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:12/11/2023

  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 had a previously bad experience with Pinnacle Ford service 6 months ago. I had 2 free oil changes left from when I purchased the car, and it’s been 6 months so, I used one today to give them another chance. I made an 8:30 appointment. I dropped the car off at 8:28. 8:40, receive phone call, you need a transmission flush and coolant exchange. My reply, we had the transmission replaced and coolant changed June 8, 2023, at your facility. Please check our service record. We don’t need another one. At 8:52, receive another call, our battery is at 532, it should be at 700. My reply, we had a new battery placed on 1/28/23 at YOUR facility. Please check our service record, at YOUR facility. Upon further review, I asked for a warranty replacement. When I went to pick up my vehicle at 9:31, I was told that upon “after more specific testing, we charged your battery and it is back to 700.” I said ok. There was a print out of the prior charge reading of 532. I left. Went down to my regular service provider, had the battery charge read there, it was 535. I obtained a print out of this reading. I returned to Pinnacle, showed them both slips, and asked again, about warranty replacement. After the tech spoke with I assume the manager, he said they could do a warranty replacement and it would take 1-2 hours. I asked since I had already been there and had to come back, was there a way to expedite? He did expedite. That was the only good thing. When he came to get me when it was done, he stated he put down on our slip that the car wouldn’t start. I advised that was incorrect. He said Ford is very specific on how they’ll honor the warranty. But, now you have a new battery. Question: if my battery was “charged” why did it only go up 3 amps from when I left the dealership and went 6 miles down the road. Why didn’t they check my service record and do a warranty replacement in the first place since I was told I needed a new one. Something needs to be done

  Business Response

  Date: 12/11/2023

  Pinnacle Ford has made every attempt to work with this customer over the years and have obviously failed to do so. Not sure what she is expecting but I suggest she reach out to Ford Motor Company as we are unwilling to do anything.

• Initial Complaint

  Date:12/08/2023

  Type:Billing 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 December 2nd,2023 I had a 9:30 am appointment for the last free oil change and tire rotation. This was on last Saturday. I checked in with ******* ****** in the service department. I asked him if they could check the fluids in my car especially the antifreeze level. He said no problem. He said I would probably need a new cabin and air filter. They were running a special for $89.00. I told him that would be fine. He showed me to the waiting room. Almost 2 hours later he comes to get me and said my car was ready. He said that will be $698.00. I said all I heard was $89.00 . He said they went ahead and winterized it. At no time did anyone come ask me if they could do all the things they did while I was in the waiting room. They even took off the new rain ex windshield wipers and put they're set on . I had just put those new blades on my car. They did things to the fuel line and battery. I should have been asked if I wanted those other things. There are 4 pages of charges they racked up on me. I will gladly pay for the air filters but I feel I was done wrong on the rest. I stopped payment at my bank until this dispute is settled. I was told to talk to someone on Monday. I went there in person. ***** ******* service director said he would call me back, he had to be in a meeting in 3 minutes. All I get is voice mails and I leave messages. A lady and a man who answered the main line said they would get a message to him. But to this day no one has called me and they won't talk to me when I call. I want for someone to explain to me why I was done this way. ******* ****** said when he checked me out that he could find me a discount. I paid $512.00 to get my car back. The disrespect of not taking my calls to help me resolve this is just not right. Can you help me . ******* told me he was sorry to call on Monday. Why wouldn't they want to help me ??

  Business Response

  Date: 01/16/2024

  Thx. I would be willing to spit the $512.00 with her and issue a check for $256.

  Customer Answer

  Date: 01/17/2024

  
  
  Complaint: 20974990
  
  
  
  I am rejecting this response because: I got a call from ***** ******* saying he would refund the 512.00 a week ago. Also I  paid $106.00 to ****** ****** on 12/11/23 for the actual amount that I owed for the cabin filter and air filter. They owe me the full 512.00 back for services I DID NOT ASK FOR. . SO FAR I  HAVE PAID $618.00 to Pinnacle Ford for what was supposed to cost 89.00 .I  want this over. Also I  have tried to call ***** and ****** the past 2 days and left messages in both voice mails to call me and no one has called back. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 01/17/2024

  Splitting the cost is what we are willing to do. ***** does not have the authorization to provide a refund.

  Customer Answer

  Date: 01/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I  think you at least need to reimburse the extra 106.45 that I paid to ****** ****** for the air filter and cabin filter. Those filters were part of the original cost built into the 512.00. So I will settle for 312.00 which is only fair. This whole thing is so wrong. I  want this to be over. And why won't anyone from Pennicle Ford actually talk to me ??
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 01/18/2024

  I am willing to reimburse $256.00 and I consider this case to be closed. Final response to this.

  Customer Answer

  Date: 01/18/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/02/2023

  Type:Sales and Advertising 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 purchased a 2019 F250 on 10/30/23 with the understanding that it came with ford pass which would allow me to remotely start the vehicle. I was told thru text by the sales rep that this truck was equipped with ford pass. I picked the truck up later that evening and couldn’t get it to connect to ford pass. The sales to said sometimes it takes up to a half hour to fully connect. The next morning I text him because it still wouldn’t connect. A little while later another sales rep called me and informed me that the truck did not have ford pass so there wasn’t remote start. He said there was a module for $115 he could sell me. I asked if they would cover the cost since I believed the truck I purchased had remote start. He told me no because they didn’t make enough money off the deal to cover it. Turns out the module he was talking about isn’t the correct unit anyway. The part my truck needs for remote start is $245 dollars plus installation. They stopped answering my texts and haven’t offered any resolution. I paid for a truck with remote start, which I didn’t get, and now am looking at a few hundred dollars for another dealer to fix their problem.

  Business Response

  Date: 11/02/2023

  We apologize for the poor communication and will be happy to resolve. My cell is *************

  *****

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I contacted ***** the same day he responded to the initial complaint. He gave me two options, a check for $250 or buy back the truck. I didn’t want to get rid of the truck, just wanted what I paid for. Trusting his word that the check was going in the mail last Friday, I ordered the module for $259, set up the install for $110. I never received a check and today is the last day to respond. I offered to let his dealership order and install the module because it would be cheaper at their cost. He said he’d rather write me a check and for me to go somewhere else to get it installed. I guess my business isn’t welcome there, and now I’m out $360 for something I already paid for. 
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 11/08/2023

  The check for $250 did not go out but will be going out in Fridays mail to the address on file.

  Customer Answer

  Date: 11/14/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/29/2023

  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.

  I received multiple voice messages and texts telling me that I had a free maintenance for my Ford Edge. I called the number ************** on the text and told the ladies (**** and her supervisor) that I didn't know about any free package, and ask if they were sure. Both verified it, so they scheduled me an appointment and I arrived to be told that the service would be full charge and that I did NOT have a free package left. I explained the text and the service advisor said he got one a few days ago too. So if they were aware, why is it still happening? It smells like a scam to me. I called the same number a few hours later to see if anything had been done to correct what the Service Manager called an error. **** still confirmed that I had one free service left. I still have a copy of the text and the voice message.

  Business Response

  Date: 10/02/2023

  I spoke with *** **** and told him that I would look into this matter in an effort to resolve. I also expressed my most sincere apologies.

• Initial Complaint

  Date:09/12/2023

  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 2020 F350 Platinum less than a year ago and within the last month the seat massager roller on one side has been inflated to 22psi and the rest stay at 6psi so you can imagine my discomfort. I made an appointment where the issue was diagnosed and was told parts needed to be ordered and to wait for a phone call because they said the warranty inspector would need to look at it first. I waited 2 weeks and heard nothing so I made a phone call only to be told that no progress had been made due to someone leaving/quiting (not sure) also not my problem. Then after talking to someone they got the parts ordered and I had a scheduled appointment on 9-7-23 for service. After arriving and waiting hours I was told they in fact didn’t have the part and I was not notified not to make the 2 1/2 hour drive. After that point I talked to **** and ***** and was told the part should be there the next morning and to call and confirm before arriving. The next morning on 9-8-23 I called and was told that “It was my lucky day” because they had the part. I informed them that my mother would be there in 2 1/2 hours and they said they would see her then. After arriving she waited 2 hours only to be told they couldn’t do the work that day even though they had the part and was told to come in because they stated it would be a 5 hour job if nothing went wrong. After talking to ***** (supervisor) they agreed to go ahead and start work on the truck and to my surprise in no more than an hour **** called for payment information stating the job was finished. After paying approximately $160 and receiving my truck the issue with the massage roller remains the same. I have tried multiple times to reach out to resolve this issue with ***** the general manager. I have left 2 voicemails with no call back. I travel for work and drive countless miles which they are aware of. This is something I did not expect to have to deal with considering I have the best warranty available.

  Business Response

  Date: 09/12/2023

  I spoke with *** ******* today and I will provide him with a full refund of $160.00

• Initial Complaint

  Date:07/24/2023

  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 credit was JUST pinged again by a credit agency that claims to have been requested by Pinnacle Ford of Lexington on my behalf. I Gave them a deadline to have my credit fixed by Monday due to the fact i told them to only run my credit once, July 10th. I just received a letter in the mail from ************ ********* ******** ******** **** ******* ** ***** **** ********** ** ****** explaining how my credit was just ran. I will be seeking legal counsel tomorrow, July 25th. Should they wish to come to an agreement that will stop me from seeking legal council, they may reach out to me no later than 5:00pm

  Business Response

  Date: 07/24/2023

  *** ***** provided authorization to run his credit when he reached out to us in an attempt to arrange his financing.

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: The current credit report that was ran was done on July 16th, I emailed them through here to request them to stop running my credit by the date listed in the previous communication. I also told Brandon on the phone at the time of the first set of communications that i did not want my credit ran multiple times. I only authorized a SINGLE credit run. Per the uploaded documents is just some of the data i have in regards to them ignoring my instructions. I will be contacting an attorney tommorow at noon. If you wish to prevent me from doing so, then i request that you contact those credit institutions and tell them it was a mistake on your companies part and that they are to be removed from my credit report. THAT is the only resolution i will accept.
  
  
  
  Sincerely,
  
  
  
  *********** *****

  Business Response

  Date: 07/25/2023

  *** ***** authorized Pinnacle to run his credit in order to arrange financing. We pulled his credit and the banks then pull his credit. We were in complete compliance and now consider this case to be closed.

  Customer Answer

  Date: 07/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have retained a lawyer to go over my next steps for damages due to credit fraud. As per my last message, i gave a deadline for them to correct their error. They refused. The only thing i asked them for was to call the credit agencies that they used, and admit to their mistake to running my credit multiple times even though i only authroized a one time credit run.
  
  
  
  Sincerely,
  
  
  
  *********** *****

• Initial Complaint

  Date:07/10/2023

  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 am Very disappointed in the service our radio went out. I like to have this resolved as soon as possible please. Also very Poor consumer service was no help at all. Thank you!!

  Business Response

  Date: 07/18/2023

  We were unable to duplicate the customer concern. We attempted a reset and everything worked properly. 

• Initial Complaint

  Date:03/16/2023

  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.

  On March 4th, I took my SUV to receive an oil change, tire rotation/balance, and an alignment. I picked up my SUV after I was told the service was completed. I paid $199 and told that I was "good to go". I didn't receive any kind of report on my vehicle or told there was anything wrong. As I was driving down the street I saw and heard a metal tool fall out from underneath my SUV. I called the service desk and told them. They said ask if my vehicle was driving okay and I told them that my wheels were still on but if I was having any problems I would call Monday morning since they were about to close. After driving more that day I noticed my car pulling extremely hard to the right. I called first thing on 3/6 and was told a manager would call me back. No one called. I called again 3/7 and left a message on the managers voicemail, still no call back. I called again 3/9 and was told to just bring the SUV in on Friday 3/10. After 2 hours of the service department having the SUV they called to tell me my tires were extremely unsafe and they needed to be changed ASAP. They also said there was no way an alignment could have happened because the tires were so bad. I was never told the condition of my tires on 3/4 at the initial service day and one of the tires had a rip in it that could have caused an accident. I was told there would be a refund of the initial payment of $199 for the services that were never completed, but have yet to receive it almost a week later. There was little remorse or concern for my safety and I've yet to receive a call from the manager.

  Business Response

  Date: 03/16/2023

  I am one of the owners and I sincerely apologize for this. Please reach out to me at ******** so that I can resolve immediately.

  Thank you,

   

  ***** ********

• Initial Complaint

  Date:09/12/2022

  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.

  In March of 2022 I took my 2013 **** **** ***** to Pinnacle Ford because I was experiencing an engine rattle occasionally on start-up and a loss of power and significant engine shudder occasionally when accelerating and trying to pass another vehicle. They performed diagnostics and recommended a cam phaser repair. They completed the cam phaser repair for which I paid $3,515.46. Less that 5000 miles later, I am having the same issues. I took the vehicle back to Pinnacle on September 9, 2022 and explained to them I was having the same issues. The now are saying the engine shudder is a spark plug issue and are recommending replacing the spark plugs and coils. The problem with that is that they are claiming they can "feel" the engine shudder while it is running and that is resulting in their recommendation for the noted repairs. I told them this morning that there is no way the shudder they feel is what I'm experiencing when accelerating and trying to pass - the engine shudders, loses power and the engine light comes on. Exactly what I've described to them twice already; once in March and now again in September. And I'm still experiencing the same engine rattle occasionally upon startup. They said this morning that they could not confirm a continuing cam phaser issue because they couldn't "hear" the rattle upon startup themselves. So, I am out $3,515.46 and neither issue that I took the vehicle in for in March has been resolved. They are now claiming that I didn't give them enough information to diagnose the major engine shudder upon acceleration in March to begin with so there is nothing they can do except change plugs and coils and bill me for this work. I believe both issues should have been properly addressed in March, or should be resolved now without any additional expense to me. I am very disappointed not only with the service but with the customer service experience overall. I have found their service manager to be rude and unprofessional.

  Business Response

  Date: 09/12/2022

  We are extremely sorry to hear about what happened and would like to resolve your situation. We do not typically refund for service work performed but would be more than happy to take another look at your truck. Please let us know how we can coordinate that for you.

  Thank you