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:08/30/2024

  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 a 2022 ****** ***** through Benson Ford that I received in April of 2022. Since I have been in possession of the vehicle it has been through 3 water pumps (the last one in their shop taking over a month in a loaner car to receive the part and replace), had a rear axle leak (they told me would take up to a month for a loaner car but when they assessed it wanted to get me in “as soon as possible” to fix) and now a rear vent tube. Now in need of a 4th replacement water pump and conveniently for them out of the warranty period, they believe they now know what is causing it and that is contamination in the coolant system and want to do a coolant decontamination that cost $2700. But they feel bad we’ve had so much trouble and are willing to do it for $1267. They said they would put another one in but I would just need another one down the road. Anthony, the service representative, said there is a bulletin hanging up about the Ford ******* that has both the issues we are having but that the service manager’s price was the best deal he could offer. When there is a service bulletin out that has the specific problem we are currently experiencing with the rear vent tube that came out in October of 2023 and our vehicle lived in their shop from late November through late December. We pay ridiculous money for a car where there has been problem after problem and now we are being ripped off. This car is a lemon. First experiencing problems at 18000 miles and now they want to charge us for what they already knew was wrong with it on the water pump. Now that it’s out of warranty, they are trying to charge us out of pocket for what they already knew while it was still under warranty. We are wanting a replacement or a refund before we are left with a car payment on a car that eventually will not run. I was told the extended warranty would cover anything not plastic on the vehicle and now that is proving to not be the case.

  Business Response

  Date: 09/03/2024

  Ford does have a problem with the water pumps. Only recently has Ford told dealers to prevent failure of a new pump the whole cooling system must be flushed. It takes 12 hours of labor. When the pump fails it puts metal in the system so if it is not removed the new pump will fail. The customer is out of factory warranty but has a service contract that covered the pump and labor. It will not pay for the flush. I believe Ford should pay for the flush because of the vehicle history. We have made two attempts to persuade them to pay but they will not.  

  Ford recommends the vent tube for the rear end of these vehicles if used for towing which it appears the customer does tow something. This is not covered by the extended service because there is no part failure. I believe the customer agreed to pay for the tube.

  I believe we have tried every way to help this customer. We kept them in a loner and cut the labor in half for the flush.

  As stated before, I believe Ford should pay for the flush since the previous pumps were placed under warranty before the bulletin came out. We are bound by Ford's policies and procedures.

  
  

  David C*** 

  President 

  Benson Ford Nissan

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I did not agree to pay for the vent tube and that part should not have been put on the vehicle. The only thing I agreed to is putting in a water pump, no flush. This issue has been ongoing and should have been covered by Ford and while still under warranty. 
  
  Regards,
  
  ********* *************

  Business Response

  Date: 09/06/2024

  I stand corrected, she did not approve the vent tube. I'm sorry we could not resolve this short of Benson Ford eating the repair Ford should have paid for. I would write a letter to Ford explaining the history and ask them to revisit their decision to not pay for the flush. 

• Initial Complaint

  Date:02/23/2024

  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.

  I bought a Chevy Blazer from them in January 2024. Every department in the business has been a hassle. I am a surviving spouse to an Army veteran, so I was in there by myself with my 2 daughters. When I was stubborn in my negotiation , they started treating me differently. Especially since I had no trade in to give them and was financing through USAA already. The salesman lied about multiple things which was already expected. The business manager couldn't get me out of there fast enough. I think I was in his office 5 minutes or less. He totally screwed up my paperwork and caused me 6+ hours on the phone with the bank to correct it. The bank sent the money electronically to them the same day, yet 8 days later I still can't pick up my car. When I finally get it, the check engine light comes on the very next week. Great- I hadn't bought extended warranty and it was 61,000 miles. It comes on and goes off randomly. I took it to get it diagnosed and they said to take it back to them. I had just bought it! Warranty or not. I really didn't want to deal with the again, so I took it to the Chevy dealership who told me they'd have to remove the engine to properly diagnose and my best bet is to take it back for them to fix. They assured me they would be an ethical company and fix it seeing as how I just bought it. I called and left message, reached out to their used car manager via email twice, Submitted a request online- crickets! I reached out to the salesman who said yeah bring it in! So I do. They called back and said the manager told me they wouldn't fix it and I'd be in charge of the payment. I could have taken it somewhere close if I was going to pay for it. Why couldn't they respond and tell me no instead of making me drive 6 hours to their dealership?? $300 to fix it. Drive it home- check engine light back on! I didn't get warranty, but I also bought a car with "no issues". They knew. I kept up my end of the bargain, now keep up with your's!

  Business Response

  Date: 03/21/2024

  Cindy, I thought this one was resolved. We billed the vehicle and submitted it to her lender. The reason for the delay was due to the customer changing the amount she wanted to put down. Therefore, the paperwork had to be changed. My used car manager says that he did communicate with her about the issue with the vehicle. We had it in our shop on or about February 20th. We repaired the issue at no charge to the customer. We assume she is satisfied as we have not had any further communication with her.

  Thanks you,

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  This is a total lie and I'm appalled that blame is being given to me. My car is currently in the shop for the 6th time. No, it was not fixed by your establishment. I was charged $300 by you and the problem was not fixed. 

  I reached out to multiple people including your used car salesman and NEVER got a response back. 

  Courtesy call- nothing. Website inquiry- nothing. Courtesy email after purchase- email doesn't exist. Phone calls- never returned. Emails- never answered. 

  Still driving around my old car while my new car from you is in the shop AGAIN.
  Regards,
  
  ******* *****

  Business Response

  Date: 04/04/2024

  Cindy, We have no record of messages or emails from this customer. The vehicle was repaired on February 20th. After further review she was charged $295.00 in error. The service adviser closed the ticket as customer pay when it should have been internal. I will refund the amount she paid. I will mail her a check. 

  The vehicle has been in our shop only once. **** ***** has her salesperson's cell phone number. His last contact with her was on February 14th. 

  Customer Answer

  Date: 04/04/2024

  [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. 
  However, I have supplied screenshots of multiple emails to the manager. This does not include online requests or phone calls. And it does not include in person correspondence or phone conversations were they explicitly said they would NOT cover any costs.

  I took it to another mechanic and they fixed it for $400 and have not had problems since. They said they could tell a sensor was replaced previously, but they replaced the wrong sensor. 

  This was not the part replaced by Benson in February.

  I look forwarded to getting a check in the mail for reimbursement. 

  Regards,
  
  ******* ***** 

• Initial Complaint

  Date:06/01/2022

  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 purchased a 2015 Ford Edge Titanium Certified car in October 2021. The car was $20,988 and it had 75,938 miles on it. I asked if they would put more tires on the car because l needed good tires. He said it went through the 139 checkpoint, so the tires were almost new and l should get close to 100,000 on the tires. I asked for a copy of the checkpoint that night and he said that someone had to sign off on it that had already left for the day. I called back several times asking for a copy and it was always a different excuse. I went for an oil change on May 14 and l found out that fluid was seeping from the PTU, The lugnuts was strpped, The wiper nozzle jet tube was missing, l had several balancers that had fell off, and the tires was way worse they they said when l asked for them to be replaced. I done my oil change early and it was not time for a rotation, but because my balancers was falling off l had to get it done. I paid for the wiper nozzle and also the rotation and balance which in the end was a waste of my money because the tires need replaced. I ask service if they could give me a copy of my 139 check point and they told me it was never done. That is the whole reason that l bought the car because it was suppose to go through that 139 checkpoint and Certified, so it would be less worries. I went down to talk to Ryan. I had been waiting a while, So l got up to go and said to him that this was no way to do customers, because he was talking to a friend and just left me sitting there. He said come on in my office and he slammed the door and started yelling at me very loud. He tried to tell me that the 139 checkpont was done at Steve's Tires, but l called and it was not done there either. He said he was gonna call about getting some more tires in the next couple of days and l have not heard from him yet. I can't get an answer when l call. I have also called the Manager over everyone there, Mr. Crowe and left several messages and he will not return my call.

  Business Response

  Date: 06/07/2022

  This issue has been resolved with the customer. Please respond if this is not the case.