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:05/01/2025

  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.

  on March 3, 2025, I went to ******* ****** dealership I spoke with ***** the salesman I specifically requested a four cylinder vehicle, ***** showed me the **** escape that was in the showroom, ***** stated to me that it was a four-cylinder vehicle with a 1.5 eco-boost. I then went onto the financial specialist named ****** *******, I asked him if it was a four-cylinder that I am getting he said to me yes it is I told him that I just wanted to make sure. I asked ***** the final time when I was leaving the dealer ship with the car and ***** the salesman stated to me that yes Miss ******* this is a four-cylinder vehicle you'll be fine, several weeks passes | received the title in the mail for the car towards the end of the month and it stated the vehicle was a three cylinder I called the dealership on April 6, 2025 and I spoke to ******* boss he told me to call back on Monday, so on April 7, 2025 I spoke to ***** the salesman and he stated to me that there's nothing he can do and he can't believe that I called his boss to get him in trouble and I said it's not a matter of getting you in trouble I want the problem to be corrected and he stated to me that he could not do that. I went back to the dealership on April 8, 2025 and I spoke with ******* manager his name is **** and he stated to me that it was a misunderstanding and I said I need to know what are you going to do to address the matter and he stated to me he cannot take the vehicle back because it would make him and the business look bad. **** the manager at Stevens Ford suggested to me to wait three months and build up my credit and come back to the dealership and he will put me in another vehicle, I asked **** for this in writing and he stated to me that he could not do this, I asked why not give me this in writing **** said he just can't so, Meanwhile ***** the salesman and **** the manager of ***** admitted to me it was a misunderstanding on their part. I put down $1000 using a debit and credit card.

  Business Response

  Date: 05/04/2025

  The above complaint has already been sent to the Office of the Attorney General File # *************  We are aware and understand the consumer's complaint.  The attached window sticker shows that the Manufacturer does not clearly display the number of cylinders but show the engine as a 1.5L ECOBOOST W/START-STOP.  The customer did view several vehicles before picking this one and the deal was not completed in any type of short period of time where they did not have adequate amount of time to both choose and drive the vehicle.  The customer can work with us to trade out of the vehicle and choose a different vehicle.  The time from of such a transaction was dependent on them having the title to the vehicle so we could take the vehicle in and potentially re-stock and sell as a used vehicle previously titled.

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   

  The above company did not show me many vehicles they only showed me a used pick up truck and I liked the pick up truck but they quoted a high price, The used pick up truck had ****** miles, the sticker price on the vehicle that they displayed above is not the same sticker Price of the vehicle that was purchased.I myself look at vehicles inside of the showroom and was told by the salesman that they are very pricey it would be above what I could afford, I was specifically concise and stated that if I was to buy the The **** escape I wanted a four-cylinder vehicle, I was originally set on purchasing a **** pick up truck. I was not shown any other vehicles by the salesman so when they state  I viewed other vehicles its because it was already in the showroom the salesman did not show me any thing else . I was told that I couldnt afford it by the salesman. I went back to the dealership to try to settle the matter but was told that they could not take the vehicle back because it would make their business look , **** dealership knowingly misrepresented the vehicle to me. 

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

  Business Response

  Date: 07/25/2025

  We do take the customers opinion seriously.  We do want to help the customer but the fact of the matter is we are unwilling to make any type of financial offer to the customer.  We are looking to have her in person pick out a vehicle and actually make a purchase that has her full confidence behind it.  The customer made multiple trips to the dealership and inquired about the specific vehicle she now owns.  As to the cylinder requirement I can not speak.  In good faith we worked with the customer to negotiate a deal on the specific vehicle.  This is not a bait and switch situation.  The dealership was taking the stance we would attempt to give her a fair trade in for the vehicle but since we can't get her to come in and attempt to resolve this we are no longer looking to make any good will type of offer.   At this time we consider the customer the owner of this vehicle.

  ***** ********
  ******* *******
  ******* **** 
  
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  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because: 

   Stevens 112 Ford did not show me the wholesale receipt when signing they stated to me verbally that it’s a four-cylinder that I would be receiving, the finance personnel that have me sign the documents only turned to the bottom part where the signatures were supposed to be signed on the documents,he had his hands pressing down the rest of the documents and just turned to where at the bottom of the page that I needed to sign to receive the vehicle he kept repeating to me it’s a four-cylinder vehicle and told me meet my car out front they are taking it outside and that he’ll put the documents in the folder envelope and stated that I did not need to worry about it, if that’s not deception I don’t know what is, I didn’t think twice to re-check the documents, When you are dealing with a business you expect them to be very honest with you and they know they did make a mistake and they will not seek accountability and now they’re deflecting it to me to take accountability, well I will take accountability I’m sorry that as a veteran of the United States Army that I was stupid enough to trust Stephen 112 Ford and I will be leaving my view on Google, because I do not want another veteran to experience what I’ve experience the fact that I’m black and a woman they thought it was very cute with what they did and to be very honest it should not be about color but I feel it really was it went to that level, I am a grown woman and I should’ve been treated with respect and that knowing what I wanted should’ve been honored.

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

• Initial Complaint

  Date:04/01/2024

  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.

  On January 11, 2024 I purchased a brand new **** bronco from STEVENS Ford. The vehicle cost me approximately $62,000. On March 16, a little over eight weeks later with only a few hundred miles on the vehicle, the engine began to behave strangely. We happened to be near the dealership and brought the car in. On Monday morning, March 18, I was informed by the service department that the car required a brand new engine, and that they were going to order an engine for me from ****. I paid $64500 for a brand new vehicle from the factory. I do not want a vehicle with an engine that has been replaced by a dealership, which is going to function, improperly and ***** in a host of all sorts of new, annoying troubles. I told them to keep the car and just give me my money back yet they refuse to do this. I argued that the entire reason for purchasing a brand new vehicle is so that one owns a brand new vehicle that is essentially a flawless vehicle. They are refusing to return my money and take the car back.

  Business Response

  Date: 04/01/2024

  Customers vehicle is under manufacturer warranty. Concern is internal engine. Under the guidelines of the manufacturer, the dealer has the option of replacing the complete assembly as opposed to overhauling it. We feel it in the customers best interest that we put a complete engine in as opposed to rebuilding the engine thats in it already. We supplied the customer with a loaner vehicle. The option of buying the vehicle back is for the manufacturer not for the dealership. We will forward customers request to ****. 

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I purchased a new vehicle and that is what I want. I do not want a vehicle that has been rebuilt after it only had a couple hundred miles on it. And making this all the more outrageous, the vehicle was returned to us with body damage throughout. Scratches on the door and bumper as well as damage to the bumper hooks in the front of the vehicle as well as the door handle for the cargo compartment, after the entire Body of the vehicle was lifted from the chassis in order to perform an engine replacement. Please see the attached photographs. Attached is also a detailed photograph of some of the door damage.  

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  Customer Answer

  Date: 05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not heard an update with respect to a new replacement vehicle.

  When will this be resolved and when will the dealership and manufacturer provide a new vehicle, which is what I purchased, and except return of the vehicle that had a damaged engine?

  The entire point of purchasing a brand new car is so that you can drive a brand new car not drive a car that has had the engine replaced at 1600 miles.

  This must be addressed at once.

   

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

  Business Response

  Date: 05/15/2024

  We have opened a case with ******************* The case number is CAS49409462D6S9B8. This is a request for assistance in trading ****************** out of his 23 bronco and into a new vehicle. The dealer will work together with **** to make this happen. In the interim, ****************** should come down to the dealership and see if theres any vehicle in stock he might be interested in. We are awaiting his response. 

• Initial Complaint

  Date:12/19/2022

  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 a 2021 ****** Wrx sti from this dealership . Basically a new car with only **** miles on it . I traded my 2017 ***** Civic at this time . The civic only had one key which was discussed prior to the deal . I made the purchase and was given 2 keys for my new car . Upon arriving home 3 hours away I realized they had given me the second key but , for a different car than mine . I contacted them and they said they would look into it . With no response 6 days later I tried contacting them again and got no response . So , I texted the salesman ***** and a got a response that they didnt now have a second key supposedly and that since my trade only had one key too bad . Now they wont answer me at all . My understanding is that they sold me the car with two keys so that I what should expect . With no resolution I am asking for the bbb help with this matter . Please advise . Thank you , *********************** .

  Business Response

  Date: 12/19/2022

  Thank you for contacting us at the dealership.  We will need more time to gather all of the information about this issue but we are pretty certain that we can rectify this issue ASAP