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Consumer Complaints

BBB Accredited Business since 03/29/2012

Steve Rogers Ford

Phone: (419) 878-8151Fax: (419) 878-9029

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service2
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
07/15/2013Problems with Product / Service | Read Complaint Details

My auto was towed to dealer June 8. On June 10 I was told what the problem part was and no outlook for replacement and no loaner car available.
**** escape **** lost power on highway on June 8. ****** was towed to dealer, Steve Rogers Ford, on June 8. On Monday, june 10, I called Ford to learn that the problem was the "throttle body" which controls fuel to engine and that no parts were available for the repair. I was also told that no loaner would be available to me until maybe Friday June 14. I had to rent a car for the week, but when Friday came, no car was made available to me. When I asked manager ***** ****** about a loaner, he told me he would not give me a loaner vehicle under any circumstance for that unknown length of time. There was still no part available for repair at that time. It was projected that maybe a part would be available by mid-July.
I learned via internet that the "throttle body" was a problem part for ******* and other models, but the dealer did not notify me of any such problem with the part. When I questioned the dealer, I was told to call the consumer hotline at Ford Corporation to see if I could get any assistance from them because the dealer could not help me.
A week after I contacted Ford, a part was made available for my repair, and my car was repaired for pick up June 21. (I received the call about the repair June 20.)
The problems are that I had to rent ****** RA#XXXXXXXXX) a vehicle for 10 days at a cost of $264.91, and that the dealer did not make information available to me. Every time I spoke with them, I was told I would be contacted by phone, but no one ever called me until the car was ready to be picked up. Prior to my renting a car, I borrowed my mother's car for 3 days only to learn that my car would not be repaired in any predictable time.
The failure of the throttle body is a Ford problem and not due to normal wear. The auto that I was forced to rent should be reimbursed by the dealer for failure to supply me with a loaner vehicle. I explained to the dealer that my father had died and we had family arriving for memorial services and burial and that I needed a car. The dealer did not supply me with any assistance.

Desired Settlement
Refund ***** car rental RA#XXXXXXXXX, bill reference #XXXXXXXXXXX for $264.91.
Reimburse cost of defective part Throttle body *********** $171.68.

Business' Initial Response
Reimbursing customer $264.91 for rental car. Another happy customer!!

02/13/2013Problems with Product / Service | Read Complaint Details

I was sold a Ford Certified Pre-Owned vehicle that turned out to have repaired structural damage and a complete re-painting.
On *******, I drove from ** to OH. I purchased a used ************ (VIN ********XXXXXXXXX, Stock No. ****) from ********** at ****** ****** Ford. I paid $****** including title, document fees, and paint protection. I was later charged an additional $*** in taxes. The vehicle had 14,000 miles at the time of purchase.

I paid $***** cash and financed the rest of the vehicle through *****.

I purchased this vehicle because it was Ford Certified Preowned. However, when I went to trade it in *************, I was told that the vehicle had sustained major frame damage. The vehicle has been repaired and the entire car has been repainted.

It was unethical of this dealership to sell a car as CPO when these issues are present. I cannot sell or trade this car because the value is diminished.

I have called and emailed the sales manager over and over but he is always "unavailable."

Desired Settlement
I would like for ****** ****** Ford to reimburse me for my purchase minus the depreciation. I would like them to send someone to ** to collect the vehicle. I do not want another vehicle from this dishonest, uncooperative dealership. The vehicle now has 20,000 miles.

I paid $****** total for this vehicle. By the IRS standards, it has depreciated by $0.**/mile. I have driven it 6,000 miles. I would like to receive $******, which is $******-$*****.

03/30/2015Advertising / Sales Issues | Read Complaint Details

I purhcased a vehicle that I was told had been inspected. It was sold with major defects!
I purchased a ****************** on January 7, 2015 from ********** with Steve Rogers Ford. ***** stated that the vehicle had been inspected and was a "certified pre-owned" vehicle. During the test drive, the oil light indicated and ***** stated that it was due for an oil change and it would be completed before I purchased the vehicle. It also had a cracked passenger side headlight that ***** stated that the service department had order a replacement for. The following day after bringing the car home, I notified ***** that the oil light had indicated an issue and the service department failed to ensure the oil filter housing had been properly placed. This has caused a $700 repair that the dealer refuses to aid in. Additionally, the dealer failed to provide proper documents so that license plates could be added to this vehicle. I purchased the car with a $2,000 deposit and financed the balance with Ford Credit. I received an email from the online sales department on the day that I inquired about the vehicle that offer a $400 discount to a pre-owned vehicle but the dealer has failed to honor. Additionally, since I am licensed in*********; I am unable to register this vehicle in said state as if fails state inspection for the headlight as well as the cooling system issues. The vehicle is in the repair facility at this time.

Desired Settlement
A refund of said repairs balancing $700 or to honor the stated coupon issued from the dealer for $400.

Business Response
The client purchased the **** **** ****** S from our "AS IS No WARRANTY" inventory. The client visited the first day and inspected the vehicle, drove the vehicle and left a deposit on the vehicle to hold it while we attempted to arrange financing for him. After we successfully arranged financing for the client, he returned to the dealership and was presented all of the purchase documents in which he signed and we have copies available for review if required to support the fact that the client was explained in great detail that the vehicle was sold to him "AS IS WITH NO WARRANTY".

As to the statement the client is making regarding the sales person stating the vehicle was "A CERTIFIED PRE-OWNED VEHICLE", that would be incorrect as only Ford, Lincoln and Mercury vehicles 5 years of age or newer with 80,000 miles or less on them are qualified to be sold as Certified Pre-Owned vehicles. Our sales staff including the sales person the client dealt with, are all Certified by Ford Motor Company to sell Certified Pre-Owned vehicles and they would not have represented a non-Ford product as a Certified Ford, Lincoln or Mercury vehicle.

As to the statement the client made regarding promises made for an Oil Change and a Headlight, every transaction we complete includes a document called a "Due Bill" which we use for these exact situations because we want to be sure that all of our clients expectations are completely lived up to. This document lists all items owed to the client as well as from the client and requires a signature from one of our management staff as well as the client. Neither of these items mentioned are listed on this clients "Due Bill" and shortly after the sale, the client contacted the sales person and requested a quote to install a headlamp the client had purchased for the vehicle himself.

As to the statement the client is making regarding the paperwork not including his plates, we do not provide the service of getting plated for any of our customers for this exact reason. The process of getting plates has become very customized as do to that, we decided several years ago not to offer that service because we found that each customer had various steps or requirements required to get the plates for their vehicles from handicap plates to military service plates to customized plates etc... we would have never communicated that we were including these fee's as we don't get plates for our clients and haven't for quite some time.

As to the statement the client is making regarding the online coupon, our online coupon clearly states first that the coupon must be filled out and emailed in for an approval then once approved the finalized coupon is mailed back and must be printed off and presented at time of purchase not a time of delivery so even if the aforementioned vehicle would have qualified, which it didn't, the client would not have due to not completing the process required to receive the coupon discount.

And lastly, to the statement the client is making regarding him being licensed in ********, we processed the clients application for credit with a local Ohio address thus utilizing Ohio guidelines and processes so the idea that we needed to adhere to ******** guidelines would never have crossed our minds. Had the client requested the vehicle be sold under Virginia guidelines, we would have as we have in many other cases, looked into what would be required by us and the client to register the vehicle in ********. In either case we would not have offered the service to get plates let alone charge for plates we did not plan on getting. All the documents I have spoken about are signed both by the client and our management staff and available for review as I have mentioned.

Thank you and please feel free to contact us with any questions or concerns.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The services required for repairs on the vehicle should have been discovered by the service department as they were long needed repairs. This company sold me a vehicle in which they knew as in need of immediate repairs. Due to this, they were willing to put my life in risk when driving this vehicle as it was a fire risk. The company knowingly frauded me for the purchase of this vehicl.

Industry Comparison| Chart

Auto Dealers - New Cars, Brake Service, Auto Repair - Tune-Up, Auto Repair & Service, Auto Parts & Supplies - New, Auto Dealers - Used Cars

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