ComplaintsforJohnson City Ford

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used car from ford on March 7th. It was late and I had to bring the car back on the 9th for the safety inspection which they said they did. I called the dealership about two weeks after the 7th to let them know the car was jolting and they said they would take a look at it. I dropped it off for an appointment on the 22nd and picked it up end of day the 24th. They said they weren't able to recreate the issue though when I picked up my car it was at the same mileage I dropped it off at. They didn't even drive the car. I went there the next day and they agreed to send it to the jeep dealership and the service guy Alex called and make the appointment and told them they would take care of it if an issue was found. April 4th jeep looked at the car and actually drove it and recreated the issue. They said there was a engine misfire and the spark plugs needed replaced and file system cleaning. They also said with the mileage on the car it needed a transmission service. I called ford to let them know and they said they would not be covering it. Brandon said that it wasn't covered under the warranty and the general manager made the decision. They said because I have driven it 300 miles it's was normal wear and tear and wasn't present when they inspected the vehicle. I don't even know if they actually did a inspect since they didn't even drive my car when I brought it in to see if there was a problem. It now leaves me with a $1051.12 problem that should hav been taken care of before I bought the car. I want them to pay to have the as it should have been when I bought it. They shouldn't be able to sale cars that have issues and then do nothing about it

  

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/04/08) */ Thank you for making us aware of this customer concern. Customer satisfaction is of the highest importance to our team and we have been working to ensure that Ms. Ortiz is taken care of satisfactorily. purchased the 2012 Patriot from us on March 7. As per our standard sales process, the vehicle had undergone a safety inspection in our shop and we had verified that the lights, brakes, tires, and other safety equipment on the vehicle was in good working order. At the time, the technician did not note the mechanical issues which led to s later concern, nor did or notice an issue on their test drive. On March 22, having been driven approximately 330 miles, the vehicle was brought to our shop due to concerns with an intermittent hesitation under acceleration. With no codes being detected by our reader, we sent the vehicle to the local CDJR store for further diagnosis, where it was determined that the issue was caused by spark plugs being due for replacement, with a price including diagnosis of $285. The CDJR store also recommended several optional maintenance items because the vehicle was approaching 100,000 miles on the odometer, which elected to have completed. Because the issue was being caused by a necessary maintenance item which was not covered by the customer's extended service contract, we initially offered to split the cost of the work by paying $100 for the diagnostic fee, leaving Ms. Ortiz responsible for the remaining $185. However, after we reviewed the situation further and spoke to the customer, we decided to go ahead and cover 100% of the cost of the spark plug repair, leaving her to pay for the optional maintenance items if she chose. She was satisfied with that solution and the repair has been completed at this time.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to Johnson city ford after my dealership said they didn't have the parts.After a few days I was told they did not know what was going on the vehicle and that my key was not working for the vehicle at the time they did not tell me I needed a second key that will come out later a lot later in the story for a while they kept saying he couldn't figure it out they're trying they couldn't figure it out then they stop contacting me all together and we're contacting the person that I was living with her has nothing to do with the vehicle I wasn't getting the information that was being said to them so after I think it was seven months almost day I went there to get my car but I can't do this anymore what's going on they said I needed aKinky that they said my key was never said that it was not working that they just said I need a second one three days later I got the second one gave it to them they still did not cut program the key so I took my car back eight days afterwards so it was seven months and eight days they have my vehicle then I bought it to another Ford dealership in friendship Ford in Bristol Tennessee who had it for nine days didn't do anything with the car trying to charge me $775 and then ultimately I want to get the car towed back to my house when you get it towed again to friendship Ford in BristolHowever they drop it off at Johnson City Ford who proceeded to finally cut my key and program it or not even cut it just program it even though the other dealership should've replaced it but I had to pay for that and I had to pay $140 for the diagnostic till $220 and somehow my bill round up being $277 and he did not accommodate me for the whole time if they have my car for nothing not even an apology. John severe was the guys name in the service department

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/13) */ Contact Name and Title: Ed Johnson In April of 2021, we received a call from into our service department. He wanted to let us know he was having vehicle towed here from Gateway Ford in Greeneville to be looked at because they did not have the needed parts to fix the vehicle. The vehicle was not in working condition upon arrival. We had tried to communicate with John (owner of vehicle) several times about his vehicle and the concerns so that we could make the proper diagnostic appointment for him. At this time, the diagnostic appointments were booked out at least 4 weeks. After not being able to get ahold of regarding his concerns about the vehicle, he finally came into the dealership to get some items out of his car. He began asking why there had been no progress made on his vehicle, which in turn led to him using vulgar language in front of other customers and workers in the service lane. We tried to explain to him that the diagnostic appointments were booked out, and we had not been able to get any information from him regarding the vehicle. We also let him know we would need another key to be able to continue with the diagnostic. After many more attempts of communication with , we were able to get in touch with to pay for the diagnostic so that we could close the repair order. The vehicle continued to sit at the dealership for several more months. On October 5th, came by the dealership with another key and asked that we program the key to the car and move forward with the diagnostic. We informed him that we were currently booked on diagnostics and would have to work him into the schedule. On 10/9, he came back to the service department, and was upset that the vehicle had not yet been able to be worked into the schedule. He then told us that he was having the vehicle towed elsewhere and the repair order was closed. had the vehicle towed back to the service department and we opened another repair order on December 3rd. The vehicle would not start, and the check engine light was on upon arrival. He requested that we reprogram the key and run the diagnostic. The amount of those two concerns was $276.60. approved the amount of this repair. We were able to get the keys programmed and the vehicle running, but the check engine light was still on and there were still multiple codes, but denied further diagnosis time. came and paid his bill, picked up his vehicle, and left. He called back into the dealership and spoke with our lane manager, about financing the paid amount and requested a refund of the amount paid. know that this was able to be done and was in the process. The next day, he called and was very upset on the phone that the refund had not been made yet. He was using very foul language on the phone with our service representative and ended up hanging up on her. He later showed up at the dealership, where we tried to explain that the amount financed had to be approved to ensure funds before the refund could be issued and while it was in process, it takes time to follow the process on this. was still very upset and left the dealership. We did refund the money to him on Friday, December 11th. We feel that we have done everything that we could do to try to make this customer happy. We typically do not deal with cussing and acting out in front of customers or acting in this manor to our employees. He took the vehicle to multiple other service departments in the meantime, and it seems they did not tolerate his behavior either. Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand how they say they couldn't get in contact with me for all this time I was calling repeatedly then I came in? I did not know anything about a 2nd key until 10/5 which is the day I picked my vehicle up from them still not running I even got the second key and brought it back for 10 more days nothing no answer to why they kept saying their hybrid guy I quote wasn't in. So that's when my car was taken to another deakk oh me. My vehicle was never at gateway Ford I don't even know where that is. Never once did I get a true understanding of the vehicle issues because they were conversing with who is neither my friend nor my roommate at all. He never told me anything they told him and and mechanic!! Also they had the $27000 car for 7 months and I told them proceed with doing whatever it takes to fix the car they did not nor did they try and fix it

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