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:05/10/2025

  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 need someone from Golf Mill Ford to contact me regarding the warranty issues I am experiencing. I have again reached out to my salesman, to the sales manager, and the finance manager but have not received a response.I have now discovered that the vehicle sold to me does not have the balance of the factory warranty available to me. This vehicle was imported from ******. I was informed during purchase both that I would have the balance of the factory warranty available and that is indicated on the ****** that I was provided. **** has confirmed that the factory warranty does not transfer between Canada and the US.I also have conflicting extended warranty paperwork (VSC). I have signed paperwork from one company and the dealership is providing me unsigned paperwork with different coverage from another company. I have been unable to confirm coverage by phone or mail with either ***********. I believe these warranty issues are possibly interconnected. This is a serious matter that I need addressed.

  

  Business Response

  Date: 05/14/2025

  We have been in contact with Mr ***** and are in process of correcting the warranty claim. Thank you.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23312514
  
  I am currently waiting for acceptable resolution to both the lack of factory warranty and the inability to verify the validity of the *** (extended warranty) that I purchased at the time of sale. 
  
  As of Friday, 5-16-25, at 3:45 PM neither of the issues have been resolved. I have reached out to Ally directly regarding the *** and they have no record of my vehicles VIN or my name in their systems. I have proposed a possible resolution to dealership personnel via email and I am awaiting a response. 
  

  My desire is to resolve these issues amicably with the dealership without the need for additional legal measures. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/24/2025

  Good morning, we made sure that Mr ******* warranty is activated on our end. Thank you.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23312514
  
  I am still waiting for confirmation from Ally Auto that the $0 deductible plan that was offered by ********* to essentially replace the non-existent factory warranty is in effect. I was offered the $0 deductible plan in lieu of the $100 deductible plan that I paid for at the time of purchase.  As of Friday, 5-30, Ally is still showing a $100 deductible in their system.  Once the Ally $0 deductible plan is in effect and I can confirm that it covers the broken gauge cluster that the Jeep Factory Warranty would have covered, I will consider this matter resolved.  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/04/2025

  **** has confirmed our warranty is active with the 0 deductible you have requested. Thank you.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23312514
  
  I am rejecting this response because:
  

  Unfortunately, I have to report that it appears we are back to square one.  I had ***** contact Ally today for authorization of the repair to my vehicle screen. Ally is refusing to approve the claim under the *** because they say the crack is "cosmetic". This repair would have been covered under the Manufacturer's bumper to bumper 3 year/36,000 warranty as a manufacturer defect and this fact was confirmed again today by the ***** service department.

  I am attaching the invoice for your review again. I am respectfully requesting that I be reimbursed for the out of pocket cost of the repair, the repair be made at your affiliated **** dealership at no cost to me, or your dealership provide me with a VSC at no additional cost that will cover this repair.  
  
  Please respond with how we can proceed with this matter.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/21/2025

  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.

  My son went to trade in his Jeep Wrangler that he bought at Golf Mill Ford at a ****** dealership and buy a new car but when they ran a Carfax report it was reported that the odometer reading was showing a potential rollback and a minor damage accident report. I was never given a Carfax report but was only given an AutoCheck report from Experian, which only showed what was happening in ***************** and not from where the Jeep originated from in ******. When my son was at the ****** dealership he was only offered ****** dollars because of the rollbacks and minor damage. When we asked Golf mill about it, they told us they knew nothing about it and then proceeded to tell my son to come into Golf Mill Ford because they would offer WAYYYYYYY more money and all they offered was ***** and tried to get him into a car that was with **** company. Needless to say, they walked out because on the Carfax report they said, it's worth 21, 900, so now my son loses ****** at a dealership that we trusted and gave them many years of business. I tried to send you the Carfax report but for some reason I am having trouble doing it. People tell me it is illegal to roll back the odometer, but unfortunately this is what happened to my son's car not once but twice was the roll back on his car. Can you please help me in this matter, and tell me what can be done, because in this economy every dollar counts. Thank you for your time.**** *****

  

  Business Response

  Date: 04/26/2025

  **** thank you for your concern, Its true at the time you purchased your car we only had access to Auto check that provided the vehicles car history, Since then we are signed up with Car fax. We did run the car fax history on your vehicle and see where the discrepancy might be. Based on how were reading it, it is original miles no one rolled them back its just when they converted the vehicle from ****** being in kilometers and registering the vehicle here in the ** they converted them to miles. Does not make it a bad vehicle, or any roll back on the miles they are consistent from day it was new. We would be happy to help trade and stretch on your vehicle Value because was purchased from us and would have no problem again giving you more value on trade in. Any other questions please do not hesitate to call us. Thank you.

• Initial Complaint

  Date:04/12/2025

  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.

  I went to the dealership to purchase a car on Tuesday (03/25/2025). The issue began the day after.Image 1+2: The salesman texted me with an offer, and I clearly asked if that price included all taxes, fees, and had all the features I requested (AWD, Hybrid, 4K tow). He confirmed, and I agreed to the price. In the second image, he said I would borrow $25,200 from the bank, and I agreed. Since my father was co-signing, I gave the salesman my fathers contact and allowed him to run my fathers credit based on the price he offered. At the end of image 2, youll see I asked for a price match, but in images 3+4, I canceled that request and agreed to the original offer.Image 4+5: He sent me the monthly payment info, and I saw it was much higher than what I had calculated, so I asked him about it.Image 6+7: He then told me the price did not include taxes and title fees, which was completely different from what he initially offered in image 1.Image 8: Starting from this image, youll notice the interface changed to Android because they started texting my father. My father doesnt speak English, so he handed the phone to me to continue the conversation. From this point on, it seems that *****, the manager, was the one speaking to me.Image 9: I was very upset about being deceived and explained the situation to the manager.Image 10+11: ***** brought up the price match, but as you can see, I only asked for a price match after the salesman gave me the offer, and I later dropped that request. The manager used that excuse to cover up for his employee.Image 11+12: After I provided clear evidence that his employee misled me and asked him to resolve the issue, he chose to remain silent and completely denied responsibility.

  

  Business Response

  Date: 04/15/2025

  Good morning we do apologize for the misunderstanding, after digging in our notes it seems there were numerous parties involved on both sides ,In our system we show we were engaged with and spoke to a Mr *** ****, a *********** **** and ** ******,  Originally we quoted you on a 4k tow with Awd, Seems after our original quote you took that and shopped it and asked us to match it, the reason for the difference in pricing was due to the quotes you got else where. They were quoting you on rear wheel drive vehicle with less equipment. We will contact the bureaus and try to get the inquiry removed for you. Again we apologize for all the misunderstanding. if there is any other questions or concerns please don't hesitate to reach out to us thank you.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23196578
  
  I am rejecting this response because:

  First at all, you sent me an offer for $31,200 includes all taxes, fees and also have all asked features like AWD, 4k tow. After that, the other dealer sent me lower price, I didnt notice it was FWD and after the salesman told me, I said Nevermind and did not ask for price match anymore, I said keep going with our agreed price. 
  The problem here is the different in your words told me that $31,200 INCLUDES ALL TAXES, FEES then after that told me that price has to plus TAXES, FEES. Please stop passing the **** on price match problem since I said NEVERMIND and I didnt bring your price to quote with the other dealers !! The matter here is your dealer lied to client to make them purchase on your without noticing different on pricing and the way your manager refused to take any responsibility !!! 

  
  Sincerely,
  
  ** ******

  

  Business Response

  Date: 04/18/2025

  After talking to management and salesman that were involved, Our understanding is you asked us to price match the $31,200 that you had received else where. Again mind you that was a less expensive car comparison front wheel drive not an all wheel drive which ours was. That was your largest price discrepancy and that's is why we could not come to those terms. Thank you please let us know any other questions or concerns.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23196578
  
  I am rejecting this response because:

  Then please explain why your salesman told me $31,200 INCLUDES TAXES, FEES and everything on picture 1, then said that vehicle has AWD, 4K tow package, Hybird and said I only need $25,200 loan on picture 2, then ended up told me $28,372.72 on picture 7? 
  

  Please explain and focus on this problem that your salesman told me different prices !! No matter price match or what. 
  

  YOUR SALESMAN TOLD ME $31,200 INCLUDES TAXES FEES, ALSO HE TOLD ME THIS VEHICLE HAS AWD, HYBIRD AND 4K TOS PACKAGE. THEN WHY ENDED UP $28,372.72 LOAN INSTEAD OF $25,200 I WAS TOLD BY YOUR SALESMAN ? 
  

  You can totally decline the price match, but you ended up offered me !! Then what is the matter here to bring that up? The problem here is YOUR SALESMAN LIED TO RUN ON MY CREDIT !! WHY DIDNT YOU FOCUS ON THAT ? 
  
  Sincerely,
  
  ** ******

   

• Initial Complaint

  Date:04/07/2025

  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.

  Found the dealership had three 2024 ******* that were discounted much more (about ******) than the already significant "employee pricing" discount (about ******) offered by the manufacturer. I contacted the dealership to verify there wasn't something wrong with the vehicle I was interested in. I was assured by ******** it was a new vehicle with no issues and, due to it being a 2024 model, they wanted to get it off the lot. I called again about an hour later to confirm the price was accurate again before I drove to the dealership, again ******** confirmed the ****** reduction. I arrived at the dealership and when we discussed numbers the only discount was the employee pricing discount. I was told by the salesman that the website price was an old price that hadn't been updated. It had been about 5-6 days since the new pricing had been released. Other vehicles had been updated but not the vehicle I had interest in or the other two I had found with significant discounts.

  

  Business Response

  Date: 04/09/2025

  Good morning we appreciate Mr ******* concerns. Unfortunately we do not have control over the manufacturer's incentives. They do change often sometimes end month some times mid month. Currently there is employee pricing with ***** current incentives, All our pricing is currently updated on our website, we still would be happy to try to put a deal together with Mr ******** Thank you please let us know any other questions or concerns. 

• Initial Complaint

  Date:04/05/2025

  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.

  To Whom It May Concern,On March 25, 2025, I purchased a **** Transit from Golf Mill Ford in *****, **. I originally came in to test drive a different Transit, but within minutes it began knocking violently and flashing engine and oil lights. The sales *** then offered another Transitsame year and mileage, different colorwhich seemed fine on a short test drive. I was shown it had passed both the dealers maintenance and PDI inspections, so I proceeded with the purchase, trusting the vehicle had been properly vetted and was in roadworthy condition.After the van sat in my driveway for a few days, I drove it again and immediately heard loud screeching from all four wheels. A nearby mechanic diagnosed over $3,000 in damage due to worn-out wheel bearingsdamage that clearly existed at the time of sale. Shortly after, the engine belt began making a loud squealing noise. Upon inspection, it was evident that the belt had been sprayed with lubricant in an attempt to temporarily mask the issue and hide the noise.When I contacted the salesperson, I was told the vehicle was sold as is, and nothing could be done. While I understand the meaning of as is, its clear the dealership was aware of these problems and failed to disclose them. Their own service records and the Carfax ***ort show recent belt and system inspections, confirming prior knowledge of the issues and raising serious concerns about the dealerships ethics and practices.Managers were dismissive, even suggesting the price justified the problems. Later, their story changedcalling the sale as is parts and claiming the inspections didnt matter. This kind of dishonesty is unacceptable and disappointing coming from a ***utable dealer.I trusted this dealership to be upfront and professional. Im requesting either a return of the vehicle or full coverage of the necessary ***airs, as no buyer should have to face hidden issues like this immediately after purchase.

  

  Business Response

  Date: 04/09/2025

  Good morning we appologize for Mr ******* concerns. Mr ******* did purchase a used vehicle with ******* miles. Vehicles of that that age and miles unfortunately the manufacturer warranty has long expired. We did offer the customer an option to purchase an extended warranty which he declined. We also made it clear to Mr ******* that he is purchasing the vehicle As is parts car no warranty. We attached a copy of the docs with Mr ******* signature. Lastly Mr ******* decided to take the vehicle to an independent shop as oppose to bringing it it here for us to help him at a discounted price. Thank you please let us know any other questions or concerns.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23164737
  
  I am rejecting this response because: 

  
  Thank you for the response, but Id like to respectfully clarify thats its Lupancu and not Lapancu and that Golf Mill Ford ***eating the phrase as-is over and over misses the real issue. I fully understand what as-is means thats not the core of my complaint.
  The concern here is much bigger its about ethics, transparency, and how business is conducted.
  At no point was I informed of any mechanical issues before purchasing the vehicle. The salesman **** presented me the carfax and in the carfax it showed pdi and maintenance inspections were completed and even showed that belts where inspected (Im guessing thats when the belt was lubricated, anyway the service record led me to trust the vehicle was safe and in good condition. Within days, I discovered about $3000 in ***airs, including all four wheel bearings and hubs  and  belts that had been clearly sprayed in an attempt to cover noise. Thats not normal wear and tear thats either negligence or deliberate concealment.
  When I returned to the dealer to speak to a manager in person, I was told with a smirk that Golf Mill would charge double the price for ***airs compared to a regular shop. So where exactly was the help or discounted support they now claim to have offered?
  I had the vehicle inspected at a shop near my home because it felt unsafe to drive. That was the responsible thing to do not a refusal of help, but a matter of safety.
  Whats even more troubling is the false and defamatory public response Golf Mill made to my ******** review. They stated I "knew" about the issues and that the vehicle was discounted because of the ***airs it needed which is an outright lie. After I confronted the sales *** via text about this false public comment, he completely stopped responding. They also claimed their record states I said I "loved the van" and just wanted a better deal because I felt mechanical issues another falsehood yet again. 
  At no point did I say, hear, or agree to any of that. I feel completely disrespected by how this situation has been handled and even more disturbed that a large, ***utable dealership would go so far as to fabricate statements and shift blame onto the customer.
  This is no longer just about a bad vehicle sale. Its now about business practices, integrity, and accountability. I am still open to a fair and honest resolution, but someone must take responsibility for the way this was handled.
  I have attached the ******** response, the damages, receipt for just bearings, and text message where **** wouldnt ***ly. 
  

  
  

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

  

  Business Response

  Date: 04/25/2025

  We appreciate your honesty, As quoted on your notes and texts we did explain that a vehicle of this age and miles will perhaps have some issues, Due to no factory warranty has long expired, and you declined any extended warranty that was offered.  At point when we explained to you we can discount the van aggressively and your purchasing it AS IS and any future issues unfortunately is your responsibility at which point you agreed.  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2024 **** xlt Maverick tremor pickup and found out it should not have been sold. It is under a national stop sale with the ***** because of a recall on the backup camera. It is now having issues with the infotainment system seizing. Per **** Corporate it is not marked as sold, because it can not be sold. And has no active warranty because it can not be sold. So not only do I have a truck that should not have been sold, it is acting up and there is no warranty.

  

  Business Response

  Date: 03/11/2025

  Good morning since then we have switched the customer into another ********. Issue has been resolved thank you. 

  Customer Answer

  Date: 03/12/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/30/2025

  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.

  Bought a car the dealership said was certified Pre-owned. A couple days later the dealership called me and said **** Motor Credit wouldnt make accept the loan because they forgot to Certify the car and that I needed to bring it back in for it to be Certified. They said the would call me back but they didnt so I called them and asked when was I supposed to bring it in? They said Dont worry, its certified now and the paperwork has gone through. I said so you ***s certified a car without looking at it? The sales *** said yeah do t worry it certified. I said so you sold me a car as certified, but you didnt certify It? I then threatened to call **** motor credit and complain that they didnt actually certify it and that they committed fraud.

  

  Business Response

  Date: 02/01/2025

  Good afternoon we apologize for the misunderstanding , the salesman is new with us, He did not understand at the time  the certified process and steps that needed to be completed, Since then we have reached out to Mr **** and have scheduled him in for Thursday the 6TH to come back into the dealership and  finalize the paperwork and certified process. Thank you.

  Please let us know anything else we can help with.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22880562
  
  I am rejecting this response because the intention so Certify the Vehicle without actually having it physically at the dealership remains All the dealership cares about was getting its money and had no intention of doing the the certification until I threatened to call **** Motor Credit and explain the situation. Not to mention that selling as vehicle as certified, that in fact has not been certified constitute a breach of contract by the dealership. 
  

  Furthermore, how can I be sure there wont be retaliatory measures taken against me as a whistleblower and ensure the vehicle will be certified correctly. Again the initial intention of the dealership was to process the Certification blindly. All trust has been eroded.   I believe a renegotiated price or complete reversal of the transaction is in order. 
  

  My suggestion is I keep the vehicle as is with no certification and the $2,000 down payment is refunded. 

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/04/2025

  Mr **** again the salesman is new with us did not understand the process at the time, How ever since then you have spoken to us here Golf mill ford and have scheduled you an appointment for you to come in to the dealership to handle everything. Please advise if there is anything else we can help with. Thank you.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22880562
  
  I am rejecting this response because.

  The salesman ***** is not new, if he was then he should not have been training another employee,when he clearly does not know the process. ***** was my salesman. I spoke with him the entire time.  This again does not negate the fact that the dealership/***** claimed I didnt need to bring the vehicle in anymore because they went ahead and certified it without it ever being looked at. They only asked me to bring it in after I threatened to call **** Motor Credit. I will be reaching out to **** Motor Credit again tomorrow as well as an attorney to further address the situation. 

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/29/2024

  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.

  09/30/24 I bought the **** Explorer Model ******************************************** ******* ********, with a credit granted by you and a 3-year bomber-to-bomber guarantee issued by Securenet Esencials, with coverage throughout the *************, ****** and *******10/02/24 the check engine light turned on that refers to a problem with the antifreeze and the temperature of the vehicle, I took it to the Fox **** dealer who was the nearest, there they gave me the diagnosis with a list of vehicle damage worth approximately ***** dollars.We immediately inform Golf Mil about the damage without getting a response from someone at the dealer, we send emails repeatedly, we call the seller **** ******* and we do not receive help from him. After more than 20 days **** *******, Sales ******** told us that we had to wait for the first payment of the fee to the bank, that is, a month for the guarantee to be activated.We returned to ********* again and spoke with Muhammad ******** and he agreed to receive the vehicle to inspect and make the repairs.10/29/24 Golf Mill picks up the vehicle to start repairs.11/15/24 They call us to inform that the vehicle is already ready and that they had made the repairs, but that they did not have the report to give us and that they sent it to the mail, but that we had to pick up the vehicle that day, **** ******* informs us.11/21/24 after many calls they sent us the repair report, but we see that they did not carry out all the repairs and that the only one they did was done on a car body. and not by themselves. 12/11/24 the check engine light turns on again, *** **** tells me that the change of administration accepts this warranty and they receive the vehicle. They send me a diagnosis with repairs for approximately $8,000 and the insurer reported that they need an inspector to see the vehicle. The insurer concluded that they are only going to carry out a repair and that the rest of the damages should be done by the dealer.

  

  Business Response

  Date: 01/02/2025

  Happy New Years , We have since spoke to Mr ********* He kept taking it to a different **** store that would not communicate with us, Again since all the confusion with getting other dealers involved we have since scheduled an appointment  for Mr ******** to come back to our shop and drop the vehicle off we will have a loaner assigned for Mr ******** and fix the issues with his vehicle.

• Initial Complaint

  Date:12/09/2024

  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.

  12/7/2024 I visited Golf Mill Ford dealership in ***** IL. I was not buying a car but noticed one that I liked. I agreed to put a down payment to hold it for a week until I came to a decision. I was not told or given any paperwork regarding a return policy for any new bought vehicles. We had an agreement with the owner ***** *. to hold the vehicle. Owner left for the day and the sales person started processing paperwork. I was not aware that they were already filing my documents because when I asked, he stated that we had to enter my information in the system. I was there with my aunt which was also interested in a vehicle. They started processing all the paperwork and took us to the finance office. With all the paperwork that was given to us, there was no documentation on returns or exchanges. on 12/09/2024 I decided I did not want the vehicle and went to return it around 17:00. The moment I stated that I was looking to return because the price is a problem and I changed my mind, they stated I can only exchange since they did not have a return policy. I asked for documentation on the exchange policy and I was told that they do not have any hard copy paperwork on returns or exchanges only verbal notice. I stated that I was never told of this policy from the first day. I researched online and showed them the **** return policy stating that I had 14 days or 1000 miles for full return, and they stated that its **** but not Golf Mill Ford. So my credit was checked when I was only trying to Hold the car until the 12/14/2024 and they requested $9000 deposit rather than the $500 that was agreed on with the owner ***** *. I need assistance with this because I feel that they forcing individuals to a corner with no option of a return only an exchange. Everything was rushed and paperwork was processed against the agreement made with the owner himself. The check deposit written was for $9000 and on the memo it states to be cashed on 12/14/2024 as agreed for holding the car.

  

  Business Response

  Date: 12/12/2024

  Hello .  I would like to inform you that i meet with a customer and resolve all the issues to the best of my ability and customer satisfaction .Car has been returned to stock due to inability to come up with  down payment from a customer part . *********** has been cancelled and customer left fully satisfied .Thank you .

  Customer Answer

  Date: 12/13/2024

   
  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:10/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on 10/10/2024 to purchase a new vehicle advertised on their website for $63,000. I also viewed the window sticker online, which detailed the price as $63,000. I called the business and verified the price. I drove an hour and a half to the business to purchase the vehicle. After completing the test drive I was told theres a $20,000 markup added to the cost. This $20,000 fee was not advertised, shown on the website, informed over the phone, or discussed prior to test driving. I ultimately did not purchase the vehicle because $20,000 priced me out of affordability. I wasted a total of 3 hours driving and an hour at the dealership plus fuel/toll costs. The trip is 75 miles each direction (150 miles total). Illinois law prohibits the use of any deception, fraud, false pretenses or promises, concealment, suppression, or omission of any fact that is material to a business dealing or transaction. This was clearly concealed as it was not shown anywhere on the website or ever disclosed until the end.

  

  Business Response

  Date: 10/16/2024

   Complaint id :********

  Good afternoon we apologize for the delay, The pricing that Mr ******** mentions is for factory orders only, Golf mill ford would be happy to go ahead and place a factory order for Mr ******** at the Manufactured suggested retail price with a $1000 deposit. Please let us know if that helps thank you. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22408196
  
  I am rejecting this response because:

  The price listed on the website still does now reflect the markup. It was also never explained why I was lied to on the phone and told the price I see is the price I will pay.

  link: ************************************************************************************************************************

   

  *Note the additional fee is not reflected anywhere.

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

  

  Business Response

  Date: 10/22/2024

  Good morning, yes as mentioned last time, that pricing is only on factory orders, and again Golf Mill Ford would be happy to place an order for you if you folks decide.

  Thank you. Please let us know Thank you.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22408196
  
  I am rejecting this response because:

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

   

  The website does not detail it as a special order as outlined in the business response. The website lists the exact stock number and VIN for a vehicle along with a price of $63,000 (not $83,000). I contacted the business by phone, and they confirmed $63,000 for that vehicle and stock number. I was not told I would need to order one to get it for $63,000. If you require me to order one, then this is clearly still a violation.

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