Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 09/10/22, I bought a used 2016 ****** Tacoma from Capital **** in Lillington, **. I traded in this vehicle on 01/27/24 at *************************** in ******* on a new vehicle. When I purchased the ******, I also bought "Capital VIP Protection" for $398 and a "Triton Protect VSC" contract for $3,732. I believe that I am entitled to a refund of the unused portion of these, since I did trade in the vehicle and paid off the loan while time and mileage had not expired. Despite sending various paperwork, numerous calls, emails, and text messages, this dealership does not let me know when/if I will receive the reimbursement or the amount I will receive. I am sick of this.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday May 31st, we took our 2023 **** explorer to the service department at capital ford of lillington to have a steering issue looked at. We had to have our vehilce back since this is the only vehicle for us and they didn't have a loner. When we came back to pick up the vehilce, I noitced there was a very large crack in the windshield and there was never a chip or crack in the windshield when we dropped it off. Most dealerships have a fail safe for damages by taking pictures before any work is done to cover themselves in an event like this. Words were exhange with the service advisor and then he got the service manager ***** to come out and explain that they are not responsbile for the windshield as they did not crack the windshield. Was told from two different employees that one camera was out but was told two different ones and that they might not be able to see what happened. I had asked if they test drove my car but they said that they never did but my mileage is different than what they are saying. When addressing ***** about the mileage question he said idling the vehicle will make it go down. We live 14 miles from the dealership and had 110 miles to empty so I had 96 miles to E when I got to the dealership. When I picked it up it said 88 miles to empty and the 8 miles difference was from idling the vehicle. I did an experiment when I got home and noticed that when idling the vehilce for 30 minutes would take the miles to empty down 4 miles, so they had to of been idling my car for an hour to adress the steering issue but yet they didn't test drive it. I have been trying to get in contact with them espically the general manager but have failed to hear something about the damages they have caused on my vehicle.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This transaction took place 12/23/23, $348.32 was paid to Capital Ford Of Lillington. We took the vehicle in for an oil change and 3 new tires to be installed. Capital **** called asking if we would like an alignment check done, we advised would like that and to go ahead and do it if it needed to be done. My husband asked to see a print out of the alignment upon picking up the vehicle. My husband stated the following: " Toe on I believe the left front tire as well as camber on the right rear needed to be corrected. They only adjusted the toe on the front tire. When I asked why they only did that, the service advisor stated that was all that is done with an alignment. I have past experience with the automotive industry, working in 2 different **** dealerships as well as other shops and have never just did a toe only alignment. When I stated that to the service advisor she stated that its a management thing and that if we wanted camber to be adjusted it would be another type of alignment which simply isnt correct. Also when I went to get into the vehicle, there were finger prints all over the wheels as well as the lube dried and stuck to the wheels and tires. Also, when I opened the hood there was oil spilled on the strut tower brace and around where the oil fill cap is. Yes these last 2 things are just cosmetic, but why do they have no pride in their work?" This is not the first issue we have had with their dealership, and I am happy to give the details of the previous experiences we have had if needed. This latest experience, they have not tried to resolve it, they have not offered a refund, they have done nothing.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from here in October 2021. I drove 1+ hour to get there. When I arrived around 6, almost everyone was leaving but they showed my the vehicle and I was able to do a test drive. Since banks were closed, they told me they'd do everything with me on Friday over the phone and that I would get my vehicle delivered. Friday arrived and no one called or texted. I was trying to get a hold of anyone but no one was telling me anything. When someone finally answers, they told me everything was approved and that I would get my vehicle same day. I asked about warranty, what bank it was with, etc and no information was given to me. Vehicle isn't delivered on Friday either. On Saturday, I contacted them again but they said they were busy in the lobby taking care of customers. When the person helping me should've not been taking customers until they were able to process all of my paperwork. Finally the vehicle was delivered and I found out all my financing information when the delivery driver arrived. I called the dealership for explanation but they were in a rush and I kind of had to play the guessing game. 3 weeks passed by and they still hadn't sent me a copy of all of my paperwork and I had no account number or information to pay for my vehicle. I emailed and called multiple times but I either received no response or kept getting transferred. When someone finally answers almost a month later, it was actually the marketing/internet sales person, he asked everyone and was able to give me clarification: THAT MY PAPERWORK WAS NEVER PROCESSED. I then had to rush to the dealership to get everything fixed, just to get my credit ran AGAIN! Not only that, they forgot to give me my military incentive of $500. I'd like a check or refund for the $500 military incentive I never received, $150 spent in gas, and $200 for having to pay to fix my credit after being ran so many times, and $150 for all the trouble because this is UNACCEPTABLE.

  Business response

  06/02/2022

  This is the first time I have received any correspondence from the customer.  The customer purchased a 2014 Jeep Wrangler and Ford does not offer the $500 Military Rebate on anything but new Fords.  Unfortunately, I am not in the position to make any reimbursement.  Thank you.

  Customer response

  06/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I did not purchase a 2014 Jeep Wrangler, I purchased a 2012 Jeep Wrangler. I was told that There was a military incentive for Veteran’s Day and that since they had to re-do my paperwork as if I had just purchased the car, that they’d give me the $500. This was the person in the finance department.

  There is more to it than just the incentive. I had to take off to go to the dealership to fix everything and no one was answering my emails or calls. 

  Sincerely,
  
  ***** **** *****

  Business response

  06/02/2022

  I apologize... I typed 2014 and it was a 2012 Jeep.  As I said earlier, there are no rebates for used vehicles.  No one in management received any emails or calls about the issues brought up now.  Unfortunately, there is no refund to be made.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in April off 2021. I have not received the title for my car. The company provides zero updates on the status but rather ignores my emails or calls. I've wanted to sell my car since November but have been unable to because I don't have a title. That means I'm making unnecessary payments.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/29) */ We met with the customer on 3/29 and resolved the issue.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 ****** Camry on 1/31/22. First off the car wasn't clean, had no floor mats, the tire pressure light was on an it wasn't clean. I was told they would clean the car. So I waited for them to clean it and repaired the tire sensor. I paid cash for the car and they told me they would order new floor mats. They told me the tire sensor was fixed only to get into the car an it came back on. I had to call multiple times to get the floor mats ordered only to receive the front not the rear ones. I also now have to drive 40 minutes to the closest ****** dealership to get the tire sensor light fixed. I've also not received my license plate tags yet. I've call text ****,************ multiple times but they don't call me back. The whole dealership is a mess because the number you call all go to one voicemail who is ***********. When you call you never can get anyone to answer. I've asked to speak to the owner, the manager but they say they don't know who that is. Seriously? There has to be a manager?

  Business response

  04/20/2022

  Business Response /* (1000, 15, 2022/04/20) */ The customer's issues were all resolved. Thank you. Consumer Response /* (3000, 17, 2022/04/20) */ Company has gotten floor mats, license plate Business Response /* (4000, 19, 2022/04/20) */ The floormats and license plate were delivered to the customer.

*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. ↩