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:01/15/2025

  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.

  Dec 23,2024 - purchased car. No detailed sales agreement provided. Asked salesman numerous times for one. Jan 2,2025 - received detailed agreement and discovered added warranties, service taxes and maintenance fee. 5000 down payment not applied before TN taxes charged. . Contacted salesman numerous times. Emailed general manager ** *******. Jan 7, 2025 - contacted by **** who told me 3500 warranty cancelled and 200 maintenance fee cancelled and check would be sent to Knoxville Credit Union to be applied to my principal. He would check on service taxes charged for this warranty. I asked for coating warranty to be removed but he stated an application had been made but I have no documentation it happened. All I was told was the car would be washed and filled with gas. Jan 13, 2025 - left VM for **** asking for update. No return call Jan 14,2025 - left VM for **** asking for update. No return call. Emailed ** ******* explaining situation and ask that it be resolved No answer.

  

  Business Response

  Date: 01/30/2025

  As noted in the customer's follow-up note, we have processed the cancellation in full for the cancellable products purchased on this deal (attached). Our controller is also working on a sales tax refund request for the taxes that were collected on those products as the customer requested. The down payment amount does not affect the sales taxes on the transaction because the sales taxes are based on the price of the good and/or services purchased and are not dependent on the method of payment, so we were unable to adjust the sales taxes collected on the vehicle sale itself. As the customer has noted in her original response, the Excela Protect Appearance Shield is not cancellable product and the limited warranty on that product will remain in effect until the term on the agreement she signed expires or she no longer owns the vehicle. Since the customer noted difficulty in reaching managers during busy periods, she has also been provided with the direct contact number and email address for our General Sales Manager in case she has any further need of assistance.

  Customer Answer

  Date: 02/17/2025

  Hello - what is the status of this complaint. I have a witness that I did not agree to this warranty. I know they added paperwork to my loan.  I believed I was signing - on ly basic loan. Nothing was explained to me. This has gone on long enough.  They need to cancel this warranty and refund to my loan. 

  Thank you

• Initial Complaint

  Date:09/05/2024

  Type:Order 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 got a car from ford and got gap insurance when I bought the car. I called last week asking about my gap insurance and they told me I canceled it in 2022 and I know 4sure I didn’t cancel it.

  

  Business Response

  Date: 10/04/2024

  The GAP cancellation was processed on 7/172022 at the request of the lender, who sent funds directly to customer (see lender letter attached). Customer states he never received funds and we directed him to the TN lost property site ********************************************************************************************* to claim the uncashed check if that is the case. If there are any funds still due the customer, they are due from Wells Fargo because the cancellation funds from the dealership have already been processed.

  We have been in contact with the customer regarding this issue and will speak to him today to ensure he has all the necessary information to get any money due him.

• Initial Complaint

  Date:07/22/2024

  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 bought the car 2 years ago in Nov, iin Apr I needed break shoes. Took car back and they put on new roters they said,that I didn't need. When I left my car started acting funny,so when I got home I called them back . They said they couldnt get get to me til Aug. In Aug it was put off til Nov,in Nov put off til Feb in Feb put off til Mar, in Mar put off til July4th. On the 3rd of July they called and said they had to reschedule again. I am tired of being given the run around. My car sounds like it's falling apart. Things they were to fix1I1in Apr,they didn't touch. Thank you

  

  Business Response

  Date: 07/24/2024

  We have contacted the customer and she is bring the car in next Thursday ( Aug 1 2024 ) for us to review her concerns. She was very happy to get in and that was the day she picked for us to look at her concerns with the car. She was happy with that and feel we can closee the case.

  

  Business Response

  Date: 07/24/2024

  We have contacted the customer and she is bring the car in next Thursday ( Aug 1 2024 ) for us to review her concerns. She was very happy to get in and that was the day she picked for us to look at her concerns with the car. She was happy with that and feel we can closee the case.

• Initial Complaint

  Date:04/10/2024

  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.

  A bolt on my 2003 ford expedition that goes to the power steering pump broke off into the block, and keeps breaking the belt. We called Johnson City Ford and they told us that it would be no problem for them to get the bolt out and put a new one in. We got the car towed over to them and they called and told us that they could see the bolt that was broken but they where going to do some more "research" before having the mechanic take the bolt off. They call again and tell us that it doesnt have the correct motor in it and that with the high miles that is on it we should just trade it in. When asked if they could not just take the bolt out they said well we could but with all the stuff we would have to take off it would be at least $2000.00 even though they said they could clearly see it. This car has sentimental value to our family car it is also the only car we have with 3 kids. We where able to drive my father to his final resting place using this car and we simply just want the bolt taken out and a new bolt back in. Also i have spoken to the corporate office of the Ford Company and they tried reaching out to Johnson City Ford but they didnt answer and did not respond to the voicemail that was left for them to call corporate back.

  

  Business Response

  Date: 04/30/2024

  On this ticket, the bolt in question cannot be effectively removed without either dropping the engine or removing the radiator and key supports. The visibility of the bolt is not the issue, the angle of approach is. Improper removal could damage the engine and cause even more extensive repairs to be necessary. If the customer would like to approve the labor time necessary to do the job properly, we would be glad to button everything up on this ticket. Unfortunately, this is not a quick and easy job, nor can we guarantee that the replacement of this bolt would guarantee that the issue with the belt tension would be resolved because of the previous repair work that has been done on this vehicle. While we are willing to work with the Scism family to help them get this vehicle running, we also have an obligation to give them honest feedback about their situation. Based on the current market value of the vehicle, it does not make sense to invest this much money in the repair. However, understanding the sentimental value of the vehicle, we are willing to proceed with the work anyway if they are willing to give authorization. 

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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.

  The following is a copy of the email that I sent to Johnson City Ford concerning my purchase on August 5, 2023: Hello, I looked online at the purchase price for the Nisan Frontier which was listed at: $18,994. On the Retail Purchase Agreement, the cash price of the vehicle was listed at: $20789. THis is a difference of $1795. I called ***** and was told that the additional cost was due to the detailing contract which I was offered but specifically denied wanting. This feels exactly like unethical sales methodology. Even if I had agreed to 3 years of detailing, the price would have still prevented me from agreeing to it. But I clearly refused to the addition of "detailing". For the salesman to switch prices and lead me to sign without noticing the difference is wrong. I hereby request a refund and an agreement to the stated online and on the registration which I received from your office. Awaiting your response, I request that you contact the dealership and attempt to resolve this matter. All of the facts listed above can be verified by me ( a copy of my registration, and the price on the Retail Purchase Agreement, a difference of $1795.

  

  Business Response

  Date: 10/03/2023

  There are several inaccuracies in the original complaint that can be seen in the attached documentation. First, the advertised price on the vehicle when the lead was received was $20,201 plus taxes, tags, and fees (Original Lead, page 2). We offered a VIP price of $19,994 plus taxes, tags, and fees in our initial email communication (Initial Pricing Email, page 1). When the customer arrived at the dealership, we wrote up a deal sheet itemizing the optional Hudson Protection Package (Nanocure vehicle protection and maintenance contract) for $995 and offering an allowance of $4,000 for the trade-in for a total of $19,160 total out the door including taxes, tags, and fees after trade-in allowance. There was an error of $4 ($19,998) on the price, which was noted for correction, along with an offer of $18,000 total out the door by the customer, which is noted on the first deal sheet (Deal Sheet, page 1). We could have arrived at this offer by eliminating the protection package and raising the trade allowance slightly, but instead we raised the trade in allowance significantly to $5,077.09 to allow the customer to reach his desired number without losing the additional coverage (Deal Sheet, page 2). The customer was happy with these numbers and signed the deal sheet. In the F&I office, the customer signed a menu itemizing the same coverages (F&I Docs, page 1) and a final acceptance sheet that also itemized this information (F&I Docs, page 2). He also signed copies of the coverage contracts (F&I Docs, pages 3 and 4). At no point was the customer mislead about the existence of these coverages, and, due to the over-allowance on the trade in, the customer's total cost out the door was not increased beyond his original offer due to the purchase of these optional coverages. The customer later called in and expressed a desire to cancel this coverage and we processed a cancellation of the maintenance contract but were unable to cancel the Nanocure coverage because it is not a cancellable product. At every step of the way, we followed our processes to ensure that the customer knew exactly what he was getting for his money and went above and beyond by including these products in his out the door offer even though he was already getting a discount from our advertised online price, and we were showing him over $1,000 more than the originally offered trade in allowance.

  

  Business Response

  Date: 10/10/2023

  I called the customer and spoke to him about the claims process and gave him my direct contact information to assist him in his future dealings with the Nanocure team. We will also be meeting together the next time he is in Johnson City to address any further concerns he may have. At this time, I believe we have reached a satisfactory resolution and we have a very cordial relationship that should help eliminate any confusion moving forward.

  Customer Answer

  Date: 10/10/2023

  
  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:05/27/2022

  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.

  The dealership sold us a faulty f150 pickup. The truck was taken in for a recall sent to us when fixing the recall the service department damaged the screen which controls basically everything on the truck. It was taken for service the first week of April and we were contacted to pick it up today it still doesn't work correctly and when my son pointed it out he was ask to leave the property with his truck the way it was or the police would escort him off and the truck would be impounded at his expense to get it back. So, I would suggest NOT to purchase anything from this dealership. Mr.hasn't responded to me about this issue and don't really expect that he will when you contact the dealership he is always unavailable imagine that. And furthermore we purchased an extended warranty which they say they will not fill that it will be sent to another local dealership since neither my son nor my husband are allowed back on there property. Sounds like a real good business Not!!!

  

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/05/27) */ This truck was brought to our facility for a recall repair. The required part was not available at the time the truck was brought to us. As a sign of goodwill, and completely at our cost, we provided a loaner vehicle to the customer until the part arrived. We did not expect the recall part to take so long to arrive and as of this writing it is still not available from the manufacturer. The recall part does not affect the safety or drivability of the truck. We needed to get our loaner returned. The customers threatened our staff with physical violence, and we have this recorded. We went above and beyond by letting the customer drive a loaner for this long. Other customers are also waiting for this recall part. No one else received a loaner. Our generosity was repaid with a gross attack on our staff. We have involved the law and this family is no longer permitted on our property or permitted to do business with us in any manner. It is our duty to protect our other customers and our staff. We will not be calling these former customers. Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a recording of the service manager stating that the truck was not functioning properly due to limited functions on the screen. Also, offered to purchase the truck back from us for less than the purchase price and they had the vehicle for 56 days for repair and it was just purchased on January 15th of this year. As far a purchasing future vehicles we have no problem not purchasing from them there are other Ford dealers. Why would we go back to a dealer that has very POOR customer service. I suggest NO ONE purchase from them. The general manager doesn't respond to customer complaints he is always unavailable imagine that.