Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new *********** car from this Dealership in last week of Sep 2024. We had decided on the *** price for the car which was $52,300. I was not made aware by anyone in the dealership that as part of this purchase, we were eligible for 42K FordPass reward points. These points are awarded by ************* and not the dealership After all the Sales formalities were completed, we were taken to ************** to sign the papers. The Finance *** told us "if you pay extra $160, you can get 42K points and those are worth $250". I thought that was a good deal, so I paid him extra $160. But after I came home and googled, everyone who buys ****** model I bought is anyway eligible for 42K points. Plus those points are only worth $205. So the Finance *** told us complete lies and made us pay extra $160. Since then I have reached out to dealership for refund numerous times but with no result. I have also filed a complaint with **** and I am still waiting for **** to escalate this.I am guessing they cheat every customer with the same lies. I am sure if any other customers of theirs are reading this will relate to this

  Business Response

  Date: 11/21/2024

  We sincerely apologize for the confusion and frustration you've experienced regarding the FordPass reward points and the additional charge. It's always our goal to ensure transparency and a positive experience for all our customers.
  

  After reviewing your case, we recognize that the 42K FordPass points are indeed part of the purchase for your Bronco, and we regret that this information was not properly communicated to you at the time of your sale. The $160 charge was not intended to mislead, and we understand how this has created confusion.
  

  We take your concerns seriously and are committed to resolving this matter. Our team refunded the amount to your lender since this was in the included in the financing. Attached is a copy of the check we cut in Oct. 
  
  Again, we apologize for the inconvenience and appreciate your understanding.

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  1. I had paid $160 via Debit Card and was not part of the loan.

  2. I had informed the Finance person at the dealership multiple times that I have paid off the loan and the account with *** is closed. I even send him the copy of the receipt on Oct 11, clearly showing that the all the balance on the loan was completely paid off. In spite of that, it looks like Finance guy ignored all my messages and still sent the check to BOA on Oct 17. Also, he never communicated this information to me. This is the first time I am seeing the proof that check was sent to BOA

  3. I spoke to ***. As expected, *** had immediately rejected the check and sent the funds back to Dealership. Again, this was never communicated to me till today.

  4. I called the dealership multiple times in last 3 weeks and left messages for GSM, but still the issue remains unresolved

  4. I am still waiting for the refund

  
  
  Regards,
  Dasani
  
   

  
  

  Business Response

  Date: 11/21/2024

  We understand that the refund of $160 is still pending, and we sincerely apologize for the delay. We are actively working with our finance team to process the refund as quickly as possible. You should receive confirmation once the refund has been processed, and we will follow up with you directly.

  
  We truly value your business and are committed to resolving this matter to your satisfaction. We will make it a priority to resolve the refund issue and improve our internal communication to prevent this from happening again in the future.
  Once again, we apologize for the inconvenience caused.

  
  Thank you for your understanding.

  
  

  Customer Answer

  Date: 11/23/2024

  Better Business Bureau:
  
  This letter is to inform you that Russell & Smith **** has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/20/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:09/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped off my 2013 ***** CR-V on Sept 28th, 2024 reporting a specific issue which is known to occur on other similar make/model/year vehicles. ***** has issued 2 ***************** Bulletins as well about these: ******, ******, with recommended repairs.The ********************************************* ***** service department/representative advised that the technicians would have diagnose and recreate the issue and to find out my vehicle VIN is covered under the **** The diagnostics charge of $165 would be returned if indeed the issue applies to my car.Then a few hours later, the service **** for ********************************************* ***** called back stating the issue was recreated and the *** is applicable - they also recommended other repairs. However, since my vehicle's manufacturer warranty has expired, the diagnostic charge still applies, and any repairs recommended by ***** would be at my own expense.The vehicle being out of manufacturer's warranty was previously also known to them, but they did not state this as a pre-condition to repairing the vehicle when I dropped it off with them. This was simply a ploy to extract a diagnostics fee and build an estimate of over $7,000 for un-related issues. The original issue I brought the vehicle in for, was able to be recreated by the technician. The manufacturer's recommended repair was not suggested by the technician. And they held my car hostage till I paid them the $165 diagnostic fee for unrelated issues which I didn't ask them to look into or ask them to fix.

  Business Response

  Date: 10/07/2024

  After reviewing the customers concerns, we refunded his check out time diagnosis charge. We tried to contact the customer by the phone number listed but were unable to reach him. We left a voice mail explaining the refund process. Thank you. 

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 12, 2024 , I drove my vehicle to the ****************** for an oil change at Russell & Smith Ford. I was advised by the service advisor that the oil change could take at least 90 minutes. I agreed to wait, however, the oil change was not completed until 2 1/2 hours. Before I left the Quick Lube, I asked the technician if the tires were rotated. I was informed by the tech that the tires were not rotated . I asked why and the tech stated that I supposedly didnt want my tires rotated. I told the tech that the information was totally false. Once my oil change was completed, I informed the tech that I would return and have the tires rotated. On Friday, September 13, I returned to the Quick Lube and had my tires rotated. I attempted to share my experience with the service manager, however, he rudely stated that he was busy with a customer. I only wanted the service manager to know that I needed to speak with him as well. I left the Russell & Smith Ford without discussing my concerns with the service manager and extremely disappointed with the service.

  Business Response

  Date: 09/25/2024

  I spoke with his service advisor.  He originally stated that he didnt want the tires rotated.  He came back the following day to complain and we rotated the tires.   He left before I could speak with him, so I called him on the phone.  He did not answer and did not call me back.   I refunded his total amount of the repair order and apologized via a message.    I still havent heard back from him.   As of today, his vehicle is completely serviced and he paid nothing

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25, 2024 I went to Russell and Smith **** in a good faith to purchase a new car. After sitting around for an hour or two l finally signed the paperwork work and was expecting to leave lot with my new car. Sales consultant tells me that car requires an update. Due to a Holiday weekend, l was informed that the update would occur in the morning of Tuesday May 28th. Russell and Smith **** drives vehicle to ****** from the ******* area on May 28th. After Russell and Smith driver turned off car and was quick to leave area with trade in. My new car had a service engine light on. I drove car to ****** **** Dealership for repair. Car sits waiting for part as it has been marked as back ordered. July 5, 2024, I am told the part in ******* **** Received part but it was damaged in shipping so I am sitting here on July 11, 2024 with a broken new car.

  Business Response

  Date: 07/29/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience youve experienced with your recent vehicle purchase and the ongoing issues with the repair. We did deliver the vehicle to you in working condition, exactly how it came from the factory. It is unfortunate that the other dealer broke the part, and the part was unavailable at that time. 
  

  We understand how frustrating it must be to deal with these delays, and we want to assure you that we are committed to resolving this situation as swiftly as possible. Your vehicle does have a 3 year/ 36,000-mile bumper to bumper warranty from ******************. Unfortunately, we cannot control parts availability or how they are delivered. We do sincerely apologize about that. We do hope your vehicle is fixed and you're back on the road. 

  Please accept our sincerest apologies for the trouble youve encountered. We value your business and are committed to making this right. If you have any further questions or need additional assistance, do not hesitate to contact us directly.
  

  Thank you for your patience and understanding. 

   

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I disagree the engine light was on when vehicle was delivered and the dealership that is currently attempting to fix the issue had arrived at the conclusion that this vehicle is not repairable and in fact it is classified as a defective vehicle.  I want Russell and Smith **** to refund my down payment and extra expenses incurred during this process. 
  
  Regards,
  ********* Beaujean 
  
   
  

  Business Response

  Date: 07/30/2024

  ****************** should be contacted, and your local dealer can assist.  When a manufacturer is unable to repair a vehicle, you do have the right to file a "Lemon Law" claim. Additionally, a dealer may appeal to **** for trade in assistance if in fact parts are unavailable on a manufacturer's defect. This is called the "Vehicle Loyalty Allowance". We will ask our service department to assist in this request if your local servicing dealership is unable to do so. The issue must be identified as a "manufacturer defect" and not something caused by your servicing dealership. If you believe that this repair is a manufacturers defect with no parts availability and your local dealer is unable to assist you, please send us all the information you have, and we will attempt to contact **** on your behalf.

  Once you have your local dealership information and any Repair Orders please email it to *********************************************************************************************************

  Once a vehicle has been contracted, driven off the lot, and titled it becomes a used vehicle. There is no way to "unwind" a title returning the status to "new". 
  

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Please see attached text chain from business general manager regarding my complaint.  It is unacceptable and all l want is a vehicle that works.  They already sold my trade in!
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/09/2024

  We have offered to assist however no documentation of the servicing dealership, the cause of the defect, or whether it is a manufacturer defect or damage caused by the dealership in their attempt to resolve the original complaint. Without information we are unable to assist. Why not provide the requested information? 

• Initial Complaint

  Date:04/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold them my vehicle on 04/09/2024 they had me to pay them the difference ******** which I should have paid *****. They have not sent ***** the pay off I'm receiving late calls which I 'm not late. They brought my car for ******

  Business Response

  Date: 04/22/2024

  Below is the dateline of the entire purchase/transaction:

  ******* ********:
  Check was cut and sent on Friday 4/12
  FedEx Tracking# ************
  Arrived Monday 4/15
  Her payment was due 4/14 and she didnt want her credit marked or damaged.
  I received the paperwork on the 10th with no account number, I left a message asking her to call me back for the acct #.
  She then left a message at 9pm and then talked to her on the 12th to make sure it was sent out.

  The check was sent and received by the lender. I don't know of anything else that Russell & Smith can do to encourage the lender further.

   

   

   

   

   

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. First of all here we go 26th April.  I'm receiving letters that my car note is late then they are showing 2months behind this ridiculous I have not ever experienced this. My credit was A1 when I walked into the dealership. They should not ask me for a payment I should have paid 9thousand to ***** it doesn't take this long when ***** process my payment they have yet to receive it.
  
  
   
  

  Business Response

  Date: 05/01/2024

  Ms. ******** provided R&S with an account number Wednesday April 10th. Friday April 12th her payoff was sent to her lender via FEd X tracking  #************. The check was received and signed for Monday April 15th at 9:04AM.

  R&S did everything as promised, in a timely manner and everything is documented. We have no further information to add or actions to take.

   

• Initial Complaint

  Date:04/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started working on a truck deal with the GM (Mike ******* in December. He did not have and couldn't find the truck I wanted. I was convinced to purchase a lower model truck and order the one I wanted from Ford. I sat in the dealership with a salesman and we placed the order for the new truck. The truck arrived at the dealership in March. Mike drug his feet for a few weeks but, finally agreed to let me come get it. The original deal consisted of me taking the wheels and tires from the original purchased truck and installing them on the new one. He stated that he needed to keep them on the original to help with the trade in. I made a counter offer to that and he agreed to have aftermarket tires installed on the new truck. I arrived at the dealership on 3/28 and the truck was not there. However, he instructed me to go ahead and sign all the paperwork for it, ie. the contract. I was told the tires were not in yet but, they would be in and installed on 3/29. On Friday 3/29 I messaged to check on the progress and was told it would be ready shortly. Around 2pm on 3/29 I received a **** from Mike saying that he could not do the deal. Stating that he would lose too much money. I am not sure why he waited until then to say that. I have hundreds of **** ******** with Mike over the three month period, discussing all of the prices and details of the deal. Statements like, 'Im a man of my word' and 'I promise I will make the deal happen' were used frequently. He is the GM... Him and I both knew the cost of trading back in the original purchase, as well as the price of the truck that he had me order. I have never, in all of my 44 years, felt so lied to and taken advantage of.

  Business Response

  Date: 04/03/2024

  Thank you for informing us that you intend to remove your complaint from the Better Business Bureau (BBB). Your decision to retract the complaint is appreciated, and we are glad that we were able to address your concerns satisfactorily.
  We understand the importance of maintaining positive relationships with our customers, and we are committed to resolving any issues that may arise promptly and effectively.
  Once you have officially retracted the complaint with the BBB, please let us know. We will ensure that all records are updated accordingly.
  We value your feedback and appreciate your trust in us. Should you have any further questions or concerns, please feel free to reach out to us.
  Thank you again for giving us the opportunity to serve you better.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  This letter is to inform you that Russell & Smith Ford has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/2/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a FORD EDGE 2024 on November 29, 2023. I was told the MSRP for this EDGE was $39,960.00, minus a dealer discount/incentive of $2,500.00. Added to this would be the TT and L, plus about $3,000 for a “Benefits Package”, less my trade in, valued at $6,000.00. When I came home, I did not find the Bill of Sale with the paperwork. I learned that the said Finance guy had left the dealership. It took a few days for them to locate and send me the Bill of Sale. I found that the Sales Price shown was $42,276.00 (not $39,960.00), plus TT and L, plus the benefits package. There was also a line item which showed $586.00 had been thrown in, I had not agreed to the $586.00 Several calls and e-mails later, I learned that the $586.00 was for Oil changes and tire rotations for five (5) years. Again this was not discussed with me at the time of the sale. There was no paperwork to show the above about oil changes and tire rotations. Many calls later, they finally e-mailed me a page, showing this part of the deal, with a PO Box address instead of my home address and a wrong date of purchase. They offered to take off the $586.00, but said they would not advise it as it was a great deal. I am still considering what I must do regarding this. When I have tried to ask how the sales price became $42,276.00 (from a MSRP of $39,960), they had no reply except to state that so and so Manager would call me back within the hour. That has not happened to this date. Today, the 29th January will mark two months since I bought the vehicle. My attempts to get answers have failed. Hence my request to you. Could you kindly ask them to clarify the above, at their earliest, please? I use the car for personal use, also business and my CPA needs to know the exact numbers, so that he can apportion as needed and as required by the IRS. I also need to know how the MSRP became $42,276.00 and why $586.00 suddenly appeared in the docs? Thank you.

• Initial Complaint

  Date:01/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my truck in for a noise from the back axle. Per inspection by the tech was told the truck that is a 2021 with less than 40k miles needed new rear brakes and a bunch of other services and this is the cause of the noise. The cost for the repair was $1430. I decline this and took it to my mechanic to have the brakes done. Will this wasn’t the issue after spending $700 and my mechanic I still have the noise coming from the rear end. I told the dealership many times the brakes were not the issues but they are telling me this is the issue and they tested my brakes. After I left a negative review the service manager told me since I left a negative review not to bring my car there anymore.

  Business Response

  Date: 01/08/2024

  After 2 attempts to locate a "squeak" R&S was unable to find the source. The brakes were identified as a possible contributor of the noise. The work was turned down however it appears the customer's mechanic of choice believed the brakes needed work. We are glad he performed the work at a price he felt comfortable with. R&S did refund his money. It is unfortunate when personalities are so strong that it limits the ability to effectively communicate.  When a customer has been servicing elsewhere for 40,000 miles it is best to refer him back to his original selling dealer, servicing dealer, or mechanic of choice.  

  . 

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new 2023 Escape from Russel & Smith Ford Dealership; I was sold a damaged vehicle. My purchase agreement on Sept 23, 2023 was not honored by this dealership. The vehicle was to be delivered on Sept 25, 2023 since the vehicle was damaged getting the vehicle from storage. I was offered new vehicle and lead to believe the new car was in great condition. After the fact of the new vehicle being driving by the sales rep from Victory to Houston, it’s unclear how the damage had been missed with the noise of the broken hubs being that distance of a drive. Next day, I contacted the sale rep letting aware of the issue on the car and will be bring in the vehicle to get checked. Car was not driving right; the front was making noise. I wasn’t sure if the align was off. My driving was limited calling the service dept to get this resolved. I notice coming to in intersection the car moving if I didn’t hold hard on the breaks. The issue got even worse when trying to resolve the problem. Service dept would not return any of my calls. This auto dealer misrepresented themselves and would not honor the contract agreement. I don’t trust or feel safe taken back the car. Sales contract states a loaner vehicle would be provided if repairs are being done on new vehicle. Vehicle was dropped off on Oct 31, 2023, and no loaner was provided. All attempts to contact the dealership from 10/31 -11/3 to provide the loaner vehicle failed. On Thursday, Nov 2, 2023, received a text notification from Doug, service dept they were currently looking at the front hubs/brake area for failure. Then, I received another texted confirmed diagnosed component making the noise is the right front Hub. A damage wheel hub can also cause the steering wheel to come loose when I’m driving down the road, especially when cornering. Vehicle should not be driving with this type of damage as might result in some bigger issues. Dealership fail to disclose the damage/defect of the new vehicle.

  Business Response

  Date: 12/22/2023

  As Mrs. ****** stated she and her husband took retail delivery of a new Ford Escape on or about September 25, 2023. There was no prior damage, and the vehicle was delivered as built by Ford Motor Company.

   

  The vehicle returned to our dealership on or about November 3, 2023 having traveled 1266 miles. Our customer complained of “front end noise.” The vehicle was diagnosed and researched. A factory service bulletin, SSM51948, revealed a warranty repair common to this vehicle.  The repair, a wheel bearing, an approximately $200 repair, was covered under warranty by FMC. The ******** were were offered substitute transportation while the repair was made. The Russell & Smith service advisor stayed in contact with the customer.   We have transcripts of 12 messages sent by Mr. Torres to Mr. ****** informing him of the vehicle status and several replies from Mr. ******..

   

  In as much as Ford tries to build perfect cars, they fall short.

   

  Russell & Smith attempted to offer the ******** a pathway to trade in their vehicle.  The ******** determined that the initial depreciation of a now titled, preowned car was not financially possible.  Ownership of this vehicle and repayment of the loan remain with the ******s.

   

  Regards,

   

   

  Thomas D. *******

  EVP/COO

  Russell & Smith Automotive

   

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new Ford Expedition on 5/10/2023 and haven't received the registration paper work to get Arkansas license on the vehicle. We currently have expired temp license plate.

  Business Response

  Date: 08/08/2023

  We have spoken to Mr. ******* and the matter is being resolved.

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Yes we did have a phone call. Very much welcomed. I will consider this resolved when I received may registration paper work. To date I haven't received it. 
  

  Business Response

  Date: 08/17/2023

  I have spoken to Mr ******. We did everything I said we would do, unfortunately its now in the hands of the Arkansas DMV and out of our control.

  He needs to contact them. We are very sorry for the inconvenience.

  Al *****

  Business Response

  Date: 08/29/2023

  First and foremost, we do offer 3 month and 3k miles except for vehicles that we clearly inform the customer that this particular vehicle is sold as is for parts.

  We told him multiple times, we put it in writing for him and he signed understanding exactly what he was buying. 

  Even then he came back upset almost in tears a day or two later and we let him out of the contract and gave him all his money back, which legally we did not have to but we did.\

  We also gave him his trade back, who and how the second key was lost no one knows. 

  We did this man a huge favor and this is what we get. We will not be replacing the key.

  Best,

  David *******

  Gsm