Complaints

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

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  Sunrise Ford Co.

  5435 S US Highway 1 Fort Pierce, FL 34982-7369

• 

  Sunrise Ford Co.

  PO Box 12699 Fort Pierce, FL 34979-2699

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:06/09/2025

  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 purchased a used 2022 **** Ranger from this dealership on May 30, 2025. The advertisement showed that it came with a pickup box extender which was not in the truck under the tonneau cover where we expected to find it when we got home late that night. We live 3.5 hours away from this dealer and sent emails to the manager as well as the salesman that the pickup box extender was NOT in the back of the truck.We were also lied to about their "required" ********************************** Warranty. We were rushed through the signing since it was getting late in the afternoon. When we got home that evening I read the document and it clearly says "You are NOT required to enter into this limited warranty in order to purchase, lease, or obtain financing for a vehicle." We were told this was "required" in conjunction with the "required" ************** which was supposed to be for as long as we own the truck, but it says on the form it is only for 24 months. I also told them about this in my email the very next morning on May 31. We do not need or want this **************, nor the Traceable Theft protection limited warranty that we were charged for. The LoJack has NOT been activated and we do not want it.I have sent e-mails, texts and left voicemails for both the manager and the salesman. Neither of them have responded to me or tried to resolve this matter. It has been 10 days, which I think is ample time to expect a reply.I am disputing and seeking reimbursement for the missing pickup box extender which we need and will have to order from ****** at a cost of $180. I am also disputing and seeking reimbursement for the ************** that we don't need or want for the $699 we were charged and also for the ****************************************** Warranty that we don't need or want for the $299 we were charged. I emailed, texted and called the dealership about all 3 of these issues the very next day on May 31, and have heard NOTHING from any of them.

  Business Response

  Date: 07/07/2025

  ******* ********* of Sunrise Ford has confirmed that ******* ****** has been called multiple times by the dealership. ******* claims to have been scammed into dealer add-on options such as LoJack, Etch, paint and appearance package. ******* has called to try to explain the products again to ******* and review the exact worksheet previously covered with her as well as the purchase agreement she accepted. ******* purchased a certified pre-owned vehicle and is under the impression that Sunrise Ford still owes her something. 
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23444860
  
  I am rejecting this response because:

  We were verbally told that the ************** was forever, NOT 24 months.  We were also lied to and told that the dealership's own Theft Protection Warranty was REQUIRED, when it plainly says on their form that it IS NOT.  Please see the attached forms that are highlighted. 

  We drove 3.5 hours and spent nearly all day at this dealership trying to finish up and get back on the road.  Their finance guy was flipping through the screens on his desktop and actually SIGNING for us and not giving us ample time to read anything.  

  I emailed and called the salesman and the manager the very next morning about these issues and told them that I wanted them resolved.  I received NO RESPONSE from either of them for 10 days, despite repeated attempts.   Only until day 10, did I move forward with my BBB complaint.

  This truck was also supposed to come with a bed extender (it was shown on the ad), and they only agreed to order one from Amazon, ONLY if I would remove my review.  The bed extender was supposed to come with the truck, regardless. 

  I am not the only person who has complained about their tactics regarding this LoJack agreement and the dealership's own Theft Protection Warranty.   I have not activated the LoJack. 

  I told them via email and telephone messages that I want a refund for both of these items.  Multiple times. 

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

  Business Response

  Date: 07/08/2025

  Sunrise Ford understands the frustration from ******* ****** and any type of miscommunication on the dealership's behalf although all documents have been provided and are signed. Sunrise Ford did not force anyone into a negotiation and the vehicle was priced and discounted to the agreement. Sunrise Ford hopes not to offend anyone in any way possible. The dealership is willing to refund ******* $699. 
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23444860
  
  I am rejecting this response because:

  I also want the $299 we paid for the dealership's Theft Protection Warranty refunded.  This is worthless to me and the form actually says it is NOT REQUIRED, which I made them aware of the very next day when I actually had time to read everything after a long drive home.  

  Issue a refund for the unactivared $699 LoJack and your dealership's $299 Theft Protection Warranty and I will agree to close the case.  

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

  Business Response

  Date: 07/21/2025

  Sunrise Ford has created a check request that will reimburse ******* ****** $998. 
  
  

  Customer Answer

  Date: 07/31/2025

   
  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:06/02/2025

  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.

  On 04/01/2025 we met with ******* ********, finance officer and did electronic paperwork for our purchase. We repeatedly asked what the finance rate would be with no answer. Part of the electronic paperwork was finance paperwork with ************************. Upon completion we asked what the finance rate would be and were told 6.75%. My husband and I rejected this rate and told ******* that we did not want the financing and that we would bring in a cashiers check for the balance and asked him to hold off submitting the paperwork until Friday 04/04/2025 as we need time to move money and get a cashiers check. He said he would not submit it. On 04/04/2025 I went to the dealership and gave them a cashiers check in the amount of $41,021.92 and was given a receipt.On or about 05/19/2025 we received notification from ************************ that our first payment was due on 06/19/25. Obviously this came a quite a surprise since we paid the dealership in full. After numerous phone calls to the dealership, with no return calls, I reached out to our salesman. He spoke to management and they realized what happened. They acknowledged that they own the money back. On 05/22/25 I was finally able to get someone to return my call. I spoke with someone named *******. He told me that a check would be overnighted to us but only in the amount that we gave them ever though it was the dealers error sending in the finance paperwork. The payoff amount that I received (good through 05/31/25 was $41,143.12. That is $121.20 in interest. The new payoff amount is $41,211.30, $189.38 in interest. That will only increase if I cannot make the payoff by 06/09/25. I left another message for ******* on 05/28/25 and have not received a returned call.Sunrise Ford and Space ****************** are making money off of our money yet they will not take responsibility and pay us the interest.Sunrise Ford has now received $82,043.84 for my vehicle which out right theft and fraud.

  Business Response

  Date: 06/16/2025

  ******* ********* of Sunrise Ford has confirmed that the attached check was created for *** ********** on 5/22/2025 in the amount of $41,021.92. Sunrise Ford has also confirmed that *** has possession of this check and the matter is now satisfied. 
  
  

• Initial Complaint

  Date:05/28/2025

  Type:Product 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.

  Purchased a truck on 7/724 from Sunrise Ford. Unbeknownst to me, I overpaid the tag fees and Sunrise issued a check that is dated 8/22/24 in the amount of $25.20. The check was not mailed/post marked until 3/28/25, well past the 120 days the check was valid. I have reached out to the dealership multiple times since receiving the invalid check and have had to leave messages. I have not received a return call. I also spoke with a manager who assured me it would be taken care of. That was 4 weeks ago and still no return call. Check number is ****** At the time of purchase, my address was ******************************************************* ******, Fl *****. I have since moved out of State.

  Business Response

  Date: 05/29/2025

  ******* ******** of Sunrise Ford has spoken with ***** ****** and informed him that a replacement check has been drafted and is ready. 
  
  

  Customer Answer

  Date: 05/30/2025

   
  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:05/14/2025

  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.

  GO SOMEWHERE ELSE! NIGHTMARE EXPERIENCE!! Service Center = less than one star review for the Sunrise Ford ****************** incorporating these key facts:- service advisor manager ****** has poor customer service skills, blamed me, the victim, for his shoddy work on my ******************* perfect condition - shop did not fix transmission correctly, which led to engine problems driving to ***************, cam phasers started screaming as my Engine was being overworked - shop dropped a pole On my door, then body shop spent 5 days painting the door. Ding was still visible and paint bubbles were visible and needs to be corrected again - *********************** said they would fix the transmission work that was done incorrectly the first time, but that the engine / cam phasers would cost me $2800 to fix, eventhough their faulty transmission work caused the stress to my perfectly strong engine - never has a loaner car been offered throughout this entire process even tho a pole was dropped on my vehicle then I had to bring it back bc of improper repairs to the transmission which led to stress on my engine and cam phasers. Again, instead of apologizing and making things right, I was met with a mechanic and the head manager of the service center immediately gaslighting me and telling me those arent related. Now, eventhough my transmission work is covered under warranty, Im supposed to pay them $2800 to fix my cam phasers, when they are the ones who put my truck in worse condition then when I first brought it in. It complete insanity. Today is my birthday and this is what Im dealing with still, a month later.

  Business Response

  Date: 05/15/2025

  ***** ******* arrived at Sunrise Ford for a transmission issue stating while driving, his transmission was "slipping between 1st and 2nd". The dealership technicians completed a test drive and verified the concern. ***** had the transmission rebuilt at another dealership less than 2 years ago. The vehicle issues were covered under a service part warranty but no other warranty coverage applies due to the fact that the vehicle is a 2017 with ******* miles. ******* vehicle had some issues with the Main Control / valve body. The process through ****'s workshop manual is to clean and overhaul. While attempting to complete this process, the technicians found scoring on the valves in the main control. The dealership moved to replace the main control with a new one. The rest of the procedures were followed including updating solenoid strategy and clearing adaptive tables. All DTC codes were cleared and a drive was completed. No codes were returned and the vehicle ran fine. While the vehicle was at the dealership, the technician heard a rattle at start up which could be indicative of cam phaser issues. The technician noted this on the repair order and under the multi-point inspection line of the repair order as well as provided a quote for the repair. ***** picked up his vehicle on April 29th 2025. On May 7th, 2025, ***** brought his vehicle back into the dealership and began shouting and cursing at the employees. At this time, ****** ********* spoke with ***** ******* where ***** stated that the transmission broke the engine. When Steven explained that this could not be possible as described, ***** again became argumentative. ****** proceeded to tell ***** that the dealership will be happy to look at the current condition of the vehicle but everyone will need to be on the same page. ***** began cursing at ****** and at this point, ****** requested ***** to leave the dealership. ***** stated he would leave the dealership and demanded the dealership fix his truck for free. ****** again requested ***** to leave the dealership but ***** went to talk with another manager. Roughly 30 minutes passed and one of the dealership employees came into ******** office and said a customer wanted to speak with ******. It was ***** *******. He asked for a restart and to go somewhere to talk with ******. ***** and ****** then spoke in the conference room. Steven offered to look at ******* vehicle at no additional charge and also reminded ***** that the transmission very rarely can cause an engine failure. After diagnosing his vehicle, the cam phaser rattle is still present as noted on ******* original invoice with an estimate for repair and ***** now has the left hand side turbo with an issue internal. It seems the inner bearing has come loose and is dumping oil into the exhaust which is what happens when turbos go bad. There are DTC codes for the turbo and the cam phasers. ***** also had a new transmission code that was for the inner clutches. None of these codes were present when the vehicle left the dealership on April 29th. The transmission code is what Sunrise Ford was looking for as part of the first repair. During the repair process, if/when the light comes back and has inner clutch codes were to continue with repairs and actually remove the transmission and inspect. The dealership did this as promised and found inner CDF drum issues along with some "C" clutch issues. Sunrise Ford repaired these issues and reinstalled the transmission at no charge to ***** as it was covered under warranty. These issues will make the transmission shift delayed and harsh at times but in no way affect the engine and its components. It is now shifting fine once again. ****** called ***** to talk about everything that was completed and what was still needed but unfortunately did not speak on the phone due to ******* schedule. ****** relayed the information about what was done and how the dealership would be willing to assist but this is not a related issue to the transmission problem ***** was experiencing. ***** texted ****** and stated he would be coming to the dealership and provided an estimated time but never showed up. The turbo replacement estimate is about $3,900.00. ****** had spoken to ******* girlfriend when she reached out on his behalf. ****** explained to ******* girlfriend that the dealership would be willing to help reduce the cost to $2800 to help the situation. There has been no further communication from ***** on the final matter except for this Better Business Bureau complaint.
  
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23328772
  
  I am rejecting this response because:

  The last time I spoke with ******, I let him know that I disagree with the fact that faulty transmission work done by his service department of course led to my engine issues, and that the only thing Id like to hear from him when I got back from my vacation was that he either had my truck fixed and ready, or that he had a loaner vehicle for me.  The $2800 is unacceptable and is not doing me any kind of favors that is laughable. Their faulty work led to my engine issues, and they also dropped a pole on my vehicle and did a ooor job of fixing that.  When I check back with ****** 7-days later after dropping my vehicle the second time, he told me the body shop was backed up; however, I had already spoken with their body shop that morning and no one had been made aware the door needed to be fixed again, from their faulty body shop dent repair and faulty paint job the first time after damaging the exterior of my vehicle.   As far as the engine, I will be requesting they fix everything that has been affected; the oil pressure, the cam phasers, and any other parts, caused by their faulty transmission work.  I will then be requesting an independent inspection by a separate **** certified technician.  I am not sure what to say to ****** at this point.  Im a simple man, all I expect is some simple apologies, and some simple assurance that all these damages will be corrected, and in the meantime, itd be nice to have a loaner vehicle   Its been roughly 3 weeks+ in aggregate with no vehicle at this point  

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

  Business Response

  Date: 05/19/2025

  ***** Edwards was experiencing cam phaser issues before any repairs were performed. It is noted on his first invoice as well as the quote for repairs. The transmission work ***** is describing was a main control / valve body replacement. Sunrise Ford did not remove the transmission or fix anything dealing with clutches or internal parts until the second repair when the turbo problems were evident. ***** showed up this past weekend and cursed out everyone he came into contact with and gave the finger to his service advisor creating a very hostile environment at the dealership. Several customers and employees were frightened by his words and actions including the children present for the foul language. Sunrise Ford does not appreciate any of this behavior. There were no transmission codes stemming from a main control as Brian stated was "faulty work". The work completed at the first visit was done to specification and exhibited no further issues. The issues ***** is now experiencing does not stem from previous repairs. Sunrise Ford feels that diagnosing his issues at no additional charge and offering repairs at a discounted rate is more than sufficient due to the fact that Sunrise Ford is not negligent. 
  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23328772
  
  I am rejecting this response because:

  pls see photos attached.  Having trouble uploading comments this morning 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/03/2025

  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.

  When we were discussing the price of the new used vehicle we were buying and negotiating what we wanted for our vehicle nothing was said about a LoJack device that was installed on the vehicle we were buying until we went into the finance **** to complete the paperwork. I saw the charge of $699.00 for a LoJack device and I distinctly made it clear that I didn't want or have the need for this device and I didn't want it. I was told that it was the company policy and because I was financing the vehicle for $9,000. That the bank required it. I haven't bought a vehicle in 6 yrs so although I wasn't happy about it I reluctantly went ahead with the process of filling out the paperwork. I called my insurance company and was told I get no discounts for ****** and that it was a dealership add on that we didn't have to accept. I can't believe this issue hasn't been addressed because I have read many complaints from other customers who experienced the same issue. It's very sad that we paid alot of money for a vehicle and they still want more and we were tricked into a device and charged for it when we clearly stated that we didn't want it!! They basically forced us. I did contact the manager at Sunrise Ford and he basically said he had no room to move on this deal so there was nothing he could do about it??

  Customer Answer

  Date: 04/04/2025

  I looked at the contract again and noticed that charged me $1397.00 total for what they call installed packages.  It's $699.00 for the LoJack, $399.00 for caltech appearance protection and $299.00 for DLP traceable theft protection.  I believe this is all for the LoJack device that I didn't want but was told I had to purchase this because it is their policy and because I was financing the vehicle. I have not and will not activate the LoJack device. 

  Business Response

  Date: 04/07/2025

  Sunrise Ford informed **** ******* this is a product added on the vehicle sold separately from the vehicle. The dealership discounted the vehicle and provided the best deal possible. **** signed all the documentation and LoJack paperwork and also was shown how to use it.   
  
  

  Customer Answer

  Date: 04/07/2025

  We never knew about the LoJack device until we were in the finance office and we told them we didn't want or need the LoJack device.  We were told that it was already installed and we had to purchase it because we had a loan on the vehicle. They never explained how to use it until I got a email on my phone saying I had to install the device myself and that is when I started looking into it and found out I was tricked into purchasing it. I don't have any use for this LoJack device.  I will not activate it!!

  Business Response

  Date: 04/17/2025

  ******* ********* of Sunrise Ford has confirmed that he spoke with **** ******* and discounted the vehicle for her. The dealership also sent **** documents of the products purchased and explained it is installed on all of Sunrise Ford's vehicles. 
  
  

• Initial Complaint

  Date:03/25/2025

  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.

  On January 9, 2025 I purchase a car from this dealership (in *******), they gave me temporary plates and were supposed to send the bill of sale and title up to *********** (where I reside) this is in order to register the vehicle. As of today March 25th 2025, CT *** has not received any documents from the dealership. I have left numerous voicemails requesting a tracking number showing proof the documents were sent up to CT however have not gotten a response. Therefore I spent approximately $14,000.00 on a vehicle that I have no proof of purchase (bill of sale) on or title, therefore the car cannot be registered.

  Business Response

  Date: 04/17/2025

  ******* ********* of Sunrise Ford has confirmed that the dealership sent a request to ****** **** for the original vehicle VIN and inspection form. ****** sent the requested items to the dealership and Sunrise Ford sent the items along with a copy of the vehicle emissions report to the company that is handling the out of state titling. The dealership advised that ****** should have their tag and title completed with the state. 
  

  Customer Answer

  Date: 04/18/2025

   *
  Complaint: 23116239
  
  I am rejecting this response because:

  The dealership did not advise me that I should have the tag and title completed with the state. * Im not even sure what this means. * I do not have a copy of the title, the title and additional documentation previously mentioned was supposed to be sent up to ** DMV. * As of 4/17/25 the ** DMV has not received any documentation regarding the vehicle, therefore the car still is not and cannot be registered in the state of **. * The title was never sent to ** to myself or the DMV. * I have requested several times a tracking number to show what day it was sent to ** DMV and have not yet to received this tracking number. * I have also spoken with ****** Gamboa *<*********************************************************************** * ******-*** ***** <**************************************************************************** * and * ******* ***** **********************************************************************. * I am still waiting on a response as to where the documents are or have been sent. * I provided them ** DMV's address on Thursday April 10th as they requested as well, and still no resolution.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/24/2025

  ******* ********* of Sunrise Ford has confirmed that the dealership's title department has been in communication with ****** **** and his mother. On April 12th, all the paperwork was sent to the state of ***********. It takes the state 4-6 weeks to finalize the title paperwork. There is no expediting the documents in ***********. Sunrise Ford has completed everything and sent it out. ****** Lugo was also issued an additional temporary tag on April 11th which is valid until May 10th 2025. 
  

  Customer Answer

  Date: 04/25/2025

   
  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:02/05/2025

  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.

  Sunrise Ford is refusing to issue and send me my refund that was requested since December 24th 2024 of $34,000.

  Customer Answer

  Date: 02/05/2025

  The vehicle I initially paid for was not being processed by the finance department and my salesperson had failed to communicate to me exactly why. I provided my business line with a local area code and asked that she stop emailing me but she reverted to excuses about not having a local number to contact me. Frustrated with the time wasted and her apparent nonchalant attitude, I requested a refund. The vehicle never left the lot so I knew I was entitled to one. Someone above her called the same "out of country" number to inform me that they had requested the title in compliance with the shipping company after my initial request for a refund, but I refused to continue the transaction and insisted on a refund.

  Business Response

  Date: 02/17/2025

  ******* ********* of Sunrise Ford has confirmed that ***** **** was communicated with every day. The dealership also explained how long it would take to receive the refund. Sunrise Ford was already in the process of receiving the title work for the vehicle when ***** refused it and demanded a refund. Sunrise Ford received the check and sent it to *****. The dealership remained in contact and ***** received his payment. It was confirmed that the check has been cashed. 
  

• Initial Complaint

  Date:10/21/2024

  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.

  They scheduled a service appointment without my consent, I do not need or want one, I next asked them to sever all contact with me, I started receiving more emails and calls than ever and they still have not stopped even when I spoke with **** in Sales assuring me that it would stop. I am angry and frustrated that such a simple request is not being honored after all the business I gave to them, shameful!

  Business Response

  Date: 10/22/2024

  ****** ********* of Sunrise Ford has confirmed that **** ******* was at the dealership in April for an oil change. At the time of that oil change, Sunrise Ford scheduled the normal follow-up appointment for 6 months later. After **** was not present for the follow-up appointment that was set; the system automatically generated the email that **** received as a reminder. Given the response received by **** ******* regarding the notifications that were sent, the General Manager for Sunrise Ford has requested that **** be removed from receiving future emails and has also added a DNC (do not contact) to the customer profile in the system. 
  

  Customer Answer

  Date: 10/22/2024

  If all communication will stop henceforth I am satisfied with their response.  I find their policy of scheduling appointments without the consent or knowledge of the vehicle Owner to be VERY questionable from an ethical point of view, I never agreed or consented to this appointment, hence my ire on this point.  I thank you for your help in this matter and the good work you do.

  Thank you, sincerely,

  **** *******

• Initial Complaint

  Date:09/10/2024

  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.

  On July 19, I purchased a used vehicle from Sunrise Ford in ***************** for $7,800. There were some service issues, such as an airbag defect, that needed to be addressed before I could pick up the vehicle. When I arrived on the rescheduled date to complete the purchase and take delivery, I experienced several hours of delays, marking the beginning of what would become a series of unprofessional encounters.The vehicle was not properly serviced, and I was promised that the paperwork confirming the airbag issue had been resolved would be sent to me within a few days. Despite sending two emails and making several phone calls (which I have documented), I did not receive the paperwork until my third attempt, which was about five or six weeks after the purchase date.Additionally, I noticed that my temporary tag had expired, and I had not received the permanent license plate or registration. On August 29, I received a call informing me that my registration was ready for pickup. However, when I went to pick it up, they refused to give it to me because I did not have the license plate. I was told the plate was missing, and I was given the runaround, being promised a call from their finance manager, which never happened.Frustrated and sensing dishonesty, I went to the *** directly. There, I discovered that Sunrise Ford had switched the license plate from my GMC Acadia to the 2006 **** F150 without my permission or knowledge. I had no intention of trading in my Acadia, yet I have been unknowingly driving around with the wrong license plate since July 19. The time, stress, and fear of potential legal repercussions have been extremely unsettling. Not to mention that vehicle that I purchased had already cost me $1500 in repairs to date. I had already overpaid. .

  Business Response

  Date: 09/11/2024

  ******* ********* of Sunrise Ford spoke with ******* ******** regarding this complaint. Sunrise Ford will be reimbursing Loriann $365 dollars for the cost of a new vehicle tag. 
  
  

  Customer Answer

  Date: 09/12/2024

  I appreciate sunrise ford's offer to cover the cost of my license plate. However, the offer falls $10 short of the actual cost, and I request that this discrepancy be addressed to fully reimburse me for the expense. 

  In addition to submitting an expense report for the necessary repairs already completed on my vehicle, I have discovered another issue that requires immediate attention. upon reviewing the paperwork provided by sunrise ford regarding the airbag issue, I realized that the documents are dated after I had already taken possession of the vehicle. This raises serious concerns, as I have no confidence that this crucial safety work was actually performed. the unresolved airbag issue is a significant safety hazard, and I am now facing additional costs beyond the previous repairs. this situation is completely unacceptable, and I expect compensation for both the completed repairs and any additional expenses related to addressing the airbag concern. 

  Thank you for your time and attention to this serious matter.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22265968
  
  I am rejecting this response because:
  I appreciate sunrise ford's offer to cover the cost of my license plate. However, the offer falls $10 short of the actual cost, and I request that this discrepancy be addressed to fully reimburse me for the expense. 
  In addition to submitting an expense report for the necessary repairs already completed on my vehicle, I have discovered another issue that requires immediate attention. upon reviewing the paperwork provided by sunrise ford regarding the airbag issue, I realized that the documents are dated after I had already taken possession of the vehicle. This raises serious concerns, as I have no confidence that this crucial safety work was actually performed. the unresolved airbag issue is a significant safety hazard, and I am now facing additional costs beyond the previous repairs. this situation is completely unacceptable, and I expect compensation for both the completed repairs and any additional expenses related to addressing the airbag concern. 
  Thank you for your time and attention to this serious matter.
  Sincerely,
  
  ******* ********

   

  i have additional documentation migh be too large to  send through this page

  Business Response

  Date: 09/13/2024

  The vehicle was sold AS-IS to ******* ******** on 7/14 and the vehicle was diagnosed the following day. Sunrise Ford assessed the concerns and ordered the necessary parts. Sunrise Ford will reimburse ******* $374.84 for the new tag she purchased after the point of sale. The repairs Loriann is currently completing has no correlation with an air bag light. 
  
  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22265968
  
  I am rejecting this because

  L it seems that the business has avoided directly addressing  the original complaint of the airbag repair when I bought the vehicle. I believe I am entitled to a clear explanation of why the airbag paperwork was not completed on or before the date of purchase, (as I was told it was done when I picked up the vehicle) as this directly affects the vehicles safety and compliance with regulations.
  
  In my previous messages with attached documentation was to show the vehicle has cost me plenty so far and now will be additional costs to assure the airbag and safety of the vehicle is in fact in proper working order the way it should have been when purchased.  I am still happy to receive the money for the license plate offered. 
  thank you
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/20/2024

  The vehicle was sold AS-IS to ******* ******** on 7/14 and the vehicle was diagnosed the following day. Sunrise Ford assessed the concerns and ordered the necessary parts. Sunrise Ford will reimburse ******* $374.84 for the new tag she purchased after the point of sale. The repairs Loriann is currently completing has no correlation with an air bag light. 

  Customer Answer

  Date: 09/25/2024

  
  1.Airbag Safety Issue: My primary concern is the airbag defect, which was supposed to be resolved before I took possession of the vehicle. However, the paperwork confirming this is dated after I had already purchased the vehicle, leaving me uncertain whether the repairs were actually completed. This unresolved safety issue directly impacts the vehicles compliance with safety regulations.
  2.License Plate Transfer: ********************** transferred the license plate from my GMC Acadia to the 2006 **** F150 without my permission. While they have agreed to reimburse me $374.84 for the new tag, this error was their fault, and I am entitled to full compensation.
  3.Incomplete Response from the Dealership: The dealership has failed to address my concerns about the airbag issue and has shifted the narrative, implying that the repairs Im completing are unrelated to the airbag defect. I am requesting a clear explanation as to why the airbag paperwork was dated after the sale and assurance that the airbag issue was properly resolved.
  4.Desired Outcome: I am willing to accept the reimbursement for the license plate, but my main concern is receiving confirmation that the airbag issue has been fully and properly addressed to ensure the vehicles safety, that the dealership mishandled .
  

• Initial Complaint

  Date:09/07/2024

  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.

  Took car to get oil changed and put air in tires so the mechanic took the tire off the car to rotate the tires which I did not ask them to do so mechanic put the tires on the car again. They ***** my rims so I told them that I wanted new rims and they refused. And said that wasnt our policy 3 rims damage at 900$ a piece my vehicle is new with only 2300 miles so all I wanted was air in my tires and oil change I am a customer at this dealerships for 18 year I wont bring my car back

  Business Response

  Date: 09/10/2024

  Sunrise Ford has made an offer for ****** ******* to come into the dealership right away and satisfy the complaint but ****** is currently unable to provide the dealership with availability to complete the work needed. ****** ********* of Sunrise Ford has offered to repair the minimal damage to the vehicle wheels at no cost to ****** but there has been no word back from ****** regarding the resolution provided. 
  
  

  Customer Answer

  Date: 09/11/2024

  Talk to dealer about the rims and wont replace them. its not minimum damage.The tech should have know that you cant rotate the rims on that car.why should I have the rims repaired when it was there neglect. why should I have to devalue my car with a patch job. The car was a ******* dollars.

  Business Response

  Date: 09/11/2024

  ****** ******* requested "the works" when at the dealership which comes with a tire rotation. The tires are the same size and are not directional. There is no indication that they can not be rotated. The upgrade package on ******** vehicle currently has "offset wheels". This is not a **** package but a ****** one. The only way that Sunrise Ford would have known this information is if ****** provided it to the dealership. During the requested work to the vehicle, ****** was present for the duration of the technicians taking off the wheels and moving them into position and did not have any concerns at the time. ****** ********* of Sunrise Ford had mentioned that the tires were the same size front to back; same wheel size but different in offset which is not visible. ****** ********* also informed ****** that once the wheels have been repaired, it will not be noticeable where the repair was completed. The wheel technician was present at Sunrise Ford this morning for the vehicle but unfortunately ****** ******* was not.  Sunrise Ford would like to speak directly with ****** ******* about the next step towards a resolution when available. 
  
  

  Customer Answer

  Date: 09/12/2024

  Wow You need to talk to ***** the service writer .I told him to just change the oil and put air in the tires,I dont no anything about the works as you say just dont make sense.And you say I was watching I was in the show room looking at the new Shelbys you have in the show room and when next store to see about a bed liner for my pick up. And we all no that customers are not allowed in the shop for insurance reasons.There is a big sign!! So I got concerned because it was taking so long and when I went by the garage door, the tech was trying to move the car back-and-forth revving. The engine and the car wouldnt move. and thats when the service manager came out and was looking at the rims came over to me and told me so they put it back on the lift and put the tires back where they were supposed to be. I just cant believe that youre trying to blame me for this. And Ive been in the car business for 30 years, delivering new cars to dealerships all over the country. And as far as your tire tech coming and no ****** well I work for a living and your General manager, would not give me the time of day.Its just sad how people turn things around.And who nows if the rims are bent on the inside from trying to move the car back and forward hitting the rotors.Very disappointing to write what you wrote.

  Customer Answer

  Date: 09/23/2024

  This message contains the same material from September 11, 2024 and I replied to it on September 12, 2024. Sending me the same information twice. all I asked for was an oil change and air in my tires. I paid for a service and the car came back with damage rims and got notified by the service manager.Three rims were damaged.I called ****** and got a quote 900$ A rim to replace thats 2700 with out ****** wife has called the dealer and nobody gets back to her.I have been work in the road so I wont get home for another two weeks. Nobody from that dealership has called me. 

  Business Response

  Date: 09/25/2024

  ****** Manning has not shown up for any of the appointments Sunrise Ford has set for him. Sunrise Ford is not blaming anyone in this matter. The wheels are not bent. Sunrise Ford can fix the minor damage to the paint. The situation would have already been resolved but unfortunately ****** ******* has not shown up for the appointments set for him up to this point.
  
  

  Customer Answer

  Date: 09/26/2024

  ****** ******* has not shown up because I work running a business.I have not been in touch with sunrise ford.There has been  no appointments make by me or Sunrise Ford to fix the gouged rims, its just not a paint touch up its deep gouges.The situation would have been resolved if Sunrise Ford would have replaced the rims.Just want to do a patch job on a new car. I have been a customer for 18 years at that dealership poor business on their part.