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:01/21/2025

  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.

  I am writing to formally request a full refund on my 2020 Defender, which I purchased in August 2024. Unfortunately, I have experienced numerous issues with the vehicle that have rendered it unreliable and unusable.Shortly after purchasing the car, the sunroof broke several times, leaving it open to the weather. I also encountered a significant transmission issue. Before I even reached the first oil change, the car broke down on the side of the road in December 2024. I had it towed to **********, where I was charged $400 just for an initial inspection. Subsequently, I was informed that I would need to pay an additional $2,500 for a diagnostic test, with the possibility that the engine was blown.The dealership's findings were alarming: "Found engine to be misfiring and lost coolant, pulley fallen off serpentine system, causing loose belt and water pump to not turn, found blown coolant pipe on passenger side of the engine suggesting to do block test and compression/leak down test to verify if the engine needs a head gasket replacement." When I visited today, I was told the car is not drivable and that the total cost to fix it would be approximately $18,000.A vehicle with less than ****** miles should not encounter such severe issues within six months of purchase. I have also spoken to a friend who test-drove a car at Veterans Ford, and the dealership there expressed strong negative sentiments about the Defender, stating, "I would never sell one of those; theyre a piece of ****."This situation has caused me significant distress and financial strain. I have had to rely on rental cars to avoid losing my job, which has further extended my financial burden. This is an unacceptable situation, and I urge you to process a full refund for the vehicle to prevent further damage to my credit and financial stability.Thank you for your prompt attention to this matter.Sincerely,[Your Full Name][Your Contact Information]

  

  Business Response

  Date: 01/21/2025

  The customer purchased the vehicle AS IS from ********************** on August 21, 2024.  Upon inspection prior to the sale, our service department found nothing wrong with its mechanical condition.  Three months later, negotiations to trade the customer out of the Defender were unsuccessful.  Instead, he decided to keep it and cancel the extended service contract that was purchased with the vehicle in August.  Unfortunately, the customer never brought the Defender to ********************** for repair or diagnostics.  Had he done so and not cancelled the extended service contract, the mechanical problems he experienced in December may have been covered by the extended service contract. Veterans Ford is unwilling to issue a refund as requested.  
  

• Initial Complaint

  Date:03/25/2024

  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.

  I spoke with ******* and reviewed online they had a 4x4 Cactus Grey 2024 XLT Ranger for $40,823. Once I contacted a salesman about it, they had changed their quote and quoted me over $45,000 for the same truck.At first they played dumb not knowing where I got the previous pricing from. I explain to them several times it was from there website and quoted to me via text previously.We played the game of them saying "oh that was a maverick?' or I have a different color" Or that's not 4x4.In the end the backtracked on their pricing when I can literally see the price of the truck on their website.There was not trade-in value for this either as that was discussed with *******.I am sure after I post this they will have some excuse, like it was a mistake or something. Basically they backtracked and refused to even acknowledge the facts.After all their excuses they refused to honor their price that was on their website and sent to via text as confirmation.Don't go here. Bad Place

  

  Business Response

  Date: 03/28/2024

  Dear ******************,
  
  Thank you for your recent inquiry regarding the 4x4 Ranger XLT, specifically vehicle STK RLE15065. Upon reviewing the transaction, it appears there was a misunderstanding regarding the vehicle model you were interested in. Our salesperson, ***********************, initially provided details for a different vehicle, STK RLE22337, which was more expensive, as he believed you were interested in the Ranger Lariat model rather than the XLT.
  
  To rectify this, upon the receipt of this complaint, we provided you with the correct worksheet for the Ranger XLT, specifically for vehicle STK RLE15065. Both units are being sold at the advertised price online,ensuring transparency and adherence to our pricing policies.  If you compare the worksheets we sent, you will notice that they correspond to the advertised price of each vehicle.
  
  We apologize for any confusion or inconvenience this may have caused. We attempted to reach you by phone without success but remain eager to assist you further. Please feel free to contact us for any further clarification or assistance.
  
  Sincerely,
  
  ***********************
  General Manager

  Customer Answer

  Date: 04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

   

   This is not a safisfactory response. I am no longer interested in purchasing a ranger from this location. If the price of the website is not in error, to date I have not received an accurate price that reflects this from their salesman.

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

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off with specific instructions on what I wanted fixed. I was told they had to run a diagnostic check that was around $200 but it would be waived if I got the work done. I insisted I knew what was wrong and didn't want it and he claimed it was mandatory. I left it there and the issue I wanted fixed came up along with several other items that totaled over $5000 and inclusive of the diagnostic fee he said would be waived. The car is likely not worth $5000. I can only imagine how many people they take advantage of in this situation. One of the items he claimed needed to be fixed was the exhaust. I never heard any issue with the exhaust prior to taking my car there. I told him to only fix the issue I brought the car in for, and the diagnostic fee needed to be removed. A manager eventually took the fee off and agreed to fix the issue I took the car if for. The bill was $500 and reasonable. I picked my car up and within a day there is now an obvious noise coming from the exhaust almost like it was loosened on purpose or during their inspection they made it loose. This place is a classic example of a shop trying to find everything possible they can to try and bill you for unnecessary work. I have no doubt the exhaust issue was exacerbated by someone there. These are not genuine people who work there it's likely the shop sales reps are paid commission to talk people into work that doesn't need to be done. I think this is worth calling a local TV station and have them set them up by taking a car in and seeing what all they recommend on a car that has been inspected by a much more professional organization. I will never do business with them again nor will I ever buy a ***** I'm going to follow up directly with **** too. To let them know of this particular business practice.

  

  Business Response

  Date: 12/12/2023

  The customer came in stating he wanted us to replace the purge solenoid and evaporator canister. He also had an issue with the rear hatch, saying a warning light on the dash was telling him it was open when it was closed all the way. We quoted the customer our typical diagnostic rate of $250 to diagnose the vehicle. The customer did not want to approve the $250 because he said he already knew what was wrong with the vehicle and told us to just replace the purge solenoid and evaporator canister. Experience tells us that customers who self-diagnose problems with their vehicle are frequently wrong.  A diagnostic fee is charged to provide assurance that a trained technician has properly identified the root cause of all problems.  In any event, we agreed to cover the 1-hour diagnostic fee for this customer, and we only charged him the price of the parts and labor to replace the purge solenoid and evaporator canister. We also diagnosed the rear hood latch as the issue causing the warning message on the dash free of charge. After replacing the purge solenoid and evaporator canister, we retested the system and found code *****.We performed further diagnostics without charging the customer and found that the exhaust manifold had weak flow and was partially clogged. When we informed the customer of this, he declined all further repairs. After returning the vehicle to the customer, he stated that the exhaust sounds exponentially louder than it ever was before,  We contacted him and offered to take another look at the vehicle, but he refused  to bring the vehicle back for us to look at.
  

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  That's not the whole story. The original quote they gave me was for over $5000 worth of work including new engine mounts, the exhaust issues the trunk and the purge valve. It turns out I was right on the purge valve. The trunk I later fixed myself which turned out to be a loose wire not the latch like I originally thought. Despite that they still quoted a price for a new trunk latch, even though it was just a small wire that a little bit of black tape fixed.  I appreciate the management reaching out to offer to look at the exhaust. However, I have no desire to visit that dealership again.  I would advise every customer to get several quotes from other garages because there wasn't any doubt, they are looking to run up the bill and fix items that are not necessary. 

   

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

• Initial Complaint

  Date:07/17/2023

  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 my truck here and had it serviced twice. (1) The first time it was to replace the driver power seat, which was broken at the time of purchase and repair was agreed in the contract. The replacement part was completely rusted out and makes a crunching/scraping sound now when I move the seat. They should have used a NEW or at least not defective part. I asked about this and they said this part always rusts and they always use used parts for the repair. However, my passenger seat does not have rust and doesnt make a crunching/scraping sound. Additionally, the mechanic got grease all over seats and truck smelled like body odor so bad I was gagging and told them I couldnt drive it. They gave me a loner and detailed it. They refused to replace the rusted part. (2) The second time, I came in to have the exterior handle replaced. I asked them to make sure protective coverings and gloves were used to prevent the same thing from happening. When I got the truck after the repair, the drivers seat was covered in sweat from the mechanic sweating on the cloth seats! Disgusting! The detail shop was backed up and unable to detail it so I had to drive home with my back SOAKED in someone elses sweat! Disgusting! There is a complete disregard for the customers vehicle, lack of hygiene and unsanitary conditions. I want a payment for: (i) the cost of replacing the driver's seat with a "new" part that should have been used for the first repair; and (ii) cost to cover new replacement seat covers for the two front seats and a new seat cushions for the driver seat.

  

  Business Response

  Date: 07/18/2023

  I am sorry to hear about ************ recent service experience. I called and left ************ a message to call me so we can schedule a time to get his truck detailed.

  Sincerely,

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

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20327896
  
  I am rejecting this response because: All that was offered to resolve the situation is to detail the car. A detail does not satisfy me when someone else's bodily fluids have soaked the cloth seats. The offer also does not address the faulty, rusted power seat adjuster that was installed, which makes scraping/crunching sounds when in use.

  See attached "Time-Limit Demand" for further details.

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

  

  Business Response

  Date: 07/31/2023

  We have been in touch with the consumer and resolved the issues of his complaint. We feel this complaint should now be closed as we took care of our customer in a satisfactory manner.

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  The matter was resolved to the satisfaction of the Parties.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/12/2023

  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 2019 **** Ranger from Veterans Ford in Dec 2019. I also purchased the Assurant Paint, fabric, Leather, and Vinyl Warranty (DYI03970). On 20 Dec 2022, I brought the vehicle in for a warranty claim for a liquid eating through the paint. The warranty expired on 28 Dec 2022 and the Veterans Ford service rep ****************************** never filed the claim. Throughout Jan and Feb 2023, I repeatedly contacted **** about the status of the claim; **** answered each contact with a request for more pictures and information or explanations that he needed to submit the claim again. When I checked in with **** for a status update on 16 Feb, **** said he had to submit the claim again. When I challenged him for additional information about the claim, **** called me and told me that hed lied throughout all of our contacts and had never filed the claim. He filed the claim on 16 Feb 2023, but on the wrong warranty (he filed it on the Paintless Dent Repair warranty DYI03971)because he could not file it on the correct warranty which had expired on 28 Dec 2022. **** later informed me that the claim had been denied because *** filed the claim on the incorrect warranty. I followed up several times with the Veterans Ford Service Director, ****************************. ****** repeatedly did not return my calls or emails in a timely manner and insisted that my claim had been denied by Assurant, even though the claim has still not (as of 11 Jul 2023) been filed on the correct warranty and an Assurant rep has never looked at the vehicle. *************** offered that Veterans Ford could fix the damage at a discounted rate at their body shop. I declined the offer. I called **************************, the Veterans Ford General Manager and left two messages, but he has not returned either call.

  

  Business Response

  Date: 07/17/2023

  I spoke to our guest and he is bringing his vehicle so we can address his paint issue.

  Sincerely,

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

  Customer Answer

  Date: 07/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  ************** was very responsive and worked very quickly to fix the situation.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/14/2023

  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.

  .In September 2022, I purchased a 2015 BMW 4 Series from this dealership, given a Certified Ford Blue Advantage warranty. In September of 2022, I called them to advise of a chassis stabilization error and was told to take it to Sarasota Ford (the nearest ford dealer). I waited two weeks for an appointment to be told they do not work on BWM and take it to BMW. I then waited further to get an appointment with BWM only to be told they do not take Ford Warranties to take to Brians Automotive. I have had this BMW to BMW of Sarasota, Brian's Automotive and no one takes a ford warranty. This vehicle has been in the shop for this issue three times and is still not repaired.

  

  Business Response

  Date: 03/14/2023

  I am sorry to hear *************** recent experience with his 2015 **** However it appears that the vehicle he bought from ** September 17th 2022 came with a ********* Certified warranty that covers certain components for 3 months or 4k miles whichever comes first. The warranty coverage is attached for him to review, it also has a phone number for claims. This is a warranty offered by ****************** not by us.

  Also, we offered an extended service contract that **************** declined. (Also attached)

  Sincerely,

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

   

  .  

  Customer Answer

  Date: 03/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I reached out to Veterans Ford a minimum of 4 times regarding this matter.  I further left message for the General Manager with no response.  During the three month period I

  personally spoke to Service at Veterans Ford and was never given the you need to call the warranty company.  I was instead told to take it to a **** Dealer, which I did and they claimed 

  they do not work on *** (*************), so I took it to ************ who claimed they do not take **** Warranty.  I called Veterans ****************** again and was told to take it to 

  Local **** Dealer.  I got the run around from Veterans' **** from September 2022 to Feb 2023.  No one at Veterans' **** ever told me to call the blue advantage **** warranty and I nver 

  received a copy of this document.  I have been attempting to get my car fixed since September 2022.  

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

  

  Business Response

  Date: 03/21/2023

  The first call I received from the customer was in January after the warranty given by **** had already expired. I was informed that the car had an issue while the warranty was in effect and was taken to *** dealership which was not able to duplicate the problem. I informed the customer that if he had the repair order from ***, he should call the **** customer service number in his warranty paperwork that I attached in the previous email to determine if they are willing to provide assistance since the warranty at the time of sale is between **** and the customer. 
  

  Sincerely,

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

  Customer Answer

  Date: 03/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The documents provided on thumb drive did not contain warranty document.  I also called and spoke to several people over a minimum of four calls and was never provided the number I needed to call for authorization.  Instead just kept being told to take to local **** dealer who stated they do not work on *** go to ***.  I went to *** and they got run around from **** until warranty expired.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/22/2023

   I spoke to **************** again today and asked him to send me service repairs to see if I can assist. As you can see, it looks like **** approved a repair for this vehicle in November while he had a warranty. He is going to have ****** Auto Repair reach out to **** for assistance.

• Initial Complaint

  Date:02/03/2023

  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.

  Business knowingly sold me a vehicle that needed work and knowingly told me it was a certified vehicle and it wasn't it started showing signs but I didn't know what it was until February 2 2023 and it was still under their license as of January 2 2023 now their claiming it wasn't a certified vehicle when I called them on February 2 2023 they purposely sold me a Vehicle that needed work and fixed it up to run on the day the lemon law is almost done

  

  Business Response

  Date: 02/03/2023

  *********************, I am surprised to see this feedback. The vehicle you purchased had over 128k miles and it was SOLD AS IS, it was not sold as a Certified pre-owned unit. We inspected and all services needed where done prior to you purchasing it. I have attached a copy of the Buyers Guide you signed for you to review.

  If you have any questions I can be reached at ************

  Sincerely,

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

   

• Initial Complaint

  Date:11/18/2022

  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 took my 2013 **** Edge to Veterans Ford to have the sunroof repaired in late September. The outer weather stripping around the sunroof was deteriorating and water was entering the car. After a week in the shop, I went in and spoke with a service advisor and a mechanic. They had me sign a an estimate not to exceed $2,700.00. After a week, they called and said the sunroof motors needed to be replaced. I argued that the sunroof and its mechanism worked perfectly fine when I brought the car in. Well, another week went by and they said a part on one of sunroof rails was broken and needed to be replaced - again I argued that the sunroof mechanism worked flawlessly in each position. They then said they may not be able to fix the sunroof and would have to send it to another repair shop (I really don't know if they did, but the repair job was certainly not done to factory specs). After a back and forth with them for over a month, I finally negotiated a repair cost of $3,850.00 to get my car back. When I did, I saw where they charged me for two sunroof side rails (at over $500.00 each), rather than the one they indicated initially. Also, whoever worked on the car tore off the outer weather sunroof stripping (yes its clearly evident that it was torn off around the perimeter of the sunroof. I'm looking at my sunroof and it's just sitting there with no perimeter seal that makes contact with the roof of the car. I finally got my car back in late October with open cavities around the sunroof. Without these seals, water will surely cause the whole sunroof mechanism to fail and ruin the inside of my car. After arguing with the service manager, he said " ... we just replaced the seal under the sunroof glass All sun roofs leak. If we had to replace the outer seals, we may have replaced the whole sunroof". Not only do I feel lied to several times, I feel like I got a really crappy repair job, I also feel cheated and duped.

  

  Business Response

  Date: 11/22/2022

  We reached out to ************** and asked him to bring his vehicle back to inspect the sunroof seals, he stated that he will call us to schedule an appointment.

   

   

   

• Initial Complaint

  Date:09/09/2022

  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.

  We bought a used 2017 ******* Santa Fe LWB Limited Ultimate SUV with ****** miles on September 11th , 2021. It was purchased at for $23,497. VIN: ***************** We were not verbally offered an extended warranty, despite asking our sales representative about it.However, as part of the final paperwork, an As-Is Clause was inserted that I signed, expecting the extended warranty to be offered alongside this clause with our final paperwork; however, no such warranty was offered or included.We drove our vehicle less than six months, and around mile ****** the engine seized.Our local ******* dealer, **************************** in **********, **, said the dealer does two or three engine replacements a day and that we dont need to worry about it.However, our warranty claim was denied. We were told that if we had owned the vehicle for longer, ******* wouldnt have denied our claim.On February 23rd, our seller dealership of Veterans Ford in Tampa, ** contacted ** via email to offer the extended warranty we had repeatedly asked about during our initial purchase process. We accepted their offer, but before the purchase was finalized the dealer said it would not include our current engine situation.******* and its dealer have not told us what the problem is, they simply stated that the engine needs to be replaced. After over a month of going back-and-forth with ******* Motors, they recommended contacting the BBB Auto-line. Prior to our vehicle purchase on September 11th of 2021, it was sold as Certified Pre-Owned around ****** miles to the previous owner (about ****** miles before we purchased the vehicle, and only ****** miles prior to the engine completely seizing and unable to function). Because I am not the original owner, ******* has denied my engine warranty claim.My local auto repair shop cannot find an engine from ******* due to the high need for replacements regarding the known problems of them seizing and resulting in car crashes.

  

  Business Response

  Date: 09/12/2022

  We understand the frustration the vehicle owner is experiencing due to the engine failure in the pre-owned vehicle purchased from us last year. As with any with any used vehicle purchase there are inherent risks involved and the purchase of an extended service contract is a sound investment to mitigate these risks. Although the vehicle owner stated we never offered a service contract our records indicate otherwise.(List supporting documents signed) 

  Sincerely,

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