Complaints

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 leftover Ford ********** that was used as a demo. When I inquired about the vehicle the mileage listed online was about 5k miles less than what was actually on the vehicle. I was also told the vehicle price reflected the mileage increase but the car was in perfect condition. I purchased the car and they shipped ot to me in NY from VA as part of our deal. When it was delivered the delivery driver noted dings from travel and gave me a picture to show the dealership. I did. I also saw that there was extensive damage in the back tire cover and door panels. I was told to get interior quotes and they would pay for those issues to be fixed. I received a quite for each, one from and Autobody shop for the exterior and one from a Ford dealer here for the interior. I provided and was told I would hear back. I emailed numerous times a week and was told the manager, *****, will get back to you Friday. Then Monday. Then another day. I never received a response. I told them I was hiring a lawyer and they stopped taking my calls. The attorney cost would be more than what I would get for the quotes. I also purchased a maintenance plan and was told after by Fidelity where the plan is that it isn't good for NY. The dealership told me it was good everywhere and they don't know why it isn't accepted up here. I have this all in writing along with the promise to make the interior and exterior damage in emails also.

  Business response

  10/20/2023

  We sold a Demonstrator 2022 Ford ********** to the customer on May 14th, 2023. Our sales consultant informed the customer that this Expedition had been used as a Demonstrator and was not in 100% new condition. We worked with the customer and reviewed the invoices we had received from them to fix the issues that were mentioned. Our Service Department got us a comparable quote that was a significant amount less than the repair shops provided to the customer in New York. We offered to pick the vehicle up for the customer and take it to our Service Department to fix the issues. We didn’t feel obligated to pay the additional money for repairs that we were able to perform at our dealership as it felt like we were being price gouged by the repair shop in New York. We also had discounted the ********** with an aggressive price reduction when it was sold to provide a better deal to the customer because it was a Demonstrator vehicle. We feel that this discount and our offer to pick the vehicle up directly from the customer and take care of these issues mentioned at our dealership is an extremely fair resolution. We haven’t heard back from the customer since we declined to pay the exorbitant repair fees in New York and offering to take care of these issues at our dealership. They are welcome to reach back out to us if they would still like us to fix the issues in our Service Department and can contact our customer care team at ourismanfordcares@ourisman.com
  
  Thank you,
  
  *******************

  Customer response

  10/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was NEVER given the option to pick the vehicle up and fix anything. Please provide written proof as to where that was written to me.  I also NEVER received a phone call back from my numerous voicemails and call attempts promising that Cesar was going to get back to me. I also have in writing that the price was discounted for mileage only since there was a 4500 mile discrepency on the website to what the vehicle actually had on it, and I was told that there was NO visible wear and tear, which clearly was a fabrication. 
  
  I am also confused at how you would have a comparable quote when you havent even seen the damage or acknowledged it. Had I been given the opportunity to speak with someone, I would have been happy to hear what you were willing to pay for these damages on the exterior bumpers and interior damage. 
  
  Please send me a fair offer by the end of next week. 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was talked into a car care service plan in the amount of $1495.00 when I purchased the vehicle. I am attempting to have this refunded back to me. However, getting someone to take my call is nearly impossible. They only want to sell you the vehicle, not take care of any issues. I have called the warranty co whom advised me that I needed to contact the dealership. I was advised that this warranty will be prorated with a $50 cancellation fee. I want full refund even if Ourisman Ford needs to pay the difference. They were shady about this, and I need to do further research on the extended warranty that I purchased from them. I will be filing a claim with Ford too as the service department did not check the air pressure in my tires and I drove from VA to PA causing the tires to cup and new ones needed.

  Business response

  10/20/2023

  We reviewed this complaint with our finance department and management team. Our records show that we have processed the refund of the $1,495 car care service plan. These plans do come pro-rated based on the time it was in place prior to cancellation and have a $50 cancellation fee per the agreement the customer signed for. As a gesture of goodwill our team is going to process the $50 cancellation fee to be refunded and sent back to the customer. We are not able to do anything about the pro-rated cancellation as that is standard terms and conditions in these agreements. Our new vehicles go through a pre-delivery inspection process, and we are not able to verify the claim about air pressure being off on the new vehicle when they took delivery and drove it back to their home state. When reviewing this with our Service Department they do not show the tire pressure being noted as being out of the standard pressure recommendations and do not believe that would have caused the tires to cup in the manner that was written about. The Tire Pressure Warning Light would also have been on in the vehicle which would have been noticed by our Sales Team and the driver of the vehicle. If they have any further questions, they can reach out directly to our customer care team at ourismanfordcares@ourisman.com. This team can also provide the customer with updates related to the $50 cancellation fee being refunded for the car care service plan as a gesture of goodwill. 

  Sincerely,

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

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New Ford ****** purchased November 3rd, 2022. Cash deal, I paid 65,800 in certified cashier check. Upon completion of DMV paperwork processing, Ourisman was listed as a lienholder. I called DMV to ask if it was in error. It was not. I then called Ourisman and spoke to Finance (*******) whom researched my deal and apologized for the error. He agreed the electronic lien was placed in error and promised to correct. Approximately 4 weeks goes by, still no title. I call DMV and again inquire - has the lien been removed? No. I called Ourisman again and spoke with the finance manager (name unclear, but ext *****) and he spoke with someone in their title processing department. Assured me it would be completed that day, that she would call DMV and have it removed. Fast forward another month to today. Still no title. I just called DMV and they confirmed they never received a call from Ourisman. I just left two messages with the dealership. At this point, I have to believe they are doing this maliciously as it goes beyond pure incompetence. It has been nearly three months and they have illegally placed a lien on a $65,000 vehicle that was paid for in cash to avoid this very situation. I could very much use your assistance in resolving this matter; getting the dealership to act, and possibly be punished for placing an illegal levy on a vehicle they have no legal claim to. Thank you in advance for your assistance.

  Business response

  02/01/2023

  ---------- Forwarded message ---------
  From: ***************** <*****************************@ourisman.com>
  Date: Tue, Jan 31, 2023 at 11:24 AM
  Subject: RE: Complaint ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

  Good morning,

  We received the BBB letter regarding this complaint.

  Our title department has spoken with Ford regarding the lien placed on this vehicle and having it released. As of 1/26/2023 FMCC released the lien through DMV and is mailing the title to the customer directly. Our title clerk has also followed up with the customer via phone to advise him of the changes and the title being mailed out to him.

  Please see our attached Title Inquiry showing the lien released!

  Please let me know if any other documents are needed or if we can answer any other questions!

  Thank you,

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

  Accounting

  Ourisman Ford
  Manassas Va, 20110

  Customer response

  02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It's a shame it took nearly three months, four phone calls, and threatening legal action to get this simple act accomplished.  Given this never have happened in the first place had proper accounting and titling practices been followed.  That said, I would this dealership a rating of 1 out of 5.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  4/29/2022, I purchased a new 2021 Ford ******* from this dealership. Initially sold an extended warranty which had 60 days to cancel for a full refund, and after review of what the warranty actually covered, I decided to cancel it. 5/31/22 I contacted the warranty company, who advised Ourisman never actually submitted any paperwork to them and there was no actual warranty they could find on their end that Ourisman sold me an extended warranty; advising me to contact the dealer directly to get a refund as such. On 5/31/22 at 1213p EST, I then contacted the dealership to cancel via phone, and spoke to the finance person who handled my closing, Simon B. Simon provided me the form to complete and submit back them to cancel the warranty, and receive a refund directly in 6 weeks. On 6/1/2022 at 0336p EST, I submitted paperwork via email to cancel the extended warranty, and receive the refund of $3,989.00. On 6/2/22 after not hearing back, I emailed the dealership (at 1207p, EST) and received email confirmation from Simon (at 0116p, EST) of receipt of the signed paperwork to cancel warranty and issue refund. Since submitting the paperwork, it has been impossible to get my refund or even a status update on what is going on. The following contacts were made to the dealership with no response or attempt to resolve by them: 6/18/22, 0826a, EST 6/21/22, 0730p, EST 6/23/22, 0522p, EST 7/8/22, 0954a, EST 7/12/22, 1012a EST 7/18/22, 0806a EST 7/19/2022, 0634a EST It has now been over 6 weeks since submission of the paperwork for the refund. Despite multiple repeated contact efforts to multiple personnel at this dealership, there has been no refund issued, no communication denoting the refund, and all personnel at this dealership are blatantly ignoring any attempt to get my refund issued, demonstrating theft via refusal to return a refund, which they signed legal paperwork confirming I was owed.

*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. ↩