ComplaintsforFord of West Memphis

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We inquired about a truck this dealership had for sale. In the pictures it looked great! The description never mentioned anything about damage to the vehicle. We spoke to several people at the dealer, none of which disclosed the actual condition of the truck. We were 800 miles from the dealer and based upon what had been represented to us, we decided to sign papers on the vehicle and pick it up 10 days later when we came in for the 4th of July holiday. Our deal involved a trade in of our van which had a balance. We showed up and the truck was heavy scratched, dented, missing trim, trim falling off, etc along with some mechanical concerns. We told the dealer that it didn't look like that in the photos and that we couldn't go along with this deal. They informed us a 3rd party takes the pictures and not them and that there was nothing that could be done, that we had to take the truck because they already did the finance paperwork. This is gross misrepresentation of a vehicle with high pressure sales tactics.

  Business response

  07/10/2024

   

  Dear *********

   

  Re 21927736

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

   

  The customer purchased the truck on line. All paperwork was done online. The truck was and is still listed on line on our website www.fordofwestmemphis.com. 2015 Chevrolet 2500 with ****** miles stock number 7297U. The customer was working out of state when they came in to pick up the truck they were not happy with the purchase. We were in contact with **** the lien  holder were able to cancel the original agreement. Choose another truck redo the financing and deliver to them the same day.

   

  Thank you

   

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle back on February 15, 2024.. A week into having the vehicle, I noticed my rearview camera not working. I called my salesman ***** to try to get my car looked at. She stated that it would cost $150 to get it look at but she will call someone else cheaper. I have had to get an oil change 3 times since having the vehicle. A week ago before the third oil change, my check engine light came on and said reduce engine performance. I took my vehicle to ***** the maker of my car. They told me the car was brought to them back in 2022 for the same exact complaints of the rear view mirror not working and said that it was diagnosed as needing a new vcm which is the vehicle computer module. ***** proceeded to say that the owner of the car gave them the car and they sold the car back. ***** then sold the car to the auction and Ford of West Memphis bought the car and sold the car to me. **** tells me to get my car towed to them and they will see if they can fix it and that they did a full 27 point something check to make sure everything was fine and that no lights came on the dash. That was a lie because ***** said that the city alert was a light that should not be on there.They first told me it was $360 to just look at the car and if its just a fuse then they will refund me back my money just charging me the service fee. Well when I was ready to pay the $360 Tuesday, **** told me that it was $437.98 to get my car looked at and no refund. It should not cost $437.98 to look at a vehicle.

  Business response

  06/28/2024

  I am sorry that ********************** is experiencing problems with her 2016 ***** XC90.  We performed a mechanical inspection on the vehicle on 2/12/2024 when it had ******* miles.  On higher mileage cars we inspect the mechanical portions of the vehicle only.  We test to see if there any failures or any impending issues that we can resolve before sale.  Due to the nature of automobiles these inspections cannot predict future problems in many instances.  There are some areas that we can see signs of future problems.  An example would be metal in the transmission or engine oil. This vehicle passed post sale inspection at the auction as well as ours. 

  The fee for diagnosis is before tax.  That is the difference in price.  We have spoken with our service department to make sure they always say "plus tax".  If that wasn't communicated we apologize.  We will give you a free oil change next time one is needed.

  The cost to diagnose complex problems is extreme.  We try to help customers whenever possible by stopping diagnosis as early as possible thus coming in under the pre approved amount.  More often than not we exceed that approved time and the service manager pays the technician for the additional time. The charges ********************** incurred are the exact same charges (minus tax if the vehicle is for resale) that the service department charges our used car department.

  The vehicle was sold "as is" and without a Warranty or Service Contract.  This was disclosed 3 times by signature along with a signed list of common vehicle failures.  The vehicle has 7,700+  additional miles on it since purchase.  This situation is by far the most frustrating part of the automobile business.  We go to much greater lengths than normal to try to avoid these situations.  Unfortunately, they sometimes occur no matter our efforts.

  I have attached documentation from time of sale.
  

  
  
  

  Customer response

  06/28/2024

   
  Complaint: 21881219
  
  I am rejecting this response because is their a way that I can just trade the vehicle in with no down payment?
  
  Sincerely,
  
  *******************************

  Business response

  07/10/2024

  Dear Mrs ************************************* will be happy to try to help you with a car purchase. Down payment is a direct reflection of credit history , credit score, and debit to income ratio.

   

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Ford of West Memphis on March 30, 2024 under the impression that I would be trading in a vehicle that I had already gotten from them in October of 2023. I was informed that I would need a co signer and a $2000 down payment which I brought both. Later, I was told that my Co-signer ***** Dowls name would have to be put first because his credit was better which we agreed to. They ended up telling me I need a $2500 down payment which I paid. I then asked the salesperson ****** what was the outcome on the trade in he told me he couldnt advise me on that and that ***** would have to advise me on that. I received a text from ***** stating he (******) said to just take the car and turn it in once the deal on the new car had been funded. Then when we were called into the finance office ***** only asked my boyfriend to sign. We werent aware of how things worked and assumed that he was only signing because he was primary since we had just signed everything else together. At the end of everything I ended up not only not being on the car but I am still being held responsible for the truck that I thought I would be trading in. I have been calling and trying to get the situated rectified since 4-1-24. They apparently have two different departments and the salesman ****** was trying to cut the other lady ****** out and s**** her over. He is now acting as if he doesnt know what is going on. When I spoke with **** the Branch manager he stated that we would just have to undo the new loan. Now ****** is saying the deal is done

  Customer response

  04/09/2024

  The issue was resolved but people still should know so things like this wont happen to other people who are going to these people looking for help 

  Customer response

  04/10/2024

   
  Date Sent: 4/9/2024 6:35:07 PM
  The issue was resolved but people still should know so things like this wont happen to other people who are going to these people looking for help 

  
  

  
  

• Initial Complaint

  03/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 20, 2024 I purchased a 2013 ***** equinox from ********************* of Ford of West Memphis. After going over the vehicle ********************* assured me that the issues with the vehicle would be fixed because it had just been traded in and it had not even been cleaned out yet. I stopped by Ford of West Memphis 4 to 5 times Within the first 30 days of my first car payment being due. I complained about the vehicle smelling like burning rubber, nothing on the dash works, the backup camera does not work, the radio does not work, the front right tire pops you can hear the struts, there are 3 tires on the vehicle and 1 of the tires on the vehicle that is completely the wrong size. The only thing that got repaired was my windshield within this time period,On March 9th 2024 I went out to start my vehicle to go to work and it would not start, the key is even stuck in the ignition. I had to have the car towed to Ford of West Memphis because it will not even start. I find it extremely unethical to sell somebody a $13,000 vehicle that will not even run after only paying 1 single car note. *********************** in finance had a really big issue with me coming into the location Saturday March 9th,and said quote"once a vehicle rolls out of here man, I don't care! it's not my problem anymore"!! I have tried 4 or 5 times to get these issues resolved and now the vehicle will not even start. I am hoping that Ford of West Memphis will do the right thing and either fix the vehicle or offer me something worth same value. Everyone at Ford of West Memphis keeps passing the bucket to someone else that says the issue can't be resolved unless I leave the vehicle with them. So I've paid one car note on my vehicle and it's sitting at Ford of West Memphis. I filed a complaint with the *************************'s department because the car will not even start and I have only had the vehicle for 49 days. I really just want Ford of West Memphis to do the right thing.

  Business response

  03/21/2024

  We are sorry that **************** is not satisfied with his purchase.  We have and will continue to help him work through any problems that he has.  The incident where the Sheriff **** was called involved a complaint where **************** felt like the vehicle had been stolen out of ******** and had been involved in a crime spree in West Memphis.  ********** came to the dealership and resolve and clarify the situation.  The no start incidents were resolved by charging the battery. The battery tested to be in great shape so we are unsure what ran the battery down.  There was a computer update that had to be performed at a GM dealer and we set that visit up for ****************.  Upon purchase we highly and repeatedly recommended he purchase a specific car that would fit his monthly budget and have a warranty that would eliminate major repairs.  We are strive hourly to do our very best to present cars that have the very best price/value/dependability combination.  There are always unforeseen issues that nobody can control. We are committed to helping **************** in any way possible and sincerely hope that once these initial problems are resolved he will have a car that will last him years. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, I am writing this letter on behalf of my husband, *****************, and the poor service he received at **** West Memphis in July 2023. My husband previously purchased a used **** F150 in 2020. During a maintenance appointment in July 2023, he inquired about a chronic rattling noise. It had been going on for several months. He was told the cause of the problem was phasers and this could eventually cause issues with acceleration if not corrected. The cost with parts, labor, and the maintenance appointment totaled $6000. We were dumbfounded, but agreed to have it fixed. My husband is a small business owner, and his truck is an essential part of his business. After calling several times to get updates, two weeks later he was told he could come pick up the truck. When he went to pick it up, it would not shift into gear. This was an entirely new issue. Shifting into gears had never been an issue. He was then told it was a CVL joint and that this part was temperamental. The cost to get everything fixed, including the routine maintenance check, was $13,000. At this point, we were frustrated and disconcerted. We were faced with the dilemma of paying $13,000 or getting a new truck. We elected the latter. We requested another used truck. However, after several days, my husband was told this was not an option. Financing was another issue despite his greater than 750 credit score. We are currently paying over $60,000 for a new **** 150, including the price of the old truck. After speaking to one of my Veteran groups, I decided to write this letter. Apparently this situation is not unique. As a military family, we want to support American made products, but this particular situation has left us disgusted. I do not know if anything can be done, but I am writing to ensure that you are aware of this situation and that no one else has to go through this traumatic issue. It has been emotionally and financially draining on the family.

  Business response

  11/10/2023

  Dear *************,
  
  We sincerely appreciate you reaching out to us regarding your experience at **** West Memphis. Your feedback is of utmost importance to us as we strive to provide the highest level of service to our valued customers.
  
  After thoroughly reviewing the service history of the 2019 **** F150 you traded in on July 8, 2023, I wanted to address the concerns you had regarding the engine and transmission. According to the service records, you brought the vehicle to us on June 19 with an engine concern. It was diagnosed as a cam phaser issue also affecting a few related engine components. During the time your vehicle was with us for the engine concerns, we also performed requested maintenance.
  
  When the vehicle was being returned we noticed a transmission problem. At that point, we diagnosed the concern to discover what failed.  We felt that the most cost effective repair was a transmission replacement.  We provided you with an estimate for this repair.   The vehicle had ******* miles and we were concerned about other possible issues that may be occuring.  We feel that you made a wise decision to trade in the vehicle for a new one that was covered under the factory warranty.   We took the vehicle in on trade and performed 2 seperate thorough evaluations. We sent the vehicle to a third party transmission facility to get an independent opinion.  Their technician confirmed our diagnosis as an internal transmission failure.  Upon teardown it was determined to be a failure of the *** Drum inside the transmission.  It is not possible for the failure to be caused by the repairs we performed.  We paid the independent shop (*************************** Transmissions) for the complete repair as they were already involved.
  
  We took these steps long before this complaint as part of our normal quality control process.  We understand that a significant amount of money is at stake and we take your investment seriously. If *************************** found that the transmission failed due to our negligence we would have revalued your trade to give you the full trade value.  Every once in a while a situation like this occurs and it is unfortunate for all of us.   
  
  Once again, we appreciate your feedback and apologize for any inconvenience caused. We value your trust in our dealership and remain committed to providing exceptional service to all our customers.
  
  Sincerely,
  **********************;
  General Manager 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from ford of West Memphis,they sold me a car that had been in an accident. the Carfax report I was showed was clean. All I asked for was them them to buy the car back with incentives. So I can go back to get me a car from someone else. Unfortunately, that was over 2 years ago and I am still in this car. They never told me that the car had damages until I tried to trade the car in at ****** dealership. The car was appraised for $9490. I owed 25K. No one is going to buy this car from me. I was told that they would fix this problem, and that they understood.

  Business response

  02/04/2023

  **************** made us aware of the vehicles CarFax report Months after her purchase. We make every attempt to verify each vehicles history prior to sale which in this case did not indicate any prior accidents at the time of ********************  purchase. Although every resaonable  attempt is made, we can offer no guarantees or warranties regarding 3rd party reporting sources. Once we became aware of ******************** concerns, We completed an inspection on the vehicle in an attempt to verify the prior accident history as reported by ****** and found no evidence of prior body repairs. We also contacted ****** and they were unable to validate the information on the report. We value **************** as our customer as with all of our customers. Since this complaint was filed, we have traded **************** out of the vehicle and assisted her in purchasing a new one. She is now a happy customer of **********************. 

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have got a ford f-150 from ford of west memphis in west memphis,arkansas and 6 month later they came and repo my truck for no reason at all and then they told me that the real reason they repo my truck becuase i was late on my monthly payment and but i wasn't late on any my truck payment i just have 2yrs and 6 month to pay off my trucks then sold my truck without telling me and they did give me the chance to get it's back they just closed out my loans without talking to me,

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/02) */ We are sorry to hear your experience did not meet your expectation. It is our goal to provide each customer with the highest level of service possible. After reviewing the account history and the documented communications we have had with the customer over the past 2 years, we have determined the account was in fact in default and the information reported to the credit bureaus is correct. If the customer has records indication otherwise we would be happy to review them and make any necessary corrections to the customers credit file. We ask that the customer bring proof of payment to the dealership so that our accounting department can review the information. Consumer Response /* (2000, 7, 2021/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) well if they allowing me to finish off my truck payment the amount remains is $6,418.09 Business Response /* (4000, 11, 2021/11/08) */ Thank you for expressing your desire to pay the balance owed. We can certainly make an arrangement with you to pay Monthly until the full balance is paid. However, the truck you are referring to has been sold given the fact this repossession took place nearly 2 years ago. We will have someone from our accounting department reach out to you to discuss a payment arrangement.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a car from Ford of West Memphis 4 months ago and have not had license plates for the car. The dealership gave me temporary tags for the first 3 months. On the 4th month August 27 2021 my temporary tags expired, I went to the dealership to pay my car note and get another 30 day since my paperwork hadn't arrived yet. They told me that they can't give me another temporary tag and said it's the DMV's fault, but they can't give me another temporary tag. They even went as far as to make up a lie about Tennessee passing a law saying that you can drive on expired temporary tags for 6 months. I am worried about getting stopped and it puts me in jeopardy and I need a resolution.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear valued customer, I'm sorry to hear your experience did not meet your expectations with regards to your registration. We are aware of the current title delays the State DMV is experiencing. We did verify that the title was in fact issued on 9/7/21 and should arrive at our dealership very soon. You will be notified as soon as the title has arrived in our office. With regards to the 6 Month allowance on temporary tags, that information was given to us directly from Shelby County as they are aware of the current processing time delays. We hope to have this resolved for you in the very near future.

*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. ↩