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:05/12/2024

  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.

  In February 2024, I bought a used 2016 Ford Explorer sport edition from Ramey Automotive in Richlands, VA. I was pretty upside down in my trade in so I had to end up paying $13,500 down. I absolutely fell in love with the explorer and all the features. Little did I know they didn't work, never worked when I bought the car. The heated and cooled seats. They didn't even return my phone call about the situation, the assistant manager. $1700 for the problem to be fixed. I didn't think to check them and make sure they worked, as much money as I paid down and their promise to our community of being an honest dealership I trusted everything worked as it should.

  Business Response

  Date: 05/13/2024

  Mr & Mrs ******* purchased the forementioned 2016 Ford Explorer from Ramey Automotive, Inc on February 8 2024. It was explained to the customers that there was no warranty on the vehicle and it wasn't represented as such. We did offer to fix the vehicle at employee cost, which would have been a fairly decent discount, but they declined. Regarding the money down, that has no bearing on our end. Most cases money down is directly driven by a customers situation, whether it be a certain payment they can afford, credit situation, or negative equity. The reason I mention that is we don't keep that money for our profit. 

  Customer Answer

  Date: 05/13/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We were never contacted by anyone after I called in. We were never offered the car to be fixed at employee costs, We have no idea what that amount would even had been. I was told by the assistant manager they were going to try and find the parts cheaper and fix it at their location but I never heard from him again. I have no knowledge of this "offer to fix at employee cost" I have received no communication about this situation since I called the assistant manager. I even offered to buy the part if they would install.. Still never heard back. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 05/20/2024

  After speaking with ****** *****(Sales Manager) Ms ******* called in and was questioning the service contract that was purchased along with the car. In that phone call it was explained that if Ms ******* had bought the car brand new and it was out of original factory warranty, the malfunctioning parts wouldn't be covered. The service contract wouldn't cover parts either. Ms ******* said she had found the part at a junk yard for $150 and ****** told her that we didnt mind to put it in at our employee cost but that if it had to go back to Ford for any reprograming there was nothing we could do about that cost. We will still fix the part at our employee cost if the customer would like.

  Customer Answer

  Date: 05/24/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  ******, informed me that may be an option but he also informed me that he has to call me back, he never called. Now ***** the salesman did text me and let me know that they weren't gonna fix it, that it just wasn't included in the deal and it had happened to another customer so he already knew what warranty I have wouldn't cover it because the previous customer tried and was denied. ***** even got with a newer sales person that had a lot of experience with Ford and asked him if my husband did it himself would it need to be reset at the dealer. Point blank is no one called me back, and offered me anything at any cost.  People work hard for vehicles, even if they are used. The point is, I paid a lot extra down so I could get the explorer sport with all the features I wanted, I could have gotten one without the features and saved money $13,400 is alot of money down just so you can get the car you love with all the bells and whistles just to find out a few days later they didn't even work. If I knew they didn't work I could have gotten a cheaper car and saved money. Wrong is wrong and right is right. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/06/2024

  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.

  I purchased a 2018 Ram with 52,xxx miles in June of last year, thankfully I purchased a service agreement warranty with Rameys because 9 months later and 67,xxx miles the engine failed, I waited 3 weeks to be approved for the new motor it was installed and it failed after 4 minutes of running in the shop.. here I am almost 60 days in and still no truck, I've been moving and this has took a toll on me not having my truck..

  Business Response

  Date: 04/12/2024

  Good afternoon and sorry for the delay in response. We repaired Mr. ******' pickup as quick as we could. He is correct in timelines and I hate that there was such a delay, unfortunately we do not control the warranty company or the company that was supplying the engine that was being replaced. However, as a dealership we went above the coverages of the warranty he purchased and supplied him with a vehicle the entire time that his truck was disabled. One reason for the delay was the warranty company had to determine if the oil had ever been changed in the vehicle since it had been purchased. ********* had determined that it hadn't been changed. We went to work for Mr. ****** to prove that it had been or at least give reason to believe that it had been. We were able to have ********* overturn their decision to not replace the engine. When the first engine was installed it did have internal issues, which we wouldn't have had a way to know, and it was replaced by ******** of which it was supplied. We also discovered that Mr. ****** had returned the loaner car in a unsatisfactory(and that's being nice) condition which is going to cost us several hours of reconditioning and replacement parts. Mr. ****** has also not paid his remaining bill and deductible of $183.85

  Customer Answer

  Date: 04/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Waited months and they could of recieved a motor in 10 business days MAX , they ordered a refurbished one which is the reason it took 30 days. Im reviewing with care guard on the amount they paid Rameys because im sure there is a scam. I asked rameys for warranty information on this new motor and they claim they have to be the one to repair it when this is the 2nd motor and my truck still dont seem to start properly, i now have a exhasut manifold leak (improper torque or improper tech service) the A/C dont work now , my runninh board was bent 4 inches back, ( they claim they will orser me a new one) i have attached pictures the oil was changed thank you 3 times in 16k miles and it was scheduled for a 4th change whne it went down so thay would average every 4k miles when my manufacturers booklet claims 10k max or dependinh on conditions, i went above on my part , Rameys didnt fight care guard until i sent out emails to the GM.  Also i had purchased a seals and gaskets surcharge warranty and Rameys is trying to make me pay for the gaskets and seals ?? Dont make since i will pay my $100 dedudtible when my running boards are fixed properly, i get my warranty info on my engine , i get a inspection done on engine and transmission and my AC fixed,  they didnt uphold there end. I will say they did give me a rental the full length of time a little eco sport HATCHBACK SUVr. (NOT A TRUCK)  that's the only positive thing rameys has done for me thus far. I will not pay for seals and gaskets when I had purchased a surcharge back when I purchased the truck I have the original contract claiming I purchased it. Lets get me satisfied and double check this truck, ac fixed, and my running board. 
  Regards,
  
  ******* ******

  Business Response

  Date: 04/17/2024

  We have a new set of running boards ordered for Mr ******' truck and they should be in within a few days. Regarding the timeliness, we were given directions from ******** to order an engine costing less than $4765 or less. We are required to go by there time and guide lines. An engine from ***** was going to be in excess of $6000. Mr ****** owes $100 deductible per his service contract. The extra charges were to cover miscellaneous parts that ******** would such as coolant and pcv seals and gaskets that were not covered under his policy. We have a copy of Mr ******' policy that he can pick up at the dealership. He also received a copy when we did the deal. I will also attach an unsigned copy here. 

• Initial Complaint

  Date:05/10/2023

  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.

  I purchased a used car from Ramey of ********** ** on April 23,2023. I was told at time of purchase the car had been checked out by their shop and put a new inspection sticker on. I requested an oil change since one was not done when they acquired they car. I was assured multiple times that the car was in good condition and after asking about motor and transmission problems was reassured there were no issues. I paid for the car in cash as a first car for my son. It was money I saved for several years and told the salesman that. It was priced $500-$1000 over Kelly Blue Book and a $499 processing fee. My salesman's name was ***** ****** and I have every communication by text message during this process to substantiate my complaint. The day I drove it home I started to smell something burning. I contacted the salesman immediately and he said it was a good car. It is now in a local shop, so far a power steering leak has been found which will cost $550 to fix and I don't know if they will find anything else. The next day after driving home I asked my salesman if I had 3 days to return it and he said no because it was sold with no warranty. I spent all the money on the car and have no money for repairs. I can provide proof of communicaton.

  Business Response

  Date: 05/11/2023

  Good afternoon,Ms ****** purchased a 2003 Toyota Camry that was on our lot on
  04/21/203 from ***** ******. Ms ****** was made aware several times that this
  car was purchased on an "AS IS" basis, meaning there would be no
  warranty offered for the car. She signed paperwork stating that she was made
  aware of that and can provide documentation. She did request that an oil change
  be performed and we obliged. The Camry passed Virginia inspection that was
  conducted by a certified inspection specialist in our service shop. I personally
  know the previous owner of the car and it was represented as a car that was
  inspected and well taken care of by previous owner. With that being said, we
  would be willing to offer $250 reimbursement for any repairs she deems
  necessary.  Thanks and have a blessed day!

  Customer Answer

  Date: 05/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******