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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On November 24, 2023 I bought a vehicle from them that they claimed to be in good condition, however after 5 months of having the vehicle it is now showing a check engine light. I took to a shop which quoted me $5,500 to fix it. I called the dealership about it and when the salesman answered he hung up. I recently found the original owners documents showing that they had similar issues with the vehicle back in 2021. It has also come to my attention that I am not the only customer that has bought a bad vehicle from this company. The way it seems to me is that when they acquired the vehicle they fixed it just enough for the light to go off, then decide to put it back on the market. I am seeking to either get rid of this vehicle for something similar, with no history of needed repairs or for them to fix this vehicle at no cost since they sold it knowing it had transmission issues.
Business response
05/17/2024
********************** purchased an over ******* mile vehicle with no warranty. ********************** signed the "as is" forms. There has been some correspondence with the sales team. We have offered to trade him out of the vehicle.
Sincerely,
*****************************
Customer response
05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*********************************
Initial Complaint
07/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our **** Explorer had a problem with the ** and we dropped it off at Don Hinds Ford. *************************** called my wife with the estimate, and said our water pump was also leaking, and indicated on the estimate that it was an immediate repair and would cost $3300. I called ***** and left a voicemail with the name and phone number for our warranty. ***** never called the warranty company and did not return my call. He repaired the ** then told my wife it would be $379. Had he called the warranty company it would have cost us $100. He never mentioned the water pump, and did not repair it, even though it was an immediate need. Now the warranty company may not reimburse us because the repair was not authorized, and we still have a leaking water pump. I called Marq, the service supervisor, its been 4 days and he hasnt returned my call.Business response
08/23/2023
After further review, I have asked my team to reach out to the customer.Customer response
09/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Regarding this complaint, it has not been resolved. I left two voicemails for Don ********************** and they have not returned any of my calls.
Regards,
*****************Business response
09/25/2023
I have been notified the customer has been in contact with the service manager. No communication through the BBB is necessary. If there are any questions please email me. Thank you.
*****************************
Initial Complaint
11/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The dealership ran an advertisement saying something along the lines of order a new car through us in the month of October and when it comes in we will give you $3,000 over book for your trade. Book value based upon KBB fair trade in value minus vehicle condition and mileage. Trade value based upon visual vehicle appraisal at time of vehicle delivery. The car I was trading in was valued at most places around $1,000-$1,500. Upon showing up with the car they presented me with an offer of $1200 total. I was able to get them up to $2,000 for trade in. It was pretty obvious that they were trying to get out of the advertisement since $1200 and $2000 are significantly less than even the $3000 over trade theyd said theyd give me .Attached is the advertisement. It is either false or extremely extremely misleading. I talked to a salesman there that I had been working with and he was not looking forward to selling cars to the rest of the people that bought because of this advertisement. Seemed to him like he understood where I was coming from.Business response
11/29/2022
******************,
I apologize for the confusion. I do not know how you saw this post. **** post expired 10/31/2021. The advertisement expired over a year ago and not valid for November 2022. Thank you.
*****************************
Customer response
12/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not believe the general manager understood the complaint or the advertisement based off his response. The advertisement was posted via Don Hinds Ford ******** on 10/7/21 essentially saying *summarizing here* custom order your car from us and when your order arrives we will give you $3,000 over book for your trade it went on to say offer valid towards custom orders place on new **** vehicle, expires 10/31I placed my order prior to the expiration date of 10/31, thus taking advantage of the promotion/advertisement. Based on the advertisement I shouldve been given $3,000 over book for my trade when the vehicle came in. This was not the case, as I received an offer of $1200 TOTAL. Again I got them up to $2,000, however its easy to see why I filed the complaint as thats not anywhere near honoring the advertisement.
Regards,
***********************Business response
12/26/2022
****************** and I have come to agreement. Don Hinds Ford will send him an extra $1,000 for the trade in question. Both parties have agreed this to be fair.Customer response
12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************
Initial Complaint
01/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
i ordered a Mach E back in October 2021, and i cancelled the order in december because i moved to ********** from indiana, i sent an email to the dealer to cancel my order and to please send my refund in check to my california address because the account i used to make the deposit had been closed, long story short they told me they refunded my deposit of $1500 back to the card i used, i waited two weeks and then i called the bank to inquire about the refund, and I was told that the refund was rejected due to the account been closed, so I emailed the dealer named ***************************** and he said he was going to find out what happened, anyway four weeks later all have been getting from him is that he called **** several times and he's waiting for their response, on four different occasions have sent him emails requesting the best **** contact and department to call for tangible resolution but every single time I asked he gives me some excuse like he's waiting for their response, I believe he's hasn't done anything and am not sure if they are trying to hold on to my deposit. i am tired of waiting and getting unresolving emails from him.Business response
03/29/2022
I refunded the deposit to **************** credit card on December 17, 2021. We communicated to ************** of this matter several times. I believe the case is closed.
********************************
General Manager
Don Hinds Ford
**************
Customer response
03/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***************************
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.