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:04/27/2023

  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.

  I had a motor replaced under warranty and when I was told my vehicle was finished I went to pick it up and the check engine light was still on before I left, I had to use the vehicle to move someone and was told to bring it back. After getting it home I noticed more issues like the air conditioning port caps were missing and the check engine light was for a new problem not present when I dropped the vehicle off. (Code P0301 was there only and now a different one) when I was going to bring it back I was told if its something they didnt do I would have to pay and I had to pay a diagnostic fee. *** tried to contact the manager and have not gotten any response, today when I went to have at least the air conditioning fixed I was told they are too busy and would have to wait a long time so I asked for a loaner car as I have children and a life and this is my only vehicle, I was then met with attitude and aggression from the owner who told me to go fix it my self and not to be in his shop.

  

  Business Response

  Date: 05/17/2023

  Thank you for bringing your experience to our attention.  We are in the process of researching your visit in order to better understand what, how, and why.  We will follow up by the end of the week with a proper response.  Your patience is greatly appreciated. 

  

  Business Response

  Date: 05/18/2023

  ******** -

   

  We have spoken to your Service Advisor, ****** as well as the Technician that worked on your vehicle.  Attached is a transcript of the text messages between you and ****** throughout your visit with **. 

   

  It appears that we have made several attempts to schedule your vehicle back in to verify your concerns without luck.  It also appears that you purchased your vehicle in ****** and the last time it was serviced by ******** Dealership prior to ** was ******* 2021.  Unfortunately, without an active warranty or extended service warranty not all items are covered.  Our Auto Technicians tested your vehicle before it was returned to you and it was free from any warning messages or dash icon lights at that time.  

   

  We appreciate your frustration and your patience during the parts backorder and repair completion.  It is never our intention to provide such a sour experience. It is our policy to end direct communications once a customer has communicated the intent to escalate concerns to a legal landscape.  As a result, we will not be scheduling a return visit for your vehicle. 

   

  

  ******************************* | Marketing Manager

  O: ************ | D: ************ | F: ************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19991681
  
  I am rejecting this response because: the check engine light was on when I came to pick it up, many hoses were not installed properly or in the correct place and or missing. I let her know the technician did not check the vehicle properly as the light was on when I lived it up after being told its done. I do have an extended warranty which they knew about. 
  she never responded for even getting a ride back home its just zero accountability on the service advisor and technicians part.

  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 06/02/2023

  1) We replaced the engine under a **** Warranty recall on the 2017 Escape.  The vehicle was towed in and was not running.  The O2 sensor did not cause the dash light illumination during the technician drive following the engine replacement. When the vehicle picked and ****** brought it up to the lane she offered for us to take a look later in the day.  The customer said, "I can do it myself" and left while ****** was printing **** warranty information.
  

  2)He cleared the code himself but the dash light did return and appears to be related to the O2 sensor.  We have offered to schedule his vehicle and verify the diagnosis during the initial pickup of the vehicle.  We also shared that we offer complimentary shuttle service within 5 miles of the dealership.

  3)We also offered again to confirm diagnosis and place him on the waiting list for a loaner vehicle via text message.  Again we reminded him that we offer complimentary shuttle service.

  4)We have attempted multiple times to invite him back into the dealership.  He said he would return April 27th and was helped by **** (another service advisor) and did not leave the vehicle.  We offered at that time to review and diagnosis his vehicle, provide a loaner, or provide a complimentary shuttle service. 

  Today, we are still willing to diagnosis the vehicle and rectify any failures of our technicians in the process.  With scheduling we will have the logistical capacity to designate a loaner vehicle with valid current auto insurance and drivers license from the customer.  Simply put we are unable to repair the vehicle if it is not here at the dealership. 
  

• Initial Complaint

  Date:04/07/2023

  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.

  I purchased a 2021 f150 in December and had the windshield wiper motor go out the next day. Its a recalled part and I havent been able to; get it fixed, get a call back, get on the schedule to get it fixed or any communication at all. ***** is who runs recalls and after 10+ voicemails that I left the only way to talk to her is driving into the dealership. This is where she told me they dont have the recalled part and it would be months before she will get any information. The ** (***) hasnt returned a single call after multiple attempts and messages. I paid over 100k for a truck I cant even drive and Gresham Ford has been HORRIBLE. I am still yet to get my truck fixed or even on the schedule. This is the worst experience I have had dealing with a dealership in my life. Very poorly managed.

  

  Business Response

  Date: 04/11/2023

  Thank you for reaching out.  We are doing research now in an effort to establish the parts availability and details related with your request.  We are expecting to have an answer for you by the end of business this Friday. 

   

  *************************** | Customer Relations

  Office: ************

  Email: ******************************
  

• Initial Complaint

  Date:05/17/2022

  Type:Sales and Advertising 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.

  I am a ************* Army Veteran. I purchased my **** **** Ranger XLT at Gresham Ford in **** and have had my truck serviced there ever since. In July of 2020 I brought my truck in because of a oil leak coming from the **** housing. They said I needed all new oil seals to fix the problem.On 7/27/2020 I had my oil seals replaced by them at around $1300 dollars. Invoice *******. Rear main seal, valve cover gaskets, and oil pan gasket. Gresham Ford advertised this repair as a 2 year warranty, including labor. My truck continued to leak oil after I picked it up. I took it back, and on 12/29/20 they said it needed a sleeve to stop leaking. Inv. *******. I purchased that for another $50. My truck continued to leak oil. I sent multiple emails with photos of the leak to the owner, service manager and service advisor. On 2/10/21 they reported oil on **** Housing. Invoice *******, but would not fix it. For the past year my truck continued to leak oil. I stopped by multiple times and emailed the owner with no response, but they could never find time to replace the seals again to fix it. Finally the oil leak has gotten worse and Gresham Ford owner, service manager and advisor, refuses to respond to my calls and emails even though they are under fiduciary obligation to honor their 2 year parts and labor warranty. As a ** Veteran Ive never been treated so poorly. Valvoline documented the oil leak on 4/2/22 invoice *****. I had to contact **** Corporate to open a case to get a response. When Gresham Ford was contacted by ****, they scheduled me an appointment one day before the warranty expires (2 months out). and refused to guarantee me a loaner vehicle. This is unethical dealer tactics.

  

  Business Response

  Date: 05/20/2022

  While we appreciate ************** reaching out for assistance we are a bit confused and frustrated ourselves. 

  The original complaint came to us in July of 2020.  This included not only an oil leak but a coolant leak as well.  The rear main seal was replaced at this time.  There is a two year warranty related to the parts (rear main seal) including the technician's time in order to replace it. However, it should be noted that it was disclosed that a leak of this type could also be related to to an oblonged crankshaft.  Unfortunately there is not another cost efficient method to differentiate the root cause. 
  

  Then in November 2020 ************** returned again with complaints of an oil leak.  At this time we added dye to the oil, with the agreement that ************** would  drive 500 miles and return for an inspection.  This inspection would be very helpful in diagnosing the cause.  ************* did in fact return in December and oil was not present.  It was again our understanding that ************** would again return in another 500 miles for black-light inspect, in attempts to verify the oil leak. 

  In February, he did return and oil was found on the **** housing that was corrected.  We again added dye to oil and asked for ************** to return in 500 miles in order to continue troubleshooting the oil leak concerns. 

  During April 2021, we were unable to locate any of the dye added to the oil.  Replacement of coolant hoses was completed and was identified as the likely culprit to washing away any possible signs of an oil leak.  As a result we once again added dye and asked ************** to return in 500 miles for an inspection.

  Throughout our efforts, we have attempted to identify the leaks with dye in the oil.  This dye appears to the naked eye to be very similar to coolant.  However, when the utilization of a black light the dye is clearly seen.  We are unsure as to why we have not seen ************** more.  We are not sure if the Ranger is not driven regularly enough to achieve 500 miles.  If this is the case we can have the vehicle run throughout the work day in order to achieve similar results and use the dye to identify any possible leaks.  If the oil has been changed and dye has not been replaced as well, we would also need to start over from the beginning.

  It is never our intention to provide a lack of communication or poor customer service experience.  Please also understand that the original Service Advisor, *****************************, passed earlier this year, leaving our ****************** staff and Management team to piece together the obligations and projects.  Please again know that we are truly dedicated to providing outstanding customer service.  We want to be your dealership of choice today and into the future. 
  

  We do have an missed appointment for **************, which we can only assume from this correspondence is due to our inability to guarantee a service loaner.  It is accurate that we are not providing any guarantees for service loaners.  ******** Motor Company warranty does provide $35/day towards a rental vehicle.  We apologize for the inconvenience but do our best to be as  honest and transparent as possible.  At this point we are waiting for him to bring his vehicle in for an inspection or reapplication of dye to the oil.  The warranty on the original rear main seal replacement is valid through July 30th 2022.  
  

   

   

  Customer Answer

  Date: 05/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************