Complaints

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

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  Sound Ford, Inc

  101 SW Grady Way Renton, WA 98057-3122

• 

  Sound Ford, Inc

  500 SW Grady Way Ste A Renton, WA 98057-2984

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:12/19/2024

  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.

  We bought a used car from Sound Ford. After test driving the car we went inside to talk about the price, the salesman claimed to know nothing about warranty or any pricing. We waited over an hour to finally talk to the guy about the financing, without any words or explanations of what we were signing, when I asked about the cost of warranty he said Ill get to that then after signing the paperwork he drops that the warranty is over $5000. Never gave us the opportunity to talk it over. That was our bad for not reading it all over but it felt like he was trying to hide the price from us. It was handled really poorly. As soon as we arrived home Saturday two maintenance lights came on We went back Sunday to get the things on it fixed We were told we would get a call Monday for an update, our car was first in line to be fixed. On Monday I tried to contact them, leaving messages that went unanswered. I finally received a call from the salesman saying he was off that day and would find someone to call me. I never got a call. I called Tuesday morning explaining the entire situation again because no one relayed my message or knew what was going on. For two weeks we attempted to get a update, no one at the business knows whats happening or would give us an estimate of how long it would take. The salesman sent us a text saying we should be grateful to them because they gave us a loaner and we arent putting miles on our car and theyre fixing it for free (warranty?) They clearly cant be trusted to do an inspection because the car was sold to us in this condition. We had explained to them multiple times that the most frustrating part of the experience was the lack of communication and how unprofessional they were. To turn this around like they are doing something good is wild!! They sold us a car that wasnt inspected and tricked us into paying huge prices for a warranty then gaslight us. Its terrible business practice. I cant believe its legal to do this to people.

  Business Response

  Date: 01/09/2025

  Please see attached. 

   

  Customer Answer

  Date: 01/10/2025

   
  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

  Date:10/31/2024

  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.

  On October 29th 2024, we inquired about a 2024 Mustang GT Premium for sale that supposedly only had 13 miles on it. We called to confirm availability and it was available so we made an appointment to see it on October 30th 2024. We went to go look at it and the vehicle was not as advertised. The mileage was actually 421 miles and not the advertised 13. We looked past it and tried to come to an agreement on trade in value. We were lowballed for our car at 27k for a 2020 *** 740i that has 41k miles on it and rare options. Additionally, we had an offer for 33k before tax for our trade in from ********************* in ********. They insulted our car by saying we won't get anything over 30k for it. It's a near perfect ***. So we walked out when we couldn't reach an agreement and that's where it should've ended. They called us in the morning of October 31st 2024, and said they would offer 36k after taxes for our trade in, so we drove an hour again to go work out a deal. When we got there, they changed the number to a make of 29k after telling us they would offer a better deal and wasted our time and added more miles to the car we are trying to trade in. We were lied to about the mileage on the car, and lied to about getting the trade in deal we wanted. They could've just left us alone. Additionally, they tried to state that it would be harder to sell our *** due to it being from ******* originally. The *** was only in ******* for a short period of time. The people involved in this entire situation is management. The salesman did nothing wrong.

  Business Response

  Date: 11/12/2024

  Please see attached.

• Initial Complaint

  Date:10/11/2024

  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.

  Dealer sent me a coupon for a brake job at $399. I gave them the coupon and asked for it. They gave me a paper that said brake and rotor $750 and asked me to sign it. I asked about the coupon and they said it gets reduced on checkout. Long story short, they refused to honor coupon. They stated coupon was for machining but they replaced rotors which isnt covered. I stated I didnt authorize that and they said you signed for it. They intentionally mislead me and performed the work on false pretenses. When I asked why they replaced and not machined they stated they always replace them and never recommend machining. I asked why they mailed me a coupon for work they had no intention of doing and they refused to answer. They only measured the rotor after the work was performed and had no way of proving those parts came from my truck.

  Business Response

  Date: 10/23/2024

  Please see attached response.

• Initial Complaint

  Date:07/17/2024

  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.

  On June 19th of 2024 I visited sound Ford of Renton to look at a vehicle I had seen online and was possibly interested in purchasing. The salesperson that helped me was ***********************. I looked at the vehicle briefly at which time ***** asked for my driver's license in case I wanted to test drive the vehicle, which I did. I gave him my license which he later gave back to me. I test drove the vehicle but no further action was taken. I informed ***** that I would stay in touch and left without any discussion of purchasing.***** reached out via text and phone from time to time. Each time I explained I was not ready to purchase a vehicle yet. On July 16th I received a letter in the mail saying that my trial subscription to Sirius XM radio on my "new **** f150 lightning" (for the record, not the vehicle I test drove) was expiring. As I had only test driven one vehicle in recent history, and that vehicle happened to be a ****, And they were the only folks that could have my personal information. I reached out to ***** to ask if he knew why I was receiving this letter. He responded that he did not and that it "wasn't us." I reached out to Sirius XM radio customer support and got the date the account was created: June 28th of 2024 And the *** number the vehicle: 1ft6w3L77rwg11852 I copied and pasted that *** number into ****** in the first search result was an ad for a 2024 **** F-150 lightning with that *** number which is currently for sale at sound Ford of Renton. I believe sound Ford of Renton has used my personal information to create an account without my permission. In this day and age, this is terrifying.

  Business Response

  Date: 07/24/2024

  Please see attached response. 

  Thank you.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22005786
  
  I am rejecting this response because:

  There are a number of issues with the response submitted by *********************, the representative from Sound Ford. First and foremost, I've never spoken to Rich and **** has never reached out to me. My only correspondence with Sound Ford has been in person and via text with ***********************, years very the phone with a woman who claimed.yo be "the sales manager," but did not share her name, and with ********************* via email.

  This brings up the second error in the response from *********************. **** mentions "*************** did not know"..."about the clerical error." **** is referring to when I spoke with *********************** in regards to the letter I had received from Sirius, to which he replied, "never had anything like that happen" and "ya that's not us man." I told him I'd be reaching out to Sirius that afternoon. Upon doing so, I called back to sound Ford and spoke with a woman claiming to be the Sales Manager who said she was aware of the text conversation between ***** and myself.  She was neither surprised by the information I provided, nor apologetic. She claimed she would further research the issue and get back to me. Only after days of not hearing from Sound Ford did I call Renton PD, as that is the correct procedure to report a crime.

  ***************** did call me to explain the "clerical error" and said that "all of the information is kept on the same database. when the vehicle was sold, my information was mistakenly attached to that vehicle." There are a few holes that leave me a bit suspicious: a) the vehicle had not been sold and was still listed for sale and on their lot, and b) they claimed the vehicle was not attached to my name.in their system. ***************** also found it quite suspicious, hence why the case was forwarded to a detective, not dropped.

  Lastly, at no point in this process did anyone offer an apology, nor commit changing their systems to avoid such an irresponsible and dangerous scenario in the future. *********************, also claiming to be the sales manager did email me to "offer an explanation." To which I asked him to do so. He claimed he was only willing to speak on the phone or in person (see attached email correspondence). ************************* response claims that have been apologetically communicating and are "happy to do so."

  Back to the point of process here. Why is Sound Ford unwilling to commit to changing their practices on how they store and distribution sensitive personal information?

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

• Initial Complaint

  Date:07/16/2024

  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.

  6/2/24 they sold me a conversion van which was unsafe for the road due to bad tires, low low PSI, an inflated and dangerous marine battery under the bed, and the interior electrical fell apart as well within 2 weeks.

  Business Response

  Date: 08/01/2024

  Please see attached response. 

  Thank you.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21995155
  
  I am rejecting this response because ********************* already worked with me to buy the van back at full price and get me into a new vehicle off the lot I was satisfied with. It should be called ***************** of Renton, because he is one of 2 people there with outstanding integrity and honor. Even though **** helped me, I am submitting the following for public record.

   

  Arguing with a fool makes you a fool; arguing with a liar makes you an idiot. Whoever inspected the van is also the one who inspected and described my health. I have photos, work release forms, doctors notes, lease end dates, witness testimony, and text message conversations that prove these are just blatant lies from ********************* about the situation and my character.  ************************ and some of his employees are so comfortable with their lack of integrity that they can write whatever lie they feel is descriptive of their feelings. But when the evidence is presented, anyone with eyeballs can see that I was not treated fairly, hence the full price buyback which has already been completed.

  I was homeless, verifiable. I was sick, verifiable. I was on leave, verifiable. I used 2 addresses I did not live at, verifiable. I cancelled the warranty and texted ****************************** about my full coverage policy same day of sale, verifiable.

   

  When I asked them to stop communicating with me context was understandably due to fear of repercussions and retaliation, but I will say for the record I begged and pleaded for my health, the health of my animals and family to undo the deal. 
  

  It is irrelevant at this point. I hope those who helped me are blessed beyond measure. 

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

• Initial Complaint

  Date:05/24/2024

  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.

  - False advertisement of vehicle for sale - Attempted sale of used vehicle with major active, remedy available recall that was not fixed until brought to attention. Told customer they would not be able to provide proof of fix - Told customer that an active warning light that was on the vehicle for the auto hold should be under manufacturer warranty and that we would have to fix it, not them prior to sale - Major milage discrepancy. Possible vin swap fraud? Milage posted on ********** on dealer website ******, milage posted on odometer ********, milage posted dealer website photo of vehicle intake ******** - ****, General Sales Manager illegally asked "How much can I pay you to not give us a bad review". GM, ********************* listened to re-corded call of that - Genuinely believe, dealer made a huge mistake in posting vehicle with 32k miles and the appropriate price when it supposedly only had 19k. Once brought to their attention, they did everything in power to foil my purchase of the vehicle so they can pull it off, re-post it with correct milage and ask more $.- Allowed customer to test drive vehicle alone with no gas, fuel light on and warning light on dash - Showed vehicle in filthy condition inside as was being used as loaner - Sales **** ******* asked me to come inside to make a deal but once she knew I knew about the milage discrepancy, there were ZERO negations attempt made. ZERO counters. Yet was not advertised "As is", Firm etc

  Business Response

  Date: 06/05/2024

  Please see attached response. 

• Initial Complaint

  Date:04/05/2024

  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.

  ************************* Date of purchase 12/24/2022 Sound ford Subject: Notice of Defective Vehicle and Intention to Take Legal Action Infinity q50 3.7 2015 VIN: ***************** Regrettably, after acquiring the vehicle, I have encountered multiple issues that suggest the car does not meet the safety and reliability standards required by law. These problems directly violate the implied warranties as outlined in the Revised Code of Washington (RCW) 62A.2-314, which stipulates that goods, including vehicles, must be fit for the ordinary purpose for which they are used.Despite my trust in the dealership to provide a vehicle in proper condition, I have experienced problems since day 1 including off the lot under break regulations . These issues significantly compromise the safety and reliability of the vehicle. And spent additional 5000$ power steering fluid was out . Transmission was shot . Vehicle only ran for an additional 4000 miles. *** still wasnt fixed after additional work . With a long list of work orders shows to me they didnt regulate vehicle standards before the date of sale Thank you for your attention to this matter.

  Customer Answer

  Date: 04/25/2024

  Thank for the timely response I do appreciate it . The last time I contacted the dealership was 4/24/24 at 1pm 3pm and 5pm . With no response and left voicemails. Thank you . 

  Business Response

  Date: 04/25/2024

  Please see attached response. 

• Initial Complaint

  Date:03/19/2024

  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.

  3/12/24. $758 - oil change and pig coil replacement. They overcharged me for oil change they said rodents chewed up cord. Showed me video dint believe them bc when I popped open my hood there was a partial hamburger in the cracks of the car. Like they wanted rodents to get under my hood. Those actions are willfully put there, and is gross negligence. Black mechanical take was also left under hood. I dont trust them and want a full refund plus $64 for the Lyft ride to get my car. My oil sticker was never put on I dont believe they did anything to my car. My car is a 2015 with ****** miles on it. I take care of my car and havent put a lot of miles on it.

  Business Response

  Date: 04/03/2024

  Please see the attached response. 

• Initial Complaint

  Date:03/05/2024

  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.

  January 18th, 2024: major water leak occurred in my truck cab. I drove directly to Sound Ford (normal servicer) so they could observe all of the water dripping down from the ceiling of the cab, through electrical components, into my power seat, etc. While the truck was in their care I was verbally told that all components that had been exposed to water would be replaced, but that being a newer truck they would need to order parts. I took the truck back in the meantime, assuming nothing had been fixed. Weeks pass and no update from them but I end up calling due to my auto-brights malfunctioning to which I am told the front camera had been affected by the water, and that the camera was on the "list" for replacement. More time passes and I have not had any updates so I drove down to the dealership on February 21, 2024 to have a face to face conversation with the service person, *****. I told him that I was feeling anxious about even taking the truck back with the degraded value that water exposure causes to vehicles, but that if ********* would issue a lifetime warranty on everything that was exposed to water I would be comfortable keeping the truck and we could proceed with just replacing critical components such as the front camera and airbags, but that non-critical components, such as my seat, did not need to be replaced unless something went wrong with them in the future. ***** told me he would speak to his manager the next day and then update me. As of March 5, 2024 I had not heard back, I called the dealership and asked for the service manager directly. He (*******) did not know anything about my proposal, but said he would get with ***** to get caught up on the details. ******* does not have the decency to call me back but instead sends me a text message telling me to open a case with **** Corporate because they repaired the sunroof (news to me until 2/21) and had dried everything out, excusing themselves out of *****' commitment to replace everything

  Business Response

  Date: 03/07/2024

  Please see attached. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21391165
  
  I am rejecting this response because:  Sound Ford advisor's, *****, communicated to my face from the beginning that every component that had been exposed to water (cab liner, driver's seat, electronic components at the top of the windshield, electronic components on the driver's door handle) had been catalogued and would be replaced.  He specifically said it would take time for the parts to come in because the truck is not that old.  After a week he had not changed this story and I asked to have the truck back until those parts arrived as I need it for my farm.  The truck was brought back to my home with no paperwork and no indication of any repairs being completed.  See the service order attachment which includes many work orders that I have previously applied my signature to in acceptance of work completed (warranty work and otherwise), but there is nothing there that was signed by me for work done around this leak because the advisor never discussed it with me.  He was only communicating that all the components that had gotten wet were going to be replaced. The company cannot just conveniently pretend that this commitment was not made to me.  If they knew that was not how things worked their employee should not have been making this promise to me. 

  My proposal for a "lifetime warranty" on the affected components was made on February 21 and yet again the service advisor, *****, gave me lip service telling me he would follow up on it.  No one followed up on this proposal with **** until after i opened this complaint.  And then they made inaccurate claims to **** Corp, not representing this situation accurately at all (see attached ****CorpComm screen shot). 

  As for abuse:  lying to a customer for weeks when you knew all along that you would never perform the promised service, when you knew all along that the customer's low mileage, expensive vehicle that was intended to be their forever vehicle was unequivocally compromised due to water exposure, THIS is abuse.  And extraordinarily deceptive.  

  I have NEVER denied the offer to fix my camera.  So this company just keeps coming up with the lies.  What I said is I want them to honor the promises the employee, *****, made to me:  replace ALL components that were exposed to water INCLUDING the front camera. 

  This company needs to honor the promises that were made, regardless of what the normal policies with **** Corp are.  If they don't like what their employee promised they should handle that with the employee

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

  Business Response

  Date: 03/18/2024

  See attached. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21391165
  
  I am rejecting this response because:

  the business continues to avoid to actually respond to the point of the complaint because they know they are wrong.  And they continue to add to the pile of lies by accusing me of abuse on the phone and in person. I have not even seen any of them in person since 2/21 when they were still lying to me that parts to replace all components touched by water were on order.  All they are doing is proving they have no scruples and will say whatever works for them. Why wont they address the fact they cannot produce a service order that was signed by me in acceptance of the work they have claimed to do that they never cleared with me? And they cant even keep their own story straightwhat happened to their false claim that they dried out all the components (as if you can completely take a power seat (with heating and cooling components) or front camera apart to dry it out)? They need to provide an itemized list of all components affected by the leak and either A) replace them all or B) put in legally binding writing that as long as I own the vehicle they will replace any of the itemized components if it fails due to long term damage caused by exposure to water.  They made a promise to replace, they need to honor it or accept my perfectly reasonable compromise

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

  Customer Answer

  Date: 03/26/2024

  Why is this not going to arbitration? This business owes me a service that they are now refusing to provide. 

• Initial Complaint

  Date:02/09/2024

  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 went to Sound Ford on Monday February 5, **** to purchase a new **** truck, the sales staff was excellent and we arrived at a deal. I singed the contract for purchase and included a **** *** warranty and **** **************** contract. I left the dealership to await them to get the vehicle from another dealer and scheduled pickup on Wednesday February 7 ****. After signing the paperwork I was never given any paperwork, but I did recall that the price for the *** and **************** seamed higher than reasonable. So I went online and found that it was considerably higher than I could purchase online. Sound Fords price for *** ************ 7 Year ****** mile with a $200 deductable was **** plus tax, I found online **** *** ************ 7 Year ****** mile with $0 deductable for $2879. When I returned to the dealership to pick up the vehicle I discussed this with the sales manager and finance ********, I explained that I would be happy to purchase the warranty for the same price through them, but the price they were asking was exorbitant and did not feel it to be fair. They told me they could not even buy it for that price and so I cancelled the warranty, but I have to wait 6-8 weeks, WHY? I just picked up the vehicle and then I found out that they had already cashed the contract before I took physical delivery of the vehicle, didn't think they could do that. Either way I feel that they can easily send the cancelation money to the credit union right away as I just picked up the vehicle. I am very happy with the truck but want to refinance it with another lender at a better rate than Sound Ford gave me, and I dont see why I have to wait 6-8 weeks so they can hold onto money that is no longer needed for the warranty and maintenance packages that I cancelled.

  Business Response

  Date: 02/14/2024

  Please see attached letter. 

  Customer Answer

  Date: 02/16/2024

   
  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.

  My initial experience with the sales department at Sound Ford was nothing but excellent, they went the extra mile to help me find the perfect vehicle for my need. ***** the sales manager came in on his day off to help me finalize the details and ******, my salesperson was excellent. When I had an issue with the price on the service contract and maintenance contract the owner and ******* stepped in and looked at the situation and resolved it quickly and did exactly as they stated they would do, they cancelled the service contract and maintenance contract and immediately forwarded it to my credit union and also sent me confirmation that the check had been received.Thank you, Sound Ford, this is my 3rd vehicle purchase from you and I will be back in the future.

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