ComplaintsforCovert Ford of Hutto

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle started to have issues accelerating about a month ago. I have a warranty I got when I purchased the vehicle and decided to take it to Covert Ford of Hutto which is about an hour from my house due to bad experiences at the **** dealership closer to me. I brought my vehicle in on Monday, January 27 2023 and it was accepted and placed in que for diagnosis. That week the dealership was slowed down by a freeze and closed for three days. The following Monday, February 6th 2023, I received an update that my vehicle was diagnosed and was determined that in needed a new torque converter. I was told the dealership would be contacting the insurance company I hold my extended warranty with and that he believed my vehicle would be ready by that Thursday, the 9th or Friday the 10th. After hearing nothing that Thursday the 9th I called and asked for an update only to learn the repairs had yet to be started supposedly waiting on the insurance company. I then called the insurance company to find that no one had contacted them. I then went back and forth with the service director and insurance company over the labor cost. When I told the service director of the dealership to just put it all back together and I would take it elsewhere he made a lower offer and I accepted. He then assured me the vehicle would be ready the next Monday, February 13th 2023. Today is Wednesday, February 15th and after again being told my vehicle would be ready by end of day today I still do not have it. I was told it could be ready tomorrow Thursday, February 16th. Even with the delay this should not take 3 weeks or even longer to fix and the fact that I've been told specific days makes me feel lied to and toyed with. I'm stuck in this position and still expected to pay out of pocket over $100 which I believe should be waived at this point.

  Business response

  03/06/2023

  Concerns have been resolved

• Initial Complaint

  01/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2020 **** Truck F-150 XLT ***************** Covert **** Hutto accepted my down payment. Allowed me to drive 4 hours to the dealership with no intention of selling the vehicle. After confirmation of down payment, finance approved, and pickup date confirmed.01-11-23 Inquired about the 2020 **** Truck F-150 XLT through ******************************* New/Used Sales.01-11-23 Negotiated price and was sent to **** with Finance. I filled out an online credit application and my credit was ran and rates were discussed.1/12/23 *********************** Used Manger called and stated they could not sale the vehicle for negotiated price. Evan ********* the price and I agreed to the increase. He sent me back through financing. We negotiated my rate and my payment. I paid a $500 down payment for a scheduled pick up.1/12/23 Sent a summary of our agreement: listing price, rate, deposit and pick up date.1/13/23 Received a confirmation of the summary okay, see you Sunday. 1/13/23 Truck was relisted for a higher price online.1/15/22 Received a phone call from ******************************* at 12:50pm asking when I would be arriving. I stated I was about 30minutes away.1/15/23 Arrived at dealership and was told by ********************* General Sales ***************************************** that the vehicle had sold but they could sale me a new vehicle for more money. The 2020 **** Truck F-150 XLT was still on the lot and listed online for sale. 1/16/23 ***************************************** stated he could show the truck and took inquiries. Never stated the truck was sold.1/16/23 *************************** confirmed at 11:25am the truck was still available to ************************Attached Copy of negotiations Credit application Copy of my file Copy of my deposit transaction Trade In/Loan/Retail breakdown of 2020 **** truck Vin Verification Picture of the vehicle still on the lot 1/15/22 Pictures of the new listing on line Summary of our agreement and a confirmation reply (text) Email confirming the truck is still available 01/16/23

  Business response

  01/27/2023

  Spoke to customer about situation and assured her this was not the way our dealership conducts business. Came to resolution of reimbursing customer for travel expenses incurred.

  Customer response

  01/30/2023

  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

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled an appointment for my vehicle with the *********************** on 11/30/2022. I dropped off my car to be checked out for a noise coming from the engine. My technician ******* told me my car would not be looked at that day. He did not follow up with me until almost a week later when he told me it was a warranty covered issue. He told me I could not drive my car around I had to leave it there, they could not get me a rental due to not having any, and that he would start the process on possibly getting me a reimbursement from **** for me getting my own rental. ******* failed to call me for weeks, with the excuse of waiting on the part from a factory and having no update on my part, rental or reimbursement from ****. I have called at least three times since then to speak with him or a manager and have not heard anything about my vehicle status, rental or reimbursement. I have been without a vehicle since November 30,2022 and have not had an update on my car in weeks. I would like a rental or reimbursement for my rental that Ive had since November, this has been a very expensive and lack of follow up issue. I have NEVER had this much of a bad experience with this ***********************.

  Business response

  01/17/2023

  Part arrived and currently working on customers vehicle, was also able to provide a loaner.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my car on 12/18/2022 and paid $8000 down payment. Today is 1/11/2023 and the car is still being repaired. There were no issues when we test drove the car but as soon as we drove off the lot, the Check Engine light came on and did not go off. We also found the headlights did not work and that the Defrost would not turn off. We were the last to leave so they were closed by the time we found these issues. We returned the car the following day. I spoke with the sales manager, *********************, and told him the car was a lemon and I did not want it. I wanted the sale canceled. He advised the check engine light was probably due to a minor issue like the gas cap not being secured. They took the car and said they'd let me know when they identified/fixed the issue. 5 days later, 12/23/2022, I hadn't heard back so I called. No one would tell me what the actual problem was, or if it had even been identified. They offered me a loaner so I had to drive out to the dealership again. It's now been 25 days since I purchased the car. Still, NO ONE has followed up with me except a receptionist who called to tell me my plates were in. I told her I don't know what to do with them, I don't have, nor have ever had, possession of the car. She transferred me to the service ***** They didn't know anything about my car. The sales manager has refused all my calls after the first call. I was able to speak with *******, sales guy, who informed me that the catalytic converter and O2 sensor were bad, as was the battery, and that the service **** was backed up so my car still hadn't been repaired. Even if they replace the CC and O2 sensor, the engine is still bad. I can't begin to express the stress/anxiety this has caused me. The customer service here is atrocious. I want this sale/contract canceled and my $8000 refunded. I wish I had read all of the other complaints before going to Covert. This is clearly their business practice, and not an exception. How do they have A+ BBB rating?

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I turned my truck in for maintenance on 2 Jan 2023. I wanted a tune up, and alignment service. During my wait I was recommended that to do multiple services for my truck based on the mileage including rear differential fluid exchange. I didnt want rear differential fluid exchange. Later, it was found that I now have a rear differential leak although there is no evidence of a leak on any of my common parking spots at my home. Once it was time for pick at near closing, I had a coupon but they said they couldnt change the invoice because of an online payment was in process. I went home with my receipt and saw the charges and the vehicle check up paper. The vehicle check up paper is another rd flag. There is only a check **** for multi point inspection and no results on any of the sections. Did they even do anything? I also never saw evidence of a leak and I was told it was a slow leak. I thought I could trust a **** dealership service depot but this has all the signs of a scam.

  Business response

  01/07/2023

  Customer is scheduled to come in on 1/10/22 to ********** work performed and correct billing issues.

  Customer response

  01/17/2023

  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

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Soon after I purchased the car the *** failed and I was without a car for 6 weeks. **** corporate offered me **** Protect for free which I took. I don't want or need the 3rd party warranty that was sold but have been unable to cancel it. The warranty company says I have to call the dealer but I can't get through. I want a FULL refund of the warranty, the etching and the key protection as they have never been used.I was ripped off by this dealer. I traded in a 2018 F150 financed at 3.7% and they put me into a 2014 Focus at *****% and I was immediately upside down on the car. I should have realized something was wrong when they had to call the bank to get over the value of the car. They added on etching, extra key protection that I didn't want. I didn't realize this until I tried to trade it in and no-one will finance me.

  Business response

  12/07/2022

  Will be refunding customer for the key replacement insurance $499 and for the **** anti theft insurance for $399.

  Customer response

  12/08/2022

  Complaint: 18459368
  
  I am rejecting this response because:Hello, thank you for your response. I was also requesting a refund on the preferred high mileage warranty as well since **** gave me **** Protect. I have attached the document. The vendor said I would need to contact the dealer, specifically the office manager and they wouldn't cancel it. I understand all this goes back to the lien holder and I acknowledge that.

  
  Regards,
  
  ***************************

  Business response

  12/20/2022

  Spoke to **************** to resolve and correct cancellations. Cancellations are pending

  Customer response

  12/21/2022

  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

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a car on 10/28/2022, paid $1,000 down payment and was told it needed to go through make ready before I could pick it up, so I was given a loaner car and told to give them a few days. It is now November 14th and the dealership is refusing to tell me where my car is, and what is going on. I keep getting shuffled around to different managers and sales people on the phone, so I went up to the dealership and was told they were waiting on parts and needed a few more days. They wont tell me whats wrong with the car, what parts theyre waiting on, or anything. Today I called again and both service departments told me they dont have the car and they never have. Its at another site and no one can help me but my salesman, who is no longer working at the dealership. This place is a scam, and from reading the other complaints its obvious that this is a common practice for Covert Ford of Hutto.

  Business response

  11/16/2022

  Spoke to customer and explained delay. Vehicle was delivered 11/15/22

*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. ↩