Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my vehicle at Hagerstown on the evening of July 2nd after coordinating with ****. I left detailed notes and multiple warranty issues along with DTC codes. The agreement was for the car to be looked at first thing the next morning. They did nothing. When I followed up, I was told they couldnt diagnose anything because there was no check engine light, completely ignoring the misfire, exhaust rattle, mirror LED, malfunctioning windows, and backup camera.When I asked why they didnt use the codes I provided, the response was, Oh, we didnt drive it. They also said they would drop off the vehicle they never did. I had to drive back myself, and only then did they replace the ignition coil for the misfire. But on the way back to *********, the car was still limping and wouldnt go over 45 mph.I was contacted by the service manager, ******* *********, who was extremely unprofessional and rude. He blamed me for not giving them more time, and sarcastically asked why I didnt fix the car myself since I said I knew how to do repairs. I explained that it was under warranty thats why I brought it in. I asked for a loaner vehicle he refused and said, Im not giving you a loaner. During this call, he also cursed at ***** make matters worse, the car was returned filthy, with grease stains on the seats and throughout the interior from the technician. They later said they would pick the car up again on Saturday.This experience was a complete failure of customer service and professionalism. The lack of accountability and basic competence from both staff and management is unacceptable. Im filing this complaint to document my experience and request appropriate action be taken.

  Business Response

  Date: 07/11/2025

  My name is ******* *********.  I have already refunded ****** his 200 dollars and sent it to him.  He had 7 concerns and wanted them fixed that day.  We spoke with him numerous times about ordering parts and just getting diagnosed before he went out of town.  If there is anything else that you need from me, please let me know. Thank you
  
  ******* *********
  Manager
  Hagerstown Ford

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23555020
  
  I am rejecting this response because:
  Thank you for refunding the $200 diagnostic fee. However, this does not resolve the damages caused or the incomplete and mishandled service I experienced at your dealership.

  
  

  I dropped off the vehicle on July 2nd with a pre-scan diagnostic report clearly identifying a cylinder 4 misfire and outlined several warranty concerns including rear camera failure, power window issue, water intrusion in the side mirror, and an exhaust rattle. Most of these were either ignored or marked not diagnosed.

  
  

  The truck was returned without a test drive and in worse mechanical condition, now exhibiting multiple new misfires. It was also returned physically dirty with grease stains throughout the interior and visible scratches that were not present before service.

  
  

  Your response also states I was contacted numerous times. That is not accurate. The only direct communication I had after service was a single call from ******* ********* on July 3rd, during which he was rude, dismissive, and used inappropriate language, including blaming me for not fixing it myself. After that, there was no further follow-up from your team by phone, text, or email despite the worsening condition of the vehicle.

  
  

  Because of your teams failure to properly diagnose and repair the issues, I was forced to cancel a prepaid trip, resulting in over $4,000 in nonrefundable losses. I have since taken the truck to another **** dealership to have it reinspected.

  
  

  While I appreciate the refund, it does not cover the mechanical, physical, and financial damage caused. I do not consider this matter resolved and am pursuing further action.
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2024 **** escape in Feb. Have 3 different contracts with 3 different payments. The 3rd contract I got on April 14. Has my payment up to ****** after I was told it's ****** to me that's breach of contract. I haven't made payment yet on it because they keep changing my payment. And newest contract has totaled owed to be ******* more then 1st contract. How can they get away with this.i have documentation. Tried to upload it. Said it was to large to upload. Can it be emailed. If so send me an email to this email eddie_ ***************** thanks

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uploaded entire incidnet. Still on going

  Business Response

  Date: 03/17/2025

  Mr. *******, sorry for the repair issues you are having with your truck. We go to great lengths to restore vehicles back to pre-accident condition. Delivering a vehicle with a broken mount tab on the reservoir is something we normally do not do. But with it being on back order with no release date, we decided to deliver your truck, then have you return when the part arrives. This should have been communicated to you prior to delivery. Any storage charges were not directed to you, but rather your insurance company who failed to respond to us time after time. The truck was tested, driven for at least a half hour, then sat in front of the shop. No signs of leaks were noticed at that time. Milage is taken when the vehicle is dropped off, but on the final paperwork. It's just a formality and not recorded. All vehicles are washed and cleaned prior to delivery. We do not do a detail on them. With construction nearby, it is possible your truck got dust and dirt on it before being picked up. The cause of the leak was found to be a damaged charge air cooler and hose connection. All parts arrived on 3/14 and can be scheduled in to complete the repairs. I did have an employee go to clean the driveway. Upon arriving the power washer would not work. The power washer is now operable and i will have the driveway cleaned. Sorry again for any inconvenience that this has caused.           ***** ***- Body shop manager  

   

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23059490
  
  I am rejecting this response because:

  Left out details of the entire incident. The hoses were not installed correctly causing the leak. The truck was never cleaned. Still had coolant left on the engine and frame. They never refilled the coolant reservoir from the first leak and then over filled it on the repair. They left clamps loose and not secured properly. When the question was asked about a QA / QC or who did a final inspection to ensure everything was completed to **** standards there was no such document or record. The assistant manager pulled the hose off the reservoir by hand and it sprayed coolant. What if that happened down the road? Which the tech said was possibly and would of left me stranded.  This response shows how much accountability this manager does not have. I have videos and pictures of each event but **** has offered nothing. I have returned the truck three times and my wife with my 1 year old twins had to pick me up. No loaner vehicle or any accommodations until today I was offered a shuttle and am still waiting. I would like the labor removed from the bill due to the lack of professionalism this issues has brought forth.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/02/2025

  Mr. ******** yes, the clamp was not installed properly, but that was not where the leak was coming from. The leak was coming from the cooler assembly, which was damaged in the accident and was missed throughout the repair. When the hose was brought to the assistant managers (*******) attention, he noticed it was not in the correct position, that is when he pulled the hose, and it disconnected. ***** then reattached the hose clamp to the correct position. The truck was cleaned after repairs but due to it sitting on our lot for over a week waiting on payment from the insurance it picked up dust. There is a lot of Constuction nearby and we also had a ********** that week, so when it rained/ dewed out it was sticking to all vehicles in the surrounding area. We also took this vehicle on a 30-minute test drive to check for leaks and to have the vehicle brought up to normal operating temperatures before returning to customer. After that test drive everything was running properly. When the vehicle left, there was no coolant leaking so therefore there was no coolant on the engine or frame for us to see. When the truck was brought back it was not brought back to us directly, it was left in service. They did what they needed to do to get the truck safely returned to owner until the parts to fix the vehicle came in. We do a quality check on all vehicles visually. We look over every repair we have done and perform pre and post scans on the vehicles. Per our last conversation we have offered you and are still offering you 3 free oil changes. Those oil changes total $750.00 and we would like to add a refund on the storage fee totaling an additional $340.00 for the 4 days we charged. Per our policy we cannot refund the total amount of labor cost. We are also sorry about not providing a loaner vehicle, but unfortunately, we only have one loaner and that was loaned out to a warranty customer at the time. ******************** does have a shuttle that runs from 7:30 to 5:00 and that shuttle runs for all of Hagerstown Ford and not just the ***********************. So unfortunately, there is a little wait sometimes when dealing with that. We have asked you each time did you need a ride anywhere, but you stated that your wife was already on her way each time. We are deeply sorry about any inconvenience we have caused, and we have tried to do everything in our power to make this right. 

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2018 **** ecosport. There is a recall notice about engine failure etc. I took it in for a check up because the notice I received last year said the parts would be in this year. My car doesn't sound the same. *******. They kept it overnight stating the parts have not come in. They replaced the thermostat and valve cover gasket. I asked them about the recall and was told they are going to wait until something happens. I'm 68 and live alone. I can't af**** to be without my car let alone something happens like an accident because of faulty parts. I don't want them to wait for the warranty to run out either. I have about ****** miles on it and bought it new. They said they would replace the engine if something would happen. That would leave me without a vehicle for a while. Thank you for your time.

  Business Response

  Date: 03/03/2025

  Ms. ****** was at our dealer on February 4, 2025. She came in with a check engine light. We diagnosed her vehicle and found the thermostat was faulty. We replaced her thermostat and valve cover gasket under warranty, she only had to pay her deductible of one hundred dollars. At that point she asked us about recalls on her vehicle. We explained that we do not have parts to perform the recall, but if something were to happen to her engine, then we would replace it. We are unfortunately at the mercy of ****. I hope this helps you and please if you need any other information, let me know. Have a great day and an even better week!
  
  ******* *********
  Quick Lane Manager

• Initial Complaint

  Date:11/08/2024

  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.

  They intentionally damaged parts on my car while fixing it. The only issue I had when I took it was it needed a motor that's it now I got it back and the steering rack is damaged and it shutters while accelerating ***** the service manager told me that it wasn't his problem and called me a liar and refuses to fix it.

  Business Response

  Date: 11/21/2024

  the 2018 Edge was dropped off here (Hagerstown Ford) by a tow truck because it did not run.  We replaced the motor per his ****** Warranty he paid $100.00 deductible for that repair.  Once it was fixed and drivable other concerns came to light. 

   

  We diagnosed it needed a Power Steering Rack, outer tie rod, and right control arm.

   

  The Power Steering Rack was, again, covered by his ****** Warranty he paid $100.00 deductible. 

   

  The outer tie rod and Right control Arm where repaired FOR FREE by our shop no charge to him as a good will thankyou from Hagerstown Ford for bringing the vehicle to us for the repair.

• Initial Complaint

  Date:05/13/2024

  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 4/30 I went to Hagerstown Ford because they state they buy vehicles. I had bought the vehicle there and a small balance was due on the truck with **** Credit. We agreed on a price of $26,000. I had signed the paperwork they requested. Upon completion I asked for my check and they said I would have to wait until the vehicle was paid off. I kept checking my **** credit account and it was not shown as paid. On Monday, May 6th I contacted **** credit and was advised they had not been contacted for a payoff amount. I called the dealership and spoke to ***** *****, a sales "manager". He was helpful and said the payoff would be called for and payment made. This occurred. On Wednesday I went to the dealership and requested my check. I was told again I couldn't receive it yet until the title showing a payoff was provided to them. I had signed paperwork that included a POA giving them authority to obtain a title. I again reached out to **** Credit. They provided me with an electronically signed letter stating loan was satisfied and advised me this is all the dealership required to release the check. Thursday, May10th I returned to the dealership. To get the check they wanted me to sign numerous documents that included a statement saying they could not be certain the lien was not satisfied. I refused to sign since they paid off the balance and knew the lien had been satisfied. They also wanted me to sign a binding sales contract that I would pay them almost $800 more than they agreed to pay me for the truck in the event this title was not received. I refused. They stated they could not sell the truck without this title; however, as on 5/12/2024 the truck, Vin # *****************, is advertised for sale on their website.

  Business Response

  Date: 05/13/2024

  It is company policy that we will not pay for a vehicle without first receiving title/lien release.  We paid off **** Credit within a timely manner which released Miss Small from her loan obligations leaving Hagerstown Ford on the hook for that loan amount if we do not ever receive title.  We are waiting on **** Credit to release the lien and provide the *** with the documents needed so we can receive all necessary documents to transfer total ownership to Hagerstown Ford.  We offered Miss Small the opportunity to sign a loan guarantee for the total amount of the vehicle making Hagerstown Ford the lien holder so that in the event we do not receive title than we can cash the contract and re-coup our money.  She did not want to sign those documents which would have enabled her to get her total check at that time.  In the past - we have been burned by multiple customers that do not find importance in providing us with title once they receive their money.  Therefore, we have safeguards in place to ensure we get all documents needed to claim ownership before we pay any money due to the seller after we pay off the loan.  I do not know anywhere you can get paid for a vehicle without first providing a title.  We realize the importance of this issue for both parties, and we offered a pathway to get miss Small the remaining money due after we paid off her loan - we find it very odd that she would have an issue signing a note that would allow us to get our money back in the event we do not get a title.             

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21700143
  
  I am rejecting this response because:

  The business knew the lien had been paid by **** Credit. I had a letter from *********** stating such. Also they wanted me to sign a contract stating I would pay them almost $800 more than they agreed to purchase the vehicle for. If the vehicle is "worthless" to them without this title how can it be advertised for immediate, remote purchase on their website?

   

  
  Sincerely,
  
  ****** Small

  Customer Answer

  Date: 05/16/2024

  I have supplied the attached document to Hagerstown Ford which says the lien has been released and that information has been provided to the state which is what they stated in their response that they were waiting for. This was the response I received from the CFO :

  Attached is not a lien release, this is a paid in full letter.  An original lien release that is notarized is what we would need but **** Credit indicated to me they released the lien electronically and the state was notified to send the clear title to Hagerstown Ford, which to date has not arrived.  It takes a least 5 business days to produce and mail.

  So basically still a refusal to pay me for the truck even though they know **** Credit has paid the lien, notified the State of MD and requested the title be sent to them.  In the meantime though, the truck is still advertised on their website as "remote purchase -- buy now". I would think this is a fraudulent business practice to advertise a vehicle for immediate sell that you haven't paid for yet. 

  I am very leery that I will be notified in a timely manner if the title is sent to them. 
  

  Business Response

  Date: 05/23/2024

  bottom line - it is ridiculous to think you should get paid for a vehicle without the title.  WE PAID OFF HER LOAN!!!!  this is truly a dumb complaint.  WHO expects to get paid all the money for a car without a title???   I will not reply anymore to this!   

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a 2017 **** fusion sport from hagerstown ford I've been after them multiple times about fixing my vehicle and they keep pushing it off the turbo is leaking oil the transmission is leaking fluid the back window leaks when it rains and they will not fix these issues I did purchase an extended warranty with the car and they will not fix it I was employed through them but as of today 04/2/2024 I no longer work there because of an employee in the quick lane service treating me like c*** He would always cuss at me and call me names yesterday he slammed his hands down on my car because I revved my car in the parking lot.

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Hagerstown ford to purchase a vehicle. I called them a day before going in and I told them I only had $1500 for a down payment and $450 of that would have to go towards insurance is there anything they can do for me. They told me yes and scheduled me an appointment to come in the next morning. I went in and they showed me 3 cars that they said would fit my price range. I test drove the one and really liked it filled out a credit application and my sales rep Matt told me that I was approved and had me sign papers agreeing that I would pay a car payment of $477 in 60 month installments. I signed the papers and then he had me drive the car to younger insurance and had me spend $450 on insurance for the car because he told me I was approved for the car. After purchasing the insurance he then tells me that I’m not approved unless I put more money down that I already told him I didn’t have before even getting an approval and the agreement I signed was $1000 down $477 a month car payment. When I asked how I was going to get my money back I was told by a manager “what do you want me to do?” And that I am throwing a tantrum over not getting the car when now I don’t want the car I want my $450 back. They also refused to give me a copy of all the paperwork I signed. Their reason for that was because they are keeping it in a lock box and I’m not allowed to have access to what I signed.

  Business Response

  Date: 03/18/2024

  The customer
  came in with her own ********* Credit bank preapproval which was on her phone.
  Her credit score was too low for most of our Banks to accept. As we were
  working on her approval, she kept insisting she was approved and left the
  dealership to get insurance. After trying for some time, we were able to obtain
  an approval. However, she needed 3 thousand dollars down. She insisted that the
  bank told her she only needed $1500 which was not a deal we could get approved.
  After talking with her on the phone she told us the insurance company was going
  to refund her the $450. We do not sell insurance and never advise people on
  insurance. Everyone knows that insurance is refundable if cancelled. 

  Chapin *******

• Initial Complaint

  Date:05/05/2023

  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.

  We purchased a 2018 ****** CHR vehicle on 12/22/21 with ****** miles for ****** along with a 3yr/36,000 extended warranty for *****. A total of ********* with TTL and other fees. This vehicle also came with **** Blue Advantage benefits of 3mo/4000 comprehensive warranty as well as the manufacturer used vehicle warranties of 12mo/12000 and 7yr/100,000 warranty on the powertrain. On April 27th we contacted **** due to our vehicle making noise and we were informed that our vehicle was no longer warranty due to the current mileage of ****** at which we disagreed.and was told we would need to speak with finance (******* *******) who informed us the extended warranty did not follow the manufacturers warranty it overlaps, but we should speak to the service department. We spoke to the service department (***** *****) he said to drop it off and they would look at. Two days later we received a call ****** and was told there is nothing they can do we need to pick it up and take it to a ************** center because it was a bigger issue with the transmission and they are not able to help because they did not have a mechanic that knows anything about the *** transmissions and it wasn't under warranty. AS OF TODAY **** has a position for a transmission mechanic on the website. **** agreed to drive it to the ****** dealership service center who confirmed it is the transmission and a few other things that would total up close to ****** dollars. We were contacted by **** (******* *****) and felt a little better after she told us not to worry we can work through this, it wasn't our fault because our vehicles transmission wasn't served at the manufacturers recommend interval of ****** miles before we bought it and she will get back with us. We received a call from (******) and said he could put us in another car and give us ***** for the **** We asked to speak to the ** but he refused and said he already spoke to the ** and nothing more they can do. We are just sick about this!

  Business Response

  Date: 05/12/2023

  To whom it may concern, 

  The customers vehicle was purchased here in 2021 and since 12/2021 Hagerstown ford has only seen the vehicle once. Hagerstown Ford saw the vehicle for one oil change and is un aware of any other preventive services or maintenance that has been done on the vehicle.  The customer did purchase an extended warranty though unfortunately the extended warranty had expired when vehicle was brought to our dealership. Our Quicklane Manager drove the vehicle and did confirm it had drivability concerns. Then at no cost to the customer we had the vehicle towed too a ****** dealership to perform thorough diagnostics.  ******* than was in contact with the ****** service advisor during the entire completion and the customer as well.  Toyota  did then confirm the vehicle needed a transmission and ****** was unable to offer any assistance to the customer. Our used car manager then spoke to the customer about trade in options and the customer declined.  If you need anymore information please feel free too contact us. 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20021269
  
  I am rejecting this response because:  
  I am responding to Hagerstown Fords response to my complaint and find it a little disappointing.  After reviewing my vehicles records for recommended maintenance I found that Hagerstown Ford neglect to perform the maintenance that was scheduled when I brought it in. Please see attachments and notice the transmission fluids were not checked. I would have gladly shown Hagerstown Ford all maintenance records on my vehicle had they asked. Not to mention, we can agree to disagree as to whether my vehicle was driven or towed to the ****** service center, but regardless why would ******* stay in contact with ****** if she didn't state that Hagerstown Ford was at fault and we would get through this together. 

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

  Business Response

  Date: 05/31/2023

  Good afternoon, 

   

  ******* stayed in contact with both the customer and ****** solely because of customer service. ******************** is not going to have a vehicle towed to another location and then seize all communication regarding that vehicle. Even though Hagerstown Ford could not assist with repairs we still wanted to keep the customer informed along the process and the status of the vehicle. If we did not communicate with the customer nor the outside dealership then how would we have ever been able to determine assisting the customer or not.  ******************** had no obligation to pay for repairs, We cannot predict what issues may arise in a vehicle after purchase. 

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made an appointment and brought my car in for an oil leak. I was informed that the cause of the leak was the oil pan gasket and was given a quote of $800. I agreed but was told later they had misquoted me and the new repair was $1,100. When I picked up the car, I noticed a noise near the footwell when I accelerated. I took the car back and one of the techs rode with me but said he couldn't hear anything. The next day the check engine light came on, and I used my diagnostic device to check the code (showed an O2 sensor error, likely caused by an exhaust leak). I made an appt. and dropped the car off. I called over 12 times, but no one answered the call at the service desk. Finally, another advisor answered and looked up the notes in the system. He told me that both flex pipes had been cracked during the oil gasket replacement. The fix would be to replace the entire exhaust system at $2,200, but the parts weren't available until Jan. I replied that the damage was caused by the previous repair and that I should not have to pay for it and was told to talk with Dylan. When I spoke with Dylan I was told that the issue was caused by my mufflers (well past any O2 sensors). When I questioned what the other advisor had said, Dylan said he didn't know anything about that, and before I left, he pulled me aside and suggested an exhaust shop. After New Year's, I noticed oil under my car, and I emailed Jillian, the Service Manager. She asked me to bring the car in. More than a week later, I hadn't heard anything, and I her. She told me that my flex pipes were cracked, the catalytic converters were bad, and the engine needed to be replaced due to a misfire. She said repairs would be $17K. I received a phone call and was offered $500 on trade for the car (value was around $17K). A few days later, I picked up the car. There is no misfire, and no misfire codes came up on my diagnostic tool. I contacted the dealership’s GM in hopes of a resolution, but I never received a reply.