ComplaintsforBig Valley Ford Lincoln Mercury

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The dealership decided to obtain my credit report with out my knowledge or consent I never personally inquired on their services.

  Business response

  08/11/2024

  While we would be happy to assist this customer in this matter we are not a credit reporting agency and don't have the ability to do this for her.. The remedy is for the customer to report to the credit bureau and they will correct the issue for her.  Additionally this customer should "lock" her credit with the three bureaus  so her daughter isn't able to use her information in future transactions.  

  Customer response

  08/11/2024

  I am rejecting this response because: I have contacted the credit reporting agency however they said the dealer needs to contact them and they will correct the issue . The credit reporting agency said the dealers are hesitant to do this because they will receive a fine. The employer at **** used my information after being told not to by my daughter she wanted to do this on her own using my information from a previous contract and running anything without my signature is illegal. 
  

  Business response

  08/27/2024

  AS STATED PREVIOUSLY:

  While we would be happy to assist this customer in this matter we are not a credit reporting agency and don't have the ability to do this for her.. The remedy is for the customer to report to the credit bureau and they will correct the issue for her.  Additionally this customer should "lock" her credit with the three bureaus  so her daughter isn't able to use her information in future transactions.  

  Her daughter is the catalyst for this issue.   

   

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car to big Valley ford for faulty part installed by vehicle manufacturer. Vehicle manufacturer would not cover costs due to being out of mileage coverage even though I was unaware of faulty part until it failed and required repairs. Big Valley Ford did not provide a loaner vehicle and offered no help in sourcing the rental car which I had to pay for while the vehicle was being repaired due to a faulty part from vehicle manufacturer. Upon pick up i witnessed the service manager discount an upset customers bill and another separate customer was given a loaner vehicle because he bought a new car and was covered under warranty even though I was paying a substantial amount to fix a faulty part installed by the manufacturer. I was then offered a credit card with favorable terms under the assumption that I would be able to use it for the vehicle repair at that time which turned out to not be the case. I submitted the application per the service shops instructions but was informed by credit card company that a decision would take 2 weeks after running my credit. My credit was ran and negatively affected for a purpose that I was not able to use. ******* center offered no help in reducing current repair bill or help in covering rental car costs.

  Business response

  05/03/2024

  Please see attached response for this complaint.

  Customer response

  05/06/2024

  I am rejecting this response because: although directed to hertz rental car for ****s rates hertz provided better rates that Bug Valley **** had negotiated with ***** so again **** had no help in paying for my rental car. Im treated like a customer who doesnt matter when I come in to pay a $3500 repair bill that is 100% fully ****s fault regardless of how many miles are on the vehicle or when I bought it because at the end of the day **** put the faulty part in and not me! Secondly, I watched the service manager reduce another customers bill for complaining but didnt even try to flinch for me! Then Im informed by service advisor that I could apply and pay for service using **** credit card. I then applied which had negative effects on my credit and was not able to use the card at time of pickup so I affected my credit at the advise of service center advisor and manager for no reason at all. **** service should have known that I wasnt going to be able to pay using the newly approved credit card and should have advised against me applying.
  

  I have also started a complaint against **** motor company and contacted a lawyer in regards to the class action suit against **** for their faulty flex plates. 
  

  At this time since my credit has been negatively impacted for no reason and Ive had to pay so much for a repair that is ****s fault. Im looking for and believe this to be fair that Big Valley ford should reimburse our rental car fees and pay for the faulty parts that had to be replaced due to no fault of my own. I will accept labor fees although I will say again that this entire repair is ****s fault regardless of vehicle age or mileage and not my fault as **** has installed faulty parts in their vehicle and should pay for the entire cost. Big Valley Ford can then contact **** Motor company for their reimbursement for parts. 

  
  

  Business response

  05/07/2024

  Dear  Bureau,

  We stand by our previous response to this customers concerns.  We have given him the steps in our original response to potentially resolve his issues/concerns. What he does with that information is up to him.  We can't stand in his place.

   

  Sincerely,

  ********************************

  Customer response

  05/07/2024

  I am rejecting this response because: Big valley ford and ****************** have done nothing to work with an unhappy customer due to poor management and manufacturing of poor quality vehicles. The entire repair cost is Fords fault yet here I am paying $3500 to fix their s***** vehicles while I stand and watch them reduce other repair bills and give other customers rental cars. Guess only people who buy new cars get good service from them.
  

  How s***** for a company to force a customer to pay for the repair of a faulty vehicle due to no fault of their own and to watch them discount other peoples bills and offer rental cars to other customers in front of me and not even offer to cover the cost of our rental car. Poor business practice and poor management services.
  

  Since nothing is being offered to help mitigate the damage that i incurred both financially and with my credit due to the sole responsibility and advice of ****************** and Big Valley Ford then I suppose they will promptly ignore this response and continue to s**** over other customers since they clearly are not focusing on what keeps them in business which is the customer.

  I will consider this unsatisfactory and request that it remain unresolved and have negative effects on their BBB ratings, not that they care. 

• Initial Complaint

  03/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a truck from them in about three weeks after my purchased. I reached out to my finance company, **** of America, asking about my first months payment because I have not gotten anything in the mail. They informed me that the purchase was not finalized because the paperwork had not been completely submitted. I reached back out to big Valley Ford asking them what was going on. They informed me that they needed another $3000 for tax and license for the transaction to be completed. I was completely shocked and couldnt believe they would let me drive a truck around for almost a month without actually completing the paperwork especially because this was a company vehicle of mine. I refused to pay the extra $3000 because I felt like they were wrong and they shouldve informed me of that before they let me sign my paperwork and walk out with the keys. They agreed to eat the cost in the paperwork was finalized a month and a week after I went home with the truck. Now they are saying I owe them the first month payment of $777 even though I did not finance my loan through them, and I paid my first month payment to **** Of America, my finance company I refuse to pay them that payment, and now they are trying to take me to small claims court. I reached out to my finance company to ask if I should be making this payment to them and they said that I should not that I only should pay the payments where the truck is in my name and that was to **** Of America. I feel they are crooks and take advantage of customers by scamming them into paying money not owed. Please help!!

  Business response

  03/07/2023

  Big Valley respectfully submits the following response:

  **************** was kept appraised of the process of funding her loan throughout the process as evidenced by text messages with her and phone conversations with our Finance Manager, ****, and our Sales Manager, Ty.  She purchased this vehicle under her business name of ********************* which presented the issues we needed to overcome to get the contract purchased by **** of ************** In order to ultimately obtain the financing for this vehicle we were required to send the first payment to **** of America with the contract.  **************** agreed to refund the dealership the $777.00 during a phone conversation with ** and we submitted the contract and were ultimately funded.  We have a cashed/cancelled check to **** of America indicating we made the first payment on her behalf.  The first payment she made is the second installment payment on the vehicle in question.  The clerk she spoke to at **** of America only sees the payment was made not by whom made the payment.  If she would like to see our cancelled check we would be more than happy to provide her with a copy. However she also needs to reimburse Big Valley for the $777.00 to resolve the issue as she committed to doing initially.

   

  Sincerely,

  ********************************

  VP/Partner

   

   

  Customer response

  03/28/2023

  I am rejecting this response because:

  I did not get the message my email sent it to spam. I would like to reopen the claim and respond to the previous message to Big Valley Ford. I did my payment and it was to **** of America who was supposed to then pay ****. However, **** still has not finalized my paperwork.
  

  
  

  Business response

  03/28/2023

  In response to ******************** additional information.  Please note that **** of America has not refunded Big Valley Ford for the payment they made on behalf of *****************  If she simply requests an accounting of her balance and payments received from **** of America she will see they have not refunded Big Valley.  Therefore the payment in question is due to Big Valley Ford.  Additionally if she simply asks **** of America for proof they repaid Big Valley Ford for the payment in question they will confirm they have not.

   

  Thank you,

  ********************************

  
  Vice President/Partner

  Customer response

  03/29/2023

  I am rejecting this response because: I am aware that *************** has not refunded you because you have not finalize the paperwork on your end. I have been in contact with *************** multiple times asking what the issue is and they push back and said that big Valley Ford will not finalize the paperwork so they are not able to release the funds. Can you explain to me why the paperwork has not been finalized since November 2022? 
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First took our car to All ********* to fix overheating, check engine light, noise. ( had it towed there) this was when the weather was over 100 degrees. Left our car there for over a week, Had to rent a car from Enterprise car rental. Picked up the car Sept 16th 2022.Paid $1363.79. After a day, check engine light came on. Called Allstar ****, the wanted us to drop off the car again until they could get to it?? We cant afford to rent a car again. They said sorry nothing we can do.??? Took the closer to our home BIG VALLEY FORD. Told them about All star ***** Left the car for the day, paid ******. Check engine still on. Couldnt fit us in till a few more weeks. Unbelievable. CHECK ENGINE LIGHT STILL ON. Repair or refund from either ALL STAR **** OR BIG VALLEY FORD Shops . Thank you so much

  Business response

  11/01/2022

  We have spoken to this customer and they are satisfied with us and intend to withdraw this complaint.

  Customer response

  11/02/2022

   
  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.
  
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business I work for (Bay Polymer LLC) owns a **** F250 with roughly ****** miles on the vehicle, so it is fairly new. While being used during the work day, the vehicle suddenly came to a stop on the freeway while going ***** mph. We brought it into the Big Valley Ford dealership in ********, ** for inspection and repair, since the vehicle is still fairly new and we thought the repair should be covered under warranty. The dealership completed the inspection and told us that the repair would not be covered under warranty because the technician determined that the cause of the damage was "Fuel Contamination". They were suggesting that our employee put gasoline into the vehicle instead of diesel. We asked them to provide more detail on what the contamination was, since we were confident our employee did not make that mistake. They refused to clarify what the contamination was or even test the fuel for contamination, so we didn't receive any explanation as to why they were denying warranty to cover the repair. We decided to spend the money to get the fuel tested at a third *********, and the tests came back clean with no sign of fuel contamination. We sent these results to the service manager at the dealership, but they are now refusing to serve us or repair the truck, despite our test results coming back clean. I have uploaded the third party test results and the report from Big Valley Ford claiming that our truck was damaged by "fuel contamination". We would like to get the truck re-examined and repaired by another **** dealership, as it is a fairly new vehicle that shouldn't be having issues.

  Business response

  11/02/2022

  Dear BBB,

  Please note the customer has had the ability to pay our diagnostic fee of $****** since 4/30/22 when we completed the diagnosis.  We are not holding the vehicle hostage.  He is welcome at that point to take the vehicle to any repair facility of his choice for further diagnosis and ultimate repair.

  However it is important to note a few things before he does this.

  1.  Our contaminated fuel diagnosis was also confirmed by a **** Service Engineer who visits our facility regularly.  This diagnosis confirmed this repair is not a warranty.  He should be in contact with his vehicle insurance company and filling a claim for assistance with this repair.

  2.  When he took the fuel sample to have tested the vehicle had been sitting undriven for a period of months (April 30th, 2022 until October 4, 2022) allowing all the sediment to settle in the fuel tank.  When the sample was taken it was from the fuel at the top of the tank and not where the sediment currently resides.  Therefore it would not be unusual to get a "good" reading from the sample.

  3. We have photos of the components affected by the contaminated fuel indicating the fuel is contaminated.  Again, further confirmed by the **** Motor Company Service Engineer.

  4. When the next facility or he operates this vehicle the sediment will then be circulated again and the diagnosis will remain the same.  Additionally they will inspect all the same components ************** did to confirm our findings.

  Please inform the complainant that he is welcome to pick the vehicle up after paying the ****** or we can assist him with filling his insurance claim with his vehicle insurance carrier.

   

  Thank you,

  ********************************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my truck to get serviced on 3/18/22 for oil change and ****** mile service I let the visor know to top off my radiator fluid the first thing advisor told me was I might have a leak I told him I dont have a leak its been in the same spot for over six months the reservoir never moved its just been a little low Im gonna go on a trip so I just want to make sure everything is top off so when I picked up my truck the next morning I see radiator fluid all over the ground so I thought they just overfilled the reservoir because they did but then the next day I see the same thing I crawl underneath there and I see something leaking not sure where its coming from but guarantee they sabotage my truck the advisor had an attitude like I was wrong that I dont know my truck I craw underneath there every time I wash it to clean my suspension because my truck has a 7 inch lift kit on it so Im always underneath there wiping stuff down So I no I never had a leak please help me to get this resolved and fix my truck this is not right I look up all the reviews on the same place and everybody complains about the same thing they took the car truck in for an oil change and came out with a leak they are trying to make more money on peoples vehicles please put a stop to this

  Business response

  03/22/2022

  We respectfully submit the following response to this complaint:

  ************ is a local business owner that has been brining this vehicle to us for service since April of 2020.  On five occasions since then we have performed maintenance services on this vehicle.  On this occasion he explained he wanted the radiator "fluid topped off".  At that point the Advisor asked if he would like us to check for a leak and he refused this service as he explained in his complaint that he "didn't have a leak". 

  He submitted this complaint on Sunday March 20th to BBB.  On Monday prior to us receiving this complaint from the BBB he arrived at our shop first thing in the morning and contacted our Service Manager.  His demeaner was aggressive and disrespectful.  He was using every cuss word he could.  Our Service Manager maintained his composer and offered to take his truck into the shop and pressure test the system to look for a leak inviting ************ to watch the process.  In fact when the pressure test was performed the leak in the system did appear.  Our Service Manger asked if he would like for us to repair the leak and ************ became more aggressive and vocal with his foul language.  He wanted the truck repaired for free and our Service Manager said no as we didn't cause this leak.  As he was walking out of our shop he began to scream at other employees with his foul language and berate our staff that weren't even involved in the situation at hand.  Once outside the shop he screamed at our Service Manager that his mother was a "witch" and they were "gypsies"!  He then started hand motions towards our Service Manger explaining that he had "put a spell" on him.

  We unfortunately because of **************** actions have decided he is no longer welcome at our dealership.  As you know we have a duty as employers to protect our employees from harassment and individual's such as this.  We wish ************ well but suggest he find a new repair facility.

   

  Thank you,

  ********************************

  Vice *********************

   

  Sincerely,

  ********************************

  Vice *********************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle July 2015 with the hopes to have something that was not only new, but reliable and somewhat good on gas. I mentioned to the salesman that it was important that I have a reliable car because I commute to the bay area for work. I also mentioned some of my concerns regarding rumors i have heard about **** vehicles and he reassured me that **** recently put money back into their own brand and the new models where up to par. After two years of taking my vehicle to the same dealership i purchased it from for routine maintenance i found myself on the freeway one night with no warning lights and my car suddenly losing power. I was almost hit on the freeway and had to suddenly pull over. I took the car back to **** just to be told that it was an internal defect regarding metal shavings in the engine and it would cost me **** or more to fix because i just ran out of warranty. I immediately knew then that I was robbed and taken advantage of. How do I take my new car to the dealership I purchased it from and I experience something so sudden? How did **** not see any signs of transmission problems during all those times I took it to them. I discussed the issue with the manager and even tried to reach out to **** directly just to be told to follow up with the dealership themselves. This occurrence was the start to my vehicle nightmare. They failed for several weeks to come up with a plan to assist with this issue and i ended up spending a significant amount of money on rentals which they did not reimburse me for. They did eventually give me a loner for the last week they were working on the vehicle, but i was already out of thousands of dollars. When my car was returned it never ran the same and no matter how many times I communicated this nothing was done. In June of 2019 I experienced more issues with the car and the transmission went out again for a second time. No matter how I explained this the credit company deferred that this was a dealership issue

  Business response

  11/02/2021

  We respectfully submit the following response:

   

  **************** did purchase a *************************** July 2015.  In January 2018 she reported a transmission concern at the mileage of 82,020.  We replaced the transmission and **************** continued to bring her vehicle in for regular maintenance from  that point up until July 2019 when the vehicle had ******* miles never again reporting any transmission issue that would have been covered under warranty.  We haven't seen this vehicle since July 2019.  At some point **************** voluntarily surrendered her vehicle to **** Motor Credit her lender.  They then sold the vehicle at auction and are billing her for the balance of the loan on the vehicle.  She has requested as a resolution to her complaint that her credit be repaired.  This isn't something the dealership has anything to do with.  This is between her and **** Motor Credit Company.

   

  Thank you,

  ********************************

  Vice President/Partner

  Customer response

  11/04/2021

  I am rejecting this response because: After July I contacted **** on several occasions and even took the car up there after the replacement and advised that the car ran fine when i insisted that it didn't. I did continue to bring it in for regular maintenance because they told me nothing else could be done. I communicated this to the dealership and to the credit company and they both inform me to speak to the opposite in order to find a resolution. The car was returned because they transmission went out again and you can verify this information for the final sale of the vehicle. Do to the transmission failing for a second time I could not afford to keep it. The dealership lied about the quality and reliable of the car. If I was aware of all the possible defects I would have went with a another make of cars. I have never heard of anyone buying a ***** or ****** and the transmission shedding metal over time. This seems intentional. There are several class action suits regarding this and both the credit company and dealership are failing to deal with these issues. I have also attached a copy of the credit company response advising that the manufacturer default is on the dealership. 

   

   

  Company's Response
  Upon receipt of Ms. ******* complaint, we reviewed her account. Our records indicate **************** signed a Retail Installment Sale Contract - Simple Finance Charge on July 05, 2015, for the purchase of a 2015 **** Fusion at Big Valley Ford ***** where **************** agreed to repay the amount financed, plus accrued interest, by making 72 payments of $549.99 per month, to **** Credit beginning August 19, 2015. We understand **************** was in contact with **** Motor Company about addressing her vehicle concerns. The **** Motor Company is the appropriate party to address these types of concerns. A review of the notes on Ms. ******* account show **** Credit did work with her during her financial struggles, deferring nine payments and reviewing two applicants to take over her account. Neither applicant was approved. After repeated collection attempts were unsuccessful, we attempted to locate the vehicle for repossession. When this was also unsuccessful, the account was charged off August 30, 2019, at 103 days past due for payment. The vehicle was eventually located at Ms. ******* address above and repossessed on January 25, 2020, and a Notice of Our Plan to Sell Property was sent to her address of record at the time on February 4, 2020. We did not receive any payments from **************** after the account was charged off. Because of state restrictions due to the pandemic, the sale of Ms. ******* vehicle was delayed and has not been sold at auction as of the date of this letter. Once sold, the money we get from the sale (after paying our costs, as allowed under her contract) will reduce the amount **************** owes. If we get less money than **************** owes, she will still owe us the difference. If we get more money than **************** owes, she will receive the overage, unless we must pay it to someone else. Please understand, while **** Credit provides financing for **** Motor Company manufactured vehicles, **** Credit is not the manufacturer and does not have the expertise to assist with vehicle or service related concerns. We rely solely on **** Motor Company and **** dealers to resolve customer concerns dealing with the vehicle performance, service, and warranty, including allegations of product defects. If **************** has any additional questions or concerns regarding the vehicle or vehicle service issues, we provided **************** a phone number and mailing address to contact **** Motor Company's ***************************** **** Credit believes it handled Ms. ******* account appropriately and in accordance with the terms of her contract. We find no basis to waive any part of your balance at this time.
  

  Business response

  11/05/2021

  It is unfortunate that **************** is rejecting our response.  If you review the additional information she has provided in her rejection you will note that ********** Credit ****** "The ********** Company is the appropriate party to address these types of concerns."  While the dealership can assist with her communication with ********** Company regarding vehicle defects, if they exist, they are not the responsibility of the dealership.  Additionally the vehicle was never returned with any notice of a defect or malfunction as I stated in our initial response.

   

  We wish **************** the best but there is nothing further that we can do for her.  She is no longer in possession of the vehicle in question.  

   

  Thank you,

  ********************************

  Vice President/Partner

*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. ↩