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          Business Profile

          New Car Dealers

          Twin State Ford

          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.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            07/17/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Our **** Explorer is a lease that is within the first year. The main display that controls the car's functions has not worked for almost 3 months now. It has been to Twin State Ford on 5 occasions for the entire day to fix the issue (I have email documentation of 3 of the 5 when it was taken for the day). As of now the vehicle still does not work properly. We can not adjust anything from the AC/Heat to the radio station that we pay for monthly. none of the "special features involving the *** (heads-up display) work.When we contacted Twin State about the issue. They advised that all visits of the vehicle count as 1 issue and not separate problems.I contacted **** headquarters as the state of Vermont determines a lemon law to be under 2 criteria. OUR Vehicle Meets Criteria One - the 3-Time-Out Claim (See below).3-Times-Out Claim (Filing Method A): A Demand may be filed after the manufacturer/authorized dealer has had reasonable opportunities to repair a warranted defect(s). The lemon law presumes that three unsuccessful repair attempts meet this requirement. The first attempt must occur within the manufacturer's express warranty.A consumer filing with fewer than three repair attempts must convince the Board that the manufacturer was allowed a reasonable opportunity to repair. This could be for a safety-related defect/condition if the dealer/manufacturer presents the condition is characteristic, and no repair is needed, or for other reasons.The claim defect's symptom(s) must be present as of the filing date.Please review the eligibility requirements before filing and enclose the requested supporting documentation, which must be received prior to scheduling a hearing.A complaint was made to **** headquarters and an investigation was launched, I was advised today that out vehicle does not meet the lemon law requirement. The only reason our vehicle would not meet the requirement of the 3 time out claim is lack of proper documentation by Twin State Ford

            Customer response

            07/28/2024

            I have not heard from the business in response to my complaint. The repair is still not complete, and last we knew the part was on order for the repair for the second time. 

          • Initial Complaint

            03/27/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I had my engine repaired by Twin State Ford in *************, ******* in January of 2022.My husband and I then tried to move to *******, with all our belongings and dog in our **** and on the way, the car broke down in ********. We took our car to: ******************* in ********* ******** and the dealership determined the repair was poor workmanship Al the *********** Service Advisor stated their were metal shards all through the vehicle & the engine would need to be replaced. After a month of being stranded in ** & eventually making our way to AZ in a rental car paid for out of our pockets, arrangements were made between **** Claims & the 2 dealerships to have my car shipped back to the Twin State Ford in *************, *******. The car arrived at Twin State Ford, roughly 2 years after it broke down, in January of 2024. Upon arriving I explained the situation again to **** claims and ****** the Supervisor stated because they had a ton of cars to look at first, they could not diagnose my car right away. **** Claims has tried numerous times to follow up with ****** without being able to make contact. They have tried dozens of times to contact them over the last 2 months to no avail. I have also tried contacting them on several occasions but run into the same issue. I need confirmation that they are working on diagnosing & repairing my **** *** need to know the timeline for that repair. At this point they have basically stolen my car & are ghosting me as I try to figure out the status. At a minimum I need a representative from Twin State Ford to schedule & participate in another three-way call with **** Claims, ********* I also need them to officially diagnose the issue and repair the damage they originally caused, in addition to, any damage that *** have occurred due to incremental weather and outside circumstances while my car was being held at both dealerships. I have been making payments on my car and insurance over this time too, with no rental car offered to me.

            Customer response

            04/07/2024

            I have not heard from the business in response to my complaint.

          • Initial Complaint

            05/06/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Purchased 2021 f150 December 30,2021. Received truck on February 14. Had vehicle two weeks and 4 wheel drive stopped working. Took vehicle to dealer for repairs, parts have been on back order since. Called ************** to expedite parts and still waiting. **** case #CAS36361621.

            Customer response

            05/17/2022

            I have not heard from the business in response to my complaint.

          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. ↩

          BBB Rating & Accreditation

          C-

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 25

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          8 Memorial Dr

          St Johnsbury, VT 05819-1239

          Get Directions
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          (802) 748-4444

          Customer Complaints Summary

          3 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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