Business Profile
New Car Dealers
Pinnacle Ford LincolnThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in New Car Dealers.
Complaints
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/06/2024
Type:Product IssuesStatus:UnansweredMore 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 moved to Florida from Kentucky and was told the maintenance plan I purchased was only good at their location so I sent in a form and pic of my odometer to get a refund. That was over ninety days ago, no refund. I also recently paid off my vehicle and wanted to cancel my gap insurance. I have been leaving messages and emails for over a month without a call back or response. Obviously the longer it takes to cancel gap, the less the amount is. This makes the third issue with this dealership. I would never purchase from them again.Initial Complaint
Date:09/03/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
This incident occurred on May 25, 2024. My Ford reward points were mistakenly used for another customer. I contacted Ford and spoke with two representatives, ******* *** ***. While ******* was initially helpful, the issue remains unresolved. I have yet to receive my 40,000 reward points back. Despite calling and sending multiple emails, I haven’t received any response. I'm now taking every necessary step to address this matter. The RO # provided by Ford when they found the purchase, which was made in Kentucky while I'm located in Michigan, is *********Initial Complaint
Date:07/15/2024
Type:Sales and Advertising IssuesStatus: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 vehicle from Pinnacle Ford, I was taken for a ride. They essentially sold me a junk car for 50k plus. I have all the warranties as well. The vehicle has been nothing but issues from the start, I understand why they want to sell it so bad and why they told me to get all the warranties. On top of that I had to do all the work to get my title and lisc plate. I honestly do not know where to turn. But my advice to anyone is not purchase a vehicle from Pinnacle Ford. They are a joke and a fraud.Business Response
Date: 07/15/2024
*** **** purchased a 2021 Ford Expedition with 66,000 miles on it 11/2023. It appears that he also purchased and extended warranty. My suggestion would be to bring it into an authorized Ford dealer for repairs.Initial Complaint
Date:06/28/2024
Type:Service or Repair IssuesStatus: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.
Wed June 19. Brought my truck in for a safety recall for a 2nd time and while truck was in their care it was scratched on the driver door. I brought it to the service advisors attention as paperwork was almost complete and he rubs his fingers all over the scratch and surrounding area rubbing the dust and dirt into the scratch. The service manager ***** ***** was shown and he said he would take care of it. He drove it to the body shop on site and not even 10 minutes later he comes back and tells me they told him that it looks to be an old scratch and previously filled in. I argued it wasn't and asked Tommy the service MGR if they took photos before and he said yes. I asked to see them and he agrees. Only to find out they never took any photos. He checked cameras and didn't have access to them. I talked to Jared (GM) and he says he will make it right. The next day he tells me he is cutting a check for 200. I detail cleaned my truck and sent him a photo. I take it to my local body shop and was quoted over 1500. I emailed Jared the quote and He said that his shop on site says they can do it for 249 so he is good for no more than 250. I asked what the process was to be so much diff and he says not sure. I told him i want my truck back to the condition it was in before i brought it there. And i knew that 249 at the shop on site was going to offer a fill in only with a marker. And i wanted it done the professional way as it should be its a brand new r Truck. I get a 2nd quote of over 1300 and he stops replying to my texts and email. I purchased 2 brand new vehicle last June of over 100k and this is how he treats his customers. My truck was in excellent condition before I brought it in and his dealership scratched my truck. I want him to do the right thing and repair my truck the Correct way. The GM ***** ******** is careless about my truck and the service department as well for scratching my truck. The truck has 1 scratch on the body now caused by this dealership.Business Response
Date: 06/28/2024
We offered an allowance to repair the "scratch" not knowing it we caused the scratch or it was done prior. I asked him to get a few quotes and we would go from there. He then brought up the fact that he was going to get an attorney and I said that was fine. I am still willing to goodwill this but he was texting me several times a day asking for an update. Again, I am fine repairing or he can retain an attorney.Customer Answer
Date: 06/28/2024
Complaint: ********
I am rejecting this response because: the $250 you "offered" is not what it costs to fix the scratch that you guys have caused. You have video of my vehicle in your care. And you would be able to clearly see that a service associate of yours was hanging into my door through the window while the door was open. ***** ***** told me you took pictures before so I could prove so and then I'm told you guys didn't take the pictures after I requested to look at them. I have no reason to lie about the scratch. But these quotes are far more than what you are willing to cover. The scratch needs to be fixed and back to its original condition and in doing so the quotes I have sent Over via email are what it is going to cost. Not 249 dollars. I shouldn't have to pay anything for a scratch you guys have done to my truck. I've sent 2 quotes to you taking time out of my day, my life schedule in hopes that you would make this right and you ignore my last few texts and refused to acknowledge the 2nd quote. So yes I am going to text and look for a resolution. Also I said I am willing to get to an attorney after not hearing anything back from you. It's been 9 days and you are dragging your feet on a solution.
Sincerely,
***** ******Initial Complaint
Date:06/26/2024
Type:Product IssuesStatus: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 sent paperwork in to cancel an extended warranty on May 6, 2024. As of June 6,2024 the warranty was still active. I called multiple times leaving messages and was finally able to reach someone. I was told on June 13,2024 a check would be mailed to me on June 14, 2024 in the amount of $1340.63. As of June 26, 2024 I have not received this check. I've called several times since June 21, 2024 to confirm it was mailed and have been told I'll call you back. I've left messages with ***** ***** (the GM) and ***** ***** the gentlemen that informed me the check would be mailed on June 14, 2024.Business Response
Date: 06/26/2024
This has been resolved.Customer Answer
Date: 06/26/2024
Complaint: ********
I am rejecting this response because:
I have not received a refund and based on my conversation with ******* ****** the Controller at 9:25 cst this morning she isn’t sure when I will be issued a check. I left another message for ***** ****** after ******* and I spoke. He has not returned my call. I’ve called Hudson Automotive Group corporate office for assistance as well.
Sincerely,
***** *******Business Response
Date: 06/26/2024
This will be our final response to this customer. He willingly purchased an extended warranty and wants to now cancel which is fine. These things take time to process and I personally just signed a refund check that will go out in tomorrow's mail. This case has been resolved, closed, and this matter is completely closed.Initial Complaint
Date:05/20/2024
Type:Service or Repair IssuesStatus: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.
Friday, May 10th 2024 I took my Ford Fusion into Pinnacle Ford to simply get my battery replaced. I get a call from ********* ***** near the end of the day telling me the battery has been replaced, but also my rear brake pads and brake rotors had been replaced. I did not ask, need, want, and most importantly, did not give authorization prior to these services being performed. A simple battery replacement escalated into a $750 bill at the end of the day, which I had to pay as they would not let me take the car without. There was no reason for them to be looking at anything else in the first place. The battery is in the front of the car, the brakes replaced were in the rear. Services not approved should not be my responsibility. I took my car to **** ****** **** 5 months prior to this visit and it passed all inspections. I received no such thing from Pinnacle Ford aside from an expensive bill of unnecessary services that were not approved by me. Customer services has reached out and has also been contacted multiple times. Every time I am told a manager will contact me to fix the problem and each day that passes without someone at Pinnacle Ford not owning up to ripping off good customers my doubt grows. I also mentioned I had taken my car to **** ****** not too long before this and the brakes and rotors, everything, had passed inspection. That is when ********* informed me that **** ****** **** had lied to me. From there I had a bad feeling, and it only got worse from there.Business Response
Date: 05/20/2024
Customer authorized work to be done. This matter is closed.Customer Answer
Date: 05/20/2024
Complaint: ********
I am rejecting this response because: I did not authorize brake pads and rotors to be replaced. There are no signed documents stating that I authorized said services. I’m happy to pay for the battery that I needed. I want the $500 refunded for the brake pads and rotors placed on my car. When requesting service it states only the battery needed to be replaced. No inspections, nothing else. They should have replaced the battery and that’s it. There was no reason to be looking at any other part of my car aside from the battery. I would like the $500 refunded as I will no longer return to this joke of a dealership who takes advantages of customers.
Sincerely,
******* *****Initial Complaint
Date:05/06/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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 April 26th I took my 2022 F150 in for service at Pinnacle Ford. I feel like I was lied to and ripped off. I took my truck in for the "works package" service that includes tire rotation. I also had them plug a tire for me that had a nail in it. I get home and I noticed the the rim on my passenger side front, that has a big scratch on it was still in the same location on my truck. So I went to look for the plugged tire on my passenger side rear, but the plugged tire wad still on my my drivers side front. To me, that makes it obvious that they did not rotate my tires. They charge $30.00 more than a local competitor for this package them do not do everything they charge for. My question is what else did they NOT do. They price match the competitors price, but are telling me that is the cost of the tire rotation, so that should be good enough. I disagree. The price i paide was to include a tire rotation, but that did not happen. This is what gives auto garages a bad name. This is very dishonest and wrong!Initial Complaint
Date:03/26/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my Ford Focus into the service department in December to have the tcm programmed. We received a phone telling us their computer could not communicate with the tcm they also stated there was nothing else they could do. We still had to pay over 200$ for nothing to be diagnosed and nothing to be fixed. We took it to a totally different location not associated with ford and they where immediately able to program the tcm but informed us that they transmission was bad. If Ford actually diagnose the vehicle they would have noticed that the transmission was bad. Which leads me to believe I paid over 200$ for them not to even diagnose it. I would like refund. I have spoken with this company numerous times in regards to this issue and have not got a response.Business Response
Date: 03/26/2024
We assess all customers with a diagnostic fee and they are non-refundable.Initial Complaint
Date:02/27/2024
Type:Service or Repair IssuesStatus: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 used 2016 Ford F-150 from Pinnacle through ****** *** *****. Before we signed the paperwork, we noticed an issue with the transmission. ****** assured us that the vehicle is covered under a "peace of mind warranty" for up to $2500.00 and even in a worst case scenario (full transmission replacement) we would be out no more than just over $1000.00. We went through with the purchase because we trusted that they would stand by their word(we had also purchased a $65,000.00 vehicle at the same time with the intent of buying more). After diagnosing the truck they say the transmission repair(not even a full transmission replacement) will be be around $5800.00 and the "peace of mind warranty" is void. They clearly knew there was an issue with this truck(it was on their lot for 4 months) when it was sold and now the business wants to take no accountability.Business Response
Date: 02/27/2024
This customer purchased an "AS-IS" vehicle and the peace of mind warranty covers $2500 of the total repair. I will gladly forward a copy of the signed documents that were executed by the customer. We consider this case closed as he exited the building calling us ***** ******Customer Answer
Date: 02/28/2024
Complaint: ********
I am rejecting this response because: They have done nothing to resolve the issue. They did not disclose the issue with the transmission when I signed the paperwork and ****** said the repairs would be close to $3,500.00 (worst case scenario for a full transmission replacement). They have had my truck for almost three weeks and provided almost no communication through out the process. No repairs have been completed.
Sincerely,
****** *****Initial Complaint
Date:01/29/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transaction happened 12/25/2023 I purchased a 2014 Chevy Cruze with 100,400ish miles on it. The vehicle started having mechanical issues less than 30 days after the purchase of the vehicle. The mechanic says it will cost over 4 thousand dollars for the repair. After reaching out to the dealership they said there is nothing they could do because I didn’t purchase the 4000 dollar 35 thousand mile warranty which is 40% of the cost of the car and multiple staff memebers of the dealership said they wouldn’t have bought the warranty. I have video proof of the staff memebers also saying that they would make it right, which they have yet to do. I have already spent 240$ for the diagnostic on the vehicle. I would either like for the dealership to repair the vehicle for free and return the 240$ I spent in the diagnostic and give me a rental for the time it takes to repair, or buy it back from me for the exact amount that I purchased it for which is 13,128.94 after taxes and registration. The dealership sold me a lemon that didn’t even last 30 days. The vehicle was my only transportation and I might lose my job because I have to keep calling out.Business Response
Date: 01/29/2024
Customer purchased a used vehicle "AS-IS" that was out of warranty and declined the extended warranty when offered.
Pinnacle Ford Lincoln is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.