Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ford Bronco that is under warranty, had a check engine light come on, so we called Jones Ford to have it serviced. Since the car is under warranty, we requested that we be provided a loaner car as they stated they may need the car for a few weeks. They stated that if we wanted a loaner car that it would be 8 months out. Since we could not wait that long to have the check engine light looked at, we made an appointment. The appointment was made on September 18th and we were told that the first appointment would not be until October 8th. We accepted the three week wait. We did not hear anything from the service department for a full week, so I called the service scheduling manager and was told that it was going to be an additional 1-2 weeks for them to even look at the car. I told him that we were having to rent a car while they were just sitting on our car. I am not sure why we had to make an appointment three weeks out, and then to have to wait an additional 2-3 weeks to get the car looked at. The Scheduling manager told me that is just the way it is these days. I asked him if they were that busy, why they did not have more loaner vehicles. His response was that he had multiple cars in case one breaks and I should have extra cars, he then said if my HVAC breaks down, the repair company does not provide me with a loaner until they fix it. Not sure this is an apples to apples comparison and not everyone can afford to have extra cars sitting around in case they break. This is for my daughter, who just graduated college and cannot afford to be renting cars for weeks/months at a time while this dealer sits on the car, not even looking at it. I would like the General manager to make sure our car is being serviced ASAP and call me personally with a status update of the repairs. I would also like Ford to cover all expenses for the Rental car since this delay is completely their fault.

  Business response

  10/21/2024

  Firstly, I received the complaint via US Postal Service on Friday October 18, 2024, with a respond by date of October 20, 2024, a Sunday. This demand is unreasonable. 

  We apologize for the delay experienced by Mr. C******. Our policy is to give priority to vehicles that were purchased at Jones Ford, and have been being serviced at Jones Ford. We are happy to be called upon by guests who did not purchase and service here, and we do our best to accommodate those guests in a timely way. Jones Ford received the vehicle on October 9, 2024, and the work was completed on October 18. We diagnosed the concern within a couple of days of receiving the vehicle. Four parts were needed to accomplish the repair. Those parts were ordered, and the repair was completed within a couple of days after receipt of the repair parts. 

  The warranty is backed by Ford Motor Company, and the vehicle warranty does not guarantee substitute transportation. However, we will be happy to submit a reimbursement request to Ford Motor Company for Mr. C****** if he would provide copies of his rental invoice to us.

  Again, we apologize for the inconvenience and frustration suffered by Mr. C******* and his daughter. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2020 expedition and the dashboard is peeling up. I mentioned it to my salesman before the 36 months warranty. He said it’s covered just bring it in. Now jones ford will not reply or do anything. I trusted my salesman and he doing all he can. I have purchased 2 high end fords from them in the last few years and paid cash for one . I don’t think they are being fair . This was a COVID car maybe something was missed in production.

  Business response

  05/03/2024

  I have reached out to Ford to ask for assistance with this. We hope to hear back from Ford by early next week.

  Customer response

  05/06/2024

   I am rejecting this response because: I have been hearing this same response for almost 10 months now.
  
  Sincerely,
  David P****

  Business response

  05/07/2024

  We have received good news from Ford. Someone will contact Mr. P**** either on Thursday or Friday of this week to explain that Ford determined this was not consistent with a manufacturing defect and would not be fully covered by warranty even if full coverage remained on the vehicle. However, Ford has offered Mr. P**** significant assistance which will cover the majority of the repair expense. Please let us know if Mr. P**** does not hear back from someone at Jones Ford by the end of this week.

  Business response

  05/13/2024

  Below is a follow up email from this morning which follows a conversation with Mr. P**** and his acceptance to receive assistance from Ford:

  Good Morning David,
  
  Thank you for calling me this morning to discuss the dashboard issue on your Ford Expedition.  Just to verify our conversation regarding Ford Motor Company, Inc. offer of repair for the dashboard you are accepting the offer to complete the dashboard repair with your financial commitment to the repair of $800.00.  Once the parts are received at the dealership I will call you to set up an installation time and date.  We will provide you with a courtesy loaner vehicle for your use during the repair to minimize the inconvenience.  As I mentioned, I will be your point of contact going forward so if you have any questions or need a status update just call or email me.
  
  Best Regards,
  
  Marty M********

   

  And here below is an email to Mr. P**** from last week when we explained Ford's position and their subsequent offer of assistance:

  Mr. P****,
  
  I’d like to introduce myself to you as your point of contact and resolution manager for the repair regarding the dashboard on your Expedition that you purchased from Jones Ford, Inc.  I report directly to the President and General Manager David M. Walters, Jr.  I have been informed of your situation regarding the dashboard delamination as well as the Better Business Bureau complaint that you have filed.  I am first contacting you via written email communication so that there is no misunderstanding as to the facts and remedies in this matter.  Please find outlined below the causes and remedies:
  
  The Expedition you purchased from Jones Ford, Inc. is exhibiting a delamination of the dashboard.
  
  You brought this to the attention of your sales consultant Anthony Thompkins while the vehicle was still under the 3yr/36,000 mile bumper to bumper warranty.  Anthony stated, according to your account and verified by him, that you could bring it in at a time convenient to you.  When you did bring the vehicle in the 3yr/36000 mile bumper to bumper warranty had expired.  The delamination was notated and pictures were submitted to Ford Motor Company Warranty Company for assistance by our Fixed Operations Director Chris James.  Ford Warranty came back with a decline to cover.  Ford Warranty stated that even if the vehicle was under the bumper to bumper coverage period that they would decline the claim.  Ford Warranty did not deem the delamination to be caused by a manufacture defect but by some other means.  When you purchased the Expedition it was delivered to you in proper condition with no noted defects.  It was approximately 6 months, give or take, that the delamination started to occur.  There are many variables that can attribute to a delamination none of them under the control of Ford Motor Company or Jones Ford, Inc.  Jones Ford, Inc. made its best attempt to obtain warranty coverage that was ultimately declined.  The dashboard repair/replacement is a very expensive repair and one that cannot be fairly asked to be absorbed by Jones Ford,  Inc. in entirety.
  
  Our General Manager, David M. Walters, Jr. along with our Fixed Operations Manager, Chris James elevated your concern to the Regional Ford Motor Company representative for the region for additional consideration.  After reviewing your concern and in a showing of goodwill for a Ford owner the following offer is being extended to you:  The offer includes participation by all of the parties involved.  Ford Motor Company, Jones Ford, Inc. and yourself.  When Ford Motor Company structures an offer such as this they require participation by all the parties involved.  Ford Motor Company and Jones Ford, Inc. will handle the majority of the financial burden of the repair and you will be responsible for a total of $800.
  
  We are hopeful that you find this resolution to this matter as both fair and equitable.  We have already ordered the dashboard components which are on a “back order” .  It is estimated that the parts will be available in about 45 days.  If you would like to proceed with this repair please respond via email or phone (843) 744-3311 ext. 1105.
  
  Best regards,
  Marty M********

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Friday, March 22,2024, I took my Ford Escape to Jones Ford Quick Lane for an oil change. I was contacted by Keith Schlichting, Service Writer who said my brakes, pads and rotors needed replacement. I asked him to replace the brakes and pads, and only TURN then rotors. Keith informed that me FORD was not allowed to turn rotors any more. When I went to pick up my car, I asked another service writer why they were not allowed to turn rotors anymore, and he said that was not true and that this is a common practice they do daily. My car only has 78K miles on it, and he said that I was sold a service I did not need. He tried to contact the other service writer to clear up the question, but was not able to. He also tried to contact a manager but one was not available at time of pick up. He told me that he would have someone call me regarding the charges. After several attempts to reach a manager, I have yet to receive a call from anyone at the dealership.

  Business response

  03/28/2024

  My understanding is that someone from our service department spoke with Ms. H***** yesterday and that the matter is resolved. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early January 2024 (after months waiting for an appointment) I took my Ford Raptor to Jones Ford for some warranty work. I was told that it allshould be covered under my warranty and that I would be contacted if it wasn't. I was never told there would be any "diagnostic fees" especially for every single item I had checked. I never received a phone call regarding repairs or what was covered. I received a "text" instead from "Lane" with what they found, I asked how much it would cost and they never answered this question. I asked for suggestions on what to do with the items they said they could not fix and their answers were completely ignorant. (I have copies of these texts if needed) I asked if I should come pick the truck up and was told "yes", they were "just waiting on the quick lane oil change". I arrived a couple of hours alter and the truck was not ready, had not even entered the oil change area and was told it would be another hour or two--after I was told it would be ready when I arrived 2 hours prior! My truck was held hostage for $900 in fees with no resolution to the issues. Finally got them to agree to let me have my truck for $402.60 but I was still charged this for fees that were never quoted and problems that were never solved. I was also quoted almost $2k for a seat heater repair b/c it was "not covered by warranty". I contacted Ford ESP warranty when I got home and was told this is 100% covered by my warranty. I made several attempts to contact the service manager, constantly being assured they would call me and I never received a call. There are multiple deceptive business practices occurring here.. work being done without prior approval, no disclosure of diagnostic fees, being quoted for work that is actually covered under warranty, etc etc.

  Business response

  02/29/2024

  Mr. M**** attempted to cancel the charge to his American Express credit card, and we were contacted by AMEX for our side of the story. Upon hearing our explanation, AMEX sided with Jones Ford and upheld the charge.

  This was our exact response to the AMEX inquiry:

  “On review of this repair order we found the following: There was an aftermarket part causing the vehicle to not operate properly and another part was entirely disconnected. These items were not factory defects and thus do not qualify under the Ford extended service warranty. The customer mentions a concern with the seat heater, stating that Ford said they were covered under the warranty. This component was not modified like the previous concerns: however per Ford’s part coverage the part is not covered under the extended service plan on this vehicle.
  I have attached one of several posted signs in the service drive stating the diagnostic charge per concern, also a copy of the warranty coverage showing the seat heater is not covered by part number. This along with the signed repair order and signed credit card receipt shows the customer knew the charges they were incurring."

  Included in our attached files in this BBB response is the parts coverage verification which clearly shows (as we have circled) that his part "IS NOT COVERED." Jones Ford is not intentionally being difficult. Of course, it is much easier for us to have claims approved and paid by the extended warranty company rather than seeking payment from the customer. Also included in the attachments is a photo of our posted sign at the exact desk where Mr. M**** signed his Repair Order, which also acknowledges understanding of these fee structures. I have not included a copy of this signed R.O. because it includes Mr. M****'s private information. However, with his permission, I would be happy to include that as well.

  Customer response

  03/11/2024

  Congratulations on having a process that holds your customers' vehicle hostage so you can charge them without consent and force them to sign off so they can get their vehicle back. This says a lot about your integrity as part of your business model. 
  This place is run like a zoo. To say that I should've seen a sign on a desk among the piles of other paperwork and stick figure drawings (literally in the photo you attached) is a joke - especially when I'm told something different from your own employee. If I am told something completely different by your employees than what your paperwork or signs say, how is a customer supposed to know what to believe? Do you consider this good customer service? I find it interesting that every single customer in the service area was complaining about the terrible wait time and overall service while I was there. But hey, as long as the credit card company sides with you (which was Visa by the way, not AMEX who only provided our signed sales slip as justification) , who cares what the actual customers experience!
  Your response didn't even address most of the complaints: 
  Will you please show me where I agreed to pay for any repairs after I was told I would be contacted if anything wasn't going to be covered under warranty? Did your techs complete repairs on my vehicle without consent? I was told by the service tech during intake that everything should be covered under warranty and that I would be notified if anything wasn't. I was never notified. Why not?
  Did I request a total amount from the unauthorized work from Lane? Did they respond or did they just ignore the question? Will you please explain why I was never contacted in the first place to authorize work that wasn't covered under warranty? I was never told the repair wasn't covered under warranty, never received a quote for the noise under acceleration, and was ignored when I asked what they were going to charge for the unauthorized work.
  When I asked for a recommendation for a solution to the suspension noise that is supposedly being caused by the hitch assembly, I was told to "just take it off." Do you consider this a professional and helpful response? The hitch is obviously on there for a reason. To suggest taking it off as a solution is ridiculous. Not to mention, it has been determined that the tech was wrong. The suspension noise is in fact NOT caused by the hitch assembly.
  I was told via text by Lane that my truck was ready to pick up at 4pm. Due to traffic, I wasn't able to get there until 6:30pm and I still had to wait over an hour to get my truck due to a "miscommunication" by the tech. I found out that the oil change wasn't even done and that it would take an additional hour on top of the hour I had already waited - even though Lane told me it was being done at 4:05pm. I had to take it somewhere to get it done. Is this what you call a "quick lane"? Is this really the type of service you stand behind?
  I find it interesting that I left multiple voice messages for a manager to call me back to discuss this situation. After a week of no response, I went online to your chat on your website. They assured me a manager would call me. No response. Is this part of your process so you can take advantage of your customers? Why did I not receive a call back? You responded immediately to Visa (not AMEX btw as you stated). Why don't you respond like that to actual customers? Again, terrible service on your end.

  I am in communication with Ford Warranty who is confirming, yet again that the seat heater is covered under my warranty. I have provided them your statement and diagnostic report that it isn't. More evidence of incompetency.

  The bottom line is that your service center provided terrible customer service and has done nothing to resolve the matter. Based on this experience, I believe it is important to warn the public of your deceptive business practices

  Customer response

  03/11/2024

  Here is our communication with Ford Warranty Service with them attaching proof that the seat heater IS covered by warranty. They cannot understand why Jones Ford is denying this? 

  Business response

  03/18/2024

  After reviewing the latest response, it’s worth briefly reiterating a few points. Firstly, Jones Ford doesn’t determine if a part number is covered. Mr. M**** states Ford warranty is telling Him his heated seat is covered.  The parts coverage sheet was provided, showing the part number needed for the heated seat repair is not a covered component. It is not clear who exactly Mr. M**** is contacting, but a diagnostic is always needed to determine coverage as a particular system can contain dozens, if not hundreds, of parts each with their own unique coverage. Secondly, it seems Mr. M**** is confused in stating that we performed unauthorized work on His vehicle. No work was performed; this was only diagnostic charges incurred. Regarding Mr. M****’s noise concern with the hitch, if a hitch was found making a noise it would be necessary to rectify and re-evaluate the concern. In this case, removing the hitch seems like a sensible first step in the process. It’s unclear why Mr. M**** would not expect a business to be compensated for their time. Not only for the fact of our posted signs, or that it is part of the write-up process with our advisors, but that a diagnostic charge is an industry standard--not only in the automotive industry, but most skilled trade industries. We have attached the signed Repair Order (having obscured Mr. M****'s private information) which shows Mr. M**** did indeed grant Jones Ford permission to perform the diagnostics on his vehicle.
  

  Customer response

  03/19/2024

  I am rejecting this response because: The company has not addressed my concerns at all and essentially gaslight all valid points made. For example, I sent them a copy of an email I received from Ford Warranty stating the seat warmers should have been covered and they responded with saying they didn't know who I spoke to (name was in the email)...   They refused to return any of my calls prior to submitting this complaint but immediately responded to BBB when my complaint was logged. They refused to accept or hear that their process is broken, their employees are providing bad information and they are not clear and transparent in their pricing. When I enter a business I am looking at and relying on the person in front of me to provide me relevant information.. I don't walk around looking for signs on walls to check to see if what they are telling me is accurate or not.  There are serious service issues at this location that are well documented in online reviews, posts on social media, etc. However the response here from the business just further illustrates how little they care about that. Not once have they apologized for my experience, lack of communication or even returned my phone call to discuss it. This is seriously egregious and I will make a point to communicate this any chance I get to warn others  so they won't be treated this way by them.  I am honestly completely flabbergasted at the way this entire interaction, attempt to resolve it directly with the company and response here through BBB has been handled. It really is a disgrace. 
  
  Sincerely,
  Michael M****

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jones Ford will not fix two safety recalls.

  Business response

  02/06/2024

  The Jones Ford staff has explained to the complainant that we do not have the required tools to complete the repair. Ford Motor Company is in the process of shipping those tools to us. Once we receive those tools, we will be able to complete the repair. We are unable to proceed until then. 

  Customer response

  02/07/2024

  
  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,
  
  ***** **********

   

  PS Please call me when the tools come in and schedule an appointment to complete the work.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in a car accident on 5/23/2023 and jones ford is doing my repairs they where supposed to call to set up an appointment. But they called me on the day of telling me if I don’t have my car inmate there location by today 6/1/2023 then there was nothing they can do for me and the representative a hung up on me .. I spoke with Jeff who refused to allow me to speak to a supervisor who said ******’s told them I needed to have my car there today .. I can not leave my job at a drop of a dime when they never called to schedule an appointment.. things need to be done in order and decently .. this is not right I also spoke with *********** who is paying for my repairs …

  Business response

  06/01/2023

  The adjustor for *********** (******) is actually here on site today.  She was trying to accommodate Ms. ****** by waiting for her to come by after she got off work today at 4pm; ****** would inspect the vehicle between 4-5pm. The Collision Center manager Mike B***** will be trying to contact Ms. ****** today to determine when she has a convenient time that also coincides with the schedule for Progressive. The sooner Ms. ****** could have her vehicle inspected by Progressive, the sooner she could have her vehicle put into the repair queue (there are other customers ahead of Ms. ****** who are also waiting for their repairs).

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used Mustang and had the local Ford dealership perform a multi-point inspection. The report had a few minor repairs totaling under $1,000. I took it in for the repairs at Jones Ford as I wanted them done right by an official Ford Service Department. Later, I received a call from the Service Advisor claiming that my car needed $5,200 in repairs. I visited and had him and the mechanic show me the items on the car and paper. I instructed them to only complete a single $300 item as they wanted to charge me $500 to swap a horn, $620 to swap the drivers seat motor, and $3,450 on other items that they claimed I should have done. Once I went to pick the car up (after another visit during which they refused to show me the issues), they charged me $300 in diagnostic fees for the 3 items that I declined, which felt excessive/redundant but I agreed to pay. I requested the diagnostic results for both the information and proof. I then watched the advisor type up the "results" off the top of his head with no information from the mechanic. When I received the car I immediately found damage to the drivers seat trim from the diagnostic work. I went inside to ask them to fix it as it was not damaged prior to me bringing it in. I was very rudely told that they would "do absolutely nothing for me" because I didn't have photo evidence from the day I dropped the car off (I had a photo from a few weeks prior) and I need to call Ford Corporate to get a replacement, then I can pay them to install it. It was so bad that I recorded the conversation. I think he was frustrated because I asked questions, but when I drop the car off for $1,000 of repairs and he quotes $5,200, I’ll ask whatever questions I want. I also didn’t expect to need to document my car in case I needed to prove that Jones Ford damaged it. When I asked to speak to the manager, I was told he was unavailable. I left a voicemail for the manager, sent him an email, and followed up on both. I never heard back.

  Business response

  03/31/2023

  My understanding is that the issue has already been resolved to the satisfaction of everyone involved.
  If I am mistaken, please let me know.

  Customer response

  04/03/2023

  
  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,
  
  ******* *******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 1 & 1/2 weeks after my vehicle was returned to me from the Jones Ford service department I discovered that my front bumper lower trim panel was/is damaged. While washing the front license plate I noticed the panel was vibrating loosely. Upon inspection I found that a plastic tab that holds one clip in place was broken off, the remaining clips are damaged sufficiently that they no longer secure the panel to the bumper, and at least two clips are missing from the panel.

  Business response

  03/10/2023

  As of this writing, and agreement for repair has been made between the Jones Ford Collision Center and Mr. *****. Our shop contacted Mr. ***** while I was away on business travel this week, and Mr. ***** is scheduled to bring his vehicle to us on Tuesday of next week (3/14) and we will install the replacement part that Mr. ***** has requested. This should resolve and conclude the matter for Mr. ***** to his satisfaction.

  Customer response

  03/10/2023

  
  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,
  
  ***** *****

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There was a Ford recall for our car and it was unsafe to drive the vehicle. We have been waiting for more than 5 months to have a part replaced, they have not been responsive and for more than 4 months following up with very vague information with no timeline. Rental car was denied. We still waiting. We have left multiple voicemails, sent emails, no answer received yet. We need a car. This is causing continuous real struggle and no alternatives/ solutions have been provided. We bought a brand new car in 2017, first owner, kept in impecable conditions.

  Business response

  11/11/2022

  First, I want to express my sincere apologies for what I know has been a frustrating ordeal. We don't like holding onto vehicles such as in this case because Jones Ford does not get paid by Ford until the repair is complete.
  We currently have 14 other cases just like this one--this is number 2 in line; this vehicle has required an engine replacement and we received that engine months ago; however, in order to complete the installation, we must have the necessary back-ordered gaskets; after many months of waiting, those gaskets have just been shipped and we expect to complete the job by Tuesday next week (11/15/22) and Wednesday at the latest, barring any further unforeseen setbacks.
  Jones Ford has been unable to provide additional transportation because Ford Motor Company dictates those procedures and we have had a vehicle shortage and thus a lack of courtesy service loaners. Now that the parts have just arrived, we are able to provide transportation (under the Ford guidelines) and as of this writing, Mrs. Pruett is due here this evening to pick up a courtesy loaner.
  This particular case is like numerous others who have been effected by an unprecedented parts shortage, and we again apologize for the lengthy delay.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been getting the run around since my car has been at Jones Ford. There is a major lack of communication. I spoke with Ally my warranty company and Jones Ford has been giving them the run around as well. Mark Smith was very rude when i spoke to him. He cut me off in the middle of my sentence and over talked me. This was escalated to Marty the customer service manager, but now there is no communication from him either.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/31) */ I am very sorry that this has not been a positive experience. I can assure Mrs. ******** that Jones Ford does not "give the run around" as if the people who work in service are intentionally being difficult. We don't get paid unless we fix cars, and we can't get paid (in this case) until the service work is approved by the extended service company, which finally happened last Friday. We still must wait on the necessary components to be delivered, which again that is out of our control. Mrs. ******** did not purchase here Fusion from us and she does not get regular maintenance done here. It is our policy to reserve our service loaners for those customers who either purchase their vehicles here and/or are loyal and faithful service customers. Mrs. ******** does not qualify under either category, and yet as a gesture of goodwill, we have accommodated her with a loaner vehicle. I hope she will see that we have been kind to help her with transportation while we wait on her warranty company.

*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. ↩