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:05/28/2025

  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 05/27 I received an flyer in the mail for a scratch off to win prize I scratched off and I saw I won *******. I called the number that was listed on the flyer which I was asked my invitation number which they told me that I was a winner no purchase required. This morning I go in to claim my award just for them to ask me if I was interested in buying a car which I told them no. I told them that I talked to someone over the phone yesterday and they told me that yesterday I did win and all I had to do was come in with the flyer and my id to pick up my prize. They gave me a lottery scratch off which I didn't win anything. I wish there was a law to hold these car dealerships accountable for these scams they are pulling on people. I'm for one is tired of these scams. Please help!!!!!

  Business Response

  Date: 06/13/2025

  First and foremost, we sincerely apologize for any confusion or frustration caused by the promotional flyer the customer received. Our intention with these mailers is to invite potential customers to our dealership and provide them with an opportunity to participate in a promotional event that may include prizes and incentives.
  The promotion in question included a scratch-off game that indicated a potential prize, contingent upon verification at the dealership. While the scratch-off may suggest a prize match, all winnings are subject to confirmation according to the official game rules, which are printed on the flyer. These rules outline that all prizes must be verified in person and that not all scratch-off matches guarantee a high-value prize. We are committed to maintaining integrity in our promotions and will continue to improve our practices to avoid similar situations in the future.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23386733
  
  I am rejecting this response because: 

  It's called do better instead of wasting people time with y'all crap!!!. I already told people to not buy anything from your dealership. Shame on y'all.
  
  Sincerely,
  
  ******* **********

• 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 took a **** F-150 to the dealership for a nationwide recall #**S31. The service department accepted the truck for service on October 30, **24. The issue is that regardless of the gear a person is driving in, it suddenly downshifts to the first gear. Before I learned about the recall I was not able to get my plates renewed because of the problem and the warning lights showed in the truck display area. I took the truck in and was told that I needed new lines leading to the transmission and the cost was $900.00 which was paid to the dealership. I picked up the truck and quickly realized the vehicle was not fixed and still downshifting. I took it back to the dealership on September 2, **24. I called the corporate office about the problem because the dealership said I needed to pay nearly $9000.00 to fix the transmission. I spoke with ****** in the corporate office and assigned a case number CAS51538280 Phone number: **************. At the dealership, I spoke with ******* once and never heard from her again and she hasn't accepted any of my calls. I have a text message thread with ***** at ************. My truck has been at the dealership since September **24, through 01/21/**25. I filed a complaint with the IL Attorney General and received complaint # **** and a file number on 12/29/**24, File No: **24-CONSC-00198062, and I was told that Sutton Ford would be reaching out to me but they never did. I am a landscaper and provide snow removal services. I have lost my income source I want the $900 back and the transmission replaced because of the admitted damage to the transmission listed in the recall order.

  Business Response

  Date: 01/22/2025

  Mr. ******** vehicle was brought to Sutton Ford on three different occasions.
  
  The first visit on 8-30-2024 the customer requested that Recall ***** be performed.  The technician notated that when he brought the vehicle into the shop three warning lights came on (Check engine, Powertrain malfunction and Tire Pressure monitoring system).  The technician continued with recall 24S37 service procedures.  The first step in the recall repair process is: 
  
  Check for Diagnostic Trouble codes, Is the Malfunction indicator light and/or Wrench light illuminated in the instrument cluster with DTCs P0720, P0722, P0731 and/or P1500 stored in the PCM?
  
  Technician found that code P0731 was present in the system along with both lights being on. In this case the technician is told to not proceed with reprogramming until parts have arrived to complete the repair. 
  
  The technician ordered and installed the necessary parts for the recall which is a Molded Leadframe and fluid. Then reprogrammed the computer per the recall.
  
  Prior to the technician installing the recall part he noticed that transmission fluid lines, not part of the recall repair, are leaking due to being rusted out and he suggested replacing.  The customer declined and was advised that if they continue to drive with leaking transmission fluid lines, they could have transmission shifting issues.
  
                 At this time the recall repair is completed, nothing more for us to do.
  
  The second time in on 9-25-2024 the customer requested us to have the transmission lines replaced that were previously recommended. 
  
                 The technician replaced the leaking transmission line and topped off the fluid,we completed what was requested.
  
  The third time in on 9-27-2024 the customer stated to the advisor that he was having issue with the transmission when the gears shift.  Issues were existent prior to the recall repair being done, please check and advise.
  
                 The technician findings:  CHECKED FOR ANY TRANSMISSION LINE LEAKS AND NONE WERE FOUND. PCM IS UPDATED TO LATEST SOFTWARE.  CHECK FOR TRANSMISSION IS NOT SHIFTING CORRECTLY VERIFY CONCERN ROAD TEST CHECK FLUID LEVEL FULL AND CLEAN ROAD TEST AND FOUND THAT VEHICLE HAS DELAYED 2-3 AND SHIFT FLARE IN 3-4 CHECK FOR DTC NONE PRESENT EXCEPT FOR MISFIRE DTC AT THIS TIME TRANSMISSION HAS INTERNAL CONCERN.
  
                 Technician suggested replacing the transmission.
  
  ****************** did not offer any assistance for the repair.
  
  The vehicle is at Sutton Ford awaiting the customers decision. 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22838841
  
  I am rejecting this response because:
  The recall number submitted with the complaint says that there would be a downshift issue and of course after years of driving with the issue, this would cause the transmission to need replacement. I was not able to get a sticker renewal due to the problem. The transmission didn't just happen to have a problem it was caused by the manufacturer and therefore warranted a recall. The corporate office said that Sutton Ford did not follow proper protocol such as taking pictures when the vehicle was first brought in and sending the information to the corporate office at the time to see if further action was needed and the recall instructed them to look for further damage that could be related to the recall that causes additional damages. Its as simple as reading the recall to see those instructions that the corporate officer read to me. She said it would have to have instructions in the recall to check for further damages and after she read it she said that Sutton Ford failed to follow those instructions. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/03/2025

  I researched the the recall and the steps taken performing the recall on your vehicle.  All recall steps were followed correctly.  The paperwork you spoke of along with pictures was submitted to **** correctly.  I have attached a copy of this so that you can see it.  I do not know who you spoke with at **** corporate and why they would say that, but again Sutton Ford performed the recall correctly to the vehicle following all the necessary steps. 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22838841
  
  I am rejecting this response because: the recall notice which I forwarded by email to the BBB explained that during the repair they should look for all damages that may be caused by the issue. The recall states that the downshift can happen at any time while driving regardless of the speed. Downshifting while driving in an automatic transmission can cause excessive stress on the clutch plate, bands, and gear sets, and can cause broken components within the transmission, and rapid wear and tear. This is a manufacturer defect that has been a vehicle problem for 10 years! Of course, the transmission is bad because of that and **** is liable for all damages that have been caused and that's why the instructions in the recall is to look for damages that may have been caused associated with the problem. 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/04/2025

  The steps taken to perform the recall were performed correctly.  Should you have an issue with the manufacturer I would suggest speaking with ******************, ************.  The dealership has performed all the necessary steps in completing the recall. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22838841
  
  I am rejecting this response because: I spoke with ****************** which is why ******* from Sutton Ford in ******** was given the same complaint number from ******************. ******* said that she was in email conversations with **** and would get back to me which she never did which is evident in the text messages that Ive forwarded to the BBB via email. It would be helpful to see those emails and any other communications that ******* had with ****************** regarding this issue. Sutton Ford has shown more interest in selling me a vehicle than repairing the one that I brought in because of the recall. The entire issue including the recall is a manufacturer issue that **** dealers are responsible for handling and properly assessing other related issues that could have been caused by the sudden downshifting of gears while driving. The recall instructions are written in plain language and are not ambiguous, or difficult to understand in any way. Sutton Ford was responsible for checking to see if there might have been damage to the transmission that could have been caused by the sudden downshifting, but Sutton Ford failed to do so, an oversight that has the potential to cause great bodily harm and even my death if I were to drive the vehicle as it is now. Sutton Ford seems more interested in not admitting their mistakes, and saving money, than the lives that could be lost by putting that vehicle back on the road. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/20/2024

  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.

  I purchased my 2020 car from *********** and have had a few issues that needed fixing, although nothing major. In 2022, the check engine light came on, and I received a message on my phone indicating that there was a problem with the catalytic converter. I scheduled an appointment with **** while my car was still under warranty, but they ended up fixing a different issue instead. Now, the same code and problem have resurfaced, indicating that the initial problem was never truly resolved. Given that this issue was reported before my warranty expired, I believe some form of compensation is warranted, and it's important for us to work together to address this recurring problem.

  Business Response

  Date: 09/26/2024

  After researching our history with your vehicle I do not see us performing any repairs related to the Malfunction indicator lamp (Check engine light) in March of 2022 or even the year of 2022.  In January of 2023 we repaired a check engine light concern that was related to a purge valve (indicated by code P1450).  During that visit, the test results of your vehicle gave no indication of your catalytic converter having any inefficiencies. Your recent visit on 9-20-2024 was for a check engine light and wrench light concern, the technicians diagnosis indicates that there may be problems with 3 different components, the powertrain control module calibration (indicated by code P164D), the purge valve (indicated by code P0144C) and the bank 2 catalytic converter (indicated by code P0430).  This past visit is the only time your vehicle indicated any fault regarding the catalytic converter.   

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22314438
  
  I am rejecting this response because:

  I have visited the service center numerous times for the same issue since 2021. I have detailed notes from my visit on 10/21/21 that clearly state this ongoing problem. Unless they have been miraculously deleted, I have all of the dates when my car was serviced, to support my claim.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/01/2024

  I looked at your complete vehicle history with us and their was no instance where the converter showed any faults.  Unfortunately we cannot warranty a part on a vehicle without their being a problem associated with it. I also looked to see if there is any warranty available for your catalytic converter and that warranty expired approximately ****** miles ago when your vehicle had ****** miles on it. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22314438
  
  I am rejecting this response because:

  
  Can Sutton Ford please submit all the service forms that were completed for my car, including details such as the dates of service, the type of service performed, and any parts that were replaced or repaired? I understand that my car is currently out of warranty. However, it was still within the warranty period at the time of my initial complaint. I made Sutton Ford aware of every problem I was experiencing. When it was determined that there was an issue with the catalytic converter while the car was still under warranty, a temporary fix was applied, which has now left me with the same problem unresolved.
  

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

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 this truck from Sutton Ford in October of 23 I have been having trouble with this truck ever since I had it I have taken it back to Sutton Ford four times to let them know that it was something wrong with this vehicle they keep saying that nothing was wrong with it I finally filed a complaint against the corporate office they informed me to take it to another **** dealer and that's what I did finding out that I had two things actually four things that was wrong with it first I had to put PCV on August 23rd secondly the transmission went out when you start the truck up it sound like a tractor also they told me that is something going wrong with my muffler system ,something is wrong with the back of camera system it does not alert me when I get too close to something I end up cracking one of my tail lights out, I am still paying on this vehicle which doesn't make any sense it is a lemon and I do not quite understand why did they sell me this car, I asked for a Carfax, and they told me I did not need one but as looking up I saw this car was in an accident from the front end and it looked like it had been sitting in water because between the seats have rusted out they had dog hair all in it I asked Them to try to get that dog hair out they tried several times, I hope you can help me.with this lemon. several times to clean it and it's still not get it got it clean so I'm praying that you all can help me out

• Initial Complaint

  Date:07/18/2024

  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.

  On March 13,2024, I purchased a 2021 Jeep renegade from Sutton Ford in ********,********. The very next day I get in the car to notice a puddle of water on driver side floor of the car. I immediately took the car back to the dealership. The man at the service desk told it was nothing he could do for me because it was jeep. I explain that I had just purchased the car the day before. He still said they couldnt do anything and that I had to take it to a jeep dealership so thats what I did. They had my for about 2 months before it was fixed. Within the first month of them having it, I tried talking to the sales manager about getting something else. The financing company was willing to still work with me to get something else. But the sales manager told me that couldnt and wouldnt take the car back. Within 2 months of me having the car back, Ive had to get oil changed and had to put it in the shop because of other issues Ive had with this car. Can someone please help me with this?

  Business Response

  Date: 07/23/2024

  ****************** has most recently filled out a 1 star review on ****** and emailed a letter of her dissatisfaction. Unfortunatley, we were not made aware of her unhappiness earlier, however the correct protocal was completed. When purchasing a non ***** we take the vehcicles to the original manufacturer. Two days post pruchase, we found out that the moonroof was leaking. The part to fix it was on back order so we reimbursed ****************** for the rental bill (attached). This is considered goodwill as it was out of our control. ****************** purchased an extended warranty (attached) which will cover most major repairs. Her vehicle was also still under manufacturer warranty so the issues with the manufacturer would be covered. It appears that the root of the dissatisfaction is with Jeep and all items can be or have been corrected. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22007852
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/24/2024

  No, we cannot take the car back at the original purchase price. You can bring it in and we can appraise the vehicle to try to get you out of it. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22007852
  
  I am rejecting this response because:
  I went to Sutton Ford on July 27,2024. The way they went about this whole issue was trying to put me and new car. Which was more than the one I bought. Which would have raised the price of my car and my insurance. Also, the sales manager was supposed to contact the owner of the dealership and call me back on Monday morning. He didnt call me until that afternoon. Also told me was going to call me back before the day was over. I didnt hear from him until July 31, 2024 when I called him. He told me he had a meeting with ******************* and was going to call me after the meeting with her. But I havent talk back to him 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/02/2024

  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.

  I purchased a 2014 infiniti qx60 at sutton ford dealership on 5/10/2023. *********** name is ************************ and the sales manager name is *******. When test driving the vehicle i discovered that the vehicle was only blowing hot air. The dealerships sale manager ******* said he would get this issue fixed. I was instructed to come back to the dealership to receive a loaner vehicle so this issue could be fixed and the next day the check engine light came on. I got the light read at autozone and the diagnosis came back that there was a transmission issue. I was told by the dealership that this issue would be fixed as well. I asked if they can also provide me with an oil change and tune up as a courtesy for my troubles and i was told no problem, they would do it. The only problem this dealership corrected was the air conditioner issue. The dealership cleared all of the codes and proceeded to let me drive an unreliable lemon. I was also never given my carfax paperwork. I was told there was only 1 car owner and no accidents on the car. The cardax report on the dealerships website also did not provide the accurate information for this vehicle. I was sold a lemon and i was lied to about this vehicle.

  Business Response

  Date: 01/04/2024

  This vehicle went through internal used vehicle inspection as well as was sent out to the Infiniti dealer. The vehicle in question is a 2014 QX60 with ******* miles. ** this point we have gone above and beyond for repairs and maintenance should be completed by the Infiniti manufacturer going forward. See below and attached the detail. 

  **tached are 3 forms. The first form is the ** dated 5/11, this ** shows that we replaced the **  sensor. It also shows that we sent the car to ************************************** because the check engine light was on. This ** was created a day after the customer took delivery, customer took delivery with NO check light present on the vehicle. Returned the next day with the check engine light on. ******* Replaced the Catalytic converter. The total ** shows a bill of $3473.80
  
  The Last 2 forms are our internal used vehicle inspection (UVI), we replaced a Radiator, changed the oil and wiper blades during our UVI which totaled $2319. UVI was completed 4/24/23
  
  We spent a grand total of $5,792.80 on this unit we did not clear any codes, we took the extra step by sending it to an Infiniti dealer to assure the car was safe.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21087723
  
  I am rejecting this response because:

  On 1/2/24 I took the Infiniti QX60 to ************************************** and was told that the transmission is slipping. I purchased this vehicle on 5/10/23 and instantly discovered that the vehicle was not blowing any cold air. Sutton Fords service department put in freon which ran out of the vehicle on the very next day. Right after purchasing the vehicle, the check engine light also came on. I took the vehicle to AutoZone to have the codes read and there were 2 issues. One was the transmission, and the other was the catalytic converter. I immediately called Sutton Ford dealership to speak with the sales manager ******* to let him know of these issues so that we can get them resolved since I had just purchased this vehicle. I was told by the general manager that ******* was not in the office at the moment and to please allow him time to get these issues resolved since this was his sale. When the sales manager was back in the office I was contacted and was told to bring the vehicle to Sutton Ford, I would be issued a loaner car and the Infiniti truck would be sent to the Infiniti dealership of *********** to be serviced for the A/C issue. Once the vehicle was delivered to the Infiniti dealership I was informed by the sales manager at Sutton Ford that there was indeed an issue with the catalytic converter and this would be replaced along with a solenoid. The A/C issue and catalytic converter issues were fixed however the transmission issue had still not been assessed nor fixed. Before signing the sales contract for the truck I asked both the sales man **** and sales manager ******* if there were any transmission issues on the truck and if they can use the code reader to ensure there were no transmission issues on this truck. I was told that there were no transmission issues, this was obviously in fact not true. In your response, Sutton Ford, you stated that the check engine light came on AFTER I purchased the vehicle which clearly shows that there were some issues prior to my purchase. Only having the truck for the short period of time I had it does not constitute an issue on my behalf to cause the check engine light to appear. A catalytic converter will also not cause the check engine light to appear. These are clear indications that there were prior issues before I purchased this vehicle that Sutton Ford neglected to disclose even after I asked about the health of this vehicle. I also went back and forth with the sales manager and one of the previous salesmen about the Carfax on this vehicle. I was not provided a copy of the Carfax on this vehicle. I purchased my own copy of the Carfax on this vehicle on 1/2/24 and it shows that this vehicle is eligible for a 1 year autocheck buyback protection.

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

  Business Response

  Date: 01/04/2024

  When the car was sent to Infiniti they performed an inspection on the vehicle also. Thats how they found out the catalytic converter was the problem. A missing catalytic converter or a miss firing catalytic converter will bring the check engine light on. Infiniti fixed the catalytic converter and the check engine light was gone. The Transmission was not a problem at that time. Transmissions on a 157k miles unit can go out anytime. We offered an extended warranty at the time of the sale which was declined. We fixed the ** and Catalytic converter, we even sent the car to the *** dealer so they can diagnose it. If it needed a transmission at the time, the Infiniti dealer would've told us. 
  
  Carfax and Auto check are 2 different companies that are competitors, Carfax buy backs is for certified units.
  
  
  
  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21087723
  
  I am rejecting this response because:

  once again this information is incorrect. A warranty was NOT offered to me for this vehicle. Dont you think if a warranty was offered to me for this vehicle with it being a 2014 with over ******* miles that i would have bought the warranty?! The car was sold as is and I made sure i asked about a warranty on this vehicle and was told sutton ford would not be able to provide me with a warranty and i would have to purchase an outside warranty on my own. I even asked the guy who cashed the check in the finance office about a warranty and was told sutton ford would not be able to provide me with a warranty and he handed me a pamphlet for other companies i can go through on my own.  if transmission issues are liable to happen to this specific type of vehicle  with 150k miles or more as you just stated then why are you selling these vehicles on your lot? Especially without the option for a warranty? This further proves my point that i was sold a lemon that would get me about 5-6 months of use before i need a new one. Regarding the buyback protection only being for certified vehicles, please provide me with the jargon in writing where it states this vehicle must be certified vehicle in order to qualify for buyback protection. Infiniti told me this vehicle DOES NOT have to be certified in order for this vehicle to be bought back by sutton ford. What happened with giving me a tune up and oil change that i was told i would get that i never got? This unfair practice your establish has shown needs to STOP! I have contacted the attorney general regarding this matter and i will be consulting with an attorney on this as well. You have proven nothing but the fact that you can go back and forth with me instead of remedying a solution to get this lemon truck fixed. 

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

  Business Response

  Date: 01/05/2024

  You misunderstood. Any vehicle is liable to have the transmission go out at anytime especially with high miles. You mentioned Carfax warranty and we were clarifying. The vehicle is not a lemon. Again, we went above and beyond by sending it to Infiniti and getting repairs. We are not liable for the vehicle. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21087723
  
  I am rejecting this response because:

  Please see both attachments of the service history provided by the *********************** dealership. You claimed to have given me an oil change when the vehicle went to the infiniti dealership and that was not true. I had to get the oil changed on my own on 6/5/23 as shown because sutton ford refused to keep their promise of providing me with a ************ change AND tune up. The transmission code that appeared when autozone read the codes was also not fixed when sent to the infiniti dealer. I was specifically told by the service advisor when my vehicle was sent to the dealership by Sutton Ford for the repairs on 5/23/23 that they were only instructed to fix the a/c and the bank 2 catalytic converter because that is what sutton ford only would repair PER ***********************. It also shows that sutton ford would complete the other repairs on the paper however that was not done and now im stuck with a failing transmission that was present BEFORE i purchased the vehicle. You were aware of this issue and instead of fixing the problem when it was brought to you, you left it for me to deal with. Your business has engaged in too many predatory practices. By Law Sutton Ford was responsible for disclosing all previous accidents and damage to this vehicle which you have failed to do. Please note that this is my 2nd attempt in providing you notice to fix this issue.

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

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this vehicle August 16th 2023 I have been having problems with it I took it back to **** 08/18 08/28 0n 08/23/23 they did pmi and Calibiratio DTc and Reassemble, and replaced glove box inner dash pieces, was hearing a loud noise as I drive the car already, a rattling as I drive the car the front end will seem like it's off banners the brakes make a noise but as I take it back Mr **** drove it on August 09/04/23 and he stated that is nothing wrong with the vehicle I told him I am not satisfied with it and I need you to give me something else I also told him the windshield was something on it and I try to get it off he had them to clean it they got most of it all but it's still something on there I drove it on yesterday as it was raining the ability was hard to see, I had to keep the wipers on a fast speed and ordinary for me to see because the windshield has a fuzzy film of it, I explained to them whoever this car belongs to did not take care of it I asked him for a Carfax, they didn't gave me one.I am not pleased with this car not when I got to pay this kind of money for a 2020 yes I know my credit is not that good and that's why they put me in that that vehicle ,I also look on NHST there are 11 recalls on vehicle. And they are the problem that I told Mr **** that I was having.thank you and I'm waiting on the resolution sincerely you're surely ********************

  Business Response

  Date: 09/27/2023

  We currently have an appointment set for ********************************** the second week of October. When she rode with the manager, the complaint could not be duplicated. Unfortunately we cannot fix anything unless we experience the issue. We could not switch the vehicle due to credit. We are more than happy to revisit the windshield in the meantime for overspray. 

  Customer Answer

  Date: 09/27/2023

  Complaint: 20591271
  
  I am rejecting this response because: Yes they gave me appointment on 10/03/23, yes **** did drive the truck, and said it was not wrong with it. I have had many people to drive it. And they say the same thing i said what wrong with the vehicle. I pray that they do repair it. **** also said w
  
  Sincerely,
  
  *****************************; 

  Business Response

  Date: 09/28/2023

  We will try to identify your concern when for your appointment time. 

  Customer Answer

  Date: 11/05/2024

  Complaint: 20591271
  
  I am rejecting this response because: **** just lie, I took the vehicle to another dealer transmission went out on it the front brakes going out of it of the parts of that vehicle have many things wrong with it now is something with the gas pump they sold me a lemon and it seemed like no one is trying to help me get to them to take this rapid a replacement give me give me money to get another vehicle because I do not want one from them no more. 
  
  Sincerely,
  
  ******* Donaldson  

• Initial Complaint

  Date:01/19/2023

  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 was told I have a bumper to bumper warranty on a vehicle I purchased in July 2022. I asked the sales person **** at least 5 times if it covered everything. The answer from him and the finance manager was yes. Don't worry about that You are covered. There was a problem with my rear washer fluid and of course it is not covered by the so called bumper to bumper warranty. I in fact have the premium warranty that doesn't cover everything. ******* in the service department is the best thing they have going for them. ******* contacted **** directly and was able to get a substantial amount of the cost covered. I asked that the remainder at least be split between myself and the dealership because I was lied to. I felt my part in all of this was believing the lies that they told me. Their finance person is no longer there to verify anything and the sales person has changed his stance as far as the bumper to bumper. Now he tells me I have the premium package, but it doesn't cover everything.

  Business Response

  Date: 01/30/2023

  We spoke to Ms. ******* and reviewed her warranty. She now understands. ****************** covered most of the repair due to our working relationship and we completed the repair. ****************** stated she is happy 

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and found it satisfactory once the dealership absorbed the remaining cost. I just wish it didn't have to come to all of this due to misinformation by the salesman. Many thanks to ******* and ***** in the service department for caring.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:09/28/2022

  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 purchased a car just under a year ago. I have been trying to get in contact with dealership for the past year. I either get a person who says they cant help me, but Ill forward you to someone else then I get voicemail or I just get voicemail and never get a return call. I was sold multiple services after agreeing on an price. One of the services was for Autobutler. I was lied to at every aspect when it comes to this package. 1st lie was that I can get this service performed at any dealer. Sutton ford is nowhere near me, they just had the car in stock we wanted. 2nd lie is that it would be free when we come in. Now I receive reminders that ghe autobutler service is due and its $14.95. 3rd lie, if I cancel it will be prorated for unused cleanings. Well Ive been trying to cancel since my first one is due but nobody will return my call. They sold me a bunch of other useless ****, their salesman was good. I bet he made them a lot of money. But he was very unethical. I would like to come in with my sales paperwork and walk out with a refund for at least the autobutler. All the other stuff Ill chalk up to a learning experience. But this package in particular has just flat out lies. I have also contacted attorney general back in March, but dealership still wouldnt return by calls.

  Business Response

  Date: 10/03/2022

  I'm sorry they  didn't see value in these products.   The majority of our customers appreciate these products.   I've attached the documents that the customer signed for the products.  Not all dealerships have auto ****** the ones that do will honor the service.   I went to ****** maps and if the customer still lives at the same address we're 45 min away and would be happy to schedule the service to be done.   

• Initial Complaint

  Date:08/26/2022

  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 purchased a car from Sutton Ford a couple weeks ago & this last week it stopped working.. I had it looked at and was told it has a bad transmission & two bad radiators. It would cost $5,000 to fix. I tried contacting the dealership and they forward my calls, dont call me back, and hang up on me.. I messaged the salesman directly & he said it was sold as is. But they didnt disclose that there were any problems with the car.

  Business Response

  Date: 09/06/2022

  We towed *******'s vehicle to our dealership and diagnosed it needs a transmission .    the vehicle is not under warranty, but we are going to goodwill her the transmission repair and no cost to her.   She said once the vehicle is done she'll reach out and to the BBB and retract her complaint

   

  
  Thanks,

  Karen