Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: ********
  
  I am rejecting this response because:

  I am not AT ALL surprised by this response.  It's too late for you to admit anything now isn't it?  Also, we never said we were unhappy with the "service" we received.  We are unhappy that our awning was damaged while in your care for 2 weeks.  All the ladies in the front office admitted to being inside the RV (not just the Ford cab part of the vehicle) If your video cameras are inoperable your customers need to know this.  Also, we are not concerned that you are "disappointed".  It's just a shame that we feel this way and we will make sure that everyone knows you have no operational video cameras.  People need to know that their vehicles are not safe or secure at your dealership or in your care.  
  
  Sincerely,
  
  ***** ***** And ***** ******** ***** And ********

  anyone would be IN our RV and retracting the awning. Hailey or Hannah told us that she would talk to the service team and that "the security cameras would show what happened, and we would get a call back on 4/14/2025." Monday afternoon we had not heard from anyone at HVF so we called. We spoke to Mark or Kyle who said "I am going upstairs right now to look over the surveillance videos with the owner and we will call you back." By the afternoon of 4/16/2025 we still had not heard from anyone so we called again. We spoke to Kyle or Mark who said "our surveillance cameras were not working when we had your RV here therefore you have no way of proving that we did anything to your vehicle, have your lawyers call our lawyers". I (*****) am a US Army veteran and a responsible, respectable member of society. My husband and I own and operate a successful business here in ** and if we treated our customer/clients the way Heritage Valley Ford  did, we would not be in business.

  

  Business Response

  Date: 06/10/2025

  Ms. ********,
  

  We are disappointed you are not happy with the service you received here at Heritage Valley Ford, but as we have stated throughout our discourse regarding this issue there is no one at the store who would have touched the awning on your camper. Neither our advisors nor our technicians have time in their day to spend any additional time in or around a customers vehicle beyond the functions of their job roles.
  

  However, in the interest of addressing your stated concerns,I will do so point by point:
  

  *  Our Advisors were in the vehicle because that is what they need to do in order to check in the car and verify the vehicles information.
  *  Again, neither the advisors nor the flat rate technician would have touched the awning for any reason whatsoever. The repairs we made to the vehicle were all underneath the chassis, and nowhere near the awning.
  *  Our cameras suffered an IT problem where the static IP needed by the video recording server was taken by a conflicting device and disrupted communication over the network. Unfortunately, this issue was ongoing during the time your vehicle was with us, and no video recordings were saved.
  

  Customer satisfaction is of paramount importance to us, and we truly value our reputation and our customers. We are sincerely disappointed you feel we damaged your vehicle, but we are confident we have not. As such, we cannot take on the liability for the damage to the awning.

  

  Business Response

  Date: 06/11/2025

  Ms. ****************

  Our cameras work. As I stated in my previous response, we suffered a minor IT blip in the camera system, which happened to coincide with your visit. It has since been corrected and there have been no further issues with the camera system. You are misrepresenting the truth.
  
  Beyond this, there is nothing to admit in regard to the damage to your vehicle. There is no chance whatsoever anyone at Heritage Valley Ford touched the awning on your camper. Our sole interest in your vehicle was the repair. Any compliments of your camper were strictly regarding its visual appeal. No one entered any part of your vehicle beyond the drivers front seat.
  
  We insist upon a culture of integrity and accountability within our organization and performed our own investigation into this incident with all individuals involved. The professionalism of the Senior Master Technician and the Service Advisors is not in doubt.
  
  I wish you the best,
  
  **** *******

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Complaint: ********
  
  I am rejecting this response because: I reached out to the sales team via text and was told there was nothing they could do. Response attached. Corey  never reached out to me after that message

  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 01/12/2023

  We are disappointed you are not happy with your purchase of the 2014 Focus. We offered to trade you out of the car back in the October and November timeframe when you came into Sales as the extent of the backorder on the Transmission Control Module became apparent. If you would like us to reappraise your vehicle and look into your options with this car further please call *********************** at ************.

  

  Business Response

  Date: 01/12/2023

  We are willing to work with the customer on this, but she has to engage with us. The text correspondence she has is in regard to two vehicles they were trying trade at the time. She is upside down on her car, but she isn't $9,000 upside down on this car, that was for both the Focus and the Escape. The dealership has not done anything wrong - we have completed all repairs in line with ****'s policies. We cannot be expected to buy back a car because **** cannot produce the parts fast enough.

  Customer Answer

  Date: 02/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The problem is not only the current part that is broken. The problem lies in the fact that it was sold to me with a broken transmission, I was misled on the action taken when it was supposedly fixed, and then this current part of the transmission that is directly related to the part that was broken when I purchased the vehicle is now broken. I would just like to get out of the loan that I am paying for a vehicle that I should have returned immediately instead of not pursuing legal action when it was originally sold to me with a bad transmission. I don't want any money for it. I just want to stop making these payments. I had to purchase a different vehicle so that I can continue to work while my vehicle has been broken at the dealership since early September and there were no vehicles available for me to use from the dealership. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 02/13/2023

  I have nothing further to add - if Ms. ********** will not contact us directly to go over her options as far as buying this car back from her, there is nothing I can do. The dealership has done nothing wrong, and we are willing to assist as long as what is asked is a reasonable course of action. This back and forth online is not a productive use of time.