Complaints

This profile includes complaints for Olathe Ford Lincoln's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Olathe Ford Lincoln

  1845 E Santa Fe St Olathe, KS 66062-1612

  
• 

  Olathe Ford Lincoln

  205 S Fir St. Olathe, KS 66061

  
• 

  Olathe Ford Lincoln

  19310 Gardner Rd Gardner, KS 66030

  

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:01/10/2025

  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.

  This story and overall experience covered a timeline over a month. Visit 1: vehicle was brought in for other work, but during this time I requested a separate issue to be looked at, it was overlooked and not addressed. Visit 2: I was told I needed a new suspension to fix my issue, new suspension installed. I drove away with the original problem/complaint still going on. Visit 3: I was told I needed a new axle, parts replaced. I drove off with the original issue/problem not resolved. Even worse, I ended up getting into many close accidents as the original issue was now worse. Visit 4: Additional axle work was done. Now some issues were resolved however I was still having continued problems, and unfortunately, new ones arose. With the new problems I again had many close accidents due to improper function of my vehicle. I now had my vehicle inspected at two other dealerships (another Ford dealership as well as a Ram dealership) who informed me that the work done was improper as many suspension components were loose and the car was out of alignment. Both dealerships mentioned that the work done to the suspension was not actually done as the parts appeared rusted, stock, and without any wrench marks that would be common with this work. Visit 5: I brought the vehicle back into Olathe Ford service department to examine the vehicle due to the above findings. Service department stood by their work despite what the two other departments, one of which is Ford, reported otherwise. I am out a total of $5,000 worth of repairs, with approximately $3,500 of suspension components, that per 2 dealerships, say were not installed. I would like help recouping time and the cost of the $3,500.

  Business Response

  Date: 02/05/2025

  ** ***
  brought his F250 to us on September 6th, 2024 with multiple steering,
  suspension and fluid leak concerns. At that visit, ** *** authorized
  replacement of multiple suspension and steering components with additional
  minor maintenance to replace a leaking oil seal on the transfer case. He
  returned his vehicle to us with continued concerns regarding the steering of
  his vehicle. It was found at that time the passenger front axle required replacement.
  After the repair, ** *** stated he took his vehicle to an independent repair
  facility where they informed him that the repairs invoiced at Olathe Ford were
  not actually performed and that his alignment being out of specifications
  proved this. He stated that they also told him that no parts had been replaced
  as invoiced and he had the alignment performed at that time. He contacted us
  soon afterward and requested a refund due to the findings of the outside repair
  facility. I informed ** *** that we would certainly be willing to have him
  bring his vehicle back to Olathe Ford and examine the work that he had paid to
  have performed at our store. Our shop foreman, myself and ** *** were present
  as the vehicle was brought into our shop and raised on the lift for inspection.
  With ** ***'s invoice in hand and in his presence, our shop foreman identified
  each part that had been replaced as invoiced, showing ** *** that the newly
  replaced parts still had part identity stickers still on them as they had been
  recently replaced by our facility. At the conclusion of the inspection, I asked
  ** *** if he was satisfied with our thorough inspection and verification of the
  parts & repairs that had been made in our facility but, he indicated that
  he still was not convinced that the work had been done because another shop
  told him that it wasn't, according to their own employee. I communicated to ** *** that the evidence of new parts installed as invoiced should be sufficient
  and asked if it were possible that the outside shop employee had identified
  alternate parts that were not part of the repairs that he paid for and he said
  absolutely not. I asked for any documentation from the outside shop with their
  inspection findings and/or results and he refused to provide any. *** *** has
  been bringing his F250 to Olathe Ford for maintenance and service repairs and
  we value his business and the relationship we have established with him over
  the years. 

  ***** ******** Service Manager Olathe Ford Lincoln

  Business Response

  Date: 03/10/2025

  We gave our response.  I am not sure what else we should do.  Thanks Mario

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want a refund for the suspension work that was not done (per 2 service departments).  If you claim it was done it was an unnecessary expense and didn't resolve my original issue.
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:12/30/2024

  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.

  My vehicle was taken to Olathe Ford with a known issue, Ford is aware and has addressed the faulty motor in years past. We took our vehicle in that is maintained per Ford recommendations and we were advised the issues our vehicle is having is in fact due to the design flaw with the 1.5 liter Ford Ecoboost engine. Ford is not willing to make this right, yet alone work with their customer on pricing should I have to pay even knowing the issue is a failure/ design flaw of their motor. Olathe Ford has the ability to make this right and is choosing not to. There are at least two class action lawsuits pending addressing this problem. I am asking for an amicable solution as Ford knowingly sold vehicles with this problem. Thanks for your assistance.

  Business Response

  Date: 01/06/2025

  On December 30th, 2024, ***** ******* brought his
  2017 Ford Escape with 90,784 miles on it, to Olathe Ford Lincoln, with a stated
  concern of the engine losing coolant with no visible external leaks.  Olathe Ford’s technicians assessed the
  vehicle.  A cooling system pressure test
  was performed, and although the system would not hold pressure, there were no
  visible external coolant leaks observed. Upon cold startup, we observed white
  smoke from the tail pipe, consistent with coolant leaking into the combustion
  chambers of the engine.  An analysis of
  the electronic engine controls system was performed, and random cylinder
  misfires occurred.  All four spark plugs
  were then removed from the engine, and a borescope was used to inspect inside
  each of the four cylinders.  Signs of
  coolant intrusion were present in cylinder number three.  Olathe Ford Lincoln recommended replacement
  of the engine short block and cylinder head gasket.  *** ********* 2017 Ford Escape is equipped with
  a 1.5L 4-cylinder engine.  On 8/12/2022,
  Ford Motor Company published a Technical Service Bulletin (22-2322), which
  addresses the issue we identified with the customer’s Ford Escape.  According to this bulletin, the prescribed
  repair is to replace the engine short block and head gasket.
  It appears that *** ******* is the third owner of the
  vehicle.  This vehicle was originally sold
  in Michigan on 8/3/2016.  The vehicle was
  warranted against defects in materials and workmanship from the manufacturer
  (Ford Motor Company) for 3 years or 36,000 miles whichever occurs first.  In addition, the vehicle’s powertrain
  components were warranted by Ford for a period of 5 years or 60,000 miles,
  whichever occurs first.  Although Ford
  Motor Company recognizes the concern with the 1.5L engine, and has published a
  Technical Service Bulletin on it, there is no warranty extension beyond the
  original 5 years/ 60,000 mile Powertrain Warranty.  In fact, the bulletin actually states
  this.  Sometimes, manufacturers will
  issue Customer Satisfaction Programs to address issues such as these, but at
  this time, *** ********* Ford Escape is not covered by any such program.
  Understandably, *** ******* was unhappy that his vehicle
  requires expensive repairs to address a problem which is recognized by the
  manufacturer (Ford Motor Company), as a known concern. 
  On behalf of *** *******, Olathe Ford Lincoln reached out to
  Ford Motor Company through normal channels, to request financial assistance
  with the repairs.  This initial request
  was denied due to the age and mileage of the vehicle.  Our Service Manager* ***** ********* then
  reached out to the Office of General Counsel at Ford Motor Company to request assistance.  After reviewing the case, Ford Motor Company
  still denied the request.  We are sorry
  that Ford Motor Company is unable to provide financial assistance in this case,
  but we feel that Olathe Ford Lincoln has gone out of our way to accommodate this
  customer, and to seek resolution.  

• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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.

  Called on a used RV second week of December. Was sent a PO on it on December 10th, then I placed a $500 deposit on December 12th to hold it. Was given a delivery appointment date of January 13th at 10am, per saleslady's (*** ********) request since they're very busy right now. I called the morning of January 2nd to see about moving delivery date up and was given a complete run around about how someone else is now in line for this RV and I don't really have claim to it. Been prepping for 3 weeks for arrival of RV, spent several thousands of dollars on accessories, storage, insurance, etc for it that I'm now stuck with. Dealer won't tell me yes or no, manager will not call me back, have not received a refund-- but I don't want a refund I want the RV I put a deposit on and have a PO on. Deposit was supposed to remove it from market, but I found them actively advertising it on Facebook 4 days after I sent my deposit.
  *** ******** has no idea what is going on and won't return calls or texts. The manager ***** ******** will not return calls. I want the RV I was sold or one just like it. They're dishonest and evasive. Something is strange about this deal, they claim I'm now second in line after 3 weeks and that another credit app was entered a day before my deposit was received, but I notified them December 15th I was a cash buyer and not financing. I'm not sure the RV is even sitting on their lot anymore and I think they're trying to dodge me, but they still have my money and have provided no answers on this situation. They've cost me several thousands of dollars on this transaction and I've never even gotten to drive this RV and they seem to have zero concern about it whatsoever.
  
  If this whole credit app story was legitimate, they should call that customer and tell him he's out of luck and that I already put a deposit down and it's no longer available. What they're doing makes no sense and isn't ethical.

  Business Response

  Date: 02/02/2023

  The RV was delivered about 3 weeks ago.

  Customer Answer

  Date: 02/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/15/2022

  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.

  Purchased camper in July of 2021. Had warranty issues occur and opened up warranty ticket October 9, 2021. We delivered camper to them early November to begin warranty work to be done. It wasn’t until March 2022 they diagnosed problem with slideout and ordered parts. Then it wasn’t until June 30th they called and said it was complete. We went up on July 1st to pickup the unit and after looking at it we refused to accept it due to incomplete work, very poor workmanship and new damage caused during reassembly of slideout. The damage required new parts to be ordered from ****** *****. It is now August 15th and still not complete. I’ve reached out to General Manager twice and even questioned about them taking the camper back but he said he’d make us an offer but we wouldn’t like it. They just pass the buck on to ****** *****. In our opinion, this dealership is only interested in selling campers not providing customer service. Furthermore, there are issues with roof they said ****** ***** will not do anything about under warranty. Roof is bubbling.

  Business Response

  Date: 09/12/2022

  Thank you for allowing us to respond to the ******* claim. I am hopeful that all of their issues have been resolved as of 09/09/2022. They are valid in their complaint about the time it took to get all of the parts and trim for their RV. They did bring it in for a slide out room concern and we did in fact diagnose the problem and ordered the correct parts for the unit.
  
  When replacing the slide out room there was some trim that was damaged during disassembly and had to be ordered from the manufacturer which we did do. The trim did take way longer than we would have liked to see but it in no way hindered the use of the unit. I do completely understand their frustrations and we have asked ****** ***** to extend the warranty on their unit to which they have not yet agreed to do.  I fact, I asked my warranty manager just yesterday to again submit for additional coverage for them.
  
  We have also asked ****** ***** about the roof that has been mentioned and ****** ***** stated it is still in good usable condition. It has been noted in our system in case there are further issues or concerns with it.
  
  The ******* picked up the RV from us on 09/08/2022 and came back in on 09/09/2022 because a wire had come loose to the refrigerator. We took care of that while he waited and I believe that everything is in good working order now.
  
  I/we are very sorry about the issues that they have experienced and are hopeful that their RV will be in good working condition going forward.
  
  Thank you,
  ***** ********
  
  General Manager
  
  ****** **** ** ******
  **** **** ***** ********
  ****** ***** ********
  *** ***** ********
  
  **********************