Complaints

The 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:07/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 is really a last resort for me as I’m not a person that would usually file a complaint like this. This is only being done out of desperation and frustration of continually being taken advantage of by *** ********** **** dealership and in hopes of a viable solution to this issue. I bought a used car from this dealership and they certified it as, “certified pre owned” The very next day the engine started knocking and shaking so I took it back for repair. Within far less than 1 year the cars entire steering system had to be replaced, a wheel bearing was bad, motor mounts were needed, there was a serious coolant leak, and eventually the engine failed at about 58,500 miles with 13 codes on it. Upon speaking to the service people at the dealership who checked with the mechanics they advised that the engine was most likely just defective from the factory based on what they saw. My third party warranty that I purchased for the car paid the dealership just under $14,000 for a new engine and repairs (just from this round of repairs) The dealership allegedly put in a new engine that was defective and has been waiting many months for a new engine from Ford, which according to the parts manager at the dealership may never come due to being discontinued. Even when I spoke to **** they told me that the engine may never come due to it being too old. The dealership refuses to refund me money paid to them for the repair and refuses to put in a used engine leaving me stranded for what they say may be years with no options. After all is said and done the dealership has taken money for a service that they have not provided in any even remotely reasonable timeframe and by their own admission may never be able to provide. I would like it if they take back their car from hell and refund me the money that I paid for it.

  Business Response

  Date: 07/21/2023

  Mr. ****** vehicle was brought in with multiple concerns one of which was a knocking noise from the engine. After much back and forth with Mr. ****** non factory extended service contract company, an engine replacement was approved. The engine was replaced with a **** motor company remanufactured engine assy. this was completed on or around 06/12/2023. The engine that was replaced is also defective and making noise and *** ********** **** has tried to procure an engine from **** motor company but the current status is the engine is on backorder. We have exhausted every possibility to get an engine for this car with no successful outcomes. We are simply waiting for an engine to be made available to *** ********** **** to replace the defective engine that was installed. **** has not given *** ********** **** any ETA on when the replacement engine will arrive. We have asked **** for a loaner vehicle while waiting and Mr. ****** vehicle is beyond any kind of **** Motor Company assistance. The defective engine will be replaced as soon as one is made available by **** Motor Co. We would like to clear this customer ASAP but we need a replacement engine from Ford. 

  Customer Answer

  Date: 07/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is my sincere hope that anybody reading this back and forth should easily be able to see and understand how the dealerships response addresses approximately zero percent of the issues that I expressed in my initial complaint. 
  Let me clarify but first I’ll say that, the date of 6/12/2023 mentioned by the dealer is a complete falsehood. If needed I can bring proof of this. It was back in April that they told me the engine that they had installed was no good and that is a fact. 
  
  I never doubted that the engine needed is indeed on back order. However my proposed solution, (which I hope anyone reading this can see is very reasonable) was to put in a used engine or refund me the $13,917.77 they received for the repair.
  
  
  As I stated earlier, according to the parts manager at *** ********** Ford, (who told me he has been doing this for more than 45 years) the engine, because it is so old may never become available. Additionally, and again as I mentioned already, **** has also advised me that the engine may never become available. 
  That means that we may be waiting FOREVER and eventually once the car is paid off and **** says, “no engine” we can ship it off to the junk yard and I will, of course, incur the total loss of the vehicle. This does not seem to bother the dealership at all because they have already been paid. 
  As I stated before, “the dealership has accepted money for a service that they cannot provide and by their own admission may never be able to provide.” Months have gone by but they refuse to work with me. It should be well enough understood that the way of the world in business is that if you pay for a service that then cannot be provided to you, you then receive a refund. Whatever happens behind the scenes is not so relevant at least to the end customer.
  Also, it was conveniently left out of the dealerships response, my concern of them selling me a total lemon car. It’s worth mentioning that in my initial complaint I forgot about some of the additional repairs the car needed in the short time that I used it. The water pump was bad, and they sold me the car with a tire that had a hole in it. I filled it with air every day from the first day until I replaced it and of course the air was very low when I first bought it. 
  For the record I have also heard no word of a loaner vehicle. 
  
  
  Regards,
  
  ******* ******
  
  
  
  
   

  Business Response

  Date: 07/24/2023

  Putting a used engine in negates any warranty that Mr. ****** would receive on the replacement engine. Mr. ****** has not paid any money out of pocket. The repairs that were performed were paid by his extended service contract company. **** has told us that an engine will become available , they just cannot tell us timing. We will fix this car to the state it should be in when the original engine was replaced when that engine becomes available. 

  As for Mr. ****** allegation that it is a "lemon" He purchased the car 06/29/2022 and since that time he has put on 22,000 miles, with one repair performed under his **** extended Service contract for an engine mount, and a tire repair. He had a check engine light repair performed at 48000 miles this was due to extremely low engine oil. He had a wheel bearing repair under Mr. ****** extended Service contract in November 2022. 

  As for any loaner, as was stated before, **** has denied any loaner assistance on this. Once the repairs are completed, I will take copies of the rental bills and make every effort to get Mr. ****** any money refunded that I can get **** to goodwill. But i cannot promise any refund at all. 

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all, the other repairs that I mentioned were done at a **** dealership closer to where I live. Obviously, I can provide records for those. It was much less expensive to tow it there instead of all the way to *** ********** Ford. 
  
  
  Regarding the main point about the repair things remain the same, in other words, unanswered. 
  
  
  I understand well that **** has advised that they will provide an engine but with no timeline. That’s nice, but again at the same time they also are also saying it’s not for sure. *** ********** Ford, as I mentioned has also advised that it’s not for sure. At what point is it considered to much? 10years? When I followed up by asking how long it might take 1 year 2,3 or even 5 years the answer was simply that of a shoulder shrug. *** ********** is saying they have no idea. In my mind it just doesn’t make sense for that to be acceptable. 
  Yes the money was paid to *** ********** **** from a warranty company but that is irrelevant. If the repair cannot be done than it doesn’t mean that they get to keep the money. They can return it to the warranty company, send it to another repair facility that I might go to for the repair or simply refund it to me. 
  Additionally, I don’t understand what all this talk about a used engine having no warranty is suppose to mean. What is the problem with no warranty if I agree to that??? 
  Almost all repairs from warranty companys like this one are only paid out for used parts and no warranty is included in those repairs.
  
  Regards,
  
  ******* ******
  
  
  
  
   

  Customer Answer

  Date: 08/14/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that his vehicle has been repaired and he considers the matter resolved. 

• Initial Complaint

  Date:04/07/2022

  Type:Service or Repair Issues
  Status:

  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 ordered a truck on November 22, 2021 and have not received this vehicle. We call and emailed several times and getting a response has been slow or none. We just want this vehicle, we were told it would arrive within 3 months and it has been 5 months and they cant tell me when it will arrive.

  Business Response

  Date: 04/07/2022

  Todays times have been anything but normal. As the Sales Manager I have instructed my sales staff to not make approximate delivery expectations. We have seen many customers waiting over one year for their new ordered vehicle to arrive. This order was one of the later Mavericks ordered, I have many orders that are months older and those customers still haven't received their vehicles either. We do apologize for the lengthy delivery times but they are absolutely out of the control of Bob Gillingham Ford. If any customer is unable to wait for their new vehicle to arrive, I would be happy to cancel that order and refund any deposits.

  Thank you,

  **** *****s

  Sales Manager

  *** ********** ****     

  Business Response

  Date: 04/15/2022

  AN IMPORTANT UPDATE ABOUT YOUR ORDER
  ***** *********
  Thanks again for placing your **** ******** *L order. While we’ve been busy working to get your new vehicle into production, we’ve run into a few delays.
  Sometimes certain features or options can lengthen the time before a vehicle is scheduled for production.
  We know there’s a lot of anticipation when it comes to getting into a new vehicle, so we’ll make sure to keep you updated. Once your vehicle is ready to move into the production schedule, you’ll be hearing from us again.

  Customer Answer

  Date: 04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Please provide us with Ford Motor Co. regional managers contact information. Or any other Ford Motor personnel that are responsible for vehicle production and coordination.
  Regards,
  
  ****** *****