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:09/11/2024

  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 Purchased a brand new truck and brought it in for warranty work. Bear in mind that the work I was asking for them to complete was a common issue that everyone elses local dealerships were able to correct. But not Jenkins and Wynne. They fixed 1 of the 4 issues I had brought up. Then when installing decals they scratched my truck. I filed a complaint with **** corporate and the dealership reached out and said that they had pictures showing the scratches were already there. But could not produce them to **** and myself. After all of that, the decals were not even centered correctly. So it would cost me double to get the decals put on. ***** the service manager reached out and offered no solutions to anything.

  

  Business Response

  Date: 09/13/2024

  Mr. ****** came in the first time on 06/12/24 with three concerns. He purchased the truck somewhere else so we have no known history on it. Mr ******* concerns: The driver side front door was not aligned properly causing a wind noise, the driver side door had to be slammed hard to shut, the rear seat did not latch properly, the center display was distorted. We are not sure if the truck came like this when he purchased it and/or if the selling store already had awareness or attempted the fix.Nevertheless, we had the **************** align the door to fix the noise, no problem found with the seat, and ordered a center display.  He picked his vehicle up and then called us back and said he was never coming back so we sent the part back to Ford. It is a special order part and not one that we keep in stock. He came back on 07/05/24 we sent the truck back to collision and had them recheck the door, but found nothing wrong with it.  We also reordered the center display, again, per his request.  At that time our **************** installed his decals for him at no charge.  He returned on 08/01/24 to have the screen installed. He then sent a **** survey back stating that he was unhappy with our service and would never be back again.  We were never informed about scratches until his ****** and this BBB complaint. We have attempted multiple times to satisfy Mr. *************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22272705
  
  I am rejecting this response because: I have called multiple times and spoke to ***** on the matter of the scratch. **** has called and requested the before pictures of the scratch. I sent the picture directly to ***** right after I left the dealership. The door was not aligned properly because it still doesnt shut right and the wind noise is worse than before. All of these concerns Ive voiced multiple times with the dealership. Theres a running log of all the times I have come in for service. I get the same nothing can be done response after they have my truck all day. I will pull text logs of pictures sent to the service advisor while I was still in the parking lot. The truck had 900 miles on it for the first appointment and it was brand new from the factory completely stock. The whole we didnt know excuses is entirely false. Ive been involved with your dealership for over 6 months and still dont know how to correctly spell my name is a small indication in the lack of professionalism and customer service provided by the dealership. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/19/2024

  Jenkins and Wynne placed the decals on as a courtesy and did not charge ***** for the work. Multiple employees looked at the vehicle after the decals were installed. Each employed verified, separately, that there was not any damage. We have re-verified today with the employees. We also have re-inspected the door a couple times. Separately, the **************** and the ************ Shop inspected and did not find issues with the door. The name in our system reads ***** ******. If this is not the correct spelling, we are glad to change it. This is the first we are hearing about an incorrect spelling. We verified this spelling in our system today. ***** informed us on 2 different occasions that he was not going to do business with Jenkins and Wynne. Yet, he still comes. And we keep serving him the very best we can. We have been in business for 71 years. Customer satisfaction is behind every decision we make. If we werent pro-customer, then we would have lasted this long nor would we have a 4.6 ****** review with over ***** reviews. We have also been voted many times, to include this year, Best Place to Service a Vehicle and Best Place to Buy a Vehicle. We care about serving our customers for generations. We have tried hard to satisfy Tylerto include multiple inspections and free labor. We do care.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22272705
  
  I am rejecting this response because: I have before and after pictures of my truck and can with a shadow of a doubt prove the employee scratched my vehicle. I was very grateful they put the decals on for free, but let me reiterate you cost me twice as much now and scratched the truck. The decals were put on half assed and I would have gladly paid an actual shop to do it correctly. Now I have to order new decals and pay a shop. In reference to my name nearly every message sent to me the employees spell my name incorrectly. In reference to the door, again youre the only dealership out of about 30 now that are somehow unable to fix the door issue. The number keeps going up when reference issues on the forums. Every time Ive complained a Manager has reached out and offered to make it right. They have much truck a full day and nothing is fixed. Its a waste of time. As for your reviews, you literally have employees asking for a good review in order to get them a better deal. Before I purchased my truck I went there on 3 separate occasions looking at Explorer STs and every time no matter what employee I worked with said I can guarantee you a great deal but youd need to make sure to leave a good review. So save me the c*** about quality service, you try to poach good reviews by offering discounts. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/16/2024

  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.

  We brought our vehicle into the collision center to be fixed. We were given a timeframe of 3 weeks, however when we called for an update we were told they were waiting on parts (no issue here, that happens). We asked when the expected arrival of the parts will be and we were told that it is unknown. I feel there should be some sort of tracking on ordered parts. I then asked, since it could be a week or it could be 3 months if we could get a loaner car. I was told they dont do that (which is false). I know for a fact people Im close to get loaner cars instead of getting a rental car for thousands of dollars and several months. *** contacted three different people trying to resolve this issue, with no luck. Ive purchased three vehicles from this location, however I guess that doesnt matter either. The inconvenience this is causing is incredible and its about to be detrimental.

  

  Business Response

  Date: 08/20/2024

  This *************************************** the recent hail storm. At this point in the repair, the vehicle needs a roof panel. To be proactive we had all the Painless Dent Repair work that could be done to help expedite the repairs. Due to the volume of roof replacements from the hail storm, hers is next in line. We have been in regular contact to keep her informed of the repairs. Replacing a roof is a very time consuming procedure. All the parts are now here and accounted for. The replacement parts do not all ship and arrive at the same time. We also spoke to her Husband and gave the option of driving the Explorer while waiting on the roof panel parts to fully arrive. They opted out of this option and opted to keep it at the ****************.  ****************** doesn't have any rental coverage with State Farm that weve been made aware of. Jenkins and Wynne is not responsible for coordinating with each customers ***************** regarding rental coverage. That responsibility falls solely on the customer as each policy is unique to them. Our Sign In Form that ****************** signed, July 29, 2024, states that if the repair lasts longer than the rental coverage that Jenkins and Wynne is not responsible for any charges. We apologize for the delay. Not ideal for anyone. Our **************** team members have been working overtime to help move the repairs as quick as possible. Fortunately, the Explorer is next in line. We will continue to keep ****************** informed on the status of her repair. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22151576
  
  I am rejecting this response because:

   

  Per the message from the dealership, they stated they have been in constant contact, which is simply false. All contact has been initiated by us and never once did they provide information on their own. Furthermore, their solution was to remove the dents, and let us drive our car until the point the roof and hood arrive to be replaced.  Our windshield has a large crack that has continually gotten worse (this seems like an obvious safety hazard) as well as per TCA 55-8-165 Ive would argue that it creates an obstructed view which is illegal to operate under.  As far as this solution, if we were to choose to drive our vehicle until the replacement parts come in, that still requires us to not have a vehicle for whatever unknown timeline that requires. Initially upon meeting, we were told three weeks and I fear this will be complete in approximately two months or more. The collision center has been zero help-and Fords website mentions loaner cars as on option but it is up to the dealership (according to ****** Weve spent approximately ****** dollars here and planned to purchase more vehicles from this location-while I think that has passed I do not accept the resolution that is actually no resolution in many more words. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/22/2024

  
  This vehicle came in with significant damage, over $13,000 worth. This is not an overnight job and it was communicated that it will be a lengthy repair process once we could get all the parts in. The vehicle came in with a broken windshield and a roof and a hood that had to be replaced. 
  We were not able to repair the windshield due to the roof panel replacement.
  We did not replace the windshield ahead of time as it would have broken if we would have removed it without having the correct roof panel replacement in place. 
  Regarding the insurance coverage we have no control over it. We dont provide rental cars on collision work. 
  We are working hard to find a way to expedite your repair. We review this every morning with the team. You remain a priority. We have had a tremendous amount of work due to the recent hail storm and every customer is urgent to receive their vehicle back. We understand how stressful it is to be without a vehicle. And have compassion on your situation. 
  We are trying to shorten the repair time as much as possible to get your vehicle back to you. We care! 

  Customer Answer

  Date: 08/26/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/30/2024

  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 had my wife take my vehicle in for servicing on 2 different occasions as we were in the middle of relocating and I was unable to do so myself. When my wife finally made it to our new resident I noticed my headrest had been changed. They were the originally black but were switch to grey ones. Unfortunately, my wife was not able to tell me the date of service this incident occurred on. *** tried to address the matter with the company directly but Ive yet to get a response or resolution.

  

  Business Response

  Date: 07/01/2024

  We deny this alligation. The ******** truck came into our Quick Lane for an oil change on 05/14/24.  It returned on 05/30/24 for a battery replacement that was recommended on the previous visit.  All of the work was done under the hood, and no work done to the interior.  We watched video from both visits and at no time did we see anyone remove anything from the interior of the vehicle. The headrests came in gray and left gray...both visits. Headrests are clunky and would be noticible if removed/replaced. The Technician only worked under the hood for the oil change and battery replacement. The vehicle was driven by the ****** (who only drives vehicles and has no access to making changes on vehicles) to the bay and back from the bay- you can also time stamp this on camera.

  **************** and ***************************, ************ Manager, disucssed the concern and the video footage after the second visit- in person, first, and then via phone.  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21924050
  
  I am rejecting this response because: I am certain my headrests were removed. My vehicle hasnt been serviced or driven by anyone else. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/11/2024

  Jenkins and Wynne does not keep headrests in stock. Headrests are special ordered. Therefore, we did not have headrests to place in the vehicle. The 2 services that were completed were exterior services. Nothing interior. As previously stated, and per the video, the vehicle was driven in as is. Headrests were not changed at Jenkins and Wynne.

• Initial Complaint

  Date:03/15/2024

  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.

  The paint started peeling off it and its a known issue with the lightening blue vehicles contacted the company and told them i bought simonizing because they told Be in would cover the paint and now they have been telling me nothing they can do cause its out of warranty. Should be a recall on the lightening blue to do something to protect the paint from a known issue

  

  Business Response

  Date: 03/19/2024

  We have contacted ***********,he is going to come by on Friday the 22nd of March for us to inspect and present to **** for possible assistance on repair.We will let him know as soon as we have a decision from ****.

  

  Business Response

  Date: 03/26/2024

  ************ came to Jenkins and Wynne on Friday March 22 and met with ***********************, Parts and Service Director. **** opened a case with ****. This is ************ first time to Jenkins and Wynne regarding the paint issue. Up until this point, Jenkins and Wynne did not have record that the paint was an issue for ************. Fortunately, **** agreed to help off-set the cost. **** spoke to ************ via phone on Monday March 25 to review the case information. ************ agreed to pay the remaining money. ************ is out of town for work but agreed to call *********************** to schedule an appointment to bring his truck in to repair the paint- when he returns home. Jenkins and Wynne will paint the hood and the roof. 

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 paid of my 2019 ***** *** in June of 2022 which was financed with ***** Finance. I had an extended warranty on the *****. I traded the ***** in on a 2022 ******* ****** and was told that I was entitled to a refund on the extended warranty of over $1200. I went to the ***** dealership and submitted my request for a refund on the 16th of July 2022 and was told I would be notified when the refund was ready. I have waited a month and have heard nothing from the ***** dealership. I called today, August 16th, and was told that they would check on it and called right back. I waited for an hour and a half and then I called ***** Finance. The lady was very rude and short with me and said that I must give them the odometer reading on the ***. I asked why I was not notified of this before now. She just said the odometer reading was required. I obtained the odo reading and called back. No one would answer the line and I left a message for them to please call me back and I also left the odometer reding on the recording. That was two hours ago and I still have heard nothing.

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/19) */ We are very sorry for the frustrations the delay has caused. We were not able to process the cancellation request until we had the Odometer paperwork in hand that stated the current mileage of the vehicle being traded in. We did reach out to the Customer via phone to notify him that we couldn't process the request until the correct miles from the trade-in were documented via the Odometer Statement. Unfortunately, we are not allowed to accept a verbal answer on the current mileage. The customer traded the ***** into a different Dealership. In doing so, the other dealership was not allowed to give us the official Odometer Statement. It had to come from the customer. Due to the privacy of this transaction, the other dealership wouldn't release the information with the customer's information. The other dealership would have needed permission from the customer for this info to be released. Our Manager made arrangements with the customer to pick up the Odometer Statement at his house on the evening of Aug 18. The Odometer Statement has now been obtained and we have officially turned in the request for cancellation as of Aug 19. The prorated refund will go back to the customer via a check from Jenkins and Wynne. It normally takes up to 3 weeks and then we mail it to the customer. Consumer Response /* (2000, 7, 2022/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was originally told the refund would take up to 4 weeks and NOTHING was said about providing them with the odometer reading until I called the business four weeks later for an update of the status of my claim. Then I was told they needed the odometer reading. It just appears the business is not interested in paying me anytime soon. I was told when I turned in the paperwork on the odometer reading that I would receive a check within a week. When I receive a check for the proper amount, I will consider the case closed.