Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue started when I purchased turbos from Jordan Ford in April 2024 (receipts attached). Jordan Ford was 6 plus weeks out for repairs so I took my vehicle to another authorized **** mechanic to have the turbos installed. In August 2024, my 2014 **** Explorer started smoking while sitting still and I contacted Jordan Ford as I suspected it was the turbos, etc. Jordan Ford told me to bring them the vehicle, so it was towed to Jordan Ford. The service advisor asked for receipts and they were all delivered to him in person. The service advisor sent me an email message on 8/30/24 (attached) asking for additional receipts and telling me in writing that "we have metal in the engine and it looks like the turbo will be the root cause" The receipts that he is asking for do not exist. I specifically asked ***** Huron and the service advisor if I needed any additional "kits" or "parts" when I personally picked up the turbos and both of them told me No.Jordan Ford has had my 2014 **** Explorer (see attachment with VIN that was sent to the General Manager on 1/9/2025) since August ************************** at all unless I keep asking questions. I researched the proper way to work with **** in this case and was told to contact **** Customer Service. I contacted them around 11/20/24 and they opened a case and assigned me a specialist (Le'*** ******). I have attached a timeline of events that was sent to this customer specialist. When **** contacted ******************** (Mr. ******* ********), he just told them he was waiting on receipts, etc. I have provided all the receipts that I have and this has been discussed with Jordan Ford on more than one occasion. Jordan Ford has had my 2014 **** Explorer there since 8/24. This is my only personal vehicle that I use to take my daughter back and forth to school plus get around every day. I am a service disabled veteran plus a single father so I need my vehicle and Jordan Ford has had it for almost 5 months (see all att)

  Business response

  01/15/2025

  We are interested in solving this concern for Mr. ***** This is an 11-year-old vehicle with *******+ miles on the odometer and has never been looked at by one of our techs before this. The customer indicated to us by the attached screenshot that he was knowledgeable that he needed a turbo kit. Since the vehicle currently resides in our shop, we plan to further diagnose the vehicle, with the most efficient and affordable repair. In order to begin this diagnostic, we would need the approval from the customer for two labor hours, approximately $350. Please let us know if this is a reasonable step towards the customers concern.

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as I told ***** **** on our phone call, I am agreeable to the 2 hours at $350 to further diagnose the problem.  It was my original understanding that they had already diagnosed the problem back in August 2024, when I took the vehicle to them.  The service advisor responded stating the turbos were the problem so I'm unsure how they came to this conclusion without an original diagnosis.  Let it be further noted that they have not contacted me regarding their additional review.  They still have my vehicle and I request this matter not be closed until we have reached a final resolution.
  
  Regards,
  
  ****** **** ****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stopped at a gas station after driving 2021 F150 hybrid in the rain for 4 hours on a HWY. "Stop safely now" light came on and the truck would not start. We called a tow truck but they could not get it started. I paid $1,300 to have the truck towed back to ***********. It was 9pm and there was not a dealership with a hybrid tech that I knew of in the area. The truck has ****** miles so still under warranty. The truck was at Jordan Ford for over a month. ***** said she could see codes thrown weeks before the truck broke down. They couldnt find the problem and asked for additional $1,400 diagnostic fee (I was told this was just a technicality because it should be covered under the hybrid warranty)I found my truck was parked in no parking fire line and left UNLOCKED after I was told by the service **** that it had been dragged out of the fire zone. I then called **** customer care, because I was worried about the integrity of Jordan Ford service ****. They got the truck running and drove it for 5 miles. Stop safely now light came on again and they could not restart it.The service manager at Jordan wanted the truck towed to another dealer since they could not figure out what was wrong with it. I overheard convo of ***** (she **** dialed me) with the techs where she suggested they should make me tow my truck back to the dealership I bought it from. They were more concerned about the negative review they expected from me than fixing the truck.Eventually, they ended up replacing the harnesses. ***** in service had said she had customers with "harness issues" and she has been able to get **** to pay for those problems.I have spent $6,500 for towing, parts and labor. ********* has denied reimbursement. Jordan Ford is claiming there was water intrusion, but where in the manual does it say you can not drive a **** hybrid in the rain? I believe **** needs to stand behind their product.

  Business response

  10/28/2024

  This issue has elevated to the owner of the dealership who has researched the issue extensively including physically getting under a F150 hybrid to see the wiring harness location. He is in ******* currently and will be back Thursday. In the meantime, we appreciate the customers concern and our goal is always to provide a fair resolution for both parties. We will try to put an equitable closure on this by end of week.

  Customer response

  10/28/2024

  Complaint: 22435870
  
  I appreciate the owner taking the time to research this issue. I have been researching and losing sleep over the issue as well. In reading **** forums some suggest that the harnesses need to be wrapped with plastic wrap and others say this issue has happened when they drove their F150 hybrid through the car wash. I look forward to an equitable solution as well. 
  
  Regards,
  
  ****** ******

  Business response

  11/06/2024

  this response from the owner of Jordan Ford: 

  I have thoroughly researched the customer's concern.   

  Even though Ms. ****** ****** had not purchased this vehicle from our dealership, she did purchase a truck from us during this time in order to get back on the road presumably because she is in real estate and needs the vehicle to do her job.  I understand she was frustrated with our answer that her concern would not fall under normal manufacturer's warranty due to the amount of water that poured out of the wiring harness.  I have become very familiar with the hybrid version of the F-150 and location of the harness having gotten under the truck with our technician to get a total understanding.  The harness is at least 2.5 feet above the pavement and protected by a shield.  It is our technician's opinion and mine that we cannot readdress the issue with **** and there has been no government recall mandate on the issue.  

  However, my personal goal is to always try to be fair to all 3 entities, the customer, our dealership, and the manufacturer **** and with full intention of hopefully creating a customer for life.  Therefore, I propose the following:  Jordan Ford will use its own  resources and relationships with the manufacturer to convey $2,000 in cash and an additional $2,000 in **** pass points ( think frequent flyer points) to be used for anything at Jordan Ford.  I am sorry for her experience, and I hope this accomplishes our mutual goal. 

  Customer response

  11/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  I did indeed purchase a F150 V8 engine from Jordan Ford, and I was pleased with my purchase experience. This was not because I had a desire for a new vehicle, but simply because I lost ALL FAITH in the hybrid F150 after it broke down suddenly. It is also difficult to find a hybrid tech to work on these vehicles and the wait time for repairs is extensive.  

  That being said, I appreciate the owner of Jordan Ford taking time to review the complaint. 

  I will accept Jordans offer of $2000 in cash and additional $2000 worth in **** Pass Points which would make total of $4000 in cash value. I will wait to be contacted with the details.
  
  Regards,
  
  ****** ******

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car in July 2023 from Jordan Lexus with all the checks they do. I hit a deer on Nov 14, 2023, with my new car. My insurance company had me take the vehicle to Jordan Ford Collision Repair. I was informed that Jordan found a senor issue requiring them to take the car to ****************** for repair. On Jan 26, I called my insurance company to inquire about a rental vehicle since my car took so long to fix. On Jan 26, about 25 minutes after I called my insurance company to ask about a rental car, the Jordan dealership called to let me know my car was done at ******************, and they were picking it up but wanted to keep it for the weekend to assure me the sender did not go bad again. Within 30 minutes of this call, 30 minutes later I received a second call from the same guy at Jordan Ford, who told me to disregard the last phone call and that my car would be ready that day. On Jan 26, ****, I drove my car to work for four days, a total of 48 miles when my car broke. As I was driving my car, the power was reduced; It threw a check engine light on and said an emissions error. I called Jordan to return it to them since I just picked it up. Jordan is now telling me this is unrelated to the accident, but I have a few sensors out, and they will not cover this. This is the most ridiculous thing I have ever heard. This is due to hitting a deer at 55MPH and destroying my front end. I would have test driven a car longer than I had before it broke. Do you now even give test driving time- miles for the cars they fix?

  Business response

  02/06/2024

  Hello,

  I believe this customer has the wrong dealership. This is Jordan Ford located in ***********, *****. The customer address says ******* and there is another dealership named Jordan Ford in *******. We ask that this complaint be removed from our business and posted to the correct dealership. Thank you.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a consumer credit transaction for an extension of my credit. Well I was denied 1. I wasnt allowed to leave my social security number off the application law says I dont have to give it to you when Im asking for extension of my credits. You ran my social without my express written consent and gave me adverse action. No benefit was given. Im trying to do business and you are restricting me from my duties of performing my business. I issued you an asset The application is the assset and I want it back I do not authorize you to trade it over the security exchange commission and I am prepared to give sworn affidavit by oath penalty of perjury to and my affidavit to Sec and courts for security fraud cus you did not disclose to me you were gonna sell or trade my application over the SEC.you were given a consume} credit check in my name but u acted as my power of attorney to collect the check from treasury and Denied me. Whooooooa These are true and factual testimony Im giving here. So come on with it you have been officially put on Notice you have 14 days to respon point by point. By sworn affidavit I need sum kind of validation wher my a-privation is ? Did you sell it and commit security Fraud and identity theft. Did you receive my consumer credit check on my behalf?is the application the asset? If u cant give. Sworn testimony send it to me by mail it will b considered heresay with no merit. Im sick n tired of these big corporations taking advantage of the consumer. I just aint having it anymore I will take the biggest risk and persue this to the fullest extent or you can realize you messed up with the wrong one and send me that mustang I requested with my extension of credit. Black on black dark horse or 500 mustang 2023. Thank you

  Business response

  11/29/2023

  Timeline of exactly what happened with our customer ***************************** regarding his wish to purchase a **** Mustang:
  

  1. 10-11-23 at 12:22 PM ********************** inquired online about a **** Mustang he saw on our website.
  2. Same day, Salesperson ********************* responded to him at 12:53 PM thanking him for his interest and also sending him pictures of the Mustang. informing him that the vehicle   was in stock and onsite available for  a test drive.
  3. Same day, 2:11 PM  customer replied I dont need a test drive just need an application. Im not too picky just no red color.
  4. Same day, 2:14 PM The salesperson sent ********* a link to fill out a credit application on our website. This link requires a social security number and acknowledges that   customer is giving permission to run his credit.
  5. Same day, 3:47pm The customer filled out the credit application online as a business under ***************************** Estate and replied done
  6. Same day, 4:47 PM the salesperson informed him that the lenders due to this business name which had insufficient credit were asking for a personal guarantor for the requested   $60,000 loan.
  7. Same day, 6:25 PM customer responded ok do it.
  8. 10/12/23 11:04AM filled out his personal application on the link we sent, including his social security number and acknowledgement that he was authorizing his credit to be run.
  
  After reviewing his credit both ********** Credit and ********* declined to approve his loan request and sent him the typical and required by law consumer letters stating why they were unable to approve him.
  
  Jordan Ford followed all proper and required guidelines for handling customer non-public information.

  Customer response

  11/29/2023

  Complaint: 20909255
  
  I am rejecting this response because:
  This was a different time but on this occasion the salesman screwed it al=l up I a-plied over the phone salesman didnt even know his name was dead corporation he didnt know the difference between  a living Natural person and a living Natural man yea he screwed up my application put me in wrong spot . Yeah this was whole different time
  Regards,
  
  *****************************

  Business response

  11/30/2023

  The first response we sent with time stamps is the only record we have for this customer. We also are not understanding some of the customer's last response when he says "he didnt know the difference between a living Natural person and a living Natural man. So unfortunately, we cannot do anything further.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called for tow service on 5/13/2023. The tow truck drive *********************** arrived but he told me I don't need a tow and to just drive the vehicle straigh to the dealership. He instructed me not to go anywhere else but directly there. he said my car will make it. He told me what part I needed & told me I won't get charged since he quote & unquote "didn't do anything". I called to cancel the **** *** was immediately sent a text message asking me to confirm that a tow was not needed nor did the drive service my vehicle. I confirmed no tow and no service was needed but yet the charge of $146.12 was never reimbursed. They need to reimburse me as no tow was initiated. I drove my vehicle to the dealership. The dealership also has cameras showing I drove in and not towed. I also disputed it w/my credit card company CITI and they are siding w/Ford even though I have my confirmation that I was not towed. I am filing a complaint against **** as well shortly after this. This is fraud.

  Business response

  06/20/2023

  Jordan Ford did not charge the customer anything nor did we advise her to get tow service. It was not until she arrived at the dealership that we had our first encounter with the customer, so we presume she ordered the tow service on her own. We have no connection with the tow company. If the tow service charged the customer, then we advise that she address this with the tow company.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We built a new **** Explorer at Jordan Ford. We purchased the rear entertainment system for $1,999.99 before tax. When the car arrived, the rear entertainment system did not have a *** player, despite our car manual showing instructions on how to use the *** player. We brought this to the attention of Jordan Ford (spoke with ***) who directed us to **** customer service. **** informed us that they no longer supply entertainment systems with *** players (despite us purchasing it for this reason). We requested a refund but were denied. We attempted to use the entertainment system for streaming, but were having issues. We contacted ****, and they told us that the entertainment system is streaming compatible with iOS (and this is also explicitly mentioned on ****'s website). We continued to have issues so we contacted the manufacturers of the rear entertainment system (VOXX Electronics) and they told us that this product not compatible with iOS. We reached back out to **** who also contacted VOXX and confirmed this, but offered no resolution. So we are now left with an entertainment system that we cannot use. If **** is unable to provide us with a replacement with either a *** player or streaming capability with iOS, we would like a refund and standard headrests installed. **Of note, Jordan Ford falsified a previously signed document. When we purchased the car, we were offered free tint of all windows which was stated on our signed contract. When our car arrived, someone had crossed out the statement and wrote "rear tint only." Fortunately we were able to produce the original document and they honored it, but this speaks to the kind of business that we are working with.*****Complaint also filed with **** Motor Company***

  Business response

  05/16/2023

  I am very sorry to read the complaint from ******************* I have thoroughly researched the issue and found the following:
  
  ****************** came in and ordered a 2022 **** Explorer Platinum with rear entertainment on January 29th, 2022. The vehicle was then purchased and delivered to the customer on May 10th, 2022, and came back several days later for tint, which was agreed to at the time of order. The breakdown in communication and the follow-through of completing the tint prior to delivery was a breakdown in our process and I'm very sorry for this.
  
  The current rear entertainment systems in all **** models have been present since 2020.Unfortunately, no discussion of a DVD player was mentioned at the time of order and was more of an assumption on the customer's part. It wasn't until months later after the purchase her husband came into the service department asking about the functionality of the rear entertainment. Thats when he was educated further about the functionality of the system, and he was disappointed with user friendliness of the product. The husband was convinced we ordered the wrong system and then reached out to **** hoping for a different answer because the owner's manual does show two different systems and how to operate them.****s system is compatible with IOS platform, but will only mirror the device it is physically plugged into. There are 3 ways to view content on the rear entertainment system.
  
  - Physically plugged into a IOS device in which it will mirror the content streaming from that device.
  - You can also load movies onto an SD card or USB, and then plug it into the front of the screen. You then use the remote to select content from these sources.
  - You can stream live content from ******** Prime ***************** Plus, etc., but in order to accomplish this you must already have one or more of these services actively and purchase the internet service. This service can be paid monthly or annually for a significant savings.
  

  I hope the above explanation gives you better insight on how to use the rear entertainment features. We are here to help and are willing to set up an appointment to demonstrate if needed. 

  ***************************

  General Manager

  Customer response

  05/22/2023

  Complaint: 20057271
  
  I am rejecting this response because: see attachment
  
  Regards,
  
  *************************

  Business response

  05/22/2023

  Hi *****,

  Our General Manager, ***************************, said he has the same rear headrest entertainment system in his SUV. Attached is a photo of the **** Play app that shows the option to stream from mobile device. He did say that from his experience, it can be challenging to set up but works great once you do. We would like to set up an appointment for you to come in and we can help set it up for you. Please let me know your availability so I can set an appointment for you. My email address is *******************************.

  Customer response

  05/24/2023

  Complaint: 20057271
  
  I am rejecting this response because: see attachment
  
  Regards,
  
  *************************

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7 April 2023 I had an appointment at Jordan Ford to have The Works performed on my vehicle. When I called to setup the appointment I was told it should take about a hour and a half. When my car was returned to me I noticed the caps were located in the same places as when I dropped it off. Later that day it dawned on me that they never requested my wheel lock key so I was sure my tires had not been rotated. I contacted Jordan Ford on Saturday and informed them the rotation had not been done although it was noted on my receipt as being done. I paid $83 for the service and I went back on Monday (10 April) and requested a refund. They ask if they could just rotate my tires but I explained to them I couldnt trust them to do the right thing because no one seemed to be surprised that the tires had not been rotated. My safety and the safety of my family is very important to me and I am concerned that turning my vehicle over to Jordan Ford to perform service has the potential to be hit or miss. I put my trust in them and they failed. On Monday, 10 April 2023, I spoke with the General ******* of Sales and he told me if I planned to take my business elsewhere they would not give me a refund. He called the Quick Lane ******* whom I had a lengthy discussion with concerning the situation. We came to the resolution that he would initiate a refund. He pulled the paperwork and told me he would take it upstairs because they would have to issue the refund. To date my money has not been refunded. If this situation involved something that wasnt as critical as my vehicle, some other resolution could have been negotiated. I do not want to be in a situation where I think maintenance has been performed and it has not. Proper maintenance is necessary to extend the life of a vehicle and I have to be assured it is being done in order to ensure the safety of myself and my family.

  Business response

  04/20/2023

  Ms. **** came in for service and there was a miscommunication on vehicles as the Advisor was telling the tech not to rotate tires on a vehicle and the tech did not rotate tires on the incorrect vehicle. When we found this out, as she turned in a ***** letting ** know the issue, we contacted her and were working to make the situation right.   That is when she came in and spoke with *** and then *** got ***** involved.   ***** tried to make it right, but she told them that she just wanted her money back and that she was not coming back.   ***** offered her a refund on the service, for the tire rotation not completed, and took the information upstairs that day to get processed.  ***** is checking with Accounting to verify that she processed the refund to her credit card.

  Customer response

  04/21/2023

  Complaint: 19958486
  
  I am rejecting this response because: Jordan Fords response is untruthful about contacting me to make things right.  ***** stated to me that some customers put signs in their cars telling them not to rotate their tires because they have them rotated elsewhere.  They never stated there was a miscommunication within their facility. This is just another example of their lack on integrity. Jordan Ford did not contact me about my tires not being rotated I called them on Saturday, 8 April and told ***** they had neglected to rotate my tires and I knew it was so because they never requested my wheel locks.  Those also indicated on my bill that the tire rotation was completed.  ***** ask me to come back on Monday, the 10th of April to have them rotated. When I stated I wanted a refund and I would no longer be doing business with Jordan Ford, *** told me they would not give me a refund if I was not longer going to bring my vehicle there.  When he retrieved ***** and I told him I wanted a refund ***** told me that I didnt pay for a tire rotation that is was a free service with the oil change.  I had already spoken to someone at the service desk to find out the cost of the tire rotation so again ***** was not being honest.  He ask me if they could just rotate the tires and I told him no because I didnt trust them to do the right thing.  I told him just to refund my money.  Thats when he told me he would take the paperwork upstairs to initiate the refund.  I received another survey from Jordan Ford which I responded to and gave them a grade of 1 out of 5.  I have attached the email and my response that was sent to me on Wednesday, 19 April 2023, from ******* who stated there was a miscommunication (Jordan Fords new term for not telling the truth).  I tried to call him but got his voicemail so I decided to respond to him in email to have a written record of my dealings with Jordan Ford.  I didnt hear back from him or anyone else at Jordan Ford until I file this complaint with the BBB.  I found it quite interesting that I requested a refund on the 10th of April, but it wasnt until this complaint made it to Jordan Ford did the refund get initiated.   Today, 21 April 2023, Jordan Ford refunded $19.99 to my credit card for a service that ***** told me was free with the oil change.  The personnel at Jordan Ford should practice honesty when dealing with its customers.  If they had contacted me to say my tires were not rotated due to a miscommunication I would have understood that, but instead they made that story up after I contacted BBB.
  
  Regards,
  
  **********

  Business response

  04/24/2023

  As the owner of Jordan Ford I am very sorry to read this. With 3000+service customers per month we are bound to make some errors and we did in this case I am very sorry. 
  In my opinion, All Jordan Ford /customer miscommunications are our fault.  We should have said that from the beginning. Too bad it elevated to this.
  
  I understand we refunded the amount you asked for and I also understand that you will take your business somewhere else.  I would ask that as you think back to this, please know we are working to teach our team proper customer service with each transaction. 

  *******************

  Customer response

  04/24/2023

  Complaint: 19958486
  
  I am rejecting this response because: Jordan Ford initiated a refund to my account on Friday and today the refund was pulled back by them. In my opinion they submitted the refund to get the complaint closed and then went right back to displaying their lack of integrity by reversing the charge.  ******************* responded that I should rethink taking my business elsewhere and I was considering giving them another opportunity to prove themselves, but his company has again failed to keep their agreement. Jordan Ford needs to say what they are going to do and then do what they say they did.  I want my credit card refunded to end these shenanigans.  
  
  Regards,
  
  **************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our 2020 **** explorer was towed to Jordan ford on 26 December 2022 due to the vehicle going into sleep mode. Trying to get a manager- any manager to return phone calls is impossible Our car has been sitting on their lot since 26 December /it is now 5 January 2023 and no one has called us with status etc. we have finally asked for the car to be towed to another dealership so it can be worked on The lack of customer service at this dealership is lacking!

  Business response

  01/06/2023

  This customer had his vehicle towed in during the holidays, without and appointment, and was told that it would be after the 1st of the year before the vehicle could even be attempted to be looked at.   *********************** was the advisor and explained this to the customer on several occasions and the customer stated to him that this was unacceptable and that we needed to push his vehicle to the front of the line immediately.   I told **** that for customer satisfaction, we would tow the vehicle to a shop of his choice if someone had an opportunity to look at it quicker than we could.   **** said the customer told him that ********************* could look at it right away so we towed it to them at no charge to the customer.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jordan ford sold me silverado **** with 4ply 115t rated tires That they said they had put on. I had to take the truck to discount tire and they couldnt touch it cause thoose tires are not rated for that truck.. contacted ****** at jordan ford was told he would talk to manager , he then said nothing he could do since i didnt by warranty for tires had to replace tires at $1500+out of pocket . I would like them to pay for the replacement tires it was a safety issue they should be aware of proper tires for a HD truck.

  Business response

  11/29/2022

  We did install tires on the truck ************ purchased during our normal presale service. As was the case in this truck frequently buy new car take off tires from 2 local tires shops Discount Tire and 4 wheel parts (they are essentially new tires that are removed when a customer upgrades wheels and tires)
  
  We believe they were good and acceptable tires for the vehicle or the tire shop would not have sold them to us and we wouldnt have installed them, however ************ did contact our sales rep ****** within a month of his purchase and stated he was changing wheels and the tires did not have the correct load rating and was there anything we could do. ************ was told no we could not assist in this case, he bought an older higher mileage truck and it was sold AS IS. At his discretion he decided to purchase $1500.00 worth of tires of his choice and is now requesting we compensate him for those tires. We take the position that that was his choice and he made that decision knowing we were not paying for this transaction.
  
  If an effort to resolve the customers concerns and maintain customer satisfaction ******************** will be willing to take back the removed tires that were on ************** truck when he purchased them and pay him the amount we paid for the tires the first time $750.00 and add an additional $250.00 to compensate him for either travel expenses to bring them or ship them back to Jordan Ford. This offer is extended thru the end of Dec 2022 and we would like to know before he returns the tires so we can have a check ready to give him after we inspect the tires.    

  Customer response

  11/29/2022

  Complaint: 18458975
  
  I am rejecting this response because: i dont have time to come back to san s an antonio  and the tires that you installed do not meet load rating for that truck . Discount tire is the one that stated that the tires you provided dont go on that vehicle the discount tire website and other backed that information up. The only tires available to fit that truck at the time where the ones i had installed  had i not had it done i would have risked a blow out and future damage to myself or vehicle i will gladly return the other if you have them picked up . Due to safety issues i had to replace the tires with what was safe and availabilie. I have attached pictures to show the tires that you put on arent for that truck. My next step is reporting to state for ***** concerns if you are not willing to pay to fix safety issue yall caused . If im not mistaken the tires  i had put on were the same tire yall put on but 10ply (rated for **** )instead of 4 ply(not load rated for **** truck) if not aware of load ratings and whats safe for the vehicle i can get you a contact at discount to explain why the tire yall provided were unsafe.
  
  Regards,
  
  *******************************

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon. My name is **************************************. I am asking for your help about a situation about which I dont know what to do. I am a single parent working two jobs to get by and need a vehicle to do both my jobs. I am now without a vehicle as it is being held hostage by the Jordan Ford Dealership in ***********, ** although they said theyd pay for the rental car I had.On April 12, 2022, a trash can flew into my car on the freeway after being hit by the car in front of me. My car died on the freeway and was towed to a shop in San ******* They couldnt fix it because it required a computer part, so it was towed to Jordan Ford on April 13, 2022 from where I had purchased it. I told them what the previous shop said about needing the computer part.I rented a car using my insurance and had it for 3 weeks when Jordan Ford called me and said my car was repaired. My daughter and I attempted to pick it up, but it did the same thing as before it was supposedly repaired. I returned to Jordan Ford and spoke with ********************* who was in charge of my case. I was told by ********************* that Jordan Ford would pay for a rental car until my car was repaired since they hadnt actually repaired it. He sent me to Hertz Rental Cars, and I received a rental car which I believed would be paid for while my car was being repaired.I was subsequently called by **************** who said would not pay for the rental car, and I was responsible for over $2,000.00 for the rental. I reiterated that I was told by their employee, *********************, that Jordan Ford would pay for the rental until my car was fixed. I was informed ********************* had been fired and Jordan Ford would not pay for the rental.I don't have enough room for the rest of the story, but I am hoping the BBB can help me to get my car back from being held hostage by Jordan Ford dealership. I can't afford to pay when they said they would pay especially since I was in the hospital recently and owe over $6,000.00 for that illness.

  Business response

  11/01/2022

                 The vehicle had damage and was taken to the body shop for repairs on 04/13/22.   The body shop completed the repairs on or about 05/06/22.   The vehicle was returned to the customer, by the body shop, and the vehicle had issues.   The vehicle was brought back and an RO was written here on 05/06/22.  The customer was provided a rental at that time while the vehicle was being inspected and the repairs necessary determined.   With ***** termination there was a bit of a delay in getting information and the problem with the vehicle was found to be a damaged PCM, which was part of the original repair that the body shop performed. The PCM was ordered on 06/09/22 and was on national backorder and had no ETA.   After *********************** departure, I started talking to ******************* and following up on her issues.    When I realized that everything was damaged and insurance related, I got with the body shop and with GEICO to secure payment.   ***** stated that she had used up all of her rental and they would not pay for any additional.   I then submitted a case with **** as the part was on backorder and they also declined to assist.    I explained to Ms. ************************ that I am sure that ******* was trying to make sure she was taken care of anticipating that the insurance would assist but as the insurance declined and **** declined that she would be responsible for the rental.    After discussing with her about the timelines and everything that was going on, I told her that due to any misunderstandings or miscommunications, that I would take care of the first 60 days of rental and that she would be responsible from then on.    She, at that point, opted to contact **** herself to see if she could get any assistance to which they also declined.   I told her that I would even set her up for 1 of our demo courtesy vehicles as a way to help save her money, which she thanked me for.  Unfortunately by the time I was able to secure one for her, she was having medial issues and could not come get it.    Parts was finally able to secure a PCM for her and the vehicle has been ready since 10/11/22.
  
                 Ms. ************************ has known for some time that she would be responsible for a portion of the rental and she stayed in the rental having discussed these options with me on several occasions.   As even a customer satisfaction attempt, I have also taken care of a battery for her ( as the vehicle sat for a long period) as well as taking care of over $2200.00 in rental.

  - Service Director, **********;

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