Complaints

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First of all the salesman was the only person that truly should be working in customer service. My issues started right after they took my check for $100,000.00. The man that was supposed to teach me all about my new EV F150 lightening. As you know this is completely electric. From the moment he started you could tell he wanted to be somewhere else. I had told him earlier that I need as much time with him as possible with him because *** never had any type of EV before and needed to learn. Until they got my check he was telling me all the things he would be showing me When we got in the truck. However when we got in the truck someone walked up and he clearly wanted to be done with me, so he could go with the other person. So after he showed me I was missing the safe for the console and after no more than 10 minutes he was gone. I told the salesman about how sad it was that this man did not want to help me learn about this truck and possibly make it a good experience. After that I simply got my paperwork and loaded my truck on the trailer. Then the next issue was getting my truck registered. Without dragging you through that I finally went to the highway department and did it myself after pugmire lied several times and even after I complained many times they still lied To make it sound like they did what they were supposed to. However the final pending item is the safe. They still have not provided it Despite hundreds of calls, text and emails. The sales man has been the only one to reply by never does what he says as to when he will get me the information of when I will receive the safe that I paid for. I have never seen this level of the most terrible customer service and total disregard for giving the customer what they paid for. At this point Ive had to do everything myself, but I cannot get the safe without them. So I need someone to make these people give me what I paid for. They do not care what I say or do. They should not be in business.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Pugmire Ford approximately a year and a half ago. I bought my wife the same vehicle a year ago in a different color. The vehicles are 2020 **** Ecosports. Mine was new. My wifes was used. The convinced us that we needed gap insurance and maintenance plans. We relocated to ******** in November 2021. When it was time for our vehicle maintenance, we took our cars to a **** dealership in ******** . That is when we found out that we couldnt use the maintenance plans we purchased. We were never informed that it was designed specifically for that particular dealership. We proceeded to cancel the plans. They gave us the run around and made it very difficult for us to do. Since we were no longer in Georgia, I had a friend go up to the dealership to find ***** and anyone else that was needed to get the plans canceled. ***** went to hide and the others started to lie saying he wasnt there not knowing that another salesman already told my friend that he was. After making a fuss about it, I was finally contacted in a very unprofessional manner. These actions raised red flags so we started to go into depth about our contract. Turns out that we also had gap insurance that we didnt need. We looked into our full coverage car Insurance and realized that we didnt actually need the gap insurance. We began to start the process of cancelling that too. We contacted our banks and lenders to find out that the checks for the maintenance plans were never received from Pugmire . My wife got a letter in the mail saying that she had to pay $900 to cancel the gap insurance. There was a gap waiver addendum that had her signature, a check box that she didnt check and a date written that she didnt write. The letter stated that she had to not only pay $900 to cancel the insurance but also if she sold, refinance or traded the car, she would still have to pay for the gap insurance. That is absurd! Is that even legal? Pay to stop paying for something no longer needed? How?

  Business response

  10/11/2022

  Our maintenance plans and *** insurance are designed to be utilized at any dealership. If a dealership "refused" to honor the contract, it would be an internal policy they created to try to bypass the client's policies. However, if this happened, our dealership would be more than happy to cancel their policy (especially considering they were not getting any benefit from the policies). Once we receive cancellation documents, we try to act expeditiously in order to honor the clients wishes and cancel the policies they no longer want or need. In this particular case, once all the "correct" cancellation documents were received, we processed the cancellations in a timely manner and refunded the cancellation monies to the lender (per our dealer/lender agreement). We do not know who would have sent her a letter stating she would have to pay $900 to cancel the *** policy. You certainly do not have to pay us or the *** insurance company any money to perform cancellations. We simply refund the client's money to the lienholder (prorated by time and/or miles). Again-we processed the cancellations in a timely manner and even provided the client proof of it where it had already cleared their lienholder. 

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