Complaints

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• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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.

  see attached
  To the Better Business Bureau,
  I have a complaint and am hoping you can help me resolve a dispute I have with John North
  Ford, mc, **** ** ******* **, Emporia, KS 66801. I apologize for the length of the following.
  June 22—I bought a 2014 Ford Escape for $17,000, mileage 77,077 from John North Ford.
  July 6—I reported the following problems by text to salesman
  *cutting out
  *check engine light came on
  *011 change light came on (checked & oil level was fine, but it should be noted it was a quart low
  after it had been driven more)
  July 17—reported transmission slipping by text to salesman.
  Called to set up appointment (I am not sure of the date) but due to illness, could not bring in
  vehicle till July 27. I am disabled and live approximately 35 miles away from John North Ford,
  Inc.
  July 27—I brought the vehicle in. I reported to both the salesman and service department that the
  transmission had slipped at the light on the Industrial exit, and that I had driven in “granny gear”
  to the dealership (appro. 1 .3 miles), and that I had been afraid I wouldn’t make it there. The
  vehicle was in the shop approximately 5 1/2 hours. The service manager who agreed to the
  50/50 warranty (as he should have) was very condescending to me, and would not listen to my
  
  complaint about the transmission, as if I was imagining it or had no idea what I was talking
  about. tried to explain again about the transmission when he told me what repairs had been
  done, nothing related to the transmission. He continually talked over and interrupted me to the
  point I had to request that he let me finish speaking. I had the feeling I was being talked down to
  because I am a woman, plus a senior citizen. I paid for the cost for repair, $226.91 with
  warranty, half of the total cost. However, it was immediately obvious it hadn’t solved the problem
  as I headed home. I had driven only 1/4-1/2 mile from the John North Ford dealership when the
  vehicle hesitated (stopped forward motion) at acceleration after normal braking in normal traffic,
  then jerked as the gear automatically shifted. As it was 4:30 and I was frustrated, stressed, and
  in a lot of pain from having to sit and wait so long, I just wanted to go home. Approximately 17
  miles later, I took the Lebo exit from 1-35 and experienced the same problem during braking and
  accelerating (jerking and slipping). I texted the salesman and he responded, “Honestly I’m not to
  sure. The shop definitely would have drove it to make sure everything was good before they
  sent you home in it.”
  July 30—I drove from my home in Waverly to Emporia to pick up a grocery order. The vehicle
  had not been driven at all since the 27th when it was in the shop at the dealership. I was
  stopped at the red light at the Industrial Road exit and accelerated when the light changed. The
  vehicle did not want to move. (This was virtually an exact repeat of what had happened three
  days earlier.) I accelerated very lightly and crept forward with my emergency lights flashing,
  about as fast as a man could walk. I pulled over at the Flinthills Mall. The vehicle lurched and
  died with the message, “Transmission fault Service now.” The mileage was 77,792.
  I called a towing service and it was towed to the dealership at a cost of $75.00.
  I was soon informed that my $17,000 car that I had put only 700 miles on needed a new
  transmission at the cost of $5600. The sales manager agreed to pay half. He would not consider
  factoring in the cost of the tow. I wish there was a recording of the conversation as he was
  extremely rude. He basically said he wasn’t under any obligation to honor the warranty and that
  I should have gotten an extended warranty. He would not listen to any of the details I have laid
  out here, for some reason kept repeating about the extended warranty and said he had faith in
  his service department. He said transmissions go out all the time, but this was not a sudden
  occurrence. There was plenty of advance warning that there were major transmission problems.
  I can’t know what happened with the service department. Since the problems began so soon
  after purchase, I can’t help but wonder if someone may have overlooked the transmission
  problem when it was checked out after purchase at auction. I admit I should have given it a
  more thorough test drive. I had inquired about the Escape after seeing it online and the
  salesman had driven it to my house to see. I only drove it on the interstate, a very few miles on
  the highway, and on the road on which I live with a speed limit of 55 mph. In all honesty, I did
  not detect any issues at that time. In retrospect, I should have driven it in town with frequent
  stops and starts.
  When I was first looking at the Escape, I told the salesman it would be truly devastating if
  something major went wrong with it, due the current financial situation, so it was no surprise
  when I told him there was simply no money for the repair. No money and no available credit.
  
  Their first solution offered was a 2005 Century with 102k miles on it, with cash back. This car
  was not at all comparable with the 2014 Escape with 77k miles on it. (The Century’s engine also
  is known for being problematic.) Next was a 2010 Ford Explorer with 169k miles. When that was
  not an acceptable replacement (four years older and 60,000 more miles) the salesman
  communicated: “I talked to my boss. Unfortunately since it’s been a while with no decision on
  the transmission he’s pulling the pay for half. So for us to put a $5,000 transmission in it and go
  off clean trade he can buy you out of it for $6,000. Or he will trade you out of itto this 2010 Ford
  explorer Eddie Bauer explorer 4.0 v6 169,000 miles.” There was also a 2004 Chevy Cruze
  offered, a vehicle ten years older than my Escape.
  I do not feel that John North Ford has treated me fairly or professionally. I did nothing wrong.
  The Escape should not have been sold in the first place, but also all my reports of transmission
  trouble should not have been ignored and I was belittled in the process. With dealership fees
  and sales tax, I paid $17,000 for the 2014 Escape, and to be “bought out” for $6000 is
  preposterous. I, as a customer, did nothing wrong and do not deserve this, or to be offered
  vehicles that are far inferior to the one I purchased in good faith. I don’t know where or why the
  sales manager got the idea to no longer pay for half the cost of the repair. I am unable to pay it,
  but this reflects that the sales manager is disagreeable and difficult to work with.
  I am embarrassed I am unable to pay the cost of the transmission. (I did pay for half of the
  repair when I brought it in on July 27, a repair that evidently was needed, but did not address
  the transmission problem whichl had complained about several times.) With that fact in mind,
  and looking at the original purchase price of $15,668.20, I would like to get a replacement of
  equal value. Because I have good reason to mistrust the staff at John North Ford, I would prefer
  for the dealership to repurchase the Escape at what it was sold for, to be amicable, minus
  $2800 for half the cost of the transmission replacement for a total of $12,868. Plus, I would like
  to be reimbursed $75.00 for the towing service. That did not have to happen and it put me in a
  hazardous situation—twice
  I would like to resolve this matter as quickly as possible, and I am sure the other party would,
  too. (I am presently without a car, and living in the country without one makes me uneasy.) The
  vehicles they have offered are of such less value than the one I purchased in good faith, and a
  “buy out” of $6000 is unfair and unacceptable. I have done nothing wrong and there is no
  reason for me to be assigned such a financial penalty. Both my luck and theirs would have been
  much better if the 2014 Ford Escape had stayed on the auction block.
  Thank you.
  Kristin Chambers
  1651 Old Highway 50 Waverly, KS 66871
  (************ ****************

  Business Response

  Date: 10/04/2023

  After speaking with the Sales Manager and General Manager, we would be happy to help trade her into a different vehicle.  We have previously presented her with some options that did not work for her.  She had the opportunity to purchase a service contract on the 2014 Ford Escape she purchased and declined to do so.    Our sales manager went ahead and agreed to pay half of the repair back when it initially failed and she declined to participate in the offer.  Her inability to pay her portion is no fault of the dealership.  None of the solutions we have presented have worked for her.  We do not have any more offers.