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BBB Accredited Business since
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This company offers new and used auto sales and service.
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A BBB Accredited Business since
BBB has determined that Dick's Mackenzie Ford meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Dick's Mackenzie Ford include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Oregon Department of Motor Vehicles
1905 Lana Ave NE, Salem OR 97314
Phone Number: (503) 299-9999
Type of Entity
Business ManagementMs. Shannon Inukai, Vice President Morley Fletcher, General Sales Manager Mr. Roger Mackenzie, Customer Relations Manager
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Tire Dealers Auto Body Repair & Painting Auto Repair & Service Brake Service Lubricating Service - Automotive Radiators - Automotive Transmissions - Automobile Auto Air Conditioning Equipment New Car Dealers (NAICS: 441110)
Alternate Business NamesMackenzie Motor Company
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
4151 SE Tv Hwy
Hillsboro, OR 97123 (503) 844-4058 Directions
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Additional Phone Numbers
- (503) 844-4058(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I went to the dealership approved for a specific vehicle. Once we negotiated price, I was subjected to multiple pushes to attempt to finance through the dealership, despite my statement that I wanted to remain with Capital One. I was very clear that I did not want any offers of financing by the dealership, and that I had my own. I will still pushed, and declined. 2 Weeks later I kept receiving multiple letters from creditors saying Dick's applied for financing on my behalf. I had my credit report pulled over 17 to date, when I specifically stated that I did not want this, and only authorized them to pull it once, to confirm my identity so that I could drive the vehicle home. I have been in discussion with Shaun the sales manager, who doesn't see this as an issue and insists that I gave my consent to apply additional financing. I feel the dealership is intentionally and fraudulently applying for financing despite clear directions not to, as a means to obtain a sales contract with a partnered financing company in an effort to pad their bottom line, and bring in further income in the most unethical way. Repeated attempts to communicate with Shaun have had no resolution and insist that I must have given my consent or they wouldn't have applied for all these lenders. Furthermore he contends that I never communicated that I didn't want financing ran, and wanted to stay with Capital One. Shaun's go-to line is now to ask why I applied for credit, if I didn't want any. And I continue to reiterate that I was told I had to fill out the application to have my credit pulled in an effort to verify identity and drive the vehicle off the lot, despite financing with Capital One. Which I do have documentation that I was required to do.
Desired Settlement: I wish for the company to contact all the lenders that they applied for financing on by behalf for, against my consent, and inform them that they did so without my consent and have the hard inquiries removed from my credit report. Additionally, I request the company immediately cease and desist in the unethical application of credit for customers that clearly and implicitly request that they DO NOT want them to finance on their behalf.
***Please see attached documents***
Mr. M***** submitted an online credit application, authorizing us permission to pull credit, and submit the application to lenders on 9/27/2015. On his second visit to our store, Mr. ****** agreed to purchase a 2012 Ford F-150. During the sales process, Mr. ****** also completed another finance/credit application and was clear at this point that he was pre approved with Capital One. The pre approval with Capital One still required us to submit his loan application. As part of our process we require a hand signed application in addition to the electronic credit application. Most lenders including Capital One require the hard copy of the credit application to be included with the loan application package.
Read Complaint Details
Complaint: Dick's Mackenzie Ford listed a 2006 Merecedes-Benz S600 with 74,094 miles online for $9,995. This is a very low price for the vehicle in question so I contacted the dealer and began the process of checking the car out the day it was listed for sale, which was a Saturday. I was contacted almost immediately by a member of the sales staff. I asked some questions about the car, like where it came from and what condition it was in. It was a trade in they were looking to turn over quickly. Because I live in North Carolina it wasn't feasible to fly out and look at the car in Oregon, so I hired an independent vehicle inspector. The inspector I sent is a L1 Advanced ASE Master Certified Technician, which means he is at least as qualified if not more qualified than the MOST qualified technician that works at this FORD dealership. In the extensive report he gave me back on the car he found that the vehicle is in more than acceptable condition, despite the fact that he himself told me the car was likely a basket case at the price it is listed at. It needs nothing more than tie-rod ends and a couple radiator hoses to be in top shape. There was inconclusive evidence of a possible exhaust leak, but nothing that negatively effects the vehicle (he said it could be missing insulation). The inspection occurred on Wednesday and I attempted to buy the car on Thursday. They refused to sell me the vehicle. They said they were pulling it from the market and giving it to "the wholesalers" because it was "not in a condition to sell." I know this to be untrue, and they behave like I never had an inspection done for myself and couldn't possibly know the condition of the vehicle. They used the word "liability", and I explained I would be happy to buy the car as-is, since I am well aware of the vehicle's condition. They would have none of it. I don't know what game they are playing, maybe they are trying to get more money out of the car than what it was advertised for, but their business practices are anything but honest.
Desired Settlement: I want them to either sell me the car they advertised at the price it was advertised at when I first contacted the dealership or they need to reimburse me for wasting my time, at least to the tune of the $209 independent inspection that proves the car is in more than sell-able condition.
Our entire inventory is automatically listed online as soon as we take the vehicle in, either by
Problems with Product/Service
Read Complaint Details
Complaint: When we had purchased the car we were given a car fax sheet stating the car had a clean title history and had never been in an accident. Shortly after purchasing the vehicle I noticed that the temperature of the vehicle had only two extreme temperatures in the car - super hot or super cold. After a few months I wanted the car to display the outside temperature and noticed something was wrong. So thinking it must be a problem with possibly the computer system I took it in to another Ford dealership to have it looked at. They explained to us that the car had been in accident before and that you could tell the the bumper was replaced and the sensor was broken off of the car and had not been replaced. We were upset to find this out because we had bought the car with the impression that it had not been in any accidents. Knowing that we bought the car from ****'s ********* Ford, we called them to see if this is something they could help us with since we bought the car from them. We did not have the car repaired at all until we heard from ****'s *********. But of course they never returned our phone calls or directed us to the right person to talk to. Since we felt they were stiffing us, I had the car repaired and was given the part that was broken. Even after I had the car repaired I tried contacting a manager or sales rep to settle this problem and was directed to Ford Motor company. Ford reassured me that the repair I had done on the vehicle was due to a collision and damage to the sensor. If the company had run an inspection on the car they would have noticed a problem with the sensor. Although car fax states it had never been in an accident, if a car had been in a fender bender and not reported, auto body shops do not report that on car fax. After gathering that information, I contacted ****'s again to see if this is something that they could resolve with a manager. Instead the had the some other sales rep call us back, unable to respond I called back and talked with a sales manager. From the moment I said who I was he acted like he was ready for a fight and told me that because I did not even think of calling them or taking to their dealership that there is nothing they could do. I let him know that we did contact ****'s multiple times and tell them the situation and noone called us back or directed us to the right person. He apologised for that but for the rest he basically said that I was out of luck. He stated that he would let the General Manager and Service department know what has happened and someone would be in contact. Like the many times, again NO ONE has called or emailed me to resolve this issue
Desired Settlement: I would like an official apology from the business for selling us a car that had been in an accident and for them to pay for the sensor that we had to put back into our car
Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ *********, I on behalf of Dicks Mackenzie Ford, and Dicks Auto Group would like to apologize for your experience with our staff. The way that you were treated was very unprofessional, and unlike how we train our staff. We should have called you back when requested and followed up with the conversations you had with our staff. We were unaware that the vehicle you purchased had been in any kind of accident, and were also unaware that there was a sensor needing replacement. We agree with your request for reimbursement, and we are happy to do so. I would like to take the time to apologize again for your experience, and for failing to meet your expectations, and our own. Please know that is not how we conduct business. We take pride in our business, our community, and our reputation. If you have any questions, please contact me personally at XXX-XXX-XXXX or ******@dicksautogroup.com Thanks, ***** *****
Problems with Product/Service
Read Complaint Details
Complaint: The service department was not only condescending and rude, but immediately went to work on trying to assure us that the repair was probably not covered under the Ford 5-year/60k-mile warranty (before even looking at the vehicle). After having the vehicle over night, and needing to be reminded at noon that they were supposed to be looking at it, I received a call late in the afternoon stating just what I had thought, they had found the culprit and that one part just so happened to be not covered under the power-train warranty. I would be stuck not only replacing the part, but also for the repair of the parts that were destroyed by said unwarranted part (The parts that were broken happened to be under warranty, but weren't covered because the cause was this other part) After talking to the manager they decided that they would cover the warranted parts under the warranty (gee thanks), but I'd have to pay for the other part (approx $600 in parts and labor). After reaching this dead end they went about ordering parts, during this time I had requested the part number so that I could check with Ford on the warranty, the part they told me they were replacing and the part number they were ordering were different (the part they were charging me for was $150 more). After some back-and-forth the service manager realized that I was right, and he was about to order the wrong part. He ordered the correct part (another day later), but when the parts finally came in, and my car had been at the dealer all week, that's when I received notification that they forgot to order a part (a $5 snap ring), and it would be another 2 days. This meant another weekend without my vehicle. When I complained about this they suggested that they were doing me a favor by paying for the parts that were under warranty, and by giving me a loaner car. When I asked to be contacted by upper management because the repair was taking 2 weeks, and their incompetence was making me weary of their ability to actually fix the vehicle correctly, I was flat out ignored.
Desired Settlement: Refund of the $452.30 spent on the repairs that should be covered by warranty
Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ I spoke to Mr. *****. I let him know that I was willing to refund the $452.30 if it was going to restore his confidence in Dick's MacKenzie Ford. He thanked me for calling but said he would not be returning. I thanked him for his honesty and for talking with me. I also emailed him with my contact information should he change his mind or wish to contact me in the future. Initial Consumer Rebuttal /* (2000, 7, 2014/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Customer Reviews Summary