ComplaintsforCovert Ford Inc

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a vehicle from Covert Ford on research blv couple of months ago and ever since I got the vehicle it has given me problems. All the problems I have been facing were all under warranty. The problems that are occuring are all electrical it seems like. One problem that happened which was the first one was a safety sensor that took them almost 6 weeks to replace, i was told it was the 3rd part they had tried that had finally worked. then i got the truck back and then after 2 weeks my APIM unit/ piece went out and then I contacted them and after time when i gave them my truck they told me that they could not fix it, the part itself they could not get, and that they do not have a time frame and do not know when it will be fixed. My problem right now is they are not communicating like they should be, during all this i was ghosted, wasn't informed, and they are supposed to fix this because its warranty related. It has now been more than a month and they still have only sent me one thing saying how they still cannot get the part. I contacted the general manager and gave him the entire log of when my truck was there, dates, times, and he responded with " *************** I am looping in my team to help get on these repairs" and now it has been a week and still nothing has been said to me. when i went back and checked my log they hava had my truck for more than 7 weeks and 2 days at the dealership and i have only had it for 29 days total. I would like some solution to happen, either my money back including my $10,000 dollars down payment, for them to either fix it, or give me a different vehicle equivilant without any cost to switch, or to work with me on a solution through all this that we can agree on.

  Business response

  02/05/2024

  This is a part issue with **** and we are waiting on the same thing. Below is the answer from **** as we are waiting on the part. We will buy the vehicle back for the market value however that is not the same as buying it for the amount the customer paid. 

  
  
  
  I just checked with parts ***** for an update. Still no release date on the part due to programming/software issues on ****'s end per the Copis case. Here are the notes from **** on this case:
  
  
  The shipping ETAs of this part varies due to programming issues. Service centers are pulling the orders and shipping in chronological order by current listed priority. There are no ETAs attached to these orders. Your order has been added to a spreadsheet for Engineering to prioritize your order for resolution. 

  Customer response

  02/05/2024

  Complaint: 21239870
  
  I am rejecting this response because: That is not a solution to the problem. When I signed the papers for my warranty , and the employee at covert signed his end too. That was a written agreement saying that **** and Covert would take care and fix my vehicle whenever it had problems. The problem that is happening in the vehicle is under warranty. Them not fixing my vehicle and saying its because **** is not a solution. My vehicle is not functioning to its full potential , it's unfair to not consider giving a refund, switching me into a different vehicle at no cost/ fair and even trade, or fixing the vehicle in 30 days. I think that **** and Covert need to find a solution that isn't just waiting and seeing when the part will be fixed. It has now been 1 month and a few weeks with this problem. 
  
  Regards,
  
  ***************************

  Business response

  02/07/2024

  ...In ******************** response he referenced several concerns that are **** Manufacture related and some related to communication between Covert Ford staff.  Our final response will address both.  The vehicle is still under manufacturer warranty 3-years/ 36,000 miles, which covers bumper to bumper.  **************** did purchase an additional Pre-Owned warranty, which covers 48 - months ****** miles whichever comes first.  He references this warranty as a signed agreement, which it is and all our customers who purchase this warranty sign the contract warranty form, including dealership personnel at the time of purchase.  
  
  
  The dealership is well positioned to address the repair under the manufacturer's warranty, however, **** Inc, is experiencing an engineering issue with the part (APIM) that's needed to address the electrical issue **************** referenced.  As of today, **** Inc, does not have a solution or an ETA, which continues to cause the repair delay.  ************** referenced our General Manager response assigning this to his team to assist him. 
  
  
   Our Fix Operations Director has been in constant communication with ****************, shortly after being assigned to assist him. He's provided detailed options, that address ******************** request to find an equivalent vehicle (trade out of the vehicle without any cost to him or get his down payment back.   Cover **** follows the **** Inc., process when their customers have issues or concerns with their product.  That recommendation requires all customers to call **** Customer Service # ************ and request that **** buy back the vehicle back, assist with monthly payments or trade in allowance assistance to purchase another vehicle.    
  
  
  ************** submitted a request to have his vehicle bought back, unfortunately, **** Inc declined his request.   Covert Ford is prepared to repair the vehicle when **** Inc, provides the necessary parts. 
  
  
  Thank you

  Customer response

  02/08/2024

  Complaint: 21239870
  
  I am rejecting this response because: how is the only solution that is come up with is to sit  and wait until **** has a response? From when I spoke to the **** representative on the phone she mentioned that the dealership has been cut and dry and not responding to her. She also mentioned she was trying to get on a phone call this week with the dealership and Im awaiting to hear back from her if she was able to because this dealership lacks communication. For customer service this is not great, its basically being said to sit over there with your broken part thats effecting the entire stereo system and speakers turning off and to just deal with it.  My concern is why is it okay to let me drive a vehicle that is malfunctioning and possibly wait months, and maybe even a year. Again, so the only solution you have for me is to continue to drive the vehicle hike it has all the malfunctions?
  
  Regards,
  
  **************************;

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Literal theft occurred at this dealership. Aside from the usual con practices of posting an online price and then hitting you with non negotiable addendums that raise the price of the car, this dealership has owed me money that they refuse to pay out. If you have a paid off trade in do not take it to this dealership. There was an amount given for my trade that I agreed to with an understanding that I would not apply the funds to the sale but instead would receive a check for the value. It was understood since I had a free and clear title that I would get a check overnighted to my address. I have since signed all the paperwork and the title to give Covert Ford full ownership of my trade at the time of sale. It has been almost 3 weeks and no check in sight. Repeated attempts of contact have only resulted in run around explanations with no information on why the delay to our understanding. I fully believe they do not intend to pay resulting in an outright theft on my behalf. Do Not Buy from this place.

  Business response

  12/11/2023

  The delay in processing the purchase check was due to incomplete paperwork. He sold us a vehicle w/ a clear title that was signed over to his dealership. We processed it as a dealer purchase because of that and were waiting on the **9 for ***************** to proceed. processed the check Mon, Nov 27th and called ********************** twice on 11/27. Both times I was forwarded to voicemail that was not set up so I could not leave a message. I did follow up w/ the customer on 11/29 to arrange for his equity check to be overnighted because ***** told me about his post. I sent ***** an image of my phone records from Monday 11/27 that shows I called him twice. I am also including the tracking for the check he rec'd on 11/30. I hope this is helpful. thi is from our title clerk. It has been overnighted and it is there at his home. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I agreed to purchase a vehicle and they signed a We Owe that they have not completed. They have had over 1 month to do it and are not done yet. I want to cancel the contract now because they have not met the requirements in a timely manner.

  Business response

  11/07/2023

  We have fixed the tailgate the customer pointed out at time of sale aswell as other pieces after on the tailgate the customer pointed out after . There is a piece on back order we are also willing to fix that was not part of the orgnial We-owe the customer states that we are waiting on the part to come in. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Month and half ago i bought a 2019 chevrolet silverado ,from dealer since day two truck started having problems ,i took it to the dealer they said they will fix it they took it for a few days and gave it back to me after 16 days told me they fixed the transmission issue ,next day i have the truck i found out they damaged my truck while they had it they told me that they will fix it to bring it back when i went back they said come later on way home that day check engine light came on again ,i went back to them they took the truck and returned to me again said it was fixed ,same day i took it back transmission went out again ,they claim they fixed it and now again check engine light is on my transmission is no good again ,i haven't been able to work i put almost 7000$ down payment and i cant drive my car this truck is a lemon they need to take it back and return me the money the Gsm ************************* didn't do anything i talk to him multiple times now they have the truck back again to fix it and i am left ******* paying for uber everywhere this is straight ridiculous please contact dealer ask them to take the truck back since its a lemon .i am done being the nice customer all people there are rude and dont want to help,if this doesn't get resolved i will be forced to get a lawyer

  Business response

  11/10/2023

  We supplied this customer with a loaner vehicle the first time his truck had issues, which he took our loaner vehicle to ******* . We even redetailed his truck for stains that did not come off orginally. The Chevroelt  truck he purchased is under factory warranty and all the work was performed at a ** dealerhsip to get fixed. Customer took the vehicle after it was fixed and came back maybe 1-3 weeks later not sure of the time line. We instructed him to take it back to the ** dealership since it was underwarranty and they would help get it fixed again if it was having the same issues. Customer was upset that the ** dealership that would performing the work did not have a lonaer for him to drive at that time and this customer was upset. He demanded for our dealership to give him a loaner while another dealership was working on his vehicle. His truck has factory warranty and is able to looked at with a great chance of not having to pay anything out of his pocket. I feel he is upset because the dealership does not have a loaner and he expects for us to give him one which we cant . He has talked to me, ****** , about trading out of the vehicle which we gave him options to do so , but he was also wanting to get in to a more expensive truck at no additional cost. He was trying to upgrade his Chevrolet to a **** F-250 and keep all the numbers the same which is something we could not make happen . 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 15, 2023 I am have ****** dollar purchase with a monthly payment of ****** per month to pay for the next 5 years. On July 3rd 2023 my ******* Elantra was stolen from my front yard and on July 5, 2023 I was given the grave news that the five teenagers that stole my car to take it joy riding totaled my vehicle that I only had 4 months to pay the car off.On October 23, 2023 as I was driving my 2018 **** Escape my "transmission emission service now" light pop on my dashboad. I immediately took it to Covert in Bee Caves to the service center where they checked everything and found out that I needed a new battery. I was like okay I purchased the battery took the car back to the dealership and they put the new battery in and that was that. Not!!! The light for the transmission came back on now with the check engine light now popping up turned back around and they said that I needed to take it Covert Ford since was a ****. Took the car to the service center on 10/23/2023 and then I get hit with well ****************** it will be a three week turn around because I have sixteen other cars ahead of me. Now here I go I have to go and tell my job the MANDATORY THREE DAYS I HAVE TO GO INTO THE OFFICE I am going to have to work from home. No loaner car was offered nor rental car provided for me to be able to get around just to do errands and go to work from the dealership. No I am on write up at work with the threat of losing my job and angry director and assistant director because it not fair for my other teammates to not be able to work from home on three week timeframe. I agree! My questions is can I miss my car note payment for the next two months to cover me get ride share to and from work Tues-Wed (****) cheaper route than renting a car? No you are going to want your payment of my car note without excuses on November 3, 2023. Right!!!???

  Business response

  10/24/2023

  I'm sorry for her situation. The wrong store has been forward this complaint. This needs to be forward to our **** store on 183. Thank you!

  Business response

  11/09/2023

  The vehicle was not purchased at Covert Ford and has not been Serviced at Covert Ford. The Customer took position of her vehicle prior diagnoses being performed.

  The vehicle is a 2018 **** Escape with ***** miles was purchased used at another dealership and would not qualify for the **** Loner Car program. 

  ****************** purchased a Battery at another Dealership and when this did not repair the vehicle she was sent to Covert Ford for repair, but chose to pick up the car before being checked.

  ****************** would need to file the complaint with the Selling Dealership and not with Covert Ford. If she is requesting a replacement vehicle or repairs made at no charge.

   

• Initial Complaint

  10/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I dropped off my vehicle to Covert Ford for diagnostics on a suspected transmission issue. I was told by two people that the wait time for diagnostics was UP TO three days. If a transmission issue is found then the work to have that done would be four weeks. It is now up to seven days and my car has not even been seen for diagnostics as far as I know. *** tried to contact multiple times after the three day window. I called earlier this afternoon and could not reach anybody so I left a message for the person in the service department to call me back. I received no call back. I was disappointed to not be offered a courtesy vehicle considering the reason for bringing my vehicle in is due to a faulty recalled part on the 2015 **** focus (the ***** Their service is very ineffective and they intentionally avoid answering clarifying questions.

  Business response

  10/16/2023

  the parts came in today and the team has been working on communication. we are getting in contact to set time for the vehicle to come in. 

  Customer response

  10/17/2023

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

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle has been with Covert Ford service department since July. It was brought in for an emissions readiness issue in order to pass state emissions inspection. The technicians have been unable to diagnose the issue and have only recommended work that is not emissions related. It was promised that changing out the less than one year old tires would somehow make this emissions issue disappear. It did not help and there is no end of work in sight despite no conclusive diagnostic information being provided. The only acceptable resolution is for the service department to re-install the old tires (they were saved) and release the vehicle free of charge to a more knowledgeable shop.

  Business response

  01/29/2024

  Teservice recommended tires because cause existing tires had variations of tread depth(triggering traction light ) ..in addition vehicle had a check engine light on (owner refused to proceed ) because it fell under some type of "clunker law"
  where the state or city would offer assistance in passing emissions . customer left vehicle here for months before picking up and paying for tires 

  The State has refused to assist with the payment of the repairs and the customer has picked up their vehicle and paid the invoice in full.

  The customer vehicle did suffer other damage due to the vehicle being driven with the incorrect tires on the vehicle.

  No further action is required by Covert Ford and the matter has been resolved
  
  
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Covert Ford sold me a vehicle, deceiving me about the value of the vehicle, ability to refinance, and my credit worthiness. They took advantage of my naivety, marking up the vehicle over 150% above MSRP, promising me I'll be able to refinance 6 months later, and ensuring me the validity of a deal to ensure me in a contract that put me at a significant and long lasting disadvantage. This was confirmed sic months after the deal by the manager of the same dealership, who told me I was taken advantage of. ************** knew this was happening and enable and participated in this fraud.

  Business response

  07/19/2023

  This issue has already been addressed by the **** Complaint that this cutomer has also sent a request to withing this last week .We have provided all the docmunets that have been requested by this agent. To inform you the BBB of whats going on this customer was not sold a vehicle 150% over Msrp as they mentioned and we have provided the **** and book out sheet from the time the vehicle was purchased. The market has changed since then and so has the vaules of all cars . All signed contracts and documents need to insure that everything was presented to the customer as well as the customers understanding of what she signed has been presented to the customer. At this time there is nothing further that we can do to help this customer understand this information. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10th 2023, I took delivery of my new 2023 **** F-150 from covert ford. The buying process took longer then expected because on day one the floor manager and sales manager decided it was ok to get upset when I denied their deal and talk and cuss about me within ear shot of me behind their desk. From that point on the finance manager handled my case. From there the process was pretty standard, find a fitting vehicle, discuss warranty sign papers and done. I was promised a ready vehicle when I returned from vacation on June 10th. I did my walk around for delivery and noticed paint damage on the truck in multiple areas. I brought it to their attention and my finance manager said come back in the following Wednesday and it would be taken care of. I sent an email to the ** and GSM regarding the concern and this is where the real disappointment came in. After I sent an email I get a call from my sales person stating sorry man totally my fault it slipped my mind but the truck you bought is sold as is because it was on a loaner program so we cant do anything to fix it. No where in my purchase process from my finance manager to my sales person did anyone say sir because this truck was on a loaner program if there is damage it is sold as is so this information was withheld from me. I tried to meet the dealer in the middle for a solution but after being talked over and insulted saying I could spend even more money for a brand new no mileage truck I told them to run the buffer on it which made no difference. It clearly needs body work and now I am the one stuck with a truck that should be as if brand new even if it was a loaner. Had I known damage was on the truck I would of found a different vehicle to get into. Now the dealership refuses to right the wrongs because its as is even though thats not in my contract and I am the one getting quotes from body shops to see what its going to cost to have it fixed the way it should have been for any customer

  Business response

  07/07/2023

  We are not aware of any staff members using profanity, we are a family owned dealership and have a trained staff that does not tolerate any disrespect to any customer and we would not allow any of our staff to "cuss" at a customer. The customer purchased a ********** that had **** miles on it and was a previous service loaner, customer was aware of this at the time of sale and was even offered a new one with 0 miles before signing any paperwork, due to the big discount he decided on the truck he has now. Once he took delivery he noticed some surface blemishes on the vehicle and when the concern was brought up to the dealership customer requested for us to buff his vehicle, both parties agreed to that solution and we brought the vehicle back and ended buffing all the blemishes he pointed out. We completed all of the customers request and did exactly what the customer asked us to do. 

  Customer response

  07/07/2023

  Complaint: 20191870
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

   

  a flat out lie on your part. I did not say any of your associates cussed at me I said tempers got flared on both sides. Second point. I was made aware of nothing during the sales process. ONLY that the vehicle was previously used as a temporary loaner and THAT IS ALL THAT WAS BROUGHT UP. Your dealership played the classic bait and switch role. Showed me a lower class then a higher class with all the talk of how it will hold better resale value etc.  AT NO POINT DID WE DISCUSS THE VEHICLE WAS SOLD AS IS. FURTHER MORE IT IS NOT DISCLOSED IN THE CONTRACT PAPERWORK. ONLY AFTER COMING IN AND TRYING TO WORK WITH YOU GUYS WHILE YOU FLAT OUT TALK OVER ME! DID YOUR MANAGERS CLAIM OH YOU CAN SPEND MORE MONEY FOR 0 MILES!
  

  you guys forced me to agree on buffing it out or doing nothing at all which you are clearly doing yet again. In this response I will include a screenshot from your dealerships FINANCE MANAGER that the vehicle sold to me was considered NEW and not AS IS. Your dealership made no difference in the side of the truck where damage is clearly present. Instead you guys took not only a money stealing, lying route but you also left me with two options. Buff it or nothing at all. So I again return a message back to you in the fact you are lying and again AT NO POINT DURING THE TRANSACTION WAS IT BROUGHT UP THE VEHICLE WAS SOLD AS IS! 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i spoke to ***** in seeking an extended warranty, he said i must get an inspection first. ***** said it would take up to four days. i got my car back in 10 days. The inspection listed 4 items. it stated "needs reseal" for $6,344.47. i asked was this meant and ***** said both my head gaskets needed to be replaced because radiator fluid was seeping. i asked how they determined this and if they did a pressure test. ***** said no and had not other info. I took my vehicle to a repair shop and they pressure tested the system a corrected the problem by tightening a hose clamp. The 2nd item on the list was true. i will soon need breaks and new rotors. However, the extended warranty i was seeking does not cover break parts. Truthfully I am unaware if this is an issue to get an extended warranty. The third item listed was a dead battery cell. I went to where i purchased the battery and witnessed the test results that said the battery was good. Batteries are also not covered by the extended warranty i was seeking.The 4th item was "needs reseal" for $998.91. I asked ***** what this meant and she said I needed an oil pan gasket. I took my vehicle to the company that replaced the seal the previous month and they could not find a leak.There was a 5th item in the notes. It said the transmission had a hard shift. I've never noticed a problem. I did notice when i picked up my vehicle, from Covert that the transmission was in Sport mode, in the mode it is normal for the transmission to shift hard (or what i would call abruptly). I completed the emailed **** survey with these same comments. I also responded to the emailed **** Survey follow up and have never been contacted by Covert Ford to address my concerns,I do not feel a though i received a fair inspection and the time I spent without my vehicle made it difficult to run my business. At a minimum i would like a refund for the faulty inspection. I would be nervous leaving my vehicle with Covert Ford again.

  Business response

  05/04/2023

  Hello *****************************, wanted to thank you for the feedback ..we will refund you $220.00 for initial diagnosis to honor you request, we always extend an invitation to invite you back in to support our visual inspections and diagnosis

  if you have any other questions please contact ******************* (Fixed Operations Director ) **************************************** or ************

  Customer response

  05/05/2023

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

*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. ↩