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Business Profile

New Car Dealers

Tuscola Ford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Yesterday, I called to make an appointment for ******** (my wife) to get her brake pads replaced on her car. Typically, I would do something that simple myself, but I just dont have the time. So, she takes her car in today, and they didnt have a loaner vehicle, so they dropped her off back at home, which I thought was amazing. Around 2 oclock, they called her that her vehicle was ready for pickup. They came and got her from the house and took her back, which again, was amazing. As she gets in there, she calls me to tell me the bill is $1,200. At this point, Im super confused and wondering what they did to her car. She proceeded to read off the receipt to me, stating they replaced her rotors as well. Never once did I ask them to do her rotors, and never once did they call and ask me if Id like them to do her rotors. She asked why they did her rotors, and they told her, We dont do just brake pads. If we replace brake pads, we do rotors as well. At this point, I am fuming because why would they do work on her vehicle without either of our knowledge? They never even called and asked if we were okay with that or told me that when I first initially called. Neither of us ever said anything about them, nor did they tell us that was their policy. They saw a very pregnant woman by herself and took advantage of her. Long story short, I will never take my business to **** of Tuscola ever again, and I suggest you dont either. Shame on you, **** of Tuscola.

    Business Response

    Date: 04/30/2025

    I appreciate customer making me aware of their concern.  I have visited with my staff and understand customer concern.  More thorough communication on our end would have assisted in the understanding of what customer was requesting.

    When brakes are requested, we should have informed the customer of an estimated cost of replacement of rotors if needed.    In the event that only brake pads are replaced on wore rotors, the life of the new brake pads will be significantly compromised...as well as the safety of the operation of the braking system.  We take pride in making sure that our customers' vehicles are safe when they leave our facility.  I have attached a picture of the rotors that were replaced.

    I will be more than willing to take responsibility of the lack of communication,  and have addressed this with my staff as to learn from this situation and make sure a more thorough estimate of repairs is understood by the customer.

    We are a Family owned Dealership in a friendly town.   Please contact me personally with further concerns.

    *** ******

Tuscola Ford is NOT a BBB Accredited Business.

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