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:06/26/2025

  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.

  Regarding *** **** Southway **** My husband and I were taken to see a **** Expedition that was being serviced for catalytic converter issue at the repair shop at the time they were selling it. They assured countless times that converter was being replaced. We believed and trusted they were being honest with us. We ended up buying the vehicle and trusted they were telling the truth. One week later after purchase a check engine light appeared. Per code reader it showed code regarding low performance from catalytic converter. After calling and chasing someone to talk to at the dealership I got hold of general manager **** who told us to bring vehicle into be checked. Mechanic told my husband that he could clear code. That is not going to fix it because code will just come back on if issue is not replaced. I spoke with **** and told him that even after-market parts (which is what they use to get the vehicles sold) can be defective. He assured us that the catalytic converter was 100% working. They cleaned it but were not willing to replace. Being that Southway **** had the vehicle at the shop in first place to fix it obviously it was repaired correctly. So much for selling quality cars to consumers I cant believe we are stuck with their vehicle they misrepresented.

  Business Response

  Date: 07/10/2025

  Dealership has reached out and has made contact with the customer. We are currently working with the customer and feel confident in finding a solution.

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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.

  ON JANUARY 21, 2025 I WENT TO THE **** DEALERSHIP LOCATED AT ****************************. I GAVE SPECIFIC AMOUNT OF ($6000.00) AS TO PURCHASE A USED VECHICLE, I WAS SHOWN A 2015 ****** SENTRA. THE TEST DRIVE WAS PERFORMED IN THE PARKING LOT AND SEEMED OKAY, WE PROCEED INSIDE TO DISCUSS ***** PRICE AND WAS QUOTED ($6000,00).AN APPLICATION WAS FILLED OUT AND I WAS GOING TO GIVE A DOWN PAYMENT OF ($3000.OO). I WAS TOLD BY ***** PERSON SAID HE NEEDED TO CHECK MY CREDIT, I EXPLAINED I WANTED TO USE MY BANK AS THE LENDER BUT I WAS TOLD THAT THEY HAD TO USE THEIR LENDERS FIRST, AND THEY WOULD LET ME KNOW THE FOLLOWING DAY IF APPROVED. MY CREDIT WAS PROCESSED BY 3 DIFFERENT LENDERS AND I RECIEVED 2 DENIALS, AND WAS APPROVED BY ***************. VECHICLE PURCHASE ORDER WAS FILLED OUT AND I NOTICED THE PRICE OF THE CAR WAS HIGHER THAN WE AGREED I ADDRESSED MY CONCERN AND THEIR REPLY WAS "THE TAX, TITLE , LICENSE , DOCUMENT FEE " CAUSED THE ***** PRICE TO GO UP. I THEN NOTICED SOME ADD ONS AND ASKED THEM TO REMOVE THEM AND THEY STATED THEY COULD REMOVE THEM. EXCEPT FOR THE "TEXAS ASSET PROTECTION" OR GAP IF YOU WILL ? THAT IT WAS THEIR POL;ICY TO ADD ON AND COULD NOT BE REMOVED, I DROVE THE VECHILE HOME AND I INSPECTED WHEN I GOT HOME NOTICED TRUNK WAS WET AND FELT THE STEERING WHEEL WAS LOOSE AND DROPPING ON ITS ON, THE ** MAKING A LOUD NOISE.AND THE WINDSHEID NEEDED SEALANT AND HAS NOT FIXED. AND NOW THE ** HAS STOPPED WORKING, THERE WAS ALSO A THE CONTR**T IS TOTALLY INCORRECT IN THE NUMBERS AND SOME DOUBLED , I SIGNED A CANCELLATION FORM FOR ADD ONS TO BE REFUNDED AND ASKED FOR A REVISED COPY OF THE LOAN APPLICATION WITH THE REMOVALOF THE ADD ONS I REQUESTED, TO THIS DATE I HAVE NOT BEEN GIVEN A COPY OF MY REVISED LOAN AGREEMENT AND DIFFICULT TO SPEAK TO ANYONE REGARDING THIS MATTER, SO IN REALTY A $6000,00 WITH A DOWN PAYMENT OF $3000.00 DOLLAR CAR HAS BECOME $8481 ON VECHICLE PURCHASE ORDER FORM AND #$12,000. ON FINANCE FORM AND $7990. ON THE ****** REG, APPLICATION,

  Business Response

  Date: 04/08/2025

  MacHaik Southway **** has made contact with the customer and arranged an appointment to review the customers concerns. We are looking forward to our appointment in hopes of a resolution 

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising 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.

  This company sold me a vehicle that has issues with the traction control. About a day after I bought it the engine light comes on and the traction control light comes on, which means whatever is going on with the engine, the traction control turns off making this car unsafe for my daughter and I to safely drive it. They said they didn't see any issues when I brought it back and refused to fix the problem. They practice unsafe practices just to make a sale. ***** ***** was the salesman and seemed like a nice guy.

  Business Response

  Date: 03/27/2025

  Customer concerns have been addressed and resolved. At this time we fill this concern has been resolved to the customers satisfaction and is closed 

• Initial Complaint

  Date:09/18/2024

  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.

  On August 8, 2024 I took my 2019 **** Fusion to the dealership for a noise it was making. They gave me diagnostic of it being the flexwheel & charged me a diagnostic fee of $260. I was told that to repair the vehicle the amount would be $3,414.42 I paid the $ $3,414.42 & had the flexwheel repaired. Then on September 14, 2024 my vehicle broke down again. I had my vehicle towed to the dealership and was given a diagnostic of it being a bad transmission & said it would cost me $5,000 dollars to replace it. I was told the oil in the transmission was black with small particles of metal in it. I explained that in order to fix the flexwheel the transmission would have had to be removed and the oil should of been drained then replaced. The service guy first told me that the transmission wasnt removed to replace the flexwheel then later said it was removed but did not change the oil to the transmission as it has over ****** miles on the vehicle. The employees were all very rude and none seem to want to help me in anyway. I tried to explain to the service manager that the fair thing to do would be to give me the $3,500 credit and I pay the difference of $1,500 to repair the transmission. If from the start they would have mentioned it was the transmission & not the flexwheel I would have paid the $5,000 dollars and the flexwheel would have been included when the transmission would have been replaced. Please help me with this situation, I just want my car repaired & the dealership take responsibility for their mistake. Thank you!

  Business Response

  Date: 09/18/2024

  Customer had taken the vehicle to another dealership for diagnosis prior to bringing it to MacHaik Southway ***** Customer stated the other dealership diagnosed the vehicle as needing a flywheel due to it being cracked and wanted to know if we would honor their estimate. Customer chose to bring the vehicle to ******** Southway **** because they were not happy with the wait time given at the other dealership and we were also willing to give the customer a discount. Customer was made aware that we needed to do our own diagnosis to make sure the repair the other dealership recommended was indeed a needed repair. ******** Southway **** did verify a cracked flywheel and quoted the customer the cost of the repair, customer then approved the work to be performed. In this repair the transmission is removed in order to install the flywheel but the transmission is a sealed unit therefor no fluids are lost. Please note the transmission was never opened or worked on in any way. In agreeance with the other dealership the flywheel was cracked and needed repair, both diagnosis were the same. We are sorry to hear the customer is having additional concerns with their vehicle but the repair that was made was the repair the customer came in requesting and also the concern we verified. If the customer is experiencing a concern with the transmission, that would be different repair. If the customer is having transmission concerns, fixing the transmission would not have fixed the flywheel concern. Unfortunately, these are two different issues which both need to addressed separately. Once a vehicle exceeds ******* miles it is not uncommon for a customer to experience more than one concern mechanically. We are willing to work with the customer and give them a discount for any additional repairs needed at this time as a good faith gesture. Again, we are truly sorry the customer is having additional concerns but internal transmission issues are not related to any repair made by MacHaik Southway *****

  Customer Answer

  Date: 09/19/2024

  Complaint: 22300554
  
  I am rejecting this response because:

  First of all,  thank you for your reply. However, I would like to respectfully reject this explanation for the following reasons, While it is true that I originally came in with a cracked flywheel diagnosis from another dealership, the concern I am raising is not the quality of the flywheel repair itself. The issue I am experiencing with my vehicle relates to the transmission, which arose immediately after the flywheel replacement. It is concerning that there is a mechanical issue now that was not present before the flywheel repair. I understand that you argue the flywheel repair and transmission issues are separate, but I believe there is a reasonable expectation that the transmission could have been affected during the repair process, particularly since the transmission had to be removed to access the flywheel. Even though the transmission is a sealed unit, the act of removing and reinstalling it could potentially impact its function. I would appreciate further investigation into whether this could have contributed to my current transmission issue. My concern regarding the transmission arose shortly after the flywheel repair. Given the timing, I believe it is important to consider whether something may have been overlooked or caused during the repair process. This is not simply a matter of my vehicle being over ******* miles, but an issue that directly coincides with the recent repair. While I appreciate your offer of a discount on additional repairs, I believe it is more reasonable to thoroughly assess whether the current issue with the transmission could have been a result of the previous repair, or if any unintended damage occurred during the flywheel replacement process. I am not seeking to address an unrelated issue, but rather an issue that seems closely linked to the service you performed.
  
  I hope that you can understand my perspective, and I would appreciate a more thorough review of the situation to resolve this matter fairly. I am happy to discuss this further.
  
  Thank you for your time and consideration. I look forward to your response.
  
  Sincerely,
  
  ********* *****
  
  
  

• Initial Complaint

  Date:05/01/2023

  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.

  February 2022, I looked at a 2017 Kia ******* being sold by this **********, Mac Haik's Southway Ford. During my inspection of the vehicle, I noticed the vehicles windshield was chipped. I explained to the sales rep that I was no longer interested in purchasing the vehicle due to the chip and at that point I was advised that the ********** would have the windshield replaced at a nearby Kia *********** so, I preceding with completing the purchase of the vehicle. When I picked the car up everything looked fine, and I was on my way. I barely drive the car, especially when it rains. One evening recently while I was driving the *******, I was caught in a rain storm, and my windshield rain sensor was not functioning correctly. I took the car into my local Kia ********** for diagnosis and I was advised that Southway **** had an aftermarket windshield installed (without my knowledge or approval) and whoever did the work left out part of the Rain sensor that allowed for proper functionality. I called the nearby Kia ********** that Southway **** advised me the work was going to be done at and they have no record of such repair; not in my name nor the name of Mac Haik's Southway Ford. When I called Southway **** to question this, I spoke with one of the sales managers named ***, who told me they had no notation of even replacing the windshield, which is unbelievable because this repair would come out of their accounts payablesand that has to be accounted for. *** advised he would look into this and call me back which of course he never did. Now, due to that windshield being aftermarket, it voided my manufactures warranty on the repair of the sensor and I and having to pay out of my pocket for this repair. Due to this deception from Southway ****, I feel it only right for them to reimburse me for the cost of this repair.

  Business Response

  Date: 05/05/2023

  A member of our management staff has reached out to the customer and has addressed their concerns. MacHaik Southway **** feels that we have found a resolution for the customer and this concern has been resolved.

  Customer Answer

  Date: 05/12/2023

  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

  Date:03/20/2023

  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.

  My car has been at the shop for over four months originally I was told I just needed a brake pad and it was for 240 something dollars then I came back to tell me they couldnt just put a brake pad on they had to put rounds rotors etc and gave me a new price of $1500 But I went to pick my car up. It wasnt ready yet and they said he didnt know how much it would be every time I call and try to see about my car. I never get a hold of anyone and now theyre saying that they think something might be wrong with my motor

  Business Response

  Date: 03/31/2023

  The dealership has been in contact with the customer and customer concerns have been addressed. At this time we have performed all services we have agreed to 

• Initial Complaint

  Date:02/20/2023

  Type:Order 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.

  I purchased a 22 **** mustang gt from this dealership and part of the contract was a $999 package called ***** assessment and I was told it consists of the LoJack system with one year service. I subsequently sold the vehicle and provided the dealership proof of the sale. Dealership is refusing to cancel this add on package and refund any monies refunded by the *************** They state LoJack will not cancel the contract. This statement is not true as I have spoke with LoJack customer service and they told me the dealer must cancel the service and they will refund any monies due to the dealership. Then the dealership should refund that money to me Resolution requested is dealership contact lojak customer service and effect cancellation and send refund due me

  Business Response

  Date: 03/02/2023

  MacHaik Southway **** has reached out the customer and have addressed their concerns. After some clarification we feel we have resolved any and all of the customers concerns and the customer is completely satisfied at this time. 

  Customer Answer

  Date: 03/02/2023

  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

  Date:01/09/2023

  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.

  My issue is I had my car taken in June 2022 (not sure of the day) to have my vehicle looked at. I was told by another shop that my vehicle needed to be serviced by a collision center because of the problems they encountered since they wouldnt be able to address the problems.So we had it towed to ******** and waited for the results. Well my wife was informed of the issue and was told we needed a sensor , which was the first of other things we would be needing. Was told there would be a wait for it to arrive and we would be informed when it would arrive. Not sure how long it was before we heard anything back from them but communication between us was almost nonexistent. Finally we were informed part was in and that they would begin to work on car. Again a few weeks passed before anything was relayed to us. I would say I maybe have had 2 conversations with them and my wife about the same. My last conversation with a person representing them informed me that now the vehicle is running but now it was shaking, something to do with the alignment and other issues. Prior to being taken there the car had no issues with any sort of shaking. I pointed this out to him and he told me he would personally take the car out himself and check himself. This was on November 18 or 19. I have yet to hear back from him and any attempt to call shop results in leaving messages that dont get returned.I have had my car there since June of last year and now its going on over 7 months and I have little to no knowledge as to when or if Ill ever get my vehicle back nor if it will be running again. Any help in resolving this would be greatly appreciated Thank you for your time *******************************

  Business Response

  Date: 01/13/2023

  The vehicle in question has many issues and was towed to the dealership. We are unsure as to how the customer could state the vehicle did not have additional issues as we were told they purchased the vehicle not running (not from ******** ***** and had it towed in. We are truly sorry the vehicle is not what they expected when they purchased it but feel this matter is of no fault of the dealership. ******** **** has addressed the initial concern and have made the proper repairs. If the customer wishes to continue making additional repairs it will need to be at the customers expense. The service manager will be reaching out to the customer to see how the customer would like to proceed. 

• Initial Complaint

  Date:09/09/2022

  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.

  I purchased I used 2019 Silverado in May/22. The first night we drive it home check engine light come on. Take it in they said it was a sensor of sort . Ok light went away. A couple weeks later light came on again this time as I was going home from work truck turned off while exiting freeway. I was able to roll into gas station park the truck and then restarted it. Called salesperson **** **** again and he advised me to bring it in. The vehicle was taken to ********* ********* for service. Nobody provided any updates on vehicle. Nobody returns calls. Catalytic converter was replaced. Around mid August/22 light came on again. Made an appointment for service with ********* *********. They took vehicle in Aug 18/22. The vehicle has been there ever since. Today is 09/08/22. With little to no communication about the truck. I’ve called numerous people from Southway ford for help or guidance to no avail. The warranty company is pointing the finger at the repair company and the repair company doing the same. All the while I’m stuck without a vehicle 3 weeks laterand no one seems to give a hoot. I inquired about a rental vehicle with just about everyone involved. And NOBODY seems to have an answer. This has been the most frustrating, embarrassing experience ever. I’ve never felt so disrespected in my life. I would expect this type of treatment from a hole in the wall shop. Not from a place where my father has purchased numerous vehicles from. Now I’m not asking for a free handout of any sorts. But communication goes a long way. I can’t wait any longer while the repair facility and warranty company argue over how much labor time should be. Maybe some one will reach out after reading this….

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17937444, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/19/2022

  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.

  This has been the worst buying experience of my life. When my wife and I went into the finance office to close the deal the figures were not what the salesman and I agreed upon. The manager came in worked the numbers so I could pay the highest amount I agreed to originally. This is the moment where I first felt nickel and dimed and taken advantage of. The car was still dirty and pending parts, so I left it there as I had traded in my car and it was ro to be detailed and repaired including 4 new tire which was agreed upon by the salesman and I. I was informed it was ready and when I went to pick my suv up it was still dirty, only 2 new tires, no gas, and the parts not replaced. After I did not accept the car in this condition. A man named ***** who claimed to be a Manger took the car off while I sat and waited. ***** came back and immediately put his hand out to shake my hand and said "I took care of it" I did not shake his hand as I did not know what he took care of and realized it was an obvious sales technique to get an immediate agreement. I asked " what did you take care of" he replied " I took care of it." I still was unaware what that ment. We talk and he said I could bring the car back and get the other 2 tires, detailed, and the sway bar links replaced. I agreed. Several days later the original salesman ***, said to bring it in Monday. My wife and I made special agreements to get it there first thing when they opened. I had no updates throughout the day. I left txt for *** at the end of day who said it's ready. When I arrived the car was still not detailed!!!! The headlight was fixed. I was told the sway bar links were replaced. I took the car home. The squeeking and clucking had not been resolved. A quick ****** search will tell you it's a control arm issue. My car is also off alignment which is another symptom. I notified my salesman *** of this and was told let me see when I can get it in. I've had no response.... blown off. Just as I was when I asked t

  Business Response

  Date: 08/29/2022

  The customers vehicle is currently at the dealership being repaired and their issues being addressed. The customer should have their vehicle back soon and the case be closed. Thank you and sorry for any inconvenience