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:04/14/2025

  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.

  VIP Auto
  Date dropped truck off 1/27/2025
  picked up03-01-25
  Dropped back off (1st problem)
  03-02-25
  picked up 03/11/2025
  Dropped off &picked up03-13-25
  
  Ford
  drop off 03-31-25
  Pick up04-10-25
  VIP automotive did a poor job completing the inspection items that they found wrong with my vehicle. Have to chill with twice trying to pick it up and VIP automotive for saying it was vacuum pump and then coming up with the plugs and coils and I okay and both of them. Mr. *** **** reacted very irritated with me when approached about it and kept trying to blame not having enough time to "test drive" the truck, then me and then tried blaming Ford.In the beginning he expected half the money up front ($2755)and I paid him in full in hopes of getting my truck back fully done and correct. He had the truck for well over a month and each time I picked it up it was worse than before. I believe he finally came up with a reason to get rid of it out of his shop but finding a TSB for the year before my truck but not for my year was irrelevant to the situation because several jobs that he attempted to complete were incorrectly or poorly done. Mr. *** **** became aggressively irritated with me when I asked for a refund of an item that I paid for and they didn't even install.( the leveling kit is what I'm referring to.) Not to mention all the stuff they did on my truck that I did not even authorize. Im coming off of major surgery and still have serious health problems so I could use none of this stress that this has caused. He knew and was aware of my situation beforehand seeming why this had to be fixed right the first time.So themoney I paid him, the waste of time having my vehicle a month and 14 days, the 3 weeks of paychecks I did not receive because I couldn't get to work , the Ganley Ford Bill.
  Total $4500

  

  Business Response

  Date: 04/14/2025

  Hi ******* as previously stated we do apologize that the vehicle seems to have been in a different state when picked up but the vehicle was also running poorly when dropped off. The concerns that were all addressed via on the inspection were taken care of with your approval which you did sign the invoice indicating so. The truck sat here due to you asking us to not work on the vehicle for an additional week or two as you stated you did not know when you'd be able to pay in full and did not want it to be sitting unpaid. The spark plugs were in fact replaced with Motorcraft plugs even after stating to you that these could possibly not fix the issue. The invoice for the spark plugs was also not paid for even though you promised to come back and pay the remaining $160 (which we wrote off as to you stating the vehicle is at another repair facility) . As for the leveling kit it was not on your invoice and was stated to you that due to the bind the leveling kit would put on the NEW front suspension we could not install them without acquiring a full suspension lift kit to relieve some of the stress on the suspension for the leveling kit. The vacuum pump was replaced due to it leaking oil and this repair also was a Ford OEM part and was under warranty at our facility. Lets not forget the free valve cover from FORD that we installed for free due to yours having a crack in it and leaking. We performed our repairs efficiently and with all to your accepting knowledge. The truck ran and drove great when it left and even on the multiple test drives we took it on which 3 of them you rode along for. We again do sincerely apologize for the troubles of the vehicle but for the things that were "done" at the dealer were under warranty here and should've been brought back here to have those concerns dealt with so that you did not have to pay any more out of pocket. As shown in the past we honor our warranty and always do our best to make any issues right. At the end of the day we appreciate your business and sorry it was not satisfactory to your standards as this is our first complaint and we do look to help make things right within reason. If you'd like to bring the truck by for any future concerns were here Monday - Tuesday 9am-5pm and Wednesday - Friday 9am-6pm, or please reach out at *********** 

  Thanks, ***** *** **** 

  Customer Answer

  Date: 04/14/2025

   I am rejecting this response because:
  For one you think I'm talking about the week you had my truck. I'm talking to anything after the 28th when the truck was supposed to be done originally. I was starting work on the 1st and I was unable to do so due to my truck still not running right due to repairs I paid you to do already, not being properly done.  you had already did the valve cover gasket twice and it was still leaking so I think you can own up to that one the vacuum pump you didn't do right you were supposed to replace it it says it on the receipt and the gasket was still leaking so you didn't even touch it or something. And then the spark plugs were cracked. So what did I pay $160 for? You could at least own up to them three things and think about the time after the 28th that I had to deal with that truck being out of my hands even more I handed you a lot of money with trust. I missed out on a lot of side jobs and starting back to my regular job. I just don't understand how you can't see your fault in this. You guaranteed me but yet that guaranteed must have expired when I walked out the door.
  
  

  

  Business Response

  Date: 04/15/2025

  As of 4/15/25 I have contacted Ganley Ford to confirm any diagnostics, estimates or confirmed repairs. Per the invoice you sent me and the service manager *****s words you did pay an invoice of $1650.46. This invoice covered the vacuum pump (which was under our warranty), spark plugs (which was under our warranty), the left side valve cover gasket (which was under our warranty) and a transfer case gasket which you declined here. The total of these repairs being the $1650.46 above. Due to it already being done even though you had a warranty from us for those repairs we will refund you in cash the $1650.46 that you paid to Ganley Ford for you to recoup from those repairs and to hopefully drop the complaint.. Please give us a call at ********** and I appreciate the documents you have submitted and do once again apologize for the issues. We never hope for concerns like this and always strive to give the best experience and work possible. Thanks 

  Customer Answer

  Date: 04/15/2025

  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.