ComplaintsforValley Ford of Columbus

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A email offer was sent out about March madness. On this email it states they are able to spend well over KBB value. I sent the information they needed to value the trade and their offer came in under the kbb value. This is just a ploy to get people to send their information over to still offer under the value of a car.

  Business response

  04/15/2024

  Our Sales Manager spoke with the customer.  The customer still wanted more for his trade then what we thought it was worth.  We tried to explain but the customer still wanted more.  

  Customer response

  04/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21489024
  
  I am rejecting this response because: 

  It is not about the money. It is about their ad they sent. They said they will be offering thousands over KBB. Their offer was now where near KBB VALUE. They then said it was for fair value only regardless of the actual condition of the car. It was not explained in the ad. All I want is for this company to be truthful. I do not want any more money. I want them to admit they are using the ad just to get people to respond. They have no intent to give someone a good offer on their vehicle. 
  
  Regards,
  
  **** ******

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not trust any quotes/estimates given from this dealership. The shop quoted me 6 hours plus the initial 1 hour of diag to replace a simple variable valve solenoid located under the valve cover. This was verified to be a 1.4 hour job plus the diag from 2 separate labor sources (******* and ********). The same part number quoted was replaced just under 2 years ago and when asked about this being under the 24/unlimited miles warranty, they stated that the other bank solenoid was replaced. They were not able to prove which bank was replaced. I ended up calling another local dealer to explain the situation and they agreed to replace the solenoid for the 1.4 hours with no diag. They stated that several of there customers had nothing good to say about Valley Ford. There is a reason why they are changing the dealer same so frequently. They need to clean house and start over, especially the service department. After explaining this to my coworkers, we will be moving our fleet work to another location. This dealership is a prime example of why technicians get such a bad reputation. Please do yourself a favor and go to any other Ford dealer. Then they get review and say that the labor source is only for the part and not to get to it. See my messages in supporting documentation. I still haven’t seen the repair procedure and the fact the service manager lied right to me is a slap in the face. I’m a Marine Corp Veteran who works hard for his money and they just tried stealing from me. It’s bad enough they still charged for the diagnostic when I told them what it was in the 1st place.

  Business response

  11/21/2023

  We have tried to call and text with customer and explain to them the pricing and why it was more to repair his vehicle.  We would never overcharge anyone.  However, we can do a better job of explaining the costs associated.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a vehicle with a refundable deposit of $500. When the vehicle came, I decided I did not want the vehicle anymore as I had bought a Tacoma instead. The sales lady ****** said it would be refunded to me back in September. I've emailed multiple times and waited 2 months and have not been refunded. Sales manager will doesn't return phone calls.

  Business response

  11/20/2023

  I spoke Mr. ******* a week ago.  We sent the check out 6 weeks and he did not receive it and we did know that. We cancalled that check and re-issued him one last week.  Everything should be resolved.

   

  Thanks

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 29, 2023, I had my vehicle serviced at Valley Ford of Columbus. The original request was a oil change, tire rotation, and inspection (The Works). During the inspection, the service advisor informed me that the rear brake linings were measured to be 2 mm brake pad thickness which is at the point of recommended replacement. I told them this is okay to perform the brake repair; however, while they were working on the repair I had remembered that my rear brakes were serviced within the last few years. I asked them to look up my service records and they confirmed my rear brakes were serviced (new brake pads and rotors) in May 2021. I asked about the warranty (I thought I remembered lifetime warranty but they explained that is for mfg defects only). They also explained that because they took over from Roush Ford they do not have access to the warranty information from May 2021). I looked up my service record from my last service (Feb 2023) and they had measured the rear brake lining to be 6 mm. I am questioning how the brake linings went from 6 mm to 2 mm in a matter of 8 months and 9000 miles when my original rear brakes lasted nearly 3 and a half years (the car was purchased essentially new in September of 2017). I would like to them to credit the cost of the rear brake pads because of premature wear.

  Business response

  10/30/2023

  Mr. ****** did come in on 9/29/2023 and we recommended rear brake pads and rotors along with both rear calipers. I explained to Mr. ****** that the reason the brake pads are not covered under warranty is due to the fact the calipers were the cause of the pads wearing faster than normal. I also explained that our warranty on Motorcraft brake pads are only if there is a manufacture defect in the material or pad.  The extra wear came from not maintaining the caliphers.

  Customer response

  10/31/2023

  
  
  Better Business Bureau:
  
  

  Although I have been a long time customer at this Ford Dealer I am still not happy with the new ownership (Valley Ford). It would have been nice if they told me in the shop that the bad calipers were the cause of the premature wear of the brake pads. I understand that because the factory car warranty is expired that there is nothing more I can do. At this point it is not worth trying to discuss this further. Lesson learned.
  

  I accept the business's response to resolve this complaint; however, I will take my vehicle to another service shop for future maintenance and repairs.
  Regards,
  
  **** ******

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 Ford explore went in for service on August 4 to have an internal water pump replaced. They kept the vehicle for five days. Told us to come pick it up when we picked up the vehicle. It was making a noise so we had to take it back where it sat for an additional three days after that we were told to pick up the vehicle when we did, we drove it for a few days and noticed it started acting funny. There was no coolant in the vehicle. We took it back to have it fixed, they informed us that the coolant lines were rusted and they should’ve fixed those the first time, but they didn’t so all the coolant had leaked out. Finally when that was fixed, we want to pick it back up and again it was making a noise some sort of heat shield needed adjusted again and we were not able to pick up our vehicle. It is now August 18 and I believe we will be able to pick up our vehicle this afternoon. I’m filing with complaints because I believe that the service department and the service department manager are not correctly doing their jobs. They may be putting customers at risk or vehicles at risk due to lack of knowledge and the inability to fix cars correctly the first time the problem that we had was diagnosed at mitis first that problem was confirmed by the technicians at Ford, even though they knew the problem had a solution they could not fix it in a timely manner, causing us lots of back-and-forth to the dealership, and I must assume some inappropriate wear and tear on our vehicle as it was not fixed correctly the first time, and we drove it without coolant .

  Business response

  09/30/2023

  All of the technicians at Valley Ford of Columbus is trained and certified by FORD.

  We are very sorry for the inconvenience that this casued our guest. 

  We were told by the customer that it needed a water pump.  (Diagnosed at a different repair facility)   Unfortunately, with the rusted lines, those could go at any time.  

  We do take responsibilty for not making the customer happy in a timely and efficient basis.

   

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4-10-23 I took my ford Maverick in for a 1 day recall repair. 3 days later I got it back and was told they broke a vacuum unit and did a temporary fix to it but they would order a replacement part and repair the damaged part. When I went outside to get in my truck I found there was damage to the interior. I got the service manager who recorded the damage. Later I received an email in which I was told they would replace the dashboard because it could not be repaired. As of 06-12-23 I can't get anyone to contact me as to when I can expect to have the damage caused by Valley Ford service center repaired.

  Business response

  06/21/2023

  We have full intention to meet the customers expectations.  The dash is still on back order.  We should have done a better job of keeping the customer notified of the status of the part.  We are reaching out to them now.  

  Customer response

  06/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20177327
  
  I am rejecting this response because: Damage is not yet repaired. I understand back order parts are out of their control but I can only accept a resolution once the repairs are made. I hope that contact is maintained to inform me on the  expected delivery date of parts and any changes by Ford to that date are forwarded (emails or screens shots) to me. Had commutation as to status of parts been made to begin with this complaint would not have been filed 7 weeks with failure to communicate with me as to what was going on.
  
  Regards,
  
  ****** ******

  Business response

  07/25/2023

  It should be completed any day.  

  Customer response

  07/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20177327
  
  I am rejecting this response because: I can only accept or reject so I need to reject until the truck gets fixed. I know they are currently verifying that all the parts are in so repairs can be scheduled so still in a waiting status.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was dropped off at Roush Ford August 26th to get work done. They communicated that the part had to be ordered from Ford to be replaced. As of now October 17th, my vehicle is still sitting at Roush Ford with zero work done to it. They will not communicate with me on an ETA. Their communication is contacting me once a week via text saying nothing has been done yet. They will not give me a loaner vehicle, I have been missing work and they don't seem to care or want to resolve the problem. I have asked questions and contacted Ford higher up and they are not helpful.

  Business response

  10/25/2022

  Hi Trezon,

   

  The parts are still not available from Ford.  We have escalated the request as much as possible.  We are waiting to hear back from them on eta for arrival of parts to complete the customers vehicle.

   

  Thanks,

   

  ***** ******

  Business response

  10/25/2022

  Hi Trezon,

   

  The parts are still not available from Ford.  We have escalated the request as much as possible.  We are waiting to hear back from them on eta for arrival of parts to complete the customers vehicle.

   

  Thanks,

   

  ***** ******

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Roush Ford 8-23-22 & had repair work done on my car. They fixed one problem but had to order a part to complete the other repair. The part came in Fri 8-26-22 & they have failed to call me to make an appointment to finish my repairs. I was speaking to another worker there & they said the part had come in on Fri. I have left messages for the service dept & the service mgr to make my appt to finish the repairs & no one is calling me back.

  Business response

  08/30/2022

  Good Afternoon!  

  We did we receive the part Thursday afternoon.  We tried to call him twice on Friday to setup a time for him to come in.  We are ready and we just need the customer to return for installation.  We are trying to call him again now.

  Customer response

  08/31/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17797157
  
  I am rejecting this response because: Who ever responded and said that they called me at 419-908-0953 twice then my cell does not show that I was called. I spent 3 hrs and 30 minutes in the waiting room with no reply from the service advisor to let me know that the car was completed regarding the tail light bulb and parts would have to be ordered. I did call the service advisor with no response. I left 2 messages on his phone, then I called the service manager twice with no response. Left him a message that I was pissed. Also called the parts manager again no response. Left him a message as well. This company needs to either retrain their people or replace them. If they still want to make things right then they need to contact me with a time to arrive because I do not want to spend my day in the waiting room. If that is not workable then I would like to be reimbursed minus the rear taillight bulb and labor. My address is: **** ****** *** ***** ***** **** *****
  
  Regards,
  
  ***** *****

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Roush Ford back in February 2021, a silver 2013 Ford Escape. At the time of purchase, I was told that a brand new transmission had been put in the vehicle. This reassured me as the vehicle had over 180,000 miles on it and it was being sold "as is." In October 2021, my car breaks down. The transmission specifically broke down. Wasn't able to get it to Roush until late January 2022 and was told that cost to fix transmission and other necessary repairs they found was over $6000. They informed me that a used/refurbished transmission was put in the car before I bought it, not a brand new one. I complained to the used car manager, ****, at Roush. I told him I was told that a new transmission was put in my car when I bought it and it should not be breaking down like this less than a year after purchase. He explained to me that it should've been understood that when they say "new" they mean "new-used or new-refurbished." I don't think this is fair on the part of the consumer. They shouldn't have used the terms "brand new" to sway me. They finally agreed to pay half the cost after sourcing the necessary parts. I was told this on Feb. 25, 2022. They did say that it may be a few weeks for the parts to come in and repairs to be done. It's been more than a month and I've had no updates. Within the last two weeks I have called and left 4-5 messages for a status update. I've gotten no response. They have had my car since the end of January and do not seem to be making the best effort to help me. I feel like I was lied to about the condition of the car when I bought it and they want me to pay for it. I'm willing to pay some of the costs necessary. But, I feel the way this situation has been handled by Roush Ford has been very frustrating and unacceptable.

  Business response

  04/29/2022

  This vehicle has been fixed.  We found a transmission and we paid half the cost and the customer paid half of the cost.  We did have difficulty finding the parts that delayed the vehicle getting fixed.  

  Customer response

  05/07/2022

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ******* *****

• Initial Complaint

  09/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 26 July 2021 I paid 15064.53 cash for a 2018 Ford Focus. Two months later I have yet to receive the title for said car. Evidently Roush Ford did NOT possess a title for this car when they sold it to me. Roush Ford does not seem interested in resolving this problem. They only respond if I struggle to reach them. I should mention that I live about 90 miles away from dealer. It seems like a good car and I was satisfied with price so we want to keep the car for our son's use.

  Customer response

  09/28/2021

  Mon, 27 Sep 2021, 04:53 pm
  RE: complaint # ******** title arrived today and therefore complaint resolved.
  
  

  
  

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