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:10/11/2024

  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.

  We purchased two vehicles from Jackson Ford in Decatur IL. It has now been 5 months since the purchases and the vehicles are still not titled. The 2024 Mustang was purchased first for 64992.00 with a down payment of 33000.00. The Ford F150 Lightening was later purchased on 06/22/2024. The primary problem is that the vehicles are to be titled in Michigan which has a different sale tax structure than Illinois.
  The Michigan Secretary of State allows the the first 10000.00 of trade-in value to be deducted from the vehicle sale price. Sales tax at 6% must be paid on the remainder of the purchase price. The finance dept at Jackson Ford used a software program that is designed to calculate Illinois sale tax. The tax amounts on both vehicles were calculated incorrectly and were deficient by a significant amounts.
  As the sales taxes are included in the loan for each vehicle, and the loans have been dispersed, Jackson Ford is refusing to cover the difference in each case. The Total tax on the mustang is 3299.52. Jackson Ford Sent a check for 2381.00, which additionally is made out to the wrong payee. The deficit is 918.52. The total sales tax for the F150 is 3006.12. Jackson paid 1248.00 to the Illinois Dept of Revenue using form ST-556 Sales Tax Return leaving a deficit of 2352.12.
  As I am on Social Security, I am not able to come up with the 3270.64 that is the total deficiency. I am asking that Jackson Ford re-do the taxes on both vehicles and send the moneys to myself, or to the Michigan Secretary of State. I cannot complete the titling and registration of either vehicle until Jackson Ford corrects the errors on both vehicles, and because it was their fault, pays the differences required to license the vehicles!

  Business Response

  Date: 10/24/2024

  The dealership processed *** ****** taxes through ** *** ******** which when inputting the information you enter if he is out of state along with the amount of the purchased vehicles and the trade allowance. ** *** ******** calculates the taxes and a check for that amount is sent out to that State. My Illinois tax does not account for city or county taxes for the state the customer resides in, and we make the customer aware of that.

• Initial Complaint

  Date:02/13/2024

  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.

  We purchased a new 2020 Ford Edge from Jackson Ford. This was our 3rd new Edge in 6 years, all purchased from Jackson Ford. When we signed the contract, we were sold a triple coverage extended bumper-to bumper warranty. One for interior, one for paint, one for the drivetrain. We were told at that time that it covered "basically everything". The cost for the warranties was around $3000, I believe. After 3 years we noticed the steering wheel was peeling, the drivers seat has a patch that is cracking (not a seam coming apart) and there is a door ding in the drivers door. We checked our warranties and all 3 were still active. We were under the milage and time. We took the car in to Jackson Ford where they took pictures and said they would send them off for approval. That was in November 2023. A month later, we had heard nothing, so we called to check. ***** (Service Manager) stated he had not heard back and was going to check on it and call back. Another month goes by with no contact. I called and talked to ***** and he said he had still not heard anything. I asked if he could please call and let me know the status. He never called. In February, my wife called and the person she talked to could not even find a record of a claim being submitted. My fear is that the claim was never submitted because they didn't want to deal with it, or the entire extended warranties they sold us were a sham. I could repair the items myself for less than they charged me for the extended warranty that they will not honor.

  Business Response

  Date: 02/13/2024

  MR.******** brought 2020 Ford Edge into service Department for said inspection of seat and steering wheel.***** service advisor took photos of both concerns and sent pics to extended service contract for inspection.Claim was denied on that was a pre exciting condition of seat and steering wheel.Same time extended Rep came by and also looked at pics stated denied claim not covered cause of normal wear.***** also talked to Mr. ******** in person and informed him that items are not covered.

   

      Thank You,                                                                                                                                                                                                                                                                                         ***** *******, Service Manager

• Initial Complaint

  Date:01/15/2024

  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.

  On September 25, 2023 I brought a vehicle to Ford dealer for repair. The dealer was given extended warranty info. When work was completed I came to pick up truck. I paid the $3252.19 invoice. I asked why it was not under warranty he said they didn't cover those items. When I got back to my office I called warranty co. To see what was up. I was told I had a top of line warranty. I was told Jackson Ford had never called them. I was told that a rodent had chewed wires to fuel pump. I was told a seal was out. Prior to going I had a mechanic check out my problem. There was no rodent chew. Fuel pumps on this model tend to go out. Seals are covered under my warranty.

  Business Response

  Date: 01/26/2024

  Mr.****** came to Jackson Ford with his 2019 Ford F250 customer states vehicle has extended crank. Diag. Tech found faulty fuel pump and damaged wiring that was chewed through. Chewed wiring (rodent) would not be applicable for the extended warranty due to it not being a mechanical failure. Wiring and replace fuel sender per customer authorization. Customer came and picked up vehicle.

• Initial Complaint

  Date:07/07/2023

  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.

  see Attached document

  I was recommended to take my car to Jackson Ford back where I bought my car to get it checked out. I took my car on two different day. I was ok about the first time until I had my car back again for the same issue of sounds and engine light on. When I pick up my car up the second time engine light was on same sounds to. I went in to complaint the gentleman there said bring back again use the code tester again to see the problem. I was recommend by family and friends take my car someplace else. I took my car to Wathan Automotive where they found both parts was not fixed. I have to wait for the other part to be fix

  Business Response

  Date: 07/17/2023

  Miss ****** brought her Fiesta to our service department on 05/22/23 with a check engine light . Found had a code PO446 which was a stuck vent valve ,replace valve test drove no light on and no concerns.Miss ****** then came back on 06/21/23 with a check engine light . Found had a code PO455 found leak in circuit evap solenoid valve.Replaced solenoid assembly test drove no light and no concerns.Check engine light came back on at end of day.Miss ****** brought Fiesta into service had Tech do some diagnostics needed further time to do more diag.We informed Miss ****** of situation and she was going to bring Fiesta back into service the next morning and have not heard of anything until now.                                                                                                                                                                                                                                                                                                                                                                      Thank You,                                                                                                                                                                                                                                                                                           ***** ********Service Manager

• Initial Complaint

  Date:05/30/2023

  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.

  my window is missing pieces and they said the pieces were already missing when I brought it in but I had all of the inside when I brought it in

  Business Response

  Date: 06/20/2023

  Service Department informed Miss ***** ******* at time of repair to vehicle that trim molding was missing.Miss ******* told service that molding was inside vehicle but service did not find any such item.Informed Her several times there after that part was always missing. Thank You ***** ******* Service Manager Jackson Ford.

• Initial Complaint

  Date:10/26/2022

  Type:Sales and Advertising 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 bought a vehicle with Jackson Ford that had a lot of issues including alignment and flat tires. I was told the vehicle had an inspection and was safe to drive on the road. The vehicle did not have an inspection completed on it. I found this out after I drove it home. In the process I lost my trade in and had to pay more money for another vehicle. This is consumer fraud. I would like the better business bureau to resolve this situation. I was led to believe that this is a reliable and safe vehicle which it is not. A reduction in the amount of money paid to the dealership is my desired resolution. There is no reason to be treated like this by this dealership. I trusted them to provide a reliable vehicle and not to increase the value of the next vehicle based on their screw up of the first vehicle.