Complaints

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

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  Dutro Ford Lincoln Inc

  131 S 5th St Zanesville, OH 43701-3512

  
• 

  Dutro Ford Lincoln Inc

  PO Box 1265 Zanesville, OH 43702-1265

  

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:02/20/2025

  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.

  I had my 2014 **** Edge towed on Friday February 14th to dutro **** in ********** **** for repair. Everything electrical worked when I sent it down there. When they called me on Tuesday to tell me what was wrong with it they said they charged the battery and that that was the only thing they could find wrong with it was that the battery needed changed. But when I got it back the radio didn't work the clock didn't work the heat is stuck on full blast on defrost none of the *** or charging ports work and the airbag light is on. So they sent it back to me in worse shape then when it was sent down there. I drove it home yesterday and this morning I went to go to the store and it is dead again. I have a broken foot right now and I think that they need to be giving me a refund for them not to do any work on it.

  

  Business Response

  Date: 02/20/2025

  The vehicle was towed to us in non-working order. Upon inspection we found the battery had 2 volts and the main fuse for the battery was blown, indicating the vehicle was jump started backwards. After replacement of the fuse, we performed a charging system check to find vehicle charging at proper voltage.  Recommended battery to customer, customer refused repair and is insistent that the alternator is the failed part.  As for the radio not working, we suspect component was damaged when main fuse was blown. Due to the fact that the vehicle was towed here in non-working order, we cannot confirm that the components were in working order before being towed. Advised customer needed to replace battery for the no start concern before phone call was disconnected. We do not feel any refund is due because we did diagnose the vehicle and replace the fuse to get vehicle started.

  Customer Answer

  Date: 02/26/2025

  I received a letter concerning the response from dotru **** complaint ID *********, the battery that they said needed charged was not even the right size and they did not know this. They should have been able to let me know that it was the incorrect size and they messed up my apim which now I have no radio no clock no way to turn my heat off and I have no USB ports that work in my vehicle and the central console does not light up.
  
  Sent from ******** ****** **********************

  

  Business Response

  Date: 02/26/2025

  Again, the vehicle was towed into us in a non-running state. Therefore, we cannot confirm that any of the above listed items were in working order or not, especially since there was evidence that the vehicle was jumped backwards at the time of arrival. We recommended replacement of the battery they declined and that was the conclusion of our diagnostic conversation with them.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  Took my vehicle August 5th for oil change due to local company will no longer perform routine oil changes on the 2023 Nissan rogues. After 2.5 hours of waiting I had 2 gentleman come out and inform me that the piece (plug) in the oil pan has broke and it is on national backorder and not sure when the piece will be available. I was in shock when this happened so I stated well I guess I need to find a way home (50 minutes away). I didnt even think about a loaner or asking for another vehicle to drive because I was now worried about getting home. I was informed that sales were in til 7 so I had a few hours to figure it out. There was zero concern for me. After finding a ride and leaving the realization kicked in that I dont know when getting car back and I have to drive to and from work. So I called later that evening and left message asking about a loaner car.
  The next day I waited for a return phone call and in the afternoon I call back (no one returned my first call) and talked to someone and asked about a loaner and was told I would get a call back. So the next day (again no call back) I called and left message and asked about a car. Still never received any call backs so we made a claim with Nissan.
  It is now day 21 without a car or a call from the dealership. Today at 11:30 I called because we were told by Nissan the part would arrive on the 24th of August. It did not arrive and after a lengthy wait I talked to someone who informed me that piece did not show up so I again asked about a loaner and was told that they thought one was back but someone else would have to call me back. I dont look to get that phone call. I will never go back to this dealership. I let them know that they have not contacted me this entire time of having my vehicle. They are mad I made a claim with Nissan.

  

  Business Response

  Date: 08/26/2024

  The customer took the vehicle to a local oil change facility which damaged the oil pan on their vehicle. The customer brought the vehicle to the dealership and we ordered the parts which happens to be on a national back order.  We are not obligated to fix the vehicle due to the other company's mistakes but have agreed to fix the vehicle under good will warranty.  There are no loaner vehicles available at this time, the service mgr has not received any calls from the customer but we do apologize if one of our employees did not return her call.

  Customer Answer

  Date: 08/29/2024

  I was ok with response I received yesterday please close

  

  Business Response

  Date: 08/29/2024

  We still have the original oil pan showing that it was over torqued when we received the vehicle, we are doing this all free of charge under good will warranty as previously stated, the bolt is scheduled to arrive tomorrow and we will have the vehicle completed ASAP. 

• Initial Complaint

  Date:06/13/2024

  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.

  My car was in a little water about an 8of an inch. It was taken to Druto ford in **********.they said it would be there for 2 weeks.That turned into 3 months. Got it back last Tuesday,no interior lights. Went back today and they said if it was from the water they would fix it. If the light worked before they worked on it .I said they did and ***** the body shop manager said he didn't know that, I said they did and he said he didn't know that.To me that was calling me a liar. Told me if it was not from from the water then I would have to pay for the repairs. They took all of the wiring from under the dashboard out. Now they say they are not making any money from this
  I am just feed up with the run around that I am getting.

  

  Business Response

  Date: 06/17/2024

   ********

  Per our Body Shop Manager, her vehicle sat here because of a backorder on parts from
  the manufacturer and it wasn't drivable.  She was communicated this on
  multiple occasions, and I personally spoke with her on a daily basis during the time of her repairs informing her on a daily progress. The vehicle parts
  came in and service replaced the floor wiring, seat belts and sensors as needed
  from water.  The body tech replaced the carpet insulators and the carpet
  and reinstalled the interior. Neither tech was in the headliner area for
  repairs.  She called back stating dome lights or other courtesy lights
  were not working in the top area of her vehicle.  I asked her to check the
  switch to be sure they were on, so she didn't drive up here for no reason. 
  The switch was on.  I advised her she could stop at her convenience, and we
  would check some areas that were in the vicinity of our repairs.  The fuse
  box under the dash was checked and even the one under the hood we didn't work
  in was checked. The fuses were good.  The left pillar trim was removed, and
  the connector was verified to be secure.  Further diagnosis was going to
  be timely, and she was in our waiting area.  She also showed me where a
  fender liner clip was missing.  I advised here we didn't work in that area
  but provided and installed a retainer at no charge to her as something had
  impacted that lower bumper/mudguard area. I walked her out to the parking lot
  and showed her the areas that were checked and advised that the headliner
  wasn't worked on by us, but we would look into it and would need more time to do
  so.  I worked with her on her timeline and scheduled the appt for 7-8-24
  in the am.  After speaking with one of the advisors of the situation we
  thought it best to go to the local dealer and made the appointment for the same
  time.  She was advised that this may or may not be related and I had no
  way of knowing until we had it diagnosed.  She stated the lights did work
  and I did advise her I couldn't speak to that since I didn't know, and the
  determination of the issue would be up to the tech as to relevancy to her
  claim.  The appointment is still set but we are unsure if she will keep it
  after the voice mail she left *****.    

• Initial Complaint

  Date:02/28/2023

  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.

  So we have a 2015 Ford Escape it only has 81,000.So we have had our escape to Dutros several times concerning a issue we was having with our vehicle.The issue was when we would go down a incline so down a hill it would idle real high,No engine light ever came on that indicates there was a problem with the transmission. So the end of April of 2022,we was driving it and all of a sudden it guit moving so had it towed to Dutros. So they did a diagnosis then we where called and said the transmission was out and the cost was$5000.So I had reached out to Ford Motor Co right away bc was trying to get financial assistance bc my husband is disabled and don't have the money to fix it.And the service manager **** at Dutros was no help bc he didn't fill out the paperwork for us when I called him,concerning the issue with getting help.I feel like they didn't care.We have been Ford owners for 37 plus yrs. We have never had any of there's issues and needed help it's very sad that you can't get anyone to do there job.Very disappointed in the service will never be back there,we have to have our escape towed back to our house.

  

  Business Response

  Date: 03/02/2023

  The vehicle was brought to us on 5-2-22.  Customer stated transmission was slipping. we priced out a new transmission but customer declined and took the vehicle. Customer returned on 11-8-22 with transmission issues and now the vehicle won't move. We called Ford and they declined any assistance. In order to open a case, the customer needs to call Ford. The vehicle is still on our lot and needs to be picked up or we will begin charging $35 per day for storage.

• Initial Complaint

  Date:12/19/2022

  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.

  12/16/2022
  
  The key fob had the key missing from the slot and they wouldn’t fess up to what happened then I noticed it was dropped

  

  Business Response

  Date: 12/19/2022

  The dealership paid for and replaced the key the same day. We offered to pick the key up for her but she stated the she would be driving that way and would pick it up herself.  We met with the General Mgr and the Body Shop Mgr about leaving keys and repair orders on the counter and will not do so in the future, that area typically does not see customers but due to the hail repair we experienced, there have been some customers in and out of there so we appreciate her bringing this to our attention.