Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a 2014 jeep grand Cherokee on 3/17/2025 on 3/15 I test drove the vehicle and everything appeared fine I did not officially purchase this vehicle until 3/17, I messaged the salesman on 3/18 at 3:32pm in regard to a light that appeared on the dash telling me to service air suspension immediately and asked if they were aware of this, I did not get a response so I called the sales manager ***** ******* and he made me aware that the sales man that sold me the vehicle was off that day but that he would look into the matter and get back with me. On 3/19 at 9:10am the salesman responded to my message saying that he would get with the service team and get back with me but that he knows they replaced the oil filter housing unit that is when I also mentioned that it has a burning smell and it was making a noise mainly on the highway and that I talked to ***** about the issues as well he stated he will get with him and get back with me I never heard anything so before the day ended at 5:21pm I messaged the salesman for an updated and got no response until the following day with the salesman telling me that they were aware that the vehicle had air suspension issues and that it wasn't fixed since it's just something to give the car a smoother ride which I found later on when the air suspension went completely out that's not true because it causes the vehicle to sit extremely low to the ground messing up the tires and everything else on the vehicle making it undriveable until fixed and I ended paying a huge mount out of pocket to get fixed mind you this issue was never disclosed to me during the buying process of this vehicle. Now the car is overheating and turns out that burning smell and noise I was hearing is from a cracked head gasket that a certified mechanic told me himself there's no way they did not know of when selling this vehicle and now it's running out because it's getting worst and I'm 7 days shy of having this vehicle for only 4 months.

  Business Response

  Date: 07/21/2025

  The dealership has worked out this complaint with the customer.  Please call if you need any information.

  Business Response

  Date: 07/24/2025

  Please be advised that we withdraw our prior response to this complaint.  We will follow up with an additional response shortly.

• Initial Complaint

  Date:04/23/2024

  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 bought a ********************* from Capital ********* in March for roughly $11,000. Less than 30 days of having the vehicle, the water pump went out and left me stranded on the road. I had it towed to **** and they informed me it would cost a lot to repair. I then talked to *************************, the sales manager who told me he would talk to the manager that helped with my sale and get back to me about it. Unfortunately, it has been over a month and no one has contacted me. I have been calling and leaving voicemails for a call back and have still got nothing. Unfortunately, this is my only car and I cannot afford to get a ride to and from **** to speak to someone as Im paying gas to get my 3 sons to school and daycare and myself to work. I feel that even if I am to pay for the water pump that its extremely unprofessional to not even give someone a call back whos wondering what steps to take for her car.

  Business Response

  Date: 04/30/2024

  On February 22, 2024, ********************* purchased a 2013 **** Explorer with 140, 164 miles on it.  The vehicle was purchased with no extended warranty. The customer was offered the opportunity to purchase an extended warranty that would cover most major repairs, but she declined to do so.

  On March 28, 2024, the Explorer was towed to the dealership and was diagnosed as needing a new water pump.  At the time, the vehicle had ******* miles on it.  A water pump is usually one of those items that fails with no warning.  The customer drove the vehicle over ***** miles before the pump failed.  We are working with the customer on cost of repair.  Please let me know if you need additional information.

• Initial Complaint

  Date:10/16/2023

  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.

  6/10/22 FORD REPLACED MY BREAKS ON MY CAR. PER THEIR POLICY THE PARTS AND WORK ARE COVERED FOR 3 YEARS OR 36000 MILES. I HAVE HAD SEVERAL DIFFERENT CARS SERVICED THERE AND HAVE ALWAYS USED THEIR SAVINGS COUPONS FOR WARRANTY ON SERVICE WORK PERFORMED THERE. ON 4/27/23 THE SAME CAR NEEDED A WATER PUMP AND THEY TOLD ME THE BREAKS NEEDED REPLACED. I TOLD THEM THEY HAD JUST REPLACED THEM THE PREVIOUS TIME THERE. THE TECH CLEARLY DIDNT KNOW THAT AND SAID HE WOULD HAVE TO CHECK AND SEE AND CALL ME BACK. POINT IS THEY NEEDED DO THEIR PART AND HONOR THEIR WARRANTY FOR THE PARTS OR SERVICE. WHEN REACHED OUT AT A LATER DATE AFTER WOULDNT PASS INSPECTION FOR THE BREAKS I ASKED IF THEY WOULD REIMBURSE FOR THE BREAKS HAVING TO BE REPLACED AND THEM NOT HONORING THEIR WARRANTY, *** ******* SAID THAT SHOULDNT BE A PROBLEM. I THEN EXPALINED THEY HAD PUT A NEW WATER PUMP ON 4/27/23 COSTING THE AMOUNT 624.52. I THEN TALKED WITH HIM ABOUT REIMBURSING THE CHARGE FOR THE WATER PULLEY THEY HAD PUT ON AND HAD TO BE REPLACED 6/6/23. HE SAID HE WOULD SEE AND TO COME IN AND TALK TO HIM. WHEN I GOT THERE HE MENTIONED A BAD CHECK WRITTEN FOR THE SERVICE WORK 624.52 AND SAID HE WOULDNT DO ANYTHING UNTIL PAYMENT HAD BEEN COLLECTED. THE CHECK WAS BAD. THE LADY THAT COLLECTED THE CHECK HAD SENT AN EMAIL STATING THE CHECK WAS WRITTEN INCORRECTLY AND I NEEDED TO GET IT FIXED. SHE GAVE ME UNTIL 530 CLOSE OF THE BUSINESS DAY ON 4/27/23. AT 400PM THAT DAY I WAS PULLED OVER AND ARRESTED FOR THE NON PAYMENT OF THE CAR, FORGERY, AND STEALING. WHILE TALKING TO *** HE TOLD ME THE CHECK WAS RETURNED ON 6/5/23. WHICH IS AFTER THEY HAD MADE CONTACT WITH THE POLICE AND SENT IT TO THE PROSECUTING ATTORNEYS OFFICE FOR COLLECTION. WHICH IS NOT RIGHT FOR BOTH CANT GO FOR COLLECTING THE PAYMENT. I TRIED EXPLAINING AND HE SAID HE WOULD SEE ME IN COURT. NOT HONORING PREVIOUS WORK BEFORE THIS INCIDENT OCCURED. CAN EXPLAIN FOR ABOUT THE SITUATION IF NEEDED OVER THE PHONE OR IN PERSON. WANTING REFUND AND COST PAID ON BREAK

  Business Response

  Date: 10/25/2023

  On June 10, 2022, the service department at Joe Machens Capital City installed rear brakes and performed some additional service work on a 2005 Pontiac G6 with 124,456 miles on it.

  Subsequently, on April 18, 2023, the vehicle was brought back in for service for a leak and a motor vehicle service inspection.  At that time, the vehicle had 142,923 miles on it.  The dealership replaced a water pump.  However, the car could not pass a safety inspection because the vehicle needs both front and rear brakes.  The rear brakes were not covered under warranty because of sticking calipers.

  The work that was done on the leak was not paid for properly.  The customer presented a check that was in her mother's name on a closed account.  There was subsequently police involvement. 

  Please let us know if you require further information.

• Initial Complaint

  Date:10/05/2023

  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 have bought two vehicles from them in the past two years and have both had a bad head gasket. The first car had 36000 miles on it when the head gasket went bad so I traded it in for another vehicle with 51000 miles on it and had it for 3 months and 2 weeks and the check engine light came on and I took it straight there and it ended up being the same thing. A bad head gasket. These problems are known to them. They want me to pay for a new engine and I don't agree at all that I should be on the hook for anything because of the vehicles they're selling are garbage.

  Business Response

  Date: 10/25/2023

  ***** ******* purchased a 2017 Ford Edge on May 12, 2023, to replace a Ford Fusion that had a mechanical problem that was not covered under warranty.  The 2017 Ford Edge came with a ninety (90) day, 4,000 mile Ford Advantage Blue Certified warranty.  He did not purchase an extended warranty.

  Shortly after the warranty on the Edge expired, he brought the vehicle to the dealership with the check engine light on.  The vehicle requires an engine replacement at a cost of $5,800.00.  The dealership has assisted him and Ford Motor Company is assisting in the cost of the repair.  We consider this matter resolved.

• Initial Complaint

  Date:09/23/2023

  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 Lincoln Aviator from Capital City Ford in Jefferson City, Missouri, on April of 2023.  Said vehicle has now been in their service department numerous times for repetitive repairs. It is presently at Joe Machens Ford in Columbia, Missouri, because Joe Machens Capital City Ford, where I purchased the vehicle, was unable to fix it. Said vehicle has now been at Joe Machens Ford in Columbia, MO, for six consecutive weeks and there is no end in sight. I am making payments on a car I have been unable to drive for nearly six months now.
  
  When purchasing the Lincoln, I was told that it would cost $3,000 to have my car certified pre owned and they could not do that, but later when talking to a branch of the dealership, was informed it would have only cost me $1, 000, at the time of purchase, which I would gladly have done.
  
  Issues with car to date include:
  1). Sunroof not closing;
  2). Steering column making noise;
  3). Third row seat not folding;
  4). Overhead light coming on at random times;
  5). Rattle in dash;
  6). Lincoln logo not lighting up;
  7). Loss of power in motor leaving me stranded; and
  8). Back up camera not working correctly.
  
  My Lincoln was in the shop at Capital City Ford, Jefferson City, Missouri, five days after purchase for a total of seven days and none of the issues were resolved.
  
  When talking to the General Manager, I was told that I would be taken care of and that he would look into this issue and would give me a call. Six weeks later, I have still not received a call back.
  
  I feel like Joe Machens Capital City Ford, Jefferson City, MO, has been deceptive in dealing with me from the beginning of the transaction and has definitely taken advantage of me.  They have been dishonest and untrustworthy concerning my purchase and in the service and repairs. With the numerous items listed above, which occurred within weeks of the purchase, Joe Machens Capital City Ford, Jefferson City, Missouri, should be investigated and held responsible.

  Business Response

  Date: 12/11/2023

  See uploaded documents

• Initial Complaint

  Date:08/31/2023

  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 bought a Ford F-150 from Joe Machen's in March of 23. Within a day, we noticed that the truck had issues; the most notable was the back end was not right, and the motor was blowing like it was going to blow up. This happened within a day of getting it. I went by myself as a female and didn't notice these items, and in hindsight, I should have waited to have my husband look at it before buying it. I took the Ford to Joe Machens and let them know of all the issues it was having and that there was no way this "gold standard certified vehicle." It is required to go through a 100-point inspection, and I know that was not the case with all the issues. After going to the service counter a few times, they told me it would take time to order all the parts, and I never heard back. They said it would be August 11th. Without a response, I called them several times after August 11th and left emails with the service manager. I got ahold of the cashier on August 30th, and she said all the parts are in, and we could get it in, but they would need to have the car for at least three days, if not more. I asked if you have a vehicle for me to drive, and she said no, that could be months, and they could call me when they do. I was trying to give them the benefit of the doubt & asked about trading. They said they could give me a good deal. I was bringing my truck in & they said they would have something ready for me to look at. When I arrived, the salesperson ***** was nowhere to be found, and they didn't have anything for me. I waited for over an hour, and then another person said they would be in contact and did give me a car and texted over the deal, which was not a deal considering everything we have gone through with the truck and its issues. I am attaching some email strings with the company with more information on the back and forth. Nothing has been done so far to help fix the vehicle or repurchase it.

  Business Response

  Date: 12/11/2023

  please see attached file

  Customer Answer

  Date: 12/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: They were unable to fix the vehicle or work out a deal, so we ended up selling the ford and purchasing a reliable one from a different dealer. I rejected because it was not resolved, but this can be closed since we no longer have the vehicle. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 12/12/2023

  The customer has traded the vehicle at another dealership and said the BBB should close the complaint.

• Initial Complaint

  Date:04/14/2023

  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 from out of town and was here visiting a friend. My check engine light started flashing on my drive here and I took my car in to get serviced since I was not familiar with the local mechanics. I went in to the service center on 4/11/23 around 8AM. While I was standing there the tech quickly hooked up a device to diagnosis the problem and told me within 5-10 minutes that I needed new coils. I had to get online for work so I asked if I could leave the car and if they could look at my broken backup camera and another sensor that was broken to let me know how much it cost. They called later and let me know how much it cost and I declined those repairs and still had $861.75 of work done on the car. They charged me an additional $300 to tell me what needed to be fixed for the camera and sensor even though I declined the repairs. I called my service advisor on the receipt, Angie, and she said it's just like the doctor they will charge you a fee for an exam. I went to the doctor yesterday. My charges were told to me from the beginning by the secretary at the desk and I had to sign off on it. There was no verbal communication to me that it would cost $300 to just have them look at it or I would never agreed. ***** said when I put my contact information in the Ipad is when they let me know about that cost and I did not see any of that information that was straightforward. I asked about the cost of labor per hour and she reassured me it took them two hours to diagnosis those issues even though the individual working on my car was able to tell me I needed a new coil within 5-10 minutes. I have always been told not to go to the dealer because they will overcharge you for everything. I was in a situation where I was unfamiliar with the area and my broken backup camera literally says "see dealer" so I thought this would be the best option. If the cost of looking at those was told to me beforehand I would have not have them looked at it.

  Business Response

  Date: 04/21/2023

  On April 11, 2023, ******* ***** brought her 2011 Ford Edge to the service department at Joe Machens Capital City.  The vehicle had 149,958 miles on it on that date.   She complained of a flashing check engine light. 

  A computer scan of her vehicle was performed in the service drive and it detected multiple misfires.  The service writer recommended replacing the spark plugs and testing the coils.  The technician replaced the spark plugs.  The technician also found one bad coil out of the six coils on the vehicle.

  Subsequently, the customer also asked the service writer to check the broken backup camera and another broken sensor.  The technician ran a pinpoint test on the reverse camera system and found no error codes in the Accessory Protocol Interface Module (APIM) or the Front Controls Interface Module (FCIM).

  The result of the pinpoint test by the technician led to the diagnosis of a bad backup camera.  The reverse camera system is very complex and there can be many reasons why the reverse camera is not working.  Without going through the pinpoint test, it is impossible to know whether a simple reprogramming will fix the concern or if the module or the camera needs to be replaced.

  The second sensor the customer asked the dealership to look at was diagnosed as a faulty latch on the door. The faulty latch was causing the sensor to sense that the door was open.  This was causing a draw on the battery, which over time, will drain the battery and cause the vehicle to not start.

  The company policy is to do free basic diagnostic testing for up to 30 minutes without any charge.  After 30 minutes, the charge is $150.00 per hour.  The dealership discloses these charges in its repair orders and the diagnostic charges applied to the cost of repair, if the customer elects to have the repair completed.  In many cases, the diagnosis can be more time consuming than the actual repair.

  The dealership has reached out to ******* and refunded the $300.00 that was requested.