ComplaintsforCasa Ford El Paso

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 7th I contacted Casa Ford regarding a specific Mustang Mach E listed on their website as available. I had gone through all of the steps online to purchase, using their "buy now" feature except financing, because I wanted to test drive the car first. The salesperson said "No problem. That particular car is still in transit to the dealership, so come drive another Mach E and we can do the paperwork on this car at the same time. I went to the dealership and they said it would be August 5th when the car would arrive. The next day when I went to sign the paperwork and drop off my car (they told me they'd give me a loaner car until my car arrived) they said the car was now scheduled to be here August 15th and they'd like to show me other options. They tried to get me to finance another automobile for more money at least twice. I said no, you've already run my credit on this car and this is the one I want. Then the salesperson tells me, "well we don't actually know if and when we'll get that car." Well, that was entirely supect, so I called ***** **** told me that the *** had "no location and hasn't had a location since October 2023." This dealership is advertising a specific car as available and has it discounted by 5k so that people will come in and then they do the paperwork quickly all while knowing they have no intention of selling them that car and in fact, that car is not on its way. Then, they say they have other options and they all cost more money. They even offered to find me another Mach E at another dealership and all I would need to do is pay them one thousand dollars to transport it. Then, when I told them I wouldn't pay it, they sent me paperwork with the thousand dollars built into the sale (as compared to the prior paperwork and fees). I want my credit report corrected because they ran it under false pretenses, and I want the director of operations to call me to discuss their behavior. Not the *** an executive.

  

  Business response

  08/09/2024

  We sincerely apologize for the inconvenience and frustration youve experienced. We understand how important it is to have clear and accurate information when purchasing a vehicle, especially a model year that is no longer being made by the manufacturer.
  
  The case with your Mach-E is that the vehicle still shows in transit on the rail but was never delivered from the manufacturer, as shown on the screenshot we are attaching.Unfortunately, there are multiple reasons why this can happen and **** has not reached out to us to explain the reason why. At this point in time, with 2023 models no longer being made, we can offer a newer model 2024 Mach -E at a great price, or we can dealer trade with another dealer in the ** to get you the same year model. In the latter case, we would need to pay to transport the vehicle to ******* for you to pick up. Because we sold the Mach-E at the lowest price possible we unfortunately cannot absorb the cost of transportation.
  
  Unfortunately, your credit was pulled under good faith believing that we would receive the Mach-E as vehicle delivery issues are rare. We understand your frustration and we sincerely apologize for the situation. I understand you would like to speak with an executive, and I will have someone reach out to you soon. Please let us know if either of the options presented above work for you. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck from Casa ford remotely via ****s platinum blue used program and arranged with them to ship the truck to me in **********. The transaction and up until delivery were perfectly adequate. Upon delivery of the truck there were 2 problems: 1: The truck had a considerable amount of body damage that was never visible in any of the pictures and was not disclosed (concealing angles, damage was located low across 2 doors and bed). 2: The truck could not pass smog and be registered in ********** without extensive repairs. I reached out to Casa ford and they simply would not call me back, or told me they would not help or make this right in any way. I got 2 quotes to fix the body damage, one from a local reputable shop and another from a **** dealer. Both were just shy of 10k for the body damage. I shared these with casa ford. They told me they would offer nothing. I took it to the dealer to see why the check engine light was on preventing me from passing smog (and completing the registration / title transfer). This required 3 trips: 1: Replacing a sensor someone previously had damaged with caustic cleaners which exempted it from warranty coverage. This was just under 1k The code came back. 2: The dealership next prescribed replacing the *** for approximately 6k. The code came back. Fortunately **** picked this up under oem emissions warranty. 3: At this point i had started a lemon law claim. The 3rd trip replaced a DEF injector for another 1k or so (less deductible). This attempt did resolve it after several months i could finally register the truck. I am out approximately ******* in deductibles and out of pocket expenses righting the misrepresentations (not picked up by insurance). Casa ford offered nothing. **** apologized profusely but could not compel them into any action.

  

  Business response

  07/12/2024

  We appreciate the opportunity to address the concerns raised by ********************** regarding his purchase of a 2019 **** F-250 from Casa Ford.
  *************************** purchased the vehicle remotely on February 13, 2024. Our sales representative, *************************, provided videos and pictures of the vehicle before the purchase, and the truck underwent a thorough inspection by our reconditioning department, which found no mechanical issues. This is standard practice for all our preowned vehicles.
  ***************************, ***********************, and ***************************** spoke with ********************** after the truck's delivery and confirmed that no issues were present at that time. We regret any inconvenience he experienced and offered to assist with repairs and even to buy back the vehicle. Unfortunately, ********************** declined further interaction with us.
  To resolve this matter, we are willing to offer ********************** a buyback of his vehicle at the current fair market value, considering the time elapsed since the original purchase.
  We strive to ensure our customers are satisfied and hope this resolution is acceptable.

  Customer response

  07/16/2024

   I am rejecting this response because:
  

  I raised inquiry about the damaged truck immediately upon arrival and sent pictures following a phone call on mar 12. I was never responded to. (see screenshots of one-sided SMS following call to dealership). They continued to ignore me for weeks. 

  I opened a buy back request in March through ***** They rejected that. **** tried to smooth things over and offered an extended warranty and service plan but they lamented they could not compel the dealership to work with me. 

  I worked with ****** at ***** She was a delight. You are free to talk to her about it. 

  buyback reference
  CXH-01931870
  ****** - *******************

  When the request through **** was denied, i undertook righting the truck on my own at personal expense. To sell it back at fair market value would be to essentially give them all my labor and money for free. I have fixed the issues with the truck they sold me and I now simply wish to be made whole not sell it back at a personal loss. 

  If they wanted to facilitate a buy-back the time for that was when I opened it through ****, or during one of its 3 emissions warranty repair trips to try and get it to pass smog in its destination state. 

  I reject selling them back the truck now to take a personal loss as I have resolved the mechanical and damage issues and would be selling them back essentially the truck I thought I was buying. 

   

  

  Business response

  07/22/2024

  We appreciate the opportunity to address *********************************** concerns regarding his purchase of a 2019 **** F-250 from Casa Ford.
  ********************** purchased the vehicle remotely from Casa Ford. On February 13,2024 our sales representative, *************************, provided videos and pictures of the vehicle before the purchase that show the existing cosmetic damage that the truck had from the previous owner. The truck underwent a thorough inspection by our reconditioning department and passed the Texas emissions test, which is our standard practice for all preowned vehicles.
  We understand Mr. ********** emissions issues he encountered in ***********We regret any inconvenience he has experienced. Our management team, including ***************************, ***********************, and *****************************, spoke with ********************** after the truck's delivery and confirmed that no issues were present at that time. Unfortunately, it appears there was a communication breakdown, and ********************** felt ignored. For this, we sincerely apologize as it has lead us to where we are now. We will continue to work hard to and stay in touch to resolve this issue.
  To clarify, Casa Ford did text ********************** a video of the truck on February 12, 2024 (see attachments of pictures of the video that was sent and note dates and time stamp) and we disclosed all visible details of the vehicle. However, we acknowledge that our inspection did not reveal the subsequent emission issues ********************** faced in **********. As a dealership located in *****, we adhere to Texas emissions standards and are not equipped to conduct California emissions tests.
  We recognize that ********************** has invested in reconditioning the vehicles exterior and we would like to still offer to buy it back at fair market value now with these items repaired. We ask ********************** to let us know if he would like to explore potentially selling us his vehicle at fair market value.
  Thank you for your attention to this matter.

  Customer response

  07/24/2024

   I am rejecting this response because:
  
  I offered them the chance to buy it back. I am no longer interested in this option after they rejected it. I found a truck I liked, I purchased it, I was delivered something VASTLY different than what was bought, I approached them to buy it back when it arrived with considerable undisclosed damage AND could not pass emissions in the destination state. 

  When they rejected my initial buy back request I undertook steps to adapt to the situation at hand. 

  At this point I have months of effort, interest paid on loans, thousands in personal expenses etc. Giving that up to sell them what I have now reconditioned at my time / effort makes no sense. 

  For details about the initial buy-back request contact **** customer experience specialist ***************************. Ticket number 01042000349
  

  Customer Experience *********** **** CX Team
  Email: ***************** | www.****.com
  Office: *************************
  Monday-Friday 12:30 p.m. 9:00 p.m. **************** Time

  The only acceptable resolution is for them to reimburse me for the expenses I had to incur due to their actions.I will not sell them back a better truck than they sold me at a personal loss. 

  

  Business response

  08/01/2024

  Dear **********************,
  Thank you for taking the time to respond to our previous communication. We appreciate your feedback and would like to address your concerns regarding the truck you purchased.
  The reason the truck was sold to you at the price it was is due to the existing damage on the pre-owned truck, which is why ************************* (our salesman) sent you a video on February 12, 2024, at 12:19 PM, showing the condition of the truck. The video indicated the damage present on the pre-owned truck. In your original complaint, you mentioned that the truck's damage was not visible in the pictures, but you did not reference the video walk-around that detailed the condition of the truck.
  When we mentioned that we wanted to offer to buy your truck at current market value, we will take into consideration that the vehicle has now been repaired. When you mention that you have given us the opportunity to purchase your vehicle, you reference that you reached out to **** the manufacturer, not Casa Ford. Unfortunately we are two different companies, and we are sorry that they did not offer to buy your vehicle when you reached out. That option to sell us your vehicle is still available. Since you have repaired the pre-owned vehicle, it may now be worth more than it was in the condition when you purchased it, which may help the vehicle's value. Our offer is to buy back the vehicle at todays current market value.
  This vehicle was sold "as-is" since it is a pre-owned vehicle,which is why we provided a video of the condition of the vehicle. The vehicle was sold at a discount due to the pre-owned status and the flaws on the body of the truck.
  Regarding the emissions issue, Casa Ford operates under the regulations of the State of Texas, and our emissions tests comply with Texas state standards.We are not equipped to test emissions for the other 49 states. Unfortunately,It is the responsibility of the buyer, in this case, **********************, to check the emissions requirements for the state in which they reside when purchasing a vehicle and get the truck to standard upon delivery.
  We hope to resolve this matter amicably and appreciate the opportunity to address your concerns. Please contact us directly to discuss the buy-back offer and any other questions you may have, or we can schedule a call to you directly as well.
  
  **************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to buy a car and it was chosen. They ran my credit and got some approvals. Some requiring a higher down payment. I was approved for a loan that did meet my standards with what I was able to pay. They wanted to sell me a vehicle with a lot of dents and damage including a vehicle that was involved in a car accident. Because of this the bank wanted for Casa Ford to decrease the price on it. The financial representative did not go with this option so that they could make money off a damaged vehicle. This is deceptive practices.

  

  Business response

  06/10/2024

  Thank you for your feedback. We are sorry to hear about your experience and appreciate the opportunity to address your concerns. At Casa Ford, we strive to provide the best possible service to all our customers.
  Regarding your situation, we understand that obtaining financing can be challenging, especially with certain credit requirements. Our team works diligently to find the best financing options available, but ultimately, the approval and terms are determined by the banks we partner with.
  In your case, the banks required specific conditions to approve the loan, including a higher down payment. We also offered our Buy Here Pay Here option to provide more flexibility, but we understand those vehicles did not meet your preferences.
  Our goal is always to find a vehicle that suits your needs and budget, while also adhering to the bank's approval criteria. We apologize if this process was not clearly communicated and for any frustration it caused. We assure you that we do not engage in deceptive practices and always aim for transparency in our dealings.
  If you have any further questions or need assistance, please feel free to contact us directly. We value your business and hope to better assist you in the future.

  Customer response

  06/15/2024

   I am rejecting this response because:
  The Sales Agent I was dealing with openly admitted that there was an approval but that the bank wanted for the dealership to take off more money on the price because that cars carfax indicated that the vehicle was in an accident but sustained minor damage.  The vehicle that they wanted to sell me had a lot of dents too and you could tell that there was a new bumper installed with new paint.  There was no miscommunication from the salesman.  This company is trying to cover it up.  
  
  

  

  Business response

  07/02/2024

  Thank you for your feedback. We are sorry to hear about your experience and appreciate the opportunity to address your concerns. At Casa Ford, we strive to provide the best possible service to all our customers.
  Regarding your situation, we understand that obtaining financing can be challenging, especially with certain credit requirements. Our team works diligently to find the best financing options available, but ultimately, the approval and terms are determined by the banks. 
  In your case, the bank did approve a certain amount for the loan, but with specific conditions due to your credit profile. Our goal was to find a solution that worked within these constraints.
  We also offered our Buy Here Pay Here option to provide more flexibility, but we understand those vehicles did not meet your preferences. We apologize if this process was not clearly communicated and for any frustration it caused. We assure you that we do not engage in deceptive practices and always aim for transparency in our dealings.
  If you have any further questions or need assistance, please feel free to contact us directly. We value your business and hope to better assist you in the future.

  Customer response

  07/03/2024

   I am rejecting this response because: they are lying and covering up their mistake.  I know exactly what the salesman admitted to having an approval with the down payment I was going to give.  I am not lying.  Just that the bank wanted them to lower the price because of the damages it had.  They refused to because they wouldnt make any money off of my purchase.  Instead of helping me get the car.  
  
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First, I want to express my regrets on doing business with this Casa Ford location at ***********************. very low commitment from sales personnel on get things resolved, they provide partial information and just get to talk with the managers is difficult since they are not available or out of office when required. i have the following situations. 1- I got two used autos, a truck and a car. the salesperson did not notify me about an issue with the ** on the truck before I sign the contract, I was aware of the issue the day after when the truck was under repair. Truck was delivered to me a week later. I reported and issue with the fan but did not get support; the salesperson told me to buy a sensor without even inspecting the truck, after one month I used it the ** did not work, so I took the truck back for review. the truck went to the shop, they told me the cost will be 800 but since i had warranties i need to pay only 100 to get the truck out of the shop, I did not agree, and the salesperson told me they will refund the 100 USD but i need to pay them at the shop. I made the payment, but I have not received the refund. 2- Due to the bad experience and attention, I decided to cancel the *** warranty which cost ******* for the truck and the 1420 for the car, the finance person calculated the return of the warranty cost using the total miles in the vehicle which I do not agreed with, since they are used cars and I purchased the warranty when the truck was ****** and the car ****** but they processed the cancelation considering all the miles so the return of the warranty cost was $1676.52 in the truck and ******* in the car. considering only the miles I used the vehicles it should be around 2400 in the truck and 1380 in the car, so I am asking that they recalculate the cancelation and only charge the miles used at the moment of the request. See copies for reference.

  

  Business response

  05/23/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with your recent purchase and service at Casa Ford. We strive to provide excellent customer service, and we regret that we fell short in your case. Regarding the issues with your trucks AC and fan, we are sorry for the communication breakdown and any inconvenience it caused. Our team should have been more transparent and supportive throughout the process. We understand the importance of timely and efficient service, and we will address this with our sales and service teams to prevent similar issues in the future. For the warranty cancellation, we appreciate your patience as we worked to resolve the matter. We have recalculated the warranty refund based on the miles used at the time of your request and have processed the appropriate refunds. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We value your feedback and are committed to improving our services.

  Customer response

  06/04/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2015 Yukon XL from used car sales, as per used car sales, *** was inspected top to bottom and verified as a good used car, that was a short lived sad lie, the suv went less than 10 miles and check engine light came on after purchasing for misfiring on suv. The *** has been back to their shop 5-6 times. They constantly throw parts at it that doesnt fix the issue, *** tried contacting the ****************** I leave my Information with receptionist, and never get a response from him. Now I feel like Im stuck with a vehicle that they cannot fix, I feel like I was taken advantage of and no one wants to get back to me to resolve this issue. I called this morning for the 4th time for the ** at 8:55am on 5/6/2024. Like always I was told he was not in and gave my information once again.

  

  Business response

  05/14/2024

  Customer bought a 2015 *** Yukon ************************************ on March 15, 2024. Customer returned the vehicle on March 26, 2024, stating that they were hearing a knocking noise on cold startups. Technician verified a misfire ping noise. The sparkplugs were removed and found to be fouled. During the inspection we found the Mass Air Flow Sensor was dirty. We replaced the spark plugs, spark plug wires, and the Mass Air Flow Sensor and cleared all codes. Started the vehicle cold and determined the noise was not present.
  
  On March 29, 2024, the customer returned stating the check engine light was on. We checked codes and found the vehicle had a misfire code. Inspection revealed 2 injectors were bleeding down. Both injectors were replaced, reset codes, and verified misfire was gone.
  On May 6, 2024, I was notified that the customer was calling in looking to talk to the General Manager. Since the General Manager was not in, I contacted the customer. ****************** stated that the check engine light was back on and the vehicle was running rough on cold starts. I arranged for ****************** to take the vehicle to the *** Dealer and get another opinion. I was, contacted by the *** Service Manager and told that the High pressure pump had been failing. I instructed the Service Manager to repair the vehicle. The parts were ordered on May 7, 2024, and was told that they should have the part in and the vehicle repaired around May 13, 2024.

  

  Business response

  05/14/2024

  Today the customer vehicle was repaired today 5/14/24 without charge to the customer. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2023 **** Bronco Sasquatch on 9/29/2023 ordered 9 months before it arrived. They quoted me a price of $ ****** and when it got here, the sticker price was $49,000. They did not notify me that they had raised the price. The manager ***** said someone at **** Motor made a mistake.

  Customer response

  12/23/2023

  My cell phone number is: *************.

  The amount of refund I'm requesting is $7,000.

  The manager ***** offered me floor mats and tainted windows which I am still waiting on.

  The salesman told me it was a ****-year model, and it is a 2023.

  Ford Motor was responsible for advising me if I accepted the model change and price increase before building my Bronco. They did not notify me at all.

  

  Business response

  12/28/2023

  ****************** set the **** for this customer's vehicle, and unfortunately *********** increased the **** by the time the vehicle was available for purchase.  To accommodate this frustrating reality, ****************** offered a rebate to off-set a portion of the price increase that they created.  Casa Ford understands how frustrating this is for our customers, and Casa Ford tries to secure the best deals for each customer that are available on the market.  Casa Ford also agreed to give the customer floor mats, at no cost, that the customer desired, as a sign of good faith to continue earning their business.  If there are any further questions, please contact ***************************** (General Manager Casa Ford) at ********************************

  Customer response

  12/29/2023

   I am rejecting this response because:
  Floor mats do amount to $7,000! This is the increase they added to the original price I was quoted.

  My bronco has been at their service ***** for three days.They do not communicate with me as far the problems it has or why it is taking so long to fix it.I barely bought it in Sept.2023 and the warranty is three years from the purchase date. 

  The salesman lied to me saying it was a ****-year model it is a 2023-year model.

  

  Business response

  01/05/2024

  We sincerely apologize for any confusion or frustration you may be experiencing regarding the pricing of your 2023 **** Bronco Sasquatch.
  
  In speaking to ***********************, our Casa Ford Sales manager,he informed us that although you had ordered a base model bronco, the manufacturer stopped producing base models during that time. The manufacturer decided to build higher trim levels such as the Sasquatch edition, which has more features available at a higher cost. This is what caused the increase in price. We understand that The *** should have made you aware of the change but unfortunately they did not. We understand that this adjustment may have come as a surprise, and for that, we apologize.
  
   During the purchasing process, ****** was presented with the option to buy the ********************************************************************* build another. He opted to proceed with the purchase, and prior to finalizing the transaction,all prices were fully disclosed during the financing stage. In an effort to assist ******, Casa Ford secured **** rebates towards the 2023 **** Bronco, and as part of the financing deal, we provided him with complimentary floor mats for the vehicle at no additional cost as an act of good faith to say we apologize for the inconvenience.
  
  We understand that ******'s vehicle is currently in the service department, and we want to ensure he receives timely updates. Please provide us with the necessary details on the your vehicle and we will have our service manager reach out with an update to better serve you.
  
   Thank you for your patience and understanding. We value your business and are committed to resolving this matter. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  oct 20 2023 casa ford had my truck in service for 9 days . i was told no to a loner car. the service writer was not any help to make repairs . i even told him the problem. he told me he has seen it before . i said good then you will be able to fix it. WRONG he has 30 years of experience working as a service writer no experience as a mechanic . so they had the truck 9 day and ****** shows 1 hour of work done still have the problem they even made it worse.

  Customer response

  12/14/2023

  From: ********************************** <**********************************>
  Sent: Thursday, December 14, 2023 5:57 PM
  To: resolutions1 bbbelpaso.org <*********************************************>
  Subject: Message from BBB.org

   

  

  Hi ****** this is **** inks #******** I hope you remember me. i got a email from the BBB casa has a answer . I would like to know if you can help me with this . the email said #********-22340 was an answer i dont know how to get it. THANKS

  Sent from **** inks (**********************)

  

  Business response

  12/18/2023

  Casa Ford was able to successfully perform repairs related to the manufacturer recalls for this customer's vehicle, but unfortunately the technician was not able to duplicate other issues identified by the customer.  ***************************, ******************************* is available for further communication related to this repair order if the customer has further questions or concerns.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I sold them our car on 04 November. With it being a Saturday, we were told the person who issues the checks wasnt there and to come back on Monday. I went back to the dealership on Monday and talked to ****. He said the guy who helped us on Saturday had made a mistake and we wouldnt be paid until they had the title from the bank. I asked him when he thought that would happen and he projected the week of 13 November. Over the next couple weeks, I received no communication from him other than him texting me and asking for my wife to come in and sign some more paperwork. I saw the car for sale on their website on ********************************************************************* possession of the title. It is now 20 November and I still have not been paid for my vehicle.

  Customer response

  11/22/2023

  The business paid me what they owed on 21 November. I would like to close this complaint as it was settled to my satisfaction. I appreciate the help from the BBB.

  sincerely,

  *************************

  

  Business response

  11/22/2023

  We're glad that the case was resolved to the customer's satisfaction.  Thank you for bringing it to our attention and for the follow up update.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear H363137**3238313831H, I hope this letter finds you well. I am writing to file a formal complaint against H3130303631373734****H regarding my recent purchase of a GMC Canyon 2017. I believe that I have been subjected to unfair treatment, deceptive practices, and a breach of warranty by the dealership, and I am seeking your assistance in resolving this matter. On 11/11/2022 , I purchased a GMC Canyon 2017 from H33323331343731**3030H located in *******. At the time of purchase, I was assured that the vehicle was in good condition and that it had undergone a thorough inspection. However, shortly after the purchase, I began experiencing significant issues with the transmission. I immediately contacted the dealership and brought the vehicle in for repairs on multiple occasions. However, despite their attempts to address the problem, the transmission issues persisted and grew worse. Frustrated with the lack of resolution, I decided to seek a second opinion from an independent mechanic. Upon inspection by the independent mechanic, it was determined that the transmission in my GMC Canyon 2017 is defective and requires complete replacement. To my dismay, when I reached out to the dealership to discuss the warranty coverage, they refused to honor it and demanded that I bear the cost of nearly $7,500 for the transmission replacement. This situation has caused me significant inconvenience, financial burden, and undue stress. I firmly believe that the dealership&#**;s actions are in violation of consumer rights and constitute deceptive and unfair business practices. I am reaching out to the H333735363534353136**H to seek your assistance in addressing this matter and holding the dealership accountable for their actions. I kindly request that the H333735363534353136**H conducts a thorough investigation into this complaint, with a focus on the dealership&#**;s deceptive practices, breach of warranty obligations, and failure to provide satisfactory resolution.

  

  Business response

  10/20/2023

  Please accept the company's apologies for the frustration associated with this experience.  The transmission has now been repaired by **************, and if there are any ongoing issues please notify the General Manager of Casa Ford, ***************************** at ******************************** at your earliest convenience.  Thank you.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought agreed to buy a used Buick Encore from the *************** on June 12th. I paid $5,000 as a down payment that day and a loan went through from my bank, USAA, June 14th. I was told that the vehicle needed detailing and would be ready on Tuesday the 13th of June. I called Tuesday, Wednesday, and Thursday and each time was told that either it needed an oil change, tires changed, or detailing and was not ready. Thursday the 15th I went to ******** where the vehicle was at to figure out the delay. I was told by the used car manager and service manager that the Buick was unable to be sold to me and never should have been sold to me because it was unsafe to drive. They alleged that Casa Ford messed up and should have called me. I drove to Casa Ford and was told by the Used car manager that ******** never told them anything was wrong with the vehicle and they did not know it was unsafe. They did not offer any sort of rectification or compensation for my time and money. I was told I would get all my money refunded. I got my down payment back June 16th. The loan has yet to be repaid and USAA has advised me to pursue legal action as it has been two weeks and Casa Ford will not return any of my calls or inquiries.

  

  Business response

  10/04/2023

  Casa Ford submitted the payoff of USAA ******************** on the customer's behalf in early July.  Please contact ******************************* if there is information to the contrary so that we may rectify the situation as quickly as possible.  **** offers sincere apologies for the frustration associated with this transaction, and we hope to be able to earn your business again in the future.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩