Complaints

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

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  Jones Motor Company, Inc.

  545 Florence Rd Savannah, TN 38372-3137

  
• 

  Jones Motor Company, Inc.

  PO Box 1060 Savannah, TN 38372-1060

  
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  Jones Motor Company, Inc.

  1260 Wayne Rd Savannah, TN 38372-1926

  
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  Jones Motor Company, Inc.

  1350 Wayne Rd Savannah, TN 38372-1574

  
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  Jones Motor Company, Inc.

  510 Florence Rd Savannah, TN 38372

  

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:03/29/2025

  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 found a car I wanted online, which was listed $22,000. I sent for information about it and received a quote that did not match the ad online. Manager was rude when I told them I wanted it for the online advertised price. He had someone to fix it immediately and denied me the price advertised.

  Business Response

  Date: 04/24/2025

  We have all vehicles listed online with a finance incentive included of $1000. If the customer decides they would like to pay cash then the price would increase by $1000 as listed in the description online with all of our vehicles. I have looked up the deal from when Mrs. ******* was at our GMC Store. Everything was priced as it was listed online. If there are any questions feel free to call Will ****** at **********

• Initial Complaint

  Date:10/09/2024

  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.

  8/31/22 I wanted to buy myself my dream car so arrived in ******** a man named **** **** meet me at the door and walked me to his desk edger to make a sale in any way so i told him what i had to put down and he turned every car i wanted to get even the ones in the lot then says i can get a charger for some odd reason then pulls up a jeep 2017 renegade with the same price as every other car i was trying to get with my hard worked money after ive already gav e him the down payment for either a charger or durango he takes the 17 hundred and showes the jeep that was at a differnt location i told him once again that i didnt want that suv and to give me my 17 hudred back he said he couldnt give it back and befor i even signed any paper and that the company of jones would sue me if i wanted my hard worked money back so i left 2 weeks later the renegade made it to there lot have assured me if i kepts it for 6 months they would let me trade it for a car i would like and my entire family witnessed it so after 6 months i called and they said they no longer do that and shamr no longer worked there so the scammed my badly it makes my feel very badly that a compay with all that money would wanna take from me and im poor just worked harded to try and get myself a nice car thats all and since i bought the car one the first week with having it it showed a slipping trans and i could see a leak in the roof thats now has the entire roof mildewed its horrible to even sit in the car i called the front desk and the roof leak since when i bought the car with a lifetime warrenty but i have yet to get a call back its like they have the power to rip me off when every ***** i come across is off hard labor

  Business Response

  Date: 11/13/2024

  This complaint came into our **** Store in ********. I have no record of this customer purchasing from our dealership! 

• Initial Complaint

  Date:09/23/2024

  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.

  My wife and I purchased a vehicle from Jones Nissan on or about 05/23. The vehicle had a clear Car Fax report. After owning the vehicle for the last year, the area around the rear driver side started showing signs of a possible past wreck. We took the vehicle to 3 different body shops and all concurred it had been in a wreck but somehow did not make it to be reported on Car Fax. We attempted to file a claim with the clear coat warranty the dealer sold us upon purchase. We were told that based on the damage being pre-existing the claim would be denied. We feel strongly that the dealer has committed fraud in selling us a wrecked vehicle. Based on several attempted conversations we had with the dealership about other problems with the vehicle when we bought it, and no one ever returning a call, we are hoping that the BBB can help resolve. We would like to return the vehicle and get our money back at this point. Body shop estimates show over $8,000 in damage to this area and we are not interested in getting it repaired. The dealer says they were unaware of the damage. We intended on buying a vehicle that had never been wrecked. Once again, we feel the dealer has a responsibility to sell us an un-wrecked vehicle and has committed fraud in doing so.

  Business Response

  Date: 10/08/2024

  The dealership is unaware of prior wreck on vehicle if it doesn't show on Carfax. Customer called call back over a year later with complaint. We are unable to buy back a vehicle after being driven for over a year with excessive miles put on it & no prior knowledge of any issues. Vehicles are put through a thorough inspection in the service department before sale. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22323589
  
  I am rejecting this response because: we took the truck to two different body shops and our local Chevy dealer to file a claim per the Warranty Solutions guidelines do to the clearcoat, paint chipping and debris in the paint on the driver's side, beginning from the 2nd door toward the rear of the truck.  Over the year that we had possession of the truck, due to poor workmanship, the body repairs that were made are starting to cave in causing the alignment of body parts to be mis-aligned, resulting in paint chipping off, causing more clearcoat issues and obvious overspray when examined.  All body shops told us the truck had been in a major wreck, and they would not touch it, especially dealing with a 3rd party warrant company involved.   ****************** stated to us they would deny the claim anyway based on a pre-existing condition (the truck had been wrecked prior to purchase).
  You "made" us purchase, we had no choice, an interior/exterior repair warranty, the paperwork being marked "new" and not used, we feel, hoping to cover the paint issues that yall knew would at some point surface.  Thus, charging us $998 for the warranty that can never be used, and the warranty company will deny the claim as it would be called "Pre-Existing Damage", and IF in fact that the coating was applied to the paint, the tech applying the coating should have or could have notified Jones Nissan of the paint issues on the truck. So,there is $998 of our money wasted!  Knowing this information, yall should be sending us a check for the cost of the warranty that we can never use. And, we have NO proof that the paint was even treated with this coating. Why was this put on a USED vehicle?  Do all of your used vehicles get this mandatory warranty?   Thinking back about the day we came to look at the truck, it now makes sense to us as to why the truck was not cleaned up, the salesman pointed out some issue with the paint but explained that the warranty would take care of that.  According to your salesman and the F&I guy,the "warranties" would take care of all of the little things that we had issues with.  
  Dealerships buy vehicles from auction sites, such as PLC auctions, my central auction, and such sites,that have facilities repairs in order to sell the vehicle. 
  
  Sincerely,
  
  ***** "*****" *****
  
  Sincerely,
  
  ***** "*****" *****

• Initial Complaint

  Date:09/03/2024

  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.

  Me and my mom bought a 2021 nissan from there and, I also referred my cousin to the store to buy a car also as we both had our oil changed the first time they told us both that we need new tires,, her husband bought her some new one and think she should be reinburst and me I need tires they r so slick and they want hold air I did not look at these before I got cause it was dark and could not see but I would like for them to put me 4 new tires on .the car it's is a safety issue and should have been done when it went thur inspection.

  Business Response

  Date: 09/05/2024

  Can not find this customer in our system at all. Please advise that the customer purchased from ********************** in ***********, and what name vehicle is purchased in?

  Customer Answer

  Date: 09/05/2024

  HELLO WE BIUGHT FROM THE DODGE STORE FROM ****** P SHE IS NOW IN FINANCE I THINK BUT PLEASE IF YOU CAN HELP WITH THIS MATTER IT WOULD BE APPRECIATED. 
  Complaint: 22231400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Customer Answer

  Date: 09/05/2024

  The car is in ****** *** name it's a 2021 nissian Rouge sv 

  Business Response

  Date: 09/05/2024

  I will forward this information to the correct store. This is actually the **** Store in *******. Thank you. 

  Customer Answer

  Date: 09/05/2024

  OK THANKS SORRY FOR MESS UP. 
  Complaint: 22231400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 09/05/2024

  no problem

  Customer Answer

  Date: 09/06/2024

  We bought the car front jones dodge store in *********************************************** and the car is in ****** *** name .The tires was very bad on car when we bought it and they will not hold air 

  Business Response

  Date: 09/25/2024

  Tires were inspected before Chrysler sold the vehicle and they did pass safety inspection. Vehicle was purchased 12/20/23. Tires are wearable items and are not something we will replace almost a year after. Any concerns about this should have been made at time of sale. Thank you. 

  Customer Answer

  Date: 09/25/2024

  I have been on the dealer about the tire for over a year now they was worn out when it was bought I took it to another nissan dealer they also told me me the ***** where worn out and its funny that i got my cousin to come buy a car from there and she had to buy tires for her car is well afer a month or so so the tires was not inpected if so they would have been replaced the tires would not hold air when i got the car wven told sales person ****** P they had to put air in tires and to this day they have not been holding air i have to keep air in them everswnce i got the car, i have also contacted the sales manager serval tines to let him know .

   Complaint: 22231400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/07/2024

  I apologize that you are having issues, but unfortunately there is nothing we can do with the tires of the vehicle that was purchased this long ago. 

  Customer Answer

  Date: 10/09/2024

  the tires have had issues ever sence I bought the car they was worn out when we bought the car I went 2 times for air in tires should not have to do that eve. My cousin who bought a car there she even had to buy  ee tires after a month cause her tires was worn out as well, even time I called the general manager would not help in any way.pleaae help resolve this issue. Thanks 

  Complaint: 22231400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/10/2024

  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.

  I bought a 2018 GMC SIERRA ****** bought it the 36 month extended warranty. Was told it covered everything from bumper to bumper when it was purchased I thought it rode rough 3 months later had to buy 4 new tires was told the air bags were busted. Made appointment to take it back not covered even though they was busted when purchased. Was told for $150.00 they would inspect it but it would not be covered

  Business Response

  Date: 09/05/2024

  This vehicle was purchased at Jones GMC. This complaint has came to our **** Store. Will forward to Correct store and have them reach out to you. 

• Initial Complaint

  Date:08/03/2024

  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.

  I purchased a used vehicle from jones ford on July 3, 2024. In the photos on the website listing as well as the photos sent by the salesman the vehicle had all weather floor liners. When the vehicle was delivered to me the floor mats were missing. I immediately called the sales man and informed them of it. I was told they would mail me a set. This was on July 5, 2024. I have texted the salesman multiple times and I was told he was checking on it but thats all I would get from them. I then emailed the general manager this past week and have not heard anything from them. I am getting aggravated because it should not have come to me having to report them.

  Business Response

  Date: 08/07/2024

  Customers floormats are ordered and will ship when we receive them. 

  Customer Answer

  Date: 08/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  Stown ******

  ********************

  ****, AL 36323

  
  

• Initial Complaint

  Date:04/05/2024

  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.

  In Dec of 2023, I purchased a 2021 *** 228i drive at this Buisness. The salesman told me the car price was 22,000-23,000. I traded a 2014 *** in and was allowed ******* on this car toward the deal. When I signed the paperwork she began to tell me that I had a Warrenty Forever on the car. GAP insurance and a wheel and tire warranty. I left there with the new *** and a balance of 30 thousand dollars owed on it. So, I understood at that time that the extra ten thousand dollars I owed was because of all the warranties that were added to the car. I was told nothing about these warranties until I got back there to sign the paperwork. Well I kept thinking that something wasnt right and a week ago I see on the website at Jones Ford that their Warranty Forever is free when you buy any used car that has under 100 thousand miles and any new car. I was charged ******* to ******* for this warranty. They have had my car over a week because the check engine light is on and a wheel barren is going out in the front drivers side. I drove to ******** to Jones Ford today, Friday April 5th 2024 because I had to get some work equipment out of the car and the lady at the service desk says their equipment cannot diagnose the problem. Warranty Forwver instructed me to take it there and let them do the diagnostic test and then they could start a claim. It had been there 10 days and nothing. The lady then told me that they would have to send the car to *** in ********** and let them diagnose it. Then she calls me later that afternoon after I had already been up there and tells me that I have to come get the car and take it to *** that they were not going to do it. Earlier today I called up there and waited for a salesman but no one came to the phone so I hung up. He then started texting me and I asked him how long they had been giving the warranty forever for free when someone bought a car there. He did not know who I was at this time. His answer was over two years. WHY ME?

  Business Response

  Date: 04/06/2024

  We have reviewed the contract for ***************** and would be glad to go over the details of her contract with her at any time. The forever warranty that we have is a free product and nothing that you pay any amount for. There were however extended warranties purchased on the *** which included an up charge for extending *************, Paint and Fabric Protection to a 3-year coverage. ***************** also has paintless Dent Repair on her loan. All of these products are an additional cost, which were purchased in our finance office. The lifetime warranty is free and had no charge attached. ***************** our Finance Manager would be more than happy to go over those products that were purchased anytime. She is welcome to contact her at the store at ************.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21538473
  
  I am rejecting this response because: see attached docs.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/19/2024

  The image provided is of an extended warranty that was purchased. The lifetime warranty is free there is no charge. The image provided is not of the lifetime warranty cost, because there is no cost.  Again ***************** in Finance would be glad to discuss. Please call anytime **********. 

  Customer Answer

  Date: 04/22/2024

   
  I cant reply through the email for some reason. I did it in less than 30 minutes this time too.  I cant open whatever the dealership sent me also.  This is about a dent/ding warranty that costs ******** and was financed into my loan when I purchased the car.  Keep in mind, that you had my paperwork ready for me to sign as soon as I walked into your office to finance the car. You never told me that I didnt have to purchase over ******* dollars in warranties.  I put my trust in you ******.  You are the business owner/finance manager after all.  You called me a few days after I purchased the car and told me that I didnt have the dent/ding warranty.  That I only had the interior/exterior and the wheel/tire.  You told me that night that I had all three.  On the phone when you called you said Im sending you over the wheel/tire warranty to your email and I need you to sign the documents and send back to me. This I did. Later I emailed you back and asked you to please resend the wheel/tire info because my emails accidentally got deleted before I could print that information out.   You never even replied. All of this can be seen on the attachments.  This is also about the sticker in the window of the car that said a ****** charge was added for a paint and fabric protection that was done by you. But, on the internet you advertised ROADVANTAGE, which has the same exact definition as the interior/exterior warranty that you added to my loan in the amount of ******** .  The attached pics will also show this. This is about you adding so much in warranties that you had to add GAP insurance to my loan for ********.  Why didnt you ask me if I wanted all of these.  Why did you have my paperwork ready for me to sign with all of that extra mon y added on.  I was under the impression that that was the only way I would be able to get the car financed.  I didnt get an option.  And yes I signed because you are a business and Im a consumer.  I never thought a small town family-owned and operated car dealership would do me this way. I came there with a 2014 *** that was paid for.  I was told during the test drive and my brother can confirm that the sale price of the car was *********.  My allowance on it by you was ********. That would make the paper show ********* sale price of the car. But sale price was 24 thousand and something and with trade in took it down to *********. One document shows this. Only one document.  Add the ******* that you charged me for service fee, doc fee and GAP insurance and that leaves 7600 that I was charged for warranties that I was not even asked if I wanted to purchase. I left your dealership owing ********* dollars. The car was a fleet car. Thats not a one owner as you listed it.  Its not the same category.  Ok, so I have over ******* in warranties that I was charged  for and a free lifetime powertrain warranty from Warranty Forever, yet my wheel bearing is going out and check engine light comes on after 4 months of having it. Warranty Forever tells me to take the car to you guys just to get a diagnosis and send them the results and we would go from there. The car stays on your service lot for 3 weeks and nothing is done to it because your service **** has not got the tools they need to diagnose the problem.  No tools to diagnose the problem but you sell the car with a WF free warranty and the contract plainly states it has to go back to dealership where it was purchased to be worked on.  But then theres this. I call warranty forever and tell them yall cant diagnose the car because of no tools to do it, and that the car needs to go to the *** dealership , so  they tell me that I need to get someone in the service department there to call them and let them know.  They had to hear it from you guys.  So I called everyday for a week and let **** know and I let ****** know as well. But when I called WF back. They said they hadnt heard anything from anyone in your service department. So, all the warranties. All that money and not a single person can make one phone call to help me out. Not one person. In fact, the last few days I called, the service **** just kept me on hold and never even came to the phone or didnt answer my call when I got transferred to them. Plus I left messages with anyone who would talk to me to please leave keys in my car that I was just going to come get it because it was evident that no one was going to help me. They closed at 5. I work til 3:30 now and had to wait on my aunt to get available to take me 40 miles to your dealership. I get up there after 5 that day and the car was still locked up. Ive been cheated. Ive been ignored and pushed away like  Im nothing.  I cant let this go. Right now, all I can do is ask you to take  the warranties you charged me for from your dealership off of my loan and re-finance it. And make it right with Warranty Forever by implying having someone call them from your service department to tell them yall arent able to diagnose the cars problems because you dont have the tools to do it and it needs to go to a *** Dealership.  Please do this for me.  Why would you sell me warranties especially the wheel/tire one if you dont have to tools there to work on the bad wheel bearing now.  Its nonsense.  It breaches the contract. Its fraud and the bank may be in on it. Im still researching them.  

  Business Response

  Date: 04/22/2024

  The items that you purchased listed on your contract are cancelable products and you are more than welcome to cancel those products. The amount of cancelation will be removed from your loan and applied to your principal. Please feel free to contact ****** to do that. She has tried reaching out but we have been unable to get into contact. 

  Customer Answer

  Date: 04/23/2024

   
  After careful consideration on what our next steps in this process should be, I wanted to give you my proposal on what I think would be decent and fair for me.  Theres only one document that shows the price of the car after my trade in allowance of ******** and it shows ********* after my trade in as being sale price of the car.  The other documents show nothing like this but shows more of it looking like you added the ******** back in to the financing of the car that I purchased from you. Ive figured it every way that I possibly can and it only shows an additional ******** , except for the one document that I have attached.  Ive been so upset about this whole situation. I know now for a fact, that your service team as well as other employees do not want to help me at all.  So, I really want this contract to be voided.  I never got the ********* sale price of the car, that I was originally told..  I really do not want any kind of connection with Jones Ford or any Jones automotive group for that matter.  The contract has been breached.  Im left with the worst car buying experience that Ive ever had and a service department that I know for a fact that they will never ever help me out or attempt to help me out with any issues in the future.  And Ive not received a text message, a phone call or an email from ******. All my contact information is the same so I know she has not tried to contact me. Ive emailed her within the last couple of weeks and she will not respond to me. I cant go through with agreeing to anything with Jones Ford because of fraud, them not following/holding up to their end of the Forever Warranty requests to call them and let them know what needs to be done to fix the car, so I have to say that I do not want to be in contract with Jones Ford and *************** due to neglect, fraud and being lied to about the car being a one owner. Your company can have the car back and I will need that ******** down payment allowance for the trade-in vehicle that you guys got.  ******, seemed like such a wonderful person when I was buying the car.  But, the moment I called with the car having problems, the more she chose to just ignore me and push m to the back burner.  All this after they scammed me out of ****** dollars for unwanted warranties, GAP, service fees, and processing fees.  And now, it looks like possibly I was scammed out of the ******** trade in allowance for the vehicle I gave you as a down payment on the car I bought through the dealership. I want no part of any of this situation/contract any longer.  Its too much to deal with. Its nothing pleasant about it at all. I just want to get this behind me and pray that I never receive this type of treatment from another business ever again. It makes you feel awful. I wish it had never happened.  I really do.  ********* is the only amount that should have been financed on this loan  What is a service fee, I was charged over 600 for this  Ive not received any service from anyone at this business so Ive yet to understand why this bogus charge was put into my financing .  I wish I knew why it was Me that this had to happen to.  I feel so very bad for the next victim  

  Business Response

  Date: 04/23/2024

  Your request for your contract to be voided is not something we will do. We have done nothing wrong. You made a purchase and in that purchased signed for the products and the cost that you have listed. As stated before you are welcome to stop by the dealership to cancel products. The $689 Doc fee that you referred to is charged in every deal that we move through our store and is standard practice for most dealerships. You signed a contract to buy a car and made a decision to buy extra products with our finance department. I am sorry that you have gotten buyers remorse but we have not done anything wrong and again you are welcome to cancel the products that you purchased in addition to price of the vehicle. We will not be voiding your contract. That contract is a contract between you and your financial institution now and has nothing to do with us. 

  Customer Answer

  Date: 04/29/2024

   
  YES, you have done wrong as I pointed out in all of the paperwork.  I did not ask about a doc fee, I asked what was a service fee.  That was charged over 600 dollars to my loan.  You guys havent even helped me when I needed service.  I want all the ******** charges taken off of my loan.  The ******** for dent and ding. The ******* interior/exterior that states the exact same definition as the Roadvantage. Which I was charged ****** already but it was listed as Fabric and Paint Protection.  I want the Wheel/Tire warranty taken off. I dont have the amount of this warranty because she refused to resend the information back to my email.  I didnt get asked if I wanted any of these.  It was added into my loan already before I got in the office to sign papers. I didnt have an option.  She never asked me if I wanted these or not. It came across to me that was the only way I could get a loan. You know what you did and I DO NOT HAVE BUYERS REMORSE. I HAVE JONES FORD REMORSE. YOU GUYS KNOE EXACTLY WHAT YOU DID TO ME. Look at the attached and that is what I should be paying for the car. After trade in 20,041.00. And that is all Im going to pay. And I know that I can not count on any service work being done on my car from Jones Ford. Proven Fact, the car sat there for 3 weeks and you refused to make one phone call to forever warranty so that I could get the car approved to be taken to a *** dealership.  How dare you say youve done nothing wrong. I have the proof.   When you figure up the total of all 3 warranties and include the service fee I was charged, send that amount to me and we can go from there. 

• Initial Complaint

  Date:04/04/2024

  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 purchased my vehicle from Jones Ford in ********, ** on 2/5/24. On 3/4/24, the check engine light came on indicating that The Engine's Fuel Control System is having difficulty in achieving the required fuel pressure needed to start the vehicle. This was the culmination of a series of instances where the truck struggled to crank both by key and remote. Multiple remote starts also failed. This issue was not noticed while on the lot because both times that I drove the truck (test drive and off the lot) the truck had been brought to me already running. In addition to this issue, the other issues that have come to light are that the rear right tire has a slow leak (the salesperson, ********************* indicated that it was low pressure and that he would top it off before I left, this did not happen and pressure only continued to drop. I have had to refill the tire at least once a week). The tire(s) are out of balance, which becomes more noticeable the closer your approach 70 MPH. The vibration is so bad at 75 MPH that it has caused headaches in myself and my passengers. The horn is a two horn design, won higher pitched and one lower pitched, and only one horn, higher pitched one, works. The left hand steering wheel spoke controls stick which causes them to not work properly at times.I spoke with Asst. ** ******************* regarding the issues who stated that he would take care of it. After having my truck for 5 days, ***** indicated that ...they have everything checked and completed.... When the truck was returned, all of the issues were still present. After multiple attempts, the Asst. **, **, and Customer Experience Director have been unreachable.All that I am asking is that the Jones Motor Group repair my vehicle so that its actual condition matches the condition in which it was represented prior to the sale.A more detailed description of all interactions is attached. Text screenshots, emails, and videos are also available.

  Business Response

  Date: 04/06/2024

  We are currently in the process of getting customers Truck back to the dealership for another inspection of ALL the issues that were noted. Several of the issues reported are simply the fact that a USED truck was purchased, not a NEW truck. We do what we can to ensure customer satisfaction but unfortunately in some cases people are unpleasable. The Assistant ** who stayed in contact, set up the service work, and provided a loaner while work was being done, went out of the country for 2 weeks and was not available to return a call and was unaware that MORE issues had arisen since he had last spoke with customer. As stated, the ** is setting up for vehicle to be looked at again, but if problems cannot be duplicated, unfortunately our service department will not be able to fix them, because they do not exist. 

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21530908
  
  This issue has not yet been resolved.
  
  On the afternoon of April 4th at 1:46 p.m., after having filed the complaint with the Better Business Bureau earlier that morning, the general manager of Jones ford, *************************** called to discuss the issues. He indicated that he had read my email and was unsure as to why I didn't contact him directly earlier because he was under the impression that his personal number was given to all customers, which was not the case. After explaining the issues again *************** indicated that he would send a loaner vehicle to me and have my vehicle picked up and taken back to the dealership where they would take a look at it to see what was going on. I expressed gratitude for his attention to this matter and the use of a loaner vehicle.
  
  On April 5th at 2:53 p.m., after not hearing from *************** about details regarding when my truck was going to be picked up, I sent a text message thanking him for the phone call and sending him a list of the issues that we discussed during our phone call. I also provided him some research on the symptoms my truck was experiencing and a potential source of the issue based upon other F150 owners who had experienced the exact same symptoms and the solutions that they found. at 404 p.m. on the same day as I was driving home, the check engine light once again illuminated and my **** Pass App indicated that there was an issue with the fuel pressure. previously, the issue had only occurred during cranking of the vehicle, this time it was  during acceleration while driving. no response was received from *************** until the following day. On Saturday, April 6th, at 11:02 a.m., *************** replied simply with a thank you and that he was working on a driver, to which I replied thank you and to keep me posted. on April 6th at 5:16 p.m. I sent a text message to *************** informing him that my truck had in fact been picked up and sent him  a link with all of the videos, Screenshots,  and photographs,  documenting the issues with the fuel pressure. I also provided a list of all of the other undisclosed issues so that they could be addressed. I also indicated that I would like for him to keep me informed and that he could feel free to have any service personnel to reach out to me directly if needed. I also requested that once all of the work is completed that I be provided with a service report including these extent of what was inspected and what work was done. at 5:32 p.m. *************** responded simply with "okay thank you".
  
  On Monday, April 15th, at 3:10 p.m., I sent a text message to *************** indicating that I had noticed that my truck had moved from the sales lot, across the street to the service lot, but that it did not appear that any other work had been done. This was based on information provided from my truck through the **** Pass App that indicates mileage and amount of gas used, as well as the LoJack app which reports all details regarding any trips taken in the vehicle. *************** did not respond to that text message.
  
  On Tuesday, April 16th, at  8:00 a.m., I noticed that my truck had been taken for a drive that lasted about half an hour and that reached speeds of 75 mph. This indicated to me that a technician was attempting to duplicate the vibration that I experienced at 65 plus miles per hour which was one of the issues that I had reported to ***************. The truck then appeared to sit until around 10:00 a.m. when I began receiving alerts from the **** Pass app with two additional service warnings. One issue was an electrical issue, the other was a powertrain issue. I sent a text message to *************** at 4:00 p.m. as I had not heard any updates regarding the vehicle and asked for said update. *************** responded 15 minutes later that they were still working on the truck and that they had found one code and cleared it and they're waiting to see if the aforementioned issue duplicated and returned. *************** later called to convey additional information. During the phone call, *************** indicated that the vibration was a result of "bad tires". I specifically asked *************** if the tires had been checked to see if they were balanced. He said, "yes, but I will have them put the tires on the machine to see if any magnets have moved". *************** also indicated that the technicians had not been able to duplicate the fuel pressure issue to which I reminded him that the check engine light has only occurred twice in two months indicating such an issue but that the cranking issue occurred regularly, particularly when the vehicle had sat for several hours, allowing for the fuel pressure to drop. I again reminded him that I had provided video evidence of multiple instances of the truck struggling to crank as well as failed remote starts. He indicated that they would work on it more the following day and that he would keep me posted.
  
  Wednesday, April 17th, at 10:59 a.m., I sent another text message to *************** following up on our conversation from the previous day and documenting my concerns once again in writing. no response was received.
  
  Thursday, April 18th, at 3:11 p.m., having not received a response yet from ***************, I texted once again asking him to touch base with me about the status of my truck. I immediately received a response back that he was not in the office that day and that he'll be back on Friday.
  
  Friday, April 19th, at 3:27 p.m., having not heard from *************** once again, I sent a text message asking for him to contact me with an update on my truck. No response has been received.
  
  Based on all data received from my truck through the **** Pass App, it appears that my truck has been sitting at the dealership for 7 days and has only been addressed on one of those days. In spite of asking for updates and reaching out daily, I have received minimal responses and straight answers. All data received from my truck to the **** Pass App has been saved via screenshots and all other communication has been documented in text messages.
  
  I am eagerly awaiting a satisfactory solution to this situation.
  
  Sincerely,
  ****************

  Customer Answer

  Date: 04/16/2024

  Good Morning *****,
  
  
  I noticed in my last communication for this complaint, that I listed the incorrect dates. The dates should refer to Monday 4/8/2024 - Friday, 4/12/2025, not 4/15-4/19. Is there any way to correct the dates?
  
  
  Thank you.

  Business Response

  Date: 04/19/2024

  We have the customers truck in Service and are trying to address all the issues that the customer is having, including some that are simply that fact that he purchased a used truck. We will satisfy our part of this deal by doing what **************** the General Manager here at our store has spoke with the customer about. The complaints back and forth, and the customer in this case that is clearly unpleasable, is becoming an excessive. 

• Initial Complaint

  Date:03/26/2024

  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.

  service department didn't file warranty claim had to pay$ ***** to get truck releases submitted receipts to manger didn't get refund,now truck news ball joints,after having it 4 months,they ran my credit,said credit was good,but said they couldn't have me another truck to get me out of the other one,they will not return my calls,they said every truck they find couldn't get it to work,

  Business Response

  Date: 04/01/2024

  Customer does have a warranty. The problem with warranty Claim is the customer went to another dealer and had work done and dealership did not file claim. We could have gone through the proper channels to get warranty to pay, however we were not given the opportunity. The dealership, that is not in our organization, did not go through those channels, therefore the warranty company denied the claim. We have explained the issue to the customer. Trading is not an option because he is too early in the trade cycle and not able to trade without a substantial amount of money down.  

• Initial Complaint

  Date:03/19/2024

  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 purchased a 2019 **** F150 on 10/5/23, from Jones Motor in ************. As of 3/19/2024, I still have not been provided with a title or any paperwork to get the tag for this vehicle. We have called multiple times trying to get this resolved only to be told that they still have not received the title and paperwork from CA. Though I paid a down payment and have been making monthly payments since November 2023 but cannot tag my vehicle.Another issue within 8 hours of purchasing the truck the cam phaser started going out(after their inspection), we took it back the following week and they advised that was the problem and that we could still drive until they could work on it in December 2023 (earliest they could get it in). Took it back in December to have it worked on and they try to make us pay a warranty deductible, which our deductible was supposed to be $0 per the paperwork when we bought the lifetime warranty. Which they did eventually waive the deductible after we sent proof of this.Since we have been getting run around about title, I decided to do some research and came across that apparently this truck still in fact has 2 liens in CA!!! So my question is, can you even sell a vehicle without the title??? I just want all this made right! Whether that's them buying this truck back for what I gave for it or them getting me the paperwork I should have gotten months ago! I'm still driving on the fourth drive out since I purchased this 5 1/2 months ago! I thought it was illegal to issue multiple drive out tags???

  Business Response

  Date: 04/03/2024

  ************** did purchase a vehicle from ** in October of last year and we are having issues getting the title from the ***********. It is not uncommon to trade for a vehicle that has a lien and the customer not provide a title. It is the bank that holds the liens responsibility to provide the title to the dealer upon payoff. We paid off the vehicle when it was traded in to us and have yet to receive the title from ************* We have filed multiple complaints with the bank ************** and the *******************. It is not illegal to provide multiple drive out tags if needed to the customer, It actually cost the dealer money every tag that is issued but is something we will continue to do until handled. This is a very rare situation that hardly ever happens, and we are doing everything in our power to resolve the issue for the customer. As for the service work, those issues were handled and at no cost to the customer. There are no liens active on the truck currently, we are simply waiting for the ******************* to provide us the necessary paperwork to move forward. I hope that we get the issue resolved soon. Customer is welcome to call the store anytime with any questions.  
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21453502
  
  I am rejecting this response because:  I have contacted the dealership multiple times just to be told the same thing, they still cant get me my tagsand it is against the law to keep issuing drive out tags?! I really want this to be taken care of because they have had more than enough time to get me this paperwork / title so I can purchase tags! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/08/2024

  We are working to get the title paperwork to tag office, and will notify the customer when we have the appropriate documents. We can issue legal drive out tags for the vehicle until the issue is resolved. We are unable to move any faster than the *******************, who is issuing ** the title work, is moving. We apologize for the inconvience.