Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2024

  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.

  March 20th, 2023 we purchased a 2019 **** Edge, with ****** miles on it. When we went to purchase it, ***** the salesperson said during inspection they found out it needed High Pressure Fuel pump, they had to order it, wrong one came in, so had to re-order. Upon picking up after installed, a few weeks later, there was a loud noise coming from under the hood, which they initially denied hearing. During this time, I am left without a vehicle. Upon our persistance that there was an issue, which they initially denied, the windshield had a large gap on passenger side, installed incorrectly. We purchased in March, and didn't get to bring vehicle home until end of April. Thus making 2 months of car payments ($441.) with no car. In December 2023 starting having surges when accelerating, took it in to ****** to see what issue was, never told we'd be leaving the car there for estimate. We were there all day, and finally told they had to keep it to diagnose. We are an hour+ away from home, no loaners available, and I had to be at work at hospital. Were told it was the transmission and torque converter, not covered even though barely over ****** mi. warranty. Estimate was $7,173.03. They had the car since Jan. 30th, and just got it back March 25th. With all these issues from the very start (High pressure fuel pump and new windshield); and now the transmission and torque converter going out after owning only 8/9 months, we don't trust it and would like to see if a full refund is possible. I can provide documentation/timeline of all these events if needed, as I kept record of all our conversations and receipts. When we purchase a vehicle, we expect them to last longer than less than a year before having 4 issues. This is minor, but the backup camera has never worked, zigzag lines, upon telling them this was told to unhook battery to reset which did nothing. It's just been a constant battle with this car, and we would like to pursue a refund and move on. Thank you!

  Business Response

  Date: 04/11/2024

  Good Morning,

  Our only goal when we sell or service a vehicle is to provide the best guest experience in all areas of our business.  We offer the best selections, the best services and I would like to think the best team in the area to take care of our guests after the sale.  We offer our Used Car Advantage program which gives our guest piece of mind with a 3 day money back guarantee in those time they drive it home and just see it won't work for the family.  In addition, we give our guests a 30 day exchange policy and a 7 month, ************************************************** the area, at zero cost to our guests.  I am sorry you have had a couple issues with your vehicle since your purchase.  The initial concerns were totally paid for from the dealership.  The transmission concerns happened 9 months and almost ****** miles later we just can't prevent.  We offer extended service plans to our guests, as we can't predict when something may break in a vehicle, you declined from advice from your banker.  When your transmission concern happened, you took it to Morries initially but were declined assistance from ****.  You brought the vehicle to us when we diagnosed the concern and provided an estimate to you.  Our leadership worked hard with **** to reduce the cost of the repair and pay for over $2000 of the repair, leaving you to take care of less than half of the original estimate.  With that said, I understand, no one wants to have to pay for unexpected vehicle repairs, but we can't prevent those from happening, only try to offer the best service we can in trying to help you get the best outcome possible.  With that being said, we are willing to work with you on trading you out of the vehicle at today's market price and a discount of a different vehicle.  We simply can't give refunds on purchases from 12 months ago and ****** miles.  I hope all this makes sense and I appreciate your understanding.

  Respectfully,

  *************************** - General Manager

• Initial Complaint

  Date:07/05/2023

  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.

  I bought a car in September and in April it broke down. Needed a new water pump and timing chain. $4000, they offered to pay 1/2 the cost. They had my car for about 6 weeks. When I get it back the check engine light comes on. Took it back twice to fix it. While they were trying to find out the cause for that they found 4 more things to be fixed. It needs a new drive shaft ($1221 cost) and possibly a new purge valve ($477 cost). They are not sure if the purge valve will fix the check engine light issue for sure. Then there is an axle ($227 part only cost) and a broken sway bar link ($242 part only cost). I paid $13000 for the car and havent had it s year.

  Business Response

  Date: 07/06/2023

  We paid half ($2000)of the water pump and timing chains jobs , even though not obligated to do so to help her out.  Now she has driveshaft bushing, requiring the drive shaft to be replaced, a broken swap bar link and a check engine light which passes an emissions smoke test, our **** Master Certified tech says Purge Value would be his best educated guess on what the issue is. Told her we would work with her on parts and labor costs.  We would give her a number to purchase or help her into a different vehicle. Thank you 

   

  Attached WI Buyers guide showing 1 month or ***** mile Powertrain warranty with a 50/50 co pay and decline of extended service contract as well.

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I asked for a refund because of all the issues. They are not standing by the vehicle and expecting that I should put even more money into it. I feel that if these issues dont normally happen and they should have decency to fix the issue. This is not something that happens with every used vehicle they sell. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/11/2023

  ********* state inspection was completed on the vehicle on 9/1/2022 with no issues at the time of sale. ********* did help pay for 50% of the invoice on the issue that was dated in June of 2023, they have also offered to give an ACV of the vehicle to buy it back at today's value or trade in on another vehicle in stock. the 2011 MKX had ******* at inspection in 2022 and June 2023 had ******* the warranty that Dahl automotive had on the vehicle was a 1 month or ***** mile warranty. thank you 

  Customer Answer

  Date: 07/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I waited to try to resolve this but no one is getting back to me in writing. Initially, I attempted to resolve this after the brake recall, I found on my way home several sensors on. I reached out to **** and they told me the sensors were probably tripped. I took it in and they said the warning lights were not on. I waited more than 2 hours every time and then I went home and lights were in again. I took it in after writing to *********. The issue was tested finally and the repairs were not done. They gave me an estimate for over $2400. I then found out from another dealership that their is a way to resubmit recall problems with an SSSC. I contacted ********* but still have not heard back in writing through email. I called ******* yesterday and spoke to ******* who also said I could qualify for help when I bring it into a ******* dealership for service. I am now going to do that and will not take my car back to ****. Instead I will find another ******* service provider who can work with the ******* concierge. **** has had me gaslit and running around in circles. They only want to have my car traded in and have reached out to me first in text by ******* at **** . At first I was offered just below ***** blue book and then she sent me a text and said she spoke to ***** general manager and they only offered me *****. I dont even want to sell and I believe this is an attempt to take advantage of someone who is unfamiliar with car repairs. I asked for her to have a manager contact me and she said she would pass on the information and ask someone to contact me. This was February 25 and the email I sent to **** was February 23 but still no response. I hope that once I take it to another service provider for ******* they can work with ******* from ******* concierge and get these recall problems fixed as my warning lights NEVER came on until **** did the recall. They only want to solicit me for buy back at low price and not fix the problem or even respond.

  Business Response

  Date: 03/09/2023

   

  Hello,

  Below is the total history of ********'s vehicle being at our service department with the dates and services completed.  As you can see, a brake hose replacement and driver control malfunction related to electronic struts are a total unrelated issue all together.  You can't open an SSSC case for this concern, but we can ask ******* for financial assistance on her behave. Teh vehicle is out of warranty and the guest has declined to repair the vehicle at her expense.  Based on service intervals, normal scheduled maintenance was recommended but was also declined.  *********** manager, *****, has reached out to the guest but only wants communication by email which he has sent her. I see the desired conclusion is a refund, but the recall was at zero expense and oil changes is maintenance to owning a car.  As far as the diagnose for her other concerns, our service door rate per hour is $149 and we took half off for her.  I understand that no one enjoys having to spend money of car repairs, but faulty electronic struts and a leaking water pump are not created in any way from replacing a brake hose in a recall.  Please feel free to reach out to me directly at ************ with further questions.

  Thank you.

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

  General Manger

   

  History:
  10/08/2021: ******** brought her ******* in for recall 20S42 Replace Front Flexible Brake Hoses, after recall was completed she claims her driver control malfunction light came on. She did not return to scan for codes to make sure it was not related to the recall.
  
  02/08/2022: ******** brought her ******* in for and oil change front wipers. No check engine light or driver control malfunction light.
  
  08/30/2022: ******** brought her ******* in for oil change and to scan her check engine light. QL could not diagnose, but driver control malfunction light was on so we scheduled her a main shop appointment to diagnose the problem.
  
  9/15/2022: ******** brought her ******* in for an appointment to diagnose her issue. We found Left front damper solenoid is bad. To fix the problem would require replacing the electronic struts. Quote was $2,400.******** declined. We did not charge diagnosis since she still believes this has to do with the recall.
  
  02/02/2023: ******** brought her ******* in for an oil change.
  
  02/14/2023: ******** brought her ******* in for an appointment to diagnose a coolant leak. We found the internal water pump was bad quote was $2,866.78 to fix it. The technician also made maintenance recommendations due to time and miles on vehicle. ******** declined all the services. ******** was upset again about having to pay a diagnosis fee so we dropped the price to $75 to help her out.
  
  The struts have nothing to do with the brake hose recall. I have tried to explain this to her. I have offered to submit a financial assistance request to see if ******* would help with any of these repairs, but she has not answered my email. She will not communicate over the phone and wants everything communicated through email.

  
  

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that I am even more upset due to the false information provided by ****. I NEVER refused normal maintenance and have recorded dates and times. I find the message condescending. I obviously realize that there are expenses in owning and maintaining a vehicle. The problem is you put faith and trust in professionals and their customer service is below average. There are pleasant people working there but I now feel that behind the scenes there is a lack of communication and accountability. I informed ********************* repeatedly and was patient. He never responded until after I filed a complaint. I also was told a different price  for the diagnostics when at a routine oil change they said my water pump was leaking. I was quoted a price to make an appointment for follow up service and on February 14, 2023 there was an almost double bill given to this fee.  There is a bait and switch theme in the complaints I have read from other unsatisfied customers. I wish I had known if these prior to hiring ****. I now regret doing business especially when solicited for a trade in and then given a different price several thousands below ***** blue book. They also changed their offer and I have this in writing.   It appears the theme at **** is to ignore customers and gaslight them when concerns arrive. I have spoken to another ******* certified  mechanic and also concierge at ***************************** and I will be servicing my vehicle elsewhere. Another red flag, is ***** response to BBB, as it was written  (by someone I never met or spoke to) and. is erroneous. I no longer trust **** dealership. I informed service department immediately when sensors were tripped after the recall. I was told by **** that the sensors could be tripped during the recall service. They ignored me repeatedly and now are contradicting what they did and said. The evidence proves to me that I would never take my car there for regular maintenance again and certainly not a repair. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/13/2023

  Good Afternoon ********,

  I apologize that we haven't met or spoken to each other.  I am the General Manager of the dealership and typically we would have spoken by phone long before a complaint like this but was told that you don't want to speak by phone and would rather have emails for this.  We are in the business for guest satisfaction.  The last thing we ever want is to have an unsatisfied guest that would think we are not treating them properly with their vehicle.  I also think email sometime get misconstrued and can seem insensitive but that is far from what are intentions are.  Everything I put in my email reply is what was told to me, and what the dates on the RO's we have shown.  In regard to routine maintenance, you do complete your normal oil changes, but we recommended fluid exchanges based on factory maintenance, and those you declined at that time, that is what I was speaking too.  You had your recall completed in Oct of 2021 and were here twice with no engine lights or concerns, and then in Aug of 2022, you came in for an oil change and to have us scan a check engine light and we had to schedule you in for main shop and we didn't charge diagnoses, and it was determined that it was electronic shocks solenoid was bad which is not related to the brake hose recall.  You declined to have the work completed.  Then 5 months later you come back for an oil change and had a coolant leak which was diagnosed to be a leaking water pump, and you declined to have the work completed and we only charged half for diagnoses at $75.    I have gone through this multiple times with ***** to see if we are missing something and we just don't understand what we are missing.  I know you have a couple problems with your vehicle, but without warranty to cover them, they are at the owner's expense.  If we did something during a recall or any service to that fact and we thought anything was related, we would have for sure paid to repair the vehicle, but nothing is related.  We still haven't received word back from ******* on financial assistance but will certainly let you know when we find out.  We always want to make sure our guests are taken care of, and I am sorry you feel we are in someway not being honest and trusting with you.  Again, please reach out to me directly at ************ for additional discussion on this.  I have worked here for many years and only want the best for our guests and our team.  I am always willing to work with our guests if there is a concern.

  Respectfully,

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

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The information provided is not accurate and attached are examples of the two most recent receipts. **** was supposed to charge me $75 and instead doubled it. I asked what happened to $75? 2/14/23 and was adjusted slightly from the double charge but still over $75  as **** reports. I also asked several times to have management reach out to me but they never did.  They gaslight and falsely report and blame the customer and I have proven this repeatedly. However, it was not what was agreed on at the oil change or billed for and reported in Dahls most recent response.  I wish what he wrote was factual but as you can see from attached receipts it is not. This would be great if it was the truth but **** did clearly report erroneous information and I have been told the sensors were tripped during recall appointment on brakes. I also never declined a fluid change and that is also false reporting by ****. I stand by my review.

  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/14/2022

  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 own. 2014 **** Escape and had to have it towed from my garage because I couldnt get it in gear Called **** for assist and they said they couldnt help with repairs for 3 weeks I needed a vehicle so I went local for towing and repairs. One week later I get a recall letter for the very issue I just had fixed **** and **** motor will not reimburse me because I didnt use **** authorized services I couldnt they werent available Im looking to you for help

  Business Response

  Date: 09/14/2022

  Once we are able to confirm that the repair guest paid for is the same as recall we will submit to ****************** for reimbursement. Next steps for the guest will be for her to reach out to ********************* at ************ or ***** can call the guest? to set up appointment to bring Escape in for ************* to inspect vehicle and complete recall under ****** requirements. Once that is handled we should know if **** will reimburse guest. thanks ******