Complaints

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:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 **** Ranger on 12/07/2024. A few days later I drove to ******** with the vehicle and tried using the A/C and it did not work. I took the vehicle to ******* Automotive of Montrose, and they could not get the air conditioning to work. They also replaced many fluids including; antifreeze, brake fluid, transfer case fluid, transmission fluid, differential fluid exchange in the rear. They also replaced the cabin air filter and also fixed the constant velocity axle seal assembly. This totaled to $2,351.42 ******* Automotive said that it could be due to the cold weather or a software issue as to why the A/C is not working and wanted to wait for warmer weather to look at it. Timber Ford of Hayward told me the A/C would not work unless it's 60If that is true then how was Timber Ford of Hayward able to inspect the heating and cooling system and said there were no issues on my copy of the Wisconsin buyers guide, "used vehicle general condition" Timber Ford of Hayward also checks to make sure the fluids are low. The fluids might not have been low, but they were due to be changed based on suggested manufacture life cycles, but I was not made aware of any of the fluids being past due by Timber ****. Nor did they recommend that I have the fluids changed. ******* Automotive takes pictures of all the parts and fluids they replaced. I sent the bill, and pictures of the parts to **** in sales via text and email. I was told by ******, from Timber Ford of Hayward, that it was not something they covered, and that he would forward the pictures I sent of the bill and replaced parts and fluids to his manager and that he would give me a call. I put $3,000 down on this vehicle from my credit card and I would like that refunded to cover the cost of repairs, along with reassurance that Timber **** will cover the cost of the A/C repair when the weather warms up and I can have it looked at again. I have a link from ************************* that I can email, showing all repairs.

  Business Response

  Date: 02/06/2025

  Subject: Response to BBB Complaint ********. Mr. ********* complaint

  
  Dear ****** *.
  Better Business Bureau

  
  Thank you for giving us the opportunity to respond to Mr. ********* complaint regarding his purchase of a 2019 **** Ranger from Timber Ford of Hayward on December 7, 2024.
  At Timber Ford of Hayward, we thoroughly inspect all vehicles before sale to ensure they meet Wisconsin's required standards. The ******************* question passed our inspection, and the Wisconsin Buyers Guide provided to the customer indicated no issues with the heating and cooling system at the time of sale.
  Regarding Mr. ********* concerns:

  
  1. Air Conditioning Issue:
  The customer reported that the air conditioning was not functioning while in *********
  The repair facility he visited noted that the issue may be due to cold temperatures preventing the compressor from engaging, making it difficult to diagnose at that time.
  At the time of sale, the A/C system was not reported as faulty. A/C compressors often do not engage in cold temperatures, which aligns with what was explained to the customer.

  
  2. Fluid and Maintenance Services:
  The customer authorized a third-party repair shop to perform multiple maintenance services (fluid changes, cabin air filter replacement, CV axle seal repair, etc.), totaling $2,351.42.
  These services were not related to a mechanical failure or any known issue with the vehicle at the time of sale.
  Timber Ford of Hayward was not contacted before these services were performed to determine whether they would have been covered. Had we been consulted, we would have clarified that routine maintenance items are not required or mandated by the state of Wisconsin or the manufacturer when sold as a used vehicle.
  In response to the customers statement regarding fluid changes:
  The fluids might not have been low, but they were due to be changed based on suggested manufacturer life cycles, and I was not made aware of any of the fluids being past due by Timber ****. Nor did they recommend that I have the fluids changed.
  -We are not required or mandated by the state of ********* or the manufacturer to perform suggested manufacturer maintenance items or disclose them when selling a used vehicle. 
  -We are not required to disclose or replace fluids based on manufacturer suggested maintenance intervals. If the customer had contacted us beforehand, we would have provided guidance on the necessity of these services, as well as the associated costs.
  -The repair facility the customer visited performed what appears to be an upsell of maintenance services. While these services can be beneficial for prolonging vehicle life, they are not mandatory, and it was the customers choice to approve them.

  
  3. Requested Refund and Billing Adjustment:
  The customer is requesting a $3,000 refund to cover the cost of repairs and a guarantee that Timber Ford of Hayward will cover future A/C repairs.
  Since the services performed were routine maintenance and not the result of a pre-existing defect, we do not find a refund to be warranted.
  While we do not intend to wait for warmer weather to test the A/C, we are willing to assist in evaluating the issue further. If the A/C system is found to have a defect, we will determine if assistance is appropriate.

  
  At Timber Ford of Hayward, we strive to provide quality vehicles and service to our customers. While we regret that Mr. ******** is dissatisfied, we stand by our inspection process and the fact that all post-sale maintenance was performed at the customers discretion.
  Please let us know if additional information is needed.
  Best regards,
  **** ******
  Owner, Timber Ford of Hayward
  

  
  

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I don't appreciate how Timber **** is essentially saying, "we do the minimum that the state requires and if it wasn't broken when we inspected it then it's not our problem" how are customers supposed to know if they just swept an issue under the rug and sold the vehicle as is? If Timber **** is going to say that the ** doesn't work in the cold how did they test it themselves to see if it worked in December in *********? Also, how is an axel seal not considered a mechanical failure? Timber **** told me when I bought the truck they treat people right so they want to come back. They did not do that with me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:09/20/2023

  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 received two different recall notifications for my 2021 f150 from ***** The first was for a loose heat shield that could rub on the drive shaft. I took it to Timber **** and they said they fixed it. The second recall was for a potential stripped out wiper arms causing loss of use of windshield wipers. Timber **** looked at them and said they were fine and did not need replacing. I Just got another recall for the windshield wiper motor. I called Link **** in ********* to get the warranty work done. They told me there were 3 outstanding recalls to be done on the truck, 1) heat shield 2) wiper arm 3) wiper motor. I told them the first two had been addressed by Timber ***** ********* told me there was no record with **** that those recall repairs were made. They also told me the wiper arm definitely needed to be replaced based on the date of manufacture of the truck. Timber **** service is not honest, or reliable. My advice is find another dealership.

  Business Response

  Date: 09/28/2023

  Dear *****,
  
  Thank you for taking the time to share your concerns regarding the recent recall notifications for your 2021 F150. We understand how crucial it is for our customers to have confidence in the safety and reliability of their vehicles, and we genuinely regret the inconvenience you've experienced.
  
  Let's address your concerns about the recall repairs performed at Timber ***** It's crucial to clarify that part of the warranty recall process requires us to submit documentation to **** whenever we undertake any warranty-related repair or inspection. At Timber ****, we are fully committed to ensuring the safety and satisfaction of our customers.Reporting and addressing recalls not only uphold our commitment to safety but also play a vital role in sustaining our service department. We are dedicated to working alongside our customers to diagnose, repair, and report these issues to ****, allowing us to provide quality service while receiving compensation from **** for the work performed.
  
  In analyzing the situation, it appears that a lack of communication and expectation management contributed to this unfortunate oversight on our part. We understand that you may own two trucks, a 2021 F150 and a 2020 Super Duty, which might have caused some confusion. Regrettably, we do not have any documentation indicating that you requested or that we inspected the wiper arms for your 2021 F150. However, we do have documentation for the warranty work completed on the loose heat shield of your 2020 Super Duty on 04/18/2022, although we do not have records for your 2021 F150. We do have warranty repair history on your 2021 F150, however not with either of the recalls you are referring to.
  
  Our Service Director, *******************, has made several attempts to follow up with your voicemail messages. We understand that both parties have been trying to reach out, and we apologize for any inconvenience caused by these communication challenges.
  
  We genuinely value your feedback and are fully committed to resolving this issue to your satisfaction. We greatly appreciate the opportunity to engage in a conversation with you to review the situation comprehensively, identify any lapses in communication or documentation, and collaborate to find a solution that ensures your trust in our ****************** is re-established.
  
  Please feel free to contact ******************* directly at ************ at your earliest convenience. We eagerly anticipate speaking with you and addressing your concerns personally.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  *********************
  Timber Ford of Hayward