Complaints

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:08/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  This business is scamming people to come to their dealership claiming they won’t run your credit and you get all these pros if you buy a car from them. However, when I went they did nothing but run my credit and tell me I wasn’t qualified to buy a car.

• Initial Complaint

  Date:08/30/2023

  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.

  Truck was brought in for warranty repair. The master cylinder and the hvac blower motor.was replaced. The issue is with the master cylinder. When the brakes are pushed, the pedal goes completely to the floor. After a number of pumps, the pedal is where it should be as far as pressure. But when you hold continuous pressure on the brake pedal, the pedal falls all the way to the floor. This indicates either a brake leak, or air trapped in the lines, or a faulty master cylinder. I requested that the original be put back on and the company refused stating that it required replacement fr9m the manufacturer. I requested that a different master cylinder be put on the truck. The service manager refuses to work on the vehicle. I will be contacting an attorney to get this resolved. The dealership broke my vehicle and refuses to fix it. So my vehicle will be towed to another dealership and I will be suing the Morristown ford dealership for the tow, repairs, to fix their mistake and inconvenience from missing work.

  Business Response

  Date: 09/07/2023

  Mr ******** left his vehicle for us to perform recall 22s11 for brake master cylinder replacement. When he came to pick up the vehicle he was unhappy with the feel of the brake pedal with the new master cylinder. he claimed the pedal went straight to the floor which he attempted to demonstrate straining and applying great force to the brake pedal. To appease the customer the vehicle was pulled back in and the brake master cylinder was re-bled. component bleeding is all that is required if not opening the rest of the brake system. this is why the wheel bleeders were not opened. When the service advisor offered to road test the vehicle Mr ******** became irate and began yelling at my service advisor and refusing to let them road test the vehicle. Mr ******** left the vehicle overnight where it was driven by the Master tech, Shop foreman and Service manager all noted that the brakes felt normal compared to another expedition he refused to accept this. and threatened legal action it was at this point Mr ******** was advised we could no longer service his vehicle and has 2 days to have it removed per company policy. I have verified the recall was performed properly the images are of the master cylinder from Mr ******** vehicle and have no signs of leakage this is why the brake booster was not replaced in the recall. Any leakage on the part of the new master cylinder was likely due to Mr ******** forcing the brake pedal well past the friction point of the brakes. We at Morristown Ford stand behind the fact that Mr ******** recall was completed properly and that the vehicle was safe to drive at the time of release to the customer.

  Business Response

  Date: 09/15/2023

  We stand behind our previous statement. It is unfortunate that Mr. ******** does not accept this however it does not surprise me with the irate manner with which he was yelling at and berating my employees. 

  Customer Answer

  Date: 09/23/2023

  The general manager @ Morristown ford spoke to me on the phone. I brought him a copy of the repair work, and he reimbursed me in full for the repairs. I would like to thank the GM for taking time out of his busy day and making things right. 

• Initial Complaint

  Date:05/24/2023

  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 to have a water pump replaced on my 2017 Ford Explorer. I took my vehicle to Morristown Ford against my better wishes because I previously had a bad experience with them. I have a warranty on my vehicle and the water pump was covered under my warranty, with a $100 deductible. When I took my vehicle therein the beginning of March, I told them that I needed my water pump replaced. After them having my car a few days, I received a call by the service manager Andrew ******. He stated that it took him almost 3 hours to diagnose my car (even after me stating it was the water pump) and that because the warranty only covered 11 hours of labor, I would have to cover almost $400 of cost because he needed an additional 3 hours. I told Andrew that I no longer wanted my car worked on by them until I spoke to my husband. I had my husband reach out to Andrew and he was very rude and did not conduct himself in a professional manner the way he spoke to my husband. After, speaking with my warranty company they suggested that I find another dealership because they didn't seem qualified due to the time extension. Andrew would not release my car to me until I paid $160.02 on 03/18/2023. I contacted Tarr Chevrolet, and they transported it to Gateway Ford in Greenville TN, where they replaced my water pump in the time the warranty allowed and only charged me for the $100 deductible. I feel like Mr. ****** and the establishment was trying to take advantage of me and was not justified in charging me for services he did not provide. The only positive about the experience was that the lady that checked my vehicle in was very professional and friendly. I have spoken with other individuals that have had similar experiences with this company. I'm requesting a refund of $160.02. This company and Mr. ****** should not be allowed to rob people of their hard- earned money, and conduct the shady business that they do.

  Business Response

  Date: 05/26/2023

  Tell us why here...When the customer dropped off the vehicle she was made aware
  of the $135 diagnostic fee if the warranty company would not cover the repair
  and that she would be responsible for any discrepancies between the actual
  charges and what the warranty company is willing to pay. The # additional hours
  that her aftermarket warranty were not willing to pay were straight from
  Mitchell *********. Capital warranty which we have no pre-negotiated pricing or
  contractual obligations to wanted to pay 9 hours of labor instead the 12.2
  hours of labor as listed in Mitchell ********* which is one of the largest
  industry standard labor time guides available. As that we have no contractual
  obligation to negotiate with her outside non-ford warranty, this job was priced
  as diagnostic time, Remove and replacement time and parts pricing as any
  customer pay repair would be priced. When I contacted the warranty company and
  they gave me the totals that they were willing to pay I informed the adjustor
  that the customer would be responsible for the difference. The adjustor then remarked
  that it was “customary” to discount to the amount they were willing to pay for
  the benefit of the customer. I explained to him I was under no obligation to
  negotiate and that the repair would be priced at normal customer pay pricing.
  After this MS ******n was contacted and given the totals for her portion of the
  repair at which time she gave the ok to begin repairs. Shortly after the parts
  had been placed in the order cue, MS ******n called back to say she needed to
  speak to her husband first about the repairs after she had given the go ahead.
  The order was placed on hold and I was informed that they would be picking up
  the vehicle because the Chevrolet dealer where the vehicle was purchased said
  she should only be responsible for the deductible. I attempted to explain that
  the Chevrolet dealer has no ability to speak for any dealership other than
  themselves. The customers then declined the repair and said they were taking
  the vehicle. I contacted the warranty company to close the open repair order
  and informed them that the customer had declined the repair and would be taking
  the vehicle as-is. It was noted on the repair order that we (Morristown Ford)
  were not responsible for any damages arising from operating the vehicle in its
  current state.  I do not feel MS ******n
  is entitled to a refund of the diagnostic fee due to the fact that the pressure
  test  was performed. The water pump
  failure was verified and an estimate was made conforming to industry standard
  labor time and parts pricing and 30 to 40 mins were spent on the phone
  attempting to work with MS ******n’s non-ford warranty. The fact that another
  dealership was willing to conform to the non-Ford warranty’s customary practice
  is up to the individual dealership, keeping in mind that the acceptance of the
  non-manufacturer warranty is done as a courtesy to the customer and not a
  requirement.

  Customer Answer

  Date: 06/01/2023

  This is the complaint I meant to attach with my response yesterday on 05/31-23

   

  He has a bad reputation in our town for his shady business practices from now at Ford and his former job at Tire Choice Auto Services.