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:05/08/2025

  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 truck from this dealer on April 10th 2025, and immediately noticed several issues with the vehicle, bald tires , bad cv axles , sway bar end links have play , one or both of turbos on truck leaking ********** claims to have done 171 safety point inspection on ALL used vehicles but clearly it was not done on this truck or they knew about the issues and did not want to repair themselves. I want this dealership to simple repair everything that needs to be repaired that shouldve been fixed upon *********************************************

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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.

  False advertising. Listed a truck as having half the mileage that the odometer reads. Once we asked for a picture of the odometer they came clean. Deceptive and unethical. Wasted a lot of time today with these terrible people. Listed mileage is 33K. Actual milage is 64k!

• Initial Complaint

  Date:03/19/2025

  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 this vehicle and a protection package that they told me would include several stuff but I have only received the mats and im missing the third row ones too. They told me it included window tint, wheel locks, hand guards, door side guards, something about the cup holders and a screen protector. But I have called many times to speak to the manager and have left messages and even tried calling the seller snd sending him a message with no success. We are not from seguin and they knew that we live 4hrs away we took the vehicle the next day to get services for 2 tire sensors that they said would fix it themselves if we bought it which they did fix them but when i kept on asking sbout the package nobody knew what it included and we never got information they told me to call finance which I did and he then told me he would tell ***** ****** our seller to talk to us which he did call us back with the information on what it included but since there no response. Im currently 27 pregnant and tired of having to stress about this issue I feel we were lied to and deceived by them to purchase a package they were not going to honor. I paid 1500 for this package and only received first and second row mats that cost 205 plus tax. They havent responded i have called several times and left multiple messages to the seller and manager of the dealership since I purchased the vehicle almost 2 months ago with no response.

• Initial Complaint

  Date:01/24/2025

  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 on 12/26/24 $32500 I recently bought a truck from the Griffith **** dealership in Seguin ***** and was told everything was functioning and it was road worthy. I had told them I was going on a small trip. "They said their vehicles go through a full inspection by their certified experts for any leaks, mechanical or safety issues and it had good Toyo tires. They wouldn't sell an unsafe unroadworthy vehicle". When I checked it out the driver seatbelt didn't work, license plate lights didn't work. (The bulbs were missing.) I should have snapped then about their deceptiveness. So, I told them to fix that, and I will pay you this much out the door. They agreed. However they lied, they deceived me, and I didn't catch it on the contract. Moving forward I am driving the truck, and the tires were falling apart, they had tire rot. The tires were 7 years old. I go to the dealership tell them about my family trip and what could have happened because they sold me a truck with rotten tires. The manager says they would not sell a truck with rotten tires and that their vehicles go through an inspection process, and they missed it. I said OK, can you fix it and take a look at it. He said he can't do anything for me, I should go to discount tire. I believe that it is illegal in the state of ***** TO SELL An UNSAFE VEHICLE. WITHOUT LETTING THE ***** KNOW. Just like any used car I have bought I didn't think everything would be as they said functional and in perfect condition. I know car salesmen can be sleezy, and deceptive but to sell a vehicle with tire rot and not tell the buyer. all the while saying your vehicles go through an inspection process by your certified mechanics. The only reason a person would go to a dealership to buy a used car is you think you can trust in the inspection process. Boy was I wrong. If I would have gotten injured or died because of there at best negligence or at worst deceptive practice. That would have been a criminal trial and or civil suit.

  Business Response

  Date: 01/24/2025

  The only thing at the time of purchase that was promised was for us to look at the seat belt and replace the bulb on the license plate, which was taken care of. The tire passed all Texas safety requirements. 

  Customer Answer

  Date: 01/24/2025

  Complaint: 22850401
  
  I am rejecting this response because: I WENT TO DISCOUNT TIRE THE PLACE WHERE YOUR MANAGER SAID TO GO FOR TIRES AFTER HE DECLINED TO HELP I EVEN TOLD HIM I WOULD PAY FOR THE WORK AND TIRES AND WE COULD SETTLE LATER. AND ACCORDING TO THE TIRE SHOP THOSE TIRES WHERE 7 YEARS OLD AND SHOULD HAVE NEVER BEEN ON THE ROAD.
  
  Regards,
  
  ****** Board

• Initial Complaint

  Date:10/30/2024

  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.

  February 2024, I encountered numerous blatant lies regarding service for my vehicle. The dealership failed to address my primary concern about repairs. It took them eight months to supposedly obtain parts, citing that they were "on back order," which turned out to be untrue. They had not ordered the parts and had completely closed my request despite my attempts to follow up with them at least twice a month.When I finally got my car into the shop, I was told my concerns had been addressed, but this was also untrue. I was informed that the vehicle had been checked and the repair completed, yet the problem persisted. I had to wait over a week for another appointment to bring my car back in for further repairs.During my visit to the dealership, I overheard another customer say, I have no faith in this service department. I should have heeded that warning. Throughout this experience I learned that the dealership failed to identify the actual cause of my problem, which resulted in over $1,200 spent on unnecessary parts and labor, in addition to a diagnostic fee of $210 (which should have been credited to my repair but was not because they closed the original request). Ironically, the issue was located at the other end of the vehicle.Despite making numerous complaints about the dishonesty or incompetence of the service department, the problems persisted. After posting a ****** review, I received a response: "********, thank you for your honest feedback about your service visit. We pride ourselves on maintaining the highest quality standards for our customers, but we didnt measure up. Please feel free to contact us at ************ and ask for the General Manager. Let us know what we can do for you in the future." However, this response did not offer any solutions for having to pay for unnecessary repairs due to their inadequate services. It seems they truly don't believe they have any lability for wat is tantamount to fraud.

  Business Response

  Date: 11/06/2024

  After reviewing the customer's vehicle history, the first time the vehicle came in with this concern was 2/5/24 RO ******. The tech looked at this the vehicle and advised the roof racks need to be replaced. The recommendation was sent through the customer portal and the parts do show to have been on backorder at that time. The customer did not defer or approve repair at that time. The next time the vehicle was brought into service for the noise concern was 4/2/24 RO ******. Again, sent customer recommendation and again parts were still on back order. This was deferred at this time and there is a note that the service advisor advised the customer to take the vehicle to a body shop for repairs. The time the vehicle was brought in was 7/30/24 RO ******. The parts were approved by customer. The *** on parts were 2 days out. At this time the customer had contacted their auto insurance company. The claim pricing was incorrect due to labor to install. Original labor to install quotes was 1.5 hours but the tech did not realize that the headliner had to be lowered. Also the labor was not listed in our labor guide PRODEMAND. After dealing with multiple insurance adjusters we finally received the correct approval amount to do the roof rack replacement repair.  Repairs were made between 10/14-10/16. Also a recall was performed. The customer picked up. . The customer came back in 10/24/24. Service manager test drove with the service advisor after he had test drove with the customer. There ended up being another noise coming from underneath the vehicle. We found the under panel fastners had come loose. We tightened and rechecked. The noise was no longer present. The service advisor test drove with the customer and advised that we can replace the panel fastners. The customer declined and took his vehicle.

  Customer Answer

  Date: 11/07/2024

  Complaint: 22490624
  
  I am rejecting this response because:
  I went to the dealership because of the rattling noise. I was told that it was the roof. 
  they did replace parts on the roof. This did not address my concern. 
  The rattle persisted. 

  The diagnostic on my car was obviously in accurate . I was not advised to go to a different shop. 
  

  per conversation with manager parts were never ordered . Per conversation with parts department at dealer the parts were never on back order. 
  

  service advisor told me on the same day that parts were still on back order even though parts department said they were available. 
  

  Fact the parts ordered did not have anything to do with the rattling noise because it was coming from the opposite side of the vehicle.

  Fact the price paid for diagnostics was to apply to the vehicle repair. That did not happen. 
  

  I have copies of every document (including tech copies that were left in my car) and will escalate this if need be. 
  

  You cannot change fact. 
  the fact is I filed an insurance claim to pay for the proclaimed damage on my vehicle and authorized the repair. I constantly followed up which I have a record of my follow up. 
  

  The failures lie within the service department. I went well beyond the call to get my vehicle repaired.

  i am only asking for the dealership to make things right and blaming me is absolutely absurd. 

   

   

  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:02/27/2024

  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.

  I took my truck to Griffith **** to have an issue fixed under warranty with my engine. This well known mechanical problem in **** Ecoboost engines is easy to diagnose - just by listening to it rattle on a cold start. Their supposed manager and **** certified tech said there was no issue. Ive been down this road before with another **** truck - same issue, same sound - and a different dealer fixed it. That particular dealer is scheduled months out or I would have taken it to them. I can not stress my frustration enough - we all need our vehicles for daily use and its hard to schedule time in - only to be wasted by the sub par technicians of Griffith ****.

  Business Response

  Date: 02/27/2024

  I'm sorry to hear that you don't agree with the diagnostic that was performed on your vehicle.  After reviewing the process our staff went through on your behalf, it appears that 3 **** certified technicians as well as my service manager, who uniquely was also a **** Master Certified technician, all agreed that when the truck started cold, the engine performance sounded consistent with normal operating conditions of that engine.  I even saw in our system a video that was sent to you with the concerns you described it to have so you could compare.  It was apparent the truck in the video clearly made dramatically different sounds than yours. I would hope you understand that we cannot ask **** to pay for repairs to a vehicle if a problem cannot be diagnosed.

• Initial Complaint

  Date:05/23/2023

  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.

  On 4-27-2023 I emailed Griffith **** about a 2017 **** Explorer they had for sale. I was looking for something to tow up to 5k lbs and I knew **** Explorers could tow 2k lbs normally but could tow 5k lbs if properly equipped (factory tow package).Here is what I said in the email:"Some **** Explorers with the V6 engine can tow 2k pounds and some can tow 5k pounds. I am looking for one that can tow 5k pounds. Is this **** Explorer equipped with the correct towing package to tow ***** pounds?"Later that day ******************* from Griffith responded:"YES SIR IT IS ABLE TO TOW THE 5000K LBS"So I took him at his word and bought the vehicle the next day.I found out after I got the vehicle home and did some checking that the vehicle had an aftermarket 5k lbs tow hitch but not the factory tow package which includes an engine oil cooler. So the vehicle is equipped to tow 2k lbs, not 5k lbs. Putting a hitch that is capable of handling 5k lbs on a vehicle that can only tow 2k lbs gives you the capacity to tow 2k lbs.On 5-7-2-23 I emailed ******************* to let him know that the Explorer was not "properly equipped" as he had told me. He texted me back with a picture of a document that said it had the **** ratio axle and a chart showing that axle could tow 5k lbs. However, I pointed out to him that on the same chart he sent it also said that axle ratio could tow 2k lbs. I pointed out that if it had the factory tow package it would have a **** tow hitch, not a Draw-Tite Class 3 hitch that you can buy on Amazon for $150.I also sent him an email on 5-9-2023 and he has not responded to the email.Griffith **** called on 5-10-2023 to say my license tags were in. I went in and picked them up, and ***** came up and introduced himself (he wasn't there the day I bought the car) and said he was sorry for the mistake. He basically said I should fix it myself by adding an oil cooler at my expense. I said the dealership should do it since he said it had the tow package.

  Business Response

  Date: 05/30/2023

  We have spoken with ******* directly and resolved this matter amicably. 

• Initial Complaint

  Date:11/28/2022

  Type:Order 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 11/18/22 after **** I went and sign paperwork on a vehicle which I was not happy with the interest rate. The finance manager, ****** said he would call the lender himselft and explain my situation to get a better interest rate and get back to me. I was recently in an accident and my vehicle was a total loss and is still on my credit as pending payment so that is what the manager was going to explain. I've called the lenders funding department and SAPD and both said this is a tactic the dealership is using to make me purchase a vehicle from them that I do not want. I do not have a copy of the paperowork on the vehicle, nor the keys nor possesion of the vehicle. The lender said there isn't any credit pulled under my social security number or any loan payed out to Griffith. That Griffith needs to call them to request to cancel the deal so that the contract is stopped because I'm not interested on the vehicle. However, the manager, ***** from Griffith is refusing to do so and said I sign a contract and I must go pick up the vehicle. I need help in resolving this situation. Thank you.

  Business Response

  Date: 12/09/2022

  The deal was stopped as requested.

  Customer Answer

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/13/2022

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

  This complaint is in addition to Complaint #********. The complaint has been closed, but not all has been resolved. The deal with the dealership was stopped as requested. However, they are not refunding me the down payment of $1,500. I have done a dispute with my bank, **** of America and the business is not being cooperative. I have requested through, *****, the initial salesperson to ask the Financial Manager ****** to release the refund. Neither has taken action. When I call the dealership to speak to the finance manager, ******, he is either with a customer, gone for the day, or off. My phone calls are being screened and I'm denied to speak to him. Please help me obtain a refund for a vehicle I never took possession of. Thank you. ********************* was the BBB representative the closed the complaint as resolved, but I'm pending the refund for it to be completely resolved.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/08/2022

  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 9/3/2022, I went to purchase a vehicle from this dealership. I informed them that I was pre-approved and needed no financing from them. They informed me that to purchase a vehicle at the advertised price then I would need to finance with them, whereas, if I was to use my own credit union where I was already approved they would have to raise the price and add additional fees. This is penalizing the customer for choosing to finance elsewhere.

  Business Response

  Date: 09/08/2022

  It appears that this explanation of what happened was a little over simplified.  When *************************** came in to purchase a vehicle, pricing on all used vehicles at Griffith **** were not the same on 9/3/22 as when she initially saw the vehicle online.  Griffith Ford Seguin used vehicle prices were marked down at the end of the August month, but the specials ended and pricing went back up not just on the vehicle purchased, but on all used vehicles, which is our legal right to do at any time for any reason.  This was clearly explained at the time of purchase.  We also discussed the fact that we had more ability to discount our vehicles when we have the ability to originate financing for our customers.  This isn't unique or illegal in any way.  When we receive additional compensation from sources like lending institutions, it gives us the ability to be more flexible on our pricing.  Our only obligation is to honor our online pricing regardless of where the financing source comes from, which we clearly did.