Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We bought the car on 7/12/24. On 8/29 the car stopped working. It was in the shop on 9/5/24.for 4 days. On 9/9/24. The cylinder head went out . We had it towed back to the shop. On 9/17/24 the timing change went out. Today 11/25/24 it is back in the shop for not starting. its a lemon. 

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  8/26/2024 my ******************************** the middle of the street. I towed it to ********** in Tracy for an inspection. I was told by ***** the service manager they would do a full inspection and they would call me with the results. A week later he called me stating it was rodent damage to the harness. Per his advice I submitted a claim with my insurance. ***** service manager let me know the part would be there in 2 weeks and once they received it it would take a week to work on it. So a Max of 3 weeks. Fast forward 2 weeks I called for an update and he let me know the part was not ready and he didnt know when it would be ready. It is now November 15 almost 3 months later and no update. I called today November 15 ***** is now saying that **** manufacturing only made 4 Wire harness and since we are on a waiting list we didnt know if we would be receiving it. Ive been with out a car for almost 3 months now. I dont have money to purchase another vehicle Im continuing to make the payments on this car without being able to use it. I want this problem resolved asap. Weve made a complaint with for and had no resolution. They will not let us borrow a loaner car. They will not help us at all. We even started a claim for a buy back which they also denied. My insurance has already sent out the 7k check to *************

  Business response

  11/20/2024

  To Whom it May Concern,

  I wanted to provide an update regarding the BBB complaint from ***** ******.

  Heres a summary of the key points:

  The customer towed their vehicle to ******************** without an appointment. After a thorough diagnosis, it was confirmed that there was rodent damage to the wiring harness.

  The vehicle is out of warranty, with over 100k miles and beyond the 7-year coverage period, so we are unable to submit for or receive any financial assistance from ****

  The customer contacted their insurance provider, and after a few weeks, the insurance company approved the claim and issued a check for repairs.

  Since the beginning, the wiring harness has been on backorder.

  **** is releasing 4 wiring harnesses at the end of this month, but we are not sure if one of them is allocated for Tracy Ford.

  ******* ********* Service Advisor has been providing ***** with weekly updates on the status of the repair and backordered parts.

  However, the part is still on backorder, and we do not have an estimated time of arrival (ETA).

  There seems to be some confusion regarding the communication with the customer.

  ******* did not inform them that the part would be arriving within two weeks, which was an oversight.

  Unfortunately, FMC cannot provide a rental vehicle or any financial assistance for the repair, and the customers insurance policy does not cover a rental vehicle.

  Please let me know if you have any questions or need further clarification on any points.

  Regards,

  ******* Luna 

  Customer Relations 

  ************* 

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

  
  

  Customer response

  11/20/2024

  I am rejecting this response because: Unfortunately we were not informed from ******* that the part was on back order from the beginning. ******* gave me the estimate of 2 weeks to receive the part. I called after the 2 weeks were up and thats when he told me that it was on back order.  ******* never mentioned this until 2 weeks after the insurance sent the check. Im not happy with this service and would like **** to help a customer in need. I purchased the vehicle there. Which is why I towed the vehicle back to their service. 
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello-I am needing help with an issue....I have asked for someone to contact me via email for over a week. No one is contacting me. This is getting very irritating. Why isn't someone contacting me?I have a 2021 **** Explorer and it's very slow when switching from drive to reverse. It's like it's not engaging quickly. I called the local **** dealership and they told me it's $225 to diagnose the issue and from there they will determine if it's warranty work or not. My car has ****** miles on it. Nothing should be wrong. I did look this up and it seems to be recall for Explorers from 2020-2022. Why is mine not a part of this? I don't want to take my car down to the dealership and even have it diagnosed if it's not something that's covered. Why would some be covered and some not? This makes no sense. Who can help me with this? I'm sick of trying to reach out and getting no response or care from ****. I have called, chatted and nothing but the information above. No one is reaching back out to me to discuss this. What is the right department? I would like a response back ASAP. Thank you.******************************* ************** ******************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I went down to the dealership to figure out why I still do not have my plates and registration for the car. My paper license plate expired November 2023. Once in the establishment and asked where and why my plates have not been sent out the employer told me that this car has a lien from the previous owner and I am unable to get registration and a license plate. I traded in my 2023 Tesla model three with only **** miles on it for this vehicle and it was paid off. When one of the managers and a DMV representative was called over this is where they disclosed the information on the lien of the vehicle and they have been working on it since May 2023. I had no recollection of any of this happening throughout the whole time I owned this mustang for 5 months. this information was not disclosed to me upon purchase of this car. They failed to notify me of this information, and they did not give me a courtesy notification of this ever happening. Today, 19 January **** I was notified of this problem. I still owe approximately $30,000 on this car. I also put approximately $18,000 worth of parts into this car. Approximately $**** of labor was done at this specific dealership when they could have told me or notified me of this situation. They had multiple opportunities that they couldve notified me and disclose this information to me but their negligence deemed it otherwise. This is causing me a lot of unnecessary stress. They knew about this information before they sold me this car without disclosing this information to me.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  9/23/2023 I took my car in for my normal oil change. They supposedly checked everything, making sure all fluids are good check my brakes and tires. Later that evening after picking up my car my husband noticed that something was dragging underneath my car. It was my oil pan. Then the next day which is Sunday I noticed my tired was wobbling, as if it was going to break off. I took the car back on Monday. Prior to that my car had been there for the transmission, which is under warranty. They said the fixed it but it is still jerking when driving. I told the dealership as the problems I was having and they said they would keep the car and fix it. My 2020 **** expedition was there a week. They fixed the oil pan and the tire but not the transmission, because it was still having a hard time shifting. I took it back to dealership and they told me nothing is wrong with my car. I have never taken my car anywhere else but ****. Now something is grinding when I brake. Which I don't understand because tracy ford maintenance my car. I have tried calling Tracy ford but they keep hanging up on me. My husband tried to call and they do the same thing to him as if they have caller ID. I get my car maintenance regularly and it is still under warranty with the dealer.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a used 2019 ***** Challenger Hellcat from Tracy Ford in December 2022. The car was out of warranty so I purchased a warranty from Tracy Ford. Since purchasing the car I have had to pay for expensive repairs that were not covered under the warranty because the problems were related to after market alterations made by the previous owner(s). The latest problem is with replacing the headlights, which my ***** mechanic told me were also altered. Its going to cost over $4500 to restore the headlights to stock ones. I just paid my ***** mechanic over $7000 to repair the exhaust which had also been modified by the previous owner(s). When I purchased the vehicle from Tracy Ford the salesperson did not disclose that the vehicle had been modified. The salesperson told me that the vehicle only had one previous owner and I later learned that it had several previous owners. When my mom, who traded her car in and paid for the down payment and warranty, contracted Tracy Ford on my behalf, she was told that they sold the vehicle to us as is and that they didnt have to disclose that the vehicle had aftermarket alterations that the warranty we purchased would not cover, Tracy Ford refused to pay for the repairs even though they asked the ***** service advisor to send them detailed information pertaining to the repairs. I want Tracy Ford to reimburse me for my previous and future out of pocket repairs related to the aftermarket alterations that were not disclosed to me because these repairs are not covered by the warranty I purchased from them and had I known that the vehicle had been modified I wouldnt have purchased it. Tracy Ford has all the documentation except for the headlights information that was discovered today when I took the vehicle to my ***** dealership mechanic to have a headlight replaced because it was burned out. It should also be noted that since purchasing the vehicle, I have only taken it to Stockton ***** for maintenance and repairs.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Worst customer service weve encountered. Called ******************** about a transmission issue with our sons car, was told its probably a warrantied transmission part. Brought it to them to fix and were told it was not the warrantied part it was the transmission clutch. $2800 later we pick up the car and its still doing the same thing. we brought it back to Tracy Ford and they said its the warrantied part. After a few weeks of them having the car while waiting on the part to come in we ask for a rental car because we were down a vehicle and having to share. They said yes and sent us to *****. A couple months later were still waiting for that part to come in and the rental gets repod from our driveway. We call **** they say it was an error and to go down and get another one. ***** wont rent to my husband again since it was repod under his name. They rent a new car to me. We only had the second car for a couple of weeks before our car was finally fixed. Fast forward a month and I notice we were charged $1800 by ***** for the first car rental. **** paid part of the charge for the first rental and the entire charge for the second. Called Tracy Ford and got the runaround for weeks. Then was offered $500 At no point in time were we told we would have to pay anything for a rental. We were bamboozled with the initial charge to fix the transmission $2800, and my husband can never rent from ***** ever again because of the repo.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It starts out with me asking if it was new and he says "yes, well its a demo." He tells me it cant be sold until Saturday so i setup looking at it Friday. He calls Friday and says there was a mistake and I need to buy it right now or it will sell. I couldn't go right away he says no problem we will take it to your house. Great I start talking to a finance guy and he mentioned something about used vehicles, which I was confused about, and it starts unfolding that this is used. **** promised not to worry that all these in the past qualify for rebates because no one has applied for them and they have done "extensive research" it making sure that customers can get the tax credits. The delivery guys drop off the vehicle and leave after signing a couple papers one of which is the page allowing me to return it in 5 days for my money back which I was interested in but they guilt you into not getting it. The delivery guys leave the truck at my house and I end up looking at the sales contract. It clearly says used vehicle as well as $1500 tracking system, which doesn't make since because you can track the truck from the app without this addon, and now everyone went home for the day. the next day I see the tax credits only applies to new vehicles so again I call ****. He tells me more bs about how it turns out the other vehicles like the MachE demo always had the rebate but instead it was from **** and for some odd reason it wasn't in my paperwork and he would reach out to his contact and ask where it is. A couple weeks go by so I follow up with **** and he tells me "no response, maybe the guy is on vacation." I call **** I finally get a response that there has never been any rebate from **** that takes place of the tax credit. This has been a terrible experience and he basically ripped me off for 10k. I tried financing through golden 1 because it is 3% cheaper and the finance guy also said "something happened so they cant ever use that bank" Maybe Tracy Ford gets sued a lot.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  El 9/25/22. Fui al consecionario de la **** en tracy **********. Agarrar un auto con ellos y dejar el mio a cambio. El problema es que agarre unas garantias y mi prestamo incremento muchisimo. Y cuando me di cuenta able al concecionario. Para solusionar el problema. Y cancelar las garantias que me avian vendido. Aqui el problema es de que me isieron otro contrato. Y sin mi permiso y sin explicarme nada ************ mi firma. Y tengo entendido que eso es fraude. El prestamo lo tengo de mas de ****** dolares. Cosa que el auto no los vale. E estado tratando de solucionar esto con ellos. Y no e conseguido ***** Ya estoy por perder mi auto en el banco. Y nesecito. Ayuda por favor

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a first time buyer ever for a car and I happen to get in a horrific car accident with my young daughter and needed a vehicle. I found a car of interest at Tracy Ford in July 2022 and **** helped us out. When **** pulled up the car fax we noticed something weird that was mentioned about the backend of the car so we asked was it involved in a accident he replied no it was probably just a scratched paint job they have to report it to get it fixed. On the way home my son being a kid reaches in the back pocket and pulls out like 100 candy wrappers and a used womans mask. Then the car just started creaking for no reason. The steering started to feel wobbly. The air conditioner didnt work it was blowing out extremely hot air no matter what. The breaks were screeching and it just continued to have problems since I had it. I dont commute or anything. Since July I have made several attempt s to reach out via email and phone to have my car looked at but they would say well call you back and never did. My mother in law finally had enough and called and got me in this Wednesday and I arrived at 8:30am told **** my concerns and he immediately says has this car been in a accident? Then comments this car has been here quite a few times. To both I replied not by me this is supposed to be a brand new car. He says well look at it and I say its free right? Because I have warranty and this is the first time Ive brought it in and you guys told me its free. He says if its under warranty well waive the fee so I said ok. Left my car for what was only supposed to be a few hours but dont receive a call until about 5pm and they want to keep my car overnight and may need to order parts and then say they want to charge me because theres a leak somewhere but they dont know where and charge just for looking at it?! Im beyond upset. Not only do I not feel safe with this car because they sold me a lemon but now they have the nerve to try and charge me for their neglect.

*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. ↩