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:03/21/2023

  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 bought a used car in December 2022. It had the 3 months, 3000 mile warranty and it broke down on a Sunday. I had to have it fixed because I had to go to work on the next day. I took the invoice to them since it was under the 3 month warranty. I dropped it off and no one responded and wouldn't even acknowledge me. I feel that they should pay for the parts since it broke down.

  Business Response

  Date: 03/21/2023

  The complaint here is with the warranty terms, not the dealership. As outlined in the warranty agreement, a warranty claim must be submitted by the repairing dealership and approval must be granted in advance by the warranty admin prior to the repair. Unfortunately the policy does not reimburse for repairs after the fact and they have to be done at a dealer that has ASE certified technicians and accepts the policy (most shops do participate). This is standard of most automotive warranties offered in dealerships across the country. 
  
  
  We unfortunately are not able to offer a refund here or make payment outside of the warranty terms. 
  
  For future reference the vehicle can be dropped off at the dealership as early as 7:30AM and with an appointment we are often times able to offer a loaner vehicle while your vehicle is undergoing repairs. We apologize for any inconvenience. 
  

• Initial Complaint

  Date:10/25/2022

  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 car from this business in 2017, I was under the impression that my car only had 17 miles on it. at least thats what the odometer read. being my first car purchase i couldn’t have been happier. fast forward 5 years and what i think is 100k miles later i get a check engine light. cool no big deal, this is something i expected. after having the catalytic converter as well as the oxygen sensors, purge valve as well as the solenoid changed the light has not gone off. This led me to do a little further digging which brought me to a self test you can run on the vehicle by holding the ok button while you turn the ignition to the on position. My “ Normal” Odometer reads 103700 miles, but there is another odometer i discovered which has odometer xxx,xxx miles rollcnt (hex)00 my odometer on this screen reads 166971. this is quite the difference in comparison to the normally displayed 103700. so either my cars computer malfunctioned a long time ago or i was sold a used car with over 60,000 miles advertised as brand new. which if i am not mistaken, is highly illegal.

  Business Response

  Date: 11/08/2022

  **********
  As we have responded to your complaint previously on other forums:
  
  The rollcnt/ hex screen you are describing reflects mileage converted into Kilometers. Thats where the variance comes from.
  The vehicle you purchased from us was represented accurately. This being the case we would not be able to facilitate your request for refund.
  If the vehicle no longer suits you for any reason we are more than happy to facilitate a trade and trade in values are very strong right now!
  ***** ****
  

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 27 Aug, my wife and I dropped off our Ford Edge SEL because the sunroof no longer closes. We chose this dealership as we purchased this vehicle from Jack Schmidt Ford and we are a returning customer. We absorbed $600 in car rental fees as the dealership "looked" at the sunroof. We were informed by the Service Tech that they were unable to close the window and it would require a total replacement of all the mechanisms, $11,000 estimate. We coordinated a pickup date of Saturday, July 2. When we arrived, we were informed that the Services Dept was closed and the salespersons did not have access to return our vehicle as coordinated. We incurred additional car rental fees. We returned to pick up our vehicle on July 5. We were charged $80 for looking at the window. We took the vehicle to get a second opinion at ********** **** in O'Fallon IL. After 5 min of looking at the roof, they shut the sunroof manually for much less than what i was charged for the quote. I contacted Jack Schmidt Ford to request a refund of the $80. I was sent to 3 different voicemails and was told a manger would contact me when I asked to speak to anybody. This business cost me $600 in unnecessary car rental fees and on top of that, charged me for a quote. I request a refund of the $80 the services dept. charged me to do NOTHING.

  Business Response

  Date: 07/20/2022

  We are very sorry for Mr. ******* issue with the Ford Edge. It is worth noting that this vehicle is a 2011 model that was purchased here new over 11 years ago and now has approaching 200,000 miles on it. I don’t say that to offend Mr. ****** or anyone. It is a very nice vehicle. I just think it’s important to provide the context for anyone reading this that the vehicle was upwards in years and mileage and that this vehicle is well beyond the warranty period. 
  
  
  Malfunctions and repairs are never fun. Especially one like this where a moonroof assembly with a cost of almost $9,000 in parts fails. It is one of the most expensive things possible that can break on a vehicle. 
  
  
  We were also very respectful and understanding of Mr. ******* decision not to make the investment in the vehicle. It’s probably the right decision with the age and miles. 
  
  
  I have reviewed this case with my team. My service manager, advisor, and the technician who looked at the vehicle. The request in was to provide an estimate to “repair” the moonroof, not to simply to jam it shut. Closing the roof would require force that could damage other components and further compromise the integrity of the vehicle. Had Mr. ****** insisted and authorized or requested that we force it shut, we could have accommodated him with that request. 
  
  
  The vehicle is out of warranty and no rental reimbursement coverage or alternate transportation could be provided through warranty. 
  
  
  The $80 was a diagnostic fee for the service of diagnosing the issue and writing up an estimate for repair. It takes trained technicians some time to look at the vehicle and gather a list of parts and costs necessary for the repair as well as to determine how much time to bill for the repair. 
  
  
  We understand that this is frustrating. 
  
  
  We understand that it isn’t a happy occasion when things break. 
  
  
  When this happens the best thing we can do is to have our technicians inspect, replicate the concern, diagnose and provide an up front estimate. All of which were done here.  If the client chooses to move forward, our job is to provide quality parts, workmanship and get the vehicle fixed right the first time.  Mr. ****** did not wish to move forward with the repairs and we understand that 100%. 
  
  
  I am not sure who the Saturday pickup was coordinated with, but our Service Department does not have operating hours on Saturday and for liability and legal reasons sales associates cannot return, release, etc. vehicles to customers when a repair order is still open. This is posted on our website, on our doors, and at the workstations where our service advisors work. 
  
  
  Unfortunately we do not feel it is appropriate, nor are we willing to refund Mr. ****** here as our company did perform a service in diagnosing the vehicle, and those costs are posted and discussed prior to leaving the vehicle with us.