ComplaintsforGerald Ford

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them on March 5, 2024. I put down ***** down payment. I have only had the car for 39 days before the Engine went out on me. I took it to the shop and was told that there was no oil in the engine nowhere I contacted the dealership who told me they had did an oil change on March 1, 2024. To replace the engine, it will cost $15,000 to have it repaired. I believe they sold me a lemon and was aware that this vehicle needed a new engine. *** contacted Dealership numerous times the general manager, **** and was told they were going to help me but now they cant help me. It is unfair to me because I was sold a car that engine went out and I still have a car payment on this car.

  

  Business response

  05/02/2024

    The customer's car was fully serviced and inspected, prior to her purchasing it, on 2/19/24.  The car checked out fine.  The customer then put over 8000 miles on the vehicle in a very short period of time, and the independent repair facility quoted her $8400 for a used engine.  Unfortunately, the customer declined a Extended Warranty at the time of purchase, which would have covered the engine replacement!  The ** of the store has in fact had conversation with the customer, and informed her that there is nothing we can do.  The customer understood

  Customer response

  05/06/2024

   
  Complaint: 21646853
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  PURCHASED A VEHICLE FROM DEALERHIP /SELLER IN AUG 2023. ***** SOUGHT TO PLATE IN *******. DEALERSHIP SAYS IT PAID APPROXIMATELY **** TO ******* FOR LICENSE PLATES BUYER RECEIVED PAPERWORK LATE FROM DEALER THEREFORE HAD TO PLATE IN ********.DEALER HAD BUYER PAY APPROXIMATELY **** TO REIMBURSE IT FOR MONEY IT SAYS IT PAID TO *******. ***** AND SELLER AGREED THAT ONCE ******* REIMBURSED DEALER THAT DEALER WOULD REIMBURSE BUYER. THAT HAS NOT HAPPENED,

  

  Business response

  02/16/2024

    The customer is correct, that we did agree to refund the amount of $4300 when re-imbursed from the ******** ********** of ************** To this date, we have not!  Originally, we were going to title the truck in *******, but the customer lacked the proper creditials to do so; thus the titling in ********.  Attachment #1, dated January 15, ****, is the response from the ********** of ******* as to the titling, from our original filing of August 17, 2023; YES, 5 months later!  This included additional penalties and interest in the amount of almost $640.  Attachment #2 is our response to the ********** of ******* dated January 24, **** from Gerald, disputing the fees and requesting the credit that we are owed.

    We apologize to the customer for the delay, but with the ********** of *******, time is NEVER of the essence.  We hope to have their credit to us sometime in the near future.  If not by the end of the month, we will reimburse the customer so that they do not have to continue to wait.  I called a left a message for the customer this morning to call me, so that I could go through this with him!

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership advertised the 2020 **** Ranger that I purchased at $27,500. They then at the dealership added another $2,500 in fees and an additional $750 in upgrades done to the vehicle that were later not found to be on the vehicle (wheel locks and trim upgrades). The truck was listed as one previous owner and non-smoker. After a couple of days it was evident that the previous owner was a smoker and there are stains and smells that are not coming out and were concealed until noticed 10 days after purchased (stains and burn marks). We were rushed through the process and pressured to close on another truck first and were lied to about the registration fees for plate transfer. They pressured us to buy new plates that we did not ask for. Our trade-in was seen online listed with the same package of upgrades that also were seen not on the vehicle.

  

  Business response

  02/16/2024

    This is actually a complaint against Gerald ******** not Gerald Ford.  We have contacted the customers parents that are local (the son is actually in ********) and they came in last night to remedy the situation.  We are taking ****** out of the truck in question in this complaint, and putting him in another vehicle that they have chosen.  They were very pleased last night when they left, and we will have everything handled as soon as the son is able to get here from ******** to complete the transaction.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/16 dropped off vehicle, air not working. Vehicle purchase came with "lifetime warranty". Gerald Ford declined and or refused to fix the condenser, saying its not part of the engine system. They denied to stand by their "lifetime warranty claim". Whis is not a credible answer to why ?I went through several advisor and/or managers to no avail. They did not stand by their Dealership slogan, which is misleading to customers. I was even told by the ,with witness, they finance manager they if i was to walk out today and my air breaks down...Would it be covered? He said yes, it an unlimted warranty. Bottom line, they lied, and dont stand behind their service.

  

  Business response

  09/21/2023

  Unfortunately, **************** declined to purchase an extended warranty when he purchased the vehicle, which would have covered his current problem. Lifetime Warranty covers the engine and transmission, which is clearly stated in the Lifetime contract **************** signed when he bought his vehicle.  He has a copy of such in his paperwork, or we would be happy to provide for him. We apologize for his inconvenience, and would be happy to help him out with the repair; but no, this is not a Lifetime claim!

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a car thats been not working ever since Ive been bringing it back letting me know and all he doing is turn off the light. I tell him that the light is on. I bring it in and all they do is turn it off theyre not fixing the problem and then when I took it in somewhere else, they would tell me that the trench is going out. DNA Cedarbreaks DNA say all I have all the paperwork.

  

  Business response

  09/06/2023

  We are unaware of this customer and the vehicle in question.  Reached out to the customer and she stated that she did not file the BBB complaint, nor the BBB review.  Said that she would remove both.  Had an appointment for us to look at the car in question yesterday, but got called into work, and has rescheduled for tomorrow morning

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 5 we had our car broke down and displayed transmission fault light and we had the car towed to the Gerald Ford dealership. We were advised on March 6 that the problem was the Transmission Control Module and that it would cost **** to fix. A veteran's discount was applied and we paid 1,087$ to have the Transmission Control Module replaced. We went to pick up the car and pay the cashier on 3/07/23. On the way home, about 10 miles from the dealership the car broke down on the interstate and displayed the exact same transmission fault. We had the car towed back to the dealership the next day. The dealership then told us we needed to pay an additional $900 to have the alternator replaced. None of the documentation we received mentioned any problems with the battery or alternator. In fact, the documentation states that battery passed a load test. Now I am skeptical that any repair work was done at all or that the *** was actually the problem.

  

  Business response

  03/14/2023

  We apologize that the vehicle had to come back to the dealership for a seperate problem.  The original repair was in fact the **** or Transmission Control Module, that had failed.  In the 2 attachments, the Repair Order #1, shows the computer on the vehicle gave the error code of P2872, which shows on the print-out #2 that the P2872 in the clutch A stuck engaged-failed.  As the print-out shows, this was run at 1:26 pm on 3/6/23.  The failed *** was replaced and the vehicle was repaired.  Upon driving the vehicle home, the alternator failed, totally different component, and unrelated to the previous repair.  The reason the same error light came on, was because the failure of the alternator, causing the battery to not charge fast enough thus the voltage output isn't high enough to the ***.  This makes the *** think that the power supply is interupted.  Yes, the *** was the original problem, and yes, it was replaced.  We would be happy to replace the alternator, but at this time, the customer has denied the work.  We would be happy to help.

  Customer response

  03/19/2023

   
  Complaint: 19592387
  
  I am rejecting this response because:I find it incredulous for respondent to suggest that a reputable ************* center would diagnose a faulty TCM, which by their own admission, as stated in their response, is voltage sensitive, charge a customer **** dollars, claim the problem is fixed, and then send the aforementioned customer out on the road, putting their lives and the lives of all the people on the road in jeopardy, by not testing the alternator at any time before doing so.  
  Morevoer,  it defies all logic and reason that a car that was brought in to the service department for a failure to start would not have the alternator tested at some point.  It is much more likely that it was tested and was not the problem as the receipt seems to indicate.     Their response seems like attempt to excuse work that is below basic industry standards combined with an attempt to further ***** a customer who honorably served his country as an Army veteran.    I have no problem paying for adequate work, but I have already paid **** dollars to this service center and my vehicle is still not drivable and now I am being asked to pay another 900 dollars with no assurance that the outcome will be any different.   Unacceptable!
  
  Sincerely,
  
  *************************

  

  Business response

  03/22/2023

    The attachments from the previous response clearly show from the **** tech computer, that the *** did in fact fail!  And clearly, had the alternator been bad, the light would have been on when the customer originally picked up the car, not later.  The vehicle in question has almost ******* miles on it, and we can't see if the alternator was ever replaced; the customer has never been in our dealership before.  Our Service Manager has almost 20 years **** experience, and is extremely knowledgeable.  The suggested accusations are completely ridiculous, and won't even be responded to!  *********** Manager has left numerous voice mails and texts to the customer the last two days, in an effort to help the customer with the cost of the second repair.  We are more that happy to help out, but the customer has not responded!!

  Customer response

  03/28/2023

   
  Complaint: 19592387
  
  I am rejecting this response because:  
  I am rejecting this response because:  The respondent can say whatever he wants regarding his experience.  But it doesn't change the fact that **** dollars was paid as the agreed upon consideration and the car didn't make it to my house from the shop.  I did not want a fight; I just wanted my car fixed.  With that in mind, I will agree to pay for the alternator to be fixed at the shop.   If fixed for the amount quoted, then we part ways amicably.    I am thankful to the BBB for providing a way to resolve this peacefully without expensive litigation.   
  
  Sincerely,
  
  *************************
  Sincerely,
  
  *************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought ***** odyssey 0n 10/25/21 year 2014 and the sales person charge me $ ****************************************** tax $1244.46 and the tax should be 1189.93.So they charge me extra $ 504.53.I was rushed because I had to pickup my children from school.They should not do that, we should trust the people who are working in a big dealership I am shocked from big name like Gerald has someone do that.The customer service was not good because I had to drive to Gerald of ********** to pickup the second car keys.Which is around 20 miles, they should do that.I need someone to Review this issue and give me my money back.I never pay tax on the license plate , Just we pay the license plate fees.They add tax on the license plate.I need my refund.

  

  Business response

  10/26/2021

  *************** did in fact sign the buyers order with the $450 Gerald Protection package which includes wheel locks and door edge guards.  This package is separated out on the Buyers Order.  The taxes are correct and the license plates are not taxed in the state of ********.  The taxable amount is based on the selling price of $16999.39, plus the package of $450, plus the doc fee of $303.60 and state EVR fee of $25.  Total is $17777.99 taxed at 7% which equals $1244.46.  We hope this clears up any questions the customer has, and there will be no refund due.

  Customer response

  10/26/2021

   
  Complaint: 16061265
  
  I am rejecting this response because: I didnt want the 450 package so I need my refund and also you tax it the license plate.

  Can you provide the math behind it.
  The can doesnt have the wheel lock and normally it comes from ***** I have a wheel lock in my MDX.

  I am familiar with the wheel lock.

  i dont want any packages because In realty no package 

  I do not want warranty or package and I want my money back.

  You have tax the license plate and I have the paperwork 
  Sincerely,
  
  *******************

  

  Business response

  10/27/2021

  Upon further research, **************** is correct in that the package was not yet put on the car, and we will cancel and refund him the money, plus tax.  Total of the check request will be $481.50, which is the $450 and tax of $31.50, based on 7% tax rate.  The check will be cut and mailed to his address on ****** Ct.  In regards to the plates being taxed, I showed the math breakdown in the previous response, and the plates are not taxed.  We apologize for the confusion, and appreciate **************** patience to get the situation remedied.  

  Customer response

  10/27/2021

   
  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,
  
  *******************

*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. ↩