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Business Profile

New Car Dealers

Bob Utter Ford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have had our ***************** this shop multiple times. We bought 4 brand new tires, had an alignment done as well as new rear brakes at quick lane by the dealership with no issues. Right after this we started having engine problems, so the dealership found out that we had water in our engine and were still under **** warranty and the whole new engine was covered. Well shortly after we got the car back from the dealership, we started hearing crunching noises while going slow and partially turning left that we NEVER heard until now. Took into dealership and they tried telling us that we needed ANOTHER alignment and $1500 worth of work on it. We complained and asked why, well the shop manager told us he personally looked over the car and told us there was nothing wrong with it?! WHAT!!! I have never heard of nothing being wrong with a car making noises

  • Initial Complaint

    Date:12/15/2022

    Type:Product Issues
    Status:
    Answered
    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 car from Bob Utter Ford in ******* ** 6/27/2020 and I have had it serviced 9 times in that 2 years. Well recently I had it serviced for an ongoing issue with my car not accelerating properly and even stalled on the hwy and almost got hit by a semi. Well I took it to another **** shop in ****** ** and they found that the issue was a O2 sensor and the pigtail had been completely fried from exposure. This part is not supposed to be exposed at all. *** ********************** did transmission work August 2021 and I believe that is when the issue arose. The **** place in ****** said that it was wired wrong all in that area, screws in the wrong place and not screwed down and loose. I called *** ********************** to notify them of this issue and he said he would investigate and came to the conclusion it was not their fault and also looked at Blake ********************** in Dension ** also because I had a/c work done there as well. So two dealerships looked at my car and over the past 2 years as well with motor work and no one caught this issue. So now I am out of $900 for repairs that was caused by one of the two dealerships because they are the only ones who have worked on my vehicle. The service manager ********************* at *** ********************** is a rude, condescending man who likes to argue with you. Instead of trying to help the situation he says I'm threating him, backing him into a corner and trying to black mail him because I said I would expose him for what they have done. What a joke!!! I will never deal with Bob Utter Ford in ******* ***** ever again!! There is so much more to my 2 year battle with this company and my car but this is the short sweet version.

    Business Response

    Date: 12/19/2022

    ****** is asking us for a refund because a technician in ****** claims that we incorrectly wired a repair. However, she offered us no opportunity to inspect their claim. It is likely that the bad wiring would have showed up long before now if it was serviced incorrectly in 2020. If there is some way to
    substantiate her claims, we will be happy to look at it. Otherwise, we are unable to make a refund.

    Customer Answer

    Date: 12/20/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    I gave them the opportunity to inspect even told them to call ***************** and speak to the tech at which the service manger said he did. He said he was going to investigate before coming to a solution. He called me and told me upon his investigation there's no proof that they messed the wiring up and they wouldn't refund my repairs. It's been to two **** shops with nothing but under the hood work and no one caught it. Serviced 9 times which I have documentation for. I take it to ****** and they caught it right on the bat. They were the only dealerships *** and ***** that did motor work to my vehicle. So it happened between the two places and if not why didn't they catch it when they took the transmission out august 2021?

    Business Response

    Date: 01/04/2023

    We did call the dealer, but the vehicle had already been repaired. We did not get the opportunity to inspect.

    Customer Answer

    Date: 01/05/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)
    Exactly!! The repairs were done and it was brought to my attention that is was wired incorrectly that part should have never been exposed to begin with is my point plain and simple. So this negligence came from *** utter who did the previous work or they put the car in the lot with that issue to begin with and didn't fully inspect the vehicle before selling it to me. Either way they are at fault. I just want my refund if $906 for the repairs and I will be on my merry way. I will not do further business with them that is why I took it to another dealership because they had my car 9 times and still didn't fix the issue intact made it worse and cost me money for repairs and not to mention $100 every time they serviced it thank God I bought extended warranty for those other times I'm out of I won't get back which if fine. I just want this to be over with and them do the right thing after all it's their name on those cars and their reputation and I wouldn't want to have an unhappy customer. Just goes to show they really don't care.

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