ComplaintsforOntario Auto Ranch

• Initial Complaint

  05/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband ************************* bought a F150 truck from Ontario Auto Ranch on April 12,2024. Salesperson was *********************. When my husband got home, he re-read the contract, and saw he was charged for extra stuff, that she was stating came with the car. Theft registration,brake plus, recover, cilajet, and extended warranty. All which added an extra $6589.50. When I called to speak with *****, I asked her if she went over these extras with ***, and told him how much they were, she said he didnt ask. Is this misrepresentation . Later when she spoke with ***, she said she would cancel the service contract fee of $2999.00, but that the other fees were dealer kick back. And then as we went through papers, noticed that we had a form that said they Owe for a Cilajet interior and exterior. That cost was $998.00. When *** said he didnt want it, she said it was already done. What?? How are we to believe it was done, when we have paper to say otherwise. We have bought over 9 vehicles from **** dealerships, never ever have we been mislead as we have been with this dealership.

  Customer response

  05/08/2024

  I would like a refund for the cilajet.

  Customer response

  05/08/2024

  I would at least expect an apology for the way *********************** misrepresented the options on the vehicle without explaining the additional cost. Very disappointing 

  Business response

  05/28/2024

  Ontario Auto Ranch does apologize for this apparent miscommunication.  I will be reaching out to the customer directly to help resolve this issue.  

  Customer response

  05/31/2024

  Ontario **** never reached out to us.

  Business response

  06/10/2024

  I have called the purchaser, *****.  I have left him a voicemail with my personal cell.  Due to the fact that he is the only person on the contract, I can only discuss the terms of the contract with him legally.  He can call my cell or email me at ****************************************** and I will help him resolve this.

  Thank you,

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

  Sr VP Auto Ranch Group

  Customer response

  06/10/2024

   
  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/22/23 I went to Ontario Auto Ranch because I found a *********************************************** possibly buying. We were told when looking at the vehicle it had been through 125 point inspection & was a pre-certified vehicle with ****** miles on it. After driving the vehicle & checking it out we told the Sales Manager that the vehicle was low on oil and it needed the suspension diagnosed and fixed, because the vehicle was really bouncy and unsafe to drive over 50mph. We agreed that we would purchase the Jeep if they agreed to fix the suspension. The Sales Manager ********************* agreed to have these repairs done. He wrote it on the warranty agreement. We dropped off the Jeep on Thursday 11/30/23 in the evening, because we had a scheduled appointment for Friday 12/1/23 8:30am. We had the understanding the Jeep would be fixed at this time. On Saturday 12/2/23 ********************* called and said the Jeep was ready to be picked up and everything was done shocks were replaced and Cila Jet was applied. We got there to pick it up and the truck hadn't moved and nothing was done to it. We talked to the General Manager we agreed to bring the truck in on 12/15/23 9:00am to get it done. Again the Jeep wasn't repaired, but they did the Cilia Jet, but the vehicle isn't safe due to suspension issues. We went to other place to get the problem fixed only to find out the bumper to bumper warranty the Sales Manager sold us was no good. We told the General Manager to cancel the warranty that was $3509. He said he canceled it I haven't seen a refund to my lender. I contacted the lender and explained my issue they said the dealership needs to make it right. 12/16/23 They agreed to take the Jeep & bring us a loaner vehicle. At 12pm **** shows up at my house with a loaner vehicle & takes my Jeep to Ontario. At 3:45pm **** calls and tells us he sold the loan vehicle, so they need it back. They returned my Jeep again without any repairs. I put $1600 in tires due to badly cupping tires.

  Business response

  12/29/2023

  Ontario Auto Ranch does apologize for the lack of communication and follow through with this customer.   The extended service contract was cancelled for a full refund on 12/15/2023.  To the best of our knowledge, the customer has traded this vehicle in at another dealership.  In the event that the customer still does own the vehicle, ******************** will honor the We Owe that states we would repair the rear shocks.  There was never an agreement to replace the tires as this vehicle was sold preowned.  The cancellation of the extended service contract normally takes approximately 6 - 8 weeks, but in this instance Ontario Auto Ranch will do its best to expedite the refund.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to get ahold of the Ontario Auto Ranch several times. I have been told repeatedly by the service advisors that ****, the service manager would reach out to me with a resolution however it has been over a week and I haven't gotten a response. I had the shop do a simple tire rotation and alignment back in May 2023. I got the truck back with loose upper control arms, they are trying to blame me and say that the truck had hit something. Trying to get ahold of **** back then to get the alignment redone was also a nightmare that took several weeks. When they got the truck back they expressed how they were surprised the truck made it back in without losing the front wheel assembly, a major safety issue. They finally got it back and realigned the truck however ***** miles later, as you can see in the photos, the tires have completely wore on the outer edge. These tires had about ****** miles on them at the time of the alignment. Only the front two tires are wore however in order for the 4 wheel drive to engage correctly, all the tires need to be replaced at the same time to ensure even wear. This was supposed to be a maintenance thing to maximize the life of the tires. I have yet to get a resolution to correct the alignment issues and get replacement tires. I also sent **** and ****, the owners a letter, the same letter attached below describing all the issues I have had with the service department and have yet to get a response. I am looking to have them issue a refund so I can get the alignment done elsewhere, as well as getting all 4 tires replaced at a shop of my choosing with the same tires, issue a refund on an in house warranty they sold me that I will never use because I no longer trust their shop, loss of income as this is a work truck that has had to sit for majority of my peak season due to these issues, and one full truck payment due to the amount of time it has taken to get this resolved. I am looking at over $2000 to properly fix these issues.

  Business response

  07/26/2023

   We apologize that this customer is having these issues.  I just received the certified letter Monday and was going to respond today.  Due to the fact that the vehicle is almost 8 years old and has almost ******* miles on it, we cannot accommodate all of the customers demands.  After carefully reviewing the customer files I will agree to the following, with the understanding that we are under no obligation to do so, but wish to help the customer in some capacity. 

  1.  We will reimburse the $89 for the tire balance

  2.  We can cancel and prorate the extended service contract.  The refund will be based upon time and mileage used.  The is no sales tax paid on an extended service contract purchase, and as the customer agreed to purchase this at the time of sale, no other refund will be issued.

  3.  We will facilitate the purchase of the customer desired tires through any Auto ********************** location only.  The sale price of the tires would be at our internal cost, meaning what ever the tires cost us to purchase would be the price to the customer with no markup.

  4.  At no cost to the customer, we will have one of the other Auto Ranch locations inspect the vehicle, and the vehicle would be returned to the customer with a full tank of fuel.

  The customer can contact me directly at ***************************************** and I have already emailed him as well.

  Customer response

  07/26/2023

   
  Complaint: 20378335

  ****************,

  Thank you for taking the time to respond. I appreciate every effort you are making. After reading your resolution, I keep thinking about the safety aspect and severity of this issue. I do understand that this is a preowned vehicle however it did drive like a brand new vehicle prior to the alignment in May. This vehicle was a hazard to have on the road in the condition it was released from the Ontario Auto Ranch, unfortunately it was released in similar condition twice (as stated in the letter). As I recall, when I sign a document stating that you are promising to correct an issue that is not properly solved, it is considered a breach of contract. Making you obligated to correct the issue with the understanding that I could otherwise pursue legal action although I do not wish to proceed in that direction. All I am wanting is to get the vehicle back to the condition it was in prior to the alignment in May however some of these issues will never be the same such as the loss of time and income.

  Here is my counter.

  1. I will accept the refund of $89 for the tire balance.

  2. I will accept the prorated refund of the service contract which should total $2,123.58
  

  3. As the tires are a direct result of the negligent work performed by the Ontario Auto Ranch, I am requesting the full price of the tires be paid by the Auto Ranch Group. I was attempting to perform routine maintenance to maximize the longevity of the tires. I have received a quote from another shop totaling $1220.00 for the tires that was going to have another 2 years left on them. I do understand that these are a wear and tear item however your shop has dramatically reduced the lifespan of these tires by at least 2 years causing the hardship of the unexpected replacement cost.

  4. As you can see in the letter, this has been over two months in the process to try and get this resolved. I have been waiting for over a week for **** to call me back with a resolution. Due to that time frame, I was no longer able to have a sitting truck so I had another shop correct the alignment issue. The shop did say there was no broken, missing or bent components indicating the truck hadn't hit something however the alignment was way off causing the abnormal wear. I ate the cost of that repair so I am asking for a refund of the initial tire rotation and alignment as the tire rotation is now obsolete and another shop was able to properly correct the alignment issue. 

  5. I will accept the full tank of fuel however I can no longer trust the Auto Ranch Group to perform adequate work as the Mountain Home Auto ranch has replaced a sensor without paint matching it also. 

  6. The sensor issue has not been addressed by the dealers response which was covered under the dealers 3 month, ***** mile bumper to bumper warranty as the sensor failed within 24 hours of the purchase of the vehicle. 

  Sincerely,
  
  *************************

  Customer response

  07/27/2023

  Here are the documents provided by my mechanic for the necessary repairs to correct the alignment as well as the bill. As you can see here, the alignment was extremely out of Ram specs after the Ontario Auto Ranch alignment was performed. After he corrected these issues they are once again within the Ram ************ range. On the bill sheet, you can see that he also checked for worn, broken, missing or loose components to try and find evidence to support the accusations that the truck had hit something to cause the alignment issues. After being fully inspected and corrected by this mechanic, there is no evidence to support such claims.

  Business response

  08/22/2023

  This complaint has been resolved between the customer and our business.  Thank you.

  Customer response

  08/24/2023

   
  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

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was looking to purchase a 2021 Ford Bronco SUV. Due to demand, it was difficult to find any available for purchase right away. Ontario Auto Ranch offered me a Demonstration Bronco, in which I could put down a deposit to then purchase it 6 months later. I inquired multiple times with the dealership representative that in the case I wanted to cancel the hold, was the deposit refundable. The representative confirmed yes multiple times which i have in writing. When i did decide to cancel the hold, they then said the deposit was non-refundable. Timeline is below: September 30th: The dealership representative confirmed availability of a Demo Bronco that could be purchased 6 months later. This is also the same day that he confirmed deposit was $1,500 and was refundable. He sent the deposit form which noted that deposits were non-refundable. I pushed him again and asked if they were in fact refundable. He confirmed this was a special circumstance due to the 6 month delivery window and they could refund if needed. I signed the deposit form which is noted at the bottom that the deposit is refundable. He sent the receipt for the $1500 charged deposit. October 29th: I reached out to representative to cancel my hold and asked for refund. November 2nd: Representative finally responded and said he would talk to finance to process refund. November 4th: I inquired about the status of my refund with no response. November 5th: Representative said they would refund it "this afternoon" and it would take 7-10 days to go back to my account. November 12th: Representative emails saying that the General Manager will not refund the deposit.

  Business response

  12/09/2021

  We apologize for the confusion.  Please understand that in todays market, vehicles are being sold at record velocity.  This being the case, we do require deposits in order to hold vehicles.  These deposits are always non refundable, thus the non refundable for that we require customers to sign.  This being said, after reviewing the documents, our employee did state to the customer that this deposit could be refundable.  Therefore, I will authorize that the customers deposit be refunded right away.  We apologize for any confusion or frustration that this has caused.

  Customer response

  12/09/2021

   
  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

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021 we purchased a GMC Terrain from the Ontario Auto Ranch **** in Ontario ****** for our pregnant daughter. We purchased the extended warranty a we were told that it was a Bumper to Bumper warranty that covered everything except **** and tare. We were good with that. The week after she took the car in because it was blowing tons of white smoke upon starting it. She was told that they drove it and they could find nothing. However the mileage was exactly the same when she picked it up as when she dropped it off. So they did not test drive it, they never even moved it from the parking spot. She called and complained to the service department and was told that they would call her back with an answer as to why this was. Not one call to this day. In August our daughter, her boyfriend, her one month old son traveled to ********** to visit relatives. The heater became stuck on high heat, she called as she was told to do and did not get any response, so she went to a shop had it repaired paid for the repairs and came home to Idaho. Once again called to complain, with no response. In October the car would just be dead for no reason, and then be fine. Took it in, and they told her it was loose battery terminals and tried to charge her $160 to clean and tighten them. Well that did not happen because I pointed out to them that it doesn't cost that much for a ************************************************************************************************** not since it is not covered in their Bumper to Bumper Warranty. We were also lied to about how the Bumper to Bumper Warranty works by the sales team. We have bought 3 vehicles from them in the past two years, and were planning on purchasing at least 2 more in the next 6 months, that will not be happening now, because of their total lack of customer service, lack of honesty, and total disdain for customers after the sale.

  Business response

  11/15/2021

  First, I would like apologize for our lack of communication.  This is not the way we go about handling our valued customers.  I do appreciate this being brought to my attention, as it is impossible to fix what I do not know is broken.  We will take this as a training opportunity to ensure that this does not happen in the future.  We appreciate your business, and I would like to take this opportunity to have the customer contact me personally to find a common point of resolution.  

  Thank you

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

  Sr ********************* Ranch Group

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

*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. ↩