ComplaintsforRivertown Ford

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership, making a $1,000 down payment. After the car was paid for in full, they refused to give the title to the financer. From what I could tell, they never had the title. After finding this out, I reported them to **** Corporate for an illegal sale. Corporate forced them to pay off the loan and take the vehicle back. I have been emailing and calling to try and get my down payment returned, but the business is purposely ignoring me. During this time I have been threatened with arrest and the dealership even tried to bait me into coming back to the property on two separate occasions. Not only do I wish to be reimbursed, but I will be demanding the 6 hard inquiries be removed from my credit report.

  

  Business response

  05/21/2024

  I started working at Rivertown **** on *** ** ****.  On ******* ****** ******* ****, I became aware that Mr. ****** had attempted to reach out to the store to voice a concern about a vehicle he purchased **********.  I apologized to Mr. ****** about our failure to get his message as emails and phone extensions were being sorted out as the previous General Manager had transferred to another store.  I told Mr. ****** that I was new but would assist him with his issue and gave him my personal cell phone number to reach out to me directly.  I asked him for a receipt for the work he had to have done on New Years Day to repair the vehicle he'd purchased from us so that I could get him reimbursed the $990.00 he had to spend.  On ******* ****, I received a text from Mr. ****** that his engine was now blowing smoke.  I told him that while the vehicle was sold "AS-IS" with all faults, I would gladly look at his vehicle in our service department free of charge to diagnose the issue.  It was at this time that Mr. ******'s text went from being unhappy to becoming malicious.  The text chain is attached.  It was also around this time that I began to receive repeated calls from an "unknown number" in the middle of the night.
  Mr. ****** was never told that he would be arrested or have the police notified.  Mr. ****** was told that a check was being sent to him (now that we had received the receipt from the previous repair), and that he was not welcome back to the dealership at any point now or in the future.  The issue with Mr. ******'s car deal was that he never produced a ******* driver's license so that we could perfect the lien with **** bank.  Numerous calls were made to him with no response.  We always had the title to the vehicle in house.  We simply could not perfect the lien due to his failure to respond.  **** then reassigned the contract to us as a result, making us the lien holder.  Mr. ****** did not make his February, March, or April car payments totaling over $1,000.00.  We operated in good faith by fully disclosing multiple times that he was purchasing a 98,589 mile police interceptor ******** "AS-IS", we operated in good faith by offering to reimburse him for his out of pocket repairs after the sale, and we operated in good faith by offering to diagnose his engine issue free of charge to determine the next steps.  As you can see in the text chain, he did not reciprocate our good faith efforts.  The vehicle purchased was inspected in ******** ** **** and had brake work, recalls performed, and a full inspection.  There were no codes displayed and the vehicle was road tested.  We have no way to know how the vehicle was treated or driven in the approximate 500 miles Mr. ****** had put on it.  At this point, we do not wish to extended any further goodwill to Mr. ****** and as lien holder on the loan, he owes us for the payments never made.
  
  

  Customer response

  05/21/2024

  
  Complaint: ********
  
  I have in writing where I was threatened with arrest. I never called you in the middle of the night, so pease stop crying about your false allegations. **** told me Rivertown never had the title. After I was threatened with arrest, Rivertown **** asked me to come on the property twice to get the title. At no point was I informed that I need to produce a ******* license. Why would your organization let me purchase a vehicle and leave without the producing a ******* license, if that's required for the legal documentation? That makes no sense just like everything else you've said. I did not receive any calls, voicemails or emails regarding any of this, so you have now lied multiple times. When the owner ******* contacted me, I was told that the loan was paid in full and there is no fault to me at all. I also have this phone call recorded. ******* is a single party consent state, so I'm well within my rights to record anything without your knowledge as long as I'm directly part of the conversation. I do not owe you any money and any attempts to collect from me will wind up in court because that is a lie. 

  
  
  **** ******

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rivertown **** has had my vehicle in for service over 4 times for water infiltrating the cabin and collecting in the spare tire well. They've failed to resolve each time. Given ****'s protocol of engaging a **** Field Service Engineer after the 3rd attempt; with my recent visit, I communicated and expected the service manager to engage the "FSE". They failed to, claiming the issue has been resolved. However it was not. Water is still infiltrating the cabin. I again implored the service manager to engage the **** FSE to which they refused, noting they will contact a vendor they prefer to use. The last time this vendor worked on my car, he left glue all over the rear hatch that had to be removed.

  

  Business response

  04/17/2024

  Mr. ********* has been directed to take his vehicle to another ****/******* dealership for his current concern and any other concerns with any of his vehicle in the future. Rivertown **** will no longer

  service any of Mr. *********** vehicles.

   

   

  Customer response

  04/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: this retailer several times failed to correct an issue and at personal expense, had to clean up after one of their repairs. As well as, take my vehicle 90 minutes away to be serviced and resolve the repair they refused to. This is a great expense to me personally and was enacted punitively due to my BBB complaint. Businesses should not act in such a manner because a consumer sought escalation when a business failed to perform the actions sought by the customer. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is completely unprofessional and unacceptable to have someone's vehicle for nearly 2 months without being repaired nor reasonably accommodated with a loaner vehicle during this time. This has led me to be without a vehicle and incur excessive rental vehicle costs. The lack of accountability and ownership from the General Manager, Service Manager and this dealership should be very alarming, concerning and warrant investigation. I strongly encourage anyone that is experiencing similar situations with this dealership to quickly escalate to BBB, Ford Corporate, Dealer Ownership and Georgia Attorney General's office. Below is list of objective facts as of *****23: ****-23 Contact Rivertown Ford Service Department to schedule appt for oil leak (Repeating issue that I had repaired in 2021 at Ford Rivertown Service Department) and check engine notification for EGR system. Appointment is set for **** @4PM. ****-23 Dropped vehicle off at 4pm with Service Advisor. During this time, I informed the Service Advisor that I will be out of town for 9 days and will need vehicle repaired and/or loaner vehicle provided when I return on *** since this is my only form of transportation. ****-23 2 Days later informed vehicle just got on lift and confirmed upper and lower oil pan leaks. Repeat issue that was repaired from same service department in 2021. Also, a couple of parts of the EGR system would need to be replaced. Advised me they are looking into parts and timing for repair and stated that the vehicle will not be operable until repairs are made. *****23 Contacted by Service Advisor that they are waiting on ETA for completion. ***-23 Informed by Service Advisor that parts are back ordered and working on rental because vehicle is not operable. ****23 Contacted by Service Advisor stating that still working on rental. The advisor also called me to ‘follow up’ and see if ***** had contacted me yet. I informed them they had not. ****23 Informed by Service Advisor that there are no loaners or rentals available to me at the end of day Friday knowing that I needed transportation the following day for work. I was very clear on this when I dropped the vehicle off on ****. I asked to talk to the Service Manager to give him an opportunity to rectify the situation. The service Manager was extremely condescending and asked me where in the Warranty Policy does it state I should be ‘entitled’ to a loaner while my truck is being repaired and hung-up phone on me. Emailed and left voice mail for General Manager. I contacted Ford Corporate and filed a formal complaint which as of *****23 is still open. ****23 General Manager called me. I explained the above timelines to him. I informed him that I had purchased the vehicle new from his dealership and that this is a repeat issue from a previous repair. I explained to him that I expected to be treated respectfully with reasonable timelines, communication and accommodations. GM stated there was nothing he could do and advised/supported me contacting Ford Corporate. ***-23 I emailed the GM to see what communication will look like from his Service Department as I had not heard anything from them since **** No response from GM. ***-23 Receive email from Ford Corporate stating that they have been in contact with Service Department and that parts have been delivered and repairs will be made within 2-3 days. ****-23 Receive phone call from Service Advisor that it may be 2 weeks before repairs will be started. I explained I was told day before from corporate that it would be completed in 2-3 days. Advisor stated that nobody had talked to him and he was told it would be 2 weeks. *****23 Updated by advisor that parts are in and vehicle is in que. I questioned this update as I was told the same thing the week before (****-23) and I am now confused. Advisor stated that is all the information they have and will be working with foreman on repair date. At this point I emailed the GM again this time asking for Rivertown Fords Owners information so that I can share my experience with them as this is completely unacceptable business practices. Additionally, I informed the General Manager that I would be filing a formal complaint with the Better Business Bureau due to their inability to provide reasonable and accurate communication, timelines and accommodation for the situation. *****23 I am informed by Ford Corporate that the parts had been delivered on ***-23. *****23 Contacted by Service Advisor that they are ‘aiming’ for a **** completion.

  

  Business response

  09/06/2023

  Mr. ******* repairs have been completed and his vehicle has been returned to him. 

  Customer response

  09/07/2023

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

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vichicle has been sitting in the service center for a month now. The service center representative is incompetent at best or, worst case scenario, he has integrity issues. I was told two weeks ago that the part to fix my vehicle was out for delivery and was also lied to about a vehicle rental extension. I just think good business is being transparent about what is going on. Bad news does not get better with time, so just be upfront and truthful about the situation.

  

  Business response

  04/27/2023

  There was mis communication between the service advisor and the customer. The customer has been explained that his part is on backorder and has been put in a rental vehicle.

  To my understanding the customer's issue has been resolved.

  Customer response

  04/27/2023

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

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invoice# *******Around *****/23 I brought my 2015 ford ****** un dented into Ford dealership to have my A/C repaired along with purchasing a transmission. I pick my car up from the Ford dealership on ******2023. I paid a total of $6,776.96. I notice a big dent on my driver door that wasn't there when I dropped it off. I advise service adviser kenneth C*** of the dent and ask if Ford will fix the door. After about 2 weeks Ford called and notified me that they will not fix the door. I would like for Ford to either fix my door, pay me the cost it will take to get my door fixed,or I'm willing to take a ford credit to go towards any services,products, at ford for the amount it will take to fix my door. I've bought several vehicles and done a lot of business with this Ford dealership. To be told they will not fix the door or anything is not acceptable. I even ask to review the security cameras to see if we can pin point how the dent got on my door. Ford did say they reviewed the footage and nothing was determined but I would like to review it also. In the Ford system the name may show up as ********* ***** in regards to the 2015 Ford ******. Thanks in advance.

  

  Business response

  05/08/2023

  After reviewing the customers concern when the vehicle was picked up after repairs were complete, we could not find any evidence to support any responsibility from the dealership. The customer's vehicle was dropped off by someone other than himself. After reviewing all video footage there was no signs of impact while the vehicle was at the dealership.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2021 ******************, newly purchased from River town Ford, 33k miles, under warranty. I attempted to pass a vehicle on the interstate & noticed my SUV was not increasing in speed. Weeks later I had it serviced at the dealership & was told it was transmission issue & update was required. 2 weeks ago, I was driving up a slight hill & noticed my car was not increasing in speed. I literally watched the mph decrease 44-43-42-41 & the gas pedal was to the floor. Finally the truck shot off. The gauge (I think PSI) went all the way to the end before returning back to normal. While scheduling the service repair I also inquired about several notifications regarding a recall on my vehicle. @ the time, the tech said they were pending guidance from Ford. The very next day, I received an e-mail from Ford requesting me to schedule a service vehicle to address the recall. Per the email: Please read the letter & schedule the repair w/ your dealer. At your appointment, our dealers will first inspect the battery junction box. If there's damage, they will replace the entire component. If there's no damage, please know that parts are expected later this summer. We'll work w/ you & your dealer to get your repair scheduled as soon as parts become available. If you prefer not to drive your*********** while you are waiting for your repair, we understand. Please inquire about a loaner vehicle when you make your appointment. I called back to the dealership & asked if both repairs could be done simultaneously since I would be dropping my vehicle off on Monday. The tech actually warned against this because a diagnostic hadn't occurred on the primary issue & was limited to a 10 day rental per Ford's policy. I understood, concurred, etc. On the following day, I called for a status update & was told that it could be around Friday, before my vehicle could even be checked. on the phone w/ Ford & was offered to secure my own rental w/ the potential reimbursement.

  

  Business response

  10/10/2022

  Business Response /* (1000, 8, 2022/09/26) */ ******************************************************************************************************** Ford Motor Company has authorized the use of rental vehicles if need when performing the above mentioned recall. However Ford motor Company nor Rivertown Ford can control the availability of rental vehicles from a third party company. If a Ford vehicle rental is available then the customer would be able to get into a rental. If a Ford vehicle rental is not available then of course Rivertown Ford would not be able to assist the customer with a rental vehicle. Rivertown Ford does not have rental vehicles on site.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July *** 2**1 I (****** ***) brought my 2013 **** ***** in for services. After Services the technician failed to secure my passenger rear tire which caused damage to my vehicle while I was driving. I returned to River Town Ford at which time they said "it will take us the weekend to replace the tire". Rivertown Ford provided a rental for ***** at ******** ******** ******** Today ** August **** I (****** ***) received a letter from ***** ****** Agency stating "the charges billed to Rivertown Ford were never paid and that I am now responsible for the full amount within the next 10 days or face collections. I have called the business several times and have been placed on hold.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/10) */ ********************************************************************************************************** Thank you for forwarding the concern. We have completed our review of the ***** accounting error and all open concerns with ***** have been closed, including ***********. i have spoken with Mr *** and notified him that he is good and should have no more issues.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a vehicle from Rivertown Ford dated ********* for $40,000 based on the "reputable" dealership providing HONEST information about the vehicle. I received the vehicle on ********* and upon inspection Sunday ********* after they delivered the vehicle 800 miles from ******* to ************ I found the vehicle was NOT as described. Rust around 2 bolts under the hood, Large scrape on the front bumper, damaged interior trim, damage to the rear spoiler and destroyed factory floor mats. The only damage that was disclosed to me was all four rims had curb rash, which we had addressed prior to taking delivery of the vehicle. The sales consultant promised that there was NO damage to the interior or exterior vehicle exclaiming the vehicle was in perfect condition other than the rims. The existing damage that was not disclosed totals out to over $1,000. I have tried numerous times to contact the General Manager Clay, which will NOT return my call.

  

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/06/03) */ Thank you for forwarding this concern. After speaking with the customer there was some items I feel were missed and should have been disclosed and some items within the scope of normal wear and tear. We are refunding the customer for repairs he will have completed. Thank you!

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drove my vehicle to Rivertown Ford on ******* April *** 2022. When I arrived at the dealership, I asked that the technician run a diagnostic test on my vehicle due to the check engine light being on and the car shifting gears strangely. They stated that I leave the vehicle with them so they could run the proper test. Later that day I received an email with the results from the diagnostic test that stated other issues with the car (brake pads, oil change, brake light replacement, etc) but it did not include the check engine light results. I received a text message from the technician (Mike ******* that stated that the transmission would have to be removed and that it would cost $1320.08 without including any parts or labor and it would cost another $1320.08 to be put it back in. We declined that work online and explained that we would pick up the car on ******** April *** 2022 around 6pm and we would pay for the diagnostic test that was performed ($170.05). This test only included pin point tests and checking external components. The technician replied okay and I thought there would be no issue. On Tuesday, ***** *** 2022, I received a phone call from Mike ****** stating that one of the mechanics removed the transmission cover and found that the clutch actuator lever was jammed in and fell out of place. He stated that the car was no longer drivable. This caused some confusion due to me not authorizing any further work other than a diagnostic test. This is when Mike ****** informed me that I should reach out to **** Customer Service and open a case with them for the issues because he found that in 2019 my car had clutch work done with the same dealership before I purchased the vehicle in. I have reached out to them multiple times with no response or communication. I have also reached out to the dealership multiple times with no communication in return. My father has attempted to reach out to the GM and has yet to get a response. We have received no other options.

  

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/16) */ Part of the initial pin point diagnostics was to remove the transmission actuator motor. After removing the actuator motor that is when the technician found the actuator lever damaged causing the transmission to shift erratically. The technician is not able to get the actuator motor to reinstall due to the damaged lever. The technician also stated that he needed to remove transmission and look internally in the transmission for any further damage. The transmission actuator lever is the cause of failure that we can see at this moment without removing the transmission for further diagnostics

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a **** **** **** the truck had 30inch rim and tires i only driven it one day the tire sensor light was on the tire busted on the interstate i all most had an accident so the truck was tow back to river town ford to re place tire it been there for almost a month i call every day same story its almost time for me to make my first payment and they still have the truck i need answer this problem should have been taking care of

  

  Business response

  08/18/2022

  Business Response /* (1000, 12, 2022/05/13) */ This issue has been resolved. Delay was due to back ordered parts. We were finally! able to secure parts to resolve the issue

*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. ↩