Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So i wet to dealer for oil change, state inspection, tire rotation.. all went well until my trip home. Halfway home(20 miles) truck started smoking got off road and as soon as I started to slow down all dash lights lit up and I could hear motor knocking for how long I dont know called dealership they sent a tow after an argument 2 days later they say its all good. All they will do is lie to meIm old maybe they are trying to take advantage of me..Everyone Ive talked to (mechanics) say motor is toast. Everything online says motor is toastthey wont replace motor!!! So I now come to you for help please help

  Business response

  01/02/2025

  This vehicle is operating as designed. There are no symptoms of mechanical concern. At this time, there is no justification for an engine replacement. We have tried to have civil conversations with the customer however he becomes verbally abusive almost immediately and then hangs up the phone. 

  Customer response

  01/02/2025

   
  Complaint: 22752472
  
  I do not accept the business's response as a resolution to my complaint because: They are not being truthful with their response ... they told me from the beginning that they fully cleaned up the mess and redid the oil change..... the bottom of the truck is still covered with oil they didn't clean anything.... the braking system now reacts slowly (oil in the brakes) the motor knocks and ticks at startup... never has done before.... the truck has lost top end power... i have consulted multiple ASC certified mechanics and an insurance adjuster,  all agreeing the engine should be changed ( if not a new warranty for the motor should be written up )   all in all the truck has lost value and i have lost trust in the vehicle and they are at fault for this and are not taking any action to fix the situation , they have lied from the start and are continuing to do so now....
  
  Sincerely,
  
  ****** ******

  Business response

  01/06/2025

  We did not observe any symptoms in the engine that would warrant replacement. If that has changed, we are happy to inspect the vehicle. According to my Senior Master Certified technicians who are ASE certified, "oil in the brakes" after this type of incident is mechnically impossible. If the cleaning that was done is not sufficient, we are also happy to do some additional cleaning. Please reach out to our service manager, **** *******, at ********************************* to facilitate that. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************ 29DEC24, 1400 during check-in I presented a coupon for service discount, the discount was incremental based on the cost of the service. The service representative provided their email address for me to forward it for proof, I did so during check-in. Upon check-out I did not notice the discount was not there, I called and sent an email as soon as I got home at 1930. The message went unanswered. I called the next day and the service rep was not available. I called again the following day and the service manager was not available. From there I sent several follow up emails that went unanswered to the service rep. ** 31JAN24 I got the service rep on the phone. He offered that we could take money off my next service, I said I would not accept that option and I wanted a direct credit back to my card. He said he would go through the right channels and make it happen. It is now 14MAY24, I threatened to contact the BBB if I did not receive a refund. He then claimed he did not have an email. I said it was in the email chain he replied to and I shared the email with him again. He claimed the timestamp was after the service, I sent a snip with the circle timestamp of 1408, time during check-in. I do not know what time he was looking at. I have cc'd his manager at this point. 5 months I have been working on this simple request and adjustment.

  Customer response

  06/05/2024

  The business has refunded me the credit owed. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed a deposit on November 2021 for a super duty order as I was told they had a location and I would get me order. July 2022 I saw a super duty with the same specs as the one I ordered come in and asked when they ordered and was told after my order. I was told hang in there and I will get my order, so I did. Even though I saw other dealers getting the truck I ordered and pointed it out several times to my salesman. 2023 comes and I my order arrives to the dealer on 8/28. I was so excited to get it. They called me the day after, pushing for info on the xplan I had and negotiating the trade as they wanted it but they low balled me so much I was going to sell it to CarMax for 5k over what they offered (they kept trying to change the original deal and complains that the salesman took the order on a FORD X-plan and they disagreed with. As they were pressuring me for info I was trying to buy last minute items for my son who was starting shill the next day and had my water tank explode. I did my best to supply them the info they requested but it was constant pressure and they need another piece of info that was at my camp house 2 hrs away. So I drove 2 hrs got the requested info they requested, text it to them and was told it’s too late they sold it to someone else. By the way 2022 I purchased a F150 for my employee from them. I waited almost 2 years and dealt with the pains of chip and supply issues, being loyal and they couldn’t understand the day I was having and wait a few hours for the requested info??? I had accessories purchased that are past 30 days that cannot be returned and almost of 2 years of passed opportunities to purchase from another dealership (I sent my salesman a few truck stickers over the time that I cloud have bought but I was asked to hang in there). I cannot believe how badly I have been treated by this dealership and loss on opportunities to purchase my truck from another dealers at a better trade value as it would have been 1 year newer, then agreed to trade my truck in 5k less than its trade value at the end and they sold the truck from underneath me because they didn’t want to deal with the Ford X-plan and got more money from the truck!

  Business response

  09/01/2023

  *** ********* had a discount offer from Ford Motor Company that was only valid for his personal name. He wanted the vehicle to be registered and owned by his business. We let him know that it would not be possible to get the discount offer if the vehicle was going to go into his business name and was only valid for his personal name. This is not our policy, it is a Ford Motor Company policy. He told our staff that in that case he would be buying the vehicle in his personal name and would not register it but would instead sell it to his business on his own and then register it. If he were to do that, it would have resulted in Ford Motor Company charging the dealership over $5000 in discount and incentive chargebacks as they match the registrations with the sales reports. Our team attempted to find a resolution with ** ********* but unfortunately he became more and more aggressive with our sales management team and swore at them and hung up on them multiple times. Because we were unable to find common ground, we were forced to refrain from selling the vehicle to ** ********** 

  Customer response

  09/05/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:  Please refer to original attached sales agreement with signature from the dealer...Everything is in writing on how Bill D*** wrote the deal. If they needed to change it through me personally, I would have been ok with it. However, they wanted it through the business so they could get my trade vs me selling it outright. No matter what, the statement is not correct as I would have done the deal through me personally or through the company, as i stated to them.  Please note: All day they put pressure on me for info and changing directions, as stated by them "Another Curve Ball". I did explain to them that I was dealing with alot with the busted water tank and my son, as stated in the original email. However, they are using my shortness on the phone as an excuse and still ignore the situation. Through all this I still was able to provided them with everything. It makes me feel they tried their best to get me discourage from the deal and since I did not give up they pulled it.
  

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

  Business response

  09/05/2023

  We respectfully do not accept ** *********** response or recount of the circumstances surrounding this transaction. We don't believe it is in anyone's best interest to continue to discuss and instead suggest *** ********i exercise his rights to free market and consider purchasing a vehicle elsewhere. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spent some time contacting a number of dealerships to find a specific model and trim for my elderly parents, who needed a base model due to living on a fixed budget. We found that Bill Dube had one incoming soon, and we put a deposit down on it, with the promise from sales manager Anne that we would get a fair price for our trade, even giving us an estimate of $20k for a trade value based on a complete and accurate description (KBB trade-in value for our trade was $22k). Our new car arrived, and we drove the 90 minutes from our home in MA to pick it up. Once we got there and handed in our trade for a final valuation. Our salesman Darryl came back with an offer of $18500 for the car. I told him that we knew the car would be at least $25k on his lot, and asked why he was offering so little. He explained that he indeed expected to put the car on the lot for close to $26k, but he was only going to give us $18500 for the car because he knew it needed $1500 worth of work (new brakes , tires, couple of scratches), so we would likely be able to get around $21k for the car. However, he explained that if we didn't trade it to him, we would have two problems. First, if we left the lot without the trade-in, we would pay MA taxes on the full price of the new car, rather than the difference between the purchase and the trade. So he was reducing the amount he was offering for the trade by that amount. Second, we didn't have a new set of plates, and they were willing to bed that my elderly parents and I were not going to be willing to drive a 3-hour round trip to pick up the car. So given those, he was going to be offering us $2500 below the real value of the car. This was a simply astounding experience. The coldly calculated explanation of how they were stealing money from my parents, who are struggling to make ends meet as retirees in today's economy was simply mind-blowing. It didn't feel like anyone in the entire place had an ounce of human emotion.

  Business response

  05/02/2023

  On 4/20/23 **** ******** took physical delivery of the 2023 Toyota Corolla Cross.  The trade-in was " unseen" which means that we gave a rough idea without physically seeing, driving or inspecting the vehicle.   After inspection we provided a " seen" value of $19,000 which was accepted by **** ********.  We even offered to deliver the vehicle to his physical address in MA  at no charge if the value was not acceptable.   

  Customer response

  05/02/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: The fact that we were forced to accept an unfair value for our trade proves the point that this business is engaging in coercive and predatory business practices. When the trade value was presented, we were told that we had to accept this trade value, or we would be responsible for the full tax on the vehicle. Darryl made it clear that the dealer fully recognized the value of our trade-in, but opted to give us a lower value because they knew that we would be obliged to take whatever value they gave us because of the taxation difference. It's clear that if there were no question of taxes, we would have been given a higher value for the car. The dealer simply chose to offer us a lower value because they knew that we were from MA, a clear example of discriminatory and shameful business practice.
  
  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. ↩