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:11/27/2024

  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 bought my truck on 9-27-24 from Hopkins Ford. While on a test drive with salesman ****** there was no crack in the windshield. I proceeded with the purchase of the truck. While doing paperwork I am guessing it went to the porters to get cleaned up and to take the stickers off. While ****** was completing paperwork I bought coverage for windshield cracks and he said "We will fix your windshield if the crack is smaller than a credit card". When we were finished the paperwork and the truck was brought back up there was now a crack in the windshield that had not been there previously. I brought this to their attention and wanted it fixed right away, as no one wants a surprise crack in the new vehicle they just bought. They proceed to say I had to wait 60 days for the warranty to kick in. I requested to not wait as I know cracks can get worse over time, but they pushed me to wait. Fast forward to me calling ****** after the 60 days. I asked to proceed with fixing the windshield since the warranty was now active. He said "Yes we can get that scheduled, what day and times are you available" and requested for me to send him photos. I sent him photos as the crack was essentially still the same size but had since spider-webbed a little. It was/still is considerably smaller than a credit card, which was the reference for coverage under warrantee. He then stated that since the old manager (*****, last name unknown) that had been involved in the previous conversations about this had left the dealership and that per the new manager there is nothing he can do now. He continued that the new managers don't want to keep their word, nor the sales persons word. During the call he acknowledged that he originally told me he would get this fixed. He acknowledged that the crack is still smaller than a credit card. Even though this should be covered and they told me the day I bought the truck they would fix this, they are going back on everything and not honoring those statements.

  Business Response

  Date: 12/02/2024

  To Whom it *********************************** has been in communication with the customer to resolve the issue.  It was explained to him that the resolution may take longer than expected due to the holidays.  Windshield will be replaced when the work can be scheduled.  

  Sincerely,

  **** Hopkins

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

  Customer Answer

  Date: 12/06/2024

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

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Traded in 2 vehicles and purchased a 2019 **** Expedition August 14th. Issues right off the lot, including the check engine light turning on. Service kept the car for 19 days. They returned it and didnt fix the wireless charging pad that they were aware of. They keep it another week. They said there wasnt an issue with the charging pad, despite the car indicating it was terminating charging after 10 seconds. They finally got the error I spoke of and replaced the charging pad. Before having the car returned, I paid $200 for an inspection. I needed this done to purchase a warranty, I was told everything was clear. Less than ********************************************* the check engine light came back on. I was refunded. I spoke with sales about trading the vehicle back - it shouldnt have been on the lot. They stated our trade in allowance for the expedition was only $30,500 and the payoff was $33,487. Also( our trade ins from our old vehicles were not included. Their answer: We wouldnt be able to use the money from the trade ins towards this deal because that was already used for the expedition. They wouldnt put our full $9300 trade in value toward an explorer. After speaking with GM ***** ****, he did the best he could, more than they would for most people but in the end, we were still lost a couple thousand from our trade ins. We were frustrated but out of exhaustion, we agreed to their numbers so long as we could have the vehicle inspected by Tuffy before purchasing. Tuffy said the rotors were rusted and needed to be replaced. ** ***** asked if we would purchase the vehicle if they replaced the rotors prior, to which we agreed. I noticed the brakes are still not smooth, so I take the car to Tuffy. They find there is pulsing happening when braking. We take the car to Hawk **** of *****************. They said the front rotors were resurfaced, not replaced. I texted GM ***** on 10/11 informing him of this but got no response.

  Business Response

  Date: 10/16/2024

  To Whom it May Concern,

  We are currently working with the customer to resolve the issue.  Vehicle is currently in our service department for repairs.  All concerns are being handled.  

   

  Regards,

  Jeff Hopkins

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22422463, and find that this resolution is satisfactory to me. Jeff kindly reached out to resolve the issues with the vehicle before you had made contact with him, which speaks volumes as a consumer. He and his team are doing everything they can to rectify the situation. Thank you. 
  
  
  
  Sincerely,
  
  
  
  Kassandra Mcmillan

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to buy a car that was advertised online as ******. He said he couldn't do much on the price but would work with me to help as much as possible. I said I would put down ***** to make the financed amount ******. He kept going back and forth with me on payment, which I didn't understand! When we went in to sign papers, they never showed me any amount and said it would be on my chase account. Today, two days later, I go in my chase account and I have ****** financed! I'm sick about this and not only want my ***** back but I want them to get my financed about to the ****** it was supposed to be and know that they took advantage of a woman who was there with her 2 kids and it was very manipulative! I know I should have asked more questions but it was all men acting weird and not a lot of opportunities for me to get my thoughts together! I was misled and taken advantage of. This sale happened on June 17th.

  Customer Answer

  Date: 06/20/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/20/2024

  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.

  Roughly on July 28,2023 I did a trade in for a vehicle. I strongly believe this business scammed me. I traded in my previous vehicle for a 2023 **** Mustang Mach-E. At the time I told them I was interested in a LEASE. The manager, *****, offered me a **** Flex. He advised me that after 3 years, or earlier, I could bring back the vehicle or buy it in full. Few months later, I realized that vehicle was not what I expected and not fit for my needs. I went to a different **** and they advised me that this was not a lease and that I had purchased the vehicle for more than MSRP. They looked at other purchase details and they advised me that I should sue ******************** for miscommunication and scamming. I now I have $63K loan under my name without my consent and knowledge. I am NOT happy with this vehicle or business, I am requesting a different vehicle without penalty for the inconvenience.

  Business Response

  Date: 03/21/2024

  Dear ***********************,
  
  It's unfortunate to hear that you didn't have a great experience at our dealership.  In regards to the contracts you signed, we would be happy to review the paperwork and go over all the details in regards to the transaction on the 2023 Mach-Ed.  Multiple documents that you signed, including the purchase agreement, finance contract,  clearly shows the terms of the contract as well as the price of the vehicle you purchased being below MSRP.  Please contact me at your earliest convenience and I would be happy to review all your contracts related to the purchase.  

  Sincerely,

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

  General Sales Manager

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  He comprado un vehculo **** ******** limited 2015 con el nmero de identificacin ***************** en Hopkins Ford of ***** ubicado en: ***************************************************************. hace aproximadamente 9 meses atrs. El cual fallo la transmisin dos semanas despus de haberla comprado. Se las lleve para que la repararan y la tuvieron durante casi 4 meses y una vez que me la entregaron al otro da fallo nuevamente la transmisin. Se las volv a llevar y de igual manera que la primera vez, una vez que me la entregaron volvi a fallar y a eso le agregamos que me la entregaron toda sucia y con rayones en las puertas, cofre y una melladura en el rin ********** He intentado Solucionar el problema de la mejor manera, pero ellos no estn dispuestos a solucionar ***************** quieren hacer negocio de esta situacin tan lamentable y dolosa para m. ** que me ha ocasionado prdida econmica y fatiga emocional. Yo soy chofer de Uber y utilizo dicho vehculo para realizar mi trabajo. Me han hecho tener perdidas durante casi 5 meses al no poder trabajar. Siempre que llego para que me den otro vehculo que este dentro de mi presupuesto me quieren vender uno que supera por 3 veces el valor de la que compre y es imposible para mi pagar un vehculo de dicho precio. Quieren sacar ganancias de mi desgracia.Contract number: ************ Total sale price: $31,155.00

  Business Response

  Date: 12/11/2023

  Dear **************,

   

  It's unfortunate that you experienced a transmission issue on the 2015 Explorer you purchased 12/28/2022 after only driving it for ***** miles and just over 2 months.  Due to a backorder on the replacement transmission we could not complete the vehicle repair until 4/22/2023 after which we found out that the transmission we received was also compromised.  Due to the same backorder issue, we did not receive the replacement transmission and complete the repair until 5-25-2023.  We truly apologize for the inconvenience that the parts delays caused you and wish we could have had the repair completed sooner. 

   

  We also appreciate you allowing us the opportunity to try and trade you into a different vehicle.  However, due to current financing terms we were unable to meet your financial goals.  Our team looked at all options available and unfortunately, we could no fulfil your payment request.  If something changes that allows us to fulfil your request we will reach out to you.

   

  Sincerely,

   

  The Hopkins Ford Management Team

   

  Regards,

   

   

  **** Hopkins

  Dealer Principal

• Initial Complaint

  Date:08/01/2023

  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.

  El 29 de enero de 2023 compre una **** focus 2017 por ********* dolares * me vendieron una garantia sin *o pedirla * no me dijeron **** **** que cuando miro **s documentos miro que ha* una garantia por ******** dolares * el total de la compra fueron ********* dolares resulta que a **s **** empezo a fallar la transmision del vehicu** * ** llevo * me dicen que el carro tiene la trnsmision mala * otras pieszas que *o las tenia que pagar cubriendo so** la transmision el**s en las piezas que *o pague me cobraron ******** dolares so** ** saque * note que estaba fallando la pantalla * un foco no enccendia **s llamo desde ma*o * no me respondian **s estuve llamando por mas de un mes * **** ** llevo ahorira finales de julio * ** dejo por la garantia * me dicen que el carro tiene ma** 13 piezas * que la garantia no cubre * la ma*oria de las piezas caras les pregunto *o que cubre la garantia entonces * me dicen que **** les dije ese carro ustedes me ** vendieron ma** * la persona que esta en servio que se llama ********************************* me ** confirmo aparte que el carro la primera ves que ** lleve le dije el problema * el de un so** me dijo que era la transmision sin revisar** por que *a sabia que estaba mala desde que me ** vendieron

  Business Response

  Date: 12/11/2023

  Dear ****************,
   
  It's unfortunate you experienced transmission issues on your 2017 **** Focus you purchased on 1/27/2023.  Our records indicate that your vehicle was brought to ** on 5/1/2023 for the transmission concern, at which point the vehicle had an additional ***** miles on it.  At the time of the inspection ************** verified your transmission concern and also noticed an oil leak coming from your timing cover.  The coverage that you purchased with the vehicle covered the timing cover repair, but unfortunately the transmission repair was not covered due to failure of the transmission clutches.  Transmission clutches are considered wear items and therefore not covered by extended warranties.  Our team did discount your portion of the repair by 10% as we felt that this was an unforeseen circumstance and wanted to participate in the cost.  We apologize for the inconvenience that this may have caused.  
   
  Sincerely,
   
  The Hopkins Ford Management Team
   
    
   
  **** Hopkins
  Dealer Principal

• Initial Complaint

  Date:12/09/2022

  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.

  I bought a car from this dealer, in early October of this year. (October 12th I believe). Ive had issues with them saying they would give me $20,000 for my trade in then lowered it to $18,500 saying since I save tax on the trade in, it is about equal. Then they added on warranties that I did not want. And after multiple times talking with the finance guy, finally got him to remove them. I have the receipt from talking to him that says it is removed but the loan company is only showing 1 of the 2 removed. Now it has been over a month since that paperwork was to be filed. I haves called there 8 times already, left 2 messages and they will not fix the problem. This second warranty I want cancelled is for $995. And now that we are going into another month I am accruing interest on it again.

  Business Response

  Date: 12/11/2023

  Victoria,

  We apologize for the inconvenience of the additional products not being cancelled in a timely matter as you requested.  Unfortunately, the Select 3 Product is not only an insurance policy but also a physical product that was applied to the car and therefore not cancellable.  In your particular case, the General Manager approved the cancellation of the policy and forwarded the payment of the cancellation to the bank on 12/20/2022.  ******** cashed the check on 1/05/2023.  

  This complaint has been resolved as the customer requested.  Attached is proof of the cashed check.  

  Regards,

  **** Hopkins