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:10/04/2022

  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.

  Purchased a car in July from Innovative and it needed work before it was released to me.They said they did the work and delivered the car to me on 8/1.The night of 8/1, I was in the passenger seat of the car and noticed what I describe as small bullet holes in the windshield.I texted the dealership asking about them and was told they were there to begin with and filled with resin and it passed state inspection.I pointed out to him they were in fact NOT filled with resin.The next day he had a windshield replacement company come and replace the windshield and I paid half. Not sure why I paid $175 when this should have been taken care of in order for it to pass inspection. On 8/4, my fiance and I left with it on vacation.A few days into vacation, the car started locking and beeping.The message key not located came back up on the information screen.I called the dealership and told them the battery they replaced in the key fob made no difference as the message is back on the screen and the remote start doesn't work all the time. I didn't hear back from them.One day on our vacation our niece was buckled in her car seat and the car locked with her in there and the key fob was in the car.It was 100 degrees and 100% humidity. We were down in VA.Pure panic set in.We were able to coach her out of her car seat to unlock the car.This behavior with the car continued. When we returned from vacation I called the dealership on 8/15 to follow up with all of the issues that took place.He suggested I make an appt. w/ ******** Ford which I did. It took 2.5 weeks to get in, and my car was there 2.5 weeks.The verdict was the key fob was bad and infected so they couldn't pair it with a new one which meant I had to get 2 new ones. $650 for 2 new fobs and $100 for diagnostic.I contacted the dealership as it was originally part of the contract and the dealership says they are not responsible as it was working when it left the dealership. There are many details left out but no space left.

  Business Response

  Date: 10/12/2022

  All obligations were fulfilled by dealership. 

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: 18163931
  
  
  
  I do not accept the business's response as a resolution to my complaint because: You can see as part of the contract, that the key fob was an issue, and the dealership thought by changing the battery fixed it but it did not. I informed them of this after day 3 of ownership and again not even a week later when the car locked my niece in her car seat and the key fob in the console. I am asking that they at least refund the invoice from the appointment they asked that I make to correct the key fob issue.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 10/31/2022

  All obligations were met.