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:03/19/2024

  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.

  Vehicle was towed into Dealership 11/7/23 Due to an explosion sound and loud static making the vehicle dangerous to drive. There were several recalls that needed to be handled. Also requested they fix a noise that could be heard towards the rear of the vehicle which I was told they could not find. I went to pick up the truck and asked the service adviser Evan to accompany me to the truck and walked around it just like I had described to him and he FINALLY heard the noise just like I described. Was told they would need the vehicle for several days to figure it out and made arrangements for them to pick it up in December, which they did (Picked up 12/15/23) and they had it for OVER 3 weeks. Also, when I went to pick it up (@ Nov 14) I had an additional problem which was the running boards no longer would deploy like they were supposed to. I called right after the new year in 2024 to inquire the status of my truck since they already had it for 2 weeks. Evan told me they were working on it. I called on 1/8/24 to ask Where was my truck and was told they were waiting on a fuel pump. I had to involve the service manager Dustin who got it handled and apologized for dropping the ball. (They finally delivered it back to my house in a 1 1/2 inch deep puddle on 1/9/24. They sent an automated review which I answered as having a terrible experience and Dustin after sending him pictures just said that it was pouring rain that day. They called @ 1-26-2024 to say they had to come to the house to fix a recall. After that Called Dustin told him Check engine light was on and error message said On Board power not available. Later in February when I filled the tank the gas gauge now only shows 7/8 full. Tried 3 more times and will not show full since they worked on R& R fuel tank replace fuel pump. Spent $70,000 for this truck and I can't keep bearing the expense of alternate transportation while they try and fix it. Dustin refuses to pick it up. Gauge showed zero miles to empty

  Business Response

  Date: 03/25/2024

   

  We will be happy schedule an appointment for Mr. ****** to have his vehicle checked, repaired, and will provide a Loaner.  We just need to schedule the repair around a limited amount of loaner vehicles. If this sounds good, I will reach out to schedule the service to make sure everything is set up properly.

  Customer Answer

  Date: 03/25/2024

  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 as long as they follow through with scheduling getting the vehicle repaired while providing a loaner in a reasonable period of time.  
  
  
  
  Regards,
  
  
  
  *** ******

• Initial Complaint

  Date:05/16/2023

  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 trying to get Monte L******** at D & D Motors to turn in our paperwork since November 29, 2022, so we will be refunded the balance of our maintenance agreement as we traded in our 2022 Ford Expedition on 9/22. My wife has left message after message on his voice mail since we first spoke to him in November 2022, requesting the form to start the paperwork. After we emailed the form back to him the next day, November 30,23 we never heard from him again until my wife left multiple messages for a return call but never received one. Finally, on 1/19/23, my wife reached out to the dealership receptionist &
  then Mr. L******** called back. He asked us to text him the required paperwork for the balance refund, which he told us he already had in our initial conversation. We texted him the paperwork he asked for & he responded that he had received it that day. On 3/16/23, My wife texted Mr. L******** that we were still waiting for him to process our paperwork. Mr. L******** texted back that he would get on it the next day, on the morning of 3/17/23. No word from him yet. Today is 5/15/23 & we have not received our balance refund nor heard anything from Mr. L********* According to the ESP Headquarters no paperwork requesting a refund amount has been sent to them & that we do need to go through D & D Motors to get our refund. We have also emailed this complaint to the New Car Sales Manager (Nate) back on 4/29/23 but no response of any kind from him either. Following this complaint you will find additional information needed for your records. It shouldn't be this hard to get what is rightfully ours. Anything you can do to resolve this situation is greatly appreciated. Thank you for your time.
  
  Sincerely,
  
  **** * ***** ******* 

  Business Response

  Date: 05/18/2023

  I got with Monte and our office manager this morning and confirmed that we have all we need to process the claim. I apologize that this did not happen according to our process in a timely manner. We are considering changing the policy to make sure issues like this does not get mishandled again. 

  I have attached a copy of the check for the refund that is being placed in the mail for you today.

  Customer Answer

  Date: 05/18/2023

  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,
  
  
  
  ***** * **** *******