Complaints

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

close

Find a Location

Crater Lake Ford has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Crater Lake Ford

  2611 Biddle Rd Medford, OR 97504-4110

• 

  Crater Lake Ford

  PO Box 730 Medford, OR 97501-0300

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:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The car lot was supposed to reimburse me for maintenance fee and I canceled it and then they made me send them a letter from the bank that financed the vehicle showing that the vehicle was paid in full and I did it and then they still sent the check to the old bank and the old bank cashed that check which was Santander Now I waited six weeks from the car lot to send the check off then now it looks like Im waiting a month for Santander to release the funds to me because they cashed the check that was in my name and I had no account at all with that bank anymore, but yet they cashed it and now I am still waiting for a check that I dont even know is coming because they sent said they sent it out already but its taking forever for the ************** to see to get it to me. Its been over two weeks and I still have never received it. I would like some sort of resolution from the car in the bank for this, Im a veteran and I talk to the veteran services and they said what was going on was illegal in the state of ******, but they did it anyway.

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went into Crater lake ford September 30 looking to purchase a **** F-15- Lightning. I have attempted before but was not able to come to a deal. I had recently gotten a new position within the Army National Guard which gave me a much greater increase in pay. I went back in to attempt to get the truck. The vehicle I traded in was a 2022 **********. It had depreciated a lot within one year. I wanted to get out of it and into something I want to keep forever. I worked with the sales person on with getting this truck and my father was with me. when it came time to make a deal he was within my monthly payment range. After going to the back he tells me he has "good news and bad news". I ask for the bad news first and he said my monthly payment went up to $1600. I was ready to walk away right then. Then he tells me the "good news". He explained to me "the bank is giving you 4 months before your first payment to refinance to get the truck payment where you want it". He also said "the bank says you have to have gap coverage and an extended warranty for them to except my loan". I thought about it for a second with my dad and I asked him "what if I cannot refinance and afford those payments?" He said "if you can't in those 4 months, get your payment where you wanted them you can bring the truck back and we can get you into something else." I then asked 3 times. "so if this doesn't work out I can bring the truck back without accruing negative equity and move into a different vehicle?" He said yes all 3 times. I accept the deal because from the sounds of that I have nothing to lose. Yes I may have to bring my truck back but at least I could move into something else to pay off my negative equity and try again later. The dealership did not honor this when I attempted to bring it back. I was basically told by the sales manager to get lost, they don't care and the salesman no longer worked there. A complaint was filed with their corporate. No resolve. I filed with the *** also.

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello my name is ************************************** and I was instructed to reach out to you regarding the treatment I received at the crater lake ford service center. I scheduled a appointment with them because my check engine light came on. I was told I have the platinum warranty packed and all would be covered. That was not the case. I ended up agreeing to a $890.00 particulate sensor replacement. (Which is triple the price of anywhere else) but it needed done and they already had the truck. The service center BROKE MY TRUCK and informed me it was my problem and that I needed to take it to a ******************. When I arrived at **** I was informed that I owed $870.00 for them breaking my truck. I was unhappy with the services provided to say the least. I paid the $870.00 and AFTER I paid I was given a paper to sign. Service manager ****** informed me "it was to release the truck to me". I read said form and it said nothing of the sort. It was a Mandatory arbitration form. I then informed ****** that it was not a release form and that I would not be signing it. He then informed me that unless I signed the form, they were going to keep my truck. That is forcing a signature under duress, coercion and blackmail to say the least. I'm extremely unhappy with this situation and would like to resolve this internally due our family employment history with **** Motors. This is not the way to represent **** Motors Co. ************************************** ************

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Crater lake ford sold a 2019 Porsche Cayenne turbo with metal in the engine and turbo not firing for $90,000 and are trying to put it off on me with saying the metal was something that happened after I bought the car within a few days.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Summary of Jeep Status and issues since purchase on August 19, 2023.Purchase Price of Jeep: $19,457.00 Purchase Price of 3-Year/36,000 Mile Extended Warranty: $3,055.00 Total Purchase Price: $24,508.00 Miles ****** since Purchase: 514 Total Days Since Purchase (as of today April 26, 2023): 250 Time vehicle has spent Out of Service (either waiting for a service appointment or at the dealership for service): 134 and counting We purchased the vehicle with a clear agreement at purchase that all known issues would be fixed and fully covered by the dealership. Since purchase the vehicle has spent more time in service than we have had it in our possession and even during the time we have had it we have not been able to use it as it has not had a working seatbelt and has been waiting back ordered parts or waiting for a service appointment for yet another mechanical issue. The dealership has not made good on the original purchase agreement and has in fact broken multiple Federal and State laws in both making the sales agreement and in the months since. Specifically, they knowingly sold a vehicle without working safety equipment, they have repeatedly performed a bait and switch saying we were buying under one set of terms and then changing those terms after the purchase was made and signed, and they have used the extended warranty we purchased without our permission to make repairs that were to be made by the dealership per the terms of the purchase agreement. As it sits right now we are looking at a minimum of over $5k in additional "repair costs" either already paid or to be paid to cover repairs and service which was agreed to be fixed as per the terms of our sales agreement. The dealership has failed to honor its contract, Federal and State Laws, and has violated our Consumer Rights and legal Protections repeatedly and with full knowledge and forethought of their actions. We are seeking a resolution as defined in the attached Statement. If you can assist, Thank you

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  When I purchased my pick up from them, they told me that the truck was a ram **** rebel all my paperwork from them says a ram **** rebel. They also did not disclose to me that the truck was bought from auction from ****** and the truck is not, what they said it was it is not a ********* is just a sport the rebel kit thats on it is after market sold. The truck no longer has any factory warranty on it that also was not disclosed to me I tried to get a hold of them a lot and let them know that about the fact that I was very much Wanting to talk to somebody in charge. Theyre at the lot they said they were going to call me back but never did I think they figured that if they didnt call back, it would be just swept under the rug so I figured Id go through you next. I figured Id get an attorney.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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're seeking help from anyone who might be able lend thoughts or suggestions on how to proceed with this situation. We first took our car to Crater Lake Ford for a repair in October when ***************** *************), the service advisor, informed us that they would be able to get to it in about 2 weeks. It's now been about 4 1/2 months and they still have not completed the repair or given us any clear indication of when it may be completed. Since then, we have received what can only unequivocally be deemed the "run-around" as well as a series of broken promises and miscommunications. Truly this is the worst customer service we've received at any company, ever. Part of the problem is that ***************** seems to be the sole unfortunate staff member charged with interfacing with the public. But he doesn't seem to have much of a connection with the actual service department and is generally unable to provide timely or useful information. We requested a call back from Crater Lake Ford service manager ******************* *************) back in January, but he generally seems to be missing in action, and we never received the call. We left him a voicemail earlier this week, but so far to no avail.At this point we have not heard from service advisor ***************** in two weeks, and he is no longer responding to our outreach attempts. As mentioned above, neither is service manager ******************* responding. We have been following the instructions from the ************* representatives and as listed on the **** website for dealing with problems such as this. At one point, the representatives assisted us in escalating the concern to a complaint, which they said would be forwarded to Crater Lake Ford dealership. So far we've heard nothing back on that either.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a complaint with the ****************** in fulfilling a recall on the door lock. Dropped F150 off on Feb 21st for scheduled appointment on the 22nd to diagnose/confirm issue was covered under recall. That didn't happen until the following week, then was told that they had to wait for parts, then was told vehicle would be done no later than last Friday. Friday came and went with nothing but lip service as to why something so simple was not yet completed. Today, Monday March 6th, and I tried calling the ************ directly many times throughout the day and they will not pick up the phone. I tried texting/calling the service manager and he will not pick up the phone, return a call or return a text. I did talk to a live person one time today in another department and she commented that the service department is "short handed" but she could not get me to a live person in the service ***** to get a straight answer. So, it is now 5:40 on Monday and I have no idea when I will ever get my truck back from them, Tomorrow will be two weeks since I dropped my truck off for a ridiculously simple recall repair. Clearly, this dealership could not care less about their customers so I'm hoping that they do care about the Better Business Bureau looking into their negligence in this matter. Can you help me?

  Business Response

  Date: 03/13/2023

  Due to limited parts and technician availability, we are facing a backlog of work at this time. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19549432
  
  I am rejecting this response because the dealership is not being honest in its dealing with me or its response to the BBB.  The dealership apparently knows that it cannot provide its service in a timely manner due to a severe shortage of technicians, but yet, does not inform it customers that fact so that they can make an informed decision if they want to have their vehicles sit there indefinitely, waiting for simple repairs to be completed.

  The dealership is not being honest in blaming "limited parts".  ****************** confirmed on March 7th with the dealership's **********. that they received the part on March 1st.  After telling me that it would be repaired the next day, when it still had not happened on March 7th, and after the Service Rep telling me that he didn't know when it would be done, it was obvious that this dealership was not capable of providing a reasonable level of service so I took the vehicle back.

  My proposed resolution.  This dealership needs to stop being dishonest to potential customers but informing them upfront that they do not have the skilled labor to complete the service in a timely manner and that simple services will take 3 or more weeks.  That way, customers can make an informed decision on whether to be without their vehicle for an indefinite period of time.

  In addition, the dealership needs to answer its phone so that customers are not kept in the dark wondering what the status of their repair is.

  If the dealership can't do these two simple things, then they need to shut their service down until they can.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  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.

  My truck has been at the service department since the end of November 2022. It was diagnosed with a Turbo Issue 3 to 4 weeks after we dropped the truck off. It wasn't "fixed" till mid January. We drove 2 miles down the road only to have the turbo go out again. We drove it back to the service department the very next morning. It is now February 7th. I have had NO answers on an estimated date when it will be fixed. They don't even have the parts. I'm losing thousands of dollars each week with my business not having my truck. They will not return any of my phone calls. I need my truck to be fixed!!! This is unacceptable.

  Business Response

  Date: 02/07/2023

  this part is in backorder, We are having supply constraints on this part due to component part short issues. Working with supplier for a resolution, and we have offered customer an aftermarket option to get truck repaired.   

• Initial Complaint

  Date:11/22/2022

  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.

  So I bought a car from Crater Lake Ford two days out of brain surgery I bought the car they knew that I was heading on a trip to ******** for some more brain procedures they got me to sign the car paperwork which I did they didnt put all the stuff on there that I was supposed to have on there as my gap and my lifetime oil changes I called and ask them they wont return my phone calls now Im having DMV issues and now theyre telling me they wont talk to me they wont deal with me they keep picking up the phone and hanging up on me I need help Im in ******** and have to drive my car back to ********** and they were supposed to send me a different paper for the back of my car and now I cant get it they wont answer me they wont talk to me. The guy **** just told me that no one will answer my calls because Im to loud and yelling but I have hearing problems and I could speak loudly and now they wont talk to me because of that or help me with my stuff or fix the problems that theyve created something needs to be done this isnt the first time theyve screwed me and I let it go the first time they sold me a bad car and had to give me a new car and screwed my credit up to the point where now I only could go back to them ****** and ***** both numerous times confirmed that they would get me a car with those things I needed wouldnt be a problem so when ***** called and said we got you what you wanted I thought they did I sing believing them specially knowing after being out of brain surgery I trust of these guys with them knowingI was going on a trip across the country and they *************** me now I wont answer any phone calls or help me at all I even talked to a finance manager this weekend Saturday said he was going to help me fix this and then I called back on Monday and now on a Tuesday and no one will answer my phone calls then just keep hanging ** in my face **** answered and told me no one was going to speak to me there anymore because Im loud andupset

  Business Response

  Date: 12/05/2022

  This is the fourth purchase in which we have helped ***************** into a vehicle.  We have worked with multiple lenders for her credit situation and even purchased back vehicles from her in order to make sure that she was treated fairly and that we would earn her as a customer for life.
  
  This most recent time purchase, **** had mentioned she would like a car with a warranty, so we worked out a purchase on a new **** Edge with a manufacturers warranty. We helped her qualify for a premium interest rate offered by **** Motor Credit to try and make this new vehicle fit within her budget. **** Motor Credit did not allow any additional protection or maintenance products to be financed because of her credit situation and the special APR. She signed multiple times acknowledging the payment, and was not told that she was not getting any additional protection items. She was told she was getting a manufacturers warranty.
  
  We even went as far as discounting the price of the vehicle (which in turn lowered her payment far below the amount originally agreed upon)so that **** could keep her special APR by staying within **** Motor Credits guidelines.
  
  She was instructed, as with her previous vehicle purchases,to go to the California *** to finalize her *** paperwork, as we can only supply a 21 day trip permit in the vehicle until she completes the paperwork.She had a trip to ******** coming up, but because the vehicle is being registered in ********** we are required to send the *** paperwork to a California ***.