Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2019 **** Ranger( that I bought new) has never ran correctly. It has never performed correctly when I do take the truck in to have it looked at they tell me theres nothing wrong. The transmission slips. as I drive, it loses power as I drives it applies break when the break does not need to be applied, my autos off has stopped working. Ive taken it in several times under the warranty to have the problems looked at. Ive also gone to other locations to have the truck looked at. I get regular service on my truck when maintenance is due such as oil change, I go straight to the dealerships. I was told by ************ @ the ******** ** location. I was going to receive a compensation check that was equivalent to 4 of my truck payments for my time and repeat service and time in I never received such check. now that my warranty has expired. I dont know what Im supposed to do. I feel like none of my issues were resolved or handled properly. I am a dedicated **** buyer. I use these trucks to drive my grandchildren around to do my local shopping and other errands that I need to do so its very disappointing when I buy a product that Ive had my whole life and doesnt perform to my expectations. Thank you for your time.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2018 **** Edge from then Penske Ford in *********** in 2018. In 12/21 we purchased a 2022 **** Edge from now **************** (formerly owned by Penske Ford) and traded it our 2018 **** Edge. The finance department at ************* informed us that we are entitled to a warranty refund from the trade in. I then contacted Penske Ford of La Mesa's finance department and talked with a ***************************, ******* Services Manager Director on February 9, 2022. She sent me two forms to complete and requested that I add the proof of payoff of the loan on the 2018 **** Edge. I conformed to her request and forwarded all information via email. I have not heard back from her since after many attempts by phone and email. I called and talked to the Sales Manager at Penske, he was sympathetic but useless and told me he will send an email to the main person in authority with my information. No response. It will be one whole year since my request for my refund, but I just get ignored. Please help me settle this. Thank you.

  Business Response

  Date: 01/11/2023

  The General Manager is reaching out to the customer to let him know a check was sent to the lienholder dated March 17, 2022.  Since there was a payoff on the vehicle, any refund amount would be applied to the payoff - we were also able to confirm the check was cashed by FMCC.   We will let him know he should reach out to FMCC to find out whether he has a credit due.  It is standard procedure to forward refunds from cancellable products to the lienholder.

  Customer Answer

  Date: 01/11/2023

  
  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

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 20, 2022, my vehicle was stolen from Penske Ford of ******* after undergoing an engine repair. The repair was needed for us to depart on Jan 2nd for an 8-month RV trip. I left it with service manager, ***********************, on Nov 14th. At 2 PM on Nov 23rd, I paid my $100 repair deductible and waited for the truck. Two hours later, ****************** came to me and said he was certain the truck was somewhere on the dealership lot, but since it was the day before Thanksgiving, the employees would like to get home and they would get me a LYFT ride home. He said Friday, the day after Thanksgiving, they would have my vehicle ready for me. When I got home and was able to pull up my FordPass App, the *** showed the vehicle at an address in *******, ******. I notified Penske Ford, the police and my insurance company. Since then, I have dealt with the general manager, ************************************** who texted me that the same person that stole my vehicle stole 4 other vehicles this year. I met with ****************** on Nov 25th and was informed that he had security camera pictures of the thief breaking into the window lockbox with the key fob on Sunday, Nov 20th mid-day and driving out of an unsecured parking lot. He did not offer us information on his Garage ***************** coverage that we learned of later. Also stolen was $2000.00 worth of gear in the vehicle that ********** law will only reimburse $250. ****************** told my wife and I (with my brother and sister-in-law present) that we would make ****** trip in a new vehicle at their cost. On Dec 14th, we met with Fleet Manager, ***************************, found an equivalent vehicle, but ****************** wanted us to negotiate on sticker price. ** left and never heard from them again until I started writing complaint letters.Penske Ford of La Mesa ownership is changing hands in Jan. ** are being slow rolled on being able to make a claim against their Garage ***************** ** do not have a vehicle and I am in the process of cancelling ****** Trip.

  Business Response

  Date: 12/30/2022

  We are currently working towards a solution with ************  He will be coming into the dealership on 12/30/22 to purchase a replacement truck. 
  
  Thank you.

   
  *************************
  General Manager
  Penske Ford
  
  

• Initial Complaint

  Date:10/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  20AUG - I brought in my **** F-150 for its normal scheduled maintenance service called, "The Works". I drove it home from the dealership without noticing anything out of the ordinary. 26AUG - I detected slight noises/vibration detected with engine startup and operations. I assumed that it was just the engine working harder with the vehicles air conditioning on. San Diego County was experiencing an extreme heat wave at the time.05SEP - The engine noises were getting more noticeable, and I observed a slight drop in engine performance. At this point I tried scheduling an emergent service appointment via the Penske Ford ******* online website. I later received a phone call from a service representative who scheduled an appointment for me on 09SEP. 09SEP I arrived at Penske Ford ******* and they told me that it was scheduled through nearby **** ******** I told the local service representative that I have always gotten my **** vehicle serviced from Penske Ford ******* and I didnt know why it had been changed. The service desk then moved my appointment from **** ******* to Penske Ford *******. During this appointment the Service Advisor, Mr. ************************** told me that the dealership's engine service personnel were backed up and that if I dropped off the vehicle they might be able to work on it around 16SEP.The Service Advisor told me that the dealership would not provide me with a courtesy vehicle because it was not in their contract to help me in that way. As a result, my wife then picked me up and drove to a rental car center where we paid for a rental car scheduled from 09-16SEP based on the timeline from the dealership. The total cost for the rental was $1,100.00 13SEP **************** called me at work stated that the engine check revealed that the exhaust manifolds appeared to have failed due to stud failure. He said that Penske Ford would not cover the $3,990.68 overall repair costs in addition to the rental car cost.

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  By the time I had driven by the shop and seen how they had been taken care of my truck, it was completely disgusting ?? Not to mention. THIS WAS A BRAND NEW TRUCK WITH LESS THEN 270 MILES ON IT MY Brand New ONCE HIGHLY Glossed and Beatutiful truck WAS COMPLETELY BROKEN, UNDERIVABLE AND looked like it had been seating in a junk yard FOR 12 MONTHSThe damages these ignorant liars caused to my truck PLUS ALL THE INTERNAL MANUFACTURING WARRANTY DEFECTS, THAT NOW, PENSKE FORD, OF LA MESA, ARE REFUSING TO FIX IS ABSOLUTELY ILLEGAL, ABUSIVE AND UNPROFESSIONALLY RUDE, ESPECIALLY AFTER YOU HAD PREVIOUSLY PURCHASED OVER 7 CARS FROM THAT DEALERSHIP DISGUSTING ?? DISRESPECTFUL AND DISHONORABLE RACIST SERVICE MANAGER WHO NEEDS TO BE FIRED IMMEDIATELYKeep in mind, I have owned this **** 350 LIMITED for going on 6 months nowmy family and I have only been able to drive it , for less then two weeks bc the truck failed to pass smog because of its DEFECTIVE WARRANTY problems. However Penske Ford manager, Mr. **** basically just told a loyal customer, of over 15 years, who had purchased over 7 cars , from that dealership , to F*** OFF and go away, YOU ARE NOT WELCOME HEREWELL **** YOU RACIST, YOU BE HEARING FROM MY ATTORNEYSThis is how you treat loyal customers, who took my truck and sat on it for over 3 weeks and, finally got it started then instructed us to bring it back ************ **** the ******************** tried to buy my broken 2022 F350 Limited from me and now you are refusing to fix, all the warranties defectivesRHINO LINER OF ********* AND PENSKE FORD OF LA MESA ARE, COMPLETE UNPROFESSIONAL LYING CRIMINALS, WHO DO NOT GIVE A S*** ABOUT CUSTOMER SERVICE, BOTH THESE COMPANIES MUST BE SHUT DOWN NOWOH I FORGOT, THE OWNERS OF BOTH COMPANIES ARE BUSINESS PARTNERS SO NO WONDER THEY ARE COVERING UP FOR EACH OTHER****, IF MY TRUCK WRECKS THIS WEEK AND KILLS A FAMILY, THAT IS ON YOU BC YOU AND **** REFUSED TO FIX ALL THE DEFECTIVE WARRANTY

  Business Response

  Date: 07/13/2022

  Thank you for reaching out to us about your situation. We are extremely sorry and regret to inform you that your future request for service at Penske Ford will be declined. As I previously informed you your abusive behavior and verbal threats toward my staff is what lead to this decision.
  
  Thank You,  
  
  *************************
  General Manager
  Penske Ford
  P: **************
  E: ****************************************
  
  

• Initial Complaint

  Date:06/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 16, 2022, my wife and I sold a 2015 **** Focus to ***************** in *******, ** for $14,000. On Jun 4, ***************** still had not paid off our ****. We had a loan for the vehicle through ********** ************* The payoff was $10,463.15. I went in to ***************** and asked why they had not paid for the ****. They said their check that was sent to the ************ was declined. They then resent the check to the credit union for the payoff amount only on June 6. The amount of the check they sent was the payoff of $10,463.15. On June 7th I called the finance department of Penske Ford to inquire as to where the remaining balance of $3536.15 is and left a message with my call back number. Again on June 8th I called their finance department and had to leave a message with my call back number. On June 9th I used their text service and was able to talk with a representative through texting. Again I left a call back number and my email address. On June 10th I again called their finance department and left a message with my call back number inquiring as to the remaining balance. At the present time no one has called me or emailed me.

  Business Response

  Date: 06/13/2022

  I am pleased to report that CA. CU has processed Mr. ****** payoff. ************** is grateful that I called and that his vehicle is now paid off as of June 10,2022.
  
  
  
  *************************
  General Manager
  Penske Ford
  **************
  ****************************************

  Customer Answer

  Date: 06/14/2022

  
  Better Business Bureau:
  
  It is true that the loan I had with *********************** has been paid off in the amount of $10,463.15. However, the sale of the vehicle was $14,000. Penske still owes me the difference. While I do accept that the loan is paid off, this complaint shall remain open until they have completed the sale. It appears that Penske Ford has neglected to state the fact that they still owe me the balance of $14,000.00 minus $10,463.15. Until that is completed this complaint remains open.
  
  Regards,
  
  ***********************