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:04/28/2025

  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.

  Dropped off my vehicle at **************** in *****, ** on 03/24/2025 and they still havent given it back. It has not been fixed and they did not provide me with a rental. When I went to go pick it up 4/11/1025 the car was in worse condition they have not called me to tell me that the repairs have been completed. I need my car back or they need to provide me a rental vehicle.

  Business Response

  Date: 05/02/2025

  Customer brought vehicle wanting TCM Transmission Control module replace under **** extended coverage warranty due to Battery being drained by *** as advised by another shop. We advised customer transmission diagnostics would have to be performed to verify *** was faulty as per ***** policy but customer declined transmission diagnostics. Customer only wanted *** replaced due to his battery drain. As goodwill we plugged in a new TCM but drain was still present and would not allow programming of new ***. Advised customer of further diagnostics needed to find concern but customer declined. Original TCM was installed back in vehicle but also it has internal transmission mechanical concerns. We contacted ************** for assistance and they advised us to recommend internal transmission repairs to customer but customer declined recommendations. No actual repairs have been performed on vehicle and no parts have been replaced. We have further performed diagnostics leading to internal transmission fault. Diagnostics have been done at no charge to customer as a goodwill. We want to work with customer but additional internal transmission diagnostics would have to be authorized by customer. Service Advisor will continue to be in contact with customer and looking forward to work with customer.

• Initial Complaint

  Date:04/15/2025

  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.

  Complaint Title:Vehicle Damaged While at Dealership Refusal to Accept Responsibility Complaint Description: On 12/13/24, I brought my vehicle to Hemborg Ford for a leak. They diagnosed a transfer case reseal, oil pan reseal, and CV shaft replacements. On 2/27/25, my vehicle sustained over $8,000 in damage while in their care. I was not notified until 3/1/25after I noticed it was no longer on-site and called. Repair documentation shows work began on 2/28/25, a day before I was informed. The repair took nearly a month.On the day of the incident, my vehicle began reporting system alerts: Powertrain Malfunction, Service Steering, **** Fault, Charging System Fault, and Service Engine Soon. None were acknowledged by staff or included in service documentation. I picked up the vehicle on 3/27/25 and returned within 0.5 miles due to a severe shudder. I was told it sounded like a transmission issue but was dismissed as unrelated.Following **** Corporates advice, I allowed them to inspect it. I was later quoted $6,000 for a transmission teardown and $800 for **** reprogramming. The **** warning specifically states issues can be triggered by battery or camera replacementboth done by ********************. Additionally, over 50 miles were added during service. They offered no explanation or transparency.I emailed Mr. ******************** directly and received no reply. ******, the Service Manager, later told me the vehicle prompts did happen on days the car was in their possession but are unrelated to my issue, infomed of internal records to suppoet this but their internal records cant be shared. He confirmed after speaking with Mr. ******************** again that they would not accept any responsibility. My vehicle was not returned in proper condition.Resolution Sought:- Cover repairs not handled by **** Corporate - Provide a comparable rental vehicle during service - Confirm safe condition via test drive with manager or tech - Acknowledge damage and issues caused during dealership care

  Business Response

  Date: 04/21/2025

  Vehicle came in with an oil leak concern and two recalls. Oil leak was verified at oil pan, transfer case, and left axle. Vehicle was out of factory warranty and estimate provided to customer. Repairs were put on hold by customer since he was working with **** for financial assistance towards repairs. It was in review for several weeks and **** gave approval for repairs around February 20th. Oil pan was replaced, Transfer case resealed, and left axle was replaced. **** participate 40% towards repair for the amount of $1,018 and customer was to pay 60% around $1,587 which Hemborg Ford absorbed cost and it was no charge to customer. Left catalytic converter was replaced under recall 21 -E-11. Vehicle was road tested to verify all repairs. Also performed recall 23-S-23 Rear 360 degree camera replacement and while performing camera replacement and hood was open a gust of wind flipped hood back and damaged windshield, hood, and dash. Vehicle went to an approved body shop to perform repairs with OEM parts at no charge to customer and rental car was provided at no charge to customer. When vehicle returned from body shop we noticed check engine light was and battery light were on. Performed diagnostics found a faulty oxygen sensor and mega fuse block had corrosion. Both were replaced at no charge to customer. Repairs were verified and vehicle was returned to customer on 3/27/25. The customer called the following day saying vehicle had a hard downshift and tire sensor light on. Invited customer to return vehicle for diagnostics. Customer returned on Monday 3/31/25 went on road test verified concerns. We performed transmission and tire sensor diagnostics. Found tire sensors not training and possibility of internal transmission hydraulic leak in e/c clutches. Advised customer of a tear down recommendation for transmission to work with **** for assistance but customer declined. Advised customer that internal trans concerns were not related to repairs were performed.
  

  Customer Answer

  Date: 04/21/2025

  1. Misrepresentation of Timeline:They stated I called the following day to report transmission issues. That is false. I returned to the dealership within 10 minutes of picking up my vehicle on 03/27/25 due to severe shuddering. This was witnessed by the service advisor *** who informed ******, the Service Manager. I called the next day only after **** advised me to give Hemborg the opportunity to resolve the issue. ****** then asked me to return on Monday. 2. Road Test Claim:They claim the vehicle was road tested after repairs. If true, how was the severe shudder obvious on my first drive missed? No factual documentation (tracking, or service notes) has been provided to support this. 3. System Prompts: They ignore that multiple alerts (Powertrain, Steering, TPMS, Check Engine) began on the day the damage occurred. ****** later confirmed these appeared while the vehicle was in their possession, suggesting deeper damage. 4. Improper Condition at Return: The vehicle was returned unsafe leading to immediate failure on the road. 5. Transmission: They claim internal transmission issues are unrelated, yet couldnt diagnose the cause. How can they deny responsibility and admit no known cause? Alerts began the day of the final service (camera replacement). ****** said alerts were from service, but camera work wouldnt trigger these. Over 50 miles were added, with no explanation. Ive asked for proof and received none. 6. Pattern: Ive spoken to others who had similar issues with this dealership around the same time showing a pattern. In Summary: My vehicle was returned unsafe and deteriorated. Theyve failed to provide evidence or accept responsibility. Failed to explain why I didn't find out about the damage for almost 3 days. Also the costs that were declined as a result **** assistance amount was not guaranteed. I request: 1.Road test logs, 2. Internal damage docs, ******* evidence on day of incident and following day, 4. Any disclosure before I discovered the issues
  

  Business Response

  Date: 04/25/2025

  The some alerts customer was receiving while vehicle was in for repairs were due to type of repairs performed and necessary software updates and reprogramming. Which would be normal for some of those repairs. The check engine light and battery light  were due to an oxygen sensor and mega fuse block. That Hemborg Ford repaired at no charge to customer. Regarding the transmission concern we advised customer of our recommendation of tear down and inspection to present a cost cap estimate to **** for financial assistance but customer declined. The tear down of transmission would be customer's responsibility to provide estimate to ****. Internal transmission concern is not related to repairs we performed but Hemborg Ford was willing to work with customer. If customer authorizes tear down on transmission we will submit estimate to **** for financial assistance and proceed.

  Customer Answer

  Date: 04/29/2025

  While Hemborg claims the alerts I received were routine, the specific alerts, Powertrain Malfunction, Service Steering Fault, Charging System Fault, TPMS Fault, and Check Engine Warnings were not normal service behavior and began immediately after the incident on 02/27/25. These were not minor battery-reset messages but signs of mechanical issues that have persisted since. If these alerts were expected, Hemborg Ford should have documented, diagnosed, and informed prior to returning the vehicle, yet they never did nor have they provided any supporting service notes or logs despite my repeated requests.
  ****** (Service Manager) confirmed the last task performed was the backup camera programming, and the damage occurred at that point. That same day, all critical alerts began appearing which confirms that the mechanical decline directly correlates with the documented damage. Additionally, Hemborg has failed to acknowledge a major procedural failure: My vehicle was damaged on 02/27/25, yet the collision repair invoice from M&L Auto Body and Hemborgs own repair order both show service beginning on 02/28/25. I was not notified of any damage before, which means the vehicle was moved off-site and repair work began without my knowledge or authorization. Violating California Automotive Repair Act.  
  As for the transmission issue: Asking me to authorize and fund a teardown to potentially present to **** is not acceptable when the issue only began after their documented mishandling of my vehicle. I am not declining help I am declining to absorb any financial risk for a problem that clearly originated under their care.
  I have submitted photos, screenshots, messages, and a detailed timeline. Hemborg has only provided verbal summaries with no supporting documentation or video. They admit over $8,000 in damage occurred yet cannot show how, when, or why.
  

• Initial Complaint

  Date:02/17/2025

  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.

  1/23/2025: Evap vent valve was replaced as indicated on invoice (attached). I was charged for a more expensive part hg9z 9g297 g fuel vapor hose. The labor charge was ridiculously high and I said that to the tech. The service **** tech told me this was due to the mechanic needing to go inside the engine. I found out the evap is a plastic part outside the engine, is on 1 of 3 hoses and that it takes less than 30 minutes to replace all 3 hoses. Hemborg's mechanic only replaced a cannister at the end of one hose or one full hose. Exhibit 1 (attached) shows labor for 3 hose purge valve replacement that includes the evap valve at an unknown shop and that customer felt ripped off at half the price I was charged. I feel the labor charge I was charged was outright price gouging and the part charged is questionable. After service, my gas pedal has a vibration it didn't have before, my gas tank still doesn't open properly - refueling is a struggle. The engine light is off. Prior service included a side mirror that the wiring was not reattached properly and tire service that lost 1 mpg average on the gauge when I picked up my car from service and since has resulted in fuel problems and lower mpg. The tires didn't cause lower mpg. And a salesman called and wanted to sell me a new car when mine is not that old or used. On top of price gouging, I feel they are tampering with my car not really fixing the problem.

  Business Response

  Date: 02/20/2025

  Performed diagnostics for check engine light concern and retrieved code P04BA for fuel evaporative concern. Evaporative emission test performed with **** Rotunda smoke machine to locate concern and found evaporative vent refueling valve stuck open. Made recommendations to customer which he approved repairs. Had to remove shield on evap leak detection pump, bracket and canister to access evap vent refueling pump which is separate from canister on a hybrid model. Replaced vent refueling valve assembly with molded hose part# HG9Z-9G297-G.  Reinstalled all above components  retested and verified repairs. Hemborg Ford performed the proper diagnostics for code Po4BA and performed proper repairs with correct parts. Labor guides are not accurate on hybrid models and labor was based from warranty labor with retail adjustments so labor for diagnostics and replacement of components was fair. As far as gas door concern and vibration on gas pedal customer is welcome to bring vehicle in for a free diagnosis on concerns. Once we perform diagnostics we will report findings to customer and make a recommendation. ****************** goal is to provide excellent service to our customers. by doing repairs on a honest and ethical way.  Please feel free to contact us at ************ ex306 Thank you

  
  

  Customer Answer

  Date: 02/26/2025

  Hemborg's response does not explain the excessive labor charge, over twice the rate charged for one hose replacement vs three hose replacement. The service tech never mentioned using a **** Rotunda smoke machine on my car. Code P04B4 (not P04BA) was a stuck valve which they replaced. Autozone took two minutes to diagnose the error code for free and I showed that paperwork to the Hemborg service tech. Hemborg wanted to charge $185 and told me I would have to pay this fee if I took my car elsewhere. The typical service time required for the service done on my car, diagnosing and fixing code P04B4: Evap vapor control valve is between 1 and 2 hours. $751.59 is price gouging for 1 to 2 hour of labor. Hemborg's response also does not explain why my car runs rough after their service when it did not have this gas pedal vibration prior to the Evap valve hose replacement service or why refueling is still problematic. To me, all they did was clear the engine light and charged me a fortune.

  Business Response

  Date: 02/28/2025

  Hemborg Ford feels no excessive labor was charged due to labor guide books not being correct on for Hybrid Fusions as mentioned before. Labor was based of warranty labor which is lower than retail labor and the industry standard adjustment was made from warranty labor. The evaporative vent refueling valve comes with a molded hose and on Hybrids the valve is separate from vapor canister which includes more labor and more components have to be removed for access to replace part. A trouble code gives a direction for repairs but that's about it. We follow proper workshop manual procedures with special test equipment as a smoke machine to identify emission evaporative leaks for an accurate diagnosis and proper repairs. Hemborg Ford does not feel we overcharged you by looking at diagnostic procedure and repairs performed. Repairs performed fixed your concern of check engine light and repairs were verified. We want to work with you and make things right to you. We would like for you to bring your vehicle back in so we may diagnosis  the gas pedal vibration as mentioned before and also diagnosis the concern your having when fueling  your vehicle. We would diagnosis these concerns at no charge to you and would work with you on recommended repairs. Our goal is to provide excellent service to you and every customer as well being fair to you. Please give me a call so we may schedule your vehicle to diagnosis these concerns and make things right to you and proceed from here to resolve these issues on your vehicle.         ************ ex306

  Thank you

  Customer Answer

  Date: 03/06/2025

  I was charged retail labor (plus) not warranty labor as Hemborg Ford claims. The example I provided showed a customer with a similar Fusion hybrid vehicle of the same year complaining after being charged less than half ($350) what I was charged ($751) for the same vent smoke test procedure and service yet that customer had 3 hoses changed out and ****************** only did the bare minimum and changed out one hose. Online ****** searches show 1 to 2 hours to smoke test and fix the Evap. After service my car's gas pedal floor vibration was noticeable. My car's gas pedal was not vibrating prior to service at Hemborg Ford. Their excuses are not acceptable.

• Initial Complaint

  Date:08/22/2024

  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.

  I dropped my car off for a repair that is covered under my extended warranty. Hemborg Ford told me it would take 7 days for them to look at it. It has now been over 15 days with still no resolution and Hemborg will not cover a rental.

  Business Response

  Date: 08/22/2024

  Vehicle came in for several electrical concerns to be diagnosed. We have performed diagnostics on vehicle as explained to customer and her extended warranty has been contacted for approval of repairs. Her extended warranty is covering some repairs and also rental car for 7 days. Explained to customer that diagnostics have to be performed to submit casual part to warranty to verify warranty coverage and rental coverage. Explained to customer that we don't have loner cars and unable to take responsibility on rental coverage. Also since vehicle is out of factory warranty **** is unable to provide rental assistance. Parts have been ordered and as soon as they arrive we will complete repairs in a timely manner to get vehicle back to customer.

  Customer Answer

  Date: 08/29/2024

   I am rejecting this response because:
  Hemborg Ford has now had my car 24 days and still has no resolution. With the time and inconvenience I have had with this vehicle and dealership I would expect you to be more understanding and helpful. My 7 day car rental is now up and Hemborg Ford will not cover my rental, leaving me to pay for expenses that should not be out of my pocket. I purchased this vehicle from this same dealership along with the extended warranty and I really expected them to be more helpful and understanding. 
  
  

  Business Response

  Date: 09/04/2024

  The satellite antenna cable is obsolete for this model and it's being delay repairs. The management team got involve and located one back East and it's on it's way. As soon as part arrives we will finalize repairs.

• Initial Complaint

  Date:04/25/2024

  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.

  I am writing to express my utmost disappointment with the service I received during my recent visit to your dealer repair shop. This was my third visit, and once again, nothing was done to address the issues with my **** Fusion.What added to my frustration was the fact that my bumper was damaged without any diagnostics being carried out. It is concerning that the necessary steps were not taken to identify and rectify the underlying problems with my vehicle. Instead, I was left with a damaged bumper and no resolution to the initial issues.While I appreciate that my charges were waived due to the damages done to my car, it does not make up for the lack of proper service and attention to detail. As a customer, I expected a thorough diagnosis and effective repairs, which unfortunately were not delivered.Based on my experience, I regret to say that I will not be returning to Hemborg Ford for any future vehicle repairs. It is disheartening to have to make this decision, especially considering the trust I had placed in your dealership.I kindly request that you take this feedback seriously and address the issues in your repair shop to improve the overall customer experience. It is crucial for any business to prioritize customer satisfaction and ensure that the services provided meet the expected standards.Thank you for your attention to this matter. I hope that my feedback will contribute to the necessary improvements within your dealership.

  Business Response

  Date: 04/26/2024

  Customer drove vehicle to our Dealership with a concern of no brakes and no brake fluid and was using parking brake to stop. The note the service advisor put on steering wheel warning of no brakes fell off when lot ****** was putting seat cover and floor mat in vehicle. Lot ****** was not aware vehicle did not have brakes and as it slowing moved forward it tapped the receiver hitch ball mount on the left side of bumper of Mr. Well's vehicle. The vehicle brake system was properly diagnosis and customer declined repairs. We recommended brake master cylinder that was bypassing and leaking fluid into brake booster which was also recommended. We mentioned to customer once the brake master and booster were replaced we may still need a brake hydraulic control unit and he declined repairs. Customer was advised of the small damage on left side of bumper and agreed with service advisor not to pay $175 for diagnostics in lure of bumper repair. Customer left a review saying we damaged his bumper and did not repair brake system. Recommended repairs were declined by customer. We reached out to customer and spoke customer agreed to bring vehicle back to diagnosis brake system since  he mentioned someone had replaced brake master and booster and were new. We also mentioned to customer we would repair his front bumper where we damaged. When vehicle came back on 3/1/2024 we performed diagnostics and recommended new brake master and brake booster which appeared to be old not new  with fluid leaking into booster.  Customer authorized repairs knowing the possibility of needing an HCU. Brake master and brake booster replaced and verified repairs. We had the front bumper repaired on the area we damaged but this bumper had prior damage that not happened here. When customer picked up vehicle he mentioned of wheel molding clips loose that we replaced. We later received a copy of invoice from a local body shop for the amount of $2,881.77 for front bumper and other body damage. Customer is seeking that dollar amount from Hemborg Ford for repair that are not done yet and we did not authorize. We spoke with body shop and we were told customer added other damages on vehicle not related to front bumper just saying the repair shop was going to pay for everything. Note the vehicle is a 2011 with ******* miles and customer wants to make ****************** responsible for non related body work. The estimate to replace front bumper is around $1,300 not almost $2,900. Hemborg Ford has already repaired the damaged area but is willing to work with customer to repair or replace front bumper for customer satisfaction. Repairs would have been done at a body shop we work with.

  Customer Answer

  Date: 04/26/2024

   I am rejecting this response because:
  
  Firstly, the spray paint applied to the bumper was not done properly. After leaving your shop, I noticed that the paint job was subpar and did not match the rest of the car. This was particularly frustrating as I expected a professional and seamless repair.
  
  
  To make matters worse, while driving, I encountered another issue with my bumper. The bottom missing grill, which should have been properly secured during the repair process, fell off completely. This not only posed a safety hazard but also caused further damage to my vehicle.
  
  
  I believe that as a customer, I should have received a high-quality repair service that meets industry standards. However, the issues I experienced indicate a lack of attention to detail and negligence on the part of your 
  

  Business Response

  Date: 04/29/2024

  As we mentioned on our previous response we want to work with customer and make things right. The invoice that was mailed to us for $2,881.77 is adding other repairs not related to front bumper as body shop communicated to us.  An estimate for front bumper replacement is around $1,300 from same body shop where customer obtained estimate. The pictures show prior front bumper damage not related to bumping to a tow hitch. We are willing to work with customer in a fair way to both parties.

• Initial Complaint

  Date:03/01/2024

  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.

  In Nov, 2023, we take a pick up with only ****** miles, for repair, the problem was with sensors.They returned the pickup, according to the service department, the problem was already fixed.But a week later we returned the pickup for the same problem, it was a safety sensor, this sensor put the driver's safety at risk.According to Hemborg's department, they fixed the problem, when we left Hemborg Ford, the show up again the same problem.Now Hemborg Ford has had the truck for 2 months, and they can't and doesn't want to solve the problem.and we keep paying for a truck that we don't have.

  Business Response

  Date: 03/04/2024

  Vehicle came in on November 7, 2023 with pre-collision and abs warning lights on. Performed diagnostics and found left rear axle bent opening communication between speed sensor axle tone ring. Replaced left rear axle and verified concerns. Vehicle came back on January 11, 2024 with concerns of pre-collision and abs warning lights on. Performed diagnostics found rear end housing bent causing axle to bent and cause a wide gap between speed sensor and axle tone ring and give the existing faults. How rear differential housing got bent is unkown since they don't come bent from factory and it went for 15,00 miles with out a problem. Rear end housing is on a national back order and is schedule to be here in approximately in two weeks. We have informed customer once part arrives we will be working on vehicle and returned it back to customer in a timely manner. Repairs are being done under factory warranty for cusomer. We are also contacting ****************** trying to obtain financial assistance towards monthly vehicle payments. Hemborg Ford is waiting for back order part to arrive and complete repairs and return to customer.

• Initial Complaint

  Date:01/11/2024

  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 2016 Expedition was taken to Hemborg Ford with a check engine light on. After 19 days of servicing and nearly $5000 later we take the truck him. Within. A total of 7 miles of driving, the check engine light came on. I returned the vehicle and 2 days later they report a new problem costing nearly 2k. The service associate clearly told me that while being serviced, coolant *** have damaged the catalytic converter. I raised the issue that this is not my responsibility to pay. The service manager ******* disagrees. He said it came back with a code saying it wasn't efficient yet this was not reported to me, nor fixed in 19 days!!! If that was the case, perhaps they were hoping it went out so I have to return and pay labor costs. When I picked it up, there was no light or told of any future trouble that *** occur. Paperwork states vehicle was road tested and passed with normal operation of vehicle. Orginal cost was $4693.93

  Business Response

  Date: 01/12/2024

  Vehicle came in on 12/11/23 with an overheating concern and coolant leak. Performed diagnostics the next day 12/12/23 at 8:05 A.M. Retrieved overheating codes, over speed codes, and catalytic converter codes for low efficiency. Turbo coolant feed tubes were recommended for coolant leak and updated exhaust manifold due to broken exhaust studs on the back of manifolds. Code for catalytic converter was present at time of diagnostics possibly from coolant intrusion from turbo. Cat converter was not recommended at the time because at times it may clean up and clear from the coolant. Service advisor verbally advised customer of cat converter code. Cat. converter was not recommended at the time trying to safe money for customer. List price of cat. converter is around $1,250 for part only. We have offered to replace cat. converter at a discounted price of $980 for part and no charge on labor as a good will for customer and has declined at this time. Customer has a copy of test log of her vehicle with proper information showing cat. code on initial diagnostics. Nothing that we caused by working on her vehicle. Offer will remain if customer decides they want repairs done.

  Customer Answer

  Date: 01/17/2024

   I am rejecting this response because:
  
  It was stated above the advisor informed us of the cat code. There is a discrepancy with this comment. In the first conversation I had with the Service Manager, I stated the advisor said they would repair the *** code for $600 something.  Yet this was not repaired, nor in the breakdown. When the advisor was questioned, he denied this conversation. The service manager also admitted to not telling us about the *** code. From what I've learned, a *** does not just fix itself and he specifically said they do not always tell the customer, then says the advisor told us. The story does not align! I think the charges of $980 should be reimbursed to make this right.

  Business Response

  Date: 01/19/2024

  As specified before the catalytic converter code was verbally communicated to customer by service advisor. What was recommended by advisor for around the $600 customer is talking about is exhaust manifolds. An email was sent to customer on 12/15/23 at 3:14 pm with parts and labor estimate for recommended repairs including manifolds. Updated exhaust manifolds were recommended because rear studs were broken and it would be more cost effective for customer to replace them while performing turbo feed tube lines. Catalytic converter code was mentioned to customer verbally hoping it would clear and would not have to spend money on cat. converter replacement. Through the the years we have seen some cat. converter clear up and looking out for customer's best interest and safe money. ****************** has been very fair with customer on prior repairs and the cat. converter replacement. Catalytic converter replacement for this vehicle runs around $1980 parts and labor. We replaced cat. converter for very fair and discounted price for part of $980 no labor charge to customer. ****************** did not damaged cat.converter as customer has mentioned to us it was already running inefficient on 12/12/23 when diagnostics were performed and log shows proof of diagnostics. We don't see why Hemborg Ford showed refund customer what she paid for cat. converter replacement. Worked with her on a very fair way.

• Initial Complaint

  Date:09/22/2023

  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.

  I took my vehicle in for an issue. I was told that It was from poor maintainable which I know to be untrue and asked them for copies of my paperwork and to show my proof and they have refused to do so. I have NEVER missed a scheduled service, even my service man would tell you that. They are telling me I am not *********** paperwork that belongs to me as it has my name on it and was done on my vehicle therefore belongs to me so I am *********** a copy of MY paperwork provided to me on my vehicle. I have very unsatisfied at the way they are dealing with this and would like to have this settled and they are unwilling. They provided a service for me and I would like for them to prove to me that the service was not done and they will not. Only by word of mouth and I would like it in writing on my receipts with copies. They provided a service and I am *********** that.

  Business Response

  Date: 09/26/2023

  Customer brought vehicle in with concern of check engine light on. We performed diagnostics verified concern and retrieved codes Po54A and P054C for both banks. Pid monitored found bank 1 VCT phasers out of specs at time of diagnosis. Performed visual inspection saw evidence of oil sludge at this time. Customer declined repair recommendations at this time. Looking at our service history ****** miles went between an oil change. Customer asked for service records and we told her that we comply to Ca State law by providing copies of service invoice at time of service. We have talked to BAR about this and we are told as long as we give invoices at time of service we are complying.

• Initial Complaint

  Date:07/21/2023

  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.

  I took my car in to be diagnosed for electrical issues and dealt with Porsha. She immediately walked around my car noting any damage. She then opened up my hood and stated that there were rodents in my car. She came to this conclusion that my electrical issues were being caused by rodents without my car being properly diagnosed by a licensed technician and or my car being put through a machine to test. I immediately explained to her that I live in a beautiful area and I dont have rodents. She went on to tell me that even the nicest houses have rodents. So when I received the phone call from Porsha that I was looking at a 640.00 repair for chewed up wires that were not covered against my premium extended warranty then I knew that they did not even properly diagnose my car. They didnt even take pictures of the alleged chewed up wires. I was upset and explained to Porsha that my car went in to be properly diagnosed for the dangerous electrical issues that were happening to the car and that I would sue Ford if anything happened to me or my family and she became combative and hung up on me. I called back and spoke with *** and he explained that some notes were in the system because technician was still working on them and were not complete. When I picked up the car I read the invoice and all it stated that the technician was unable to verify all the electrical issues on the car. Yet they were blaming the chewed wires on rodents by having the car on stilts and looking underneath my car per my conversation with ***. I took my car to a different Ford dealership and immediately they were able to verify that my cars main electrical component that runs the car was bad and the part was ordered and was charged against my extended warranty. I then spoke with George Chavez Supervisor explaining everything in detail and he refused to refund me the 175.00 claiming that after speaking with technician my car was put on machine yet no one knew anything about it. No proof provided.

  Business Response

  Date: 07/26/2023

  Vehicle was brought to our Dealer on July 18th with several concerns. Customer mentioned to our advisor that she had already had her vehicle at another Dealer in Riverside and they advised her of rodent activity underhood. While our advisor performed her walk around and open hood she verified rodent activity in engine compartment. Our technician performed diagnostics and retrieved dtc P0001 in pcm for fuel volume regulator open circuit. Technician performed pinpoint test and visual inspection found wires at connector 12c508 damaged by rodents. Customer's concerns were not verified at the time. Recommend repairing damaged wires to retest but recommendations were declined. Manufactured will not cover rodent damage under warranty. Shorted  wires caused by rodents increase the risk of shorting modules. Hemborg Ford feels that proper diagnostic procedures were performed on this vehicle. Always willing to work with customers and make things right.

  Customer Answer

  Date: 07/29/2023

   I am rejecting this response because:
  
  
  My car did not go into another dealership prior to going in to Hemborg Ford. I had no need to.  My daughter ****** was there as witness as to what was happening when my car was checked in and also when my car was picked up. It went to another Ford dealership AFTER they didn’t provide me with pictures or proof of actual test performed on my car. They blamed everything on rodents without properly diagnosing my car when the car was checked in. My car is going in this coming week to have the ECU put in by another Ford dealership and is part of my Extended Warranty. The ECU controls the entire car electrical. If Hemborg Ford actually did what I had paid them to do they would have found this out on their own. Shame on them for trying to scam customers. I will be providing receipts to BBB and the Bureau of Automotive Repair once the repair is completed. 

  Business Response

  Date: 07/31/2023

  As we mentioned in first response we are always willing to work with customer and make things right. Hemborg Ford would like to reimburse customer $175 that was paid for diagnostics.

  Customer Answer

  Date: 08/01/2023

  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. If they can please credit back the amount of 175.00 as they have indicated directly back to my credit card that would be great. As that was the original form of payment. 

• Initial Complaint

  Date:08/13/2022

  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 vehicle is a 2014 Ford Focus, VIN 1FA*********63715
  On July 25, 2022, I took my behicle to the FORD HEMBORG dealership in Norco, CA. to be serviced under the CUSTOMER SATISFACTION PROGRAM 14M02, WHICH IS A transmission control module extended warranty.
  The vehicle was experiencing all of the symptoms as indicated in the warranty, which included, loss of transmission engagement while driving, lack of power, transmission shudder etc.
  Mr. **** ******, service advisor took the car for inspection, and his diagnostic was "clutch fork A stuck". Which is normally due to accumulation of Clutch dust, and he recommended a COMPLETE CLUTCH SYSTEM REPLACEMENT. with an associated cost of $3,647.00 dollars.

  Business Response

  Date: 08/18/2022

  Mr. ****** brought his 2014 Focus to our Dealer for transmission diagnosis stating transmission shudders on take off. Technician performed transmission diagnostics verified transmission shudder and check engine light on. Performed self test code P2872 clutch assembly stuck due to fork failure. Clutch forks and related parts were recommended to correct concern along with new clutch since clutch would be out to replace forks. The extended coverage 14M02 that Mr. ****** is referring to is an extended coverage for Transmission Control Module for 10yrs or 150,000 miles which ever occurs first if fault for TCM is present.  No faults are present with TCM and it can't be replaced. Ford Motor Company monitors all test sessions on Ford vehicles and the proper fault codes have to be present to support repairs if not Ford will not allow repairs. The problem with this vehicle is mechanical not electrical from TCM. Stuck clutch forks are causing problem and related components with 122,312 miles.