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:03/24/2025

  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 purchased a brand new car 2025 Toyota Camry on November 16, 2024. It was wrecked by one of their employees on their property on November 18, 2024. I refused to take back the car. I saw the car and the *** matched up with my records that I received when I was sold the car. Car was sent through their body shop then sold again to another buyer without reporting it to carfax etc, that it had been wrecked. This vehicle sustained moderate damage to the right front area. Reports show it was put on the lot with 137 miles. When I purchased it, it had 6 miles. Like Pohanka completely washed away my deal and sold it as a one owner car in 2025

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pohanka toyota of Salisbury contacted me and asked if I could come in to get a better rate on a new car, rather than the rate I pay now. Before showing me any cars, he asked for me to fill out a credit application, which i did not want to do. He reassured me several times they he would NOT be submitting the application. He said that they'll only send it when we find something I liked, and when the numbers from the trade value were applied. When we couldn't find anything to suit me, I left and my email told me that the hard inquiry had been made. I never wanted to come. He told me he wanted to put me in a car with 0 down. I told him I didn't have money.

  Business Response

  Date: 12/17/2024

  We apologize for any confusion. Mr. ********* credit was not submitted to a bank as previously communicated. The hard inquiry resulted from the credit application completed with Pohanka Toyota, as agreed when Mr. ******* filled out the application with us.

   

  Please call with any questions or concerns.

   

  Thank you 

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

  General Manager

  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22695322
  
  I am rejecting this response because:
  I was told that the credit application would not be ran through until we were sure about what we were doing. I was told that the credit application WOULD NOT be sent over until we found something I could afford. The first car we looked at was a 2025 camry, after I repeatedly said, "I don't have money". 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/18/2024

  All signed documents granting permission are on file at the dealership. Please feel free to stop by and review them if you have any questions or concerns.

  Thank you

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22695322
  
  I am rejecting this response because: they should have never told me that when the application was sent over, it would be held in the back office before actually sending. No one should be guided by lies in order to sell a car. I never wanted to do an inquiry and I was made to believe I was in good hands, when in reality I was being manipulated.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle from Pohanka in May of this year. I have not received the title for this vehicle going on 7 months later. I am told by the dealership that it is a MVA error. They said they have people that work with the *** on these issues. I contacted the **** and they advised me a simple submission of a simple form would resolve the title error in question which was with the date of the title the dealership submitting not being the date of the latest title or record with the ****** a customer, I should not be going through all the hoops and phone calls and emails to rectify this situation. The dealership has not directly contacted me once. I have had to visit and phone them at every step. The sale is not finished on a vehicle until all the paperwork showing ownership is received by the customer. No title means I cannot do anything with this vehicle. Period. It isn't mine until then. I just want them to finish the sale or buy back this thing so I can go somewhere else and buy a different vehicle. Thanks.

  Business Response

  Date: 12/06/2024

  See attachment 

   

  Thank you

  Customer Answer

  Date: 12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,. If I actually receive the title I will be satisfied. If they had communicated this to me with a brief phone call or text, it would not have been necessary for the complaint in the first place. All a part of customer service. My thanks to whomever responded so quickly at Pohanka. 
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:09/12/2024

  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.

  From the beginning when this vehicle was purchased it has been issue after issue this truck has been in shop more than driven transmission, engine issues now back in shop transmission again now my truck has been in shop for 3 months maybe longer its unbelievable the ** never checks or returns calls Im exhausted I have not once given them a hard time or been rude but I cant hold back any longer I wish to seek payments and my down payment back and be done with it altogether please help resolve this matter 2017 ******** Escalade

  Business Response

  Date: 09/12/2024

  I called and left a voicemail for **** ****.

   

  I need more information. I can't find a deal in our system under her name.

   

  Please have her call my cell phone. ************

• Initial Complaint

  Date:08/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Sept of 2023 my husband purchased a used vehicle for $20,000. I was sitting right there when the salesman told us it included a power train warranty. Apparently he pulled a fast one and after only 8 months the transmission went up and we find out we have no warranty. Who sells or buys a car for that much money with no warranty. We can't fix it. $7700 for new transmission. We obviously aren't going to pay for this car if no agreement can be reached. This was bad faith.

  Business Response

  Date: 08/09/2024

  I called Mrs. **** on 8/9/2024 10:40AM and left a message. I need more information to look up her puurchase and warranty in our system. Please have her call my cell phone. 

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

  General Manager

   

  Thank you

  Business Response

  Date: 08/13/2024

  ***** ***** is the owner of record of this complaint. this car was purchased in September of 2023. This car qualified for a 6 month or 6000 mile powertrain warranty. The warranty expires do to mileage driven or time whichever comes first.

  At the time of delivery Mr. ***** purchased a package that included key replacement, Gap insurance and tire and wheel protection. No other extended service agreement was purchased. The car has been driven 12866 miles since its purchase. This car was purchased at Pohanka CDJR  not Toyota.

  Customer Answer

  Date: 08/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Talked to the guy from Pohanka Toyota;:he was going to have the right people from Pohanka Jeep call me. So far I've not heard from them.
  
  
  
  Sincerely,
  
  
  
  ********* ****

  Business Response

  Date: 08/29/2024

  Please be aware that the owner of this car and the consumer is ***** *****. He has finally returned our call and we are working something out with him. Please be advised that we will not engage further with this complaint brought against us by someone not even in our system. We consider this matter closed

  Customer Answer

  Date: 08/29/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:07/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter today declining to finance the car that I purchased with a 3.99% interest rate. I have a credit score around 800. The letter says they did not check the credit score, they did not check third parties about creditworthiness. They merely stated that they were unable to sell the contract to a financial institution so they are declining to finance the loan. The low interest rate is what attracted me to buy from Toyota. I think it’s a bait and switch scheme.

  Business Response

  Date: 07/03/2024

  ******** ***** is approved for 3.99% and under contract with Toyota Finicial services for 3.99%

  Customer Answer

  Date: 07/03/2024

  Called Toyota Financial services at ###-###-####.  Spoke to Sylvia who states that I have the 3.99% interest rate and to call Pohanka directly which I did.  Spoke to Trey *****, finance manager, at ###-###-#### who said the letter denying me credit was sent in error.  Hopefully, this is so.

  thank you

• Initial Complaint

  Date:10/20/2023

  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.

  last week, the dates 09-12 October one of the afternoons we went in for service to Pohanka of Salisbury MD.
  The vehicle I have was taken in for service of exchanging a bulb on the vehicle out for a new one. There was no available bulb at their location so the service wasn't completed. When we drove home we noticed that the parts for the hardware were missing on the vehicle under the hood to completely enclose the area. They were not missing prior to the service only the light bulb was removed. 
  I contacted the dealership for the hardware to be replaced and they deny any fault in wrong doing of not replacing all the hardware that was removed. The hardware around the battery enclosure is required to be removed to get to the light bulb and is now missing since they attempted to service the vehicle parts. 
  The refuse to resolve this by replacing the hardware. 

  Business Response

  Date: 10/20/2023

  I spoke with ******** ***** on 10/19. I agrred to meet with her and review the camera footage on 9/20 at 8:15am. Pohanka is happy to meet with her and to further understand her claim and review the cameras. Tech pulled car in open hood confirmed bulb was out closed hood nothing ever removed as seen on camera. If see is missing a screw we are happy to replace screw.

   

   

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 grandfather helped me to purchase this vehicle after we lost 17,000.00 on a prior vehicle ending in no title .We came to what we believed was a TRUSTED name and honest business. At the time, we were looking at two vehicles, this 2015 ford, and a Chevrolet traverse. The morning we were on our way and wanted to view the traverse it was apparently sold in the past “5 minutes.” The last absolute option was the ford in our price range. I am a widow, and have four small children, so there were only a few options at that price range. We were told this vehicle was in pristine shape, excellent condition. It was tagged at 17,500, for a 2015 that already had 117,000 miles. We were repeatedly told over and over, this vehicle was in excellent condition. The end cost that day, was upward 19,000.00. Within the first week, both rear view mirrors were moving on their own, and I observed a low sound coming from the front end. It also had trouble accelerating. During my first oil change, they told me things “break down.” I never stopped hearing that. I learned my mirrors needed replaced, which is a costly repair, for what should’ve lasted forever on their word. The next time I mentioned the sound again and they told me I needed 1200.00 worth of work done.(Harmonic balancer, belt tensioner pulley, drivebelt. In the middle of the repair they told me they couldn’t finish due to not having the tools, so it had to be taken to ford. After ford completed what they said was wrong,my car still isn’t running right and still has the sound, still won’t accelerate. They told me again, things break down.”They kept my car to have it assessed by their garage at ford to call today and say they were unable to determine what it would take to fix it &offered 7 grand as a trade in for a vehicle I paid 19k in like new condition under 3 months ago. This car is a lemon&they know it! Which is why the call. I need a working vehicle. This has cost me a job, wages,all of my savings at this point.Please help!!

  Business Response

  Date: 10/10/2023

  Lydia ******** is coming in to review solutions. Mrs. ******** may come as early as 10/10/23 before 8pm.

  We will offer trade options and diagnose to fix issues.

  Thank you

  Customer Answer

  Date: 11/05/2023

  I would like to re open my existing claim. My car is still not repaired entirely. It still will not accelerate, which almost caused me to become involved in an accident on the highway with all of my children in the car. There are noises coming from everywhere still, and since the purchase of this vehicle they have uncovered so much wrong with this vehicle. To date- The first day, a shield fell off while I was in the highway. Both of my side mirrors stopped operating, and were moving in traffic while driving my car. There were multiple sounds coming from the car, upon inspection they told me it was my harmonic balancer, my belt tensioner pulley, and drivebelt, all things that should have been addressed prior to selling me this car. Then they charged me to repair them all, rather than remedy their mistake. Which cost me 900, and another nearly 300 out of pocket, and nothing changed. Everything was exactly the same after the repair work, only worse, and they left parts off my car. I then learned the purge valve was faulty, my front struts, multiple other parts of my car weren’t in good working order. Because Alan from Ford attempted to correct the issues that Toyota left me with. He is amazing. However, my car is still not working correctly, and will not accelerate. The helicopter sound and whine sound has not gone away, and my car is my lifeline. Buying a vehicle from Toyota was single handedly the worst decision I have ever made in my entire life.They sold me a lemon. This car has degraded rapidly fast, and has had more wrong with it in the very short time I have owned it, for what was said to be a certifiable excellent condition car when they sold it to me for 17,000 dollars. This car has now to date cost me 20,000, and has been parked almost as long as it’s been driven due to the magnitude of issues it has had. I want out from underneath this lemon and an appropriate even exchange for something of the same value as what I have paid. This car is going to continue breaking down over and over because it is a LEMON. I have now lost wages, and two jobs due to this. I have a very life threatening medical condition, as does my daughter, that requires our vehicle to be dependable to get to appointments across bay bridge. She has kidney reflux to the 4th degree, and I have multiple conditions and swelling on my brain. I don’t want, I need a better resolution, than a car that is going to continue to rapidly break down. This car almost cost my family an accident when I was unable to get out of the way from someone speeding behind me and a car in the other lane, I had to go off to the side to get out of his way because I was unable to accelerate my speed and luckily for us there was a side to go to or who knows where we would be right now. I am prepared to take this as far as necessary to get the resolution my family deserves. What has been done to us is deceitful and wrong! They should have never sold this vehicle in the condition they did and especially not for the high ticket price they did. I need a vehicle I can depend on. Pohanka is supposed to be a trusted name which is why I came here, and it’s been everything but that. The only good thing that has ever come out of this situation is ALAN from ford.In addition, the exchange they offered me only one option and it was about 1/10 of the value of what I already had, and the cheapest car on their lot, and the check engine light was on.

  Customer Answer

  Date: 11/06/2023

  
  
  I am rejecting this response because:I would like to re open my existing claim. My car is still not repaired entirely. It still will not accelerate, which almost caused me to become involved in an accident on the highway with all of my children in the car. There are noises coming from everywhere still, and since the purchase of this vehicle they have uncovered so much wrong with this vehicle. To date- The first day, a shield fell off while I was in the highway. Both of my side mirrors stopped operating, and were moving in traffic while driving my car. There were multiple sounds coming from the car, upon inspection they told me it was my harmonic balancer, my belt tensioner pulley, and drivebelt, all things that should have been addressed prior to selling me this car. Then they charged me to repair them all, rather than remedy their mistake. Which cost me 900, and another nearly 300 out of pocket, and nothing changed. Everything was exactly the same after the repair work, only worse, and they left parts off my car. I then learned the purge valve was faulty, my front struts, multiple other parts of my car weren’t in good working order. Because Alan from Ford attempted to correct the issues that Toyota left me with. He is amazing. However, my car is still not working correctly, and will not accelerate. The helicopter sound and whine sound has not gone away, and my car is my lifeline. Buying a vehicle from Toyota was single handedly the worst decision I have ever made in my entire life.They sold me a lemon. This car has degraded rapidly fast, and has had more wrong with it in the very short time I have owned it, for what was said to be a certifiable excellent condition car when they sold it to me for 17,000 dollars. This car has now to date cost me 20,000, and has been parked almost as long as it’s been driven due to the magnitude of issues it has had. I want out from underneath this lemon and an appropriate even exchange for something of the same value as what I have paid. This car is going to continue breaking down over and over because it is a LEMON. I have now lost wages, and two jobs due to this. I have a very life threatening medical condition, as does my daughter, that requires our vehicle to be dependable to get to appointments across bay bridge. She has kidney reflux to the 4th degree, and I have multiple conditions and swelling on my brain. I don’t want, I need a better resolution, than a car that is going to continue to rapidly break down. This car almost cost my family an accident when I was unable to get out of the way from someone speeding behind me and a car in the other lane, I had to go off to the side to get out of his way because I was unable to accelerate my speed and luckily for us there was a side to go to or who knows where we would be right now. I am prepared to take this as far as necessary to get the resolution my family deserves. What has been done to us is deceitful and wrong! They should have never sold this vehicle in the condition they did and especially not for the high ticket price they did. I need a vehicle I can depend on. Pohanka is supposed to be a trusted name which is why I came here, and it’s been everything but that. The only good thing that has ever come out of this situation is ALAN from ford.In addition, the exchange they offered me only one option and it was about 1/10 of the value of what I already had, and the cheapest car on their lot, and the check engine light was on.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  
  

  Business Response

  Date: 11/06/2023

  Alan and I would like to meet with Mrs. ******** at the Toyota store. I called and left a message. My number 443-880-0444. 

   It will be our pleasure to sit down and make sure we fully understand Mrs. ********'s concerns.

  Customer Answer

  Date: 11/07/2023

  The current situation, updated. As of today, I have spoken with the service manager at Toyota and we are reviewing some options about an even exchange trade in. It is very important to me that my investment is reflected in the same way as the manner in which I paid. To date, I have 20,000 and counting into this explorer  I purchased in “like new” condition. I am cautiously considering options, as this is a very critically important decision that will ultimately impact my life from here going forward. The service manager was very nice. I have taken a Kia soul over night to consider it further. However, out of the 3 options I have not seen the others, and I don’t see them to be of equal value of what I have. I have a sport utility vehicle, that is 3rd row with all options, dual moonroof, leather interior, heated seats etc. I like the Kia, but I am concerned about the longevity of it and it’s ability to last a long time, as they are prone to engine failure, wiring issues, and tend to reach an estimated 150,000-2 in comparison to a much larger scale number of 300,000 miles with maintenance. I am very interested in Toyota, Honda models, as they are far more dependable and closer in value to what I have. I like the Kia a lot, but I am very concerned that it will not surpass 150,000 miles without major problems, and then I will be back where I started. There is much to consider. I am very hesitant to rely on my explorer after it has consistently proven that it has not only not been dependable, but unpredictable, and ultimately dangerous several days ago when it failed to accelerate putting my family in harms way. It has had an absolute horrible history in this very short time and a lot has been identified wrong with it. It is breaking down at a rate that is way too unsettling at this point. If it continues on this downward trend, I will continue to be faced with costly repairs, unreliable transportation to get to work, and in the end I will end up where I began the day I walked in. These problems that it has had, were absolutely nothing I have caused, and were already present at the time I purchased this. They were just looked over. I don’t blame the service manager for that, it’s easy to see how that can happen. But I need a dependable vehicle for my family that is going to last. Did not have the pleasure of seeing Alan today. However I stand on what I said, he is amazing. I am happy so far with the manager in trying to present me with a great outcome, and I look forward to all of us finding that resolution that is a win for us all. I will be updating this as the process continues. A resolution has not been reached yet. 

  Customer Answer

  Date: 11/07/2023

  I also would like to add. The Kia has impressive mileage. That is very fair mileage given what it is listed for. I find that to be competitive and appropriate. I appreciate that aspect about it, and the improved gas mileage. I’m quite fond of it. However, I will not deny I am extremely nervous when dealing with Kias. They are notorious for a multitude of problems, especially this particular year. When considering the longevity of a vehicle, I’m not sure this measures up. My ford, could potentially surpass 300,000. I have owned 3 before this, and mostly all have made it to that estimated range. It is quite small for my family, when considering I am starting with a 7 seater. I do have two children in car seats, 5 point harness, so they are big and bulky. My son technically shouldn’t be riding up front, due to airbags. He is only 12. While it isn’t illlegal, it’s not exactly safe. So there are pros and cons here to be considered. I definitely can say, I am not interested in anything foreign. Of any kind. When this began, I was planning to buy the Chevy traverse that held 78,000k and was newer, but less than two minutes away m, my agent said that wouldn’t be possible. That’s about the only Chevrolet I like. GMC Terrain seems to be decent. They are mid size, and fairly good on gas. Toyotas and Hondas are always the best hands down, and that was my second interest, a Honda pilot. I definitely would like to stay away from V8 engines. I really want to say yes to this Kia, but I am feeling very apprehensive about statistically what I already know. And I have a very close friend who works for Kia who said absolutely do not do it. He said these are very problematic, especially this year in question. He also added that they are a very cheap made car, and that a grand new 2022 is about the cost I paid total for my explorer with tax. This is the most competitive thing I’ve seen yet. I want to be sure whatever I do from here is the best fit for my family and our future, and I wish I could say that it’s my explorer. I just don’t feel that it is anymore. It simply does not want to accelerate. It has so much that has already happened with it, in record time. I alone drive this car daily and only I can appreciate what it does because I am with it all day long. There are multiple sounds coming from diffferent locations. The acceleration problem, is very unsettling. I don’t want to enter into this decision lightly. I want to feel like what I am receiving is very very close in proximity to what I had. My car is definitely higher value than all 3 of these.However I have added some additional information to be considered and my concerns. Now they are clear. I think I can say nearly for certain I want to do a fair direct exchange, and am leaning more towards that, and distancing myself from the ford at this point. But I would rather find the perfect fit, than rush to judgement and end up making a decision that’s not the best for my family out of desperation for this to be over. So let’s meet in the middle and see what we can do to achieve that, so that everyone is happy and my family can have a reliable vehicle, which is what I believed so strongly I was getting from day one. Again, the Toyota manager has been very warm and kind, and I have not met him up until now. Alan has been amazing from day one. That man deserves a promotion because he cares about his customers. I believe this manager does as well, whereas I was met with a much different attitude from the previous manager. Thankyou for your time, I will update as I continue to know more.

  Customer Answer

  Date: 11/30/2023

  Until today, as a result of me reaching out, the last time I heard from the dealership was November 8th. I thought we had a solid plan in place, and the dealership said we would be in contact while they looked for another car for me of equal value. To date, there has been no communication, so I reached out to find out an update. The update is that, they have been unable to find me another vehicle and mine is still experiencing acceleration issues and noises and is dangerous for my family. I contacted them asking about the next steps, and was advised that I should take it in to Alan, but have not received authorization as of yet to do so from the service manager. If I do not hear anything by the closure of today, I will be filing another claim.

  Business Response

  Date: 12/06/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. Mrs. ******* is welcome to bring the vehile to Ford service as discussed. We were not able to switch Mrs. ******* into another vehicle. 

  Thank you.

• Initial Complaint

  Date:07/25/2023

  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.

  Purchased 2016 tahoe in March 2023 and agreed upon purchase that hood be fixed and roof be fixed that looked like hood and they fix hood and left roof untouch claim to be buff but it doesn't look like anything was done to resolve what they owed on their end

  Business Response

  Date: 07/25/2023

  I, ******* *******, am agreeing to fix the roof.

   

   

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

  General Manger Pohanka Toyota/Ford

   

  Thank you

  Customer Answer

  Date: 07/31/2023

  ******* ******* response was quick and issue hopefully should be resolved and finish today.Thanks ******* for prompt and quick resolution to this matter.

• Initial Complaint

  Date:07/05/2023

  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.

  I financed a used 2011 Toyota Corolla on June 20th and the ac didn’t blow cold air and my brakes squeak like crazy it’s embarrassing and annoying. I made a service appointment with their service department for June 23rd. They recharged my ac and claim nothing is wrong with my brakes. But I’m sorry new brakes aren’t suppose to squeak and be so loud!

  Business Response

  Date: 07/05/2023

  I, Thurman *******, spoke with Mr. **********. He set an appointment for 10AM on 04/07/23. I will personally be involved in checking his brakes. 

   I offered Mr. Kirk the option to retunr the car if he is not happy on Friday.

   

  Thank you