ComplaintsforDon's Ford

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thanksgiving 2022. 24,600 + 4000 for a warranty truck has been at there garage since April 20 2023 broken flange bolts which I was gonna pay to have done discovered a cracked exhaust manifold warranty issued approval for 11.1 hours to do the repair Dons ford says it's a 30 hour job and wants me to guarantee to pay the difference and is now refusing to work on it I'm making my 2nd payment while it's sitting in there lot warranty company talked me through the process and feels Dons ford is taking me for a ride they sold me this warranty and now they aren't backing it the warranty adjuster advised me of the book work hours and were even generous by adding an hour and half in case bolts break I've owned it 6 months and they claim to have thoroughly looked it over a cab corner rotted out a/c doesn't work back windows don't work rotted bolts no owners manuels and nav card missing both were there when I test drove it

  Business response

  05/24/2023

  We were waiting for the warranty company to approve the repairs.  They took pictures and they were not satisfied with the pictures.  We had to send additional photos and then they approved the repairs but did not include enough time for us to complete the repair.  They finally approved enough time for us to complete the repair and we are working on  the truck. We spoke to Mr. **** and he is aware of the situation and is ok with what we are doing. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/15/2023 my wife and I purchased a 2017 **** after 2 days of them trying to reset the computer and finally doing so, we then signed the agreement. At 3:00pm on 2/16/2023 my wife began having issues with the vehicle, it lost power, made a louder noise and the engine light came on. That night we told the dealership, they towed **** to their garage. On 2/17/23 at 11;00 am I called service, at 1st the man said that they would look into after any appointments. I told him that we just bought it and that we should have some priority and lost connection, shortly thereafter he calls back and says tech support will look after lunch, we are still waiting. My concern is I only have 3 days to return it and if we bought a LEMON, time will have lapsed and we won't be able to return it. There was another issue that that warrants our concern. 1. Front tires that are just able to pass inspection. they metered 5 out of 4 to pass, salesman told me that with summer coming we would have to replace them anyways. Result-they were not replaced. I know we bought anyways. But still a concern. We want this to work out, but we only have 3 days, I know this a used vehicle, but it's lot on our income and we can't afford issues with it. If i didn't make this known, we would have on leg to stand on or (any recourse). We are also sending this to the New York Attorney General, I'm sorry but we have to protect ourselves.

  Business response

  02/21/2023

  ***** was upset because he had to leave me a message when he called because I was on another call.  I called ***** right back and he advised me that he was putting in a complaint so he can return the car if needed.  Which he cannot do and I explained that to him.  However, we fixed the minor issue he had at not cost and he has picked up his vehicle and we have no issue. 

  Customer response

  03/03/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   I am out of the country until 3/08/2023   Regards,  ***** ********* ** 

  Business response

  03/03/2023

  i guess we can agree on one thing.  ***** is not happy with the response however the only response I can give is I cannot fix the vehicle until he brings it in.  We have everything ready and set up for him.  We have attempted to call multiple times.  As soon as you bring the vehilce in we can correct your issue

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 ******** ******** from Jim M***** at DONS FORD on 5/9/22. The day I left with the car, it was cool outside, but the following day was 85 degrees at which point I realized the air conditioner didn’t work, along with the DVD player that they said was fixed and all set before I signed the buyers agreement. Jim and Andy, tried to make me believe I had to use my extended warranty I purchased to fix these things. It wasnt until I told them if they wouldn’t fix it without my warranty, that I wanted my trade in back. The sales man told me multiple times he would set up an appointment for me and would tell me a day he plans for the appointment to be, but that he would call back to confirm. I would leave the car and have a rental set up for me, he told me this for over a week, which ended up in me having to contact the service manager to finally get an appointment set up. I bring my car out for them to tell me they have no rental for me and to set up another appointment to bring it back to get fixed when parts arrive (I live 50 minutes away). Parts arrive and appointment was set up for a week later, was told it would be done later that day or overnight, that was on 6/15/22. Here we are 6/30/22, I have been in contact with the service manager John for a week and a half and every time I talk to him he told me he was waiting for my car to get back from ******** to finish the ac lines and it would be done the next day or following day (I have been told this 4 separate times) I’m going out of town on 7/4 and have told them the vehicle they have rented me does not fit my family of 6 and golden retriever. Today on 6/29/22 John told me ******** was almost done with the ac lines ( a couple hour job according to him)but they never touched the DVD player, originally was told ******** was fixing the DVD PLAYER and they would replace the ac lines when it returned, have gotten nothing but the run around from this place and never recieve calls back, always have to call back

  Business response

  06/30/2022

  We are fixing the vehicle and we are paying for a rental vehicle for her.  We spoke to the customer on 6/30 and offered to give her vehicle back to her so she can go on her trip and she said no she will stay in the rental car.  The a/c is repaired already however the TV's need to be rewired. Which we are working on however it will not be done until next week. She is completely fine with these updates

  Customer response

  07/13/2022

  I have already filed one complaint in regards to the 2017 Chrysler ******** I purchased from this dealer, that was 2 weeks ago at which point they told me my car would be started Wednesday (7/6) Now I’m being told they finally figured out after having my car for 4 weeks that they ordered the wrong DVD PLAYER.John the service managers response to me when I said Im not going to be able to take a trip anywhere all summer with my family was “that’s a real easy fix come get your car with a broken DVD player” WHEN THEY ADVERTISED IT WITH A WORKING DVD PLAYER and also told me it was fixed because I wouldn’t sign the buyers agreement until they claimed it was fixed.which just verifies that this place has been giving me the run around the entire time and really most likely has/ had no intention of fixing the DVD PLAYER.I also told John how ridiculous their customer service is and no one ever returns calls when they say they will he apologized and said hed give me a call at the end of the day Monday or Tuesday morning.it is Tuesday night and I never heard from him. I also only found out this information by reaching out to ******* Chrysler myself, which is who is doing the work on my car.and when I asked John at dons Ford on Monday why no one ever called me on Friday to tell me they ordered the wrong DVD PLAYER, when originally, he told me on Wednesday 7/6 that my car would be done on Friday 7/8. He said he did talk to me on Friday and told me the manager at Chrysler quit that day. I NEVER RECIEVED A PHONE CALL FROM DONS FORD! I CALLED AND LEFT A MESSAGE ON FRIDAY 7/8 at dons Ford after talking to Chrysler and no one ever returned my call. This place is clearly just as bad at organization, as they are customer service It is now 7/12 and I have no information on when they will have a new DVD player And as stated before because I know this will be their response I have a rental at no cost to me, but have explained to them multiple times it does not fit my 4 kids safely!

  Business response

  07/13/2022

  We have sent the vehicle to the Dodge store and we are waiting for it to be completed as well.  We are doing our best to get the vehicle back to her.  We have no control over parts or getting a vehicle done at another service department. We have offered her  to take her van back until parts come in and she advised we should just keep it.  Tell us why here...

  Customer response

  07/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****
  
  

   At this point, it’s not even about the amount of time it’s taking, it comes down to them telling me countless times that it would be done in a day or 2, without clearly confirming that was the case, when they’ve been telling me that for weeks and clearly they didn’t even start working on it until a week ago when they realized they had the wrong DVD player! It’s about me never receiving phone calls about updates on my vehicle or receiving calls back when they say they will. Not one time have they returned my calls when they say they will. The service i recieved during the car buying process is not the same service im getting now that the car the sold me has issues! It’s about the complete lack of communication. You can not expect me to not get upset after being told countless times it would be ready in a day or 2, and to then on top of that, having to reach out to be told a new excuse every time! BE UP FRONT stop giving me the run around to put me off for a couple days! Also as stated they said I could come pick up the vehicle and bring it back when parts return, I have already driven back and forth from Syracuse to Utica 4 times for this vehicle! And with the price of gas, on top of 4 kids and a job, I don’t have the funds or time to drive back to Utica 3 more times at the minimum! I switched my ********r for a van so my kids could ride comfortably, and im now driving around a 5 seater! 
  
  
  

  
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 3rd I canceled my extended warranty and dons ford was supposed to send the refund money to the bank to go towards the loan payoff. I have called and left at least 10 messages and no one ever calls back. By law they are supposed to send the warranty refund back to the bank but they are trying to keep the money. Amount 3,1082.00 the money is owed to Wells Fargo for a car loan

  Business response

  05/26/2022

  On Sept 29, 2021 **** ******* purchased a vehicle and traded in a 2021 ******* that that he owed 32151.55 on.   We mailed the check to Carmax to pay it off and they advised us that Mr.******* owed 6000 additional. They advised us that Mr.******* bounced a check for 6000 to them and if we wanted a title we needed to pay it. We called Mr.******* and he told us tough and that we needed to pay it.  In Fact Mr. ******* owes us 6000 dollars and we will not be sending him anything. 

  Business response

  05/26/2022

  On Sept 29, 2021 **** ******* purchased a vehicle and traded in a 2021 ******* that that he owed 32151.55 on.   We mailed the check to Carmax to pay it off and they advised us that Mr.******* owed 6000 additional. They advised us that Mr.******* bounced a check for 6000 to them and if we wanted a title we needed to pay it. We called Mr.******* and he told us tough and that we needed to pay it.  In Fact Mr. ******* owes us 6000 dollars and we will not be sending him anything. 

  Customer response

  05/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  **** ******
  
  
  
  By law the car dealership is required to payoff any monies owed to the loan holder so what the dealership is stating is they don’t care about the law I owe them no money. And they need to pay Wells Fargo the money owed to them by law 

  Customer response

  05/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  **** ******
  
  
  
  By law the car dealership is required to payoff any monies owed to the loan holder so what the dealership is stating is they don’t care about the law I owe them no money. And they need to pay Wells Fargo the money owed to them by law 

  Customer response

  07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  BBB spoke to customer and the following was relayed:

  There was never a $6,000 check that bounced or amount due. I owed $2,400 which has been paid. The warranty money was supposed to be sent back directly to the bank, which was not done. The business owes me $3,100 for the warranty that was cancelled.

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

  
  

  Customer response

  07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  BBB spoke to customer and the following was relayed:

  There was never a $6,000 check that bounced or amount due. I owed $2,400 which has been paid. The warranty money was supposed to be sent back directly to the bank, which was not done. The business owes me $3,100 for the warranty that was cancelled.

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

  
  

  Business response

  07/01/2022

  Vehicle purchased on 9/29/21 payoff given by customer and verified was 32151.55.  Check sent to Carmax for payoff 32151.55 on 10/1/21, receipted on 10/06/21.  We called looking for lien release and Carmax advised us that you owed an additional 6000 dollars.  We called you and you told us thats on us and we needed to figure it out.  You signed a form that states you will supply any lien releases to clear any liens on title.  You still told us that it was our problem.  After many attempts to colect we were forced to write a check on 12/16/2021 for 6323.84 to satisfy your loan.  Clearly we owe you nothing and if I choose to pursue legal action you will lose.  See all attached forms.

  Business response

  07/01/2022

  Vehicle purchased on 9/29/21 payoff given by customer and verified was 32151.55.  Check sent to Carmax for payoff 32151.55 on 10/1/21, receipted on 10/06/21.  We called looking for lien release and Carmax advised us that you owed an additional 6000 dollars.  We called you and you told us thats on us and we needed to figure it out.  You signed a form that states you will supply any lien releases to clear any liens on title.  You still told us that it was our problem.  After many attempts to colect we were forced to write a check on 12/16/2021 for 6323.84 to satisfy your loan.  Clearly we owe you nothing and if I choose to pursue legal action you will lose.  See all attached forms.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them months ago and never received a title. I attempted to get one through the dmv and was told that they couldn't help me because one was never issued to me. They instructed me to have the dealership file the missing form they needed. The woman at the dmv wrote the information down and I took it to the dealership. They assured me they would take care of it and call me with an update. They didn't call. I have called, left messages and been to the dealership to resolve this issue. Today I went there and spoke with gentleman who sold me the vehicle. He went and talked with the woman who was supposed to be handling the situation. He came back and told me that she was aware of the problem but was unable to get in contact with the dmv. He said they would keep trying. I informed him that was not acceptable and that the car is actually costing me money qt this point because I missed an opportunity to trade the car in for a vehicle my daughter liked better. I am also unable to refinance for a much lower interest rate. I feel that my request is not unreasonable and that they have had plenty of time to correct the situation. I do not accept the we will try calling again answer. I would appreciate any help you could offer in this matter. Thank you.

  Business response

  05/17/2022

  I have attached where we have sent the info to the dmv and they registered her vehicle on 10/8/2021.  I appreciate that she is upset however her frustration should be with the DMV because for them to register it they would have had the title.  We have been attempting to contact the DMV for two weeks and noone answera or returns calls.  We will continue to try to assist her with why the DMV has not sent her the title.  Everything on our end was completed.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ******* ****** 2019 with 52000 miles on 4/7/22. I test drove it with no issues. I picked the car up and right after I pulled out the battery light came on when I hit my gas. I was told to bring it right back n they will look n make sure everything is tight. so I did and they said it was all tight and I'd have to bring it in to be diagnosed he set me up with an appt on 4/14/22. I had tried to talk about just getting my car back and was told let's see what's wrong n then look at the options. so I left and my boyfriend tried calling and seeing what they could do about getting me out of this car, as I didn't buy this car and pay that much for it to have this many issues. mind you it also had a chunk missing from the side wall of a tire, no idea how that could even happen unless it happened when tires were mounted. so after speaking with everyone possible my boyfriend was told "this is how it's gonna go down, you're going to wait for the title and if you don't want it we can take it as a trade in" I then pick the car up today that had the alternator replaced, and I'm told they didn't test drive it because it had no gas (the gas light came on on my way to drop it off and I'm not sure who in their right mind would put extra gas in a car they just bought with issues that had to be brought back to br fixed and then be without a car whilr its fixed because they didnt offer a loaner and wouldnt work with me. so I left and the battery light came right back on. the motor was whistling and it was spitting oil out of the dipstick hole enough to cover my motor cover when we checked it on the way home today 4/15/22. so of course it's a Friday and I can't do anything until Monday because the guy who fixed my car left and was gone for the weekend when I got it. so I'm not even sure how it was legally inspected before I brought it home when the check engine light came on the next day with a bad alternator as the supposed cause.

  Business response

  04/18/2022

  I have spoke to Miss ******* and advised her that we will be more than happy to trade her out of the car but we will need the title.  Since she just bought it she does not have it yet.  The vehicles check engine light came on after we inspected the vehicle so it didnt effect the inspection.  We did replace the altenator and now she doesnt feel that it is a good vehicle.  OK we can trade you out.  Her boyfriend has called and verbally abused with swear words to many employees of Dons Ford.  I am not sure what he thinks this will accomplish?  We offered to check the vehicle out again and her response was she was going to the attorney general and the dmv.  She purchased a vehicle and it broke,  we have fixed it and it still has issues,  we offered to look at it again.  She doesnt understand that it is a titled vehicle and we need that to get her a different vehicle.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car there on Friday, February 1 I had not heard from them. I called today to follow up and was told they broke two parts on my car and want me to pay for it. no one informed me they were messing with anything other than what I’ve dropped it all for. They already took it apart and broke the pieces. When I called to follow up they lied and told me that I can pick it up if I don’t want it fixed that they haven’t touched it. However was already informed they took apart the steering and broke the Ignition module. I was never told and now I have to pay $900 or get a broken car back. I did call and speak to a manager named Bill. He was actually very rude and told me to pay or pick up my car.

  Business response

  04/18/2022

  I spoke to this customer on Saturday and the only cost to her was her 250 dollar deductible. Her steering wheel locked up on her 2012 ******.  We removed the steering wheel and ordered her a new one.  Her warranty company paid for steering column. We advised the warranty company that if we remove the ignition from column it will get damaged and we needed to get a new one.  They took it as we damaged it, we never removed it but they would not pay for it. We paid for the rental,  the ignition switch and any adjustment to the bill has already been made.  We do not owe her anything.

  Customer response

  04/18/2022

  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, **** *******  After speaking with theGeneral manager. We were able to come to a common ground. They replaced the parts atom charge to me. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently have tried to finance a car through them but due to me losing my job they had to take the car back but I was told that I was going to get a refund on my down payment through a check and I have yet to get it I had talk to the manager I was told it would be ready by Monday I have not yet had any contact with anyone from the dealership yet with my money or anything else from them and it’s causing such an issue because I have been reaching out and have yet to hear or get a hold of anybody

  Business response

  03/22/2022

  500 dollars will be refunded on the credit card  she used 3/22/2022 and a check for 5000 will be sent to her on 3/23/2022.  Our office was closed Monday due to inventory however this is being processed today.  Tell us why here...

*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. ↩