ComplaintsforBlue Ridge Nissan

• Initial Complaint

  06/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from them in Dec. 2020 for my 15 year old son. They knew the car had a major service issue recall with a effective transmission issue. We were never told about this service problem because they knew the part was on National back order and the car could not be properly fixed because part has been unavailable for months. My son got his license on May 10. The car became inoperable May 23. They tell me to drive even though it is dangerous and they knew it would happen once driven on a regular basis. The transmission control module went out. So now I have a car I paid $9500 for. And can’t drive. It’s very unsafe. Ford can’t tell me when the part is available. And the dealership won’t return my calls when I reach out for help. I just want to trade the car or get the part. I’m paying for a newer car that is very dangerous. It goes from 60mph to 30 when the TCM fails. They suggest I drive until it quits completely.This should not be allowed to be sold until part was changed.

  Business response

  06/29/2021

  To Whom It May Concern, I have read the complaint from Mrs. ***** regarding her Ford Focus.  However, we feel the complaint is leaving out a lot of information regarding her families purchase of the car and the events following.  On December 17, 2020, Mr. ***** and his son came to the dealership, picked out the car, agreed to purchase the car along with an extended service contract and gap insurance, signed paperwork, and then left to take the car home.  Once home, Mrs. ***** called back and requested that we redo the paperwork in order to remove the extended service contract and gap insurance.  We did as requested and they came back to the dealership and resigned the papers (all attached).  Since purchasing this vehicle, Ford Motor Company has issued a recall, not us.  Because her car falls under this recall, Ford will cover the cost of the repair.  Her complaint is that it can't be fixed immediately because the part needed is on a national backorder.  Again, this is a Ford issue as we do not have anything to do with the manufacturing or distribution of parts for any car manufacturer.Mrs. ***** has been in constant contact with our employees since she was notified of the recall.  She has asked us to trade her out of the car, but has stated she has looked at other places and what she has been offered isn't good enough.  We told her we would be happy to look at it for her, but as of now, she hasn't given us the opportunity.Unfortunately, the problem Mrs. ***** is dealing with regarding the recall and lack of parts is all to common because of the pandemic that shuttered most manufacturing facilites.  We would recommend Mrs. ***** speak directly to Ford Customer Service regarding her recall and their timeline for a fix. Ryan Mathesius

  Customer response

  07/01/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   Regards, ********* ***** Here is the issue with the response. *** ****** was supposed to return my call the next day once we spoke about the car the first time. When he didn’t return my call after 3 days that is when I filed the complaint. As far as the extended warranty being declined I did decline it because my husband was under the understanding it came with the car.  That was a mix up on both ends. Which I will say there is a lifetime powertrain warranty on the vehicle through Blue Ridge Nissan. . So that was not my Issue with the dealer . My issue was that the transmission control module for this vehicle was placed on the list to be replaced under the customer satisfaction program in February 2017. This was the date Ford gave me when I called.  I bought in December 2020. That part should have been replaced before being sold to me. Since they were the selling car lot I do not blame Ford I blame them.  Ford did not sell me the car with the faulty part Blue Ridge did. I just don’t see how these cars could be sold without that part being changed knowing they are faulty. As far as me not coming back in… I did say I couldn’t afford to lose $3500 on the car right now and Mr. ****** did not call back until he got the BBB complaint which he was very rude about. And basically told me he did not have to deal with me. The last phone call on Saturday he said he would call me on Monday to discuss trade in prices and I still have not received this call. Which is fine because I will never go back to them and prefer no contact. When the car was bought the finance guy was so rude and that is how I met *** ******. But lesson learned on my behalf. This is a place I will never recommend to anyone. I have a car that I paid approximately $9400 for my son that is not safe and they sold it to me. Even though there was this issue to replace this part before my purchase not after. This car goes from 60 to 30mph when the TCM fails. And no we do not know when that will happen The person who wrote this stated the recall happened after I purchased and I was told by Ford it was placed on the vehicle in Feb 2017. So I am just stating my concerns And dissatisfaction. The part is on National back order which is not Blue Ridge fault. But car had faulty part when I bought it 

  Business response

  07/02/2021

  While, again we understand the aggravation, the frustration is pointed in the wrong direction.  I have attached a copy of the used vehicle recall status disclosure signed by the customer when they purchased.  At the time of purchase, the car was not subject to an open safety recall.  Again, we understand that Ford may have issued a recall similar to this on the same type of car back in 2017, but, again, at the time of purchase this particular car was not under an open recall.  Also, as mentioned in the last response, we still have not given her a value for her Ford.  She is basing her opinion off of information she received from another dealer that told her $6000.  Our intention is to always try to help customers when something like this happens.  We would be happy to try to help Mrs. ***** trade if she has a desire to do so.

*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. ↩