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:04/24/2024

  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.

  My car was in the Ferguson Buick shop for about two months for non-collision service. During that time, Ferguson reported they resurfaced rotors and installed new pads on the rear brakes; and also replaced the air conditioning compressor, seals and receiver dryer. The charge for these two items was a little more than $2,000.Until some five months later after winter weather had passed, the air conditioner's ability to cool could not be properly tested. When it was tested on a warm day, it was discovered the unit was not cooling at all. In addition, the rear brakes had begun making noise, so I took the car to another dealer. That dealer reported to me the rear brakes' hardware was worn out, so the pads needed replacement and the rotors turned. They informed me they believed that the rotors had not been replaced for a considerable amount of time. They also stated the air conditioner compressor needed to be replaced and that it, too, seemed to have been on the car for a long time.Ferguson said they did the reported work. But independent evaluation by a disinterested third party seems in conflict with that representation.

  

  Business Response

  Date: 04/25/2024

  This vehicle was in our service department in August of 2023. We replaced the front and rear brake pads and resurfaced the rotors. The rotors were not replaced on the vehicle, so yes they have been on the vehicle for a long period of time. Resurfacing them only affects the face. When I spoke with the customer the other day he had explained the vehicle had only been driven a limited amount of miles since the repairs. If vehicles sit for a period of time brakes rotors and other components can rust. The brake hardware is not always replaced when doing brake jobs either. I did offer for the customer to bring it here and let us look at it with him but he declined to do so. We did replace the air conditioning compressor and other components during the repair. Which are still under warranty if they are faulty. We would have to warranty those repairs here. We do stand behind all of our repairs done here. It is hard to go off of another shops diagnosis. We would be happy to look at it again here and replace anything necessary under the warranty from the parts we replaced.

• Initial Complaint

  Date:10/09/2023

  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.

  Took my truck for service to get the def level fixed, it is still under warranty, they told me it would be a couple of days because they were backed up and I told them I needed a loaner because I have a autistic child at home and I have to have a vehicle. Well, after fighting with me, they got me a loaner which I thanked them for. The next day they called and told me my truck was fixed and that it was a program issue, that they drained the def and checked to make sure it was working and they filled it up for me. So Ive been watching my def level and it showed it was full and my husband checked it and it was half a gallon low. They did not fix it. They lied to me and Ive been driving my truck low on def which can damage it. I am very upset about this. If there is damage to my truck they should be held responsible.

  

  Business Response

  Date: 10/23/2023

  I have tried to contact ********************* and have not heard back from her yet.   I will continue to try and get ahold of her and see if we can get this resolved for her.  Thank you.

  Customer Answer

  Date: 10/24/2023

  The general manager contacted me 10-23-23 and he apologized but i told him I was not interested bringing my truck in to them for service because i did not trust them since they lied. He was very condescending and told me I have no ****** Im done dealing with this business. They dont care about anything but being rude. I will be taking my truck somewhere else to be fixed and I will never do business with these heartless rude people ever again.  

  Customer Answer

  Date: 10/24/2023

  Yes and thank you. If you could send the complaint to the owner of the dealership that would be great. I think the owner needs to know about his rude general manager. He was laughing about the whole thing. Very rude Jerk!