ComplaintsforBruce Walters Ford Sales, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2012 Chevy equinox not even a month ago and the motor is down at no fault of mine and they won't help me fix it. It will cost at least 1500$ to fix it maybe more then that.I thought maybe it should be recognized by the lemonlaw

  Business response

  12/19/2023

  Hello, *****. We apologize that you are experiencing this hardship. The vehicle you purchased from our dealership is 11-12 model years old, and was sold to you as/is with no written or implied warranty. That was made clear and given to you in writing at the time of your purchase. Mechanical issues can arise on any vehicle and we always strive to provide excellent service after the sale. Unfortunately, in the case of your vehicle, we are not legally responsible or liable for any mechanical issues that you may experience after purchase. Again, we apologize for your current circumstances and we appreciate your feedback.

  Customer response

  12/20/2023

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

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to walters Mazda on January 24, 2023 to look at a car they had posted online. The salesman soon started asking about my finances and when he asked for my SSN I specifically told him not to hit my credit as I had not decided to buy. He explained that he would do a “ soft pull” I verbally agreed to that. He then put in credit applications at Walters and four separate banks. There are now five hard inquiries on my credit report I signed nothing and expressly told him I wasn’t ready to apply for anything. The next day when this reflected on my credit report I called the sales manager “******* that’s the only name he ever gave me-he admitted that this should not have happened but his staff was just trying to be “nice” to me by applying for many loans in my name without my permission.

  Business response

  01/27/2023

  I spoke to our management and they said the customer provided us with her credit information to inquire about purchasing a vehicle. If she wants to attempt to have the inquiries sent to the lenders removed she will have to contact me at the dealership. I will talk to her about the situation. Please contact me, **** ******** M-F 8am-5pm at ***** ********* I will make my best effort to help out. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased a car used my truck for trade in. When the car was brought to me at the lot there was a malfunction warning. I brought it up to my salesman he said it was only a $8 sensor and promised to fix it. My wife asked for it to be in writing but he already has me an appointment for two weeks later to get the extra key fob he advised is they would fix it then. I take the car to the appointment only to be told I had to pay for it and the total was $1700. I told them the salesman promised to have it fixed they said they had to have approval from them in order to do it. We have called and called only to be told last week they wasn’t going to fix it. I called back today and spoke to **** he said the salesman ***** said he never promised to fix it which is a lie and I have my wife and mother as witnesses who heard him promise it. I needed the car because I needed something cheaper on gas to get my wife back and forth to markey cancer center. We was lied to from the beginning. The salesman avoids us now and won’t even try to make things right.

  Business response

  08/29/2022

  I followed up with the salesperson and management and got the background. Customer purchased used truck and several weeks later went to service dept to have a key programmed and was informed about what the vehicle needed. We never agreed to fix this. We did tell him we would gladly purchase the part, but we will not participate in the repair because it was not something agreed upon at time of sale. We have been very responsive and reasonable with this customer. The truck was purchased as/is with no warranty. It is the customer responsibility to repair his vehicle.

  Customer response

  09/09/2022

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary. If they won't fix the sensor problem that was KNOWN BEFORE PURCHASING then they need to atleast buy the part.

  Regards,

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

  Business response

  09/12/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/5/22 I bought a used 2008 **** **** off of Walter's for $12,392.00. The truck appeared to be in good shape until a few days later when I got it home and tried to pull a utility trailer it seemed sluggish and the check engine light came on. I tried changing the sensors on the truck but it didn't help. My mechanic said that the truck is out of time and if you ride it it will throw a rod through the motor. I also noticed the bed is almost rusted off, and the wheelb barring is roaring. I called the dealership and asked for my money back and they said there is nothing they can do and won't let me talk to anyone else.

  Business response

  08/02/2022

  This customer's issue has been resolved.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter wrecked her car on 10-25-2021 3 days later the vehicle was taken to Bruce Walters Ford Collison Center for repair. As of today the car is still not ready for pick up and it has been almost 9 weeks. I have called multiple times asking if the car was ready, I have been told no and that they were waiting on different parts and they would call and let me know when the parts were there which has never happened, and I was not given a call from them advising me they were waiting on more parts. This has been the poorest service I have ever received from anyone. I have exhausted my rental car expenses through my insurance company and have had to walk to and from work. They have not offered to give any type of courtesy vehicle nor have they offered to waive the deductible.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/27) */ The vehicle that Mrs. ******* is discussing was non-drivable when it was received at our collision center. It was dropped off and the customer did not have an appointment and these vehicles are worked in as we get to them. The car was dropped on 10/25/21 and the initial estimate was written on 11/1/21 with initial estimate amount totalling $11,669.48. The estimate was sent to ********** and they revised the initial estimate with used and removed parts and this estimate now totalled $7,743.26. After being contacted back from the insurace company, we were able to order the needed parts to begin the job of repairing the vehicle and these parts were ordered on 11/3/21. The parts all arrived between the dates of 11/4-11/16/21. The parts were ordered from various vendors and this is why the parts arrived over the course of several days. Once all the parts arrived, the vehicle was assigned to a technician who began working on the vehicle on 11/24/21. The body shop was closed on Thanksgiving day 11/26/21 so this did cause some delay. The following week repair work resumed and on 12/6. Upon repairing vehicle we discovered the used headlamps and used subframe that were ordered were not good and had to be reordered. This is not uncommon when using used parts and also upon repairing vehicle it is not uncommon to uncover additional items that are needed. The collision tech finished up his portion of the repair and on 12/13/21 the vehicle was sent to our service department to have mechanical work done. This consisted of installing a transmission pan that was ordered on the initial order. Once recieiving the vehicle service assigned to a technician on 12/15/21. This is the point we were at in repairing vehicle at time of this compaint. Vehicle is being buffed as of today and vehicle should be done either late today or tommorow. As for any type of compesation to the customer for length of time is has taken I do not feel we are responsible. I can't see anything that we have done to cause any major delays in repairing the vehicle. If the customer had had an appointment it is likely we may have gotten initial estimate done a few days ealier. However, as you can see from time line provided we promptly submitted initial estimate, ordered parts, and did everything that was in our control to keep the repair cycle moving forward.

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