Complaints

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2020 **** Explorer Platinum from ******************************* in November of 2021 for $53,000, the car had about 17K miles on it. The sales process was seemingly smooth, but I have had SEVERAL electrical issues with this car since I bought it. I have had the backup camera replaced three times, and it is still giving me a blue screen when I put it in reverse, the parking sensors are faulty as the car has randomly stopped with a huge jerk both in reverse and moving forward with nothing in the way, which is a HUGE safety concern, (service manager told me I need to wipe off the sensors and I should be good to go, did NOT solve the issue) and now my power liftgate will not open at all with the button on the liftgate, button in the car, or button on my key. I have had this car in for service more than I have had it in my garage, and ******************************* is willing to do NOTHING about it besides allow me to trade it in for 20K less than I paid for it due to "change in inventory and market value". I had decent experiences with service the first few times I brought it in, until I caught the service manager lying to me about what he did to my car (I have texts to prove it) and since I called him out on the lie, he has ghosted me and will not respond to my calls or texts or requests for service. I have since started taking it for service to another local **** dealership, and will be trading it in ASAP.

  Business response

  04/17/2023

  Hello,

  Based on our records this vehicle was brought into the dealership in June 2022. The guest spoke of electrical issues along with the backup camera not working. At that time, we replaced and installed the backup camera and covered the costs. We have not seen the vehicle back in our service department since August 2022. At that time, the vehicle came in for an oil change. 

  We would be happy to address any other questions or concerns the guest has about their vehicle. 

   

  Thank you,

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

  GM

  Customer response

  04/17/2023

   
  Complaint: 18715224
  
  I am rejecting this response because:
  The vehicle has been in for service several more times than what was indicated by the business. The business did not offer a resolution. 
  
  Sincerely,
  ***************************

  Customer response

  04/19/2023

  I have traded the vehicle in but received a significantly low offer for my trade because of the electrical issues the car was having. **** recently issued a recall for these issues. I would like to be compensated for being sold a car with so many issues. 

  Business response

  04/21/2023

  Hello,

  We completely understand your frustrations with the recall issues on your ***** Any recall on a **** product can and will be fixed free of charge. There should be no reason why a lower trade value would be given by another dealer for something that would be fixed free of charge. 

  We hope you enjoy your new vehicle. 

   

  Regards,

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

  Customer response

  04/21/2023

   
  Complaint: 18715224
  
  I am rejecting this response because: I traded in my car and received a low trade value because of several issues with the vehicle BEFORE the recall was called.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This dealership had my vehicle for nine months. The *** ion battery as stated in the warranty was still under warranty and this dealership agreed with that. At ~ 4 months in, they told me to take the vehicle and drive and charge it normally for two weeks. I refused and asked the dealership to drive and charge the vehicle for 2 weeks. The dealership said that **** would not honor the warranty. I opted an out of pocket ($12k) for a battery replacement on September 28th. I was told by the service coordinator and the service manager that I had a 3 year warranty, unlimited miles. They contacted me last week and said to pick up my vehicle. It was complete. The windshield was cracked and there were 3k more miles on the vehicle which seemed excessive for driving it as I would have driven it. They conceded that they damaged the windshield, replaced it and did an oil change for the miles they put on my already aged vehicle. After requesting for more than a week new battery and warranty certification, this morning they texted me that I had a two year warranty. This dealership misrepresented the initial battery warranty, and the new battery warranty

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business is falsely accusing myself of doing damage to a loaner vehicle that they agreed to give me after giving myself false information about the work that I paid them to have completed on my vehicle in the time frame quoted. The loaner vehicle was never walked around or inspected with me or given a copy of any contract. I received a call the day after taking the loaner vehicle saying I missed my appointment and never picked up the loaner car which I had already done. I was never given a rental contract let alone had to ask for plates to be put on the vehicle to take it off the lot. Now they are submitting claims to my insurance company without ever notifying myself for cigarette ***** and knife slices. I dont smoke or carry weapons and was the only one that entered this vehicle. This vehicle was never checked back in or reviewed with me upon my two day rental.

  Business response

  04/17/2023

  Hello,

   

  We have spoken with the guest and have decided to not file any claim against the guest's insurance policy. Any damages to the vehicle were addressed internally and paid for by the dealership. There has been no further action considered under this name or file. 

   

  Thank you,

   

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

  GM

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My complaint concerns potential sales fraud & apparent misuse of my personal name to obtain a new truck from **** for sale to a different customer. Is this Identity Theft? ******* I was looking at pickup trucks. ** said I could order a truck with no deposit. They could only order New Trucks from **** if a customer's name was attached. I ordered a truck for $50,845. NG presented a Summary with 3 more items. D&H $795, Lojack $795, Prep Pack $898. I said NO. ** said write Maybe next to the items. I wrote Maybe next to ************* Pack.The high D&H charge must include the Plates and Reg so I did not write Maybe next to D&H. With vague email responses to my questions about the ************* Pack, I told them to delete those fees. They then admitted the Plates and Reg were not included in the D&H. I asked what was included? They said, it is profit. I was not informed of the useless value of the D&H. I said remove the $795. My emails were ignored. The sales manager left a voice mail on 9-30-22. This was my only notice that the new truck had arrived. His deceptive email said I did not want the *********** had agreed to the extra charges. He included the Summary where I had written Maybe next to the charges. He ignored the Summary and my emails telling him to delete the charges. His email said he was putting the truck out for sale the next day to the public, less than 24 hours from notification of the truck's arrival. My email response challenged his deceptive statement that I had agreed to extra charges and I was holding him to the **** Name-Match policy. He apparently had no intention of selling me the truck from the beginning. He put my truck up for sale for $54,520. With the Prep ************* the cost would be $56,213. He used my personal name to get **** to send him a new truck so he could sell it to someone else for a gain of approx $5,368 over the original price of $50,845. My signature is on the original Order. Is this sales Fraud? Is this Identity Theft?

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I continue getting mail from this and any other ************* I want nothing to do with **** or what they offer. I have called MANY times and spoken to someone who says they will take me off their marketing list, yet month after month I continue getting mail from them.

  Business response

  04/17/2023

  Hello,

   

  We have reviewed the guest comments and have removed them from our systems. We can see the guest no longer wants to be solicited by ****. Should you have any questions, please do not hesitate to reach out. 

   

  Thank you,

   

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

  GM

  Customer response

  04/17/2023

   
  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,
  
  *********************

  Customer response

  04/17/2023

   
  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

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my daughter's vehicle into the Maroone **** dealership in Longmont, ** for a recall-related issue. I was told by the dealership we are 8 months past the ten year free repair coverage period for the safety recall, so **** would likely not pay for the repair. ****** said they would first have to charge us $150 for an inspection that was required before they could put the request in with ****, so they could verify exactly what needed fixed. This made sense. We agreed to the inspection. ****** called us back more than a week later and said the vehicle needed 10K in repairs (including the power steering motor), and he recommended that my daughter just trade in her car and buy a new one from them. An hour later, he "conveniently" said he heard back from **** (a LIE), and he said **** said they were not going to pay for the steering related repair. This was a blatant lie. I have contacted **** on four occasions, and they all confirm that the dealership never bothered to reach out to request the power steering motor be paid for--UNTIL ****** called right in front of me after being confronted about lying.

  Business response

  04/17/2023

  Hello,

   

  Ford extended warranty on the guest's car has expired and **** has denied covering the repair for the guest. Unfortunately, this decision is supported by ****. We would be happy to address any further issues the guest has with their car. 

   

  Thank you, 

   

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

  GM

  Customer response

  04/17/2023

   
  Complaint: 17915585
  
  I am rejecting this response because:The complaint was not addressed in its entirety. ******, the associate I was dealing with, LIED multiple times about contacting ****. He instead tried to refer my daughter to a salesman to sell my young daughter a new car. SCAM artists. ****** only reached out to **** when I stood right in front of him and confronted him on his lies. Then, he baited the **** associate into covering for him and basically ensured **** would--at that time--refuse to fix a life threatening faulty part. When I reached out to supervisors, not a single person responded to my complaint about ******'s blatant lies. ZERO INTEGRITY. LET THIS BE KNOWN TO THE PUBLIC. Are these the sort of people you want to do business with? Buyers beware. 
  
  Sincerely,
  
  *********************

  Business response

  04/21/2023

  Hello,

  We take pride in employing transparent and trustworthy associates. Although, we do everything in our power to ensure our guests happiness, in this scenario we have no control over the decision made by ****. In exchange, we would be happy to refund the guest the amount of the diagnostic fee of $150. 

  Thank you,

   

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

   

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/11/2021 I purchased a ***************************************************** my car by a college student and it totaled my 2016 ******* Elantra Gt that had only *****mi. The police gave me the ticket, obviously prejudice against me, because the young lady was making a left hand turn and told police she forgot there were 3 lanes of traffic she was crossing. Her uncle was a fire fighter and the police said they Would cut her a break, there was no legal basis for the ticket. I won the judgement they were 80% at fault. I went to **** maroone **** in Longmont and found a vehicle although it was heavily leaking oil I made a deal that they would inspect the vehicle tell me what was wrong with it and fix the oil leak. They said the only forseable future was the oil leak and agreed to fix it. I ended up paying ****** for the used car with ***** miles and got an extended warranty to included any mechanical failure. Unfortunately not more then 45 days later the check engine light came on. I barely passed emissions. I brought it in to have it serviced for an oil change and inspected the broken axel and tie rod ends are shot and its still leaking oil and that the check engine light was the o2 sensors and spark plugs which were not covered by warranty. They never fixed it and lied and said there was nothing wrong with it. I spent **** on plugs, coils and O2 sensors but the check engine light remained on. The car then broke down. Now its the camshaft sensor, the battery, and the **** And it still is leaking oil from the places they said to have fixed when I bought it. Now the *** is back ordered without a date when it will be available and now the warranty company wont cover any immediate resolution or use parts available. My wife and I both work hard are on ******** and live in low income housing and are poor raising two young boys. Losing this vehicle we have no way to get to work and owe more then its Worth. I want even exchange for what I owe on 4x4 that works.

  Business response

  04/17/2023

  Hello,

   

  I do not see anywhere in our systems we sold this guest a car. We do see service records; however, nothing shows that the guest actually purchased a vehicle from our dealership. Can the guest provide any more information regarding this?

   

  Thank you,

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

  GM

*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. ↩