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:03/20/2025

  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.

  I have my vehicle being serviced at Johnson Ford in ************* after it stalled while driving. I was called yesterday morning and advised they completed a $250 diagnosis service but needed permission to continue. The advisor stated that the battery terminal was loose and the oil was overfilled. I asked what had been checked besides that he stated that was it. I then questioned the original findings considering battery and fluid level checks are typically complimentary with any service so I assumed there would be more information at this point. The advisor said they still needed more time and it would be another $250. The additional time would be for further diagnosis including checking the compression. He called me later on and stated that the car had contaminated fuel, needed spark plugs, and an oil change as the car was overfilled. I questioned if the compression test was good. He said that he wasn't sure and didn't see it in the techs notes. Although I was told during the last call that it needed a compression test.But said to get it running I now needed to do those 3 things atleast.I asked that he send me a copy of the invoice including what had been done as well as the compression test info. He them said I needed to make a payment over the phone and then he'd send it over. I never received that. I received another phone call this morning from the dealer stating that the car appears to have a timing issue and the only way they could tell is to pull the motor. I asked about the compression test and if that had been done. He stated he wasn't familiar with the car and was just helping out. I later found out this was the service manager. He stated that they couldn't do a compression test because the car wasn't running and that a compression test wouldn't identify a timing issue. This is also untrue and a contradiction to what I was told before. After I stated I wanted my vehicle back the service manager said he wanted to pull the valve covers instead.

  Business Response

  Date: 03/26/2025

  The vehicle had evidence of someone else attempting to repair. Customer was not forthcoming with information needed to repair vehicle and this resulted in us not being comfortable to go further without financial commitment. Unfortunately we could not deliver the experience intended.   

• Initial Complaint

  Date:01/02/2025

  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.

  I brought my 2013 F350 Diesel Ford In for work to be done brakes . Ball joint the cost $580.33 And to have it looked over they said it was going to need a new transmission And it would cost $6.787.19 I bought my vehicle back at least four times as it has never operated correctly With no resolution as the transmission was slipping bought it to another mechanic That stated the transmission is no good Brought it back to them and said I would like to trade my truck in he then offered me $1.500 For the truck Even though they charged me about $8.000 Told me the problem was I nee to learn how to drive it I own a company and have lost out on jobs And a vehicle that sits at my shop Also brought my 1999 f550 **** dump truck at the same time And said the engine need to be replace for $14.000 And it did not run and had no oil or coolant when I went to pick it up have had to replace the starter and alternator Hundreds to thousands more And still not operating properly I would like them to fix. My vehicles to working condition or refund my money so I can have them worked on

  Business Response

  Date: 01/02/2025

  11/15/23 Johnson Ford installed a used motor on ********** *******'s 1999 F-350 Dump due to age and condition of truck. The vehicle has been back several times with no charge to the company last time was 5/20/2024.

  12/4/23 Johnson Ford installed a used transmission on ********** ******* 2013 F-350 because of age and condition.  The last time we saw this truck was 2/2/2024. Because this truck has had it's diesel emissions system deleted and an aftermarket software install it makes the truck unsellable at "fair" market value in any state due to federal regulations. 

  Communications with the customer has been challenging, sometime the truck would just be left off in parking lot with key in it without letting anyone no why it's here and not returning messages. 

  Both of these trucks have warranties backed by the salvage company that provided the units for internal lubricated components. Johnson Ford would be happy to help process these warrantable repairs done by any reputable repair shop. 

   

  Customer Answer

  Date: 01/04/2025

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

  as you can see clearly from the texts messages we are very respectful

  and communicated and waited from any were from 2-5 days 

  as Johnson stated the 199 f550 not 

  f350

  was due to age and condition 

  we are originally brought it in and asked them to go threw the whole vechile if it wasnt worth putting the money into we would not 

  it went from up pipes to a engine as we were resumed it would be perfect 

  and came with a warranty 

  also stated the truck needed a sensor they said does no longer carries that is not true 

  I reached out to **** head quarters 

  and he said they do indeed carry that part and aftergiving him all the information  on booth vechiles was happy to file a complaint on Johnson ford 

  and informed me if there were enough complaints Johnson ford could loose there license to sell **** products 

  the file number is ************

   

  and advise me to contact bbb

  The 2013 Ford f350

  was brought and and asked that they go threw the whole vechile as well 

  and if it want worth putting the money into please just let us know 

   again the head mechanic Shawn said put a transmission in  it has a warranty and a few things ball joint brakes exct 

  and you well be good to go 

  Who then said bring it to my house and I can do it cheaper 

  witch I made the owner aware of 

  we have loss plenty of business besides the emotional stress

  asked If they had a rental we could use as were missing out in business 

  they did not 

  Never did they stew you shouldnt put a transmission in their truck at this time  you well need to bring it back to stock as it is turned and deleted

  and well not pass emissions

  Instead after all that we had been there we asked to trade it in for  a new truck 

  and they offered us $1.500

  after speeding over $7.000

  on this vechile 

   

  we  are only asking for the $21.000

  we have invested 

  in two vechiles that do not run 

  and have had to pay for a rental 

  sincerely 

  **** * ****** 

   

   

   

   

  
  
  

  Business Response

  Date: 01/06/2025

  I believe the 1999 F-550 had a transmission installed by another shop before it came to us.

  Parts availability changes daily, because it's available today doesn't mean it was available last week or last year.  

  These units did come with warranties provided by the salvage company. My suggestion is to bring these trucks to a reputable repair shop to determine if the failure is because of a warrantable part backed by the salvage company.

  Customer Answer

  Date: 01/11/2025

  
  Complaint: ********
  
  I am rejecting this first and foremost 

  on the 1999

  dumo truck the transmission was done at a highly reputable garage in  ny 

  and is stamped in the door of the truck with  warranty with no problems 

  itd ies not address the face your company **** Johnson installed a engine 

  as well did not supply the parts neede 

  as I checked back with **** the sensor needed as always been available 

  and as far as the 2023 Ford f350 witch you installed the engine 

  has not run properly sense 

  as well you bring up  it is deleted and tuned how ever you choose to put and engine in after you were asked to go three and advice 

  if anything was wrong and how to proceed 

  not once did you say this truck wont pass admissions

  and well need to go back to stock before 

  we proceeded as it seems we  are getting no were as you well not accept your part 

  should we proceed to court 

  thank you  

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

• Initial Complaint

  Date:03/03/2023

  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.

  A vehicle was brought to them on a flatbed in October of 2022 to replace a starter and extract and replace broken starter bolts- Approximately a month ago (feb 2023) more starter issues occurred, upon checking what the problem was, I found the starter hanging out of my vehicle, as well as the threaded tab for the starter bolts on the transmission cracked (the location they previously extracted a bolt from)I called and spoke to service and told them what was going on and was instructed to bring the vehicle in so the issues could get rectified. The vehicle was left in their possession for repair on Friday February 24th 2023. On Thursday March 2nd 2023 I was informed it was being repaired, and the tab on the transmission would require a new transmission case and that they never removed and broken bolts the first time, which is what I was told I was paying for (replacement of starter and extraction/replacement of broken bolts, this was not accurately documented) admitting that they apparently improperly installed components on my vehicle. But they somehow fixed it and its ready to be picked up. On Friday March 3rd I went to the service dept. to pick up the vehicle finding that they have now completely snapped off the tab on the transmission that was previously only cracked (cause the chain of failures). The starter is now installed with two of the three necessary bolts. They now refuse to provide any accurate or up to date documented information on the current status of the vehicle.The owner, Gary J. admitted that it happened and that it couldnt be avoided, acknowledging the damage they have caused, but show zero willingness to correct their mistake, costing a projected several thousand dollars in parts and labor to replace the transmission case I was told is necessary to fix the problem. Johnson ford does not do right by their customers, lies, and shows no willingness to be transparent about problems caused by them, let alone correcting said problems.

  Business Response

  Date: 03/22/2023

  ************************** brought us his truck and supplied starter motor to replace after someone else attempted repairs. At this point it's difficult to pinpoint who broke the part but the truck is almost 23 years old and this can happen when extracting broken steel bolts from old aluminum. Because of these unfortunate circumstances I'm sending ************************** a check for $139.00 for not completing the installation properly.