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:07/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 financed a truck from this dealership 2 months ago and from the beginning it has had issues I have texts of me telling them this since the first day I got it. The truck ended up breaking down on me it didn't even last 2 months before it broke down. I have a power train warranty on it but the dealership wasn't sure if it would cover it. They sold me a messed up vehicle and I would like something done about it they won't work with me or anything over it and I'm already $1500 loss over it. I'm not the first person this dealership has done this to. Please help me get something figured out.

• Initial Complaint

  Date:01/16/2024

  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.

  On January 2nd, 2024, I wired transferred $28,000.00 to Busam Ford Dealership for the purchase of a **** **** ******* ********. The paperwork to finalize the sale of the vehicle was completed on January 3, 2024. Due to the fact I am an out of state resident the vehicle had to be picked up or delivered to me from **** to ***********. I contracted a carrier/delivery driver through *****. The vehicle was picked up from the dealer’s lot on January 8, 2024 placed on a single car carrier and delivered to me on January 9, 2024. Upon delivery, however, I had a few issues with the vehicle having a bad battery and a screw in the front tire. I had to get the tire patched and replace the battery which tested bad. Other than that the communication and follow through after the salesperson was notified of the issues became no response. I would expect better service and follow through after purchase than before perhaps because I am out of state than local. I would have driven the vehicle right back to have them fix these issues. I am really disappoint there was not even an offer for compensation for repairs I had to make for things that should not have been an issue on a practically new used vehicle with less than 6,000 miles. The vehicle was unroadworthy upon receipt which means it could not be driven safely until the repairs were made to it.

  Business Response

  Date: 01/30/2024

  Check will be issued for $239.46, sorry for the inconvenience and thank you for your purchase.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ****
  

• Initial Complaint

  Date:10/26/2023

  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.

  On Oct.4, 2023 I purchased a **** ****** ****, from Busam Ford in Wilmington Ohio. I talked with them on phone before I got there so they had all paperwork prepared. They falsely advertised that the car had a moonroof, didnt find this out until after I had signed all paperwork, an had finally seen the car,, an was put in car an , I said , You all said on phone car had moof roof, that is when the salesman Seth C******* jokenly said, Well , at least you wont get water leaking on you ! They also took the car from where it was sitting when I rode up an said something about putting some kind of sealant on it , brought car back in 10 or so minutes,that it took me to sign papers an give them my down payment. This was suppose to be this Luxcare Protection they fraudulently slipped paperwork in an charged me an extra $995.00. There was no way they put sealant on the car that quick an car wasn't even wet an still had swirls in the paint. They also put paper over a big hole in carpet on drivers side floor. They didn't even offer or let me test drive car. They didnt give me time to read all the documents,
  the I rushed me thru to sign. They seen me coming . Thry also slipped something called GAP in the papers an charged an extra $1,300.00 also. They just had me sign the papers so fast. The whole tranaction took less that 30 minutes. This car dealership used every trick in the book on me being a woman who hadn't bought a car in 15 yrs. The biggest thing that bothered me was the salesman laughing about the car, an the moonroof joke. This was the main reason I had went 50+ miles to get this.car , because I was told over the phone that the car.had a moonroof, but the advertisement of the moonroof was false an Fraudulent, also the Luxecar Protection was a lie. This company is selling cars by lying about the cars having certain car luxury extra 's. I want this company to reimburse me back my down payment of $2,500 ,because I feel I have been scammed by this car dealershio.

  Business Response

  Date: 11/02/2023

  **** ****** was a wonderful customer here in the store, very energetic and very happy about her purchase. She went home and a third party ruined her excitement and purchase by trying to tell her she did the wrong thing and that we falsely advertised and falsely sold her product. They called my finance manager and harshly berated him; he is a professional and explained to **** ****** everything again. She was happy and asked for a set of all-weather floor mats and we kindly got them at no cost.

  As far as the car advertised, there are 25 plus pictures of every car on our website for sale, we also use NADA to book every car per the manufacture vin number. She saw the car online prior to driving here from ******. I've attached a pre delivery sheet that **** ****** was presented before she even signed a bank document that clearly states there is a warranty and paint protection. The gap was sold by the finance manager during delivery, and I also have the signed document by **** ******. Nothing rushed and nothing hidden.

  We have a ******** post on Seth C********* personal page and our Busam Ford Lincoln page of **** ****** and her new car, we ask the customer if they are ok, and she wanted a pic, happy!

  After she spoke to my finance manager and received free all-weather floor mats, I assumed this deal to be closed. 

  **** ****** may cancel her products anytime she would like for a refund to her loan, but we cannot refund any down payment money.

   

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ******
  

  Customer Answer

  Date: 11/06/2023

  My main concern for this decision is that the car dealership had falsely advertised that this car had a moonroof . That is the only reason I had my daughter take me all the way to Wilmington Oh. I could have gotten any ****** **** here in ******. But I hadn't located one with a moonroof as Busam was the only one I had found on line advertising this option. I even called them to make sure that this was the one. An they said it definitely had the moonroof.  I asked them again about the roof when I arrived an the answer.was the same. An at my height I could not see on top of the car. They did not let me test drive the car or even really get to look it over.  They took the car in the.back an did not bring it back up front until I had signed paperwork an given them my  $2,500.00 down payment an was ready to drive car home. Me seeing that the car not having the roof until I got to look inside was when I saw ,it.had no moonroof,  an said to Seth C*******, " I thought yall said the.car had a moonroof all this time. An he said to me Laughing, OH well at least you wont have water dripping on you ! I was so disappointed. I  even tried returning car, but they.said everything in the book why I couldn't.  What I sent with my decline was the advertisement off of there website. So, I think they committed Fraud , an I am asking for what a moonroof would have costed on the car , if it had been  equipped with one as they told me, an there advertisement said it was, an I think there advertisement speaks for itself !

  Business Response

  Date: 11/15/2023

  If there were 25 plus photos of the car posted online, and the car was found 40 miles away online, looking for a specific color, pictures were seen, how could a sunroof not have been seen or looked for if that was the only feature that made a difference. With online shopping today, it's virtually impossible to not find everything and anything you're looking for before purchase. I feel like we are falsely being accused of a fraud because a customer has made a purchase and had second thoughts. This is my 21st year in the car business, I stand behind my team and the dealership.  We advertised the car with clear pics of the car. Every buyer may look at a car before and after purchase, at ALL dealerships.

  **** ****** requested and accepted a free set of all-weather mats and told us that she was happy with her purchase and the matter was closed.

  Ill consider it closed also,

   

  Thank you

   

  Business Response

  Date: 11/22/2023

  Good faith gesture was agreed upon when the customer requested, the dealer purchase all weather mats at zero cost to the customer.

  This will be my final response to a situation that was resolved 2 days after purchase.

   

  Thank you

  Customer Answer

  Date: 11/27/2023

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ******
  

  Customer Answer

  Date: 11/28/2023

  Busam saying that everything was taken care of, was not satisfactory by me the first picture sent is the big hole in the flooring they covered up by putting paper over it, so they are saying because they sent me floor mats 2 weeks later after I called not being satisfied by them falsely advertising that the car had a moonroof/sunroof  an it didn't, the 2nd picture shows , what they advertised the car was supposed to be equipped with i was not shown the car or got to test drive it, they falsely claimed that they had took the car to get a ceramic protectant, but they bought the car back up front an the car did not have the protectant an they charged me an extra $995.00 for it. They also slipped gap insurance in the paper work they rushed me to sign. They also scratched out the original amount of car that they sent to the credit union an they raised the amount. My copy has the original price an they changed it to get more money. The car was originally $24,795, 00 ,by all they're add-ons the car ended up being $ 32,000.00+ .They also wrote on a blank piece of paper add one  an added my signature. Busam Ford assumed since I was a 66 yr. Old black, disabled female they could take advantage of me. I just don't want them to get away with fraud  an scams. I have all paperwork an copies of they're fraudulent advertisement.

  Business Response

  Date: 12/06/2023

  Have a blessed day! 

• Initial Complaint

  Date:10/17/2023

  Type:Product 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.

  Purchase Date : 09/14/2023 actually drove off the lot with car 09/16/2023
  $2,500 put down on the vehicle financed by Credit Acceptance upon looking at the car which was replaced by the actual car Rob G***** sales agent sold us the vehicle there wasn’t any checking engine lights on nothing no sooner then 5 mins down the street the check engine comes on immediately notified the agent an is response is give it a day or two an an should go off that it could be from sitting hasn’t been drove guaranteed a good running vehicle I responded yes sir will do if it doesn’t I will be bringing the vehicle back I had the car diagnostic at Autozone located in Cincinnati an it later return to be a purge Val issues ( Raw Gas ) also while being told that the dealers will sale bad cars they will just erase ( reset ) the codes so it looks as if nothings wrong had to return to the dealer they sent me right back on my way after running there own test an said I can drive the car it’s ok to drive the problem will stop once the part is replaced , get back home car shuts off completely all lights on dash on report that immediately again to the dealer get the car to start an took it right back to Wilmington first thing @ 10 am . I had to leave the vehicle there for 2 days came back got the monitor display sync updated as well right after again a day later the light comes back on I reach out to them again an returned to the same Autozone that ran the first test which turned to be accurate after the dealer ran it themselves ok now the diagnostic comes back it’s something wrong with the brain of the car said it will cause the car to think something wrong with it an it’s not said tune up needed all these things occurring within 30 days I had to run back an forth I stayed in contact with them until today getting a finally stating I have to pay for anything else they do that fixing the car was first time was out of good faith money for a faulty car I need help didn’thave car 30day full possessio

  Business Response

  Date: 10/21/2023

  This response is in reference to the ID ********* 

  Busam did sell this customer a vehicle in september 2023. We did inspect the vehicle prior to the sale and determined the vehicle to be in good condition for sale to a customer. Our belief when servicing a vehicle we trade in or purchase is not to pass along a problem to a future customer. We would much rather take a vehicle to the auction or wholesale it if we believe there will be an issue for a future customer. 

  We do not simply turn off check engine lights to misrepresent the vehicle just to make a sale. All this does is create future issues by pushing the problem into the future. The last thing we want to do when selling an automobile is to have it fail and have the customer upset with us. In this case, the customer has been in direct contact with the service department to resolve this issue and I do see that the customer purchased additional protection which I assume is an extended warranty. The check engine light had a common code for bad gas so we informed the customer of what procedures we needed to do but the customer could not leave the vehicle at that time. 

  We ask that the customer stay in contact with the service department and even though companies like autozone can scan a car for check engine lights or such, their knowledge of repair is limited. Sometimes the check engine light has multiple error codes and we must collaborate with the manufacturer to see if this is common and what repairs will be needed. 

  This vehicle does have over 125,000 miles so there should be an expectation that certain maintenance or repairs will be needed and will be more likely than a new vehicle, but it isnt our goal to sell a vehicle and have it immediately need repairs. Please stay in contact with the service department and we will work to resolve any issues. 

  Unfortunately, we do not have the ability to return the vehicle and exchange for something else. The finance institution has set up the loan and lien with the customer and reported to credit bureaus. I can understand the hesitation the customer may have about the vehicle but we are confident this is a good vehicle.  

  Customer Answer

  Date: 10/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  There is a significant problem with the main structure of the car which was uploaded on the original complaint which’s come back to be the brain of the car it’s causing the car to think multiple things are wrong with the vehicle haven drive this car 45 days an it’s indicating tune up , the brain of car ( ECOM ) system which is the biggest problem because the system is what help the car run properly 
  Regards,
  Regards,
  
  
  
  ******** *****
  

  Business Response

  Date: 11/15/2023

  ******* ***** has retracted all complaints for Busam Ford, I have removed her from the car she had issues with and replaced it with a car of her choice. We have redone the paperwork, and she is driving happy, this should be closed. 

  Thank you.

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *****
  

• 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.

  We just got a car from the company not even 3 months and the trans mission went out on and they won’t call back or answer they gave us a car with messed up transmission and we have warranty on it to get it replace

  Business Response

  Date: 10/28/2023

  This is the first I've seen of this letter; I have emailed the customer for more information about their concern. I do not have a ******** ****** purchasing a vehicle from Busam Ford Lincoln anywhere in our system which leads me to believe this person did not buy a car from us and is filling a compliant for a third party.

  All I can do at this point is wait for a response in return to further help them. I've also tried the number with no success.

   

  Thank you.

  Jon D******
  

  GM, Busam Ford Lincoln