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Business Profile

New Car Dealers

Mt Orab Ford Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 went in for service and was told to produce receipts for 2 oil changes. I did so I was told by 2 people would be covered but after produced all necessary receipts was told not covered. I had a Ford warranty and it was a known issue with Ford transmission problems. Was told not going to be covered after told me was then proceeded to fix issue and charged me over $3000. Was also told and I also left message for service manager Jerry mario and never called me back. Still waiting on him.

    Business Response

    Date: 02/19/2025

    ********* ****** dropped her **** **** ***** off in our overnight drop box on 12/27 for a "transmission delay shift" and had the understanding of a diagnostic fee of $185. At the conclusion of the diagnosis it was determined the transmission clutch was defective and would need replacement. We informed the owner and provided an estimate of $3829 plus tax and fees to replace the clutch. We were asked to notify her extended warranty company "Lifetime Powertrain Warranty" of the failure of the clutch and seek approval to render repairs. The extended warranty company asked for all of the vehicle maintenance records for review and it was determined her records didn't comply with the contracts terms and conditions. It was found there were two oil changes performed beyond the mileage intervals and four tire rotations performed beyond the mileage intervals of her contract, the repair request was denied. At that time we were asked for help on the cost of the repair and as a goodwill gesture the dealership offered a discount of $1000, lowering the original estimate of $3829 to $2829 plus taxes, we also waived our shop supply fees and provided a no cost loaner vehicle while the parts were ordered and the repairs completed. This goodwill gesture was accepted and the repairs were completed.   

    Customer Answer

    Date: 02/25/2025

    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, reasons for rejection are included below.


    Although I respect that the good faith of the discount was made I still am upset because I was told by 2 different employees at ford it would be co cred just to be told no was very concerning.  I am trusting ford to tell me when to get oil changes that they provide on a sticker placed on my car for next service.  I go when required to. I was asked to produce documents I did so. Furthermore it's rude and not good custservice to blame me for your mistake at your facility 




    Regards,



    ****** *****

    Customer Answer

    Date: 02/26/2025

    It was after the receipts were given and it was Kevin and Michelle. They kept wanting to communicate with my mom ***** but both told her was  covered 

    Business Response

    Date: 03/06/2025

    **** ******,

    While we make every effort to accommodate and help each customer some things are beyond our control. When asked we may think a customer's concern will be a covered repair, but we never really know until the diagnostics are completed, and the Service Contract is consulted. They are the entity that reviews the failure found from the diagnostics to determine coverage and review of all requested maintenance items to see if they are in line with the terms and conditions of your Service Contract. The Service contract is who administers the Service contract policy and decides if all terms and conditions have been met and if so, will issue an authorization for the repairs. In this case the Service Contract company found the maintenance records were outside their terms and conditions along with the failed component (Clutch) not being a covered item. On this basis the Service Contract declined coverage and the estimate for the repairs were again given to the customer for consideration. 

    As I stated earlier, we try to accommodate and help each customer as we can, that is why our Mt. Orab Ford store offered a goodwill discount of $1000 off of the original total estimate. This offer of goodwill was accepted, and the repairs were completed. There are no other discounts or refunds we are able to make at this time. 

    Best regards,

    David G*****

    Customer Answer

    Date: 03/10/2025

    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, reasons for rejection 

    This is utterly ridiculous as I have been a loyal Ford customer and have referred family to this dealership and further more all this was happening right as the passing of my father had happened.  I had to make a split decision and was being told it was covered and furthermore why do you assume things are covered and tell customer they are when you are unsure of such. I have been a loyal customer and was blindsided by all this terrible customer service. I never thought I would have ever had negative feelings towards ford and I will never nor reference anyone I know to this dealership.  Furthermore I was told that the manager Jerry M**** would reach out to resolve my issue which has never happened not surprised by this at all. It is just the worst customer service ever and to be treated as such in su h a terrible time in my life is just disheartening. 


    Regards,



    ****** *****

  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Bought 2020 Ford explorer in Sept of last year. Dealer promised to fix issues in timely manner. Car has been at dealer for 3 separate occasions. 1st for a week 2nd for a week and now car has been at bealer for a month as of today 1/11/24 which is the 3rd time at dealer. Dealer has provided a loaner but this is not what I am making payments on or wish to drive. Multiple messages left. Was told on 1/3/24 that all parts were in and car should be complete by Friday 1/5/24.car was not complete nor did Dealer contact me. I drove to Dealer which is 45 min from my home. Found my car sitting in back lot. Car was unlocked and I looked inside. Back seats were removed and car was no where near complete ot even in garage being worked on. Contacted salesman and service manager. Service manager sold wrong parts came in. Did not have an answer as to why there was not any communication regarding this to me.

    Business Response

    Date: 01/16/2024

    I spoke with Mr. ****** yesterday and I'm waiting on the last part that has an estimated delivery date of 1/17/24. I'm working with Mr. ****** to resolve the issue.

    *** ******

    Customer Answer

    Date: 01/19/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 



    Regards,



    ******* ******

Mt Orab Ford Inc is NOT a BBB Accredited Business.

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