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:03/12/2025

  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.

  On 04/18/2023, Don Aadsen Ford performed a cam phaser replacement on my truck according to a **** ***************** Bulletin. The truck was still under warranty, and from that day on, it had constant problems with overheating, power loss, check engine and oil pressure lights coming on, and the engine making grinding noises. I brought it in several times over the next year and a half but they could never find the problem. I had followed the maintenance schedule exactly and had every service and recall performed there since it had been new.On 01/28/2025, just after the warranty expired, Don Aadsen Ford suddenly found metal shards in my oil and recommended a total engine replacement. They charged me $3200 just to "diagnose" the problem but did not fix anything. Then they quoted $18,000 for the engine replacement. Since I did not trust their opinion, I took it to a private mechanic.On 02/24/2025, the private mechanic confirmed that I need a new engine, most likely because the old engine had not been maintained properly. Specifically, the cam phasers had been installed wrong, causing excessive wear and metal shavings in the oil. I addressed this with Don Aadsen Ford and they denied any wrongdoing, and even refused to give me any sort of discount on parts or labor for repairs. Repairs cost $14,081.00 total.On 03/10/2025, I consulted the owner of Don Aadsen Ford and he specifically told me that his service department was not responsible and I could take him to court if I felt I needed to.

  Business Response

  Date: 03/14/2025

  
  ************ * PO Box L * ***** *Highway 93 * *****, MT 59864
  --------------------------------------------www.donaadsen.com---------------------------------
  March 14,2025
  BBB
  PO Box 191279
  *****, Id *****
  RE:Complaint #********
  The statement by the customer that he had constant problems with overheating, power loss, check engine and oil pressure lights coming on is not factual. The service history on this vehicle has no concerns relating to this customer statement until February ****** at ***** miles, 22 months and ****** miles after the initial repair.
  The allegation that the cam phasers were improperly installed 4/18/2023 is not factual. The cam phasers are keyed and can only be installed one way. Further if the timing were not correct, a check engine light would have come on and the vehicle would not run properly. The vehicle would not have made it out of the shop. Furthermore, ***** was the miles at time of repair. ****** made ***** miles previously was not the cause of this customers misfortune. The dealership does not owe this customer $14,086.00 for engine reimbursement. 
  The allegation that we charged $3200.00 just to diagnose, but did not fix anything is misleading.
  Per the customer request, we did a partial tear down and found that the vehicle had the updated cam phasers and also found that there was metal in the engine and that the cam shaft and cam caps were scored. Based on the amount of metal observed in the system and mileage on the engine the best repair option was a complete engine replacement, but further teardown was not performed.  The customer opted not to perform the work and requested that we clean the metal from the engine including removing the oil pan and removing metal particles.  The customer approved the cost of this procedure. The customer was informed that this was not a proper repair but only a temporary repair with no guarantee how long it would last. The dealership does not *** this customer $3196.00 for charges incurred.
  At no point did anyone tell the customer to take us to court.The correspondence that was sent to the customer was as follows:
  Mr. *******,
  
  After carefully reviewing all the maintenance and repair records that you have had done at Don Aadsen Ford including requested work and technician notes, we find no evidence that Don Aadsen Ford nor any employees of Don Aadsen Ford caused or contributed to your misfortune.
  
  Respectfully,
  
  **** **********
  Dealer |Don Aadsen Ford
  Dealer **** Aadsen Chevrolet & Chrysler Dodge Jeep Ram
  e:  *******************************************************************
  p:  **************
  w:  *********************************
  
  

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23056184
  
  I am rejecting this response because:

  It is fitting that after mistreating my vehicle and disregarding my concerns, this dealership is now calling me a liar. I sent a three-page letter outlining the exact details of my complaint and the only thing I received in return was the single sentence referenced at the end of the above dealer response. Clearly, Don Aadsen Ford has no interest in resolving this matter and doesn't care the slightest about my truck, my experience with them, or my opinion on anything. I have no confidence that anything I say here will do anything to resolve this problem.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/02/2025

  Type:Customer Service 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.

  About a month ago and I do not have the exact date, I called the Don Aadsen Ford to get them to cancel my service plan because I had totaled my car. This is required by *************. I spoke with a man named ***** (service manager possibly) and he said he would email me so I could email him back something with the mileage on the car (from the towing company). I never heard from him but I called about a week after that and asked for the email to be sent and still nothing. I want them to cancel my service plan as I asked them to.

  Business Response

  Date: 03/14/2025

  The customer is unsure who she talked with and we have no recollection of the customer requesting cancellation of the service contract. We would have appreciated the customer contacting us. We would have gladly responded to her request.

  The customer has been contacted. The customer provided us with date of loss for her vehicle and the mileage. The service contract has been cancelled and a refund check has been mailed to the customer.

  Customer Answer

  Date: 03/15/2025

   
  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.
  
  Sincerely,
  
  ********* *******