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:04/18/2024

  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.

  Purchased a 2020 ***** Silverado on May 1, 2023. Was having issues with truck in regards to suspension problems . As time went on, had problems with truck jerking. Took it back to ********* and found out it was a transmission issue. It has been sitting in dealership since December until now. I have no transmission, I need a vehicle and have been paying on this vehicle for 5 months that I have not had my vehicle but still making payments. I do not want to deal with this vehicle anymore , right now if I try to sell it, I am upside done on this and still cannot drive. And loosing money on a truck that is upside down and have no truck. Dealer/** cannot tell me when new transmission is coming in. I would like my money back and would like to give this truck back . If I try to sell it, I will be upside down of over $12, ******. I would appreciate any kind of help, I need my truck for work .

  Business Response

  Date: 05/07/2024

  Mr. ****** did purchase a preowned Chevrolet Silverado 1500 with ****** miles on it in May 2023. Legacy **** did complete a Pre-delivery inspection of the vehicle before we sold to Mr. ****** this includes doing regular service and maintenance and safety inspection. Mr. ****** did contact Legacy when his truck had Issues and the Truck was in service at classic ************************* I did contact the service advisor to see if truck was in line for repair and he explained that transmissions are an issue with C1500 trucks and Mr. ****** was in line and had an Extended warranty to cover repairs. The last Mileage on car fax is ****** miles (12/08/2023 ****** ************************* he Purchased with 75k miles. I did offer to try and work with him on a **** F150 which we sell but he said only interested in Chevrolet Truck at which point I said I couldn't help him and that he would have to wait for repairs to be made on his truck at the Chevrolet store. I understand his frustration but and I want to help but i cannot just buy back a Pre-owned truck purchased a year ago and has 20k more miles on it for the same money that he paid. He does have a good warranty on his truck and if ********* can complete the repairs soon, he will get his truck back.  
  

   

  ******* ******

  Gm 

  Legacy **** 

   

• Initial Complaint

  Date:04/10/2024

  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.

  Purchased a used 2019 f 250 in July 2023 for what they said was quality vehicle with no issues. I paid about $63,000 with the extended warranty, bumper to bumper, and anything else they were offering to ensure that if anything happened to the vehicle they would take care of it and I wouldn’t have to worry.
  That wasnt the case. I asked that all fuel filters, oil filters, cab filters be replaced before I drove off the lot.. they said they did but they didn’t and I came in within a few days to have that done. Also I notice steering was off and the brakes weren’t working properly so I asked the em to service that, the guy pretty much caused me out and told me to F off. Had to raise some hell and eventually contacted Patrick the GM who wasn’t very helpful initially and his comment was “ you get what you pay for”.
  Next was electrical issues, the horn stopped working, the screen in the dash quit working so I had to take it to the dealership again in less than a month.
  After that, electrical issues arose again the truck went haywire, lights flashing, horn blaring so I had to take it in again.
  After that, the truck started leaking water into the cab after getting it back from repairs and spazing out again, after they charged me an arm and a leg to fix it.
  Employees were rude and disrespectful and the manager always seemed to be on vacation.
  I contacted Ford directly to claim a Lemon so the truck went back in for repairs. They charged me again, said it was fixed, but when I went to start my truck today I found water again in the cab for the third time. I called to speak to Gerald the service manager and his response was “ come get a refund and take it to another dealership” like wow!
  I would recommend this dealership to anyone.

  Business Response

  Date: 04/16/2024

  Mr. ****** purchased his F250 Super Duty on June 24th, 2023, with 53,446 miles on it. The truck was sold “as is” without any expressed warranty, except for what he purchased extra at the time of sale. In August 2023, after having the truck for 2 months and driving 6,000 miles, Mr. ****** contacted the service manager, Gerald Powell, regarding issues with the brakes and rotors making noise. Although these components were not covered under warranty, the dealership agreed to replace them without charging Mr. Harvey. Additionally, they provided a loaner vehicle for him to use during the repair.
  Later, in November 2023, Mr. ****** experienced an issue with the touch screen not working for the SYNC system. The dealership performed a repair by installing a new APIM module and updating the system. Once again, they provided a loaner vehicle and made efforts to address the customer’s concerns. Despite these efforts, Mr. ****** remained dissatisfied with the work completed. In response, the dealership refunded his money for the last repair.
  It’s important to note that when purchasing a pre-owned vehicle, the dealership is generally not responsible for mechanical or manufacturing issues unless explicitly stated at the time of purchase. Legacy Ford has made every effort to address Mr. ******** concerns, but he has continued to express dissatisfaction through negative reviews and surveys. The dealership is willing to purchase the vehicle back at its current market value based on the current mileage and condition, as indicated in the attached purchase documents, which clearly state that the truck was sold “as is” with no expressed warranty and nothing owed.
  Summary: Mr. ******** F250 Super Duty was sold without a warranty, but the dealership has made efforts to address his concerns. However, he remains dissatisfied and has given negative reviews and surveys. Legacy Ford is willing to buy the vehicle back based on its current market value.  Purchase Mileage 53,466  Mileage at last repair Est 76,002 

• Initial Complaint

  Date:11/09/2023

  Type:Product 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.

  On 11/2/23 I went to legacy Ford with a preapproval for a 2020 Ford edge with 10.45% interest rate. It was advertised for 25900. My salesman was Chuck. They confirmed the price of car as 25900. I was given my first financial alternative worksheet that had the price of the car 25900 and additional items at 2900. I asked about the additional items and chuck brought out his sales manager Arron. he explained that it was multiple things. At that time I told him I only want to add GAP. Arron then brought out a second worksheet that showed the price of the car 25900 and additional items at 995. At that time I was told the 995 was GAP. I hen told them I had one more car to look at and left. About an hour later I returned to purchase the vehicle. Once in financing I noticed the price of the car was now 26895 with Gap 995 included on a lower line. The interest rate was now 10.95%. I questioned the change in price of car and was told that was a non removable item of 995 ( ceramic coating, wheels, windshield and key fob warranty). I stated that I only wanted GAP and showed the worksheet. The finance guy said I must have misunderstood and that GAP was in addition to the unremovable items. I was told Capitol one increased the rate. I was upset and walked out but returned 10 minutes later to purchase the car because it was a good price and a good car. I was told it should have never been sold at that price and they weren't going to make any money The next day I noticed I didn't receive a wheel lock or any paperwork on the warranty that was added on and I texted my salesman Chuck who responded he will get with a manager. I didn't hear back and texted again. He said he was busy. I called on 11/3/23 and spoke with Sales Manager Arron and explained the same issues. He said he would have the finance manager email me the paper and he would text me to get a picture of the wheel. Didn't hear back. I am requesting 995 refund for something I didn't want or receive paperwork for .

  Business Response

  Date: 12/01/2023

  I communicated to the customer Ms ***** via email when she sent me complaint and expressed that I would pull the information she requested. I then emailed her back the requested information ( see attached ).I also have attached the Email correspondence that was sent to here immediately after receiving email from Ms *****.  I know that she originally left the dealership to shop other vehicles and then came back and purchased with protection package installed on vehicle. It is Legacy Fords goal to make sure every customer is treated fairly and honestly if she wants to reach out to me personally she can email or call.  

   

  Patrick Sexton 

  GM 

  Legacy **** 

• Initial Complaint

  Date:03/23/2023

  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.

  In the shortest version of our story possible…Worst experience ever. Bought a used truck that was $80k. It has been brought back to their “service dept” for multiple repairs/issues. The staff members could care less to communicate, or stay in contact. Supposedly now computer system is down so parts can’t be ordered. Always an excuse never any care or resolution. This truck has been in the shop more than it has been driven(bought in November 2022). Had to contact Ford’s Corporate office in order to get an answer at all. The GM Patrick will NEVER call back, always at lunch/not in and will have one of the sales people/managers talk to you. Once again the truck is currently at their service department and has been there over a week. They don’t feel the need to contact us at all. How these people keep the doors open is unbelievable. UPDATE: After filing a complaint with Ford Corporate, suddenly the same day the dealership says my husbands truck is ready. Seems odd to me that you are able to fix the vehicle so quickly when everything was such a disaster according to your employees. All around BAD business! Y’all are a car dealership it is your job to handle your business properly, no excuses. Maybe if you acted like a team and and took care of people that spend tons of time and money dealing with your back and forth issues, things might be different. Unfortunately y’all are a bunch of cowards and have ZERO communication. Another problem is when you buy a vehicle that’s in “excellent” used condition and talk this truck up to be something IT IS NOT it just shows the character of the people you’re dealing with. Obviously after as many times that he has had to bring it back to your amazing “service department” it starts to make a reputation for the dealership. And if y’all can’t/don’t know how to run it properly this in return will happen. My husband is a very nice man and never has issues like he has had with you all. Imagine making truck payments for a truck that sits in the shop more than it has been driven. If suddenly you’re having a change in management and all of these reviews/complaints, there’s obviously a problem!!

  Business Response

  Date: 05/01/2023

  The customer purchased a Pre-0wned vehicle and had several issues After the purchase some we needed time for the technicians to reproduce so they could diagnose properly. we did cover the repairs under warranty but unfortunately the process had taken longer than we expected. we should have done a better job communicating through out the process. 

   

  Patrick ******

  GM

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be ok to me. There’s nothing further you can say to this dealership. They know and it will continue to happen to others until they get communication and not be liars. Lesson learned for sure!
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/12/2022

  Type:Billing 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.

  Dropped my truck off on Wednesday am for brakes, and cab mounts. Received a call, and text from red that I also needed front wheel bearings. Total cost would have been ~$4800. Because there was a question if there would be time for the cab mounts, I opted to pass. red called me back about 10 min later and "offered" me a "one time only opportunity" they could do all the work for the bargain basement price of $3700. So, cab mounts, brakes, and bearings would be $3700. Picked my truck up, and later that evening I looked at my bill. red, also added an oil change, (not needed had ) But red also added fuel filters, not needed as they were done my last oil change. In total, $326.25 of unauthorized services. The very next morning my truck continued to make squeaking noises from the cab. Saturday, I called red to let him know what was happening. No response. I texted him Monday am, and he wrote back apologizing, and said just bring it back. No loaner, no rental available. red completely ignored my text messages Monday into Tuesday, until I called him out for ignoring me. He sent me a message saying he hurt his leg Monday. He couldn't call back, until I called him out?? He sent me a text with a picture of his injured foot. See attached. After telling me they had no loaners, and no rentals available, I told him to let Enterprise know I needed a car, could pick it up Wednesday, they could bring a car from another Enterprise location. So, Wednesday I went to pick up the car. No car, no reservation, no cars available. Got a car the next day and left my truck. No word from the dealership all day. Text the next morning. Response was waiting on the mgr to drive my truck, 2 techs drove, no squeaking. Supposedly Mgr hears better? Picked my truck up, and leaving the dealership I heard the squeaking. I sent a recording to red. Zero response. They are paid, so customer service is out the window. Unauthorized charges, poor workmanship, and a picture text of feet. Pretty sad.

  Business Response

  Date: 10/11/2022

  
  Our Parts & Service Director (Gerald ******) reached out to the customer and discussed the issues in this case. We refunded the customer $326.25 which is the amount he said were unauthorized services. We also refunded the customer another $45.00 toward a rental charge he had from Enterprise Car Rental. The customer was satisfied with this resolution.
  
  Thanks,
  
  Eddie *******, Service Manager