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:02/25/2025

  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.

  Hello. I purchased a 2013 Honda CRV on 2/18/25. When I drove, it home that day it overheated and broke down. They told it back to the dealership and gave me my trade to drive as a rental, never heard of that before. They said it was minor and should be fixed quickly. I asked to cancel the deal or put me in a different car, but my salesperson *** ***** told me that was not possible. I call yesterday 2/24/25 and find out that they are putting a used engine in it. WHAT?? No phone call or nothing. I understand that they cannot put a new engine but at least a remanufactured engine. What if this engine is worse? My salesperson told me don't worry, if it breaks down, we will put another used engine in it. I drove the car for one hour. I just want my trade back and down payment and take my business elsewhere.

  Business Response

  Date: 02/26/2025

  Thank you for sharing this complaint.  We are aware of the issue and hate that the customer is frustrated - we are absolutely working to help him.  He purchased a used vehicle that developed a problem shortly after purchase - the vehicle overheated.  While we don't know what happened to cause the failure - or how long he drove the car after it overheated (causing more damage), The customer will have his vehicle repaired at no cost to him.  It's possible that the lapse in communication is because the customer's uncle "who works in the car business and understands all of this stuff" has been calling us for updates etc.  Possibly we communicated information to him (at what we believed was the request of the customer) and that information wasn't accurately relayed back to him.  We will cease communication with the uncle and only communicate with the customer from here out.  We have offered (to the uncle) to swap him into one of our loaner fleet (instead of his trade-in) while we complete repairs - and understand from reading the complaint that this wasn't communicated either.  We will reach out to the customer now and explain these things and also talk through everything with him as well as get him into a proper loaner vehicle while we wait for his vehicle to be repaired (at no cost to the customer).

• Initial Complaint

  Date:02/10/2025

  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.

  I had been searching for a truck for about 6 months. I had been working with a salesman here and I finally found a truck I was interested in. I drove 2 hours and was really interested in the truck. I took it for a 10 minute test drive and decided I was going to purchase it. She then proceeded to tell me that it was a vehicle buy back but it had been fixed. I thought about it and decided I was still going to purchase it. I drove it home and parked it in my shed. I had to take my kids to school the next morning and my son was really excited to go in the new truck. It started like normal however 10 minutes into the drive the truck starting making a reving sound upon coming to a stop. There’s no way that the dealer did not know about this problem. They were just happy that I drove away with their problem. I started researching it and learned that it could be many different things. I was pretty unhappy because she specifically told me that it had been fixed. I called a ford dealer near me to get it in for the warranty work and explained to them what had happened. I’m hoping to get it fixed and move on. Otherwise I will take legal actions against them. It’s too bad there are dishonest people in this world.I did call them like you see they responded. Unfortunately they said I could not return it even though I’m experiencing major problems one day later including diesel fuel leaking from the fuel filter. One wouldn’t think a reputable business would not take it back with all these problems after the customer spending 80 grand.

  Business Response

  Date: 02/11/2025

  We learned of this customer and his concern yesterday 2/10 when he posted a negative review online (and we noticed it).  We immediately called the customer to find out what was going on.  While he has accused us of many things, it's important to note that immediately upon learning of a problem, our team jumped in to action to help (this is without any communication of an issue or request for help from the customer).  We absolutely would not sell a vehicle with a known problem "making it the customer's problem" as he alleges.  It's important to note that he test drove the truck (without issue) and drove the truck home several hours (per his complaint) with zero issues.  We have no idea what happened between here and there that caused a problem, but regardless, we are here to help.  
  
  We sent the customer a truck to use while we have his in the shop and picked his truck up within 4 hours of learning of his problem (he lives hours away).  We have put the truck into our shop today and are diagnosing the issue he experienced and will repair that issue under his factory warranty and return the truck to him (and pick up our loaner truck) when completed.

  Please let me know if you need anything further to close this complaint.

  Customer Answer

  Date: 02/16/2025

   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.

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband & I went in on 11/30 to look at deals for Black Friday. Planned to buy used but ended up being up sold to a new truck, which was great & we love the salesman. We were told that we had a personal offer from Ford so we signed the paperwork and were ready to buy this truck. After sitting there several hours we were told that financing needed to button something up FIRST THING Monday morning & to go home and get our trade in ready. We did just that as it was later Saturday. We received no call Monday. Tuesday my husband called, Wednesday I called and we’ve just been completely ignored since with zero reason. ***** in finance just completely dropped the ball & ran our credit NINE TIMES! That’s 8x more than we ever agreed to & now it’s looking terrible on our credit files and I want them removed. I tried reaching a manager/owner etc and have also been ignored by them.
  
  We were told we had an offer with FORD & that is what we agreed to, only Ford.
  
  This business practice is not ok and I’d like it fixed. We’re trying to build credit which is why a lower interest rate on a new vehicle made much more sense.

  Business Response

  Date: 12/13/2024

  I have spoken with our finance director, ****.  He is the gentleman who spoke with your husband while you were here (and multiple times after).  We were trying to be courteous when we told you not to wait around here - knowing that this deal would take time and conversations with lenders in an effort to get them to consider making the loan.  I apologize if that came off as us not wanting to help you - quite the opposite - we were trying to be respectful of your time.

  I want to be clear that we would LOVE to sell you a truck, but we can't make the decision for the Ford (or the bank) as to whether you are credit worthy.  

  You are correct that you have a private offer (more money off) from Ford, but that offer does NOT guarantee that they will approve you for a loan.  They are seperate things.  Your current situation (and things you have told Ford Credit on the phone) worked against them deciding whether or not to offer you a loan.  These are conversations we would have no way of knowing you had with them when submitting your application.

  In regards to sending your application to multiple lenders - **** (your husband) asked **** to try other lenders and even made suggestions as to who he thought **** should try in one of the conversations that they had after you left.  Your husband's exact words to **** were "do your best" when **** spoke with him. I apologize that he didn't also speak to you as well - we assumed that your husband was communicating with you and realize now he wasn't.

  If you husband hasn't shared with you, we do have your loan application approved with money down.  If you would like to hear more about that, please call **** **** tomorrow at ************ and he can fill you in.  I apologize that we haven't done a better job communicating.

• Initial Complaint

  Date:07/15/2024

  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.

  On 6/10/2024 I went to Heller Ford to drive a 2016 Yukon Denali with 123,200 miles on it
  After the test drive my wife and I decided to purchase the vehicle. It still needed to go through the service department and be detailed. At that time we mentioned there was a nail in the sidewall of right rear tire. I signed my portion of paperwork, and my co-signer signed her just three days later on 6/13/24. My wife was informed the vehicle was not ready 6/13/24 because it needed an airbag sensor for the front passenger seat and the tire was being looked at. The vehicle was ready to go the following Monday, on 6/17/2024. The following day my wife noticed there was a gel-like substance sticking out of the right rear tire. It was at that time we realized the tire was not replaced and was illegally repaired. A sidewall cannot be repaired with a plug of any kind. The tire must be replaced! We called the service department and spoke with ***. He apologized and ordered a new tire, which was replaced a few days later on 6/20/24. 
  July 7th at 124,600 miles a check engine light came on for code P0711. We noticed the transmission was shifting hard from 1st to 2nd gear a few days before the light came on. We also noticed the left rear wheel sqeeking while braking and it would smoke or have a burning smell coming from the wheel when it got hot. My father, being a former ASE certified GM tech, used his snap on code reader to check what code was causing the check engine light to come on. Code P0711 is a permanently stored code for the transmission. We contacted Heller Ford service immediately as the vehicle had to previously have a diagnostic ran to know the airbag sensor needed replaced and the previously stored code could not have been missed at that time. A stored code appears whether the light associated with the code is on or not, so service chose to ignore the code, hoping it wouldn't appear again. At that time, we requested that the service inspection report be emailed to us as the service department said there was no record of the code. The service report stated an oil change was completed, the filter was replaced, brake pads were replaced, and the airbag sensor was installed. 
  My wife brought the vehicle in on the 7/09/24 at 2:30 pm, where we explained there was smoking and a burning smell coming from the right rear tire, the check engine light was on for code P0711, the transmission shifts hard from 1st to 2nd gear, and there was an alignment needed. The alignment was mentioned when we purchased the vehicle as well. We needed a loaner vehicle as we were advised it was not safe to drive with code P0711. My wife was given a 2015 Toyota Highlander. It had grinding brakes, service lights on the dash, and a cracked windshield all the way across. My wife and children did not feel safe after driving it for a couple of days, so I called to request a new loaner. They brought us a Buick Enclave, which is much much better!
  However, we did buy an ESP, so they send us a message saying "we are in process of getting pictures sent to Ford for the repairs needed and are working on getting the transmission apart." I also got a call from **** Friday, 7/12/24 at 1:26pm, stating that the vehicle was in shop, and transmission was being pulled apart as we speak, so they can get pictures sent to Ford. Great, or so I thought. While on my way home, as an over the road truck driver, I figured I would stop by and look in the window of the service door to see the progress on 7/14/24 since I was close. I didn't see my vehicle inside. I turned the corner to see my vehicle sitting outside. The transmission was still completely attached, nothing had been touched. I sent an email to *** and CC'd **** Heller asking why I was lied to. *** emailed me back stating "**** neglected to tell you we are busy and short a tech because he is on disability & you won't be on the schedule for another two days to get it in and torn apart. Sorry for the miscommunication." That is not miscommunication. That is a lie to cover the fact that they assumed I was away for work so I wouldn't be around to see the vehicle so they could tell me what I wanted to hear.
   Unfortunately, after this, I will not be doing business with Heller again. I love their sales team, but their service department ruined the chance for me to ever come back.
  
  
  Here is the complaint, as stated, in the original see pictures to see the full complaint. But here it is in text form! The transmission is not the only issue the vehicle has, and it sat in the lot for over a week not being touched whole other things could have been done, according to Pat theh were not done while it was sitting outside!

  Business Response

  Date: 07/22/2024

  Thank you for including the actual complaint so we could see it.  Yes, this confirms that we understand his frustrations with the timing of his repair, etc.  As we stated in our previous response (and had let Mr. ******* know before we received the complaint) - we had a mechanic injured and were behind in other customer's work (who came in before his vehicle) - this is unfortunate, but beyond our control as we want a mechanic qualified in his necessary repairs to make those repairs.  We would rather take an extra few days to ensure a quality repair.  Mr. ********* vehicle is now in our shop being worked on to eliminate his concerns under the terms of his extended service contract.  He is in a loaner vehicle in the meantime.  Please let us know if you need anything additional to close this case.

  Heller Ford Management

  Customer Answer

  Date: 07/22/2024

  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.

• Initial Complaint

  Date:07/12/2024

  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.

  July 29, 2023 me and my now husband purchased a 2021 Lincoln aviator from heller ford in El Paso IL. On that day the dealership told us the car was in a buy back program due to hail damage and inability to get parts to fix it during covid. We were told it did not affect the cars value and we’re shown the cars carfax saying it was a buyback and they wouldn’t negotiate price at all because it didn’t effect it and the car was fine. They did not disclose that the car title was actually branded as a lemon not just a buy back. We purchased the car and an extended warranty for $57,700. The car was listed for $49,962. After taking it home we experienced multiple issues with the car and took it to another dealership to attempt to trade it for something less troublesome. Only at the dealership did we learn it was a lemon and despite the “clean” title it did affect the value of the car. It was valued around $30,000. We called heller and they said that dealer was pulling our leg and it was worth more we could bring it back to heller. After more months of multiple repairs we filed a complaint with Lincoln themselves and a case was created, heller was notified and again we were told they would make it right and buy it back if we returned. After returning to heller today they also used the car fax, not the ** ***** ** *** value which valued the trade at 48k, to tell us the cars value was only 31k because of the lemon and market value drop a year later and refused to offer any more on the car after admitting the original deal wasn’t right. And that unfortunately we just got bamboozled and there was nothing they could do because they wouldn’t eat the money they cost us.

  Business Response

  Date: 07/15/2024

  We are in receipt of this complaint – we also spoke with the
  customer on the same day of this complaint (in order to try to help them trade
  cars).  We understand their desire to
  trade this car in because their family is changing (more children) and they
  need more seats and would like to lower their monthly payment.  It’s important to note that the car does not currently
  have any mechanical issues – we asked multiple times as we are also willing to
  help repair the car if it isn’t operating properly.  During conversations about trading the car
  in, the customer explained that they had some mechanical issues with the car in
  the past, but we were unaware as they never engaged our service department or
  brought their car back here to allow us to repair for them under their warranty.  While we can sympathize with their
  frustration (the other dealership did not offer them a loaner vehicle and took
  longer than they liked to repair the car), we could and would have helped had
  they engaged us – those frustrations (while real) are out of our control. 
  This vehicle is a prior manufacturer buyback (as the complaint
  stated).  We certainly shared this information
  with the customer prior to their purchase. 
  I have attached copies of the Auto Check (showing the car as a manufacturer
  buyback “Lemon” and marked “branded title”) that they SIGNED at delivery.   In
  addition, I have attached a copy of their SIGNED “Retail Notice of Non
  Conformity” – showing what problem the original owner had with the car (that caused
  it be bought back by Lincoln) and also showing that the car has a branded title.  Further, I have attached copies of their SIGNED
  “Illinois Disclosure Form” and SIGNED copy of the vehicles service history
  (before their purchase).  As you can see,
  we certainly weren’t trying to “bamboozle” anyone.  To the contrary, we were working to be fully
  transparent and ensure that the customer understood what they were buying and
  why it was priced below the current market (at that time) – something they
  acknowledged a handful of times when they were here trying to trade it in on
  Friday.  
  It is important to note that the customer has owned and used
  the vehicle for over 11 months and 25,000 miles. The vehicle they bought with
  39k miles on it now has over 64k miles on it. 
  Use (time and miles) - in this case, double the average miles driven in
  a year certainly affects value.  An older
  car with more miles is worth less than a newer car with less miles.  While their car is certainly worth less than when
  they purchased it – this has nothing to do with the manufacturer buyback history
  and has everything to do with the market (used vehicles across the board are
  worth less today than they were a year ago – there have been lots of news
  stories and articles about this) and also due to USE – the car is a year older and has
  25k more miles on it today. I have attached a copy of the ** ***** book value
  (that they mentioned) to this email from when they purchased the vehicle 11
  months ago – as you can see, they bought it for nearly $8,000 under retail value and $3,500
  under trade in value back a year ago – so they certainly bought the car for a “good
  deal” at that time – something they agreed with and mentioned while they were
  here Friday.
  We worked with them on Friday to make a fair offer to trade
  the vehicle in towards a less expensive minivan.  You can see that their vehicle has a ***** **** **** value today (I’ve attached it) of $32,742 “trade-in good condition”.  You will note that this book value does not deduct
  anything because the vehicle was previously a manufacturer buyback – and neither
  did we.  In fact, we offered them $35,000
  in trade value in order to help them – over $2,000 MORE than their requested "book value trade-in".  While we can’t control the entire used
  vehicle market (being down vs. a year ago) and we can’t control their change in family circumstances (necessitating a different vehicle), and while we didn’t use
  their vehicle for a year and 25,000 miles (devaluing the car further), we DID make
  them an above market offer to trade their vehicle in – all in an effort to help. 
  As you can see, we have done nothing wrong and have (quantifiably)
  tried to give this customer help to trade their car in.  Please let me know if you need anything
  additional to close this claim.
  Heller Ford Management

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because:

     I am rejecting this response because: First and foremost, thank you for
  taking my first complaint. I do not agree with what Heller is saying and they
  are trying to use needing a bigger vehicle because of kids as a scapegoat to
  the issues we brought to them and have consistently brought to them. In fact,
  the car is big enough to hold our entire family. The lower payment statement is
  also not an issue because we can and have been affording this car. What we can't
  afford is the risk of the car breaking down with our family in it and leaving
  us stranded somewhere. When we went to first purchase the car, we dealt with
  ******* he was a very smooth salesman and got us hooked on the luxury of the
  car. We sat down and went over paperwork with him and over the details of the car.
  It was told to us multiple times that the car was in a buyback program, but it
  would not negate the price of the vehicle because it was deemed clean and clear
  in Illinois. We went back and forth with him and the financing department about
  getting a better deal because of that program which we were insured it would
  never be an issue. When we signed the paperwork that is on us for not reading
  that it was stated lemon in the document that we signed because we had our
  newborn with us and were trying to get through it. That one they can chalk up
  as a win over the first time bamboozling us. When ******* did the deal, it went
  through multiple channels, and no one once mentioned that it had a lemon report
  for other issues and had been bought back from Lincoln. We first started having
  issues with the car in August and took it to ******** in Mattoon to have it
  inspected. From that point forward we have had nothing but issues with the car.
  It has been in and out of the shop constantly. (See attached documents). At
  that point we tried in November to trade the car in at Pilson's. That is when I
  was shocked because of missing the paper we signed stating it was a LEMON that
  the cars value had already drastically decreased, and they offered us half of
  the cars value shortly after we had bought it. We then spoke to ******* and
  **** ****** with the salesman from ******** who heard them tell us ******** was
  pulling our leg and that should not cause the value to be that low. I will gladly get a statement from the salesman at ******** stating what he heard on the phone from Heller. I then had
  received emails from **** that day offering to do a trade and stayed in touch
  with ******* who also promised to get us a trade and make it right. I continued to talk to ******* about it and working with Lincoln because he could not get Heller to help us at all. I also
  emailed in November and asked for all of the documents we signed that day and
  somehow, they must have missed attaching the one stating the car was a lemon
  because it was not in the email I received. I believe Heller is not holding
  themselves to a higher standard and are constantly out here doing deals like
  this with innocent people and causing them grief. ******* no longer works at
  Heller and I have never spoke with **** again. I'm unsure why ******* is truly
  gone, and we will probably never know why but the salesman we had on 7/12/24
  made a statement that he was no longer around because of deals like this. I
  fully feel like Heller needs to make this right and not blame everything on a
  salesman that no longer works for them. They sell cars and it goes through
  multiple chains not just one person. They intentionally do this. 
  
  

  
  

• Initial Complaint

  Date:09/03/2022

  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.

  One month ago, my family purchased a 2016 Suburban from Heller Ford in El Paso. Since purchasing this vehicle we have experienced multiple issues that should not be present after purchasing a vehicle - new or used. When we test drove this vehicle it had not yet been serviced; upon mentioning an issue with the brakes a Heller staff member informed me they would be fixed. Unbeknownst to us, the brakes were not fixed. When we called to inquire about the brakes as well as to inform them that the air conditioner and fuel gauge were no longer working within the first 30 days of purchase I was told to fix my own brake issue and that since we didn’t purchase the extended warranty they wouldn’t be able to help me. When you purchase a vehicle - used or new - there is an expectation that the vehicle should work without issue. A trust that Heller Ford would not knowingly sell a malfunctioning vehicle. That trust has been broken - we expected the dealership service the vehicle and ensure everything was in good working condition (and we were told they had done so) before driving off the lot. Unfortunately this was not the case. We have previously purchased a vehicle from Heller and have referred multiple people to them but can no longer in good faith recommend them to anyone. We went to Heller to purchase a reliable vehicle for our family of six and that vehicle is now a safety concern for which Heller takes no responsibility - this entire situation is absolutely unacceptable.

  Business Response

  Date: 09/13/2022

  attachedThis complaint was filed before we spoke with ****** ********* on Thursday of last week,
  Heller Ford Sales takes "Safety Concerns" very seriously, We would NOT have allowed a customer to drive the vehicle off the lot, knowing that there were safety issues.
  Our customer purchased a 2016 Chevrolet Suburban that had 86691 miles on it. The vehicle had been through a '(Heavy Duty Service" prior to the delivery of the vehicle and the brake issue (safety concern) was addressed at this time. She was offered an extended warranty at the time of delivery and refused-
  We have diagnosed the air conditioner problem with her vehicle, ordered the parts need for the repair and she has an appointment to have the vehicle fixed, When the vehicle is here, we will also look and the other concern that she has, I have personally explained to the customer that her brakes were fixed prior to her taking delivery of the vehicle.
  Respectfully,
   
  ***** ** ******
  General Manager
  Heller Ford Sales, Inc.
  

  
  

  Customer Answer

  Date: 09/13/2022

   I am rejecting this response because: there is no resolution to the issues I have outlined in my complaint as well as my conversation with *****. There was a major push for this warranty, I feel as though if the vehicle been throughly serviced I should not be having so many issues with the first month or so of service. They offered to fix my air conditioner but at my cost, I had to take my vehicle back twice for them to continue To fix the break issue. So when I drove it off the lot the issue had not been resolved. They said they would discount my air conditioner repair, but continued to push the extended warranty. For a company who was ranked so highly with the FORD customer service award I don’t feel like there was much empathy in a vehicle I purchased from their facility when major problems have started so close to my purchase date.  I was also told she would be calling me back Monday and I have yet to her personally from her. 

  Business Response

  Date: 09/28/2022

  attached

  It is important to note that Mrs, ********* purchased a used, 7 year old large SUV this vehicle has no warranty and this was clearly communicated to Mrs. ********* when she bought the vehicle — she doesn't dispute this. While it's unfortunate that Mrs, ********* has had issues come up a month after her purchase, what she is expecting us to do is to warranty the repairs (fix the problems that have come up at no cost to her). We have tried many times to explain that these problems were not present when she purchased the vehicle (or she wouldn't have purchased it) and while it's unfortunate, we never intended to (and will not) provide a warranty on the vehicle and fix these issues at no charger We could not predict these issues would come up (just as we can't predict tomorrow's winning lottery numbers),
  To specifically address her (ast communication —
  In the last conversation I had with ****** *********, I told her that the Service Manager or I would call her back. She did receive a call from our Service Manager on Monday, Sept. 12th, and informed him that she would not talk with me again until she had spoken with her husband. She has not called back* She also had an appointment on this Monday and did not show for that appointment-
  In the time since her initial complaint, we have —
  Solved her brake concern, which was a brake squeak (and not a safety concern) at no cost to Mrs. *********.
  Repaired her air conditioner at a very discounted cost to Mrs- ********* of roughly $500 (this repair was quoted at $1,855),
  09/26/202216:52 HELLER FORD EL PASO(************** 
  Given her repeated requests for us to warranty the repairs on her vehicle (that came with zero warranty), we have absolutely encouraged her to purchase an extended warranty, as this is the only way that future problems will be repaired in the way in which she expects (at no cost to her). Put simply, we didn't sell her a vehicle with a warranty (this was known by everyone). We have tried to work with her to discount her needed repairs because we empathize and understand she is frustrated. Mrs. ********* knowingly bought a vehicle without a warranty, refused to buy a warranty (multiple times) and stiff expects us to warranty the vehicle as problems arise,
  If the only "acceptable resolution" is to warranty repairs to the vehicle at no cost, we won't be able to satisfy chat (unrealistic) expectation.