Complaints

• Initial Complaint

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Here are the points I would like to address: Communication: It appears there's been a lack of communication within your team. Despite my vehicle being in your service department for over three months, the staff, including the Service Manager, seem unaware of my case specifics. Service Expertise: I was informed that the technician primarily responsible for my vehicle was present but still, there's a noticeable disconnect in understanding my vehicle's issues. This suggests a need for better information flow or perhaps additional training. Equipment and Capacity: It was disheartening to learn that your service department might not have the necessary tools or expertise to resolve issues on my vehicle, especially under warranty. This raises concerns about the capability to handle complex repairs effectively. The continuous issues with the service on my wife's car have been incredibly distressing. So much so, that it has caused her significant anxiety, to the point where her doctor has had to prescribe medication, which is a first for both of us. This situation has not only been an inconvenience but has also deeply affected her emotional well-being. I believe it's important to address these issues promptly to prevent further dissatisfaction. I would appreciate it if we could discuss how to resolve these matters efficiently, ensuring my wife's vehicle receives the attention it needs without further distress. I am keen to maintain a constructive relationship with your dealership. However, I would prefer if future communications come directly from someone who is fully briefed on my situation to avoid further frustration. Thank you for your attention to this matter. I look forward to your prompt response on how we can move forward. Best regards, ***** ****** ************ ************************

  Business response

  10/23/2024

  Mr. ****** was understandably upset with the amount of time it has been taking with the repairs but 

  he repeatedly cursed and put his hands in employees face and made threats at the dealership and

  because of his actions we no longer wish to do business with him.

   

  Customer response

  10/23/2024

  
  Complaint: 22414588
  
  I am rejecting this response because:Big Country Ford's making excuses for poor communication, poor service and lack of accepting any responsibility. This organization is bad representation of the community.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March we purchased a car from Big Country Ford late in the day. After leaving the dealership we realized that the car did not have the features that we had needed and verbalized. Upon reaching out to Big Country Ford we were told that we would have to wait as "we were lucky to get that one financed." Upon speaking with another dealership we were approved for another vehicle but could not move forward due to the immediate negative equity in the car. We filed a complaint with Ford Motor Company in which I was apologized to for the way we were treated by the dealership. I was also told that there was not a lot they could do as the dealerships are independently owned but that they would make a negative review on my behalf. It was also recommended that in the future we use a different dealership. We were also told that the contract could have been cancelled. Now we are stuck with a car that we do not believe was the one we actually looked at, one that had recalls when we drove it off of the lot, and one that has other issues. we purchased the car as our other vehicle had been in their shop for an extended amount of time after repairs were allegedly made prior. When picking up our vehicle from the shop it had a cracked windshield that is not repairable. The gentleman at the shop desk actually laughed at me when I told him and stated that they could crack like that in the heat as it was in their care, stored in the open. This complaint was also made through Ford Motor Company. We were told that the dealership stated that it could not be proved that it happened there. After these encounters we are stuck with a car that we did not want and a vehicle with a damaged windshield. All we wanted was for the dealership to make things right, which apparently they refused to do.

  Business response

  09/22/2022

  Big Country Ford is sorry that Mr. ******* is unhappy with the vehicle that he purchased. 

  The day of the purchase he seemed excited for his new car and

  praised the salesman and the finance manager for helping him secure the loan.

  We were not made aware of his purchase remorse until after the taxes were paid and the

  title sent to the courthouse and the contract funded.

*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. ↩