Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

New Car Dealers

Dennis Sneed Ford, Inc.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2024

    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.
    there. Unfortunately they were unable to figure out why our heating was not working. After two full days of sitting waiting for our vehicle to be fixed, they had to call in and engineering specialist and do a WebEx conference to figure out what was going on. Us that our vehicle needed to have a system software update and there is three parts that needed to be ordered. Unfortunately, the parts that needed to be ordered. We’re going to take 4 to 6 months. Since Summer was going to be hitting, we didn’t think it was that big of a deal so we went ahead and told them to order it. The lady that worked the customer service department name was Stacy , she felt sorry that we had spent so much time waiting to get our vehicle fixed that she was only going to charge us for the parts. Summer past and fall ended we still never heard back from ****** of whether our parts were in. I took it upon myself to call the dealership service department, and there was new employees in the parts department as well as service, which led to a lot of complications. No one knew what was going on. They could not find the parts at first finally was able to get the parts in. I explain to the gentleman multiple times what was going on? I even sent him pictures of the parts list and what our price was going to be. The past service advisor was charging us. They came back and said that they could not honor that but would give us $150 off which still brought us at a grand total of around 700. At this point, my husband needed a car that had heat, and we were willing to eat that cost. I made the appointment to get the vehicle fixed. I left the vehicle with them and they gave me a loaner to go back home. I did not drive. I just parked it in the driveway and drove my own vehicle. The next day I get a call saying that the price is now gone up to $1300.

    Business Response

    Date: 12/23/2024

    I have spoke with *** *****  The work that was completed was per a Ford Technical Assistance request.  *** **** was asked to reach out to Ford customer service so we can get Ford to cover the bill since the repair did not fix the issue, and I believe that is being done or has been done as of today.  Just waiting for the case #.  In addition, *** **** had her check cancelled and as of this moment is not out of pocket with any costs.  
  • Initial Complaint

    Date:03/26/2024

    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.
    I purchased a 2021 Lincoln Aviator in October 2022. A few months after purchasing the vehicle, I started having problems with it. There were issues with the electrical and the lights. Since then there have been issues with the drive shaft. The repair shop told me that I had been sold a lemon, that the vehicle was a dealer buy-back and the warranty history on it was significant. Before I owned the vehicle, apparently there had already been countless repairs. None of this appeared in the ******. At this point, the vehicle is currently garaged and undriveable due to the drive shaft being so bent and beat up, the vehicle shakes uncontrollably. The part will not be ready for 30-days, so I am vehicle less. With that being said, Sneed Ford contacted me via telephone 6 months ago to check-in and ask if I was still loving my vehicle. I told them no and described everything that had gone wrong with the vehicle. I was told that they don’t like their customers to be unsatisfied and the sales girl who called me assured me she would address this with the owner and get back to me. It’s been over 6 months and they never got back to me. At the end of the day, Sneed Ford sold me a lemon and, because I purchased it when car prices were sky-high, I am now upside down on the loan vs. what it’s worth. So I can’t even get rid of it on my own without bending over and taking it. It only has 24,000 miles on it and, since I’ve owned it, has been in for repairs six times.

    Business Response

    Date: 03/27/2024

    *** *****, appreciate your concerns here. 

    I did go back and pull all of our files on this vehicle.  It indeed was a Ford Reacquired Vehicle and there were many disclosures and information you signed as part of your car deal.  We sell 1000's of these each year, they are fairly common, generally are great savings and provide a brand new limited warranty at time of purchase.  We are always happy to work to trade back for any vehicle.  Keep in mind pricing of vehicle during covid was 20-40% higher than anytime ever previous.  That had nothing to do with any dealer, just simple supply and demand - we could not get cars.  This could of course put you in a negative equity situation as the market has calmed quite a bit since that time period.  Let me know what else I can do to assist.  My team has been attempting to contact you as we would like to resolve this and the 2 other reviews you put on the internet.

    **** *****

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

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

    Customer Answer

    Date: 04/05/2024

     

    Complaint: ********



    I am rejecting this response because you asserted that "there were many disclosures" made as part of my purchase of this Aviator. I can assure you that the extensive warranty history was not disclosed. I maintain my initial complaint wherein I defined this vehicle as a lemon - as it is. I was able to take this vehicle in last week to have the drive shaft replaced, as the part came in early. That said, the vehicle is still making noises, and I will have to return for another diagnostic appointment in two weeks, as I cannot do so next week. 


    Regarding the increased price that I paid for this Aviator due to COVID and supply/demand, I understand. However, I am asking for Dennis Sneed Ford to make an even trade with my vehicle for another Aviator with the same or similar features. Your response indicates that you would consider that, but only if I pay the difference in cost. I will not take out an additional loan or add to my current loan to facilitate this request, nor will I increase my monthly payment amount and line the pockets of your business. 



    Sincerely,



    ****** *****

    Business Response

    Date: 04/08/2024

    All I can relay here is facts and information regarding your original purchase.  The original purchase was done correctly and all paperwork was completed in full.  
  • Initial Complaint

    Date:02/12/2024

    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 got scammed out of alot money through this company. The pdf I downloaded explains everything I also have documentation to back everything up. Please let me know what you need. I am also send everything to Lincoln and Ford.

    Business Response

    Date: 03/07/2024

    “Ms. *****, we are happy to review the vehicle purchase and help as best we can. Your purchase indeed was a reacquired vehicle from Ford, fully disclosed and many documents signed related to the purchase.  These include signed disclosures, carfax and autocheck, ford RAV documents, etc.  Though the vehicle received a full certified Ford technicians review and a new warranty from Ford, your purchase was for many thousands less.  As discussed, upon future trade in dealers will attempt in some cases to devalue the vehicle due to this history.  We commonly trade for such vehicles and there isn’t much of a discount in value as we are very familiar with the history and the true value.”

    Happy to provide all of the signed documents as desired.  Everything was fully disclosed and known at the time of purchase.  We sell 1000+ of these RAV vehicles each year and frankly over disclose to avoid issues like this.  



    Let me know if anything additional is needed

  • Initial Complaint

    Date:01/08/2024

    Type:Sales and Advertising 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.
    We bought our 2017 GMC Acadia from Dennis Sneed on 10/21/2023. We have gone 78 days without receiving our title. Each time my husband or I have called in and talked to Tricia the title rep she has stated they expect to receive our title within a day or two. However it has taken numerous phone calls and emailing and we still have not received our title to license our vehicle. It is now considered illegal to drive our family vehicle.

    We have called on 12/5, 12/13, 12/26, 12/29. She stated she would email me a 5830 form on 12/13 to fill out this was never emailed to me until 12/29. We were given multiple reasons as to why we hadnt received our title from the start.. first being that the file was misplaced for the first 30 days. The second reasoning was that the previous owners miss placed the title and had to file for a duplicate and they should receive it in a day or two. The third reasoning being they sent it off and should have it within a day or two. The title was never received and was never mailed. On 12/29/23 they claim to have filed with the state and that it would be in our hands in 7 days. Today is 1/6/24 and we still havent been given any further updates. We bought our car before the holidays and therefor they cannot use the holidays as an excuse.

    We would like to have our title in hand asap and the sales and late fees paid by them for causing this burden and losing our trust.

    Business Response

    Date: 01/08/2024

    Your background recap is essentially correct.  The former owner lied and never sent the title as promised.  We have had a duplicate title request out to the MO DOR for some time.  We continue to follow up with the DOR and expect to have the title in hand this week.  We will continue to update you on our progress as the DOR updates us.  

    Customer Answer

    Date: 01/12/2024

     

    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:10/07/2022

    Type:Delivery 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.
    Order a center vent for my ford. They sent it to the wrong address, I sent them two emails asking them to correct it. They ignored the emails and the package was returned. They told me I have to pay another shipping and handling fee.

    Business Response

    Date: 10/11/2022

    Mr. ******, as communicated to you prior, our online ordering system requires us to send to the address you input into the order.  I do not see any communication from you, however again, we cannot change the shipping address once the order is placed.  This is for your and our security and safety.  The proper process would have been you request a cancellation via the website where you placed the order.  We did not charge you for shipping twice, we charged you a 20% restocking fee per our terms and conditions on the website.  Please let me know if we can further resolve any issues. 

    Customer Answer

    Date: 10/12/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]



    Complaint: ********



    I am rejecting this response because: I sent two independent emails trying to clarify the shipping address, which were ignored. Had it been reviewed and instructions provided I would have happily cancelled the order and resubmitted it. 

    Per your email: 

    "We could have cancelled the order and had you reorder with the proper address, then our system could verify that address."

     

    I'm requesting the 20% and the shipping be refunded. 

     

    **** ***** is also holding the 20% fee as hostage because of a negative review I added due to their lack of communication. 

     

    I am happy to provide all emails as evidence to every factual part of this response. 





    Regards,



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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.