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:12/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 purchase 12/07/2021, was not disclosed the vehicle was in an previous wreck. December 1, 2024 the vehicle malfunction, brakes locked, gas pedal sticking causing the car to accelerate, could not put vehicle in neutral, was going into an busy intersection, but was able to may an left turn into a vacate lot and hit an fence, that's what stop the vehicle, if not I would have went into a building. I had passengers and 1 went to the ER. The vehicle was towed to *** ****** in ********* ** they refuse to fixed due to prior wreck, then it was towed to an body shop in Columbia, SC they also refuse to fix due to prior wreck.

  Business Response

  Date: 12/18/2024

  Thank you for bringing your concerns to our attention. We take customer feedback seriously and aim to address any issues promptly.
  All of our verified vehicles undergo a "Ready for the Road" inspection to ensure they meet our safety and performance standards. Additionally, Carfax reports are available to customers upon request. 
  We understand your concerns regarding the vehicle's history and condition. If you have any unresolved issues or would like our service department to inspect the vehicle, we are happy to assist. Please feel free to reach out so we can work toward a resolution.  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 12/19/2024

  The vehicle was wreck before buying. I did ask for an car fax. Upon inspection by insurance company, it is noted there is prior damage that was not repaired, therefore upon the vehicle coming to Santee Automotive, it was not inspected. 

  Business Response

  Date: 01/06/2025

  Thank you for bringing your concerns to our attention. We take customer feedback seriously and aim to address any issues promptly.
  All of our verified vehicles undergo a "Ready for the Road" inspection to ensure they meet our safety and performance standards. Additionally, Carfax reports are available to customers upon request. 
  We understand your concerns regarding the vehicle's history and condition. If you have any unresolved issues or would like our service department to inspect the vehicle, we are happy to assist. Please feel free to reach out so we can work toward a resolution.  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There was an issue when bought, prior damage that was not inspected by Santee Automotives.
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/03/2024

  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.

  Well Alton said everything on the car checked out was in great condition. Oil was changed, new spark plugs etc. So I paid 16K out the door. Went in to sign paper work and nothing was explained on what I was signing (my fault) Was never offered an extended warranty to my knowledge but hey why get one when your paying cash right? Figured they would be honest about it. So not even a couple days I noticed oil spots in my yard got under the car and seen it’s leaking oil from the seal so I call take it back they put me in a car to drive called said it was “fixed” well I looked the next day guess what it’s still leaking around the seal took it back for them to “fix” it again and it’s fixed this time fast forward 1 week after having it check engine light came on my husband hooked it up to the scanner and misfire on cylinder 3 coil pack Pop the hood and the bolt that holds the coil pack to the motor is broken off so he goes to change the spark plugs and lord and behold the spark plug was striped out into the motor… (they blamed all this on us) changed all the spark plugs accept that one because it’s striped into the motor the rest were pure black and didn’t look like they had ever been changed so I took it back to ford showing my butt because hey you knew this was a problem and “checked” it out but if you’d done your job then you wouldn’t have missed that right? They charged me $64 to hook it to the scanner when I already told them what was wrong with the car to began with because it was already on a scanner and only code shown was misfire in cylinder 3, So they retapped that plug and I refused to pay $800. They also stated I had other hoses broken under the hood which was a lie because my husband would have seen that including that I had taken photos of under the hood before I taken it and photos of the scanner code shown.

  Business Response

  Date: 06/07/2024

  We take all customer feedback seriously and appreciate the opportunity to address your complaint.
  After carefully reviewing your file, we found that during your visit, while in our Finance and Insurance (F&I) department, you were indeed offered a warranty for your purchase. Our records, which include a signed acknowledgment form, indicate that you declined the warranty coverage at that time. This form serves as documentation that you were given the option to purchase the warranty but chose not to do so.
  We understand that circumstances and perspectives can change, and we are committed to ensuring our customers have a positive experience with us. If you have any further questions or if there is any additional information you would like to provide, please feel free to contact us directly. We are more than willing to discuss any concerns you may have and explore possible solutions.
  Thank you again for reaching out to us and for your understanding.

  Customer Answer

  Date: 06/10/2024

  I am rejecting this response because:
  Regardless it was never explain, 

  I was told the car had been expected, spark plugs had been changed and all the spark plugs were burnt black! 
  Yall retapped the spark plugs and now my motor is shot due to that I have paper work from yall showing you are the ones who retapped the spark plugs the car isn’t even a year old yet and now I am outta 16K plus I have to put a motor in my car! 
  iv had problems from the car since I bought it from yall! 
  
  Sincerely,
  Stephanie A******

  Business Response

  Date: 06/11/2024

  On July 13, 2023, Mrs. Stephanie A****** purchased a vehicle from Santee Automotive. At the point of purchase, it was thoroughly explained to Mrs. A****** that the vehicle was being sold “AS IS.” She was also informed that she had the option to purchase an extended warranty to cover any future issues, which she declined in writing after clearly understanding both the “AS IS” condition and the warranty option (see attached).
  
  On July 17, 2023, Mrs. A****** returned, stating that the vehicle had an oil leak. Upon inspection, we found no such leak. However, we did notice that the rear brake pads were lower than desirable. Following the direction of the dealership’s General Manager, we replaced the brake pads as a gesture of goodwill.
  
  Three months and 4,000 miles later, on October 13, 2023, Mrs. A****** returned with a check engine light issue. She informed us that her husband had attempted to remove the spark plugs but had been unsuccessful with one. As a goodwill gesture, we inspected the vehicle and found that the spark plug on cylinder three was not threaded all the way down or was partially removed. We corrected this issue and returned the vehicle to Mrs. A******, running as designed. If this issue had been present at the time of purchase, it would have manifested then and not three months and 4,000 miles later.
  
  October 13, 2023, was the last time the vehicle was brought to our facility, and we have not heard any further concerns from Mrs. A****** since then.
  
  Should Mrs. A****** wish to have Santee Automotive diagnose her current concern, we are happy to assist. However, Mrs. A****** will be responsible for the cost of the diagnosis and any approved repairs.
  
  Thanks
  Paul B****

• Initial Complaint

  Date:03/13/2023

  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.

  January 17, 2022 our vehicle (2017 Ford F250) what is service at Santee Ford automotive in Manning, South Carolina. It remained in their shop for weeks and we live in North Carolina so we had to drive back weeks later to retrieve it. In June 2022, the check engine light came on in that same vehicle. We took it to a local shop, Crossroads Ford of Fuquay Varina, NC. They determined that Santee Ford had installed the fuel tank incorrectly, and it was coming off and damaging other parts of our vehicle. Had this part phone off while we were driving, it may have caused serious injury or death. Crossroads Ford attempted to contact Santee forward to warranty their negligent work so that we wouldn’t have to pay more money for the incurred damages. They repeatedly ignored our calls and e-mails from crossroads Ford in Fuquay Varina and, my wife, and myself (see attached)
  On 07/22/2022 we paid Crossroads Ford in Fuquay Varina, NC approximately $1300 to complete the work, which should have been warranty by Santee Ford in South Carolina and cost us nothing. We attempted to contact Santee Ford many times after this with intermittent responses and eventual silence again. This business is a risk to the safety of the community and should reimburse the charges that were processed as a result of their poor work.

  Business Response

  Date: 03/14/2023

  When this issue was brought to my attention it was by a member of the Service team at Crossroads.  I was told there were some stripped nuts, broken clips and broken straps.  I asked for photos that I have never received to date.  I talked to customer at this time and offered him $400 as a good will adjustment which he verbally accepted then later declined.  This dollar figure was determined based on what clips and nuts cost to help assist customer with a repair that was needed.  Again there was no admission of any wrong doing but in good faith and as a matter of goodwill this offer was made.  

  Based on notes that the repair facility in NC noted on their Invoice there were damaged straps, lines and filler neck damaged by a previous shop.  Without ever being provided any photos of said damage I am willing to make a goodwill adjustment for 800.00 to assist this customer.  This is not an admission of any wrong doing and will require a signed release.  Once we receive that release (which we will sent to customer) we will mail the customer a check in the amount of 800.00.

  Customer Answer

  Date: 05/04/2023

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

  Hi Paul,

  Crossroads Ford in Fuquay has no record that you requested photos from them. That being said, our multiple attempts to contact you provided adequate opportunity to request them from us and we were unaware there was additional information needed. We have photos and the original broken parts and can provide them if necessary. When we were offered the $400 I said I would discuss with my wife, we declined this offer in writing and did not get a response back as detailed in the information provided in this complaint. We will accept your offer of $800 and are willing to sign a release. Please send the release to us within two weeks and we expect to receive the check promptly upon signing. 

  Thanks

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

  Business Response

  Date: 05/04/2023

  Based on what I read here the customer agreed to the offer I proposed.  I am prepared to follow through with the offer but based on this correspondence from BBB it sounded if I'm being told they rejected the offer.  Can you please correspond back to me and make sure that I am reading their response correctly that they will accept the $800 goodwill adjustment.  If so I will prepare a release to send to them.

   

  Thanks!

  Paul B****