Complaints

• Initial Complaint

  12/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2024 I purchased a vehicle from Albemarle Ford in which I traded my vehicle that was paid off. About six weeks later, they informed me that they could not get me financed and I needed to return the vehicle. Because I was having mechanical issues with said vehicle, I had no issue with that. My expectation was that once they received there vehicle, they would compensate me for my trade in which they did not. The dealership SOLD my trade in and does not want to compensate me for it after getting there vehicle back. I've made several calls and texts only to receive the runaround.

  

  Business response

  12/17/2024

  We apologize that there has been a misunderstanding with Mr. ********** dealings with our Business.  Certainly not our intentions. I will go ahead and review Mr. ********** deal and connect with him directly so that we may find a way to resolve his concerns. 

  Thank you.

  ***** ******

  Albemarle Ford

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

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2013 Ford Mustang Boss 302 from this **** dealership while it was under different ownership. The advertisement included a Carfax that showed the car had never been in any accidents or had any damage. I found out recently that this wasn't true and the car had been in an accident. It was revealed on a different car report from Autocheck. This leads me to wonder to what extent this dealer was being truthful in divulging the true history of the car. It just seems implausible that this car would have gone through the dealership's inspection process and the repairs wouldn't have been discovered. This is an actual **** dealership, not some mom & pop used car lot. It would make sense to me that the dealership would choose not to reveal any damage since it didn't show on the Carfax. That allowed them to command a higher sale price. I certainly paid a premium for this car based on the belief it was accident free. There is nothing on the agreement I signed mentioning an *********** a perfect world, the dealership would just take the car back and return my money. I would never have bought this car had I known it was in an accident. If that's not possible, then I believe to make it right the dealer would have to compensate for the thousands of dollars in lost value due to the car having been wrecked. I've tried to sell this car and no one wants it once I tell them it has was in an accident. People that buy specialty cars like a Boss Mustang want them in pristine unwrecked condition. I know that I certainly wanted that when I bought the car. I'm truly disappointed.

  

  Business response

  09/30/2024

  Good morning ***** - 

  Thanks for your feedback.  I hate that it wasn't a pleasant one.  Please reach out to me directly.  Let me see what I can do for you.  We're are under different Ownership and Management.  I do believe you still have much desired car.  

  I will be in touch.

   

  Thank you.

  ***** ******

  Albemarle Ford

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

  Customer response

  10/10/2024

   
  I am rejecting this response because:

   

  I'm responding to the original claim as I do not wish for it to be closed at this time. I called the dealership in response to the reply that had been left by ***** *****. So far, we have not been able to come to a satisfactory resolution. Initially he mentioned that he would attempt to find a buyer at "retail" but gave no specifics on how he defined retail. When I did reconnect with him on a follow up call, he mentioned he had a potential buyer. The offer was at $30,000. That is not my definition of retail. I paid over $38,000 for the car, and during my time of ownership, it's only gone from around 12.4k miles to just a little over 15k miles. These cars tend to hold their value given their limited production and despite a dip in the overall used car market, the demand and value of Boss Mustangs has stayed relatively consistent. As a means to prove my point, I texted later that I was willing to let the dealership acquire a different Boss Mustang of comparable miles and condtition without any accidents and merely swap titles. I have yet to receive a response to this offer and don't really antipicate one. I think at this point, I would be willing to call it a day at $5000 returned to me. I don't view that as the dealership losing money, but rather them returning money they were never entitled to from the getgo given the true history of the car. I could have had and could still have an unwrecked example for around the amount I paid. 

   

  **** ******

   

  
  

  

  Business response

  10/16/2024

  Thanks Mr. ****** for your continued dialogue.  Per our conversation.  I have made a second offer for your Mustang in the amount of $32,000.  This is in effort to address your concerns.  As you stated in your previous communication. The market has changed.  This vehicle has been in your possession for over 2 years.  You did get some use of it.  We believe that the dealership did not do anything wrong nor deceitful.  The CARFAX appears to be clean.  Again, in effort to appease you, our offer is firm at $32,000.  Please let me know within the next 72 hours if this will work.  Please reach out to me directly.  You have my direct contact information.

  Thank you.

  ***** ******

  Albemarle Ford

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

  Customer response

  10/16/2024

   
  I am rejecting this response because:

  It's clear to me that Mr. ****** has little interest in making a sincere effort to make things right. It's simply not possible to go out and buy a replacement 2013 Ford Mustang Boss, one with only ****** miles, a clean title, and has never been wrecked or damaged for only $32k. It's not even close. 

   

  
  

  

  Business response

  10/17/2024

  I'm sorry to hear that Mr. ****** feels I am not being reasonable.  I assure you that I am trying to satisfy Mr. ****** or I wouldn't have made any effort at all.  There are two points that I want to share with Mr. ****** 1.) The amount of damage required to reach a threshold for disclosure is over 25% of the fair market value at the time of sale.  Based on what Mr. ****** shared with me, I don't believe that the damage discussed with me would have met that threshold. However, if at the time of sale there was knowledge of the damage, it would have been disclosed to Mr. ****** in accordance with the policy we have here at the dealership.
  2.) While the vehicle hasn't been driven a lot, depreciation happens as a result of both mileage and time.  According to the research I did through third party sites on ******* vehicles typically depreciate 20% when they are driven off the lot and an additional 15% per year after that.  By that method, Mr. ******** car would have depreciated over $10,000 by now, which would make the offer I've provided more than fair.
  

  I'd appreciate the opportunity to have a phone conversation with Mr. ****** to discuss any evidence of how much the damage might have been.  I think I've been fair based on the information provided by Mr. ****** but I'm open to an additional conversation and open to any other information he can provide. 
  

  - ***** ******

  Albemarle Ford

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

  Customer response

  10/22/2024

   
  Unfortunately we haven't been able to find a solution that is both satisfactory to myself and Mr. ******* Just for the sake of exploring all options, I submitted a report with the ***** to see if they'd be willing to mediate.
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2015 Mustang GT with only ***** miles on it at Albemarle Ford, in Albemarle, **. When we finalized the paperwork, it still took more than a week for us to be able to pick the car up, because it needed to be inspected, cleaned, etc. When we finally were able to take the car home, on Friday evening, it was back at the dealership service department on Sunday by 3:00 due to 4th gear transmission issue and speed sensor being bad. After multiple phone calls, and the service department having the car over 4 weeks, we were told that their transmission mechanic quit and they were waiting on another mechanic. We were never informed of this, the car was 1/2 torn apart, so we had wait on them to get another mechanic. They said they replaced those parts, but when they finally called to tell us it was ready, we could barely drive the car home, due to the exact same problems. We called the service department back immediately. We were asked if we were getting on the car, as if we had something to do with the sensor or transmission issue. We also requested paperwork showing what work was done and what parts were replaced, which were all under a 3 month/3000 mile warranty. However, no paperwork or any attempt has been made by any managers to contact us back. It's my opinion that nothing was replaced, they just put the car back together and told us to come get it, because the car had the identical problems, that we took it back in for. The only resolution to this would be for them to get a brand new transmission, give us our money back ( including down payment), or allow us to take it to another reputable **** Dealership, as I no longer trust Albemarle Ford to do any work, and have the bill sent to Albemarle Ford.

  

  Business response

  07/08/2024

  Thanks for making me aware there is an issue with your car.  Let me know when it is convenient for us to meet ********************.  Check your schedule and let me know. Per our conversations last week...I am here to help. I look forward to hearing back from you.

  Thanks,

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

  Albemarle Ford

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have ask them 2 to 3 times too fix my front bumper an I came up there today too get it an all they did was pop in a bumper s**** but they did not pop the front bumper back in place an I just want this resolved without going too court cause you can see the clips in the pic of the area which it seems like an easy fix but the albemarle ford is not doing there job correctly which he ***** the guy who sold it to me would have it fixed an it is not fix by any means. I traded mine 2023 ***** Civic with less then 5k Miles for this 2022 ****** Venza which this one as 44k miles so I don't understand why they can not fix a easy task please help.

  

  Business response

  05/02/2024

  Thanks for allowing me to rectify the issue.  This problem has been resolved.  I spoke to ******************** and all has been resolved.  Thank you. ***********************

   

  Customer response

  05/07/2024

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

  I was able too get my problem resolved with albemarle ford company they contacted me by phone an the owner is willing too work with me an if I can *** this be closed for resolved my complaint? 

   

  **************************;

  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/11/23 I purchased a **** F150 Lariat truck from Albemarle Ford. The window sticker and badging on the truck stated it was a Lariat as well as all the papers that were signed with the dealership. I later found out during trying to trade the vehicle that it was actually an XLT, a cheaper model truck according to the *** than what I was told upon purchasing. also someone had changed out the trucks badging on the side of the truck to make it look like a lariat but the vin number tells the truth that it is actually a **** XLT. I contacted the dealership and they said they would try to find me something else at the auction . I have given them two weeks at the auction and nothing has come of it not to mention they don't call when they say they will keep you informed I have plenty of text to prove that also I asked them to buy it back at the price I paid and reimburse me what I have paid on it and my down payment since I can not get the truck that I traded in on it back . this whole thing is illegal. It's fraud and misrepresentation of what I thought I was buying I wouldn't have bought it knowing it was not a lariat and the salesman knew this. He called me and told me to come take a look at this truck that he had, a lariat at the dealership that I might be interested in looking at, so I drove from ********, ** to their dealership to look at it everything I saw said ****** so I purchased it under that misrepresentation and then the contact states ****** also which is fraud. An extended warranty was also part of the deal upon purchasing the truck which took over a month to receive after several calls and trips back to the dealership and a 3 1/2 wait with and appointment to have the truck certified they said they had to do for the warranty and no one ever checked the vin number during everything I just told you from start to finish. they definitely knew what they where doing misrepresenting the truck and commenting fraud

  

  Business response

  03/08/2024

  Thanks for the opportunity to take care of our client, ********************. 
  After thorough review of the deal made we discovered that nothing was done deliberately nor deceitful.  
  Our dealership took this truck in on trade under false representation, then it was sold to ******************** in the same way. 
  While our clients dont have the responsibility to conduct business by the rules, our business does operate by the rules and laws. We made the decision to make this right with ********************. 
  ******************** took delivery of his new **** F-150 Tremor on 3/04/2024.
  Thanks again,
  **********************; 

   

   

  Customer response

  03/11/2024

   
  I am rejecting this response because:
  **** trying to cancel the extended warranty that was part of the original agreement for the purchase of the 2020 f150 and that I spent several trips and hours for them to get it certified so I could get the warranty the warranty that was handed to me almost two months later after truck was purchased was never paid for or activated by the dealership that was supposed to be part of the sale and I have several witnesses to this agreement and I have a worthless warranty contract in my hands the dealership handed me so since they never did what they where supposed to do the warranty price was $1800 dollars so that is what I will be going after to make all this mess right  I tried going to dealership to meet owner he said at first he would be there then said he had a game to go to but should be able to get there I got there at 10am to 1:45 never saw him or heard from him I left him a copy of warranty and have not heard back asof 12:20pm and yes I did get another truck from them with $176 more dollars a month payment than I was paying  

  

  Business response

  03/11/2024

  Thanks for your response *******.  We will continue to do our best to address your concerns as they present themselves.  I realize that we may not find a way to satisfied you 100% but we will certainly do our best.  You were happy on March, 4th.  Now you made me aware of another concern of yours.  I will review and make a decision.  Thanks, Again. 

  You have my number.  You can reach me anytime. 

  Customer response

  03/12/2024

   
  I am rejecting this response because:
  I am waiting on this to be resolved I have not received any answer on how this will be resolved as of yet. I text the owner and he said he was working on it and he would get back with me on Friday will see what happens then 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in March of 2022 and it has been in the shop multiple times and one of them being long term.From issues with the oil, to engine failure, to recalls, to we cant replicate the problem Im paying a car payment monthly for a car that turns off in the middle of driving, that the screen and locks spaz out and become uncontrollable at times, to shaking violently while idling and more. But the dealership prior to this business couldnt help me, and the **** by back program wont even buy it back due to all the issues with the car. The now dealership- states they cant replicate the issues so they cant fix them. Even having proof with video, if its not there happening they cant do anything about it. Which, if my car turns off and wont turn back on I cant get it there. (Etc) so Im stuck with a car thats been in the shop for quite some time since I bought it wasting money and cant get it fixed. Im literally at a loss on what to do. I cant go out and buy another car unless this one is bought. So Im paying for a car that just has to sit or be drove and face any consequences of the issues its having and being completely ignored by the dealership with my concerns. Its not safe to drive. I have children. Putting them at harm in this vehicle is scary. We only drive it when we absolutely have to. I still have four years to pay on it. We just desperately need help.

  

  Business response

  08/21/2023

  Thanks for providing this information.  We are now under New Ownership/Management.  We are in contact with ****************************  We have a meeting scheduled for August 24, 2023.  Once I meet with ************, I will provide feedback as to what our resolution is.  

   

  Thank you.

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

  Albemarle Ford

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May20th,2023 - we purchased a 2021 ********** GTI from Albemarle Ford. The car's advertised price was $25,777. In looking at the car, we asked the sales associate if there was any manufacturers warranty left on the car. He looked up the info on the ********** site and told us there was still a ***** mile warranty left on the car. He also told us that there was 3 month, ***** mile warranty we could get from the dealership. We told him that wouldn't be something we could use because we live 2 hours away and couldn't drop the car off if something happened to it. He said then it probably wouldn't make sense for us to get it.We decided to purchase the car and put $10,000 down in cash on it. The finance officer didn't go through any of the line items or final numbers with us, he just put the papers in front of us and had us sign. When we saw a final price of $29,554.15 - we thought that was high, but assumed it must have been for finance charges and taxes, ********************* However, when we got home and went through the numbers, we noticed that there was a discrepancy of $1,995.When we called the dealership to ask about this, we were told that we were charged for the "Albemarle Promise". When we asked what that was, they told us it was the 3 month, ***** mile warranty! When we shared with them that we had stated multiple times we didn't want that and that we would like our $1,995 refunded, the general manager said he would speak to the owner about it. It is now 2 months later and we have tried to reach out to the dealer multiple times. We have been unsuccessful in being able to speak to anyone or have had anyone reach out to us. The sales associate did phone us 2 weeks ago and said he would try to talk with the new sales manager, but we STILL haven't heard anything back. We feel we were taken advantage of and would like our $1,995 refunded.

  

  Business response

  07/24/2023

  Good afternoon - 

  I have connected with *****************  Our agreement is to reimburse him the full amount.  $1,995 is coming back to **************** in a check.  **************** is happy with that arrangement.  Thank you. ***********************

  Albemarle CDJR

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

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

  Customer response

  07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They were extremely helpful in resolving the matter promptly once they were notified. We are very thankful for their integrity in this matter!
  
  Thank you. 
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business in question sold us a vehicle under false pretense and withheld vital information regarding the tag and insurance from the **** and Co ****

  

  Business response

  01/27/2023

  Thanks for making me aware of this issue.  I am meeting with our client monday 01/30/23 so that we may resolve this issue.  Again, meeting with our client ************************* monday 01/30/23.  

  Thank you.

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

  Albemarle CDJR

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

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

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a vehicle from this dealership may of 2022, 1 week after purchase we noticed the transmission having issues, we took it back to them 4 times within 5 months to have the issue resolved, we dropped the vehicle off Nov 28 for them to fix the transmission, since the day we dropped the vehicle off we have been without a loaner or rental car and it's been almost a month. Also I have now been informed that the transmission had been rebuilt in December of 2020 and this information was not disclosed to me at time of purchase.

  

  Business response

  12/27/2022

  Good Afternoon, This is ***** the Fixed operations director here at Joe Maus Ford. I am aware of this situation with this customer. The customer bought the vehicle in May 2022, and the vehicle was brought back in July 2022 for a transmission issue. Customer had stated that the vehicles CEL was on and tech found a broken piece on the vehicle. tech test drove vehicle and could not duplicate concern. They then returned November 2022, the tech performed a PCM reprogram and relearn on the transmission, resulting in the customer needing to drive the vehicle for it to relearn their driving habits and was told to drive 100+ miles then return if problem persists. Vehicle was dropped off on 11/29/22 for transmission wouldn't shift smoothly and while driving it wouldn't shift to second gear. Customer stated that the vehicle was almost going crawling speed. Unfortunately the customer does not have an extended warranty on the vehicle, but due to a previous repair prior to their purchase, we were able to get Service Part warranty to cover this repair. Unfortunately that meant the vehicles transmission had to be torn down to find point of failure and in order for SPW to cover. Unfortunately we do not offer a loaner program and service parts warranty does not cover a rental. But I did offer the customer to use our parts vehicle over Christmas so they could go out of town, however, their destination out of town had heavy snowfall and couldn't make it out of town. Believe me Joe Maus Ford is doing everything in our power to get our customers vehicle back to them in a timely manner as possible. Transmission is being put back together December 27, 2022 into the vehicle. If there are any more questions or concerns, please feel free to reach back out to me. 

  Sincerely 

  *************************;

  Fixed Operations Director Joe Maus Ford. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19/22 I signed a purchase for a 2013 ******* Veloster. I was told that I would shortly receive an actual plate. 30 days past , I do not see a plate. I was told the leinholders had not signed this title over to *************** via an employee there. This vehicle was sold to me without *************** having necessary paperwork to then transfer the car to me. Ive suffered tremendously since buying this vehicle : the battery wires were cut , the car died on me several times before while driving , Ive taken it to *************** to be inspected to be told nothings wrong with it . Ive suffered monetarily and emotionally because of the vehicle. Ive been stopped by police and harassed because they arent suppose to be giving me three temporary tags . The *** number was coming up to another name and then some. I was told to take my vehicle back and have them sort it out- I call to do so and everything is magically sorted out . I was throughly embarrassed and shook. Their service department told me the reason for the battery was my fault : because I left a light on only to find out the battery sensor wires were cut. I was never told about the title issue and they didnt know either 30 days in as per quoted by ***** there . They want to buy my car back and be done with me as they told my husband but that leaves me with no car and my credit score is shot 100 points !

  

  Business response

  06/28/2022

  ********************* was explained what had happened regarding her tag . We offered to buy the car back because she was so unhappy not to get rid of her. We did nothing wrong here and have done nothing but try to assist her. Her battery was draining because the daytime lights were left on, this vehicle did not come with automated lights. We have been nothing but professional and courteous with *********************. The car is running fine and she will have her tag once DMV releases it.

  Customer response

  06/28/2022

   
  Complaint: 17490463
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************  

   

  this is the reason my battery was draining not because of lights. The car has nothing but trouble since I got it . Buying the car back has no positive regard to me considering the emotional and monetary damages comes from the vehicle Ive experienced. 

   

   

  

  Business response

  06/28/2022

  ********************* has her tag as of 1:00 P.M. today. She caused her battery to go bad due to her keeping the daytime running lights that were kept on. The wire she is speaking of was an aftermarket alarm that was disconnected and has no bearing on the battery. We have done all we are doing regarding this matter the car is in good running condition and she has her tag. Thank you

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