ComplaintsforCharles Gilchrist's Southwest Ford

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased 2 vehicles in the last 2 years from Charlie ******************** team and Im disappointed. I have a truck that has an obnoxious rattle and vibration as well as a navigation screen thats glitching out and they want me to pay $2200 do have it fixed. *** owned the truck for a year, *** been trying for almost that year to have Southwest fix this issue only to be bumped to be back of the line over and over again. When pressed, the service manager said, we called the used car manager on the 2021 f150 you purchased to see if they would like to participate in helping pay for missing foam thats causing this issue and they said no. Ive done all I can do. Unbelievable. We have been loyal to ******* and his Southwest team only to become just a number of no value.

  Business response

  02/16/2024

  We have contacted **************** and we agreed to fix the vehicle and furnish a **** that was missing. **************** will be responsible  for $500. He agreed that was a satisfactory settlement that he is very happy with.

  Customer response

  02/19/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a vehicle back in 2020 In-and-out of shops for recalls And then transmission goes out on me driving with my kids in the car call customer relations at **** They know my history promises were made phone calls never made until I was calling the facility back Then it got to a point where I finally got a hold of the gentleman And then it was a whole different ball game They ignored me so I took the necessary steps to every Way possible To get attention and this is the only way they would respond instead of making it right. I'm a mother of two with no car and ***** On me been to dealership after dealership Even trying to refinance the loan nothing after he told me that they were going to help me and then it was absolutely nothing after I told them I. Was contacting a lawyer! Just recently when the car transmission went Out around end of march my daughter was hospitalized taken by ambulance I had no vehicle to take her and she had oxygen that would not stay stable I have proof that this car is a lemon and Ignore time and time again and since this seems the only way they are reaching out. We can play ball because what they did is illegal And i'm going to hire a lawyer if nothing is going to be done

  Business response

  05/13/2023

  According to our records, when the vehicle was purchased on 2-26-2020, the vehicle had ******* miles on it.  on 12-12-2022 the vehicle had ******* miles on it.  We will be happy to repair the vehicle but there will be a cost for parts and labor.

  Customer response

  05/15/2023

  Complaint: 20007494
  
  I am rejecting this response because: This is not what I'm asking nor is it accurate. They have ignored me Completely. I know when I purchase. The vehicle? And that's. Not What the issue is He promised me a phone call back and to find a car to get me into to roll everything over apologizing time after time. No emails answered no calls answered When told I was going to let the loan people take the car back I was told bring it here first ************ dealership These people sold me a Lemon and I have every leg To stand on and proof. I have my car in a shop that's been over A month trying to make payments to get it back going on 2 months without my vehicle when. They promise to make it right and they. Want? To message basically what my contract says that's not what the problem is here. It's a promise's made phone calls that. I never got in return a car sitting in the driveway when my daughter gets hospitalized in the abuins has to take her away And I have no reliable transportation. I want this escalated
  
  Regards,
  
  Sierra ******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 7, 2023, my husband took our ******************* to be serviced for an ongoing problem(which we have documentation on) with the heating and air system. The service writer took the truck and in about 45mins came back and said that there was a stuck actuator and there was a freon leak and the vent door was stuck closed under the dash. At that time the service writer contacted **** about this problem, be mindful that this was an ongoing problem and the truck is no longer under warranty. The Warranty Administrator made the decision to decline giving Southwest Ford Assistance on this repair. The truck is only 3 yrs old in July and was under warranty when we started having these problems. We are only asking that Southwest Ford/**** do what is right and fix what was never fixed to begin with. Thank You for your help in this matter.

  Business response

  04/24/2023

  Mr. *********************** come in on 4-7-23.  He does have an inlet actuator issue.  The warranty on the actuator expired at ****** miles.  He has ****** miles on the vehicle.  We asked **** for assistance and they denied based on his scores with **** Motor Company.  Also, he did not buy the vehicle from us, nor does he authorize any repairs.  He does do his oil changes with us.  Also, he does appear to have purchased an **************** Contract that would probably covered this issue.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my ******************************************************* for service on Tuesday 23 Aug 2022 and not once has anyone called me back with a status update. I called Southwest Ford service department at 10am on 25 Aug 2022, specifically requesting to have someone call me today with an update on my status of my car. I just called Southwest Ford service department again, because they will not call me back, the same day at 4:15pm and the female I spoke to just Hung up on me. My vehicle has now been there for 3 full work days with not a single status update or even the use of another car while they are servicing my vehicle. My vehicle had an appointment on Tuesday the 23rd at 10am and it is now Thursday the 25th at 430pm making 3 full days in their service department without an update or any type of customer service professionalism. This is poor customer service.

  Business response

  08/30/2022

  Our service director reached out to **************** on the 26th after he heard we had not responded to *****************  We have put him into a vehicle to drive and as of this afternoon we have received the parts required to fix his vehicle.  We apologize for the lack of communication he experienced. We truly want **************** to be happy with not only his vehicle but our ability to service his vehicle.

   

  Customer response

  09/02/2022

  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. One note, I was not given a car for temporary use while my car spent over a week in their shop. The service manager did reach out to me letting me know he mistakenly stated he put me in a loaner car which he realized he did not. My car repairs are completed for now and this complaint can be closed. I am satisfied with the response from the Service Director. 
  
  Regards,
  
  *****************

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2021 I brought my 2016 F250 to the dealership for oil change and fuel filter replacement. The tech over-torqued the fuel filter so much that when i brought it in to replace filters again I had to pay an additional $600 to replace the part the filter connected to. I called **** and opened a complaint and opened another with the dealership who has not contacted me at all regarding this. I brought my truck to the dealership to get the work done correctly and paid more than I would at a regular mechanic.

  Business response

  10/22/2021

  We have reached out to ****************** to get more information.  The fuel filter locks in place so you can turn the filter only so far.  We need to get more information so we can help *****************.

  *************************, our General Manager has emailed ***************** ,today Oct 22

   

   

  Customer response

  10/23/2021

  Complaint: 16035202
  
  I am rejecting this response because: This is only the initial contact and there is no resolution yet. I will update as we move further along. 
  
  Regards,
  
  *************************

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase 2016 **** Explorer XLT on ******* plus extended warranty $3115 & gap ins $795. A few days later we determined we wanted to trade for an Expedition or Explorer with more upgrades as we had requested originally since the Explorer we purchased was basically a base model. After talking with another dealership it was learned that we would need to cancel our ext war/gap ins which we did on Saturday, *******, being told it would ***********-8 wks to receive our refund to our lender for the ext war & a check directly to us for the gap ins. Not seeing anything credited to our account after 9 wks, Wed, *******, I spoke to a man in the ******** who stated that their Admin said we were at 8 weeks & a batch of refunds due to be sent out next wk with ours in that group. As of today, Wed, *******, per our account no credit has been applied. We called on ********** of this wk with no return calls with info. We have been loyal customers this is car #5 purch from them & received terrible service!

  Business response

  10/01/2021

  Tell us why here.

  The Varquera's did submit the cancellations on 7-10-2021.  We thought we had entered it into the processing system but realized after we were recontacted by them that it did not process.  We have since manually processed the payoff to Santander Consumer USA on 9-27-2021.  We apologize.  We truly value the Varguera's business.  Thank you for letting us know about the situation.

   

  Customer response

  10/05/2021

  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.  BBB Complaint #******** has been resolved between myself & Southwest Ford with a refund being received. Thank you for your assistance.
  
  Regards,
  
  ****** & *********************************

*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. ↩