Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car was only to be purchased under the conditions of having a new transmission. I spoke with the general ********* and stated that if there is something wrong with the transmission what should I do. He said stated to bring it back and we will fix it. Upon further research the transmission has gone bad and the shop that supposedly fixed the transmission issue is does not have the paperwork of where the transmission came from. Furthermore conacting the dealership they state that they don't have the paperwork of who and the paid and where the transmission came from. But aware of the issue of the transmission. They lied on the paperwork so that the I couldnt get the transmission warrantied out. Finally the odometer is out . The car has not been outside of the city limites and states that I have put on over ***** miles on the car. This also brought to the attention of the ********************* and they stated they couldnt undo the contract because they do a lot of business with them.

  Business response

  08/29/2024

  Is it possible to get some additional information on the vehicle so that we may research this matter further.  When was the vehicle purchased and what is the *** number?

  Customer response

  08/29/2024

  I am rejecting this response because:   I dont except the business response. Because the Gerneral told me to bring the vehicle back if there are any problems. Also the can not verify if the transmission was replaced at the Auto shop. And there is no proof from the dealership that they paid any amount of money for the repairs.

  Business response

  08/29/2024

  This is the only repair order that we have.  It is for transmission work completed on 2/14/23, and would have had a 12 month and ***** miles warranty on parts and labor.  Based on time it would already be out of warranty.

   

  Customer response

  08/29/2024

  The dealership does not have proof of a new transmission because they don't know where the got it from. There is no proof of sale or where the transmission came from. The dealership also didn't not address the Suspension system repairs that the shop did as well. Thank you for proving why this was and still a legitimate complaint. Text messages conversations are still saved.  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/8/24 We purchased 2 Vehicles on this date and since then we have nothing but issues.They are not responsive to calls or texts, they have offered to fix the issues but no fixes have come from this. When offered to swap 1 vehicle for another they could only offer 1 vehicle $200 over the financing payment and when asked if they had anything else we were told that That is all I have, take it or leave with what you have. My wives vehicle has taken several months to finally get a Detail which only got the outside cleaned and a very light vacuum on the inside.She also looked to have a transmission issue fixed, however they said there was no need to. My vehicle has died while driving in the middle of a busy intersection and after I took it to be fixed only to be met with a rigged fix that is not holding very well.

  Business response

  08/10/2024

  It appears that there have been several repairs preformed at the expense of the dealership after the sale of the vehicles.  We would be glad to speak with you about any further issues.  The 2017 ****** does have an extended warranty, however the 2012 CX-9 would have been too old to qualify for one.  Please Contact ***** ******, General Sales Manager, and he will be glad to look into it.

   

  Customer response

  08/10/2024

  I am rejecting this response because:   Although repairs were made on the CX9 after purchase, Prior to purchase I, nor my Wife were made aware of the transmission issues or any other issues with the vehicle as we would not have purchased said vehicle had we known and when asked to find a solution we were given a option to move to a older vehicle with less miles that cost $200 more a month, we said no and after that were told to just deal with it.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently bought a new 2023 **** BRONCO SPORT from Pollard Friendly Ford- ********** **************. I started having mechanical issues the first week of ownership. From the dashboard popping up, has left me stranded over 4 times,transmission slipping, touch screen freezing up and now completely out, drivers side door has a gap when closed your fingers can fit up through. When it rains or go to the car wash water gets in. I have filed several complaints with ************************ -Texas DMV. I filed complaint with Texas DMV because the finance department falsified my credit application information to get me approved for this Bronco Sport. Otherwise I would not have qualified based off my income. I confronted the finance department about the falsified documents and *************************** said he didn't know how that happened. He said that ***** ****** and ******************* had to do that over in the Used ***************** I also have asked the GM/Owner ********************* about the falsified paperwork no reply. I met ************************* after Texas DMV called wanting a explanation, he claimed it was all just a misunderstanding. ***** said he thought I made that weekly. I said that still wouldn't be correct. He acted as if he was trying to help me but in reality he just was covering up his falsified paperwork. ***** ****** was like "We are going to trade out this Bronco and put you into another car just pick it out". I picked out a mustang and ******************* said ***** ****** needed me to fill out another credit application. After pulling my credit He said you can get the mustang but Pollard is not trading the Bronco. I said you pulled my credit again and your not trading. He said sorry.. So I'm going on 6 months and no repairs or response from ********************* the owner. Still having issues and nothing done to correct the credit pull. I have the emails.. ********************* never has had the common courtesy to even return my calls or emails. So everything is still unresolved. 6 MONTHS and waiting!

  Business response

  06/27/2024

  We would be glad to assist with any issues that **************** may still have with his Bronco Sport. I show the only time that we had the vehicle in the service department for those issues was on 01/18/2024.  Then the vehicle was in on 03/27/24 for an oil change but not for those issues again.  If **************** would bring it into the service department and ask for *******************, the service manager, he will put it in on high priority. 

  Customer response

  06/28/2024

  I am rejecting this response because:   They have known about this Bronco Sport for months. I was scheduled to have it dropped off and to meet ********************* and of course the day I did show up to meet ********************* he had taken the day off. This was a scheduled date.  I went ahead and left it at the service department to get the issues fixed. The mechanic said no issues. I called back after getting it returned. And spoke to the service department manager he then called the mechanic to ask why nothing was fixed he said he found nothing wrong.. I then get a call to go and meet with ************************* right. He said we are going to make things right and trade out the bronco.  I asked him to come drive the bronco.  He drove the Bronco and could not only see the issues but also was able to witness himself first hand..  So why would I trust the mechanic when he said nothing was wrong??? ********************* knows this also because of the issues they had offered to trade out this Bronco Sport and everything I picked out for the trade was told no by *******************.  They pulled my credit again and said oh you now have two cars. I didn't need 2 cars. I wasn't trying to get a 2nd vehicle.  I was getting out of the Bronco that's new because of all the issues.  ********************* never has met me or even tried to get this resolved.  So him saying this. Is ********.  Why hasn't he called me? He knows he personally has done me wrong. NOT ONLY ON THIS BRONCO BUT ALSO FALSIFICATION  ON PAPERWORK TO **** CREDIT.  He also has you sign a blank contract in case they need to alter your paperwork..They only say they are going to help when someone complains but nothing ever gets resolved.  Just put off.  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday went to talk to a sales person at Pollard as looking to buy a truck. ***** was the one that helped us...well supposedly. The first truck he showed us was around ****** but the back was small and so we didn't think our daughter would be comfortable. He tried to act like there wasn't much left so my wife looked online and found one for same price. We fell in love with this diesel truck. ***** asked what we were looking to put down, payments etc. We told him our credit score wasn't the greatest as we had just bought a house awhile back and still trying to get it back up. ***** was talking about all the features and even told us he had just showed his father in law that same truck last week. He told us with $5,000-$6,000 down we are good to go. Mind you this whole time he is on his phone texting. We sat down to figure out if approved, ***** came back and said that everyone was closing so it would be tomorrow till they would get an answer. Next day he texts me that I would need to put more down to get approved of at least maybe $9,000...i asked him if they could see about $8,000 down then. Later he came and said even with $8,000 down I wasn't approved due to the high mileage...high mileage! ******* miles on a diesel truck ain't hardly nothing but i was denied due to mileage with $8,000 down! Then my wife and I started thinking...he showed it to his father in law the week before...what if while he was texting he was asking his father in law if he was interested or not and he said yes. Then he just turned us down so he could sale his father in law this truck! I have since talked to 2 other dealerships and they have never heard of someone denied due to mileage especially with that much down! They even agree that he was saving the truck now for his father in law and found any reason not to finance me even though they work with bad credit. Wasn't denied due to my credit, was denied due to high mileage! Won't be working with pollard ever again!

  Business response

  02/22/2024

  This unit is currently still available and could be purchased by the consumer if they are able to pay cash or provide their own financing. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We made a trade for two vehicles for this company. We had nothing but trouble of the first one which required ** to tow the vehicles back to the dealership to have fixed we paid for the towing, and they will not reimburse us also due to their untimely care, I was forced to make payments on partially two vehicles. When I shouldve they should have paid off my trade-in in a timely manner. I feel this business owes me $838.00 to re-emberse us what we feel is owed to us rightfully.

  Business response

  09/29/2023

  This has been resolved with *******************

   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently was lied to and completely taken advantage of by the salesmen *********************** and the Owner *****************! Im not the only one either, Pollard has received multiple complaints on ************* and he has blocked all of them! ****** promised to give me at least $4,000 on my trade-in since I already had offers on that vehicle for $4,000! I was sad to see that they only gave me $1,000 for it when I had it cleaned spotless for them *** I finally got the trade in price a week after they forced me to give them the title for it I asked several times, but he just kept saying he cant give me an exact price yet and h*** get me close to 4k. Even over message, the salesmen ****** never responded to me ever when I asked for a trade-in value. However; His boss claims he lied and he always was offering $1,000 but he doesnt plan on doing anything about it! Which is why Im here. But the scam didnt end there Unfortunately I bought what they told me, that the car was valued at $27,000 retail when in reality its valued at $19,000-$21,000 for a 2022 GT-************** with ****** miles *** when I asked the owner why they lied about this over message he said That was the vehicles price when I looked it up online when I was staring at my vehicles actual price So he still just to lied to me about how he lied to me originally when I asked for help, and blamed his salesmen and claims he will do nothing about it Lastly, the owner wanted a year trial to my Only Fans account for $1,000 off of the car! I agreed and instantly gave him a trail and kept up my end of the deal, but he jacked up the price of the car $1,000 without telling me! Any kind of deal I was supposed to get, and kind of negotiations that took place, anything they said was a lie! These papers dont reflect anything remotely close to the deal that was made! I either need $****** compensation for my loss from this company or I need a refund. I deleted the messages but I can request them from my phone company!

  Business response

  09/13/2023

  All of the documents in the file that ****************** signed represented the sales price of $27999 and a trade allowance of $1000.  That is the only source of information that we have that shows what was agreed upon and signed by both us and the consumer.

   

  If ****************** would like copies of the paperwork or would like to speak to ************** boss he can contact ***** ****** ************.

  Customer response

  09/14/2023

  I have messages proving everything youre denying so you can either ****** up and pay me the $10,000 which Pollard scammed me out of or refund me. It seems Ill need to retrieve them from my phone company so I certainly will be spending the money to do so, I will send you the bill! AND I am taking legal action if I am not either issued a refund or $10,000 for my loss. The messages with **** show him claiming the value of the car is 27k, upping the price 1k to get rid of our Only Fans deal and blaming that on the cars value being 27k, apologizing for his employee scamming us for our trade-in as well but saying h*** do nothing about it, ****** never messaging me back or giving me a trade in value, **** admitting ****** was lying and that **** was always offering 1k from the moment we walked into the door  Its all there! The cars value is 19k-21k. Lying isnt business, thats not how it works. And I am getting those messages very soon now to prove it! You dont deserve it, and I dont expect you to do anything once again, but its your last chance to do the right thing! 
  Not to mention, **** keeps being weird and messaging my girlfriend about our Only Fans! He has the audacity to try scamming us, then harassed us about making a video on his boat on several occasions!! I can prove this with messages as well, and I **** sure will be now! Thanks a bunch!

  Customer response

  09/14/2023

  Here it is! I did not realize they had been lying to me about the value of the car until way later but fortunately enough **** lied about what the cars value was once again in these messages once I started complaining! Lying is not business, its lying! And heres the messages or ****** never telling me my cars value or even responding to me!!! Some salesmen huh? We also left a vape in the car we purchased that day and left it there! The next day, the vape disappeared, and ****** had it and claimed it was an accident! They acted very unprofessional and weird about our only fans, a kind very discomforting questions, and even tried to keep my girlfriends vape! I want 7k for the car for lying about the value over and over! I want 3K for my vehicle you STOLE from me! And the only thing I cant prove is that you guys jacked up the cars price from 27k to 29k instead of the 27k we initially agreed upon being thats the cars retail value like yall claimed when it isnt and the car is worth 19k-21k. All for an OF trial? But ***** messages here back up all of the lies I was told at Pollard that day except for that one or Id want $12,000 believe me. But Ill be damned if I walk away from this with anything less in my pocket than the $10,000 Pollard scammed from me. I want my stolen money back or I want a refund, otherwise I am taking legal actions!

  Customer response

  09/14/2023

  Heres the most recent time ***************** us even after we made it very clear we want nothing to do with him! I can add another picture of this soon after my girlfriends ************* downloads to showcase just how unprofessional and uncaring **** was/is!

  Customer response

  09/14/2023

  I am rejecting this response.

  Business response

  09/21/2023

  Here is a copy of the Buyer's Order that shows ********************** initials and signature reflecting knowledge and acceptance of the purchase price and trade value.  This document is presented at the time of purchase and the consumer would have had ample opportunity to cancel the purchase if the numbers were not correct.

  Customer response

  09/24/2023

  I am rejecting this response because: I signed around 50 papers to buy this car! I dont hold myself at fault for that with the way **** tried sneaking them around me and cover things up and pointing where I need to sign! I trusted what the Pollard employees/management said! And you NEVER presented ANY paper to me showing the trade in value! The ***** off of the car was for our deal with Only Fans as you claimed, but nice try claiming that you wrote down the trade in value of the car when you didnt!!!!!! My messages with **** proves this! One may have been signed and covered by Pollard but it was NEVER presented, but sure as h*** not this one, or at least thats not what they told me! Is says -***** thats it!!!!!!  In fact, I can prove that I had to ask you for weeks before ACTUALLY getting a trade in value! You lied to me about the cars value that I bought too! **** AND Pollard employee claimed its 27k!!! Then **** lied AGAIN over message claiming the cars value is 29k???? And thats why he got rid of our deal without saying anything and still watching out Only Fans content for free! Claiming that the car was worth 29k so he randomly raised the price with no word!!!! This is not a business, its a scam! And I will do everything I can do expose it! What kind of game do you think this is???? I can prove all of this with my messages with ****! I want $10,000 or Pollard Friendly Ford will suffer consequences to the absolute full extent of the law, for everything done to us! And I will ensure that! The harassment of **** continuously asking us to have *** on his boat (4 times, even after we told him to leave us alone), **** lying about the retail value of the car I bought TWICE and scamming me out of around $7,000+, **** raising the cars price to $29,000 without telling us to undo our Only Fans deal, and ****** lying about the trade in value theyre offering for two weeks straight while I asked multiple times! Ill send the screenshot of you scamming me out of 10k, but you sick, disgusting, perverted, creeps know you did in terms of the harassment, stealing our vape, accessing our Only Fans for free. Im suing the f*** out of you of Im getting at least $10,000 deducted from this car, tax included! Everything is going to be fixed and everything is going to be fixed right! Or we can let a judge decide what happened here, but I have plenty of messages. And ****, you realize we can recover those other Snapchat messages too right? I dont care to do so to show you, but I will show a judge you *****. Its your call, if anything, Ill probably start working on this tomorrow! Youd better make your decent fast, because my mind is made up you filthy pervs!!!!!!

  Customer response

  09/24/2023

  I am rejecting this response because: I signed around 50 papers to buy this car! I dont hold myself at fault for that with the way **** tried sneaking them around me and cover things up and pointing where I need to sign! I trusted what the Pollard employees/management said! And you NEVER presented ANY paper to me showing the trade in value! The ***** off of the car was for our deal with Only Fans as you claimed, but nice try claiming that you wrote down the trade in value of the car when you didnt!!!!!! My messages with **** proves this! One may have been signed and covered by Pollard but it was NEVER presented, but sure as h*** not this one, or at least thats not what they told me! Is says -***** thats it!!!!!!  In fact, I can prove that I had to ask you for weeks before ACTUALLY getting a trade in value! You lied to me about the cars value that I bought too! **** AND Pollard employee claimed its 27k!!! Then **** lied AGAIN over message claiming the cars value is 29k???? And thats why he got rid of our deal without saying anything and still watching out Only Fans content for free! Claiming that the car was worth 29k so he randomly raised the price with no word!!!! This is not a business, its a scam! And I will do everything I can do expose it! What kind of game do you think this is???? I can prove all of this with my messages with ****! I want $10,000 or Pollard Friendly Ford will suffer consequences to the absolute full extent of the law, for everything done to us! And I will ensure that! The harassment of **** continuously asking us to have *** on his boat (4 times, even after we told him to leave us alone), **** lying about the retail value of the car I bought TWICE and scamming me out of around $7,000+, **** raising the cars price to $29,000 without telling us to undo our Only Fans deal, and ****** lying about the trade in value theyre offering for two weeks straight while I asked multiple times! Ill send the screenshot of you scamming me out of 10k, but you sick, disgusting, perverted, creeps know you did in terms of the harassment, stealing our vape, accessing our Only Fans for free. Im suing the f*** out of you of Im getting at least $10,000 deducted from this car, tax included! Everything is going to be fixed and everything is going to be fixed right! Or we can let a judge decide what happened here, but I have plenty of messages. And ****, you realize we can recover those other Snapchat messages too right? I dont care to do so to show you, but I will show a judge you *****. Its your call, if anything, Ill probably start working on this tomorrow! Youd better make your decision fast, because my mind is made up you filthy pervs!!!!!!
  

  Customer response

  09/24/2023

  I am rejecting this response because: I signed around 50 papers to buy this car! I dont hold myself at fault for that with the way **** tried sneaking them around me and cover things up and pointing where I need to sign! I trusted what the Pollard employees/management said! And you NEVER presented ANY paper to me showing the trade in value! The ***** off of the car was for our deal with Only Fans as you claimed, but nice try claiming that you wrote down the trade in value of the car when you didnt!!!!!! My messages with **** proves this! One may have been signed and covered by Pollard but it was NEVER presented, but sure as h*** not this one, or at least thats not what they told me! Is says -***** thats it!!!!!!  In fact, I can prove that I had to ask you for weeks before ACTUALLY getting a trade in value! You lied to me about the cars value that I bought too! **** AND Pollard employee claimed its 27k!!! Then **** lied AGAIN over message claiming the cars value is 29k???? And thats why he got rid of our deal without saying anything and still watching out Only Fans content for free! Claiming that the car was worth 29k so he randomly raised the price with no word!!!! This is not a business, its a scam! And I will do everything I can do expose it! What kind of game do you think this is???? I can prove all of this with my messages with ****! I want $10,000 or Pollard Friendly Ford will suffer consequences to the absolute full extent of the law, for everything done to us! And I will ensure that! The harassment of **** continuously asking us to have *** on his boat (4 times, even after we told him to leave us alone), **** lying about the retail value of the car I bought TWICE and scamming me out of around $7,000+, **** raising the cars price to $29,000 without telling us to undo our Only Fans deal, and ****** lying about the trade in value theyre offering for two weeks straight while I asked multiple times! Ill send the screenshot of you scamming me out of 10k, but you sick, disgusting, perverted, creeps know you did in terms of the harassment, stealing our vape, accessing our Only Fans for free. Im suing the f*** out of you of Im getting at least $10,000 deducted from this car, tax included! Everything is going to be fixed and everything is going to be fixed right! Or we can let a judge decide what happened here, but I have plenty of messages. And ****, you realize we can recover those other Snapchat messages too right? I dont care to do so to show you, but I will show a judge you *****. Its your call, if anything, Ill probably start working on this tomorrow! Youd better make your decision fast, because my mind is made up you filthy pervs!!!!!!
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2017 **** f150 for $29,025.00 on July 20, 2023 as is no warranty, and the engine failed along with the electrical in the vehicle the very next day after purchasing the truck. I got in contact with the salesman and the service manager and both stated it's not their problem. But for **** they could fix the radio and for thousands more they could fix the engine. I mentioned to them that by them not making it right is bad business and they simply stated "yup" and sent me on my way and told me to think about it. I'm a single father raising 3 kids and put absolute trust in this company to sell me a decent reliable vehicle but I got just the opposite. There was no complete disclosure during the sale as to things that could be wrong with the truck. The test drive was brief and in heavy city traffic so checking the radio and navigation was not an option during the test drive. We got back to the dealership and immediately got back in his office to crunch numbers. This company is deceitful and steals from the comman working man. I sit here with a broke truck no money and no way to get my kids to school while the dealership sits and laughs at situations just like this.

  Business response

  08/16/2023

  Management was unaware of **************** issues.  ***** ****** the General Sales Manager has reached out to ************ to discuss issues.

  Customer response

  08/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My vehicle was purchased in September, I believe. As part of the contract signed when we purchased the car in September of 2022, they were supposed to replace the running boards, and tail light. When we purchased the vehicle. My husband, texted our sales person (*******************) again, and the was just giving us the runaround. Well, the engine light came on in January 21, 2022, so we took it in April on Monday as the salesman suggested. After about an hour, the running boards were supposed to be replaced, and they weren't. So we just wasted time. Few weeks passed by and my vehicle was making this horrible sound, so we called and called him, no answer. So my husband texted the ***** telling him that we were going to take the car back so it can really get serviced. Well no response from him or call. Well, two more weeks passed and my air-condition wasn't working. We called the manger and told him the situation and he got my car in the shop, finally. So they finally took my car in the beginning of June to be put in the shop, it has been there for two an a half months, was about to be three. We got my vehicle back on August 29th and the air-conditoner was fixed, but it was making the horrible sound still and the running boards were still not fixed. We contacted and sent picture/ video to the manger and no call back or text back either. Now, the turbo on the vehicle is lagging. We wanted to trade in the vehicle, same year and model and payments, but they told us we were going to be upside down, and they couldn't do anything about it. We just wanted our vehicle fixed before the warranty went out this month, and it's still not fixed. So we are basically wasting money for a vehicle that's braking down on us and haven't even had it for a year yet.

  Business response

  08/01/2023

  Based on the documents in the file that I have attached, ******************* was promised a taillight to be replaced and for the power running boards to be fixed.  It would appear that both thing have been completed along with a few other complaints that were fixed that were not promised.  As for the warranty on the vehicle ******************* did purchase an extended warranty that expires 3yrs or ***** miles from the date of purchase.  That would put that warranty to expire on 9/17/2025 or when the vehicle reached ****** miles whichever is first.

  If they are still unhappy with the vehicle after the promised items were complete we would be glad to try and trade them into something else.  They would need to contact the General Sales Manager, ***** ******, to discuss that option.

   

   

  Customer response

  08/01/2023

  So if they supposedly "fixed" the running boards, why are they still doing the same thing when we first got the vehicle, until now!? Also, if they said they fixed what was not promised, then why is it still making the horrible sound!? In my opinion, I feel like they didn't fix anything, whatsoever. However, since we just moved to ******, would we be able to take it in or trade it at the **** place over here? What is the General Mangers number?

  Customer response

  08/01/2023

  So if they supposedly "fixed" the running boards, why are they still doing the same thing when we first got the vehicle, until now!? Also, if they said they fixed what was not promised, then why is it still making the horrible sound!? In my opinion, I feel like they didn't fix anything, whatsoever. However, since we just moved to ******, would we be able to take it in or trade it at the **** place over here? What is the General Mangers number?

• Initial Complaint

  10/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle in for warranty service back in august/September. managed to get the issue somewhat resolved with the transmission a month later. after I received my vehicle back I noticed that my advanced traction system no longer works, my pre collision assistance doesn't work, my hill start assist no longer works, my 4x4 no longer works and my f250 now feels like I'm driving an 18 wheeler. I called and spoke to people about it, they told me to bring it back. my concern is that I have lost $40,000 in revenue after leaving my truck with the repair shop and the rental vehicle company was a nightmare to deal with. this is my only means of transportation and I can not afford to miss anymore work that is unnecessary. overall I am pleased with the service I receive with pollard but feel that having to involve the bbb might ensure the issues be corrected with my truck. I only simply wish to resolve the issues and return to business and life as usual.

  Business response

  11/14/2022

  Business Response /* (1000, 6, 2022/11/01) */ Mr. ****** has been speaking with our general sales manager ***** ****** and is supposed to bring in the vehicle so we can take a look at it.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a vehicle from Pollard and within one month it had the check engine light coming on. I was not offered any help to resolve the situation and given wrong information multiple times in regards to how to fix it. My vehicle is having the engine and the transmission replaced. The vehicle is $15,000 upside down even though the car dealership claims that it's not all of a sudden. When another car dealer at the lot try to help me managers refuse to give a number on what they could at least offer me for my car. I was offered the extended warranty in a way that made me feel as if it would be detrimental to me not to take it. I was later informed by the new car dealer I was talking to that they more than likely had knowledge as well as everyone else having knowledge that the car was messed up. I believe the car dealer was agitated with helping me and so he wanted to get me out of there as quickly as he could and did not care what vehicle he put me in in order to do it. Now that They see the situation is so bad they are refusing to help me. Multiple people at the company have expressed that they know I am being done wrong and that the situation doesn't make sense and I should contact the owner. The company refused to give me any information including an email to where I could contact the owner. They sent me to a generic voicemail that did not even specify who the message would be sent to

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/08/12) */ ***** ****** the General Sales Manager would be glad to discuss any issues that Ms. ***** is having with her vehicle. He has left several messages with her but has not spoke to her. We were also not able to figure out who she has been speaking to about the issue, as the Used Car Manager *** ******* and Her salesperson ******* ****** have said they have not spoke with her. ***** can be reached at XXX-XXX-XXXX.

*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. ↩