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:05/09/2025

  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.

  March 28, 2025 my son went to Steve Marsh and traded his 2023 ***** Civic for a 2013 ZL1. He did not take a Machanic with him (his mistake) because he believed that a dealership tied to the **** name would be legit. He drove the car and looked it over and thought everything was ok. He made the purchase. After two days it was leaking transmission fluid. He took the car to a Machanic that told him he has thousands of dollars of repairs that need to be done. Also, several of the parts are no longer made by the manufacturer. I then took the car to my Machanic for a second opinion. He confirmed what the first Machanic had said. He has a transmission leak, an oil leak, all struts are bad ect. My Machanic also showed proof by video that the codes had been cleared. I had my son call the dealership and put it on speaker. He spoke with the manager. The managers exact words were, well this may be a hard conversation to have, but it was an as is sell and what do you want us to do about it? The dealership didn't offer to fix the car or look at it. That was the most unprofessional response I have ever heard. Now he's stuck paying twenty something thousand for a car he may or may not be able to repair.

  Business Response

  Date: 05/09/2025

  We understand the frustration with this situation. We never want a customer to have a bad experience. Unfortunately, vehicles have mechanical failures from time to time. In this situation we sold a 2013 high performance sports car that is 12 years old.  We have no control over when or how a mechanical break down can occur.  The Camaro had no visual signs of leaks or issues when it left our location.  After a trip on the interstate back to ********* and casual driving anything can occur.  We thoroughly explained this vehicle had no warranty.  A brand new vehicle has only ****** miles of warranty because it is not a matter of if a vehicle will require repairs but when.  We do agonize with the customer because it is not uncommon for us to trade for a vehicle and a problem occur after we take ownership.  Hope this will help resolve the situation.  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23307407
  
  I am rejecting this response because:
  There's is no way on God's green earth all of the things that were found to be wrong with the car, happened on a drive home to *********. My Machanic verified that some of the damage to the vehicle was old and the paint was peeling from where one of the leaks is at. Not something that's possible in a few days. You all changed two tires and if the car were properly inspected like you say than you would have been able to see the struts were bad. You also did an oil change. Your Machanic also should've seen that there was an oil leak by the oil pan. The age of the car should'nt matter when he is buying the car from a "reputable" dealership. You should want your customers to trust you and try to resolve an issue that I am 100 percent certain that you all knew existed prior to the sale. You are aware of the lemon law and took full advantage of a 21 year old, just to get a crappy car off your hands. This is bad business. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/20/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We take customer feedback seriously and want to address your situation transparently.
  
  First and foremost, we understand your frustration regarding the condition of the vehicle purchased. Our dealership strives to provide accurate representations of our vehicles; however, it is important to recognize that a 12-year-old, high-performance vehicle like the ****** can develop issues over time, even with proper maintenance. We thoroughly inspected the vehicle before sale and disclosed that it was sold as-is, without any warranty, which is standard for vehicles of this age and type.
  
  Regarding your specific concerns about the leaks and mechanical issues, we appreciate your diligence in having the vehicle inspected by your mechanic. However, the timeline and the extent of the repairs needed suggest that some issues may have existed prior to the sale, despite no evident signs at the time of purchase. Our team performed a visual inspection and replaced two tires, and the vehicle was sold with full disclosure of its as-is status.
  
  We sincerely regret that you feel this situation reflects poorly on our dealership. Please know that we value our customers and aim to conduct business ethically and professionally. While we cannot assume responsibility for repairs on a used vehicle sold as-is, we are willing to discuss possible options to assist you within the scope of the sale terms.
  
  We encourage you to contact us directly so we can explore any potential solutions, including recommendations for reputable repair facilities or other avenues to help resolve this matter.
  
  Thank you for your understanding.
  
  Sincerely,  
  ***** *****
  Owner, Steve Marsh Ford
  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23307407
  
  I am rejecting this response because: I attempted to get in contact with the owner on multiple occasions like requested. When I finally did get in contact with him, he had no idea what I was talking about and said Oh, it must have been my son. Spoke with his son (manager) and he stated it must of been the salesman and that sometimes when they reply to messages it's goes under the owners name. I was told I would receive a call the following day after the manager spoke with the salesman to try and come to a resolution. No call. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/25/2023

  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 purchased a 2011 Range Rover on 12/5/2022. Less than 1 hour after driving off of the lot, the check engine light came on and I called the sales person immediately. I was told that they were closed and that she would check with her manager and call me back the next day. I then took the vehicle to Auto Zone to have the codes ran to see why the check engine light was on, and was told the code was for the catalytic converter. The sales person called me back the following day I informed her of this information and was told that that was probably incorrect and that I needed to wait 30 days for my warranty to kick in, she also specifically told me not to call the bank because they could refuse the loan. After speaking to several people, I did call the bank and was told that they could not do anything about it, but that the warranty kicked in immediately and I could take the vehicle anywhere that excepted the warranty for any work needed. I spoke to the service manager at a mechanic business and was told I really should take it back to Steve Marsh Ford because it should be their responsibility. I then did that on 1/23/23 and via a phone call from Steve Marsh Ford, on 1/24/23, I was told it would be $4,000+ to fix the catalytic converters and water leak and that the warranty does not cover either of those problems. I am going to be out $4,000+ for something that went wrong with a vehicle less than an hour after purchase and Steve Marsh Ford has offered no help whatsoever in this matter and stated that that is just a risk you take buying a used vehicle and it was just bad luck on my part. Please contact me with any information and/or advice that there may be for this situation. Thank you.

  Business Response

  Date: 03/01/2023

  Vehicles that are 12+ years old with 120k+ miles are not perfect unfortunately. Certain lenders only allow their own warranties. We do our best to provide a wide range of vehicles from from brand new to 20 years old that meet the need of all consumers. We explain all warranties and what they cover also their lack of coverages.    

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair 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 purchased a used mini van on 12/10/22 and less than an hour of driving off the lot it breaks down.When I called the **********, I spoke with ****** and feel like I was basically told we got your money so tough luck.Turns out that the problem was just the alternator and the total cost of towing and repairs came up to just under $600.I understand that used cars are sold as is but the dealer should have a little integrity and not s**** over their customers.I have a daughter turning 16 in a couple of weeks and e told her she would get a vehicle with taxes this year, but it wont be from this **********.$600 cost Steve Marsh Ford more than that in future sales.I will not be back and advise anyone looking for a vehicle to go elsewhere. This ********** cannot be trusted!Update 1/2/23 - It has been almost a month since I bought the vehicle and it has spent most of that time in the shop. I believe I have driven it maybe 5 or 6 days. Repairs and towing have already cost around $800 and more o am being told that I will probably have to take it to a Kia ********** and it will be another $1000-$1,500 to have the problem diagnosed and fixed. I strongly advise everyone to steer clear of Steve Marsh Ford!

• Initial Complaint

  Date:11/18/2022

  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.

  i bought a 2019 ****** tacoma with approximetely ****** miles from steve marsh. i picked up the vehicle on 11/14/22 after a few days i realized that there is a lot smoke coming out of the tailpipe and when i brake or turn the low oil warning light comes on. i reached out to steve marsh they recommended i take it to a dealership for check up. after the check up the we saw from previous record that this problem was existing and they had recommended to replace the engine. i talked to steve marsh about this situation expecting them to do what is right and give a safe and running vehicle which is what i payed for or return my money. but their answer is that they could not help. I payed $38,000 for this truck plus the money is costing to get a rental, diagnostic times, travel. this is not some cosmetic damage or wear and tear tires that i am seeking assistance for. it is an engine replacement. this significantly impairs my vehicle rendering unreliable as well as its resale value. i only had this truck 5 days today. this is not right. i humbly ask your help and assistance to remedy this situation.

  Business Response

  Date: 02/16/2023

  See attached

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18436744
  
  I am rejecting this response because:

  This reflects poor customer relationships, and the problem was a mechanical problem that should have been address from the entity i bought it from. This situation has costs me time and financial hardships evaluated in over $15,000 almost half the price i paid for the truck. I did not purchase a vehicle straight from the junk yard for the dealership just wash their hands and say oh well we are sorry but we cant help you no counter offer or inclination of any sort of assistance from the dealership in trying to soften the financial burden this has caused me. There was implied warranty that consumers shop when they go to a big name brand dealership and that sort safety should be preserve. I communicated the issue 3 days after i had the truck not months after. A engine replacement is not a cosmetic issue im complaining about it severely devalue my purchase and left my car unsafe for use. 
  i do not accept Steve Marsh Response to this issue.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2023

  Unfortunately at Steve Marsh Ford there is no implied warranty.   It is very straight forward when a vehicle is bought, "As Is ".  Customers have the option to accept an extended warranty, to protect that investment on eligible vehicles. This vehicle did qualify  but coverage was declined.   When that coverage was declined , all responsibility for repairs is on the customer.  If warranty was a concern, a warranty could have been acquired at that time.  We have no additional offer.