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BBB Accredited Business sinceAdditional Locations
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This company offers new car sales services.
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A BBB Accredited Business since
BBB has determined that Jack Safro 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.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Jack Safro Ford include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 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||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
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:
Type of Entity
Business ManagementMs. Chris Jones, HR Director Mrs. Jeanne M Safro, Owner
Related BusinessesLexus North Shore Lexus of Brookfield Jack Safro Toyota
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Dealers - Hybrid Vehicles New Car Dealers (NAICS: 441110)
Alternate Business NamesFord of Oconomowoc, LLC
Industry TipsFlood-Damaged Cars
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1000 Summit Ave
Oconomowoc, WI 53066 (262) 567-5574 (800) 564-5574 Directions
PO Box 347
Brookfield, WI 53008
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
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BBB Complaint Process
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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
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Additional Phone Numbers
- (800) 564-5574(Phone)
Additional Email Addresses
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I purchased a 2007 Ford Explorer from Jack Safro Ford on Saturday, March 22nd. I bought the vehicle used and just wanted any kind of reassurance that if anything were to go wrong within a couple days of purchase, the dealer would assist me in fixing it. Throughout the paper work, the dealer told me that I would have 30 days if anything were to happen, they would fix it for me. But the salesman and the business manager kept telling me "We are a local, family owned business. We have been here for years and you can trust us. If anything goes wrong with the vehicle, of course we will take care of it." On Monday, March 24th, I noticed there was coolant leaking from the car. So I took it to a local Ford dealer to get it looked at since Jack Safro Ford is located about 1.5 hours from where I live. It turns out the thermostat housing was defective and needed to be replaced. I called the sales person that helped me out with buying the car at Jack Safro Ford and he told me he would talk to his Manager and get back to me. He never called me back so I called him again on Wednesday March 26th. He once again told me that he did nit hear back from his service department on the actual cost and labor of the thermostat housing. The sales person refused to call me back all of that week and when I finally got in contact with him. He told me that would not cover the cost of replacing the thermostat housing. They said they would cover have of the cost if I covered the other half. The drive for me would have been 1.5 hours each way and I would be required to take a day of from work to drive down there. I also feared to go back to Jack Safro Ford because I did not feel comfortable dealing with them after being given untruthful information. The coolant started leaking less than 48 hours after I purchased the vehicle. The local Ford dealer (**** ********** ****) informed me that the issue with the coolant leaking was already existing the the vehicle before I purchased it. I took it to ********** **** to replace the thermostat housing because I could not afford to take off a whole day from work and I was afraid to go back to Safro Ford. I am not certain if I was taken advantage of because I live so far away from the dealer and they knew I could not go through the trouble of driving all the way back. The total cost of the repair was $458.88.
Desired Settlement: I would just like them to refund me for the cost of $458.88 that it cost to replace the thermostat housing because it was already an existing issue which I was not informed of. They also stated they would take care of any repairs if there were to be any so close after buying the vehicle.
In response to ***** *****’s contact, we wish to express our apology for the situation. The fact that the coolant leak was not found during the safety inspection could be that it was considered “normal seepage” on a vehicle with 140,000 miles.
An “As is” acknowledgement was signed by Mr. ****** on March 22, 2014 (copy attached) stating that the vehicle was sold in a “as is” condition, but Jack Safro will provide assistance for issues occurring within 30 days of the purchase. The acknowledgement states that we will not charge for diagnosis and allow a 20% discount for parts and labor, but all repairs must be performed at our dealership.
Since the vehicle was taken to a dealer closer to his home, Jack Safro did not have the opportunity to diagnose the problem. We are aware of the distance from Mr. ******’s home to our dealership and are prepared to reimburse him 50% of the repairs made at **** ********** ****. Upon his acceptance, we will forward a check in the amount of $229.44 to him.
We feel this is an equitable solution for both of us. It was never our intention to sell a “bad” car to Mr. *****, or any other customer of ours. We have been in business for over 25 years and value our reputation in our community and area.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.