ComplaintsforShottenkirk Ford

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck has been in the shop since December. The first two months of service no loaner was provided when this should have been covered under warranty. This last month I have been in a loaner. I am paying monthly payments on the truck plus insurance. We put it in the shop on Christmas break. Here we are on spring break with still no truck. I am told every week the truck will be ready by next friday. Its the same story every week. The service manager has quit. The service writer has quit. The tech has quit. Three months later and still no truck. I want this to be resolved.

  Business response

  03/20/2024

  The customer traded in the vehicle. If there is anything else needed please let me know.

  Thank you

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

  Customer response

  04/02/2024

  Complaint: 21429115
  
  I am rejecting this response because:

  
  The reason the vehicle was traded in is because we where never going to get our vehicle back.  Now I am in further debt just to be back in a vehicle that we own and pay for.  We paid three truck payments, three insurance payments, and now an even bigger payment and further in debt.  This Shottenkirk Ford Dealership has done this to multiple people here in Granbury, **.  This is not right.
  
  Regards,
  
  *****************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/10/2023 I bought a vehicle. I paid 20K and financed the remaining amount $7716.18.On 12/05/2023 the amount that was to be financed at EECU was reported ********* They added ******* for warranties that I did not want and told them as such.The paper work I have and the paperwork sent to EECU is completely different.They went in and changed it all. I am dumbfounded. Is this legal? I have disputed the amount in Transunion. Do I have any rights here? Thank you.I signed the document that had $271. for 72 months. They got me. I feel so cheated.These guys are crooks.

  Business response

  01/18/2024

  We communicated with *****************  We offer to cancel all of the ************** that were part of her original agreement.  She acknowledged this and was agreeable. This issue is settled.

  Customer response

  01/19/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'd been looking for an 2023 Maverick XLT Hybrid for several months. I got a call late June from a sales rep with Shottenkirk **** in Granbury, TX about a new Maverick that was in to be in production soon and the customer the was no other customer reserves on the vehicle. I pulled the trigger the next day on the vehicle and paid them a $1000 deposit. I had a signed buyer's worksheet between myself and the sales mgr on June 26th. Since then I'd had phone conversations and exchanged text messages with the dealerships including when the vehicle was shipped by ****. The vehicle was received by the dealership on July 12th. I received an email from their service **** saying it has passed inspection later that day and had a text message on July 12th from them confirming that I could pick up the vehicle on Saturday, July 15th.About noon the next day, July 13th, I get a call from the sales rep stating that **** made an error and the vehicle was for another customer of theirs. No explanation other than it was an issue with ****. I called **** customer care and they said that this was a dealership issue and they had no control of who dealership sells the vehicle to. I aske to speak to the dealership **.I finally got a call from the ** and he said there was nothing he could do other than refund my deposit and the sales mgr should not have allowed this to happen. He said all he could do is refund me my deposit because they were selling the vehicle to someone else. He also stated that this Maverick was a "stock order" placed in March of 2023, which seemed odd to me. **** was not accepting any new orders since Oct 2022 when they closed the Maverick order banks. So, if it was a stock order, it would have been for dealer inventory and not for a customer. So, it took them 3 weeks to tell me they were selling the vehicle to someone else?! I would like to see any documents they have to prove it was promised to someone prior to me.

  Business response

  08/17/2023

  The maverick that he put a deposit down on was an order unit for someone else. We refunded his deposit and explained to him the mistake we made.

  Customer response

  08/17/2023

  Complaint: 20324739
  
  I am rejecting this response because: They refuse to provide a copy of the **** for the alleged customer. Also, ****************** said this is an issue with the dealership as **** responsibility in this matter. 

  If the order for this vehicle was for someone else, there would have been a **** filed with **** and the window sticker would have been a green window sticker which is an indicator that the vehicle was a customer order. Blue window stickers are for dealer stock.
  

  Please see the attached.
  
  Regards,
  
  *********************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First and foremost we went through the hustle of buying a car in the first place from this dealership, LUCKILY in our favor, they obviously lack communication skills and the "internet" sales price dropped when we were there and they had to then honor the NEW price. (Good for us right?!) So as we were sitting in with their financial team completing all the paperwork they try to 1. Push off all their "warranty" coverages that can help you and be used at "********* house. (That's a lie) as two weeks after we purchased our car, we had to take it to a **** dealership because the ** in the back went out.2. My husband would not budge on anything she was offering so she became flustered and gave up on even trying to get us to buy extra coverage. OF COURSE, we had to take the one they "offered" for the 6-month or 6,000-mile warranty which covered your bumper-to-bumper for the time being.WELL, THAT'S FALSE AS WELL. So as stated above, we had to take it to the local **** house where we live because the back ** went out completely. **** let ** know that the dealership should cover any and all costs as they sold a car that they knew had preexisting issues.When the **** house called the ***** warranty the car SUPPOSEDLY had for 6 months, they were told that the warranty was canceled the same day the car was purchased. SHOTTENKIRK CANCELED OUR WARRANTY the same day we signed for the car.We called the dealership and of course got the runaround, no answers, and they said it takes 30 days (which is a lie as well since we contacted the warranty group directly & they said it is same-day service, and the dealership just needs to send in the paperwork). This place is a joke.They don't honor their customers, nothing they say holds weight. I've wasted a lot of time trying to figure it all out before you know it... My 6-month warranty will be up and won't be worth anything... So $1,000 later I've had to fix the car that was supposed to be "checked and verified by Shottenkirk."

  Business response

  07/11/2023

  In response to this complaint,

   

  Customer purchased a used vehicle and encountered an A/C malfunction roughly 2-3 weeks after purchase. Customer was informed to bring the vehicle back to the dealership and we would diagnose and fix the problem due to the proximity of the failure and purchase date. Time goes by and we hear nothing from the customer. Customer calls back in sometime later and says he took it to another dealership because he didnt want to drive all the way back to us.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered a car from the sales rep **** on Apr 23 and paid a deposit under the x plan. Sales Mgr ***** said he would call me in 30 days with the invoice price once he heard back from ***** Never heard from him. I called on Jun 17th and **** said they did not have a build date but would followup with **** and call me back. **** did not call back. I called on Jul 29th. **** was unavailable so I asked for a manager. He said that they still did not have a build date but not to worry as everything was delayed due to supply chain issues. I called on Aug 12th and **** said they did not have a build date but would followup with **** and call me back. He did not call back. I called on Aug 26th and **** acted like we had never spoken or done business together. He said they did not have an order from me. I texted him a copy of the build we did together and the credit card receipt for the deposit. He said he had to get with the Comptroller and would call me back in an hour. He did not call. I called and he was busy so asked for a manager. The manager would not talk to me. He had the receptionist tell me they were still working on it. Three days later still no response. For four months they have had my money for an order which they never placed. I want my $500 back and $1000 to cover the lost x plan discount.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife has been watching this car for 6 months and decided to finally buy it. It started off good with my sales man *************************. We decided to sleep on the decision and they let us take the car home for the night. When I came back the next day my sales man had a family emergency and wasnt there. I asked to speak with the manager ************************* and he set me up with the financial guy *********************. When I talked to ********************* about why they added on $12,500 worth of extended warranty on the car when it already had manufactured warranty still. Also they raised the price of the car $3,000 from the internet price. He said market adjustment. I asked him to at least remove the extended warranty on the car. He also wouldnt work with me. It was when I told him just to give me my trade it back and we would leave that things went south. ********************* told us the deal already went through and we couldnt back out of it. Then he decided to yell at my wife and call us liars in front of my 14 yr old daughter. Yet there is a camera in his office saying we had 24 hrs to decide. We left his office and talked to *************************** the general manager. He was no help at all either and very disrespectful. *************************** finally agreed to give my back my trade in and cancel the deal. By this time my wife was outside. I went out to talk to her and ************************* the manager came out to hand us the title to our trade in. ***** looked over my paperwork and I showed him all of the ** up charges in the warranty. He told me I could cancel them in 30 days. We decided to keep the car since *************************** assured us that we could cancel all the extended warranty charges. I went to the Shottenkick in *********** and asked them about my paperwork and they said I could drop all of the extra warranty charges but I had to do it at the dealership I bought it from. That I didnt need to wait 30 days.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  To who this may concern, My name is ***** Cookhaines, On 6/4/2022 I went to Shottenkirk **** Of Granbury at 5:00pm for my appointment to look and test drive the 2016 **** Mustang 5.0 VIN #***************** that was listed on their website for sale in the amount of $26,405 +TTL. Well THE ***** WENT FROM THEIR ON-LINE ADVERTISED ***** OF $26,405 TO $31,395, but thats not even the worse of it. As you can see from the picture below the Market Value is ($26,405) as it shows on the website. The next line shows ShottenKirk care for ($2,995) and I asked what is this, was told its for a wheel & paint coverage that has to go on every deal. The next line says Recon for ($1,995), I thought this was against the law under ***** Occupations Code ******** / Use False, Deceptive, Unfair or Misleading advertising relating to the sale or lease of motor vehicles. https://www.txdmv.gov/sites/default/files/body-files/Dealer_Advertising_Presentation.pdf I asked why are you charging me for all of this stuff if I dont want it, because on your own website it states the price will be the advertised price Plus TT&L, Registration and $150 doc fee and there is a trade. In the state of ***** the customer gets a tax credit on the trade difference. So normal sales tax on a car is ****%, in my case it shows my taxes at $1,962 and by Texas State law my tax should have been $31,395 - $15,000 = (what it should have been) $16,395 x ****% = $1,024 taxes So not only did they lie about pricing their trying to stealing money from their customers as well. I know that this is not how all car dealerships operate and run but this one is bad news.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a *********************************************************** buying it and I wasn't unaware of but I took it to the **** house in Granbury to get it fixed it fixed it charged me $2800 to replace a dual clutch in the transmission the day I got it back the transmission failed again so build again so I had it toed backup there and they charged me $800 on top of the $400 parked that I had to order myself a control module And then I get it back again and sure enough the car still messed up and I have to have it toed up there again now they are telling me Now they are saying they want more money I am out over $4000 just on repairs and I still don't have a car that it works there was a recall on this faulty transmission that **** motor companyput out in this ***** several others I wasn't under the recall capabilityIn several others I wasn't Able to get it done under the recall so I paid the money but I still don't have the car and I'm out all that money and I'm not able to work or do anything because I have no car

  Customer response

  06/22/2022

  From: ************************* <**********************>
  Sent: Wednesday, June 22, 2022 6:36 AM
  To: ******************* <********************************************>
  Subject: Re: BBB - You have a New Message from BBB Regarding Complaint #********

   

  I still do not have a car. They still have it. Feel they r just doing this because I contacted u/BBB. I am truly struggling due to all this. I don't know what to do. My debt is unreal and still no idea when I'll have a car to begin to try to recover 

  Customer response

  06/22/2022

  From: ************************* <**********************>
  Sent: Wednesday, June 22, 2022 6:36 AM
  To: ******************* <********************************************>
  Subject: Re: BBB - You have a New Message from BBB Regarding Complaint #********

   

  I still do not have a car. They still have it. Feel they r just doing this because I contacted u/BBB. I am truly struggling due to all this. I don't know what to do. My debt is unreal and still no idea when I'll have a car to begin to try to recover 

  Business response

  07/14/2022

  ************************* bought the vehicle from another dealership. Transmission goes out and brings in to my service department. Part is on national back order with no eta. ***** buys a part from a junkyard, we install for free and it doesnt fix it. ***** is demanding a full refund for the vehicle from me and I didnt sell her the vehicle. No where to go from here, thank you.

   

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

  Granbury Ford

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Shottenkirk **** Grandbury via email on March 28th regarding a Chevrolet Tahoe listed for $56,035. I told the sales representative that I was interested in the car, that I was paying cash and would like to talk to someone with whom I could negotiate a price. She told me she would have someone call me back, they never did. I eventually got in touch with a sales representative, *****, who said they would not move from the internet price. I agreed to pay $56,035. He told me that a manager would call me to finalize the sale, no one called. The next day I left 5 messages and was finally able to get ***** on the phone. He said that the price was now over $58K plus a $3K recondition fee and $2K for warrantee options that I did not want. He said that the internet price was set by a third party and did not reflect the actual price. Shottenkirk Ford Granbury certainly discriminates against cash buyers and their advertising practices are far from truthful. After reading the ****** reviews for this company it is plain to see that this is standard practice for this dealership. Their internet pricing is truly a bait and switch designed to lure customers into their dealership. These practices are illegal under FTC regulations. I left a message with the general manager but have not received a call back. They did however post a canned reply to my ****** review.

  Business response

  04/26/2022

  To ******************* in reference to complaint ID *******        
                                  
  Unfortunately, after our best efforts we were not able to make an agreeable deal with ******************.
  
  
  *******************
  Shottenkirk Ford Granbury
  

  
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was charged $1200 for a reconditioning fee on a vehicle. And nothing that I was charged for was done as I have the proof, I am the district manager of oil change facilities and had to do all maintenance myself. and no maintenance or reconditioning was done on the vehicle by this dealership I know it is illegal to charge somebody for something that was never done. I tried to contact the dealer to rectify the situation but was told basically to bad.

*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. ↩