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:11/15/2023

  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 vehicle was checked into Hoffman ford October 6th after an accident. I was advised it would take about 2 weeks by ******** they were just waiting on parts. Hoffman ford refused to diagnose the entire vehicle to determine all the parts they would need to order. But they refused and only did a glance over of the vehicle and only ordered what they could see. It is now almost 2 months and I still have no car. I have been continuously told week after week I would have it back and then suddenly they need to order parts again just before Im supposed to pick it up. Its been one thing after another and is now causing a huge mental and financial strain and hardship on myself up to including almost loosing my brand new job. Hoffman does not seem to have any sense of urgency and just continues to blame things on suppliers and my insurance company but are doing nothing. Ive exhausted my 30 day rental period with insurance and forked out about another 3-$400 renting another car to ensure I could go to work and not loose my job. Ive run out of money and now still no vehicle.

  

  Business Response

  Date: 11/24/2023

  To whom it may concern,
  **. ******** 2020 **** ******** was towed into Hoffman Ford on October 6, 2023, with extensive front-end damage rendering it undrivable as ****************** stated.

  ****************** has ***********Insurance and upon the vehicles arrival to us on October the 6th , *********** had already provided us a written Insurance estimate on the vehicle which allowed us to order the parts that were on the provide estimate the same day.  ***************** was updated upon the vehicle’s arrival of our process for ordering parts and the potential time frame for vehicle repairs. 

   Parts for **.******** ******* did not arrive until October 27, 2023, due to delays caused by the then current *** strike that was affecting ********** products such as ****.  The ******* was pulled into our collision center and repairs started on the following Monday, October 30, 2023. 
  ****************** stated in his complaint that we refused to look at or glance at his The vehicle was pulled into our collision center and repairs started on the following Monday, October 30, 2023. 
  *** ******* stated in his complaint that we refused to look at or glance at his vehicle and only ordered parts for what we could see, however we did not write the original estimate nor did we look over the vehicle as all of this was done prior to the vehicle arriving to our shop by his local *********** field representative.  Per our timeline, parts were ordered immediately, repair work was started as soon as parts arrived and he was informed that the only delay would be if additional unseen supplemental damage was found upon our initial teardown. 
  

   Subsequently, supplemental or additional damage was found by our technician upon initial teardown to begin the repairs for what the Progressive estimator originally wrote. This additional damage that was found, now required the ***************** rep to be called to come to our shop to write an additional estimate for the additional repairs they missed in their initial written estimate. *********** requires that any estimate, or supplemental damage estimate needed must be reviewed and written by a ***************** rep/estimator. Upon getting the new estimate from ***********, supplement parts were ordered and repairs resumed upon receiving the new parts.

   ****************** was informed and updated throughout the entire repair process. However, in our opinion ****************** became hostile, unprofessional, and even threatening when calling into our collision center.  Regardless of the explanations that were explained or told to him of the reasoning why it was taking the time it was. Our staff continued to tell him it is not our direct doing or fault and was a delay in parts from the manufacturer (which are out of our control) and the additional damage that was found but not seen on the original estimate by the *********** estimator, which required the *********** Estimator to come back out and inspect and re-write the estimate which now required more parts to be ordered, which again the ETA of new said parts was once again out of our control.  

  Our Collision Manager had already agreed to help ***************** out and covered his rental bill from the last day that *********** covered it, as well as agreed to pay his $300 deductible which again is more then fair since again there is nothing we did wrong to place blame or fault on us during this entire transaction. We are trying to make a customer happy who clearly is not, but again it was not our fault. We have informed ***********Insurance of the entire situation and ********************** demeanor.        

  **. ******** vehicle was finished and delivered to his place of employment on November 22,2023. 

• Initial Complaint

  Date:05/07/2023

  Type:Sales and Advertising 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 a ************ *****  Constable. I ordered a 2023 Ford ******** from Hoffman Ford. My sales person is ***** ********. I signed and submitted a sales order for with an agreed on sales price of $41,565.00. I provided my credentials and court documentation. After multiple follow up calls checking status of order. Towards the end of January 2023 ***** finally responds that my vehicle is in. He said he is waiting for an email giving him authorization to sell me the vehicle. I follow up a few more times. He stated that he does have the vehicle but the price is now $46 K plus. He stated 'I have learned working through this deal." Basically he messed up his paper work and that was that. I asked him if his boss new about this situation. He stated his principles are aware of the situation. I told ***** that I am not responsible for bearing the cost of his education. That they should honor there price. That this is a bait and switch and not the way things should be done. I am now in a position: - where I either eat $6,000 plus increase. This does not include the additional cost of upfitting the vehicle. -Continue conducting court work in an aging vehicle (I do prison transports as well). My personal safety is at risk. While waiting on Hoffman Ford to do the right thing. -Start this prosses over again somewhere else and hope there company representative has finished there education process. Or there principals care that this makes their company look bad.

  

  Business Response

  Date: 05/09/2023

  Dear BBB Handler & **************
  Management at Hoffman Ford is aware of the pending transaction for *** ***** on a 2023 Ford Police ***********. With that said, in our opinion only part of the story was told in the BBB initial complaint by *** *****.   *** ***** is correct in saying that he contacted ***** ******** our commercial/fleet salesperson in regards to purchasing a Ford Police Interceptor ******** back at the end of 2022. *** ***** stated to ***** that he was a ************ ***** Constable serving **** County and had interest in placing an order for a Ford Police Interceptor. ***** presumed as you can see from the quote provided by in the attached PDF that *** ***** provided that the “County of ****” was going to be the purchasing agency of the 2023 Ford Police Interceptor ********, as this is who ***** addressed the quote to.
  
  When a Ford Dealership like Hoffman Ford is going to quote/order/sell a New Police Interceptor or Emergency response vehicle it has to be sold to an approved government agency such as the “County of ****”. Once the dealership/salesperson knows who the agency is there is an internal system that the selling/ordering Ford dealer logs into and enters the agencies name and/or Fleet Identification Number (FIN) assigned to them by Ford Motor Company to see if they are an approved Agency and to retrieve what the preset discount is that Ford Motor Company has preset to be for that agency for the corresponding model and year they are looking at.
  When ***** logged in to this internal system and input the “County of ****” and their FIN and selected the model he was quoting/ordering/selling them a 2023 Police Interceptor ******** the system told him to discount the vehicle’s MSRP by the preset $6,143 assigned to this approved Agency. ***** continued to put together the official quote for the “County of ****” and sent it to *** *****. As most government approved agencies, especially counties, such as the County of ****, are Tax and Fee exempt in the State of Pennsylvania, ***** under the presumption that the county would be purchasing this unit, he removed the associated tax and fees from the quote to get to a bottom-line price of $41,565 for the County of **** to purchase the 2023 Ford Police Interceptor ********.
  
  ***** put the quote together and sent it over to *** *****. *** ***** agreed to the quote to order the new 2023 Ford Police Interceptor ******** that was provided.  At that time, no remarks were made by *** ***** to change anything on the quote so ***** placed the order on 9/2/22 for the vehicle to be ordered under the County of **** and requested *** ***** to get him a signed purchase order. The quote sheet in which *** ***** signed clearly shows that the requesting quote was presumed for the County of **** and lists the mailing address and FIN for the County of ****, not *** *****’s personal name or address. *** ***** simply signed the quote sheet that ***** provided on 9/7/22.
  
   In February of 2023, *** ***** contacted ***** wanting a trade appraisal on his personal vehicle to apply as a potential trade-in on the new 2023 Ford Police Interceptor ********.  This is when management had to ask ***** a few questions about the transaction as it did not make sense that a individual was going to be trading in his personal vehicle on a government purchase. When questioned and brought to light, it was discovered that *** ***** had the intentions of trading his personal vehicle in and that he would be purchasing the 2023 Ford Police Interceptor personally/privately as an individual and not the approved agency of the County of **** as ***** originally presumed.
  
  Once this new information was discovered, and it was now known by ***** that *** ***** was planning to purchase this 2023 Ford Police Interceptor privately as a ***** Constable and not the County of **** purchasing it for him, the internal process of trying to get Ford Motor Company to approve *** *****s individual/private purchase began.
  
  Upon knowing this, Ford Motor Company will allow us as a dealer to sell a “stock unit” to an approved individual (Deputy, Sheriff, or Constable) but the decision to sell a Police Interceptor Vehicle to these above individuals must be approved directly and solely by the Government Sales Manager at Ford Motor Company.  These above individuals are not allowed to order a Police Interceptor vehicle from Ford directly (as we did to an approved agency), but are able to purchase one out of dealer stock inventory (when Stock inventory is available). These above individuals also do not qualify for the same preset discount that was provided to the government agency in this case the County of ****. The Government Sales Manager of Ford Motor Company determines what the preset discount will be that is passed on to an approved individual for the model and model year of vehicle. 
  
  ***** now had to ask *** ***** for his Constable credentials and signed letterhead showing the use of the vehicle to send up to the Government Sales Manager of Ford Motor Company for individual approval and to determine what preset discount Ford Motor Company was going to provide on the vehicle. ***** explained to the Ford Manager that the vehicle technically was ordered under the “County of ****” and that the vehicle was not “stock inventory”.  The government Sales Manager agreed to still allow him to sell the 2023 Ford Police Interceptor to individual State Constable *** ***** but would only grant a preset discount of $1,000.  Since *** ***** was approved by the Ford Motor Company Government Sales Manager and would be purchasing the 2023 Ford Police Interceptor privately as an individual, he would now be responsible for the difference in the price of the vehicle plus any applicable taxes and fees due as an individual purchaser who is not tax exempt.
  
  Once the vehicle arrived and understanding there was confusion on who was purchasing this vehicle, management at Hoffman Ford decided to help *** ***** as gesture of good faith by providing a dealership goodwill credit towards the transaction of $2,625 to be applied as a discount towards the purchase price.  With this goodwill credit and Ford’s approved preset discount of $1,000, the new transaction numbers that were presented verbally to *** ***** as an approved individual for the purchase of the 2023 Ford Police Interceptor ******** would now be $44,065 plus applicable taxes and fees of $2,933.37 for a balance due of $46,998.37.
  
  To date, *** ***** is not out any monetary funds in the transaction and is in no way obligated to purchase the vehicle if he so chooses. We at Hoffman Ford have extended what we feel is a good faith gesture of the goodwill credit for the confusion that occurred in understanding who the vehicle was going to be purchased by.

  Please keep in mind that if the County of ****, as the originally approved Government Agency, was the ones directly purchasing this unit from us at Hoffman Ford the original price of “$41,565” could and would still be honored and no taxes or fees would need collected as the county is tax and fee exempt.
  
  In closing, we understand that *** ***** does not feel this is right, but due to our understanding and the information we looked through we disagree with him that we should have to honor the original quoted price, since you can clearly see ***** was quoting and presumed the County of **** at ** ** ****** ******, **** PA ***** was the purchasing Agency and not to *** ******* *****.   We are required to follow the policies and procedures set forth by Ford Motor Company for government emergency responder vehicle sales such as this 2023 Ford Police Interceptor and Ford Motor Company is the one who preset the discounts ***** used initially presuming the purchase was going to be made by the County of **** vs. the now purchase by *** ***** as a private individual serving as an Approved ***** Constable.
  
  Understanding there was a misunderstanding during the ordering process of who was purchasing the vehicle we at Hoffman Ford are trying to make it as right as we can by offering the good will credit of the $2,625 to be applied as a discount towards the purchase of the vehicle if *** ***** decides to move forward.  *** ***** can either pay cash/(certified check) or choose to finance the purchase balance due as an individual of $46,998.37 if he decides to move forward with the purchase. If he decides to not move forward with the purchase the goodwill credit provided by Hoffman Ford will expire and he has no obligation to purchase the vehicle and will not be out any monetary funds.
  
  -Hoffman Ford Management  

• Initial Complaint

  Date:02/14/2023

  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 dropped off my car for service on 2/9 requesting "the works" which includes checking fluids, tire rotation brake inspection and a few additional items. One of the items they advised needed fixed was back brakes. Initially I gave approval and set another appointment for Monday 2/13. But after relaying the issue with multiple people over the weekend and all advising there had to be a mechanical issue Monday morning I went in to talk with them. Hoffman Ford had just put back brakes on the car in seven months earlier and the car was driven less than 6000 miles. When they refused to stand behind their work I declined to trust them to preform the work a second time. When I was presented with the bill I was charged 52.50 for "brake inspection" but brake inspection was also part of " the works ". I questioned the second charge and was advised if I allowed them to do the work I wouldn't have the second charge of 52.20.. I was charged for the same work twice, as part of the works at a cost of 74.94 then the separate charge of 52.50. I am looking to be refunded the second charge. I am attaching the bill which clearly shows both charges as well as a coupon which shows brake inspection as part of the works.

  

  Business Response

  Date: 02/28/2023

  **************,
  We appreciate your feedback provided on your visit to Hoffman Ford, but never was this concerned expressed to us while you were on site or anytime after your visit.  You are correct that you should not have been charged for the Brake Inspection fee during your visit on February 9, 2023.  The amount paid of $52.50 is in the mail as a refund.  Even though you specifically requested us to check your brakes, the "Works Package" you had completed on your vehicle for an oil change and tire rotation, includes a brake inspection.

  With that said, ***************************, your service advisor, stated to you in your call on February 10, 2023, that your brakes are very warped from overheating and extended pressure which has been caused by excessive pressing/riding of the brake peddle and/or hard braking while driving.  This is unfortunately is not covered under any warranty or parts coverage and is a wear item on your vehicle.  We understand your frustration with the brakes on your vehicle, however as you stated to us this same concern seems to be an issue you have had since you purchased the vehicle from another dealership and not Hoffman Ford.

  Again we apologize for this inconvenience but again we have fully refunded you for the amount paid for the brake inspection.

  Thank you,

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

  Assistant General Manager

  Customer Answer

  Date: 03/10/2023

  [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:I did address the double charge with  ******* prior to paying and the cashier heard it all. ******** advised since I refused to let them do the work again I owed the charge and it was evident I was not getting my car back until I paid. I was not going to bring up the shoddy work they did but since they did here's the story. Hoffman Ford put new brakes on the back on July 5, 2022 and advised at the time front brakes were at 50 percent. When I took the car back in the beginning of February they advised front brakes were low but back brakes were very bad and back rotors needed replaced. There was a total of 6000 miles between July 2022 and February 2023.They maintain I had to ride my brakes constantly to wear them out that fast. But I have to question- If the front brakes were at 50 and the back at 100 percent how is there still front brakes on the car? Neither ******* nor the service manager could answer that question but I have a letter going to the dealership service department to see if any of them can answer that question. I fully reject their response and would advise against using Hoffman Ford Service Department for anything. I found it interesting they brought up the ongoing brake issues with the car (brakes replaced three times within 50,000 miles miles. Try typing 2008-2013 Ford****** into ****** and all you see is brake issues but neither Ford nor the Ford dealerships will acknowledge or fix their issue. Never will I buy another Ford product and I have owned more Ford's than any other car......never again. One more thing I had been dealing with Hoffman Ford for several years and received a survey with every visit UNTIL now.....I guess you only get a survey if you leave happy..... is that why your ratings are high. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/29/2022

  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 had to have my car towed the day after having it served when I called hoffman I was told it needed a part that would take a YEAR to come ok I can understand but thay wanted me to auction off my car if thay could fine a used part or look in to buying another car I'm retired i thought this car would be my last car i got this car in 2017 brand new it's only 5 years old I was offered a rental car for maybe 5 days I can not afford that never offered a loner car thay only have rentals this was told to me by my service adviser I did get a phone number for ford customer service i called I talked to a lady name Mary she said I'm initialed to get a loner car that never happened no one ever called me I called them and guess what Mary was never in and her messages was full so some one else got on the phone the person asked for my phone number and i asked her was she going to block my number like Mary did Marys numer is ********** ext.***** no satisfactions I've been with out a car for a couple of months I am so hurt and disappointed and I don't know where to turn or what to do I hope you can help me get the Hoffmans to help me

  

  Business Response

  Date: 12/19/2022

  On October 17, 2022 *** ********** brought her 2017 Ford ***** to Hoffman Ford for an intermittent stalling concern.  The problem was diagnosed, and the recommended solution and repair is to install a new TCM (Transmission Control Module.)  We determined that *** **********’s 2017 ***** was not covered under a Ford Extended Service Warranty nor under any current Ford Motor Company service program for the TCM replacement.  Currently TCM’s (Transmission Control Module)  are on infinite back order from Ford Motor Company as we have other customers waiting for them as well.  Since *** ********** is not covered by any Ford Motor Company service program, warranty, or an extended service warranty, her TCM would be customer pay and will require her to pay out of pocket for the necessary repairs once the part arrives.     Unfortunately, due to the perimeters mention above **. ********** is also not eligible to have coverage for reimbursement for a loaner vehicle by Ford Motor Company.  With that being said we have offered *** ********** several solutions to her situation: 

  -We have offered her a 3rd Party Rental vehicle at her daily cost of $40 per day until the TCM comes in and her ***** can be repaired (which is an unknown ETA). 

  -Our Pre-Owned Sales Manager appraised her 2017 ***** and has discussed the option of trading it in as it sits on a new or pre-owned vehicle. 

  We have communicated this and informed *** ********** of her options, but no resolution came of our possible solutions.  At this time there is nothing more that we at Hoffman Ford can do except continue to reach out to Ford Motor Company to continue to try to escalate the production & shipment of *** **********’s TCM, as we have already done, and continue to try to push them for a faster ETA, but this is out of our control.

  Thank you,

  Mary P****

  Assistant General Manager 

  Customer Answer

  Date: 12/23/2022

  I' rejecting the response  because customer service  and the person I talked to name was Mary she told me I could get a loner car winter nominee out of my pocket  and I got the run around from her and yes thay offered to buy my car for 2500 dollars or to buy one of their cars something I will not do inever wanted to sell my car and I will never ever buy a car from Hoffman ford I'm really disappointed  inthem hopefully  when that piece come in and thay fix my car it's fixed right and I know I have to pay out of pocket to have it fixed and the cost their charging me is 900 dollars also I want to know why the piece I need is not a recall on that piece since  finding out that my car is not the only car that needs that same piece I want to thank the person that responded  to my complaint some I thought would never happen  this whole  thing is a big messa very unhappy customer 
  
  Regards,
  
  ******* ********** 
  

• Initial Complaint

  Date:10/26/2022

  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.

  After initially refusing to repair my Ford ******** for 2 weeks, they finally agreed to make the repairs. The vehicle was delivered to the dealer on August 16, 2022. It's been 71 days and the vehicle is still not repaired. On multiple occasions they've advised that the vehicle would be ready but none of those promises were kept. My insurance company has made several visits to make payments and monitor progress but the vehicle is still none ready for pickup.

  

  Business Response

  Date: 11/14/2022

  To Whom It May Concern: 
  **. ******'s 2020 ******** was delivered to us on August 16, 2022 as his statement suggests. Hoffman Ford, however, did not refuse to repair his vehicle for two weeks as he is claiming.  Collision Center, due to both an influx of prior scheduled collision repairs and the supply chain issue for the distribution of automotive parts that most suppliers are currently experiencing since the COVID19 pandemic, has caused our collision center and many others to be scheduling collision repairs out sixty days or more after the initial collision estimate.   
  As ****************** is a paying customer just like everyone else, he was told he would have to wait until our collision repair schedule allowed us to fit his vehicle in for repair.  When our staff told him that we were scheduling out that far in advance, he felt this was not being truthful and felt it necessary to send angry and threatening emails to our management staff as well as to contact Ford Motor Company directly to complain.  During these interactions he was told the same thing our Collision Center staff had told him initially and was informed that if an opening became available sooner, we would notify him. 
  An opening did become available and we were able to fit **. *******'s 2020 ******** in. However due to parts delays and additional supplemental damage that was discovered during the repair process required **. ******** insurance company to return to Hoffman Ford to inspect the damages on several occasions that could not be seen until the vehicle was disassembled.  At no time was the insurance company, ************************* monitoring progress or making payments to Hoffman Ford. If by monitoring, ****************** means that his insurance company were the ones who had to come inspect and approve the supplemental repairs then yes, as their policy is to approve all supplemental damage(s) in person by a certified insurance claims adjuster. The adjuster approved all supplemental repairs to his vehicle.  This above process executed by most insurance companies for supplemental repairs, does unfortunately, slow down the collision repair process for us as it becomes a waiting game to repair, but we have to follow the insurance company's guidelines.

  **. *******'s ******** was repaired and was returned to him on November 1, 2022 according to our records.

  Thank you,
  
  Mary P*****
  Assistant General Manager
  Hoffman Ford

  Customer Answer

  Date: 11/16/2022

  [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: The response from the business is inaccurate.  First, my complaint did not state that Hoffman refused to repair the vehicle.  They did refuse to allow it to be towed to their lot.  This refusal caused a delay of 2 weeks and cost my insurance company $1,000 in storage fees.  Also, Hoffman Ford and their employees as well as a Ford executive employee blamed the insurance company for the delays on multiple occasions when in fact, the insurance representative was diligent about inspections.  Lastly, the description of my email communications as "Angry and threatening" are misguided and goes to the low business integrity of this company.  The emails questioned their policies and did advise that I would not be doing business with them in the future.  I received no responses from the so-called owners of this dealership to explain or apologize for this obvious failure on their part.
  

  Regards,
  
  *****************************