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:

  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 our about 14 January 2025 I contacted cutter in regards to a car that was for sale on their website.I was advised that the car was in the shop right now getting prepared for sale. I asked if I could get loaded to the vehicle so it doesn't sell out of under me. I was told that it would require payment or a down payment for this to happen. Thinking nothing of the matter, I moved forward with looking at the car the same day only to see it did not make it in the shop but in a parking lot behind the garage. There was a sticker with the text "This vehicle is not for sale." Despite being posted on the site for sale, it was labeled not for sale within cutter property ********* representative, ******, was 100% helpful and stated it was due to them moving cars at a pace slower than normal. I did not mind this by any means however, when compiled with the other events it adds to the situation leading to this complaint.Upon pickup on 20 January 2025, ****** told me that the mechanics just saw the tire pressure monitoring light come on the car. He stated they ordered the part to fix this issue and it will be repaired by them. If there was anything else that I notice, just shoot him a text. Only then did I notice the Tire Pressure sensor was thrown into the center console of the car - noting sloppy maintenance.I drove back to my house from Cutter and noted a few discrepancies - 1. Passenger side window is inoperable from driver side control panel.2. Air Conditioning blows hot air When I told ****** about these, he stated his manager responded with, "The car is sold as is - We do not have the space to repair those."If my vehicle is going into the shop for an issue they broke off and left in the car, the minimal repair of recharging and AC unit or checking the door motor is not added labor.

  Business Response

  Date: 01/22/2025

  Customer since this complaint is in contact with Assistant Manager and Sales representative. Cutter Ford as agreed will make sure TPMS light is repaired and functioning properly.  If the passenger side window works, but not from the drivers side switch Cutter Ford will investigate and if it's a simple repair will do the necessary work to make it function from the drivers side.  This vehicle was sold "As Is", 2017 vehicle with over ******* miles.  We will review and recharge the A/C, if the leak is reasonable Cutter Ford will repair, but if it needs a compressor, or condenser cost might be to much to repair, since we discounted said vehicle knowing customer would have some repairs to this preowned vehicle.  Cutter Ford regardless will work with customer to hopefully have a satisfied customer when all is said and done!

  Customer Answer

  Date: 01/22/2025

  A+ work from Cutter team ??

• Initial Complaint

  Date:10/02/2024

  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.

  Purchased a **** Maverick on 10/9/2023 (in cash), I have spent at least a year to correct improper name on all ***** recall notices (this is my 4th recall). I have sent letters to ******************, have called locally, and to date, it is still incorrect, with ************ blaming our local Division of Motor Vehicle, which I do NOT agree with as my Registration Ownership are listed properly. It is totally frustrating for me, as I have dealt with **** my whole life as a reputable company to have fallen to disgrace for either not making the proper correction or NOT wanting to?It seems once the payment was received by ****, they washed their hands completely.Not sure how this company is being runned but know that you'll NOT receive my business again & from who ever I'll reach out ***** desired resolution is to FIX IT and notify me by correspondence.

  Business Response

  Date: 10/03/2024

  Aloha ****** *****,

  We here at Cutter Ford would like to help you with your concern regarding the improper name.  Could you please reach out to ****** at ************ so we can get more information regarding your concern.  

  Thank you 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22372355
  
  I am rejecting this response because: when I responded with all documents/information requested from me, certificate of registration, certificate of title and the recall letter, on 10/4, this is the response I received, from ***** ***-Au/******* ******, on 10/7, "I am still looking into this-I have asked people internally and they have reaching out to the third party who is responsible for all the mailing, however they are uncertain about their effectiveness in terms of what can be done."
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/17/2024

  Cutter Ford reached out to ****************** Hawaii dealership representative and there response was the people that do our mailing has received this e-mail and made note of it.  They receive the mail file (list of names and address from another 3rd party).  We fixed it for now, but if we need an updated name an address list from the 3rd party, it might change.
  At time of delivery Cutter Ford RDR her vehicle correctly.

   

  
  

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22372355
  
  I am rejecting this response because: When I spoke to Cutter Ford Mitsubishi and read responses from them, it sounds like the mailing list MIGHT be changed. I do not like "might" and explained to them I needed a more solid resolution/answer, she hoped that I would close this complaint, which I told her I needed it to be properly fixed before doing so.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/29/2024

  I'm sorry to hear that ****** ***** is rejecting our response. Because the mail file list of names and address is from a 3rd party source and Cutter Ford has no control of the incorrect information on the recall reminders. There isn't anything more we can do.  We don't know when ****** ***** will get another recall reminder.  It could be tomorrow or next year to see if they corrected the error.  We would ask if you could close this case. Thank you

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22372355
  
  I am rejecting this response because:  Spoke to representative from Cutter Ford Mitsubishi, wanting me to end this complaint, I mentioned to her that I will NOT close this complaint until it is corrected.  I'm waiting for a response on an outstanding important safety Recall Notice 24S59/***** Recall 24V684 letter receive 10/1/2024, which triggered this report, which I have tried to correct for now over a year.

   

  Thank you for your understanding.

• Initial Complaint

  Date:06/27/2024

  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.

  Our car needs repairs that are under warranty. Only **** can fix the issue. We have had the problem since the spring and were given an appointment in August when we called in early May. We continue to call for a sooner appointment, because the car feels unsafe to drive. We were told other costumers have been waiting for appointments since February and that now there arent any appointments until the new year. We asked for a loaner vehicle while we wait for the repair and were told the waitlist is very long. We have called all the other Fords on Oahu and Fords corporate number and no one has been able to help us repair our vehicle with a transmission problem under warranty. In the meantime, Cutter sent me a mailing advertising their services and saying they are happy to service my vehicle. I called in reply and was again told I would have to wait months. We wonder why it is so difficult for **** to fix a problem they are responsible for.

  Business Response

  Date: 07/01/2024

  We completely understand consumers situation, but we have openings for maintenance, but transmission our dealership is completely backed up. There are many in line, as you have read, the other 2 dealerships are in the same situation.

  We are unable to accomadate and bring vehicle in ahead of other consumers that have been waiting, as well.   If there is a cancellation or if we can repair the vehicle ahead in a quicker fashion, we can take consumers vehicle in sooner.

  We apoligize for the inconvenience.

   

  Sincerely...

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21913707
  
  I appreciate the business' apology and understand their position. I am rejecting this response, because I believe something needs to be done by **** for all of these customers waiting. It is unacceptable to have to wait for months for repairs. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/17/2024

  *************************,
  
  
  We understand your position that something needs to be done for all the customers waiting.  **** and Hawaii dealers are working hard to find qualified technician and also in the process of training more dealership technicians in this field to fix transmission concerns. 
  
  
  Please contact our BDC center at ************ so we may see if we could get an appointment date sooner. 

• Initial Complaint

  Date:01/11/2024

  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.

  I had bought a truck form cutter in April of 2023. I traded in my van, 2018 ***** odyssey, which I still owed but I had positive equity. Cutter ford Mitsubishi neglected to pay my van off and let the bill go past due for roughly 2 months. My truck, 2022 **** f250 has been in and out of the shop countless times for problems since we bought. I had asked them multiple times to have the neglected payment be disputed ,due to it affecting my credit score, and taken care of but they have not completed it and its still affecting my credit score.

  Business Response

  Date: 01/13/2024

  A few comments about purchase.  Vehicle purchased is under warranty, there is nothing wrong with vehicle, customer can recieve a copy of Service order that shows all codes are good and vehicle is running properly.

  As for credit, this is from *************************** finance manager that handled paperwork:

  On 4/28/2023 *********************** puchased a 2022 F250.  As paperwork was being signed by customer, ****** asked customer if he made April's payment which customer said no.  ****** said please make payment because you still need to bring in your paystubs, which the ************ required and your 1st payment probably won't be for 45 days from that date.  **************** agreed, and 2 things did not happen.  **************** did not make his April payment, and he did not bring in 1 month of paystubs which he was told was needed to fulfill agreement.  He only provided 2 weeks so we had to wait till he would bring in 2 more weeks.  ****** made numerous calls, **************** would not respond.  When he finally responded and brought in the paystubs totalling one month, ****** explained to **************** that he would have to resubmit the loan again, so make your May payment on the trade in as the loan had to be reprocessed.  He again understood and agreed. Please note that we did not receive 1 month of paystubs till 7/13/2023 and customer fully understood we could not pay off trade until he completed his requirements.  ****** completely let **************** know his trade was not being paid until he fulfilled his obligation.  Once we received paystubs 2 1/2 months later we submitted loan, and processed payoff.  Cutter Ford cannot be responsible for customers failure to give paperwork on a timely matter.

  Resectfully,

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

   

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15th, 2022, ******************* (IPB) purchased a cargo van from Cutter Ford. The cargo van was not in stock so IPB put down a $3,000 deposit to hold the cargo van until it arrived. When the cargo van arrived in ****** late January 2023, we were told by Cutter Ford that we had to pay $8,946.28 more than what we had agreed to.IPB's lawyers sent Cutter Ford an email asking them to honor the original contract. Cutter Ford refused to sell the vehicle to IPB and refunded IPB the $3,000 deposit. All IPB wants is for Cutter Ford to honor the contract.

  Business Response

  Date: 02/17/2023

  No contract was signed by both parties, this is a work sheet discussing price of vehicle at time of order.  Unfortunately, the factory not Cutter Ford had a price increase.  All Cutter Ford did was explain to customer that increase is not controlled by Cutter Ford and we as a dealer is only passing on increase by factory.  Cutter Ford has refunded customer back their deposit since no transaction was consumated, no delivery or final agreement were signed by both parties.  Cutter Ford was willing to help in increase but is unable to sell below agreed adjusted market value.  Cutter Ford was willing to come to some agreement but customer did not want to discuss.  ********************** was left no alternative but to refund deposit.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19424411
  
  I am rejecting this response because: the response was factually untrue. What was signed was a contract. Consideration was given and promises were made. IPB made a promise to purchase the cargo van and Cutter Ford promised to supply a cargo van. A deposit was made. Imagine if IPB had refused to purchase the cargo van when it arrived. Would Cutter Ford not have taken steps to enforce the contract? Wouldn't they have pocketed the deposit?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/23/2023

  Cutter Ford stands behind decision.  This was a worksheet, Cutter Ford explained to customer that price increase we have no control of and customer had the option to pay the increase or walk away.  Cutter Ford refunded customers deposit, no delivery was consumated. Also as pointed out this is a worksheet, Cutter Ford did not sign, and to furthur go into details, there is no VIN to identify what vehicle is being agreed upon.  If you have no vin to identify vehicle this is strictly a worksheet.  I would also like to enter that customer obviously knew this was not a contract since they have stated that they wanted Cutter Ford to not include ResistAll and VTR as you notice they crossed out accessory adds on worksheet. Cutter Ford again wanted to offer customer some sort of help, but customer did not want to talk, ********************** has no alternative but to refund deposit.

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19424411
  
  I am rejecting this response because: we absolutely signed a contract. The contract was amended because of errors caused by Cutter Ford staff as you can see in the email. Cutter Ford made no effort to come to an agreement. They told us that we owed approximately $9,000 more than the contract stated and when IPB's lawyers asked them to honor the contract they told the lawyers Cutter would not and refunded the deposit. No effort by Cutter Ford was made at any point to come to an agreement once the vehicle arrived. A vehicle we waited almost a year to receive. A vehicle that Cutter Ford was counting on selling to us for nearly a year.

   

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

• Initial Complaint

  Date:10/25/2022

  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.

  Cutter Ford sold us a 2019 **** Mustang GT 5.0, it was a regular 5.0 for the price of a **** Mustang GT 5.0 Premium Fully Loaded at $47, ******, even a fastback model which is better than regular and still doesnt cost $47,******. The car had defects when we first got it and they didnt tell us anything was wrong with it, so they tried to fix the problem and the last time it was nothing they could do after already selling the car to us, so they sold us a defective car and we were now stuck with it and they knew we were moving from ****** in a short time after the purchase due to military orders and moving to ********************* ********. They had ** sign paperwork electronically very quickly as they briefly explained what each was in the contract not giving us a chance to actually read the documents just skim though so after we realized we had been scammed after leaving the state and knowing this car was a lost for us we tried to sale the car and ran into road blocks as the car was not advertised as a regular mustang and advertised as a premium mustang which is a lot more expensive than a regular one, so we tried to sell it to another dealership as a premium vehicle and they informed our car was a regular 5.0 mustang and the most they could buy it for was $32,000 but that was pushing it. We obviously still owed over $37,000 and payoff for it was over $39,000. It had a warranty as we bought the car brand new but the defective issue was never fixed before we left ****** and the people came back to us to let us we couldnt sell the car state side as a premium car because it wasnt a premium. They even gave us a premium remote key that clearly advertised the car as a premium car so thats what we thought we had. I told the finance company to hold off on auctioning the car until we got this legal business figured out. They hurried up and auctioned the car because they knew we were scammed into a car so we couldnt claim lemon law because they got rid of it quickly.

  Business Response

  Date: 10/26/2022

  Aloha, It is unfortunate the this couple lost their vehicles, however it was in NO way the fault of Cutter Ford.  First of all, the type of vehicle is not going to affect your payment history to the lender.  No documents list Premium Mustang, even on the one provided by customer, and they would have known immediately because Premiuim comes with leather.  Attached is the A/R sheet that lists the minor touch-up that was agreed upon (nothing that would have been approved for lemon law as they were minor scratches). Additionally, Premium will not be listed on the key Fob, as stated by the customer (as shown on a Premium Mustang key Fob attached).  Lastly, attached is the **** Retail Buyers Order, that the customer signed (wet ink) and acknowledged.  In conclusion, Cutter Ford continues to been transparent in our sales process and would not knowingly "scam" any client.

  Mahalo for your time.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18309377
  
  I am rejecting this response because: Everything this person said was false and makes me think they havent been in their position very long and its very unprofessional to lie. I can also tell this person doesnt have the slightest idea of what the issue is here. First off you had no presents there at the time of sale it is completely impossible for you to say such statements and the person that sold the car to me is no longer there. You have no idea what you are talking about but thats okay we will take it further. 
  
  
  So lets analyze your false statement: 
  
  
  The type of vehicle is not going to affect your payment history to the lender
  
  
  - First off its not about the payment history with a lender and 2nd its about how the paperwork was fraudulently submitted to the bank. I was suppose to be the co-signer not primary owner which makes our responsibilities a lot different and actually made things a lot harder for my ex husband after trading his Camaro  as he couldnt get plates for his car in ******** without me being there 12 hours away from where I was living. I wasnt suppose to be primarily responsible for payments in the first place. That was his car he was paying for it he traded in his old car. I have documents to show I was under the impression I was co-signing and the papers that says otherwise I was told it wasnt going to affect anything because most were just consent forms as long as both signatures were there he told us not to worry about it. The trade in paperwork some of it doesnt even have my signature on it so I didnt trade anything, the only thing I legitimately signed was the odometer reading and the *** while under the impression Im still the co-signer so I was just confirming information. There are some paperwork with my name printed on it but doesnt have my signature and me and my ex husband was not even married at the time of purchase so why would I put his car solely in my name as primary thats bizarre. I was just going to help him out and be a co-signer if possible if he couldnt get it by himself but that changes a lot. I wouldve been okay to pay anything off that he couldnt pay so please dont insult me ever again, I have suffered enough thanks and I have the money, thats not an issue, it was the principle thats the issue and thats why the seller put me as the primary owner without my knowledge because I had the money and he had great credit. If he was late on payments or missed a payment I didnt know the only thing I helped him do was get an extension if needed because we were both on the car and they needed both approvals and he was in between jobs. They sent the paperwork to my email he let me know to electronically sign it and that was that I didnt look into it because it was his responsibility to take care of it I wasnt in his business like that so I didnt know what he had going at all times. I didnt handle the account as it wasnt mine as stated again the payments wasnt the issue the issue came in when we tried to sale the car due to the defects and not being able to get a tag unless I was physically in ******** so I saw the paper work that was put on a flash drive and thats when it was brought to my attention you guys really did that to me and now Ive suffered the consequences and embarrassment long enough. I even told the finance company they should have record of me telling them this is not my car I am not suppose to be the primary owner they ignored it so now we are here nice to meet you. I wish we were meeting on better circumstances. 
  
  
  No documents list Premium Mustang
  
  
  -This statement is irrelevant if I told you thats the type of car we were under the impression of buying from what we were told from the seller and for what you all charged for it and with no interest was definitely not the price of a regular mustang,  we dont work for the dealership so how would we know other wise if it was actually premium or not. We went by what we were told and the price of a regular car shouldnt have been $47,000+ if it wasnt a premium vehicle. Dont worry I plan to take this further, moving on. 
  
  
  They would have known immediately because Premiuim comes with leather
  
  
  -We actually didnt know that again we dont work for any car dealership we were there to purchase a car as a new customer before we left the island, you all are the ones that have to knowledge about the **** YOU SELL, not your buyers. So actually we wouldnt have known a premium mustang comes with leather or what the paperwork suppose to have said but you know that. That car did not have leather seats and we didnt know it was suppose to have leather seats or you definitely wouldnt have gotten away with selling the car way over market price if thats the case you proved my point thank you and you dont have the legal right to say we did know with no proof of that sorry you werent there you have no idea how the transaction went down or what was said or promised. Why would we lie? You guys of course are going to try to cover your tracks but I have all the proof so what you sent doesnt matter it doesnt prove we werent scammed into the car. 
  
  
  Attached is the A/R sheet that lists the minor touch-up that was agreed upon (nothing that would have been approved for lemon law as they were minor scratches)
  
  
  - The knowledge you lack about this situation is unbelievable. I have paperwork from your dealership on what they supposedly fixed or replaced after we got the car that showed what the issue was that also shows your car was defective after trying to fix the manufactured issue it was still not resolved before the car had to be shipped which does fall under the lemon law, we even had to get a rental that you guys provided for the defects of your car your A/R sheet shows what was viewed before leaving the car dealerships what was NOTICEABLE. Tell mehow would we have known the intake manifold and other mechanical parts needed to be replaced on the car huh? We arent mechanics. The check engine light came on shortly after the car was bought brand new trust me I got proof from your mechanics at the dealership, we new something internally was wrong or they wouldnt have replaced anything so we took it to get supposedly fixed before we shipped it off the island. He had several issues with this car for it to have been brand new but lets move on. 
  
  
  Premium will not be listed on the key Fob, as stated by the customer (as shown on a Premium Mustang key Fob attached).
  
  
  Im sorry Im not sure how long you have been with this company but youre definitely wrong where else would we have gotten the spare key that said premium you gave us two keys when the car was bought that one was the spare and it was never used its been put up,  so Im not sure if things may have changed but thats what your seller gave us where else would we get it from? Lets move on shall we.
  
  
  ***, Retail Buyers Order, that the customer signed (wet ink) and acknowledged.
  
  
  That *** thank you for sending that to me because both signatures has purchaser neither establishes who is the co-signer and who is the primary owner (fraudulent). As stated above I didnt know they changed the information when submitting to the finance company (fraudulent) the application clearly says I was a co signer and some of the paperwork my signature isnt even on. 
  
  
  In conclusion, your statement proves everything Ive said to be true. 
  Thank you! and we are taking it further. You guys will be held responsible you arent getting out of this one. All the paperwork has fraudulent written all over it, if you have the same papers I have youd see the issue and the big picture but because *** suffered enough dealing with this situation and people who don't want to take the time to right their wrong. Im currently 90% disabled and Im not getting anywhere, this will not be handled lightly. 
  
  
  Thank you.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/08/2022

  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 September 7, **** at 5pm I went online to cutter ford service website to book an appointment as my wifes 2020 **** Explorer was having issues with reverse not engaging and the vehicle rolling. I book the appointment and then got a call from the service rep saying they had no appointments on the weekend for transmission issues I mentioned that this issues had just started but the vehicle was acting different ever since they safety recall was done to it the lady then stated that to let her check to see if I could get an earlier appointment when she came back on the line she said actually we dont have anything till the end of the month which I then stated that my wife is suppose to drive this vehicle with our kids everyday with the gears messing up and she said their was nothing she could do I then asked for the managers number to be connected and he didnt answer so I left a message this morning I called again at 9:29am and still no answer I then call the front desk and then had me being switched between the service manager and sales people but no answers I finally looked up customer relations and talked to her and explained what was going on she then stated they had no openings and I could dropoff the vehicle but we have no other vehicle she then said well if you have insurance you can rent a vehicle I asked if they had loaner vehicles as this is our only vehicle to go everywhere and its a safety issue driving when gears are not engaging she said she would talk to the manager and get back to me she called at 1pm stating that was nothing and the earliest they could get me was the 22 of September meaning we would have this issue still going on and we are suppose to drive the vehicle still I find this to be a big safety issue and all they could say was their was nothing they could to fit me in and I would have to wait the other issue since buying the vehicle in December 2020 is they never answer their phones and the information on their site is false

  Business Response

  Date: 09/09/2022

  To Whom it May concern and ******************,

   

  We appreciate this forum to explain to ****************** and who ever desires to read this response to clear up any misunderstanding or disagreements.

   

  I would like to address the calling of ********* ******* Managers, Customer Experience Managers and General Managers we received a barrage of calls and its not because no one wants to talk to ****************** it's because we are busy handling other valuable customers, or doing processes that our job requires.  Luckily ****************** talked to our Customer Experience Manager and we thought situation was resolved.  Personally I don't understand the complaint since it's based on convenience and time.  I will explain in the next few paragraphs.

  Our website allows customers to enter they problem and set an appointment.  Our website clearly states that once inputted a representative will call and confirm a time, we hope conicides with requested time of consumer, but in this case we had to set a different time.  The reason for this is specialist that is needed.  ****************** does not have a simple repair, he has a concern that will require a specialist on transmissions to be available.  We have other customers before ****************** and it would not be right to put him ahead of someone who has been waiting for their vehicle to be looked at. 

   

  ******************** appointment is set for 9/22 which is the earliest, we sincerely apologize, but ****************** can also check the availabily of other **** dealerships and we will not have a problem if he takes this somewhere else to be repaired if he so desires.  

   

  Our goal is to repair and handle the vehicle with the proper specialist.

   

  Respectfully, 

   

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

  General Manager