Complaints

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

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  Elder Ford of Tampa, LLC

  9560 N Florida Ave Tampa, FL 33612-7910

• 

  Elder Ford of Tampa, LLC

  9545 N Florida Ave Tampa, FL 33612-7909

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:04/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** Truck F-150 from Elder **** in March of 2022. As part of the purchase agreement I purchased a lifetime oil change for $1635.00, a vehicle service contract for $1340.00 and I have a New car 36/***** premium care package that expires on 01/31/2025 or ***** miles. *** current miles on my vehicle is *****. I had a scheduled appointment for an oil change at Elderss **** quick lane at 7AM on 04/16/2024. At check-in I was told that my warranty had expired and that the oil change would be a changed service. I informed the representative that my warranty was still in force plus a life time oil change had been purchased with the vehicle. I was told that there was no record of that and again it would be a charged service. I contacted **** corporate customer service to verify the details of my warranty. It was verified through customer service that the warranty was indeed good. *** customer service representative attempted to contact Elder **** with me on the line but was told all advisors were busy. I called Elder **** and asked to speak with a customer service representative and was forwarded to the rental department. I explained everything to her and she informed me that she would email the complaint to the person in charge of service and that someone would reach out to me. I still havent received any response from corporate or Elder ****. I consider my time wasted trying to resolve this issue valuable and right now I am tired and frustrated about an issue that should not exist. I am requesting assistance in getting this matter resolved

  Business Response

  Date: 04/23/2024

  *************,

   

  First and foremost, please accept my sincere apology for the miscommunication to you from my team. You are 100% correct in both of the coverages that you paid for and presently have on your vehicle. Unfortunately, the team member that attempted to help you that morning in the ** was improperly trained on where to find the necessary information to process the coverage. I have asked *********************** to reach out to you in hopes of restoring your faith and trust in our company.

  Thank you for bringing this to my attention.

   

  Customer Answer

  Date: 04/24/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/12/2024

  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.

  My father bought my 2019 **** ecosport brand new October 2019 for me at Elder Ford of Tampa. I was driving Jan 12th 2024 and got a message from the car saying that there was an issue with my oil pump and that I should stop driving immediately. I did so as soon as I got off the highway. It turns out that due to a recalled part, my engine was entirely blown. The car was towed to Elder **** that day. The service technician at Elder told me that they could not replace the engine yet because it was too early in the legal process of the recall. I was given a rental for three weeks afterwards and told that the rental car was covered. A service rep from Elder texted me saying that I needed to return the rental car immediately and that it would cost me $950 for the time that I had it. I refused to pay because I was told that it was covered. They waived the $950 fee. Then they insisted that they could not give me another rental because "there are other people that need rentals and **** won't pay for me to have one". They told me that if I put down ****** to replace the engine, they will do the repair and reimburse me when **** pays for the repair. I am a teacher and don't have ****** to put up until **** decides that they want to fix the car. They said that **** would not pay for any interest if I were to pay for this through a loan. It is now April 11th and I am still without a car and without a rental or any assistance from Elder ****. I have been without a car for nearly 4 months now and I have received almost no communication from Elder **** about the status of my vehicle and when and if it will be fixed. The managers at Elder **** have been entirely unhelpful and have refused to do anything tangible to fix this issue besides calling **** Corporate. Additionally I have never received worse customer service. The service technicians and managers often give incorrect information and do not communicate with each other or the customers. Something has to be done about this.

  Business Response

  Date: 04/15/2024

  HI,

   

  We apologize for the frustration you are experiencing. Unfortuantley, your **** Ecosport has an advanced notice manufacturer Recall with no eta on timeline. We would not be able to perform or cover any repairs to the vehicle under that recall until the Dealer Bulletin from the manufacturer is updated with repair procedures and parts ordering information. Furthermore, the recall has not gone beyond advance notice so we are not able to provide one of the factory loaners unfortunately.  

  Customer Answer

  Date: 04/18/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/08/2024

  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.

  Purchased a vehicle from Elder Tampa on March 9. Traded in 2 cars, one with no note. They sold the one with no note within a week and although they waited for the other to come back from repairs they now have it listed for sale. We are owed $15,000 from the vehicle they sold and a payoff on the other. Its been a month and we just get the runaround.

  Business Response

  Date: 04/22/2024

  Hi,

   

  Just following up on this issue. I understand the issue has been resolved but wanted to verify.

  Customer Answer

  Date: 04/25/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/08/2024

  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.

  I purchased a Kia **** at Elder **** in Tampa and felt I was coersed into purchasing a $2999 warranty that I found out AFTER the purchase (and financing) was 127 miles away to connect with the warrenty dealership. Impossible to do.

  Business Response

  Date: 04/09/2024

  We have reached out to *****************. I do not show that an extended service contract purchased on her vehicle. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21531390
  
  I am rejecting this response because I talked with ******** at Elder **** and she will follow up on this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  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.

  I went to ELDER **** on Feb 3,24 to buy a Explorer. I closed the deal on a Sat and was told to pick up the vehicle on Monday. I pick up the explorer but was told they have no idea what I was even talking about, but when I got home I realized that it is NOT the same vehicle I bought. Same color, same year, but DEFINITELY NOT THE SAME VEHICLE! It is a downgraded model, less features, and not the same inside. Before all this of picking up wrong car. When signing the paperwork, it was not pen and paper, but instead digital, like you would on a tablet. While negotiating the deal, they presented paperwork in which the deal we reached, but did not provide me copies it was handed to me on a flash drive. When it was time to sign, it was a tablet. Apparently they applied that digital signature to a variety of things I did NOT agree to. Even a donation to school for $150 that I had absolutely no knowledge of. Also, after the deal was signed, the terms of the deal changed. DID NOT KNOW TILL I PRINTED PAPERS AT HOME. *** the *** stated that I did not have a down payment and also that the 2 maintenance plans that **** in finance just put on my paperwork. we're all taken off but I did not get anything from **** about the paper i signed to cxl and they did not call the place for down payment *** promised. The vehicle when it rained had a leak rain and wind. I called the dealership about the issues difficult to say the least. Then finally dropped my truck off for a leaking window air and water. They had it a week AND DIDNT EVEN FIX THE ISSUE. I got the vehicle back, it was filthy had a child's dirty shoe prints all over the back of the driver and front passenger seats. So either the mechanics or employee used my car to take their kids to who know where. **** service manager was rude when i tried to explain the issues, and was rude more than once and not mention lied to my face the *** verified he did lie. I just want the car I really looked at and what we agreed upon.

  Business Response

  Date: 03/27/2024

  ********************* PURCHASED A VEHICLE FROM ** AND THE ***** SHE WORKED ON AND THE ONE SHE CURRENTLY OWNS HAS NEVER CHANGED, WE WOULD NEVER SWITCH CARS WITHOUT A CUSTOMER KNOWING AND, IF WE DID WHY WOULD SHE TAKE IT?

  I HAVE DEALT WITH HER PERSONALLY AND THERE WAS SOME CONFUSION IN HER DEAL ON WARRANTY AND MANT CHARGES SHE PURCHASED, WHICH SHE FELT SHE WAS NOT INFORMED ABOUT, UPON HEARING THAT I CANCELLED THE PRODUCTS IMMEDIATELY, AND HER BANK WAS CREDITED THE FULL DOLLAR AMOUNT BACK. SHE HAD MULTIPLE COMPLAINTS ABOUT A ***** IN HER *****, WE TOOK THE ***** IN AND RESOLVED THE **** ISSUE BUT THE ***** SHE INSISTS PERSISTS. THAT AIR IS NORMAL ACCORDING TO MY SHOP AND WE CHANGED MOULDING MORE THEN ONCE TO TRY AND ACCOMADATE HER.

  THE LAST ISSUE IS ONE OF A DOEN PAYMENT, ALL I SAID WHEN SPEAKING TO HER IS WE WOULD NOT ASK FOR MORE THEN SHE AGREED TO PAY INITIALLY, WHICH WE DIDNT. SHE SIGNED FOR A DOWN PAYMENT AND IT WAS APPROVED AND IT WAS NEEDED FOR HER DEAL TO EVEN GET APPROVED. SHE CALLED HER FATHER AND HE ACTUALLY HELPED HER, SO I AM CONFUSED AS TO WHY THIS IS NOW AN ISSUE. 

  THANK YOU 

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

  **********

• Initial Complaint

  Date:02/26/2024

  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.

  This company is violating several consumer and federal laws . I went to purchase a vehicle that I was approved for . I than got an approval and amount . While I waited to close the deal a manager came out and basically rewrote every thing I had agreed to and added a warranty that I did not need . They told me that the bank would not make the deal unless I purchased the vehicles warranty from them . Which is a lie and deceptive practice. I was stopped from Purchasing the vehicle because of unfair and deceptive practices

  Business Response

  Date: 02/27/2024

  I engaged in a direct conversation with the customer, apprising her that the acquisition of a warranty was not obligatory. Furthermore, the customer expressed concerns regarding the legality of a down payment. Additionally, she asserted that the interest rate should not exceed 18%, citing legal parameters.
  I conveyed to the customer that the purchase of a vehicle from our establishment was optional. Considering her credit score of 480, I advised her that the bank would review and approve any proposed deal structure, and we committed to providing her with detailed information on available options.
  Regrettably, the interaction took an unfavorable turn, as the customer used inappropriate language towards me and indicated an intention to pursue legal action against our organization.
  
  
  
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21341971
  
  I am rejecting this response because: The response doesnt include whom was speaking . Also its very untrue to say you showed me options the banks approved when you showed them to me including a 5000$ warranty and protection plan for 1000$ that was optional and I declined initially . You showed four total approval breakdowns for payments and when I restated you didnt include the original ask for 72 months you came out with  another sheet showing payments based on your company including a warranty thats optional. Its deceptive and I did want to purchase the vehicle I didnt want to be disrespected in the process thats all. I would like to speak with the  District Manager of this company as this response is completely construed to favor the company when in fact the compact declined my business because I wouldnt accept a warranty that was optional! 

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

  Customer Answer

  Date: 03/20/2024

  This response was provided verbally to BBB:

  I am requesting that the business address my issues.  My desired resolution:

  1. I would like the owner or senior leadership to call me to discuss my issues, so they can understand what transpired.

  2. I still would like to buy the automobile (without the warranty).

  Business Response

  Date: 03/27/2024

  THE CONSUMER IN THIS MATTER IS JUST NOT BEING TRUTHFUL AND IS MAKING UP A STORY OF WHAT WAS SAID TO HER , AS I AM THE ONE WHO SPOKE WITH HER. SHE HAD CAUSED MULTIPLE ISSUES IN OUR SHOWROOM , BEING LOUD AND DISRESPECTFUL TO MY SALESPERSON AND OTHER MANAGERS. ALSO INITIALLY QUOTING THAT DOWN PAYMENTS WERE ILLEGAL, JUST MISINFORMED IN ALL AREAS OF A PURCHASE. SHE ALSO TOLD ME IT WAS AGAINST THE *** TO CHARGE OVER 18% ON A FINANCE CONTRACT IN FL. HER CREDIT SCORE OF 450 IS WHY THE ONLY BANK THAT WOULD APPROVE HER HAD A VERY HIGH RATE AND REQUIRED A DOWN PAYMENT TO FUND THE CONTRACT.SHE HAD A CHOICE OF PURCHASING A WARRANTY AND PURCHASING GAP INSURANCE, I CLEARLY TOLD HER IT WAS OPTIONAL.

  SHE THEN CALLED ME A NARCASISTIC *******, AND I TOLD HER THAT LIKE SHE HAD A CHOICE WHERE TO PURCHASE A CAR , WE ALSO WILL NOT BE DISRESPECTED AND YELLED AT IN OUR SHOWROOM .

  AT THAT POINT SHE LEFT AND WE GAVE HER COPIES OF HER PAPERWORK AND KEPT COPIES REQUIRED BY *** 

  THANK YOU 

  ANY FURTHER QUESTIONS LET ME KNOW 

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

  **********

• Initial Complaint

  Date:01/19/2024

  Type:Order 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.

  I saw the car posted for $20,234 and called for a discount and they gave me a $500 discount for a total of $19,734 and due to paperwork and transfer around (2k-3k) we agreed to $23,000 with a down payment of $10,000 with a credit card and financing the rest. I asked them a few times as it was my first time buying a car by myself and financing and they assured me that was it. I did not get any paper agreement that day and a week after I got the financed account for $21,500 when it should have been just $13,000. The financial rep at the dealership was bothered by me calling to figure this out and said that I should cancel the warranty( supposedly included) I signed and they lowered the amount to $17,500. I DO NOT KNOW where the extra $4,000 is coming from and they dont rectified. I even told him to take the car back. I am a single mom and it is so unfair that even for people with the money they shouldnt add $10,000 over what was agreed. I need this corrected asap. This happened on 11/25/23.

  Business Response

  Date: 01/24/2024

  SPOKE WITH *********************************, THE DISPUTED AMOUNT AT THIS TIME 4000 AS WE HAVE ALREADY CANCELLED WARRANTIES THAT SHE HAD. NOW IT IS 4000 , SHEWANTS TO CANCELL A PERMA PLATE , I AM PROCCESSING THAT FOR HER NOW , AND THAT WILL RESOLVE HER ISSUE.ANY FURTHER QUESTIONS PLEASE REACH OUT TO ME 

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

  **********

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21152391
  
  I am rejecting this response because:

  I called the loan company today and they said that nothing was received. Also, I want to make sure they will corrected to the right amount as I wont pay $1 more than agreed. I have called and left messages to Mr *** and have not heard back. Thank you
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21152391
  
  I am rejecting this response because:

  Good morning,
  
  Here is the information you requested. Please call me or let me know of anything else I can provide.
  As I explained yesterday, I did not receive a paper document when I left the dealership as I had never bought a car with a loan before and they said that I was going to get an email within a week with the loan information for the amount we agreed. 
  The car cost: ****** after $500 deduction due to the holiday that weeked 11/25/23. (per  website $20,234).
  Down payment on a credit card: $10,000.
  DEALER PAPERWORK (I had my own plate): almost $3000. Which is why I agreed to the total price with all paperwork of $23,000 and a week later I received the account with a loan for $21,744.41- .total of the car $31,744.
  The amount of the loan at this moment is $15,724 after I have made 3 payments and they have deducted only 6k in total leaving a total amount to deduct of $3,738.
  I have explained to *** that I am just looking for what is right, nothing more or nothing less. If this cannot be updated as it should be then they can have the car back.
  Again, I am waiting for a $4000 deduction to the current amount, or they can have the car back. This has been the most stressful car buying experience i had in my life.

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

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21152391
  
  I am rejecting this response because: the business has been non responsive after just removing half of the amount they said they were going to remove from the account. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/08/2024

  Type:Order 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 went into Elder **** to buy a truck was told one amount and ended up getting a different one very unhappy. Want my trade-in back and they do not want to do it. They say they have approval but when I call the bank, there is no nothing submitted. They are forcing me to sign another contract or I will not have a truck.

  Business Response

  Date: 01/24/2024

  I SPOKE WITH **** AND DISCUSSED HIS SITUATION, WE RECONTRACTED AT A PAYMENT OF **** WHICH WAS 200 PLUS LOWER THEN INITIAL AGREED UPON.HE IS OKJ WITH THE RESOLUTION AT THIS TIME.

• Initial Complaint

  Date:10/20/2023

  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 my **** escape about a year and a half ago. Ive only ever taken it to Elder **** for repair a normal servicing. Now in the matter of one appointment, they have recommended repairs that was totaled out till almost $7000. The issue is they are supposed to do multi point inspections with every servicing, but they didnt make all of the most expensive repairs known to us until today October 17, 2023. They hold responsibility to the customer complaint about specific issues, even when we have asked on multiple occasions for them to do a deep inspection. All they have given us at this point is excuses no resolutions.

  Business Response

  Date: 11/03/2023

  We have reached out to the customer directly. 

• Initial Complaint

  Date:09/11/2023

  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.

  I spoke with them about buying a vehicle. (I won't go in to the reasons that I chose not to purchase from them. There are many, but That's not what this is about.)They transferred my tag over to their vehicle even though I did not purchase it. I didn't know this until I went to renew my tag 2 weeks ago. I have been trying to get them to fix it for me ever since. With no luck. What type of company does something like this?

  Business Response

  Date: 09/14/2023

  I hope this message finds you well. We appreciate your patience and understanding as we've worked to address the tag transfer issue you experienced. We're writing to provide a final update on the situation.
  

  After thorough investigation and verification, we can confirm that your tags have been correctly associated with your vehicle, and there is no longer any connection to our dealership's vehicle. We are pleased to have resolved this matter and apologize for any confusion or inconvenience it may have caused you.
  Your concerns were certainly valid, and we take full responsibility for any frustrations you encountered during this process. We understand that this situation was far from ideal and appreciate your patience while we worked to rectify it.
  

  If you have any remaining concerns or require further assistance, please do not hesitate to reach out to us at ************. We are here to provide support and ensure that all your needs are addressed.
  

  Once again, we apologize for any inconvenience you faced,and we genuinely value your feedback as it helps us improve our processes and serve our customers better. We thank you for your understanding and hope that this resolution meets your expectations.