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:05/20/2025

  Type:Sales and Advertising 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.

  We purchased a 2023 ****** and traded in our vehicle, they received their asking price in full at time of purchase. At purchase time they only gave us one key but they would find the other key or make us another key. On several occasions we were told by one person to talk to another individual who would be back Wed., that person then told us the person with key would be in shortly and he would call us. This was repeated the following week with no call. On our next visit we were told they would not make us a key. The individual was very disrespectful to us and we were lied to from the very beginning. We paid $ ****** which Mock **** should have paid. In past I spent over 100k at this dealer. I lost all trust in Mock **** and will never do business there again

  Business Response

  Date: 05/21/2025

   

  I am sorry the customer is not happy with the experience he had with Mock's *****  *** **** pursued the purchase of the used ****** while he was renting it from Southern Oregon Rentals which is not owned by Mock's ***** It is a totally separate corporation. He did not purchase the vehicle. It was purchased by ****** *****.

  The vehicle was not actually for sale by us when he requested to buy it.  Trying to accommodate *** **** and ****** *****, Mock's **** purchased the vehicle from Southern Oregon Rentals and sold the vehicle at cost as an attempt to satisfy *** **** and ****** *****.  He says he was mistakenly told by the rental clerk that somebody probably had a spare key.

  ****** ***** purchased the vehicle from the Mock's ****s sales department with remaining warranty from the manufacturer.  *** **** came in a few days later and requested a spare key. The manager searched and checked with Southern Oregon Rentals as well and verified that no spare key existed.   

  No promise was made by Mocks **** Sales, **** to provide a spare key in the sales documentation.  

  We looked into options for the customer to obtain keys at her expense from an aftermarket *********** to get him the best price as well as getting Manufacturer replaced key from a local dealer.

  Mock's **** is not legally responsible for a spare key based on the documents the customer signed.

  Under our ************* Program, I am willing to offer half of the customers out of pocket expenses ($188.75) to satisfy his complaint.

  Respectfully;

  Korick *******

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

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:01/07/2025

  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 2017 **** Taurus SHO into MOCK **** of Grants Pass, 8/10/2024, for Warranty Repairs. I was assured prior to bringing my car into their dealership that they are a certified shop and accept the warranty that my car has. 11/7/2024, ***** ******, the Service advisor had sent an email stating that the warranty company approved engine replacement, but they refused to do the work. After speaking with my warranty company, I was told that they had requested the following. Good morning *****, what is your best pricing on an engine as AGWS can ship you a used one for ******* with 72k miles and a 24/24 warranty that is 6 business days out? Please advise. MOCK **** did not send the requested information instead replied with We are going to ask customer to go to an independent shop for this matter. We do not do this type of engine swaps. Thanks, ***** I was told by ***** ****** (Service advisor at MOCK ***** Good afternoon, We just received a response from your warranty company and they are asking us to put in a used engine with 72k miles and a 24/24 warranty from a company we don't work with. We do not do this type of engine swap and with that said, we are going to gracefully decline to continue on with this repair order. Any independent shop locally will do what they are asking for. You can pick up from Monday thru Friday 8am to 5 pm." I have requested the entire email thread from ***** ****** at MOCK **** to see the communication that MOCK **** had with my ***************** ***** ****** refused to provide a full email thread and only sent parts of the emails. After speaking with my warranty company again, I was told I would have to restart the entire claims process. To include Diagnostic fees, and another tear down of my vehicle. I am now left with a car that is not running, and unable to bring my car to another dealership due to the costs associated. Even though the **************** had APPROVED the FULL ENGINE REPLACEMENT at MOCK ****.

  Business Response

  Date: 01/24/2025

  Mock **** tried to get authorization for the customer from their 3rd party warranty company.  ***************** Warranty Services.  They denied authorization for over two months.  Then finally tried to have us do the work but wanted to supply a used motor themselves. We do not install used motors.  We are not comfortable using a used motor that we do not supply because Mock **** is the one who guarantees the part replacement if it fails. We are not taking that responsibility.

  We requested the customer take it to another shop which they did,  because we could not get the **************** to abide by our company policy, we did not charge the customer any amount of money. We had over $500 in tear down expenses and diagnostic fees.  We waived all fees. 

  American ************************** has a 1.2 rating out of 5 in their industry and were very difficult to deal with.

  Korick *******

  Mock Ford

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