Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle with an extended warranty in October 2024. I took my car to be serviced in January 2015 stating my battery has died and it pulls to the right. It took them 3 days to tell me I needed a new battery and alignment. They then tried to charge me $750 for these service when I was quoted $350 for a battery and $100 for an alignment. They finally adjusted to the correct price. I received an email from carfax that they added my services to it ghe reposrt, only to find that they had also reported changing the battery in August 2024. Obviously there’s a problem if you’re telling me I need a new battery 5 months after it just got a new battery and their records reflect this. My battery should have been under warranty and I should never have been charged for another battery. I also feel my alignment was not performed correctly as my car still pulls to the right severely.

  Business response

  02/11/2025

  *** ****** was correct in saying she was quoted around $340.00 for a battery and $100.00 for an alignment.  *** ****** was also informed upon check in of her vehicle that she would be charged a $150.00 diagnostic fee in the event the items were components not covered by her extended warranty, initialing by the fee in her own handwriting.  As for the battery being covered under warranty, it was not.  To try to facilitate *** ******, diagnostic was waived and fees/additional charges were dropped, bringing the total to the estimate *** ****** was told.   

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Took my 2014 lincoln navigator to get fix at Anderson ford. I told them what my vehicle was doing and what though they needed to change to fix the problem. The said I needed to get a diagnostic check done on it so I did. The cost was 150 dollars to get done. They did that and call me on the phone and told me the service tech said he was 100% sure that it's the lead frame unit TCM. They said they need to pull the pan to make sure there's no metal shavings in the pan and that was going to cost more money to do. I agreed to do that knowing that there's not going to be metal shavings. They pulled the pan and said there where metal shavings in it and they couldn't change the part I wanted changed. They told me I needed to pay 6200 dollars for a transmission virus changing the part that I asked for. Point being they knew they was never going to change the part I wanted them to change and charged me 520 for everything and was only a diagnostic check I would like this looked into.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We brought our 2013 GMC Terrain into Anderson Ford on May 13, 2024 to have repairs done to the engine. Anderson had determined and advised to fix the engine, multiple parts would need ordered and replaced (the cylinder head and related components) and it would cost over $4300. June 26, 2024, over a month of Anderson Ford having our vehicle, they told us it would be ready to pick up. I went to pick up the vehicle and they advised me the vehicle still wasn’t running properly and we would need a completely new engine. They informed us of this AFTER they had completed useless repairs that we still had to pay for, only to still not have a working vehicle. We cannot afford a new engine now after paying $4,319.96 for pointless repairs. Anderson Ford slacked on their part when investigating the engine issues, we are still paying on a broken down vehicle we cannot fix or sell, and had to purchase a new vehicle that we are now making payments on. If they had fully inspected the engine and its components, we could have used that $4,319.96 to pay for the new engine we actually needed.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a 2011 Jeep Wrangler Sport on 5/6/24 and they cannot supply me a Title have repeatedly called and ask and they cannot give me a answer where it it

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an 07 Eclipse. I was repeatedly told that it would pass inspections, after taking it to a 3rd party mechanic, they said it was not street ready, and honestly not safe to be on the road. There was NO sway bar in the front of the car, the read sway bar was broken, tires were splitting, and the car started making a strange noise in under 30 days of purchase. This is unacceptable as it put my life in danger, as well as anyone else on the road.

  Business response

  10/19/2022

  Good morning,

   

  I attached copies of our original recon invoices that totaled $2004.21. These invoices reflect the amount of work provided before we sold the vehicle to Mr. *****. All repairs and reconditioning were done in good faith however the vehicle is 15 years old and has 137,000 miles on it so it's possible that issues arised after the fact. Yesterday (10-19-22) we sent a driver and trailer to Columbia MO to pick the vehicle up so that we could bring it to our own repair facility to inspect Mr. *****'s concern. That inspection is being done today. We always strive to do the fair and right thing for our customers and we will continue to do that. I'll add an update as soon as it's available. Thanks

   

  **** ******

  General Manager

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dealership failed to disclose the vehicle had been in an accident, until a paper was mailed to me after the fact. Also, vehicle was clearly smoked in which has cost me hundreds in trying to fix it. Dealer also failed to mention that to me prior to me traveling 5hrs to buy it. Now here I am stuck with a vehicle that wreaks of cigarettes, and has lower resale value due to it having been wrecked. They advertised heated seats, but failed to mention the drivers side element was burned out. FordPass informed me the onboard modem doesn't work, so any hotspot or app capabilities are rendered useless. I do not wish to return vehicle, or have them buy it back. I only want to be made whole for any repairs I am having to do on my own, and the difference in resale value had it not been wrecked. I cant even sell this truck if I had to for fear of being upside down, and the sad part is I wasn't even given the opportunity to pass on the vehicle because nobody had the courage to inform me. So far I have spent $500 on auto detailing and Ozone machine treatments. The Drivers seat heating element is right around $150, plus labor to install. The Telematics Control Unit for the FordPass is about $200, plus labor. I attached 2 screenshots from THEIR website value for this truck. One shows the value after 1 wreck the other is $4k higher for no wreck. So again, I am asking to made whole for the difference in resale value and the listed repairs. Lets figure out a fair and equitable solution, neither of us have time for further escalation.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a preowned 2015 Ford F-150 4WD Super crew truck that I purchased and have placed 20,000 miles on it since my purchase. At reading of 40,000, the truck dropped the number 6 piston, took it to Anderson to get fixed. I suggested that they pull the motor and replace it. According to them, the Ford Company told them not to to do that and "band-aid" it. At 61,000 miles (or 11,000 miles later) the same piston, number 6 dropped again because the mechanic stated it was the same piston as before. They want me to pay $5,000 for new motor, even though they did not fix it correctly the first time. The truck was still under warranty the first time, that is why they did not want it fixed. I refuse to pay money for an issue that they knew about and did nothing the first time. The company needs to make it right. They have my truck this time since April of 2022 and this has not been resolved. They did not give me a loaner or a rental vehicle. It is now the middle of July and no progress has been made.

  Business response

  08/23/2022

  Mr. ****** brough his truck to our shop for an issue in July of 2020.  The vehicle was diagnosed and had a cylinder head issue. Following Ford guidelines, we performed a cost cap on the repair.  Ford decision per the cost cap was to only replace the damaged head.  Repair was complete and the vehicle was fixed. 
  
  The truck was then driven for 21,000 miles and a year and 8 months before having the current unrelated engine issue. The current engine issue is rings in the motor are worn out, causing the truck to use oil.  The truck is now out of Ford Warranty, Mr. ****** gave us permission to tear the engine down for his extended warranty company to inspect. Mr. ****** has an outside extended warranty company that denied the claim, reason given was his contract did not cover wear and tear items.  
  
  Mr. ****** contacted Ford customer service, Ford got involved and offered to help cover a portion of the repair.  Mr. ****** denied the help and said he didn't want to pay the difference.  Then Ford asked about just putting the vehicle back together as is, when given that price we were told to hold off till a decision could be made.  We were told around 10 days ago that Mr. ****** agreed to go ahead with an engine replacement with the assistance from Ford.  
  
  Mr. ****** has not been waiting on Anderson Ford to complete this repair, Anderson Ford has been stuck in the middle waiting on Mr. ****** and Ford to come to an agreement on how we were to proceed. We now have an engine on order to fix the customer vehicle, soon as we get the replacement engine from our supplier it will be installed and Mr. ****** will get his truck back.  
  
  **** ******** ******* ******* ******** **** ***** ************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a 2015 Ford Explorer from Anderson Ford. The AC was not working and while I felt uneasy about purchasing before it was fixed, the salesman assured us it would get fixed after purchase. It was also in the purchase agreement. The Explorer was returned to us and shortly after, the ac stopped working. My husband took the car in to the Anderson Ford service center. The very rude serviceman told my husband that the compressor that was replaced in the explorer was still under warranty, however, they wouldn't replace the compressor until we had the car looked at which would cost us $800. The service center refused to look at the compressor unless we paid them $800. My husband reached out to several people at Anderson Ford including our salesman and none of them would do anything. They basically said to pay them $800 or forget about it. We took our car to another Ford dealership in KCMO. The service center said that we had a bad air compressor because whoever installed this one, installed a bad compressor that was refurbished from ********. When we told him that it was a ford dealership, he said that dealers know better than to put this type in and said they knew it would only last two months. They should've used an oem compressor. He also said that we should've never had to pay $800 to get our car looked at. This dealership scammed us and someone needs to look into their business. It is not run like other Ford dealerships.

  Business response

  04/18/2022

   Good morning,

  Thanks for bringing this to our attenetion. I emailed the customer this morning offering to reimburse them for the repair even though it was a year after purchase. Just waiting on their response so we can reolve it. I'll update this moving forward. Thanks

  Here's a copy:

  Good morning *****,
  
  
  My name is **** ****** and I'm the General Manager of Variable Operation (Sales) here at Anderson. I just received and email from the Better Business department regarding your Explorer that you purchased from us in 2020. I was unaware that you guys had issues with it last summer. We obviously dropped the ball in communication on our side. I did check the Service history and I see where we did put the new AC compressor on it right after you bought it and you are correct it was an aftermarket part. I can understand your frustration with it only lasting a year. The last thing I want is someone to have a bad opinion of us especially a family that we have a long history with. In order to do the right thing, I would be more then willing to reimburse you for the new Compressor that you had installed. Simply email me a copy of the bill and I'll have a check cut to you.
  
  
  Also, please do me a favor and if you or family ever need anything just contact me directly so that I can make sure everything is taken care of. Thanks in advance for giving me an opportunity to make this right with you.
  
  
  
  
  **** ******
  Genral Manager
  Anderson of St. Joseph
  **** * **** *** *** ****** ** ***** ************ *********************************

*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. ↩