Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier in the year there was an issue with my cars transmission. I took it to Rays for service. It took them MONTHS to repair it. When I got it back from them, I notice that screen that covers the sunroof is messed up and hanging. I took my explorer to Rays Ford on July 11th for repairs. It was an issue with the power steering. I informed them of the sunroof issue and they said they would take care if it. The car sat for months untouched while they allegedly waited for a bay to open up that they could do the work in. I asked for a timeline, they stated they could not provide one. After sitting for months, and after numerous calls by myself to them, they finally get it in a bay for repairs. Put the new part in. Again I have to call them, for them to say, oh we must have got a bad part because it’s still showing error codes. I ask for a timeline, they cannot provide one. New part comes in, car still sits. I again call and request updates, still no timeline. More weeks pass. Finally a new manager calls after I have been calling. Says bad news, it wasn’t a bad part there is an electrical system problem. I again ask for a timeline, cannot provide one. The new manager says he will get it done, and he seems to. In less than a day they fix the electrical issue, that should have been found and repaired months prior. I would like a discount on the repairs to compensate the months my vehicle was unavailable for use, as well as an adjustment to the financing terms to allow for $0 down to pick up the vehicle they have held, and still not fully repaired, no one mentioned any repair to the sunroof that was damaged while on their lot.

  

  Business response

  11/15/2024

  i was given the task of investigating this complaint here at the dealership and had to locate information under the last name ********* instead of *****M. Once I found this, here is what I found:

   

   

  Please read the attachment.

  Customer response

  11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  There was no “good faith” gesture made. There was no actually response as to the extraordinarily long time it took to complete the repairs. There was no resolution offered whatsoever by Rays. 
  

  see attached

  
  Sincerely,
  
  ******* ******

  

  Business response

  11/21/2024

  As it is not common practice for this dealership to offer in-house, no interest financing of vehicle repairs, we consider this offer a good faith gesture. ******* ******'s point of contention continues to focus on the rejection of our offer of financing the 2nd repair to her vehicle with 0 money down. We are sticking with our original offer. This will be our last response to this case.

  Customer response

  11/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  there was never any effort made by Rays to amend the situation. Just statements that were irrelevant to the issue and that they were unwilling to off any compensation or even apology. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday. 2-19-24 I took my vehicle in to have an oil change and alignment done. I made this appointment a month or so in advance. They knew I was coming in for this purpose. Had to take off work early and everything. My ALIGNMENT was not bad at all. Not hardly even noticeable. They take my $60,000 car back. It is back there for LONGER than an oil change. The service guy comes out and says we didn’t do the alignment because we need to order parts. He stated it is not that bad or noticeable as well. Those parts are 300$ + Did I want to order them? - I said I would think about it and let them know. I go to leave cause he said they were all done. I don’t even get HALF a mile. My alignment is 100X worse. And pulling in the opposite direction. I call them and turn around immediately!! They drive my car. Take it in the back for another period of time. Then the manager comes out and says. Look I’ll order the parts and we will pay for them. You’ll just have to pay for the alignment portion. (Which I was only supposed to do in the beginning anyway) My 60,000 car now that they have messed up. I have to drive with it pulling so hard to the right. Prob ripping my tread day by day for 2 weeks. I call them to try and be nice since this is their fault. They will not help me resolve this problem. They will not offer me a car in return until then. They were completely unprofessional and basically called me a liar about my alignment issue. This is BS and not acceptable for this kind of business. For this amount of vehicle care. Worst costumer care, apprehension and concern. Absolutely appalling. This needs to be addressed and fixed immediately!!

  

  Business response

  05/10/2024

  See attached response from the business.

  Customer response

  05/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  DEAR *** CO,

  The 300$ that I put on the list for BBB was because that is what it would have cost me at minimum for the parts you claimed you needed. 
  Which I should not have to pay because this whole experience was due to your company’s inexperience. My vehicle was not brought in and left the same - esp considering that you did no alignment… Yet you tell my bf you did.. so which is it? 
  If BBB doesn’t handle this. I’ll go higher. 
  I have taken my lease owned Jeep Chrysler vehicle to a dealership that is supposed to be praised as yours should since you have there name on your company. 
  I have received a lot of information on what your company and employees did and did not do with paperwork. I also received a rental car while they fix up your COMPANYS mess. 
  This will be made known to the appropriate people. 
  300$. No…. All I wanted was a rental car until you could fix what YOUR place messed up. You expected me to drive for WEEKS until parts came in messing up my car even more. You could not talk to me about my concerns. You didn’t try to make them right. You expected me to just deal with it! (Oh by the way. What ever you claim to have done when my bf brought it up. Well you did nothin) 
  You called us lairs. You did not own to your mistake. You cared ZERO about costumer satisfaction or concern. Your service people were rude and nasty. AND still you make it sound like I am the bad and wrong one. 
  I brought my car for an oil change and a check. I left with an extremely messed up alignment then what I came in with. With no offer of an extra car until fixed. Yet you are focused on 300$$ laughing out loud.
  Once my car is appropriately and professionally completed with all paperwork from a reliable and experienced, nice mechanic. I will GLADLY keep everyone posted!

  Sincerely,
  
  ******* *******

  

  Business response

  05/15/2024

  
  
       MS *******, at no time did we say that we did an alignment. You asked us to check your alignment because your vehicle was not driving as it should. We inspected your vehicle, and it was determined that your vehicle required camber adjusters to do a wheel alignment. We informed you of this and ordered the parts. A short while later you called in and requested that we provide you with a loaner car while waiting for the parts to come in. Normal wear and tear items and proper user maintenance items such as wheel alignments do not justify free loaner cars, nor are rental cars reimbursed by Chrysler, LLC. And when we informed you of this the language you used on employees here at ***’s was totally unacceptable and shocking.
  
       Bottomline, we did not do an alignment on your vehicle and never at anytime did we insinuate that we did.  I wish you good luck in your future endeavors and sincerely hope that you can find a dealer that can make you happy.
  
  
  
                                            Sincerely,
  
  
  
  
                                              *** ********, JR.
                                             Dealer/General Manager
  
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  So my car has an active CSP (customer satisfaction program) which is pretty much just an extended warranty for a recall. Well the recall involves my TCM (transmission control module) and over a month ago my car started acting up really bad, going in and out of gear and sometimes not going into gear at all. It had stalled out on me multiple times pulling into an intersection and just became increasingly worse and unsafe to drive. I took my car to the Ford dealership on June 22, 2022 to get it repaired. After they diagnosed my car and found that it was in fact the TCM they opened up a ticket in their system for my car to get it repaired. Well I was informed that the particular part needed to fix my car has been on backorder for 7 months and the dealer has no idea when Ford is going to be making and or sending anymore. My guess is that Ford knows about this because under the CSP/Recall they are supposed to cover and provide me with a rental car for how ever long it takes for my car to get repaired. Well this dealership apparently didn't have any rentals available and I spoke to Ford customer service and they couldn't help me with it either. So now I'm left without a vehicle and Ford and the dealership haven't given me any help or hope that they can help me with a vehicle.I have a * **** *** and * **** and this is our only vehicle and since all of this started I have lost my job due to not being able to make it to work and the Service manager ******* is even refusing to give me any updated paperwork showing that he submitted everything that he needed to.

  

  Business response

  07/28/2022

  Dear Better Business Bureau,

  We have received a copy of a complaint from Mr. ****** ****** that was sent to your organization. Your cover letter to us was dated 7/25/2022.

  Mr. ****** had requested an appointment for our Service Department to check out his 2013 Ford Focus, VIN *****************, with mileage of 139097. The Service Department was able to get his vehicle in to check out earlier than his scheduled appointment. He indicated he had a transmission problem and that Ford Motor Company was aware of the problem and had a Customer Satisfaction Program that addresses this problem. We are in receipt of the copies of the program that was sent with Mr. ******** complaint. Sticking to the facts, Ford Motor Company states they will replace a defective TCM (Transmission Control Module) on eligible vehicles. It appears that Mr. ******** vehicle falls within the time and mileage guidelines provided by Ford Motor Company.

  After diagnosing Mr. ******** vehicle and confirming that a TCM is needed, our Parts Department proceeded to order this part under their emergency, vehicle inoperable, designation. The TCM is currently on backorder, with no ETA as to when we will receive the part for Mr. ******** car. Ford Motor Company is aware of this parts availability problem and have Rental Vehicle Reimbursement provisions described in the attached document we received from you. It spells out exactly what the Ford Dealer must do to request authorization from Ford Motor Company. We have been attempting to get authorization from Ford Motor Company, and as of this date have not been able to get approval. Mr. ****** has rented a car from ********** *** ******, and these funds, as well as future funds, are what we are seeking authorization. Ford Motor Company clearly states that the initial request can only be up to 30 days, and any future requests must be filed separately.

  Ford Motor Company will pay for any Ford Dealer to make this repair and any Ford Dealer can initiate the claim. We currently have Mr. ******** vehicle here at the dealership awaiting the arrival of a TCM to repair his vehicle. Ray’s Ford does not have rental cars available for this type of rental. However, we are willing to repair the vehicle, under Ford Motor Company guidelines, as well as claim and ultimately reimburse any rental car expenses incurred by Mr. ****** that Ford Motor Company chooses to approve.

  Upon speaking to the Service Manager, the Shop Foreman, and the Service Writer, all 3 said Mr. ****** has been belligerent, using loud, fowl language to all Service employees. We have no intention of tolerating this behavior any further, but will continue to pursue getting the part and repairing Mr. ******** car as long as he communicates in an adult manner. The attached email to our Service Manager, ******* ******, will confirm our efforts to solve Mr. ******** problem.

  This will be our only response to this complaint.

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

  Business Manager

  (270)422-4901

  www.raysford.com

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
  

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*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. ↩