Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Title issues

  Business response

  12/27/2024

  To whom it may concern,
  Name: ******* ****
  VIN: *****************
  Year: 2020
  Make: ****
  Model: MUSTANG
  The above-mentioned customer purchased said vehicle from ********************** of ********** on the 15th of September 2023.
  The title was issued to the lien holder Exeter in October of 2023.
  In September of 2024 the customer reached out to guardian with interest of refinancing the vehicle.
  Guardian ran into some issues with getting the lien changed from ****** to Guardian.
  With further inspection we realized that the state of ******* had a hold on the title due to an odometer discrepancy from a previous customer.
  Guardian reached out to me asking for me to get the title corrected so they can move forward with the lien transfer
  So I reached out to ****** trying to get the title back for corrections. After trying to get the title for months they never fulfilled my request
  The title needed to be uploaded with my correction application to the ******************************
  The correction application was sent through them by mistake without a copy of the title.
  With this the ************ of revenue did not catch my mistake and issued the title with the corrections.
  The ************ of revenue later realized the mistake and revoked the corrected title.
  I am currently working on getting the title back from ****** so I can upload with the correction application.
  With this I am doing my best to keep in contact with Guardian,Mrs **** and the state.
  I spoke with Mrs **** on December 26th of 2024 this is the first I have heard from her since fixing the correction. 
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late February 2024, I purchased a 2020 Ram 2500 with a pre-approved loan along with a $4000 down payment. I approached the dealership ready to finalize the purchase, fully transparent about my financial situation. However, without my consent, they conducted multiple credit inquiries while "running numbers." Upon confronting them, they assured me they would handle the situation and file disputes on my behalf. Unfortunately, they have since ceased all communication, ignoring my calls and messages. I am now facing multiple unsolicited credit inquiries that should have never been made, given my pre-approval.Additionally, they sold me a $3040.00 warranty for the truck, despite it already having an existing manufacturer warranty from *****, which I only discovered after the transaction was completed. The dealership's actions were unprofessional and unauthorized, and it is imperative that they address and rectify both the credit inquiries and the unnecessary warranty immediately.

  Business response

  11/12/2024

  Thanks for the Feedback. after some investigation about the credit inquiries. It appears he was not just at this dealership trying to purchase a vehicle but at ****** Hyundia the day before he purchased with us. They performed multiple credit inquires prior to him coming to our store. It is not uncommon when you have a credit challenged customer to try multiple banks to get the best terms for the customer. Pre-approval most of the time may not be the best term for the customer. The biggest effect credit inquires has on a score is not a dealership sending to multiple banks. Its multiple Dealerships doing inquires. Inquiries are always to get the best deal for the consumer with the best rate, no dealership does this to hurt the consumer its always to help.

  The vehicle service contract paperwork has multiple touch point in the process. The first one is a Menu that has several stages of coverage. The Menu we have has the customers signature on the 30 months contract the customer purchased. The second paperwork has the final acceptance of such contract as well as the denial of other coverages he declined to purchase. the last document is the actual contract that the customer signed.  The customer has the option to cancel the coverage and get the unused portion refunded to the bank that financed the vehicle, and it will lower they payoff.

  if the customer feels like they want to cancel the warranty all the have to do is fill out cancelation paperwork and we will facilitate the cancelation.

   

  JIm 

   

   

   

   

   

   

   

  Customer response

  11/14/2024

   
  Complaint: 22543327
  
  I am rejecting this response because:

  Thank you for providing clarification on the process. However, I still feel overwhelmed by the impact these multiple credit inquiries have had on my credit score. Though I understand it is common to attempt securing the best financing terms, I had a pre-approval in place when I came to ************** and I was surprised by the number of inquiries that occurred simultaneously with your dealership's activities.
  
  To address the situation, I've decided to reach out to the other dealerships involved, including ****** *******, to ensure transparency and review the circumstances around these credit inquiries. I want to ensure that I understand the full scope of these activities and their impact on my credit report.
  
  Additionally, regarding the vehicle service contract, I feel taken advantage of, especially finding out about the warranty already set in place with the manufacturer, with the multiple inquiries, this issue added to the fire. I appreciate knowing that canceling the coverage will result in a refund of the unused portion to the financing bank.
  
  The lenders involved at the time of my visit to ************ on Feb. 3rd 2024 include:
  
  First Help Financial
  Flagship CRE
  Ally Financial
  Strivers Ford
  CPS
  Santander
  RegionalAC
  COAF

  Thank you for your attention to these concerns as it would have been much appreciated and more professional if I were contacted with this matter with a simple phone call after multiple failed attempts of communication with your staff, rather than having to involve a third party. I look forward to working together to resolve these issues amicably. 

  Best,
  
  ***** *****

  Business response

  11/15/2024

  To Cancel the warranty all you will need to to is fill out paperwork stating you want to Cancel.

   

  JIm  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  my husband drove alone 4 hours to trade in my car for a new **** explorer, and salesperson guaranteed the amount shall not change, and I also ask if i need to present as I'm the one on the title, he said no. upon arrival, we were told that the trade in value is 1000 less which we argue and then accepted. he spent 8 hours round way and we wait over a month till the *** reaching out to us because they didn't sent the purchase information until half month. And what is worse is *** asking me to pay TWO thousands more on tax because i was not on the new purchase / title. and asking the dealer to correct it, and dealer refused their mistake saying they made the mistake because they dont know LA state law. If i didnt qualified for trade in tax credit, why would i buy this car? why i had to pay for their mistake? if i don't qualify for the tax credit, why you put such credit on the purchase amount? im current seeking legal help on this. overall, i had paid 3 thousands extra compare to the quote we agreed on before we went to the dealership!!!!

  Business response

  07/26/2024

  We sold her husband a car and she was not on the loan. She was not here her husband was here. We can't control Louisiana Law in regard to the trade in Tax Credits.

  The car the purchased was discounted well below cost that's why they came from LA to buy it. 

  Again, we don't control the laws in LA and if she is a resident and has traded before perhaps, she should have known about the tax credits. We don't coach people on who's on the loan paperwork for any reason. 

   

  ***

   

   

   

  Customer response

  07/26/2024

   
  Complaint: 22049629
  
  I am rejecting this response because:

  i asked the salesperson if i need to present for the trade in for the quote i received (with tax credit) before the trip to buy it. i traded in before doesn't implied that i know a husband can't trade in his spouse's car. and i was on the call all the time when he buying the car, and none of the sales person ever told me that i need to be on the title for the sales tax credit.

  as dealership, if he dont qualify for the credit, then why you put the credit on the purchase amount? isn't this a scam? if you have the correct number, we would have give up this car. 

  As a dealership, you are so unprofessional for relying on customer to know the sales tax rules. and are you sure its complying with Alabama car sales rules. 
  
  Sincerely,
  
  ******

  Business response

  07/26/2024

  Please provide a copy of said tax credit  

   

  Customer response

  07/26/2024

   
  Complaint: 22049629
  
  I am rejecting this response because:
  Check the purchase agreement and the quotes you gave me, you have every evidence and details, and check your messages with me, all of them. as a business, please be honest, you promised the price and now blaming your customer not knowing the sales tax rule. the tax you put on the purchase agreement says everything. if you did right, why he had to pay another 2 thousand. 
  
  ******

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We scheduled an appointment time for 27 Nov 2023 and drove 3 hours to Stivers Ford in Montgomery to test drive a specific 2023 Ford F-150 we had been discussing with Stivers for over a week. On 21 Nov 2023 we received an unsolicited proposal to purchase the vehicle. We arrived 5 minutes prior to our scheduled appointment time. The salesperson was with another customer but told us the truck was outside so we could look at it. Unfortunately, the truck was not there so we informed the salesperson. We walked around the lot for about 30 minutes and then went back inside the dealership. A short time later the salesperson came up to us and stated the truck was now outside ready for a test drive. He asked for my driver's license so he could make a copy and stated he would meet us outside. My wife and I looked at the truck and noted a portion of the hood looked like it had been recently polished. We then got inside to wait for the test drive. When the salesperson came out we discussed a few things, and then I told him the mileage on the truck didn't match the advertisement. It wasn't until that moment he told us it wasn't the same truck. It was a bait and switch tactic! He had ample opportunity to tell us it wasn't the truck we had been discussing and drove 3 hours to test drive. The vehicle sticker had been removed so we wouldn’t have known it was the wrong vehicle. Furthermore, the Equipment Group was the 501A, not the more expensive 502A on the truck we were interested in. My wife and I got out of the truck and drove away. A few days later after checking the VIN on the truck he was going to have us test drive (not the truck we were interested in) I confirmed it was the truck with hood damage that had been repaired; a fact they never disclosed. I have no confidence in the integrity and honesty of Stivers Ford based on our experience! Please note; both trucks are still being advertised on their website.

  Business response

  12/11/2023

  Dear Sir 

  After reviewing this it appears my sales staff and management team failed is several areas. The first is the original vehicle, was on that Monday being driven by our owner. I believe the sales staff planed on him being here that day, however he was not. There is no excuse for this we should have made the customer aware of the fact it was in the owner's position and there wasn't a guarantee the vehicle would be here that Monday. After reviewing the conversations back and forth the customer stated the vehicle, he had been looking at had several different options that he didn't need, so I believe the salesperson thought that he most likely wasn't a buyer for the one the owners driving. Still no excuse for Not communicating. As far as the damaged vehicle we disclose damage to customers prior to the sale. Every customer has to sign off on the damage and get a copy of the Bodyshop bill prior to the sale of the vehicle. It should have been told to the customer when we were demonstrating and if he didn't want it, show him a different vehicle. We actually have different stock numbers for the vehicles that have had damage and our management ***** ******* the sale f the vehicles closely. Again, no excuse. 

  We failed this customer in several ways.  Please provide the current address for the customer and we will send them a gift card for their gas and trouble.

  This in no way excused the very poor treatment they have received it is personally and professionally embarrassing.

   

  *** ******

   

  Customer response

  12/17/2023

   

  Complaint: ********
  

  
  I am rejecting this response because: I have a couple of points to make.

  I appreciate the response and acknowledgement there were several mistakes made by the sales staff.  If they had informed us of the possibility the vehicle would not be there, we would have simply rescheduled versus driving 3 hours to the dealership.  We were interested in the vehicle even though it had some features we weren't necessarily interested in, that's why we made the trip.  I do want to emphasize one more point.  No one from the sales staff ever told us the vehicle would be available to test drive at a later time.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 **** Escape on 4/27/23, less than 90 days since my purchase the car has an oil leak. I have it towed to Stivers ************** in ********** on 6/24 , for the next 3 weeks I am given the run around on getting the vehicle fixed between the warranty company (Endurance) and Stivers **************. With no loaner car available I was without a vehicle and frustrated . I then spoke with ********************* at Stivers in ********** about possibly trading the car in since Im having such a hard time getting it repaired. The car was towed to Stivers in ********** on 7/17/23 to get it assessed and traded . Now 2 weeks later and no one has looked at my vehicle and its been now 6 weeks without my car. I strongly feel that despite the inspection being clear I think the vehicle was not in proper working condition when I purchased it. I continue to get the run around from Stivers with no resolution. I have been severely inconvenienced at every turn. I just my car either repaired or assessed to be traded in. I have spoke 2 sales managers there.. ** ( never got his last name) and *********************, and the only information Ive been given is that Im next in line. 2 weeks is more than enough time to assess a vehicle.. please help me get a resolution to this matter. THANK YOU!

  Business response

  08/23/2023

  The customer's concern started with a visit to a different location and they had some difficulty in obtaining prior approval for a required repair to address an oil leak. Now that the vehicle has been transferred to this location we have communicated with the customer and advised her that we will be completing the necessary repairs and returning the vehicle to her this week. LD.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a maintenance plan in the amount of $455 plus tax and interest from Stivers Ford on 2/14/23 and I cancelled it directly with **** in writing on 3/10/23, within my first ******************** the terms of the agreement. **** said the selling dealer is responsible for issue my refund and *** tried to call them multiple times but they wont take my issue seriously. It has been over three months with no resolution. I have attached all of my supporting documentation. I would like my full refund that I am due in the amount of $455 plus all applicable taxes and interest that have already been accessed on this amount.

  Business response

  06/26/2023

  the customer canceled with ****************** and not us, so the motor company issues ** a credit and we reimburse the customer.

  However, in this case we were never informed of what was canceled so we had no idea what to remit.

  The motor company normally sends us a cancelation request stating what product was canceled. and that way we can remit the correct amount. 
  

  with the customers help and the proper paperwork we will credit his loan for the refund.

  IT will take a few days before it shows up on his statement. 

   

  The credit wont change his payments just his Pay off.

   

   

  JIM 

   

   

  Customer response

  06/30/2023

   
  Complaint: 20227810
  
  I am rejecting this response because: I spoke with *** on Monday and gave him my **** account number to refund my **** protect prepaid maintenance plan to my loan balance with **** which he said would take two business day.  It has been four business days and I still dont have my refund.  He is a nice man and Im sure he will get this resolved soon. 
  
  Sincerely,
  
  ***************************

  Business response

  07/07/2023

  We processed the cancelation the 6-26-23  and mailed to them the next day.

   

  The check was cashed ******** **** credit on 7-5-2023 

   

  I am sure they will credit his account soon

   

  Customer response

  07/10/2023

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted Stivers Ford in ********** to look at a vehicle went in test drove the vehicle liked the vehicle. He did have a few issues I was not worried about those issues. It was a busy Friday evening and did not want to take the vehicle on the main road due to it not being mine and I was on a test drive with my family, because that was the only time I was able to get down to the dealership that day asked if I can set up an appointment to come back to look at the vehicle was told yes, went back down for the appointment and they told me that the vehicle was sold already asked him how this was possible when I ****** just test drove the vehicle Friday. The salesman told me that there was already a deposit on the vehicle Friday before I test drove it. I asked why I was allowed to test drive the vehicle if it already had a deposit on it and if they had another vehicle they had another truck for for about $5000 cheaper, but they refused to sell it to me due to having some major issues never told him they never told me what issues were or what was going on with the vehicle or anything they just told me they could not tell me the vehicle and shell be another vehicle that was $7000 more than what the original vehicle was. I asked them if they would come down to the price of the original vehicle. They said no I did not want to lose five to $7000 on that vehicle thats complaint number one. Complain 2 went back to stivers Ford in ********** inquired on a couple vehicles online was told that the vehicles would be at the ********** location Monday when I have my appointment to look at them was one of the salesman called me, and said that one of the vehicles would not start when they went there to go get it, and that the other vehicle was already sold this was on the same day as the appointment went to the appointment. I had a schedule asked if the vehicle was there just in case it was a misunderstanding was told it was not vehicle has already sold. But the vehicle was avail

  Business response

  06/02/2023

  *********** contacted the dealership about several trucks that we have in our inventory. All of our pre-owned vehicles are cross posted between our multiple locations. He set an appointment to come take a look a few trucks one of which was at our ********** location. We do offer customers the ability to place a deposit on a truck and bring it from one of our other locations, however since multiple vehicles were inquired about, the appointment was set for *********** to come take a look at the trucks we had in ********** and then if he decided on the truck from **********, he would have the ability to place a deposit on the truck and we would get the truck transferred into the ********** location. We offered *********** the ability to place a deposit on the truck in ********** if he wanted ** to have it transferred to our location so he could take a look at it, however he declined.

  Customer response

  06/05/2023

   
  Complaint: 20120976
  
  I am rejecting this response because: 

  that is not everything that happened. They told me that those trucks one wouldnt start and the other was sold during my appointment and tried to sell me a different truck which is a bait and switch. They did not offer the deposit until I called them out on the truck. I was supposed to look ******** being at the ********** location after they told me it was sold I had to call the ********** location to find that out. 
  
  Sincerely,
  
  *********************

  Business response

  06/12/2023

  We will be happy to assist in helping you find a suitable vehicle, all pre owned vehicles are cross posted between our dealerships in *******. All vehicles show the location in which the vehicle is located on the vehicle listing. We would have happily brought the vehicles down from ********** once confirmed which vehicle was desired. We showed *********** one of the vehicles in which he inquired about which was on the lot at the ********** location during his appointment and offered for him to put a deposit on any of the vehicles in ********** if he wished to have it brought to **********. *********** you can contact me at any point so we can discuss your needs in a vehicle and we will help any way that we can. ************

  Customer response

  06/13/2023

   
  Complaint: 20120976
  
  I am rejecting this response because:
  Stivers Ford is lying. Please check supporting documents that were sent. They are text messages between the sales manager and myself. All I am asking for is a formal in person apology from the owner of stivers Ford, I will not do business again with Stivers Ford. This is not the first time that they have done something like this to me or member my family.
  Sincerely,
  
  *********************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a certified preowned vehicle from Stivers Ford on January 28.About 2/3 weeks ago, I go and get my oil changed from ***************** before a big trip. They inform me my battery is bad and will cost $420 to replace.Stivers ford should have informed me on a certified prenowed vehicle that my 2019 still had the original battery and was going bad. I have tried getting in contact with them on numerous occasions only to have them give me the run around and tell me so and so will give you a call back. No one has called me back.I just need them to own up and reimburse me for the battery replacement cost.

  Business response

  05/23/2023

  The customer purchased a used car that has a CPO warranty on or about the 28th of January the warranty is limited and doesn't cover the battery. We recorded all our conversations at the dealership. We have recorded on 5-11-23 at ***** am a conversation between ********************* and **************. ****** told the customer that it was not covered under his CPO warranty. He was still upset and thretened to Call ***** Stivers.

  We are sorry there is no coverage for the vehicle he purchased in January and had the ****** dealership recommend a repair that he approved.

   

  Jim 

   

  I am waiting for a copy of the Battery replacement. it could have been a recommendation based on Age and possibly not a Bad battery. 

   

   

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 **** explorer April 2021 by November 2021 my back seats would not let up. I schedule with this company to fix my 3rd row seats it took them almost 3 weeks to do so. November 2022 the seats did the exact same thing. I called into their branch and scheduled an appointment which was scheduled but I missed do to work and them stating they will have to keep my car for weeks again and not having any courtesy vehicles. As of today 1/4/23 I called the service department to see about scheduling and whomever the white guy was answered the phone had a nasty attitude about how they are not going to fix my seats. I asked how would you guys not be responsible to fix the seats if they are doing what you guys supposedly fixed. He started well its a year how long did you expect them to work? He also stated well the person who wrote up the service notes dont work here any longer so basically o well. This was very absurd of him! I have a 2020 brought in 2021, Im not understanding as to how my seats are no longer working after just a short period of time in a new truck. You guys have some of the nastiest attitudes in your service department and you should stand by your work! If you know something is malfunctioning again you should be warrant to fix it.

  Business response

  01/09/2023

  The customer purchased a vehicle from another dealership. brought the vehicle in Nov 30 2021 with ***** miles on the vehicle. we repaired the 3rd row seat on the drivers side 3rd row seat and this repaired the vehicle under factory warranty.

  Jan 5 of 2023 she called in to the dealership with the complaint of the 3rd row seat. customer stated she had 40k miles on vehicle. we advised her we would have to diagnosis the seat concern and there would be a Diagnosis charge.

  She was quite upset, and she declined Diagnosis. the Factory warranty is 36 month or ****** miles whatever comes first. we advised her we would have to diagnosis the concern before we could determine if **** would offer any assistance. We are unaware of her having and extended warranty. If she does, we will still have to diagnosis the concern. 

  She was quite upset and aggressive on the phone.  We would recommend the vehicle be diagnosis the customer would be responsible for because the vehicle is out of factory warranty.

   

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• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to reach the finance department at the ********** location several times over the past month in regards to getting a refund for my extended warranty that I no longer need. I have left messages with zero response. I don't live very close, if I did, I would just go there in person. The reason for the refund is because I traded the vehicle and no longer need the warranty. I was told that the refund has to be initiated through the dealership where I purchased the traded vehicle. Why can I not get any assistance? It makes me feel like if there is no monetary benefit to Stivers Ford, then it isn't worth their time.

  Business response

  01/02/2023

  This if for our ********** Location 

  Please transfer it to their BBB account 

  Thanks

  I will forward it to them also 

*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. ↩