Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Did over the phone purchase to start - they offered off pictures 19,000 for my truck Get there and they change it to $4000 lower than agreed and signed about 2. The new truck not available to drive or see - -as was not in lot but since brand new I am ok with it (not really but I can deal with it once I get there in agreed date of Tuesday ) can’t transfer anything from my old truck to new one, was going to drive it home , but they wanted my truck to stay till pick up - so I agreed to take the loaner they gave me to use My 20** truck was to be put on a locked area “I was told” as had **** *** - ****** - ***** ** ***** and many tools in back end - plus lots of personal in front end (I did not expect to leave my truck when went to do paperwork - was to keep my 20** till new truck ready Was to be put in locked fence area till Tues , at which time my new truck would be available (this is Saturday noon) Fast forward to Tuesday Get there my 20** truck no where to be found - Brandon (have no clue his title ) comes out and lets me know they took my truck to the auction They contact auction lot - thankfully truck still there we go to get everything out My $**** ** ***** *** completely gone - taken off truck Very expensive ****** gone- which had drinks in it - most everything inside the truck - gone - (some papers recovered from trash bin ) all tools gone All personal items My sales person - Chris had gone to auction lot with me along with my grown daughter - go back to dealership and some guy Brandon “will make it right “ Brandin told me I should just basically be grateful I got out of my truck what I did as it was “a nightmare “ - turbo and transmission shot - - really ??? Didn’t have issues with it before went in - They didn’t even do a walk through on new truck - no showing me how dash board screen works- Do they not have cameras on their lot??? They had me leave it as they were going to “transfer everything to new truck when it got back “ Called x4 no return calls

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 17 Dec I called for an appointment and was told Thurs 19 was good, car was dropped off *** ***** and we rented a car expecting reimbursement due to car warranty. Fri evening I called to get status and was told it was not touched. Couple more calls in the following days happen, finally 24 Dec the car was looked at, 5 workdays after my appointment. They claim the noise under the car was a *********., part of the *******. They want to order a "warranty" ******* at my cost of 1000.00 so they can chop off the non warranty part and weld it in my car out of spec with what the factory ford requires. In this way the Dealership can deny the rental car that they should have covered. Paid *** for a rental and *** to diagnose a warranty item they want to chop up...this is theft, leaving the car with a bubblegum repair and unscrupulous way to avoid a repair the car was Contracted to get upon purchase covering * ** ***. If "broken welds" were seen and they are going to weld the other in place they could have Warranty welded my existing one back in place. I will not be taking my car back to thieves that circumvent warranty just to be able to take money from hard working people. End item of needing replacement is Warranty, ********* is not removable by clamps or bolts therefore the whole ******* the End item. Lack of communication and one Lie after another proves this dealership don't not meet any level of Ford quality standards. Want back the bogus diagnostic fee that found a warranty item was defective from factory and * days of car rental fees

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good morning. I paid to have my transmission replaced at Jeff Smith **** in Georgia in July 2024. Now 3 months latter I am having transmission issues once again. I took my vehicle where I live in *********** ***** to ******* **** and they are telling me Jeff Smith **** in GA did not replace the one time used parts. So ******* **** in ********** ** is denying my warranty on the transmission that we just paid for in July 2024. The other dealer refused to offer me any sort of warranty on the transmission because the one time use parts were not replaced so basically this transmission has no warranty at any **** dealer. I am very dissatisfied. I could have went to a mom and pop or shade tree mechanic but I trusted **** to stand behind their work and their warranty but now my vehicle is acting up three months later and the two years unlimited mile warranty doesn’t mean anything to another dealership. Please respond ASAP. Someone owes me a reimbursement or a new transmission because apparently the one I have paid for they don’t want to cover or offer any kind of warranty. I am very dissatisfied here I have spent another $727 in addition to almost $7000.00 3 months ago.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We brought our Ford Explorer on October 2 to Jeff Smith Ford, after calling in the previous day. We were told to give 24-48 hours for assessment. I spoke with Lynette and told her the issues. Our main concern was the ac went out but there was also a recall so I mentioned that as well. I was told there were no loaner cars at all the previous day on the phone so we had a rental car lined up. After she checked the extended warranty on the computer, her words were "Yep, you're good. I see it here." So I left after this. On October 5, I came back to Jeff Smith Ford to check on the status of my car. I had not heard anything about it since I dropped it off. The gentleman asked the tech if they had looked at my car yet and he said no. On Monday, October 7, I received a text from Lynette saying she was told I stopped in and they were hoping to review everything that day. Side note: at this point, over a week in -- you would think that the extended warranty would have been checked. Thursday, I receive this message: Mr. ******* okay so we had to get your vehicle with the lead tech .. the a/c not cooling is due to your A/c Condenser and pully I am submitting to your extended warranty now for approval. I will let you know in just a few what they say Friday, October 11, I am told the extended warranty is expired. 10 days after I dropped the car off. I have paid for a rental car for 10 days out of my own pocket up. Then told the ac repair would be $3,664.47. And that they could try to see if Ford Assistance would help. I was frustrated because I was told I was good and now 10 days later I'm told "You're not good. It's $3,664.47 for the repair" plus the rental car expense. I reached back out Monday morning (October 14) for an update. I was told they had not received an answer yet. And then that brings us to today, October 17, this is 15 days later. And told that Ford Assistance denied the request and that I owed $179.95 for the diagnostic on the ac.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 17, I took my 2019 Kia ***** to Jeff Smith Ford for a multi-point inspection and diagnostics for a check engine light, specifically requesting only these services. After the diagnostic, Kurt from the Service Department informed me that they recommended additional services (new front tires with an alignment and an engine tune-up), which I approved. However, they also performed an interior detail that I neither requested nor approved. When I picked up my vehicle, Kurt mentioned a dent in the driver-side door trim that I had no prior knowledge of. I assured him there was no dent before I dropped off the car. Kurt promised to show me the damage, but he failed to mention any of the dents I was aware of. Upon inspection, I realized that the dent must have occurred at the dealership. My vehicle had just been shipped back from ***** ***** the day before, and both the delivery service and I thoroughly inspected it, confirming no damage was present. We have this in signed documentation. Kurt said he would check the cameras and follow up, but I received no call. When I contacted him the next day, he claimed he still needed to speak with management. Despite my multiple attempts to reach out, I got no response for several days. Eventually, I spoke with Steve K****, the Service Manager, who claimed the damage looked like a break-in, despite no signs of tampering. On September 21, I filed a police report, and the officer agreed that the damage likely stemmed from equipment at the dealership. Sgt. Sullivan reached out to the dealership, but no one followed up with us. Finally, on September 30, my husband visited the dealership after several unanswered calls. Steve K**** denied responsibility and stated that Jeff Smith Ford would not cover the repair costs. At this point, we felt we had exhausted all options with the dealership. Given their refusal to take responsibility for the damage, we are now considering legal action.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about * **** 2023, I physically went to Jeff Smith Ford., to cancel an auto warranty I purchased in ******** 2022. While there, I met with the sales person, Marvin, who was involved in the initial vehicle purchase; Marvin assisted me in obtaining the correct form to cancel the warranty. I signed the form noting the current mileage as 6057 miles. I was provided a copy of the form and the original form was provided to a finance manager to be processed. On **** *** 2023, I called the warranty issuer, ***** ******** ********, and learned the warranty cancellation had not been processed. On ** July 2023, I called Jeff Smith Ford and was transferred to finance manager office number and was sent to voice mail. I left a detailed message for the finance manager but did not receive a call that day. I called again the next day and was again transferred to the finance manager and was sent to voice mail; I left another detailed message yet, I was not called back. I decided to wait a few days to see if the warranty cancellation was processed; it was not as confirmed by ***** ******** *********  On * ******, 2023, I called Jeff Smith Ford and requested to speak to Ms. Linda N******. Ms. N******'s name was given to me ***** ******** ********, as the point of contact for warranty cancellation. I spoke to Ms. N******, explained the situation, and she told me she had not received the paperwork to cancel the warranty. She told me she was speak to the finance manager. On * ******, 2023, I called ***** ******** ******** to see if the warranty had been cancelled; it was still active and the agent told me there was nothing in email from Jeff Smith Ford requesting cancellation. After being told this, I called Jeff Smith Ford and requested to speak to Ms. N******. Again, I was sent to voicemail and was not called back. I have made more than reasonable efforts; Jeff Smith Ford has made NO EFFORT. Request BBB intervention.

  Customer response

  08/21/2023

  I am withdrawing my complaint *******2023) as Jeff Smith Ford has taken satisfactory action to resolve this issue.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I’m reaching out to you about the level of service I received from your service department. I made the appointment on Tuesday. I dropped my car off the following Monday for recalls and a front collision camera warning(which I selected when I made the appointment). Lynette told me she would call me Monday afternoonwith an update on the recalls no call was made. I called back Tuesday to check the status on my own (she said she was the only person working so she couldn’t call me back as promised). Lynette was busy and I was told she would be back in 15 minutes and she would call me back. I waited 2 hours and called her back, her first response was she was just about to call me back (haha). She said the car has an appointment at the glass shop on Wednesday and would be ready Wednesday afternoon. Lynette advised me that all the other recalls had been done and the windshield was the last one. I called Lynette Wednesday because at this point I believe nothing that I’m being told and I was advised that the car had not been taken yet but she would call me back Wednesday afternoon with an update. No call was received once again. So, I call back Thursday morning, which is today to check the status of my vehicle because I need concrete answers. I spoke with Lynette and she advised that she was going to place me on hold and have someone else call the glass shop. It was around 845 and the glass shop doesn’t open until 9 am. Lynette said she was going to call the glass shop back at 9 am and call me right back Well guess what, Lynette didn’t call me back and she didn’t call the glass shop. I called her back at 10:54 am, and she placed me on hold to call the glass shop. She then told me that they needed to call the owner because the receptionist couldn’t provide an update and the car has to sit for hours once the glass has been replaced. They attempted to call the owner and they were unable to reach him. I told Lynette I can not go another day without my car, her response was her hands are tied at this point. Now it's 1:36 pm and I have not received any type of update on my vehicle. So, I tracked the location of my vehicle, and lucky for me the glass shop was about 2 miles from my house. I went to the glass shop and spoke with the woman at the front desk. She told me my car was not ready and probably wouldn’t be ready until Monday. She said my car was supposed to be dropped off Wednesday at 8 amand didn’t get there until around lunchtime. I advised her it arrived at 12:10p because I can see the location of my vehicle from my **** app. She stated when the vehicle arrived the techs were all out on calls for the day, so they wouldn’t be able to start on my car until that afternoon. Before I could get home Lynette was calling me to advise that she had a loaner car from me and she apologized that my car wasn’t ready. I was upset, but I remained calm and I advised Lynette that my car was scheduled to be dropped off Wednesday at 8 am it didn’t arrive until 12:10p on Wednesday and that’s why it’s not ready. Lynette advised that she didn’t know the vehicle had an appointment and they only had one transporter for vehicles. Lynette advised me that she would send me two texts one for me to send my driver's license and insurance card and the other for me to track the loaner vehicle. I did receive the text and the loaner vehicle as she advised. I have my vehicle set up to send me notifications once the battery reaches a certain %. I got a notification Friday around 8 pm that my vehicle needed to be placed on a charger. I didn’t panic, because I knew that it was in the shop. I decided to check the location and the battery and I saw that it was back at the dealership. I instantly got excited, because I had been advised that the glass was the last thing that needed to be replaced. I then decided to check the driving to see why the battery dropped drastically since the glass shop is only about 3 miles from the dealership. I was shocked to see that my vehicle had been driven over 30 miles once it was brought back from the glass shop. I told my husband I was going to pick up my vehicle regardless of whether it was finished or not. I got to the dealership this morning and spoke with Kristen, she was super nice and helpful. She told me my technician didn’t come in until 9 am (it was around 825a) and asked me if could I come back so he could tell me more about what was going on. I asked her why my vehicle was driven 30 miles and I showed it to her on my phone. She pulled up my vehicle information and advised that in order to fix the blue cruise it shows the vehicle has to be driven, but my vehicle wasn’t ready because the blue cruise wasn’t done. I told her I would come back at 9 am when the technician was there. We arrived back at the dealership and Kristen stopped the technician that was working on my car. He told me he had not started the blue cruise diagnostic he was going to do it today and it takes about 5 hours. I told them I wanted to take my car because at this point everyone was lying except Kristen. Lynette told me on Wednesday and Thursday that the windshield was the last thing that needed to be done. Then I was told that the technician has to drive the vehicle once he does the blue cruise. If he had not started on the blue cruise why had my vehicle been driven over 30 miles? I made this appointment on 7/4 and I listed all the recalls that needed to be done and about my pre-collision camera. I dropped my vehicle off at the time of my appointment, my vehicle sat at the dealership for 3 days with nothing done and was then transported to a glass shop where they clearly did the work. I am so disappointed in the service I have been provided by the service department at your dealership. I have been lied to for an entire week and my time was wasted, nothing was accomplished honestly. I still have recall issues, I would like for someone to explain to me what happened. I am very upset and it makes it seem like the technicians drive customers' cars for fun. That is unacceptable and very unprofessional. Now if my vehicle had been wrecked how would that have been explained to me?

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from said company. When I test drive the vehicle the check engine light was on. The salesman, Bronco, told me that they would fix the problem ( a grill sensor fault) before delivery of vehicle. The vehicle was delivered and within 2 blocks the light came back on. I confirmed it was the same issue and contacted him. He sent me to the service department where James told me to take it to my local dealer and they would take care of the bill. Now they don't won't to cover the repairs and instead want me to use my extended warranty. This was not what they promised. The truck had the issue before I bought it and was supposedly fixed before I even had the warranty.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ***** ** 2023 I purchased my 2018 ******** **** through Jeff Smith Ford. I am an 80 year old widowed senior woman that ********** ** *** ********* ** ** ** ***** **** *****. I drive to volunteer so I needed another dependable vehicle like my previous that was hit on the driver's side earlier this year. My salesperson was really nice and made the buying experience enjoyable. ***** **** I was told by a person standing outside of my car that it was smoking from the tailpipe. I took it back to the dealership. The dealership assured me that it was only the oil burning off due to being over filled. I took my dealer's advice and continued to drive my vehicle with confidence until it started to knock and splutter. My confidence left immediately. I live in a Rural area and my travel consists of the same to do my volunteer work. Hearing this sound was the distressing and disturbing. I took the car back to Jeff Smith, but I was told to take it to the ******** dealership in ****** ** for a diagnosis since it has been over 30 days now since I bought the vehicle. ******** informed me that my vehicle had been seen by them before with engine issues and they informed me that it would cost me $18,929.42 before taxes to replace this engine. Jeff Smith Ford dealership and it's entities within have been negligent, deceptive, and failed to disclose the issues with this certified vehicle. I want the company to either pay the financial gap between the warranty I bought for the vehicle and my out of pocket cost or to communicate with my loan company and exchange my vehicle with them absorbing any upside down costs. Jeff Smith's name is being represented by negligent individuals that needs to be held accountable for their careless acts towards the ones that are keeping them with a paycheck and keeping this company open!!!

  Business response

  06/08/2023

  Please advise Ms. * That today ******** we have left a message at ************ trying to get in touch with her to let her know she has coverage for any engine related issue she may have. This is the number that was on her repair order here, not the BBB complaint. It appears Ms. ******** did not right this complaint by looking at the e-mail address. That's really immaterial other than the only one I can discuss her ******** with is her (Privacy Act). Steve K called today @ 11:00 am and left a message. Ask Ms. * to please return our call so we can take care on her issues. We will need to work out a date so that we can arrange a loaner car for her to use while we are working on getting her car repaired. I have addressed the issue with her being sent to another dealership, that will not happen again to anyone. Also just a bit more information I called ******** to find out when we had brought that car to them before only to find out it was not us. It was the prior owner of the car. I take issue with comments like negligent, deceptive, and failure to disclose issues. Jeff Smith name is not being represented by negligent people, for I am one of them. If I can be of more assistance let me know.

  Customer response

  06/15/2023

  
  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. 

  I, ******** ** ******** understand that the resolution is to provide a loaner to me until my issue is resolved.   Also for Jeff Smith Ford to be responsible for all repairs at no additional expense to me regarding this present issue and any issues that may or has resulted as a direct cause.  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a used car that I purchased from Jeff Smith In Byron. It's still covered under warranty and it's had to be taken back to the dealer 4 different times to fix issues that were missed upon the inspection of the sales manager. The damage is so severe they had to replace the left front strut, replace a strut bearing ,shock absorber new tire and do an alignment. Mind you, this is 4 days after I already had the car. So not sure how they missed it on the initial inspection. This damage is related to the details on the ****** report. There is also issues with rough spots that look like rust all over the car. The paint is pealing off around the rear passenger tail light due to poor workmanship on previous repair. I was also told they submitted pictures to Ford to see if it could be fixed then told by another dealer they won't even fix the paint. Also the bolts that are where the fender and hood corners meet are popping up and on one side it's already busted through the paint of the car. Not sure what caused it. Not have they addressed it . I have the biggest of issues with the Jeff Smith dealership . Every time I call they have to call me back cause they don't know whats been done on my car yet. I am hoping since it's the 5th car I've bought them I would have got treated better.

  Business response

  06/30/2023

  Ms. Jackson's vehicle is currently at the dealership being repaired. Appointment was made and she dropped it off ****/23.

*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. ↩