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:07/22/2025

  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.

  We sold our truck to Ford of Clermont 7/15/25. We were told we would receive a check next day due to it being after normal business hours (approximately 6:30PM EST). On the way the next day to pick up check, I was informed the check was not ready and would not be issued until the loan was payed off on our vehicle. The payoff amount was received by **** Credit 7/18/25. I went to the dealership Monday evening after I got off work, there was no check available and I was informed it would have to come from "corporate ***** and I would receive a callback Tuesday with updated information by **** *******. He called at approximately 9:45 this morning to inform me he has not received an update from his finance manager. I have called back three more times and emailed without a response from the dealership. I have filed a formal complaint with ****************** and the case is #CXH05036457-W5W9P8. They also declined answering ****************** (corporate) attempt to reach both sales manager and finance manager at Ford of Clermont.

  Customer Answer

  Date: 07/24/2025

  Messages from the dealership with conflicting information. The payoff was settled 7/21/25, the lien release was sent to the state of Florida 7/22 by ********** credit. We still do not have our payoff check as of today 07/24/25.

  Customer Answer

  Date: 07/24/2025

  This problem has been RESOLVED. ****** *. was able to get a check issued to us today for the amount owed. 

  Customer Answer

  Date: 07/28/2025

  Date Sent: 7/24/2025 8:48:30 PM
  This problem has been RESOLVED. ****** *. was able to get a check issued to us today for the amount owed. 

• Initial Complaint

  Date:06/29/2025

  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.

  filing this complaint to formally document and bring to light the unethical and misleading business practices I experienced at Ford of Clermont. On m, I purchased a 2023 Mustang Mach-E from this dealership. What should have been an exciting milestone quickly turned into an ongoing nightmare due to blatant sales deception and abysmal customer service. the very beginning, the sales representative misled me regarding the condition, warranty coverage, and features of the vehicle. Despite my concerns and multiple questions, I was given vague or incorrect information intended to push the sale through.Since date of purchase, I have had to bring the vehicle in for service 7 separate times an unacceptable frequency for a brand-new car. These repeated issues raise serious concerns about the integrity of the vehicle and the dealerships pre-sale inspection process, or lack thereof.When I returned to the dealership to express my frustration and seek resolution, I was met with complete indifference and avoidance. Both Sales Manager **** ******** and the Finance Manager refused to take any accountability for the situation, despite the fact that the sale passed through their hands. They deflected blame and acted as if their only concern was finalizing the sale, not the satisfaction or safety of the customer.This dealership appears to operate with a just close the deal and move on mentality, with little regard for honesty, transparency, or long-term customer satisfaction. In my opinion, this is a systemic issue involving more than just a single salesperson. Its a reflection of a toxic, unethical sales culture.I believe it is my responsibility to warn others and protect future customers from going through the same ordeal. This experience has been not only financially and emotionally draining, but it has also eroded my trust in the **** I urge the Better Business Bureau to hold this dealership accountable for its deceptive and dishonest business practices.

  Business Response

  Date: 07/04/2025

  We had the privilege of working with this gentlemen on two separate occasions.
  
  
  The first encounter was in February. Customer stated that he was promised a $7500 rebate from when he purchased his Mach E. I notified him that he was misinformed that the $7500 was a tax credit and that was an "up-to" amount. The Mach E does not qualify for the full $7500 tax credit because it is assembled in ****** and only qualifies for up to $3500. The tax credit for the Mach E expired December 31st 2023 and based on what the customer said, he did not apply for it.
  
  
  He became very upset at that point and wanted out of it. I valued his trade and after ascertaining his payoff, determined that he was at a significant inequity position. I offered him $3500 above ACV on his vehicle value as a sign of good faith and to compensate for the tax credit, however, he refused the deal because he wanted to keep the same payment with nothing out of pocket. At this point he left.
  
  
  On Saturday, June 28, Customer returned trying to trade out of it again, having received one of our mail advertisements. He again stated that he wanted to trade out of the vehicle and we discounted a new vehicle SIGNIFICANTLY below employee price AND over-allowed on his trade. We even had a deal structured to where he could purchase a new F-150 with $0 out of pocket. Once again, the customer refused and demanded that we reimburse him for the full purchase price because he felt he was misled. 
  
  
  When asked about what precisely he was misled about, he could not clarify concisely and just used vague generalities. He mentioned having brought the vehicle in for service multiple times, at that point we told him that he could file for Lemon Law relief. At which point he left calling us liars and crooks. 
  
  
  From my interactions with Mr. ******** I get the distinct impression that he regrets the purchase that he made, (if memory serves correctly, he rolled a substantial amount of negative equity in to the Mach E deal as well) and now wants out of it. We have offered multiple ways to get out of his loan, but he refuses any solution that requires cash down or higher payments. We have offered him the Lemon Law resolution and he refuses that as well. At this point, I don't know what else we can do to help him.
  
  
  ********* *****
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23534308
  
  I am rejecting this response because:

  Rebuttal to Dealership Response BBB Case #: 23534308
  
  
  To Whom It May Concern,
  
  
  
  The dealerships assertion that the vehicle qualified for a $3,500 federal tax credit is both factually incorrect and demonstrably deceptive. When the complainant raised this issue in person at the dealership, he was informed explicitly by dealership management that the Mach-E did not qualify under the current guidelines of the federal EV tax credit program. Therefore, the dealership has now issued contradictory statements: denying eligibility in person while claiming otherwise in writing to the BBB a pattern that aligns with broader deceptive misrepresentation.
  
  
  Furthermore, the dealership openly acknowledged that the salesperson responsible for the transaction had a documented history of dishonest dealings, and confirmed that his employment was subsequently terminated. This is a crucial admission. The salesperson in question was an authorized representative of Ford of Clermont at the time of sale, and the dealership is vicariously liable for his actions under the principles of agency law and respondent superior. Attempting to isolate blame on a now-terminated employee does not absolve Ford of Clermont of responsibility. Rather, it demonstrates negligent hiring and supervision of a known bad actor operating under their corporate authority.
  
  
  The complainant, who speaks limited English, was taken advantage of by this salesperson, and misled throughout the transaction. He was subsequently presented with two so-called resolution offers that were nothing short of absurd and insulting:
  
  
  One involved a monthly payment of $2,000/month for an F-150 under what the dealership described as employee pricing an offer that defies commercial reasonability.
  The second required a $45,000 down payment, which is patently unaffordable and exploitative under any good-faith negotiation standard.
  
  
  
  
  These offers underscore the dealerships lack of seriousness in resolving the matter and its continued practice of predatory sales tactics.
  
  
  In addition to the sales deception, the 2023 Mustang Mach-E has required seven separate service visits for substantial defects since purchase. These ongoing mechanical issues have caused the complainant significant financial hardship, including lost wages, disrupted transportation, and emotional distress. Dismissing this as mere buyers remorse is not only factually inaccurate, but also legally indefensible given the vehicles repeated failures and the deceptive manner in which the sale was conducted.
  
  
  This case reflects a pattern of misconduct by both the Sales Manager, Mr. **** ********, and the Finance Manager, who have refused to acknowledge any fault, engaged in misrepresentations, and attempted to deflect liability at every stage.
  
  
  The complainant has already submitted formal documentation to the ******************************** ***************************** and reserves the right to escalate this matter further to:
  
  
  The ************************************************************************* Services
  ******************* Regional Customer Relations Division
  And, if necessary, local media outlets and legal counsel for civil litigation.
  
  
  
  
  Additionally, publicly available reviews on platforms such as ****** reveal that multiple other customers have alleged similar misconduct, indicating this is not an isolated incident but rather a systemic issue within this dealerships operations.
  
  
  Requested Action:
  
  
  Immediate accountability from Ford of Clermont, not deflection.
  A formal apology and financial remedy to the complainant (including vehicle buyback or replacement, loss of use compensation, and documentation correction).
  A BBB notice flagging this business for ongoing consumer complaints and deceptive practices.
  
  
  
  
  We respectfully request that this rebuttal be attached to the official BBB case record. The complainant remains committed to pursuing full remedies under Floridas Deceptive and Unfair Trade Practices Act (FDUTPA) and applicable consumer protection statutes.
  
  
  Sincerely,
  ******** Estevez 
  
  

   

  
  
  

  Business Response

  Date: 07/17/2025

  Good afternoon,

  We have gone as far as we are willing to go to accommodate Mr. ********* The two times I have dealt with him, he was afforded a bilingual salesperson. He made these outlandish claims both times but could not identify who it was that allegedly misled him, so for him to retroactively attach that accusation to is nothing short than a paltry attempt to shift blame to on someone else.

  
  We went below employee pricing and over allowed on his trade by the 3500 that he claimed he was shorted for the tax credit. That was not enough. Neither option we presented him required cash down, both options include the negative equity he is carrying. He was presented the option of a Power boost with ****** discounted and 0 down

  No refund will be given.

  
  

• Initial Complaint

  Date:06/18/2025

  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.

  This dealership does not record the true milage of vehicles when they come into the service department. My wife made an appointment At Ford Of Clermont she put an estimate for the milage online. When the car goes there, you'd expect them to do their jobs and verify the miles the vehicle came in at. Wrong they did not, so now all my repair orders are showing different milage.

  Business Response

  Date: 06/25/2025

  We're happy to fix the mileage on this vehicle, please reach out to me at 813-335-1321 call or text me the current miles and VIN, i'll be able to fix it in 24 hours. 

   

  Thank you. 

• Initial Complaint

  Date:05/07/2025

  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 warranty with Ford of Clermont when we purchased our **** Taurus. Both the car and warranty were paid in full. We were assured by ******* ***** that we would be able to use this warranty outside of the state of *******. We then moved to ************* where we tried to use the warranty at two different **** dealerships. Both would not accept the warranty because they stated they had trouble receiving payment when used by other customers. We decided to cancel the warranty with *********** and receive a refund. I called Ford of Clermont and over the phone I did this. I asked to have my address changed to make sure the check was mailed to my new address and I was told that he could not do this that I would need to contact the warranty company. I contacted them and they said that the refund would not be coming from them that it would be coming from the **** dealership. Both the **** Dealership and TruWarranty are adamant that the other is wrong. My husband traveled to ******* and went in person to Ford of Clermont on 8/9/2024. ***** ****** filled out a Morgan Automotive contract cancellation form and was told we would receive our refund in 6-8 weeks. When the check never arrived I contacted ***** ****** who gave me an email of another person who was suppose to be able to help me. I never received an email back. I then contacted Morgan Automotive and after leaving a message twice received a call back stating that they have no affiliation with TruWarranty. My husband had also contacted ***** ****** and not been given any help. I called **** Customer service relationship and they said they can not help me. We are hoping that you will be able to help us receive our refund from the original date of cancellation. Thank you.

  Business Response

  Date: 05/09/2025

  Good *****************************************           First off, I'd like to apologize for any issues you received at other dealerships while attempting to use the vehicles comprehensive coverage. I do want to assure you that this cancellation was processed back in June of 2024 per your request, and a refund amount of $2,833.04 was issued. Please contact me directly if you have yet to receive this payment so I can investigate this matter. 
  
  
  
  
  Thank you,

  ******* Foote 

  Finance Director 

  Customer Answer

  Date: 05/09/2025

  I have called and left a voicemail for ******* ***** today, May 9th 2025. We never received our refund and I have asked for his help in doing so. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23299482
  
  I am rejecting this response because:     Date Sent: 5/9/2025 4:11:33 PM
  I have called and left a voicemail for ******* ***** today, May 9th 2025. We never received our refund and I have asked for his help in doing so. 
  
  Sincerely,
  
  ****** Laforest  

  Business Response

  Date: 05/20/2025

  Spoke to Mrs. ********* they told me they apologized for never reaching out to me and that they wished they asked for me the first time. She acknowledged they provided the previous address and not the new. Ended with us overnighting her check and a copy of the paperwork to their new address out of state.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2020 **** edge its about 5 years old Im starting to have trouble with the transmission since November 2024. It has been brought in for repairs. I was told it was repaired. Im still having trouble with it now I want it to be replaced with the warranty. The car only has ****** miles on it I paid over $30,000 for this car, theyve tried to fix it two times. No cost to ****** that it needs a new transmission. They want me to pay half of it. I think this is the outrage. I need to know what my rights are. Ive not even finished paying this car off Ive done nothing stupid while Ive been driving the car . I need to know if you could help me.

  Business Response

  Date: 05/09/2025

  Customer's factory warranty has been expired since last year of Dec. 

  The dealership doesn't have any authority over a manufacture warranty. 

  Customer was offered over $4000 in financial assistance from **** and a $1000 discount from the dealer, and so far, he's declined to accept the offer stating ''he shouldn't have to pay the remaining balance. 

  We are willing to accommodate and even offer a free rental, waiting on client to accept the goodwill offer. 

   

  Thank you. 

  Customer Answer

  Date: 05/20/2025

  I am still very upset. I brought the car in November 2024 with transmission problems. The service manager told me because I have a transmission problem now they would extend it for one year. They have not honored that I do not have it in writing, but it was a verbal agreement. I did not pursue it until they refused because I thought it was not going to be a problem Im still very upset with that.

• Initial Complaint

  Date:04/10/2025

  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.

  Complaint Against: Ford of Clermont Vehicle: 2018 **** EcoSport VIN: ***************** Since early February 2025, I have been dealing with an unresolved issue on my vehicle related to the wrench light. I initially brought the car in, and the dealership diagnosed it as a faulty HO2 sensor, which was replaced. Two days later, the wrench light returned. I brought the car back, and they said it was due to *** fluid needing to be flushed. The very next day, the light came back again. I was then told the *** control module had to be *********** extended warranty approved the repair on March 19, but I was told the part was backordered. On April 2, I was told to drop the car off, and the part would be replaced quickly. On April 4, I was informed by Associate ******* **** that the module could not be programmed, and now a second replacement was neededalso on backorder, with an ETA of May 23.I explained I rely on my vehicle for work and could not be without transportation. The dealership refused a loaner but eventually got a rental approved through my extended warranty. This rental now expires on Monday April 14, and I was told I will be responsible for the cost beyond that date, which I find unacceptable given the dealerships failure to resolve the issue.I do not feel safe driving the car as-is and need a working, reliable vehicle. I am requesting that Ford of Clermont:Extends the rental coverage at no cost to me until my vehicle is repaired.Resolves the *** issue promptly.Provides a clear update from management.Considers compensation for the time and inconvenience Ive faced.Regards,****** A. *****

  Business Response

  Date: 04/11/2025

  We do not have an issue providing a loaner, I don't believe anyone has denied them. If they want to reach back out to us, we would be happy to accommodate.

  Business Response

  Date: 04/14/2025

  We will be providing a rental vehicle for customer until Back ordered parts arrive and vehicle is repaires.

• Initial Complaint

  Date:03/18/2025

  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.

  A recall was made on a part in which is the *** needing to be replaced. I have documents stating the *** recall should be honored by ****. I was told and have proof that the part was ordered on August 25, 2023, however as of today the part has never been put on my vehicle and I am experiencing issues with my vehicle in which has to do with that part. **** keeps giving me the runaround and telling me that I now have to replace the clutch but my car is an automatic. I would like for **** to honor the recall part and put it on my ************ is refusing to honor a recall and keeps misleading me on issues with my vehicle.

  Business Response

  Date: 04/02/2025

  To Whom it may concern:

  In regards to Saintaneria ****** compliant, Ford of Clermont has completed the recall 14M02 Transmission Control Module (***). This recall was preformed on RO# *****.

  Tech notes as follows, verified concern ran self test found dtc p0805. performed
  ppt A1 yes, A2 yes, A3 yes, A7 yes, A11 yes, A15 NO swapped
  clutch motors 1 and 2, A16 yes, A17 - N1 no A17 no replace
  ***. replaced tcm.

  Ford of Clermont has to follow recall instructions and the *** "was" replaced. As noted on this repair dated 3/18/25.
  There was several other recommendation offered to customer at that time for all customer concerns.
  The "clutch  Kit" that was recommended was "not" part of the **** recall 14M02, but was explained was needed to repair the concern.
  The "clutch kit" is an internal part of the transmission that is needed to repair the customers concern. This clutch kit is for an automatic transmission.
  Ford of Clermont also recommended several other repairs that the customer also declined.

  If you have any further questions, please feel free to contact me at ************ Ext# ****

  Sincerely,
  ******* ********
  Ford of Clermont
  Service Leader

   

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Our vehicle was overheating once off the Florida turnpike and it was evening.December 18th,2024. We could not drive the vehicle 61 miles home so we called several businesses to see if we could have them look at it. Upon reaching someone in the office they offered to write up the service request to see it first thing in the morning and I drove out to pick up my daughter. The next morning they placed the car in theor system and we didn't get a response back until late the 19th that they didn't have anyone there to look at **'s except possible one mechanic who was busy. They provided no estimate to what a diagnostic would cost or even if they were going to be able to complete it. Tech advised me that i could wait till they got to our car or have it towed --my choice.Friday the 20th late they finally advised they "thought" it was the radiator Fan Assembly that needed replaced. Upon quoting us over $1500 they didn't have any idea of when it would be done. We advised we would pick it up on Monday 12/23/24 in the afternoon and would not have them do the work. When we arrived to get the keys they advised we owed $225.61. I explained we were not advised of any approved charges. They advised that it was diagnostic charge plus $20 misc charge and taxes. They would not give me my car until I paid. I went to pay with a Credit card and they adivsed they charge a 3% surcharge for credit cards. I sould pay cash or debit. At this point i decided to pay it and get car so we could have it towed nearer to our home and have a better place perform work.

  Business Response

  Date: 04/14/2025

  Unable to reach customer for resolution on this complaint. If we can get a completed phone number, or Vin# of the vehicle. We will be glad to resolve any concerns.

  I apologize this concern was not resolved in a timely manner.

   

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

  Customer Answer

  Date: 04/24/2025

  I have never been contacted to resolve this complaint. Ford of Clermont has not reached out as they noted, left message or made any other communication. 

  Business Response

  Date: 05/09/2025

  I would be glad to refund this check out fee, my apologies, this is the first i'm hearing of this. 

   

  Call me or text me (its faster) and I will refund you the amount. 

   

  My number is ************

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 22750958
  
  I am rejecting this response because: I have called and texted the number provided and have sent documentation of bill they advised they would reimburse me and have had zero reply. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/21/2024

  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.

  In May 2024, we purchased Window Visors for our F150 and had them shipped to Ford of Clermont for installation. The first ********* instructed us not to roll down the windows for 4 days, but we waited 7 days just to be cautious. When we attempted to roll the windows down, they wouldn't go back up because they were hitting the visors. We returned to ***** and they agreed to replace the visors and order new ones.In June, **** called us to install the replacements. We drove 45 minutes to the dealership, only to find that the new visors were damaged and needed to be reordered. ********, the manager, confirmed that the replacement visors were not damaged before we made another trip. Despite her confirmation, the new visors had the same issue.We requested a refund and removal of the visors due to the persistent problems. Ford of Clermont declined our request, so we escalated the matter to the warranty team, who advised that Ford of Clermont should process the refund. ******** agreed to refund us ****** points (equivalent to $115), the amount we spent. She also sent someone to remove the visors, who explained that the windows were not working because the ********* had cracked them during installation.Since the damage and installation problems were caused by ****** team, we believe this is ****'s responsibility. ******** is now unresponsive, and we urgently need the refund as the items remain defective and uninstalled.We also have text message communication if needed.

  Business Response

  Date: 08/22/2024

  *****, thank you so much for bringing this to our attention. We can understand your frustration and we apologize if we've left you dissatisfied. We will follow up with our team right away and forward this message to them to look at next steps. 

   

   

  ***************************, Customer Relations Specialist, *************************************************************
  
  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22174313
  
  I am rejecting this response because:
  This does not provide a solution to the problem and is only stating they will look into it. That is what ******** said and now we never heard back. Once issue is resolved, we can close case but in the meantime nothing has been done. 
  

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

  Business Response

  Date: 08/26/2024

  *****, we can understand your frustration. We are following up with our team once more and would always welcome a direct email from you if you'd like more prompt communication. 

   

  ***************************, Customer Relations Specialist, *************************************************************
  
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22174313
  
  I am rejecting this response because:

  Again No resolution is being provided just suggestion of communication. We have already did direct communication and did not get anywhere. This should not take long for a refund for defective items that we no longer have in our possession as it was removed from the vehicle. 
  

  Once a refund is processed we can move forward, but as there is no current resolution coming from **** at the moment the case will remain open. If **** was responsive in the first place this conversation would not be happening.

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

  Customer Answer

  Date: 08/28/2024

  Please close case we saw today that points were posted to acct. Thank You

  Customer Answer

  Date: 08/28/2024

  Date Sent: 8/28/2024 11:39:02 AM
  Please close case we saw today that points were posted to acct. Thank You

• Initial Complaint

  Date:05/07/2024

  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.

  When we purchased our car we on 9/23/2023 were given a choice of 4 different warranty programs to purchase. We stated VERY SPECIFICALLY that we only wanted one - the gap insurance. We were then given all blank computerized papers to sign. We were told a flash drive given us had all the documents on it - it was blank - took 3 days to get us the documents through email. Then we found that the most expensive extended warranty had been rolled into our loan. ********** Credit had also initially received blank documents. We went to the dealer and signed a Cancellation Request Form on 10/3/2023 and were told we'd receive the money in 6-8weeks-IT HAS NOW BEEN OVER 7 MONTHS WITH ABSOLUTELY NO CONTACT FROM ANYONE! I even sent an email to ************************* the General Manager who never responded. It is impossible to call to talk to anyone. We have actually been told by 2 or 3 people there that they are too busy to answer phone calls or return messages - that you actually have to go into the dealership which we did a week or so ago and were told there wasn't a manager in the place! We do believe there is something very underhanded going on with this dealership as one paper has our names and initials signed by someone other than us!

  Customer Answer

  Date: 05/28/2024

  As embarrassed as I am to admit it the problem has been taken care of.  That is the good part the money was sent to **** Credit. The bad part is that WE WERE NEVER NOTIFIED!  So all this could have been avoided if someone had just had the courtesy to let us know.

  The Central *************************** got their attention immediately and we actually had 2 people call us one a manager and the other *************************, who took over as General Manager from *************************. ************************* has only been there since Feb, 2024 so he knew nothing about the situation (Im sure no one told him that this crazy couple keeps asking about their money when its already been taken care of) but he did immediately look into in and found that checks had been sent to **** Credit way back in Oct, 2023, about 8 days after we signed the cancellation paper!!!! He emailed us copies of the checks and then called back to make sure we got them & if we had any other concerns and promised us some free services and wants to meet with us when we would being the car in for service. We still want to discuss with him the way this whole purchase was handled.

  I never check my online statements because our payments are on autopay That is why we didnt know they had sent the checks. I did check a few times early this year to see if the money had been sent to **** Credit but never thought to check way back in Oct. since it had been implied that the money would be sent directly to us.

  Thank you very much for your service,

  ****** & ***********************