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:06/25/2025

  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 June 24, 2025, I took my 2022 **** F-250 truck in for a Diesel Works Package. This included an oil change, engine filter, tire rotation, etc., all described in the submitted documents. All the log nuts on the tires were damaged during the tire rotation. I spoke with several people from customer service, the shop manager, etc., and no one was willing to answer for the damage caused by the technician. I request the replacement of all the log nuts on my truck.

  Customer Answer

  Date: 07/16/2025

  I'd like to report that I received a call from ***** Gordon **** customer service last week requesting an appointment to replace my lug nuts. Today, ***** Gordon ****'s mobile technicians replaced all the lug nuts on my F-250 pickup truck. I appreciate everything the BBB did to resolve my complaint.

  Customer Answer

  Date: 07/16/2025

  Date Sent: 7/16/2025 8:13:34 AM
  I'd like to report that I received a call from ***** Gordon **** customer service last week requesting an appointment to replace my lug nuts. Today, ***** Gordon ****'s mobile technicians replaced all the lug nuts on my F-250 pickup truck. I appreciate everything the BBB did to resolve my complaint.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/12/2024 I dropped off my 2020 mustang to have a flex pipe installed I had an appointment to drop it off I had them also check my A/C because it quit working and I had purchased the extended warranty so they checked it and decided to fix the a/c at the same time as the flex pipe and it was covered under the warranty. They then gave me a loner car and told me that they would have it done by the 11/19/2024. A couple of days later they called and said car was done but had death in family and told them that I would have it back to them on 11/21/2024. On 11/21/2024 . I go and pick up my car and I get in it and it sat on something that poked my **** and it was a piece of trim to my car . I showed Cheetah who was my service advisor the piece and she brought it down to a bay showed it to a mechanic had a few words came back and told me it was a visor piece and that they fall off when there is a temperature change outside. I had no time to argue that had to go to work. I get out of work the piece again fell on my seat poking me in the **** . This time upon further inspection they did not install the left side drivers pillar correctly it is sticking out and gapy. That is why the clip to my visor falls off sloppy work by the tech. I tried to get in touch with them about it out all they do is just put you on hold and after a few minutes it just hangs up . This is very frustrating as a customer who has to deal with this company. Tried calling to get any manager and they dont want to hear it. All I want is the work they promise to do to be fixed right and if the Tech broke clips to my pillar and tried to pass it off I want a new one. Now just taking these pictures I find some paper wedged next to the other clip Im guessing so that clip doesnt fall out now I want my passenger side pillar looked at and replaced if clips are broken. What a butcher job . Oh and dirty finger prints on every piece of my dash that they had to touch to replace my evaporator for my a/c.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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. We have a recall from ***** Dealership will NOT fix it. The recall is a MAJOR safety issue.2. We have a rubbery, tar-ish type smell.....dealership did NOT look into it.3. Dealership REFUSED to change the recall part with by law they are required to do.4. The recall part in question is potentially LIFE THREATENING to "us" and perhaps to others.

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising 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.

  So I looked up a vehicle on their website and on their "detailed pricing " it showed msrp, some discounts and a total. I then requested an emailed pricing and it then had a $6900 accessory fee attached to it. I through writing told them many times I did not want their accessories. ***** whom I was communicating with said unequivocally that you had to purchase their accessories to buy the truck. Thus tying the sale of one product to a seperate product. These add ons have no value to me and it is not needed. They should not be tying sale and deceiving people on their pricing. According to the emails I have from J. his manager is aware, and yet they continue these practices.

  Business Response

  Date: 02/19/2024

   It is on the vehicle. It is also disclosed on our website. It is in a large yellow box right under check availability and right above window sticker. We also provided the customer with the itemized pricing of all the options included with our Jarrett Gordon Difference package,which equates to over $7000 in value for the $1995. These products are applied prior to the vehicle going on the lot for sale and can not be removed.  We have and always will continue to be a reputable dealer and in no way will we ever lie or mislead our consumers. 

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21197317
  
  I am rejecting this response because:

  When pricing online it does not add to the calculations. It is a seperate box from the pricing. On the out the door pricing sheet sent it (jarret package) is labeled as an add on. If it is required as part of the pricing it needs to be added to the vehicle price itself,  as add ons are to be negotiated. According to the fair trade act you cannot tie the sale of items and services. If the vehicle is priced at one amount, and this package is labeled as another seperate item, that is a different product. So that means that by requiring a person to buy another non wanted and not true value item you are tying. According to section ******* subsection 11 of the ******* revised statue it would not be classified under an approved fee either. Now according ****** subsection 2 you can add that into the price of the defined product. But since that is not included into the price and is a seperate line item it becomes a seperate product. If the price of the vehicle is to have the package included then it needs to have  been listed as such,  otherwise to bait at a lower price and switch with an additional $7000 is deceptive. 
  
  Sincerely,
  
  C S

• Initial Complaint

  Date:12/05/2023

  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 purchased a 2019 **** expedition *** on 08/02/2023. It is a used vehicle. When I purchased it, I also persuaded a warranty giving me a deductible of $250 and up to ****** miles . So moving forward my vehicle started having a hard time shifting gears and sometimes it would even shift back to 1 and slow the vehicle completely down. So of course I decided to take it to get checked. I took it to Jarrett-Gordon **** in Davenport on November 13,2023. They took two and a half weeks to get an answer from my warranty company stating that the vehicle needs its transmission replaced and the cost just for that is over $ ***** but the warranty apparently only covers $4,800 from the total cost of repairs including labor and parts. With everything (including taxes) it brings my total to a little over $8,000. Like I mentioned before I just bought this vehicle and I gave a down payment of $3,000 for it ! I dont have any money to pay for repairs that the warranty SHOULD be taking care of. Please please help me. I dont have a vehicle to move me or my kids around and this has been going on for almost 4 weeks now. You can contact me at ************ or ************ thank you so much for taking your time to read my claim.

  Customer Answer

  Date: 12/11/2023

  Hello, I am trying to contact someone and ask if I need to file a separate complaint for the extended warranty I have for my vehicle? They are called Trek Shield and their office is located in ************ *******  phone number is ************. Please let me know what needs to be my next step. Thank you! 

  Customer Answer

  Date: 01/02/2024

  I need some to contact me ASAP . I havent heard ANYTHING and its been more than the 14 days. I have tried calling multiple times a day to the BBB phone number and no one answeres I have left voicemail and nothing. Please help me! I dont have a car to move around in and really need my vehicle fixed.  ************* or *************

  Business Response

  Date: 01/31/2024

  As stated in the customers complaint, the customer had a 3rd party warranty (no affiliated with ****************** or Jarrett Gordon Ford) which did not cover all of the repair cost required to repair the transmission.  The customer expressed her disappointment for the additional expense for the repair.  To help the customer ********************** ********************* reached out to ****************** and was able to get $1800 in assistance to cover the difference.  The customer was only responsible for the $250.00 deductible.  Repairs on the vehicle have been completed and the vehicle has been returned to the customer. 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a **** tech come to my house on recall on brake line replacement,he by accident broke the bleeding port on the caliper and try to make pay for I file a complaint and they end up replacing it for free,but 2 days later my power steering not working I complain and they said they have nothing to do with them in a meantime my car is undrivable. can you help?I need my car Im a dialysis patient I need my car!

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 truck into their service department for a warranty repair on my drivers mirror that was moving slower than the passenger side.
  
  My initial service appointment was on 8/31/23. I scheduled the appointment a month prior for looking at a parking brake fault, the mirror, and a general oil change/service. The first visit everything went well. They sent me paperwork to authorize all of the work that was done and ordered the parts for my parking brake and mirror and did all of the service. I was charged $767 and paid it.
  
  I took my truck back a week later when the parts came in and they fixed the parking brake but had to order more parts for the mirror.
  
  Another week later i took it back in for the mirror parts that arrived and this is where it had all gone wrong.
  
  
  After 19 days i still have not gotten my truck back, they have not had me sign any authorization paperwork, they do not call and give status updates like i have requested and when i went to pick it up today, "the repair was done but they didnt submit my warranty claims yet." They tried to charge me 1600 dollars to pick it up today.
  
  When ive called and complained during the past 19 days the managers were unwilling to do anything to help or be transparent. Every day it was "itll be done tomorrow or on monday." They dont care that i use my truck for business or that it has both of the car seats for my children in it.
  
  When i asked why i would ever buy another ford or use their service again they said thats my choice and they didnt care.
  
  
  The dealership is claiming someone "worked on the wire harness for the door before" with no proof, no pictures, etc and no theyre trying to charge me 1600 for repairs.

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Purchased a 2020 Ford F-150 on September 2020 and last year I discovered that the front bumper was rusted inside by the fog lights. I was trying to find a dealer Ford with a body shop and the only one in the area is Jarrett Ford. The estimator for the shop Jan Martinez said that is not cover by the warranty. I don't accepted that because there is no way for this F-150 to get rust in the location it is. The vehicle was purchased new and in less than 26 months it is rusted that is not normal. I want this to be taking care of by FORD immediately before the rust continue damaging my vehicle. The rust it is located inside the bumper it seems like that area never got paint in production.