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:12/16/2022

  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.

  Initial repairs broke after (2) days. I called my service advisor, *************************, who advised me he would get me in during Thanksgiving week in order to fix the "repairs" that did not stick free of charge. I have yet to receive a call for this service, and after multiple attempts with multiple people at Courtesy ***** I am not getting any returned calls. I received 1 receipt from the original service from *************************, and another, itemized receipt from ***************************, both of which, I believe were severely misquoted. Besides that point, the original repairs did not hold, and I was promised these would be fixed correctly, which they have not been.

  Business Response

  Date: 12/27/2022

  I asked and was advised this has been resolved to the customers satisfaction. Redacted repair order is attached.

  If anything else is needed, please let me know.

   

  Thank you.

• Initial Complaint

  Date:09/27/2022

  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.

  We would like the dealership to refrain from selling the pickup we ordered until the financing, which is in process, is complete. We ordered an F-150 Lightning Pickup through Courtesy **** on 4/17/2022. The vehicle apparently arrived at Courtesy **** on 9/21/22, last Wednesday, although **** Motor Company sent us official notice it would not be ready at the dealership before 10/9/22. The salesman did send a picture of an F-150 Lightning on a car carrier on 9/21/22. From the previous day, 9/20/22, the dealership initiated contact to get the financing completed on the next day. From that point on, there were constant pressure tactics used to get signatures on finance docs and extended warranties without providing any documents to read. After repeated requests, at toward the end of the day on 9/22/2022, we finally obtained copies of warranty contracts that had been filled out for someone else with the individual's personal information scribbled out. I sent in the initial preliminary credit information to assist the dealership in moving things along as quickly as possible; Saturday , I checked in with the dealer to see how the credit application was coming. Surprisingly, I was told that the finance department had not gotten to it. After declining the extended warranties Sunday, the finance ***** made contact and requested proof of residence, agreeing that obtaining from my office on Monday morning was fine. Sunday I was also sent a document indicating financing through **** would be ****%. Monday morning, 9/26/22, contacting my bank, I found a rate of ****%. Upon informing the dealer I would fund through the bank and it would take a few days for completion, I was told to either paid by the end of the day or the pickup would be listed on line for sale to someone else. While eventually extended to Friday, I am dependent on the loan process and would like Courtesy **** to hold the vehicle until the loan is approved and the check is delivered. I have communication records.

  Business Response

  Date: 10/03/2022

  There was more to both sides of the story but in the end, we held the vehicle and he came in and picked it up over the weekend. 

  Customer Answer

  Date: 10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that since the vehicle was held, although under duress, I am not pursuing further remedy through the BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2022

  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.

  Nov2,2021, took **** fusion hybrid for inspecition due to Brake light on. The technician reccomended replaccement of the *** Module. We declined and looked for another bid. It took Courtesy **** two months to tell us what the problem was. Dec 13, 2021, Agreed to have Courtesy **** do the repairs. E-mails between ****************** of the service department to *******************, my husband, show the order Dec 16th email *********************** and *******************, checking for the part with **** .Dec 18th,2021 Checking on part to no avail Further weekly calls to check on status of the part January 2022 Phone call to service department, ***** is told the Part has been recieved and we are in line for the service to be completed. ***** Has been checking in with the ***************** on a regular basis to get a status update. The reasons given for not doing the repair were; we were in line for service and there was a backlog; the **** company needed to tell the techincian how to progrham the part for the ***. The part is installed. The completion of the repair is over due. In March my husband notified the service rep that I was on crutches and needed to be able to use the car. The service rep agreeded to push the repair forward.Calls in August have been to the new manager ******************* resulting in a referal to a ndw service rep ******* Barwak. ***** talked to her once and she seemed as if she would get right on our problem. ***** has been making regular calls to ******** which have gone to voice mail. There has been no communication from the service department. We have been without a second car now for 10 plus months. We need to have a second car that is easier to drive for me becasue I have a fractured wrist and foot that are still in the healing stage. What we want is either our car repaired, or a loaner car at no cost to us ,untill Courstesy **** gets our car repaired. and free service for a year abs Modul

  Business Response

  Date: 09/15/2022

  Hello, we apologize for the lack of communication. The Advisor who had this vehicle is no longer here and as the customer pointed out, all of his repair orders were reassigned to ********. What they were told about a back log of vehicles waiting to be worked on is also correct. We are currently scheduling appointments for November and December. However, the vehicle has been - and is now being -actively worked on. I forward the customers complaint to *************************** who is our Operations Manager and this is his reply:

  Hello ******,
  
  I spoke to the tech and was informed that we had an electrical issue and then a programming issue with the new ABS module. Tech tried to program with 3 different computers. Then checked pin fittings and wiring harness to the abs unit. The programming was finally successful and went through last week. He is now moving on with the Hydraulic Control Unit replacement today and then flush and bleed the brake lines. Repairs should hopefully be done by end of day tomorrow. (9/15)
  
  Thanks
  
  ***************************
  Parts & Service Director

   

  Hertz is out of vehicles for the remainder of the week so unfortunately, getting a vehicle for today is not an option. We will definitely contact the customer before the *** tomorrow letting them know when it is ready to be picked up.

   

  Thank you.

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

  Customer Relations Manager

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

  Customer Answer

  Date: 09/17/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2022

  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.

  I purchased a car (2022 **** Escape, VIN: *****************) at Courtesy Ford Lincoln in July. In that transaction, they made a monetary promise that they still have not fulfilled.On July 19, 2022, Courtesy Ford Lincoln offered $225.00 in credit to make up for the difference between the original rate offered for the car loan and the higher one that was finally decided. Later, on July 30, 2022, this offer was changed to an offer for store credit at the dealership to be issued within 24 hours of delivering the vehicle. While the car was delivered, they still have not actually issued this credit (in the form of what are called ****Pass reward points) despite repeated email inquiries for over a month.

  Business Response

  Date: 09/07/2022

  Thank you for reaching out. I'm sorry we didn't get this resolved for you internally as promised because it is an easy fix. I went into your FordPass account this morning and added $225 in rewards in addition to the $210 you earned when you purchased your vehicle and activated your FordPass App. I have attached a screenshot of your account as verification.

  If you have any questions, please let me know. 

  Thank you.

  ***************************
  Customer Relations Manager
  ************ 
  ***************************************

   

  Customer Answer

  Date: 09/07/2022

   
  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.
  
  Sincerely,
  
  ***********************