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:04/07/2025

  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 2017 F-150 Lariat with ~****** miles for just over $31,000 at the beginning of March. Less than a week after obtaining the vehicle the drive terrain light came on and the dealership serviced it.Less than another week later I tried to use the heat because it was cold outside, but the driver side did not blow heat, only cold air. Dealership serviced it again. During this second service, they damaged it by putting a nickel sized dent in the leather dash, messed up the latch on the center console, part of the dashboard for the driver doesn't light up like it used to, AND they forgot to return my driver side weather tech liner.I expressed my frustrations to them explaining everything, and how I dont feel it would be right if I had to be the one to bring it a third time when I only had the vehicle a couple weeks. They responded by saying they would have someone pick it up, WHICH NEVER HAPPENED OR HEARD ANYTHING.I finally took it up myself because it was not safe to drive. There were two events where I had to pull over to the side of the road as I feared for my safety when the defrost didnt work. On my own inspection I also discovered the coolant reservoir was leaking. In 1 month, they have had the truck as much as I have.I went in today saying they sold me a lemon and I wanted to return it where they told me no. They said We could do a trade-in.PATHETIC You would think for being invested $35,000 into a vehicle this type of thing wouldnt happen. Completely unacceptable.

  Business Response

  Date: 04/15/2025

  In response to Mr. ****** concern.  Mr. ***** bought a **** Certified F150 truck with 68,*** miles.  This truck was run through our shop and following ******************'s guidelines we inspected the truck prior to Certifiying the truck and fixed any and all issues that were noted during inspection.  After the customer bought the truck a simple engine light came on and after the truck was brought back to our dealership, it was discovered that a small hose or pipe connection had worked its way loose and the fitting was simply secured back and this corrected the issue. The customer was not charged for this repair. The second time the customer had an issue it was related to the heater core, a new heater core was replaced, and the customer was not charged for the repair.  The third visit was because the factory heater core that was installed had failed (this did not have anything to do with our dealership, the part simply failed, and **** sent a replacement part), and again the customer was charged nothing.  The vehicle repair was completed, and the vehicle is ready, repairs and ready for pickup.  

  Replacing the heater core is a very large job, meaning the dash mostly has to come out and then be reinstalled.  In that repair the floor **** was taken out and set to the side, the floor **** was returned, the customer had a concern about lights on the dash possible not working but after looking at it was discovered that the light dim switch was turned down, causing the lights to be dim. A latch was damaged during the repair and that was replaced at no charge and additionally there was a small **** in the dash that occurred, of which there is an appointment for the dash to be fixed at the customers place of work, to accommodate the customer.   

  There were 3 repairs after the vehicle was sold, and all 3 were taken care of and there was no charge to the customer. Note the 3-rd. repair was to replace a faulty part that **** supplied when the initial repair was initially completed.  All issues are fixed, and we hope the customer enjoys his vehicle.  Please let me know if there are any additional concerns.  Being a **** Certified vehicle, the customer does have the **** Certified warranty that not only works at our dealership but any **** dealership.  Thanks *****

• Initial Complaint

  Date:08/08/2024

  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.

  SUV needed major warranty repairs.Shop in ********* mo has been taking it apart, putting it back together since 6-20-24.Don't return calls, provide info.Today they said oil pump exploded when they were driving it back to California location But I'll get it when that's fixed.They're scamming me.Told em I'd contacted ************** filing complaint with you, consumer fraud, & I've hotlined them for elder abuse.Said I couldn't threaten em told I was promising them what would happen.Told em I'd see em in court. Can't afford kaeyer, 76, fixed income, could stroke out any time.Told me I had to deal with ***** in California.He's a frigging s*** ***.Case worker ******, ************ has has been trying to help. She can verify all this.I want my SUV back (still paying on ******* want the ******* shut down & publicly noted as crooks

  Business Response

  Date: 08/28/2024

  I am responding the complaint of ************************************.  ***** is correct in the fact that her vehicle was brought in for engine work on or about 6-20-24.  The vehicle was originally brought into our sister **** store in California Mo.  Since our dealer group has 4 **** locations, if there is more availability at one of our sister stores to get a customer's car repaired sooner, we will out of convivence to the customer, ask the customer if its ok to have their vehicle taken to another one of our locations to speed up the repair process.  In this case, our ************** location had some extra opening to repair the customer car.  After we diagnosed the vehicle, we notified the customer that ALL REPAIR WORK WAS UNDER WARRANTY AND THE CUSTOMER PAID NOTHING FOR THE REPAIR. 

  **** policy is to tear down the engine, send pictures and **** will determine if they are going to send a new engine, partial new engine or send the internal repair parts to fix that engine.  This process is controlled by **** Motor Company, and they advise us of how the repair will be handled.  ******** store ordered the needed engine parts per ****s warranty policy, and we had to wait for **** to send the parts.  After receiving the parts, our Certified **** Mechanics installed the parts provided and then put the motor back together. Then we attempted to re deliver the vehicle to the California **** store so it could be re delivered to the customer. There was a part that failed during the delivery process, this part was supplied by **** and there was no way to know it would fail.  It was an internal bearing so there was no way to know that.  So, we notified **** that there was an issue with parts that they supplied, and **** sent not only jumped into the position of making things right, but **** also actually sent a new remanufactured engine for us to install, at no cost to the customer.  The vehicle is 100% fixed to **** Motor Company warranty standards, has the new NO CHARGE motor and additionally the customers vehicle was taken back to the ********************** **** dealership today 8-28-24 for re delivery to the customer.  So, upon receipt of this letter the vehicle is repaired, and awaiting redelivery to the customer.  The 

  In closing, the repairs might have taken longer than the customer expected but that was not our fault, as we worked diligently to complete the repairs per ****s policy.  There are time delays associated with getting **** parts and warranty approvals.  When it was discovered, there was a bad part that failed internally in the engine, it was made right by **** to replace the engine.  All at NO COST to the customer. The initial ******************** reply from the customers has foul language, and she has been less than pleasant to work with and has verbally threatened to burn our dealership down, shoot up our dealership and employees and has used foul language to our employees, on multiple occasions.  The customer said she was going to serve up hot rat poison and sit across the street and watch our dealership burn.  Please advise the customer that she is not welcome to any of our **** dealerships and should she step foot on our properties or harass us any further, we will fill Police charges.    

  Please let me know if there are any other questions. Thanks *****