Complaints

This profile includes complaints for Palmetto Ford | Mamas Used Cars's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Palmetto Ford | Mamas Used Cars

  1625 Savannah Hwy Charleston, SC 29407-2236

  
• 

  Palmetto Ford | Mamas Used Cars

  PO Box 31820 Charleston, SC 29417-1820

  

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:10/30/2024

  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.

  Brought my truck here for the first time in nov of 2023 for a warrantied transmission replacement. It took them 3 months to even touch my truck and i had to drive up there to find out it was still in the same parking spot i dropped it off in while they lied to me about what the current status was, saying it was being worked on already. then after having to show up almost once a week, 2.5 months after starting the work, (over 5 months total for a single transmission at this point), they finally finished it and said it was ready. All for it to last me 2 months and now it's right back in the shop with the exact same issue and it's taken them 3.5 months this time and no sign of it being finished soon. they refuse to give me accurate information about when my truck will be ready or about what work they're even doing to it. they're lazy as hell and just straight up incompetent. it’s been with them for 10 out of the past 13 months.

  Business Response

  Date: 11/04/2024

  2004 model vehicle that is 20 years old.  Been difficult to procure parts. Water was leaking in and corroded the fuse box way before we had it and then leaked down on module.  Waiting on module to come in.

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service 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 have been promised for 2 months starting 6/13/24 for paper work that is needed for a personal issue and the dealership refuses to provide. Anita VonLehe advised 2 weeks ago they would provide but now refuses to take my call or see me when I stopped by yesterday 9/4/24 to see her in person to see if i could get the paperwork. Feels like they have something to hide if they are going to give what was promised.

  Customer Answer

  Date: 09/10/2024

  Good afternoon,
  We heard from
  palmetto yesterday with the paper work we needed. Thank you so much for your help. They must have heard from you and then decide to give us was we have been asking for. Thanks again!
  
  Sincerely,
  Chasitiy B******

  Customer Answer

  Date: 09/10/2024

  Good afternoon,
  We heard from
  palmetto yesterday with the paper work we needed. Thank you so much for your help. They must have heard from you and then decide to give us was we have been asking for. Thanks again!
  
  Sincerely,
  Chasitiy B******

• Initial Complaint

  Date:08/12/2024

  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.

  About 3 months ago, I took the car to Palmetto Ford for repairs to wiring and the locking-up steering wheel. They said they couldn't fix it, the gentleman wanted me to come pick up the car. If I don't come pick it up by this Friday it will be taken to storage and I'll have to pay for that. I've been with them for 23 years, and would like an exchange for a similar vehicle to my 2020 Ford Escape.

  Business Response

  Date: 08/19/2024

  Customers car was rat infested and rats had gotten into wiring.  We told her we couldn't work on her car and that she needed to call her insurance company.  Then we had her car towed back to her to prevent her from paying storage fees.  

• Initial Complaint

  Date:07/29/2024

  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.

  Had the vehicle "serviced" June 6, 2024 at the Palmetto Ford location at 1625 Savannah Highway in Charleston, SC where my truck spent weeks waiting for service and was later told that they could not find the problem with the vehicle yet I was charged $178.66 for nothing being done/repaired. Today as soon as I turn the truck on the engine check light automatically comes on and gives me an error in the Ford app that was the same error code that we sent the vehicle in for service for. Fuel pressure being too high. My truck almost stalled in the middle of traffic upon acceleration and they are telling me that nothing is wrong with my truck. I need this fixed as soon as possible. I don't mind paying for good services and customer service. I don't necessarily need a refund of the money but I am adamant about not paying for another trip for them to possibly tell me the same thing or have the same thing happen again. I would like a senior, more advanced with working on Ford F250 Diesel truck, technician to service my truck. I have currently lost faith in this specific Palmetto Ford, which I always brag to people about how much I love this place and my truck purchased through you all, but this mixed with the attitude of the girl that answers the phone is not making me want to recommend this place to anyone ever again. Kyle, the advisor was helpful during the original process but when I called I was told management wasn't available.

  Business Response

  Date: 07/29/2024

  Lee B senior master diesel technician was technician.  Drove it several times couldn't get it
  to act up.  Lee ran all the proper tests but they all passed.  Will send over the results from tests.  Glad to refund customer diagnostic fee.  Again, we have found nothing wrong.  Glad to take another look at no charge.  Please see attachment.
  

   

  
  

• Initial Complaint

  Date:03/27/2024

  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.

  My daughter went for service on 10/13/23. The service tech Greg E***** tried to sell her a 90K service. She refused the extra service. Paid 560.00 for the visit. She is a med student and does not have much time other appointments and she expected to get what she paid for.
  
  2 weeks later her engine light went on due to no oil in her car. (10/30/23). She went to ******** Autoparts and they put oil in her car. The coolant was noted as low as well.
  
  We went to ***** Ford in Walhalla in March 2024. This dealership requested the receipt from Palmetto. They confirmed there is no way the work from the Palmetto receipt was completed. Yes another FORD dealership confirmed that Palmetto FORD did not do the work they charged for. Yes it was 6 months later and 7K miles later, but all the filters were dirty and the coolant was still low. i didn't realize Palmetto Ford actually did nothing they charged for until we just got the updated service.
  
  I talked to the Service Manager John M**** and he said there is nothing he could do.
  
  I can get statements from the people who worked on the car in October and in March.
  
  Shame on this dealership for taking advantage of young women.

  Business Response

  Date: 04/09/2024

  The customer statements are inaccurate.  Her vehicle was brought in for service on 05/23/2023 with 89,435 miles.  We have not seen or heard from this customer until her visit to another dealership in March 2024.  The mileage at that time was 98,486.  A difference of 9,051 miles.  The October 2023 receipt provided from ********'s for the parts to do an oil change is right around the corner from this dealership.  This receipt doesn't show an oil change was done or that a check engine light is on.  We made attempts to remedy this situation, but the customer chose to attack and besmirch our dealership through social media.  She was made aware the dates she was providing were not accurate.  It was then she stated "I still don't think anything was done" because my daughter declined the recommended maintenance work.  The items that were recommended is out of the manufacturer recommended maintenance schedule.  That is the service advisor's job is to recommend whatever the manufacturer recommends at a particular mileage or time.  I spoke to the other Ford dealership the vehicle was taken to in March 2024 and these were also recommended by mileage as their invoice indicates on item 4.  The coolant being at the minimum mark after 9000 miles doesn't mean it was not done.  A cabin filter being dirty after 9,051 miles doesn't mean it was not done.  We were never given an opportunity to make this right or verify if there was any wrongdoing on our part.      

  Customer Answer

  Date: 04/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I contacted the dealership and their initial response was "I am sorry you feel this way".  They contacted my after I posted reviews. They texted me and asked me to change their review ratings once I posted my experience.  Their response was not about making anything right, it was about changing their rating.  I did mix up the original date and changed it on other review sites but could not figure out how to change it here.  The receipts attached are accurate.  

  If they did the work then a customer should expect to have to change their oil after 2K miles (way below industry std), a customer would expect to change their coolant after 9K miles and change the cabin filter after 9K miles (both well below industry standard).  

  Actually questioning the oil change and engine light in October?  Wow, their response to saying they did the work and to call their customers liars.

  I just hope others learn from my daughters experience with this dealership.

  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/15/2024

  I see O' Reilly receipt from October 2023.  But I don't see how many miles were on the vehicle at that time (7 months later).  I assume since the vehicle now has another 10,000 (noted by ***** Ford invoice) miles on it that it must of had much more than 2000 miles between oil changes - try at least 5000.  Can customer provide the mileage when at O' Reilly's?

  When we serviced the vehicle and did an oil change the vehicle had 89,400 miles on it.  And that was in March of 2023.  Like I said, when it went to ***** Ford in Seneca it had another 10,000 miles on it.  Maybe you should get your money back from ***** Ford for selling your daughter the same work that we had done 10,000 miles earlier.  And again, not unusual on a high mileage Escape to need more maintenance.  

  We have been in business here for 55 years. Not 1 year like ***** Ford.  The technician did the work on the vehicle.  Customer needs to seek another Ford dealership.  

   

   

   

  Business Response

  Date: 04/15/2024

  customer has had her dates and mileage intervals messed up from the start.  We did the work on her daughter's car.

• Initial Complaint

  Date:02/28/2024

  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.

  I bought a used F250 from Palmetto Ford in December.
  
  I did not think or know about the automatic mirrors to know to test them before I drove it off the lot.
  
  Upon getting home, I saw that one mirror was malfunctioning and immediately messaged the salesman.
  
  I brought it to the service department and the salesman came out and said that it was a pin that was broken and on back order and I would be contacted when the part came in.
  
  I did not hear from anyone.
  
  I called the service dept and was told to bring it back in.
  
  Mr Moody the service manager looked at it to see if I had struck anything against the mirror. I did not hit anything and he told me that he'll look into the warranty and get back to me.
  
  I never heard back from anyone.
  
  On Tuesday my assistant brought the truck in again to look at the mirror and see what needs to be ordered. She said that Mr Moody told her that he was not sure if the warranty would cover it and that he would order the parts. I thought this had already been done.
  
  Why am I continuing to have to bring the truck in?
  
  This week marks the 4th time that I've brought it in concerning the mirror.
  
  At this point I just want Palmetto Ford to take the truck back.
  
  This whole car buying process has been terrible.
  
  Terrible.
  
  I have been lied to and been given the runaround at every turn by Palmetto Ford.
  
  I hope this can be promptly and professionally taken care of.
  
  ***** ******
  **********

  Business Response

  Date: 02/28/2024

  Vehicle was sold used and sold as is.  

  Mirror was finally approved under warranty.  Mirror ordered.  Should be in 3/1 and can then be installed.  

  Business Response

  Date: 02/29/2024

  ok.

  Let us know if you want the mirror installed tomorrow or Monday.  

  Customer Answer

  Date: 03/05/2024

  Palmetto Ford has promptly repaired the automobile.

  Thank you for your help and I thank Palmetto Ford for helping me with this matter.

   I consider the matter resolved. 

• Initial Complaint

  Date:10/11/2023

  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’m December 2022 vehicle was dropped at dealership for repair.
  Dealership stated did not have the part needed for repair and was back logged with work. I asked if I could take my vehicle back till they could work on it. Since the vehicles wasn’t fully diagnosed properly at the time. That I wasn’t aware of, dealership agreed that shouldn’t be an issue since it’s just a minor leak. The second taken in the vehicle still wasn’t properly diagnosed or repaired properly. Car again was returned to me without major concern or explaining this could void your warranty or I would have left the vehicle. The car is now in for a 3rd time where they finally fully diagnosed it but now the warranty is voided due to saying their was negligence on my part. If the car was diagnosed and fixed the first time I wouldn’t be in this situation. Not to mention the engine was repaired back in 21 and now major engine repair needing again is ridiculous. I paid for the extended warranty to protect me, not to be declined due to dealership error. .

  Business Response

  Date: 10/17/2023

  The decision to not cover this repair was made by Ford Motor Co ESP.  Palmetto Ford had no way of knowing that the customers extended service agreement would deny the claim and think it should be covered.  We've had multiple conversations with Ford ESP on the customers behalf to no avail.  This is between the customer and Ford ESP.  Palmetto Ford can only follow the guidelines as stated in the warranty.   When the vehicle was initially brought in there was only a minor oil leak and the customer did not want to leave the vehicle to be torn down.  As part of the Ford ESP process, it is required to be torn down so the extended warranty can send an inspector to verify cause of failure.  This is generally a 3-4 week process.  Ford ESP is claiming the customer must've overheated the vehicle, which is considered neglect, so the claim was denied.  We do not agree with that assessment but we cannot make them cover it. 

  Customer Answer

  Date: 10/17/2023

  I brought my car in to be taken care of and fixed for a major repair the second time under 100k, not to get the run around and be set up for failure. 
  
  thank you ****** ******** 

• Initial Complaint

  Date:07/31/2023

  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 used 2006 F-150 and knowing there were issues with the vehicle, I brought it to the Palmetto Ford service center with the expectation that this would be the best place to handle my vehicle's necessary repairs and service.
  
  During first the visit on 3/7/22 the following repairs, among others, were made:
  A/C repair including leak repair, condenser replace $1430.38
  Power steering leak repair and replace power steering cooling line $342.94
  
  On 5/26/23 I brought the truck in for a power steering issue again. I noticed the power steering reservoir was low and was hearing a whining noise. Was told power steering pump was the problem. Replaced for $821.56.
  
  Almost immediately following the pump replacement I noticed the power steering noise was returning and scheduled another appointment ASAP for 7/19/23. The power steering issue became much worse. Over the course of a 30min drive, the fluid almost entirely drained out.
  
  Following the 7/19/23 appointment, I was provided an estimate of the repairs for the power steering issue as well as A/C repair. The total cost quote for fixing the power steering for the third time was $1,156.82 when I have already spent $1,164.50 for the same issue and the issue is now worse. Why wasn't it fixed the first time?
  
  Similarly, the A/C was "fixed" at a cost of $1,430.98 just over a year ago. Estimate provided for fixing the A/C again was for $2,090. Why has this repair failed already? If the A/C and power steering on the truck were in a state that repairs would not likely last, why was I not advised of this instead of spending $2,595.48 with another $3,246.82 asked with no lasting resolution. Why would I be charged again?
  
  I believe that all power steering leaks should be fixed, with guarantee and/or warranty, at no further cost to me as I have already paid $1,164.50 towards this issue with no resolution. Same with the A/C. Or a refund of $1,164.50 for power steering and $1,430.98 for A/C since the work was not done properly.

  Business Response

  Date: 08/02/2023

  Both of those systems are high pressured.  The first
  repair was a power steering line then the pump and now the steering rack. 
  When we fix a leak in those systems if any seals/hoses/pumps are weak or
  degraded it will cause a leak under pressure over time.  It’s a 2006 F150
  with 187k so it’s not surprising there’s other leaks.  The parts we
  replace are covered under parts warranty but his is something different.
   We aren’t going to recommend replacing if it’s not leaking at time of
  repair.
  

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response does not address the fact that I requested and paid for fixes to specific systems and those specific systems are still broken. Nor does the response adequately explain why the power steering leak became worse almost immediately after the pump replacement. I understand that "over time" parts degrade as they age and are used over a period of several months or years but for the leak to be apparent just days after the repair indicates the pump was replaced without testing the system for leaks before and after the replacement. I never asked specifically for a pump replacement, I asked and paid for a fix for my power steering. Either it was fixed or it wasn't and it wasn't. How do I know the pump replacement was even necessary when replacing the pump did not fix the problem. 

  Also, I don't know what the responder means when they said "The parts we replace are covered under parts warranty but his is something different." Is this suggesting most repairs the Palmetto Service Center does is for parts that are covered under warranty and since my parts weren't/aren't under the Palmetto Service center is not experienced with replacing my specific parts, or any parts not under warranty, required for repair?

  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 08/28/2023

  We are glad to warranty any part that we replaced at the time of the initial repair. We replaced the power steering pump and cooling line.  Now the truck needs a power steering rack - its leaking a year later.  It is a different component.  A year later.

  Concern with the AC system. Sometimes with these systems in older vehicles with they are recharged and under pressure other components can fail like in this case with lines, evaporator, compressor, etc a year later.

  2006 F150 with 190,000 miles

• Initial Complaint

  Date:04/10/2023

  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.

  My government work vehicle was brought in for service in January for oil change, blower Moyer repair, washer fluid nozzle and check engine light (engine misfire). Vehicle was picked up in January and drove a mile down the road running worse than it came in. Brought vehicle immediately back in within minutes for engine misfires and smoke coming from engine and exhaust. Was told vehicle had additional misfires (not detected while in shop) and engine leak. Waited for engine gasket and picked vehicle up on 4/7/23 after over two months in the shop. While driving home engine light came back on for engine misfires. When picking vehicle up trash was left inside. Shop did not even have courtesy of washing vehicle after almost $5,000 was spent on it. The vehicle needs to be repaired for free due to almost $5,000 being spent and the issues are not resolved. In addition the wiper nozzle repair that was paid for in January was found not to even have been repaired (still not working after being paid for).

  Business Response

  Date: 04/17/2023

  We will reach out to the customer to have vehicle brought back in for inspection.

• Initial Complaint

  Date:03/29/2023

  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.

  Vehicle was serviced on 1/30/23 for a sunroof inoperative. Vehicle was paid for and picked up on 2/27/23. Upon my inspection damage was found to the drivers side door and drivers seat. Management was notified and pictures were taken. Management stated they would consult the service department and reach out to schedule service to correct damage. Dealership has ignored and refused to contact regarding the damage caused notwithstanding numerous contact attempts from myself and Ford motors customer service.
  Attached:
  Invoice
  Interior damage photos
  Interior pre damage photos

  Business Response

  Date: 03/29/2023

  Customer purchased this vehicle used.  Had never used our service department in the past.  We replaced a sunroof for him.  Customer states that we damaged his seat and door panel.  The seat is discolored and the door panel looks like acid or a burning solution caused that damage.  It looks as if both of these issues have been there for some time - prior to Palmetto receiving the vehicle. Nothing that Palmetto Ford would have caused during repair.  I have spoken with the technician that has been with the company for 15 years and am confident this did not happen while repairing a sunroof.  We went a step further asking Ford if seat discoloration would be a warranty item.  They denied repair.

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  I am rejecting this response because:
  
  The vehicle was damaged during the service preformed by Palmetto Ford and the dealerships response to this complaint is completely unsubstantiated.  The vehicle being used and not serviced by Palmetto Ford prior has no bearing on the damage that was caused.  The vehicle was delivered for service without any interior damage as clearly shown in the attached photos taken prior to the service visit.  Stating that "It looks as if both of these issues have been there for some time" is another baseless response.  It is not possible to quantify a timeframe of the damage shown.  If this damage was pre existing it should have been noted during the vehicle check in for service and was not as it did not exist. The business response of nothing they did during the service could have caused the damage is again incorrect.  The entire interior of the vehicle was disassembled for the service preformed.  I visited the service shop during the repair and viewed the vehicle in this state.  The service advisor that escorted me to the vehicle even made dramatic comments as to the condition of the vehicles interior during repair.  The service technicians tenure with the company also has no bearing.  Mistakes happen regardless of years of service.  Palmetto Ford has shown no business professionalism throughout the entire process.  No attempt was ever made to contact me regarding this matter.  My emails and calls were ignored for over a month and the only response has been through the BBB.  As a native of Charleston I look forward to sharing my experience across a large local network.  
  
  ***

  Business Response

  Date: 04/27/2023

  The technician who worked on the vehicle has been here 20+ years and does interior work every day.  He said when he pulled it in the shop the day it arrived the door panel was damaged.  We stored the vehicle inside the shop since the sunroof glass was missing when it arrived to keep it from getting damaged.  Nothing was covering the sunroof opening so it sat inside waiting on parts and the customers warranty company that paid for repairs.  If you zoom in on the attached photo there is debris down in the creases and the indentions on the door panel. It appears to have been there quite a while.  After speaking with everyone involved we cannot take responsibility for this.