Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business sends unsolicited marketing emails. I have never been to this business nor requested any type of **** marketing nor vehicle searching in general, whatsoever. I take it as a violation that they send mass marketing emails to those who have no affiliation with the business nor products.

  Business response

  01/17/2025

  Dear *** *******,

  We are terribly sorry that you have been receiving marketing emails to inform the public about promotional deals that we are announcing to our guests. This isnt meant to be a bother to you or your family. We just want to provide our guests the ability to take advantage of savings that we are offering to the public and sometimes only to our previous guests. This can be rectified by removing your email from our system and that in the future you will not receive correspondences from us. To the effect of that youve never been here or that youre not affiliated with the **** brand at all, I do not know why your email would be in our system to receive these marketing emails. I can dig further into this with a copy of the emails that you have received. Im deeply sorry that you have had this inconvenience, and we would be more than happy to remove you from our distribution list.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was experiencing issues and requires a new engine. I had to have my vehicle towed from mulberry to **********. **** has had my vehicle since June/July with little to no information about my vehicle. Just be happy I have a rental. I HATE my car. Total it out! I had a car I paid off that I loved and was wrecked into. And now Im paying on s*** I shouldnt have to. *** its that bad off, total it. Idk why were trying to restore this POS. Its been 7 months. Something has to give. Im in my 3rd rental car. None of the screens have worked well. **** has a lot to work on before they enter this new regime.

  Business response

  11/04/2024

  Good evening-

  We have secured the final replacement part(fuel pump)needed to complete the engine replacement for this 2019 **** Ecosport(vin number ending in 289069)today.  The parts have been on back order for months and the delay has impacted many **** Ecosport owners.  We certainly apologize for any inconvenience and have attempted to accommodate with reasonable transportation during this long wait for OEM(original equipment manufacturer)replacement parts.  This 2019 **** Ecosport(vin number ending in 289069)is scheduled to begin these warranty covered repairs this week.  Once repairs are completed, we will notify Ms. **** immediately.

  Respectfully,

  ******* *******

  Bill Estes Ford

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went for Oil Change and Tire rotation at the said company Bill Estes Ford, **********, ******* on July 6, 2024. During the trire Rotation, they remove the Hubcap. After I reachout the service Advisor ******************* several time to return my Hubcap, I was told it iwas Order by a Manager, but no ETA, I hav left a several message, but she dose not return my phone call or arrange to return the Hubcap. See the picture attached.

  Business response

  09/06/2024

  ****************** replacement wheel cover is here.  I have spoken to him and scheduled him back in to the store tomorrow to have it installed.

   

  Thank you!

   

  *****************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted a service employee who ghosted me. I went in but he was on vacation, did not call back 3 times, and when I went to the dealership I was met with eye rolls from the service individual. He did not want to give me any information. I had a recall and he pushed it back where I could not get reimbursed. He or the dealership did not provide any information the first time I left a message. It was like they knew to push back the warranty. The warranty was for ******* miles/2025 and I was within the window, but **** only gave me 60 days to reply. I would have been within the window if the dealership helped me the first time I entered the building. I had to goto the dealership 2 times and call 3 times to get help finally. The warranty states I am covered, but the dealership refused to help me promptly.

  Business response

  06/28/2024

  Good afternoon ********.  I've looked at the service history on your vehicle, particularly, as it relates to the brake booster repair that was completed at our *********************** June 21st 2022.  The repair that we completed for you and that was paid for by you was in fact included in a "customer satisfaction" campaign(Customer Satisfaction Program ******.  The official letter of announcement describing that campaign(see attached)was dated March 2024.  In the body of that ****************** announcement, there are instructions for a one time repair to units, at no charge to the customer, still showing symptoms of a needed repair with no history of the repair.  There is also disclosure in the announcement describing  "reimbursement" for repairs paid for prior to the March 2024 program announcement.  Reimbursement requests for repairs already paid for prior to the program announcement were to be made and contingent upon an April 30th, 2024 deadline.  You qualified for reimbursement under the program(see attachment).  It looks like your request for reimbursement date was June 4, 2024.  Please know that this is a manufacturer program with guidelines we are required and obligated to follow as part of franchise agreement.

  I will be reaching out to our **** regional service representative to inquire on possible exceptions for those that qualified for the reimbursement portion of the program however requested reimbursement outside of the dates of eligibility.  

  If you have any questions or need additional assistance communicating with ****************** about this manufacturer program, please reach out.  My direct line is *************.

  Respectfully,

  *****************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from this dealership in ********** *******. The salesman (he is now retired apparently) told us that the vehicle was a great deal and had all wheel drive. The specific reason we went to look at this vehicle is because we traded an all-wheel drive Cherokee and wanted a similar vehicle with all wheel drive. The salesman on multiple occasions said this vehicle was all wheel drive. He was very pushy and wanted to get home so he kept pushing us along also. I should have known not to trust these people, but my family just built a home in this community and wanted to give a local company my business This was a huge mistake apparently. I am not a mechanic but now I found out after having vehicle serviced it is 2-wheel drive and also that the vehicle is worth $8,000, and we owe almost $20,000. In addition, I had great credit at the time of purchase and the finance person told us he could only get us this rate. I will not let this go. Fair is fair, Bill Estes how much is it worth to have me on a daily basis telling people in town and in the ************ area how I have been treated? We will see?I am going to hire an attorney next month to get the process started. I have already talked to the local news station FOX 59 in ************ about what happened and judging by other ****** reviews and ******** these unethical people do this every day to many people with sales and service. Bill Estes may be happy with all his dealerships and not care, but I do care and will not give up until I have this situation rectified either by the dealer assisting us or by the court and social media.

  Business response

  05/13/2024

  ************-

  Thank you.  I've looked at the information in our system and it appears that your last visit to the dealership was July 8th, 2022.  Is this correct?  I don't see any information pertaining to an appraisal of your vehicle on file.  I'd like to learn more and assist where I can.  My direct line is *************.  Please call me at your convenience.  Thank you ************.

   

  Respectfully,

  *****************************

  General Manager

  Bill Estes Ford

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 15, 2023 a friend of mine recommended Bill Estes to me for a very good, dependable vehicle. This friend made a call to give them a heads up of my situation and needs. She contacted the used car manager to advise them of my situation, including that I am on a fixed disability income and that I desperately needed a safe, dependable, well running car to get my disabled child to his specialists and medical appointments. Upon this high recommendation, my mother and I went to the dealership. Upon arriving we met ****** and he then introduced us to *****, the salesman. He only had 2 viable options for us. I test drove a 2014 **** Escape Titanium and a Buick SUV. The Buick SUV showed signs of possible transmission issues during the test drive. ***** stated he would not sell me the Buick because of this. This reassured me that this salesman and dealership had integrity and looked out for their customers. My mom and I then purchased the **** Escape Titanium. ***** told us that we needed to get an extended warranty for the suv. He told us that the warranty he was adding would cover everything except basic maintenance (oil changes, regular brake changes), so we purchased the warranty. Before taking possession of the vehicle, ***** advised that the vehicle had not been through service yet. He asked me to bring the vehicle back on Monday December 18, 2023 for servicing and any necessary repairs. My mother and I both ********************* tell a service department employee that this vehicle needed to be completely serviced and to make sure anything that needed fixed, be fixed. Again this validated my faith in Bill Estes Ford. I brought the car back on 12/18/2023 for servicing and any necessary repairs. I was given a loaner vehicle at that time. I received my car back on 12/21/2023 with the assurance from ***** that it had been completely serviced and all repairs were made. Approximately 2 weeks later, an error notification came on the screen notifying me the antifreeze was low. I had to put in a quart of antifreeze at that time. Two weeks later, the same error showed up again. At that time, I made an appointment with the service department to find out what was going on. I took my car to the service department on 1/15/2024. I asked at that time if any loaner cars were available, and I was told there were none. They had my car in the service department from 1/15/2024 until 1/18/2024. I called multiple times that week for updates on my car, but I could not get anyone to answer my call, return my phone calls or even send a text or email response on the status of my car. I finally went to the dealership on 1/18/2024 to find out what was going on and to get my car back. No one acknowledged my presence for at least 15 minutes. ***** saw me and offered to assist me in finding out the status of my vehicle. My mother had just received a text message on the way to the dealership that stated my car needed approximately $1300 worth of repairs. She had also received an email a couple days prior stating there were parts in the service department waiting to be put on my car. ***** assured me she would find out what was happening. After several back-and-forth conversations, she said the service department assured her all parts listed in the email had been put on my vehicle in December. This didnt really add up with the email, but I took their word for it. She also stated that the text message stating there were $1300 worth of repairs needing done on my car that were not covered under warranty and that my warranty only covered a blown motor. The manager had offered to split the bill 50/50 with me. I didnt accept that as I had only owned this vehicle 30 days, was confused as to why there was 1300 worth of repairs when everything was supposed to be fixed at the start of this transaction. Th coolant leak especially made no sense to me if they had already replaced parts of the coolant system in December. I had no choice but to take my car to a private mechanic to work on the coolant leak. It is still an issue. Now, I visited a friend in ******* on 2/23/2024 and my transmission has gone out, locking up the car so that it cant shift, therefore I was unable to drive it. I had to contact ***** on her personal cell to have her contact the service department, as I could not get an answer when I called. She helped me by having ******* call me. We discussed what was happening with my transmission and that I had to get back home that day. He put me on hold for a while to speak with the sales manager, then my call was disconnected. He called me back within approximately 15 minutes stating the transmission should be covered under the power train warranty. He gave me the roadside assistance number covered under my warranty, but he wasnt sure how far they would tow my car. I called the roadside assistance and started a service call with them. They would not tow my car home. They would only tow it to the closest dealership, which was in *******. I continued to wait for ******* to call me back concerning a loaner or rental car so I could get home. I called multiple times for approximately an hour trying to contact him about the loaner car. I finally had to contact ***** again and as usual she was very helpful getting ******* to call me back even though she was off work and on vacation. He called me stating there were no loaner cars available. He told me to contact the main number for the warranty company on Monday to see if they will cover a rental car and if they do, its usually reimbursement to me after I cover all of the upfront cost of the rental. I was told in January that the service department said that my warranty basically only covers a new motor. Then ******* told me at the time my transmission went out that the warranty should have covered the coolant leak, and he doesnt understand why it didnt and it should cover the transmission issue Im now dealing with. Im really not happy about this conflicting information and absolute uncertainty about what this warranty will or will not cover. Im also frustrated that my old, falling apart car was actually more dependable than this SUV is turning out to be. ABV towing finally got my car towed to Heritage **** dealership in *******, **, Saturday around 2 pm (it is STILL THERE waiting to be fixed). I had to call the same friend who referred me to Bill Estes dealership to drive down to ******* to get me home. Im very upset about all the issues and absolute lack of appropriate resolution by Bill Estes Ford. I am wondering what I have done wrong. This suv has been in the shop every ***** days since January and is constantly costing me in repairs and loss of my only transportation which it was supposed to prevent. This has caused a huge financial burden when added to the monthly payments when Im on a very fixed income due to a disability. And I now have to figure out how to pay for the repairs at a dealership 3 hours away from home then how to get my car back home. I have now been without my vehicle almost 3 weeks. I have tried contacting **** Estes General Manager, *****************************, twice via email and I have received no reply. I need my vehicle completely repaired and brought back to me promptly. I have NO dependable transportation until my vehicle is fully repaired and brought back to me.I ******** be having this much trouble with my vehicle nor should I be having to fight this hard to get Bill Estes to make this right. As far as Im concerned, theyre selling vehicles under fraudulent conditions and lying to the customers about the condition of the vehicle and the truth of what the warranty actually covers.

  Business response

  03/28/2024

  Tell us why here...We have helped secure a loaner vehicle for ***************** while the service concern for her vehicle is being addressed at her local **** dealership.  We have also communicated with **** Motor Company on her behalf as it relates to her local **** dealership servicing a warranty repair.

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They sold me a vehicle that was supposed to be mechanically sound. It was supposed to have been completely fixed and have no issues. This vehicle has been in the shop more than I have been able to drive it. They did not offer any loaner vehicle to me for 3 weeks after the transmission failed on my vehicle. I was told the loaner vehicle was mine to drive until mine is fixed but the next week I was told they cant let me drive the loaner for very long because they need it back. I am still waiting for my vehicle to be fixed at the **** dealership in *******. Bill Estes sold me my suv under false statements and guarantees and are now refusing to make any of it right. While I appreciate the loaner vehicle, I am very disappointed that I was lied to about the condition of my suv when I purchased it. I am very anxious to have my suv fixed properly and returned to my possession. I am very dismayed by the lack of support or concern from this dealership in regards to this issue.
  
  Regards,
  
  *******************************
  

  Business response

  04/24/2024

  Thank you ******************.  We apologize for the delay with your repair.  We've spoken to your servicing dealership(your local **** store)and asked that they expedite the repair.  They've communicated a tentative completion date range of between April 29th and May 1st.  We're happy to continue to provide transportation for you.  We'll follow up with the dealership that's completing these repairs for you on April 29th to confirm completion.  

  Thank you for your patience.

  ***********************

  *************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2018 ******* Santa Fe Sport vehicle for $16,226.00 on February 06, 2024. The purchase included the **** Blue Certified warranty which is a 139 point inspection, 90 day ***** mile warranty whichever comes first and a 14 day/***** mile money back guarantee. Cover component is an oil pan. On February 8, 2024 I called ***********, *********************** at ************ on his cell and he said he would have the service department contact me about setting up an appointment. I never got a call from the service department so I called myself and made an appointment for February 10, 2024 at 12:20 p.m. I dropped the call off actually a little before the appointment time and left it there and said I would pick it up when the repairs are done. On 2/13/24 I was notified that problem was a drain plug and it was replaced so I picked up the car. I noticed on 2/14/24 that oil was still leaking. I made another appointment and dropped it off on 2/20/24. Phoned for status several times to my service advisor, ***************************** phone number ************ and e-mailed him at ****************************************** on 2/21/24,2/22/23,2/23/24 with no response. I called phone receptionist ****** on 2/23/24 and she said the advisor was just waiting on my authorization for a new oil pan and battery. I told her I was never contacted and I authorize this work to be done. I decided to drive to the Bill Estes ************* on 2/23/24 around noon that same day and got to talk in person with ***************************** and he explained that it needed a new oil pan and battery but he had to wait for authorization from **** warranty Representative. On 2/26/24 I called **** 6 times with no answer so brought up the situation with **** and he said he would speak with ****. I got a call from **** explaining he has been trying to get authorization from **** but they won't give him an answer. I have called 2/27 and 2/28 with no response from ****. I purchased a car at the beginning of the month and still have no use of it as it has been parked in the back of the service **** and due to the delays I can't even use the 14 day or ***** mile refund if I wanted to as the service department has delayed repairing the oil pan for almost a month when they should have diagnosed the real problem on 2/13/24 and I have yet to hear back from anyone today and I have called both **** and **** and I still do not have a car to drive. All I want is the correct repair to be done to the car so it does not leak oil. Can anyone help me. I feel like I got a lemon of a service department.

  Business response

  03/01/2024

  Thank you.  We've spoken to **************** and we'll be replacing the battery and oil pan first part of next week(March 4th).  We've had multiple conversations with **************** and he seems understanding and content with our course of resolution.

  Customer response

  03/01/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my vehicle in Bill Estes Ford in ************** for over a month now and I have called and called emailed and I am getting no phone call back from anyone. They keep telling me that it is 4-5 months before they can get anyone to even get a diagnosis it. I am borrowing a vehicle just to even get back and forth to work. My warranty company said they can not give me a rental car until it gets diagnosed. I am lost and don't know what else to do. Please can you help

  Business response

  02/28/2023

  We are starting work on this repair this week. When we call the listed number from our work phone it states disconnected. I tried it from my cell phone and was able to leave a message. Customer can reach out to me directly on my cell phone ************.

   

  Thanks ,

   

  ***********************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had taken my vehicle in for repair in Feb 2022. They had a tech began working on it, then week later after calling for an update, *** the service rep advised that my vehicle would be done in week. Called back to see the status was and found out that the tech was no ***** working on my vehicle due to getting fired or quitting. Now this puts me back yet another week without my vehicle. **** service manager stated they would get another tech right on it. This new tech had to supposedly look back over what the previous tech may have touched. *** advised that it would be another week before my vehicle would be done again. That week came and vehicle still wasnt ready. Asked to speak with GM or I wanted corporates number. End up speaking with GM *************************. He had just started at this location. He was able to get my vehicle done within the next week. However, the tech rushed the repairs on vehicle. This was not a job that couldve have been rushed due to it being my engine. My vehicle was done on March 8, 2022. It was taken to the transportation truck for it to be shipped to **. As my vehicle was sitting in garage I noticed an oil leak. Took it to dealership here in ** at ******************* Dodge Jeep and Ram. Advised **** Estes, *********** of the leak and wanted to know what the warranty for repair covered. Service Rep ***** at Autonation Chrysler and I were reaching out to **** Estes every day trying to resolve warranty, per ************** was unavailable. I had to fly back to ************, to speak with someone which was ****************. Tech in ** was able to began with repair and discovered that repairs were not done correctly and that if I did not notice leak it wouldve caused more and major damage. The gasket was put in crooked and incorrectly. ***** service rep and I have been trying to get this resolved with **** Estes regarding payment and been having a difficult time with someone returning our call once again. Yet again, I am without transportation again.

  Business response

  06/23/2022

  Thank you for bring this to our attention.  We certainly strive to provide excellent customer service, as such ****************** provided his personal cell number to **************** when he last spoke to her about two weeks ago, but has not been contacted since.  ****************** will reach out to *************** today to discuss resolution. 

*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. ↩