Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had tires rotated on 7/5/24. On 7/13/24 the rear left wheel came off my vehicle almost causing an accident and severely damaging my vehicle. According to evidence and expert feedback the cause was failure to torque wheels properly. We narrowly escaped catastrophic injury. The dealership denied any responsibility despite being the last and only place to remove and reinstall our wheels. In addition the owner stated that maybe we hit a speed bump that loosened the wheels or that maybe someone had tried to steal the wheels and loosened the lug nuts. The owners explanation is 100% laughable. We could have been killed due to their negligence.. I want them to pay for my towing, car damage, deductible, rental car and insurance increase for next 5 years.

  Business response

  07/23/2024

  The situation is being reviewed. Ownership needs to evaluate the situation and they are currently unavailable. Decision makers will return to work tomorrow, Wednesday 7/24/24. We have been in communication with the customer. 

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Hybrid finally came in!!! But *** ***** **** in *********** Ca sold it from underneath me. The salesmen claimed that he had a hybrid lariat(Loaded) coming in back in May of 2022, so I put a deposit down on it to claim it. When it finally showed up, it magically turned into a XL EcoBoost(base model). So I passed on it and in September of 2022 I ordered my truck. When I found out that it had been built and shipped about 2 weeks ago, I called to get more info about the **** personal offer that I received. The salesman said, “what does it matter, you are not buying the truck”. I clearly stated that I will be buying the truck because I didn’t trust the salesmen and I knew that the phone call was being recorded. Well, they went and refunded my money and sold the truck off to someone else. I am Furious! I filed a complaint directly with **** and **** said that the dealer has 30 days to respond. What does that matter?! My truck is gone and its not like **** is just going to fast track another one for me.

  Business response

  06/16/2023

  The customer ******* *****, informed the salesperson during a recorded phone call, that he was no longer interested in the that he ordered.  He said his family was growing and the ******** no longer fit his needs.  Four days later, the customer called back and said he the owner of the company he works for wants to buy the ********.  He said his employer wanted to purchase the vehicle for himself.  Brokering, without a license, is unlawful in the state of California.  He previously attempted to purchase another vehicle for a 3rd party that he put down a personal deposit to hold the vehicle.  We informed Mr. ***** that our policy is to sell ********s that become available to customers that are on our waitlist.  We have more customers waiting for ********s than we have allocation from **** Motor Company.  We told the customer he could purchase the truck, and then sell it to his employer if he so chooses.  However, he declined.  We sold the ******** to a customer on our waitlist that had been waiting for a ******** for over a year.  Mr. ***** claims are false and misleading.

  Customer response

  06/16/2023

   I am rejecting this response because:
  
  This is a complete lie! *** ***** **** Never informed me that the truck had arrived and never offered me the chance to buy the truck. Their phone call recording proves that I said that I will still buy the vehicle regardless.  In absolutely no way did I try to be a 3rd party broker. I asked if someone else could by it and was told, No. That is not a problem. I stated that I would buy the vehicle and then when it did not fit my needs, I would then sell it. 
  At No Point did I ever reject the opportunity to buy the truck, I never canceled my order, and I never released my order.  All of that is recorded on the phone call. I placed an order, signed a build sheet, and placed a deposit on the truck.  *** ***** **** never had me sign anything to cancel or release the vehicle and their phone call records prove that I didn’t do that over the phone. 

  Business response

  06/20/2023

  The audio call file is too large to be uploaded.  Here is the transcription.

   

  Customer:Hello?
  Agent:Hello, *******. This is heck with *** ***** ****.
  Customer:Yes. How's it going?
  Agent:Good. Sorry I wasn't able to get back to you the other day.
  Customer:Yeah, no worries. No problem. I guess more of, like, update and questions, I guess.
  Agent:Sure.
  Customer:Obviously, you know, order a truck, you know, nine nine months ago or so or whatever, things change, and we're actually expecting our third kid, and the little ******** probably ain't going to fit us.
  Agent:Yeah, sure. Okay, I see.
  Customer:So I don't want to do anything right now or anything like that, but I would just like to see if my coworker can purchase it instead because.
  Agent:Yeah, that's not wrong.
  Customer:It would stay with you, everything. You still deal with everybody. And if it all goes through, he's actually a base down ******** that he would trade in for because he just wants something better than what he's got.
  Agent:Here. Oh, here he has a ********.
  Customer:But yeah, he has an Excel. I hear about it all the time, how he doesn't have cruise control and he bugs a crap.
  Agent:Right.
  Customer:But yeah, he knows what I've ordered. He called me yesterday. He's all like, man, I'm ready to buy it right now. So it should be straightforward. He just buys it as is.
  Agent:Well, I'll definitely have to run by the manager and go from there.
  Customer:Yeah, absolutely. I asked Chewy real quick, and he just wanted me to verify with you, and that's where I'm at right now.
  Agent:Yeah. Because we do have tons of customers waiting for any available ********s that have been waiting forever, so that becomes like, a catch. 23.
  Customer:Yeah. Dollars. Yeah. The only other option that I came up with is if I bought it and then sold it to him, but then it's all like, then we paid double sales tax.
  Agent:Oh, yeah, you're going to definitely pay double sales tax.
  Customer:If we can do that. That's what I would like to do. And like I said, I've followed it, so I have a feeling that by what I understand, it's probably on a train somewhere between here and Mexico. Yeah.
  Agent:Maybe another month or so before it even arrives.
  Customer:Absolutely. So, yeah, like I said, *** just told me to get a hold of you, and that's why I wanted to start that conversation with.
  Agent:Okay, sounds good. I will definitely run it by my manager and see and get his thoughts on that.
  Customer:All right. All right, sounds good. I appreciate it. Thank you. All right, talk to you later.
  Agent:All right, I appreciate it. Thank you, ****. All right, bye.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was taken into Jim Burke ford for a collision repair the month of January 2022 and was not completed until June 2022. They had my car for 5 months and whenever I called they would say they are waiting in parts. The month of April they said only one part was missing and when I followed up I would get the run around. They then proceeded to say they received the part the Month of June but that it came in damaged and then took another two weeks if not more to finally get the part. My car was finally finished and was picked up by a family due to my work schedule. When I finally got to see my car there was still damages from the accident, headlight on the left is still scratched up along with my passenger mirror being all scratched up as well. The total payment they got was 14,000 and some change along with my 500 deductible.

  Business response

  06/28/2022

  I reached out to customer ****** *******. I aaked for a list of issues she was having and got it scheduled for us to pickup her car on Thursday 6/30/2022 just after 8:00 to get car to shop to take a look at issues and see what we need to do to resolve her issues with  the car. 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My $108,000 Shelby Baja Raptor was repaired at Jim Burke Ford without my permission. It was damaged on the property and the dealership failed to inform me of the accident and I did not authorize any repairs to the vehicle. I have also filed a complaint with the BOAR. Jim Burke Ford does not have permission to work on my vehicle and has a duty to inform me of the accident rather than cover up the accident.

  Business response

  04/19/2022

  Mr. ******** is convinced that we tried to cover up his truck being damaged. That is not at all the case. The tow truck company that was dispatched when Mr. ******** called Ford Roadside Assistance to pick up his vehicle and bring it to our facility, damaged his vehicle. The owner of the tow truck company purchased parts and instructed our employees to fix the vehicle. There was a communication breakdown which led to our employee accepting authorization to install a driveshaft from the tow truck company owner. Our employee assumed the tow company had been in contact with the customer to discuss the damage. We did fail to get authorization from Mr. ******** before installing the driveshaft. That is a violation and we are handling that situation with the Bureau of Automotive Repair, as Mr. ******** also filed a complaint with them. Mr. ******** requested that we purchase the vehicle, we offered what we feel is fair market value after having it appraised. He was not satisfied with our offer. We have the old drive shaft and can easily reinstall it, restoring the vehicle to it's damaged state and Mr. ******** can take his truck and work out the damage with the tow truck company that caused it. He would need to authorize us to do that. We are only guilty of taking repair approval from the wrong person. Everything we've done can be undone upon request, all we did is bolt in the new driveshaft that the tow truck company ordered. We made an honest error and are now stuck in the middle of Mr. freedman's and K&R Towing's dispute over his damaged vehicle. Mr. ******** has been advised of all of this. He hasn't decided what he wants to do. Thanks.

  Customer response

  04/21/2022

   I am rejecting this response because:

  
  

  The truth is the following.

  
  

  1) Jim Burke Ford appraised the vehicle and Joe Hay (owner) admitted plans to sell it at a wholesale auto auction (wholesale is not market value).  They have no intension of offering fair market value for the Shelby Baja Raptor. Anyone with a computer can look up the true value.

  
  

  2) Why would it take 10-days for Jim Burke Ford to contact me for a simple battery change out?  What dealership doesn't give updates after 10 days?  Why the delay? Maybe the dealer didn't want to admit to the accident?

  
  

  3) Why would Jim Burke Ford allow a 3rd party to bring a part to repair a vehicle without the owner's permission.

  
  

  4) How many times does Jim Burke Ford work with K and R towing?  Why would Jim Burke Ford allow someone other than the owner to authorize repairs?  How long has this employee been working at the dealership?

  
  

  The reality of Jim Burke Ford's story doesn't add up. I have a voicemail from K and R towing owner Less stating that Jim Burke Ford knew about the auto accident and that Jim Burke Ford was supposed to call me and explain what happened on Jim Burke Ford's car lot.  Jim Burke Ford never called, changed the driveline and tried to deliver the truck back to me without my knowledge of the accident.

  
  

  I am trying to resolve this via communication with the dealership, but I am being pushed into a corner.  Many in the community that I have spoken with are in disbelief that such an established dealership would not make things right.

  
  

  Brand name and reputation in our community means more than covering up an accident.  Do the right thing and keep your relationship with someone who has purchased multiple vehicles from your dealership.

  
  

  
  
  
  

  Business response

  04/25/2022

  Jim Burke Ford Response to customer's rejection: 1) We've offered what we feel is an appropriate purchase price for the customer's vehicle. He feels his vehicle is worth $100,000. We disagree with customer's opinion of the vehicle's value. 2) As previously stated, there were communication breakdowns leading to delays and repairs being performed without customer's knowledge. There was no desire, or attempt to cover up the accident. The damage to the vehicle is between the customer and K&R Towing. The B.A.R. is investigating the issue and we will be accountable for our employees actions, once completed. Our involved employees have been followed up with, further training has been provided to avoid similar mistakes in the future. 3) It is not our policy to allow third party repair authorization without the customer's knowledge. This was a mistake on the part of our employee due to a poor communication issue. We've acknowledged this all along. 4) We do business with K&R Towing often, as well as most other local tow companies. The Jim Burke employee that was initially made aware of the damage to the vehicle, had worked for Jim Burke Ford for approximately three weeks at the time of the incident. He failed to notify management of the incident, resulting in K&R Towing owner providing repair authorization without customer's knowledge. Our employee assumed that the customer had been notified of the damage, by the company that damaged the vehicle (K&R Towing), and that the tow company was authorized to correct the damage. This was obviously not the case. We feel that the responsibility to notify the customer of the damage, lies with the party that damaged the vehicle and not Jim Burke Ford. However, we do acknowledge that we are required to obtain customer authorization before performing repairs. Our employee made a mistake. We've apologized to the customer repeatedly. We will be accountable for our action through the B.A.R. investigation process. We can easily undo the repair that was performed without his authorization. We have offered to do so repeatedly. We have installed a driveshaft, generally requiring the removal of 4-6 bolts and generally less than a half hour labor. We have the old part and have offered to restore the vehicle to the damaged state we received it by reinstalling the damaged driveshaft. There was no attempt to "cover up an accident", we're sorry the customer feels there was. It's simply not the case. We're waiting for the customer to decide what he wants to do to move forward. Our dealer principle has offered what we are willing to pay for the vehicle. The customer wants more than what we're willing to pay. Therefore purchasing his vehicle to satisfy the customer is not an option. Additionally, we've advised the customer that he should not store his vehicle here at our facility. We will not be responsible for theft or vandalism beyond our control.

*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. ↩