Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ****** the finance manager, has failed to cancel the two extended warranties and the theft protection on a vehicle I bought from Tim Short Ford in December of 2023. I have requested this cancellation since August of 2024 and yet it hasn't happened. I can't trade the car in until I can get an accurate payoff, which I can't get until the warranties and theft protection are canceled. Please help me get ****** the finance manger, to cancel these. I have contacted the bank and the warranty company ; they say I have to go through the dealership. ** ***** (I don't know his last name).

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a used 2018 Kia Cadenza and shortly after purchase I started smelling a burning smell. It started losing power and the engine locked up while we were taking it to the lot for service. They are now not wanting to replace the engine. They have a huge banner in their showroom that says Lifetime engine warranty on all used vehicles, yet they are making every excuse to not fix it. We simply want them to either honor the warranty and fix the car or replace the car. The salesman that we purchased the car from told us he would work on getting something worked out and without any word, left the business. Hopefully something can be worked out without us involving a lawyer.

  Business response

  07/31/2024

  This vehicle ***************** (2016 Kia Cadenza 80,847 miles) was brought into us and we wrote up a repair order on April 2^nd. Customer states vehicle started making noise and engine light came on and vehicle quit running. Upon investigation found vehicle had connecting rod bearing failure in the lower end of the engine. We followed normal procedure and priced the engine needed for the repair and called it into the customers extended warranty company. With claims over a certain amount, warranty companies normally send out inspectors and instructed us to tear down the lower end of engine to have the point of failure visible for inspector, and they always request service records from the customer to be sure that regular maintenance is performed and followed to protect the vehicle components. The customer did have one oil change receipt from a quick lane at 79045 miles I believe. Engine oil pan was removed and bearing caps were removed showing the bearings that failed, and the warranty company was notified to send their inspector.

  The inspectors findings and observations was consistent with the technician. All 4 connecting rod bearings showed scoring (scratches) and were very dark. The inspectors report stated that the dark discoloration is consistent with excessive heat and could only be caused by lack of lubrication. He was correct, because when the vehicle arrived it was five and a half quarts low on oil and only had a half of a quart in the engine. Being driven so low on oil would cause the scoring, and dark discoloration on the bearings making the engine knock loudly and eventually quit- as the customer described.

  The timeline for this vehicle was as follows: Vehicle purchased end of December- 895 miles later, customer had oil changed and stated they weren't sure if it was done before purchased so they had it done anyway (there was no known report of oil level being low or out of normal from this service)- 1802 miles after that vehicle was almost completely empty on oil and engine failed due to that lack of lubrication. Since vehicle was checked during inspection for leaks or holes that could explain the oil loss there were none found. No report from the vehicle owner of the oil level being checked or outside of normal. The vehicle would have to be consuming about a quart of oil through combustion every 300 miles which would normally result in poor economy, misfires, rough running and smoking out the exhaust, or the quick lube who performed the oil change did not properly fill the engine with oil during their service and this resulted in eventual engine failure. This is why the warranty company declined the claim to replace the engine under their warranty citing “lack of lubrication” resulting in failure and not a defect in materials or workmanship and a form of neglect and is not covered under their warranty. We attempted to influence the warranty company and try to help the customer's claim be covered but it is in their guidelines for the warranty and could not be changed. This warranty information is given to each customer upon their purchase of an extended warranty for their review and signature. I know the dealership would help try and process a cancellation and refund for the extended warranty or even some assistance in the repair process, but because of the circumstance we are unable to replace the car for full purchase price or repair the vehicle at no cost. It would seem like this issue is twords the quick lube that serviced the vehicle and possibly the warranty company. We here at Tim Short Ford/Lincoln have kept the customer in a dealer provided rental during this trying time for them and at this point have expended well over 4 thousand dollars in that provided vehicle alone.

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Tim Short Ford dealership in Hazard, KY, regarding the unsatisfactory service experience I have endured with my 2014 Ford Focus. On July 13, 2023, my vehicle experienced an electrical short that caused it to turn off while I was driving through Hazard, prompting me to have it towed to Tim Short Ford for repairs. Since then, I have faced significant challenges in obtaining updates on the status of the repairs and have experienced prolonged delays in the resolution of the issue. Despite numerous attempts to communicate with the dealership, including phone calls and messages, I have received minimal information and have been met with unresponsiveness from their end. The lack of communication and transparency regarding the status of my vehicle's repairs has been deeply frustrating and has left me feeling neglected as a customer.Furthermore, the dealership's failure to effectively manage the repair process has resulted in prolonged inconvenience and financial burden for me. Despite being assured of progress and provided with a quote for the necessary repairs, including the purchase of a body control module, subsequent delays due to backordered parts and staffing shortages have been unacceptable.I have diligently kept records of my communication attempts, which include over 360 minutes of phone calls to the dealership, numerous voicemails left, and unanswered messages. Despite expressing the urgency of my situation and the critical need for my vehicle as my primary means of transportation, the dealership has failed to prioritize my concerns and provide timely updates on the status of the repairs. As a customer, I believe that it is essential for businesses to uphold high standards of customer service and to fulfill their obligations in a timely and transparent manner. The lack of accountability and failure to address my concerns adequately has led me to seek assistance from the BBB in resolving this matter.

  Business response

  05/31/2024

  comments in attached file

  Customer response

  06/07/2024

   
  Complaint: ********
  

  I reject the response since as of Friday, June 7th, I have not received a call regarding my vehicle, which makes me feel that my case is not being given the importance it deserves. I have included a letter voicing my concerns and additional items that need to be addressed as well.

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

  Business response

  06/24/2024

  The service manager and the complaint have had several discussions on this manner. I do believe that this situation is under control. 

  Customer response

  07/02/2024

   
  Complaint: ********
  
  I am rejecting this response because I still don't have my car. While I acknowledge and commend the efforts made by the service manager (he has been very helpful) to resolve the issue and I do appreciate the line of communication, I still remain without my vehicle. This situation has caused significant inconvenience and frustration. I do not want to sound harsh, but I just want this issue resolved as soon as possible. As of July 13, I will have been without my car for a year, which is only about 11 days away. With the 4th of July approaching, there may be additional delays or days when people are off.  Again, I do appreciate the efforts, but all I want is to get this resolved so that I can go back to my normal routine.

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Tim Short Ford of Hazard Ky sold me a 2013 Ford f150 4x4 and convinced me to get an extended warranty costing over 2000.00 dollars. My truck is having issues with the transfer case and they will not honor the warranty after they told me it would cover everything except belts hoses or brakes. I want to have my truck fixed or my money back in full for the purchase of the warranty..

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car yes I know as is but when I called to tell them that the car did not want to pull a hill and getting hot they would not answer my call. Tried multiple times a day and then I went up there they said it was my problem now. Said they would help me by getting another car but I can’t get a hold of them or have them call me back. The car was a lemon and it took 4 hrs to change oil and it got hot after that. They do not plan on helping they just keep lying to me.

  Business response

  10/23/2023

  The car was bought as is but when something was said that there was a problem, we told the customer to bring the vehicle back in and we would help her with the cost. It was brought back in and the oil was changed free of charge and the technicians could not find anything wrong with the car. 

  Customer response

  10/23/2023

  ********** 20755987
  
  I am rejecting this response because: I hooked the car up to code reader came with two bad codes and we have been lied to multiple times about them going to help us. They have no intention of helping me and they changed the oil that day and it took 4 hrs to do so!
  
  Sincerely,
  
  ***** ******

  Business response

  10/25/2023

  I'm really sorry to hear that, but....if no one would answer your calls I'm confused as how you brought you're car into have it looked at and received a free oil change.  Our GM also drove the car and found nothing wrong with it. 

  Customer response

  10/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had to bring the car to the lot also they didn’t offer a free oil change I ask the day we bought the car if they would give us a free oil change. The GM drove the car he isn’t a qualified mechanic and the car only does it on hills at a stop. When I had the car coded the guy told me not to drive the car because the oil pump was going out. When I pull a hill a TRACTOR can pass me something is wrong the car. I had someone else drive it and they said it was not shifting right it was getting stuck in a gear when going up a hill if not at a fast speed. I called multiple times up there and no answer so I had to take the car up there multiple time which is 1 hr something away each time.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on September 9th 2023, I paid 3,000$ cash down plus traded my car in for a 2018 ford escape. As soon as I left the car lot with the car it tore up saying it was over heating, and went into protective mode with the check engine light on. They put a new purge valve in the car then gave it back to me on the 13th, it done the same exact thing again 2 hours after getting the car back I returned it the following day (sept 14th) they put a new thermostat on the car and I got it back on sept 20th, it messed up again doing the same exact thing the next day on the 21st I returned it on the 22nd, they put a new water pump, temp sensor and some other sensor on the car. I got it back on October the 5th, I was told by the sales manager that if it messed up again they would find a way to let me trade out cars and find something different because that was the 3rd time trying to fix the same issue, I had the car 2 days and it messed up on October 7th so I took it back to the lot and now I’m being told that they can’t let me switch out cars because they are going to try to fix the same issue again for the 4th time. I bought the car over a month ago and have only had it a total of 5 days.

  Business response

  10/17/2023

  Yes she did bring her vehicle back two or three times and each time was provided with a loaner car to drive, sometimes its not as easy to fix as customers would like. The problem was that a friend of the individual came in and was cussing and degrading our GM and our service team. She also threatened to get a layer(and this is not even her vehicle) and when anyone threatens with a lawyer then our GM stops the conversation.  This situation should not have reached someone cussing and throwing a fit. 

  Customer response

  10/17/2023

   
  Complaint: ********
  
  I am rejecting this response because: it was more then 2 or 3 times! It was 4 to be exact. The issue isn’t someone showing up there and acting out. The issue is, is that I have only had my car a total of maybe 5 days in owning the car for over a month. I appreciate the loaner car but after trying to fix the same issue multiple times I think that something else should be done about it. I also had no idea that, that “friend” had even went to the car lot and done that. That lady isn’t a friend of mine, she was my friends mom and I had no idea any of that even happened until hours after she had went and done it, I got a phone call saying that it had happened, so I do apologize about that situation because it had nothing to do with me. 
  
  Sincerely,
  
  ***** *****

  Business response

  10/18/2023

  I understand you're frustration, we have no problem with trying to resolve this situation with you.  The only reason the communication was halted was because of the ladies conduct and yelling lawyer.  If you are in agreement, just come down to the dealership and we will try to get this taken care of asap. 

  Customer response

  10/18/2023

   
  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.
  
  Sincerely,
  
  ***** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to buy a jeep Liberty they had. Provided all the information. Paid by debit card $ 600 and $200 on a credit card for my downpayment by phone with employee named ***** I was told it would be delivered in 2 days to me in TN. I had ask 1st thing would they deliver since I'm in a different state. Then I was ask to come pick it up. Then told I'd have to pay out of pocket to have it delivered to me. A day was set up. Then nothing. No response to texts, calls. Never received the Jeep. Then I was told oh it's the bank not us. When I provided all the info again and still no Jeep I requested my money back. I was told the lady who does that's father died. No one knew how. So I was told I'd be written a check and it would be overnighted. Never came. Then I was told it was reversed on the card, but there were 2 cards? Still never came. Then it was reversed but not sent? And going to be an additional 10 days. This would be over 15 days. I ask **** my sales guy to involve his manager. He wouldn't. I called and left messages for the manager with no response. I was told the manager couldn't even write a check so I'd be wasting my time talking to him. I'd get my money back when I get it. I have all the texts where I was told multiple different things and I feel just lied to. I feel they were going to have to pay themselves to have someone bring the Jeep to me and decided it was not worth it because it was a less expensive vehicle. But keeping my deposit 15 days is wrong.

  Business response

  09/08/2023

  I'm not sure why I am getting this complaint.....this money has been returned to the card!! It was returned to one card PER the customers request. I understand it may have took a few days, our cashier's mother had been sick and did pass unfortunately. A little compassion goes a long way.  Regardless this situation is resolved. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2015 Kia Sorento in sept of 2022 for around 17,000 before Interest, with down payment of 2000 all told around 22,000 for the vehicle. I drove the vehicle until around March of 2023 when I started having power issues. This ended up being 2 cylinders being down I the motor stated by Tim shorts. The vehicle has since been i their possession I have not missed a single payment. They have give me the run around about parts an when they are gona fix it I’m tired of it. Tim shorts has a 100,000 miles warranty on all used vehicles along with kias warranty that covers the motor itself. All I want is my vehicle fixed and the warrant they have stood by. Thanks

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On approximately May 23, I bought a 2016 Ford f-150. The dayI drove it off the lot the engine light came on. Immediately called an informed them and took it back the following day. They placed a hand held computer reader on it and I was told it was a sensor out and they would order it for me. Called at least once a week and was told it had been ordered. After approximately 3-4 weeks I spoke with service and was informed it wasn’t ordered but they would get with the salesman and get this taken care of. As of June 28 still no sensors which I continued to call weekly and sometimes more frequently. On June 28 a wrench light came on and the vehicle taken back. This time took it to service department. After them checking it out I am told the turbos are out. Continue to call frequently checking on status of the vehicle. Today I am told that the head is cracked, it is on back order and don’t know when they will get it in to repair the truck.. I asked them today if I could get a loan vectors drive (the extended insurance covers all this) and was told that they didn’t have any to loan. My hope is that they will take they vehicle back and pay off the loan.

  Business response

  08/11/2023

  I went down and spoke with my service manager and was told that the vehicle had been brought in and it actually is on a rack waiting on parts that are on back order.  Unfortunately, we have no control over when we can get the parts. As soon as we do the vehicle will be repaired.  

  Customer response

  08/13/2023

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

  I spoke with **** ****** **** Lexington the day I filed the complaint and was told they get their parts from the same place as they do and they could have them in 2 days if I chose to move vehicle to their service department they would be happy to help me 

  Business response

  08/22/2023

  You need to go back to that dealership and see if they are after market parts.  We put quality parts on our vehicles. This vehicle is in one of our bays taking up space, when we could have used cheap parts to get it out of service.  We don't do that.  

   

  Customer response

  08/24/2023

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

  i spoke with Tim Short last Tuesday 15th and was told my part was in but still haven’t repaired my truck. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2014 Chevy at Tim shorts on Friday June 2nd literally at closing (was doing paperwork after closing) and on Monday we went back in and told them the frame is broke , they said they would fix it, and fix it right not a cobbed up job, I had to keep calling and calling about a week to see when and I went up there on my lunch one day and they said bring it the next day at 4:30 on a Wednesday and it would take a day to fix and they would call but come get a rental qt 4:30 the next day, July 4th would have made 2 weeks it was there . July 5th they called me and told me it was fixed , we went up there and looked under it before talking to anyone , no all they did was tare off the spare tire bar and the the frame is still broke, untouched, when I asked them why I was told it was fix they said they fixed all they could, after they had been telling me 2 weeks they was going to have a professional welder come in, and also told they was sending to one . And neither one happened . They made us leave the loaner and take our truck, until we find someone to do it, and said they would get the part and still pay to fix it if we take it to someone that can ..I had an employee add me on Facebook and tell me they are just waiting for us to run out of time and not do anything further. That we should just call the finance company and let them know, but we want the truck there isn’t another one there we would want instead, but we just want it fixed. They put us in a vehicle we love and want but now have to deal with this ??? And then I’ve tried calling and texting the manager july 13th I texted and today july 28th still no response they was ignoring the fiancé company as well and they finally responded to them that there was no damage which they no better we showed them and they kept it two weeks for nothing .

  Business response

  07/28/2023

  After speaking with my General Manager ****** ********* he told me that two of our mechanics looked at the frame and said nothing was wrong with it. We have had a witness come to us from the gas station above us and tell us that while putting gas into the tank they were accelerating the gas. Trying to do what to the vehicle is unclear. We hate that the customers are not happy with their purchase but we have tried to fix this situation. 

  Customer response

  07/28/2023

   Complaint: ********
  I am rejecting this response because:untrue, he knew about the frame, said he don’t know how serviced missed it ,they paid to have the frontend part fixed (added messages between me and chitwoods the only reason the vehicle was took to them and left was to have a“professional welder” fix the frame,it was took to them the very next business to to show them it was broke Julian came out and looked at it &said he would get up with me and have it fix and fixed right OR they would let us go back in the deal, I called and messaged and finally got a response the 13th that he was talking with him(professional welder) he’d let me know then sent a second message saying the 19th he would send a reminder they would do it the 20th,on the19th I texted and no response and again on the 20th still nothing so I went there yet again on the 21st he told me come get a rental on the 22nd at 4:30it would take a day and I asked so Friday I called they said no the person had been to do it , and then Monday service sept.  said the one working on it left it on the rack didn’t know if it was done or not then after 2weeks of calling the salesman adam called me back and said it was done , and it was not They didn’t touch the frame.when I asked chitwoods why said they did all they could there ! Well you said you had a outside professional welder going to do it?What happen to that No all they did was hold it so the 30 days was up on there warranty , liek they have several other people I didn’t know they was this bad until after I purchased this(Also in the abovemessages)after I left there was a person called me from the ford store and told me add a group on Facebook “hold car dealers accountable” and tell our story they would be meeting with law makers to try to make these things better(Steven merit)added me on fb and to the group!He told me plain that they will just keep putting me off i until my 30 day warranty with them was up. 
  Sincerely,******* *******

  Business response

  07/31/2023

  When you ORIGINALLY brought the truck back you said it was missing a cross member.  Three of my TOP mechanics put the truck up on a rack,  there was nothing missing or bent or broke.  I just called one of my mechanics up to my office and they said that if that frame had been broken when they put it up in the air on the rack that the whole truck would have broke into.  The frame was not broke.  Not only that but one of my mechanics saw the truck at the gas station right beside of the dealership and the gas cap had been taken off and the engine being revved up.  Not really sure what you were trying to do there.  Plus, I also found out that the man that was with you came in and put hands on my salesman, that is NOT how we operate business.  We have tried every way we can to please you with this vehicle.  

  Customer response

  07/31/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  You have Now said that twiced about the gas station first time it was” a by stander” ???? now an employee! What would racing the motor do without a gas cap ? Not sure what you’re even getting at there ! At first you even ignored the fiancé company until you came up with a lie! And sorry “sir” but your salesman is wrong bc the frame was broke and you knew that  you climbed under it and looked 2 days after the sale ! It’s not a fresh break anyone can look at it and tell!! and you said “I don’t know how serviced missed that! and if so, why didn’t he press charges!? Y’all don’t care to put piece of s*** you out on your lot to sale, but can’t afford to make it right, do you know how many have complained lately I had a lawyer tell me I’m the 2nd to call him in like 4 months ???? this is bullshit and you know it , your a coward hiding behind that big fancy name of Tim shorts ! I know one of your employees veryyyy well and I know how y’all do business , well actually a couple of them but Yeha I promise you I am going to get this fixed! You want to act like it’s coming outta your pocket or something working your “manager” row and people like that are why business sink! And the name is definitely going down lately and I had no idea or I wouldn’t have came ! You your self said you had an outsider coming to fix the frame !!! That never came ! And you held it two weeks so the warranty is up ! No one is stupid buddy. Have a good one ! 
  Sincerely,
  
  ******* *******

*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. ↩