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:09/15/2024

  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 have bought 2 vehicles from this facility. I also have a ****** truck that I purchased elsewhere. I was using my **** pass points as they expire soon to get a free oil change. This is the third time that I have taken my truck for service and afterward the oil filter or oil plug be leaking oil. By the time I noticed I was already 3 quarts lost just driving. The first time this happened, I got back home and found someone had stuck something in my air filter box (large ball of wool). Clearly nobody takes accountability at this service section, and to think I was going to trade my truck in and buy another vehicle from here. If you are considering taking your vehicle here or buying one, don't. They clearly don't take the time to train their employees. I would usually take my truck back to get it fixed/replaced, but I don't even want to let them touch my cars/trucks anymore. So now I am out my **** pass points and out my own personal money to buy more oil/filter/O ring and change it myself. **** ****, I don't want a refund, I want an apology and you to train your employees. It's not hard to tighten a oil filter, run the truck, and give a 5minute visual to make sure it's not leaking. I had a 267 mile trip to ********. What if all my oil came out and blew my engine up? Do better.

  Business Response

  Date: 09/16/2024

  I spoke with ***** at 9:04 9/16. ***** was not asking for a refund but asked for us to train team better. I let ***** know that we are actively working on training and accountability for all positions. I apologized for this happening and asked if we can perform the service again at no charge and clean up any mess that this has created. ***** informed me that he has already corrected the concern and no further action is required. I refunded the **** Pass points for the service on 9/5/24. 

• Initial Complaint

  Date:08/27/2024

  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.

  8/22 I purchased this 2000 F150 vehicle from Andy Mohr Ford in *******. It is a vehicle that uses CNG and is know to be ECO friendly. I asked the dealer if there were any issues with the vehicle based on the low mileage and there disclaimer that a list of issues would be provided upon request. I was told that was just a disclaimer and there were no issues with the vehicle and it was in good running order. I wired funds to the dealer and had the vehicle picked up and delivered to me in *****. When the vehicle arrived the Low Fuel light was on. My son and I took it to a fueling station and attempted to fuel the vehicle however the fuel pump indicated that the truck is full and would not accept any fuel. I contacted the dealership who informed me that the didn't know anything about the vehicle or the fueling system. I asked for inspection records and mentioned that there were no inspection stickers on the vehicle and was informed they were not needed in ******* and that I should take the vehicle in for service. I contacted CNG automotive who indicated that with the age of the vehicle the tank only has a life expectancy of ***** years and should be serviced every 3 years. I contacted the dealership again to ask them to contact the previous owner since they did not know about the service records and was told that the vehicle was purchased AS IS. I emailed *********************** the manager to inform him that AS IS does not mean selling a vehicle that may have safety issues and requesting a refund. I have not heard back from the dealership. I'm contacting ********************** directly and have also reached out to a local CNG inspector to inspect the vehicle as he mentioned if the tank is outdated it could explode. I'm extremely concerned about the hazard as well as the loss of funds and the lack of responsiveness from the dealership and have not received a copy of the contract. Your assistance would be greatly appreciated. Thank you!

  Business Response

  Date: 08/28/2024

  To whom it may concern,

  ************ purchased a 2000 **** F-150 with ****** miles. As I discussed with ************ over the phone yesterday, she was aware that the vehicle was 20 years old and was a natural gas vehicle before the vehicle was ever delivered to her in *****. She also knew the vehicle was sold in As-Is condition and was not serviced or inspected before she purchased the vehicle, stated by the sales person and our website description which I have attached to this email. All signed contracts and we owes stating this were signed by the customer before delivery and are also attached. I suggested she take it to a local CNG inspector to have the vehicle checked out to be 100% sure the fuel gauge was working properly since she wasn't sure how to fuel it up when she got the vehicle. I would be willing to trade her into something else at the full trade value ($5,250) before tax listed on the buyers order towards another vehicle as long as ************ gets the truck delivered back to us (at her expense) in the same shape it left. 

   

  Thanks,

   

  ****** Lanie 

  Used Car Sales Manager 

  Andy Mohr Ford

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

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I reject the response from the dealer!  I've attached the pictures from the inspector that came out today including the fact that this vehicle is unsafe for driving as the tanks are 10 years outdated and should have been destroyed.  Also the means of fueling the tank is broken and cannot accept any fuel.  I would just like to return the vehicle to obtain a full refund as in it's current condition presents not only a safety hazard to myself but also the public.  The CNG inspector can be reached at ************ ****.  I've attached pictures of the 3 expired tanks and have also notified the Attorney General and filed a claim against the business.  I contacted ************************* subsequent to the inspection and was told that it was out of his hands to resolve the issue until the BBB made their decision.

  Also, I asked that the sales person get the vehicle serviced prior to shipping and he asked which services and I told him whatever the truck needed since I have never seen it.  I just went outside to move it from the front of the house I can hear an smell gas leaking.  I pray it does not blow up my house.

   

  Regards,
  
  *******************

  
  

  Business Response

  Date: 08/30/2024

  To whom it may concern,

   

  I spoke with ************ on 8/28/24 and let her know that once the BBB claim had been resolved I could move forward with getting her a resolution. The original offer from ************ was to return the vehicle to the Andy Mohr Ford for a full refund, now she is wanting Andy Mohr Ford to pick up the vehicle and refund her money. The 2000 **** F-150 was sold in as-is condition which she stated she understood what that meant. We will still extend the original offer until September 15th, 2024, if ************ gets the vehicle back to the dealership in the condition it left, we will refund the amount paid for the vehicle of $5,843.49, after the deadline we will no longer extend that offer.

   

  Thanks,

   

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

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Good morning,

  I called your office to follow up on a complaint I filed again Andy Mohr Ford on 8/28.  The receptionist/service representative indicated that I should have received a complain number upon filing, which I did not.  She suggested that I email you to confirm receipt and next steps.  The dealer contacted me this morning to negotiate the return of the funds used to purchase the vehicle if I closed all inquiries to the various agencies, ship the vehicle back to them at my expense by 9/15 but would provide no reimbursement for the initial shipment for which I paid.  
  

  This would not make me whole as this sale of a faulty, inoperable and unsafe vehicle should not be legal all out of pocket expenses, to include the purchase, should be reimbursed.
  

  Your assistance is greatly appreciated for a prompt resolution of the matter.  I can be reached at ************.  Thanking you in advance for our time!
  

  
  Regards,
  
  *******************

  
  

  Business Response

  Date: 09/09/2024

  To whom it may concern:

  This truck was sold in as-is condition and we are willing to refund **************** original money spent $5,843.49. However, we will not cover the shipping cost to get the vehicle back here. I attached our initial conversation through email, when ************ offered to ship the vehicle back to the dealership for a full refund, which she is now saying otherwise. This deal for the full refund is still good through9/15/2024 if she would like to return the truck for a full refund.

   

  Thanks,

   

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

  Sales Manager

  Andy Mohr Ford

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

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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

  The vehicle is inoperable and should have been sold as Salvage not as a useable vehicle to a consumer. I was told by the sales person *************** there was nothing wrong with the vehicle.  When I asked for the list of items that were wrong with the vehicle again I was told there was nothing wrong which was total misrepresentation of the purchase as the tanks are outdated and should have been destroyed per government guidelines.  The vehicle creates an environmental and consumer hazard.  I never informed the dealership that I would return the vehicle at my expense though I indicated that I would return the vehicle as it is in an unusable condition.  Why would I have paid to get the oil changed there on a vehicle that I knew was not in an operable condition and was a safety hazard?  Also, they insisted that I wire transfer the funds prior to them releasing the vehicle to me again I should have known that they were a business with deceptive business practices.  In that, I would also request that my funds be wired to me for the vehicle to be released to them.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************

  
  

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, *********************, purchased a 2012 ****** Forester on June 17,2023 for 11,000$ from ***************** ******* in *********** IN. Two days after purchase the check engine light came on and the engine was sounding "funny". I returned to the dealership where I was told it was just a problem with the spark plugs. They were replaced free of charge and I was again reassured that the vehicle was fine and had been previously inspected Clearly this was not the case. August 13,2023 the car broke down again and I was told that the engine had gone out. The cost of the repairs was 6,693.72$, which I also paid for in full. On November 14, 2023 the car had again broken down. The replacement engine apparently had a problem. Those costs were covered by a warranty of the engine manufacture. On December 13,2023 I replaced the battery for it was bad. On March 14,2024 I had to replace brakes and rotors that were bad and was causing severe vibrations. The bill for that repair, Belle Tire, 1319.24$. March 21, 2024 the car broke down again and was replaced by the manufacture. I was charged 650.00$ for labor on this repair. I was contacted shortly thereafter by a representative at ***************** for copies of receipts for oil changes. I was told that the engine manufacture wanted them as they did not want to replace the engine. Today is *** 27,2024 and the car is sitting in my driveway because again the engine is knocking and showing all the symptoms of all the previous times the engine has gone out. It has become clearly obvious to me that this garbage should have never been sold in the first place. it is also clear to me, that while they have always been polite, ************************* is not capable of adequate repairs. I am a self-employed independent contractor in delivery services. Having a reliable vehicle is paramount to what I do for my income. I have only included what i paid directly to *****************. I have not included other repairs, towing or lost wages.

  Business Response

  Date: 05/27/2024

  This appears to be a complaint about our store in *********** - ***************** Hyundai

  The General Manager there is *******************

  This is Andy Mohr Ford.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I returned to the dealership and met with the general manager directly  He listened to my issues  He reviewed the ****** history and repair records   After letting me test drive a few vehicles I decided on a 2012 ***** Civic.  He was very sympathetic to me and was willing to do an even trade out   Im glad I went back and we worked out a good arrangement   I honestly couldnt have expected my experience to have gone better considering the circumstances    Thank you   

  Regards,

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

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 **** Exorer XLT vehicle from Andy Mohr Ford on April 15th, 2024. It was suppose to of had a 172 point inspection prior to the sale. My driver side seat belt adjusters will not move. It is stuck and when wearing the seat belt it falls off of my shoulder. Indiana has a safety belt law that we have to wear seat belts. Being it is defective and does not stay on my shoulder I fear for my life as I have been involved in a near fatal crash in the past. I have contacted them and they will not call me back. I did purchase the extended warrenty package up to ******* miles and they want me to pay $100 deductible. This should of been repaired when they done the 172 point inspection. I want this fixed ASAP and do not feel I should have to pay a dime!

  Business Response

  Date: 05/07/2024

  To whom it may concern,

   

  Andy Mohr Ford is taking care of ********************** **** Explorer immediately which will resolve the issue in the complaint. If he has any further issues, he has my contact information.

   

  Thanks,

   

  ****** Lanie 

  Used Car Manager

  Andy Mohr Ford

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. They did take care of my seat belt adjuster and replaced it free of charge. They said they also ordered an engine cover for me for my vehicle on 5/13/24 and it is suppose to be in in a few days. After I receive my engine cover I will be happy and will close out this complaint. Thank you for your prompt response and attention to this matter. It is truly appreciated. 
  
  
  

  Regards,

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

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I filed a BBB complaint back in April of 2024 when I purchased my 2019 **** Explorer XLT from ***************** because the seat belt adjuster did not work. I ask them if they could get me the plastic cover for my vehicle also that was missing. They fixed the seat belt adjuster and promised to get the plastic cover that sits on top of the engine. I closed out my BBB complaint in good faith that ***************** would honor their promise in getting the cover for me. *** the service manager is the one who promised this would be gotten for me. Now they are saying they are not getting it as promised prior.

  I want the plastic cover for my engine ordered and paid for by ***************** as previously promised. The photo attached is what I need for my vehicle
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 07/26/2024

  have resolved with guest same day. resolved issue.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. *** has installed the engine cover that was requested and I am completely satisfied. *** provided great customer service. Thank you so much! 
  
  
  

  Regards,

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

• Initial Complaint

  Date:04/30/2024

  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 April 1st 2024 I went to Andy Mohr Ford to look at vehicles. We drove one that had transmission issues. Then we found a 2016 that we liked. The salesman took both sets of our trade in keys before the sale was done. He still to this day (4-30-24) has our house key. After going back and forth trying to find a vehicle that the bank would approve us for. I asked to leave. They refused to give me my keys back after I repeatedly said I wanted to leave. They bullied us and wouldnt let us leave the lot until we bought something. They told us that we needed the vehicle for our child. I told them the 2022 that they were trying to sell us was out of our price range. I nicely explained we would save more and try to come back later. They still wouldnt let us leave. My sons father made the decision just to buy the vehicle so that we could leave. Because at this point they had already made him late for work. Which at his job, results in penalty. They told us they gave us this car for $17k and now my loan says $19k. And on top of all of that. The car is wrecked. I have a list of about 13 items wrong with it. They said it had the highest service inspection which clearly was a lie. There is an exposed air bag, a oil leak somewhere, the door is unaligned and a bunch of other body issues on the passages side. I called for 3 weeks trying to get them to answer me and see what we could do and asked 3 times to unwind the deal. Ask contacting the salesman a bunch, other auto shops, and the used car manager there I finally spoke to the general manager. And all he did was send me to my salesman again. And of course, they only got back to me, after they sold my trade in. Saying that *** we cant unwind the deal. I decided to take the car in for free service as promised. And they tried to charge me $1500. This business is a scam. And they are scamming people out of money. And selling bad vehicles. Something needs to be done.

  Business Response

  Date: 05/01/2024

  To whom it may concern,

  Well, responding to this complaint is rather difficult considering that the majority of the complaints are not true. **************** came in on a 2016 **** Escape for $13,122 and had a 2015 Silverado trade vehicle that she was $4,808.31 upside down on. She could have left whenever she wanted to, however, she wanted to get into a vehicle and the first vehicle did not work out, we ended up finding a 2022 **** Escape for $19,766 and were able to get the approval that she was interested in that would carry her negative equity. The vehicle she chose to purchase has never been $17,000, I am not sure where that price came from. The Carfax is clean and doesn't show any accidents, Andy Mohr Ford has also provided a free loaner vehicle to **************** while these complaints are currently being looked into by our service department. The customer was very happy with the vehicle at the time of purchase and in the following days she got an overwhelming sense of obligation and wanted to return the vehicle for what she had claimed, that someone hit her car while in her driveway, nothing to do with Andy Mohr Ford, but wanted us to take the vehicle back anyway. If **************** is unhappy with the purchase, Andy Mohr Ford would be willing to trade her into another vehicle at our location for the amount she paid before taxes ($19,766) towards another vehicle.

   

  Thanks,

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

  Andy Mohr Ford

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

  Customer Answer

  Date: 05/02/2024

  Pretty much all of that is straight lies. ****** was not even around when we were looking at vehicles nor when we were going through everything trying to get accepted. For starters, if like to say that we didnt come in to look at a 2016 **** Escape. We came in to look at  Honda Crv that was there for around $11k. So that just goes to show that ****** has no idea why we were there or what our intentions was there. The crv had transmission issues so then we drove the 2016 escape. Secondly, I asked my salesman ***** and the once ****************** to leave. I went back to my truck to pack everything up and wait for them to bring me my keys. Im sure if you have cameras you can see me HYSTERICALLY crying outside of my truck due to the fact that they wouldnt give our keys back and couldnt get what we wanted to work. I politely told them that I wanted to leave and that we would come back another day. I also told them that if we didnt leave then, that my boyfriend would be late for work. Everyone knows that I asked to leave multiple times. And everyone knows that I told them a clear and distinct price range that they couldnt stick to. I told them that I didnt want to do it. And they kept pushing. I said no MULTIPLE times and they kept on pushing. And that is what made my boyfriend just say that we would take it. We didnt even get to test drive it or anything. They literally cornered us at OUR TRUCK. I have a screenshot of the exactly price from your guys website. It clearly says that the vehicle is $17,266. I had a whole convo with ***** and ***** about the price and they said $17k MULTIPLE times. We talked about the negative equity and how my loan would be $22k with the $17k and the $4800 added together. 
  Lastly, im not exactly sure where you got the idea that the vehicle was hit in my driveway? Because I dont even have a driveway HAHAHA so thats actually hilarious. I will gladly share the screenshots with you of me gradually finding the problems over the course of the first week of having the vehicle. The first thing I texted ***** about was the lights, then i sent him pictures of the broken fender and the ripped headliner. And that is when HE had asked me if I have cameras outside. And he tried to play it off like someone was damaging my car at night. And I told him that I do have cameras so thats not possible. So Im not sure where that very VERY fabricated lie came from. I didnt get an overwhelming sense of anything? And its very weird that ****** feels  the need to describe how Im feeling for me? Thats quite strange. The only thing Im overwhelmed with is that fact that Andy Mohr Ford sold us a wrecked car, decided to blow me off for weeks, and now are lying about how everything went down. I understand that they are in the process of trying to fix what is wrong with the car. But there is still no reason for my loan to be $5000 more than what I was told. So I would like them to correct EVERYTHING they have lied about and scammed me out of. I attached more proof of my texts to him along with all the photos I attached the first round. I also attached the email from proof that ****** has no idea what he was talking about because I still have the email from the original car we went to look at. 
  

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Pretty much all of that is straight lies. ****** was not even around when we were looking at vehicles nor when we were going through everything trying to get accepted. For starters, if like to say that we didnt come in to look at a 2016 **** Escape. We came in to look at  Honda Crv that was there for around $11k. So that just goes to show that ****** has no idea why we were there or what our intentions was there. The crv had transmission issues so then we drove the 2016 escape. Secondly, I asked my salesman ***** and the once ****************** to leave. I went back to my truck to pack everything up and wait for them to bring me my keys. Im sure if you have cameras you can see me HYSTERICALLY crying outside of my truck due to the fact that they wouldnt give our keys back and couldnt get what we wanted to work. I politely told them that I wanted to leave and that we would come back another day. I also told them that if we didnt leave then, that my boyfriend would be late for work. Everyone knows that I asked to leave multiple times. And everyone knows that I told them a clear and distinct price range that they couldnt stick to. I told them that I didnt want to do it. And they kept pushing. I said no MULTIPLE times and they kept on pushing. And that is what made my boyfriend just say that we would take it. We didnt even get to test drive it or anything. They literally cornered us at OUR TRUCK. I have a screenshot of the exactly price from your guys website. It clearly says that the vehicle is $17,266. I had a whole convo with ***** and ***** about the price and they said $17k MULTIPLE times. We talked about the negative equity and how my loan would be $22k with the $17k and the $4800 added together. 
  Lastly, im not exactly sure where you got the idea that the vehicle was hit in my driveway? Because I dont even have a driveway HAHAHA so thats actually hilarious. I will gladly share the screenshots with you of me gradually finding the problems over the course of the first week of having the vehicle. The first thing I texted ***** about was the lights, then i sent him pictures of the broken fender and the ripped headliner. And that is when HE had asked me if I have cameras outside. And he tried to play it off like someone was damaging my car at night. And I told him that I do have cameras so thats not possible. So Im not sure where that very VERY fabricated lie came from. I didnt get an overwhelming sense of anything? And its very weird that ****** feels  the need to describe how Im feeling for me? Thats quite strange. The only thing Im overwhelmed with is that fact that Andy Mohr Ford sold us a wrecked car, decided to blow me off for weeks, and now are lying about how everything went down. I understand that they are in the process of trying to fix what is wrong with the car. But there is still no reason for my loan to be $5000 more than what I was told. So I would like them to correct EVERYTHING they have lied about and scammed me out of. I attached more proof of my texts to him along with all the photos I attached the first round. I also attached the email from proof that ****** has no idea what he was talking about because I still have the email from the original car we went to look at. 
  
  Regards,
  
  *********************

  
  

  Business Response

  Date: 05/06/2024

  To whom it may concern,

  Andy Mohr Ford would be willing to trade **************** into another vehicle at our location for the amount she paid before taxes ($19,766) towards another vehicle.
  
  Thanks,
  ***********************
  Andy Mohr Ford
  ************

• Initial Complaint

  Date:04/09/2024

  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.

  Purchased a blue *************** was told several time it would be covered bumper to bumper for 4000 miles only to find that is not true. The truck should never have been certified almost $5000 in repairs needed as soon as it pulled off the lot. The dealership lied about getting the truck to fix and will not call back. The sales person was extremely rude and said maybe you should have went to another dealership. When called back to say what was wrong with it found out they only cleared it he codes and did not fix the problems.

  Business Response

  Date: 04/10/2024

  To whom it may concern:
  
  
  The vehicle was purchased 3/27/24 on a Wednesday. The customer called back and said the engine light was on the following day, we told her to bring the vehicle in to have it checked out. ****************** came in to drop off the vehicle for our service department to check the engine light. We offered a point A to point B Brand ******** Bronco Sport loaner vehicle, she then was upset, because she needed pull a trailer for her dirt bikes or truck to put them in the bed. Unfortunately, these are Brand New vehicles and not for working out of, so we offered to get her a rental truck from Enterprise which she was not interested in. Once this transpired ****************** decided she was ready to go, because she didn't want a Bronco Sport or an Escape. We said "If you would be more comfortable to take it to your local dealership closer to home that could work too." 
  
  Andy Mohr Ford would be willing to pick up her vehicle and have the issues addressed at no charge to ******************. Having the Certified Pre-Owned 4 month / ***** mile comprehensive warranty comes with the piece of mind of not having to worry about a $5,000 out of pocket repair, we can also offer a loaner vehicle for her to get around.
  
  
  Thanks,

• Initial Complaint

  Date:03/25/2024

  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 borrowed a ported decent told you now Im telling you what Im going through because the *********************** is working with me on this yet. Nothing is working basically they cant do anything either but I still want something put on here again. These are getting selling people cars that are lemons, I dont care who it is. Nobody should be done this way I think rating them a star. Its too much how about 1 million negative stars is more like it. I think they got their nerve taken peoples money and running with it cause thats exactly what theyre doing. Theyre no better than a drug dealer and my book , I took back the lemon. They sold me. They took me to the junk lot where the cars had been wrecked to show me cars talk about filthy dirty rude dealers had trash all over the floor seats that were ripped cars that were dented cars that were totaled and wrecked , you wanna talk about rude thats what I call rude even more selling people that are thousands of dollars that are nothing but lemons I thought they had a lemon law whatever happened to that people listed on here complain hasnt anything been done about ANDYMOHRFORD they dont even come first on race day. They wouldnt even make it past the line at the end of the world. This place needs to be shut down ripping people off. Its ridiculous how they feel if it was them being ripped off, I dont think they would like that but when they do it and the money is going into pocket thats one thing isnt it? Somebody dips into their pocketbook and to them what theyre doing to others I pray to God they get their just this place needs to be shut down somebody needs to take a look at this business and close them down. They have several lots and Plainfield , Im glad they showed me so anybody thats on here. I pray one of you who has some money goes back after them whether youre rich or poor Being ripped off is rude! If I live close, Id stand in front of the joint with a sign and my lemon!

  Business Response

  Date: 03/26/2024

  Andy Mohr Ford did as we said we would, ****************** came in on Saturday to look at vehicles she was interested in purchasing. She ended up finding a **** ***** that she wanted to purchase, we did all the related paperwork for her to take to her bank for a loan. She informed Andy Mohr Ford on Monday 3/25/2024, that her bank would not give her a loan for the amount she requested, we offered to help her secure a loan for her which she refused.

   

  We are willing to trade her into something else for the full purchase price of $8995 before tax, aftermarket products, or extended warranties she purchased from her bank, this offer will be good until March 31, 2024.  I have attached the buyer's order showing that we offered her exactly what we agreed to do on trade. 

   

  Thanks,

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my truck in for service. I specifically asked for the front differential cover to be sealed and serviced and the rear to be serviced.There are no drain plugs on either differential cover. Dropped my truck off Monday and had to call and follow up weds because I had no correspondence. Was told they found other issues like cv axle boot torn (cv axles were no more than 2 months old ) and oil pan leaking ( oil pan os not leaking rear main seal is. After being told I would be called back in an hr, I went back to what I was doing . 3 hrs pass by with no word, so I go to the dealership and demand my truck back. I had to wait another 20 mins for anyone to even address I was standing there. 40 mins later i finally get the keys. I get charged a diag fee (that i didn't ask for ) and services rendered to the rear differential. Upon getting home I inspect the rear differential. There is absolutely no witness marks on the bolts that the differential cover was ever removed. In addition there is absolutely not fluid residue indicating the differential was drained. The fact that the truck has 194k miles and surface rust on the axle assembly indicates that it is impossible to have serviced the differential (a notoriously messy job) without a single trace of : rust removal, fluid transfer to the material , or even cleaning product residue.The gave me a small discount on the ticket because they ignored my request but it wasn't until later that I realized they charged for services not rendered.I was charged 267 dollars and ended up having to do all the work myself anyway. This dealership is a fraud and scams people that do not have the mechanical knowledge to know any better. The fact that they can charge for services that are not rendered is criminal and unacceptable. The fact is if I did not inspect and find this the parts could fail costing thousands more. Maybe that was the intent all along.

  Business Response

  Date: 03/18/2024

  Spoke with customer via text message 11:13 am 3/18/2024 regarding recent visit.  Offered the customer to perform service again then a refund to the original repair order.  His response was he filed the complaint with BBB and did not response to our offer.

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  No refund has been issued. Business has communicated but ceased communication once I stated BBB was contacted 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/19/2024

  See attached copies of text message. We offered a refund, did not get any response from customer expect for letting us know he was going to reach out to the BBB.  We offered, no response.

  Business Response

  Date: 03/20/2024

  See attached copies of text message. We offered a refund, did not get any response from customer expect for letting us know he was going to reach out to the BBB.  We offered, no response.

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I communicated with the business that they should issue a refund. This childish game of copying screenshots is ridiculous. The customer should not have to reach out for you to fix the problem. Issue the refund back to the card and stop pretending like you have anything to stand on for the fraud you have committed. This is exactly why a complaint was filed. 
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 03/20/2024

  Called and left a voicemail and sent email so that we can issue reimbursement for the service visit. $234.02 was charged. Awaiting response from ****************

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Business has said they will mail a check for refund. Once refund is recieved I will close the case. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 03/25/2024

  Check was recieved today and complaint can be closed and filed 

• Initial Complaint

  Date:02/20/2024

  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 went online to buy a car. Have no way to get anywhere found this car they couldnt sell it to me because I had too many problems. They found another car to buy send me a picture it was being gassed up it was electrically. I just thought it was been gassed up. They did the paperwork then let me know. It was an electric car and I told him I Had never Drove an Electric car. The day they delivered it took them from 9:30 in the morning till almost 2 in the afternoon to get it to me. I only live an hour and 27 minutes away so dont know why it took so long. But after I got the car, it only had 1 mile left on it plugged it into charge.It just showed me how to plug it in and they left showed me gave me the keys and left so I was waiting on this car to charge. I thought it would never get charged, I charged it at a certain amount of miles and drove to ******* one and a half miles went in just picked up a few things and came out and it wouldnt start cost me $100 to bring home on a tow truck bed. Called the next day and told him to come get the car. they said they would trade with me so they called me and they had this car that they were willing to trade with me so I thought fine and *****. I thought they were gonna give me all my money back on the car and trade with me which is a **** focus 2018. Nope they were only gonna give me $4000 for this car. I just got the day before when I talk being taken advantage of now thats what I call s******* somebody still today I still have the car they refusing to trade with me and I feel like Im majorly being taken advantage of. I have no man in my life to help me my family member lives an hour and a half away my other family member that lives close has her hands full And cant. Now why when youre at somebodys mercy especially a car lot and youre a woman I would think they would want me to ************* around and help get them business but instead they screwed me.

  Business Response

  Date: 02/21/2024

  ****************** purchased a vehicle on 2/13/24 and was aware that this car was an electric only vehicle as attached. The vehicle was delivered to her house once contracted since she did not have transportation to come pick it up. The following day she felt buyers remorse and wanted to return the vehicle, we told her if she brings it back to us by Saturday the 17th, we would allow her to return it for a full refund. We have sent her several options to trade out of her car into something else that she has not accepted.
  
  
  We are willing to trade her into something else for the full purchase price of $8995 before tax, aftermarket products, or extended warranties she purchased from her bank. This offer will be good until March 16th, 2024. 

   

  Thanks,

  ****** Lanie 

  Sales Manager

  Andy Mohr Ford

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

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled ******* veteran, I purchased the vehicle on July 31, 2023. I was told by the sales representative that I would receive a $500 military/veterans discount after I purchased the vehicle. After I purchased the vehicle and the sales rep, filled out the necessary registration for the discount and submitted it. A few days later, I received a email from ****************** with a certificate for $500. Since I was told by the sales rep, I would receive a check at my home address for the $500, I never thought about it anymore. Several months later, when I had not received the check, I contacted the sales rep and the sales manager at Andy Mohr Ford dealer in ******************* and was told that I was not eligible for the discount. They filled out the paperwork and submitted it on my behalf and told me that I was eligible, then months later, they tell me that I was not eligible for the discount. This just does not pass the smell test. I would have never bought a vehicle from that dealership had I known they did not recognize Military/Veterans with a discount. Not only am I upset about how I have been treated, but Im concerned about how other military/veterans have been treated and will be treated in the future, by this dealership and other dealerships owned by same.

  Customer Answer

  Date: 12/15/2023

  
  

  Business Response

  Date: 12/15/2023

  On Jul 31, 2023, ********************** contacted us from his home ************** and purchased a 2023 **** Bronco from Andy Mohr Ford. ********************** informed us he is a retired Veteran and asked if we honor ****s Military discount program. We informed ********************** we do honor ****s Military program on eligible vehicles and he must provide us with the Military certificate number which he can apply for on fordsallutesthosewhoserve.com. ********************** was informed if he can provide the certificate and purchased an eligible vehicle, the $500 would be mailed from **** to his home address. Per **** Motor Company, **** Broncos are not eligible for the $500 military discount which is what ********************** purchased from us. We have informed ********************** this is ****s program, not Andy Mohr Fords program and we must honor ****s program guidelines. Andy Mohr Ford has no reason to scam ********************** (or any other customer) as the $500 discount was not worked into the deal or claimed and the $500 would be mailed directly to customer by **** Motor Company, with no ******************** involvement in this process. 

  
  Below is the **** military website link to eligible vehicles that honor the **** Military discount. 
  **********************************************************
  

  
  

  Customer Answer

  Date: 12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have attached text messages between me and the sales representative and as you can see, he knew what vehicle I was buying and he shouldve known if it was eligible for the discount which you told me it was. And this was several days prior to the vehicle, even coming into the dealership they had ordered it had not arrived at the dealership yet. Once it arrived at the dealership and we had signed the paperwork and that was on July 31 of 2023, the sales rep completed the registration for the military veterans discount himself and submitted it. I received the certificate that I have attached for the military veterans discount All the time the **** dealership and the **** company knew what vehicle I had purchased they had me bring in a DD 214, which is a discharge papers from the military that the sales rep submitted when registering me for the discount. They knew all through the process what vehicle I was purchasing and all through the process , they said that I would receive the discount at my home address. I have an email from the sales manager stating that ***************** dealership does have a military/Veterans program but she would not tell me what that program was after I had asked several times. Again this all after The July 31, 2023 date that I purchased the vehicle. I understand that maybe for dealership did not include the purchase of a bronco but they shouldve understanding that too, and should not have told me that I was eligible for the discount they shouldve known that before they ever sold me the vehicle, I believe they just let me on until I purchased the vehicle and had no intentions of paying me the discount money. This is just not right you dont treat people the way that theyve treated me and Im afraid and Im not the first and unless something is done, I wont be the last  that treated this way. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 12/18/2023

  As a **** dealership, Andy Mohr Ford can only follow the programs as prescribed by **** Motor Company.  ********************** provided a certificate that is not compatible with **** Motor Companys incentive program.  ********************** purchased a vehicle that is ineligible for the Military discount program per **** Motor Company, not Andy Mohr Ford.   ********************** was not treated in any way negatively.

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The ********************** program had been in effect, for at least six months prior to the date that I purchased my vehicle. They should have known what the program consist of, and if my vehicle was not eligible, they shouldve told me that, instead they told me that I was *********** the military/veterans discount. The sales rep even filled out the paperwork for the discount after the date that I purchased my vehicle, so why wasn't they upfront with me? I have provided content of text messages between the sales rep and myself after the day that I purchased my vehicle, where he is still alluding to me receiving the discount by sending me the link to the discount. Then he agreeing to meet with me at the dealership and completing the registration, on my behalf. As I mentioned before, I would have never purchased a vehicle from that dealership without that discount!
  

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************

  
  

  Customer Answer

  Date: 12/20/2023

  If Andy Mohr Ford dealership would rather give me back the money that I paid for the vehicle, including my trade-in, instead of paying me the $500 military/veterans discount that they said I would receive, and a letter stating they will not scam military/veterans in the future. That would not be my preference, but if thats what it takes, Im willing to do it.