Complaints

This profile includes complaints for Henson Brand's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Henson Brand

  581 I-45 North Madisonville, TX 77864

• 

  Henson Brand

  201 N May St Madisonville, TX 77864

• 

  Henson Brand

  105 S May St Madisonville, TX 77864-2051

• 

  Henson Brand

  204 Interstate 45 S Madisonville, TX 77864-4891

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:11/27/2024

  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.

  Sales manager ran credit applications to 10 creditors instead of the only 1 creditor that I explicitly asked. After learning immediately after receiving notification that two instead of one request had been made, I notified the dealership to cease seeking approval and I was no longer interested in moving forward, he (Al) continued submitting the applications to lenders. Have not heard back from upper management since I was informed that I would be contacted on 11/25/2024.

  Business Response

  Date: 11/29/2024

  Mr. ******,

   

  I received your complaint to the BBB i apologize for the inconvenience I was not aware of the issue prior to this.  I am sorry we were not able to secure you financing.  I do see where you inquired about a vehicle and completed a credit application in order to receive financing to purchase the vehicle.  I can see the Sales Manager after reviewing your credit history attempted to secure the best financing options through different lenders. I apologize we were not able to secure financing to your satisfaction.  We are unable to remove inquiries from the credit reports as the signed application gave us permission to seek financing approval.  

  You can request through the credit bureaus to have them removed they usually will reach out to us to secure a copy of the application.  In some cases, they will remove them by request. 

   

  Again, I am sorry for the inconvenience and that we were unable to complete the purchase

   

  ****** Williams 

  Operations Manager 

  Customer Answer

  Date: 12/02/2024

  Complaint: 22610361
  
  I am rejecting this response because: I did reach out to Henson staff requesting to speak with someone from upper management about my disappointment for having my credit application submitted to so many lenders. I made the request on November 23, 2024 and, did receive a callback from the salesman to inform me that someone would reach out to me later during the day (11/23/2024). To date I have not heard back from anyone from the dealership. When I agreed to meet with a member of the Henson team, I explicitly requested that my credit application be submitted to only one lender; ***************** Finance. I explained that I was already established with the particular lender, and only wanted the application submitted once to them only in order to prevent my credit score from taking a large hit. The company made absolutely no effort at all to honor my direct and explicit/specific request. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 12/06/2024

  Mr. Willis 

    i am sorry we have not been able to connect with you. Our GSM has called a couple of times unable to connect. I do understand your frustration. I did however do some research and see you submitted an application online not in the store. This he disclaimer at the bottom of the link you completed allows the system to submit for approval.  I see Forsight turned down the request for financing along with 3 other lenders,  

  I do apologize we were unable to secure financing for you even through your preferred lender  

   

  By clicking Submit, you certify that all of the statements in this application are true and accurate and are made for the purpose of pre-qualifying you for automotive credit. Actual financing with approved credit only. You further acknowledge that you have read and understand our Consumer Privacy Notice and Electronic Disclosure. You authorize Henson Chrysler Dodge Jeep Ram, our agents, and/or third party lenders to (i) begin a credit investigation, including obtaining your consumer credit report from one or more credit reporting agencies, now and with any update, renewal, refinancing,modification, or extension of any credit transaction with you; (ii) forward or otherwise allow access to your application (including your credit report and any updates or additions) to potential lenders, financial institutions, or other third parties in order to process your application; (iii) store securely the information we collect for evaluation of your application and for use in making additional offers to you in the future; and (iv) contact you via mail,mobile or home phone, text, or email, including by auto dialer or pre-recorded message. If you do not qualify for financing on terms acceptable to you at this time, you authorize us and our agents to re-access your credit data as needed so that we can pre-screen you for future financing and other offers. To receive credit, you may be required to submit a further completed loan application to us or to a third-party lender.

   

  Customer Answer

  Date: 12/06/2024

  Complaint: 22610361
  
  I am rejecting this response because: I just found out this week that the dealership said they contacted ****************** Having experienced first hand the unscrupulous tactics the Dealership has done that were against my instructions, I would have to contact ********* directly to find out if the application was denied by such company that I am very established with. Your mentioned others which denied the application; there should have been non others since I specifically requested ***************** be the lone lending source to submit the applications to. Had I made any untrue statements during the filing of my complaints, I don't feel that most of the lenders would have so swiftly removed the inquiries from my credit report this soon. In closing: my sole purpose for filing this complaint is because the Finance Manager  failed to adhere to my specific instructions. ******************** rejected  the loan application or not, it's not very important to me. What is important to me is that I get what I respectfully asked to be done even before appearing face-to-face at the Dealership.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/23/2024

  Type:Delivery 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.

  We did a nationwide internet search for a jeep wrangler and found the exact one we wanted. On a Friday evening we called Henson Jeep and spoke to *******. He was helpful and we committed to buying the jeep. We offered a deposit but was told it wasnt necessary. The next day, Saturday , we spoke to the finance manager and we agreed that our credit union had the best deal. Our credit it great so there wasnt any concern about approval. First thing Monday morning we called our credit union and they approved the loan. They spoke multiple times over the phone with the dealership to make the final arrangements. The next day we spoke with the dealership and they received verification that funds were being transferred. This was at 2pm. We received an email with the bill of sell and a text from **** saying congrats. Around 8 pm that night we received a call from ***** saying there was a mix up and he had sold the jeep that night. He told us a long series of things that we found out the next day were completely fabricated. In fact we were told that he told the other customers that if they hurried and signed the papers it was theirs even though both our salesman and the finance manager said we had bought the jeep. After a very heated discussion with ***** that night he told us they would call us first thing in the morning to let us know what will happen. ***** also confirmed to us that our funds were received around 1400 and apparently we found out later that his conversation with the other customer wasnt until 1700 or later. The next day No one called us but we did speak to our salesman over his personal phone and he verified that ***** had lied to everyone and basically stole sell from multiple people. We called the dealership 3 times that day to speak to anyone and were told they would call us back but no one ever did.

• Initial Complaint

  Date:02/22/2024

  Type:Sales and Advertising 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.

  Bought vehicle 3/23/2022 and still awaiting spare key. Was told when getting vehicle spare key was misplaced or lost by someone at dealership. Was told a replacement would be ordered and notified when ready. Never received a phone call, so I called Salesman "****" claimed that **** wasn't allowing orders for replacement keys yet, but would let me know when able to order and get to me. Again never heard anything called back and got same story from Salesman, but this time he wanted some personal information such as insurance and such which was odd. Again never heard anything this time I spoke with Sales Manager don't recall name but he said he would look into and get back to me. Never heard anything, so February ************************************************************************************************************************************************************* with "new" Sales Manager "******" I believe was his name. He asked about the situation and I told him which he said the Salesman "****" was no longer there, which I said imagine that. He said there was no record of anything in the system, so he would need to get with Parts Manager (already gone for the day) and he would also need to get with **. Took my information and told me they either he or the ** would be in touch. Fast forward a week nothing finally called myself in which Sales Manager quickly got me with ** in which I again told him about situation. As well I asked if I needed to go on ************ to slam them in order to get anywhere which he didn't seem to concerned, but said he would look into. He did call back and tell me key was ordered and they would call when in. Fast forward almost another week and nothing. I spoke with my local dealership and they said they could have me a key next day. Another concern I have is the fact they don't allow you to get your own financing which I quickly refinanced after I bought vehicle and saved 5% on my interest rate. Would say buyer beware.......

  Business Response

  Date: 02/27/2024

  I apologize for the inconvenience.  Please email me directly a receipt for the key and programing from your local **** dealership.  I was not aware of the issue. 

  I would have offered.to reimburse you since you live in ********.  Please email me i will process and check and get it right out to you. 

  Should you have any other concerns please call me directly?

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

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

  Operations Manager 

  Henson Brand Dealerships

  ************ cell 

   

• Initial Complaint

  Date:01/12/2024

  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.

  I purchased a vehicle from Henson Ford 5/1/23. Henson Ford included after market options, Gap and a service contract totaling $14,595 that were not discussed with me at all or as additional charges to the price of the vehicle. Unfortunately I fell victim to the fast talking, deceptive sales practices used to confuse people into signing something that they don't entirely understand. I was not provided with any contracts or info for any of **************** options or Gap. In mid June the Finance ****** told me that the service contract had been cancelled but in October I found out it was not. Finally, after much persistence, in early July I was provided with a handwritten breakdown of **************** options but still no contracts or identifying information. I submitted a cancelation form in July for 3 items but they did nothing with it.In October I finally received copies of the missing contracts after reaching out to the general manager and through a long process was able to get all cancellations submitted.There isn't enough room on this form to tell all of the mistakes or misdeeds of Henson Ford but here is where I'm at over 8 months later.In October my lender received a check for $4,430.59. They prorated the refunds for the Gap and 2 of **************** services that were short of $335.41.In November my lender received $3,213.00. I have yet to receive a breakdown of this amount that makes sense from Henson Ford. Henson Ford said they sent a check to my lender in December for the $335.41 shortage but my lender hasn't received it. To date, $7,643.59 has been refunded out of $14,595 that I have been trying to cancel since May 2023. I am still due refunds totaling $6,951.41 from Henson Ford.l let them know in May/June 2023 and more recently that I want to refinance the vehicle. I've been unable to do so because of the pending refunds and continue to pay interest at a higher rate as well as on the thousands of dollars still due to me.

  Business Response

  Date: 09/27/2024

  Mr Burke 

   

  I am sorry for the delay in response . I just received this notice by mail . After researching this i find the below information in our files. Please call me directly ************ ****** ******** if you need any other assistance  

  Again I am sorry for the delay . 

   

  After reviewing Mr. ***** complaint letter and the refunds that had previously been issued to his lienholder, it was discovered that the refund for the *** was never issued and an additional $187.00 refund was due on the cancellation of the windshield protection.
  

  
  A check in the amount of $1,187.00 was sent to Truist, his lienholder, on 9/20/2024.  The package was delivered and received by Truist on 9/24/2024.
  
  The products that were purchased by Mr. ***** totaled $14,515.00 and refunds totaling $14,515.00 have been issued and sent to his lienholder.  All refund checks that have been issued have cleared our bank EXCEPT for the check that was just issued on 9/20/24 in the amount of $1,187.00.
  ...

• Initial Complaint

  Date:01/03/2024

  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 purchased a 2023 ram **** November 3rd 2023. We agreed upon ********* total price. They tried to sell me an extended 3rd party warranty and I said NO 5 times. I was shown papers with no extended warranty or charge for it. When changing my insurance over I noticed the papers I signed were not the one I was shown. The finance director ******************* switched the papers and charged me $2250 for a 3rd party warranty. I immediately called and *********************** sent a cancelation form which I signed and returned. That was November 8th. I called December 7th and was told *********************** was out for extended time so I spoke with ******* who then stated she will find our why it has not been fixed. Now it's 2 months later I'm paying interest on that charge. Anytime I call no one on finance is available the manager will not take my call or call me back. I have been scammed and I just want that money paid back to the finance company including the interest. Please help

  Business Response

  Date: 02/27/2024

  Mrs.Flake 

  I am sorry this has gone on so long. I see here we canceled your extended warranty 11/08/2023 and a refund of ******* went to ***** financial services. , 

  This has been processed as you requested.  I am sorry feel like this was not disclosed i did review the contract for signatures and they are present on all documents.

  I apologize you could not reach any one in finance should you have any questions in the future call me directly.

   

  **************************;

  Operations Manager 

  Henson Brand  

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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 was going to buy a 2018 ****** Sentra from hendson brand advertised at $14,400 they got everything approved and then said it was $16,9999 I said no that's not the advertised price this was the end of March 1st of April they advertised it online for $14,400 I have pictures

  Business Response

  Date: 04/17/2023

  I am sorry for the inconvenience. I pulled the file and see where you were trying to purchase the Sentra.  I am not sure what happened with the deal.  I would be happy to work with you to finalize a car deal .  I looks like that unit sold the beginning of April.  Please reach out to ***** your salesperson to review what we have in inventory that will work with the approval we have on file. 

   

  **************************;

  Customer Answer

  Date: 04/17/2023

  Complaint: 19942963
  
  I am rejecting this response because: they need to take action on what they put online and not try to charge another price I don't know whether I want to work with them or not they were not very nice
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair 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 took my car in for service shortly before the Christmas holiday...the original estimate was $1600 from ****** in the service department...then the estimate went up to $5600 because of "motor damage". A $4000 increase was a huge jump but ****** assured me the motor would be redone with a warranty so I agreed. I then got a loan to cover the $5600. Today they called and said they made an error (they forgot to include labor) and it would be $8300 or so. I don't have that much. I just want them to honor the $5600. Regards ****

  Business Response

  Date: 01/20/2023

   

  I am sorry for the issue i understand you have already picked up and vehicle for the priced agreed upon . 

   

   

   

  **************************;

   

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  With the exception of the ** issue, 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

  Date:11/29/2022

  Type:Sales and Advertising 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 was the recipient of promotional material that was intentionally deceptive. This deceptive promotional opportunity is associated with the Grand opening of the Henson Chevrolet dealership in ************, *****.The material offered prizes to lucky recipients. The promotion ran from Nov 25th, to Nov 30th of 2022. Prizes had to be claimed by Dec. 3rd, 2022. The promotional material did not properly disclose the conditions needed to win designated prizes. Additionally, the consolation prize was not as depicted on the promotional material and a generalized term was used with the intent to deceive consumers. The prize image is of significantly higher value and quality to the consolation prize actually given out.The material was arranged in such a way as to suggest winning conditions. The lack of proper disclosure on winning conditions allowed consumers to draw incorrect conclusions on winning status. This deception resulted in taking leave from employment to make a 100 mile round trip to the dealership and back under the false assumption of having won a significant prize. Had the promotional material been honest and forthcoming with the details of the promotion, I would not have made such a costly trip as I would have been able to determine that the gain would not have outweighed my expenses.

  Business Response

  Date: 12/14/2022

  Occasionally, we have an invitation sale directed by a 3rd party company.  A game piece mailer is sent out to individuals with the intent of highlighting our dealerships, generating interest with potential new or used car buyers, and offering a chance to win a prize just for visiting our stores.  Recently, we had a Grand Opening Sales & Giveaway Event sponsored by ************************** Company.  All of the advertisements in the mailer have a full disclaimer printed or posted somewhere on them. In each case the flyer that was sent out had a disclaimer on the back that explained the contest rules. Clearly stated Customer Must "Match Winning Number ************** Posted At Dealership To Determine (Which Prize) They Have Won." It further stated the odds of winning etc... All of the events are fully insured through a company called Hole In One.  The intent is to have winners but in most cases the invitation goes to over ****** potential clients.  In the event the client does not win one of the larger prizes, we still give everyone a gift "just for stopping by". 
  

   

  **************************;
  Operations
  

  
  

  Customer Answer

  Date: 12/14/2022

  Complaint: 18478340
  
  I am rejecting this response because: The disclosures on the back of the flyer fail to define the prize board or even remotely describe the fact that numbers on the prize board will not match the numbers from the combination box. The language of the flyer is intentionally deceptive regarding the "winning combination" while failing to define what is meant by "winning combination" and specifically referring to the device attached to the flyer as the "combination box." The purpose of the "winning number" that is disclosed on each flyer was not defined anywhere in any of the text or disclosures. Furthermore, the text containing the combinations that constitute a winning flyer were deliberately paired with an image of a prize above the numbers in an attempt to wrongfully suggest that a prize may be associated with that number.

  These issues aside, the flyers deliberately misrepresented the products being offered as prizes. The consolation prize in particular was misrepresented on the flyers. The image depicted as the prize that would be won was of what appears to be an Apple brand smartwatch. The flyers failed to disclose the estimated value of this consolation prize while deliberately misrepresenting the actual consolation prize that would be given out. 

  I encourage you to look more closely at the flyers in question and present any proof that contradicts what I have stated here. The reality is that all of this could have been avoided by being honest in your prize offerings and properly define ALL elements required to win, as I can assure you that elements regarding the "winning number" were deliberately withheld from the disclosures on the flyer.

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

  Business Response

  Date: 12/15/2022

  I am sorry the response does not satisfy you.  But this program is provided by a third party.  I will make sure in the future if we do another third-party sale that they are clearer in their marketing. 

   

  **************************;

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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 found the car online and applied for credit and contacted sales. After a week, the car was not ready for sale due to a windshield replacement and I declined to pursue the purchase. When applying for financing, they asked for a photograph of a down payment check, a copy of my ID and proof of insurance, although I never provided the check nor did I ever visit to the out of state dealership. Upon declining the purchase, the next morning an *** deposit based upon the photograph of the check, posted to my account. I emailed sales and told them I was not purchasing the car and to refund my money immediately. Two days later, the finance department contacted me to confirm cancelation of the purchase and said they would refund my money by check within 7 to 10 days. Not wanting to wait the 10 days, I contacted my bank to stop the *** withdrawal. Within days, they had sent me to a collection agency because I had stopped payment on my downpayment check. I have never signed a single document, much less a **** of sale or a bank financing offer. I have never been to that dealership, I have never seen that car. I have never purchased the vehicle or taken possession of it. They never had signature authority to do an *** withdrawal. I want a cease and desist immediately.

  Business Response

  Date: 07/26/2022

  I am not sure who sent you to a collection agency because we do not report receivables to an agency for collection.    The letter may have come from the 3rd party company who guarantees the checks . Then the dispute would be with the company who reported it to the agency .  I am sorry it is not us.  Contact the agency who holds the collection they can give you the information who reported the debt to them.  

   

  I am sorry we could not help with this.  No funds have been collected by Henson since you cancelled the ***** So no balance is owed to us. 

   

  Call me should you need any help 

  ****** Williams 

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

• Initial Complaint

  Date:07/18/2022

  Type:Billing 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 placed a $100 deposit down to build a **** Bronco utilizing Henson as my dealership. After an agonizing wait, I received emails from **** confirming that my vehicle was scheduled to be built, photos of the vehicle coming off of the assembly line and finally that it had been shipped to Henson. When I contacted the salesman I had been dealing with, he indicated that the vehicle would arrive between July ****. On July 3, I was notified that the vehicle had arrived. Due to my wife's medical condition, I had planned on having a few days to get finances in order (selling my old vehicle and financing). Henson sent the price of the vehicle which was $11,000 over what I was quoted. They then ran my credit for $15,000 over the quoted price resulting in my credit being declined. On July 6, I was told I had until noon the following day to pay the elevated price (which included a $5,000 extended warranty I had not asked for) or the vehicle would be sold. My vehicle was sold that following weekend. Aside from the unethical business practices, my complaint is that I have tried repeatedly just to get my deposit back that was provided two years ago. The dealership refuses to respond to my requests. At this point, I simply want my deposit back.

  Business Response

  Date: 07/19/2022

  
       ****************** did put down $100 through the **** site to reserve a Bronco.  The Bronco was ordered and scheduled to arrive around the end of March or early July.  ****************** was made aware and knew the Bronco was coming in.  The Bronco came in and sat on the lot for 7 days waiting for him to either provide his credit application or secure his own financing.   He finally sent us his application and his credit score was below the approval threshold  with multiple high dollar charge offs. We also got an application on his wife whose credit score was about the same . We initially submitted his application with gap and warranty at 70k and decided not to **** up the Bronco, but to sell it at MSRP.  When the deal was turned down by the lenders due to credit, not price, we gave him the option of providing us with some info that he could get it approved at his own bank.  He never gave us the info we requested, and we sold the Bronco to another person.  ****************** had adequate time to secure financing and I will get with the back office and see what we need to do about his $100 refund he did online with ****. why here...

  We have contacted the customer and advised him we will send him the $100.00 deposit so he does not have to wait for **** to process it will we will work with **** to get the refund. 

  Customer Answer

  Date: 07/20/2022

  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.  I would like to point out however, that the justification is not correct.  I was never offered the vehicle at MSRP.  Instead, the vehicle was sold presumably at the elevated price.  I would also point out that, per my bank statement, my credit was run for $75,000, not the $60,000 that the dealerships claims to have offered me.   
  
  Regards,
  
  ***********************