Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dealership two months ago as I was told to by one of their techs in service to come back tomorrow morning. I did, I came at 0700 in the morning, no service, no one greeted me or asked if I needed assistance. I was completely ignored to almost eight AM. I return two months later this morning around 0900 with appointment scheduled at 1140 through their website. Again friction with a Caucasian male from service department complaining to me of a one star ****** review from two months ago that they won't service me today a disabled veteran of the ******* honorable Gulf War Era Peacetime. I told him *** today is today that's in the past just for a simple taillight fix that's covered under factory warranty guarantee. He stated to me to take it where I bought it a few months ago. He also told me to come back tomorrow at 1130 to speak with *****. There's no way I will return here tomorrow. Do I have to fit a certain customer profile as a disabled veteran for better customer service and treatment?

  Business response

  12/05/2024

  I tried to call the customer and left a message to call me back on my cell phone.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty for my 2022 Tesla Model Y when I bought the car in December 2022. I am now planning to sell the car and would like to cancel the warranty and receive a refund for the unused portion. I have contacted the dealership via email multiple times but have been largely ignored. I need help resolving this issue, as I also had a previous problem with them: they made a mistake when sending my plates to the *** and promised to reimburse me for their error. I followed the directions they gave me to obtain the correct plates but never received the refund, despite my repeated attempts to get my money back.

  Customer response

  08/26/2024

  Hi, thanks for your prompt reply, I'm not sure if this is what you need, if not please let me know.

  Business response

  09/23/2024

  Customer was called today and he will be coming in this Saturday to sign proper documents to cancel the extended service contract thanks *** ****

  Customer response

  09/28/2024

   
  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

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 3/25/2024 Included with this complaint is the inspection report detailing the deception.I purchased the **** Transit 350 XLT to transport my dogs to training and dog shows across the country and bought the van with extended warranty. I drove the van to ************** with no problems, but a few weeks later I discovered the horn did not work. Concerned that the car is not safe to drive, I called the dealership. They said the horn worked when I bought the car not to worry; I bought the extended warranty. About a week later while driving to New Lenox the right front tire lost a lot of air pressure in less than a mile. I took the van in to service the horn, and they completed an inspection noting that the tires could blow out because they areactually passenger tires, the engine is from a salvage yard, and there are repairs needed (which is related to the rattle.) I did not have any repairs done or file a claim on the extended warranty because I cannot drive an unsafe car. I was not informed that the engine was a salvage part and was not noted on the Carfax report either. The actual miles on this engine are unknown. Arlington Heights Ford knew I was buying the van to drive across the country with my dogs and sold me a van that was unsafe to even drive off the lot. I was deceived into thinking I was buying a safe vehicle when, in fact, I was not.While not as relevant, but worth noting, the purchase price did not reflect a salvage engine. Other vans advertised similar year and milage are selling for about the same price. One more thing to note is the Carfax states work was done after my purchase but was in their possession. I was not made aware of these repairs.

  Business response

  05/28/2024

  We will make our best effort to resolve the issue.  I have spoken to **** and we are arranging to pick up the van.  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/24/2021 I purchased a 2018 **** Explorer. I was told that the vehicle had a 12month/12,000 **** Gold Star Warranty. Upon taking the vehicle to another dealer for service I was told that there was no warranty.I contacted Arlington Heights by email 7/29/2022, 7/30/2022, 8/03/2022 and 8/8/2022. I spoke to the used car manager by phone 8/08/2022. They keep telling me they are working on fixing the problem. On 8/17/2022 I contacted **** and there still is no warranty.

  Business response

  09/01/2022

  We were told by the ***************************** that it was registered.  We have sent all this information back in to **** as follow up and will communicate with the customer the same.

  Customer response

  09/08/2022

   
  Complaint: 17728971
  
  I am rejecting this response because:

   

  I first contacted Arlington Heights Ford 7/29/2022 because I took my vehicle in for service and was advised by another dealer there was no warranty.  The vehicle was sold to me as warranted. 

  It has taken Arlington Heights Ford almost two months to correct this. The warranty will expire 9/24/2022 and I now have only two weeks to arrange for service.
  

  In my original complaint I requested that the warranty be extended through 3/24/2023.
  
  Sincerely,
  
  ***************************

  Business response

  09/08/2022

  We can arrange to have your vehicle picked up at your home or work and drop off a rental to you so that we are able to get the work done prior to the 24th. Please let us know how soon we can get this arranged. 

  Customer response

  09/19/2022

   
  Complaint: 17728971
  
  I am rejecting this response because:

   

  I have taken my car to Arlington Heights Ford.  I do not wish to close the case until I know what the outcome is.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty for my new ******************* 2017. I Sold the **** and am owed a refund on the extended warranty that wasn't used. It is approximately $580 and I requested it via email on 02/09/2022. I've written repeatedly and called several times. Basically, I am told, "The check is in the mail".

  Business response

  03/24/2022

  CONTACTED ************** ON 3/23/22 , I HAD INCORRECT ADRESS FOR REFUND CHECK. TODAY WE ISSUED A NEW CHECK AND CUSTOMER IS SATISFIED AT THIS TIME. PLEASE CLOSE CASE AS OF 3/24/2022 .

  Customer response

  03/28/2022

   
  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,
  
  *******************

*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. ↩