ComplaintsforRandall Reed's Planet Ford 635

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26, 2024, we purchased the 2024 **** F-150 **********, approved by **** Motor Credit. Title Application:Submitted on June 26, 2024, confirming the purchase per Texas state requirements.Discrepancies:Discrepancies in the first payment date and warranty package price were noted. My request for corrections was met with hostility and accusations by General Manager *************************. Despite agreeing to contract terms, the dealership refuses to deliver the vehicle, which is within their control and not due to external causes.Anti-Tying Provisions:The dealership's refusal may be an illegal tying arrangement, conditioning the vehicle sale on accepting the overpriced warranty package. Such practices are prohibited under the ************************ Act and the Truth in Lending Act.Legal Basis:Retail Installment Sale Contract:- Signed June 26, 2024, and governed by Texas law (Tex. Fin. Code ******* et seq.)- Clause: "Any change to this contract must be in writing. Both you and we must sign it. No oral changes to this contract are enforceable."Buyer's Order:- Signed June 26, 2024.- Clause: "Dealer shall not be liable for failure to deliver the motor vehicle covered by this Order where such failure or delay is due, in whole or in part, to any cause beyond the control or without the fault or negligence of Dealer." The refusal to deliver is within their control and not due to external causes.Consumer Harm:Purchasing from another dealership requires another credit inquiry, adversely impacting our credit score. **** Motor Credit Company has approved financing. Additional credit inquiries can lower our credit rating, affecting future loan approvals and interest rates.Remedy:- Delivery of the 2024 **** F-150 **********, V.I.N.:*****************, per the Retail Installment Sale Contract and Buyer's Order.-Correction of discrepancies: - Amend the first payment date. - Adjust the warranty package price to match a competing dealer's price or remove it.

  Business response

  07/15/2024

  The Dealership has already been in communication with customer via legal counsel.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 14 I had a loaner vehicle. The rep that assisted me gave me the paperwork and had a service guy brought the car out to me. He took a picture of the whole car (thinking he walked the vehicle and looked at any damages). But did not walk the car with me. August 30 I returned it and Randall **** Body shop claims there is a damage but Im sure it was not caused under my possession. But to take my vehicle out of the body shop that was in there for almost 2 months. I had to also cover the repair on the loaner vehicle. Also, my vehicle that was being repaired still had a minor issue. I was over Randall **** dealer ship service/ body shop so we just paid it and went on. Until today August 31, the vehicle agreement got finalize and got sent out to me claiming there is no damages.. is this something they do to get money from customers?? Claims there is damages and having customer pay and then states there is no damages on the check-in loaner agreement? They then use the loaner agreement to see if there was any damages noted. But how if they didnt notate this incident down? This seems odd. On top of having to deal with our other vehicle we purchased from them that keeps having transmission issues. This is unfair and seems like the company isnt following procedures and it is my luck that they finally catches it.

  Business response

  09/22/2023

  At Planet ********, customer satisfaction is always our top priority. We thank you for sharing ************* feedback. Our management team did work with the customer to address their concerns. It is our understanding our client is now satisfied. All repairs that were of concern have been taken care of, and an adjustment was made regarding the loaner vehicle also mentioned in the customers concerns. Should there be anything additional, please do let us know and we will be happy to do all we can to assist. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to look at an 2018 Alfa **************************. I took the car on a test drive and really liked the car. After the test drive I said I like the car and asked "Does it have 2 key fobs?" the salesmen said "yes". I asked because keyfob now days cost anywhere from $250-$1500 and did not want an immediate cost after purchasing. I would have walked away if it did not 2 key fobs. I guess I should have said 2 "working" key fobs. 2 days later I found out one did not work and according top the locksmith I called to try to program it the car only had 1 PIN meaning it only had 1 fob programmed to it. They also didn't give the second fob till I was leaving the delership.I brought the car back to planet **** I was told they would take care of the key fob and sent the car to the ********************* which they just dumped the car there they said nothing to the Alfa dealership about the key fob. They also stopped responding to my phone calls and just would leave me on hold and the management at planet **** would not even talk to **** bought the car under false pretenses. I would have not purchased this car knowing a key fob didn't work. The keyfob if they can program it will cost $225 to $775 if they can't get the fob to program. I feel they meant to be deceitful and I was the sucker. On a side note the dealership was so careless that they wrote their contact info on the back of someones personnel credit application with the persons name, address, SSN and DOB on it!!

  Customer response

  08/31/2023

  I would like it to be publicly know that this company uses ************** application as scratch paper and is extremely careless with people's personal information!! I view this as something very serious! I noticed they used someone else's credit app to write the salesman's contact info! I uploaded the paper he had given me.

  Business response

  09/15/2023

  At Planet ********, customer total satisfaction is always our top priority. Thank you for reaching out to share Mr. ****** feedback.  Our management team is following up with him to address his concerns and coordinate assisting him with his key fob.  If there is anything additional, please do let us know. We always strive to help ensure all of our customers are happy with their experience at our dealership. 
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Planet ******** performed maintenance on my truck, including a replacement of the transmission fluid. During the course of a vacation to **********************, my transmission overheated and began to make irregular noises. I had to have the vehicle towed to ************* in *************, *****, where they diagnosed the problem as an overfill of the transmission fluid (by 1.5 quarts). Logic concludes that the reason for my problem was Planet ****'s overfilling of the transmission, so I've been trying to get a response from them to reimburse **** have repeatedly left messages, texts and email requests with Planet **** 365 with absolutely no response. My documentation is attached wherein I've requested reimbursement for the towing and dealer charges for my repair. Thanks.

  Business response

  08/22/2023

  Thank you for reaching out to Planet ******** to share **************************** feedback. Customer satisfaction is always paramount.  As we shared on August 8th in our response, our service manager did speak to ************************ to address is concerns and provide him with a refund.  It is our understanding the customer was satisfied and that he was going to remove the prior feedback to the BBB.  If there is anything additional needed or if ************************ has any additional feedback to share, please let us know and we will be happy to assist.

  Customer response

  08/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dropped off my 2018 **** F-150 to address a grinding noise from the front end in 2 wheel drive at low speeds and while there, complete ******* mile service.Service advisor ***** contacted me and diagnosed the grinding noise as a cracked brake pad and recommended changing all brakes. This seemed odd as the truck stopped fine, but I agreed to the repair. They completed the brakes, rear shocks and all ******* miles service items which came to $3172. When I picked the truck up the grinding noise was still there and the truck shifted very hard and slipped out of 10th gear on the highway. The service done included a transmission flush and fluid change so I took it back to **** and explained the problem.Their diagnosis for the transmission problem was to replace the Torque converter and control module at a cost of $5,000. They also diagnosed the grinding noise now as a front 4X4 axle and advised that would be $1,300. As I had no prior issue with the transmission I opted to pick it up without repair and take to another mechanic for a second opinion.His immediate diagnosis was that the fluid in the transmission had been severely overfilled, which causes the hard shifting and slipping. They showed me the dipstick with the fluid 1 inch higher than was correct. He also pointed out the the 4X4 axle doesn't move in 2 wheel drive, thus it cannot be the source of the grinding noise.I took my truck back again to ***** at Planet ****, relayed the second mechanic's findings and to his credit, he immediately put a senior tech on the issue, removed the excess fluid and reset the transmission and the transmission problem was fixed. No $5000 repair needed. He also now diagnosed the grinding noise as the *** and suggested we change that and the front axle for $1300. I advised that I felt they should cover this repair entirely. They countered with doing the repair for $800.I have now disputed half the original $3072 charge and will have the repair done elsewhere.

  Customer response

  05/30/2023

  I have not received a resolution from Planet ****.

  The week I submitted the original complaint to the BBB, I was contacted by a manager from Planet **** who offered to order the parts and complete the repair of the *** and axle at no charge.  He was to call me when the parts came in but no call came. 

  Business response

  06/19/2023

  We thank you for reaching out with Mr. ***************;concerns. At Planet ********, we always strive to provide total customer satisfaction. Out team was in communication with ************************ and had requested he bring his vehicle in to review his concerns.  Our team was able to assess and address his vehicle needs.  If there is any additional information or ************************ has any additional feedback, please do let us know. 

  Customer response

  06/22/2023

  The service manger ****************** was fantastic.  They completed the *** repair at no cost and did it while I was on vacation so I didn't need a rental.  Thanks for making this right.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My 2018 **** van broke down 10/29 and was diagnosed with motor failure. I had the van towed to Plant **** in ******. The called me and provided me a receipt that my van had ******* miles. (376 miles out of warranty) and estimated almost 11k to repair.I had the van towed to a different shop on Nov 4th and yet another shop on Nov 20th. My van landed at ************* and they advised me since I have a 96 loyalty score with **** to reach out to ****'s **************** to request financial assistance. It took until Dec 16 for **** to agree to pay something and until Jan 4th for **** to say they would pay 60 %. That left me paying almost 4k.Now I got on the phone to ask **** for a complimentary additional extended warranty on the whole van since I've had so many problems. I've had the air conditioner replaced 3 times. The first time was 9 months after purchase.My husband eard me say the van had 125, 376 miles on it. He corrected me that the van only has ******* miles on it. . I told him he must have mad a mistake. He pulled up a photo he had taken on his drive home from picking up the van. This would mean I was under warranty this whole 77 days without my van. I've lost a documented over 27k in revenue, I paid Planet **** $170 diagnostic, I paid $3800 out of pocket when I didn't have to because I was under warranty. I've spent 2k on a rental car. I deserve to be compensated. I reached out to Planet **** and was only told to contact their attorney.

  Business response

  03/21/2023

  ******************* brought her vehicle to our dealership. Her mileage had been documented incorrectly. Our team did reach out to **** for client assistance and it was rejected. The customer then opted to take her vehicle to another location to have the repairs completed. While we understand she is frustrated with the situation, she opted to have repairs done elsewhere. So we are not clear on what adjustments we could make. She appears to be working with **** - the manufacturer - who has provided assistance. If there is something additional for review, please do let ** know so we may assist accordingly.
  

  Customer response

  03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Planet **** isn't telling the truth. They never told me anything about financial assistance offered through **** Corporation. What sense would it make for me to refuse financial assistance. I only found out about the financial assistance when I called **** to make a complaint about the condition of my van and repeated repairs. When I mentioned to Planet **** that they never told me about the financial assistance program the service manager told me they didn't think **** would assist because the mileage was over 100k miles. I also have a recorded conversation where the service manager said the same thing. I reached out to Planet **** to see if they would be willing to file the repair with my warranty company so that I could be reimbursed for the 4k I've paid plus $1700 for a rental car and their only response was "Contact our attorney". I spoke with there attorney and the attorney said he would reach out to Planet **** to get them to file the repair with and I never heard from the attorney again even after my repeated emails.
  
  My van was down 77 days awaiting a decision from **** Corporation. Had Planet **** not told my warranty company the incorrect mileage. Due to there error I lost a documented 27k and can't even count the undocumented amount of money lost. Planted **** never even offered an apology. The brushed me off and treated me like c*** I'm the only one on the losing end here.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a truck in June from Planet Ford 635 - Noe was my salesman, At the time there were a few body issues one on the bed and the other on the bumper as well as a glass issue on the front windshield. The glass and the bed issue were taken care of and I mentioned to Noe that I think I could live with the bumper but you would need to come off the price for the bumper and the installation so that I could have it replaced, he stated " Sorry Ford has a strict guideline that they must follow and they must repair or replace them or have this set up to do so" I said ok that is no problem he then stated it is a 3rd party that does this and they do have a bit of a back lock so he will let me know when they are available. When I picked the truck up there was paperwork that stated what Planet Ford had done and what needs to be done and the bumper was still listed as needed to be done as that is what we had agreed upon. I have reached out via email and received no correspondence back their online assistant had Aaron reach out to me who looked into it and after a week and me reaching back out he responded that Noe no longer works there but he talked to him and he stated that I no longer wanted this. I advised him to pull the file on this as it clearly stated this is work that is still to be done and that I advised Noe at the time that if this was not to be done I wanted the price to come down so I could have it replaced but it was him that stated Fords policy. After that communications have stopped and I can not get an answer from them and its going on 6 months and nothing.

  Business response

  12/06/2022

  Thank you for contacting Planet Ford 635 and sharing Mr. *******'s concerns. Customer satisfaction is always a number one priority. Our management team has looked into this matter and found that we do have documentation stating that we would "repair" the vehicle's bumper. It does not state he would receive a new bumper. However, when that bumper repair service was offered, he declined stating that he was worried it would end up looking worse. If the customer would like the bumper to be repaired by our dealership, which is what is provided as part of the vehicle agreement, we would be happy to help in completing that service. We look forward to hearing back from you and the customer to see how we may further assist Mr. ******* with the said repair. In the meantime, should you need anything additional, please do let us know.
  

  Business response

  01/18/2023

  Thank you for following up with Planet Ford 635 regarding Mr. *******'s case. Since the initial communication, our management team has spoken to and is working with him to continue helping with his vehicle needs per our original agreement . We are awaiting a follow up from Mr. *******. He is to let our team know when he is able to come into the dealership so we may complete the noted work. Please advise if any additional information is needed.

  Customer response

  01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been in communications with Mrs.Johnson as well as Mrs. Baker
  
  They are going to replace the bumper it sounds like I let them know availability to have it done. I had this set to 1/20/23 but after my email on 1/11/23 went unanswered as to if that date would work and then I get an email 1/18/23 asking if I had a day that worked . I followed up that same day stating that I had sent her an email on 1/11/23 but that I had not heard back and that due to my work schedule i need this to be on a Friday and asked if she had anything that would work and I have yet to hear back as of 1/19/23

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a truck from ******* ****. Was promised second key fob for 2019 ford. Plus replacement piece for rear view mirror. Have text correspondence with salesman but apparently no longer works their. Have contacted manager to have issue resolved and refused to honor our agreement. Terrible sales practice to lie just to get you to buy a vehicle.

  Business response

  08/03/2022

  Business Response /* (1000, 7, 2022/06/21) */ Thank you for sharing Mr. *****'s feedback. Customer satisfaction is always our number one priority at Planet Ford 635. Our management team has already been working with this customer to address his concerns. The part that his vehicle needed and key fab are already ordered and that information was already communicated to Mr. *****, as well. Our management team will keep him up to date to ensure that all of his concerns are addressed. Should any additional information be needed, please do let us know. Consumer Response /* (2000, 14, 2022/06/30) */ Matter has been resolved timely and accurate. I am happy with the outcome and resolution. Thank you for your assistance

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 13, 2021, I went to Randall Reed Ford to shop a particular truck I saw them advertise online, and to obtain the purchase price for the 2018 Ford F-150 I was leasing, in case I decided to keep as the lease was expiring on 11/18/21. Salesman Eric T**** worked with me and took all of my personal information, then went to the dealership's finance team to obtain the purchase price for my 2018 F-150 and also give me the sale prices for 2 vehicles I saw on the lot. Eric returned with a payoff amount of $24,616.64. Eric explained that if I paid the $24,616.64, I would own the 2018 F-150, and could actually use that vehicle to trade towards another vehicle as the current value of the 2018 F-150 was $41,500, but they would offer me $43,000 if I traded the 2018 F-150 toward the purchase of one of their vehicles. I decided to keep my F-150 and I asked for the sales price and the price of an extended warranty so I could come back with a check and prepaid credit card to make the purchase. I wrote a personal check for a total of $26,593.18, which was the sales price they gave me for the purchase of the truck, and I paid $3,840 ($945 for Maintenance plan & $2,895 Extended Service Plan) on a prepaid credit card. A week later, I received a call from Suzanne B**** saying that she is going to cancel the deal because of a misquote from her staff, and that I would need to return to the dealership to pick up a check from her as she was going to give me my money back. I then explained that legal paperwork was signed and they cashed my check, which cleared my bank. I asked for explanation and that I would need to talk to Ford as I had documentation on the official payoff. Ford approved the payoff and ordered Suzanne to complete the sale, but Suzanne did not give me the warranty paperwork. She claimed she refunded the money to the card, but the card was a prepaid "throwaway card", which I threw away after the sale was completed. I did not sign nor approve for the refund.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/01/19) */ Mr. ***** did come to our dealership to do a lease purchase from Ford Motor Credit. We received a payoff from Ford for $24,616.64. We signed the deal with Mr. ***** based upon this being the payoff on his lease vehicle at Ford Motor Credit. When the deal came up to accounting for processing and we tried to submit the payoff to Ford, we found out that the payoff was over $40,000. Upon calling Ford Motor Credit, we found out that they had quoted the payoff of $24,616.64 in error. Based on the large discrepancy, Ms. B**** informed Mr. ***** that we could not process the deal and would be refunding his money. Mr. ***** had paid $3,840 on a Mastercard for warranty and maintenance and a check for $26,593.18 for the vehicle itself. We refunded the $3,840 to his credit card and wrote him a check back for the amount of the check he gave us to pay for the car. After Mr. ***** complained to Ford about the mis-quoted payoff, Ford Motor Credit agreed to take the $24,616.64 payoff for this car and we processed the deal. Mr. ***** then told us that he no longer had the credit card that he had used to purchase the warranty and maintenance on the prior transaction. We can and will supply Mr. ***** with the last 4 of the Mastercard # that he paid with and he can contact Mastercard and get a replacement card for the funds that were returned. We cannot recharge the card or refund the money cash because it has already been refunded on his card. Ms. B**** nor Mrs. H****** treated Mr. ***** with anything but respect. Mr. ***** was upset because he wanted his money to be refunded by check and was told that it was already refunded to his card. When Mr. ***** would not accept this answer, he was referred him to our attorney. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was called by Ms. B**** regarding the "misquote" in a very rude and demeaning manner, where she essentially made it seem like it was my fault for the issue; even saying things to me like "you knew that price wasn't right", "We cant take that loss", "You gave us the wrong price", "You have to come back here and pick up this check that we are going to write you". There was not one amount of good customer service offered, except by the sales team. I literally followed the instructions the Reed Dealership gave me. Nothing more. Since several days had passed and my check had been cashed and cleared, I humbly asked Ms. B**** to call Ford as I wanted to speak with them since I saw the payoff amount and was present when they received the payoff amount. When she declined, I called Ford myself and they ultimately honored the amount. I spoke to several of the Ford credit corporate team and was told the dealer would work with them since the deal was completed, and given the uniqueness of this issue, they should be very willing to provide great service, and if they do not to proceed with complaints. Which is what I am doing. I reached back to Ms. B****, and she avoided my calls for several days. Two of the calls I was present at the dealership, even seeing her ignore my call. At this point, I don't think she knew what I physically looked like, and it was very clear this was going to lead to me filing complaints in effort to get my money back or receive the warranty I paid for. When Ms. B**** finally answered my call, she told me she needed to speak to her controller, Lana, who was out of the office sick. After several days of waiting again, I called back to inquire about the resolution. Ms. B**** then told me that Lana had called me. (After reviewing my call logs on my phone, and from downloading my call list from AT&T, I found this to not be true.) Ms. B**** then told me Lana was handling this and she transferred me to her phone extension. When I spoke with Lana, I could tell she has already been "prompted or prepared" on what to say to me. I asked about where is my refund, and I was told that is was refunded to the card used for the warranty purchase. I then told her about my request to Ms. B**** of me wanting to investigate the issue and I did not ask for a refund, nor did I sign any agreement of receipt acknowledging a refund. I then asked Lana about their process because there was obviously an issue and this is not right. Lana then became irritated with me asking questions regarding their process, then told me she doesn't have to explain anything and that she will not argue with me. I then asked about who else can explain this process of issuing a refund or if there is a counsel in their office I could speak to. Lana informed me they do not have in-house counsel and they use someone in Houston, and she would not give me the contact. Instead, she would have them contact me. (Again, this was never done) Lana then hung the phone up on me. This was all witnessed by my business partner. I was not given any contact information. Ultimately, the process was handled very unprofessionally. I was treated as if I am not a valued customer who deserves the due process to get this situation figured out. I just want either my money back or the warranty. I did not request a refund, I did not sign for receipt of a refund on a credit card or a check. Randall Reed still has unfinished business with me. The only resolution to my complaint is to receive what I paid for or a refund that I actually receive and sign for. Consumer Response /* (4200, 14, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi Ms. Z*****, I informed the dealership of my intent to use a prepaid debit card, which is why I did a split transaction. I went to the dealership to get the payoff amount and the amount of the warranty in two separate amounts. When they found out about the error, they tried to hurry up to "reverse transactions" I informed them they would need to either cut a check or do the refund on another card, but before this happens, I wanted to speak with Ford because while they say "Ford" made this mistake, they are not discussing how I went to the dealership on 3 separate occasions on different days, how I sat in 3 different offices in completing this transaction and signing legally bound paperwork, which was countersigned by the dealer representatives. Finally, when I discussed the details of this, this is when Ms. B**** and Mrs. H****** treated me differently because I would not simply go away. They said things to me like, "This is our policy", "I dont have to explain anything to you", "We wont take this loss", "You must be crazy of you think Ford will make this payoff amount mistake". Finally, when I asked who above them can I talk to because I signed legally bound paperwork, Mrs. H****** said you can talk to our legal counsel. I then asked for the name, email, and number..Mrs. H****** told me she is not allow to share his contact information, but I could look him up on Google and she would send an email to him to contact me. I NEVER received any email or contact. Ms. Z*****, I assure you I never spoke to them in an upset tone, used any disrespectful language, nor handled any of this situation in a way less than how they instructed me or gave me paperwork to agree to. Due to me being a business owner and affiliate of a large international real estate company, it would be bad for my reputation to act in any manner that is less than professional.Because this situation was less favorable for them, they honestly worked to "Cover their ****" and got irritated when I asked questions and did not simply do what they wanted when they discovered their mistake. I have documented this situation and I have the voicemail recordings from them to further prove how they spoke towards me and this situation that proves my description of treatment. I reached out to the CC company and I am not able to retrieve those funds because the card was not registered. I requested this card specifically for this transaction from one of my savings accounts, and when the transaction was done, I discarded the card because the transaction was completed and signed off on, there was no reason for me to keep an empty prepaid card. Anytime a credit card transaction is completed, a signature must be made and kept for record, who signed for the refund? Ultimately, I do not want the money back, I just want the extended vehicle warranty I signed paperwork and paid for. If they are not willing to resolve this by giving me what I paid for, I will continue to move forward with efforts to get my money back. *******

*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. ↩