ComplaintsforTown & Country Ford, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 25, 2024 I ordered a **** Ranger Pickup truck from Town & Country Ford in *****************, *****. I was required to pay a $500 deposit to place the order. On May 30, 2024 I took possession of the truck by paying the full price for the vehicle by personal check. At the time I was not aware that Town & Country Ford did not credit me with the $500 I had put down for the a deposit. I called the dealership the same day and asked for a $500 refund back to me. *********************, The F&I Manager agreed to refund me the money. Its is now June 21st (22 days later) and the dealership still has not refunded me my money. I call them every 3 or 4 days during this time period and they keep saying the check is cut but the owner needs to sign it. This has been the story for over two weeks. To remedy the situation I need the $500 refunded immediately. I have bought 4 vehicles from this dealership, or its predecessor, and based on how they treat customers I will never ever buy another vehicle from them again or take my vehicles for service there.

  Business response

  07/02/2024

  Hello Mr. ****************** we apologize for your inconvenience, our systems have been down for 2 weeks and are up and running, we are in the process of getting you a refund of $500.00 back to you.

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

  GSM

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/21/23 I was baited by phone into dealership after using their service station for an oil change. Offering great deals on trade-ins. They baited and switched me using deceptive sales tactics, and heavy pressure tactics. I put down $5,000, and had my paid off trade in. The truck they sold me is a 2019 **** F-150 STX model with ******* miles. They inflated the price with the wrong make and mileage. The worksheet I managed to get a picture of says F-150 Lariat with ****** miles.I told the first 2 salesmen (yes two) ********************* and ********************* that I'm on disability for PTSD and not currently working, and I needed to think about it. Big decision. They brought me in an office with ***********************, and sat behind me with me facing him at his desk. This tactic made me very uncomfortable. *********************** was told THREE times I needed to go home, and think about it. They had my truck and key. Two men sitting behind me. And ***** spoke to me in a way that I couldn't hardly respond, or think straight. I ended up buying the truck to immediately have issues with it. They took the truck for 5 days, and gave me a rental. Replaced one tire, and said everything checked out. The truck does not drive right. *********************** promised to make it right, and get me in another vehicle. Lied through a smile. And ****** Brothers yesterday told me it's the transmission. This was a scam. From using their service station, to the phone call, to the sale. They got as much info over the phone as they could, knew what I had, and an idea of what I wanted. Sold me a pretty truck on the surface, that has issues they're denying it has. And they inflated the price to pocket my down payment, and trade in.My trade in went up for sale, and also has deceptive info saying they changed the battery when I had my oil changed, and I have the receipt showing they did not. This new dealership is one I wish I had stayed far away from!

  Customer response

  10/10/2023

  Adding document to complaint ID # ********. Shows the falsifying information to inflate the price of the vehicle by using the wrong make and mileage. The truck they sold me is an STX - base model with ******* miles. This worksheet with *************************************** - general sales manager - signature at the bottom is based off a Lariat (leather seats, electric seats, heated seats) with ****** miles.

  Business response

  11/28/2023

  Please see attached business response.

  Customer response

  12/04/2023

   
  Complaint: 20665232
  
  I am rejecting this response because:

  Everything I said in my original complaint is true. I included a copy of the sales worksheet with the wrong make and mileage. I could've added more details as to the deceptive sales tactics used, but I did not make one false statement. I can prove, however, that ******************** response has several false statements. 

  Words used in ******************** response: integrity, ethically, highest standards, customer service, and exhaustive efforts.

  Mr  ****** got ********************* and ********************* to ask me to lie about my income. I told them no, I was not comfortable with that. How is that ethical? When ********************* called me to bait me into their dealership, I explained my situation over the phone. That I'm on disability making $982 a month and not currently working. I had a part time job lined up, but nothing set in stone. He said just come in and we can discuss your options. I wish I had gotten my Dad or brother to go with me. I've been told as a woman not to go to a dealership by myself, and very regretfully I did.

  After the deal was done was when I got my father involved. The truck scared me. It would downshift, and feel like it went in reverse for a second, and then jolt forward. Along with other issues. They knew that the first day after the sale. They told me that's how the newer **** trucks drive! Three days after the sale I went in and demanded my old truck back. That of course was a no. It also took my PTSD brain a couple days to realize how badly they inflated the price. That's when my dad got involved.  He had purchased several vehicles from this dealership when it was Energy Country. **************** promised my father and me to buy the truck back and get me in a different vehicle, but would not let me look at any other cars on the lot. In the next three weeks, after dragging my father who is on chemo up there for times to try to get **************** to make good on his promise, my Dad caught him in a scam. He lied to us saying he was on the phone with someone bringing new inventory that week. I tried looking at something on the lot that day, **************** said no. My dad noticed a salesman at a kiosk on his phone, and told ***** it looks like you're talking to that man right there. I watched the conversation and it became very apparent it was his employee he was talking to. When we left,  I asked my dad if he believed **********;was lying now. He said yes, but he wanted to wait and see if they would call with new inventory like he said they would. After that, all communications stopped. They couldn't even call me to tell me my plates were in. I waited until 3 days before the paper plates expired,  and called them to see if they were in. ****************** Exhaustive efforts???

  Two months after the sale, my Dad helped me trade the truck in with ***********************, and helped me get a new camry. I lost $15,000 on the trade. I was over $32,000 into the truck after my $5,000 down, the $4,350 for my trade in, and the playoff was $22,000. I had also made two $400 payments to ********** They gave me $17,000 for the truck. And my sales lady let me know a week later they had to put $1,800 into the truck before they could put it on their lot to re-sell it. I asked her if it was the transmission? She said she didn't ask. I knew something was wrong with the truck! And Town & Country refused to acknowledge it.

  What **************** does not know.. is after I realized I would not hear back from him, I filed a complaint through a survey with ********** I told them I was pretty sure they misrepresented me, my income, and the truck they financed. ********* called me to investigate, and I asked him if they lied about my income? He said it just said social security, but I could tell something wasn't right. I got a letter from ********* including a copy of my application. **************** put that I work for social security for the last 5 years making $4,400 a month! Integrity?? The definition of integrity is the quality of being honest and having strong moral principles. **************** must not know that either. 

  So their highest standards are to lie to a finance company to "facilitate" a sale on a truck that had problems I'm sure they knew it had. A truck I never should've left there in? A truck another lot wouldn't sell with the problems it had? I explained I had been held up at gunpoint twice, and shot one of those times. To take advantage of a woman on disability? 

  I'll include a copy of the falsified application he sent to ********** I never saw this application. I'll also include other documents to prove what I've said is honest. 

  
  Sincerely,
  
  ***********************

  Business response

  12/19/2023

  We sold ***********************, a truck and addressed all of her concerns.
  

  Thanks

   

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

  General Sales Manager

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

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

  "It's Possible"

  Customer response

  12/20/2023

   
  Complaint: 20665232
  
  I am rejecting this response because:
  

  I have provided proof that this dealership did bad business with me. Everything about this is unacceptable. His short response tells me he knows I've provided enough proof of that.

  Please be aware of this "new" business and their heavy pressure tactics. And deceptive sales tactics. Inflating vehicle prices, lying to the finance company about your finances, and smiling as you leave there in a vehicle with problems they will refuse to acknowledge. Buyer beware of this dealership! 
  Sincerely,
  
  ***********************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In March of this year I decided I was going to order a custom built 2023 Bronco. I signed paperwork for this vehicle and locked-in my price. The dealership sold out to new owners. I would call/ text the dealership and sales associate looking for updates, but would get little to no response back. Last Thursday 8/3/23 evening I checked the tracking and it said that my Bronco was delivered to my dealership. Since it was late and after hours I waited until Friday 8/4/23 morning to contact my sales associate/dealership. The dealership didnt answer and didnt call me back after leaving a message. My sales associate didnt text me back. I was frustrated, but decided to wait. Saturday I reached out again and with no response. Monday 8/7/23 morning I decided to go up to the dealership to figure out what was going on. Well, it ended up being in the back. We begin to sign paperwork, and I was pulled into a separate room with another salesperson I didnt know. He proceeded to break the news to me that since Energy Country sold out and became Town and Country that I was going to be charged $5,000 over my sticker price. I tried to argue with them telling them I had a locked-in price from my build sheet. They told me if I didnt want it anymore that was okay because they would be able to put it on the lot and sell it for $10,000+ over sticker. Unfortunately since I waited almost 6 months for it to come in and I already sold my truck, I was forced to pay the extra $5,000 because I refused to leave without my new vehicle. I am beyond satisfied with my new Bronco, but I feel like it was kind of shady for them to throw on extra money after I already signed an agreement. Also, why did they not call me when it came it on Thursday, or even Friday? Were they planning to sell it without telling me it came in so they could make an even bigger profit off of it? I wanted to get it financed through my bank but they refused saying it was their new policy.

  Customer response

  08/12/2023

  After posting a review on ****** for Town and Country **** after my experience, then dealership proceeded to threaten me. I never stated I had audio recordings and they have never reached out to me. 

  Business response

  08/30/2023

  Good afternoon Ivy,

   

  We have reached out to Mrs ******* and taken care of the issue and she seems to be very Happy.  She is a local School Teacher and we have even made arrangement to bring school supplies to her school! 

   

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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a 2016 KIA **** from them and 8 days later the transmission went out. I called them to see if there were anything they would do and they told me there was nothing they can do. If they did the 5 point inspection they claim to have than they would have notice there was a problem with the transmission. As of this moment, I am stuck with a broken down car that I haven't paid the first note on.

  Business response

  08/24/2023

  Good afternoon,

   

  I have attached the copy of the as is were the customer signed it.  The car was sold with no warranty. But I would be more then glad to repair the car at our dealer cost if the customer wants to pay us for it. If I an be of any help please call me.

   

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

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning,About 45 days ago my daughter, ***********, and I went to purchase a car at this dealer. I had been looking for a cash deal on a car because I did not want her with a monthly payments but I was not able to find a reliable one, so I went to **** because this where I have bought all of my vehicles. They had a ******************** the shop to be inspected and fixed to resell, still with license plates on it, so I could tell that someone had just traded it in and was not ready to be resold but I trusted them. Today, June 12th, my daughter took it to get the windows tinted and the car would not start. I contacted *******, our sales person and he tells me that they do not inspect the battery of the vehicles before they are resold. I am very upset at this because I wanted a reliable car for my daughter, specially if there is a monthly payment on it. I need for them to resolve this issue or give me my money back and I can return the car to them. We gave all we had for the down payment and I dont expect to have issues with car that should have been inspected this early.

  Customer response

  06/12/2023

  I need for them to actually do a deep inspection of the vehicle and not just make a quick sell of it. Can not be reselling a car with problems to customer who give all their savings in a down payment of a good running car. 

  Business response

  07/05/2023

  As per phone conversation with the Operations Manager, *******************************, he would like for this consumer to please contact him at her earliest convenience @ ************ to discuss this issue. 

*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. ↩