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:08/29/2023

  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.

  submitted letter of problem. have purchased two used vehicles in the last 7 months and have major issues

  Business Response

  Date: 08/30/2023

  To whom it may concern:

  ****************** traded in a 2018 **** Ecosport ($12,000 trade value) on July 1, 2023 to purchase a 2018 Chevrolet Trax. We only show one record of the Ecosport being brought into our service department after ********************** purchase which I have attached and was no charge to ******************. The Trax was brought in for overheating, which we did take care of as well at no charge to ******************. A couple days after purchasing the Trax, ****************** came in to say she wanted to return the vehicle after thinking about the purchase she had buyers remorse. We gave her the options available at the time, she then decided to keep the Trax. Following this time at our store, a couple weeks later, ****************** returned wanting to return the Trax again, our option at that time was to trade her vehicle in for something else at our **** Store location, we also offered to cover the registration cost. She then left frustrated that we wouldn't refund her money for both the Trax from July and the Ecosport from October 26th, 2022, after declining her request, she left and hasn't returned.

  Andy Mohr Ford will still offer ****************** to trade out of her 2018 Chevrolet Trax into another vehicle at full purchased price ($16,516 price for tax or fees) from our Andy Mohr Ford location, but will not be refunding or returning the vehicle as an option.

  Thanks,

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

  Andy Mohr Ford

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

  Customer Answer

  Date: 09/11/2023

  I did purchase a 2018 **** EcoSport around the end of October 2022 and paid cash of $******.  Around November I did bring the car in due to hearing my brakes however, the tech did not find any problems. As stated in my letter to the dealership News Year eve I hit a pothole to find out that this car did not come with a spare.  February of 2023, I hit another pothole busting my tire again, so I called the dealership speaking to *********** (****) inquiring about a fair trade. Was informed that he would have to speak to his manager and get back with me but he never did. In April I called the dealership requesting to speak to ***********. Spoke to *********************** who informed me that **** was no longer employed, however, to come in and see what he could do. I did go to the dealership however the few cars I did see , the milage was way too high. 
  
  July 1, 2023, due to having more problems with my tires,  and two lights had come on my dashboard ,  I decided to go back to the dealership,hopefully trading for another vehicle.  First problem was at time of purchase my car had a slow take off but was informed by the salesman that it was due to the car being a 4 cylinder.  As *********** **** was taking my car to get appraised, he stated that my car had a transmission problem along with other problems and is why the lights were on.  Due to these problems with this car, I felt that I had no other choice but to get another car.  I asked what they were going to do with the car and coppers response was probably junk it. The only car I did sort of like was the 2018 trax but the main problem was the mileage of ******. I had just paid ****** for the first car , why would I want to get another vehicle which now gives me payments. Yes, I thought about it and at the time of purchase I was just overwhelmed that I just lost ****** on a car that had problems at the time of purchase , now if I need transportation, I will have to get some type of vehicle to get around, back and forth to work. Only option given on 07/03/2023 was trade the second car of two days back in for the EcoSport with damages , however,will have to pay the difference per ****** which will be more money which I could not afford. After purchasing two cars and both were no good why would I want to purchase a third car from this dealership. ****** stated that he would pay for the registration if I purchased another car from them.  I asked were my two cars certified and    ****** said yes however the cars come in and out so fast that they do not have time to inspect fully. Each time I went to the dealership I asked ****** about the EcoSport . his first response was probably sent to the junk yard or auction.  I asked all was wrong with the car and all he stated that it had several problems.
  
   Regarding record of service,yes again I did bring my first car in for brakes.  Saturday 07/07/2013 , a week after I had my vehicle , my car started overheating so on 07/08 i brought my car in to the shop.  The tech has left for the day so I returned on Monday 07/ 10/2023,   however was informed that the tech could not find any problems. 07/17/2023 my car started overheating again so I i took car back in and was given a loaner. Car was in the shop for one week and two days. On 7/26/ clearance in service called me stating that my car was ready and that my air conditioner was also repaired. ****** states that all work was done at no charge. I had this car for one week. The warranty had not kicked in yet. On 07/27 I called clearance back due to hearing a loud but sporadic noise from my backs.I would call or go into the shop several times during the next few weeks.  Went I probably went two to three times.   I believe around 08/05/2023 I spoke to ***** who rode around the building with me listening and did hear this noise. He did tell me that it was my rotors but if it was him, he would not do anything. He got out of the car, and I drove around then went back speaking to clearance. Informed him of what ***** stated so he asked ***** what he told me.  Clearance states that it is more than likely my drums however need to hear more .  08/05/2023 the noise is still sporadic but getting louder so I went back to the Plainfield store to get my car inspected but could not find the problem.  Clearance told me to take the car to a ***** dealer in which I did.  A ***** tech road with me and heard the noise as soon as I took off.  Chey dealership stated that my car does not come with a warranty for breaks.  A call was made to the Plainfield shop and was informed by clearance to make out a ticket to perform a diagnostic on this car. Was told to return on Tuesday 08/07/2023 for this diagnostic testing however was also told that even If they found something I would still have to pay for the labor.   

   

  i have purchased two  lemons from andy mohr Ford and for that do not trust them at all. all my problems were within the first 30 days.  I do not want any car from them so why would i return.  the Ecosport is still on the lot so something is still wrong with it.
  
  

  
  

  Customer Answer

  Date: 09/12/2023

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

  I did purchase a 2018 **** EcoSport around the end of October 2022 and paid cash of $******.  Around November I did bring the car in due to hearing my brakes however, the tech did not find any problems. As stated in my letter to the dealership News Year eve I hit a pothole to find out that this car did not come with a spare.  February of 2023, I hit another pothole busting my tire again, so I called the dealership speaking to *********** (****) inquiring about a fair trade. Was informed that he would have to speak to his manager and get back with me but he never did. In April I called the dealership requesting to speak to ***********. Spoke to *********************** who informed me that **** was no longer employed, however, to come in and see what he could do. I did go to the dealership however the few cars I did see , the milage was way too high. 
  
  July 1, 2023, due to having more problems with my tires,  and two lights had come on my dashboard ,  I decided to go back to the dealership, hopefully trading for another vehicle.  First problem was at time of purchase my car had a slow take off but was informed by the salesman that it was due to the car being a 4 cylinder.  As *********** **** was taking my car to get appraised, he stated that my car had a transmission problem along with other problems and is why the lights were on.  Due to these problems with this car, I felt that I had no other choice but to get another car.  I asked what they were going to do with the car and coppers response was probably junk it. The only car I did sort of like was the 2018 trax but the main problem was the mileage of ******. I had just paid ****** for the first car , why would I want to get another vehicle which now gives me payments. Yes, I thought about it and at the time of purchase I was just overwhelmed that I just lost ****** on a car that had problems at the time of purchase , now if I need transportation, I will have to get some type of vehicle to get around, back and forth to work. Only option given on 07/03/2023 was trade the second car of two days back in for the EcoSport with damages , however, will have to pay the difference per ****** which will be more money which I could not afford. After purchasing two cars and both were no good why would I want to purchase a third car from this dealership. ****** stated that he would pay for the registration if I purchased another car from them.  I asked were my two cars certified and    ****** said yes however the cars come in and out so fast that they do not have time to inspect fully. Each time I went to the dealership I asked ****** about the EcoSport . his first response was probably sent to the junk yard or auction.  I asked all was wrong with the car and all he stated that it had several problems.
  
   Regarding record of service, yes again I did bring my first car in for brakes.  Saturday 07/07/2013 , a week after I had my vehicle , my car started overheating so on 07/08 i brought my car in to the shop.  The tech has left for the day so I returned on Monday 07/ 10/2023,   however was informed that the tech could not find any problems. 07/17/2023 my car started overheating again so I i took car back in and was given a loaner. Car was in the shop for one week and two days. On 7/26/ clearance in service called me stating that my car was ready and that my air conditioner was also repaired. ****** states that all work was done at no charge. I had this car for one week. The warranty had not kicked in yet. On 07/27 I called clearance back due to hearing a loud but sporadic noise from my backs. I would call or go into the shop several times during the next few weeks.  Went I probably went two to three times.   I believe around 08/05/2023 I spoke to ***** who rode around the building with me listening and did hear this noise. He did tell me that it was my rotors but if it was him, he would not do anything. He got out of the car, and I drove around then went back speaking to clearance. Informed him of what ***** stated so he asked ***** what he told me.  Clearance states that it is more than likely my drums however need to hear more .  08/05/2023 the noise is still sporadic but getting louder so I went back to the Plainfield store to get my car inspected but could not find the problem.  Clearance told me to take the car to a ***** dealer in which I did.  A ***** tech road with me and heard the noise as soon as I took off.  Chey dealership stated that my car does not come with a warranty for breaks.  A call was made to the Plainfield shop and was informed by clearance to make out a ticket to perform a diagnostic on this car.  Was told to return on Tuesday 08/07/2023 for this diagnostic testing however was also told that even If they found something I would still have to pay for the labor.   

   

  i have purchased two  lemons from andy mohr Ford and for that do not trust them at all. all my problems were within the first 30 days.  I do not want any car from them so why would i return.  the Ecosport is still on the lot so something is still wrong with it.
  

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

  
  

  Business Response

  Date: 09/12/2023

  To whom it may concern,

   

  Andy Mohr Ford will honor to trade ****************** out of the Chevrolet Trax for the purchase price before tax paid of $16,516 towards any vehicle on our **** location lot. This offer is good until September 30th, 2023. If there are any questions please reach out to me personally anytime, my information is located below.

   

  Thanks,

   

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

  Andy Mohr Ford

  Sales Manager

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

  Customer Answer

  Date: 09/12/2023

  I did purchase a 2018 **** EcoSport around the end of October 2022 and paid cash of $******. Around November I did bring the car in due to hearing my brakes however,the tech did not find any problems. As stated in my letter to the dealership News Year eve I hit a pothole to find out that this car did not come with a spare.  February of 2023, I hit another pothole busting my tire again, so I called the dealership speaking to *********** (****) inquiring about a fair trade. Was informed that he would have to speak to his manager and get back with me but he never did. In April I called the dealership requesting to speak to ***********. Spoke to *********************** who informed me that **** was no longer employed, however, to come in and see what he could do. I did go to the dealership however the few cars I did see ,the milage was way too high. 
  
  July 1, 2023, due to having more problems with my tires,  and two lights had come on my dashboard ,  I decided to go back to the dealership, hopefully trading for another vehicle.  First problem was at time of purchase my car had a slow take off but was informed by the salesman that it was due to the car being a 4 cylinder.  As *********** **** was taking my car to get appraised, he stated that my car had a transmission problem along with other problems and is why the lights were on.  Due to these problems with this car, I felt that I had no other choice but to get another car.  I asked what they were going to do with the car and coppers response was probably junk it. The only car I did sort of like was the 2018 trax but the main problem was the mileage of ******. I had just paid ****** for the first car , why would I want to get another vehicle which now gives me payments. Yes, I thought about it and at the time of purchase I was just overwhelmed that I just lost ****** on a car that had problems at the time of purchase , now if I need transportation, I will have to get some type of vehicle to get around, back and forth to work. Only option given on 07/03/2023 was trade the second car of two days back in for the EcoSport with damages , however, will have to pay the difference per ****** which will be more money which I could not afford. After purchasing two cars and both were no good why would I want to purchase a third car from this dealership. ****** stated that he would pay for the registration if I purchased another car from them.  I asked were my two cars certified and    ****** said yes however the cars come in and out so fast that they do not have time to inspect fully. Each time I went to the dealership I asked ****** about the EcoSport . his first response was probably sent to the junk yard or auction. I asked all was wrong with the car and all he stated that it had several problems.
  
  Regarding record of service, yes again I did bring my first car in for brakes.  Saturday 07/07/2013 ,a week after I had my vehicle , my car started overheating so on 07/08 i brought my car in to the shop.  The tech has left for the day so I returned on Monday 07/ 10/2023,   however was informed that the tech could not find any problems. 07/17/2023 my car started overheating again so I i took car back in and was given a loaner. Car was in the shop for one week and two days.On 7/26/ clearance in service called me stating that my car was ready and that my air conditioner was also repaired. ****** states that all work was done at no charge. I had this car for one week. The warranty had not kicked in yet. On 07/27 I called clearance back due to hearing a loud but sporadic noise from my backs. I would call or go into the shop several times during the next few weeks.  Went I probably went two to three times.   I believe around 08/05/2023 I spoke to ***** who rode around the building with me listening and did hear this noise. He did tell me that it was my rotors but if it was him, he would not do anything. He got out of the car, and I drove around then went back speaking to clearance. Informed him of what ***** stated so he asked ***** what he told me.  Clearance states that it is more than likely my drums however need to hear more . 08/05/2023 the noise is still sporadic but getting louder so I went back to the Plainfield store to get my car inspected but could not find the problem.  Clearance told me to take the car to a ***** dealer in which I did.  A ***** tech road with me and heard the noise as soon as I took off.  Chey dealership stated that my car does not come with a warranty for breaks.  A call was made to the Plainfield shop and was informed by clearance to make out a ticket to perform a diagnostic on this car. Was told to return on Tuesday 08/07/2023 for this diagnostic testing however was also told that even If they found something I would still have to pay for the labor.
  
  
  

• Initial Complaint

  Date:08/14/2023

  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.

  On August 8-2023 I purchased a 2015 Chev pickup from Andy Mohr Ford in Plainfield. Total cost was $21,905.63 plus my used truck trade in. The transaction went better than I expected until I picked up my just purchased truck from salesperson *******************. He handed me 1 key fob and key. I asked where the second one was. He said there was only one. I'm 73 years old and presently own 3 pickup trucks and another personal vehicle. When you trade in a vehicle you are expected to provide 2 sets of keys and when you purchase you expect to be provided 2 sets. I told the salesperson I should have been made aware there was only one set before I purchased the vehicle. To resolve the situation I suggested going across the street to ***************** Chev. and they get me a second set. My salesperson said they wouldn't do that, it would be over $400. Then he said an aftermarket key and fob maker was scheduled to make a stop at the **** dealership Thursday Aug. 8th, he said he would talk to his boss about getting a second one made. I asked him to call me on Thursday either way. He didn't. On Saturday I called the salesperson (****) and he said only 1 was provided by the seller and that was all that was going to be provided to me. Not liking the answer, I recalled the dealership and was able to talk to one of the used vehicle managers, he said only 1 set came with the trade in and no more would be provided. I offered to have one made at Batteries Plus in Richmond for $203.59 plus tax and provide a receipt, if the dealership would reimburse me. He said they wouldn't do that. I still believe their is an expectation that when you purchase a vehicle (new or used) that two sets of keys will be provided. Thank you. ****

  Customer Answer

  Date: 08/15/2023

  NO THE SALESPERSON ID NOT PROMISE 2 SETS OF KEYS.  YOU GET 2 SETS ON A NEW VEHICLE, YOU ARE EXPECTED TO PROVIDE 2 SETS WHEN TRADING IN OR SELLING.  IF NOT YOU WILL BE CHARGED FOR A REPLACEMENT. AND AS A BUYER I HAVE ALWAYS RECEIVED 2 SETS OF KEYS.  IF THERE WAS ONE SET ONLY I BELIEVE I SHOULD HAVE BEEN MADE AWARE OF THAT PRIOR TO COMPLETING THE *****  

  Business Response

  Date: 08/16/2023

  To whom it may concern,

   

  Any and all issues have been resolved with **************. If you need any further questions or concerns feel free to reach out to me *********************** at ************.

   

  Thanks,

   

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

  Sales Manager

  Andy Mohr Ford

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

• Initial Complaint

  Date:06/23/2023

  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.

  The dealership sold me a truck with a broken frame and also sold my trade in before they inspected the truck i was buying. They paid the truck off and got me a different truck that supposedly passed inspection. I took it back in to find out it also had a broken frame and they are currwntly still making me drive the truck.

  Business Response

  Date: 06/23/2023

  **************** purchased a 2011 Chevrolet Silverado in May 16, 2022.

  He called in to the store 6/9/2023 stating that on his last vehicle service the repair facility he takes his vehicle to noticed that the frame had a rust spot in it. I invited him in so that we could inspect the frame for him. The frame was not rusted through when we originally serviced the vehicle but is now rusted through. I told him we would work with him on finding him a truck to trade in on. I am surprised to get notification on this as we are working with **************** currently to find him a replacement vehicle.
  

• Initial Complaint

  Date:06/19/2023

  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.

  In February 2023 my wife and I purchased a used 2017 ****** Pathfinder with 90 thousand miles on it for around $15,000 from this dealership even despite all the critics telling us not to. Well come to find out that we should have listened to the critics!!!! Took the Pathfinder in for its VERY first oil change since purchasing it a couple months ago. Prior to taking it in I had noticed the check engine light had come on. It had a hard start and fluttered a bit but fired right up. So I figured it might have something to do with fuel. So I asked the ****** dealership that we took it to for the oil change to please pull the engine light code for me to see if it was something I could fix on my own or if it was something a bit more complicated that I could not handle at home. Later that day I get a text message from the service writer and its video of the mechanic pulling out thick sludge from the oil fill cap and sludge from inside the engine block. The sludge coming from the oil pan was so thick it looked like pudding. I was a certified Ford mechanic for almost 10years. I know this didnt just happen overnight and most certain it didnt happen in the three months we have had the vehicle. Someone did not do their job properly and released this car to be sold knowing it was a piece of c*** After reviewing the car fax for maintenance records show it had two oil changes and full inspections at two different ***************** dealerships. Someone dropped the ball. I was informed by the current dealership that my vehicle that I just purchased from what I thought was a reputable car dealership sold me a POS lemon and that it now needs a new engine! A NEW FREAKING ENGINE!!! How do you let this car go through not one but two big ***************** dealerships inspections and oil changes and pass to sale???? This is ridiculous. So now my wife and I are praying that the warranty company will approve this fix because if they dont I will be screwed. I think ***************** should apologize to me and my wife and offer some type of compensation to help pay for this massively expensive repair!!!!!!

  Business Response

  Date: 06/21/2023

  Hello

   

  I cannot find a record of this customer having purchased or service this vehicle at this loication.  Can more infirmation be provided or could it be a different location?  The stores operate independently

• Initial Complaint

  Date:06/17/2023

  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.

  For starters, no complaint with my salesman. Great guy and did everything he could. They do not do an inspection on cars before seeking them. Bought a 2012 Jetta TDI with 80xxx miles from the Used side of the **** lot. Third day (still hadnt burned 1/2 tank of fuel) cv axle falls out on passenger side. Had it towed back to the dealer. Told me a number of times that I signed as is. Had it towed somewhere to replace the missing bolts in the passenger side cv axle and the loose bolts on the drivers side that almost came out as well. Upon inspection I noticed the drivers side had the same problem at a different time and was cheaply fixed with JVWeld. Contacted the manager again and told I signed as is. Now fixing the cheap fix because it leaking fluid everywhere and noticed it put a hole in the side of the transmission roughly 3/8 x 3 long. Also, the car has an emissions light come on that can be replaced via warranty on emissions equipment but only if I replace another part for $1350. I can totally understand if I bought a cheap car I would expect severe problems. For what I paid, I paid for a good commuter car, not a fixer upper. All of the problems I stated would have been seen if they had done a used car inspection when the car was traded in

  Business Response

  Date: 06/21/2023

  To Whom it may ***************** regards to ******************** complaint about the 2012 ********** Jetta TDI he purchased from Andy Mohr Ford on 5/10/23. **************** came in on a freshly traded vehicle that had not been safety inspected. The vehicle was discounted from $13,995 to $11,000 saving the customer a total of $2,995. **************** decided to purchase the vehicle in it's current condition knowing the Jetta was uninspected and sold as-is for $11,000 plus tax and fees. When **************** called in several days after his purchase, demanding Andy Mohr Ford fix his vehicle for free. **************** states he understood the vehicle was just traded for and sold to him in as-is condition, as he also stated in his complaint. Andy Mohr Ford informed him that the vehicle was sold as-is and the store would not be paying for any repairs. However, we did offer to trade him out of the vehicle at his full purchase price of $11,000 for trade or we would unwind his deal all together for a full refund if he was unhappy. **************** knew that he got a great deal on the vehicle and was not interested in a refund or trading the vehicle in on something else. Our offer still stands, if he would like to trade the vehicle or get a full refund, but we will not be paying for repairs on the vehicle sold as-is.

   

  Thanks,

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

• Initial Complaint

  Date:05/30/2023

  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.

  Vehicle was purchased new with what was told to ** was a ************ contract. Vehicle had catastrophic engine failure in Nov 2022. I was told a new motor would be installed, when we picked up the truck a USED motor was installed. This vehicle has been back in the shop multiple times for engine leaks related to replacement, The truck is currently in the shop for over a month unrepaired. It appears dealer is refusing to repair the truck. Vehicle was always serviced by **** dealers since purchased new and most times by this dealer. I feel the new motor I was told I was getting should be installed

  Business Response

  Date: 05/31/2023

  Customer does have a service contract with Century Extended Warranty. The extended Warranty sent a replacement engine to fix customers vehicle back in Nov of 2022. Customer came back in on 2/9/23 for oil leaking, we found oil pan gasket leaking. We replaced the oil pan gasket also covered by customers extended warranty. Customer came back in on 2/28/23 for oil leak concern again and we showed customer with pictures that the engine had no oil leaks at that time. Customer returned 5/3/2023 for engine oil leak and check engine light. Vehicle also needs a coil and spark plugs but the customer wants to address the oil leak first. Customer has also already spoken to his Extended Warranty (Century) and is aware that the engine supplier has been difficult to make contact with in order to get this covered. Nothing has been refused and we are keeping constant contact with customer and Century to get this resolved for the Customer.

  Customer Answer

  Date: 06/02/2023

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

• Initial Complaint

  Date:04/11/2023

  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 went into the dealership on Feb. 11 to test drive the Wrangler and Bronco to determine which one I preferred but let the salesman know from the beginning that I wasn't interested in purchasing anything until April. After the test drive, I asked him to keep an eye out for any Cactus Grey Broncos within a very specific, lower end price range. He said he wanted to take a look at what was coming in so we waited to see what he found. He came out and set down a sales sticker for a Cactus Grey Bronco in the price range I wanted that he said would arrive in the next month to month and a half, sometimes they come sooner but he wanted to under promise and over deliver. We could put down $1000 that day to hold the vehicle for us and it would go towards the price of the vehicle. It seemed like a good deal and ***************** is a reputable dealer so we decided to put down the deposit. Fast forward 2 months and the vehicle has not yet arrived and we are closing in on the date we need the vehicle. I have contacted the salesman as well as the store manager and had several discussions. They can't give me a date that the vehicle will arrive and don't even seem to know if it is damaged or what has happened. The sales manager said I could put my money towards another vehicle on the lot but none of the options are comparable to what I put the deposit towards. They are either completely different models or they are way higher in price than what I want to spend. She said that she is not doing a bait and switch but that is what it feels like to me. She said since we signed the form for non-refundable they can just hold onto our money. It doesn't seem right that they can keep my deposit indefinitely for a vehicle that hasn't been delivered in the timeframe originally given. She said it was just an ETA and not a definite date but we would never have put our money down had we known it would not be here by now.

  Business Response

  Date: 04/12/2023

  ****************** and her husband came in looking for a Bronco on Feb 11, 2023. We did not have one at that time sitting on the lot that would work for them. The salesman and I searched incoming available Broncos and reviewed the options with ******************. She picked out a Cactus Grey Bronco Big Bend. I informed her this particular unit was reflecting in transit from the plant. We gave the customer an estimated time of arrival. The customer placed a non refundable deposit to secure the vehicle and prevent another customer from purchasing this unit. The estimated time of arrival has been pushed back by ****, which is why Andy Mohr Ford does not guarantee a delivery date. While ****************** was waiting for the vehicle to arrive, we offered ****************** every available Bronco that has arrived. ****************** was specific on the Cactus Grey color and wanted to stay at the amount originally agreed upon. Per the non-refundable deposit agreement, all customers inquiring on this particular vehicle were turned away as this vehicle has been held for ******************. ****************** reached out to us requesting we give her deposit back. She informed us she wants to use the money at another dealership with a just arrived Bronco. I reviewed her deposit form and that it was non refundable. I did offer to transfer her deposit to any vehicle sitting on the lot, new or used and any make or model. Customer declined to transfer her deposit to another unit. ****************** Bronco is in transit status at the time of this email.

  Customer Answer

  Date: 04/12/2023

  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. 
  
  Some key information was left out of the business response to my complaint.  I was clear from the start on what my preferred price and color were but the color was somewhat negotiablethe price really wasnt.  The alternative options she presented were either completely different makes ***** Edge or Expedition, maybe something else) or Broncos that were thousands over the price I am willing to pay, none of which were acceptable options based on what I was looking for, which was one of the reasons that I put the deposit down in the first place.  When I asked if they could negotiate on price on the more expensive Broncos that they had after it was past the expected arrival date, they said they could give me MSRP which was still $7,000 more than the vehicle I wanted.

  We were advised by our salesman that the vehicle was estimated to arrive within a month to a month and a half.  We were not told that it could be longer than that nor that it could be an indefinite amount of time.  As was stated in the businesss response, the vehicle still shows as in transit, which it has shown since Feb. 11th.  Something is amiss with this vehicle.  The manager, ******, even stated in a phone conversation with me that she is looking for answers as to whether the vehicle has been in an accident but has not gotten confirmation.  She also said this very rarely happens.  
  

  If that is the case and she is as sorry as she said she was over the phone, it seems she should do the right thing in this situation and refund my money. If others are inquiring about the vehicle then they should have no problem with selling the vehicle if it ever actually makes it to their lot, which seems quite doubtful at this point.

  Ultimately, it seems to me that they used this vehicle as bait to get me to commit to purchasing from them and they have continued to try to get me to purchase something less desirable and more expensive, although I was clear about my parameters.  I feel this is a really shady business practice and that they should not be able to keep my money when they did not and still have not gotten the actual vehicle on their lot.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:01/16/2023

  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 put a deposit for a ********************* March of 2022 of $1000 USD. Was told it was non refundable if the truck arrived and I decided not to buy it. I was told the order banks would open up mid summer and I would be one of the first since I put down a deposit. Well the order didnt get placed until September and the dealer hand wrote on the order price subject to change and could take ***** months. When I asked the salesman he said that was conservative estimate, it would be the spring. Well I need a new vehicle and they cant produce it and couldnt promise it would be in to take advantage of the 6month or 6K miles trade In program if I bought a vehicle with close to the same price. When I decided I cant wait that long I asked for my deposit back.. and they said it was non refundable under no circumstances. I was mislead and lied to about the circumstances of said deposit. I was beyond upset and had to leave before causing a scene. Absolute theft and zero transparency to this day I have no order number or VIN and told them to cancel the order. I was willing to buy but I need a vehicle and the costs keeps climbing. When I called **** Motor Company and reported this bad practice. They said I have to cancel through the dealer. The dealership will be able to sell the vehicle due to the demand. I have been ghosted since the request.

  Business Response

  Date: 01/18/2023

  ******************** came in to the dealership March 3, 2022 to order a new Maverick. ******************** provided us with the options he would like on his new Maverick. We reviewed with ******************** that due to the high demand and limited production of ************************* they are scheduled to begin building orders again in mid to late summer of 2023. To lock in his order, a $1000 non refundable deposit would be required. ******************** agreed to this, provided his card information, signed the credit card authorization form and initialed that it was non refundable. 

  
  The order banks for a new Maverick opened September 19th, 2022. The final order sheet as well as agreement to purchase was sent over to the customer to review and sign if everything was correct. We make every possible effort to be transparent to the customer, so our process is to  have them sign the order sheet acknowledging the options are correct, sign the agreement to purchase sheet, initial that there is a chance ****************** will have a price adjustment before their vehicle is built, and finally initial that we are estimating based on current delivery times, but they are not guaranteed. ******************** signed/initialed all required areas and the final order was submitted to **** September, 19th, 2022. 

  
  On January 7th, 2023, ******************** came in to the dealership and talked with a salesman about cancelling his order and getting his deposit refunded. He didn't like the salesman's response about non refundable deposit, spoke to the New Car Director, same response of non refundable deposit, and then spoke to the General Manager who gave the same non refundable deposit answer. We pulled out the documents to show him his signature where he agreed to the non refundable deposit. ******************** stormed out of here mad. 

  
  We will not be refunding Mr. ********* deposit at this time. We will reach out to ******************** once his ordered ******** arrives. 
  

  
  

  Customer Answer

  Date: 01/19/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The dealership can not provide an order number or VIN number. I asked to cancel the order. No response. Also they didnt write in the deposit was non refundable under NO circumstances. I was lied to. This is a bad business practice. From the manger to the sales team.
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/13/2023

  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.

  On January 13, 2023 at 8:58 a.m., I responded to Andy Mohr Ford dealer's ad on Autotrader.com for a 2006 **** E-250 van (VIN *****************, Stock #: T37603A) with more than ******* miles for $2,500. The dealer emailed me at 9:13 a.m. on the same day and confirmed the van was available for sale (within fifteen minutes of my initial inquiry) and offered a test drive. Due to the age of the vehicle, I responded to the dealer via email at 10:26 a.m., and told them I would be sending a mechanic to inspect and drive the vehicle. The dealer agreed via email immediately, and when the inspector called the dealership (within 10 minutes of my $199 inspection payment processing), the inspector set up a same-day appointment with arrival set to within a hour. When the inspector arrived at the dealer at the agreed time, the dealer told the inspector the van was sold. However, I later found out that the dealer advertised this information under false pretenses, because no such van was on their premises at all on the day I was told the van was available for sale and test drive. I'm not sure why the dealer agreed to the inspection appointment, but the inspector charged me $199 that I cannot recover (unless the dealer reimburses me for their deceptive sales practices). It seems like I am a victim of a bait-and-switch tactic. The dealer wanted to lure me to the dealership in order to persuade me not to view the car they falsely listed online. I have complained to the Secretary of State and the Attorney General of ******* related to this. At the time of this complaint, the dealer is still using the same advertisement on Autotrader.com to lure buyers under false pretenses.

  Business Response

  Date: 01/13/2023

  To whom it may concern,
  
  
  *************************** had sent a lead in to our dealership just before 9am today requesting information about an Auto Trader listing. Our internet department answered the customer's questions also asking when they could come check the vehicle out. The customer had an appointment at noon to come check out the vehicle in person with an inspector we cannot hold vehicles and it was sold prior to their arrival of the customer's independent inspector, who showed up at 12:28pm. The dealership is not going to reimburse the customer for an independent inspection that was not brought to our attention until after the customer missed out on purchasing the vehicle.
  
  
  Thanks,

   

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

  Sales Manager

  Andy Mohr Ford

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

  Customer Answer

  Date: 01/17/2023

  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. 
  
  *********************** (named as ***************** Sales Manager) has not addressed the complaint at all. If the vehicle was sold or in the process of being sold within that very short timeframe, why would his team set an inspection appointment with me (another potential buyer)? Why was the AutoTrader listing active long after the time of the supposed sale? Why would his internet salesperson confirm availability of the vehicle long after the time of supposed sale to a different potential buyer (a friend of mine)? Why would the owner of a neighboring business offer the surveillance footage showing the van never entered or left his car lot? And, above all else, why cant the Sales Manager provide a bill of sale proving that the van was sold on that date during that timeframe? I can answer that last question - the answer is simple. Andy Mohr Ford used deceptive sales practices to lure a buyer to their lot for a van that was not on their property at all that day. The dealership staff continued their dishonest practices when they confirmed an inspection appointment for a van that did not exist. The dealership could have informed the inspector over the phone that the van was being sold at that moment. There was no sale. ****************, the van was sold prior to 12:28 p.m., but did ****** forget that his dealership staff confirmed the appointment between 11 a.m. and noon on the same day? I guess when your dealership sells invisible cars for invisible money recorded on invisible documents, the public cannot rely on you to be professional. *********************** is within his right to fail to acknowledge and address my customer concerns, as I am well within my rights to *** the company for the return of my inspection fee and related legal fees, as well as continue to report the business deceptive practices to the appropriate authorities. Im sure a judge will side with me, as Ive already completed a consultation with a reputable attorney who agreed to file on my behalf should the business decide not to refund my $199 inspection fee for the appointment they confirmed for a vehicle that does not exist.
  
  Regards,

  
  
  ***********************;

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Bought a used 2016 **** Explorer from this dealership on Sept. 20, 2022 for which a manager's cheque in the sum of $24,000 was made available for this purpose. Precisely 5days after purchase, I noticed the air conditioning system with the driver's heated seat were not working; I reached out to the sales person *************************** and he's response was "you declined warranty purchase" then had me referred to the service ***** Just of recent exactly on Friday Dec. 30, 2022 while driving home from work, I heard a funny noise from the vehicle but stopped after sometime. However on Saturday Morning i.e December 31, 2022 while I went to the airport to pick my brother in-law the same noise surfaced and I noticed some oil stain in my garage which I later discovered was the transmission oil. Reached out to the sales person once more and he felt so unconcerned as he responded saying "we advised you purchase an extended warranty which you declined". I contacted the dealership service department and I took the vehicle in for a transmission flush, only to be contacted afterward that the gear is broken. At this point and given the statement of the sales person regarding warranty, I am led to believe that the dealership knew this vehicle was not in perfect condition prior to the sale and I am most certain there were no form of Pre-inspection done on the same as one would have expected of a big dealership like Andy Mohr Ford. I am now being provided with an estimate of about $4,200 to get the vehicle fixed and the sales person ****** could not be bothered about how I feel at this point. Need I say here that I have had several other vehicles bought from other dealerships and not for once did I have any experience near what I am being faced here with Andy Mohr Ford. I felt scammed by this dealership and I here am seeking your assistance to get this issue resolved as I am being treated in an unjust manner due to the fact that I am black and of African origin.

  Business Response

  Date: 01/11/2023

  To Whom It May **************************** receiving this notice I reached out to ****************** to discuss possibilities and options for moving forward. ****************** purchased a 2016 **** Explorer from Andy Mohr Ford on September 20th, 2022 with ****** miles. **** negotiating the deal at the dealership, ****************** decided to remove the warranty protection option for a cheaper purchase price, declining the certified warranty coverage. On December 28th, 2022 he noticed noise from under the vehicle and scheduled an appointment with our service department to have a transmission flush at his expense. On January 6th, 2023 he was told an estimate for possible repairs needed of $4,179.19, the vehicle now has ******. The customer has put ****** miles on the vehicle in less than 3 months. Andy Mohr Ford offered to help on the labor cost of the repairs needed if the customer decides to move forward on them. The vehicle was purchased in as-is condition and Andy Mohr Ford will not be paying for any repairs. 

  
  
  Thanks, 
  
  
  --
  ***********************
  Used Car Manager
  Andy Mohr Ford
  o. ************