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:09/06/2024

  Type:Customer Service 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 purchased a car from McLarty Daniel Ford (MCD) on Jul 5th, 2024. We traded in two vehicles with clean titles and paid $2,500 with a check, with no financing required, for a 2023 Lincoln Nautilus. When I went to MO DMV on July 15th, I was told there were too many titles (three) and too many reassignments involved in the packet MCD had given me. I immediately drove back to Bentonville, AR and turned in the Titles and associated paperwork to ******* ****** at their corporate office and she said they would request a title from the state of Arkansas. On Aug 29th, I spoke with ********* at the MCD corporate office and she informed me they had received an AR title, printed on Aug 6th, but could not locate it. She said they would request another duplicate title. Today, Sep 6th, I spoke with ********* and she told me they received the new title and I could come down and pick it up. I drove to Bentonville (again) got the title, and drove straight to Neosho, MO License Bureau. After looking at the title, MO DMV refused to accept it because MCD had skipped an assignment, and had alterations, including a scratched out section - which voided the title. I contacted ********* at MCD corporate office and after disagreeing with MO officials, she agreed to request another 'Duplicate' title.
  Overall, this entire process has been extremely frustrating. I have purchased many vehicles over the years and this has turned out to be the worst ever. And it is not over. I still don't have a title to legally license my car in MO.
  The professionalism of the sales staff, after the sale, and the parts counter person could be a lot more customer friendly. I heard several times from sales staff about how important return business was, but this does not make me want to return.

  Business Response

  Date: 09/27/2024

  We hand delivered the title to the consumer and he has registered.

  Customer Answer

  Date: 09/27/2024

  
  
  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.
  

  *** ***** **** was helpful with keeping me informed of their progress.  We did finally receive a title (4th attempt) on Friday, Sep 20th, and was able to license, and in fact, already received our Missouri title for the vehicle yesterday, the 26th.

  *** **** was very professional and listened to our concerns.

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

• Initial Complaint

  Date:05/13/2024

  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.

  Paid $260.95 on invoice ******.
  Thursday 5/2/24 at 7am I dropped off the vehicle for oil change, tire rotation, and multi-point inspection, and investigate an oil leak. Friday 5/3/24 pickup, they take me to the bay, and the tech explains he fixed the horn but describes corrosion creating wiring problems. I get my car and leave, but realize my alarm is no longer audible. Monday 5/6/24 at 8am, I come back at an agreed meet time, but **** didn’t realize the tech who worked on it was off.
  Tuesday 5/7/24 at 7am I come back. **** isn’t there, so ***** checks to see if it can be a quick fix. He comes back and say they disabled the alarm on purpose due to some short. Around the same time ***** appears and adds commentary that it’s a rat’s nest, an after-market alarm system, there’s a short and it would be hours of work and could disable other things. ***** says he’ll talk to **** to see if anything can be done. As of Friday 5/10/24, I never heard from anyone. Once again, I brought in my vehicle for a repair and for the second time, they disable the alarm system and refuse to fix it. Despite all of the explanation about the wiring and corrosion, the fact of the matter is I drive that car thousands of miles every year, I’ve been in accidents, and even recently had it towed 90 miles to their shop after a serpentine belt fastener assembly fell off going high-speed down the highway, causing maintenance lights to come on and smoke/steam from the engine. Through all those incidents and thousands of miles of driving, not once has the alarm system just quit working. It only has happened two times now- when I get service and they do something to it. They performed an unauthorized repair to the horn and in doing so disabled the audible alarm system. They need to fix it. You can't take someone’s car and money, and give their car back to them in a worse condition than they brought it to you, and try not to fix it to avoid eating labor. That’s not customer service. It's theft.

  Business Response

  Date: 06/07/2024

  **** ** *** ** ******* ****** ****
  **** * ****** *****
  *********** *** *****                                                               
  6/7/2024
  
  RE: ****** *******
  Complaint
  
  
  We have repaired Mr.
  ******* 2006 Mustangs car horn, which is required to be working in the state of
  Arkansas and is a safety item for the vehicle.  The aftermarket alarm does still work it just
  does not chirp when remote lock button is pushed. We are not able to repair the
  chirp sounds on the aftermarket alarm system, we did not install it nor did the
  2006 Mustang come from the factory with this alarm system. The wiring in this vehicle
  has many issues with corrosion. We decline any and all repairs requested by Mr.
  ******* on his aftermarket alarm system, he will need to reach out to who ever
  installed the system.
  
  Transportation § 27-37-202. Warning devices-. (a)(1)(A)
  Every motor vehicle when operated upon a highway shall be equipped with a horn
  in good working order and capable of emitting sound audible under normal
  conditions from a distance of not less than two hundred feet (200').
  
  Arkansas Code Title
  27. Transportation § 27-37-202
  
  Sincerely
  ***** ****’
  Compliance Officer
  McLarty Daniel
  ************re...

  Customer Answer

  Date: 06/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They created the issue. The chirp they are referencing worked just fine when the vehicle was dropped off. And they have the ability to repair it, as they did the last time they broke it. They're choosing not to repair something they damaged simply because they don't want to spend the resources. That is my issue with them. Their response doesn't address any of that.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/17/2023

  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.

  I dropped my 2006 Ford Mustang off for a check engine light (CEL) repair on 3/28/23. Received it back on 4/4/23, paying $1,281.10 with check number 1219. CEL issue was fixed but it now idled funny and my alarm system was not fully functional (the key fob wasn't able to unlock/lock the driver side door...everything else seemed to work...horn button...trunk...arm/disarm). Returned it the next day 4/5/23. They were able to fix the idling, but acknowledged they could not fix the alarm system. So I assumed it was in the same position as before (just one piece of it not working) but when I returned home, and tried to use it, I realized NONE OF IT WORKS NOW. It's completely disabled. My service manager had suggested I go to experts Starwood Custom NWA to have them repair it. My problem is the thing worked just fine when I dropped it off on 4/4, I got it back partially non-working, took it back, and now it's returned to me completely non-functional...and they want me to pay to get it fixed. I'd like my alarm system repaired at no cost to me...whether the dealership does it or the dealership pays the company directly they referred me out to, because the dealership broke the thing. (A maintenance shop shouldn't return a car in worse condition than it was provided to them in).

  Business Response

  Date: 04/28/2023

  Good morning,

   I reached out to the service manager  his response is below. His original complaint was the check engine light being on. We found an open circuit in the engine wiring harness and repaired it. The engine wiring harness is routed through the BCM (body control module) along with the aftermarket alarm that is installed. We believe the BCM is damaged or there is another open circuit in the aftermarket alarm system wiring. We do not have wiring schematics to diagnose this concern and referred him to an independent installer.

  Sincerely

  ***** *****

  
  

  Customer Answer

  Date: 04/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response was only received after I emailed the owner, which also prompted a call to me from the Service Manager. He'll review the issue and try to find the cause and get back with me. He hasn't accepted responsibility at this point, but is investigating. In sum, my locks were working perfectly before this visit, now they are completely inoperable and the solution is still pending.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/30/2023

  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.

  I bought a 2022 Ford Bronco Sport in February 2022 in Lakeland, FL. Since then, it has had a horrible break noise when backing up. The breaks squeal really loud when backing up and not just when it is cold or wet outside. It was in the shop for this and they said a TON of Bronco Sports are having the same issue and they knew the fix. After getting my car back not only has it continued to make the noise, but it is louder. The service guy said "yeah they are louder than they should be, but there isn't anything mechanical going on." I didn't buy a brand new car for it to be too embarrassing to drive anywhere let alone unsafe. Additionally, my car has completely stopped on me twice. The most recent time I was driving 70mph on the interstate and If I wasn't already in the right hand lane I would have been rear ended with my 4yo son in the car going 70mph. Thankfully I was able to pull over in time (barely) and have it towed to Ford where they told me they can't figure out the issue with it. This is the second time that has happened and I do not feel safe or have peace of mind driving it any more. My 4yo son is too important to me for me to risk his and my life every day in a brand new car. McLarty Daniel Ford told me to file a Ford Buyback claim which was denied due to "Not enough days down or repairs." There has been multiple repairs on the car due to the manufacturing issues such as the breaks and a recall with the gas. All they have come up with is that it runs out of gas which is not the case at all. The gauge shows gas in the tank when these events have happened. I am requesting this denial decision be overturned due to the fact that I feel unsafe and do not have peace of mind driving myself and my 4yo son in this vehicle anymore. I am okay with swapping it out with a different car or having it bought back. Please reconsider this decision I do not want to have something worse happen to us and have to take further action.

  Business Response

  Date: 04/14/2023

  Good morning 

   We have traded Mr. Lawrence out of the Bronco he has had problems with on April 5,2023

   

  Best regards

  ***** *****

  Compliance Officer

  McLarty Daniel Ford

• Initial Complaint

  Date:03/30/2023

  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.

  I had a recall done on my 2012 for fusion for power steering assist they reprogrammed the power steering assist within months the power steering went completely out while driving down the road. I took it back to the dealership they reprogrammed the vehicle again my power steering started working again and within a week the power steering went out again while driving. The dealership tried to tell me it would be $1477 and it was my lower front control arms causing my electric power steering to go out. I took it to another shop for a second opinion and they told me there was nothing wrong with my front lower control arms and that would not cause my electric power steering to go out on my vehicle. I've been dealing with this issue now for 3 years with no power steering in my vehicle. I would like Ford to take responsibility and fix this issue since it was a recall in the first place that obviously never got fixed.

  Business Response

  Date: 04/05/2023

    Hello,

     Mr. ******* had the recall preformed July 2019 his 2012 Fusion had 117,263 miles at the time of repair. He brought it back in Sept 2019 with the same issue and a EPAS gear was replaced. When Mr. ****** brought the Fusion back in again it was July 2020 and the Fusion had  143,579 miles and our tech told him both lower arms are worn causing strain on the EPAS. He decline this repair.  I pulled a CarFax and recall report at Ford today and neither show any open recalls> The  miles on the CarFax are being reported on 10/28/2022 as 174,337, it sounds like the Fusion has been a very good car, but at some point parts wear out and have to be replaced. We decline this repair he is asking for.

  Sincerely

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

  ***** *****

  Compliance Officer 

   

   

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   When I brought the car in July 2020 they didn't replace the epas gear they reprogrammed the vehicle to make it work again and told me that within a week the power steering would go out if I didn't get the lower control arms replaced. I took it to a different shop to have a second opinion and they told me there was nothing wrong with my lower control arms and that my lower control arms wouldn't cause my electronic power steering to go out like that. And yes the Ford fusion has been a good car but I had no other choice to drive it so long without power steering because Ford failed to repair my recall the way it was supposed to be repaired. So therefore I think it should be repaired correctly on Fords dime not mine. 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/06/2023

  Mr. ****** is more than welcome to make an service appointment for his fusion to be diagnosed at our Ford dealership, or any Ford dealership of his choosing for a recall repair.  Ford and Carfax are not showing an open recall I did check yesterday on the VIN number.  It has been almost 3 years since he has been into our service dept. so all we can go off of is what our technicians repair orders stated they found to be the issue with the power steering, on his last service visit July 9, 2020, the recall had already been fixed in Sept 2019. However if there is a recall that needs repaired again or a new one that pops up and there is a remedy and part are available and FORD agrees' we would be happy to repair them for him.  But asking us to fix his power steering without our service dept. diagnosing it again and after this much time and miles driven we will not agree to.

   

  Sincerely

  ***** *****

   

   

• Initial Complaint

  Date:02/15/2023

  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.

  2015 Ford Focus that needed repaired due to recall/factory concerns on both 19N08 & 14M02. Which should have been repaired by Ford at no cost to me. Check engine light on, cut out, shutter, lose power while driving or just shut off while driving, hard shifting at times, and lag when accelerating.
  My appointment was scheduled 2 months out for August 15,2022 that ended up being the first day of school. I called starting 2 weeks before appointment to reschedule but was unsuccessful and never got a return call. I ended up having to called the sales side again and be transferred to service manager who rescheduled my appointment. I asked him if it was going to be another 2 months away since the first one was he said "no ma'am your car actually takes precedence over others because it is a recall/Ford customer satisfaction program and it should have been scheduled right away when I made the appointment. Appointment was moved to August 18,2022 I took off work and went to the dealership. As I was checking in, ****** the service advisor told me I needed to pay to have a diagnostic test done on my car. I let him know I was only there to have this problem taken care of and I shouldnt have to pay to have it fixed since it is a recall. Was told they are unable to repair my car unless I paid and the payment would be applied to any repairs that would need to be done. The service department does not answer phone or return calls. I have tried contacting and I am always told they will call back and never do.
  I have now had to purchase another vehicle because mine is not safe to drive especially with my children in the car. I am a single mom making 2 car payments now because they refused to fix something that by law should have been fixed!! .

  Business Response

  Date: 02/21/2023

  Good afternoon,

      We will decline the settlement she is requesting. Ms. ****** worked for us in the past , and the day she arrived for her recall appointment she talked with our customer service manager as they personally know each other from working together and our social media friends. She was told on that day by our customer service manager that if she needed anything to let her know her office is right inside, which she did not do on that day or any day since until we received the compliant .  Not sure why she did not call our customer service  lady if she could not get ahold of the service center.   The recall repair is free to fix, however she said there was a few other things she wanted us to look at so there is  charge for the diagnostic test to see what is wrong in order for us to know what to tell the customer needs to be repaired on the vehicle. If she only wanted the recall done and not pay for the diagnostic that is all she had to say there is no charge for any recall repair and we have never refused to fix her recall issue. 

  Sincerely

  ***** *****

  Compliance Officer

  McLarty Daniel