Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  this dealership has had my car for allmost 2 and half months waiting on a transmission

  Business response

  12/26/2024

  We are waiting on a transmission and his complaint is with Ford.  We can't do anything for him until **** sends the transmission.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2024 **** Explore in May from this dealership, 2 months after owning it the nightmare started. The motor blew up, all the safety features on the car quit working and the sunroof leaks water which has caused the entire interior of the vehicle to get wet and cause moisture build up on the windows and the car to Reak of mildew. This place of business has not even attempted to reach out and provide help with a vehicle that is a lemon or offer to purchase the vehicle back due to the health and safety hazards of it. I will NEVER purchase another vehicle from this place again.

  Business response

  12/03/2024

  We are working with this consumer and currently have him in a loaner vehicle while we make repairs. I believe this was meant to be filed against ******************* 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  COMPLAINT BY ***** ***** AGAINST CLEMENT FORD ********************************************************************:ON 9/23/24 A **** F150 LIGHTNING WITH HAIL DAMAGED WAS LOCATED THROUGH AN INTERNET SEARCH AT CLEMENT FORD IN ********, ********. I WENT THROUGH THE INTERNET PROTOCOL AND REACHED A DEAL ONLINE THAT I ACCEPTED. A COPY OF THE CONFIRMATION EMAIL IS ATTACHED. I CONTACTED THE DEALERSHIP AND SPOKE TO A GENTLEMAN NAMED SAMORI WHO TOLD ME THE VEHICLE WAS AVAILABLE. WE DISCUSSED THE DAMAGE AND SAMORI SENT ME PICTURES. I INFORMED SAMORI THAT I WAS STILL INTERESTED AND I WOULD LIKE TO COME TO SEE THE VEHICLE AND QUITE POSSIBLY PURCHASE IT FOR THE AGREED UPON PRICE. SAMORI INDICATED THAT $9,000 OF THE ONLINE INCENTIVES WAS ALREADY INCLUDED IN THE DEAL AND THE PRICE WAS $60,000. FOR A CASH DEAL - NOT THE $51,000 THAT MY EMAIL CONFIRMATION INDICATED. I ASKED HIM TO DOUBLE CHECK THE ***** AND I SENT A SCREENSHOT OF THE DEAL I HAD IN HAND. AT NOON, I DROVE THE 2 HOURS AND 45 MINUTES TO THE DELERSHIP TO INSPECT THE VEHICLE AND DISCUSS THE DEAL. THE SALES MANAGER, ******* VAN ? PROCEEDED TO INFORM ME THAT NOT ONLY WOULD THEY NOT HONOR THE $9000 CASH INCENTIVE, BUT THE OTHER $30,000 PLUS IN INCENTIVES WERE "CONDITIONAL" AND I MAY OR MAY NOT QUALIFY FOR THEM. HE STOOD FIRM THAT HIS DEALERSHIP WOULD DO NO MORE AND ASKED ME TO SEND HIM A COPY OF MY DEAL SO HE COULD ADDRESS THE "INTERNET ERROR" WITH HIS SUPERIORS. MY I PHONE INDICATES THAT THE TEXT WAS DELETED AND REPORTED AS JUNK IMMEDIATELY AND THERE IS NO RECORD OF IT BEING SENT ALTHOUGH I SAW HIM OPEN THE TEXT AT HIS DESK. I AM MAKING THIS COMPLAINT FOR TWO REASONS:1) I AM HOPING THAT THE DEALERSHIP CAN STILL BE COMPELLED TO HONOR THE DEAL I DROVE 6 HOURS TO COMPLETE 2) I WANT TO SPARE OTHERS OF THE EXPERIENCE I HAD... THE SALES PEOPLE, PARTICULARLY SALES MANAGER ********************* WAS RUDE AND ACTED LIKE A BULLY. ONE OF THE CONFIRMATION SCREENSHOTS I HAVE CLEARLY STATES: "NO SURPRISES WHEN YOU ARRIVE AT THE DEALERSHIP"

  Business response

  12/11/2024

  We appreciate the opportunity to address the customer's concerns.
  
  Mr.***** submitted an inquiry about a specific vehicle, as indicated in the attached lead. While we strive to ensure the accuracy of the information presented on our website, there may occasionally be technical discrepancies due to third-party listings. We disclosed this information to Mr. ***** prior to his visit, and we reiterated this point upon his arrival.
  
  We want to clarify that we do not pressure our customers into any decisions.However, in order to maintain the viability of our business, we must be mindful of potential financial losses. We are committed to assisting Mr. ***** in finding a suitable vehicle that meets his needs and aligns with our business practices.
  
  For your reference, we have included a disclaimer from our website that is attached to the detailed notes of every vehicle. This practice is standard in the online retail industry.
  
  We look forward to working with Mr. ***** to find a vehicle that meets his requirements.
  
  DISCLAIMER on our Website:Although every reasonable effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed.This site, and all information and materials appearing on it, are presented to the user "as is" without warranty of any kind, either express or implied. Not all manufacturer incentives can be combined. All vehicles are subject to prior sale. Price does not include applicable tax, title, license charges and $587.43 doc fee. Vehicles shown at different locations are not currently in our inventory (Not in Stock) but can be made available to you at our location within a reasonable date from the time of your request, not to exceed one week.
  Sale Price includes a $1,000 Trade assist ************** vehicle must be an operable vehicle to qualify. Trade must not exceed ******* miles to qualify. Trade must be 10 years or newer. Some restrictions apply. Some rebates are not compatible with special APR. See a sales representative for details. Prices do not include additional fees and costs of closing, including government fees and taxes, any finance charges, $587.43 dealer documentation fees, any emissions testing fees or other fees.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car to *********************** on 1/4/2023 as we saw coolant puddle in driveway underneath vehicle. ****************** auto diagnosed and said, Removed spark plugs and used camera to inspect inside of the combustion chamber. Found signs of coolant intrusion on tops of cylinders and cylinder walls. Due to engine being known bad for cracked cylinder walls. Technician recommends replacement of engine. **** has TSB for this issue**** has issued a ***************** Bulletin (TSB) for ********* **** Escape vehicles with a 1.5L EcoBoost engine that were built before April 8, 2019. The bulletin, dated June 9, 2022, covers coolant intrusion into the cylinder bores and offers a one-time, no-cost repair for the 1.5L short ******** we took car to Clement ford and they said that they found nothing wrong with the car. They did a spark plug replacement and fuel injection cleaning and charged us $584.51.Then in July of 2024, we started seeing heavy white smoke coming out exhaust and coolant disappearing but no signs of coolant on ground. So we took the car to *** **** **** this time in hope for better service. We paid *** **** **** $195 for a diagnostic test (on 7/12/2024) for our issue as coolant is being lost and white smoke is coming out the exhaust pipe at startup, which are the primary symptoms of the **** *** **** **** is claiming that all coolant tests passed and no IDs found relevant to TSB issue mentioned above. *** **** is claiming the coolant is leaking through the weep hole in the water pump as cause for antifreeze leaking. However, smoke from exhaust at startup says additional diagnosis required. We took the vehicle to another mechanic shop ****** Automotive) on 8/16/2024 who says "There is a small coolant **** on the water pump but nothing below it like it's leaking. There's a TSB for coolant intrusion into the cylinders causing it to smoke. There is also extended warranty for this that he should be covered at the dealer."

  Customer response

  09/10/2024

  I am working with Clement ford as they have reached out to me.

  Business response

  12/11/2024

  On June 9, 2022, Mr. ****** visited the dealership, where a **** pinpoint test was conducted, including a bore scope examination of all cylinders. The results indicated no signs of coolant intrusion or any diagnostic trouble codes related to internal engine concerns. Following **** guidelines, the dealership was unable to authorize an engine replacement at that time. In August 2024, a representative from the dealership reached out to Mr. ****** to gather further details about his ongoing situation and its relevance to the dealership two years later. During this conversation, Mr. ****** provided a comprehensive overview of his circumstances, revealing that his vehicle was currently at another **** dealership.
  
  After understanding the full context and the challenges Mr. ****** faced with other **** dealerships, the representative offered to assist by diagnosing the vehicle at their location. Mr. ****** agreed and subsequently dropped off his car. The representative conducted the **** pinpoint tests three times, along with additional diagnostic assessments.Each bore scope examination consistently showed no signs of coolant intrusion in the engine. The representative also consulted with a **** field technician to ensure that no diagnostic steps were overlooked. The technician recommended an additional test that involved removing the O2 sensor to inspect the exhaust via bore scope. This examination revealed the presence of oil pooling in the exhaust, which would burn off upon starting the vehicle. Further investigation traced the issue to a faulty seal in the turbocharger.
  
  The representative sought assistance from **** for the replacement of the turbocharger; however, **** only approved a partial contribution toward the total repair cost. Given that the repair expenses exceeded the vehicles value, the repair was ultimately not completed. The dealership did not charge Mr. ****** for any of the diagnostic time, absorbing those costs internally.
  
  Mr. ****** has since retrieved his vehicle. In their last communication, he expressed satisfaction with the efforts made by the dealership to assist him.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new car and after two weeks I went back and deposited the down payment and in return they gave me what I thought was my second key. Only it was not, they gave me the wrong key and after an hour of them looking they did not give me my second key and told me that they would order me one and call me to let me know that it had arrived so that I could schedule a time to get it cut and programmed to my car. That also did not happen and after 2 more in person attempts meet with similar sayings I still do not have a second key. I did try emailing the sale person and he told me that I would not be getting a second key because it has been to long I then tried emailing the sale manager and have not heard anything back in about 3 weeks

  Customer response

  08/26/2024

  Hi my name is ******************************* and my id is 

  22093375. My complaint has been solved and no longer needs to be pushed or pursued further 
  

  
  

  Thanks

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This particular incident happened I think 6/25/24.I had 7:15 appointment to drop my truck off and receive a ride from a ******.It took two hours for them to find me a ride home.So at 9:30 I was taken home. Seven hours later I called because I hadnt heared from anyone after being put on hold I was told because of short staff the tech was pulled from my truck could I possibly reschedule, Now keep in mind this isnt the first or the second time this has happened previously I was told sorry ******************* you must have slipped through the cracks , Wich is ridiculous. But back to the current situation I brought my truck back Friday 7/12 .At 2 pm I called to get an update on the progress no answer I called for two hours and then finally I called the ****** that dropped me off.(I only have his number because *** went through this several times)He tells me they told him to test drive my truck to see if its doing same thing , now Im confused because this young man is not a certified mechanic so now Im getting more frustrated.Finally I get a call at 5 pm from the advisor asking could they keep the vehicle over the weekend. This has to be the worst dealership Ive ever dealt with .I have so many different complaints with this company from different advisors, then the manager told me to let him know when do drop my truck off, so when I get ready to inform him Im there they said he quit the day before I arrived.So now I have know way to work and I have to pay for a ride to work **** is ridiculous cause I feel like I shouldve been offered a vehicle for inconveniencing me several times.Ive never filed a complaint on any company but this particular company I feel like its personal from the day that I brought my vehicle its been h*** I just want to be treated like every other paying customer.

  Business response

  12/11/2024

  Mr ******** came to the dealership on 10/19/2023 with a transmission shudder.  We verified a concern and checked for any ***s ***** may have out there.  We did find a ***** *** stating that step one of this repair is flushing the transmission and filling with an updated fluid.  On 10/20/2023 Mr. ******** returned to have the flush performed.  After completion, a test drive was performed.  At that time everything was working as intended.  We also informed him per the *** if it does stutter again, it would require reprogramming.  That has to be completed at a GM dealership.  
  
  On 7/12/24 *********** came in complaining about a vibration while driving and a transmission slipping feel.  We had a technician test drive it and check for any codes.  There were no codes and the technician said the vehicle was shifting as designed.  We did ask for it to be left overnight so it could be tested again after sitting.  The technician drove it in the morning and still didn't experience any transmission concern.   
  
  The vibration experienced during test drives was from the tires.  They will need to be replaced to get rid of the vibration.  We did inform Mr. ******** that we did not feel any transmission concerns, and the truck was shifting as designed at that time.
  
  We are willing to work with Mr. ******** to resolve this issue.  The service manager has reached out several times to the customer, and he is willing to waive the diagnostic fee to help the customer.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment to have my oil changed for Saturday 20, 2023, I dropped my car off at 9 AM and gave them my phone number to call when it was done. The service guy told me since I was so early it should be done quickly because there were only 6 ahead of me. So at 2:23 Pm I called the service department three times, I got hung up on twice and the third time I did talk to the service department, he said the tech is just getting it up on the rack, I told him I had an appointment at 9:30, why is it just now getting upon the r ack, he said when we drop it off their is no hurry, which is bull c*** I told him to call when its done. The service department call me and left a message at 3:45 PM and said the car is ready and we close at 4, come get it. I called 9 times between 3:45 and 3 ;56. No answer. We drove out there and the sales department was still open. I went in the gentleman at the counter was very polite and said he would talk to the manager, this guy came down I explained what the situation was he said he wanted going to do anything it wasnt his problem, I said I can leave a deposit until Monday and I have an extra key , he said no he wasnt going to help me at all, if I tried to leave with the car he would call the police, I said I have the money to pay for and I need it for work on Monday, he said not my problem. I called him an a hole and left. This company doesnt care anything about their customers, I have had nothing but problems with them since we purchased the truck. These people rude and dont care about any of there customer. Now I have to miss work because of these people so who is going to pay for that.

  Customer response

  04/22/2024

  The appointment was 4-20-24 at 9:30, Sorry I missed the error.

  Customer response

  05/23/2024

  I made a couple of mistakes in the post, but I don't think they will respond anyway, they really don't care.

  Business response

  05/31/2024

  After reviewing the details of the customers visit, it appears that there was miscommunication regarding the timing of the oil change appointment. We apologize for any confusion or frustration this may have caused. We understand the importance of timely service and we regret that the customers expectations were not met.  A Service Manager did reach out to you to rectify this situation, and we offered to refund the charges on the oil change.  Customer accepted and is happy.  We find this complaint satisfied.
  

  Customer response

  05/31/2024

  Complaint: 21604172
  
  I am rejecting this response because they have not refunded my oil change as of yet, they said they would also give another free oil change which has not happened as of yet. There was no confusion about the time I had an appointment and I didn't talk to a service rep, I talked to the Executive Assistant.
  
  
  
  Sincerely,
  
  *****************

  Business response

  05/31/2024

  After reviewing the details of the customers visit, it appears that there was miscommunication regarding the timing of the oil change appointment. We apologize for any confusion or frustration this may have caused. We understand the importance of timely service and we regret that the customers expectations were not met.  A Service Manager did reach out to you to rectify this situation, and we offered to refund the charges on the oil change.  Customer accepted and is happy.  We find this complaint satisfied. 

  Customer response

  06/04/2024

  This complaint has been settled, I am Satisficed with the end results.

   

  Thank You

  ******

  Business response

  06/04/2024

  We would like to retract our recent response to this:

  
  We apologize for any confusion or frustration this may have caused. We understand the importance of timely and courteous service and we regret that the customers expectations were not met.  A representative from the company did reach out to the customer to rectify this situation, and we offered to refund the charges on the oil change, as well as provide a complimentary oil change as a gesture of good will. Customer accepted and is happy. We find this complaint satisfied. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car 9/2022. Everything went well until July '23. The check engine light turned on & off with the temp gauge at the hottest point w/o overheating. I took my car for an oil change, but at the time the light was off. Nothing could be done. Less than a mile down the road, the light came back on. I returned to the dealer & though they couldn't look at it, they insisted it would be safe to drive. I left my car there. After several phone calls, they stated it was an engine problem & according to service manager *****, **** was aware of these problems in this car.After days of pulling my car in, taking the engine apart at every level for pics, putting it back together, & pulling it outside, we learned the engine was covered by warranty & was to be replaced. Months passed w/o communication till 3/11. I was notified my car was ready, only to then be told they needed more parts. On 3/14 a hailstorm passed thru damaging my car that sat out on the lot. I received photos AFTER seeing this on the news. They do not have garage keepers ins, thus I was told I was responsible for damages.On 3/20, they let me know the new engine was in, my car was ready for pick up, & I would receive a bill for a new battery which was never disconnected during the 9 months it sat on the lot & went bad. When I arrived to get the car, not only was it not ready, but it failed the test drive. The brand-new engine I've waited all this time for, that my car was damaged for, that my battery died for was no good. When I spoke to *****, he was more focused on hoping the car would be totaled due to hail damage rather than fixing it.When I filed the complaint, ***** wanted to ensure I included the loaner car I was given; that I had to ask permission to drive places & return every 3k miles. This has been a nightmare filled with mishandlings, lack of customer care, & total chaos. To top off the insult a bill for a battery that died at no fault of my own.

  Business response

  05/31/2024

  Upon reviewing your case, we acknowledge that there were significant delays in the repair process due to service plan approval procedures for this particular claim, backorders (from ******************* on the parts (new motor) ordered with no ETA, and issues with the initial engine installation. We understand that the delays, miscommunications, and additional damages to your vehicle have been incredibly frustrating.  We also understand your disappointment with the additional billing for the battery replacement.
  
  In light of these issues, we did offer you a brand-new vehicle to use during the time your vehicle was in for repair (many months).  *********** manager did not want to leave you without transportation.  This was not covered under the extended warranty plan that you had purchased for your vehicle.  We waived the warranty deductible and refunded the expense for the new battery, as well as provided a loaner at no cost to you as a gesture of goodwill. We believe this resolves the complaint.
  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Clement Ford Dealership In Ofallon ,Mo Oct 17,2022 To have a Hub Bearing replaced I was told I had a 2 yr warranty at the cost was $636.98 But the same part broke again so I called the dealership she sent me a copy to give to the dealership to repair the hub bearing but came to find out they purchase a very cheap hub from **** **** with a 6 month warranty they charged me a higher amount an I didn’t receive the correct service I am requesting a full refund an that they tell customers that they don’t purchase parts from the actual dealership the order from **** **** an charge a higher amount I ask if I could bring my truck back to be fix corro an they told me by the time they could get to my truck the warranty would be up so I’m confused I was told I had a 2 year warranty then was told it was a 1 year warranty to be a 6 month warranty I was a refund Please an Thank you

  Business response

  11/07/2023

  We apologize for the confusion and inconvenience you experienced with your recent service at Clement Ford Dealership. We understand your frustration and would like to address your concerns.
  
  Upon reviewing your case, we found that there was a misunderstanding regarding the warranty on the hub bearing. The warranty on Ford parts is indeed two years; however, since you own a *** vehicle, we are unable to install a Ford part on it. In such cases, we have to use non-OEM (original equipment manufacturer) parts, which come with different warranty terms.
  
  To provide efficient and quick turn-around for our customers, we source our non-OEM parts from various suppliers like all other dealerships. The specific part used for your repair came with a six-month warranty.   Please reach out to our service manager at ************. They will be able to provide you with more information and address any further questions or concerns you may have.
  
  Once again, we apologize for any confusion caused and appreciate your feedback. We value your business and are committed to providing you with the best possible service.
  
  

  - Clement Ford Management

  Customer response

  11/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  I was told it was a 2 yr warranty I will like a full refund 
  Sincerely,
  
  ******* ********

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Issue#1:While wanting to purchase a car, sales rep pushed sales upon me. This car was the only one of its type (we were only there to look and to talk prices). They pushed us to take the car home to see if we liked it, but before that they had to take all our information, even get insurance (that makes sense). After having the car for 8 days we noticed many flaws, we didn&#**;t like. We tried to return it which the dealership said we couldn&#**;t do! They know we were skeptical and never told us everything! I would want my $4,000, had I paid for that is considered as an extended warranty, that does not cover anything that is useful for me as it was pushed hard on me during the time of sale.Issue #2:I dropped off my vehicle here for a battery issue, after not receiving a call after a whole week I went to see if it was ready. When I arrived they said it was ready they said it was ready and took me to pay. They said it was $400, but before doing so I asked to see the car first. They told me the price was a battery replacement with diagnostic, arriving to the car and attempting to turn on, it didn&#**;t. I purposefully left a **** on the battery they said they replaced, but still said they changed it and still we had to pay, but now they charged us $777.43. Since the car didn&#**;t turn on and they had to jump start the vehicle I went to actually replace the battery where it still works today. I would like my money back plus the cost of the new battery I purchased $277.43 + $193.51 = $470.94.

  Business response

  07/21/2023

  We have contacted the customer and refunded $ ****** , the amount of the battery.  We also helped facilitate the refund of the purchased *************** Contract at their request.  We have fulfilled all requests according to the customer.

  Customer response

  08/14/2023

  The issue has been resolved.

*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. ↩