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Complaint Details
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Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased my daughter's first car from Chino Hills Ford last January. In October, the ** went out - which seemed odd for a low mile vehicle. There is a lot more to this but in taking it to a mechanic he found that this "accident free" car had actually been in a major accident. The abrasions on the **'s refrigerant tube took months to wear through before the symptoms of a concealed accident could be visible. My mechanic called me down to his shop with a "you'll have to see this to believe it." The entire front end was pushed in but it appears that rather than repairing any of it, Chino Hills Ford simply purchased an after market bumper, sprayed it to match (without prep so that paint is now failing) and sold the car as "accident free." If I had put the car on a lift before buying this would have been obvious but I assumed they as a dealer were honest. Since October I've been trying to reach the manager to discuss. They need to either buy the car back for what I paid, plus the repairs I've already made or pay my expenses to repair all of the damages that they concealed.I first sent an email to the original sales person requesting a response - but received nothing. After waiting over a month, I called asking to speak with the ** and was greeted by a "Customer Relations Mgr" who indicated that the ** would get back to me.Later, a sales mgr, **** returned my call and told me that if I had brought it back within 30 days they definitely would have paid for all of the problems but because it had been several more months there was nothing he could do. I reminded him that because this was fraud that they had obviously gone to great lengths to conceal, there was no way for me to know that they had hidden something until a symptom existed and that I reached out as soon as that happened.I again asked to speak with the ** whom **** indicated would be calling. Now over another month has gone by and they continue to ignore my request.Initial Complaint
09/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 9/9/2023 I purchased a vehicle from **** Chino Hills. Similar to other complaints I told them I did not want the paint protection plan, but they argued it was mandatory and the coating is applied to every vehicle and charged an additional $1.5k. I went through with signing all the papers that are displayed on a very large electronic screen, making it difficult to actually read the contents. After reading the contract on the usb stick they gave me, I've learned that this protection plan is optional and Ally (the company providing the warranty) told me that the dealer should be able to cancel it. I've since called the **** Chino Hills multiple times and was told the general sales manager would call me back. Now, they hang up on me when I call to inquire about this issue.I would just like to get this refunded since it was not accurately explained and forced upon me at the point of sale.Business response
10/04/2023
******************,
Please accept his email as Chino Hills Ford's response to ********************** complaint. Our dealership takes all customer complaints seriously. To the end, we have reached out to ****************** and apologized to him for any confusion about this transaction, and provided him with the refund he was requesting. At this time we consider the complaint to be resolved.
Should you have any further questions or want to discuss this matter further please don't hesitate to contact us.
Thank you,
Customer response
10/11/2023
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. I got the money refunded as requested.Initial Complaint
05/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On Saturday, May 13th 2023, my husband & I went to purchase a vehicle from Chino Hills. From the first moment we started trying to talk price with the sales team, they used so many shady, unprofessional sales tactics that I don't even have enough characters to explain all of. So I will just include the main reasons for this complaint. Even though I have many more! They sent out multiple people to talk to us about pricing on the new car. All of which I would point out the flaws in the math they were doing in my payment paperwork. I knew they were hiding charges but I didn't know where yet. Once we got to salesman #3 we finally got to an amount that I felt we were comfortable to finance. That salesman then told us he'd run our credit through our bank for said amount we agreed on. I later found out that he asked my bank for $3000 more than the amount we agreed on at that time, without my permission. I later caught a $1999 charge for a paint protection add on, that we never asked for or talked about, that had been snuck into our contract. When I told the man that I wanted this off, he told me it was something that was not optional and had to be sold on all their vehicles. (I later reviewed my contract to find it does in fact say this is optional & can be taken off at my request) Even though my husband & I asked him multiple times to take it off, he refused. And told us we could not buy the car without it. Which was a flat out lie. I've since tried to contact Chino Hills to get them to make this right & after a week & a half of people telling me they'd get back to me & never doing so, I was told my only option was to bring the car back & take back my old car. I told them I wouldn't be doing this because I'm happy with my new car. Just not with the Paint Protection Plan that should've been taken off at my request & was not. I just want my money back for the Paint Protection ($1999) since I was lied to & taken advantage of so they could make a higher sale.Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
January 2022 leased a 2021 Ford Edge 3 weeks later a part broke underneath the car, took to CHF to look at, they fixed by zip tying due to broke clamp. 4 weeks later it broke again took back to CHF and they zip tied again with heavier tie. I asked for a new part to be order, they said they would, weeks and months went by no call or part. with much dissatisfaction with the vehicle, I went to trade it in, and no one would trade the vehicle due to it being a lease so I had to go back to Chino Hilld Ford, this was in August and the part was still not in, because they did not order the part as promised. I selected another vehicle a **** ******** *** * ******. after running my credit 11 times I was declined from ally finance and others, however, when Ford had them rum my credit again for the 3rd time, I got financed somehow, declined financing due to the vehicle being less than what Ford was trying to finance and it still is to this day. When I went to trade in the 2016 in, I was overpaying by $15K and cannot get a trade in. Ally knows the vehicle was over paid and so did Ford. Now I cannot get out of this vehicle that has mechanical issues and only worth less than $20K. Please help me get out of this vehicle.Business response
01/18/2023
We completely understand where you're coming from. I first want to express our gratitude for being a valued customer and bringing this issue to us.Based on your request we can try to accommodate you. There are a few solutions that we can discuss so you can move forward. please contact our Sales Manager at *************Customer response
01/19/2023
I am rejecting this response because: I have spoken to the sales manager on several occasions and nothing has been done! I have spoken to ally and they send me back to Ford and they haven't done nothing.
Business response
01/19/2023
Hi ******,//I am so sorry that you are having issues with your 2016 Mercedes that you purchased from us on 08/01/2022 . In checking the Service history I see that you have not brought it in for us to look at yet. I have been trying to reach out to you to bring your car in so that we can run a diagnosis on it, but your voicemail has been full. I also have sent you an email to reach out to me. Please give me a call at ###-###-####.Thank you,****** ******Customer Relations ManagerChino Hills FordCustomer response
01/24/2023
I am rejecting this response because:
I have added them to look at this vehicle and they refused abd told me I needed to go to a Mercedes benz dealershipInitial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a car from this dealership first week I got it battery needed to be replaced back up camera has been replaced 4 times because the error it keeps having .my driver seat broke and caused a safety issue I have been without car for 2 months during the time of the repairs and the problems with screen back camera keep ongoing as well as reversible brake errors on my screen also requested purchase o contract 3 weeks ago and still don’t have purchase contract copy.Business response
12/21/2022
****** car was seen by us in January 6-13, 2022 and then again yesterday where we fixed the concern. All the rest of her concerns were addressed by Ken Grody Ford.PART NUMBER PART DESCRIPTION QUANTITY MB5T 18K810 DBB 000 URAMFM1 001 PART NUMBER PART DESCRIPTION QUANTITY 14G371 000 PART NUMBER PART DESCRIPTION QUANTITY LB5Z 19H405 E 001 PART NUMBER PART DESCRIPTION QUANTITY RENTAL 000 PART NUMBER PART DESCRIPTION QUANTITY 18K810 000 PART NUMBER PART DESCRIPTION QUANTITY L1MZ 19805 BC 001 PART NUMBER PART DESCRIPTION QUANTITY MB5Z 7862187 EC 001 PART NUMBER PART DESCRIPTION QUANTITY 19H405 000 PART NUMBER PART DESCRIPTION QUANTITY MB5T 18K810 DBB 000 URAMFM1 001 PART NUMBER PART DESCRIPTION QUANTITY MB5T 18K810 DBB 000 URAMFM1 001 PART NUMBER PART DESCRIPTION QUANTITY LB5T 18B955 UC 000 UEFP7 001 PART NUMBER PART DESCRIPTION QUANTITY 5U5T 14G371 CMD 000 USG3N 001 PART NUMBER PART DESCRIPTION QUANTITY 14D212 000 PART NUMBER PART DESCRIPTION QUANTITY PART NUMBER PART DESCRIPTION QUANTITY RENTAL 000 Initial Complaint
10/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Chino Hills Ford Service Dept. is nothing short of a nightmare. We took our truck in for diagnostic of 2 minor issues.We informed them of the parts that had been replaced already and just wanted to truthful diagnosis of what could be remaining to the issue. I was given a breakdown of 8 parts that they said needed to be replace, 2 of which were the brand new Ford OEM parts that we had just replaced. The estimate was outrageous so we decided to pick the truck up and take it elsewhere. Now on to the MAJOR issue- On Fri I told them we'd be picking it up either Fri or Sat. They advised that the truck was ready for pick up. We again called while on our way Sat morning to make sure it was ready. They assured us it was. We paid the diagnostic charge and my husband got in to drive away. After pulling out of the parking lot and getting less than 100 yds down the street, there was a loud popping noise and the truck then disappeared from my view because of the amount of smoke pouring out of it. He turned it around & when trying to pull back into the dealership it died, smoke pouring out from under the hood & the exhaust. Upon opening the hood, we found that they had not put the truck back together, the EGR valve was laying on top of the motor, there were other parts disconnected & all of the bolts were laying up next to the grill under the hood. Are you kidding me!?They told us MORE than once that our truck was ready to be picked up. We asked for the service manager and before he could come out, 4 service techs came walking out from the back and just stood there staring at the truck and shaking their heads.There was so much smoke coming from the truck that it got the attention of not only the whole service department, but also at least 4 or 5 people from the sales side hurried out to see what was going on. When the service manager finally came out he advised that he spoke with the tech that worked on our truck and that he had not been told the truck was being picked up so he diBusiness response
10/06/2022
*** ****, Director of Fixed Operations has reached out to ***** *****. ***** will be in here with her vehicle on Monday, October 10th at 8:00 to have her car serviced. At that time she will also receive a loaner to drive while her vehicle is being repaired. ***** was happy after she spoke with Tom.Initial Complaint
09/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I wanted to purchase a 2016 Jaguar it’s on sale for 20,242, they told me summit a credit app with no impact on my credit I did! My score was at 732 now it’s a 712, the vehicle in question they told it’s $20242 plus taxes license fees , plus we add our package that’s another $5200 I told them I don’t want that package they told we have to ! Why? If I don’t need insurance for paint that’s why I pay for my insurance. I told them I can’t afford $29000 from 20242 to almost 30000! So I said no they told they will work things out with the add on packages! No they ran my credit over and over! My emails were going crazy with my banks inquiries! A no impact credit check doesn’t lower your score like that! I’ve gotten a few from other dealers! Not these guys! Please help ! They lie on there page stating the car in on sale from 25000 to 20242 until they add an additional 5,200 to it what’s the sale? Please help!Business response
09/28/2022
****,
You had given us permission to run your credit with a credit application that you completed, this resulted in a hard inquiry. We do this so we can find out what kind of financing your eligible for and therefore how much you can afford to pay for a car.
Chino Hills Ford checked with multiple lenders to see the best rate and terms that they could get for you since you requested a 6% interest rate.
You can file a dispute with any three major consumer credit bureaus that have an inaccurate hard inquiry for you on your credit report.
Initial Complaint
08/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
The name of the service involved are dealer add-ons that are listed under optional on my contract, were viewed in an "options" brochure but sold to me as mandatory. Yes. The price the car was advertised for did not include the mandatory dealer add on "options" that the salesman, general manager and finance manager all claim are mandatory. I was charged $3,000 for ELO GPS and Courtesy Guard. I did not want either and asked many times that these items be removed. The price was $1,000 for ELO and $899 for Courtesy Guard. On the sales contract, those prices are much higher. Courtesy Guard was sold to me as Etch Guard and it is not - my vehicle glass is not etched. There are three lousy stickers that can be easily removed for $1,199?! I have GPS in my car - I do not want or need ELO. I requested to cancel both items, I was told that is not possible which is also not true. If the purchase price included these two "optional" mandatory dealer add-ons, I would have never went to view the car. That would put the price $3,000 over normal value. The dollar amount in dispute is over $3,000.00. The date of the transaction is 7/25/22. The car was advertised on their website on 7/22-7/25. I signed a contract under the belief that the price was different, that the two items listed were mandatory and that I was receiving additional add-ons at no charge - none of which were true. I contacted my salesman the following day, contacted the dealership multiple times, spoke with the general manager and contacted Ford twice. I would like a refund and cancellation of the ELO GPS as well as Courtesy Guard.Business response
08/11/2022
Spoke to the client and we will be offering her a Refund for the full amountAliCustomer response
08/12/2022
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.Good Afternoon,
I am writing to inform you that I was contacted this afternoon by ***, Executive General Manager. He explained that the dealer options are never mandatory and he will be refunding $3,149.00.
I really appreciate the help from BBB and at this time my complaint is resolved.
Thank you,
***** ****Initial Complaint
04/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought my new 2020 Ford F-150 in January of 2021. It had less than 3 miles on it when I test drove it. I took it in on April 8, 2022 for and oil change and a problem with the start/stop on the transmission. I've called dozens of times and each time I'm told they need to order a part. Then they tell me it will be a couple of days and I'll have my pick-up back. Every time the promised date arrives, I'm told they needed to order another part and they need another couple of days. I was just told that this morning, April 26 after waiting 19 days, that they had to order another part and it would take another couple of days to get in. It's time the BBB got involved. Thank you very much. ****** ** ******Business response
04/27/2022
I looked into this and the hold up was on the parts from Ford.. they were on back order from them... The car is repaired and ready to be picked upCustomer response
05/03/2022
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.Yes, my vehicle has been repaired and I now have it and it’s been operating correctly so far. Thank you so much for your kind intervention on my behalf. Please have a blessed day! Robert
Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
2015 Ford Fusion Energi Titanium VIN #: ***************** FORD has incorrectly denied warranty coverage on my vehicle’s transmission replacement, stating it is only covered for 100K miles in which my vehicle has surpassed that amount. Their claim is incorrect according to California's Emission Warranty which I will further detail below. FORD has violated California law in that FORD fails to cover under the California Emissions Warranty all of the parts and labor costs relating to the diagnosis and repairs of all defective emissions components that FORD is required to cover for 15-years or 150,000 miles whichever occurs first, as required by CCR Title13, Section 1962.1, 2035, 2037, and 2038. CCR Title 13 Section 1962.1, 2035, 2037, and 2038, require that, for PZEV Vehicles, all defects in materials or workmanship that would cause the vehicle’s on-board diagnostic malfunction indicator light to illuminate (as defined in CCR Title 13 Section 2037), all defects in materials or workmanship that would increase emissions, and all defects in materials or workmanship that would result in a vehicle not being able to pass a California smog check are warranted for 15-years or 150,000 miles, whichever occurs first, pursuant to the California Emissions Warranty. The 15-year warranty period is reduced to 10 years or 150,000 miles only for “a zero-emission energy storage device used for traction power (such as a battery, ultracapacitor, or other electric storage device).” PZEV vehicles as defined by CCR Title 13 Section 1962.1, for which the California Emissions Warranty provides coverage. FORD has failed to comply with its warranty obligations pursuant to the California Emissions Warranty by refusing to cover the cost of the transmission repair needed and demanding I pay out of pocket for it.Business response
01/04/2022
Clients transmission is covered - You need special approval from Ford is needed on all warranty items this is a emissions warranty. Client is aware of this and that is it being handled. Parts have been ordered and we are waiting for them to arrive.Please advise how else I may help.ThanksCustomer response
01/04/2022
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.
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