ComplaintsforKearny Mesa Ford

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle at kearny mesa ford in San diego ca in October of 2023. I also purchased extended warranty but because of the dealership neglect they did not finalize the extended warranty therefore leading to my extended warranty being voided. I paid 2900 for 36 months or 36k miles. Only reason I found out was because my car needed repairs. It's been approximately about 7 months of extended warranty that was paid for but the dealership did not deliver. Now they are refusing to reimburse me for months of extended warranty that was paid for. The vehicle also has cracked door hinges which is a major safety hazard for my family. Dealership failed to properly inspect vehicle before selling to me

  

  Business response

  08/19/2024

  We have confirmed with our Finance team and our service team that the customer's concerns have been resolved. The vehicle repairs have been charged to the service contract. If there are any additional concerns please feel free to reach out to our Finance Director, *********************** at ************************************

  Customer response

  08/19/2024

  I have still not received compensation for the months that were paid for inactive extended warranty. Which is 7 to 8 months. Also made me miss days of work because I personally had to try and resolve the issue. I personally let the dealership know about the problem from since January of 2024 and they still took approximately 7 months to get the extended warranty active. They dragged the issue for so long making me miss work to personally go to the dealership to fix that issue. 

  My vehicle was sold to me running with a lot of mechanical issues that were not disclosed off prior to the sale

  

  Business response

  08/20/2024

  We did help the customer get the warranty work done but he wants his customer pay work that isnt covered for free as well.  We pro-rated him the amount of time the coverage of the warranty wasnt in place. His vehicle did not need any work done during this period but we did give him a check for that time period in hopes of gaining his satisfaction.  He allowed us to complete the warranty work and we have done our best to resolve his concerns.

  Customer response

  08/20/2024

  I have not received any check or money back. And the repairs needed on my vehicle date back to within the first week of the purchase. They dragged it out way longer than it should have. The problems that my vehicle is having have been happening since the first week of purchase

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged $800. I signed a document that I dont know what I signed. I am elderly I called several times did not receive a call back. I even asked for the manager and nobody has called me back. I need this resolved as I looked through my paperwork, and there was a recall on the same part that was replaced And I had it replaced before because of a recall

  

  Business response

  01/02/2024

  I will look into this matter with the Service Advisor and our Shop Manager and should have a response within 48 hours.  

  Customer response

  01/09/2024

  I purchased my Ford Escape 2012  at this same place Kearny Mesa Ford and continued to take it there for service.   My car stopped running  after a stopsign , then  another tiime it stopped on ********* from ****** after making a right hand turn from  ******.  It stopped in the middle lande then I started it up again.  I took it to Kearny Ford and This last time I dropped it off on Dec 4/23  because of the hesitation and car dying again. . **** looked under the hood and he and I noticed what he said was a minor leak.   When I dropped off my car the Service person, **** ***** said it had to be left overnight  so he called a **** driver and took me home. The next morning **** called me and said a **** driver was on his way to pick me up and that the car was ready.  When I got  there, Ivan wasn't around.  I was waiting for a few minutes thinking he'll be back.soon.  Then it took a few more minutes when I decided to ask another person,******* ****** where **** was.
  He said he might have gone to the bank!! Anyway he pulled my paperwork and not realizing what was done.  I signed off on it.  After looking at the paperwork at home I realized a throttle replacement  was done.  I shouldn't have paid for a Recall.  My bill was $808.72..  And theres attached a quote for some other stuff.,  See Invoice ******* with a couple quotes for other issues.  It's hard to understand their invoices, 
  Since then I have made 6 phone calls to Kearny Mesa Ford Kia and the  supervisor and or manager haven't  returned any  calls.  Ive taken my car to this place for the past 12/13 years.  Then I started to look at ALL my service paperwork through the years.  It appears that I have
  had the throttle replaced a few times.  Now Im' afraid to drive never knowing when it's going to heppen again.  What would happen if I stopped on the freeway?!

  I would like my moneyback.
  

  
  

  

  Business response

  01/09/2024

  I was charged $800. I signed a document that I don’t know what I signed. I am elderly I called several times did not receive a call back. I even asked for the manager and nobody has called me back. I need this resolved as I looked through my paperwork, and there was a recall on the same part that was replaced And I had it replaced before because of a recall. - Customer Concern.

  The paperwork has been fully investigated and here are the findings.

  Customer concern and why the vehicle was brought in to diagnose why vehicle dies at stop light and stopped running while making a turn.

  1. There was a Recall done on 8/5/2014 and that for Reprogram of the Throtle Body and under testing requirement it may need to be replaced. In 2014 I did not need to be replaced. Ford put an extended warranty on it of 10 years or 150,000 miles from the original start date from when the truck was new. The original start warranty date was 2/24/2011 meaning the warranty expired 2/24/2021 There is no warranty on the part and it was never replaced during the recall. 

  2. 12/4/23 Service Advisor **** ***** spoke to ***** on her cell phone ************ at 5:16 P.M. to go over the estimate to replace the Throttle Body $808.72 was approved to do the corrective work. After tech replaced the parts, vehicle was driven 10 miles to make sure operating designed. 

  All docs are correct and can be verified by Ford Motor Company. If there is any more questions and or other docs that can be provided from another Ford store that shows this part was replaced, it may change the final outcome if it falls under any other warranties. Kearny Mesa Ford will consider this review closed. If the truck is not fixed and still stalling, please reach out to **** ***** for further repairs if needed. After our testing the vehicle passed test.  

   

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped off our truck at Sunroad collision to get evaluated and fixed after a car accident, which was not our fault. The truck was dropped off on November 14, and the truck was assessed the next day by progressive (our insurance). We were not given updates by the shop. On November 29, I called for an update. I was transferred to a woman whose name I did not get. She was extremely rude and told me multiple times that she had no update for me, that she had no status. As a result , I told my husband to give them a call. He called the next day, and he was told that they were waiting on parts and that they had no outlook on when the truck would be possibly ready for pick up. My husband called again a few days later and was told that the truck would be worked on the following week and my estimated pick up date would be December 13. One month after initially dropping the truck off. A week later, my husband called for an update and was told that the wrong part was ordered and that they have to order a new part. Now we are in limbo with no update on when they are going to receive parts, when they can start the work, and also when we could possibly get our truck back. Not to mention that the staff has been dismissive, rude, unapologetic and simply mean. They have already ripped the side of the truck off and we were advised by our insurance to just leave the truck there to get fixed since taking it elsewhere could prolong the process further. We have no courtesy vehicle and we are still making our monthly payments on our truck.

  

  Business response

  12/11/2023

  There was a parts delay in receiving an inner bedside piece from ****** then the wrong part was sent to us on *****. Delays are not the fault of the shop. Expected completion date is *****. We will not provide a loaner car or be making any car payments.

  Thank you. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a certified pre-owned 2020 ************* at Kearny Mesa Ford/*** on June 17th, 2021. It had ****** miles on the odometer. I paid $2500 for an extended warranty at that time to cover repairs up to ******* miles. *** *** is *****************. I have complied with the recommended vehicle maintenance schedule and kept all documentation. In February 2022, at approx. ****** miles I noticed excessive oil consumption with no sign of leaks. Over the next 17 months, I returned the vehicle to the above dealership four times to report excessive oil consumption. Each time, for dealer conducted an oil consumption test. I was informed that each test resulted in no excessive oil consumption. I was dissatisfied with the accuracy of the tests because I continually had to add oil. I concluded that the tests were not being performed correctly and took the car to a different dealership (**************** of *********) for an oil consumption test on July 25th, 2023, just one month after my previous test at Kearny Mesa Ford/***. *** test showed 1.1 quarts consumed in ***** miles. I paid $845 to have the engine inspected at **************** which found damage to the rod bearings and other components indicating inadequate lubrication. My service representative there, *******************************, recommended I purchase a new engine for $10,000 which is not covered on my extended warranty. I told her to order the new engine because I am unable to wait for an extended period litigating this matter. My son is disabled and on life support. I need my car as soon as possible to be an effective caregiver. I have contacted *** **************** and Kearny Mesa Ford *** with negative results. I am certain that if the oil consumption tests were performed correctly the engine damage would have been minimal and I would not need to purchase a new engine. Photographs of the damage are available if requested.

  

  Business response

  08/29/2023

  We have reviewed the customer allegations with our team and we did not find consumption above what is considered normal for ****

  Customer response

  08/29/2023

  Kearny Mesa Ford/Kia is responsible for the damage to my engine.  On four occasions I took my car to them to find the CAUSE of the excessive oil consumption.  Each time they just did an oil consumption test and said they could not find excessive oil consumption.  However, I did not bring my car in to find out if there was excessive oil consumption.  I brought them my car to find the CAUSE of excessive oil consumption.  I already knew there was excessive oil consumption because at least twice they found no oil on the dipstick when I brought it in for regularly scheduled oil changes.  It got to the point where I had to add oil every week.  Dissatisfied with the lack of service from Kearny Mesa Ford/Kia, I took my car to ****************.  They did an oil consumption test and immediately found excessive oil consumption which indicates Kearny Mesa Ford/Kia did not properly conduct the same test (negligence).  Too little too late for my engine though.  It is damaged beyond repair.  If Kearny Mesa Ford/Kia properly addressed my concerns, my engine would not be damaged.  I need my engine replaced ASAP because our son is disabled and on life support.  The car is necessary to provide adequate care for him.            

  

  Business response

  09/14/2023

  The *** has an open investigation on this vehicle and all documents have been supplied to the *** for review. *** rep ******************** The dealership is in a wait period for doc review. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 9, 2023, I brought my 2011 Chrysler 300 into the Chrysler Sunroad service department at Balboa Avenue in San Diego. It was taking more effort to brake the car. Service agent *************************** (***) in the *************************** told me that the vehicle required front and rear brake pad replacement and all new rotors. I asked what service on the car was a priority. He told me the front brakes were the most important. I agreed to the work which would cost $670. After the service was completed the service agent told us there was also an issue of brake boosters needing replacement. He reassured us that he did not notice an issue with the brakes being hard to push, or any other issues, when he test drove it, and that I could drive the vehicle home and call if there are any problems. Our drive home we noticed our brakes were even worse. It was also hard to judge how much braking distance we would need in order to stop because the brakes were not working properly. We felt this put us and other drivers at risk. As soon as we got home, we immediately called the service agent. After attempting to contact him and leaving voicemails, we attempted to contact management but spoke to a service rep at Chrysler Sunroad service, who said she would discuss with, J.V. He called ** back and stated, Lets just keep this between you and me. I will try to work something out and it would only cost [an additional] $700. After discussing the matter with our son, he took it to another auto mechanic, ***** Works, who was able to immediately diagnose the issue by pressing on the brake. They told us that they are unsure why we were told we needed new brake pads and rotors. He told us it was the brake boosters that needed replacement, paid $550, and after we noticed complete improvement of the issue on our drive home.We placed a hold on the check we had given to Chrysler due to poor service, not addressing the issue we brought the car in for, and for endangering our safety.

  

  Business response

  06/06/2023

  We're sorry to hear about the customer's experience but it sounds like they meant to submit a complaint to a Chrysler *********** This is a **** Kia ***********

  Customer response

  06/06/2023

  
  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

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 24th 2023, I brought my vehicle, a KIA ** 2021, to Kearny Mesa Ford (Sunroad Auto Collision Center) for necessary repairs as discussed and agreed upon with their staff. On February 9th I was informed that the repairs would be completed within 19 days, per their Estimate of Record (attached). However, to my dismay, the repairs have not been completed despite a significant amount of time having passed.I have made multiple attempts to address this issue directly with Kearny Mesa Ford (Sunroad Auto Collision Center). I have had conversations with their staff, expressed my concerns, and requested updates on the status of my vehicle. Unfortunately, their responses have been unsatisfactory, and there has been a lack of transparency and accountability regarding the delays.

  

  Business response

  05/17/2023

  *******, we're sorry for the delay on your vehicle repair. Unfortunately this was a big repair job with many parts that had to be ordered. We are waiting on parts to finalize this repair. Our Collision Center Manager will be calling you today to give you a detailed update and he can answer any questions you may have. We thank you for your patience.

  Customer response

  05/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************************************************************************************* has acknowledged the delays in completing the repairs on my vehicle and expressed their apologies for the inconvenience caused. They have proposed to prioritize the completion of my vehicle's repairs and commit to a revised timeline, of approximately June 17th. This timeline was provided by the Collision Center Manager per a phone call on May 17th. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like I said to the KIA ***** from the beginning I am a veteran with Mental disabilities,PTSD, amongst other things. Sunroad Collision Center received my Telluride June 1, 2022 and it was ready July 29, 2022. The service department refuses to change my shocks that are under warranty. The Collision center was supposed to repair my vehicle and give it back like new. Which is why I paid $2500.00 to them for services. Upon receiving my car I noticed there were many parts missing and the driver's side seat belt broken which it wasn't in the first place. I talked to ******* de ***** and ************************* about the missing parts and I was told my car comes like that from both her and *************************. All future requests were met with a flat out NO. I called the corporate office in ****** and they told me to try again to get whatever paperwork and anything else that needed from them. I drove to a *** 25 minutes away because the parts guy claimed he couldn't find the parts in the computer. ************************* made it seem like there was no one else I could talk to regarding my issues with him. I found the customer service liaison and voiced my issues to her. I proved to her that what I said was true major resistance and attitude from her. She said she will issue me a check for the part which was in this case was a tow hitch cover which I drove 20 minutes to find in less than 60 seconds by ************************* great guy by the way every time I go see him.I was asked how much was the part by the Liaison and I said around $56.00, $58.00, $60.00 as she's shaking my hand she turned and said send me the receipt and I'll give you what's on it. That's common courtesy right with any business right. But What about my gas and time and frustration? The customer service liaison issued me a check for $58.00 issued me check for $58.00. My PTSD and mental disability had me thinking that that was done out of retaliation for me finding their mistake. Back then all I want was refund. Now I want more than that.

  

  Business response

  05/15/2023

  Dear *************************************,

  First and foremost we want to thank you for your service to our country. We would be ************* your concerns but our records indicate that your vehicle has not been here since November 2022. Please feel free to make an appointment with our service team so that we can take a look at the seatbelt and shocks.

  Thank you,

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been in this establishments service center since December 2022. A diagnostic was performed that showed the Transmission control module to malfunction but after that diagnostic it was never disclosed that my vehicles Clutch levers needed to be replaced. After 4 months of waiting for the **** when it was replaced my vehicle is now unable to operate according to the employee ***** when that was not the state my vehicle was in when brought into the service center and these malfunctioned parts were not disclosed, there was a repair negligence and/or some damage *** have occurred after the recalled part was replaced. The manager **** took absolutely no accountability and disregarded the situation with a sense of urgency, has not touched base - *** also never offered resolutions and the service advisor ***** also has not responded to forms of communication when they have possession of my vehicle at this point. **** stated he would confirm if **** would allow myself to provide the part as this location is retailing the same part provided by **** manufacturer for thousands more than its sold for online, I confirmed with **** Motor company that stated each location makes those decisions and when contacting **** again they stated a case was not open for the part so again those in higher capacity are lacking communication, accountability and not offering resolutions even when I was willing to proceed with repairs and/or having the vehicle be returned back to its natural state of being able to operate because it was operable when brought into this service center. I opened a case with **** regarding the part since apparently **** did not and he nor did anyone at this location touch base regarding the repairs, parts, resolutions, retaining vehicle, etc. My next step is filing a case with the local ****** of ********** Repair for an thorough investigation as well as retaining a lawyer for litigation proceedings, a lawsuit is pending for ****.

  

  Business response

  04/11/2023

  **************** arrived at Kearny Mesa ford on or about December 16, 2022 His car was towed in, from the other **** Dealer he was working with, (**********) they attempted to repair his Focus by replacing a Transmission Shift Pump. Once the shift pump was replaced, the vehicle was still not right. The check engine light was on, and the vehicle was not driving correctly. When we started the diagnosis the transmission control Module had several codes showing.  The pinpoint test we performed showed we needed to replace the trans control module; the module was covered under an emission warranty.  We replaced the part, and upon replacement, the tech was unable to get the vehicle out of his stall as the transmission was still faulty. After the module was replaced,we continued testing on pinpoint test N, and found the shift paddles were sticking.  Because the paddles were sticking it caused the transmissions clutch to be worn enough that makes the car almost undrivable. We submitted the costs of repair to **** Customer service and **** agreed to pay $2377.00 of the $4000.00 estimate. We were elated to inform **************** that **** was stepping up to help financially with the repairs, as the vehicle is currently out of warranty coverage.Unfortunately, **************** was not happy with this. He began to try to find Parts Not sourced thru a **** dealer.  We will not work with parts not purchased here; this is our prerogative. At that point,we feel **************** was being unreasonable and would not authorize any additional work to be done. This caused the long delay in the repair process.   
  
  However, at this point we have decided to cover the repair as a goodwill gesture and already have the parts here to complete the job.  **************** needs to visit the dealership at his earliest convenience and authorize the repair so we can move forward.
  
  Thank You,
  
  *******************
  Service Director 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car has been at the ****************************** since October 18, 2022. The dealer states the part needed for the repair is not available. They informed me in October that my car would be ready by December, and at the end of November, they informed me it would be "some time" in January 2023. This is the second repair on this car that has taken an extraordinary amount of time. They had my car in their shop for nearly three months at the beginning of 2022 and now it is in for another three to four months. That's nearly eight months in the last year. That's nearly eight months that I lose on my warranty while I am still paying for insurance and registration fees. I have had to call several times to get a response from their manager and only after telling the service agent that the manager is not returning my calls, did he call me back. With no resolution.

  

  Business response

  01/16/2023

  Unfortunately, as of today we are still waiting on the torque converter that is on national back order. Because of the customer's hardship and the ********************'s request, we made some calls and we were able to find a part in our market. We will have the part hopefully by tomorrow and will have the vehicle ready by the 21st barring no other issues. We will be in contact with the customer shortly to confirm that we were able to secure the part needed to move forward with the repair. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle from Kearny Mesa Kia ********** in *** Diego, **. in Jan 2021 - ******* financed thru ********* ******* in Thousand Valley, CA. per Kearny Mesa **********'s recommendation. On April 28, 2022 the vehicle was paid in full (see *** ******** ********* ******* did not release "pink slip" to legal owner and complainant (****** and *********************). ********* Fiance released vehicle electronically with DMV, but issued vehicle title to another *** ********** and refuses to correct. Tried to resolve for 7 months to correct the error. Despite complaints, *** refuses to correct the error and send us our pink slip (legal documents) showing ****** and ********************* as legal owners. *** ****** they can do nothing. As such, we have our *** ******* in our possession, but cannot obtain the pink slip/ownership. Should an issue arrive, we are not shown as the legal owners due to the refusal of *** to correct the title on the pink slip. We have a letter from *** ******* stating the vehicle is paid in full and that they will issue release the pink slip. Letter shows Vin, License Plate, and our name on it. This intentional action by *** transferring title to another dealership knowing we are the rightful owners, and refusing to amend the error with DMV, is Fraud and Theft. This is also a Theft by False Pretenses - ***** Penal Code: 532 (Felony); Grand Theft: PC487 (Felony); ***** PC 115 - knowingly/falsely transfer a record or instrument (Felony), and there are more codes.

  

  Business response

  11/03/2022

  We spoke with the customer and we're sending the title to the state because *** put ** as the lienholder. Customer was in agreement to have the title sent to the state to remove ** as lienholder. Customer will receive clean title from ********** DMV in about 30 days. 

*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. ↩