Complaints

This profile includes complaints for Tom Denchel Ford Country's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tom Denchel Ford Country

  555 S Highway 395 Hermiston, OR 97838-2436

• 

  Tom Denchel Ford Country

  PO Box 826 Hermiston, OR 97838

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:10/04/2024

  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.

  I purchased the 2019 Ram 3500 from ****** **** 2/01/2024. After driving the vehicle possibly 3 weeks, what I mistook for tire noise/vibration turned out to be drivetrain issues. I returned the truck around March 25th (?) with no more than an additional 1000 miles on it so the issue could be diagnosed and resolved. I have not had the truck since, with as many as 3 different repairs done to correct the issue. After every repair, it was determined that the repair had no affect on the cause of vibration, and further diagnosis was needed. The truck was not reliably driveable at any time.On October 3 2024, I received notice that a new transmission and been installed and that the issue had been resolved. I have not had the vehicle in my possession for a 6 full months. I have contacted ****** once by email, no response, and once by phone (was told by the sales manager they have lawyers as well) to resolve the issue that I DO NOT WANT THE ****** And that I fully expect them to pay me or my creditor the full balance owed per the attached document. I contacted them today, 10/4/2024 and was told the General Manager was busy and couldn't speak with me, and to leave a message for call-back. No call back has occurred as of 4:51 pm pst.I am fully aware of the lemon laws pertaining mostly to new vehicles, but also aware of the Unlawful Trade Practices Act.I don't wish to go to court, but if made to I will ask for damages to any degree that they would be forthcoming. I would rather mediate if possible.

  Business Response

  Date: 10/24/2024

  I'm sorry to hear about your frustrating experience with the Ram 3500. It sounds incredibly challenging to deal with ongoing issues and lack of communication from our dealership. Given the circumstances, it's reasonable to expect a resolution, especially after such a long time without your vehicle. Unfortunately, we cannot control things that happen to used vehicles or as well as back ordered parts. The good thing is, that everything is covered under factory warranty. As of now, we have installed a new transmission at zero cost to you, rebuilt your trucks rear end at zero cost to you, and the drive shaft at zero cost to you. After replacing these components there is still a slight vibration, but has a great improvement. We are working diligently to resolve this vibration. Unfortunately, we cannot purchase the used vehicle back as we are doing everything we possibly can to make this right such as the repairs that we have currently completed and continue to complete. 

  Thank You,

  **** *****

  General Manager

  ****** **** CDJR of Hermiston

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

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

  Customer Answer

  Date: 11/04/2024

  I did not realize that I had received an email regarding status of my case. So, thus far, the situation has not been resolved. I was contacted by ****** **** and told the new transmission had been installed but did not fix the issue.

   

  And no, the issue at hand is not resolved. I do not want the truck back. The laws are pretty clear regarding that. ****** **** does not want to accept responsibility for th fact that I have not had possession of the truck for over seven months now, and I want them to pay me the payoff balance owed to the bank, or pay them directly. 

  If I have no resolution by next week, I will retain an attorney and sue them, with damages and court costs.

• Initial Complaint

  Date:05/25/2024

  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.

  COMPLETELY DISATISFIED! HORRIBLE SERVICE! Took our 2021 Expedition in for Service on the transmission and ** for warranty work in Oct 2023. The transmission had to be replaced and the ** serviced. We've received excuse after excuse as to why the vehicle is not ready when it is scheduled for pick up, why the mechanic is running behind, why we cannot be authorized rental car for warranty work when they have our vehicle for over one month, why we have made twelve different 45 minute trips to and from home to Denchell **** in *********, why our appointments were not on their schedule, why appointments had to be rescheduled, and why our vehicle is picked up an hour late from our home, for an unresolved ** problem. After a complaint to the service department manager, who assured me he would take care of us and himself stated we were given a whole bunch of excuses I began to feel heard but I was wrong. I tried contacting the the store manager and was referred twice. He was not available. I left messages for an urgent return of call informing him there was a problem and a brief description of the matter, he never returned a call. Here we are 5/25/2024, nine months from the original visit with a slew of excuses, an incompetent service department, no initiative from top management to resolve the issue, and a vehicle with no **. This is not only completely unacceptable it is also a contradictory representation of the **** slogan "**** Proud" which highlights the pride **** feels for its employees and vehicles. I doubt ******************* would be "**** Proud" of our situation and the service we have received. I have been a proud owner of **** vehicles for 44 years. I have never had a bad experience with my vehicles or any other service department. I most definitely do not recommend ****** Denchel **** for any type of business!

  Business Response

  Date: 06/05/2024

  To whom it may concern:

   

   

  We've committed to issuing a $308 refund to the customer. I sincerely apologize for any inconvenience we may have caused you.

   

  Sincerely,

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

  General Manager

  Pierre Auto of Hermiston

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

  Customer Answer

  Date: 06/05/2024

   
  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. I plan to keep a close eye on our account for the posting of the refund and our US Postal Mail box for a possible check. If no the refund is received within two weeks I plan to open an additional claim. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2023

  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.

  We had a terrible experience buying our 2022 **** Edge. We paid cash for the vehicle and it still took us 2 1/5 hours to get out of the store after all of our "handoffs." They were selling us the car as a new car when in fact when we drove it to find out that it already had **** miles on it. We negotiated a discount ( thought this was an unethical proposition). We were also promised an owner's manual with we never received. Our trip permit is scheduled to expire this Sept. 17th and yet we have waited almost 4 months for the title and registration. Found out day before yesterday that were owned another $167.00 for DMV fees. We were never notified. We have purchased 4 vehicles from the ********* store by have been treated to poorly.

  Business Response

  Date: 09/06/2023

  We have refunded the customer. We agree that he never should have been charged. Sorry for the mis communication on our behalf.

  Customer Answer

  Date: 09/06/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:08/02/2023

  Type:Product 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 bought a 2016 Jeep in November 2022, all went good until 07/2023, when i tried traded it in at another lot, and they told me it had a branded title, due to Milage, when they found this out the Dealer almost cut the offer in half, i did talk to a salesmanger at *************, and they low balled me, for a trade in, the finance Manger should of told me the miles COULD be wrong, when i was signing all the paper work, like the mile Discloser act.

  Customer Answer

  Date: 08/09/2023

  They did call me, to talk about the issue, but we did not come to a agreement, they did offer me more, on a trade, but the remaining balance was added to the truck, and the bank would not finance it at the terms I wanted. 

  As of now, they should buy the Jeep back, and repay me, what I have in to it, besides payments, and ********, I have around $1,500. Which I could get receipts for, 4 new tires, and and a Key.

  Business Response

  Date: 08/10/2023

  Hello,

  We are very sorry to hear this. Our customer is a valued customer and has been for a very long time. We have reviewed the complaint and have found an error on ******'s behalf. We have attached the title that states the vehicle is a clean title and not a branded title. We have also included the autocheck that states its a clean title (non-branded title). Lastly, we have included the carfax and which it states that it is branded, which is false. We have included all the proof to provide our customer piece of mind that the title is clear of any brands. 

  Thank you,

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

  General Manager

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

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

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20411344
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/18/2023

  We are pleased to say that we found a perfect vehicle for the customer and have exchanged it. He is happy with the resolution. Thank you. 
  

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

  General Manager

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

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

   

• Initial Complaint

  Date:07/10/2023

  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.

  I purchased a new 2022 Jeep Grand Cherokee L in July 2022. Within the one year since I have owned the vehicle and less than ****** miles later, the vehicle has been in the shop 6 times for the same problem. My vehicle is currently in the shop, where it has been for 4 weeks and the problem still is not fixed. They have provided me with a loaner vehicle which is considerably smaller than mine and I find very unsatisfactory. I have complained numerous times and have been told they are trying to work through the warranty process. I would like my vehicle fixed and returned or replaced with a new vehicle. I feel the customer service is reprehensible and that the company does not truly attempt to resolve a customer's concerns.

  Business Response

  Date: 07/22/2023

  To whom it may concern,

   

  We went ahead and traded the customer out of her old vehicle and into a new one. She is satisfied with the outcome. 
  

  Thank You,

   

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

  General Manager

  Customer Answer

  Date: 07/22/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:04/03/2023

  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 have attached the copy of my personal signature, the one on the contract shows that someone else signing it for me. I did not give permission for someone to sign for me! Everytime i have attempted to contact the dealership i have gotten the run around. The last time i spoke with my sales person **** he agreed and said that i should have received copies of what he did have me sign in the back on my rental car. He also stated hed get back to me with an answer as to why someone signed for me, i never heard back. It took me asking multiple of times for a MAILED copy on my contract to be sent to me. That to me isn't right, ive sold vehicles, i would never treat me customers the way i was treated. I also know that we are jot allowed to sign for our customers. The way i was treated was disrespectful and downgrading, i feel like because i am a woman, they felt they could take advantageof me! The Vehicle was delivered to me undetailed and durty, they did take care of that. Thank you for that! The text messages show that I had to ask multiple times for the mailed copy of my contact to be sent to me. Also on December 26th the vehicle didnt start, luckily i was next to my local ***** dealership, the dash was showing my 4 weel drive system needed service, the vehicle was brought to me in auto 4 wheel drive so i thought that was okay. I was advised by a service manager at my local ***** dealership that that alone could have destroyed my 4wheel drive system. We also did a Diagnostic on the vehicle and it showed a open recall for the breaks. That confused us because the selling dealership kept the vehicle because the breaks locked up when they were gasing the vehicle up for us to take home the day of purchase. They said that was getting taken care of. This experience with this dealership has been a headache and i honestly hope noone else gets treated this way and gets more respect than i received!

  Business Response

  Date: 04/13/2023

  I apologize for the wrong information provided to you. The paperwork sent to you by ******************* was the docupad file used for internal use only. We use a docupad desktop for electronic signatures. Although on this particular deal my salesman went to physically deliver the vehicle and have the customer sign the paperwork. When this happens we upload the signed copies to the docupad system but the docupad system requires a signature to close out the deal and send to our accounting ***** Our process is to sign a x on all required signatures by our docupad system which are the signatures you see on the paperwork sent to the customer. **** sent the docupad signature paperwork instead of the actual paperwork the customer signed. There wasn't any paperwork signed by our company in regards to this transaction. I have attached the correct paperwork that should have been sent to the customer as opposed to our internal paperwork needed for our accounting ***** I blacked out the customers information but it shows the actual signatures signed by the customer. I am sorry for the lack of communication and this information allows us to better train our employees. We are glad to hear that we took care of the detail. This vehicle was sold as-is used with ***** miles. We have included a signed copy of the as is disclaimer. Again, we are terribly sorry for our dealerships lack of concern and lack of communication and we will use this information to coach our employees to have better customer service. 

   

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

  General Manager

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

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

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19890140
  
  I am rejecting this response because:
  

  I get the vehicle was sold "as is" but not letting a customer know that the vehicle had issues is wrong! I guess i was trained differently, when selling a vehicle that has issues i would inform the customer! I really hope that noone else gets treated this way and are informed of the vehicle issues! I spent alot of money for this vehicle and i honestly feel taken advantage of and lied to just to "MAKE THAT DEAL"!! Do better next time!!!! 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/22/2023

  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.

  We broke down in our new **** Transit mini van 5 hours from home August 1, 2022 while traveling. *** Denchel **** took the van in to diagnose and repair. They advised us that this work would all be covered under the manufacturer's warranty since the car was just two years old and had less than 14K miles on it. They did not have a "loaner car" to give us so we could get back home so they had us go down the street to Enterprise and rent a car. Ramone, the Svc Mgr, advised us that it would be covered by **** since this was a manufacturer defect. The rental agency had only one car on their lot available to rent, which was a ****** Tacoma pickup truck. We were in the rental car for more than a month while the dealer worked with **** Motor Company to make the repairs. We called weekly to check on the estimated repair completion and expressed our concerns over the mounting rental bill. ****** assured us that **** would reimburse us because this was a manufacturer defect. Our total rental car expenses were $6,777.90!! When we picked up the van after repairs were completed, we broke down again on the way home and had to call the dealer to come get us. ******************* gave us a loaner car because we could not afford another rental car. **** Motor Company has agreed to reimburse only $40 a day in rental costs which totals $1,540 according to the ********** leaves us with the remaining $5,237.90 in rental fees to absorb. We did not have a choice in the vehicle we were given by the rental agency. The dealer did not advise us as to any "limit" to what would be covered. The dealer assured us the rental fees would be reimbursed in full because of the manufacturer defect issue. We area asking the dealer to cover the difference in what **** Motor Company will reimburse and what is remaining on the total rental fee cost. We paid more in rental fees than it cost the dealer to repair the vehicle! This is outrageous treatment by ****, who says they "treat customers like family"!

  Business Response

  Date: 01/23/2023

  Thank you for this information, this is not how we want to conduct business and at this current moment we are communicating with the factory and the rental car company to recoup as much of the difference as possible. We will also be participating in making the customer whole in this situation. we apologize for any inconvenience.

   

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

  Platform Director

  *** Denchel Auto Group

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

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18878715
  
  I am rejecting this response because:

  The dealership has told me for the past 5 months that they will "research" and ensure I get a refund.  I have yet to receive anything from them, and they have now given you the same response. I expect ACTION after waiting more than 5 months for my reimbursement. The dealership nor ****************** has refunded anything and this should have easily been covered under our manufacturer vehicle warranty!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/14/2023

  We have issued the customer a check for reimbursement and believe the matter to be resolved. 

  Customer Answer

  Date: 02/15/2023

   
  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,
  
  ***************************