ComplaintsforToothman Ford

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used vehicle from them. Had it 4days,400 miles and the rear main blew out of it. $1500 to fix even tho the gm assured me that they’d take care of it

  Business response

  01/30/2024

  ***** *****

   

  This email is in response to a letter we received from your office regarding a 2015 ***** ******* purchased by ****** ** ******. Mr. *****s had his vehicle towed in to our dealership 4 days after purchase for an oil leak. Toothman Ford paid for the tow back to the dealership. The tow was over $725.00. The diagnosis found a leak coming from rear main seal. The customer was notified of the failure and was advised that Toothman Ford would honor the 70/30 warranty that comes with the vehicle for 30 days. The service manager talked with Mr. *****s to tell him that we were willing to cover half of the cost of the repair. At the time of purchase, Mr. *****s declined to purchase the service contract that was offered to him. Mr. *****s told the service manager to go ahead and order the parts to repair the vehicle. Mr. *****s then called back and spoke with me to express his concern with the vehicle at that time he did not want us to fix the vehicle. I then spoke with the owner, JR Toothman, who told me to let Mr. *****s know that we would cover all but $200.00 of the repair bill. I spoke with Mr. *****s and he refused the offer and said he was going to contact an attorney. Mr. *****s came to the dealership to remove all of his property from the vehicle and requested copies of all of his paperwork. I have not spoken with Mr. *****s since he was at the dealership. 

  Thank you for your time. 

  Brian ***** GM

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 20th, 2023, I purchased a 2013 ****** ****** from Toothman Ford in Grafton WV. During my negotiations with the sales, Steven *****, I specifically asked him if there were any issues that would materially affect the safety or the value of the vehicle. Mr. ***** assured me that the vehicle had been thoroughly inspected and there were no issues. The vehicle has a state inspection sticker dated for November. After purchasing the vehicle, I noticed that the brakes didn’t feel right So on December 22nd I took the truck to **** ****** in Charleston to inspect the brakes. What I discovered was brake lines were not installed properly. I discovered brake lines hanging loose not properly connected to the frame. Break lines that had been spliced and, in some cases, the old lines were left hanging. Many lines were severely rusted and compromised. The Frame was also very rusty, in fact the area that holds the spare tire rusted so bad, the vehicle didn’t even have a spare tire. The technician stated that the car was unsafe and would not currently pass a state inspection. I immediately called Toothman Ford and spoke to their service manager Donald ********. Mr. ******** was evasive and argumentative but told me if I brought the truck ack he would make it right. I sent Mr. ******** an e-mail on December 23rd with my expectations. I have called him several times, and he is never available and does not return my cars. So now I have a truck, that I cannot drive due to the issues above.

  Business response

  01/30/2024

  To Whom it may concern,
  

  This letter is in response to a letter we received from your office regarding a vehicle purchased by ******* *******. Mr. ******* came into the dealership and purchased a 2013 ****** ******. Mr.  ******* on several occasions informed my staff that he only had "30 minutes" to complete the sale. He was in a hurry to buy the truck then leave.

  Mr. ******* lives in Charleston, WV which is about two hours from Grafton. Mr. ******* later called the sales manager to inform us that he had the truck at a *****a dealership and there was something wrong with the brake lines.

  Mr. ******* was informed by our sales manager to bring the truck back to our dealership so we could verify the concerns and correct them if something was wrong. To this date we have not heard from Mr. ******* and he has not returned to have us look at the truck.
  

  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the car end of march/begining of april Every since had the car noticed after purchased 2 rims are bent, passenger side control arms was bent. Also wasnt aware that they shouldnt of sold me the car with the passenger side rear view mirror was broken. Took the dealer numerous times over the control arms & rims and refused to fix! Cant tell on the passenger side that it has been wrecked and turns out that it was The manager of Toothman Ford. It was his sons car that was taken in on a trade, and he seen a young couple come in and took advantage of that, and let us take a lemon car now I am having problems with a having connection between the fuse box under the dash to the ECM, it put itself into limp mode and has been unable for two weeks now. It has been constant nonstop problems with this car.

  Business response

  08/25/2023

  This is in response to a letter we received dated 8/11/23. The customer was correct in that the car was delivered to them with a broken mirror but also with the understanding that the mirror would be replaced as soon as it had come off of back order from ******. The customers have brought the vehicle into our service department on a couple of occasions but we were never able to verify the concern. We also advised them to take it to a ****** dealership as the vehicle was under warranty. The ****** dealership was not able to verify any of their  concerns. Please let me know if you need anything else from us. Thank you

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  Im not satisfied with this response due to them lying about it being under warranty knowing that the car had a cobb tuner on it and that waves any warranty. Have brought the car back NUMEROUS times to get it looked at and wouldnt even take it into the shop. Multiple guys that worked there even stated that they could see where the rimes were bent! Can look at the passenger side where the previous owner had wrecked the vehicle which is also the bosses son! Seen 2 young adults and thought perfect opportunity to get rid of the car. It has then since been in the shop 4 times! In the past 4 months of owning the car!  ******* ****** in bridgeport are also jokes just as much as toothman in grafton having young kids that know nothing about cars nor do they care about their customers! Same as toothman! At first i liked these guys they was nice and seemed very helpful but as soon as a problem presents they dont want nothing to do with the vehicle. Just say take it to *******. Then ******* says take it to toothman! I ended up taking the car to Morgantown and have a detailed letter on what was wrong with my car. After this last incident! And is proven to NOT BE MY FAULT! Boss man at toothman has been shown the proof that he sold a LEMON car and knewww the conditions of the car! Before hand. I just want my money back plus all the repairs i have done to it since! It has been nothing but a pain trying to deal with toothman and this ISNT the first incident that i have heard about toothman doing wrong by there honor! 
  Regards,
  
  *** *********

  Business response

  09/15/2023

  I have reviewed the response from the customer.
  

  Every diagnostic process begins with verifying the customer's concern. Despite several attempts, we were never able to verify the customer's concern. When the vehicle was purchased, it was still covered by ****** basic 3/36 warranty. We encouraged the customer to pursue their concerns with the ****** dealer after we were unable to duplicate their concerns or find problems with the vehicle.
  

  According to ******, the vehicle has been driven roughly 14k miles since purchase. The customer has shared with us in the past that the vehicle was used for commercial delivery purposes. ****** also indicates a mild collision shortly after purchase that required the vehicle to be towed.
  

  While Toothman Ford is always available to help keep vehicles repaired and maintained, we cannot recommend or perform repairs when we are unable to verify any kind of failure.
  

  We will not be offering a refund for the vehicle.
  

  Please let me know if you need anything else from us.
  

  
  

  Customer response

  10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Everything is that last comment was completely B.S!!
  So many things are incorrect in that statement  they will NEVER make this right and admit their fault! They are taking advantage of these young minds and they don't even care. Wonderbwhy people 30 & under have to file bankruptcy because of dirty people like this

   
  Regards,
  
  *** *********

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weekend of 1/27/2023 I took my truck to toothman ford with complaints of a noise it had been making from the rear axle for 2+ weeks and progressively getting worse. They told me that they would drive the truck and get back with me. After a full day of driving the truck the tech, Ian, comes in and tells me that with the aftermarket mods on my truck it is impossible to hear the noise… the same noise that everyone else can hear perfectly fine. When I wasn’t happy with his answer of not hearing it, he admitted to hearing a noise and claimed it to be my trailer hitch which has been in the truck for 2 years. He told me it was “safe to drive” and that they would “absolutely not pay a tow bill if anything happened”. ONE week later my rear end differential seized on the interstate causing the gears inside to be destroyed, the driveshaft yoke snapping at the transfer case as well and possibly more damage into the trans/ tcase. I towed the truck home on my own dime, (which ruined a wheel in the process and was a $100 repair. Pics included ) and they have had it at the dealership since 2/7/23 and have not touched the truck! They claim to be waiting on a driveshaft that is on backorder yet when I gave them the option of providing a driveshaft in less than 2 days they refused and insisted on having to wait. I have been without a truck for over a month now and I am tired of excuses. Not to mention the truck would not need a driveshaft if the “lead tech” hadn’t acted like I knew nothing about vehicles and treated me like I was clueless on the matter. This is the second time they’ve taken over a month to even work on my vehicle! And both times it’s been Ian leading the show.

  Business response

  04/17/2023

  On 1/27/2023, the vehicle was presented to Toothman Ford with a concern of driveline slack, grinding noise, and thumping into gear when coming to a stop. After multiple road tests with several technicians and myself, we were unable to verify the customers concerns. The factory exhaust had been cut off of the truck, and it was equipped with oversized mud tires. The exhaust and road noise while driving was so overwhelming that we had to yell back and forth in the front seats to hear each other. Driveline performance was nominal, and the only abnormal noise detected was a rare and intermittent rattle noise – we suspected this could possibly be coming from a large steel implement hanging from the hitch, but were unable to verify.

  I advised the customer of our findings, and advised him to put the stock tires back on, and get some exhaust re-installed if possible, then drive the vehicle and determine if there was still any abnormal noise to his detection, as we were unable to verify anything. I advised him that if he detected any continued noise with the truck restored as stock as possible, that we would continue diagnosis.

  A week or so later we were notified that the driveshaft had sheared while driving with the oversized tires installed. The vehicle was brought to us with the stock wheels and tires installed for repair. After inspection, we determined that the rear differential had seized. We reported our findings to the service contract provider, got approval, and ordered parts. Factory parts were unavailable through Ford, and when the backorder date was pushed several times, we got salvage parts and repaired the vehicle. It is now operating as expected again, and was returned to the customer on 4/14/2023.

  *** *****

  Service Manager

  Toothman Ford

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  11/24/2022 dropped off 2017 Ford Expedition with the following issues: 1. Persistent hum emanating from dash. 2. Poor warm/cold air delivery to back seat 3. Noise from transmission area when at idle, when cold. 4. Transmission slips in 3rd gear during gentle acceleration Advised service writer that I had a long term maintenance/repair warranty, proof provided Results, copied from invoice: 1. NPF. (It was explained to me that the technician couldn't hear the noise, nothing done, unclear how much time spent). BILLED $135 2. Settings turned off, tech turned on. BILLED $135 3. Road tested, no DTCS, everything seems to be working normal. BILLED $67.50 4. Tech road tested everything is normal at this (time). BILLED $0 also billed for shop supplies $16.88 (what did they use?) So...it seems very little was done or time invested for items 1, 2, but I was billed $270. When questioned about this, the service writer (Ryan?) seemed indifferent, stating I had to pay for the time spent. I mentioned my service contract, and he said the insurance company wasn't contacted since no repairs were made. I again noted the findings were not consistent with the hours labor charged, he said he doesn't time the techs. At this point, I felt further discussion with him of no value, so paid the bill, $375.64 plus $13.15 CUST fee (??) to retrieve my vehicle and left. I believe I have been inappropriately charged for items 1, 2. The $67.50 to look for the transmission area noise did not identify the source, much less fix it also seems a bit much, but I suppose tolerable. I have made multiple attempts to contact Toothman, (talking to customer service and sales people, as well as leaving messages) to resolve the issue, without success (unable to reach someone in a management position who could deal with the issues). Please assist. This dealership seems to have a great reputation, we should be able to work this out. I would like a refund of $270, plus shop supplies, tax and CUST fee.

  Business response

  12/28/2022

  I am responding to complaint ID *********

   

  This repair order was assigned to a competent technician initially after write-up. During road testing and vehicle scanning, the technician was unable to verify any mechanical or electronic failures. We did find a setting turned off, which was turned on to correct one of the HVAC concerns. In any diagnostic process, the very first step is to verify the concern that we are trying to correct.

   

  We spoke to the customer about our failure to verify the concerns, stopping where we were so as to save time and money for all parties involved. We asked clarifying questions to ensure that we were pursuing their concerns under appropriate driving or environmental conditions. The customer answered our questions and requested that we spend additional time re-testing the vehicle. A Ford Senior Master Tech was involved on the second round of scanning and road testing, and the vehicle was additionally road-tested by the service advisor with the owners in the vehicle. After several hours of road testing, visual inspection, electronic inspection, and concern clarification, we remained unable to verify any of the customer’s concerns.

   

  The owner’s vehicle is out of factory warranty, and the coverage is through a third party provider. With these contracts, the owner is responsible for all diagnostic labor until a repair claim is approved. At no point did any of the customer’s concerns lead to a repair recommendation, so no claim was established.

   

  The customer agreed to diagnostic labor at check-in, and additional diagnostic labor when they asked us to re-evaluate after the first round of diagnostic time spent. We charged an agreed-to amount based on the customer’s request to evaluate the vehicle.

   

  Thanks,

  *** *****

  Service Manager

  Customer response

  01/09/2023

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

  Mr. Evan’s message is clear and well worded, however not consistent with my experience. I was advised when I arranged the evaluation/repair, that I would be responsible for about $160.  They had a copy of my 3^rd party service contract.

  The first paragraph describes the first day well.  I was phoned about 30 minutes after dropping off my vehicle, and told that they found nothing wrong…that they couldn’t hear the dash and transmission sounds I described and that the HVAC was fine (improper set up noted and properly adjusted on the climate control menu).
  

  I was concerned that the transmission issues didn’t seem to have been properly addressed.   I explained, as I had when writing the service request, the noise was only present when the vehicle was cold, and it would need to be checked again when cold.  I was also still concerned about the transmission slippage in 3^rd gear that didn’t seem to have been addressed. We agreed that I should return the next morning to ensure that they would be aware of the noise I heard. At Toothman the next morning, I demonstrated the sound while the vehicle idled on the lot.  Mr. Evans suggested a road test, which he and I did, during which he felt the transmission was shifting roughly, and he agreed that further investigation was indicated.
  

  The dealership called me a few hours later, stating they thought the sound from the transmission area was probably a loose piece of sheet metal and not the transmission. They said to get to it would be very costly and that it was basically too much work for something that shouldn’t affect the driving of the vehicle. I agreed. Regarding the rough shifting, all they could say was that there were no error codes (do all transmission issues cause error codes?). The tech didn’t feel the slipping on his test drive.  But, that is interesting since it is very consistent, still happens today, and Mr. Evans had felt it with us earlier that day.
  

  The invoice, previously provided, is not consistent with hours of investigation.  The first 2 billed line items suggest minimal time involvement (dash sound not heard, and HVAC menu set to desired operation), yet an hour was billed for each.  They can’t say they only bill in 1-hour increments because the 3^rd line item is a partial hour charge. The 3^rd line item, investigating the transmission area noise, notes a road test, “no DTCS and everything seems normal” suggested they did a bit more troubleshooting , and yet charges only for ½ hour (which seems reasonable). Line item 4, the transmission slippage, the road test was felt to be normal., and didn’t result in an additional charge.
  

  Although Mr. Evans says that “we charged an agreed-to amount”, at no time were exact prices or even estimates given, other than the initial $160.  In addition to the excessive labor I feel was charged, I was also billed $16.88 for shop supplies but I don’t see where any were used and a $13.15 “cust fee” which I had no idea was coming nor know what it is for. (The Cust fee was not on the itemized bill (the attachment) but appeared on the credit card receipt.)
  

  My 2 main concerns are the potential over charging between the excessive labor and the extra fees. As well as any time I tried to ask any questions, I felt unheard and blown off. Instead of allowing me to talk with the tech involved to clarify what they did or did not do or to a manager to discuss my dissatisfaction, I was simply told “I don’t sit there and watch the techs do their job.” There was absolutely no attempt at customer service.
  

  We are willing to concede that they may have spent an hour on the vehicle for all the issues.  Based on documentation, findings, and what they’ve said, we don’t believe they put more effort into it than that. So, we request a refund $245 which reflects all labor, taxes, and fees above the 1 hour rate. Note, this is less than our original request.  They can refund the card used on file or contact us by phone to coordinate.
  

  Regards,
  

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

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 ********** ****** back in march and all has been great since until it started losing all its antifreeze. We have paid for extra coverage that covers everything and all we pay is $100 once it’s finished. So we took the car in for service on July 7 2022. For weeks we was told the part was on back order. Then they finally said the part was in and was told it would be done that Tuesday or Wednesday. So we called Tuesday and was told “it’s not quite done yet.” So we called Wednesday and was told “it’s not quite done yet, but it should be done Friday with no doubt the tech working on it had a family death.” Well Friday rolls around and it’s still not done and the manager Ian blames Ryan for not ordering parts, parts in which wasn’t needed for the original problem. So Ian tells us it will be done Tuesday so we called in today (Monday) to check on it and get told “we don’t know if it will be done tomorrow or not the tech is having medical issues” like seriously we’ve done been down this road. We have been without a car for over a month now and can’t get a loaner even tho our coverage covers a loaner and we couldn’t even finish our purchase of the ********** until it came back from being a loaner back in march. I have had to cancel our family vacation, my kids missed the last half of summer school, like the cost this is causing my family right now is ridiculous. I just want the dang car back because the issue was something that should have been fixed relatively quick! Please my kids are starting school soon and they are not on the bus route I need my car done! Any help will be greatly appreciated!

  Business response

  08/24/2022

  The vehicle repair has been completed and returned to the customer. The vehicle was dropped off at our dealership with a long completion projection given to customer. The parts came in earlier than expected, but we were still able to finish the job around our original completion projection date. Thank you

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my case from Toothman. It needed warranty work and had to be towed. I called them around May 24th and they could not get it in until June 8th. I was told to have it towed to them on June 7th. I asked for a loaner vehicle in which they stated they didn't have any for 4 to 6 weeks. They had the car for 2 weeks before they even got it into the garage to look at it. They told me the found an exhaust leak by the manifold and they needed to call warranty to make sure it was covered. On June 21st I called and they stated warranty approved the work so parts were ordered and it showed get in the garage by that Friday June 24th. It is now July 5th and it still hasn't been in the garage to be worked on.

  Business response

  08/24/2022

  The customer's vehicle has been repaired and returned to the customer on 7/7/2022.  thank you

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2017 Ford Focus RS in March 2022. It's now middle of June 2022 with multiple phone calls not being returned, they haven't provided memorandum of title so I am unable to get plates and they refuse to provide memorandum of title stating they will send me the plates but temporary tags expired already and still no plates nor will they return calls.

  Business response

  07/13/2022

  See company response

  Customer response

  07/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  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. ↩