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:09/23/2022

  Type:Order 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 or about August 21, 2022, I placed a $1,200 down payment on a 2015 Buick Encore at Town & Country Ford. My co-signer and I were approved from our understanding and we were able to drive off the lot with a new car. We drove the car for about a month when I received a text message on September 21, 2022 from my sales representative, ******* ******. He informed us that the “bank who approved us pulled out of the deal” & that we “needed to bring the car back today.” I was devastated. my whole life and daily routine was planned around this car and now it was being taken from my family for reasons that don’t seek legitimate or real. We were told it was because of failure to verify job information on my co-signers end, but Greg never asked my co-signer for any employment information or wage verification as the deal was based solely upon MY income, in which I provided wage and employment verification to Greg and was approved based off of those things. My co-signer solely provided the drivers license to lease the vehicle, as I am currently only a permit holder. This has deeply affected my mental state and life. This mistake done by the sales rep has deeply and negatively impacted my life and daily routine and the mental state of both me and my co-signer. This situation and carelessness upon this car lot has changed my view on purchasing cars in my future. This situation is inconvenient, adverse, unethical and ridiculous. We were under the impression that we got approved and everything was fine. However, we got to drive our vehicle for one month and it was snatched from us for reasons that make no sense. Town & Country Ford has been known for bad business, stealing cars and selling them, and being unprofessional liars. Gregory Butler, and the entire Town & Country Ford need to be held responsible for the lack of notice they provided us concerning the deal falling through as they gave us a same-day warning to bring the car back and letting us drive off the lot unapproved

  Business Response

  Date: 09/24/2022

  Regarding complaint  #********
                                          ****** ******
  
  
  
  It is correct we delivered the 2015 Encore to *** ****** on
  the 21st of August, we did have an approval based upon “both” the
  maker and Co-signers job, income and credit history. The reason for a co-signer
  is the buyer cannot purchase on their own. We had assumed the applications
  information was honest and accurate as to income and job time on both the
  people filling it out. When the bank calls to verify employment and job times
  on all applicants they found the income was grossly over stated and job time as
  well on the co-signer. Again *** ****** could not have purchased the car
  without a co-signer and the co-signer had to be stable and income accurate. We attempted
  to get them done at another bank but ran into the same issues. We informed *** ****** that we cannot get the bank to purchase the loan do miss information on
  the co-signer and no one else would buy the loan so we needed them to return
  the car. So when *** ****** arrived at the dealership the car had bullet holes
  and also been wrecked with damages into the thousands. So with those circumstances
  we will not be refunding her the down payment. As for correcting the credit
  report, there is nothing to correct that is there credit from prior loans and has
  nothing to do with Town and Country. Town and Country Ford relies on the
  information to be correct from the customer and is not responsible for the
  customer falsifying credit apps in order to get a loan. As for the some of the ridiculous
  claims made, remember we have been in business 50+ years and have an outstanding
  customer service record. We are truly sorry this happened but do not feel responsible
  for miss information given by the customer.

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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. Please respond here ONLY]
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2019 Ford fusion was bought brand new( 3 miles on it) from Ford town and county in ********** ******** *n March 2019 . Since then it’s been in the shop 4 times for a number of things from transmission to having putting supposedly a brand new engine inside . It’s currently in the shop for an emissions pump and. BLack smoke is coming out of the tail pipe! This car has less than 50 k miles on it with a brand new engine in it and they are trying to charge me almost 1000$ to fix it . When “ a new engine “ was out in I was told my warranty started over and now it’s a different story .
  Aside from that the service manager Wayne is the rudest person I’ve ever encountered and shouldn’t be in any kind of customer service situation. So after much debate I told them to go ahead and fix the car because I had no choice at the moment. This was on 9/9/22 . Around 1130am on 9/10/22 a women named ***** informed me that my car was finished and that my keys were in the “bucket “ meaning it was done and that warranty covered it so I could pick it up at any time even after they closed because I had an extra key and I owed nothing according to the paper . I thought they had found a way to get it fixed since the car has been through so much and it’s still a new car and has been in the shop 4 times !On 9/11/22 I was given a ride there to pick up the car only to find they hadn’t fixed ANYTHING. No work had been done and from the paperwork you could clearly see that so why this women told me it was done and covered under warranty is a mystery . I believe it was done on purpose because it clearly stated on the paper nothing was fixed . Needless to say I was upset and the service dept was closed so I spoke to a manager inside the sales dept. He assured me it would be taken care of and needless to say the next day they couldn’t even find my keys to move the vehicle . So I called again to speak with someone who could help and was called a “ ******* *****” and hung up on instead of transf

  Business Response

  Date: 09/20/2022

  On Sept. 18 we traded the customer out of the car into another one. Customer is satisfied and left happy.

• Initial Complaint

  Date:08/28/2022

  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.

  We purchased a 2013, F150. We took it to our mechanic and he told us that the motor was not original motor. We have no idea if this motor has 50,000 or 350,000 miles on it. We also spoke to previous owner, he was unaware of this. So, they sold a vehicle two times without disclosing this information. If we try to sell this vehicle at a later date, we would MORALLY have to disclose this information and the price would have to be significantly dropped. We have asked for either them buying the vehicle back OR a 3 year, 36,000 mile warranty that covers this motor/engine. They offered 24,000 mile warranty, and we are skeptical about accepting, and it's not what we asked for, which was not a big ask in our opinion because of the fraud committed.

  Business Response

  Date: 09/20/2022

  I had spoke to Mr ****** earlier in Sept. and we had agreed to provide him with a 24/24000 warranty. We were unaware of the engine having been replaced and the customer trading it in was unaware also, but we are happy to make Mr. ****** satisfied.