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:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ********* purchased a 2022 ***** CX-30 from Fair Oaks Ford located in Naperville, IL in December 2022. At the time of purchase I opted to also purchase a ceramic coating which was to be installed at the time of purchase. The purchase price of the ceramic coating was $1,500. Fair Oaks Ford indicated that I was purchasing a two layer ceramic coating with a seven year warranty on the interior and exterior. In January 2023 I took my vehicle to Ceramic Pro *********** for a window tint and when I asked them about my ceramic coating, they told me it doesn't exist on my vehicle and was never applied by Fair Oaks Ford. Ceramic Pro *********** indicated that Fair Oaks Ford applied a ceramic sealant/paint sealant. As you can see below paint sealants and ceramic coatings are two entirely different applications. - Paint sealants are an affordable and effective way to protect your car's surface from harmful elements like UV rays, bird droppings, and insect splatter. - They are made of polymers and oils that create a protective layer when bonded with the car's paint. Unlike wax, paint sealants don't make the car ****** glossy or shiny, making them suitable for those looking for moderate protection and aesthetics. - They also last longer and only need to be reapplied every few months. - Ceramic coatings offer better heat resistance and durability than paint sealants. - They provide better protection against UV damage, road grime, and bird droppings and can be applied to complex color schemes. - Having a clear coating applied can protect your vehicle from various elements such as UV damage, dirt buildup, saltwater corrosion, sap, and pollution. - Ceramic coatings can last anywhere between 3-7 years before reapplying.Fair Oaks Ford completely misrepresented the product in which they were selling to me for my vehicle. I suspect this was in order to gain my business for their own personal gain. Fair Oaks Ford knew that I was going to have Ceramic Pro *********** complete the ceramic coating, but the way in which they represented their product made it sound comparable so I chose them as it could be done the same day of my purchase. On March 23, 2023 I submitted a claim to *** (Entire Car Protection) for an interior claim of ripped seats. *** claims to cover tears up to six inches in length. They denied my warranty claim saying "scuffs and abrasions" are not covered. I tried to get a supervisor involved with ***. The supervisor told me to email the original claims representive and also tag her in the email. *************************** is the supervisor and ************************* is the claims representive. I never recieved a response from either of them. On July 12, 2023 I called the dealership explaining that the ceramic coating I purchased for my vehicle doesn't exist and additionally, *** is denying my warranty claim and will no longer communicate with me regarding my claim for interior ripped seats. *******************, Customer Relations Manager at ************** found out that my vehicle was currently at a ***** dealership for a TSB. *** attempted to call the ***** dealership to push Fair Oaks Ford's faulty extended warranty in which they sold me onto an OEM warranty to get my seats fixed. The service advisor at the ***** dealership said no and proceeded to tell me that even ***** claims "scuffs and abrasions" as rips and tears and this should be fixed under my *** protection plan I purchased at Fair Oaks Ford. Fair Oaks Ford also apparently got the *** President and Corporate involved (Fair Oaks is apparently owned by Currie Motors) after I asked them to either refund me $1,200 out of the $1,500 (80%) or pay someone to fix my interior and apply a two layer ceramic coating as this is what I initially paid them for at the time of my vehicle purchase. I personally thought this was more than reasonable of an ask from myself. They refused both of those options and will no longer communicate with me about either of these issues. In fact, Fair Oaks Ford told me to use this as a "learning ******** however this is not a learning ****** as they are flat out denying and refusing to assist with two products in which I purchased from them. Fair Oaks Ford is misrepresenting their products to their customers at the time of the vehicle purchase and when a warranty needs to be addressed they refuse. There is a lot of cohesion going on with this business and they need to be looked into, so they cannot take advantage of other customers.

  

  Business Response

  Date: 08/04/2023

  Thank you for bringing the customers concerns to us. When the customer initially inquired about the vehicle and the Protectorcoating was discussed, ******************* not only explained that it is a single stage coating, not a two-stage ceramic coating, but also sent the customer the Protector companys website so he could see the product himself. After going back and forth,and the customer deciding he did not want the Protector, the customer and his wife called later to say to go ahead with the product. The customer was informed of, and viewed for himself, the product he was getting all before delivery. *** said he would do two coats and clay **** but again stressed it was not two stage ceramic coating.
  

  As for the warranty, the attached documents explain exactly what is covered. As the customers complaint makes clear, we attempted to get the warranty company to honor the work, speaking to the ************* manager, the rep at the Protector, and our rep who has over 36 years of interior work. The warranty company reached the conclusion that the **** was a surface cracking, due to a scuff/wear ****, not a rip or tear, and the claim was denied. We are sorry the customer feels wronged, but we fully explained the product, and worked to assist him with his claim. There was no lack of effort on our part, or that of the vendor. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20379026
  
  I am rejecting this response because:
  

  I appreciate the response from the dealership, but unfortunately the response is not the truth nor accurate. 
  
  I initially asked ******************* about aftermarket products; specifically ceramic coatings. He gave me an overview and told me it was a two layer ceramic coating applied via applicator. *** did not say it was a one layer applicator nor did he say it was a spray on ceramic wax/sealant.  Additionally, The dealership stating "*** said he would do two coats and clay **** is inaccurate because he initially told me it was a two layer ceramic coating via applicator. As mentioned before, I mentioned to *** that I had Ceramic Pro in *********** that was willing to do the ceramic coating for me when I got back home with my newly purchased vehicle for the same price that he was offering me. I proceeded to have my Fiance, *****, call *** as she used to work at a detail shop and was familiar with ceramic coatings. *** once again said that it was a two layer ceramic coating via applicator. ***** asked *** how it compared to something like Ceramic Pro and he said "they're basically the same thing." After discussing this with ***** we decided to have the dealership complete it. There was never any "back and forth" discussion as they state. 
  
  Unfortunately, *** doesn't appear to know the full details of what items he is selling to his customers. An individual cannot compare a spray on ceramic wax/sealant with a ceramic coating that has been applied with an applicator. As I stressed before, those are not remotely close to the same thing. One is going to last a month or two and the other is going to last for years to come before they need to be reapplied.
  
  *** completely misrepresented the product in which he was selling to me for my vehicle. Had *** told me their product was actually a spray on ceramic wax/sealant and NOT a two layer ceramic coating applied by an applicator I would have declined the aftermarket work. In fact, after all of this *** has stated to me that "their product isn't the greatest." An ethical and moral salesperson wouldn't proceed to sell someone "junk" especially knowing the customer has someone capable of doing this job with better products and a truthful coating in which was paid for. *** simply took advantage of a customer for his own personal gain knowing "their product isn't the greatest".  
  
  To also note, ECP doesn't include much information on their website and the product safety data sheet wasn't sent to me until AFTER the product was applied and I had returned home to *********** with the vehicle. This was NOT provided to me at the dealership as they have stated. In fact, I have the file and it is dated January 6, 2023. So no, the product wasn't sent to me prior to purchasing. In fact, I had to request the file from the dealership as Ceramic Pro told me there was no ceramic coating on this car. 
  
  In regards to the seats, if ***** labels a scuff/abrasion as a rip/tear why doesn't ECP honor the same warranty, as this ECP warranty covers rips and tears up to 6"? Furthermore, why is the dealership pushing the warranty they sold me "under the rug" and trying to get it claimed under an OEM warranty? This is not an ethical practice by the dealership and again shows the dealership's character. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2023

  Thank you for the additional information. *** was very clear on what the Protector product was and what it was not; *** has been selling the product for over 28 years. The website also thoroughly shows the product via video, and explains the ceramic coating we offer. *** sent the website link to the customer before the purchase, so the customer could fully understand the product and coverage. We are sorry that the customer feels misled. We sold the customer the *** warranty during the sale and worked diligently to get the work approved, but ultimately, *** denied the claim. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20379026
  
  I am rejecting this response because:   *** did not send me the website link prior to purchase. I still have every single text message from him. The video attached is not even a month after purchasing the car from Fair Oaks Ford; This is not acceptable. The car looked like it had nothing done to it and lots of installers agree. With *** selling this product for 28 years, this reinforces my statement that he knew that he cant compare ECPs ceramic spray on wax with Ceramic Pro, but yet he still said they were comparable for his own personal gain. This is completely dishonest and unmoral salesmanship.
  

  
  

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

• Initial Complaint

  Date:12/20/2022

  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.

  On 12/20/2022 I reached out to Fair Oaks Ford in Naperville, IL inquiring about a Blue 2021 **** F-150 SuperCrew truck. I made it clear that I was from out of town and would be driving 6+ hours to come get the truck. After sharing photos of my truck we agreed to a trade in value on it and to the sticker price of the truck. I was told that I need to let them know if I was going to come up so they can "hold the keys", I confirmed that I was going to come purchase. I called to let the internet manager (***********************) and her Boss (*****************************?) know that I was on my way up soon after I left around 2:12pm. They then texted me a meeting reservation to confirm our meeting and the truck we were meeting about (see photos of text messages to confirm). I received a call at 4:48pm from ***** to confirm I was still coming up because "someone is here and might be interested in the truck", I confirmed that yes I was only about an hour and a half out. She said she'd call back if anything developed. I wasn't sure how to take this as we has an agreement and a meeting. When I arrived I was told the truck "Just sold" and offered instead a totally different truck (two tone red King ****** with 3 times as many miles for "only $2,000 more". I'll admit I was upset about this and seriously debated if I was the **** of a joke. I was unfortunately not. I asked to speak with the sales manager, *******************************, and was offered neither an ounce of empathy or a remotely reasonable solution. He briefly looked for an alternative but couldn't find anything similar and "knew he wouldn't find anything near that price" because it was a factory recert (?). I'm filing this complaint for (2) reasons, I want to ensure someone investigates this dealership for any potential "Bait and Switch" schemes to get out of towners to make the trip only to "have just sold" the vehicle and try to upsell them knowing they had them. The other is to reach a resolution with this dealership for my time and expenses.

  

  Business Response

  Date: 12/30/2022

  Thank for you bringing the customer's concerns to us. Our Sales Manager reached out to the customer to discuss his complaint and they reached a resolution. 

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Lincoln Aviator from Fair Oaks Lincoln, and took delivery of the vehicle with cracked windshield. I was promised by management and the sales person at Fair Oaks Lincoln that they would replace the windshield at their cost. Despite my numerous attempts to have them do this, there has been inaction on their part, they have done nothing to date to arrange to have this windshield replaced, only "assurances."

  

  Business Response

  Date: 12/14/2022

  Thank you for bringing the customer's concerns to us. We were working with the warranty on the claim. We have contacted the customer to let him know it will be fixed. We trust this clears up any concerns he may have. 

  Customer Answer

  Date: 12/22/2022

   
  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:09/10/2022

  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.

  On July 30th, I went into fair oaks to trade in my 2014 **** due to issues with the car. I met with a sales rep *************************** I was told that if I get the 2019 ***** it will have everything I was looking for in a new car automatic car starter and I will be able to start my car using the ***** app(which wasnt true at all after I took my car to the ***** dealership I was also told by **** that the bumper and the nics on my window also my drivers key control on the door will be fix once they take my car in for detailing after **** telling me that I would definitely get a rental he then called me and told me they cant get me a rental it will only take (3 hours for them to fix all the repairs ) I then made appointments and had a lost close to myself and couldnt make the appointment and asked to reschedule for Friday 9/9 at 2 and I was told that if I dont make this appointment they will not be able to do it anymore so I canceled events for work to make sure my car will be fixed and all of this will be over with after taking my car to **** before I lift I confirmed with **** all of the things that needed to be fixed like I was promised when buying the vehicle he said yes brother everything will be fixed and its covered by us 3 hours later I get a text from **** saying that my window was fix and the repair guy didnt have the right tools to take out the nics and it can be done another day. And they cant fix the bumper,Once I went back to oaks to pick up my car nothing was done nothing was fixed like he promised to repair the car just a car wash without cleaning the inside of the car the marks are still on my car once I called **** for understanding on to what went wrong after he had promised all of the above he didnt answer I then text **** and no reply or answer. It seems he lied to close a sale and gave false information to me a customer of oaks then telling me I have to go to ***** to get the repairs done after I was promised that by **** (****)

  

  Business Response

  Date: 09/20/2022

  Thank you for bringing the customers concerns to us. We sold the customer a used ***** CX5 on July 30, 2022. The Vehicle was a **** Blue Advantage and has a ************** limited warranty. The vehicle underwent the 139-point inspection associated with Blue Advantage, and the delivery checklist was signed by the customer. See attached Inspection Checklist and Delivery Checklist.The attached and signed We Owe does not list anything due to customer. Following delivery, we did agree to a paint touch up. The customer then added to the list, trying to have us fix chips and nicks in the windshield. He then wanted the bumper fixed, and when we found out it was beyond repair, we offered to assist with the work. Our salesman, ***, called the customer the day we received this complaint to address his issues. The customer was meant to call Geo back.Please have the customer call Geo so that we can work with him so he is satisfied.Thank you.