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:02/19/2025

  Type:Customer Service 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.

  When fixing my water pump they also snuck in $2500 of extra charges unrelated to the water pump. These included rear knuckles and new spark plugs.
  
  After THEY forgot to bill OR notify me in any way for a portion of an invoice, the GM thought it was appropriate to call me and threaten to show up at my house to collect his money personally. He threatened to bring the sheriffs too. This is unlawful and a violation of the fair debt collection practices act.

  

  Business Response

  Date: 02/19/2025

  Good afternoon,

  My name is ***** **** and I am the General Manager at SRF.

  Attached you will find the Signed Hardcopy of the RO, Signed Quote that is $40 dollars more than final client invoices. We attempted to call several times after Mr. ******* stormed out before paying second invoice with no call back from Mr. *******, he was very confrontational both in person and over the phone using vulgar language at all times. We id exactly what we committed to do for 40 dollars less than provided work quote. Please feel free to contact me directly with any questions.

  Regards,

  ***** ****

  Steve Rogers Ford

  *************

  Customer Answer

  Date: 02/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  his claims are false. I challenge him to provide call logs showing they tried to contact me. They only called once and the message said they had a question about my car. 
  

  I never agreed to new spark plugs. Why was it a completely separate invoice? Handwriting something on an old RO doesn’t mean it’s true  

  i “stormed out” after leaving the cashier counter and paying what I was told I owed. If you forgot to add an invoice that’s not my fault. All you had to do was send a bill, not harass me about it.  I was only vulgar once, and that was after ***** left me a threatening voicemail. And my vulgarity doesn’t change your dishonest practices. 
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/20/2025

  Good morning,

  Hope your day is off to a good start.

  I have provided the supporting documentation that shows we did the work the client approved for slightly less than we quoted. He has been difficult on every contact point and we did nothing wrong and everything we stated we would and that he approved.

  Regards

  ***** ****

• Initial Complaint

  Date:02/08/2023

  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.

  I purchased a 2011 Subaru Forestor from Steve Rogers Ford on 11/14/2022 with 104,774 miles I also purchased a extended warranty from the dealership through Ford Protect PowertrainCARE and BaseCARE that covers the car for 36,000 miles. On 1/30/2022 I took this vehicle into **** Subaru in Sylvania, Ohio for maintenance. Reason I was bring the car in -I was hearing a clicking noise in the engine and when I checked the oil there was almost none in the engine. Subaru quickly identified the reasoning for the oil consumption, the short block engine needs to be replaced (costs over $8,000). I have only driven the vehicle 4,000 miles since purchase. The Subaru mechanics stated this issue is something that Steve Rogers should have identified prior to selling, and were shocked that they sold me this car. The problem gets worse, they sold us a warranty that may not be honored. In order for the warranty work to be evaluated and determined under warranty **** Subaru must take apart the engine and photograph the issue and submit it to Ford Protect, a diagnostic cost of over $800 that Steve Rogers will not sign off so I have too. AND if Ford Protect determines that this damage is a result of negligence from previous ownership they don't have to cover any of the repairs. So I purchased a $11,000 car and $2,500 warranty that the salesmen told me would cover any of these issues owned it for less than 90 days and now $9,000 + worth of repairs is required and it is somehow possibly going to be fault and on me to repair? At time of purchase Steve Rogers did not disclose that there was anything wrong with the vehicle. They stated they ran testing on the vehicle prior to us purchasing and found nothing wrong with the vehicle, **** Subaru stated that the issue is from long term neglect of upkeep and if Steve Rogers ran the tests they said they did, would have been detected.

  

  Business Response

  Date: 02/08/2023

  Mr. ***** purchased a vehicle that was inspected, represented and accepted by him as an AS IS NO WARRANTY vehicle in which we offered he also purchased a Ford ESP service policy for. We have a complete executed FTC Guide that shows we represented the vehicle appropriately. The vehicle is not at my service facility so I cannot speak to the facilities opinion on the repair. I have a message I received today from Mrs. ***** which i have not returned as of in light of this complaint. Please see signed FTC Buyers guide attached. 

• Initial Complaint

  Date:01/05/2023

  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.

  Our 2016 Ford Transit broke down on 10/1/22 on the Ohio Turnpike and was towed to ***** ******.Ford, It took a couple weeks but they determined one of the turbos needed replaced. The bill was over 4k and the vehicle was picked up on 10/24. The vehicle was driven from ***** ****** to Wisconsin and back home on 10/25. The vehicle broke down on that return trip in Indiana and had to be towed to ****** Ford. ****** Ford diagnosed the problem saying the newly installed turbo had come apart and gone into the engine block causing catastrophic engine failure (engine is destroyed). On 1/3/23 I asked the general manager of ***** ****** (***** ****) to replace the engine that their part/service had destroyed. He flat refused to do the job, even asking what ***** ****** Ford had to do with the break down. We have not had use of the vehicle for months now but are still making payments and had to spend 60k on a vehicle to replace the Transit to meet our business obligations.

  

  Business Response

  Date: 01/13/2023

  Mr. ****** came in on a tow truck with a turbo failure and we simply replaced the turbo and the vehicle performed normal to standard specifications. The part we installed from Ford Motor Company, failed which was deemed the causal part that led to the engine failure based on the information both Mr. ****** and the Dealer in Indiana (****** Ford) stated. Mr. ****** then stated that ****** did not want to complete the repair based on concerns that Ford wouldn't pay for the repair. Mr. ****** recontacted me again and stated he was going to contact legal counsel regarding ****** Ford which led me to make the decision to not re-involve my shop with a repair that now 3 dealerships have been involved in. Mr. ****** on several occasions has threatened to involve legal representation which doesn't excite anyone. We were asked to repair the turbo, we did, and the vehicle left our facility working properly and as Mr. ****** states, all the way to Wisconsin and back to Indiana where it is currently. The entire situation around this repair clearly has everyone involved hesitant to expose themselves. New part failure is a growing concern and a point of frustration for the consumer most importantly, but also for or repair facilities.

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Legal representation was only brought up because the vehicle has been unusable since 11/25/22 due to the failed part installed by ***** ******, and they have made no effort to assist in anyway to fix the vehicle. I don’t know what other avenue to take since asking nicely got us no where. I offered to get the vehicle from ****** Ford in Indiana to ***** ****** so they could make the repairs and I was told no. This was the point at which legal representation was brought up. The vehicle was literally driven a few hundred miles before the turbo failed and catastrophically destroyed the engine. Meanwhile we have to make payments on the vehicle and had to purchase a 60k vehicle to replace the Transit to fulfill the obligations of our business. ***** ****** Ford and it’s general manager ***** **** are acting like they had nothing to do with the turbo and it’s subsequent failure.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 01/17/2023

  We maintain the position we have expressed. Mr Kemmer’s complaint is with Ford Motor Company who’s part failed not with ***** ****** Ford.

  Customer Answer

  Date: 01/17/2023

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