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:05/22/2025

  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 brought in my 2016 **** f150 for rear brakes service on Saturday April 19. *** ******* was my service advisor. The service was done and I paid in full($1337.91), but the dealership scratched/drove my truck into the wall pulling it into the bay to the point the body panel and wheel needed to be replaced. It took until May 1 to get a loaner car so I had something to drive while my truck was getting fixed. I picked it up Tuesday May 7 and the body panel and wheel were fixed but the sport appearance package stickers/ decals were not on. I was told that he would let me know when the stickers came in and I still have heard nothing. I have reached out multiple times. Can you please tell me when the decals/ stickers will be put on my truck? It has been a month since I brought my truck in for service and the issue still hasnt been fixed or a confirmed date that it will be fixed. The lack of communication is very frustrating. I just want the decals/stickers put back on my truck so the body would be in the same condition I brought it in before the service.

  Business Response

  Date: 05/26/2025

  Good afternoon, we apologize for the delay in obtaining the stickers to complete the repair. We'll have our team check first thing tuesday, when our service ***** next opens and follow up with you with any updates as to when the stickers will arrive. If there is anythign else we can do in the meantime please reach out to our Fixed Ops Director *****, or our General Manager.  Thank you for your patience. 

  Customer Answer

  Date: 05/27/2025

  [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 is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  Subject: Request for Refund of Contract Charges Following Vehicle Buyback Hello,I purchased a **** Explorer from Sheehy Ford of Springfield, **, on December 8, 2022. At the time of purchase, I also bought several additional contracts through the dealership (documents attached), totaling several thousand dollars ($?6,916.6?).Shortly after the purchase, I began experiencing significant issues with the vehicle, including serious transmission problems and other technical concerns. Despite several attempts by the dealership to resolve these issues, the problems persisted. As a result, I contacted **** and initiated a Lemon Law case. **** agreed to repurchase the vehicle, and I officially surrendered it to Sheehy **** on November 15, 2024.Since then, I have yet to receive a refund for the additional contracts I purchased. The dealership has stated that some of the contracts are non-refundable, but they have not provided a clear explanation or breakdown of the refund amounts. I first reached out to them regarding this issue in August 2024, even before surrendering the vehicle, but communication has been extremely slow and inconsistent. My emails often go unanswered, and I have not received any meaningful follow-up. It seems I am constantly having to remind them that this is a Lemon Law case.I am requesting a clear, prompt resolution to this matter, including a full refund of the amounts I paid for the contracts.Thank you for your attention to this issue.Sincerely,******** Samer *****

  Business Response

  Date: 05/07/2025

  Good afternoon, we tried reaching out to this cusotmer. We're more than happy to help with cancelling and refunding the cancellable products on this buyback vehicle. Our accounting office was in contact with this customer in early Jan. of 25, but never received the cancellation form authorizing us to cancel the products. As soon as we can get that completed document back and signed by the customer we can process the cancellation for him. I have left a message for this customer, with my contact info. to call back if he needs any further assistance. 

  Customer Answer

  Date: 05/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  

   

  Hello,

  I have been in contact with Sheehy Ford of Springfield regarding this case. I completed and returned the form they sent me and am currently waiting for them to notify me about the refund I am due.

  The contracts I purchased from this dealership were an investment in their products. Below is a list of the contracts involved:
  EasyCare Appearance Protection $1,295
  EasyCare Select $899
  EasyCare *************** Contract with Tire & Wheel $3,735
  VIP Contract $1,185

  Taxes on these contracts: $147.60

  The dealership has informed me they will not be refunding the EasyCare Appearance Protection and VIP contracts which is not acceptable. 
  As for the other contracts, the dealership confirmed they are cancellable, but I am still waiting to hear what the refund amount will be.
  To reiterate, this case was resolved with **** under Virginias Lemon Law, and **** has issued a refund for their portion. I am now waiting for the dealership to fulfill its responsibilities.
  The unresolved damage to the vehicle I purchased from this dealership has cost me both time and money. I sincerely hope they choose to do the right thing.
  
  Regards,
  
  ******** ***** Hamza 
  

  
  

  Business Response

  Date: 05/16/2025

  We reached out to the customer and notified him we needed the cancellation document in order to cancel the products he was requesting. We have since received that document and confirmed we'll be cancelling all of those products which are eligible for the cusotmer. The VIP is maintenance product which the customer has used since Dec. of 2022, when he purchased the vehicle. The resistall is also something that gets applied to the vehicle's interior and exterior so it can not be cancelled. The remainder of the products which are insurance type products will be cancelled and refunded to the customer. Once we receive the refund amounts we'll be more than happy to communicate that information to the customer. 

  Customer Answer

  Date: 05/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23288737
  
  I am rejecting this response because:
  The VIP plan was a 7-year service package with limited services available each year. It was used for less than two years and primarily for basic services like oil changes and tire rotations. I paid the full amount for the entire 7-year term upfront in a lump sum of $1,185. Therefore, stating that the plan was "used" does not accurately reflect the minimal use it actually received.
  The Appearance Protection was also purchased through the dealership, and they were compensated for it. This is why a refund is being requested for that item as well. It cost $1,295.
  In addition to these amounts, I am also requesting a refund for the sales tax paid on all products purchased from the dealership.
  P.S. I have not yet received a refund estimate for the remaining products. 

  Regards,
   
  
  

  
  

  Business Response

  Date: 05/29/2025

  The refunds are from the warranty company, not the dealership. We only process them for the warranty company; therefore we cant just make up amounts based on the customers request. The vip is sold and administered by the dealership, and as we mentioned previously, its not cancellable, but we offered to do a $300 refund due to the circumstances. Customer can reach out to our general manager for any additional questions. 

  Customer Answer

  Date: 06/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23288737
  
  I am rejecting this response because:
  
  Again, the VIP contract is for 7 years and was used for less than two. It was a prepaid agreement covering specific servicesprimarily oil changes and tire rotationswith annual usage limitations.
  I am requesting a refund for the unused portion of the contract. This is a reasonable request, especially considering that the vehiclesold by your dealershipwas declared a lemon and returned to the manufacturer. The $300 refund offered is not sufficient, as $1,185 was paid for this contract.
  Please also note that this request includes all other contracts purchased from the dealership and referenced in this claim, such as the Appearance Protection plan.
  To clarify: no one asked anyone to make up amounts. The point is that, even for the other contracts handled by the warranty companyas you mentionedthere has been no communication or update from you or them regarding the refund, and this is still the case to this moment.
   
  
  
  
  

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service 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 was not aware that I was charge for the appearance package and was never showed the amount. I called the service department several times, left voicemail and emailed the service advisor for the appearance package. Wait for over one week and no reply was received. These services requires consumer to go to the service department. I will not be a member of a Sheehy VIP program where the service advisor is non-responsive. Please cancel the Sheehy VIP membership and appearance package and provide full refund. Thank you.

  Business Response

  Date: 02/06/2025

  We can cancel both items for the customer and issue the refund. If we can help with anything else please let us know.

  Customer Answer

  Date: 02/21/2025

  [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 is satisfactory to me. Thank you Better Business Bureau! 
  
  Regards,
  
  Dalzid *****
  
  

• Initial Complaint

  Date:12/06/2024

  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 purchased a vehicle from this dealership on November 6th. A month later I still cannot purchase an extended warranty because they have not place the vehicle in a system called "oasis" this systems records the start date of my warranty information. I've tried on several occasions to purchase the warranty directly from **** only to be told that the dealership has not done their part. I've called several times to the dealership and spoke to multiple sales managers who keep telling me that its done or will be done or it takes more than a month to enter it into the system. Each phone call is a different excuse. I just want them to do what they are supposed to so I can move on.

  Business Response

  Date: 12/07/2024

  Good afternoon, we were able to research the issue and we'll have the customer's issue with the vehicle start date not showing up fixed immediately. We already reached out to the customer and left a VM to update him on our findings and give him the update that this would be fixed immediately.

   

   

• Initial Complaint

  Date:08/09/2024

  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.

  Complaint Regarding Misleading Advertisement for **** F-150 Lightning I am writing to express my extreme disappointment with the advertising practices employed by Sheehy **** ********** regarding the **** F-150 Lightning. On 08/07/2024, I visited the dealership with the intention of purchasing a **** F-150 Lightning after seeing the advertisement promoting a sale price of ***** off MSRP.Upon further inquiry, I was informed that the advertised discount was actually the federal tax rebate offered for the purchase of electric vehicles. This information was not clearly disclosed in your advertisement, leading me to believe that I was eligible for a significant discount on the vehicle's purchase price.This misleading advertising tactic is not only deceptive but also constitutes unfair business practices. Consumers rely on accurate and transparent information to make informed purchasing decisions. By failing to clearly differentiate between a dealership discount and a government incentive, your dealership has engaged in a practice that is both unethical and illegal.I am requesting that Sheehy **** ********** immediately cease and desist from using this deceptive advertising practice.

  Business Response

  Date: 08/25/2024

  We apologize for any confusion this may have caused. Well be happy to pass along the discount to the customer, along with any tax credits available on that vehicle, on top of the discounts posted online. 

• Initial Complaint

  Date:07/30/2024

  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.

  On 30JUL24, after having an ABS Module replaced (I supplied the part) on my wifes 2014 Explorer. I arrived to pick up the car and pay the balance for the work. I received the receipt from ********************* (Service Advisor).I had a few questions on the receipt:1. There was a $75 charge for shop supplies. I asked what that meantI was told to cover the cost of shop towels and diagnostic equipment.2. The labor costs were $1365, I asked what the breakdown for the labor costs were and he refused to answer. Eventually he said that the shop average hourly rate was $230/hr (!!!!)the vehicle was only worked on for 3 hours, so even at that rate I was being charged double. I brought this up, and he said well it depends on the job. So I asked again to see the breakdown or how he arrived at that labor chargehe refused and said Id have to talk to ******* said it was straightforward for warranty work but for customer paid work they dont have to use the manual driven labor costs!There is a severe lack of transparency in this service department, from the phantom $75 charges for shop towels and the lack of any kind of accountability in how they calculate labor costs. The fact that they go by the book for warranty work but operate differently for the same work on a **** vehicle when the customer is footing the bill is baffling. I paid the invoice because my keys were being held hostage and my wife needed the car. I tried to have the advisor (***) get a hold of ***** but he had departed and said that I would have to call him tomorrow.They are charging whatever they want when they get your vehicle, adding outrageous fees, providing no information, and refusing to describe any of the work they have done to justify the cost.I want them to explain how they arrived at their costs and I want them to show me a justification for a $75 fee that was described to cover shop towels and diagnostic equipment when there was no diagnosis required.

  Business Response

  Date: 08/12/2024

  Good afternoon, I tried reaching out to this customer with the phone number we had on file and left a message with spouse. Would be happy to discuss our practice on shop supplies. One thing I would recommend is doing a simple ****** search on how shop supplies are calculated and what their for. I have copied a small portion of what i was able to find by doing a ****** search on how shop supplies are calcualted and what they are for.  Please reach out to me, I would be more than happy to discuss this and anything else, such as labor rates to make sure our customer is happy and understands their bill in full. You can call our main number and ask for the General Manager. 

  thank you!

  from ****** search: The most common method for calculating shop supplies is to charge it as a percentage of total labor on a service order. For example, 8% of labor. If the total labor charge is $500, shop supplies would be $40.

  also from ****** search: 
  Shop supplies refer to the consumable materials and supplies used by automotive shops during the course of their work. These supplies include items such as lubricants, cleaners, solvents, adhesives, rags, gloves, and other miscellaneous items necessary to complete the repair or maintenance process.Oct 24, 2023

  Customer Answer

  Date: 08/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22068586
  
  I am rejecting this response because:

  1. This answer does nothing to address the actual complaint.  Instead of justifying the erroneous fee, I am told to ****** search something? The fee is a junk fee, and not relevant to the work I had done.
  

  2. This answer does not address the main reason for my complaint.  The business has failed to show how they justified an outrageous labor cost.

  I had a phone call with the person who submitted this answer.  They informed me that they would refund the $75 fee and that they would provide me with a breakdown on how they arrived at their labor cost.  They have done neither and have not been responsive to requests to follow-up.  This lack of attention is either a lack of concern on their reputation or incompetence.

  I am not asking to be refunded.  I want them to justify what I was charged-it seems like that isnt going well?

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

  
  

  Business Response

  Date: 08/23/2024

  The request for goodwill refund of the $75 shop supplies was put in and customer will be receiving it any day now.

• Initial Complaint

  Date:05/22/2024

  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 Oct 2023 I bought a car at ************ and got the Extended Platinum Warranty (almost $3K) were it supposed to be nationwide warranty, and give me a rental everytime my car is in the shop for more than 24hr. on March I took my car to Sheehy ford of springfield for a stering rack failure, they had my car for 3 days and said they dont have rentals or loaners, after the 3rd day I called (because they dindt called me ) and told me that they had to change the steering rack and they and to order it and it was on backorder, so I took my car back. after 1 month I text the service advisor and he reply after 1 week saying that the part arrived and I have to make an appt. I reply back and ask when is a good time to drop the car, 2 weeks passed and he reply he was going to ask the technitian, he didnt reply back with the answer after 3 day of me txting him. He said that I have to leave the car for one day, so I told them that I need a rental (as I was informed previously by someone else that they do have rentals) so the Service Advisor (*****) told me that I dont have an extended warranty however I send the agreement to him. but he still saying that he wont give me a rental. I contacted the dealer I bought the car and warranty and said they had to give me the rental.This is the worst dealership I've ever been and definitely they do shady stuff to safe a buck

  Business Response

  Date: 05/26/2024

  Good afternoon, thank you for reaching out and I apologize for any inconvenience thus far; We will follow up with you first thing tuesday morning when our service ***** reopens and do everything we can to get this resolved for you. 

   

   

  Business Response

  Date: 05/31/2024

  Good afternoon, we will reach out to this cusotmer to discuss their concerns and try to help in any way we can. Currently we do not have the vehicle in our shop, so the first step would be to bring the vehicle back in, so we can reach out to the warranty company and request authorizationfor the repairs as well as a rental vehicle. If the customer would like to discuss further, please let us know and we're happy to reach out ahead of time.

  Customer Answer

  Date: 05/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21746829
  
  I am rejecting this response because: before I take my car again, I need the dealer to guaranteed I will have a rental, they have the part  in their shop and all the information. but I need a guarantee they wiil give me a rental, As my extended warranty and says. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/31/2024

  Good afternoon, we don't authorize the rental vehicles, the extended warranty company (which this particular one, is not one we work with regularly) is who authorizes the rental vehicle; much like insurance companies would when you're having a body repair done. Their process is for us to have the vehicle in our shop, diagnose it and then call in the repair and rental authorization, all at the same time. Once we receive authorization, we could proceed with helping the customer with a rental. Just to clarify, we're not a rental agency, and don't have rentals of our own. We work with Budget/Avis and other rental car companies to get rentals for our customers who are having service completed.

  Two other options for this customer would be one, to reach out to the warranty company Fidelity upfront, to see if they'll authorize a rental for him prior to bringing it in to the dealership, or two, try taking it to ************** which sold the customer the vehicle and the extended warranty, as they have more familiarity with this warranty company, since they sell it on a regular basis, and they might be able to provide the customer with the type of guarantees he's looking for, prior to bringing his vehicle in. 

  If we can be of further assistance, prior to bringing the vehicle in, please reach out. 

  Thanks,

  Sheehy  **** Management

   

  Customer Answer

  Date: 06/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21746829
  
  I am rejecting this response because: You already had the car for diagnostic and keep it for 3 days and your service advisor didn't provided me with the rental. I understand you use a third party rental as budget but, when you had my car for 3 DAYS you didn't gave me the rental car and then it took you 1 month to get the part to replace it now that you have the part in your shop. I need to take the car there and stay it with my car for at least 1 day, I want to make sure you have a rental for me as you dont need my car for diagnostic as you already diagnose it.

   

  It is unacceptable that I HAVE TO CALL the extended warranty to make sure they approve it the rental. you as a **** DEALER, should provide a good customer service and do your job which is get all the authorizations need it, NO THE CUSTOMER.

   

  ONCE again, you dont need to do a diagnostic as this was done by your dealership a month ago and your dealer were waiting for the part to arrive
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/08/2024

  Sounds like we're unable to help any further at this point. I'm sorry.

• Initial Complaint

  Date:02/07/2024

  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 called Sheehy Ford of Springfield on 29 Jan **** to inquire about a 2023 **** F150 that I found via the internet at their location with 50 miles on it and the amenities that I wanted. I asked was the vehicle on site. After giving the salesman, the vin information and I asked if the vehicle was on the lot he responded yes. I asked for his name and informed him I would be there in 45 to start the sale process. Upon arrival, I was told the vehicle was at a dealership in Richmond. I let him know I did not appreciate being lied to about the vehicle's whereabouts. He explained he could have the vehicle brought to Springfield by 30 Jan ****. I completed the purchasing process and asked the salesman about getting a spray-in-bed liner. 30 Jan ****, the truck was delivered to my home with the liner installed. I asked for a receipt for the liner $600 to reimburse him. I have not received it as of today (7 Feb). On 2 Feb, I noticed a chip in the windshield and 152 miles on the speedometer. I called the salesman he stated, that the vehicle was driven from Richmond to Springfield I asked why I wasn't told this. I thought it would be transported by vehicle carrier. Sheehy replaced the windshield. Now this salesman is sending me harassing text messages because I gave him a poor survey. The whole process from start to finish irritated me with lies, mileage added to my vehicle, and delivering a vehicle with a damaged windshield. If you ask me **** poor customer service and integrity.

  Business Response

  Date: 02/14/2024

  Good afternoon, I was able to reach out to the customer and apologize for the sales experience which left a lot to be desired. We had a pleasant conversation and hopefully we'll be able to get an opprortunity to turn the initial expereince around for this customer. If I can do anythign else or help with anythign else, please reach out to me directly. You have my direct line and would be happy to help with the things we discussed as well as anything else similar to that. Congratulations on your purhcase, hopefully it will bring you many years of happy ownership.

   

• Initial Complaint

  Date:12/29/2023

  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.

  The vehicle has been at the dealership over 20 times in the past 12 months for the same issue(transmission and emission). I can provode all documentation both original service work orders and dealership history and DC DMV Inspections, which currently it has failed 8 emissions and now they are holding my vehicle hostage and threatening to put liens to having it towed to the county tow yard etc.

  Business Response

  Date: 01/11/2024

  **. ****** vehicle has been at our facility multiple times, with various complaints.  None of his concerns have ever been replicated.  Multiple test drives with our service advisor staff, technicians and with the fixed operations director without an issue being found.  On his last visit, ************** left his vehicle at our facility after we were not able to duplicate his concerns, and refused to retrieve from our lot.  After approximately three weeks, he retrieved it off our lot, in the middle of the night, without notice.  We are not in possession of his vehicle and certainly did not hold it hostage.  We have never charged him any money for our time or storage at our facilities.  He called ****************** about his concerns and they recommended he seek a second opinion, which he refuses to do.
  To date, we have not found any issues with his vehicle related to the emissions system or transmission. We have not charged him for any diagnostic completed; and do not feel we owe ************** anything. 

  Customer Answer

  Date: 01/16/2024

  I am having problems attaching and sending documents that would prove otherwise essential to this case and also make known that the dealership is providing false information. 

  Customer Answer

  Date: 01/16/2024

  I am having problems attaching and sending documents that would prove otherwise essential to this case and also make known that the dealership is providing false information. 

• Initial Complaint

  Date:06/23/2023

  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.

  This is the second time within the past months that I had to return my F150 for transmission issues. 1. Why are my dealing with the same repair. I want assurance this will be the last time. I work too so each time I miss time to go to the shop it takes food off my families table.2.I receive an appointment for Wednesday, June 23rd. (I brought the car in on Tuesday evening)3. I haven't received any feedback other than they are too backed up............why would you make a reservation for a clients if that's the case?3. I called in Thursday and they said the attendant who follows up on my vehicle was out? I mean is he the only one that can provided information for the dealership (******* is his name)4, When I called I was told that someone would call me back immediately with a up-date.....nothing. It took me 4-attempts waiting on the phone no less than 15 minutes each time just get someone answer the phono in the service department(really)5. No customer should have to suffer for a companies poor performance. When I asked to speak to a Manager the reply was "He's busy..........I'll leave him a message" I think that's enough to illustrate my frustrations. I have to get back and forth to work. rentals are minimal $60.00 per day........do the math. And no loner, or time-line. I ask you, Sir, how would you feel? ***************************** ************ Dealership Sheehy Ford, Springfield, Va ***** ************ Thank you

  Business Response

  Date: 07/20/2023

  Good morning. We were under the impression customer had vehicle repaired at another local ford store, based on texts with our service advisor. But if not, and the vehicle still needs to be serviced, were happy to try and help, but please keep in mind, we are backed up on transmission service work, and it may take a little longer to get the diagnosis and work completed. 
  
  Thank you.