Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My daughter was given a 2014 **** focus by her father and stepmother. The car was originally purchased from Elk Grove ****** dealership and from my understand was repaired 3 times there, under warranty for the transmission control module and/or clutch. Since the car was given to my daughter a little over three years ago, we have had it repaired twice for clutch and transmission control module. Each time the car has a transmission issue very close to one year after being repaired. The car is currently at Elk Grove ford now, with a quite of almost 4k to be repaired again for the clutch, which was just repaired a little over a year ago before it went out again, so it is no longer covered under warranty. This car is clearly a lemon, and there is a known issue with transmissions and these vehicles. We are unable to get resolution from **** other than a small reduction in cost to repair, which is more than the car is even worth.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 1st, 2024 I bought a new pickup truck from Elk Grove Ford. I traded in a leased ***** Civic that Elk Grove had agreed to purchase from me and use as a down payment, meaning that they would pay off the remainder of my lease. (This is a common practice and I have done it once in the past without issue.) On June 17th, I reached out to my Salesperson to check on the status of the lease-payoff as my payment was going to be due on the 20th of June. The salesperson informed me that the dealership was working on the payment but that I would be responsible for paying the leasing company. I expressed my frustration and explained that I would not be able to afford this happening again in July, but ultimately I made the payment to avoid late fees or credit score problems.Now fast-forward to July 1st, I have another payment due date approaching for my leasing company on top of the payment for the new vehicle I purchased. Every few days I have reached out to Elk Grove Ford for an update, and I keep getting the same answer: I will check on it, We are working on it, It is the corporate office, not us.As of today, July 8th, I have been told that Elk Grove will not have my lease paid off before July 20th which is when my next lease payment will be due. They informed me that it will be my responsibility to make the payment to the leasing company. (In addition to my new vehicle payment)California Vehicle Code Section ******* (a)(1) states that a dealer is required to pay off a trade-in or an agreed upon amount within 21 days of the transaction. It has now been 37 days and counting Elk Grove claims that I will end up being reimbursed for my additional payments when they send the payment to *****. However, the Lease Payoff Amount does not decrease by the same amount as the lease payment is each month. This means that if this payment does get processed, I will most likely only get about 70% of my 2 extra lease payments refunded to me.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2016 **** Explorer vehicle was purchased Feb 2023. The vehicle had the following issues at the time of purchase:Air conditioning not working Faulty air vent selector motor Warped brake rotors and pads Leaking defective Power Transfer Unit (Transfer Case)Airbag light was on During the test drive I discovered the brakes issue and the dealership replaced the brakes and fixed the airbag light. I purchased an extended warranty through **** at the time of purchase and had to have the transfer case replaced which was covered by the warranty but still cost $200 out of pocket.The current issue is the air conditioning not working. The air conditioning is supposed to be covered under the warranty but the service manager informed me the parts required to repair the issue are not covered by warranty and therefore would require $717 in repairs. The vent selector motor would be another $850 on top of that. So far the vehicle has been in the shop at **** 5 times and still has remaining issues. I took it in this last time and spent $390 for the inspection for them to tell me that my service would not be covered by warranty.My general complaint is that these issues should have either been repaired prior to the vehicle being put up for sale or the repair issues should have been disclosed to me. If they had been disclosed I would not have purchased the car. I believe that in simple good ******************* should cover the cost of the repair of the remaining issues (air conditioning and vent selector motor).

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Customer #******* | Invoice ***** | DOS **/10/23 I brought my vehicle in for a major service maintenance and was concerned about my brakes. I paid $1,691.93 for the service. Upon picking up my vehicle I was left with even more concern, I noticed that the vehicle information on the paperwork and the work that was done did not match my vehicle. I also noticed there were not any internal documents about the repairs process that are normally attached to the paperwork they had me sign off on. I brought it to the attention of the service advisor as soon as I seen there were mistakes made in all the paperwork. He immediately started to reprint the paperwork and said there must have been a bug or glitch in the computer system. I have videos to prove that there was an error, and all was done by the service advisor was to print of what work should have been done and a quick checking off on services. There were no certainties that the work had been performed and he wanted to me just accept his word that it had been done. No milage had been driven on my vehicle at all. Therefore, there was no way that my vehicle had been driven to test the brakes and provide the transmission service. There are so many other errors that were found that I documented and recorded. When speaking directly with ***************** he promised to contact me to try to resolve the issue but instead continued to ignore my many calls, emails, and letters. Elk Grove Ford in general systematically ignores calls and emails and in person visits when trying to resolve issues with service. Its clear that they do not value their customers or stand behind their service. To add insult to injury I paid a third party to inspect my vehicle and that too has been ignored by *****************. There is a simple way to resolve this issue, but the ***** rather ignore a paying customer resulting in further damage to both my vehicle and me. At minimum, I would like to be refunded the service cost minus the oil change fee paid.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  First there is no internet contact to the service manager, second the service advisor tells me no part for my **** telling me that none in stock, and telling me that the parts person cant find anywere to get a power train control moduel, when i have looked on the net and found plenty of business that has the moduel. i would like to know why after ******************************************* there the car went bad again. I brought the vehicle in on the last monday of last month, and first he the advisor tells me that it need this and that, then after another 3 or 4 days i am told that the vehicle needs the power train control moduel, why does this happen first saying that this is the problem and then coming up with another problem saying they cant get the part, i told the advisor sat where he can get the part and not make me weight another 28 days for part he said they could not get i believe i am being f with regarding my vehicle as i told the advisor that both lights came on and if they checked both lights that came on i would not have been called again regarding another problem.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 9,2022- I took my car **** ESCAPE SE 2019 into **** for regular maintenance upon arrival I was told my vehicle will be needing new spark plugs, the same day I received a phone call from ******************* who is a advisor and he told me that my vehicle has coolant and oil mixed together so they will need to check engine, cylinder head and transmission to see if oil has leaked at this time my vehicle had a recall on the cylinder head and was in need of replacement I told them please replace this part while the vehicle is with you. September 11, 2023 - I got a call from Rahul that everything is covered through **** and there should be a new engine put in and a new cylinder head that was part of the recall on the **** Escapes 2019 SE. September 20th Voicemail- ***** left me a voicemail stating a whole new engine was placed and cylinder head has been replaced and they checked the vehicle is running well and is good to pick up the vehicle and **** is covering the entire expense. September 22- I picked my vehicle up. October 14th I called quick ******** and requested ***** call me because my vehicle was jerking and not safe to drive. I towed in the vehicle and showed the recordings of what was going on the vehicle is not displaying check engine lights so they couldn't figure out what is going on. **** tells me that it seems to be a transmission issue but since we didn't touch the transmission we will not be covering this it will be ******* to take it apart plus additional for parts or **** for a new transmission this car has been regularly maintained and after a week and half the transmission is going out after pick up. **** was the last to change the engine and cylinder head on this vehicle and prior to this the vehicle had no issues. The vehicle stalls in the middle of the road and still is not displaying check engine lights. **** *** and **** Elk Grove refuse to take responsibility or help resolve this.

  Business response

  11/02/2022

  The transmission failure is not related to the engine replacement. Vehicle was driven **** miles after the engine replacement. Maintenance is irrelevant, the recommended fluid replacement interval for the transmission on this vehicle is ******* miles, odometer was ***** on most recent visit. We will submit to **** to ask for goodwill assistance for a vehicle that is out of warranty.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/25/2021, my daughter and her husband took the car, on which she and I had co-signed a lease (from *********************, ID), into ********************** to end the lease (which was the following month/Oct). EG (Elk Grove) said my daughter and her husband could buy the car and then they (EG) would buy it back immediately. This would cancel out any over mileage fees. Papers were signed and my daughter and her husband walked out that day thinking they were free and clear of the car and its lease. 3-4 months later, a tow truck showed up at my home (in *************). They said they were here to repossess the car. I replied that it was no longer in our possession, that it was sold and had no idea where it was. I called **** Credit (who were the ones that sent the tow truck). They said the car had over mileage due and they wanted to be paid. I explained what happened and they didnt care. They said it was all still in mine and my daughters name and we were the responsible partys. I called Elk Grove a couple times. They said that when my daughter signed, she signed with her married name. (When we signed for the lease originally, she wasnt married yet). I explained that they shouldve had all that figured out BEFORE my daughter and her husband left their office. Which they did not. I told them that they took possession of the car and let my daughter assume they were free and clear of the car. They have since avoided my calls or have given me vague reasons for what they have done. I feel like they are responsible for any over mileage that are due. I have had prepaid legal send them a letter and their attorney responded basically saying the same thing that I just explained. I still have **** Credit calling me wanting money. This is wrong and I should not have to pay anything. My credit score has always been over 700 and sometimes into the 800s. Im sure this whole thing has made it plummet well below a good credit score. Please help me know what I should do. Thank you.

  Business response

  05/23/2022

  The General Manager ***************** spoke with the customer and explained to them that ********************** couldn't pay off the vehicle because Elk Grove Ford didn't have the correct pay off information or any contact information for the customer. ********************** reached out to the originating/selling dealer and FMCC *********** Credit) but due to privacy laws and not having the correct last name we could not proceed.
  
  
  The customer has been in contact with FMCC and has been offered a discount on the fees and they were going to continue to work with FMCC.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just took my **** Edge into Elk Grove Ford in February for an oil change and everything was fine. I noticed while I idling the car seems to shut down. I called today to try and get it in to be serviced and I was told there are no appointments until next week. Im so disappointed with the service I have received from ****, I have had nothing but issues with **** since purchasing this car new off the lot!

  Business response

  03/25/2022

  The customer is correct. We are currently one week out to schedule a diagnosis for a rough idle.

  Customer response

  03/25/2022

  I am rejecting this response because:

  The business hasnt attempted to assist with the situation in any manner. Is there another location that can service my car sooner? This is rediculous!

  
  

  Business response

  03/25/2022

  The customer can take the vehicle any place she chooses. Dealerships are independently owned, Elk Grove Ford would not know the scheduling capacity of other dealerships. If the customer suspects that her concern was caused by Elk Grove Ford while performing an oil change 6 weeks ago, and is expecting Elk Grove Ford to pay for the repairs, the customer needs to schedule with **********************. Until the vehicle is diagnosed, Elk Grove Ford assumes no responsibility.

*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. ↩