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Business Profile

New Car Dealers

Downtown Ford of Sacramento

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I took my car to Downtown **** Sacramento for a new engine to be installed. I took my vehicle in on March 12th 2024 and did not receive my vehicle back until April 16th 2024. Downtown **** charged me $13,398 in repair charges. Fast forward to 1 year later when I need to get my oil changed when I have finally put ***** miles on my engine, and the owner of the oil change shop where I took my car for the inspection and oil change refused to do my oil change telling me I need to take my car back to **** and showing me pictures of my cut condenser line that happened when my engine was installed. He explained to me that there is a peace that covers the broken piece so it did not happen when I was driving it and if it was broken when **** inspected my car then they would have seen it and wanted the money to repair it but seeing as how they checked off everything as repaired and inspected but my check engine light came on and my AC was out less than 4 weeks after I picked my car up from the dealership, it is downtown ****'s fault! I have had two separate mechanics after the oil change shop inspect my car, and both mechanics have said the same thing as well, the problem came in went downtown **** installed my engine! I reached out to **** customer service who told me they don't have a program to help me cover repair cost to my car, which was not exactly what I was looking for because I didn't damage my car the dealership did and I should not have to pay to repair it!

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Early November, I walked into their Body Shop, being their frequent customer, and asked ***** ******** for an estimate, which he did, adding that it would take 3-4 days to keep my Yaris there, with both bumpers removed. Next day, I left ***** phone message that I'll drop my car at 7:30am on November 12th and asked him to be sure that everything needed will be in stock by then, and he told me, face-to-face, when I left my car: "If I said 4 days it will be ready in 4 days, Friday, Nov. 15th".Well, as for today, Nov.18, Monday evening, my car still sits in their shop, dismantled and NOT painted, even though it had to be returned to me previous week! I even explained that have to clock-in at my job at 6AM on Sunday, and he assured me that Friday would be fine. Instead, I had to rent ****** vehicle on Saturday - all rentals are closed Sundays, which is off-the-chart stressful and inconvenient to do: I don't know all these newest features and nobody teaches you for that. By 7:30am today, Monday Nov. 18th, I gladly returned my rental, but when I called **** almost at 11am (they did NOT call for any updates!), nobody ever picked up the phones: *************/26/24. Both of emails to ***** also were ignored...When his coworker, ****, did pick up the phone, at last, he kept yelling at ME to call him back, over and over again. My phone message to their Boss, ****(?) also wasn't answered, since 11am, when ***** informed me that...MY CAR WON'T BE READY TODAY, AS WELL. I had a lot of things to do today, Monday; therefore, I returned to ****** and rented other vehicle, just a few hours after I returned the previous one. Tomorrow, Tuesday, I have to work - can't deal with those ******* at ****. When I asked, "How Long?" - a rather common question, isn't it? - ***** assured me, "IF I SAID 4(FOUR), it WILL BE READY IN 4 (FOUR) DAYS", which was last Friday. **** is closed Saturday and Sunday - nobody bothered to paint it before weekend!!

    Business Response

    Date: 11/21/2024

    The vehicle has been since been delivered to the customer; the repair did take one day longer than expected. We will work with our staff to be clearer on communication and update the customer of any changes to the completion timelines. We offered a Loaner Vehicle and **** rides to accommodate her needs however, she decided to find alternative transportation. 

    Customer Answer

    Date: 11/21/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

    Their repairs took 5(five) days longer: my Yaris was ready on Tuesday, Nov. 17th, while I was at work, instead of previous Friday.

    I was renting a car from ****** dealership next door, at ********************************* ************* nor Lift have good reviews; besides

    one can order their rides only through cell phone, after endlessendless registration and downloads.

    Thank you a million, Dearest Beloved BBB!!!

     

    ***** ******


  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I cancel all my extended warranty that I bought from this dealer with my new truck that I bought, I got the truck on January/2024 and on July 18 2024, I signed the cancelation forms and they told me between 4 to 6 week I should get the refund but until today I haven't got anything, I spoke to different people there at the dealership but no one can give an answer and now when I call they said let me transfer u and they cancel the call, I really appreciate it if u guys can help me with this issue. Thank you

    Business Response

    Date: 10/03/2024

    Contract was cancelled effective the original date of cancellation 7/18/2024. Customer is entitled to a full refund, that refund will be sent to the lienholder as it was part of the financing.  

  • Initial Complaint

    Date:06/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Our van was broken into and the catalytic converters were stolen, steering column was broken and ignition was broken as well. Once given to Downtown **** we were awaiting quotes to repair all broken items. We were told all sensors were missing as well and given a vague estimate. Upon receiving these amounts we asked for a written and were never emailed one. We needed the vehicle so we continued to agree to the quotes as the cost kept rising to get the van fixed. We were told to bring a check for ******* and we could pick up the van. We sent one of our employees to sign out the van. When we got it, it was not completely repaired. The ignition and steering column was not fixed. When called they state that we never requested that the steering column and ignition be fixed. Which is just ridiculous. We immediately check with a nearby **** shop on the pricing of just catalytic and sensors only to hear we were overcharged near $3000. We needed the van completely fixed for the $9010.05 we were charged. We now feel taken advantage of for believing they were being honest and should have demanded their paperwork. Now they are refusing to give original paperwork and changing the receipts. Completely outrageous business practices and I either want my money back for the items not done or the work completed by an honest **** Dealership.

  • Initial Complaint

    Date:04/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    May 3 2023 I placed an internet order with this company for ****** for 16 auto parts, they messaged me next day that 2 parts were backordered, a timing chain AT4Z-6268-C and 1 tensioner AT4Z-6K254-A. I was fine with it and they charged the ******. Multiple messages sent back and forth and on July 21 2023 they shipped everything supposedly except for the timing chain AT4Z-6268-C which was still backordered. All parts remained in box they were shipped in while waiting for chain to come in so that job could be started. On November 11 2023 I found multiple places w/chain in stock and messaged company that I could find chain elsewhere if they could not get it still, got no response from them until 12/12/23 asking if I needed it still. I did not and had recently ordered one from another company. They said they would refund the money for the chain on 12/13/23. Started on job on 1/2/24, went to reassemble engine and found both tensioners AT4Z-6K254-A missing from order. So I bought them at local **** dealer and I messaged this company back again on 1/4/24 about issue. I have called multiple times and sent numerous emails with no resolve to the issue. I did recieve a check for ***** on 1/24/24 from them. I have tried going through paypal and *********** but since the transaction has dragged on for so long they did not help me. They still owe ***** still

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I purchased a new truck from this dealership in ****. Along with this purchase of the truck I also purchased the offered lifetime oil change for ******************************************************************* the first week of August 2023 I was told the dealership had changed ownership and they did not have to honor this agreement. They refused to change my oil without charging me. It is my understanding when a business is purchased the new owner must accept the companies liabilities. When I expressed this to them, they said they purchased this dealership from the ******** and did not have to honor the oil change agreement. ???

  • Initial Complaint

    Date:04/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 took our explorer to the mechanic on 3/28/23 for a reoccurring leak that they cleared 14 months prior. This was not the problem and was only masked by not properly fixing at the time. At the 3/28 visit, They informed me that their body shop would be better suited to fix the issue. Body shop quoted for 10 hours of work to dry out interior and assess damage and estimated 1 week without the vehicle. I took the vehicle to the body shop on 4/4. Today is 4/26 and car is still in the shop with no end in site. While that *** not seem too long past their deadline, my main issue is that downtown **** (previously *********************** on ****) has NEVER ONCE called me for a status update or report on vehicle update. During the 4 week duration, I have had to find time to call the shop specifically, even after multiple attempts, to get hold of the body shop for updates. Each time I have called there have been unfortunate updates, of which they could easily pick up the phone to notify me of (or request additional funds to keep researching the problem). All Ive asked from the service provider is to call me back with updates, of which they have failed to do. The customer service that I am used to with this company has been non existent (minus their general manager). As a woman I feel that I am not being heard or taken seriously and have now given all future communication to my husband to deal with since what *** done has made no impact. There has been no sense or urgency or care that we have been without our vehicle for triple the amount of time quoted, never offered rental support (told a hard NO), all the while trying to support our family activities without the vehicle. I am requesting that **** take action on improving their customer service and communication with ** so that we can get our car fixed and back. Picking up the phone to provide an update or next step request shouldnt be this difficult.

  • Initial Complaint

    Date:01/15/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 October 10th 2022 my husband had the car towed to Downtown **** on ************ to be repaired on the transmission. They told my husband that we are waiting on a part (transmission control module). It has been three months and still waiting for the part. The car is still under warranty. My husband is still financing the 2019 **** Fiesta. But since the car is not working due to the transmission. My husband could make the payments. **** gave my husband a rental for 5 days, but it wasn't long enough that the Enterprise charge my husband almost **** dollars for the rental, because **** didn't want to give my husband extension on the rental. All he ask to buy the car back or give us another car. As of right now we have no car. He can not work or make money. It has put my husband in a financial bind and it's putting a lot of stress on him because of it. Please help us.

  • Initial Complaint

    Date:12/06/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 6/22/22, Downtown **** replaced my windshield that was cracked when I purchased the vehicle. Tried to call them December 1st of 2022 3 times. I left a voice message and did not get a call back until I reach out again December 2 and got information that they don't have any records of my repair ot the vendor who repaired my windshield. I spoke to *** a service manager and had to play phone Tag with a gentleman name ***** from a ************ shop of who needed to be responsible to repair the leak. ***** confirmed that he will call back to follow up and he did call back on December 6th of 2022 and said his manager was not responsible for the leakage and for me to contact *** from their other service shop. I was able to get a hold of *** and he contacted DC who is the service manager for downtown **** located on ****************************************** reached out to me and verbally denied me that they were not responsible and for me to contact ****** the sales manager from folsom lake Chrysler dodge because he was the gentleman who sold me the vehicle and took responsibility to replacing the windshield. I called multiple times trying to get of hold of ****** and even left voice messages but no call back until I got a hold of ****** 5pm on December 6th of 2022. He came on the phone and I explained to him about the leak from the windshield and he immediately told me he don't care and that he have nothing to do with the issue juat hung up on me after saying I'm going to file a complaint and he just told me good luck and he don't care.

    Business Response

    Date: 12/07/2022

    Downtown **** was sold to a new ownership group on 8/31/2022. ****** and myself no longer work for the company. There is nothing that we can do. The customer needs to resolve this issue with ********************** ****. Just a comment, The customer was over the ******** to ****** on the phone and was super demanding. ****** tried to explain that he was no longer employed there but the customer refused to listen. Tell us why here...

    Customer Answer

    Date: 12/07/2022

    I am rejecting this response because:As I got *************** on phone and explained to him who I am and explained the situation,  he disregard my situation with the most horrible attitude of saying to me quote " and...what's your point..." so I explained that I had spoken to ***** and DC from downtown **** and that they said victory automotive bought out downtown for and they have nothing to do with any records or vendors who worked on the windshield repair and then he cutted me off and said " so, I don't care. That's downtown ****** problem.  Not mine...Call them..call your insurance...I don't care. It's not my problem. So I told ****** I'm going to file a complaint and he said in a rude voice "do it...I don't care...good luck. Bye and he just hung up on me. 

    Business Response

    Date: 12/09/2022

    I am no longer an employee of Downtown ***** Please update your records with the new General Manager of Downtown Ford Sales.Tell us why here...

    Customer Answer

    Date: 12/14/2022

    Please elaborate as to who you are. You say I but I have no clue as to who I am writing too and if you say you don't work for Downtown **** anymore,  what company do you currently work for so I know who to reach out to, to resolve the issue with.

Downtown Ford of Sacramento is NOT a BBB Accredited Business.

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