ComplaintsforEl Cajon Ford

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last week I started speaking with a sales person at El Cajon Ford regarding stock number 8314. 2019 F250. They had it listed for $29K and changed the price online as I was discussing coming to purchase the truck. I went in to see it in person and was told it was not ready and that it had to go through safety inspection and they could not sell it to me. I was promised the vehicle both verbally and given a business card regarding the arrangement. I had asked them to expedite the repairs as I sold the vehicle I was driving to purchase this truck. I keep getting the run around and as of today ******************* called and told me that he bought the truck from a friend and was selling it to a different friend and that I could not purchase it regardless of the agreement I had with *************************** and ***********************. This behavior feels illegal and I intend to explore those options as well however this should be documented as a complaint due to their unprofessional behavior.

  Business response

  07/24/2024

  This complaint was settled to the customer's satisfaction.  Our understanding was that she was removing the complaint.

  Customer response

  07/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my Expedition in because it would intermittently stall, but still pretty regularly. I would coast to the side of the road put it in park and it would restart. After a while, the truck wouldnt try to start like the computer didnt recognize the chipped key. I told the service writer these concerns and he focused on the, in his words "no crank, no start" even though i reiterated numerous times that wasnt the main concern because my vehicle stalling out while driving down the road is a safety issue for my family. After dropping it off Thursday, they said it would likely be a few days before they could get to it. I was good with that. Monday at 12:46pm i get a call that i missed saying i need a battery and it needs it before they can check anything else. I try to call back literally 5 times (@1:30, 1:40 twice, 2:30 and 4:30) and cannot get the service writer to call me back. I even called the main front desk and they brought a note to the desk of the writer. Finally at 4:45 i actually get to speak to the writer and ok the battery so they can continue the diagnosis. Then Friday they call me again to tell me they couldn't replicate the issue. I pick it up the next Monday and see that they had it for 4 days with a new battery but only drove it ************************************************************************************************************************************************************************************* something and was expecting it. They showed zero desire to find an issue and just wanted to make a quick easy buck selling a battery (that i did not need, i kept the old one and brought it to a 3rd party to retest). Fast forward, i drive the 7-1/2 miles home nervous it would do it again but it did not. But, i drove to the store 3 miles away and on the way back it stalled again 300 feet from my house. I put it in park and it started right up and got it home. It was less than 20 miles since i picked it up and I'm back at square 1, $220 lighter

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2013 **** Edge Sport VIN: ***************** was brought into **** of ** Cajon for service. They took the engine apart and put it back together. They said the vehicle was ready on February 1, ****. We picked up the vehicle that morning and was charged $3500.58 for the services. Later that day, the engine overheated and the alert that the coolant was overheating came on. After checking the engine, we discovered that there was a hose not properly attached and secured, and the coolant tank was drained of fluid, so I had to leave the car overnight at ************* at a parking lot. I took an Uber home. The next day, February 2, **** said that they will pay for a tow truck to pick up my car and bring it back to the dealership. So I took an Uber to and from the car to meet the towing company. And **** paid for it.On Tuesday, February 13, **** said that they will not release the car back to me unless we pay them the $140 that they paid for the tow truck. So we had to pay the $140.On Wednesday February 14, we discovered that the ** was not properly plugged back together under the engine, which we had to take the tire off so that the air could circulate again because it was not cooling.For a business that charged $3500, they made us pay for Ubers and the tow truck that they promised they would pay.They also did not put the engine back together properly. There was more issues with the car coming back from being serviced by them than before it was brought in. We also spoke to the manager about being charged to pay the tow truck, and they still made us pay. This is unsat.The vehicle was charged under the name *******************.

  Business response

  02/16/2024

  I have investigated the issues presented by the customer and even though our 'logic' may have been correct, it is not good for customer satisfaction.  When reviewing the issue for which the vehicle was towed, the cooling system hose that was loose was never touched by us, however, the coincidence of the hose coming loose right after we give the vehicle back, I can see as being questionable to the customer.  Therefore, I am willing to reimburse the customer for the tow as well as the Uber fees to get to and from the vehicle.  If the customer could send me the receipts for the Uber rides to my email address....   *******************************  I will issue a refund check for the entire amount.

  Customer response

  02/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  PS: I emailed the attached Uber receipts to the email the business provided. They already have a copy of the tow truck receipt. Thank you! 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to **** to get fixed and they charged $3500. The service required taking the engine apart and putting it back together. When I picked up the car, later on that day the engine overheated and the coolant was leaking. The dealership didnt properly put the hose back or secured it. I had to get 3 Ubers, and the dealership told me that they would pay for the tow truck. The day of the pick up after they fixed the hose, they would not let me pick up the car unless I paid for the tow truck. This is unsat. They promised to pay for the truck and then wont let me have my vehicle back unless I pay them the $140 for the tow. I lost time and money because of their mistake.

  Business response

  02/14/2024

  I'm sorry but I have no information on this customer in our computer system.  Can I please have some information on the vehicle, such as the *** so that I might track it down?

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited El Cajon Ford on 12/9/23. I attempted to purchase a vehicle through the x plan law enforcement partner program. I wanted to take advantage of the discount and low interest rate offered. As I went over the deal with ***** (salesman) I was told over and over that the deal I was looking did not exist. After showing documentation regarding the x plan program and having them conduct research into it, they found the program and finance terms were offered by ****. As it came time to close the deal I informed ************** was not interested in the ad-on products. I was then told I had to buy them or the deal was not valid. I informed them that the x plan did not require me to buy any additional products. ****** attempted to justify the sale of the ad one by stating it was policy and my program was only valid at participating dealers. After I asked to speak to the manager, ****** addressed me in a aggressive tone and stated he would not get the manager and that the manager did not speak to customers because he had salespeople to do that. He then handed me my license and told me to leave the dealer.

  Business response

  01/05/2024

  ******************** did come into El Cajon Ford on12/9/23. We did show him cars, but he never gave us enough info to even work a deal. We role out the red carpet

  For any men or women in uniform that is store police. I have many family members that are in law enforcement.

  We do honor X plan on most vehicles we sell except specialty units this was not a specialty.  If we have all the documentation from the customer ***** then reimburses

  the dealership for the discount. We never make it mandatory for customers to buy ad on products, but we do offer them to ever customer.

  We never want customers to leave upset and you can tell from our record we have very few issues at El Cajon Ford.

  There are customers that sometimes things dont go there way or our way.

  Thank you for time.

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

  President

  El Cajon Ford

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased my 1st new vehicle through El Cajon Ford in May or June of 2023.From day one I have notified them of the hard rollup Tonneau cover that does not fit correctly & leaks excessively. (it is too short front to back) ******* in sales has told me several times that someone would reach out to me, but nobody ever does. At his request, I called ****, left a message and never received a response, the same with *****************************. I've also driven to El Cajon Ford so ******* could take photos, which he did-nothing.I've also spoken with *****, the head of sales with promises but no action.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ON 11/29/2022 WE PURCHASED A 2017 **** ESCAPE WITH LESS THAN ****** MILES. ON FEB 6TH WE HAD THE *** TOWED TO ****** (WHERE IT WAS PURCHASED) BECAUSE IT WAS NOT OPERABLE. SOMETIME AFTER THAT ****** OF EL CAJON SENT THE VEHICLE TO EL CAJON FORD TO BE REPAIRED ON AN EXTENDED WARRANTY. **** DID NOT CONTACT ME WITH ANY INFORMATION OR UPDATES. WE FINALLY GOT THE *** BACK ON MAY 15TH (99 DAYS) BUT STILL NO EXPLANATION AS TO WHAT THE PROBLEM WAS. ON JUNE 1ST MY DAUGHTER WAS SITTING ON THE SIDE OF THE FREEWAY WITH SMOKE COMING OUT OF THE ENGINE. THE VEHICLE WAS TOWED BACK TO **** OF EL CAJON. THEY TRANSPORTED MY DAUGHTER TO ENTERPRISE RENT A *** BUT COULDN'T TELL HER IF ANY OF THE *** RENTAL WAS COVERED. I WALKED INTO **** A FEW DAYS LATER AND ASKED ***************************** IF THE *** RENTAL WAS COVERED. HE GAVE ME THE NUMBER TO **** CORPORATE AND TOLD ME I NEEDED TO CALL THEM TO GET A CASE # SO THEY COULD PUT IN THE ***** WORK FOR REIMBURSEMENT OF THE *** RENTAL. THE *** WAS READY FOR PICK UP ON JULY 7TH (37 DAYS). I CALLED **** CORPORATE 3 TIMES THAT DAY. THEY REFUSED REIMBURSEMENT OF THE RENTAL. ****** SEEMS TO THINK THAT IT'S MY FAULT BECAUSE I WAITED TOO LONG TO CALL. ENTERPRISE *** RENTAL SAID **** DID NOT PUT AN END DATE ON COVERAGE DAYS SO THEY ASSUMED **** WAS PAYING THE ENTIRE BILL. WE WERE WITHOUT OUR *** FOR APPROX 136 DAYS AND THEY ARE REFUSING TO PAY 35 DAYS OF THE *** RENTAL. IF THE REPAIR WAS COVERED UNDER WARRANTY, THEN REPAIRED AGAIN UNDER A WARRANTY FOR THE REPAIRS, WHY COULDN'T THEY GIVE ME ANY INFORMATION UP FRONT AND WHY AUTOMATICALLY TAKE MY DAUGHTER TO THE *** RENTAL. I PAID $1575 FOR THE RENTAL AND I WOULD LIKE REIMBURSEMENT. THIS WAS A VERY STRESSFUL SITUATION AND **** IS TREATING ME LIKE IM A NUISANCE. THE ISSUE TURNED OUT TO BE A MAJOR COMPONENT OF THE ENGINE THAT WAS PREVALENT TO THIS SPECIFIC MODEL. ALL I KNOW IS THAT THE SMALL BLOCK HAD TO BE REPLACED. I FELT I WAS BEING AVOIDED AND LIED TO THE ENTIRE TIME SO THEY COULD AVOID MORE COST.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday, April 24, 2023, at approximately 1pm in the afternoon, I (***************************), brought my vehicle to El Cajon Ford; located at ************************* Cajon *********, for an oil change. During the process of the oil change my vehicle sustained damage to the front left bumper area in the form of a three inch (3) long scratch below the left headlight. The damage in question appears to be consistent with being caused/hit with a type of tool cart during the performance of the oil change.On Tuesday, April 25, 2023; at approximately 7am, I spoke with a manager by the name of Mr. ****************************** I showed ********************** the damage and he informed me that he would have to play back the video to investigate this situation. I asked ********************** approximately how long this process would take, and he responded one week (1-Wk.).Today, Monday, May 1, 2023; at approximately 9am, I called El Cajon Ford, Quick Lane representative *******************, the service person that received my vehicle (Metallic Silver, 2022 **** Escape), on 4-24-2023, as a follow up to this incident. I had explained that on Tuesday, April 25, 2023; I spoke to his manager Mr. ****************************** about the damage done to my vehicle (2022, Metallic Silver **** Escape), I also explained that ********************** stated that it would take a week to view the video and investigate this matter. **************** informed me that he was currently with a customer, but he would follow up with his manager ************************** and call me back at approximately 10am later this morning after he speaks with his manager.************************** stated to his service tech. that he would call me but has yet to call, nor do I get a response when I call to follow up on this matter. It appears that the service manager ************************** is making himself unavailable in order to not move forward with this issue.

  Business response

  05/12/2023

  We have been in contact with the customer and he is bring his vehicle back to the dealership on 5/15 so that we can repair the damage to his vehicle.

  Customer response

  05/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4 months ago I dropped off my 2020 **** raptor, told me it would be 2-3 weeks till finished, said no problem, now 4 months later, no update in last 3 weeks, no final completion date for me to get my truck back. My payment is almost **** a month and now ****x4 with no truck still. Insurance 350x4 months as well keeping under full coverage. I would like compensation for the truck, I dont want it back, purchase price of the truck was 82k. Not fair im paying for my truck for so many months with no completion date and who knows how much longer. I have had no update in the last 3 weeks of my catalytic converter. I need help finding a resolution for my horrible nightmare. Thank you *****************************

  Business response

  03/06/2023

  the issue with the repairs to this Raptor is the Catalytic converters are back ordered.  They have been on back order for months.  We have been notified from **** that there is a supply of these converters that should be released in the next 10 days.  Hopefully, we will have the converters soon.  The supply chain issues are outside our control.  Each **** Dealership is independently owned and operated and is only a franchise of **** Motor Company.  I understand the frustration the customer has and I can't say that I disagree with his request.  Vehicle Repurchases though, are the responsibility of the Manufacturer and we cannot be involved.  Additionally, he would have to approach his original selling dealer and not us.  I understand that the customer has spoken directly to my service manager, *************************** today and has received an update on his vehicle.  If the customer would like to pursue a repurchase from the factory, the process would begin with **** Customer Service at **************.

   

  I wish there was more we could do.

   

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

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/17/2021 El Cajon Ford was in possession of my vehicle that was brought in for repairs that **** corporate determined they would cover while El Cajon Ford was instructed to cover the rest. Upon retrieval of my vehicle, I observed more damage as well as tampering with my vehicle. In summary, the vehicle was keyed while at the dealership and the tire pressure censor gauge was not reading the pressure of any tires.After bringing this concern up to service advisor ***********************************, he immediately exclaimed that he didn't key my vehicle and that he would have no reason to touch my tires. Even after contacting the local police department at the non-emergency number, I even asked *********************************** for a claim that shows this damage was done while at the dealership. *********************************** said on repeated occasions that he had no reason to key my car and that the person working on it didn't either. It was explained that the vehicle was washed (which showed no evidence of being washed as it was still dirty*) and brought over to the service technician. The individual that worked on my car came out and explained the work he did on my vehicle. He told me that he did not observe the vehicle for any damage and just installed the part that the vehicle needed. *********************************** kept telling me that my vehicle was brought in that way even with the tire pressure not reading and I questioned him and told him that I had pictures of the vehicle and the tire pressure and it shows that the tire pressure was reading just fine. *********************************** instantly questioned me as to why I would take photos. I told him that it is my vehicle and that I take photos of things at times when I bring it in. *********************************** went to get someone to take a look at my vehicle. A person came to "retrain" my tires. *********************************** later informed me that he didnt initially do a vehicle inspection report (which I assumed was done on ALL vehicles).

  Business response

  11/21/2022

  As to the first complaint, at this time I can neither confirm nor deny that there was damage to the vehicle while in our possession.  This claim is far too old for me to investigate.  What I do know is that if there was any indication that the damage was done here, we would have addressed it and corrected the issue.  Therefore, given the circumstances, I do not believe the vehicle was damaged in our possession.

   

  The second complaint regarding the tires not engaging with the vehicles computer I believe this claim is not a direct result of our repairs.  The performed repairs had nothing to do with the tires sensors nor would be have had anything to do with the sensors loosing connectivity with the vehicles computers.  A simple retraining of the sensors corrected the problem so I feel the issue was extremely minor in nature.  I do find it unusual at best that a customer would take a picture of her tire pressure on the dash display prior to bringing the vehicle in for service.  I have never known anyone who has ever done this, which, has me wondering if this was a complete set up from the beginning.

   

  El Cajon Ford has no obligation to fix any issues related to the customers visit at this establishment.

*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. ↩