ComplaintsforJacobson Ford Sales Ltd

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2019 **** ******** was taken to dealer for regularly scheduled maintenance on June 16th 2023 and was completed. The vehicle was in excellent working condition with no issues. When I returned home after the work was completed we noticed the fabric skid plate was un-attached to the vehicle. I have contacted the dealer and **** of ****** and have received no satisfactory resolution to this matter. The dealers only response is to pay to have a new skid plate purchased and re-installed. I don't feel that this is a problem that I should have to pay for. The dealer claims this is a fault of this particular skid plate and **** of ****** claims it is a workmanship issue. I have been unable to get any satisfaction to correct this issue. If this is a common problem, according to the dealer, with this fabric skid plate then **** should be replacing them free of charge. I feel that I am getting the run around by both the dealer and **** of ******

  Business response

  11/07/2023

  Good morning,
  
  As per the **** warranty manual which can be found at: ****************************************************************
  
  After the 36 months or 60,000kms (which ever occurs first) the customers complete vehicle coverage has exceeded its limits and the customer is only eligible for powertrain coverage. ***** complete coverage has been expired since September of 2022 (almost one calendar year).
  
  I would like to specify that the fabric component is not a skid plate, its primary purpose is help with acoustic comfort, it also helps with optimizing the aerodynamics of the undercarriage by improving air flow. **** is correct that we do believe this is a craftsman concern with this product specifically however moving to another material (which may be less likely to stretch over time) would not provide the same benefits as to why the insulator was originally installed.Unfortunately, as we the dealership do not build the product, nor are we allowed to pass judgement on the quality of simple component, we do feel as though the product has worked effectively for the last 4 years (3 of which **** was happily under his warranty window with no concerns).
  
  ***** statement that **** will not cover the component is accurate, however we as a dealer did provide him with 2 options. The first was an option for him to return to the dealership and we could re-secure the shield in another fashion (at no cost to himself). This basic repair is what most customers will do as the fabric shield is known to swell with moisture (I.E. wet and heavy snow storms) or other weather patterns often found in our area and the replacement cost can be an annoyance. The second option is for **** to replace the fabric component as his cost, as this is no longer covered under his **** complete coverage warranty as he has surpassed the time limits of the full coverage basic warranty.
  
  We can emphasize with ***** feelings of not wanting to pay to resolve the issue. Yet, we as a dealer feel as though we have provided the client with 2 beneficial options,one which costs him no money, and another which allows for replacement of the part at his cost (yes out of his own pocket).
  
  In conclusion I would like to note that we as a dealer are independent, we are required to follow all of **** Motor Companys mandated rules and regulations. This being that the product replacement is not covered by warranty. If **** is still unsatisfied with the quality of the product (built by **** Motor Company, not Jacobson ****) he is welcome to reach out to the **************************** (the ***)at *********************. We have yet to experience poor feedback from a customer, ***** experience would certainly be a first.  Further information for the *** can be found directly at: ****************************************************************************************************;

  Customer response

  11/07/2023

  
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  30/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I Sold my 2019 * *** to Jacobson Ford I had a verbal agreement with the salesman they would remove the western plow truck side equipment, and they would ship it back to Kamloops. They took possession of the truck April 23, 2021. I was in contact via text April 28th and asked the salesman the status of my plow equipment removal, he did not reply. On May 4th I asked again with no reply. I have proof of all the texts. Mid June I drove to Jacobson Ford to pick up my stuff, and the salesman told me they made a mistake and sold the vehicle before removing they equipment. The salesman ensured me it would be taken care of and he would be in touch. He gave me his business card. I texted him August 11th and asked what was going on. No reply. Beginning of October I phoned and left the salesman a message with no reply. I phone the store manager and also requested to speak with the owner, and after much hesitation on November 3rd the manager offered to pay 1294.00. My cost of the equipment is $ 3623.07.

  Business response

  16/12/2021

  Good morning,
  
  We would like to respond to the complaint and acknowledge it to the best of our ability.  Myself (Jade D***********’s) involvement with this particular purchase of *** *********** 2019 ***** VIN - ***************** began back on the 22nd of April 2021.
  Arya J******, our Sales Representative and myself travelled to Kamloops in the afternoon to purchase and take delivery of the vehicle.  Mr. ********* was fairly specific on his timelines and the importance of our arrival before his bank closed for the day.  We arrived in time to get in line at the bank.  Once at the teller the bank would not accept our company cheque without placing a hold for 5-7 days.  This was not going to work for Mr. ********* as he needed the funds immediately.  We agreed that we would return the next day with a certified cheque so that Mr. ********* could have immediate access to he funds.  He claims he had made arrangements to purchase a *** and that deal was in jeopardy as he needed the funds from the ***** equity to pay for the ***.
  With all of the focus on the availability of the funds there never once even a verbal indication under my presence with regards to the removal of any plow equipment what so ever.  I have a very clear recollection of everything that took place that afternoon.
  I have several documents on file at the dealership including (attached) the signed offer to purchase which does not have anything in writing regarding the removal of any spoken of plow equipment.  I also have several documents with regards to paying off all outstanding liens that were attached to Mr. *********'s vehicle.  Jacobson Ford cleared all liens on *** *********** vehicle prior to funding the remaining balance to Mr. *********.
  On or about November 1st 2021, I received a phone call from Mr. ********* with regards to this matter, informing myself of his dissatisfaction thus far.  This was the first I had heard of the matter as he was attempting to communicate with Arya, our Sales Representative.  one of my responsibilities as the General Sales Manager for the dealership is to resolve any conflict which may arise. 
  One of my responsibilities as the General Sales Manager for the dealership is to resolve any conflict which may arise.  
  I took my normal course of action as I always do and gather my information from both parties.  I questioned my Sales Rep. Arya several times regarding this situation.  He was adamant that the return of the plow equipment was never discussed.  I then gave Mr. ********* the benefit of the doubt.  Provide me with confirmation that we agreed to remove and return any plow equipment.  I explained that I have responsibilities to the dealership and am not in a position to just write a cheque for anyone who feels they been wronged.  I need verification to submit.  
  Mr. ********* emailed a screen shot from his phone asking about the status of the plow equipment.  The screen shot was one way communication from himself to Arya, with no response as he indicated. This did not represent any form of responsibility on our end that we were in the wrong.  Perhaps Mr. ********* forgot about the plow equipment at the time of the transaction and reached out 5 days later?  I don't have an answer for that.
  What I do have an answer for is that I took the position that maybe all we have is a misunderstanding or miscommunication, and had our Fixed Operations Manager review the quote for replacement parts Mr. ********* provided in his claim for compensation.
  We were able to have that invoice reduced through our purchasing channels to $2587.91 (attached) and offered to split it with Mr. ********* as a gesture of good faith and a resolution to our problem.  (also attached) 
  This was not acceptable to Mr. ********* (attached)  I was actually surprised by this and slightly offended that Mr. ********* stated "*** ******* **** **** **** * ********"  My thoughts became this guy just wants money and is accepting zero responsibility for his lack of documentation regarding this matter.
  At this point we are not prepared to do anything further for Mr. *********.

  Customer response

  18/01/2022

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

  Thank you ********
  In regards to the manager’s statement that he didn’t hear anything about the plow equipment removal on the day of purchase.. 
  - that was not the day of purchase because they brought me an uncertified cheque that wouldn’t clear.
  - I had an agreement with the salesman, not him.
  -the agreement was that my equipment would be removed and delivered back to Kamloops where they purchased the truck.
  
  
  In regards to the managers statement that I waited a week to inquire about my plow equipment.
  
  - of course I waited a week, the salesman told me it would be at least a week before they could get it in the shop to remove my equipment.
  - I made several attempts to contact them via text and phone call but no communication in return
  - I finally got fed up and drove to Salmon Arm and spoke directly to the salesman at the dealership, the salesman apologized and assured me that this matter would be taken care of.
  
  There is no way I would just give them the equipment for my small business, I can’t believe the way this has been handled, the fact they are willing to cover half the cost of my equipment is a pretty clear indication that they have made a mistake.. I have recently had to replace my equipment at my cost.

  Further to my last statement, My equipment has been replaced to the tune of 3600$  
  
  
  Sincerely,
  
  **** *********

  Business response

  19/01/2022

  Re: ID # ******** * **** *********
  
  Dear **** *** ** *****
  
  

  Copied below is your (BBB) response on December 27, 2021 stating this case has been closed.  Any further correspondence can be directed to our Legal Team at **** ****** ***** *** ******* ********* ******* ******** *** *** ***

   

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

*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. ↩