ComplaintsforTed Russell Ford
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Complaint Details
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Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Sold us a used car (2015 Mercedes) and we have been trying to work with them to resolve 2 issues. Car purchased in 10/23, started trying to resolve right away. It's now at the point they will not call or email us back. 1. Sold us 4 warranties total value *****. We would like a refund on 3 of them value is *****. Reason: The products were misrepresented and had the products been explained properly, we wouldn't have bought them. Example: We received 1 key for the car. We were told we could get a 2nd key by filing a claim with the warranty company. The warranty company laughed when i called to discuss with them. I followed al procedures to cancel and get reimbursed with Donny **** at Dealership on 1/31/24, he didn't cancel the policies and stopped responding to us. 2. Took the car to a tire place (Discount Tire) to look at rims fight after sale. They identified 1) the tires on the car were not the same brand, and 2) a couple of them were bald. After pushing, Ford Dealership put on 4 new tires. A few months passed, we took the vehicle to Mercedes to get serviced. Found out they put the wrong size tires on and told us how dangerous the situation is. They will be happy to speak with you or the Ford Dealership. So now the front end is out of alignment & new tires had to be put on. Costs = alignment ***** ***** * ********** ***** * *********Business response
05/28/2024
The maintenance and theft contract were each canceled on 4/25/24 for a total of $********* This refund was mailed to the lienholder.
The ******* perma-plate can be refunded by Ted Russell Ford directly to Mr. ****** I just need a current address to mail the check.
The tires were replaced by TRF and according to our file, the correct size tires were installed. The technician replaced the same size tires that were on the vehicle. However, if a franchised, Mercedes dealer provides documentation the incorrect size was installed, we will refund the customer. The only scenario possible is it had the wrong size when we acquired the used vehicle and the tech replaced what he saw.
The customer is welcome to contact me directly. It is our desire to resolve all concerns and reestablish his confidence.
Barry Rowland
General Manager
*********************** ************ **** ****
Customer response
06/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21683956, and find that this resolution is satisfactory to me if they follow thru with the tires. We are still working thru this last piece. I have provided supporting documentation and await their response to see if they need anything else.
Sincerely,
Alan *****Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
November 2023, I purchased a 2017 Hyundai Santa Fe Sport with an extended warranty. March 2024 I told this vehicle. I am due a refund on the warranty which was never used. I contacted the warranty company directly to request the refund.. I was told that this type of request my come from the dealership (Ted Russell Ford). I have left three detailed message and the dealership (finance manager) is refusing to return my call.Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying for weeks now to get my vehicle serviced from Ted Russel Lincoln. When I started calling on the on September 11th, I was shuffled to a voice mail where I left a message, no one called me back. I called again later in the week and was shuffled to voice mail. When no one called back by Friday I called again and said I had left messages but had yet to hear back from anyone. I scheduled the pick-up for my car on Friday the 22nd at 10:30. The next week a man named Floyd called me, However, the number he had called from required an extension, which he had not left. I did online chat “She” did not know who Floyd was and ended writing that someone would call me. I called back and left a message saying that my pickup and service had been scheduled and I was looking forward to having someone pick up my car 10:30 Friday the 22nd and left my address. No one showed up. When I called the dealership, the receptionist said “yes ,I can see your car is scheduled” and then connected me to another line that did not answer and was eventually cut off. When I was connected the Man said I didn't have an appt though later in the conversation he said so you are coming in for the recall, to which I replied also the and the regular maintenance to which he replied that was not what he had in the schedule. Proving that he was looking at a screen that said I was scheduled for the recall, he said that I needed to schedule the pickup through Ford. He said that he would go and talk to the man at Ford who does the scheduling and scheduled me for this Wednesday September 27th at 11am. Then yesterday morning a woman named Alice called me and asked if I wanted to reschedule my appointment that I missed on Saturday (I had never made a Saturday appointment). I called the dealership back and asked to speak to Alice, I was once again shuffled to a voicemail, but it wasn’t the voice mail for Alice who had left me a message. Loner cars are supposed to be providedBusiness response
10/11/2023
Apologies for the tardy response!
The client's issues have been resolved. If concerns are still present, please let me know ASAP.
Thank you
Business response
10/30/2023
The customer is not responding to our phone calls or email.
We need communication to resolve any additional concerns.
Customer response
11/06/2023
Complaint: ********
I am rejecting this response because:The last voicemail I have from Joy ****** was on the 20th of October. I replied via email on October 21 and on the 24th that I did not receive the documents she had sent. She replied that she would have Ted send the documents (emails attached). I checked my email daily including spam, I never received them. I would love to see the email’s I hadn’t replied to and the paperwork I requested.
My major concern is that I feel like I may be in danger with this car. One tire, the passenger side rear tire, needs to be refilled before all the others. When I fill it is consistently 5-7psi lower than to the PSI I had filled all the tires previously. The other tires have only been 1-3psi lower. I stopped at Ted Russell service department on Monday Oct 30th because the rear right tire was once again reading low.
September 19th I refilled tires with air.
October 2nd Car serviced by Ted Russell - I assume they checked and filled tires to pressure
October 11th I refilled tires with air.
October 30th Ted Russell service department refilled all tires with air
I realize that the change in the weather causes the pressure in the tires to decrease. However, having to fill a tire 3 or 4 times in the span of less than a month and a half seems excessive to me. On October 2nd the tires were rotated so if it were a leak, it should have been low in another spot. I have asked what else it could be and no answer has been given.
Sincerely,
**** *****Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased new truck on 07/26/23, bed and cab of truck misaligned and frame may be bent. Attempting to get it fixed but service dept being very vague on what repair work has been done. I don't believe they are fixing my truck. I am without a vehicle at the present time as service dept claims no loaner vehicle available.Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a vehicle from Ted Russell Ford in Knoxville, i was told that the plates and everything was processed back on 5/22. When i spoke to the dealership last week they told me that it was processed on 6/16. I already have 2 temp plates and they don’t issue a 3rd. I have left messages and no one responds. I called corporate and got a case number ************Business response
07/07/2023
We have communicated with Mr. ****** directly, and to our knowledge, have addressed and corrected the concerns.
We will follow-up with the client to confirm.
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Customer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.