Complaints

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

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  Gibbons Ford LLC

  704 Martin F Gibbons Blvd Dickson City, PA 18519-1784

• 

  Gibbons Ford LLC

  950 Main St Dickson City, PA 18519-1338

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:12/06/2023

  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 purchase a new Ford ****** on December 2022 with the Purchase ***** Ford gave me $212.00 in credit for oil changes I have 9800 miles on my truck I just had my second oil change last week the first one was in the summer the total so far is $145.00 used on my ford credit I should have $67.00 left for my next oil change they are saying I owe them $12.00. I call them and tried to fix this problem and asked for a itemized bill for the last year they will not send me a copy not sure why they are giving me a hard time over one more oil change I'm a senior citizen and my health isn't the best could you please help.

  Business Response

  Date: 12/07/2023

  To whom it may concern,

  This matter was actually handled prior to receiving this complaint. However, I spoke with ******************** today and confirmed that it has been rectified. 

  Sincerely,

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

  General Manager

  **********

• 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.

  When it rains water is leaking though headliner. Took vehicle to ********** on February 27th after I paid $157.94 for a diagnostic. They told me water was coming in though roof rails.. Ordered new roof rails, scheduled me on April 26th to change roof rails of $654 47.On April 1st,I got in my car and again headliner and drivers side and passenger side seat was soaking wet due to a rain storm the night before.. Contacted ********** scheduled me to come in on May 5th.. They did another diagnostic and said I would need a whole new sunroof track that would cost around $2600.00.They were ordering the part and said it would be in by Aug 2nd. Service dept never called. Spoke to the General manager on June 17th. He was supposed to call back once he got more info.. Never called back.. I left a vm on Aug 28th,haven't returned my call.. My problem wasn't fixed in the beginning. I'm requesting to have my money refunded of a total of 812.41. 

  Business Response

  Date: 09/19/2023

  This issue is being resolved. The customer had been called numerous times; we did not receive any return calls. I have spoken with the customer and are working out a plan to repair the vehicle and reduce the final bill by the amount originally paid. Unfortunately, this was a one of two solutions and the first one was not the source of the leakage. There was no way of knowing which it would be.

   

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

  Customer Answer

  Date: 09/26/2023

  I have spoken to ***** on Sept 21, 2023. He has agreed to either, give a full refund, or discount the amount of the refund towards another part. I will contact ***** on my decision.
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:05/23/2023

  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.

  On 3/30/2022 I purchased a 2 years old Ford ******* from Gibbons Ford, (Now ***** Ford) I purchased the vehicle with 1 year remaining ford manufacturers warranty, after bringing the vehicle home I discovered that the heated steering wheel was not working, I contacted the dealer and they had the vehicle in for repair. The were unable to repair the vehicle and told me that replaced part was needed. This has been going on now for over 1 year, they take the vehicle in and cannot repair it. The last visit was 3 weeks ago, during the 1 and half weeks the vehicle was in their workshop they called me and told me that the vehicle was sold with ****** seats, when I purchased the vehicle the vehicle apparently did not have these. I do not know what these are. They are now telling me that the warranty is invalid because the vehicle was modified, the seats are ford seats. It appears to me that I was sold something under false information because the vehicle sticker does say ****** seats and now both Ford and the dealer are ignoring me. Attached is the window sticker from the vehicle and the latest chat message script from Ford. I called for directly and was told that because the vehicle does not have the original equipment they will no cover Warranty, the dealership is not returning my calls.

• Initial Complaint

  Date:12/12/2022

  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.

  I dropped off 2008 **** F250 at Gibbons Ford in ******************* on July 31 for August 1 appointment to replace tailpipe/muffler and vehicle inspection. Received a phone call the following week that the muffler was on backorder, should be in by end of August. Vehicle was left at dealership to wait for part. In late August the promise date was moved to September, in September moved to October, in October moved to December. After the October update I went in to retrieve the vehicle un-repaired. I was told that the catalytic converter had been stolen off the vehicle and it was not drivable. They would not say when this theft happened. Gibbons associate said their insurance would replace the cost of the catalytic converter but they were currently out of stock. ********************************* said the converter would be in stock on November 11. So far it has not been repaired. I stopped in on December 7 to speak with *******. He would not leave his office to speak to me. I asked an associate for a copy of the police report (they said they didn't file one) and a copy of the insurance claim (they said no). I have contacted Ford Motor Co. customer service but they have not been able to get any movement either. In the meantime, Gibbons Ford has been sold to a new owner. The truck was drivable when I took it in. It is not drivable now. I need my truck, now we are in winter weather and I do not have a 4WD vehicle. I checked online and the catalytic converters appear to be in stock at Ford.

  Business Response

  Date: 01/11/2023

  Morning,

  I apologize for the late response; we have just gone through a buy/sell and emails have changed. Some have been forwarded and some not. We in fact had the customers vehicle towed to a garage of their choice and no charge to them. If we were at fault, we would have repaired the vehicle at no charge to them. The catalytic converter was stolen while on property, converters have been on national backorders everywhere. The customer refused to turn the claim into their insurance company despite our work orders stating that we are not responsible for theft or damage. However, if we could have gotten the converter, we would have taken care of it for the customer. We have aways and will always own our errors and make the right decisions to satisfy our customers however in this situation we did nothing wrong.

  Regards,

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

  Customer Answer

  Date: 01/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  They assured us that they would cover the replacement cost of the converter. Never did they tell us that this would be our responsibility.

  We have moved the vehicle to another location and will take legal action with Gibbens Ford (now *****) once the repair is completed which should be in one week. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/20/2022

  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.

  I am exasperated and frustrated with the time it has taken Gibbons service department to fix my 2016 Ford ****** SE which was diagnosed with a failed turbo June 2nd. I took it for a second opinion at Firestone Complete Autocare the following week and after receiving confirmation I called Service to order the part. We were told by Matt M******** that we would be informed when it arrived so we could then bring the vehicle back to get it repaired. 2 Weeks went by with no notification until I called to find that the parts were there . I returned to Gibbons and was told that the car would not be worked on until August. I asked to speak with a service manager and Matt said it would be worked on and completed by Friday the 15th. I have received no call yet so I filed a case with FORD *********** I am still waiting for our car to be repaired. It’s been over 6weeks now since ordering the part. I explained at the outset of this situation that my wife ands I are taking care of a friend who was diagnosed with a stroke after getting COVID in January 2021. We had to learn how to run his business which is completely different than ours, we’ve been working 80 hrs a week with 400 students 30 teachers each week and our friend owns the building our business is in . I am disabled as well and a veteran. We are borrowing his car to make this work. We had to close our business so his business would be able to continue to pay the mortgage. If this doesn’t establish priority over other vehicles in the shop what does?! I’d appreciate an explanation and an indication when our car will be completed. We also received notice yesterday in the mail from Ford that our car has a transmission cable issue recall. I was not informed if this is the reason why our car is still in the shop .At this point I would like to charge for the time we have not had our vehicle. It’s been an unreasonable amount of time to wait for a repair and poor communication has made this worse.

  Business Response

  Date: 07/21/2022

  Good Morning,

  Despite the enormity of your situation which I'm saddened by I assure you we are trying our best to accommodate all our customers as quickly as possible. I realize that your situation maybe dire in your eyes and in ours however, every customer has their own reasons to be our priority. In full disclosure your vehicle also sat at ********* for a considerable amount of time before we were given the go ahead to the original diagnoses and order parts, something that was certainly your right to do however, that does allow other people to make appointments to repair their vehicles. I will also state in closing that we have no desire to keep someone's vehicle, it only becomes a true business transaction once the vehicle is repaired and paid for by the customer or a warranty claim. I have looked into the entire situation with our service manager and have been assured that the vehicle will be repaired as quickly as possible.

  Regards,

  Darryl J********

  General Manager

  Gibbons Ford  

  Customer Answer

  Date: 07/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I spoke with the service manager on June 13th and requested he order the parts. I was told that once our parts arrive we would be contacted so that we could make arrangements and move our car back from ********* to Gibbons service center.  We were not notified and I called to find that the parts had arrived a few days ago. We moved our car back as soon as we learned this on July 6th.  This is when we were told that the car would not be ready until some time in August. I spoke with the service manager again and he said that the car would be ready by July 15th. It seems to me that we have been moved to the bottom of the priority list because our car was not physically in their lots. The service manager apparently did not communicate the circumstance and instead is using it as a way to justify the poor response and lack of action to repair our vehicle. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:06/02/2022

  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.

  Dropped car off on 5/13/22 for covered warranty work on TCM. Part backordered, that's fine. Asked for a loaner and was told they don't offer that anymore for warranty coverage. Called Ford Customer Service and was told that was not true. Back and forth I have been told multiple stories about only having 3 loaners, not having loaners, loaner list, no loaner list, they are always loaned out, etc. Frustrated from Matts misinformation and the dealers lack of answering phones, I went to look for myself. Easily found 6 loaners sitting on the lot for multiple days, not moved or driven. (See photos). I have spoke with employees at your business and was told this is prior practice. They let loaner cars sit on the lot when ford customers desperately need transportation. I wish Ford stood behind their warranty coverage that details rental coverage or allows me to be reimbursed for an ********** rental (who has rentals available). This repair is beyond my control and I have zero options. If my car didn’t have a faulty transmission and would start I would take it to a different ford dealership. Hopefully you find staff who are honest with customers and stand by the products they sell. Please don’t ask me to call the Service Manager at my earliest convenience because he does not answer the phone, I have tried and Ford Customer Service has tried.