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Business Profile

New Car Dealers

Bob Thomas Ford West

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

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  • Initial Complaint

    01/16/2025

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    My car is under repair at this facility for a factory recall. The dealership told me that I would get a rental car code by around Monday. Its now Thursday afternoon and I still havent gotten a rental car code and Im stuck without transportation. *** also had to call the business for every update throughout the process and have never received a call from them.

    Business response

    01/28/2025

    Sorry for the delay in this response. ***** **** is no longer a contact here at Bob Thomas Ford. We were able to finally get a loaner for ****** with Fords help. The reason it took so long to get a car was an error on ***** end when adding a customer, which we required help from Ford.  We were able to get him into an extended loaner while his vehicle is being repaired on 1/17/25. Our team will keep in communication with ****** once the parts arrive and repair is ready to be started. It may take a couple of months due to parts delay. 

     

    Best regards,

    ***** ****** 

     

  • Initial Complaint

    05/11/2023

    Complaint Type:
    Billing Issues
    Status:
    Answered
    Date of service 5/11/19. We took our Lincoln ************* to get an additional key cut and programmed, as well as getting the keypad code for keyless entry. I was very specific about what we needed, I was told it would be approximately $70 total. That sounded accurate since we recently took our Lincoln Town Car for the same service. We needed an additional key and the key programmed, as well as the keyless entry code in for the same thing. We went to this location because they actually had the key in stock, versus the first **** dealership I called. My husband goes to check out, and the bill is $137 and change. That's nearly double the original estimate. I was offered an apology for the miscommunication. There was no miscommunication, this is outright lying and going beyond the original estimate. We will never go back to this location for any service on our vehicles. Not a good way to get repeat service.

    Business response

    06/13/2023

    We will definitely make this right with ***************************. I will generate a credit today and reach out to her. ***********************

  • Initial Complaint

    05/05/2023

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    On Jan 24th 2023 we dropped our vehicle off to be serviced to repair all current recalls. Was informed that these were all taken care of after picking up the vehicle. Today on 5/5/23 my wifes breaks went out on her vehicle, a result to a faulty recall that was supposed to be fixed in ******* at this location. My wife drives on the highway everyday to work and thankfully this happened while she was on her lunch break going ************************************************ this vehicle 8 hours prior to this happening on the highway. This could have been CATASTROPHIC. Called Bob Thomas Ford and they apologized and said all they could do was offer a fair vehicle assessment for a trade in. They explained the service manager that serviced my vehicle in ******* was his first day on the job and thats why it was missed. This could've killed all of ** and they aren't even trying to make it right.

    Business response

    06/13/2023

    We are looking for a specific vehicle for **************** at this time. We have full intentions of taking his vehicle in on trade for another. I am currently working with our GM on this matter. We will be in touch once we find the desired vehicle and or outright purchase his without a trade at a agreed price. 

  • Initial Complaint

    03/06/2023

    Complaint Type:
    Product Issues
    Status:
    Unanswered
    a refund nneds to be made if the repairs to my vehicle are not completed

  • Initial Complaint

    11/15/2022

    Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    I used the *** Thomas body shop to repair my vehicle after an accident. They installed new parts and repainted the passenger side door and fender. The paint work was very poor quality and had multiple spots that were not good. They then repainted it for a second time. Damaged the rear door in the process and attempted to give me the vehicle with bare metal showing and said it was acceptable they repainted it for a third time and told me it was the last time they would repaint it. This paint job had the least amount of imperfections but is still very low quality and has some very obvious flaws including bad orange peel that I was told would go away. It does not I asked other shops. Once I got home from the shop I noticed my seat belt was broken. I called same day and not even an hour after picking up. Sent pictures. Finally had to call back next day to hear what would be done. I was then told nothing. So my truck now has a bad paint job down one side and a broken seat belt. I am just wanting it fixed right and for the truck to be in the same condition I dropped it off in. 2 months ago while they fixed it. They also left grease on my center console but that wasnt too hard to clean up.

  • Initial Complaint

    06/01/2022

    Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    Purchased a vehicle in September 2021, from the dealer. In the deal, per verbal and written documentation, an oil leak, dvd screen and a passenger tail light would be fixed, replaced. Upon signing the loan paperwork, all the above items were fixed or repaired EXCEPT the passenger taillight. The salesman and loan writer said and wrote a we owe you stating the passenger tail light was to be ordered and replaced. Loan person said, we are and honest dealer we will make sure we get this for you. Upon completion we were given a 2 week time frame for the ordering and receiving of the taillight. 2 weeks exactly when I called to schedule the repair and discussed. The manager claimed to have no knowledge. The salesman faulting the part department for the delay. After calling and texting the dealership weekly. We have got no tail light. No call back of an estimated time. We have stopped in person, and are told our salesman is away or unavailable to help us. The part and service department has never returned my numerous messages. We still have yet to receive a tail light or any updated any information for the dealer.

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BBB Rating & Accreditation

A-

This business is not BBB Accredited

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Years in Business: 31

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

320 W Coliseum Blvd

Fort Wayne, IN 46805

Visit Website
(260) 482-4228

Customer Complaints Summary

6 total complaints in the last 3 years.

1 complaints closed in the last 12 months.

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