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:05/22/2025

  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.

  Took truck to dealership for rodent damage repair with~3,500 miles on it. They returned it 10 days later with an additional 80 miles on it, scratches on the hood, $5,000 in hail damage and a bill for almost $1,000 to install a $79 part. They said nothing about the hail damage but they obviously knew about it.They credited $200 to the invoice. They claim the "mileage in" on the invoice was incorrect even though they input the mileage. The gas gauge indicated about 80 miles worth of gasoline was used.They claim the hail damage was not their responsibility even though they could have moved it out of the weather. It can be fixed-probably-but I'll be left with a "diminished value" vehicle and a $1,000 deductible.Never again.

  

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to respond to Mr. ****** complaint regarding his recent service visit to our dealership. We truly value all customer feedback and appreciate the role of the BBB in facilitating resolution and transparency.
  Mr. ***** brought his vehicle to our service department for rodent damage repair with approximately ***** miles on the odometer. During his vehicles stay, a severe hailstorm occurred in the area, unfortunately resulting in damage to several vehicles on our lotincluding personal vehicles belonging to our employees.
  We understand Mr. ****** frustration and have already taken several steps in an attempt to address his concerns:
  We provided a detailed estimate prior to the repair, as we do for all customers. In this instance, although the part cost was relatively low, the labor required for diagnosis and repair was substantial.
  Upon learning of his concern regarding the labor charge, we reviewed the invoice and credited $210 back to Mr. ***** as a goodwill gesture. This was issued within two hours of receiving his complaint.
  Mr. ***** mentioned a discrepancy in mileage. Our internal documentation listed an incorrect mileage in. After further investigation using connected vehicle data via the FordPass app, we were able to confirm that only 3 miles were added to the vehicle during its time in our possession.
  Regarding the hail damage: while we make every effort to protect customer vehicles, we do not have the physical capacity to store all vehicles indoors during inclement weather. The storm affected many vehicles at our facility and in the surrounding community, including those of our own employees. Nonetheless, we empathize with Mr. ****** situation and have advised him to submit a claim through his comprehensive auto insurance coverage, which is the standard recourse for weather-related damage.
  We regret that Mr. ***** left feeling dissatisfied and we are genuinely sorry that this experience did not meet his expectations. His feedback has been shared with our service management team, and we will continue to review our processes to identify areas where we can improve communication and service quality.
  Thank you for your time and for bringing this matter to our attention. Please dont hesitate to reach out if further clarification is needed.

  Customer Answer

  Date: 06/06/2025

  Subsequent to filing this complaint, the insurance adjuster inspected the vehicle.  The damage is estimated at approximately $9,200, in part because the vehicle was apparently parked in proximity to a building with pebbles covering the roof.  These pebbles were blown off the roof onto the vehicle, chipping the paint through to the metal.

  The dealership not only failed in their responsibility of care, custody and control of the vehicle but compounded the problem by parking the vehicle in an area that increased the damage.

  They were unable to produce the faulty part which was requested via a text message to the service writer prior to starting the work.  They claim it was disposed of by mistake.

   

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service 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 was promised my first oil changed free. I have proof via text message before purchasing the car. I took my car in and I had to pay full price oil. I have tried to speak with management but they havent gotten back to me and this has been over a month. I have left over 5 voicemails and no one seems concerned about resolving the issue.

  

  Business Response

  Date: 07/01/2025

  I spoke with the customer today and told them we will mail out a check. 

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/26/2024

  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 bought a car from Suntrup April 26th 2024. The car is very damaged. Physical damage that was covered up. Mechanical damage that is not being fixed. The transmission was supposedly replaced and sat at the dealership for a month and I still needed up having to pay for an oil change which it shouldnt have needed yet as well as the deductible for trans replacement which a warranty shouldve covered since it had been messed up since day one. I cant seem to get any more call backs from Suntrup and the car is leaking oil and the airbag light is on. I paid for my own CARFAX which showed much more damage to the car than I had been made aware of along with the fact the car had previously been a renters vehicle which was also never disclosed to me.

  

  Business Response

  Date: 11/08/2024

  Customer came in and bought a vehicle with an extend service contract. Within a week her transmission failed, which was covered under the warranty. A couple months later there was another issue and she requested to return the vehicle. This is not something we would do after this length of time. We assume their current service contract would cover these repairs as well. We offered to switch her out of the vehicle for more that what *** would generally offer. We were unable to get her approve due to credit issues.

• Initial Complaint

  Date:05/30/2024

  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.

  My complaint is that I have been dealing with them for the past 3 months about getting my car fixed. It took them a month to talk to my warranty company. It took them a week and a half to tell me about my denial from my car warranty company. So today I have called and asked to speak to a manager of the service department, ****, and he was very rude. I had to call him 2 times and the first time he said he didn&#**;t want to speak to me. He told me I had to pay $200 to get my car repaired. I asked for his manager and he said I&#**;m the manager and hung up. After he hung up on me the second time, I called back and asked the receptionist who was over the whole service department and she told me ******, which was *****#**;s manager. I talked to ****** and once I talked to him, he began to explain that I owed them $3,000 in storage fees which I was never told about and my car had been sitting there since February 2024. I don&#**;t have any paperwork telling me about this. I was not told about $50 a day for my car sitting there. ****** called me and said I have until the end of day to pick up my vehicle or it will be towed for abandonment,I just want my car back.

  

  Business Response

  Date: 05/30/2024

  *******, Your version of events is totally inaccurate.  You had your vehicle towed here on March 20th. Our advisor called you and explained your vehicle is out of warranty and we need authorization to diagnose the vehicle. You authorized us to diagnose the vehicle at $205.00.  We diagnosed the vehicle, and then you told us you had a ********* aftermarket warranty.  We called your aftermarket warranty and they had to send an adjuster out to our location which took weeks.  Once they came out they declined your warranty claim due to abuse.  You were then given an estimate to replace the engine, which you declined. Since then you have abandoned the vehicle here because you refuse to pay the $205 diagnostic charge.  Nobody said anything about $3000 storage fees. When you called today, you were told that you can come get your vehicle but $205 would need to be paid to release it. Lawfully there is a mechanics lean on your vehicle and needs to be paid to release it.  Once the $205 is paid you can have your vehicle towed out of here.  We did inform you that your vehicle has been here for almost 3 months and will need to be paid and removed immediately. If it is not removed asap, we will start charging $50 a day storage starting tomorrow, 5/31/24.  You were told this on the phone and now in writing.  Please come pay the $205 and you can remove your vehicle from our premises.  Thank you.

• Initial Complaint

  Date:05/07/2024

  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 bought 3 F150's from Suntrup Ford Westport in 2014. At the time, Suntrup advertised a lifetime warranty and my salesman said Transmissions and Engine repair would be covered for life. Fast forward to April 2024, I still own one of these trucks which has ****** miles and we have been having transmission issues. I called Suntrup dealership and to my surprise they said yes your lifetime warranty does cover transmissions and to bring it up. After 10 years of owning this vehicle it was a nice surprise to have a business stand behind what they advertise. We dropped the truck off and after several weeks they confirmed it needed a transmission. ******, my service advisor, and the same person I spoke to initially that confirmed the truck would be covered under warranty and the person in charge of warranties, ***************, said they can't find my warranty paperwork and are unwilling to help because of that. Firstly, your sales associate said differently when I bought these. Your service advisor ****** whom I spoke to before bringing the truck up to you said different after I even gave her my VIN number. The reasoning behind not standing behind your marketing claim of a lifetime warranty was you cant find the warranty paperwork you as a business should have filed in your system regardless of how long its been. To add insult to injury, your service department then on top of all of this to my dismay wouldnt release the vehicle back to us without us paying a $400 diagnostic fee. I talked to your service manager *********************** and he was unwilling to waive the fee. How is that possible after everything considered? We went from a transmission warranty to paying for a diagnostic fee which we didnt agree to and even consider as a possibility. I didn't need your service department to tell me that the transmission was bad. I own 10 **** trucks and have been operating a business for 20 years. . I have never dealt with something like this at any dealer I have ever purchased a truck from

  

  Business Response

  Date: 05/07/2024

  Dear **************,  Unfortunately, your version of events is entirely different as to what happened. Your vehicle was never offered or part of the lifetime powertrain protection plan. You bought your vehicle 10 years ago.  Our service advisors do not discuss warranties on the phone. Everything in service is recorded. She explained to you the diagnostic fee and you authorized ALL diagnostic charges. It was only after you called her back and heard our phone message about our lifetime warranty coverage that you asked about it and was told your vehicle was not part of it. *************** explained this to you as well. Then when you went to pick up the vehicle you told the service advisor that *************** was covering the diagnostic charges that you authorized, when in fact *************** never said that at all either.  Your vehicle was never part of the program.  The program we do have that was not available back then requires people to get every maintenance service at our dealership or its voided. Even if your vehicle was part of it, which it is not, it would have been voided due to never servicing it here, not once in 10 years.  We are not responsible for your vehicle repairs or going to refund money for diagnostics that you authorized before we did it.  We do wish you the best in getting your vehicle repaired.  Thank you.

  Customer Answer

  Date: 05/21/2024

  I would like the mail reopened because all our mail went to spam. 

  

  Business Response

  Date: 05/21/2024

  Dear **************, 

  Unfortunately, your version of events is entirely different as to what happened. Your vehicle was never offered or part of the lifetime powertrain protection plan. You bought your vehicle 10 years ago.  Our service advisors do not discuss warranties on the phone. Everything in service is recorded. She explained to you the diagnostic fee and you authorized ALL diagnostic charges. It was only after you called her back and heard our phone message about our lifetime warranty coverage that you asked about it and was told your vehicle was not part of it. *************** explained this to you as well. Then when you went to pick up the vehicle you told the service advisor that *************** was covering the diagnostic charges that you authorized, when in fact *************** never said that at all either.  Your vehicle was never part of the program.  The program we do have that was not available back then requires people to get every maintenance service at our dealership or its voided. Even if your vehicle was part of it, which it is not, it would have been voided due to never servicing it here, not once in 10 years.  We are not responsible for your vehicle repairs or going to refund money for diagnostics that you authorized before we did it.  We do wish you the best in getting your vehicle repaired.  Thank you.

  Update: ************** has contacted ******************* not once, but twice, and was told the same as above both times. The vehicle is over 10 years old, absolutely no warranties on the vehicle. Customer is owed nothing, and this case is closed. Thank you.

  Customer Answer

  Date: 05/21/2024

  Suntrup Fords response to my complaint is a complete lie. Please provide your supporting documents or recording of where your advisor spoke to me about the diagnostic cost. The fact of the matter is it doesn't even make sense. Why would I pay 2 employees to drive a 10 year old truck with a bad transmission to a **** dealership that is 30 miles from our shop to pay them to diagnose a truck that I already know needs a transmission. I have several trucks and have owned them for 20 years. The only reason I brought this truck to Suntrup is 1. When I bought it they told me it had a lifetime transmission and engine warranty through their dealership and 2 (MORE IMPORTANTLY) They confirmed this and said to bring it to them . Otherwise, I would have fought them for the warranty before investing my employees time and money in bringing them the truck. I never once heard anything about a cost of a diagnostic fee until my employees called me when picking up the vehicle and saying Suntrup wouldnt release us the vehicle without us paying them $410. . Either both the dealership and the advisor are lieing or just the advisor. Either way, its terrible business and a awful way to treat a ******************* customer and a customer of their dealership that has bought 3 trucks over the last 10 years from them. 

  Customer Answer

  Date: 05/22/2024

  Complaint: 21676451
  
  I am rejecting this response because: I have requested the recording of the phone call you said you had or the signed diagnostic information. Neither exist that support your side of the events and that is why your unwilling to provide it. **** Corporate has made no determination yet besides the manufacturer warranty expired in 2019. This is clearly not about that. Its about your advertised dealership warranty and the $410 fraudulent diagnostic fee your charged us to get back our vehicle. 
  
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/22/2024

  Unfortunately I didnt keep the records for this long. If I had I would take them to court. My complaint is for the $410 diagnostic fee I had to pay. It was never discussed. My service advisor during the initial phone call said it would be under warranty if it was a transmission. Nothing about a cost to look at the vehicle. This is all detailed in my complaint. Im requesting the recording of the phone conversation or a signed diagnostic estimate cost. If they cant provide that, they should refund what I paid. 

  

  Business Response

  Date: 05/23/2024

  Again, your vehicle was never part of the program, we never even offered it back then.  You authorized the diagnostic charges before the vehicle was looked at with the advisor. The advisor NEVER said anything to you about it being under warranty.  After your vehicle was already here and you were on hold waiting for the advisor, you heard our new advertisement about lifetime powertrain warranty, when she got on the phone you asked if your vehicle was part of it,  She told you she would check, and you were told it was not part of it.  Then you asked the finance manager and **** told you the same. You turned around and tried to get the advisor to let you go without paying saying that "**** was taking care of the charges" when in fact **** never did.  With our Powertrain warranty that we do offer (that was not available 10 years ago), the condition is that you have to get ALL maintenance services done by us or it voids the warranty. We have never seen your vehicle in 10 years, not even for an oil change.  We will not be refunding anything to you.

  

  Business Response

  Date: 05/23/2024

  We are working on an amicable solution.  Thank you.  

  Customer Answer

  Date: 05/30/2024

  Complaint: 21676451
  
  I am rejecting this response because:
  

  I received my first phone call from Suntrup Ford last week from a hostile manager saying they are not going to do anything for me.  The refund that they saying they are going to give me is actually coming from **** Corporate for the service from this dealership.  The refund is coming from **** Corporate and the dealership rejected my complaint.  So the dealership is not offering me the refund.  The dealership is not taking any responsibility and has been not been cooperative.  I reject the dealership's response.
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/30/2024

  Again, nobody was hostile to you at all and your version of events is not accurate or truthful.  We wish you the best.   Thank you 

• Initial Complaint

  Date:04/03/2024

  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 purchased as new **** F-150 VIN *****************. I purchased a bed cover and floor mats that had to be ordered and installed at a later date. I returned to Suntrup, picked up floor mats and they had a 3rd party install the bed cover on site. Sales took me to the Suntrup maintenance bay when the vehicle was complete. They showed me a small scratch on the new cover and said they are ordering a new one and will install once it comes in. In April 2023, I came in for my first oil change and asked about the bed cover. *************************** in maintenance was very helpful trying to look it up but could not find history of the bed cover and noted they had changes in personnel. Months later, I eventually found a credit card receipt of the original transaction, but this did not help them track it down. I came back, talked to the sales manager. He quickly pushed me to service (although I believe sales dropped the ball on this). I talked with ******* and the Service Manager but all said they have no documentation of the cover. They wanted me to talk with the cover installer, but I never interacted with the cover company. I am frustrated that I've had to work this issue.

  

  Business Response

  Date: 04/04/2024

  ******************* bought the vehicle almost two years ago. It has three tiny little nicks in the cover the size of pen tips. Although he shows us a very poor quality photo copy of a credit card statement, it was not a receipt,  we have no record of a cover being purchased from us and we went back and looked through all our credit card transactions (2 months before he bought vehicle and 2 months after he bought vehicle) and there was none. We checked with the 3rd party installer they the dealership exclusively uses and they have zero records of installing it. We checked his vehicle buyers order and there is no record or mention of a cover either. He could not produce anything showing a cover receipt. The first time the nicks were mentioned were almost a year after buying the truck and he was told the same thing.  
  We do not warranty 3rd party products. We dont make the covers, we dont install aftermarket covers directly and cannot warranty something he waited a year to complain and then again almost 2 years to complain.
  we recommended him to contact the cover manufacturer as they may have a warranty directly, but that would be his responsibility to contact them. He refused to contact the cover manufacturer even after we gave him the cover manufacturer phone number. 
  We will not be doing anything with this situation and still recommend customer to contact the manufacturer of his cover.  

  Customer Answer

  Date: 04/04/2024

  Complaint: 21527916
  
  I am rejecting this response because:
  Many of the responses are not accurate, I complained at my first oil change a few months after purchase. I assumed it was being worked until I came in for the first time.  Yes, it is over a long of dispute because I expected Suntrup to be working it.    In my future visits ******* said he can see my concern in history.   I kept trying to find more information (credit card receipt).
  

  The credit card receipt is legible with a clear date, however Suntrup cant produce the correlating  receipt.  This is odd to me.  I am happy to connect whatever questions we need to resolve with my credit card documentation provided.
  

  All this started when I picked up my vehicle from the Suntrup maintenance pickup and they pointed out the issue.  I said the damage was small in my complaint, but the Suntrup rep told me he was reordering.  At the time I was impressed because I might not have noticed the issue.
  
  *******************************

  

  Business Response

  Date: 04/05/2024

  Unfortunately, we have no credit card transaction history with our accounting department at all.  Nothing in his vehicle purchase buyers order or paperwork has anything reflecting a cover being sold or installed. Customer did not have a receipt, he had a photocopy of a statement, not a receipt. Regardless, it's been almost 2 years and there is no way to warranty it or replace it. The spots are so tiny, (size of pen tips), nobody would even notice it. Also, it does not affect how the cover operates or functions. Tonneau covers a subjected to road debris, rain, hail, sun and weather related wear and tear as well. Normal use wears covers. We will not be issuing a refund or replacing a cover thats been in use for almost 2 years.  Thank you. 

  Customer Answer

  Date: 04/08/2024

  Complaint: 21527916
  
  I am rejecting this response because:
  Suntrup made a commitment to me, did not honor the commitment or keep record of the commitment and the primary argument is that it has been too long.  Its a long time because you did not resolve.

  It is hard to believe you have the date, amount and person for a transaction and cant look up the history.  I do not think you want to reconstruct the history.  Do we think this was some random purchase to Suntrup?  Can a 3rd party confirm you cant look this up?
  

  It is sad that you did not stand behind your words!  I guess that will be your reputation.

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

• Initial Complaint

  Date:01/12/2024

  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.

  We bought a 21 transit with ****** miles on 11/22/23. 11/24 we noticed the squeaking. We decided to try to get a video and figure out when the squeaking was happening so we could take it back to the dealer for service. The squeaking was intermittent. The van was driving normally with no engine lights on. On 12/7 we got a video and made an appointment for 12/14. They called that day saying the caliper had failed and destroyed the front brakes. We were told we were at fault and hit the brakes too hard to make this happen. They said it needed front brakes, rotors, caliper, brackets and a couple other related repairs. We asked about back brakes as there had been squeaking there too and they said the back brakes were good. They told us it was bought with no warranty so we were on our own. (We were told later even if we had a warranty this wouldnt have been covered) The lady in the service area told us shed already spoken to the used car manager and our sales rep before she called and they agreed it was our problem once we left the lot. We talked to the used sales manager and he checked the report from the service of the vehicle before it was sold.It said the brakes were fine when they sold it, so it was on us. The paper had items marked as checked that our vehicle didnt have and flaws our vehicle did have werent marked. Buying a van for $43,000 and being told everything is running smoothly should mean you arent paying $2100 3 weeks later for repairs. You shouldnt have to be a mechanic to check over before you buy from a dealer. It was a fight to get their diagnostic fee waived so we could take the van elsewhere to have a second opinion & repairs. When we left we drove it 38m to the mechanic. They said the front and back brakes were all bad. They had the mm left that Suntrup said but were rusted and gouged. Also the caliper that caused the front brakes ruin was functioning properly. We have driven over 500m since and the caliper is still functioning perfectly.

  

  Business Response

  Date: 01/26/2024

  Dear *******************,

  You did buy a 21 **** Transit on 11/22/23 at ****** miles.  The van was not experiencing any issues when you bought it.  You also bought the van "AS IS with NO warranty".  You signed paperwork declining any extended warranties.  So you purchased the vehicle as is, and no warranty at all.   Almost a month later, and 1236 miles later you came back and had us look at the vehicle, which we found the one caliper not releasing all the way.  You declined repairs and refused to address the issue.  Issues with vehicles can arise at any time,  which is why extended warranties are offered.  When you buy something "as is", there is nothing more owed and no warranty expressed or implied.  Unfortunately we will not be reimbursing for any repairs you declined with us and had done somewhere else.   Sorry but we are not liable for any repairs.  If you have any more questions please talk to your salesman and/or used car manager.   

  Customer Answer

  Date: 01/30/2024

  Complaint: 21135132
  
  I am rejecting this response because:
  BBB
  
  The warranty is irrelevant, we were told by your employee that no warranty you offer would have covered this. After being told everything was good we took off on a trip the next day, trusting that information. We noticed the squeaking the morning after a 5 hour car ride (so 36 hours later and 350ish miles after purchasing the vehicle). Even if you choose not to believe that, we called in as soon as we got the intermittent squeaking to replicate on video so youd know what to look at. That was two weeks after we purchased it. Not almost a month. 
  We reported squeaking from both front and back and specifically asked about both once we were told the squeaking was due to the brakes. The service department told us the back brakes were good and the front were shot due to the caliper that was not releasing. We were unhappy with your lack of communication, response and prices. That coupled with the fact that the vehicle you told us was good started doing this a day and a half after we got it with no dragging or burning smell that typically go along with sticking calipers made us not trust your business and want a second opinion. We drove it straight from your business to the mechanic that fixed it and found all four brakes (not just the front two) to be rusted, gouged up and in terrible condition. And the caliper that we were told caused it all was in good working order so, not sticking. That means the repairs you told us needed done were false, with a false cause AND you were going to send us on our way over $2000 later WITH BAD BACK BRAKES. In a twelve passenger van, filled with our kids and our ****** kids, putting us in danger and everyone else on the road around us in danger.
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/01/2024

  TR 05/01/2024 [ C ] This company denied any knowledge that they sold us a vehicle with bad brakes, I will speak to my husband and get back to the BBB on how we would like to proceed.

  TR 05/07/2024 [M]  Sent an email to the consumer requesting an update. [CR]  We would like to close this complaint and move on from it, the company would not take responsibility for selling us a defective vehicle that was unsafe to drive.

• Initial Complaint

  Date:10/09/2023

  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.

  On 10/9/2023 I went to suntrup ******** to get the works and new wiper blades. My total came out to $138 and some change. This is the SECOND time their mechanics didnt fully do their job. If my car was inspected, they wouldve found that I didnt have a back windshield wiper and exterior damage all around, my tire pressure was not checked, and my fluids were NOT topped off. I had to go to ******* and buy my own fluids and do it myself. The last time I went I used my rewards points so I wasnt worried about them not doing a full inspection, but I paid my own money this time. I called them to let them know their mistake the last time, I did not contact them this time. I refuse to go back. Also, my new windshield wipers are just as bad as my old ones, if they even changed it. Wouldnt be surprised if they didnt even change my oil.

  Customer Answer

  Date: 10/16/2023

  I got a notification that my oil life was low on 10/15/2023. On 10/9/23 my oil was supposed to be changed. 

  Customer Answer

  Date: 10/16/2023

  I got a notification that my oil life was low on 10/15/2023. On 10/9/23 my oil was supposed to be changed. 

  

  Business Response

  Date: 11/06/2023

  Dear Zoria,

  I am sorry that you are not pleased with your last service visit.  We did provide the oil and filter change and we did install new front wiper blades.   If the fluid levels are within the correct range, we do not top off.   If the fluids were low, we would of charged extra for the fluids to top off.   Fluids and oils are very expensive these days.   The FREE courtesty multi-point inspection is a courtesy we do.   It is only certain things we check visually. (not the entire vehicle)   This is not an inspection to report accident damage or body damage.   If we missed your rear wiper missing, I apologize.   Unfortunately,  I cannot refund you back for a courtesy inspection that you were not charged for.    If you have an issue with your wiper blades, please stop by and let us check them for you.

  Please let us know if you want to stop by and have us check your wiper blades we installed.

  Customer Answer

  Date: 11/07/2023

  Complaint: 20716966
  
  I am rejecting this response because:
  
  I paid for THE WORKS, not just an oil change. Thank you for the useless response that did not help. I got everything taken care of and I am still waiting for my refund. Please lets not take this to court. Thank you! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/08/2023

  Dear *****,  I am sorry for the confusion and misunderstanding.  This issue has been resolved today and we thank you for your patience and understanding!   We wish you the very best and happy upcoming holidays!

  Have a great day and thank you!

   

  Customer Answer

  Date: 11/08/2023

  The problem has been resolved. I was contacted by the site directly and we have worked out the confusion. 

• Initial Complaint

  Date:06/21/2023

  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 purchased a 2019 Ford F-150 in February of 2022 along with an extended warranty contract. In March of 2023 the truck began making a very distinct and loud noise. When I called Suntrup Ford I was informed by their service department that they could not even get the vehicle into their shop for at least another month. At that point I called the previous Ford dealership I have done business with for a long time. They were able to get me an appointment to drop it off on March 14, 2023.
  
  On March 13, 2023 I called and spoke with the GM **** *****. I was now going to have to pay a $200 deductible because I was getting the repairs done at another dealership. I explained to **** that what other choice did I have but to get it in somewhere because I reply on my vehicle for work and I also have two young children and could not jepordize their safety driving it for another at least another month. **** agreed to split the cost of the deductible for my inconvenience. When the work was completed he asked me to send him a copy of the receipt and the work done to the vehicle. I sent him that information and copies on April 4, 2023 at 11:44 AM. As of today I have not received a check for $100 or any type of response.

  

  Business Response

  Date: 06/21/2023

  I apologize you have not received a check in the amount of $100.00.  I will make sure this check gets sent out to you immediately.

   

  Regards,

  **** *****

• Initial Complaint

  Date:10/18/2022

  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 purchased a vehicle from this dealership in August of 2022. No less than a few days following the 60 day warranty agreement my check engine light appeared on the car. I took the car for a diagnostic test and was informed that there I needed an air mass flow replacement, and that this could be caused by air flow or other issues that could mean serious damage to the vehicle. I attempted to reach out to my dealer, **** ***** on several occasions via email and phone call and never received a return response. I was finally to speak with one of the **** *** who is one of the managers there and he notified me that I should take the car to a repair shop elsewhere other than their service center as I had no warranty with them. The entire encounter or lack thereof was very dismissive and offered no real assistance of value to me. Being that I purchased the vehicle less than 90 days ago I feel that they should offer some assistance on such a serious issue as a faulty engine.

  

  Business Response

  Date: 10/19/2022

  We provide a 90 day or 3000 mile written warranty on the higher mileage vehicles we sell. We purchase this warranty from a company named CNA at no cost to the customer.  When this customer called I informed her that her warranty was good anywhere and that since it was a Volvo she should take it to a Volvo dealer.  We have not heard anything else from this customer since.

  Customer Answer

  Date: 10/20/2022

  Complaint: ********
  
  I am rejecting this response because:  I was informed by Tony Lee that my warranty was no longer active, and when I informed him that I had made an appointment with the service department for November he then stated, "Why are you bringing it here?  You should take it to a Volvo dealership."  He specifically told me that my warranty was no longer good, the exact opposite of what is in the response.
  
  
  
  Sincerely,
  
  
  
  ****** **** *****