Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Walt Sweeney last November. The car is a safety hazard and has had countless breakdowns since buying it, along with improperly done work at Walt Sweeney service center. I am in the process of working with the **** ******** ******* to get a resolution. I have attempted to collect all my service records and their certified checklist they used prior to selling the car. I have emailed J**** in sales. No response. I have called J**** J**** in sales, no response. I have called and left voicemails with Walt himself, no response. J**** gave me my sales contract but stop responding after I requested records, she even hung up the phone on me! This company refuses to answer my questions as a customer and give me my documentation. I simply need ALL the requested documents so I can proceed.

  Business response

  10/16/2024

  To whom it may concern:

  This is the second BBB complaint related to the same vehicle/customer. Previous case number = ********. The Customer is attempting another complaint, but through a different name (please notice her email is different than the name on the complaint). We have answered all of the customers questions and provided whatever documents requested in the past, but the customer continues to call and email multiple people throughout the dealership demanding things (in a harassing manner). The customer recently had her parents call into the dealership and did nothing but swear at us. This customer also had repairs done at her own service garage, ****** ********** *** ****** in between us servicing her vehicle. Most of this was detailed in the last case, so hopefully you can refer to that case without me having to go too much in detail. 

   

  Thank you,
  Walt 

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  I requested all prior service records and the certified checklist that was used to inspect my vehicle prior to purchase. I have not received it and have had received zero communication. I have not harassed anyone, just have contacted trying to receive the documents I am requesting. There are 2 names on the car, my last complaint was never settled due to Walt Sweeney claiming I was not a customer. The fact that was brought up furthermore proves my point that they find any reason they can to not complete any requests. It’s been made quite clear, they know both names on the vehicle. 

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  Regards,
  
  ******* *******
  

  Business response

  10/28/2024

  repair orders added

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -11/2/2023: purchased vehicle as “certified used” and purchased an extended warranty - 3/28/24: car breaks down, needs a new belt tensioner. Claims a bolt had snapped and broke it. $2,133.46 in damages. -5/31/24: car breaks down again. Called towing service and asked twice if it was covered under warranty. He proceeded to say yes and would only tow to the dealership. The dealership proceeded to charge $150 for a tow bill, even though my warranty covers tows. Apparently because I didn’t “call the right number.” The car needs a new battery and alternator, which requires removal of the serpentine belt. -The day I picked up, the car smelled like burned plastic; I was assured it was just something burning off from fixing it. Car begins acting funny 4 days after pick up. -6/17/24: get car into new mechanic. He says the improperly put on the serpentine belt, causing it to melt and blister and it broke the new belt tensioner. It’s also leaking oil into my coil packs and spark plugs. Those needed to be replaced. It is leaking from the valve gaskets, a warrantied part. They also resealed them when working on it, without informing me whatsoever that they did so. They knew they were leaking and did not notify me. -start contacting dealership on 6/19/24, I called 3 times, leaving voicemails. They finally picked up and denied any involvement of the belt and stated I needed to pay another diagnostic fee for their improper work. -Eventually, I was told to go ahead and go to the same mechanic and they will reimburse and honor my rental contract. I have now called 3 times and left voicemails and no one will return my calls and honor that statement. I have now missed roughly 10 days of work for this vehicle and they have refused to even speak to me about the issue or honor their contract.

  Business response

  07/19/2024

  In reference to the above case #, I do not show any vehicle listed under ******* ********* in our system. If you have any other information you can send to me, I will then look into the complaint.
  
  Thank you,
  
  Judy
  
   
  
  Judy A. Mitchell
  
  Mgr. Customer Relations
  
  Walt Sweeney Ford

  Service Department

  Customer response

  07/26/2024

  ******** ******* is the other name on the contract (co signer hope that helps

  Business response

  07/29/2024

  As I was unable to find a ******* ********* in our system, I then found out the vehicle is listed under ******* *******. 
  
  One of our salespeople has paid out of his own pocked $2,446.59 to help her. Then she started going off on him because he refused to help her anymore with things she kept coming back with. This is a 2010 vehicle and I believe bought as is but we have continued to help her. We cannot certify a vehicle more than a year out from when we receive it and especially a 2010. On June 3rd, we replaced her battery and alternator at no cost to her as the sales person paid for it.

  From my understanding with the advisor, work that has been completed at ***** ********** *** ****** has been reimbursed for his work by the warranty company.
  
  I don't know what more we can do as we have gone above and beyond to help her and feel this case should be closed.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempted to purchase a vehicle and the service was absolutely horrendous. I signed a contract for a 2021 Mustang but due to not having the letter from my attorney to purchase I had to return the car until I got court permission due to our chapter 13 bankruptcy. I did that and received the letter and attempted to repurchase a vehicle and they pushed me out of the mustang that they still had and attempted to sell me a vehicle that was worth half the money but charged me the same ammount. after questioning the sale they told me they no longer were going to do business with me and now I am out of a vehicle after passing up several other deals that are no longer available.

  Business response

  02/16/2024

  ******* ***** called into to our dealership looking for financing as he was in his third bankruptcy. ******* has twice, happily left our dealership in a car and a truck. Both times, ******* called back the next day and voluntarily returned both vehicles due to some personal preference. The third time he wanted to put $0 money down which made financing him on the vehicles of his choice very difficult. We told ******* it would be best if we went our separate ways. We appreciate the opportunity. 

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  At no time did ******* return the vehicles willingly with exception of the 2015 ram.  that was due to the hole in the body of the truck that required body work to be done. The mustang was returned at the request of the dealer due to waiting for the Motion to Incur debt letter from the trustee which I paid 300 to my lawyer to initiate   that took 3 weeks.. 0 down was great but at NO time did I ever say that i required 0 down  I had the 1500 down that was used for the mustang the first time the dealer returned.  They have told lies in this situation and the person that I had worked with treated us like we were garbage  his name was ****** *. All I asked for was a decent deal and they kept feeding me stuff like the 2015 silverado that the tires on would fail DOT inspection with out a doubt.  the motor was modified and parts missing. I do believe I had a right to be skeptical.
  

  
  Regards,
  
  ******* *****
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** **** **** on 7-20-22. for approximately $29,000. My husband was with me and we was told it was part of a buy back program due to a tailgate issue, but it had a clean title. I have learned this is incorrect. in the end of October, 2022 while returning home after stopping for gas, while getting back on the freeway, I started getting dash notifications that the cruise would not work. Knowing the car was still under warranty, I took it to ***** Ford for diagnosing. ***** took the front end of the vehicle apart, i was advised that the grill shutters were broken off which cases the cruise module to not work and that this had been caused by a front end accident. This accident was not disclosed to me at purchase. They gave me an estimate of approximately $3500 to fix the vehicle. I called Walt Sweeney. He claimed he did not know about an accident. He had the vehicle picked up from ***** Ford and performed approximately $886 in repairs which he claimed fixed the vehicle. I have again been having electrical problems and asked Walt Sweeney to buy the vehicle back. I went to his dealership to have them quote a price. They gave me a lowball offer of $14000 claiming it is due to the vehicle being in an accident. I believe the dealer knew it had been in an accident and failed to disclose this. I simply want to get rid of this vehicle now and recoup my funds.

  Business response

  12/28/2023

  **** ***** claims she was unaware of the title not having any marks/brands. Please see attached documents showing **** ******* signature on the buyers guide stating she was aware the vehicle would be marked "Ford Buyback." There was a minor accident that Walt Sweeney Ford was unaware of at the time. When **** ***** brought this to our attention, we completed all body/service work at no charge to **** *****. **** ***** has since put approximately 20,000 miles on her vehicle since the time of purchase approximately a year and a half ago. Any repairs that might be needed would not be related to anything we did 20,000 miles previously, nor should Walt Sweeney Ford be responsible. The offer we gave to **** ***** to purchase the vehicle was based off vehicle and market conditions. We gave **** ***** what we believed to be a reasonable offer good for approximately 10 days, which has now past.  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a van from this dealership and have had nothing but problems. The van needs major repairs every few months and has cost me so much money. The van is under warranty and every time I've had to take it in for repairs the dealership acts like they aren't aware of my warranty, so they charge me directly, only for me to have to file a dispute to have the warranty reimburse me after the fact. One instance where I had to have the van repaired I described what I believed the problem to be based on what another mechanic shop had told me and they never found the problem but the very next time I had the van brought to them, they discovered the missing components that I had warned about previously. The negligence they showed during that previous repair put unnecessary wear and tear on my vehicle until the time they finally addressed the issue. I haven't even driven the car 20,000 miles since I've purchased it and I've already had it in the shop 3 or 4 times to address MAJOR repairs. I need this business to repair ALL major issues with the van at no cost to me as these should be covered with my warranty.

  Business response

  09/28/2023

  THE CUSTOMER PURCHASED THIS VEHICLE BACK IN JULY OF 22. IN OCTOBER THE WORK HE HAD DONE WAS COVERED BY HIS WARRANTY. IN MARCH OF 23 HE HAD AN OIL CHANGE WHICH IS GENERAL MAINTENANCE. IN JUNE OF 23 HIS WARRANTY PAID FOR THE WORK DONE. HE ALSOHAD FRONT BRAKE PADS & ROTORS DONE WHICH IS CONSIDERED GENERAL MAINTENANCE THEREFORE NOT COVERED BY WARRANTY. HE ALSO HAD AN OIL CHANGE THE SAME DATE WHICH IS CONSIDERED GENERAL MAINTENANCE.

  THEREFORE, ALL THE WORK WE HAVE DONE WAS COVERED. THE CUSTOMER DID DECLINE SOME OTHER WORK AND DIAGNOSIS.  PERHAPS, HE HAS TAKEN HIS VEHICLE TO A DODGE DEALER SINCE HE LIVES FAR AWAY FROM US. THEREFORE, WE DO NOT OWE THIS CUSTOMER ANY MONEY SINCE THE WARRANTY COVERED THE WORK WE DID.

   

  THANK YOU.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 9 my daughter and I called the dealership and spoke to Bryson. We explain to him that we were preapproved and we told him the car we want it. We told him not to run our credit through any other bank! We gave him our preapproval Number and name of the bank! He said he understood that he was not to run our credit through any other bank. The next day we began getting alerts that our credit had been ran through several different banks. When we called to inquire with Bryson about it he told us John did it ! John is some kind of finance manager. Not John Sweeney! I told him they did not have our permission to run our credit through those banks and he said Bryson did not tell him. He also told me I am making too big a deal out of it when I said we did not want all of those dings on our credit report! It was very rude! I asked them to have it removed from our credit reports and they said they could not! We told them what car we want it before they ran the credit. They knew the bank we were using/preapproved for. Only to be told later they could not sell us the car because of the bank we were using does not do buyback cars! This is something they knew before they ran our credit. After all this is their business and they know their inventory and the banks they advertise on their site and what the banks will and will not allow. So they ran our credit through all of these banks for no reason! They would not assist it having the dings removed from our credit report‘s.

  Business response

  08/29/2023

  I am attaching all communications and activity notes for **** *****. We were completely transparent about our process. It seems that mother and daughter may not have been communicating with each other as ****** concern was her temporary drivers license and the ability to test drive the vehicle. **** came in and drove the vehicle after her mother stated concerns about credit being run. We cannot offer rates and payments without running credit and this is disclosed prior to inquiries. 

  7/9/23 12:36PM
  Notes: called in this morning with questions about the vehicle and price - wants a discount - told her internet is best price but may be able to take it down to 38K plus TTF - customer showed up at the dealership with her Dad today at 1230 - won't test drive it - wants her mom to come here next because mom is buying it? - gave her the key to tour the interior of the vehicle - has my info via cell - not sure when she's coming back in
  
  7/9/23 2:09PM
  Notes: mom + daughter called in to do a credit app - 5K down - cap1
  
  7/9/23 2:42PM
  Notes: got them approved - just need to confirm appt - **** will text me via cell to confirm a time tomorrow
  
  7/9/23 7:28PM
  Notes: Customer called my cell a few hours ago upset her credit was ran multiple times instead of being sent only to Cap1 - tried to explain we're simply trying to get her the best rate possible - talked her down but customer is still pretty upset about it
  
  7/10/23 9:31AM
  Phone Call: appt 4:00 pm - monday
  said working w bryson
  
  7/10/23 9:32AM
  Outbound TXT from Mike M******: ****, here is our info. Walt Sweeney Ford, 5400 Glenway Avenue, Cincinnati, OH 45238.  Ask for my manager John B. when you arrive today at 4:00pm. Thanks again, Mike (Sent using ###-###-####)
  
  7/10/23 1:17PM
  Notes: not coming in because mom said someone lied to them about pulling their credit
  
  7/10/23 1:56PM
  Incoming TXT from **** *****: Hello, I just wanted to give the heads up I currently have my temps ahead of time. Would this be a problem
  
  7/10/23 7:03PM
  Notes Appointment Show: test drove went over credit info with jb didn't have all of rav info

   

  Customer response

  09/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. my daughter and I communicate perfectly! On July 9 my daughter called to ask what the best price the car could be sold for. We had already taken the car for a test drive on July 7. John Sweeney gave us the keys. On July 9 we called, Bryson answered, *** ****** when he was not there. We told him what we want it. He took our preapproval information from ******* *** and said he would call us back. We called him back immediately to confirm he was only using the preapproval from ******* ***. He said yes. Why would we have preapproved if we want it to have our credit ran through other banks! We never signed anything giving permission for our credit to be ran through those banks! The next day I called, spoke to Bryson. He said he did not know John the finance manager was going to run our credit through all those banks. He apologized. Then I spoke to John, told him what Bryson said, he said Bryson threw him under the bus and would not be working with us anymore. John was mad because I wanted the inquiries off of our credit. Also I was not by the car I was cosigning. The dealership knows this because we spoke about who’s name will be on the top of the loan. The dealership and I did communicate for a few more days. We were hoping they would do the right thing about the credit and the car. I’m not sure why all the deception is going on! All we asked was for you to make you’re wrong right with a letter stating the truth! That we only wanted to use ******* *** the bank we were preapproved for. Bryson and Jay know the truth. Well just tell the truth. Give us a letter stating you guys did not have her permission to run our credit through those bangs and let this be over.
  
  Regards,
  
  ********* *****
  

  Business response

  12/05/2023

  I have been in touch with both ********* (mother) and **** (daughter) in regards to this situation. They requested we write a letter on their behalf in order to get the credit inquiries removed from both of their credit bureaus. We drafted a letter and mailed it to ********* so she can send it in to the respective credit bureaus to get their desired solution.  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The absolute worst dealer I’ve ever encountered! Sold me a complete piece of junk 4 months ago 08/21/22 (though they did a great job of temporarily hiding the issues it had). Dangerously bad brake pads and rotors, bad/leaking struts, leaking roof which has caused damage to the inside of the car and damaged tie rods which has to be fixed before I can even get an alignment. I’ve called them for months trying to discuss the poor warranty they sold me as well as see if they were willing to do anything to help out with the issues (as multiple mechanics have confirmed the issues were known by the dealer upon sell and couldn’t be something that happened in the short time I’ve owned it). However they refuse to return my calls, emails, or voice mails. I WOULD NEVER OFFER THIS COMPANY MY BUSINESS AGAIN AND ENCOURAGE OTHERS TO REFRAIN AS WELL! This by far has been the worst car buying experience ever!

  Business response

  12/22/2022

  Antwan purchased this **** **** ****** with 172k miles on August 21, 2002 with full knowledge the vehicle was sold "AS-IS." Please see attached documents showing *** ****** signature on "AS-IS" documents clearly stating that our dealership assumes no responsibility. The vehicle was inspected by a third party auto repair shop prior to sale. Please see attached for inspection and repairs performed prior to sale. Walt Sweeney Ford has been in contact with the customer, but chose to cut off communications due to *** ****** aggressive and rude nature in talking with our employees. 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has caused me to lose out on days of work over lack of communication, work that I rely on to pay the bills for my life and the car I had purchased from them, they had even went as far as to tell me to come pick the car up, where I had then waited for two hours before just being told my part was 3-4 days out and this was never made known to me at any point during my service and I had even texted my advisor to ask about my car I never received an answer, I called 3 times, that's when I was told "were buttoning your car up for you it's about to be done" just for me to show up to pick up the car wait for two hours and now recive my vehicle, I had also for one month drove with the wrong registration that wasn't for my vehicle and they had also neglected to give me a title both of which are jailable offences and can get my car impounded, everything about them is unprofessional and I feel I deserve something more than just a sorry, some sort of justice has to be done about this! And the guys registration I had, his vehicle got impounded by police because he had the wrong title and no registration I'm not the only person please look into this business it's very negligent of people's very own lovely hoods their vehicles.

  Business response

  05/11/2022

  i REACHED OUT TO THE CUSTOMER AND APOLOGIZED FOR THE MISCOMMUNICATION IN OUR SERVICE DEPARTMENT. i ALSO APOLOGIZED FOR THE MIX UP ON THE REGISTRATION PAPERS. wE STRIVE TO OFFER GREAT SERVICE HERE BUT UNFORTUNATELY, THIS ONE FELL THROUGH.  I DID OFFER HIM A FREE SERVICE BUT HE SAID THAT WAS NOT NECESSARY AND WE ENDED OUR CONVERSATION.

   

  THANK YOU,

  JUDY. M

  CUSTOMER RELATINS MGR

  WALT SWEENEY FORD

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2021 Ford bronco in July 2021. I was told the car was leased for a few months. And that there was a problem with the 4x4 wheel drive. So they fixed it and sold it back. I was never given the information that it’s a lemon title or branded. The car also doesn’t even have 4x4 wheel drive- which was a big reason we even bought the car. I feel completely taken advantage of and want to be put in a new safe car with my 2 small children!!

  Business response

  03/23/2022

  All necessary documentation required for delivery of a RAV re-aquired vehicle was disclosed and signed by the customer. We also included the window sticker showing that the vehicle is a 4WD. See attached.

  Business response

  03/30/2022

  What does RAV mean? Re-aquired Vehicle

  And I was told that the 4 wheel drive is what went out on it and had to be fixed - 4WD is fine.

  I was never told it had a lemon title or was branded in anyway!!! - It is a Ford Re-acquired Vehicle. All paperwork (attached) was presented and signed, by the customer.

  I don’t know how you can put someone in a car so shady like and feel okay about it.  - It's a great vehicle!

  I’m not asking for anything other than a trade for a different vehicle that is safe. - If you are uncomfortable, then trade out of the vehicle and buy something else.

  I’m working with the division of ford, general attorneys office and lawyer! I won’t stop until I’m in something safe and not lied to - No lies, everything was 100% transparent and all paperwork is attached.
  

  Customer response

  04/25/2022

  Date Sent: ******** ******* **
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  So somehow there is no information as to what was wrong with the vehicle the multiple times it was brought into the shop before I received it. My car is currently in the shop and I’m being told that they are waiting for another bronco to come into the shop to be able to compare it to so that they can see if anything is wrong with mine? What kind of business is this?????? I was never told the vehicle had a lemon title and definitely wouldn’t have bought it had that been disclosed- so how can you tell a customer if they aren’t satisfied to just go get something else? When that’s literally impossible. Y’all put the customer in a horrible situation, and have no regards. When that’s literally not possible??? How can you tell me the 4wd works great when the vehicle doesn’t even have that feature? I mean this is getting out of hand and completely unacceptable!!!!! How can you not stand by what you say and buy the vehicle back to get the customer into something else? How appalling. 
  Regards,
  
  ****** *****

  **** ***** ********* ******** **
  I wasn’t told it was a lemon. They did their unethical round about way to do things. I also need to know how it’s a Bronco 4x4 and doesn’t have 4 wheel drive? And or why it’s still having issues??
  

*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. ↩