Complaints

This profile includes complaints for Big Valley Ford Lincoln Mercury's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Valley Ford Lincoln Mercury

  3282 Auto Center Cir Stockton, CA 95212-2836

  
• 

  Big Valley Ford Lincoln Mercury

  PO Box 690398 Stockton, CA 95269-0398

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5th 2024 I leased a 2024 **** explorer from Big valley ford which advertises 28mpg on the highway and 21mpg in the city, I purchased this vehicle solely based on the gas mileage knowing that I would be driving a substantial amount of miles based on my morning and evening commute of about 78miles each. I have attached some photos of the average mpg I am driving and it's nowhere near what is advertised even though my commute is mainly highway miles, I have taken it to the dealership multiple times and they tell me the gas mileage is low but there's nothing wrong with the vehicle. I have friends with the same suv and they have shown me that they are getting mpg closer to what was advertised. I would like to be released from the lease I am in, be reimbursed for my down payment and also for excessive gas filling I have had to do because of the poor gas mileage but not limited to the above. This is causing a financial hardship due to the excessive amount of money I am having to spend on fuel, I purchased this vehicle knowing I would be driving the amount of miles I am driving and I have accumulated over ***** miles on the vehicle since my purchase on July 5th. I have more photos that I can provide if needed Thank you for you time and look forward to hearing from you. ****** *******

  Business Response

  Date: 09/30/2024

  We respectfully submit the following response:

  Ms. *******,

  While we are very sorry to hear that you are disappointed with your vehicle selection it is important to note this is not a dealership issue and needs to be addressed with the manufacturer customer service division.  They can be reached at **************. 

  Please also note the following disclosure on all new vehicle MSRP' for reference:

  MPG City/Hwy *
  For gasoline, diesel, and hybrid fueled vehicles, MPG City/Hwy is the combined fuel economy. It is a weighted average that is calculated by weighting the city miles-per-gallon value by 55%and the highway miles-per-gallon value by 45%. It provides a quick and easy comparison of fuel economy across vehicles.
  *EPA-estimate metric: these are contingent on ideal conditions within a lab.Real-world situations such as carrying passengers or cargo, using climate control, driving style, and ambient temperatures can affect actual metrics.

  If we can assist you please don't hesitate to contact us.

  Sincerely,

  ******* J *******

  VP/Partner

• Initial Complaint

  Date:07/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 05/03/2024

  Please see attached response for this complaint.

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 11/01/2022

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

  Customer Answer

  Date: 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

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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,

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