Complaints

This profile includes complaints for Vancouver Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vancouver Ford

  6801 NE 40th St Vancouver, WA 98661-3063

• 

  Vancouver Ford

  PO Box 6069 Vancouver, WA 98668-6069

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:09/07/2024

  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.

  Vancouver Ford body shop put wrong tires on the first repair then replaced them correctly after a long period of time. Then we had them repair the truck a second time and it looks like they added the price of the tires to the second repair. The second repair was completed November 2023 and we were told everything was covered. We were contacted about the additional cost April 2024 and off and on given incomplete or misleading information into August 2024. The invoice #****** for $5331.63 I gave you is what was given to me when I picked up the truck after repairs. They have sent several more invoices since April 2024. Please read the attached

  Business Response

  Date: 09/11/2024

  ************** brought his 2022 **** Ranger into our shop for repairs to the front end on 11/7/2023. ******************** covered the cost of the repairs on Claim# **********. They originally approved $1,135.12 on 10/26/2023. They approved an additional $4,048.71 on 11/9/2023 for an updated total repair cost of $5,183.83. They approved an additional $230.85 on 11/10/2023, for an updated total of $5,414.68. They approved a final additional amount of $523.50 on 12/1/2023 for a final total of $5,938.18. All of these payments were sent to Vancouver Ford except for the original approval amount of $1,135.12 which was sent to the customer, which he confirmed to us on 11/28/2023 he received. ************** picked up his vehicle on 12/1/2023, but he did not give us the check for $1,135.12. We have been trying to collect this payment from him since this time. 
  
  Previous to this repair, ************** brought his 22 Ranger into our shop for repairs to the front end and the left side. These repairs included replacing the left and right front tires. These repairs were covered by **************** on claim# *********-002. ************** brought the vehicle to our shop for repairs on 11/4/2022 and picked up on 2/15/2023. ************** contacted our shop several months, later on the week of July 17th 2023, questioning why the front tires that were replaced did not have raised white lettering on them. We informed him that the tires with the raised white lettering were not available at the time of the repairs. We purchased the same make, model and size tires for this truck that were on the back tires, just without the white lettering.  Since it had been a few months we checked on the availability of the tires with the white lettering again and found they were now available. We informed ************** that we would send Safeco an approval request to replace the tires with the now available correct matching tires.Unfortunately, ****** would not respond to our repeated attempts to get the approval. On Aug 14, 2023 we emailed ************** that we could not get the approval from ******, but we would order the 2 new tires and replace them for him. We installed the new tires with the white lettering after they arrived and were never paid by Safeco for them. 
  ************** is accusing us of trying to make him pay for the tires instead of just trying to collect the payment ******************** sent him on a claim that is unrelated to the tire replacement. We simply need him to pay us the amount that Cincinnati paid him on that claim to cover the repairs done on his Ranger under that claim. 

• Initial Complaint

  Date:03/29/2024

  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 stumbled upon this recall on accident and yet to have notification about a problem or resolution from ***** When I call **** they state nothing has been done to fix the recall and we are fastly approaching a yr. when the recall was initiated. I bought this over priced car in June of 2022 and I am driving it everyday and am fully registered and insured.Recall Reference Number: 23S33

  Business Response

  Date: 04/09/2024

  After the original complaint we have left 10 messages at the number listed on the complaint and have yet to receive a call back. We cannot find any evidence that we sold the vehicle no any evidence that we have ever serviced the vehicle. We can't even determine what vehicle has a recall. The document submitted is for over one million dollars and appears to be non-sense. If **** would like some assistance he will need to contact us.

• Initial Complaint

  Date:03/07/2024

  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.

  On 2/28/2024 I brought my truck in for a few issues and none were resolved. I paid for an oil change and it was not done. I have a motion sensor dash camera, I went through all 60plus videos and it showed that the only thing the mechanic did (*********************** Lic#***) was connect the truck to a laptop. The oil change was not done and it shows on the video that ***** did not even open the hood when he was supposed to do the oil change. How is it possible to do an oil change with the hood closed? I was charged 107 something for the work. The report states that the tires were rotated and theyre in the exact same spot, I know because my front passenger rim has a scratch. I feel like this was theft. Its Completely unacceptable and there needs to be consequences for this mechanic. I absolutely believe that this is not a first time occurrence, I happen to have a motion sensor dash cam that goes off even if the car is not on, other customers may not. I wonder how many people were deceived, charged for a service that in reality was never done on their vehicle. I bought my Maverick in July 2023 and about 5 months later it started making a screeching sound from somewhere in the wheels or brake pads. I thought it would go away on its own. I mentioned it to my boyfriend a few months later and was told that I needed to bring it in to get it checked and I did. The truck was never placed on a lift, ***** didnt even bother to check. He just noted that no sound was heard. When in reality there is video of another staff member saying oh thats a bad sound. I am completely disappointed with the service department of this dealership. I buy a new car every 2 years and I cannot wait to sell my Maverick and get a ****** Highlander instead, my experience with **** has been completely disappointing. I actually had plans to trade in my 2023 Maverick for a 2025 model next year but that is completely out of the question now. Im Never buying **** again. The only feature I was happy about was the remote start, which stopped working and that was one of the issues I brought the truck in and to this day the remote start does not work.The issues with this truck are that horrible sound it makes every time the truck has been sitting for a while and remote start not working. None of these issues were resolved. When *****, the tech, called me to let me know my truck was ready to be picked up I asked to please have an oil change since the truck was already there and I forgot to mention it at drop off. He said yes, but to my surprise when I checked my dash cam videos it clearly shows that the work was not done. I was charged for an oil change that never was done. Its ridiculous. I contacted *****, he gave me the go around. I am now going to speak to the departments supervisor or manager to explain what happened and how completely unacceptable this is. I will report this to the Better Business Bureau as well. Other interesting things my dash cam captured was a random Target shopping cart being used to move tools around. Also ***** and another mechanic were having a homophobic conversation about how being gay is a choice and a mental disease. Thats not here or there but shows what type of people they are and its sad that in 2024 some people still have that type of mentality.

  Business Response

  Date: 03/15/2024

  To whom it may concern,

  Responding to complaint ***********

  We reached out to ********************* to have her bring in her Maverick to verify that the oil and filter was replaced. ********************* asked us to find a similar vehicle to hers so she could inspect the oil filter that she believed was not replaced.  We brought a new Maverick in to the shop and placed it in the air and removed the lower cover shield to expose the filter.  ********************* visually inspected the filter and agreed that her replacement filter was different and we had changed the oil and filter.  The main difference in an original filter is that the original filter will have the words ******** ******************** and the replacement filter will read Motorcraft.  We did verify that the remote start system was not working correctly and we have scheduled an appointment for ********************* to diagnose the concern on March 27th.  ********************* was requesting a refund of $107.50, ********************* used her **** Pass Points to pay for the oil change. As a one time goodwill gesture we have reimbursed Miss ********* **** Pass account with ****** points which equals a dollar value of $107.79. 

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

  Fixed Operations Director

  Customer Answer

  Date: 03/15/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/12/2023

  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 took my new 2022 F150 into Vancouver Ford and told them the plastic on my drivers side mirrors is bubbling and melting. The service advisor took pictures and noted this. **** came back with the answer the customer is to blame for the plastic melting so **** wont cover it. Even the extended warranty doesnt cover it. My truck sits in my drive way 95% of the time as we use the car for daily driving. The truck does not sit in the sun and keep in mind, its winter time. If my truck mirror is melting in 45 degrees I will hate to see what happens in the summer time. I sold back my extended warranty as it does no good to have it. Vancouver Ford stated they have seen this on one vehicle before and they replaced the mirror at warranty as faulty part. Vancouver Ford (or ***** wont stand behind their vehicles. In my years of owning numerous vehicles, living in hotter weather condition, never has the plastic ever melted or bubbled on my vehicles.

  Business Response

  Date: 02/14/2023

  BBB Resolutions Specialist,

  
   Regarding case number ********
  

   **** the manufacturer has specific requirements for replacing certain components such as exterior mirrors under warranty; the guidelines for replacing mirrors require pictures of the component that is to be replaced. Exterior mirrors require prior approval from the manufacturer before the mirror can be ordered.  Vancouver Ford uploaded the required pictures and a description of the affected areas on the customers **** F150 truck in early February. As in all warranty repairs the manufacturer will always seek to determine the defect in the components.
  

    **** the manufacturer reviewed the uploaded pictures and replied to our prior approval request with these comments.  Based on the information you have provided, this would not be covered under warranty for the following reason. This is caused by exposure to high heat and is considered damage from an outside source and not a defect in the material. The manufacturer has deemed in their opinion that the defect is not because of workmanship or part failure but it is due to an outside source.
  

   The decision to deny the prior approval request was rendered by the manufacturer and not Vancouver Ford.
  

   The customer is aware that **** made the decision and in his follow up survey he acknowledges that his concern is with ****. I have attached supporting documents to review
  The estimate to remove and replace the drivers side exterior mirror is $2004.00 plus tax, as a one-time goodwill gesture Vancouver Ford would offer a 25% price reduction to assist the customer.
  
  
   **********************

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19391470
  
  I am rejecting this response because:The melting of the mirror is NOT caused by anything I did. **** needs to take FULL responsibility of their defect. If this was caused by my truck being in sunlight, why arent there other trucks with the same issue? Should I park my truck inside and only drive it when there is no sunlight? My truck has came with plastic that already needed to be replaced due to it coming with damage and warped. My mirror also has wiring in it. How does **** not know there is a shortage in the wiring that caused it to overheat? Vancouver Ford simply always tries to blame the customer on everything; look at all the other complaints, blaming customers. **** as a WHOLE needs to stand by their product and realize my truck came with defective  plastic already and whos to say this is not another defect from the plastic again? I will agree to pay for the maintenance cost for install but **** needs to pay for the replacement. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/17/2023

  Vancouver Ford represents ***** The complaint still needs to be with them since they are representing ***** I bought my vehicle through them and have all issues resolved through them. That includes faulty parts, service, and recalls. 

• Initial Complaint

  Date:09/29/2022

  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.

  My story starts October 2021, when I purchased a 2019 **** Mustang from Vancouver Ford. I paid cash for the vehicle and was provided an AutoCheck, not a Carfax the day I had purchased this car. Over the last 8 months I have had several issues that made think my car was an accident . After pulling the Carfax, it was wreckedn July 2019. This led me to look for an accident report, which was filed by a *************** officer on July 23, 2019. The damage was: side door, front and rear quarter panel, and blew out the back window. I continued to do research and reached out to the previous owner to find out how much damage was done to the car. ***************** not only signed an affidavit to say the car should have been totaled, but also shared the pictures that was taken by Vancouver Collision of the cars damage. ********* retained a lawyer after the officer hit her and had an $8,000 settlement on the depreciation value of the car due to the accident. We have asked for invoice from Vancouver Collision but havent been given any documents. Vancouver Ford and Vancouver Collision are in the same building and the same owner. When I asked why they didnt know that a car that was in their facility for 2-3 months being repaired, and the previous owner said it was in an accident when she traded it in why the dealership couldnt share that information with the new buyer two days later. I bought this car with ***** miles and was told it was never an accident and paid full price. Now that I know the true facts, I tried to work with the president *********************** and sales manager (***********************) at Vancouver Ford and was told these things happen. Vancouver Ford should buy this car back for the price I paid.

  Business Response

  Date: 10/10/2022

  To Whom It May ******************** correspondence is in response to a complaint filed by ***************************** with the Better Business Bureau on September 29, 2022. 

  
  On October 29, 2021 ***************************** purchased 2019 **** Mustang VIN #***************** from Vancouver Ford, **** At the time the odometer reading showed ***** miles.  When this vehicle came in trade, the companys software utilizes a subscription to AUTOCHECK which historically contains more detail and significant additional information over CARFAX for detailing an automobiles history. Both databases are considered industry standards that auto dealers and consumers utilize to determine the history of a vehicle.  In as much as 50% to 80% of all collision repairs are paid for directly by the customer rather than by an insurance company, these tools are not particularly reliable in determining the accident history of a vehicle since no disclosure of customer paid repairs are required to become part of the public record.
  The damage to the vehicle was relatively minor, totaling less than $6,000.00 which is well below the threshold for totaling a vehicle.Despite the prior owners alleged opinion that this vehicle should have been totaled, the truth is, their opinion carries far less weight than that of the insurance industry or the laws that govern their behavior.

  
  In short, a claim of 15% of the vehicles value is well short of the 80% generally required to total a vehicle.  The customer alleges that we assured her at the time of purchase that the vehicle was not in an accident.  The supporting documents speak louder than her recollection of a conversation with our salesperson and the documents available to us at the time of sale showed no evidence of accident history of the vehicle. Moreover none of our salespeople would offer such an assurance because such an assurance is impossible to offer on any vehicle, even a brand new vehicle, as offline repairs, transit repairs, rail, shipment repairs as well as lot damage incurred after a vehicle is shipped to a dealer could all be performed with no disclosures, unless specific thresholds are reached. Industry estimates show that 75 percent of all vehicles on the road today have incurred some level of body repairs.

  
  The customer has requested repurchase of the vehicle at the same price she paid for it roughly one year ago.  That request is unreasonable in as much that the vehicle has an additional 10-12,000 miles on it at this time; shes had the use of the vehicle and has driven it. We offered her the opportunity to trade the vehicle in with no diminution of value due to its accident history, which she declined. We also offered her a cash price for the vehicle which she also declined. Lastly we offered to consign the vehicle for sale on our lot for her,for whatever price she wanted to sell it for and she again declined.

  
   In short the damage to the vehicle was minor; the vehicle was repaired pursuant to industry standards and consistent with **** Motor Company training, and utilizing **** Motor Company tools and techniques.  We regret that she feels that somehow she was deceived in the purchase of this vehicle and that facts were hidden from her but the facts are that the vehicle damage was minor that it was sold to her as a used car and the documentation supports that the vehicle is safe, sound and reliable to the extent possible for a vehicle of its age and mileage.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18145340
  
  I am rejecting this response because: they should have said it was in an accident, it was worked on in Vancouver's Collision Center.  The salesman said it was never in an accident and I would have never bought it if that was disclosed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/16/2022

  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.

  Scheduled service 5/9/22 for recall, transmission fluid flush and replace, air conditioner recharge, brake fluid, diagnose the check engine light. Appointment ****-22. Drop off at 8am for 8:20 appt. Was given 460$ quote for items to be fixed and for diagnostic ONLY on check engine light. Was told will recieve call by 4:30 on ****. No call still by ****. Called at 7:24 was told i would get a call back. No call 8am. Went down to dealership. Recall was finished by 1 PM on ****. Received a almost $3000 quote for everything that was wrong with my car and none of it was stuff i stated. I specifically stated the things that I was willing to pay for that needed to be fixed very simple transmission fluid brake fluid air conditioner recharge, regular maintenance work. They decided to do diagnostics on everything that I asked for instead of doing the work they just diagnosed what has already been diagnosed, 125 for checking my fluids. When i NEED break fluid, i need transmission fluid. I never received a safety inspection paper when my recall was done. My horn does not work properly. I pulled horn relay fuse since clock needs to be replaced in steering wheel. Totally unrelated told me that I need a brand new car key and I need to fix the padlock on my door. That is not the reason my horn is going off it is not even in the same fuse box. Does not add up to me, i need my horn fixed and i waited over a month for them to not work on my car? Im tired of getting the runaround I want to pay money and get my car fixed. it is not legal for me to be on the road without a horn that is a safety standard. I am very frustrated and I feel like they did not treat me correctly as a customer. rushed me out of the building without any paperwork, without fixing anything and keeping it longer than necessary with no communication. not good business My car sat for a day and a half and I couldnt work because I didnt have a car and nothing was fixed Im very upset.

  Business Response

  Date: 06/22/2022

  BBB 17437457,
  Vancouver Ford received a call from ************************* on May 9th with a request to schedule a recall; the recall was scheduled for **** 15th,at the end of the conversation *************** added several items to inspect.  The information about the air conditioning,horn and fluid inspection was added to the appointment.
   On **** 15th when *************** arrived our service advisor also created the repair order based on the information in the computer and also made the A/C inspection line an air bag complaint. We apologize for the error in transposing the information.
   The technician diagnosis was made and the information was relayed to *************** in person by our service advisor, *************** did not agree with the diagnosis for her concerns and made a statement in front of our service advisors that she should have never came to the dealership and that she was being taken advantage of because she is a woman and that we are trying to steal $500.00 from her.
   The service advisor removed the charges of diagnosis and *************** did not pay for any diagnosis.
  Our **** Manager ******************************* reached out to *************** on **** 16th and spoke with *************** about coming in within the next two weeks to review the items that should have been addressed.
  *************** agreed to coming in for the inspection on the items that we did not address in her call with ******* on **** 16th.
  Later in the day on **** 16th we received this BBB concern, ******************************* has reached out to *************** on **** 20th and **** 21st and left voice mails, we have not received a call back.
  Vancouver Ford is sorry for not correctly addressing   *************** prime concern item, we have communicated directly with *************** and we are looking forward to speaking with *************** soon to complete her diagnosis.
  
  Thank you,
  ***********************

• Initial Complaint

  Date:05/27/2022

  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 brought my truck (2008 F250) to Vancouver Ford for engine work. This work took several days, as expected. The work was completed in the early afternoon of 5/17/22 however I was not notified until 5/18/22. They proceeded to park my truck overnight in there lot. On the 18th when I was notified I paid for the repairs and arranged for recovery of my truck. Since I could not be there during the service centers hours they were going to drive the truck over to the sales side where I could retrieve my keys and take my truck home. When I arrived my truck was sitting where they described it would be so I hopped in and started it up. Immediately I turned it off due to the extremely loud noise, so loud the sales manager and the gentleman cleaning the facility came out within 30 seconds. It was then I knew my catalytic converter had been stolen. The sales manager contacted the service manager and the janitor contacted the ** right away. They were notified that the damage was not done where the truck stood. The following day I had to reach out to the service manager and the **. Both were acted surprised about the situation and told me that i would be responsible for the repairs. To me this seems totally unreasonable since I was not notified that my truck was done on the 17th, this damage occurred on there lot in between the time of the intial repair and me being notified, also that my truck was moved without the catalytic converter, to which the ** said that the person who moved it said it was a little loud and nobody said or did anything. All I want is what is right and to be compensated for the repairs of the catalytic converter which the are unwilling to do.

  Business Response

  Date: 05/31/2022

  Vancouver Ford takes as many precautions as possible to deter theft and/or subsequent damage to our customers vehicles.  We cannot be held responsible for such acts; this is why auto owners hold insurance.  This is an insurance claim.  The law is very clear with respect to responsibility of theft and or vandalism.  The customers vehicle could have been parked anywhere when this occurred and the location of the vehicle is irrelevant.  We are very sorry this has occurred but are not legally obligated and do not take responsibility for this lawlessness act.
  Sincerely,
  
  Vancouver Ford Inc.

  Customer Answer

  Date: 05/31/2022

   
  Complaint: 17284320
  
  I am rejecting this response because I was not notified when my vehicles service was completed, therefore I was not given the opportunity to pick up my vehicle and prevent this ******* act from happening. Further more a Vancouver Ford employee drove my vehicle from on side of the lot to the next saying it was a little loud. It was not inspected at that point nor was I notified about the problem. It was parked and pushed off as oh well.Sincerely,
  
  *******************************

  Business Response

  Date: 06/03/2022

  Vancouver Ford Inc. takes as many precautions as possible to deter theft and/or damage to our customers vehicles while they are left for service.  We do not provide insurance coverage for these vehicles any more than ******* does when you park on their lots while shopping.
  
  This customer signed a statement at the time of drop off whereby the customer acknowledges that they understand that their insurance and not ours, is the only insurance applicable to the vehicle.
  
  This is an insurance claim for the owners insurance.  The law is very clear with respect to responsibility for theft and/or vandalism.  The customers vehicle could have been parked anywhere when this occurred and the location of the vehicle has no bearing on liability. We are very sorry this has occurred and have offered the customer some assistance with their insurance deductible. Also, we considered providing good will and therefore asked the customer if he knew what his deductible was and ******************** would not provide any information.  We consider this case closed.
  Sincerely,
  
  Vancouver Ford Inc.