ComplaintsforPaducah Ford Inc

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vehicle was towed to facility on 07/09/2024 due to the car not cranking after stopping for gas. Facility stated they told me that they were booked out ,however I dont recall being told that and they still took in the vehicle under those circumstances. Due to me traveling to ATL and having reservations made there, I couldn't wait in KY for the vehicle to be finished, so I the vehicle was left at the facility. The facility took in the vehicle and began running diagnostics to determine the issue the same day it was towed in. I was grateful for this. from 07/9/24 through 7/17/2024 there were text messages being exchanged between the mechanic and I checking up on the vehicle and I was not told that a decision was made on the issue. It was not until I notified the dealership that I will be having the car towed back to the state I live in (KS) that they had a diagnosis for me on the vehicle (needs new pcm). Upon asking for a breakdown of what was done I was constantly being texted. I even called the facility trying to get a quote and they took a whole day to tell me what I owed. After calling the facility to get a quote I was told they will call me back. Then I was texted 4 hours later the balance of $392.09 for what they're labelling as labor when I didn't give my consent to do anything but run tests to find the issue, and wasn't even made aware of what the issue was until I brought up towing it from the facility. They also sent the the diagnosis test 189.95 which isn't on the picture sent via text. It appears I'm being charged for labor that was not performed and even the diagnosis fee that is in fact what I need to pay isn't no where on the receipt. I just find their whole way of doing business as shady, unorthodox, and unprofessional.

  Business response

  07/22/2024

  *** ******* had been traveling and had a mechanical breakdown.  We informed her that we were several weeks until availability for an appt but would try to help her out as much as possible.  After working her in ahead of other customers and spending 2 hours diagnosis time we discovered someone had been working on this vehicle and had left many components undone or not fastened completely and properly back in place.  We gave a preliminary estimate. *** ******* declined repair.  We reassembled vehicle and she was only charged the 2 hours that we had invested in the vehicle.

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never informed regarding what was found during the diagnosis regarding what was previously messed up or not done correctly. I also was not informed of what the estimate for the repair of the diagnosis was going to be only how much it'll be for the 2 hours of diagnosis. Mazda corporate office was contacted on today to see what can be done regarding the PCM failing for the 2nd time and they state that once the vehicle is at the facility that will fix what was found, they will then open up a ticket to have the cost of repair funded on my behalf. The diagnosis is a flat fee however the report sent of what I owe shows I owe $319.90 for labor. Im not understanding what labor was done. In my original complaint I wasn't given a report or a diagnosis at all until I stated I was towing the car to my current city. It appears a diagnosis was done and labor might've been started without me giving me consent to proceed, and now I'm being asked to compensate for that. 
  Sincerely,
  
  ****** *******

  Business response

  07/23/2024

  We spent 2 hours on diagnosis.  Customer declined estimate of repair.

  Customer response

  07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I’d  have to actually be notified about the diagnosis (issue) and the cost it’ll take to repair and for any parts. This was never told to me and is no where on the report. Prior to me stating I will have the car towed to KS, I was never given any estimate, diagnosis outcome or anything. Which is shown in the texts. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2014 Chevy truck from Paducah Ford in April 2024. I immediately started having computer issues with it. In June it broke down when I was out of town and I was forced to leave it there. Upon having towed to a transmission mechanic I was told the transmission needed to be replaced. After only having this vehicle for under two months and getting a loan through trust bank for 23,000 the fact that they won’t do anything to resolve this matter is unacceptable. It should be illeagal.

  Business response

  07/23/2024

  ** ******* purchased a 2014 Chevy silverado with 99.568 miles on the odometer on April 24th of 2024.  About 2 months after purchase he informed us that he was in Tennessee and the vehicle had been towed to a repair shop in Tennessee and they informed him he needed a transmission replaced.  Unfortunately Mr. Puckett had owned the vehicle for about 2 months and driven roughly 5,000 miles since purchase.  The truck was sold as-is and *** ******* did not purchase an extended warranty.  So after a few months and 5,ooo miles there is no coverage on the vehicle for repair.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Nissan pathfinder from paducah Ford on 1/12/2024. I have issues since the very next day with this vehicle. I've been going back and forth with the salesman which is now no longer employed there. And now with *** the owner and every time I've went there he makes me feel stupid. I have taken the vehicle to a couple other places to get a second opinion just to see and they said that there was something wrong with it. Now that the car is to the point it's not drivable. They are trying to make it my fault instead of there's. On top of the issues with it. They also charged me more than what it was listed at. Online it said 17,900 and when I went back to look for my warranty papers I saw where they charged me 19,995. When I said something to *** about it. He said there was nothing that could be done now. Since the salesman doesn't work there anymore.

  Business response

  07/08/2024

  Hello we received an email with an update on this case but when logging in it says no response needed at this time.  I am emailing to make sure I do not need to respond any differently than our earlier response which states that this vehicle has never been found to have any diagnosable concerns.  Vehicle had been inspected several times with no issue found.  Within a few days of finding no concern the customer brought the vehicle with less than a quart of oil present.  There was no evidence of any leak or burning of oil.  Someone drained the oil and brought it with less than 1 quart to our facility.  We refilled oil and vehicle operated as designed.  We informed customer that draining oil and driving with less than a quart may have caused serious damage to engine and any following concerns would be customers responsibility.

   

  Thank You,

  *** *********

  Paducah Ford

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They tried to fix my car for my insurance they told insurance it was only going to cost 11k to fix my truck. It's getting into 20k and the truck still is not fix. I am a mechanic and they didn't fix the broken rack and pinion, missing bumper clips, headlights parts falling out, hood was bent and had to take back for replacement, In seriousness the rack and opinion could of killed my family if failed. I had it fix for 5k and my cruise control keeps coming off and on due to sensor in front. They try to bandaid things so they can get the bid from the insurance jobs. Sad place never take your vehicles here

  Business response

  03/04/2024

  *** ****** had collision damage repaired last year.  His insurance carrier progressive inspected and was satisfied with the work performed.  *** ****** has since developed mechanical concerns that are unrelated to his collision repair.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my car to Paducah ford to have the recalls fixed. They called me 3 days later and said that they broke a different part on my car and that it will take 5 weeks to get delivered because it is on back order. My pregnant girlfriend drives the car and they told me that they will not provide a loner car or help me get transportation In any way. All I’m asking for is a loner vehicle because my girlfriend is going to be giving birth to our child any day now. Also I’m continuing to pay $410 a month in insurance on a car that Paducah ford broke.

  Business response

  10/03/2023

  *** ******* brought in his 2013 Ford Fusion with over 100,000 miles on this vehicle for a recall to calibrate the brakes.  The piece broke of in the calibration machine do to age and wear and tear of the vehicle, we are not responsible for damage. ****** was able to get Ford motor company to cover the broken piece but it is on back order.  We have no loaner vehicles available.

  Thank you,

  ***** *********  

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  the car has less than 100k miles. I did not break the part. Paducah ford did. They sent us home with a car that had faulty breaks. The break pedal goes all the way to the floor. Therefore if the breaks fail I fell Paducah ford is responsible for the outcome. 
  
  Sincerely,
  
  ******* *******

  Business response

  10/03/2023

  The vehicle has 95664 miles on it and the part is on backorder. .  No loaner is available. 

  Thank you,

  ***** ********* 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter moved from Excelsior Springs, Missouri to Knoxville, Tennessee on March 10, 2023. While driving, her car broke down on the highway outside of Paducah, Kentucky. It was towed to the nearest dealership, Paducah Ford Lincoln Mazda. It has now sat at Paducah Ford Lincoln Mazda for over three and a half months, waiting to be fixed under a recall by Ford. The service department states that they have checked the entire United States and the part is on emergency back order...for three and a half months. They will not give her a loaner car, even though it s covered by Ford. When we track down the parts they need, nope, they must come directly from Ford to be covered. The entire time, my daughter still must make her car payments for a car that she cannot drive.

  Business response

  06/29/2023

  This vehicle has 127,267 miles on the odometer.  It is a 2011.  We lobbied for the customer to get the repair covered by Ford Motor company because it is out of warranty.  The part is on back order and not available.  Ford is not paying and will not pay for a rental.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The morning of April 9th, Easter morning, my husband was traveling through Kentucky on his way to a job in Tennessee. He struck a deer at about 2 a.m. He was able to drive to nearby fueling station where his truck, a Ford F350 was towed to Paducah Ford. They drove our vehicle into their shop and washed it not looking to make sure the cover was on the case that holds the wiring harness. As a result, they fried the wiring harness. They called and notified my husband of the issue. We weren't concerned until ******* in the service department told the insurance company that the lid was missing. ******* went out of his way to make sure that the insurance and warranty wouldn't cover this issue. Everyone at this dealership was unpleasant, but that's not the issue. The issue is that this business destroyed the almost $7,000 wiring harness on our vehicle, and are telling us we are financially responsible. I've never heard of a business being able to destroy someone's property and not being accountable for it!

  Business response

  05/26/2023

  Once we received the intake forms for repair and inspect auth we proceeded with collision damage inspection, we were unable to fully complete the estimate at that time for all body damage consideration due to the state of the vehicle exterior being completely filthy and covered in ash/dust, at this time before any disassembly work was performed we performed a hand wash with standard soap and water of the exterior surfaces of the vehicle only as that was all we needed cleaned to inspect, once that was complete we proceeded with disassembly and removed damaged components for damage analysis and collision estimate, that was complete on 4-11 and sent to insurance with pre-repair diagnostics showing IPC, ACM, BCM, and PSCM codes present.  At this point we contacted the customer and found that he had work performed at another dealership to replace the engine J-Box, upon inspection of that particular part we noted that the cover was missing.  Customer stated that he had been having problems with battery drain, vehicle not turning off when the key was turned off and had been having to disconnect the battery to turn the truck off. We received authorization from the customer to diagnose the condition following FMC TSB 22-2443 which directed complete inspection of the J-Box and connectors, at that time we found that the Jbox and engine harness were severely corroded from water intrusion. 
  We did report our findings to the customers insurance as well given the nature of the finding, customers insurance declined coverage after review of the photos and documentation sent as the missing cover in their opinion was not loss related.  Customer authorized the engine harness quoted at $5130.28 on 5-2 we completed the harness repairs on 5-18 with a final bill of $5110.69.
  
  
  
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Made the mistake of allowing ******* **** to run my credit instead of going through my personal bank like I usually do. I ended up with 13 hard inquiries over 2 days. After I told them I did not wish to purchase the vehicle because the interest rate was to high. They single handedly lowered my credit score by 26 points in 2 days.

  Business response

  10/17/2022

  Mr. ******* gave ******* **** approval to run his credit and pursue a loan approval for a vehicle purchase.  We did not due any process that was not within what was authorized by customer.
   
  Thank you,
   
  ******* ****
  

  
  

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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. Please respond here ONLY]
  
  Regards,
  
  ****** *******

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was involved in an accident and was towed to Paducah Ford on 5/11/2022 they were paid by my insurance to replace the motor and an abundance of other things like degreasing the underside of the car. We were called 40 days after they got the car and said it was ready, we went to pick it up and the ac didn’t work and there is an awful noise coming from the engine bay. There is oil all over the bottom of the car there are zip ties and rubber hoses used as a spacer to keep a/c lines from rubbing each other and also there are pieces of the splash guard missing. When we went to pick it up for the second time it was still making the noise but the a/c was fixed but it was still making the noises. The third time we went to pick it up in July the dealership told us that we would have to pay or insurance will have to pay for more diagnosis after they made repairs. This was a $13k job and they butchered it not to mention having the car for over 2 months. We would really just like to have our car back the way it was before this Ford dealership got ahold of it.

  Business response

  08/01/2022

  In response to id# ********         
   
  The vehicle referenced had been involved in an accident.  Insurance company directed repairs to be performed.  Vehicle had extensive pre-existing damage that was unrelated to accident.  Insurance would not pay to do any repair outside the scope of the accident.  Customer did not wish to pay for any additional repair.
  

  
  

  Customer response

  08/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** *******

  there was no damage to the vehicle before the accident and ford did a shade tree job when repairing it. There are multiple flaws and things that were done that would not be acceptable to anyone. I bought the car in 2020 and there was zero issue. Now it rattles from the motor they installed, there are zip ties holding air conditioner lines apart. The ac line caps were missing the battery was dead and there is still an abundance of oil (from the accident) under the car on the frame and body. Insurance paid them to clean all that up and they did not. We had that car towed to this dealership from 5 hours away thinking we would keep our business local and this is their reply. I just want my car to be fixed the way it was before they took on the job. It had ZERO issues whatsoever. They I feel like they scammed us and i want it right. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Paducah Ford 9/20 not even a week later I noticed the motor was going out I went back in told them my problem they told me they would have to put it on the machine to determine whether or not it’s the problem a few days later they tell me it’s not the motor it’s something else so I tell them go head and fix it glad it’s not the motor they fix the problem they thought was it test drove my car and ended up blowing my motor they hit me with they can replace the motor and give me a 3 year warranty I would just have to pay $1000 even though it blew in their care got my car fixed a day before thanksgiving 2020 skip to now 4/22 my motor blows again I take it back to them because of the warranty showed I was getting the proper maintenance on the car and everything I was approved to get the part my part takes a month to get in once my piece is in I’m getting calls stating I have other different problems that I have never had before my car went in I agreed because they are telling me this is going to fix my car I’m calling leaving messages asking is my car something they can fix I’m getting nothing just for them to finally call me and tell me even though we got all these parts we can not fix your car we don’t have the proper equipment I need to take it somewhere else when they replaced the motor the first time I have been without my car I purchased from them for 3 months now I am beyond frustrated because they don’t care about the customers whatsoever they will do anything to get a dollar out of you just to not fix a thing they are selling cars their service team has no experience on but will put them under your hood and will try anything until it’s too late

  Paducah Ford has had my car since the middle of April because my engine blew once again an engine that had to be replaced by them because they blew it the first time I came to them a second time because of the warranty I got with them a cheap one at that my part has came in and it has been nothing but problem after problem since the new part came it’s problems that I have never had a problem with before telling me I need to purchase all these new parts to get my car running just to tell me a few days later they can not fix my car I need to take it somewhere else when this dealership is who I purchased the car from I am being over charged for something they could never fix in the first place

  Business response

  08/09/2022

  In response to complaint with id **********

   

  Ms* ****** purchased a vehicle almost 3 years ago.  There were repairs performed on that vehicle that were provided with a limited warranty.  Recently Ms* ****** had concerns with the operation of the car that we found have coverage under the limited warranty provided by the company that sourced the part originally.  That repair has been performed and complete in accordance with the limited warranty coverage.  Ms. ******* automobile has other mechanical concerns unrelated to the original repair and without any extended coverage or warranty.  She has yet to inform us if she would like to go forward with any other repairs.

   

  *** *********

  Paducah Ford

  GM

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