Complaints

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:05/21/2024

  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.

  My husband and I purchased a pre-owned 2020 RAM 2500 Power Wagon (VIN# *****************) from this dealer on 4/12/24. We paid the full purchase price with a cashier's check (not a personal check) that was from the same bank the dealership does business with ************** Aside from the terrible experience we had trying to complete the sale at the dealer that day, or the nightmare we have dealt with since, the sales manager (***********************), finance person (*****************), and title work person (*********************) said they would mail the title for the vehicle and they never have. It's been 40 days and legally they only have 30 days before they are out of compliance.

  Business Response

  Date: 05/28/2024

  I reached out and spoke with the Bennetts. The title to this vehicle had to transfer through 3 states. The paperwork had been processed and at this point they were just awaiting the North Carolina DMV. 

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair 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.

  2/20/2024 I purchased a **** Protect extended warranty for 5 years and 125K miles from Richmond Ford West on 5/5/2019 who was the primary service provider for the next four years on the 2019 F150 that had been purchased new on 4/1/2019. In December of 2023 a Camshaft phaser issue was noticed at an oil change being performed by ********************* Fort in **************. When I researched the problem I discovered that **** had been sending service bulletins on this issue to their dealers but no notice was given to the customers by **** or the dealers. How are the customers to know of this issue if the Dealers and **** do not tell anyone? When I filed a complaint with **** to get the issue fixed their response was that I did not have an extended warranty. Their official position is that I never had an extended warranty. On 2/15/2024, nearly five years after the purchase, I asked Richmond Ford West to enter the warranty into the system so **** could see the warranty. If I had known of the issue at any time I could have checked for the issue periodically, extended the warranty, or traded the truck in. I never received notice of the issue being checked for during the term of the warranty.Someone in the **** chain is responsible for this design fault being sold to the public without notice of the ongoing issue that was well known to **** and their dealerships. The **** Dealers are charging $4000 to repair the **** design flaw only know to **** and their dealerships.

  Business Response

  Date: 02/21/2024

  ****** has obtained information from several different dealerships on the repair of his truck. The warranty he purchased was attached to his vehicle however it is expired. We are working with the customer currently on purchasing a new vehicle.  

  Customer Answer

  Date: 02/21/2024

  Repair to be done at the expense of Richmond

  **** West for all phaser issues and any related damage.

  At least one of the Richmond dealers is reporting additional

  Repairs related to the phaser issue. The new phasers need to

  Be the newest version beginning with ML.

   

  ML 3z-6256-A 1x

  ML-32-6C-525-A-1X

   

  There will be 24K left on the original warranty which would have cost me $650 originally.  That

  Will be the cost I will pay for the remaining warranty.

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 02/22/2024

  2/21/2024 It is misleading to state that the warranty attached to the vehicle has expired. The phaser issues on **** Ecoboost engines show up initially with a check engine light. Then There as to be a test done with an OBDII scanner to determine if the phasers are the cause. There were more than one check engine light errors during the 5 year 125K *****************. How many times a phaser was used during the term of the warranty to see it was a faulty scanner was the cause is important. If there were no tests done by the servicing dealer then the only way to know is to wait till a technician hears a rattle on a routine oil change. I was checking with other dealers to get a sense of what they were finding as well as cost to fix.

  Business Response

  Date: 02/24/2024

  This vehicle has not been to our location since September 9th of 2023. At this time the customer did not indicate nor did the truck have any engine lights or codes in the vehicle. If it did we would have recommended further diagnosis. We completed a routine oil change on the vehicle. 

  Customer Answer

  Date: 02/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 02/26/2024

  I did not accept the latest response from Richmond Ford West.  The last time I went in on 9/9/2023 there were two service engine warnings  recorded on **** Pass that day. The dealership did not know it.

   

  During the extended warranty there were numerous such warnings but none of the dealers knew it and none checked for the design flaw with phasors in the 2017 to 2020 3.5 ecoboost engines. I did not **** to notify Richmond Ford west because **** was sending them bulletins on the issue. Neither **** nor the dealerships(including Richmond Ford West) shared that information with their customers nor did they check for the issue that they were notified about.

   

  ********* accepts responsibility if the damaged phasors show up during the term of the warranty.  But they did not notify the customers so they would knew what to look for and when.  Neither did their dealers. Now Richmond Ford West says I should have notified them? Of what. Their secret.

  Business Response

  Date: 02/26/2024

  I have had my staff trying to handle this situation for much longer than needed, and appreciate the fact that the BBB did close this case. We try to go the extra mile for our customers throughout their ownership experience, but sometimes we hit a road block. We are authorized by ****, to address any failures under the warranty period that occur. We are not authorized to make a repair because something might happen. In this case we had no symptoms or check engine messages communicated to us or witnessed by us, that would allow us to make a repair. If we had, we would have gladly made the repair, and been compensated by ****.  We always feel bad when a customer has a failure outside of the warranty period. When this does occur, we try to do one of two things:, trade the customer out of the vehicle or make the repair at a much reduced cost. We offered both of these to this customer to no avail. We are sorry for ************** failure but to resolve it would take two interested parties. There will be no further correspondence from my organization. All the best!

  Customer Answer

  Date: 02/26/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair 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 August 2021. I never missed a payment, never missed a service appointment, made sure I took the best care of my vehicle. My latest service appointment was November 2023, I was advised that my car was in great condition minus needing new tires (I took care of that at another establishment as Richmond Ford West quote for tires just wasnt in my budget at the time. January 1, **** my car broke down due to needing a completely new engine. Not once in any of my service appointments did they say my engine was having issues or I may need a new one in the future. According to documents, it was fine! The quote I received for a new engine was $12,000 and I cant afford that! I asked about other options, potentially a trade in or something and they told me $7000 for the simple fact that theyll need to cover all expenses to be able to get the car back on the lot for resale. Now im without a car and a huge pile of debt and a bunch of men telling me its just business. No way should I be without a car after 2.5 years or even responsible for ditching out money that I do not have to fix an issue Im sure they knew about! Im a single mother barely making ends meet, I need some sort of accommodation. I need more help than they want to give. This is unacceptable! Ive done nothing wrong but been a loyal customer to an establishment thats more concerned with money than the well being and satisfaction of their customers.

  Business Response

  Date: 01/28/2024

  We understand and sympathize with **************. She purchased this pre-owned vehicle approximately 3.5 years ago, and as you know, we are unable to predict the reliability of a vehicle, and recommend that buyers purchase warranties to cover their ownership experience. This vehicle is not covered by a warranty, leaving the responsibility to ***************  ************** is very frustrated with the situation, and our position that we are unable to assist her  without some financial participation from her. She would like us to cover her entire loss, leaving us at an impasse. 

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [    First off, its only been 2.5 years and within that time Ive put entirely way too much money and headache into this vehicle. May 2022 my car was in the shop for TWO WEEKS due to me having issues with my transmission and even though my warranty covered a rental, they didnt give me one and that was less than a year of me having the car! Theres no way this establishment can advise someone when theyre going to need new tires, new brakes, new anything in the future but cant tell when a mechanical issue such as the engine is going bad? Thats what you call bad business, HORRIBLE BUSINESS and incompetence workers. THE *** WAS JUST WITH THIS ESTABLISHMENT NOVEMBER OF 2023 WITH NO ISSUES, LESS THAN 2 MONTHS LATER - NOW I NEED A COMPLETELY NEW ENGINE AND IM RESPONSIBLE FOR IT??? IM RESPONSIBLE FOR THE OUTSTANDING DEBT ON A *** THAT THE DEALER KNEW WAS A LEMON. ITS ONLY BEEN TWO AND A HALF YEARS!! ABSOLUTELY NOT! UNACCEPTABLE! You mean to tell me none of the cars on your lot have a life expectancy of more than 2 years, maybe thats something all your customers should now!!! ******************* the general manager just told me I shouldnt be responsible for paying anything out of pocket but because daddy (***************, the president of the company) dont want to do anything that doesnt benefit his business or his personal income, now Im responsible? Like I said before its plenty that this establishment can do, they just dont want to because Im a young black female who they think will get overlooked but I wont stop until I get a resolution that make sense and deserve! This is something I put my HARD WORKING MONEY into, this is my means of transportation to get to said job that provides my livelihood. Leaving them at an impasse? All theyre going to do is rebuild the engine and put it BACK on the lot for the next person to have this same issue 2 years later down the line. I NEED A RESOLUTION, them saying its nothing they can do is not good enough for me!   ]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising 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 was looking for a used car under $10,000 so I clicked on their link and was browsing and came across a truck that looked like an amazing deal. I messaged them about it and when I did they changed the price and said that it was a mistake. I have the original screenshots of the price I saw.

  Business Response

  Date: 12/14/2023

  This vehicle is a 2020 Ram ****. The price should have reflected $48,500 not $4,850. Most consumers in the market would realize this discrepancy is an error. It was not an attempt to gain extra profit by any means. It was a clear pricing error and corrected once noticed. 

  Customer Answer

  Date: 12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair 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.

  On September 5, 2023 I purchased a 2023 **** Bronco. I was very specific about No additional add on. When I reviewed the documents days later there were charges of $4,140 for a maintenance plan and insurance plan. I contacted the dealer and they agreed to remove the charges. Didn't happen. I contacted the dealer a second time...again charges never removed.

  Business Response

  Date: 11/15/2023

  The customer did sign up to purchase these items. The were canceled and applied to the loan on the vehicle. The customer thought it would come directly to them I have spoken to the guest and she is aware it has been refunded!

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  My 2013 **** Edge has been at the dealership since August. It has been deemed unsafe to drive, the parts needed are covered by my third party warranty. I have been promised 4 different dates of when the dealership would receive the parts needed to fix my car and they have not delivered on their promises. I am now being told that they have no ETA of when the parts will be received. The customer service is awful, I have to continually take time from work to call and follow up with them. I have also filed a formal complaint with ***************** Im being told that there isnt enough supply of the parts to meet demand. And have also been made aware that because my warranty is through a third party I get pushed to the back to receive parts and that customers who have their warranty through **** are being serviced first. This is unacceptable, they have had my car for almost 5 months now, will not provide me with alternative transportation nor pay for a rental car. Im filing this complaint because ** at my **** end and feel Im at the mercy of them just telling me we dont know how long its going to take, no eta that is unacceptable. I spent almost $8k on an extended warranty and this should be cared for the same as anyone else with parts that are covered under warranty. 3rd party warranty is through fidelity.**** Corporate Case Number- CAS-********-B8C0T4 **** is the agent handling my case at the Richmond Ford West Dealership (where my car is located and work is to be done).

  Business Response

  Date: 01/05/2023

  The part in question has been checked on 12 times in the 3 1/2 months since ordering.  Unfortunately it is common nowadays to have delays like this.  We apologize and wish there was something that could have been done to expedite more quickly.  I have attached the internal file that show all our contacts with **** checking on it's status.  On 1.5.23 (today) you can see per attached that we were notified it is now available at the depot.  We are hoping to have the parts in next few days to complete repair.  We never prioritize a repair based on type of warranty.  All customers are treated equally and fairly.  The part was simply not available.

  If there are any other questions please contact me directly ************.

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

   

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair 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.

  On 06/11/22 I took my 2017 kia **** to Richmond Ford West for an oil change mileage at *****, because it was the only reputable place that could do the oil change at that time. All the other places were booked for weeks. When I came I was asked questions about the ****** for some reason and when I asked why they were asking me about a kia ****** they then told me there are no issues that they could take care of the oil change no problem. Fast forward to 10/14/22 I took my car to ************** they were recommending check for Oil and Engine ****** change but it was not yet time for this services as the car had ***** miles on it only, however never told me that the car needed to be serviced because the car was leaking oil. It needed a steering replacement assy replacement which they had on back order so I called to different dealerships near me but the closest one that had the part was in ************, ** and it would cost $250 for them to ship it and take about 1-2 weeks to ship it to my home. So unbeknownst to me not even knowing my car was already leaking oil I made the drive to ** only for my car to shutdown on 92 South and the engine plug come off and drain all of the oil. I had to get the car towed to ************** from ** and paid $800 because they are the only ones that could take a look at it. 10/15/22 I called the Service Manager *********************** and he told me that since they hadn't seen the car since 6/11/22 they would need to take I look at it. I told him that it was at ************** and the car's engine is not turning on. I advised that the Service Manager at ********************************************* would not be in until 10/17/22 Monday and asked if he could come to that location and we could have a discussion. Monday 10/17/22 comes and I am unable to reach **************** so I leave a voice mail message. I have not received a call back regarding this. The last dealership to do an oil change was Richmond Ford West and they did not secure the engine plug.

  Business Response

  Date: 10/24/2022

  We are always willing to do what is right by our customers and want to sit down and discuss the situation with *****************  *********************** the service manager is contacting **************** to set up a time to discuss the situation.
  

  **************** brought her *** **** in for an oil change on June 11th.

  The *** had been driven **** miles in the 4+ months since her oil change

  Took to ************** for state inspection and recall.  Failed state inspection for a steering rack. 
  *** says they advised her of an oil leak and that she declined diagnosis.
  **************** states they didnt explain it to her and that she didnt understand what a recommendation was
  **************** drove the vehicle to ************** to pick up the steering rack.
  **************** states that the oil drain plug fell out on the highway without any prior warning (had not noticed any leaks, smoke, or smells)
  *** was towed back to ************** ($800.00)
  **************** called last Saturday at noon demanding a rental car and a new engine without us ever having seen the vehicle.  Enterprise and Hertz were already closed.
  *** looked at the vehicle Monday or Tuesday and confirmed a seized engine.
  **************** called her insurance company and they are supposed to be sending out an adjuster today.
  In the mean time customer has made numerous accusations at *** that they didnt explain the oil leak and that they may have even intentionally sabotaged her vehicle.
  *** has officially told customer that they will not be working on her car under any circumstances and that she has one week to get it off of their lot.
  
  These are the facts as we understand them and look forward to trying to find a resolution that **************** would be happy with.

   

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

  General Manager