ComplaintsforGalpin Motors, Inc.

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Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I A 2020 **** Fusion Hybrid from Galpin ***** June 22 on the way home I could see the charging ports for the cell phone in the car were not working and I immediately notified Galpin regarding this the next day I got into the car to start the car the car would not start I got into my car last night June 24 to start the car to go home after working this is 10 oclock at night and the car would not start. So today June 25 I brought the car back to Galpin Ford and ask them what do they intend on doing if issues keep arising and they are giving me no answer
Business response
07/02/2024
On June 25th, this vehicle was brought to our service department due to a battery alert and a malfunctioning *** port. After diagnosis, our technician determined that the vehicle battery was not holding a charge and the *** port module was not communicating. We proceeded to replace the vehicle battery and installed a new *** port module. The vehicle was returned to the customer's residence later that evening, and there was no charge for these repairs.
Customer response
07/05/2024

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.

Sincerely,

*****************************
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
*************************** Service Technician, keep telling me every week they are ordering parts for my car that is obsolete. Galpin been having my car ever since 4-08-2024 and they still have it this is the third time I have taken my car in for this same problem. He tell me car will be ready next week every time then he tell me at the end of that week we still working on it. This guy keep lying to me I just want my car repaired and completed and return back to me in a timely manner.
Business response
06/18/2024
Weve looked into ******************** concerns in connection with the service of his vehicle.

Galpin values its customers tremendously and always strives to provide a positive experience. We take the matters **************** complained of seriously and have reached out to him to discuss and address his concerns. Were pleased to report that Galpin resolved ******************** concerns to his satisfaction.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
05/31/2024 I'm having an issue with my car It somehow says shut off the car when it already been shut off. They told me it needs to be checked to find out what the problem is. Then I was told I can't get an appointment to have this done until July 25th 2024. That's 2 months away... I cannot use my car as is so I have no solution. I have maintenance insurance though Galpin Ford ***********, and this is where I bought my **** C **** How could this happen... They don't care and NO call backs from the maintenance supervisor or personal at service department...
Business response
06/17/2024
We looked into **************** concerns regarding the service of his **** ******
Galpin values its customers tremendously and always strives to provide a positive experience. ************ does have a premium maintenance plan, but unfortunately **************** vehicle is in need of a new battery and the battery is not covered under this plan. We can certainly accommodate having the customer come in to replace the battery at a time that is convenient for him, but the battery replacement will be at **************** expense. We are happy to discuss this matter further with ************ if he would like.
Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, my car was towed to Galpin Ford on march 2nd in the morning due to a tire problem. The car was purchased from Galpin Ford brand new with extra warranty for tire protection and other protections. The service advisor contacted me stating that the warranty does not want to pay for the tire due to price and speciality of the tire. My issue is that they had changed the tire anyways but kept my car at the dealer service center from March 2nd till April 27th with I went to the dealer to ask questions about the car and another service rep was very helpful and he released the car. I have spoken to finance manager about the issue and still nothing was done. No calls, no emails and I don't think I should be paying over 900 dollars for my car to sit at a service center without any information coming back to me. I am so fed up this is not the first time this has happened and I don't want to keep the **** no more because of this issue. There has to be something that we can do to compensate my time and money . Please advise me on how to resolve this matter. I heard that the dealer can't keep your car for over a month and release it upon the car owners appeal. Im not to familiar about lemon laws but I would like to give them the car back and be refunded of my money and time. The service documents and purchase agreement can be emailed to you guys upon request. Thank you
Business response
05/07/2024
This is the wrong Galpin Ford we are in ******* they are complaining about the one in ***********
Business response
06/17/2024
Weve looked into ************************** concerns. Galpin values its customers tremendously and always strives to provide a positive experience. We take the matters ********************** complained of seriously and have reached out to him to discuss and address his concerns. Were pleased to report that Galpin resolved Mr. ********** concerns to his satisfaction.
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Took my Range Rover into this dealership for a recall in June 2022. Once the recall was "fixed" on my car, I got my car back and my park assist and rearview camera did not work anymore. My screen said "contact dealership". When I took my car back to them, they told me that there was nothing they could so except run a diagnostic to look at the sensors and to try and find the problem but that alone would cost me over $700. That does not even include the fix. They told me that when they updated my system during the recall/service, it overwhelmed my system and that was that. I refuse to take my car back here unless they are willing to fix what they broke. I own the car....what if I want to resell it or to have for safety measures in general. I filed a compliant with LandRover ************* but they said there is nothing they can do right now since the dealership is an independent practice. They will do an internal review though. I just found out about the BBB and want to file. Thats why it's been over a year. And ive been calling Land Rover and have been getting the run around for awhile now. Me and my family have been leasing and buying for 2 decades now and this response and customer service is really upsetting.
Business response
04/29/2024
Galpin Motors prides itself in providing top notch customer service and on its adherence to applicable laws and safety standards. The customer brought her vehicle to our service department in July, 2022 we performed a service, and ordered parts both for the campaign on her vehicle and for the sway bar links. The vehicle came back 10 days later with a new concern.We performed a complimentary diagnosis and provided our findings, which the customer declined to address. We strive to make our customers happy to the extent we can,so we are happy to discuss this matter further with Ms. ************** if she would like.
Customer response
05/04/2024

Complaint: 21558908

I am rejecting this response because: I was told on the phone that it would cost me over $700 just to do a search diagnostic of exactly why my computer functions stopped working....to look at sensors and such would require taking the bumpers off etc. That was not to fix the problem that they created, just a way to make more money or scare me off. I would have NEVER brought my car in if i knew it would mean never having my park assist or cameras work again (nor have I brought it back since). I should not bring my car into a facility and it come back to me with more problems. I didn't have the time or money to fix what they broke. And im still really upset that im dealing with it today. They told me rebooting my system on the car overrode its functions...not my problem....this is the dealership/repair shop's issue. Fix it.

Sincerely,

************************
Business response
06/17/2024
We reviewed ************************ complaint regarding the service of her vehicle. The repairs we completed on her vehicle did not appear to be related to the additional concern she had after she took delivery. As a gesture of goodwill we offered the customer a complimentary diagnosis. We completed the diagnosis and presented our finding to ********************. The vehicle has 116k+ miles and no longer covered under warranty. The customer declined to proceed with the repairs.
Galpin values its customers tremendously and always strives to provide a positive experience. We are happy complete the repairs needed for ************************ vehicle, but the customer would be responsible for the cost of the repairs.
Customer response
06/25/2024

Complaint: 21558908

I am rejecting this response because: I just don't understand that I brought my car into their shop for service and it came back "damaged" and not as functional as when I brought it to your company. I will not be paying for damage that you caused to my car. I had backup cameras and **** assist working when I dropped it off and I received it back without those functions working anymore. I don't know why I would have to pay for that. If I knew that I wouldn't have those features anymore, I would have NEVER come to your facility. It's ridiculous that you didn't handle my car with care or concern. Fix what was broken when the car was in your possession. Simple as that.

Sincerely,

************************
Business response
07/02/2024
While we strive to ensure all our customers are satisfied, we have already provided all possible assistance to this customer, as previously mentioned. There is nothing further we can do.
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello,I recently purchased a new **** F150. I am extremely disappointed and dissatisfied with the service I have received throughout my time since my purchase for two reasons. First of all, I had no issues with the salesman but everything after has just been terrible. I have had no luck with the help from finance for the changes/cancellation of my service plans nor did they explain to me the full extent of the service plans with all options that are offered. They simply picked one for me without explaining all options. I have been contacting Galpin Ford and their finance department for about 2-3 weeks now and I call 3-4 times a week with no luck. I was told only the finance manager that I worked with on the finance portion can make any changes for me. Nobody else on their team has been able to assist me or have that specific finance manager give me a call to sort this out. I am currently still waiting for the finance manager to help me.Second, after four days of my purchase I noticed corrosion on critical components of the vehicle in the undercarriage. I have rust in many areas and have pictures of the proof that I took on March 21. The components include the drive shaft, differential, rear knuckles, exhaust, and other areas. As I said, I have extremely unhappy with everything I have had to deal with thus far. This is currently my first **** vehicle and I am very hesitant about purchasing another in the future. Thank you,*********************
Business response
05/17/2024
Weve looked into ******************** concerns in connection with his purchase of a **** F150 from Galpin Ford (Galpin).

Galpin values its customers tremendously and always strives to provide a positive experience. We take the matters **************** complained of seriously and have reached out to him to discuss and address his concerns. Were pleased to report that Galpin resolved ******************** concerns to his satisfaction.
Initial Complaint
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a **** protect service contract for a 2019 Forf Fusion hybrid energi (VIN ending in ******) on January 6/2023 Over 13 months I made 13 attempts to have the transmission and dash computer serviced at Galpin and three other **** dealers within 60 miles. **** was not able to service my car and they were not able to tell Me when they could service my car. They also could not provide loaner cars. All violations of the **** I paid $3190 for a service **** did not and could not ************* the vehicle multi point inspection I was charged $200 for before purchasing the extended warranty. I had to seek the car in February. The dealership Knowingly defrauded me when they could not meet the terms of the agreement, they refused to refund. Give me my money back in the next 30 days.Thank you
Business response
03/22/2024
This is the ******* Galpin not California. We are not the affiliated with them.
Business response
05/17/2024
We reviewed ************************* complaint regarding a service contract he purchased from Galpin Ford (Galpin).

Galpin values its customers tremendously and always strives to provide a positive experience. The issues ********************** complained of were related to matters out of Galpins control.

While Galpin denies any wrongdoing, it values Mr. ********** opinion and wants him to have nothing but a top notch experience at Galpin. Weve reached out to ********************** to discuss and address his concerns. Were pleased to report that Galpin was able to resolve Mr. ********** concerns to his satisfaction.
Initial Complaint
03/08/2024
Complaint Type:
Order Issues
Status:
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.
I am writing to bring to your attention a concerning experience I recently encountered with the ****************************** concerning the lease buyout of my vehicle.March 4, 2024 was my scheduled lease "turn-in" date, I contacted Galpin Ford's leasing department about a month in advance. Despite leaving several messages, I only received a call back on January 25, 2024. During this conversation, I expressed my interest in a lease buyout and sought clarification on the process involved. However, the information provided was vague, leaving me with unanswered questions and uncertainties.In the days leading up to my appointment, I reached out to confirm any necessary preparations, to which I was informed that only my ID would be required. However, upon arriving for the scheduled lease buyout appointment, I was bombarded with offers to finance a new car, despite reiterating my intention for a lease buyout.Throughout the appointment, there were inconsistencies in the information provided, including conflicting statements regarding credit scores and payment amounts. Additionally, I was informed that certain procedures, such as completing a smog check and addressing a recall repair, were necessary before proceeding with the buyout, despite not being informed of these requirements earlier. Despite adhering to these additional steps, I was still being pressured to get into a different car. I declined all and I was then informed that the lease buyout could not be processed, with explanations varying between staff members. This lack of transparency, coupled with the pressure to consider alternative transactions, left me feeling manipulated and distrustful of Galpin Ford's practices.The actions of Galpin Ford during this interaction represent a clear violation of my consumer rights, as outlined in ********** regulations, including: Truth-in-Advertising Regulations: Galpin Ford's advertising practices were deceptive and misleading, failing to provide transparent and accurate information as mandated by FTC guidelines. The FTCs guidelines include three major rules that auto dealers must uphold, including:1. All advertising must be truthful and not misleading.2. All claims made in advertising material must be backed by evidence, both for express and implied claims about the quality of the products. 3. Advertisements cannot be unfair, meaning they cannot injure customers, violate established public policies or be otherwise unethical.Payment Packing: There are indications that Galpin Ford engaged in payment packing, providing inflated payment quotes and pressuring me to accept additional offers, which may constitute a violation of consumer rights.These practices not only undermine consumer trust but also contravene established consumer protection regulations. As a loyal customer for over eight years, I am deeply disappointed by this experience and feel compelled to seek redress for the injustices perpetrated against **** request your intervention to investigate this matter thoroughly and take appropriate action to hold Galpin Ford accountable for their actions.
Business response
03/15/2024
Galpin ********** prides itself on providing top notch customer service and on its adherence to applicable laws and safety standards. During her visit we provided the customer with all options available to her. After receiving the quote to purchase her leased vehicle the customer decided she wanted to think about it. She then contacted us to inquire about better quotes for a new vehicle. She also inquired about a new ***** vehicle and we arranged transportation for her to our ***** location. After reviewing all of her options she decided to purchase her leased vehicle. Galpin ********** went above and beyond to provide great service to ******************. We strive to make our customers happy to the extent we can, so we are happy to discuss this matter further with ****************** if she would like.
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a brand new fully loaded **** Explorer from Galpin Ford.Had nothing but problems with the screen going blue or black.Brought the car in several time for repairs, software update etc. Finally techs said it needed a part that was on national backorder and wouldnt be in until 2/24, and would order it.After being tired of using a car with a non op screen for over a year, I contacted **** Motor CO about a buyback. After going thru all the info info, **** said there was no part on backorder for my car, (so dealer lied) and because the car wasnt left at the dealer, and we are still using it, they wouldnt honor a buyback. SO decided to "try" and contact someone at Galipn ****. Let numerous messages with the service manager, never got a call back. Talked to service about bringing the car in, and get this....the refused to make an appointment stating they didnt have a tech to fix it.So not only did they not fix the car because of parts, but now when the part is available, they cant fix the car, stating they dont have a tech. Amazing spending 70k and driving a car for 2 years with a screen that doesnt work.
Business response
03/14/2024
Galpin Ford takes customer satisfaction seriously. We have contacted the customer and have scheduled them to bring their vehicle in for service to address their concerns.
Customer response
03/18/2024

Complaint: 21355237

I am rejecting this response because:
We brought the car in as requested on Saturday 3/16/24.
We picked up the car after we were told the repairs were completed the same day.
5 minutes after leaving the dealership we had the exact same problem with the screen turning blue and
being unuseable. They did not fix the problem.

Sincerely,

***********************
Business response
03/29/2024
The customer returned to service and we were able to identify the issue and resolve their concerns.
Initial Complaint
01/03/2024
Complaint Type:
Billing Issues
Status:
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.
I put a $4,000 down payment to lower the cost of my car. After refinancing at logix I realized a discrepancy on my balance and wonder where my 4k went. I have the receipt and everything to prove I put down 4k
Business response
07/02/2024
We have reviewed ************************ complaint. The total vehicle price, including tax and fees, was $32,128.56. The customer provided a $4,000 down payment, leaving a balance of $28,128.56.
If the customer wishes to discuss this further, we are happy to do so directly.

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