ComplaintsforCovert Ford of Hutto

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Initial Complaint
06/24/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Earlier this year I purchased a used Audi A6 from the dealership. After verbally declining the extended warranty and verbally declining the lost key warranty I electronically signed the paperwork to purchase the vehicle. A month later I reviewed my first bill and reviewed credit report and realized I paid roughly $7,500 more for the car than we had agreed to (built into my monthly payments). I then reviewed the paperwork that was provided to me on a thumb drive and discovered that the extended warranty and the lost key warranty pages had my signature on them and that had been added to the purchase price. I fully believe that I either did not sign those pages and my signature was added or I was tricked into signing those warranty pages. I would NEVER intentionally sign for a "lost key" warranty at $500 and it would be very unlikely that I would sign an extended warranty when my previous A6 that I traded in never had a single problem! And I have never once lost my keys!
Business response
06/25/2024
A review of this transaction revealed all signatures were done in person and time stamped the same timeframe as all loan docs that were signed with matching signatures. So the accustation of forgery of false. Not only did ***************** sign each of the warranty forms, but also signed 3 additional times (loan contract, buyers order and electronic finance menu) acknowleding them. I have attempted to contact ****************** leaving him a voicemail as well as an email with this attached cancellation form. Once it is signed, the refund will be sent to his lender Credit Human FCU and applied to the principal balance of the loan.
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a 2022 **** Maverick, I have taken it to Covert **** Hutto 3 times for milage maintenance. Not to long ago I had a leak in my rear passenger tire so I took the vehicle to discount tire to have the leak fixed. The representative at discount tire checked the tread on my tires (these are still the stock tires that came with the truck rated for ****** miles and I only have ******) my front tires are so low they would fail state inspection while my back tires are still almost brand new with no tread wear. I contacted the service manager at the dealership and she is refusing to do anything to help me honor the warranty on the tires. I strongly believe that the reason the front tires are more worn down than the back tires is because they did not do the tire rotation at all during the service maintenance all three times. After posting on ********* I have seen multiple customers having the same or similar issues.
Business response
05/22/2024
Vehicle has returned to verify tire wear and resolution has been reached.
Initial Complaint
03/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a 2019 **** edge but before signing the contract we noticed the vehicle had a missing headrest. We notified the salesperson and he said he would take care it. Here we are 15 months and I still have not received my headrest. It has been on back order, the shop ordered the wrong color. So many excuses instead of getting the headrest. The car was purchased 12/19/2022.
Business response
03/25/2024
We were able to locate a headrest for the vehicel and should arrive this week.
Customer response
03/30/2024
Complaint: 21450018

I am rejecting this response because:

I still have not received the headrest.

Regards,

*************************
Business response
04/29/2024
HEADREST HAS BEEN DELIVERED
Customer response
04/30/2024
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.

Regards,

*************************
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
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.
After almost six months, I have still yet to receive the *** refund from my cancelation. I have contacted the dealership and the lienholder multiple times and a solution has yet to be found. The dealership stated that they sent the money to the lienholder, whilst the lienholder stated they hadn't received anything, and ultimately, my refund has not been returned to me.
Business response
02/29/2024
Attached is Flagship's request to send the gap refund to them as it is thier policy to do so. Our check was cut 01/23/24 and overnighted to Flagship. They however did not cash the check until 02/14/2024. The refund of $210.40 is your prorated amount from your original $300 purchase as you have already uploaded. Please contact Flagship **************.
Customer response
02/29/2024
Complaint: 21365607

I am rejecting this response because the document you attached is not viewable and the information stated is different from what I was told by the manager, *****, with whom I spoke with in December.
I need proof and documentation of everything; the check number, date it was cashed, and the tracking number to ensure it was received by the lienholder because they steadily claim it has yet to be received even though ***** informed my the funds were released Nov. 6th 2023.

Regards,

**********************
Initial Complaint
12/19/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Yesterday I brought my **** Explorer Timberline for a regular oil change to Covert **** Hutto Service. They made me wait for more than 2 hours for a simple and also scheduled oil service.They completed it and I drove to my home in Georgetown which is a short drive.This morning I noticed an oil leak at the bottom of my car. I don't know what kind of damage they caused during oil change so it's leaking out.
Business response
12/22/2023
**** mobile service van to clean residual oil and diveway.
Customer response
12/26/2023
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.

Regards,

**********************
Initial Complaint
12/06/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 4th my wife went to look at a 2020 Dodge Ram ****. After looking at the truck and driving it she decided to proceed with the purchase. After hours of being hassled about GAP insurance and Warranties that she continuously declined they moved forward on the price of the vehicle. After making the Dealership aware that the price listed on their website was ****** and not the ****** on car Gurus they declined to honor their price. They stated that it was a typo on the website and they could not and would not honor the price that they were advertising. On top of that they threw on some bogus aftermarket upgrade charges to the vehicle which was not on the advertisement. The way this company does business is unethical. How can they have a price on their website and delibertly charge a higher price even after you point out the price that they are advertising for. There sales tactics are to ******* and wear out their clients until they feel pressured into to signing a deal.
Business response
12/17/2023
Spoke to customer about experience at the dealer and assured him this is not how Covert does business. Issuing refund for difference in price
Customer response
12/18/2023
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.

Regards,

*********************
Initial Complaint
10/09/2023
Complaint Type:
Customer Service Issues
Status:
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.
9/29/23: So. Disclaimer. Yes. I bought the car "as is". Yes, I decided to agree on paying $4000 above ***** Blue Book. Well, minus $1500 with the high dollar they gave me for my trade in. That's beside the point. What I did not agree on is buying a barely legal vehicle. Not only was one of the headlights out (It took an arm and a leg to try to get the car in to get that fixed), but the tires were also borderline bald. One was at a 3! The others at 4s. If I understand correctly to be legal tires have to be at a 3/32 or more. Again, barely legal. I've had to put air in my tires 3 times within the 2 months I've had it. I get to the tire shop and guess what. There's tire wear on the inside of the tires which means there may be an alignment issue. Which means whatever issues were going on, were going on long before I bought the car. Then, there is something wrong with the gas mileage. It gets less than 15 miles to a gallon. And guess what, $170 to diagnose and then it would be a good 10 days without a vehicle. Granted I spoke to a manager who, after having to beg them to look at it they would do it for free, but I'd still be without a vehicle for almost 10 days. I had to schedule a time a month in advance in order to get same day service. The thing is that I contracted RSV/Flu and could not make the appointment. I left a voicemail and got no response. Just be very careful with how you do business with these people. Don't trust that they have your best interest. They're only in it for the money. Which, granted, I was stupid not to think so. They pride themselves on being "family" oriented, but with "family" like that who needs enemies. I'll keep you guys updated with any other problems I find. They were pretty nice though so.. 2 stars. Oh and I still haven't received my registration. After 2 months.Update 10/1/23: I sent an email to the ************************* email. Just waiting on a response.
Business response
10/27/2023
Spoke to customer to arrange an appointment to have vehicle inspected but they no longer have vehicle.
Customer response
10/28/2023
Complaint: 20712511

I am rejecting this response because: They were negligent in their response prior to losing the vehicle.

Regards,

*************************
Initial Complaint
08/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought 2020 Silverado **** for Covert back in October 2022. When I bought the truck, the finance guy sold me an extended warranty and said was bumper to bumper and covered everything except components meant to wear out like belts and brake pads. Flash forward to August 2023 my truck has to go into dealership due to breakdown. Service writer submits to warranty for new fuel pump and it gets denied. Called warranty company Ally Auto, and they told me the dealership submitted me for a warranty that only covers "high tech" components. Finance guy at dealership straight LIED to me about what said warranty covered. This is the 2nd time the Covert dealerships have screwed me over on a vehicle purchase. NEVER and I mean NEVER buy from these guys!! They will lie to you every chance they get!!
Business response
08/24/2023
Spoke with customer, corrected his extended warranty and existing repair.
Customer response
08/25/2023
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.

Regards,

***********************************
Initial Complaint
04/14/2023
Complaint Type:
Billing Issues
Status:
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.
I am providing the email chain to help fully explain the situation. In summary I purchased a new 2022 F250 in September 2022 from Covert **** in Hutto. On the date of purchase Covert **** had sold me additional warranties with stipulations the warranties could be cancelled within 30 days and any refunds would be issued to the lien holder. I requested the warranties be cancelled within the ******************************************************************************* a refund to the lien holder. Multiple attempts have been made by myself for confirmation of cancellation, refund amount and most importantly an itemized summary of what would be issued back to the lien holder. I have been giving multiple excuses as to why I have received delays and most recently Covert offered to write a refund check directly to me and not the lien holder but still would not confirm cancellation or any financial amounts. I have been paying interest on this money for 8 months now and I would greatly appreciate some answers. After reading some BBB complaints it appears I am not the first person to be given this run around from Covert Dealerships.
Business response
04/24/2023
Per my conversation with ****************, there was a misunderstanding on what was requested to be cancelled so only 2 of the 4 coverages were refunded. I attached a copy of the first check as well as proof that check was cashed for the initial 2 coverages as well as a copy of the check issued today for the remaining 2 coverages. All coverages were issued 100% refunds from original purchase pricing. An email of these copies have also been sent directly to ****************. Should there be an further questions or concerns he now has my direct contact information.
Initial Complaint
03/03/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Regarding previous complaint ******** The warranty company stated they refunded in the amount of $1,693.14 on Dec 21 back to Covert **** Hutto. The refund still has not been sent back to Ally. I try to call the dealer and get forwarded to a voicemail every time and haven't received a response.

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