ComplaintsforBob Ruth Ford, Inc.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Ford **** *** 2016 from Bob Ruth Jan 2020, with 34495 miles. Also purchased an extended service warranty ******* *** that Bob Ruth sold us. Current mileage on car 54286. Check engine light was on, took to our local shop. Was told there is a Ford Service Bulletin on this model/year, and was diagnosed that it needs a new ENGINE. Was scoped...there is a crack in engine! Took to BR 8.17.22)and diagnosed it same. Needs new engine, common problem Ford Service Bulletin 19-2208. They contacted service company contract (that they sold us to get auth to do repair). Service company back and forth needing more info from BR saying they didn't get it when sent to the, etc. Just pushing us and BR around. This past Fri they denied the claim. Estimate is approx $7k to have BR replace engine. WE BOUGHT THIS CONTRACT to protect ourselves if a big repair like this would ever be needed. Service company wanted maintenance records - BR sent what they had from the few times it was there for recall work. But that wasn't the whole picture of tire rotations, oil changes, battery replacement, etc. Not that it has anything to do with this FORD SERVICE BULLETIN on this car! BR says they have our back, and will fight for us with this company. I have been w/out a car since 8/16 when this was first diagnosed. BR is not fighting for us regarding this FORD problem with the contract that they sold us. It is on us to pull our all records we have to prove we took care of our car with service records. They should be going to this company and talking to everyone they can to get this repair approved This is not a customer care issue or lack of care of car. This is a MANUFACTURER problem. They are not standing behind what they sold us and are not offering us help during this process. They say they have no loaner cars. Really? And the warranty company wont authorize a rental car. Wish I had a FORD service contract, we wouldn't be going thru this!

  

  Business response

  09/16/2022

  I am passing this complaint onto the service director, ****************** 

  

  Business response

  06/01/2023

  Just talked with my Service Director *****************, and the customer complaint has been handled. Customer is happy. We were able to get a loaner and the repair covered
  
  Thank You,
  
  ***** ******
  Chief Financial Officer

  Customer response

  06/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Already had a pre-approval, and was told they could beat it. Unfortunately they could not and ran my credit 6 times to try. This was not authorized by me, and they need to have 5 of these inquiries removed from my credit report. I have the text conversation attached to this along with my credit monitoring report. Please reach out to me with any questions. Text conversation was with Darian (didn't give a last name) and phone conversations with John G**********.

  

  Business response

  08/18/2022

  Hi ****,
  
  Today is the first time I received an alert from BBB in regards to a complaint. Damian A****, our general sales manager, reached out to ******************** today. I have attached our documentation. If a customer goes on our website and fills out a credit application that gives us the ok to run the credit score.
  
  Thank You,
  
  Stacy T*****
  Chief Financial  Officer
  Bob Ruth Ford Inc
  P:********************
  C:************

  Customer response

  08/23/2022

  [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:

  While the online form gives you the ok to run credit, it does not give you the right to run it multiple times to cover up a blatant lie. If you tell someone you are able to get a better interest rate (when they already have an approved loan coming into the deal) then you should possess the knowledge to do so without negatively impacting someone's credit, its clear that you did not. Case-in-point you lied about being able to get me a better interest rate while adding 6 hard inquires to my credit score, which ultimately led me to buy a new vehicle elsewhere. Furthermore, you had a manager call me to "try and resolve" this complaint, but when I explained I had already purchased elsewhere his attitude immediately changed to unapologetic. So now since you have chosen not to attempt to fix this issue, I will keep my complaint here public so others can read and make an informed decision about your business practices. I will still leave the matter open for you to choose if you'd like to make things right or not, the ball is in your court. 

  Respectfully,

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

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used truck from Bob Ruth Ford on Jan 15th 2022. Prior to my purchase, the sales rep had guaranteed that the truck was fully serviced and inspected, and that I was making a good purchase with the **** F-150. The rep seemed in a hurry to sell and never mentioned any warranty, so I asked specifically if there was a warranty included. I was told not to worry, that the truck was well taken care but for my piece of mind, I had 90 days should anything go wrong with the truck. I reiterated this to the salesman, and again he guaranteed that if anything happened in 90 days that it would be taken care of. At the 30 day ****, my passenger side tint pealed off while putting the window down. This was minimal, and didnt seem worth complaining about. A few weeks later my passenger side headlight went out, followed by my driver side headlight. I made the sales rep aware of this, got a very short response. And then was ignored for another week. The same week the motor in the truck began to idle roughly upon stopping. I drove up to *************** and made them aware of this issue. They fixed the headlights, with cheaper non led bulbs, but said nothing was wrong with the motor. I drove home, having the same idle issue, and when I arrived home the check engine light came on. I called and was told to make an appointment to bring it back. I took the vehicle in again (45 min 1 way)to again be diagnosed and was told that the intake manifold was bad and needed replaced. The sales manager did not want to cover this under warranty and offered to split the cost with me. Unacceptable seeing as how the vehicle had only been in my possession for slightly over 2 months when this happened. I was told to pick up the vehicle, that it was safe to drive while the part is ordered. 2 days after getting home the starter in the vehicle went bad. I contacted the dealership and have yet to hear back about this issue. I have never purchased a vehicle and had so many issue in such a short time.

  

  Business response

  04/29/2022

  I HAVE AN EMAIL OUT TO MY GENERAL SALES MANAGER AND SERVICE DIRECTOR TO FOLLOW UP WITH CUSTOMER IMMEDIATELY 

*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. ↩