Complaints

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

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  Jones Ford, Inc

  5757 Rivers Ave North Charleston, SC 29406-6028

• 

  Jones Ford, Inc

  PO Box 62829 Charleston, SC 29419-2829

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:10/28/2022

  Type:Customer Service 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.

  Have been getting the run around since my car has been at Jones Ford. There is a major lack of communication. I spoke with Ally my warranty company and Jones Ford has been giving them the run around as well. Mark Smith was very rude when i spoke to him. He cut me off in the middle of my sentence and over talked me. This was escalated to Marty the customer service manager, but now there is no communication from him either.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/31) */ I am very sorry that this has not been a positive experience. I can assure Mrs. ******** that Jones Ford does not "give the run around" as if the people who work in service are intentionally being difficult. We don't get paid unless we fix cars, and we can't get paid (in this case) until the service work is approved by the extended service company, which finally happened last Friday. We still must wait on the necessary components to be delivered, which again that is out of our control. Mrs. ******** did not purchase here Fusion from us and she does not get regular maintenance done here. It is our policy to reserve our service loaners for those customers who either purchase their vehicles here and/or are loyal and faithful service customers. Mrs. ******** does not qualify under either category, and yet as a gesture of goodwill, we have accommodated her with a loaner vehicle. I hope she will see that we have been kind to help her with transportation while we wait on her warranty company.

• Initial Complaint

  Date:09/21/2022

  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 brought my 2016 F150 in for an update on the SYNC, which controls the entire entertainment system. I brought the truck to them with a perfectly working Nav, Climate, etc. When I picked it up, the unit was completely broken and needing replacement. The response they post to this will likely try and take away from this point by distracting you, but those facts are irrefutable. I brought them a working truck, and the one I got back was broken. I dropped off the truck to have the SYNC updated. After a couple of days, I was informed that there was a problem, and they were trying a last ditch effort to save it. The next day they informed me that it was no use, the unit was broken. Apparently, during the update, there was some error and it left the unit completely inoperable. It will no longer power on. I have no GPS, audio controls, navigation, temperature control, or back up camera. They told me that the APIM (Accessory Protocol Interface Module ) burned out and a new one would cost me $1200. They refused to compensate me for the unit (even though it worked fine when I left it with them) and I eventually had to speak with their customer relations director, Marty M********. Marty told me that he would make a decision after the weekend on whether or not to let Ford compensate me for them breaking it. Here was his response on Monday: "You mentioned during our previous conversation that you would wait to see what Jones Ford, Inc's response would be towards customer retention. As it turns out, quite frankly, this is your first visit to our facility and we really don't have a good motivation to retain you for further business." Don't believe me? Here's a public link to that email. https://********************************************************************/ I am ashamed that Ford is training it's employees to act this way in resolving mechanical issues. Do not bring your vehicle here, they are trained to look for ways to steal from customers! Buyer Beware.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 8, 2022/09/27) */ Following a tirade of verbal abuse, Mr. ******* threatened to physically harm one of our employees (this was witnessed by other employees) and he is not welcome back on our premises. If he desires a refund of the diagnostic work we completed in good faith upon his request, he needs to supply his mailing address and we will mail him a check. Consumer Response /* (3000, 10, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just as I predicted, the focus has been taken away from their liability and responsibilities, and now completely shifted to a newly formed claim of "threatening physical violence". This never happened, and this dealership is doing & will do whatever they have to in order to avoid taking responsibility for their work. If someone threatens a worker, the usual thing that happens is the police are called. They weren't. Additionally, a prudent thing to do is to fill out a report of the incident. They didn't. And finally, if violence was threatened, there would be earlier accounts of this. This is the first time they've mentioned this (this includes various back & forth conversations on social media before blocking me). It's glaringly obvious that this dealership is. Ompletely fabricating things to avoid admitting to breaking someones vehicle. Jones Ford is shady, doesn't value customers, and will avoid responsibility at all costs. I think it's been made very clear by now, but in case not- BUYER BEWARE.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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 recently purchased a box truck 2016 model E350 from Jones Ford Inc. The vehicle was delivered to me in GA. There were many pictures online as well as pictures sent to me by the "salesman" once the vehicle was delivered there were many things that were wrong that were not in any pictures. There was a hole in the floor of my box truck," which is used for food delivery." There we're wires that had been cut and hanging on top of the brake pedal. There was mold in the two front corners of the over hang inside the box truck. Again where I would have to put food boxes to deliver to grocery stores. I would have never purchased this truck knowing about these issues. It was 40,000.00 dollars used. Now it needs repairs already to get everything up to code.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 9, 2022/09/03) */ Would the customer be willing to supply photos of these areas of concern? I wanted to send in a quick reply as we start the holiday weekend but I will send a fuller response next week after viewing some photos that involve the concern. The customer is free to share the documents he was given, but we will be limited on what documents we can share due to privacy restrictions; I will be able to share the As-Is disclaimer as well as the WE-OWE agreement.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 issue is the 2014 Ford escape have engine problems but y'all have a recall for a 2013 Ford escape but for my 2014 have a recall for bushy transmission but for 1/2 half i been having engine problems My car been going to the shop from 2019/2021 i have problems were you trying to start the car it cut off Mr Mark told me i got to move My car until the part come in because My car taking up space Jones Ford is really rude people it feels to me that it's racist to me and it's not fair I'm going to get in contact with the News thanks Jones Ford for nothing

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/09) */ Unfortunately, Mrs. ******'s 2014 Ford Escape needs a new engine (it has low compression and is losing coolant). Ford Motor Company has not issued a recall for this model of the Ford Escape and it is not up to Jones Ford to make such determinations. Mrs. ******* would normally owe Jones Ford the cost of the diagnostic fee; however that fee has been waived for her as a courtesy. Upon her own admission that she had no intention of paying for a repair, she was kindly asked to take her vehicle. If Mrs. ******* elects to pay to have her engine replaced, we will be more than happy to do the job. Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the statement i was told to move My car because it's taking up space i already cancelled My insurance and already turned in my tags the rude customers service told me when the part come in they'll call me to let me know when the transmission come in that doesn't make no sense at all . I'm trying to someone to help me to get my car from Jones Ford I'm still trying to get help to get my truck from them it's not fair at all i been treated unfairly with Jones Ford

• Initial Complaint

  Date:07/11/2022

  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 was contacted to return to Jones Ford for the recall on a camera harness (Safety Recall Notice 22S06/NHTSA Recall ******). I dropped off my car on TUE 5/31/22. The work was completed quickly and I picked up the car Thursday evening on 6/1/22. The very next day, I drove home from work, turned the engine off, and heard a "pop" under the hood. I tried to start my car back up - and got nothing. The car was dead. No dash lights, no sounds of engine trying to turn over, nothing. The following timeline of events are NOT consistent with a bad battery; but a disruption of the electrical system and function of the Electronic Control Unit(s)/Module(s). * I checked the voltage on the battery. It measured 12.4 V. So, it was clearly NOT a bad battery. * The car randomly and intermittently turned on and off various lights (in cabin hazards, signals). * The radio/nav console display and was blacked out and did not work or display the default screen menu * No power to the windows * There was an intermittent humming underneath the hood * I unhooked the battery terminals so that the battery would not drain. The next morning (6/3/22) * Battery was tested again; measuring ~12.4 V. NOT a bad battery. * A tow was arranged to bring the Mustang back to Jones Ford Service. * *** tow truck driver checked battery. Car still wouldn't start. * The *** driver hooked up external battery; and still could not get the car to start. * The *** driver suggested that something was not grounded properly; likely involving the service from the replacement of the camera harness connectors or other ground connection. Jones Ford service received my Mustang the morning of FRI 6/3/22, but unable to work on my car until 6/8/22; 5 days of sitting in Jones Ford's lot draining the battery, and irreparably damaging the battery.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 8, 2022/07/22) */ In response to Mr. ****'s complaint, in our estimation this boils down to a matter of trust. When we received his Mustang after it was not running, we ran a series of tests and it was determined the battery needed to be replaced. We called Mr. **** and explained that our computers showed a battery failure and that coincided with the normal time frame for an expected life of a battery, which on average is 5-7 years. We then asked for his permission for us to replace the battery and he agreed for us to proceed. Now that the battery has been replaced, we have asked Mr. **** if he has experienced the starting problems and lack of power; he has told us he has not. The problem was indeed a battery failure, and the solution was to have it replaced. Jones Ford has acted in good faith and we do not owe anything beyond what has been done; however, in an attempt to demonstrate our desire to provide excellent service to all our customers, we have offered a complimentary oil change and tire rotation service to Mr. **** to be performed during the next scheduled maintenance interval.