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:07/10/2024

  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.

  I bought my truck in June and I am still under the lemon law time frame and mileage . My truck has been in their care since 6/24. My concern with bringing it back to them was that I had an oil leak from the turbo that they one admit they do not have a diesel tech to look at it but that it is nothing. The other issue was that my wheels are bent and they can not be properly balanced or a wheel is bent to bad to get smoothed out for balance. They told me when they had the truck on the lot that they did not take any of the wheels off and that there isn’t a problem. Now this is a 1 ton drw **** that will be used for hauling and for a business and I’m beside myself thinking how did they inspect my huge truck without removing the wheels to do so. John r**** the service manager told me they did not take the wheels off. This scares me since this will need a dot inspection before the end of July. They also seem to be targeting me because I am in the same line of work as the service dept and are talking to me like I’m a second class citizen and that I’m crazy for wanting my truck safe for the road. They also broke my side window after John and I spoke about my repairs. Now they ordered the wrong window and it will be another week. I can’t lose anymore money and need my truck. Please help I feel they are targeting me and purposely not fixing my truck and are now resorting to vandalism .Their shop is not capable of working on a commercial truck.
  
  My rims are bent this is a simple fix. The problem is the rims being bent will take out my rearend and my tires will burn up and wear uneven. I don’t understand how they can take this stance knowing this truck will need a dot inspection and be on the road under a lot of weight.
  
  I also asked them not to send my credit info to the bank and they disregarded my wishes and sent me to banks without my permission.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair 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.

  Burdick Ford has had my 2021 **** ******* **** * for a warranty repair for 9 weeks. I have been getting a lot of reasons why they can't fix my car but still no results!

  Business Response

  Date: 11/10/2022

  This is in response to customer *** *****, Mr. ***** contacted Burdick **** 07-09-22 and explained that his vehicle would not go over 20mph.  We explained to Mr. ***** that we would look at the vehicle As soon as our schedule allowed us to.We proceeded to diagnosed his vehicle with in a weeks time.  We attempted to remove the batteries from the vehicle and the brand new equipment used to remove the battery was faulty from **** ***** *******.  We had to send out this equipment for repair.  This is an electric vehicle and the first time this equipment has been needed.  They returned the equipment on 8-06-22.  We then began to start to disassemble the vehicle and continue diagnosis.  On 8-11-22 We discovered that the vehicle had a faulty battery cell.  The repair required us to ordfer parts.  The parts needed were on back order from **** ***** ******* until 9-13-22.  We then continued to repair the vehicle and installed the 4th row batter modules.  This is a complex installation.  On 9-20-22 we attempted to program the vehicle several times to no avail.  On 9-21-22 we contacted **** ***** *******'s field technician to assist us with the programming fault.  The **** ***** ******* Represenative came to assist us 09-27-22 and attemped to program the vehicle with our Brand new programming equipment.  After 2 days of attempts, **** ***** ******* found that the new equipment was faulty.  The field representative ordered a new piece of equipment from **** ***** ******* and the new equipment arrived at the dealership on 10-05-22.  We then continued to complete the programming and reassembled the rest of the vehicle,  On 10-11-22 we completed the vehicle repair and tested the vehicle over the next 2 days.In summary, we promptly diagnosed this vehicle, and attempted to repair the vehicle promptly.  We experienced many delays, back ordered parts and faulty equipment from **** ***** *******, all of which is completely out of our control.  Our mission as a dealership is service vehicles at a high level of satisfaction.  Sincerely,John R. R****Service ManagerBurdick Ford

  Customer Answer

  Date: 01/10/2023

  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.  BBB spoke to the customer and the following was relayed: It did take 3 months, but the business did replace the battery and this was resolved. 
  
  Regards, 
  
  *** *****