ComplaintsforRenaissance Ford

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I scheduled coolant turbo line replacement for 2/7/24 on my 2013 F150 (original owner) due to coolant leaks. 6 hour job. After a week without my truck and daily calls to get status updates, the service manager (******) began avoiding my calls. The information he did provide when I managed to get him by calling on other peoples phones were lies about the status of the repairs and efforts to delay discussions. He finally indicated that a number of his employees had quit and that he was working to replace them. After not being able to contact him the next week, I drove to the dealership on Saturday to see if my truck was even in the shop. I met the dealership general manager (**** *****) that morning as he was working in the maintenance shop. I discussed the issues with him including the impact the loss of the truck was having at my house and to my wife’s business. I specifically addressed the untrustworthiness of the ******, his lies, and dodging of my calls. I requested a loaner truck to bridge the gap. Monday ****** contacted me and offered up a loaner. This was a big relief as we had 3 weeks of garbage piled at our house. He also indicated that a new technician was complying the repair. Two days later he called and indicated he brought in an experienced tech and the tech was redoing all of the completed work as it was not up to spec. Two days after that, the test drove the truck and found the lines were still leaking. The redid their work again and after 33 days I got my truck back from a planned preventative 6 hour maintenance appointment. That was March 11. On April 10th, while changing the oil, I found that the airline feeding the tubes had been left unconnected and I had driven 3600 miles feeding dirt, dust, and moisture into my turbos and engine. My truck now has a constant shudder when accelerating. I have been trying to get ****** and **** to correct the repairs and at this time neither of them will take my calls.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to Renaissance Ford in Altavista, Va on April 19th 2024 to get a vehicle that had more leg room in the back seat. I traded my 2023 ford bronco sport in and was approved for a 2023 ford bronco big bend with had everything i was looking for. I put $2,500 dollars down on the new vehicle and was told they would pay off the old loan within approximately 20 days. The 20 days was approaching and the payment for the old loan was coming up so i stopped by the dealership to figure out what was up wether they sent the check out for the old loan or not. I was told they had not sent off the check due to waiting on the DMV to process the paperwork and to make the loan payment for my old loan. I was also told when i stopped in that they would be sending the check off that day which was on may 9th 2024. It is currently may 30th when i am writing this and the old loan still has not been payed off yet. Ultimately i would like the dealership to pay off the old loan so I am not paying for a loan on a car i do not own anymore and a loan for a car i do have. Other than that i really have had no issues with the dealership and would visit again if they hold true to their word and pay this car loan off like i was originally told they would.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  So back in February I called reassanians Ford because the place before I bought my vehicle from was discovery cdjr they said keep miles down and pay on time for a few years and get back with us so I called it wasn't them so I only filled out a credit application with all my personal information on there the next thing I know I start getting things from a bank saying I owe 30,000 something thousands of dollars and I live in another state for over two years and so I called the bank and they did there investigation and nothing else has been done after promising the bank they would take care or it so I want this matter taking care of don't want to talk to no one or I'm going to get a lawyer and go to the news because something needs to be done I didn't sign anything I provide that to the bank but this dealership forged my signature and they know this why else would they tell the bank we will pay u the money back if it didn't happen

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Feb. 29, 2024 I had traded in my 2020 Ford Explorer for a new vehicle. Since that date my loan for the explorer has not been paid off. It has now affected my credit. The owner has not satisfied their part of our legal agreements.

  Business response

  05/02/2024

  The lien payoff was done and satisfied with the funds wired to ****** *** on 5/01/2024

  Customer response

  05/02/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Notify the all credit agencies that I am not at fault for any delinquencies. Regards, ****** ******

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a timing chain issue and told my vehicle their for repairs on March 27 2024. I was told it would be Monday April 1st to bring it back for repairs and it would take 2days for repairs. On the 1st I arrived at 8 am and was told the tech was ready to start working. I learned that no one showed up that day because of a payroll issue later that afternoon I was told it would be Wednesday before they would finish work. Wednesday I received a message saying it would be Thursday. Then Friday. Then Monday. Monday I was told that it would be Tuesday or Wednesday due to the tech had a funeral so I went by and seen the tech working on other jobs and mine was still setting waiting for them to finish up. I need it finished up but they keep saying tomorrow. They only have a few hours left to get it done. My rental is $100 per day

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I came to the dealership in January 2024 and I was told that I was approved for 2022 Kia Sorrento. I gave a $3000 down payment and put insurance on the vehicle. I was told that it was at ***** ******** a lot and that they would have it here in Virginia for me in two days and I was placed in a loaner car in the meantime. Two days came and went and when I asked, they told me they didn’t have a driver to bring the vehicle to Virginia, this went on for about 2 1/2 weeks. I found out that they had over 60 vehicles repossessed from the Virginia lot and I was told that their ***** ******** lot was sold so I was under the impression that they sold the Kia and did not have it in inventory. After that they ran my credit to put me in a different vehicle and knocked it down by 100 points they ran my credit close to 20 times. I basically got stuck buying the loaner car because I needed a second vehicle, and the financial manager told me out of his own mouth. I would not be able to get another vehicle at another dealership with my credit score being so low. There has been issues with my car that they are refusing to fix even though the car is still under warranty. The payoff on the car is $15,000 even though the sticker price was $12,000 and I put $3000 down bringing the total to $9000. They have me at 25% interest for 60 months For a 2014 vehicle with over 100,000 miles on it and existing issues. I feel like they took advantage of me and now I’m stuck with this vehicle that has all of these issues that I will never get done paying for because of the interest is so high. One of the male employees has harassed me on several occasions and won’t let the other employees help me today. He even came in on his day off just because he heard I was here. There’s been several other incidents that I could better describe over the phone as I won’t have enough space to continue writing in this box.

  Business response

  03/27/2024

  The customer came to our dealership looking for a vehicle to serve as a second means of transportation. She arrived riding with a family member. A salesman helped her out as she came to look at a specific Jeep Grand Cherokee. The customer didn't really like the jeep and ended up looking at a Ford Expedition which was a significantly higher priced vehicle. When asked if she could handle a larger payment her response was money is not an issue. The customer wanted to see what kind of numbers we could put together for p an approval. We then went back to the drawing board and discussed a different vehicle. We looked and looked for a white suv with 3rd row seating.After seeing a kia sorento on our website I suggested that particular vehicle based on the needs she had explained. She loved the vehicle and ask us to get her approved. We sent her information to several banks and finally recieved an approval. In the meantime her family member left and went back home. After getting the approval we presented her the numbers and agreed on a payment. We knew the vehicle was not at the dealership due to it being at our store in ******* ****** **. The customer put down 2000 and we told her we would call when the vehicle arrived in Virginia. In the meantime her ride home was long gone so I decided to help her out and put her in a loaner vehicle, she also owed us several stipulations as welI. After several weeks of not receiving the stipulations she finally brought them in. One of the stipulations was that we needed to prove her income. The income came back about 8 thousand per month short of what she had put on the application. I sent all of the information to the bank and they rejected the contract due to drastic change of her income and her not being full time or part time but only actually working when needed. I explained to the customer she did not budget for the vehicle she had chosen and that we needed to be on a much cheaper vehicle. The customer asked if she could get approved on the vehicle she was driving as a loaner and we decided to switch over to the loaner. I submitted the application with the correct information and signed the customer up and sent all of the documents to the bank. The bank had to call to verify the customer's employment and also complete a welcome call. During the welcome call the customer was very nasty to the bank representative and could never get anyone to verify her employment. The bank also returned the deal and we had to start the entire.  process over again. To answer to the pricing information . The vehicle sales price was 12,701.00 plus taxes tags and fees the total amount financed was 14,059.00. This price included 1000.00 for gap insurance  and I had to get another thousedp for them custome to make the deal work. We have gone above and beyond for the customer . I have all of the document to support this response. Thank you

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Service Concerns: - 7 attempts to fix vehicle - No loaner vehicle provided during any repairs, despite multiple requests Latest status: - Do not have tools to diagnose vehicle - Cannot get tools in reasonable timeframe - Cannot do any further repairs without tools   Staffing Concerns: - 3rd Service Manager since working on vehicle - 1 of 2 technicians quit - Excessive wait times when parts available due to staffing limitation - Many unanswered/ignored phone calls, voicemails, text messages, emails - Dozens of trips to dealership for updates - Lied to many times Safety Concerns: - 1 ton truck with gooseneck ball used to haul livestock, hay, and living quarters horse trailer - When vehicle throws code and loses power, may not be able to safely exit highway or no shoulder available. This puts passengers and livestock at risk. - When vehicle dies, power steering is lost making vehicle near impossible to steer. - After initial repair, vehicle was dumping fuel on the ground creating fire hazard.  Fraud Concerns: - Estimate before involving insurance: $16,234 - 8/4/23 Paid $6,000 via CC - Estimate after involving insurance: $6,787.02 - 9/27/23 Insurance payout $5,788.02 Fraudulent reimbursement payments: - 10/2/23 Stopped payment on CC $4592.61 - 10/30/23 Hot check #1 $******* - 12/14/23 Hot check #2 $3599.61 - 3/4/24 Michael Colbert – Campbell County Sheriff's Office confirmed hot checks over $1000 class 6 felony in VA - 3/4/24 Reimbursed $3599.61 via ***** - All Chrysler, Dodge, Jeep and Ram vehicles removed from lot due to lack of payment since vehicle was taken in for service.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently bought a 2020 Durango from Renaissance Ford on 01/02/2023. Everything went well and the customer service was excellent. the Process was painless, and I am happy with the vehicle. I traded in my previous vehicle for the Durango. We have a contract stating that the pay-off information will be sent to the previous establishment in 21 days. That has not happened yet, and it has been over 30 days since I have purchased the new Durango. I reached out to the establishment numerous times just to try and get information on the status of the pay-off information. I was told a couple times that it should be there already. I have gone back and forth with the bank and the dealership to try and check on the status of the pay-off and still has not arrived at the location. I finally was able to talk to the finance manager and she informed me that she is working to resolve this issue. I was able to gather more information on the dealership regarding this issue and was informed that this is a problem this dealership has. I am not the only customer that has/ is dealing with this issue. I continue to make car payments on a vehicle I traded in, so it does not affect my credit. I am not sure what my next steps need to be. I know I need to consult a lawyer on this matter, but I also cannot continue to make payments on a vehicle I technically do not have. Unless I am able to receive my trade in back since they broke contract by not sending the payoff information.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a truck from Renaissance Ford in Altavista, VA online back in November 2023. It's now Jan 2024. I have not received my registration or tags. I keep calling the dealership and they are being no help. Tell me there's nothing they can do about it. I live out of state, I've contacted the VA DMV they have no records, I've contacted my state DMV they have no record of it. As of now I can't drive it because the temp tag has expired! Buyer beware of purchasing from this dealership!

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2023 Jeep Grand Cherokee from Renaissance CDJR on Dec 18, 2023. The vehicle was falsely advertised showing dealer and manufacturer incentives that were not kept at the time of the purchase. I purchased along with the vehicle their window tint service and professional ceramic coating for the paint. They also agreed to provide a cargo bay cover for the Jeep to encourage the purchase. I have not received the tint, ceramic coating and the cargo cover. I would like a full refund for the services I paid for and my cost of a genuine mopar Jeep cargo cover. I have attempted several times, more than ten times, over the past 30 days to get these services scheduled and or refunded. I have left several unreturned phone calls where I have talked with a person. ***** promises me every time that she is sending the information to the manager and the owner who still have not contacted me to remedy the solution. This is my first and only involvement with Renaissance CDJR and their broken promises and dishonest business practice concerns me about returning for servicing my vehicle.

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