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:05/27/2025

  Type:Customer Service 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 2019 **** ******** on April 18, 2025. Next day found third row seat didn't function. Also found antenna on roof had culking from previous owner as well as duct tape residue on roof holding antenna on. Also noted moisture in passenger side of rear view mirror turn signal indicator which signifies a broken seal.
  
  Dealership only going to repair seat. Not taking responsibility for other two items.
  
  Took vehicle to a local dealer and unable to use purchased warranty as the damages were done prior to my ownership.
  
  Local dealer made it clear that it was substandard to sell a car with those issues.
  
  Spoke with Dan F******** of Dave Smith **** on multiple occasions. Unwillng to say how they were not responsible for the broken items and threatened to not repair seat if I didn't say yes to what they are willing to do. Dan F******** hung up on me when I told him I wasn't satisfied with only the seat repair.

  

  Business Response

  Date: 06/02/2025

  To whom it may concern,Our sales manager Dan F******n has spoken to Ms. ********* multiple times regarding the items in question. We will be sending out a check for $650 for the repair to the rear seat, that should go out tomorrow.The mirror has a crack in the housing/ outside cover but works properly. We are not going to cover that.Regarding the roof antenna, that is something that we definitely want to look at in our own service department to determine the full extent of the issue as Ms. ********* states that the issue is intermittent. We are happy to do that whenever it is most convenient for Ms. *********, recognizing that she lives out of town.Thank you 

• Initial Complaint

  Date:02/18/2025

  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 USED TRUCK FROM DAVE SMITH FORD 11/8/24 I PAID CASH AND DROVE THE TRUCK HOME.AS OF TODAY 2/18/25 I HAVE NO TITLE AND HAVE NOT BEEN ABLE TO DRIVE MY TRUCK AS I CAN NOT REGISTER IT,IT HAS BEEN INSURED ALL THIS TIME AND THE WARRANTY HAS RUN OUT.HAVE CONTACTED THEM EVERY MONTH SINCE MY PURCHASE ASKING ABOUT MY TITLE EACH TIME,ONLY TO HAVE EXCUSES.NOW ANGRY AND LOOKING TO BE COMPENSATED AND TO RECEIVE MY TITLE.SPOKE TO STEPHAN,DAVE, ANTHONY..EXCUSES TRYING TO PLACATE ME..BAD BUSINESS DONT BUY HERE!!!

  

  Business Response

  Date: 02/19/2025

  To whom it may concern,We have been in contact with Mr. ******* numerous times since he took delivery of his vehicle in November regarding the proof of insurance that was required in order to get his title and registration processed in Pennsylvania. There was first an issue with the insurance expiration date, then the new card from the agent was illegible. We spoke to Mr. ******* in early Jan. and received another card from the agent that was also illegible. We called Mr ******* and left several messages to inform him of this and get resolution and did not hear back from him.Last week, we received a usable copy and submitted it to our processing company. Mr. ******* should have his title and registration in a couple of weeks.We made the customer aware that there would be a delay in getting their DMV paperwork processed without the proper documentation from the insurance company. Obtaining the proper insurance documentation to satisfy DMV is the customers responsibility. Most insurance companies will not communicate with anyone but their own client which prevents us from contacting them directly.We do not feel that Mr. ******* is due any financial compensation.     

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  **** *******THE TRUCK HAS BEEN INSURED SINCE I DROVE IT OFF THE LOT W/A TEMP TAG 11-8-24.WAS NEVER ASKED FOR ANY FURTHER INS INFO.THEY CLAIM TO HAVE JUST GOTTEN A COPY OF MY INS? FROM WHO NOT FROM ME! THEY HAD THIS INFO WHEN I LEFT THE DEALER I WOULD NOT HAVE BEEN GIVEN A TEMP TAG WITH OUT IT.I HAVE NOT BEEN ABLE TO DRIVE THE TRUCK AS I CAN NOT REGISTER IT AS THE TITLE HAS NOT BEEN TRANSFERED ALL PAID FOR BY ME AT PURCHASE.DOES THIS SOUND REASONABLE TO ANYONE AT ALMOST 4 MONTHS S                       

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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 Monday January 20th 2025 around 7 pm i went to this dealership to charge my EV dropped my car off and came later around 10pm to pick it up. upon picking my car up i see it only charged about 30% then it charged me $46.73 dollars for the 30% of charge. when i confronted the business about this discrepency they tried to sweep it under the rug by deleting my comments on social media and by blocking me from posting on their pages. When i called them to confront them about it they hung up on me 4 seperate times and treated me with the most disrespect i have ever witnessed claiming "i didnt have the right to post on thier pages" continuing on treated me like a toddler scolding me etc. absolutely horrible customer service. i want sara s**** and Dan F******* Fired immediately and this dealership shut down for false advertising and for evading and handling their customer complaints like children and not taking responsibility for their actions.

  

  Business Response

  Date: 01/23/2025

  To whom it may concern,

  
  We have been attempting to work with **** since Tuesday morning. The angry texts, phone calls and emails started at 10:30pm on Monday evening and continued all day Tuesday, Wednesday and already today (Thursday). Here is a sample of the texts that we received Tuesday morning.  "refund me now you charged me 46 f@@king dollars I expect a full refund. Give me my money. Let me know what you're actively doing to give me my money back. I expect a prompt response. Here call them (the credit card company). I did half your job for you, you're welcome. Trust me you will be getting a call and it will not be a pleasant one." This was all before noon on Tuesday.
  

  We have a partial refund of $20 here ready for ****, which we informed him about Tuesday. 
  

  The phone calls started Tuesday afternoon. **** has spoken to three different managers here and is not satisfied with answers that he received from anyone. He has called the dealership demanding to speak to all the managers probably close to 10 times. **** feels he is owed more of an explanation about our price policies and social media procedures than he received. While we were actively trying to resolve his issue, he was posting negative remarks on our facebook page. He then became upset that we removed those comments and called us unprofessional.
  

  **** has continued to email in to the dealership demanding a full refund. He did receive a 35% charge on his vehicle. The rate was clearly posted and he was aware of the rate but stated that he thought it was a mistake. 

  As stated, we have a check here for **** for $20. I am happy to put it in the mail for him. 

   

  

  Business Response

  Date: 01/24/2025

  To whom it may concern,

  **** received a 30-35% charge on his vehicle and was charged $46. He feels that he was overcharged. As a goodwill gesture, we have offered him a $20 refund which we feel is fair.

  That is our final offer. Please let us know where to forward the check. 

   

   

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  So in other words this business is charging me an asinine amount (26 dollars) for 30% of charge which is about 40 miles of range. Not even the richest man in the world would think that's an appropriate amount to pay do better Dave Smith Ford. The "20 dollar refund" is not accepted. I truthfully don't even care about the money I'm more concerned about the lack of respect they have and the lack of professionalism. I will not be satisfied until a full refund and a formal apology is received.

   

  until i receive an apology ill continue emailing daily 
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/02/2024

  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 my car in 2021 from Dave smith ford, when I bought my vehicle I was sent to the back to talk to finance and obviously go over warranty. I explained to the gentleman I don’t buy warranties since I was mislead on my last one. He then proceeded to tell me ***** ***** will drop it a percentage point if you buy the warranty and went over more in detail. He stated that EVERYTHING was covered with it being a hybrid vehicle and all of the electrical components to the vehicle. He sold me, I called ***** ***** a few days after and asked if this was a thing about dropping the percentage point and they were puzzled. I then just recently had a 12v battery issue and again this was supposed to be covered based of what the finance manager told me. I go in today and said I went to another dealership and they told me most of the stuff I said was supposed to be covered isn’t and that this is a issue with the specific gentleman in question(Australian guy who no longer works there). I go in and explain all of this and the gentleman told me “there is a reason why he isn’t here anymore” and proceeded to tell me it wasn’t covered. So here I was mislead to boost the dealerships numbers and the customer gets the short end of the stick like always.

  

  Business Response

  Date: 12/13/2024

  Good afternoon,

  After reviewing the situation with several staff members, I understand that Mr. **** has already had the work performed at another facility. If he could provide us with some additional information, such as a copy of the repair invoice, we can make a determination of our participation.

  Thank you

  

  Business Response

  Date: 01/06/2025

  We can cancel the warranty on his behalf.  Mr. **** will receive a pro-rated refund for the unused portion of the warranty.   

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Again I told the gentleman i didn’t even want the warranty then he told me it covered things when it did not. That is absolutely unethical and for you too back what he did is absolutely unacceptable. Your sales rep I swear on everything literally said and I quote “ there is a reason why he isn’t here anymore” so you let him go because of these constant issues and you need to fix the issues he caused. I want a full refund of the warranty and I will never deal with this dealership again. I do not agree to your terms. 
  
  
  
  Regards,
  
  
  
  ******** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair 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.

  Purchased a 2021 ******* in October of 2022, multiple employees of the dealership had advised me that the car was modified, but assured me that the modifications did not affect the factory warranty.
  
  Shortly after purchase the vehicle had issues starting, but as I was not driving it frequently I assumed it was the battery draining from not being driven.
  
  Starting in November/December of 2023 I began driving the vehicle on a daily basis, and one day the vehicle could not be jump started, brought it to a different **** Dealership that was local on January 17, 2024 and they diagnosed a bad starter, denied the warranty as it was modified by the original owner.
  
  I then took it to Dave Smith Ford, and had been advised that if the issue appears to be resolved for the time being, to wait until the issue returned to bring it back.
  
  Brought it to a local **** dealer for an oil change on May 20, 2024, and the vehicle could not be started while in the dealer’s service bay. Contacted Dave Smith Ford on the same day to attempt to have it brought in for the repairs as advised in January, I was told by Eric H**** that the service department would give me a call.
  
  After not receiving a call for several days I called back on May 23, 2024 and was told that the Service department, specifically an employee named Bob would call me back. That same day towards the end of the business day I sent an Email to Dave Smith, the owner, asking for a resolution.
  
  On May 28, 2024, I had still not received a reply of any form so I called again and reached Eric H****** voicemail, after that call I forwarded the Email I sent to Dave Smith to Eric H****.
  
  On May 29, 2024, after no response I called again, reached Eric H****** voicemail and left a message requesting a call back, as of now I still have not received a call.

  

  Business Response

  Date: 06/19/2024

  Just an update, for the past couple of days, our Service advisor has been attempting to reach Mr. ******** and our calls have not been returned. We would be happy to schedule time for him to bring the vehicle in to let us diagnose the problem. We have not seen the vehicle in our service department since he purchased it in October 2022.  Please contact Bob S***** at ************ to set up an appointment. Thank you 

  Customer Answer

  Date: 06/21/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Good afternoon, I received the update that the better business bureau had attempted to contact the dealership again as the BBB had not yet received a response from the business. Shortly after I received the email from the BBB I received a call from the dealership and they left a voicemail from a service advisor at the dealership asking if I still needed the car repaired, however after not having a vehicle that works for over two weeks I was required to have the vehicle repaired by a different dealership as I still needed a way to get to work. The amount of the repair totaled $771 and I am seeking reimbursement for that amount. 
   
  Regards, 
  
  ****** ********

  Customer Answer

  Date: 07/03/2024

  Here is the invoice of the starter in the amount of $771.33. The work was performed by **** **** **** in Amherst as they were willing to call me back in a timely manner as well they originally diagnosed the issue when it started intermittently occurring.

  

  Business Response

  Date: 07/11/2024

  Dave Smith Ford will issue a check to reimburse Mr ******** for his repair. 

  Customer Answer

  Date: 07/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will update when the check has arrived. 
  
  Regards, 
  
  ****** ********

• Initial Complaint

  Date:03/04/2024

  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.

  Four years ago I purchased my 2018 **** from Dave Smith Ford. With the purchase came with a Lifetime Powertrain Warranty as long as I performed tire rotations and oil changes every 5000 miles. Truck is now at 75,000 miles w/ transmission issue and on 3/26/24 Dave Smith quoted me $4400 for what they “thought” needed to be done to repair the transmission (replace seals might be the issue). Five days later they told me my powertrain warranty was void because I missed TWO tire rotations (zero missing oil changes). When I told my service advisor that that they were incorrect and that my **** Pass App service history DID show a tire rotation on at least one of those two visits I was told my information was incorrect and that I needed the hard copy paperwork from my Dave Smith visit from 3 years ago to prove it and obtain my warranty. Keep in mind, over the past 4 years I visited the dealer every 5000 miles for not only oil changes and tire rotations but also brakes, new tires, battery and automatic starter. Along with refusing to cover the work they charged me $201 for diagnosis to quote me the transmission repair which I then had performed somewhere else for obvious reasons.

  

  Business Response

  Date: 03/12/2024

  To whom it may concern, ***** ******* did receive the Lifetime Powertrain Plan with the purchase of this vehicle. Under the terms of the agreement, the vehicle MUST receive an oil change and tire rotation by Dave Smith Ford every 5000 miles. There is no  leeway with this requirement from the insurance provider. Over Mr. *******'s ownership, there were two instances where he had only the oil change performed and not the tire rotation. This unfortunately voids the policy. I have included a copy of the original policy. I have attached copies of the two repair orders where the rotation was not performed as well as one where it was performed so that you can see the difference in description and service price. I have also included a full copy of the ****** report on the vehicle which agrees with our service records. The new transmission was not covered by the Lifetime Powertime policy provider. The service writers at Dave Smith Ford do not have any discretion to get the repair covered if the terms of the contract were not met. Thank you 

  Customer Answer

  Date: 03/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. In regards to the missing 1/29/21 rotation:  Please find the attached **** Pass Record that I have which leads me to believe my tires were rotated on 1/29/21. In regards to the 1/6/22 missing rotation: -On 1/6/22 at 34142 miles I did decline the tire rotation due to the fact that I had an appointment on 2/8/22 to have a set of NEW tires put on my truck at Dave Smith Ford that I paid $1167 for. In my mind, new tires are equivalent to a tire rotation. -Mileage between last tire rotation (9/4/21) and new tires was 6383 miles. Per the contract there is a 1000 mile grace period between intervals, which I went over by 363 miles.   Dave Smith Ford had a customer who spent thousands of dollars in service at their business over the past 4-5 years. I find it absurd and very poor business practice to deny a warranty they sold to me because I exceeded a tire rotation interval by 363 miles. It is my believe they are doing everything possible in their power to deny my claim because they knew it was a very expensive repair job. I have a quote from a local reputable transmission service repair shop that informed me that without question my transmission needed a complete replacement, not just a couple of seals that Dave Smith quoted me. In addition, my truck had two engine misfire codes which I was NOT notified of when I asked the service advisor for the list of code that were pulled from the truck. 
  Regards, 
  ***** *******

  

  Business Response

  Date: 03/15/2024

  To whom it may concern, Regarding the **** Pass App service details, the "services performed" are indicating items that have been checked by our technician at that visit to give update on condition to the owner. We checked the brakes, tires, electrical, etc.. For instance, on Jan 29, 2021, Mr ******* also did not have work done on his brakes and electrical system that was left off of the customer repair order but listed in the same way on his **** Pass phone app. Our signed repair order and the ****** list the complete information. Regarding the missed tire rotation on 1/6/22, the terms of the contract allow for a maximum of 1000 miles over the required 5000 to remain in compliance. Mr ******* had new tires put on the vehicle at approx 1300 miles over the limits and he did not have the work done at Dave Smith Ford. Unfortunately, the contract holder PDS will not make exceptions to their stipulations. The terms are clearly highlighted and reviewed with customers at time of delivery.  

  Customer Answer

  Date: 03/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Just
  so that we are all talking about the same numbers here. I was approximately 300
  miles over the tire rotation limits. (5000 mile + 1000 miles window permitted =
  6000 miles). Not 1300 miles over as stated earlier.   I was approx. at 6300 miles between my last rotation and my new
  tires. I
  do not believe the contract states that new tires MUST be purchased from Dave
  Smith in order to maintain the warranty – only tires rotated. Also, how are new
  tires not an equivalent to a tire rotation? I
  also find it interesting that through this entire process Dave Smith has shown absolutely zero interest in even submitting the claim to their insurance company. Are you
  telling me missing one tire rotation and exceeding the other by 300 miles over a 4 year period is
  not worth fighting about for your customer? Finally,
  the fact that I was charged $200 for an hour of mis-diagnosis of my
  transmission repair (as stated earlier but never addressed) adds to my frustrating
  experience.  If the service department
  would have pulled the dipstick and noticed the burnt fluid which contained
  metal shavings they would have know that replacing transmission seal gaskets
  was not the only work that needed to be done. 
  
  Regards, 
  
  ***** *******

• Initial Complaint

  Date:01/27/2024

  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.

  My wife and I, negogiated the vehicle price by dave smith ford paying the last two lease payments and disposition fee. That total was $1,238.oo. They putt that price as an addition to my loan and then mailed me a check for that amount. I put $5000.00 down on the vehicle. When I realized later that day I was being scammed and tried to address it with the general manager. he just talked in circles. He was saying people do it all the time so the have the money to pay of the other vehicle . I said i put 5000.00 down. if i needed that 1,238.00. I would have only down a down payment of 3700. He stated but you wanted your payment lower so you had to put more down. That makes absolutely no sense. Its the same amount. and the payments are now higher cause i loaned out money I didn't need. They said the would give us a free tire rotation and oil change to cover the interest i would pay on the extra 1238.00.

  

  Business Response

  Date: 02/14/2024

  ****** purchased a new 2023 Ford Explorer from us in January 2024. She
  wanted her final two payments ($1238) on her existing lease included in
  the loan payments on the new Explorer. Typically, if we are paying off
  an early lease turn in , we pay Ford immediately and the vehicle is
  turned in. ****** was not turning her existing lease in right away.  We
  explained that we would have to issue a check to her to cover the final
  two payments. ****** could make the payments when they were due and then
  turn the vehicle in when the lease expired.
  
  After she signed paperwork and took delivery of her new Explorer, ******
  came back in. She did not realize that she would be paying interest on
  the money that was worked into her new payment to cover her remaining
  lease payments. We talked about it and figured that she would be paying
  roughly $60 additional interest over the course of the loan to cover the
  $1238 in lease payments. To offset the additional $60 in interest, we
  gave her a free "Works Package" consisting of an oil change and tire
  rotation. This typically runs about $100. ****** was happy when she left.
  
  Later that day, ******'s wife called and spoke to our Sales Manager. She
  began threatening him and swearing at him. We do not tolerate abusive
  calls and our manager disconnected the call.
  
  While we did not have to offer any compensation, in order to satisfy our
  customer, ******, we gave her a complimentary service valued at more
  than the difference in interest that would be accumulating on her new loan.
  
  We did not scam them, they wanted the payments included and that is
  exactly what we did. This is routine, standard practice whenever anyone
  has a loan or lease payments to be paid off. The only difference in this
  case was that we issued a check back to ****** to cover the payments
  instead of paying the bank directly.

• Initial Complaint

  Date:10/12/2023

  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 new Ford F150, king ranch from Dave Smith ford at the end of June. I asked for a tondo cover to be put on, the salesman recommended one and showed me a small model. When I picked up my vehicle with the cover on, I found the cover not to be what I expected. I would have to lay in the bed of my truck to release it. I’m 62 and unable to do that. I asked for them to remove it and reimburse me. I was told I couldn’t be reimbursed because they can’t return the item. The dealership told me that when they resell it, I will be reimbursed. It has been 4 months and I have nothing. I have asked my salesman for help getting my money back. He can’t do anything. I called and spoke with a manager named Patrick whom said he’d look into it and call me back Monday, he hasn’t called. I told him I emailed Ford for help and he laughed and said, they won’t do anything. Tuesday, I left a message for Dave Smith. I haven’t heard back. I also tried asking for my money from my salesman and Patrick about 2 months ago. I’d appreciate any help I can get. I wasn’t told it wasn’t refundable.

  

  Business Response

  Date: 10/24/2023

  To whom it may concern,

  Mr. ******* purchased his F150 and selected a tonneau cover to
  be installed. The tonneau cover is a special order part and can not be returned
  to Ford. This is not something that we ever keep in stock in our parts
  inventory, we order the tonneau covers as needed because of the variety of
  sizes and styles to choose from. 
  Our sales manager Eric H**** spoke to Mr. ******* shortly after
  he took delivery of the vehicle and determined that he was unhappy with the
  tonneau cover. Since it was a special order for Mr. ******* and we are unable
  to return it, Eric told him that we would try to resell the tonneau cover to
  another customer and reimburse him when we did. At this point, the tonneau
  cover is still unsold and sitting in our Parts department. 
  Eric H****, our sales manager, has spoken to Mr. ******* a
  minimum of 5 times to give him updates on the status of the tonneau cover.  We have every intention of reimbursing him
  when the tonneau cover is resold. 

   

   

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  Dave Smith Ford gave you a response to my issue. I do not accept their response. Erik never contacted us, I contacted Erik 5 times asking to get my money back. Erik was extremely rude and laughed at us. I did not take possession of the truck, I asked for a refund and the tondo cover to be removed before I did. It has been 5 months and I still haven’t gotten a refund.

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/03/2023

  We will give the customer back $650.00 now and the balance when the tonneau cover is sold.

  Customer Answer

  Date: 11/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Dave Smith Ford has never called me, I have called them 5 times, if not more, asking for my money. If they can’t resell a cover in 5 months, I don’t understand why they have this product. Now adays I can buy anything and be reimbursed. I just want my $1300 back. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/16/2023

  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.

  Last year, my engine coolant light went on. I took it to Dave Smith Ford on December 15, 2021 and they ran a pressure test, no leak found, and filled the coolant. I paid $67.50. Shortly after, my light came on again and I took it back on 2/11/22. On this particular visit, I was charged $358.50 for the repairs. When I went to pick it up, the check engine light was on- even though it wasn't when I dropped it off. They corrected that, and I came back yet again to pick up my vehicle on 2/14/22. The whole experience, however, was inconvenient and didn't leave me feeling particularly confident.
  
  My vehicle was at Scruggs Automotive today 3/16/23 for an oil change and they noted that the engine coolant was low. They provided a photo and recommended a pressure test and cooling system service, estimated at appx. $300. I'm frustrated because my car currently has 86,620 miles on it- only 5,245 more than when Dave Smith "repaired" it last year. When I reported the issue, they simply advised I would need to take it in. Quite honestly, I'm done taking it in. Last year, I had to go back multiple times because the repair wasn't done correctly and now, again, they want me to go back for same issue. Moreover, I have lost confidence in their ability to identify and repair the problem with my leaking engine coolant. Since I don't have much confidence in the Dave Smith Service department, as they have twice failed to correctly diagnose and repair the issue, I would like to be refunded for the repairs/tests made last year in the total amount of $426 plus tax so I can take my vehicle elsewhere to repaired. I have attached the photo provided by Scruggs today, along with a screen shot of their recommendation. Dave Smith should have a copy of my invoices, but I can provide them should they need them.

  

  Business Response

  Date: 03/22/2023

   

  On 12/14/21, Ms. ******** brought her vehicle, a 2013 Ford Escape with 80,000 miles, in for a coolant leak. At that time, we were unable to locate the leak. She brought the vehicle back in two months later on 2/10/22 with the leak and we discovered a hose leaking. We replaced the hose. Unfortunately, during the repair, our technician did not reconnect one of the sensors causing the check engine light to come on. We quickly resolved the issue on 2/14/22

  Over a year later, a competitor's service department is showing the coolant reservoir slightly low and trying to sell Ms. ******** something that she may not need. There are no messages or lights being displayed to indicate any problems. 

  This vehicle has not been into our service department in over a year. It is ten years old with over 86,000 miles. We have not been contacted by the customer regarding any coolant issues or leaks since we repaired it last year. We do not know who has been servicing the Escape in the past year or if the correct maintenance procedures have been followed. 

  At the age and mileage of this Escape, other things do start to deteriorate. It is not unheard of for older Escapes to lose a small amount of coolant over time. 

  In closing, our repair of the coolant leak on 2/22 is unrelated to the present level of coolant fluid in the reservoir. 

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  While I understand the dealer's contention that I haven't reported the problem in over a year, that is simply because I didn't drive my vehicle as much as most do. In fact, this issue was reported approximately 5,000 miles after the repair.  For an average driver, that's the equivalent of approximately 5 months of driving. I also recognize that it's difficult to trust a competitors findings, but the photo is quite clear.  The light hasn't gone on yet, but it's very clear it was on its way.  The facts remain that I paid to have a coolant leak fixed and the coolant is still leaking.  While I'm sure they don't want to reimburse me for my repair, I can't imagine that they honestly feel confident that their repair successfully repaired my leak.  I don't think it's unreasonable for me to doubt their work either.  They couldn't identify the leak the first time.  It wasn't until I brought it back two months later that they claim they identified it.  How could I feel confident that their test was performed properly? 
  
  
  
  Regards,
  
  
  
  ***** ********