ComplaintsforLiberty Ford Brunswick LLC

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Subaru Forester last year May(2022). The sales rep was very nice and helpful. Since it was a used car we purchased an extended warrantee(5 years) and was told it went thru at 52 point inspection. Within the first week I took the car in to get checked as I was hearing a loud noise when turning as well as heavy vibrations/pulsing when breaking and turning. I was told it was normal for cars to do that when turning the wheel and that the breaks were fine. Fast forward to today (March 2023), made an appointment with liberty, I was told I didn't have a warrantee, and it would be better for me to go to a Subaru location. After going to a Subaru location, I was told the noise is not normal, break pads were on "backwards and upside down"(literally written on the invoice from Subaru and cost $214.95) and the noise/vibration was coming from a control arm(cost $893.22). My frustration comes from trying to get the issue resolved not once but twice at the liberty ford Brunswick service center and being told nothing is wrong both times. The first time they had my wheels off and said all was fine. The second being turned away and told i had no warrantee coverage. If they actually did a 52 point inspection both these issues would have been caught and would not have cost me anything. Same goes for if they had actually been looking at the breaks the first time I went in and asked them to.

  Business response

  03/06/2023

  We have communicated with Mr. ******** and resolved the issue. 

  Customer response

  03/06/2023

   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.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with A sales person for over a month on obtaining a Wildtrak Bronco from Liberty **** dealership. I made it very clear from the beginningthis would have to be A plan. After a long wait I received his call this morning 1/26 advising he has a Wildtrak Bronco. I reiterated about the APlanto ensure there was no changes. The sales person confirmed I could use APlan. I immediately left work and came to the dealership within 20 min of his call. We test drove the car and even then talked about APlan price again. I alsocalled my father for the *** number.As we entered back in the dealership amanager came over and started going over the price. I advised that it doesnt reflect A plan and Ill have the pin soon. He told me I cant use the Aplan do to your direction as General Manager.This was the first I heardof this as it seemed like a bait and switch to get me in the door to raise the price. Alsothey had someone on there way that wanted it so I felt as ifI was deceived to let the other customer obtain the vehicle. My family has bought many cars from this dealership. I was really taken back by this experience. I have informed the general manager of my experience and stated the employee was new and didnt know what A plan was. I find the response ridiculous as the sales person told me the A plan price so there was no misunderstanding.

  Business response

  01/27/2023

  
  First, I am sorry for the experience Ms. ***** had.  We never desire confusion when handling customer inquiries, but at times its does happen.  I have reviewed the communications between Ms. ***** and our salesperson regarding her inquiry into this Bronco.  While Ms. ***** did inquire as to what the A-Plan price is, she did not ask if she was able to get it on this vehicle, nor what A plan promised to her.  On highly specialized stock units we generally do not offer A-plan pricing.  We do offer to order specialty units for customers at plan pricing, including A-plan, but stock units (of this specialty are almost never offered at plan pricing). 
  
  I can understand that Ms. ***** may have thought she was communicating that she wanted A-plan pricing, but that was not received by our salesperson, and again, not promised to her. The current vehicle at issue was a rare stock unit that was not being offered at A-plan and we did not price the vehicle online due to its intended pricing.  
  
  We are more than willing to assist Ms. ***** in obtaining a Bronco that she desires, and we would happily order her one at A-plan pricing.  If we order a customer a vehicle at a specific price, we do not change that price once the vehicle arrives.  Again, if we caused any confusion to Ms. *****, we apologize, and if we can assist her in way, we will.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEY HAVE NOT SENT ME MY car title THEY TRY TO ME WHAT MY INFO IS

  Business response

  08/02/2022

  While I am not exactly sure what the entirety of the customer's statement is, the customer purchased the vehicle on 7/12/22.  He did not produce the *** or the certification of incorporation until after that, which was necessary for the title work.  It was produced and we processed the title.  It takes time for it to turn over.  It hadn't even been 3 weeks when this complaint was made.  In **** a dealer has 40 days to title the vehicle to the customer.  That will happen. 

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