ComplaintsforVan Horn Ford of Lomira

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Jan 2024 I got a ******* and the heating and system cooling system went out I paid cash for the car and ever since Jan I have not had a car they refuse to give me my money back. The car has been in the shop since Jan.

  Business response

  08/07/2024

  The store is actively working on a resolution with the customers.  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a 2019 **** f 250 on 11/4/2023 and during the sales process i was told at least 4 times that his truck had a 48 gallon gas tank in it. my wife ***** was present during this process and she can verify this information. also i have texts from the salesman (*********************************) that states this as having a 48 gallon gas tank. On the final day of the sale i was told that the detail employee who filled the fuel tank confirmed it as a 48 gallon tank. ***** can verify this statement. When i filled the tank the first time at half full it took 28 gallons. I contacted ****** on monday nov 6 and he replied in a text (every single thing i am ready online points to that truck having a 48 gal gas tank) I have since filled it from 40 miles to empty to full on dec 7 and it took ***** gallons to fill and the dash miles to empty said 441 mi to e at a 13.7 ave mpg all of which i have pictures and the feul receipt.I contacted ****** and told him i would like to have the tank i was wanting installed and he stated that he will be out of the county till after the first of the year.I have left 2 messages with the van horn dealership (12/15----12/18) and have had no response

  Business response

  02/07/2024

  We have come to a resolution with the customer.  

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your responce here.]      I don't feel comfortable with the e document and e signature process, i have requested them to mail me the forms so i can review them  
  
  Regards,
  
  *******************************

  Business response

  02/19/2024

  Mailed today.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April I bought a brand new **** F-150. At pick up I noticed a lot a scratchs on the exterior and interior damage. They said no problem take it to ***** and have them send us the bill. I took it where they told me. They had it two weeks and when I got it back they didnt ***** painting the top of the truck. They said sorry **************. So at the next appointment to have them finish the job which was first in Aug they had it another week week and a half. When I went to pick it up I looked it over and noticed all sorts of damage in the inside of my truck. Scratches to the dash, a dent on the inside passenger door, the seems for the doors are falling off. Lots of scratches in the paint. Before I left I pointed all of it out to them and immediately drove it to ************ and showed them. ***** is willing to fix it but needs approval from ************. Since ***************** not myself are able to get ahold of **** from ************ and he wont call back. Once he called back and all he said is I have to see what I can do. They sent me to this place and this place wrecked my brand new truck. All I want is for it to be fixed. But cant get an answer. It really needs to be fixed before winter! Thank you!!

  Business response

  10/23/2023

  After delivery of the vehicle, we agreed to goodwill some cosmetic concerns for the customer at a local body shop. All of those repairs were completed.

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I disagree with this. As the body shop that they sent us to damaged the vehicle during the process of fixing it. The body shop will not fix it unless ************ contacts them with an agreement and ************ will not return their phone call nor ours. It should be ********* responsibility to fix it since it was the body shop that they sent it us to who damaged it.

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

  Business response

  11/01/2023

  After speaking with the customer, he agreed that we addressed every concern that we agreed to address for him.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership but live out of state. They said they could have it delivered and there would be no issue but that wasn't the case. In the beginning they stalled the delivery substantially and made promises on timing they couldn't back up. Then once I received the car there was an issue with the engine that wasn't disclosed. I asked for the warranty paperwork and they procrastinated sending it over. The salesman said everything was handled and that they put my registration in but that wasn't true. They got back to me weeks later saying they needed other documents and they haven't put my registration in yet. I got them the info and the salesman ignored my text. I then called and spoke to customer support who said that he will handle my case so I sent him the documents. He then also ignored my initial texts. I got pulled over a few days later and got a fin for mt registration expiring due to them not getting it done. I call back and get a bunch of apologies from corporate. Then they say they will push registration through. To summarize they hid info about car problems and reset dashboard for it to go off ****** after the fact, they lied and said they finalized registration, and they ignored my responses to fix the issues.

  Business response

  07/05/2023

  On April 29th, 2023 the customer purchased a 2017 **** Mustang from Van Horn Ford of Lomira.  At the time of the sale the customer signed a ********* Buyers guide stating the vehicle was inspected for sale. Van Horn Ford of Lomira stands behind their vehicles and provided the customer with a platinum limited warranty that ends 3 months from the vehicle purchase date or when ***** additional miles are registered on the odometer, whichever occurs first. On the form that was signed by the customer it provides a phone number for directions to the nearest authorized repair facility to make sure any concerns can be addressed immediately.  The customer also signed the *********** registration and title application, and received a "to-do" registration checklist from Van **** to ensure that the customers registration would be completed in a timely manner.  On the customer "to-do" checklist one of the requirements for titling the 2017 **** Mustang was that ************ needed a copy of a *********** emissions test.  This is required for vehicles that are more than 4 model years old that the customer was responsible for completing and sending back to Van **** to complete the registration.  
  
  On July 3rd,2023 the ** of Van **** Lomira spoke to the customer and the customer stated they would take the copy of the warranty to a **** garage in their area and will send a copy of the completed emissions test to Van **** to complete to the registration. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought my 2022 f150 with 62 miles here and was sold the Galaxy warranty package. This covers the interior and paint. A friend noticed the passenger seat had an uneven discolor to it. Under specific lighting, it looks like a stain and looked whatever product applied to the leather seats darkened the leather and they didnt apply to the entire seat. I called ************* Lomira, and they told me they had 1 opening in the middle of the week at 9 am. I told them I couldnt make that time due to work and living an hour away. They told me any of the Van **** dealers can take care of this, so I called the Van **** in Glendale about 10 minutes away. They told me they would call me back in a couple of hours regarding this issue; they never called me back, so I called them back the following day only to be put on hold and then transferred back to the ************* Lomira location. At this point, I am frustrated and try to call the Glendale location again, but now they didn't answer the phone and got sent to voicemail. I kept calling until I got someone, they told me I would need to file a claim with ************* Lomira. Now I'm distraught and call ************* Lomira to let them know how frustrated I am. At this point, I don't even want this service that I paid $1500.00 for and feel that I am getting the run-around. If this is the kind of service I paid for, is this what I can expect, for any future service? They don't want to honor the service, Then I no longer want this service anymore. For me, service is everything, and this is no longer about my seats; it's now about the service I didnt get but paid for. They will sell you a service and tell you all their dealers will honor this agreement, but when you call them on it they make it very hard to use this service. This was a simple fix. but instead, they gave me the run-around. I would have never bought this package knowing I would need to drive an hour each way to have anything done if issues came up.

  Business response

  05/18/2023

  Thank you for bringing your concerns to our attention. I appreciate the time to speak and the opportunity to make things right for you. If theres anything else I can do to assist please dont hesitate to reach out to me. ********************************* General Manager ************

  Customer response

  05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID 20060970, and find that this resolution is satisfactory to me. 

  **** and his whole team went above and beyond to make things right. 
  

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

  
  

*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. ↩