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:04/22/2024

  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 had an oil change done at the Gillespie Ford in ******, ********. About 21 days later after the service the drain plug fell out causing the engine to seize and stop working. The dealership representatives are saying I need to pay for the new engine and 25 procent of the labor needed to install the new engine.It's been weeks now and the situation is not yet resolved. I believe the dealership is responsible for the faulty labor and should cover all expenses associated with the repair.

  

  Business Response

  Date: 05/13/2024

  Unfortunately,  ************************** vehicle with ******* miles on it needs an engine.   Even though we have no prior service history with Mr. ********* and in the interest of customer satisfaction, we offered to help ********************** with a portion of the cost of the repair.  He refused.  We are in no way responsible for his engine reaching an end of life scenario.  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21609993
  
  I am rejecting this response because:

   

  My vehicle was in a perfectly working condition prior to getting an oil change done at the Gillespie Ford in ******, **. Within 3 weeks of the oil change the oil drain plug fell out causing the oil to escape onto the road while the vehicle was moving and causing the engine to seize and thus permanently fail.

   

  My vehicle was in a perfectly good working condition prior to visiting the Gillespie Ford dealer for an oil change.

  The mileage on the vehicle has nothing to do with the faulty workmanship represented here by the oil change tech employed by Gillespie. I feel that something that belongs to me was taken away from me as I am left without a working vehicle and missed days of work because of it. 

  Communication with the dealership staff has been poor at best to say the least.The dealer represented by the ** ***************** wants me to pay for a new engine and $1500 for an engine installation, which I find unacceptable. Gillespie needs to take responsibility for it's fault here. 

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

  

  Business Response

  Date: 05/16/2024

  Per our communications, we are towing the vehicle back to **********************.   

• Initial Complaint

  Date:08/16/2023

  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.

  Bought a car, didnt get the warranty however ******** law requires that every car dealer provide a 15-day used car warranty to buyers of used cars purchased in the state. Havent had my car no longer than a week, *** the sales manager didnt honor this law, he was also rude about it and also ***. This dealership ship sells lemons. I had to get my car fixed for $500. The oil leak wasnt the only problem with that was wrong with the car. I drove almost 2 hours away to get this car from where I live at.

  

  Business Response

  Date: 09/01/2023

  The ******** law requires that the buyer give the seller the opportunity to repair the vehicle.  The buyer failed to give the opportunity, therefore his claim is not made in good faith.  Furthermore, the buyer states that he had a repair performed yet to date the buyer has yet to produce any evidence that a power train component was repaired or that its nonconformity substantially impaired the use and market value of the vehicle.    

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20480399
  
  I am rejecting this response because:
  They flat out told me I should have got the warranty. I even have the representative text who sold me the car, the text said they couldnt repair the vehicle. The same week I bought it. 
  plz check the image to see text thread
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/07/2023

  A non powertrain component is not warrantable.  The engine and transmission major components were not faulty.  

• Initial Complaint

  Date:07/06/2023

  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.

  We purchased a 2016 **** F350 from Gillespie Ford in 2017. The truck is *********** & is only used to tow our boat. It has only ****** miles. ********* as we were pulling our boat, the truck would go into limp mode. We brought the truck back to Gillespie to see what the problem was on 6/5/2023. We had to bring it back here because this is where we purchased the warranty. On 6/8 they called and told us our turbo needed to be replaced & they needed to call the warranty *** to make sure it's covered. They said it should only take a couple weeks so we declined a loaner car at that time. 6/17 the inspector finally came to inspect the turbo. 6/23 we recv'd a call from the service manager *******, (HORRIBLY rude and condescending) saying the replacement turbo **** sent was defective & now our whole engine needs to be replaced. Obviously, we were very upset by this. After hearing their story, we believe this was a mechanic mistake & not a faulty turbo. My husband worked on diesel engines before & said there is almost no way metal parts could have broken off and got into the engine. The mechanic more than likely didn't have the parts greased properly. They now offered 2 diff small trucks to drive. We told them they are not the same type of ********** need one to pull a 14k pound boat. They were unhelpful as usual. We had boat trips planned that we had to cancel. ***** texted 6/26 (had my husband's name wrong). Said they are seeing what the extent of the damage is by tearing it down & seeing if they can get a bigger truck to pull our boat. We said NO tear down, we were told a WHOLE NEW ENGINE. **w they are trying to piece meal the engine w/only 14k miles! ** reply from ***** until 6/30. ** reply from ******* for 2 weeks. ** return calls from the Owner, GM or Dealer Principle - NONE. 7/6 now & NO UPDATES. We want a total replacement *********** NOT to show up on any carfax or other vehicle reports. Or they can purchase the truck from us at its value that we agree on.

  

  Business Response

  Date: 07/31/2023

  We have approval from **** to replace the engine.  We are awaiting the replacement engine from **** and will install it as soon as possible.   

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20280734
  
  I am rejecting this response because:

  I'd like to give an update as of 8/3. The Dealer has been assisting us with contacting ***** **** did agree to replace the whole engine and we are waiting for it to arrive. It's been 8 weeks without a comparable truck to drive and pull our boat with. We've also been making 2 months of truck payments without a comparable truck to replace it with while we wait. 

  We spoke to **** yesterday to request a buyout. The reason for this is because being a 2016 F350 with only ***** miles on it having to have a new engine put in, would in our opinion, devalue the truck from the value it was brought into the dealership as. We would have to disclose the new engine to any future buyer. A new buyer wouldn't care if it was a part issue or a faulty engine issue, it's a new engine on a truck with ***** miles. ***** we have concerns with driving this truck after the new engine is put in because we don't have confidence in the capabilities of the mechanic. A new engine requires all painted bolts to be removed, all fluids to be drained, brake lines disconnected, radiator removed, turbo removed, fuel hoses removed, electrical components unplugged, etc. and the whole body of the cab is removed. We don't feel confident that this will be put back together properly and feel the truck will require non-stop work and will potentially be unsafe to drive. 

  The buyout request was submitted yesterday and we're waiting for a buyout amount. We hope the buyout amount reflects the value of the truck BEFORE this happened. I'll provide an update when received. 

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

  

  Business Response

  Date: 08/16/2023

  We have been communicating with the owner of the vehicle and have requested assistance from Ford.  We are awaiting a response. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20280734
  
  I am rejecting this response because: We feel the Dealership has not been working with **** on behalf of their customers (**). Random updates via text message are what we get. A ridiculous offer was made by **** last night and the dealership has still done nothing to fight for us. Given the situation, they should be stepping up and helping us get a buyout of our car. If they have we know nothing about it. What we are asking for is something that any customer would be asking for. ********************** and its owner should be reaching out and helping us resolve this with **** IF it's true the issue was caused by ****'s "faulty" part. We left our truck in the hands of Gillespie Ford and ultimately, they should be responsible for what happens to the truck when it is handed over to them. Why isn't Gillespie working for us? Why have we not been called by the owner? Why are we not given some kind of compensation for 3 months of truck/insurance/permit payments? Why don't they help us get this resolved in a manner that would makes sense for us given the truck was in the posession when this happened?? 

  And after almost 3 months, we still don't have a comparable car to drive (we will be ******* for 3 MONTHS next Friday). We were offered a **** Ranger in it's place. It CANNOT pull a boat. We were told theyw ill try to find something more comparable and never did. 
  

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

• Initial Complaint

  Date:03/20/2023

  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.

  Date: 3/20/2023 - 1PM time slot.I registered via **** Pass to service my vehicle with all the necessary identifiers. The local **** dealership required more than what was necessary to register for this 1pm at the time of the service appointment. I stated all my details of registration were input per the **** Pass and that I believed many questions were unnecessary if the service registration did not request this prior to the appointment. I believe they were trying to suggest me giving them my license or identification which I believed was unnecessary. I mean I answered all their questions that I was the 1pm slot and I agreed to service the vehicle but they tried to scam the driver by stating that they can pull their vehicle into **************** but then they simply asked more unnecessary questions. This is a scam to allow this unprofessional behavior to continue to allow them to gain an advantage to allow you to enter their shop believing you are fully registered and eventually they kick you out.I parked my car outside the dealership service center to verify that I am indeed that 1pm time slot. I believe many concerns were unnecessary and they did not provide any paperwork that I needed to sign to register. I asked for the manager because they were trying to hint something like I needed to give them my identification or Drivers License. I requested the manager but I was scammed to enter their vehicle shop as if I was fully registered for service. I was coming in for a free inspection and I was improperly turned down because they likely did not recognize what a free inspection is underneath the vehicle and that they improperly told me to enter **************** with vehicle as if I was registered and ready for service. It is a scam of the dealership to put the driver in ***** way and I believe this unprofessional behavior should not exist at a dealership shop. I should be told to park my vehicle outside and when fully registered that the mechanic will take keys

  

  Business Response

  Date: 03/20/2023

  When you came into our service area you refused to give you name and would only give your first and last *********************** is our policy that we know the first and last name of the vehicle's owner as well as the address and contact info.  It isnt too much to ask however you refused.   No problem.   Best of luck to you getting your vehicle serviced.  

  Customer Answer

  Date: 03/20/2023

  Complaint:19625347
  
  I am rejecting this response because:

  
  The private dealership is unaware of the service appointment provided as such the **** Pass App provides all the details required to schedule the appointment.This **** dealership is playing games as to require more than what is necessary because I scheduled the 1pm appointment as to confirm who I am per the 1pm appointment and that there was no confusion to who I was because the representative stated that I am indeed the 1pm appointment and that I should bring the vehicle into the shop for inspection - such they recognized my full name per their computer system and I agreed to that I am that person who scheduled the 1pm. If they did not know who I was then they should have not told the customer to drive into the shop to have their car serviced and should have immediately provided a manager to resolve any concerns before they tell the customer to bring the vehicle into the shop for service. I believe this is part of their false advertising to use **** Pass as to scam the customer with unnecessary concerns at the private dealership such to scam the customer to bring the vehicle into the shop and make the customer at risk of damaging their shop or etc as to add unnecessary risk to the customer. False advertising should be recognized and that when I was in the shop speaking to the manager that the manager did not allow me to ask appropriate questions and that I was eventually going to provide my address verbally but ultimately they played their game of scamming the customer to enter **************** and force the customer to leave. 

  
  Of course the false advertising is that they can service your vehicle per the **** pass app but of course I came in for a free inspection per the **** Pass which a free inspection should take less than 5 minutes rather than a detailed diagnostic evaluation. Some dealership do provide this and they should have provided that **** does not provide any free inspections and only inspects as part of a deal.Of course since I was there I would have purchased an item like a air filter replacement and also a free inspection but ultimately I was forced out of the shop for asking questions about the registration process and that they did not provide forms to fill out such they only verified verbally - I instructed the customer service lady to provide me the screen tablet so I can personally fill this necessary information out which the rep declined allowing this. If they did require a new customer to fill out forms then I do not believe there would be any cause for concern because then I would have filled out the forms myself and that they would trying to scam the customer verbally when I walked into the shop myself and when I entered the service area with my vehicle which they requested this of me to bring my vehicle in. I feel scammed and their verbal conflict is to scam the customer where I requested to fill out the forms myself but they refused to allow me to fill out the form almost like they were trying to scam me to provide them my drivers license which should have not been required of myself. 

  
  I believe to resolve any customer woes of new registration that the dealership should have presented forms for the customer to fill out. I believe if they do not provide forms and only do verbal registration that they are simply scamming the customer to blame the customer. I do not think verbal registration should have been complicated and that all of my information was already listed per my registration on the **** Pass Application and that the customer service rep had all of this information prior to the appointment which I confirmed that I was the 1pm appointment. If they had a conflict with this scheduled appointment as a new registration that they should have called my phone number listed and explained that they needed more information before I come to the shop and drop-off my vehicle. I was not allowed to select the option to wait in the dealership or service center as such they failed to allow the customer proper understandings and try to put unnecessary pressure on the customer as to create unnecessary conflict to the customer for this quick-shop appointment rather than a full diagnostic inspection scheduled appointment which is different at this **** dealership. 

  
  I do not accept their response because their simple response is why they do not have appropriate customer service at this shop as a concern for all **** dealership quick-shops. Private dealerships are different so if forms can be provided then this should have been resolved and that they should have serviced my vehicle. Such they should never tell the customer to drive their car into their shop if their mechanic is not going to service the vehicle which is part of their false advertising and false registration process.

  
  False advertising deception with **** Quick Service Shops as to allow availability at any time of the day which was scheduled days-in-advance rather than comparing to a **** diagnostic service which ultimately takes longer or days-longer than quick service shops. **** has two types of service centers and the quick-shop is a form of deception to bring in your car and ultimately one can be forced out without service if you have never been at the shop before as a new customer concern. Dealerships could be far and the manager was unprofessional as to con the new customer into the shop and then force the vehicle out of the shop with the opening and closing of the garage doors. 
  
  Sincerely,
  
  *********************************
  
  

   

  
  
  
  
  
  

  

  Business Response

  Date: 03/21/2023

  ******,

  We suggest you go to the dealer where you purchased your vehicle.  Good Luck to you.   

   

   

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19625347
  
  I am rejecting this response because:

  I recognize my vehicle won't be properly serviced by this dealership and that a BBB complaint is necessary due to my previous messages recognizing a conflict for a new customer. I won't be utilizing the **** Pass for scheduling any more quick-services because the **** HQ and *********** private dealership are different entities. The private dealer won't recognize these conflicts but I did file a complaint to **** HQ. It was supposed to be a simple free underneath-the-car inspection but I recognize the marketing flaws and difference of private dealer service shops. 

  I am no longer seeking services from this shop. Thanks.

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

• Initial Complaint

  Date:03/10/2023

  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.

  ********************* was great. The dealership didnt bother to service the vehicle that I purchased with new tires or better ones. The tires were worn down so badly that the car drove loudly. Then quoted they me a bill of $871 for 3 new tires because the 4th tire was new. Just a weird experience. The wiper blades were old as well. Only having the car for a week Ive already spend over $500 get these things replaced. Oh if you get an extended warranty, it does not start until after 30 days of purchase. I've called and emailed the Sales Manager and General Manager regarding issues with the vehicle and finance paperwork however I haven't received a response.

  

  Business Response

  Date: 03/14/2023

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

  The last time you called in ***************** requested that you send an email with the details of the costs on the wiper blades and other items.  We never received the details as requested.   As you stated the tires sounded loud to you, however, they were safe and the option at the time of purchase was given to you to purchase three new tires and you refused.   If you would like a further explanation and review of your contracts we are available to review during business hours.  Please send the bill for the wiper blades and we will review it and reimburse you appropriately as we informed you previously.  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19580528
  
  I am rejecting this response because:

   

  My ****** review that you're referring to never was addressed. ************************* responded to the review and I emailed him but never got a response. The last time that I spoke with *****************, he sent me an email on (2/3)) regarding the financial documents that was missing from the *** drive that *********************** provided me. This USB drive did not work and the file would not open. I followed up with a call to him about other documents that were missing but I never heard back from. *** never stated that I should provide him with a receipt for the wiper blazes however I can do so. I've called the general manager ***************** about a month ago but never received a call back. Now the tires that were on the vehicle old and pretty bad. 3 of the tires were warn out to the point that when driving there was a loud sound and the steering wheel ***** badly and the car didn't feel safe. You would think that a dealership of your caliber would provide new or new-used tires instead of what was already on the car. I definitely denied the quote because the buyer shouldn't have to pay $900 for 3 new tires on a 2020 vehicle. Clearly no maintenance was done on the car. Lastly, the financial side of things, ****** provide me with a *** drive that did not open. I had to drive all the way back to your location from ******* because ****** was experiencing computer issues. Now I have 2 different contracts that state different pricing for the vehicle. The retail purchase agreement ****** emailed me (1/9) shows $29,294.87 and it wasn't until ***************** emailed me (2/3) the retail installment contract that I notice that total sale price of the vehicle is $35,379.00. I was not given this during the process because if so I would not have moved forward with this vehicle. It makes no sense to pay for a 2020 vehicle at $35,379.00. Lastly, there seems to be an electrical issue with radio/speakers because the drive side goes in and out. 

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

  

  Business Response

  Date: 03/27/2023

  ************,
  The last time you called in ***************** requested that you send an email with the details of the costs on the wiper blades and other items.  We never received the details as requested.   As you stated the tires sounded loud to you, however, they were safe and the option at the time of purchase was given to you to purchase three new tires and you refused.   If you would like a further explanation and review of your contracts we are available to review during business hours.  Please send the bill for the wiper blades and we will review it and reimburse you appropriately as we informed you previously. 

   

  Our offer still stands please send us the information and we will review and reimburse appropriately.  

  Customer Answer

  Date: 03/28/2023

   
  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.

   

  Again *** never mentioned to send him anything regarding the receipt for windshield wiper blazes. I reached out to him regarding the missing paperwork that was not provided. As there is missing documents that I signed and/or initialed.  Who am I reaching out to for the reimbursement as well as to discuss the fianc charges? You haven't provided me with persons to speak to or contact information. If my voicemail was returned by the general manager maybe this could've been taken care sooner. I'm not interested in playing phone tag. Better yet why can't someone from your establishment give me a call or email to setup a time, so that we can move forward discussing the issues?

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

• Initial Complaint

  Date:10/03/2022

  Type:Order 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.

  in July 2020 was aprroved for a loan on a car loan at gillespie ford I later on found out that Gillespie ford used paperwork from a voided contract that i had in may. the loan detailed a mics fee of ************************************************************************************ may. I have contracted them serveral time and was given the run around. I asked them to refund the money back to the loan agent which is ************ I also contacted *********** about the issue and they stated that **** will have to return the money back to them. I had this service and im being billed for something i never sign for.

  

  Business Response

  Date: 10/10/2022

  ***************************** purchased a 2013 ****** Altima with Paint and Interior protection know as "treatment".   She signed for it and has enjoyed the benefits of it since her purchase.  She was given copies of this multiple times.   There is no refund available to her as this product is not cancelable or refundable.  Attached is the bill of sale that itemizes her purchases.