Complaints

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:12/05/2024

  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.

  Dealer attempted to charge for work that was not necessary.

  Business Response

  Date: 12/05/2024

  Good  morning 

  The customer came in for 2 recall that needed to be performed one was 19S54 with this recall there is an (IDS Service Function) that will need to be performed basically, we will need to hook up to the obd2 port to check HCU VALVE this is part of the procedure of the recall 19S54. unfortunately, we found out that we cannot connect to the obd 2 connector port to perform this function. so the tech stopped at that time, advised the advisor to call the customer and advise them that there are issues with us connecting/communicating with the obd 2 reader port in the customers vehicle, the advisor called the customer advised him that we  are having issues with the odb2 port and we were having issues accessing communication, at that time the advisor asked the customer that we will need to gain access to the pcm,  due to inspection on the electronic HCU function and that this will be parts of the recall  that will have to be checked in order to replace necessary parts we were not able to access this system and in order to check to see why there would be a charge of $225.00 diag fee for this portion only not for the recall. The customer stated that it should be part of the recall which is not the case and felt we were charging him for unnecessary diag/repairs. He declined diag and also the driver side air bag recall # 21S12 same scenario we have to deactivate the air bag system thru connecting to the obd 2 port and this is not accessible thru the port. so, he declined any additional diagnostic with the odb2 port and decided to pick up his vehicle.so nothing was able to get done. 

   

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: 22644335
  
  I am rejecting this response because:

   I brought my Ford Fusion in for 2 recalls on 11/24/24f. A while later the service adviser called and told me that the cars's data link connector was not communicating any information, so they would not be able to take care of the recalls until the problem was fixed. She quoted $225 for diagnosis which would go toward the cost of the repair. I declined, drove the care home, and hooked up my OBD which communicated just fine with the car's computer. So these dishonest ripoffs tried to charge to diagnose and then repair something that was not broken.
  
  Regards,
  
  F******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/06/2024

  If the customer would like to bring the vehicle back, I would like to personally hook up our tool to check if the system is possibly now connecting with the vehicle. 

• Initial Complaint

  Date:10/01/2024

  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.

  I bought a Ford Escape Titanium car from the Four company in Tash Nook and I paid 4000 dollars for the exclusive warranty, but after a year the car is broken and they tell me that you don't have this warranty and And you have canceled this and I have never done this and no one is giving me a straight answer and every time I have gone for an Erical oil change they have said you have this and that is where I found out that the car battery After a year it broke and they told me that you don't have this one and when I tried to tell them that I bought it, I emailed them and they said that you canceled it if this It is a lie, please help me.

  Business Response

  Date: 10/09/2024

  Yes you purchased a warranty on 7/2/2023.  On 9/18/23 you signed a cancellation for that warranty and we sent a check for $3,806.64 drawn from US Bank CK#23144 to Driveway Financial your lienholder as a refund of said canceled warranty. The funds were indeed applied to your loan and the balance reduced by above mentioned amount.  

• Initial Complaint

  Date:08/26/2024

  Type:Product 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 used car from DCH Ford of Thousand Oaks. I paid $5300 for an extended warranty. I ended up not really liking the car and traded it in shortly after the purchase. I contacted the Warranty Co. and was told I would get a refund of over $3000.00 but it had to go through DCH. I called DCH and was told they needed my contract and other info which I took in and Sam Salama made copies and said I would see a check in the mail. Its now May and I still haven't received or heard anything. I sent emails and left messages for Sam and got no answer. I got ahold of the GM D****** ****** and he had Sam reach out to me. He then told me he needed the paperwork I had already given him. I took it all back in and was told the same thing. A check would be coming. I have been sending emails and leaving voice mails to both of them and they wont answer. We are coming up on 7 months now and I am just being ignored. Attached are just some of the email correspondence.

  Customer Answer

  Date: 08/26/2024

  I contacted the Warranty company again. Looks like DCH didnt submit anything until 8/1 so now I'm sure the refund is next to nothing. See below conversation.

  I purchased a package from you through DCH Ford in Thousand Oaks. I sold the car soon after and was supposed to get a refund. It has been almost 7 months and they say you haven't responded to them. Before I take legal action, I want to give this one more try. Agreement# SAAC-427346

  The cancellation has been processed.  You will need to contact your selling dealer for further assistance.
  
  

  I’m sorry, 1 more question. When was the cancellation processed? I started this process in March of this year. 

  The cancellation was finalized on 08/01.

   

   

  Business Response

  Date: 09/02/2024

  We apologize for the delay. There were several issues with the cancellation that needed to be addressed internally at both the dealership and the warranty administrator level. Everything did get processed and your refund was over the $3,000 as you expected. You have since received all the money at the time I am writing this.

• Initial Complaint

  Date:05/09/2024

  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.

  I purchased a vehicle the second week of March this year a Tesla, 2019 model three from Thousand Oaks Ford. I was concerned about pretty prominence scratches on the vehicle before I bought it and voiced that and was told it was going to be detailed. Car brought it back and for later was told to pick it up and it had the same scratches. I had upon picking up the car the passenger door did not close properly and the passenger front window did not roll down. I told us to the associate he said they would get it handled. I was given the runaround a week or two and was finally told to take it to Tesla and I told him I don’t have a warranty. It is out of the warranty for Tesla, but he told me to take it to Tesla and to save the invoice and send it to them. I did that I paid about $600 to get those things fixed. And there was , another front airbag passenger alert that I could not get fixed being it was $2200. I let him know that as well and then about two weeks later the brakes were squeaking so I took it back in and it needed a set of rotors. I sent the invoice back to the dealership as well that it was out of warranty . And I did not get any resolve from the sales associate and his sales manager Todd. I then went and made a Yelp reaching out for help as well because it looks like the GM is responsive on there. I am just looking to get the two invoices reimbursed being that those were safety functionality things with the window and the door and the brakes and that I had to pay out of pocket and was told they would fix it or help me out , but I got Tesla and pay.

  Business Response

  Date: 05/16/2024

  It is my understanding that you are currently working with T*** **** the Sales Manager to get a final resolution to your concerns. I am sure we can come to an agreement on these issues.

• Initial Complaint

  Date:03/14/2024

  Type:Product 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.

  March 14, 2024 I bought out my lease on my Ford vehicle and per my signed agreement when leased with DCH Ford the payout amount is expressly listed as $17,333.70. The signed agreement then states "you have the option to purchase the vehicle from a party designated by Holder for the purchase price option plus a purchase price option fee of NA at the end of the lease term if you are not in default". This is found in the attachment on Line 10. I am not in default and per the signed agreement I wanted to purchase at the end of term as agreed upon in the signed agreement for $17,333.70. DCH Ford refused to honor the signed lease agreement and set the price $500 higher and told me this was a processing fee. I showed them our signed agreement where THEY inserted NA when describing additional fees. This business is in clear violation of not honoring a signed agreement. My lease is expiring on March 20, 2024 so with no real options I was being played to pay their $500 processing fee which is not a part of the signed lease agreement. In fact if they wanted to advise a customer of this type of fee it should have been disclosed in the lease agreement, instead they inserted "NA". which we both agreed to and signed. I would state they took $500 from me today when I purchased the car out of the lease despite our signed agreement. If signed contracts are not enforceable then all future customers need to be warned of this dishonesty.

  Business Response

  Date: 03/25/2024

  This is very concerning to me.  I would like to get this resolved for you. Please contact me at [email protected] and I will be able to assist you.  I can also be reached at ###-###-####, but if you could email me a good contact number I will reach out.

  Customer Answer

  Date: 03/28/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21434474, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  On 01/24/24 at approximately 1000 hours my 2015 Ford F350 Diesel was dropped off at the DCH Ford dealership regarding a low pressure fuel indicator warning. The service technician that accepted the vehicle was informed that the fuel filter was recently changed out when the issue started. The technician was asked to have the vehicle checked on the computer to see what was wrong and notify me when the issue was determined. We were informed the cost to diagnose on the computer is around 150-200$. We informed the service technician that we would like the vehicle to be completed by Saturday 01/27/24. We agreed to the terms and left the business. On Saturday 01/27/24 we called the location to check on the vehicle status. Upon calling we noticed that there was no answer to the service department. I called the sales department however was continually transferred to the service line. After multiple attempts to speak with a supervisor I was refused and told I would get a call back however a phone call was never placed to me. On Monday 01/29/24 an additional phone call was placed to inquire the vehicle status and I was informed they had not looked at the vehicle at this time. I informed the staff that the vehicle needed to be completed today 01/29/24. At approx. 1500 hours my father was dropped off at the location to pick up the vehicle and had to wait for the vehicle to be completed. Upon receiving the bill for the vehicle we were informed that Ford does not work on any after market parts Ie. Fuel filter. We were informed that a new filter needed to be placed into the vehicle. The cost of the filter parts and labor came to a total of over 1100$. This does not add up and we feel were overcharged. d.

  Business Response

  Date: 01/30/2024

  This vehicle was towed in 1/24/24 with a crank no start condition upon diag code p0087 was stored in memory indicating fuel system concern. upon running vin on oasis found GSB # 21-7061- and GSB #0000035 proceeded to perform pinpoint test based off bulletin and check system for metal debris none found. 01/29/24 the customer informed us that the fuel filter was replaced by his son, and vehicle wouldn't start after replacement of fuel filters. Tech recommended new factory fuel filters due to old ones not sealing properly and rebleed fuel system due to air in system causing vehicle not to start.

  for the labor our labor rate is diesel @ $275.00 x 4hrs including diagnostic/pinpoint test/replacement/rebleed complete system /retest = $1100.00 + parts, also provided customer with a AAA discount once he mentioned he was AAA member. 

  so total $1025.00+ $132.71 + taxes =$1167.33.  

   

• Initial Complaint

  Date:12/29/2023

  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.

  Dealer failed to complete forms regarding warranty/gap in correct and also timely manner had poor communication with (me) the client , was told they would take care of my balance. Balance was left to go into collection resulting in a “derogatory mark” on my credit score, which will impact me for the next 7yrs negatively , contact has been made repeatedly with dealer, I get no response or solution from dealership team

  Business Response

  Date: 01/05/2024

  I am the new GM here and I would like some more details about your complaint.  I don't quite completely understand what you are saying occurred here.  Could you please email me at [email protected] with some more details and a good contact number for you? I will help in any way I can.

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: 21069380
  
  I am rejecting this response because:

  I rejected the response due to no resolution to my credit problems , will contact GM thru email to help resolve 
  
  Regards,
  
  L*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/06/2023

  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.

  I took my Raptor to DCH Thousand Oaks Ford to get a second opinion, as it was first looked at by Vista Ford in Woodland Hills. Upon arrival in the service lane I went in to a receptionist. She said let's get the VIN. We walked out and she got the info and then told me while still outside that I would need to pay $209 to inspect it. I refused to pay this and left within 5 minutes of arrival without going back into the building. So I called Ford Customer Service the next day. The Ford Customer Service rep said the dealer inspection fee was never covered by Ford but that it was often waived by the dealer if they did the warranty work. The Ford Customer Service Rep asked where I wanted the repair done, I said DCH Thousand Oaks Ford. She asked me to hold while she called DCH to see if they would waive the inspection fee. Upon returning to talk to me she simply said that D**** *** at DCH Service remembered the truck and that i abused the truck. I was shocked since DCH never took the $209 payment or removed the truck from the service lane for the 5 minutes I was there. They never even looked at the truck. This Service Manager’s lie completely stopped all ability for my truck to be covered under warranty! I received a call from DCH Service Director. I challenged Mr. Pat on how he determined I abused my truck. He proceeded to tell me that his technician crawled under the truck in the service lane and took many pictures. I should note that this would be a significant safety risk, potential OSHA violation, and insurance concern for the business since the customer could drive the vehicle and hurt or kill the technician had it actually occurred! I asked the Service Manager to forward the pictures. He did. Upon viewing them it was obvious they were taken by Vista Ford in Woodland Hills and NOT DCH. One of the photos even had a mechanic’s hand with a glove having “Vista” on it! I sent a reply by email back to him. His response was simply to contact Ford.

  Business Response

  Date: 10/06/2023

  Good morning
  

  So Mr. B******* came into our service center with an appointment to have this vehicle inspected due to a noise while driving. My service advisor greeted Mr. B*******, somewhere in the conversation Mr. B******* mentioned he was at another dealership and that they declined repairs there. so, this raised red flags, the advisor asked where he was at and that's when he mention vista ford of woodland hills. the advisor asked the customer why they didn't cover the repairs he mentions they were telling him due to damaged and that he would need to pay or talk to his insurance company for possible repairs. so, when the advisor heard this, we aways ask the customer that we will need diagnostic charge of $209.00 for inspection and if there is any warranty that we can apply after the inspection we will not charge the customer any fees as this would be under warranty, the customer refused and left our service department The advisor helping Mr. B******* actually came from the woodland hills store and still has communication with everyone there. she reached out to someone at woodland hills vista and asked if they remember this customer and the vehicle  and  what had happened, they mentioned that the vehicle was inspected by them and that they found damage to the customers axle, and it seemed that someone hit something or ran over something as this axle was bent and damaged causing the axle to rub on the lower arm, they also advised him this is not under warranty  and to reach out to his car insurance for assistance.  so, this was already previously inspected by woodland hills store and the technician at vista sent photos to our advisor. based on the photo sent to us it seems that this was caused by outside influence, Mr. B******* didn't want to authorize the inspection fee for us to even look at the vehicle, so we never wrote up an RO. If there is anything other information needed, please contact feel free to contact me 805-491-7049 Ext 1501. ask for D**** ***. 

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: 20704359
  
  I am rejecting this response because:

  The issue I have with DCH Ford is that they confirmed to Ford Customer Service that they inspected my vehicle and confirmed I abused the truck. They did so without ever actually inspecting my truck.  In fact, they just admitted this in their first response to my BBB complaint!
  
  This caused Ford to “blackball” my truck under warranty in their system because two dealers confirmed abuse.  
  
  The first dealer, Vista Ford, claimed abuse based solely on sand being on the under carriage of the truck.  Vista mentioned on the work report “verified concern, found front diff mounting bracket broken causing front driveshaft to rub on sway bar.” 
  (It should be noted that DCH did not even repeat this and claimed only the driveshaft was damaged from abuse when in fact it was a result of the diff mounting bracket breaking per Vista.). The broken front diff mounting bracket sits above an undamaged protection plate and as such could NOT have been broken due to any abuse!  Vista also never took pictures of the skid plate or protection plates to confirm they were undamaged.  They also took no picture of the broken mounting bracket of the diff which they stated as the cause.
  
  I left Vista to go to DCH to get a second and more thorough opinion and complete documentation of the failure and what was not damaged (skid and protection plates under the diff).  However, DCH wanted to charge me $209 so I left without them ever having looked at the truck.
  
  Yet, DCH told Ford Customer Service a lie and said they did inspect it.  Their Service Director, D**** ***, told my father and I on a 3 way call after Ford’s warranty coverage rejection that his technician crawled under the truck in the service lane and even took pictures documenting abuse.  We asked that he send these pictures and he did.  However, they were taken from the common dealer system and were Vista’s and NOT DCH’s photos!  DCH never conducted the second opinion inspection!  Furthermore, they now admit this in their BBB response to my complaint!
  
  In summary, this is what I expect to resolve this BBB complaint:
  1) DCH Ford will contact Ford Customer Service and retract their claim that they inspected my truck and that they confirmed abuse. They will reference Case # CAS-45252052-G3S7V9, Ruth Barrow, [email protected].
  
  2) DCH Ford will respond to this BBB complaint in writing confirming they completed item 1) immediately above so I have written confirmation this has been completed.
  
  3) DCH Ford will, using common sense diagnostic analysis methods, admit in response to this BBB complaint that generically if a 2021 F150 Raptor truck has no skid plate, diff/axle protection plate, or stab bar damage (which are all below the diff and axle) then there would be no evidence of abuse from off roading ground, rock, or log impact which would cause a diff mounting bracket to fail.

  Regards,
  
  ******* B*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/11/2023

  if you would like to talk to ford customer service again and explain your situation with them you may, ford customer service # (1800) 392-3673. Thank you and again sorry for the inconvenience.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: 20704359
  
  I am rejecting this response because:

  Your response is unacceptable, it is your responsibility to inform Ford Motor Company of the incorrect information you supplied to them. My acceptance of resolution of this complaint will only occur by you completing the three actions requested previously. You are the one who supplied fraudulent information to Ford Motor Company, causing them to reject warranty coverage, so it is your responsibility to provide them the correct information. 

  Regards,
  
  ******* B*******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/29/2023

  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.

  I will be linking a full typed of date by date what happened. Short version is they had my truck from 03/27 to 04/28. Which normal circumstances is completely understandable but My truck was not properly fixed until 08/30 when the truck went to a different dealership. I had countless visits with Dch Ford for them to correct issue and I told them from the day after it was completed that the truck did not feel right and pretty much every time they said I was wrong then there was a catastrophic failure where my truck had me stranded on the way back from Yosemite in Gorman at 9pm in the pitch dark. The truck was towed back to them and the day it got there with fluid all over it the service manager said it drives proper I said look under the truck and where it was parked there is Transmission fluid everywhere. then he took it in and said it was ready the very next day at the end of the day. They did not tell me what was wrong till I asked and he said it was over filled. They said fluid was correct height. I took it to another dealer and they said it was low and there was an oil leak from the drain plug on the engine. As far as money spent $200 for first job done/ 73.62 for oil change that wasn't needed/ $13.16 pre tax for bolts and hardware missing/ $299.03 for other dealership to inspect truck and do repairs/ $1,682.37 in rentals from Midway car rental and $590.47 in rental from Hertz rental. Full total of all at $2,858.65 D**** the service manager sent me $73.62 which I do not accept. That is nothing compared to the issues that were done. Both Jr and D**** have terrible customer service. I was nothing but understanding the full time and waited this long to even make a complaint. After months and months of serious issues. At this point I want the $2,858.65 back to me. That is the least of what I think I deserve at this point.

  Business Response

  Date: 10/06/2023

  We have contact ford on behalf of the customer to see if ford can assist further with additional rental cost. unfortunately, due to the esp. contract only covering up to 10 days only ford did not approve any additional rental cost. The deductible the customer is asking for as well for the $200.00 is due to the replacement of the transmission. Missing hardware I advised him to bring it back so we can replace any missing components which he went and bought parts on his own in our parts department and had someone else replace them. I reminded this customer ford did pay a portion of the rental when the transmission was replaced. We also paid internal rental at the time the customer returned when he had a transmission fluid leak on June 27.  

• Initial Complaint

  Date:08/24/2023

  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.

  I had my vehicle towed to DCH Ford of Thousand Oaks service department on August 1st (2023) for diagnostic of metal grinding sound from floorboard/ loss of power. We leased my car (brand new) from this dealership in March of 2020 & bought out the lease in January 2023. I have had ANY & ALL maintenance/ warranty work performed at the DCH Ford of Thousand Oaks service center up until this point. After having received no feedback following the first week, I called & was told 3 of the bolts holding the transmission casing had sheared off & the casing was barely hanging by one remaining bolt. The receptionist (Dallas) initially stated it appeared someone had attempted to STEAL THE TRANSMISSION, or the vehicle had been in an accident, neither of which is true, and either of which voids the Bumper to Bumper warranty AND ESP Warranty we purchased when we bought out the lease in January of 2023. This went on for 3 weeks (no further feedback from the dealer). Finally, I spoke with the Service Manager, "David" on August 17th. David was now adamant someone other than DCH Ford tightened the bolts too tight, which caused them to shear off (much different than the original prognosis). Unfortunately, corporate could only go along with his "findings" due to the vehicle being in his possession. It sat until Aug 21st, until we had it towed to a 3rd party for 2nd opinion (after being charged a $209 "diagnostic fee" by DCH). The second opinion was provided by JBS Automotive in Simi Valley ###-###-####. In their opinion, the bolts weren't properly tightened at the factory. They suggested we attempt to get Price Ford in Simi Valley to assist, as it SHOULD be a warranty issue. As of today (8/23) it has been delivered and awaiting feedback. The history of the vehicle clearly shows it's ONLY been serviced at DCH Ford of Thousand Oaks. So, whatever caused this issue would have had to have been done either at their service center/ mobile service, or the factory. Note: Filed w/ BAR as well.

  Business Response

  Date: 08/24/2023

  our service manager is going to talk to Ford to see if we can get assistance because of a chance that the issue was from the factory .

  Customer Answer

  Date: 08/24/2023

  
  
  I am rejecting this response because:

  We have had the vehicle inspected by a 3rd party mechanic, whose opinion was this was a factory issue. It is now in the possession of another Ford dealership, who was in agreement, submitted the claim (within 1 day), & has gotten the repair approved under warranty.

  We would like our “Diagnostic Fee” reimbursed, as this is now a confirmed warranty issue & you didn’t even bother to check the battery issue - it was found to be defective & you replaced it 8 months ago. 3 weeks sitting in your lot is totally unacceptable.
  
  Regards,
  
  C***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/25/2023

  n/a

  Customer Answer

  Date: 08/25/2023

  
  
  I am rejecting this response because:

  The message from the business only says “n/a”. The local dealership resolved the issue under Warranty (see attached). The “diagnostic fee” should be refunded, as this was in fact a warranty issue.

  We also needed to purchase/ replace the battery, which was provided by DCH Ford on December 2022 (8 months ago). They did not even bother to address this concern, despite said “diagnostic fee” (see attached).
  
  Regards,
  
  C***** *****