Business Profile
New Car Dealers
Gene Messer Ford Inc.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/01/2025
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have consistently had issues with Lubbock ****** it started with my purchase of my new vehicle. Lack of communicaiton, poor responses with emails and no calls ever answered. Now I am due a refund of my registration in one state that I moved out of. The registration costs falls under the Dealership whether or not it was delayed. Also to note the piece that caused it to fail smog, was not provided to me. I recently have called and sent a number of emails with no responseInitial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The service department at Gene Messer Ford , for the second time, has indicated literally zero interest in providing service for my child living in Lubbock. The previous time in late 2023, they delayed working on my childs car for a month, not leaving her loaner options. I did call 2 times to encourage better service. I just found out from my daughter that they continue to put her repair needs last with this continued issue with the car. The vehicle has been there a week and they said now it will be mid to late next week. My daughter is now without transportation again. Ive never experienced such blatant disregard for a good paying customer. Thank you for any assistance you can give.Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My vehicle had a serious engine recall. I called **** corporate and they advised I take the vehicle to Gene Messer Ford. Once I took it, they explained that the vehicle had to stay so I called **** Corporate and since I had bought the extra warranty I had a right to the rental. **** couldnt provide me a rental from their lot so they sent me to enterprise but wanted me to pay for it and agreed to reimbursement. My vehicle was ready 5 weeks later and when I submitted all the receipts to **** Corporate, they forwarded them to Gene Messer ford with an approval, but Gene ********************** never reimbursed me. I followed up monthly and nothing. I spoke to Managers and they said they would take care of it, but nothing. The amount was for about $4,000.00 but I have now accrued interest since I charged it to a credit card. *********************** which I believe is the higher up at Gene ********************** has avoided me at all cost.Initial Complaint
05/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a used car with negotiated $1,800 of body damage repair (their service department estimate) as part of the purchase agreement. After purchase - they won't schedule the repair and will not return my calls to schedule the repair.Customer response
05/07/2024
Car is in their shop for repairs. Thank youInitial Complaint
04/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dropped the truck off on November 18th ************************************************ 3-4 weeks. After weeks of run around by the shop saying they are working on it and it being in the shop getting worked on I drove by and it was still in the yard not moved or touched. After talking with shop rep they were to get it in that day. A week went by still nothing so reached out again and then they pulled it in the shop after a few weeks stopped in to check on it and still nothing was being done to it after 3 months of it being there they decided they can't do the job after already being paid by insurance for the job. they then sub lease out to another shop after about 4 months being there. After being completed and the frame being welded by what im sure is not a certified welder I got the truck back just before 5 months. While on the first trip the steering arm falls off going down the high way at 75mph causing us to have no steering with my family in the truck. I do believe there wasn't a ASE Certified mechanic that put it together. As looking at the good reviews from this shop now it appears they do this all the time. I Cannot trust the truck that was half a** put together and welded and would like to be compensated for the truck as of current Value at the date of drop off.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
See attachment complaintInitial Complaint
01/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We brought in our vehicle to have a recall taken care of. When we went to pick up the vehicle, Gene ********************** informed us that we had a radiator fluid leak. We had no leaks prior to dropping off this vehicle. Gene ********************** agreed that the leak looked brand new but were unwilling to fix it and wanted to charge us for the repair. I don't know what they did that would have caused our vehicle to leak radiator fluid but what I do know is that I had no prior issues with that vehicle and the leak started while it was in their possession. I feel like they are responsible for fixing this issue that happened while in their possession and I don't feel like I should be responsible for paying for it.Initial Complaint
01/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I bought a used car from Gene ********************** ****** it was a 2019 **** Escape. After 10 months of driving it the transmission went out. When I bought it, I specifically asked if it had been in a wreck and was told no. Well found out after the transmission went out it had been in a wreck. Any, I used my one tow from AAA to have it towed to a mechanic I trusted to find out what was wrong and that's when I learned the transmission went out. It would be $7500 to get it fixed with them. I contacted the salesman who I bought it from and he and his general manager sent it me to the Gene Messer Ford place. They wanted me to tow it to them so they could look at it and work something out with me. I told them I could not afford the tow. **** offered to tow it for me, not one time did they say I would ever have to pay for that tow. And I told them I wouldn't pay that tow. I went this past week with a friend and a trailer to tow my car to my house (I just don't have the $6,200 to have it fixed and I can't afford to take out a loan with them to do that). They refused to let me have my car unless I paid the tow fee that they told me was a free tow. They said since I didn't let them fix the car I now had to pay the tow fee. THat was never agreed to by me. THere is no paperwork about me paying that either. My car was hidden from me on the lot and I was not allowed to even look at my car. I just want my car back. And not pay the fee I never agreed to pay.Customer response
01/03/2024
The business promised to find a program to help with repairs. They did not. They just wanted me to finance repairs through them. I had told them I could not make payments or anything as I live paycheck to paycheck. They assured me they had programs in place but they did not. I was told I could get my car if they couldnt help me with repair costs. Then they wouldnt let me have my car. Tow was free according to the lady in the service department.Initial Complaint
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a 2014 F-150 on Febuary 20th 2023 and was told that the sunroof on the truck did not work but was sealed shut. Upon my drive home I heard loud wind noises and realized the sunroof was not sealed but sitting loose in the roof. I contacted the salesman multiple times and was told they would not fix it. I finally went to the building to speak to the manager and was told that they would do what they can. Instead of fixing it themselves they sent it to a cheap mechanic and after a month without the truck they told me was repaired. When I picked the truck up the sunroof was now operational. I dud notice he shotty workmanship as my interior trim was missing pieces and my speaker grills were not reinstalled correctly. I decided that I didn't want to fight with them anymore on that issue. Now March 23 2023 we have received rain and the sunroof is leaking water into the cab of the truck. I provided a quality trade in that sat 2 business days before it sold and yet I was sold a vehicle with major problems that were not suppose to be an issue. Getting someone to take care of this problem seems to be impossible so I am reaching out to the BBB in hopes I can get a fair shake. I now have a vehicle that I cannot drive in the rain, cannot sit in the rain and cannot take through a car wash. I believe that I was taken advantage of and I am very disappointed I'm the original manner in which they tried to fix the issue (not completing the repairs themselves but having the lowest bidder do it) and as I've said I provided a quality trade in with no issues and I am now at a point where I do not have a reliable means of transportation. I am stuck paying for a vehicle that is not of the quality it was sold to me as. I have lost the reliable trade in. I see my options as I pay for a vehicle that I can't rely upon, I pay an extraordinary amount to repair it properly or I ruin my credit by letting the vehicle get repossessed. I have no other options but to hope the BBB can help me.Initial Complaint
05/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am waiting on my warranty refund from Gene Messer Ford in Lubbock. The two following were canceled on February 9th. Premium Care refund - $1611.59 Premium Maintenance refund - $1414.41 We canceled a warranty for a ************************************************* We purchased a 2018 **** Expedition through Gene ********************** although it was lemon lawed through the **** RAV program. Case #******. **** transferred our warranty over to the 2020 expedition. When the 2020 expedition was traded in **** told ** to contact Gene ********************** to get the refund. All of warranties are under VIN# *****************. Attached is the e-mail saying our warranty was canceled on Feb 9, 2023. We spoke to **** over the phone and they informed ** that the check was sent to Gene ********************** on Feb 13th and we needed to contact them to get our check. We have been trying to get ahold of someone from Gene ********************** since Feb 14. We even went by there to talk to someone and finally did, but still nothing has been resolved. They do not respond nor give us any updates. we have spoke to several different people and they all give us the run around. We have been trying to get these refunds since February and it is now May.
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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