Complaints

This profile includes complaints for Rich Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rich Ford has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rich Ford

  8601 Lomas Blvd NE Albuquerque, NM 87112-5048

  
• 

  Rich Ford

  PO Box 3487 Albuquerque, NM 87190-3487

  
• 

  Rich Ford Edgewood

  19 Plaza Loop Edgewood, NM 87015-9708

  

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:06/24/2025

  Type:Customer Service 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.

  Myself and ******** ***** purchased a vehicle with rich ford on May 15th.
  
  We initially signed off to receive the vehicle with an agreement that lender documentation would be completed at a later date (at the request of the dealership, we did not request this, but agreed). On June 9th, we were asked to come to the dealership to sign the loan documentation as expected. We were told that the lender would be Nusenda Credit Union and the first payment would be due on June 28th.
  We have not received any information about this loan from nusenda, the dealership, or any other lender.
  Over the past few weeks we have attempted to contact the dealership and our specific finance manager (****** ****) several times but have not been able to get a hold of anyone. We have sent emails, texts, and left voicemails.
  
  After calling nusenda today (June 24th) we were told that by them that they have not received any documentation about a loan and that we are not members of the credit union.
  
  We contacted the dealership yet again today, and were told we would receive a call back as the Finance Director was not currently available.
  
  The situation has been very poor and confusing without any effort from rich ford to resolve the issue, or keep us informed as to what’s happened/why there’s a delay at all.

  Business Response

  Date: 08/01/2025

  We believe that the customers concerns have been handled.  The original lender did not agree to the terms that the customer and our dealership had agreed to.  Fortunately we were able to secure the financing with another lending institution on the customers behalf.  We believe the concerns are completed.

  Customer Answer

  Date: 08/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:05/28/2025

  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.

  On 5/14/24 my car was taken to Rich Ford. It was recommended to go here by *****. ***** reported that there was a problem with my transmission. Following the recomedation Rich Ford also advised me the transmission needed to be replaced. It was replaced and my warranty company covered it. I received my car back on 6/18/24.I had my car towed over to Rich Ford on 2/12/25. They advised me I needed a new engine due to coolant leaking into the cylinders. It was replaced and I received my car back on 3/3/25. Once again the car was not running properly so Rich Ford took it back for a 3rd time. The car was doing the same thing it was doing before they replaced the engine. In April I took the car to a different repair shop and was advised my spark plugs were cracked & was recommended to get a tune up even though the car just had the engine replaced. After the tune up for the first in a year the car was drivable.On 5/3/25 while driving, the car started making a loud grinding noise & all the transmission fluid leak out & the car shut down. I had it towed back to town. It was then towed to ******* on 5/8/25. They advised me that the transmission mount broke & the transmission fell about 4 inches. They also advised me this was due to the transmission being installed incorrectly. They sent me pictures of bolts missing & also bolts not being screwed in correctly or completely. I contacted Rich Ford & they told me I had to have the car towed to them to evaluate if it was their fault. It was towed to them on 5/9/25. They determined that it was not their fault and that they would pay for labor to fix the transmission again, but told me I had to pay for parts damaged due to the transmission falling, they estimated it to be between $400 & $500. They also told me that my engine needed to be replaced again because their was coolant in the cylinders. This was the same reason they gave me a new engine just 3 months prior.

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  
  On May 14, 2024, with 56,954
  miles on the vehicle, the customer brought in their vehicle with a concern
  related to the transmission. Following Ford’s diagnostic procedures and under
  the terms of the customer’s aftermarket extended warranty, our technicians
  performed a transmission teardown and confirmed an internal failure. The
  extended warranty provider authorized a transmission replacement using a unit
  they supplied. We do not have confirmation whether the replacement transmission
  was remanufactured or salvaged, but it was not provided by Ford.
  
  On February 12, 2025, with
  60,804 miles on the vehicle, the car was towed in for a completely unrelated
  issue involving a loss of power and coolant. A Ford Certified Technician
  diagnosed the concern and determined, following Ford’s procedures, that the vehicle
  required a short block engine assembly. Per Ford standards, when a short block
  is replaced, the original cylinder head and spark plugs are transferred over
  and not removed or replaced.
  
  At this time, the customer
  was also advised of a check engine light related to a catalytic converter issue
  and a grinding noise from the suspension. The customer declined diagnosis or
  repair of these issues.
  
  In May 2025, the customer
  contacted our Service team and stated that ***** had informed her a
  transmission mount had failed, causing further damage. We explained that our
  policy requires in-house inspection by Ford Certified Technicians to determine
  the cause. The vehicle was towed to Rich Ford on May 9, 2025, with 61,104
  miles.
  
  The vehicle was thoroughly
  inspected by both a Ford Certified Technician and our Senior Master Shop
  Foreman. We found the aluminum threads had pulled from the transmission mount,
  consistent with a part failure. Had bolts been missing from the February repair,
  the mount would have failed immediately, which was not the case. Therefore, we
  concluded this was not related to any prior work done at Rich Ford.
  
  Both ***** and our dealership
  initiated claims with the customer’s extended warranty, but the failed
  components are not covered under her current contract. Nevertheless, as a
  goodwill gesture, Rich Ford offered to cover the labor costs of the repair if the
  customer would pay for the necessary parts.
  
  During inspection, we also
  observed white smoke from the tailpipe. As a courtesy, our technician performed
  additional diagnostics and found coolant intrusion in one cylinder via
  borescope. We recommended further diagnostics to determine potential warranty
  coverage related to the short block replacement.
  
  The customer has explicitly
  stated to multiple staff members, including management, that she does not want
  Rich Ford to touch the vehicle. She has also ceased communication by blocking
  calls and messages from our team.
  
  Rich Ford has acted in good
  faith throughout this process, following manufacturer guidelines and warranty
  requirements. We have gone above and beyond in assisting the customer,
  including offering complimentary labor and courtesy diagnostics, despite multiple
  issues being unrelated to prior work or uncovered by her warranty. At this
  point, we do not believe any further action on our part is warranted.

  Customer Answer

  Date: 05/30/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: i was told by Jerrilyn tht the engine needed to be torn down again because there was coolant leaking into the cylinders. She told me tht it is a common problem with that car. The car's engine had just been replaced 2 months ago. Also if a claim was submitted to my warrtany department the transmission repairs would have been cover, I just had to pay for a coolant hose. It was already approved through ******* before I was told I had to have the car towed to Rich Ford to have it diagnosed by them. Furthermore, I have not blocked any calls from Rich Ford. I advised Jerrilyn I would seek legal help in this matter and she told me she could not speak to me anymore. The service manager advised me of the same information. I also have the diagnostic report tht ******* preformed which is different information provided by Rich Ford.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 06/03/2025

  Thank you for the
  opportunity to respond.
  
  The customer is correct
  in stating that diagnosing a potential coolant intrusion issue requires
  following Ford’s prescribed process. This includes a teardown procedure to
  properly identify the root cause of failure and determine whether it qualifies
  for coverage under Ford’s Special Parts Warranty (SPW).
  
  It is unclear why the
  vehicle was towed to our facility if the customer believed their extended
  warranty would cover repairs at an alternate facility, such as *****. When we
  contacted the customer’s extended warranty provider, we were informed that the
  repair in question was not covered.
  
  The customer has also
  stated on multiple occasions that she does not trust our facility to perform
  any work on her vehicle. Given this, and in light of the goodwill gestures we
  have already extended, we believe it would be in the customer’s best interest
  to have the vehicle towed to a repair facility that she feels confident in and
  trusts.
  
  Additionally, the
  customer has opted out of text communication through our scheduling software system and has
  not returned multiple phone calls. As of this response, the vehicle remains
  on-site and is available for pickup at our cashier’s office.

  Customer Answer

  Date: 06/09/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:This last time that my car broke I knew it was transmission fluid leaking out of the car. Since Rich Ford was the last place that worked on my transmission I initially wanted to take it to them for a diagnostic. I contacted ****** **** Warranty and I was advised if I toke my car directly to Rich Ford I would be charged $200 for going out of the network. Therefore I had my car towed to *******. I did not know what was wrong with the transmission other than all the fluid leaked out. ******* advised me that my transmission was installed incorrectly. They also advised me to contact the repair shop that installed the transmission. I contacted Rich Ford with this information and the Sevice Manager as well as an Service Care employee told me multiple times to have the vehicle towed to Rich Ford so that their technicians can preform a diagnostic. Before the car was towed for ******* the technician there advised me that they spoke with ****** ****. The technician advised ***** **** the transmission was installed incorrectly & as such causes not only damage to the transmission but to the engine as well. ****** **** then advised if the transmission was installed incorrectly then the car needed to go back to where the transmission was installed. They also advised the technician that the transmission would not be cover if shown to be installed incorrectly & it would be up to the repair shop that installed it incorrectly to fix all damages. At this time I would like for the repairs to be paid for by Rich Ford, however I do not want Rich Ford to repair my car. Multiple times they have shown they are not as knowledgeable as they lead to believe. I would also like for my missed wages from work to be paid due to the fact I had no car to get to & from work. I also incurred a tow fee of $282 from when the transmission fell. Once again, I have not discontinued any contact with Rich Ford. I have not opted out of any msgs. Someone fron the service department contacted me last week & I called back & spoke with someone. No one has called nor left any voice msgs. I am not sure why Rich Ford is under that impression.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/11/2025

  Type:Order 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.

  A vehicle was sold to me as new, but was not new. It was used and not disclosed to us in the contract. Vehicle warranty started a year before we purchased it and that information was withheld from us. Had we would have had the in service date information , we would have never purchased this vehicle. It has multiple issues and brought into service multiple times for the same issue with no success in fixing it.

  Business Response

  Date: 03/31/2025

  We
  are writing in response to the complaint filed against our company on March 28,
  2025, which was received via a call from your office. After conducting an
  internal review, we determined that the initial email regarding this matter,
  sent on March 12, 2025, was inadvertently filtered into our company's spam
  folders. We appreciate the opportunity to now address the concerns raised by
  *** **** ******** regarding the vehicle purchase he and *** ******** ******** made on April 14, 2024.
  Upon
  review of our records, we confirm that *** ******** *** *** ******** purchased
  a new 2024 Ford Explorer XLT (VIN# 1FMSK7DHXPGB33406) with 6,218
  miles at the time of sale. The mileage was clearly disclosed to the buyers
  through multiple signed documents at the time of delivery. Additionally, the
  vehicle qualified for all applicable new vehicle incentives offered by
  Ford Motor Company, including a $1,250 rebate and a $750 rebate,
  which are not available for used vehicles.
  Furthermore,
  this vehicle was delivered with a Manufacturer’s Statement of Origin (MSO),
  which is issued only for new vehicles. Following the purchase, the vehicle was titled
  and registered to *** ******** *** *** ********* along with their lender, Ford
  Motor Credit. This process further confirms that the vehicle was sold as
  new, as an MSO transitions into a title upon first registration.
  Additionally,
  *** ******** *** *** ******** elected to purchase a vehicle extended service
  contract, which they later canceled on April 28, 2024. Per our
  records, the full balance was refunded and applied toward their loan with their
  lender.
  Vehicle Service History
  Our
  records show that the vehicle has been serviced at our dealership on three
  occasions:
  April
  25, 2024 – A Works Package (lube,
  oil, and filter change) was performed.
  October
  28, 2024 – At 16,438 miles, the
  vehicle was brought in for a concern regarding the Sync system,
  which was updated with Ford Motor Company’s APIM software.
  Additionally, three other concerns were reported (dragging sensation at
  start-up, sunroof rattle, and a "squishy" brake pedal), but
  these issues could not be verified by our technicians.
  February
  27, 2025 – At 21,947 miles,
  another Works Package (regular maintenance) was performed.
  As
  noted, the vehicle has been serviced three times, with only one visit related
  to concerns outside of routine maintenance.
  Next Steps
  We
  encourage *** ******** *** *** ******** to contact our service department to schedule an inspection if they have any concerns about the vehicle's
  performance, and we will gladly assess and address any issues.
  Additionally,
  if they would like to review their transaction paperwork, our General
  Sales Manager or Finance Director is available to go over the
  details of their purchase. We are happy to provide any necessary clarification
  regarding the terms of the sale.
  Please
  let us know how we can further assist in resolving this matter. We remain
  committed to ensuring customer satisfaction and transparency in all
  transactions.

• Initial Complaint

  Date:12/19/2024

  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.

  Lied about services provided. Requested services done that were not completed but signed off as complete. Led to truck breaking down. Per mechanics truck may have long term issues moving forward. Would like for Rich ford to exchange to a vehicle that works that's comparable to what I own now. Not ok to lie to consumers. Tried talking to them after weeks of non stop emailing and reviews. Only to have manager hang up on me and dismiss anything I had to say.

  Business Response

  Date: 01/06/2025

  We received this complaint on January 3, 2024 via email from a Dispute Resolution Specialist.  This was our response:

  We appreciate the
  opportunity to respond to the concerns raised by Mr. ****** ******** regarding
  his service visit to Rich Ford on November 11, 2024.
  
  During this visit, Mr.
  ******** brought his 2019 Ford F150 with 30,949 miles for a routine oil change
  and tire rotation covered under his service contract. As part of our standard
  vehicle inspection, our technician recommended an air filter replacement due to
  its condition, as well as an alignment and tire balance based on the vehicle’s
  mileage. Mr. ******** approved these additional services, and all requested
  work was completed on the same day.
  
  Subsequently, Mr. ********
  left a Google review indicating that his vehicle began emitting smoke and
  displayed a check engine light after the service. Our Customer Relations
  Director promptly reached out to schedule a follow-up diagnostic appointment to
  address these concerns. Unfortunately, Mr. ******** declined this offer.
  
  It is important to note
  that, while we strive to identify potential issues during our inspections, it
  is not always possible to foresee future mechanical failures. Based on the
  vehicle’s description, the issue may fall under the Powertrain warranty provided
  by Ford Motor Company; however, a diagnostic assessment by a certified
  technician is necessary to confirm this.
  
  Rich Ford remains
  committed to customer satisfaction and resolution. We encourage Mr. ******** to
  bring his vehicle in for a diagnostic evaluation at his earliest convenience so
  we can determine the root cause of the issue and provide guidance on the next
  steps.
  
  Thank you for your
  attention to this matter. Please feel free to contact us with any questions or
  further concerns.
  
  
  Crystal S******
  Parts & Service
  Director
  Rich Ford Sales
  ###-###-####
  *****************

   

  Customer Answer

  Date: 01/06/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  No one contacted me. My brother had to use his name in order to get a response from Rich Ford. Manager was extremely rude and offered no help. The trust is broken as they have lied about services provided. Again, I have proof. Would like a call with another manager or owner to discuss this matter. Would obviously love to figure this out peacefully and with respect. However, this has been 2 months now and have had very little communication from anyone.
  
  
  
  Regards,
  
  
  
  ****** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:11/21/2024

  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.

  Purchased a 2022 kia sorento from rich Ford at beginning of June the vehicle ran right until July 2nd
  then began having issues talked to the sales rep I worked with he said to bring it in and they would.look at it when I took in the service department told me they do not service kias at all and I would have to take it to a kia dealership so far it has had to have the timing belt changed,intake manifold plus alot of other parts that I was told by the mechanic that these items should have been caught by ford before selling the car to today is November 21 2024 and I have maby gotten to drive a vehicle I got maby a month the rest of the time it has been in the shop being worked on that's the biggest issue the next issue is I was charged for several hundred dollars for factory tint I was told at day of sale they would have it tinted for what I was paying for never happened, attena was broken was told it would be taken care of never happened I tried talking to sales guy but seemed like a lot of runaround

  Business Response

  Date: 12/04/2024

  We are writing in response to
  the complaint filed against our company by ****** ******* regarding his
  purchase of a vehicle on May 27, 2024. We take all complaints seriously and
  appreciate the opportunity to address this matter.
  
  After reviewing the details of *** ******** transaction Rich
  Ford was successful in accommodating *** ******** request.
  
  Our General Sales Manager contacted *** ******.  Upon further review this vehicle needed a new
  timing sensor located behind the timing cover. It was taken to a Kia franchised
  dealership because they previously did work on the engine and that included
  taking the timing cover off. This was covered by the *** ***** ********* 5yr/60k mile basic warranty. As of today, per the Kia franchised dealer, the
  part is 3 days out and with labor it should be completed by the end of the
  week.  This was communicated to *** ******* and he stated that he was satisfied with the communication.
  
  *** ****** also requested that we order him a new antenna,
  re-tint his vehicle and inspect his A/C unit after his vehicle is returned to
  Rich Ford from the franchised Kia dealership.
  All of *** ******** requests will be honored. 

• Initial Complaint

  Date:11/08/2024

  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.

  September 26, 2024 we bought a truck from Rich Ford, when we went to finance to sign documents we had been there for about 6 hours without eating, some products were added to our contact which we specifically told Chris Ruiz finance person we did not want, he put on contract anyway, when we got home we saw products were added, went back to see him next day, asked him how these
  products got in our contract he stated it was a misunderstanding but he could not redo contract since loan had been funded, we can cancel only two of them but the other three cannot be cancelled, which add up to $1,590.00 this was deceiving and cunning

  Business Response

  Date: 11/22/2024

  We are writing in response to
  the complaint filed against our company by ********* ******, regarding his
  purchase of a vehicle on September 26, 2024. We take all complaints seriously
  and appreciate the opportunity to address this matter.
  
  Our Finance Director
  contacted both Mr. ********* and Mrs. ******* and spoke directly to them about
  their concerns.  Our Finance Director
  stated that he came to an agreement with both of them to refund their $1590
  they had in question.  Our Finance
  Director also reminded them that the refund would go back to their vehicle loan
  because they financed/borrowed the amount, and this would be applied to their
  loan.  He also informed them that this
  would take up to a week.  The *******’s
  both indicated that this satisfied their complaint and were very grateful for
  the phone calls and the outcome.  

  Customer Answer

  Date: 11/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.

  will check our auto loan to make sure funds have been applied as stated by Finance Director 
  
  
  
  Regards,
  
  
  
  ********* *******

• Initial Complaint

  Date:07/09/2024

  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 bought a used vehicle from **** **** located on Lomas and Wyoming on April 8th. We are now in July and we still have not received license plates. When I call the dealership and ask to a manager I get told oh your plates are stuck at the mvd but we will have manger call you back and yet no one has. When I call the mvd, they tell me that the dealership (**** ****) has not sent in any paperwork yet and that the car is still technically registered to them. The lack of response from a management team at **** **** is very poor and they also state that I am not the only customer that is having this issue.

  Business Response

  Date: 07/18/2024

  We appreciate the
  opportunity to respond to the concerns raised by Amy Bullis regarding her recent
  experience at **** ****. Here are the facts based on our records and investigation.  There was an odometer error that we
  had to have approved and corrected by the New Mexico state office in Sante Fe.
  They needed to complete the titles at the state level and reissue the titles for
  us to move forward with New Mexico tax, title, and License fees.  This was not a **** **** requirement but
  rather a New Mexico State requirement. 
  
  This process involved three parties and took longer than
  **** **** would have liked.  When we finally
  received the corrected titles and sent them to MVD, we requested the
  transactions to be rushed.  We have received
  the license plates from the State of New Mexico, have met with Ms. Bullis and
  given her an explanation and she is satisfied.  

  Customer Answer

  Date: 07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  *** ******

• Initial Complaint

  Date:06/14/2024

  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.

  Purchased a car 5 months ago. When it came time for first service their service department damaged the vehicle and refused to do anything about it. Management did not care to help. Took the vehicle to another mechanic that confirmed the damage

  Business Response

  Date: 06/19/2024

  We
  appreciate the opportunity to respond to the concerns raised by ****** ******
  regarding their recent experiences at Rich Ford. Here are the facts based on
  our records and investigation:
  Mr. ****** ****** purchased a 2021 Toyota
  4 Runner from us in December 2023 with 39,738 miles.
  On May 7, 2024, the vehicle was brought
  in for an oil change and tire rotation covered under their maintenance
  contract, at which point the vehicle had 44,786 miles.
  Following this service, *** ******
  reported a vibration in the steering wheel between speeds of 40-60mph, which
  they felt was not present before the tires were rotated.
  Upon being informed of the issue
  post-service, we promptly addressed the concern by rotating and balancing the
  customer's tires at no charge to ensure their satisfaction.
  On June 14, 2024, *** ****** returned
  with the vehicle now at 45,945 miles, citing continued vibration concerns when
  driving at speeds exceeding 50mph.
  They indicated that their
  "mechanic" had previously conducted a road force balance and
  identified a suspected bad wheel.
  Our technician and Shop Foreman conducted
  a comprehensive road force balance on the wheel/tire identified by the
  customer.
  The initial road force balance showed a
  high reading of 43lbs. After rotating the tire to a different position and
  retesting, the reading reduced to 31lbs, indicating the tire requires
  replacement.
  Importantly, our diagnostic process did
  not reveal any indications of a bent wheel, contrary to the customer's
  assertion.
  We presented *** ****** with the option
  to purchase a replacement wheel based on the findings, which they declined.
  Based on the data gathered and our
  thorough investigation, we stand by our service procedures and findings. The
  concern raised by the customers that our service damaged the wheel is not
  supported by the diagnostic results obtained during their visits.
  Throughout this process, all managers
  involved went above and beyond providing *** ****** with accurate information
  and viable options.  We have attached
  supporting documentation and stand by our original recommendation. 
  At Rich Ford Used Cars, we are committed
  to resolving customer concerns with transparency and professionalism. We regret
  any inconvenience experienced by *** ****** and remain available to address any
  further questions or issues he may have.

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service 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 4/11/2024 my 2001 ford f250 super duty was towed to rich ford in Albuquerque NM on 4/12/2024 Friday I went to the dealership made sure my truck was locked and safe on the dealers lot on Monday 4/15/2024 I got a call from service person informing me they can’t find my truck so within 1 hour I go down to see what is up
  I am informed that my truck was stolen and I asked what happens next
  They proceeded to hand me my keys and tell me that they are not responsible and it’s my problem
  I attempted to speak ****** ****** whom I assumed was in charge he refused to speak with me so did general manager
  I then asked to speak with sales manager whom at first refused to see me and I was insistent on speaking with someone because NO ONE WANTED TO HELP AT ALL, then the sales manager ***** ***** reluctantly came to speak with me and he informed me that my problem is with service not sales but we did have some conversation on the matter of my truck and problems at the lot with crime and vandalism he did laugh at me and said if I didn’t have full coverage on my truck that’s my fault (24 yr old truck)
  After leaving rich ford dealership, I felt utter despair just the other day I had my truck (owned since new) now I am told it’s stolen and to bad buddy
  I felt very bullied and threatened told to deal with it and go. It kinda feels like I just got robbed and I know who did it but they’re big and I’m little so I lose and made to feel guilty over nothing I did wrong, basically they are saying that it’s my fault for my truck being stolen on THEIR LOT,
  I brought my only vehicle to a place I thought was a reputable dealership with people who care, was I ever wrong, the only thing anybody cared about was having me leave and not dealing with “my problem”.
  Throughout this whole situation only one person showed some kindness and understanding and tried to help service director ******* *******
  This not only feels wrong.
  Common sense says it’s wrong.
  It’s just wrong
  How would u feel???

  Business Response

  Date: 04/26/2024

  We are writing in response to
  the complaint filed against our company by Jack Gelfand, regarding the theft of
  their vehicle from our parking lot. We take all complaints seriously and appreciate
  the opportunity to address this matter.
  
  First and foremost, we want
  to express our sincerest apologies to Mr. ******* for the distress and
  inconvenience caused by the theft of his vehicle. We understand the frustration
  and concern that such an incident can cause.
  
  Upon receiving notification
  of the theft, our company took immediate action to investigate the matter
  thoroughly.  We have provided Mr. ******* with a copy of the video
  surveillance footage from our premises during the time of the incident.
  
  It is important to clarify
  that our company takes the security of our premises and the safety of our
  customers' property very seriously. We have stringent security measures in
  place to mitigate unauthorized access to our parking lot during closed business
  hours. However, despite our best efforts, we acknowledge that incidents such as
  this are deeply regrettable and can occur despite precautions.
  
  Regarding the suggestion that
  this may have been an inside job, we want to assure Mr. ******* and the BBB
  that we have investigated this possibility. We have conducted internal
  inquiries and have found no evidence to support such a claim. Nevertheless, we
  encourage Mr. ******* to report any suspicions they may have to the police, who
  have the authority and expertise to conduct a comprehensive investigation into
  this matter.
  
  In conclusion, we remain
  deeply sorry for the unfortunate circumstances that Mr. ******* has
  experienced. We are committed to cooperate fully with law enforcement
  authorities to ensure a swift and thorough investigation.

  Customer Answer

  Date: 04/28/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  The question of fault and responsibility was never addressed in response 1) I went to dealership on Friday the day after my vehicle was dropped off by *** tow service at rich ford to make ever effort to insure my truck was in their possession and checked in and safe. With this extra action on my part why wasn’t my vehicle placed in back lot for extra security (I was told after the fact that if I would have made an appointment for service then it would have been placed in back lot) please tell me what more could I have done after having it towed to your shop for you to Secure my vehicle as if I made an appointment (I don’t understand what difference is) 

  2) my truck was stolen from a supposedly highly reputable dealership by no fault of mine I made the extra effort to go down and talk with them checking vehicle in with them. I left feeling good about my vehicle being safe and secure. The fact that they take no responsibility is total crap. I am unable to fight this in terms of a civil suit due to cost and they know this so they just don’t care . I believe that is quite evident by their first response.

  As for video I was given A) my truck’s location (tow truck drop off area) wasn’t even being watched by video instead the camera was pointed at electrical pump that is in a locked area. Video that captured anything about that night was from 200 yards away and not very legible. B) it did show that the people who stole my truck knew exactly where to drive through and around the rich ford lot and not be seen clearly even after pulling in and parking near my truck then after a minute they pull back and around my truck and once again park and then multiple people are walking all around my truck before starting and stealing it and then drive off lot without being on any cameras. The video speaks for itself

  
  Regards,
  
  
  
  **** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/06/2024

  Type:Product 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 the 2018 Jeep in 5 months ago for my daughter. 1st of all the AC was not working and it took 2 months to get that fixed with constant emails and text messages. We picked it up and the AC blows but NO cold air. It's not even cool. While we took the vehicle in there was no lights were on (both my daughter and I were there for drop off) but when it was returned the light was on. They tell us it'll cost 1000 to fix. We've only had this for 4 months! We had to get an oil change 2 months in which I don't understand. We had to buy an oil drain plug because the one on there was too tight. I asked for a maintenance report of when we purchased to show that maybe an oil change and tune up was done. They told me they gave me a ******. A ****** is for accidents not maintenance. And now the vehicle is not starting period.

  Business Response

  Date: 04/05/2024

  ******* *** purchased her vehicle from us on September 28,
  2023.  She purchased a used 2018 Jeep
  Grand Cherokee (1C4RJFAG1JC174727)
  with 80,593 miles at delivery. **** *** brought her vehicle into our shop on
  February 13, 2024, for her air conditioning not blowing cold air. It was also
  noted that the Check Engine Light was on by our service advisor who gathered
  **** ***** information at the time she brought it in. One of our certified technicians
  diagnosed the air conditioning concern and found a leak at the low side of the
  air conditioning unit using dye and a black light procedure. For customer good
  will purposes, Rich Ford had our technician replace the low side air
  conditioning valve and recharged **** ***** air conditioning system with
  refrigerant as well as provided her a no charge rental vehicle while our team
  performed the repair. Our technician then verified the air conditioning was
  operating correctly.
  

  Regarding **** ***** check engine light, we called in a claim to the extended service contract
  company to see about coverage and they did not cover the spark plug replacement
  as a starting point to fix the check engine light due to it being considered a
  regular maintenance item. Our service advisor shared with the customer the
  needed spark plug replacement as a starting point for the check engine light
  repair, but **** *** declined the recommended repair.
  
  We understand **** ****s
  frustration, however her vehicle, like all others, are mechanical pieces of
  equipment.  Sometimes, unfortunately,
  vehicles need to be repaired.  This is
  why manufacturers, when they build them as new provide warranties, but only for
  a selected amount of time. 
  
  We have also included the type of service contract that **** *** choose based on her budget and financial
  approval based on payment and terms allowed by the financial institution, the
  declinations she was aware of during her purchase and the reconditioning report
  when preparing it for sale by our store.