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:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On ***** ** 2023 I purchased my 2018 ******** **** through Jeff Smith Ford. I am an 80 year old widowed senior woman that ********** ** *** ********* ** ** ** ***** **** *****. I drive to volunteer so I needed another dependable vehicle like my previous that was hit on the driver's side earlier this year. My salesperson was really nice and made the buying experience enjoyable. ***** **** I was told by a person standing outside of my car that it was smoking from the tailpipe. I took it back to the dealership. The dealership assured me that it was only the oil burning off due to being over filled. I took my dealer's advice and continued to drive my vehicle with confidence until it started to knock and splutter. My confidence left immediately. I live in a Rural area and my travel consists of the same to do my volunteer work. Hearing this sound was the distressing and disturbing. I took the car back to Jeff Smith, but I was told to take it to the ******** dealership in ****** ** for a diagnosis since it has been over 30 days now since I bought the vehicle. ******** informed me that my vehicle had been seen by them before with engine issues and they informed me that it would cost me $18,929.42 before taxes to replace this engine. Jeff Smith Ford dealership and it's entities within have been negligent, deceptive, and failed to disclose the issues with this certified vehicle. I want the company to either pay the financial gap between the warranty I bought for the vehicle and my out of pocket cost or to communicate with my loan company and exchange my vehicle with them absorbing any upside down costs. Jeff Smith's name is being represented by negligent individuals that needs to be held accountable for their careless acts towards the ones that are keeping them with a paycheck and keeping this company open!!!

  Business Response

  Date: 06/08/2023

  Please advise Ms. * That today ******** we have left a message at ************ trying to get in touch with her to let her know she has coverage for any engine related issue she may have. This is the number that was on her repair order here, not the BBB complaint. It appears Ms. ******** did not right this complaint by looking at the e-mail address. That's really immaterial other than the only one I can discuss her ******** with is her (Privacy Act). Steve K called today @ 11:00 am and left a message. Ask Ms. * to please return our call so we can take care on her issues. We will need to work out a date so that we can arrange a loaner car for her to use while we are working on getting her car repaired. I have addressed the issue with her being sent to another dealership, that will not happen again to anyone. Also just a bit more information I called ******** to find out when we had brought that car to them before only to find out it was not us. It was the prior owner of the car. I take issue with comments like negligent, deceptive, and failure to disclose issues. Jeff Smith name is not being represented by negligent people, for I am one of them. If I can be of more assistance let me know.

  Customer Answer

  Date: 06/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I, ******** ** ******** understand that the resolution is to provide a loaner to me until my issue is resolved.   Also for Jeff Smith Ford to be responsible for all repairs at no additional expense to me regarding this present issue and any issues that may or has resulted as a direct cause.  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:05/18/2023

  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.

  This is a used car that I purchased from Jeff Smith In Byron. It's still covered under warranty and it's had to be taken back to the dealer 4 different times to fix issues that were missed upon the inspection of the sales manager. The damage is so severe they had to replace the left front strut, replace a strut bearing ,shock absorber new tire and do an alignment. Mind you, this is 4 days after I already had the car. So not sure how they missed it on the initial inspection. This damage is related to the details on the ****** report. There is also issues with rough spots that look like rust all over the car. The paint is pealing off around the rear passenger tail light due to poor workmanship on previous repair. I was also told they submitted pictures to Ford to see if it could be fixed then told by another dealer they won't even fix the paint. Also the bolts that are where the fender and hood corners meet are popping up and on one side it's already busted through the paint of the car. Not sure what caused it. Not have they addressed it . I have the biggest of issues with the Jeff Smith dealership . Every time I call they have to call me back cause they don't know whats been done on my car yet. I am hoping since it's the 5th car I've bought them I would have got treated better.

  Business Response

  Date: 06/30/2023

  Ms. Jackson's vehicle is currently at the dealership being repaired. Appointment was made and she dropped it off ****/23.

• Initial Complaint

  Date:09/22/2022

  Type:Product 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.

  I bought a vehicle from here in *******.. they dropped the vehicle off 2 weeks after purchase with the check engine light on. I immediately Told them and they picked it up. Claiming it was just oil change. The truck cut off on me in drive multiple times after fropping it back off. they keep it for 2 weeks at a time saying its "the actuator" then the "transducer pressure. They are well aware this truck was for my business and i have not been able to run since buying it. Explaining that to them on recorded conversations did nothing but make them hang up in my face 10 times saying " i should have bought a new truck" "since i have a business should have money for a new truck" "oh well $60k isnt going to get you a truck with no problems " i have been in emotional and financial distress since then. Its a 2016 *** and had 50k miles in it. ALSO THEY LIED ABOUT WARRANTY AT BUYING. They push me off to a different dealership because they couldn't figure out whats wrong. I have finally got another opinion and they have found that its the transmission. They sold me a lemon and do not answer me and have admitted it. This will cost me $10k and i have lost wages due to this truck being sold to me off of a lie. They stated there was not problems and sent me altered picture of car fax . Since ive had it i havent even put 2k miles it
  

  Business Response

  Date: 12/02/2022

  Consumer Response /* (3000, 19, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have all documents, texts and recorded calls. Ive reached out many time to the dealership when they stopped answering and made me go to their sister dealership. Who, also stop responding to text . The vehicle would work for 2 weeks and stop. It was something everytime i took it back (4 times in 2 months) when their sister dealership just said they couldn't find the problem and stop trying and replying. The vehicle wasnt brought back to them because, on a recorder line, their sales manager said oh well should have brought a new truck and hungup 8 times after i called back. I finally got in touch with someone who sent me to the same dealer in another city. Who still couldn't figure out the problem
  
  
  Business Response /* (4000, 21, 2022/11/16) */
  This is everything I have to make a decision with, on ********* Customer brought her ***** Truck in with a check engine light on. It was written up by ****************** and send to Jeff Smith ***** in Perry for Diagnosis, we are a ford dealer and do not have the proper electronic equipment made by the manufacture to properly diagnose check engine light concerns. They called our dealership stating they had to drive they had driven it 60 miles and the check engine light had came back on. notified me that the Turbo Actuator resistance was less than 3 ohms and needed to be replaced. I approved the $5,960.00 repair and Jeff Smith Ford paid the bill, Ms ********s was furnish a loaner vehicle through the whole process at no charge to her.On April 4th she took it bad to ***** with a check engine light on with a trouble code of PO868 Line pressure low. According to ***** the repair consist of reprogramming the PCM in which was done and vehicle was returned to customer. On ********** the vehicle was brought back to ***** however there are no notes. Could be that the dealership could not look at the vehicle that day> Oo ********** the truck returned we cleared the codes and drove it 100 miles to get the light to reset so that we could determine the problem. We could not duplicate the issue. on ******** the truck returned no check engine light, customer stated the vehicle will shut down between 0-15 mph. we again could not duplicate the issue, but we did do a maintenance of cleaning the throttle body. vehicle has not returned since. My suggestion would be to call the Service Manager at that store and set an appointment to discuss further option. I will apologies for any hang-ups or lack of consideration on anyone's part at the dealerships. I personal have nothing to do with the sales department at either store and will not speak on there behalf, not knowing all the story.

• Initial Complaint

  Date:08/11/2022

  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.

  I purchased a 2020 ************* in June a few days later realized water was getting in the driver headlight. I took the vehicle back to the dealer and they assured me it would be replaced and the light had been ordered. They called me to bring the vehicle back because the light had come in only for them to tell me it could not be replaced because it was not under warranty and they had drilled a whole in my light to allow the water to flow through but did NOT get my permission to do so.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 11, 2022/09/16) */
  BBB Case# XXXXXXXX, In response to the complaint of a hole being drilled into the headlamp housing. Ms. ***** purchased a used vehicle at our dealership with all warranty expired with the exception of the powertrain warranty that is extended to 5 years or 60K miles which ever occurs first. We do nor sell used vehicles in new condition the paper work signed is clearly printed as is no warranty. It is common to develop stress cracks in headlight assemblies over time. If the vehicle was still under factory warranty it would be a Ford Motor Company call as too the repair process. We time from time have issues with condensation build-up in the capsules as was the case with Ms. ****** vehicle. A common practice is to drill a small hole in the capsule to let the condensation escape. The hole is not drilled in a position to allow water to enter the capsule but to allow the temperature inside and outside the capsule to remain the same which keep the condensation to a minimum. It is a known fix to the problem in the industry. Ms. ***** has called Ford Motor Company complaining of this issue, which in turned called our dealership. They have been explain the process we have taken as well.
  
  
  Consumer Response /* (3000, 13, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As their response says I have called several times and there was nothing done. I NEVER CONSENTED TO A HOLE BEING DRILLED INTO MY LIGHT regardless of the reason it was done, there for it needs to be replaced.
  
  
  Business Response /* (4000, 17, 2022/09/29) */
  The headlamp Capsule had never been ordered in the past. I have made the decision to replace the headlamp. In doing investigations I have note been able to find out any information on who has talked to Ms. ***** in this matter on any level in the service dept. Please ask Ms. ***** to forward information as far as who was involved at the dealership so that I may find a responsible party here at the store. We have Ms. ***** contact information and will be contacting her within a week to have the light replaced.