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:07/10/2025

  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.

  see Attached document

  

  Business Response

  Date: 07/21/2025

  We appreciate the opportunity to respond to the customer’s
  concerns. Due to the extensive length and multiple topics covered in the
  customer’s complaint, the dealership will provide a summary response addressing
  the primary points of contention.

  
  The customer reported an abnormal vibration during vehicle
  operation. At no time was this vibration duplicated or diagnosed as related to
  tire issues on any documented service invoice. 
  The customer’s decision to replace the tires was made independently and
  not based on any dealership recommendation or diagnosis. Therefore, the
  dealership does not find justification for reimbursement of tire expense.

  
  As a gesture of goodwill, the dealership offered to refund
  the NitroFill product due to the customer’s dissatisfaction.  This offer was declined.  Furthermore, the dealership extended an
  additional goodwill offer to reimburse the cost of a hitch pin, clip and fuel –
  items unrelated to workmanship concerns and not covered under warranty. These
  were also declined. 

  
  During their ownership, the customer utilized the
  dealership’s “Maintenance for Life” services without issue. In addition, all
  components identified as defective were addressed and repaired under the
  original factory warranty.  In
  acknowledgement of the customer’s concerns, the vehicle manufacturer also
  extended a service contract at no cost, further demonstrating both the
  manufacturer’s and dealership’s commitment to customer satisfaction.

  
  Regarding the hitch assembly: the manufacturer equips Super
  Duty trucks with a standard 2.5 inch receiver but does not include an insert,
  pin or clip.  These components are
  aftermarket and vary widely in size, fit and compatibility. Improper
  aftermarket setups can contribute to abnormal wear or vibration.  Nevertheless, the dealership replaced the
  hitch assembly under warranty despite no manufacturing defect being
  established.
  At this time the dealership declines any further goodwill
  offers. All reasonable actions have been taken in accordance with the
  manufacturer’s warranty, dealership policy and industry standards.

  
  

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 9/12/23 I dropped off my car at Jim click collision **** * ****** ***** for a rear end repair. When I picked up my car on 9/27/23 from the Collision Center, my husband got in the car and turned on the AC. A bunch of stuff came out of the vents which he inhaled and a thumping sound was heard in the dashboard area. They explained that the AC had nothing to do with the work they performed. They suggested we do take the car across the street to Jim Click Service and they would let us know if the issue was related. Jim Click service contacted us stating it was the AC motor and air cabin filter that was done by packrats. The stuff that came out of the vents was dried packrat poop that my husband had inhaled. The AC motor, cabin filter and cleaning under the dash would cost over $2500..00.
  
  My car was with the collision center for two weeks where I feel the damage to the motor and cabin filtered occurred. I contacted Jim Click Customer service and submitted a complaint that same day, CAS45365079 and was told they would contact me within 24-48 hours which they never did. I had to follow up with them multiple times. Lastly I was told to contact Jim Click Service which I did. I still have not received a response. I’ve been without my vehicle since 9/12/23.
  
  When my car was turned in to Jim Click Collision, there was no issues with the AC. Living in Arizona, we had the AC on when we took the car to Jim Click Collision. We do not turn the AC off because we have auto start to cool it down before we get into the car. When my husband got into the car, he had to turn the AC but the car was already on. The AC was turned off during the time at Jim Click Collision where they encountered the issue before we even picked it up.
  
  In the two weeks my car was at Jim Click Collision, the packrats damaged my car. I have never had issues with packrats at my home. I’m requesting Jim Click fix the damage, at no cost to me, as this was done while in their care at the collision center.

  

  Business Response

  Date: 11/13/2023

  We have contacted the customer and offered a goodwill resolution.  We have also reached out to the customer's insurance and can assist with goodwill on out-of-pocket expense.  We are awaiting the customer to contact us so that we can resolve this situation.

  Customer Answer

  Date: 11/22/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20827191, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Juanita Sanchez
  
  
  
   
  

• Initial Complaint

  Date:12/19/2022

  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.

  My daughter was driving my 2016 Ford Escape and was involved in a minor, 1- car accident in Tucson AZ on October 5th,2022. The vehicle was undrivable and was transported to Jim Click Ford Collision Center in Tucson. The repair involved, but not limited to the replacement of the wheel and tire, as well as suspension work that included a "steering Knuckle". The vehicle remained at the Ford center until December 14th.
  Throughout October, I was communicating with the Collision Assistant assigned to my vehicle, *** ******. A month into the repair around the first week in November, I was advised of a backorder for the steering knuckle, with no date of expected arrival. I asked Mr. ****** to call me each week with updates on the progress of the back-ordered part and collision work. Note that during this time I also received a recall notice from Ford Motor Company for my vehicle.
  In the absence of update calls, I called each week and after no progress at all, I finally contacted the Ford Customer Care service line for assistance on November 21st, where I spoke to a representative for 45 minutes. The next day, the collision manager, **** called and we spoke about my frustration in the lack of updates or calls and the extensive wait time for repairs and parts. I spoke with **** again the next day for 9 minutes.
  On November 29th, I again called the Ford Customer Care Center as there was no estimated date for the back-ordered part to arrive, nor was there any work-around option for this or another part. **** mentioned there were parts at other dealerships available, but that there’s no obligation for other dealerships to sell the part to Jim Click. **** had also stated that USAA (my vehicle insurance provider) would not permit for any used parts to be used in the repair of my vehicle.
  On December 6th – I received a message that the part knuckle was in, but the center was now waiting for a tire.
  December 12th – I again called the Ford Customer Care Center as there was now a delay for a tire replacement. The representative gave me the name of the General Manager (Pete Gates) and the rep then called the General Manager to escalate the matter. Later that day, I spoke to the Pete Gates asking why the service manager waited until now to order the replacement tire and that I had received many reasons for why there have been delays.
  On December 14th the vehicle was finished and dropped off at Davis-Mothan AFB for my daughter to return the vehicle to me in Phoenix. On Saturday December 17th, I was finally able to test ride the vehicle and found that the front end is out of alignment and pulls to the left. I made a video recording of the vehicle showing this issue.
  This complaint has been made on order to suppress any further issues regarding a timely and properly repaired vehicle.
  Today I am contacting Click Collision Center to see what’s next; sending the vehicle to Tucson is out of the question and cannot be done. The front-end issue should have been caught by test riding and by any Quality Control Assurance method used at the center.

  

  Business Response

  Date: 12/26/2022

  The dealership apologizes for the inconvenience and has coordinated with the customer to take it to a local repair facility.  The dealership will cover the cost of the repair.