Complaints

This profile includes complaints for Crater Lake Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crater Lake Ford

  2611 Biddle Rd Medford, OR 97504-4110

• 

  Crater Lake Ford

  PO Box 730 Medford, OR 97501-0300

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:10/25/2022

  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 took my 2014 **** Taurus to ******* Automotive for an oil leak, they looked and said that the transfer case was bad and leaking oil. It should have been caught by ************ when they did my oil change but it was not. ******* Automotive was going to do the work but Crater Lake Ford said that if I wanted to use the warranty then I needed to go through them (Crater Lake Ford). ******* dropped my car off around 9/19/2022 to Crater Lake Ford and was told that they had a transfer case in stock and that it would take about a week and a half to get fixed as they were busy. It has been over a month and they still have not done anything to my car. A technician supposedly looked at it to see if there was anything else wrong with it. I called on Monday 10/17/2022 and spoke to the service agent who said that he was going to talk to the technician about what he found. I have heard nothing back. I called again on Friday 10/21/2022 and left a voicemail for the agent. No call back. I never get calls back, I leave voicemails and text messages every week. On the few occasions that I am able to get a hold of the agent I am told that they are bumping me to the front, even though some vehicles have been waiting 7-8 months to get fixed. I have contacted the service Department Manager and told him what was going on, with no resolution. Very poor customer service on their part. I have been without a car for over a month, I have to beg rides to get my kids to school and me to work. I just want my car fixed and returned to me. I also should not have to pay for the $250 deductible, Crater Lake Ford should have to pay that. For the first 2 and a half weeks that it was at their shop, it did not move from the spot that ******* dropped it off at; my dad and I went in to check on it and it wasn't even in their system. It wasn't until I started calling weekly that they finally had someone look at it. I am upset that I never get any kind of communication from them unless I call multiple times.

  Business Response

  Date: 11/07/2022

  In response to the complaint, given the type of the repair needs for customers issue we were not taking any new customers during that time due to work backlog and supply of parts, and customer had towed over to us without setting an appointment. We did work the customer in and have completed the repair and vehicle has been picked up. 

• Initial Complaint

  Date:09/07/2022

  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.

  The clip holding my visor in place broke so I needed to bring my car in to the dealership for repair. There was a recall on my ************** involving both front seat doors. I scheduled to bring my car in on 8/24/2022 at 730am - she didn't give me any timeframe on completion so I called at 4 and she said they hadn't gotten to it because 4 techs had called in sick so they would need to keep my car for at least another day. I said that wasn't an option and we could reschedule. I brought my car in again on 9/1 at 730am and both repairs were completed. When I got in my car, I discovered at least 20 black marks on the ceiling of my car, 2 photos attached. When I told this to the woman that had been helping me, she drove my car over to get cleaned and she brought it back 5 minutes later with only half of the marked cleaned. I was in disbelief that she expected me to accept it back in that condition. She suggested I talked to the manager - note that she didn't even apologize.The manager, ****, came over and he too was not surprised. He said he would need my car for another day to wash the marks out. We scheduled me to come back on 9/6. I was driving home that day and a plastic piece they had removed to work on my door, popped out. I called **** on 9/2 to let him know about this and requesting he call me back to let me know how he is going to make this right. On 9/6 ANOTHER plastic piece on my door popped out, photo attached. I've had this car for 6 years and never had any random pieces falling off the door but I bring it in to these sloppy techs (charging $180 an hour) and now my door is falling apart. I did not bring my car in on 9/6, I hadn't heard from **** and I don't trust these people with my car. Its now 9/7 and I have yet to from Matt.The tech also left trash in my car, photo attached.

  Business Response

  Date: 09/12/2022

  At the time of customer picking up her car she pointed out that the tech left a few stains on the vehicle and we  agreed to have the car detailed and set up a date. Customer did call the following day and left a voice mail saying she found other parts that were damaged. At this time she did not shop up to have work done and the service manager ******************* will contact and issue a refund for repair as she requested.  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17931276
  
  I am rejecting this response because: No one has contacted me like the message said would happen. As you can see in the previously attached pictures, its not just a few stains. I don't appreciate you minimizing the damage and the unacceptable level of work that has been done to my car. You have done more harm than good to my vehicle and I don't trust the work that has been done. I expect a qualified technician to redo the recall repaid, to be refunded, and for my car to be detailed. I won't accept anything else.

  Sincerely,
  
  *****************************

  Business Response

  Date: 10/03/2022

  We have reached out to the customer and *************;a voicemail on 10/3/22 at 4:40pm to discuss next steps. Pending call back