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:10/09/2024

  Type:Product 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.

  I purchased my car on August 30 and I feel like I was taking advantage of because they told me I get $24,000 for my trade on the paperwork it’s 22,000 but the guy in finance told me oh it’s 24,000 you have tax or whatever but that’s not right. Then I felt pressured to buy a service contract which I contacted the dealership multiple times to cancel the service contract with no response from anyone so I called ******, which is who provides the service contract to cancel it myself and they said it had already been canceled and this was around September 25 . ****** said the refund would be sent to the dealership. I contacted the dealership twice to check on the refund because ****** said it should be there by October 1. I have emailed and I have gotten no response and nobody will help. I left a voicemail for someone in finance who has not called me back and this was beginning of last week. I just want the refund mailed to me and that is it, but I can’t get anyone to help.

  

  Business Response

  Date: 10/09/2024

  I spoke to Mrs. ****** to let her know the cancellation check was sent to ford credit on 10/2/2024. Once Ford Credit processes the check it will reduce the amount owed by the full amount of the refund. She is free to call me with any other questions she might have.

  Customer Answer

  Date: 10/09/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:06/25/2024

  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.

  On Monday, June 17, 2024 I had my 2012 F 250 towed a little over 20 miles to Mountain View Ford in Chattanooga after it left me sitting at the rest stop. I was towing my 5th wheel at the time so when the wrecker arrived to pick up the truck my 30 year old son rode with the truck that came to pick up my F 250. The truck was towed to Mountain view Ford in Chattanooga which was the nearest Ford Dealer. On Tuesday, June 18th I received a call from the service department at Mtn View Ford stating that my turbo had gone out but that it was under warranty because I had just had an entire brand new Ford diesel engine installed in September 2023. Mtn View refused to work on my vehicle because it had been "customized". In 2019 I had my fuel system rebuilt by my personal mechanic and it no longer required the DEF. I was told that the truck would need to be taken to ***** ******* **** in Dandridge, TN where the new engine had been installed in September 2023. I was told that I had to pay the diagnostic fee of $241.38 even though the dealership completely refused to work on my vehicle and forced me to have it towed 140 miles more to ***** ******* **** in Dandridge, TN. If you REFUSE to work on my vehicle, why am I required to pay you? I had to have the vehicle towed to another Ford dealership who ran a diagnostic check on my truck also.
  
  The dealership was more than capable of working on my truck because the dealership in Dandridge is working on my truck. I want a refund for the $241.38 that I was billed since service to my truck was REFUSED.

  

  Business Response

  Date: 06/25/2024

  The $241.38 was for completing the diagnostics. Due to the vehicle being illegally modified by removing the federal mandated emission components we decided that it needed to go back to whatever dealer that installed engine.  

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The turbo and engine are brand new Ford products!  The turbo went out within 9 months of being installed and the fuel system was modified 5 years ago so the fuel system has nothing to do with a defective FORD turbo that was installed approximately 9 months ago!  The reason you are refusing to work on the turbo is because Ford does not pay you to do warranty work which you are capable of doing!  You just want an excuse NOT to do the work on the turbo, but you charged me $240 to diagnose the problem and REFUSED to do the repair!!!
  
  
  
  Sincerely,
  
  
  ******* ****

  

  Business Response

  Date: 06/27/2024

  Ford does in fact pay for warranty repairs. It states in the Ford Policy and Procedure manual: Warranty does not cover parts that fail due to abuse, misuse, neglect, ALTERATION . The Pinpoint test in the Ford Shop manual states: Visually inspect the exhaust system for the following *tailpipe modifications that increase or decrease the exhaust restriction. The modification that was done on your vehicle included removing parts of the original exhaust system does affect the exhaust flow therefore Ford would not be able to warranty the failed Turbo.   

  Customer Answer

  Date: 06/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Once you "looked at the exhaust system" and noted a modification in that system, why did you run a diagnostic exam of the truck??  You knew by "looking" at the exhaust system that you were not going to do warranty work on the vehicle because of the modification yet you ran the diagnostic exam anyway.  You knew from looking the VIN up in your computer that a new engine had been installed recently by ***** ******* **** ** ********** *** and was under warranty.  The diagnostic should have been run by ***** ******* **** in Dandridge since you knew by "looking" at the exhaust system that you were not going to do the warranty work.  Why did you run the diagnostic?  Because you could charge $243 for it???  If the exhaust system had been modified after the new engine was installed I could understand that voiding the warranty, but I can provide proof that the exhaust system was changed during the summer of 2019.

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

• Initial Complaint

  Date:05/13/2024

  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.

  Brought car (2004 Ford Taurus SES) in for service May 6, 2024. Informed them I needed an alternator and that RPM would go up but not get any speed. Charged $185 diagnostic fee and told they would identify the problem. Given a quote of $1,300 before tax and told the problems would be resolved. Picked up car May 10, 2024 and was charged $1,446.27. Upon leaving I found the car still had the problem of RPM going up but not getting any speed, I also checked the transmission fluid at that point to find there was absolutely none. According to the paperwork the mileage was the same going in and coming out, meaning they never even did any kind of test drive. When I brought it back with my same concerns a couple hours after picking it up they wanted another $185 for diagnostics, diagnostics that I had been told were being done the FIRST time.

  

  Business Response

  Date: 05/13/2024

  Service Director spoke to customer and her uncle regarding the diagnostic fees. Each nonrelated Item would require a separate diagnostic fee. Vehicle was originally wrote up to check alternator fault. The repair order was read back to customer to be sure all information had been submitted and she agreed.  Alternator was found to need replacing and customer was called and approved the replacement. We explained to customer and her uncle that if advisor had put an additional inspection on repair order there would have been 2 diagnostic fees not just the one for the alternator inspection. Offered customer to have it diagnosed but she declined at this time.  

  Customer Answer

  Date: 05/13/2024

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

  No diagnostics were done on the alternator. When we brought the car in WE told THEM the alternator was bad and needed to be replaced. The “diagnostic” fee was to diagnose why the RPM was going up but the car not gaining any speed. Person that wrote up originally when we brought the car in told us they would find the reason for the RPM/speed issue. When they called to get approval to go ahead with the repair the employee grossly misrepresented the diagnostics as well as TOLD ME that the repairs would resolve the RPM/speed issue, which they absolutely did not. To claim the “diagnostic” fee went towards diagnosing the alternator that WE informed THEM was needing to be replaced is misappropriation of funds.The employee, we have found, was dishonest in their write up and work. 

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

  

  Business Response

  Date: 05/14/2024

  When Service Director spoke to customer, she had said that she used the term "vehicle goes varoom but no zoom". There was never any discussion regarding diagnosing why RPMs are going up but the vehicle not accelerating. The advisor read back repair order to clarify with customers what he had taken down to which she agreed. In the event he had thought she also wanted something else diagnosed he would have added another diagnosis line, it would have been an additional $185.00. There was only one diagnostic fee which was to verify that the alternator did in fact need replacing.

  We will offer to diagnose the RPM surge at no additional charge as a show of goodwill. Contact **** ******* ** *************      

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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.

  The paperwork I attached for the vehicle was believed to be an upgraded model of the GT, it is not.
  The price reflects a GT not a regular mustang.
  My name is ***** ****** I am ****** ******* daughter, she is an elder and was taken advantage of by Mountain View Ford.
  They also pushed her to put down 15,000 because they knew she was buying a regular mustang at a premium GT price. The bank obviously would not loan that amount of money on this vehicle. They need to take this car back and refund her or pay her back the difference between a regular mustang and a GT Mustang.

  Customer Answer

  Date: 03/04/2024

  Hello *******,
  
  We have come to an agreement with **** ******* at Mountain View Ford and now consider this issue resolved. 
  
  
  ****** ******

• Initial Complaint

  Date:02/26/2024

  Type:Product 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 used vehicle from the dealership, not even 400 miles later it broke down. I contacted the sales team I dealt with during the purchase and was told "they would do nothing for me". I understand used vehicles come with some risk but 400 miles indicates that this vehicle was not in working order prior to sale, and the short test drive I was able to conduct couldn't have pointed this out. They did not disclose the fact that significant body damage on the truck had been repaired prior to me inquiring about it either.

  

  Business Response

  Date: 02/27/2024

  To whom it may concern,

  We are sorry to hear the customer is having issues with the truck.  We never want this to happen and gain nothing from it. 

  Mtn View Ford will not be covering the current needed repairs to the vehicle. This truck had 237,560 miles on it when it was purchased from Mtn View Ford.  As the mileage increases on used vehicles the risks of unexpected and out of pocket repairs increases significantly, in severity and cost.  This is a statistical fact, not an opinion. Therefore, we had an additional document created and have it signed by all parties involved in the transaction, being the customer, salesperson, and sales manager that outlines the very likely scenario of repairs within the first thirty days.  To be clear, this is in addition to the Federal Buyer's-Guide that declares the vehicle is an As-Is vehicle with no warranty.  Mr. ******* was aware of these risks, was presented multiple documents declaring these risks, and chose to move forward with the purchase by signing those documents and purchasing the vehicle.  Regarding the comment on body work, 80% or more of the vehicles we trade for come to us with body damage of some sort.  We fix body damage on most used vehicles we have in stock at any time and do not claim otherwise.  If this truck has body damage that we addressed upon taking it into our inventory, that does not make it unique, but rather the norm.  We also provide a ****** on every used vehicle sold.  Mr. ******* signed a ****** on this truck as well at time of purchase.

   Please see attached documents.

• Initial Complaint

  Date:08/24/2023

  Type:Order 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.

  On 16 Aug 2023 I took a wheel in to Mountain View Lincoln/Ford to get the tire replaced. They replaced the tire, and I scheduled an appointment for 0900 the following Wednesday (23 August 2023) for an oil change and tire rotation. I also informed them I would need an additional tire at that time of service, and asked them to go ahead and order it so it would be onhand.
  
  On 23 August 2023 I arrived at the dealership at roughly 0830, well ahead of my appointment time. I was informed that my service representative had been out sick on Monday, and as a result my tire had not be ordered. She recommended I leave until they had the tire onhand.
  
  At 0942 I received a call stating that the tire had arrived. I dropped the car off roughly 20 minutes later.
  
  At 1353 I received a voicemail stating that the car was done, though they discovered that the rear brakes should be replaced. I got the voicemail and began trying to reach the dealership by phone at roughly 1420. I could not reach my service representative, nor service manager, nor general manager for over an hour. At 1523 I received a text from my service representative saying that she had received my message, but because of the time they wouldn't have my car ready until the next day.
  
  For a 9 am appointment for a tire rotation and oil change, having to leave the car overnight is completely unacceptable. On top of that, by the terms in our purchase contract they are required to provide a loaner vehicle, though they did not as they state that they have none available.
  
  The delays are purely due to incompetence and inattention. The customer service responsiveness is abysmal. How am I supposed to pick up kids from school if a simple service appointment takes more than 24 hours and they won't give me a contractually required loaner vehicle?
  
  In addition, they stated that several of the repairs I asked for were known problems, but there were no solutions in place and they would not attempt to repair (rear facing camera, etc.)

  

  Business Response

  Date: 08/24/2023

  I **** ******* *Service Director) spoke to Mr. ***** 08/24/2023 @09:30. I offered to deliver his vehicle back to his residence when completed and he said that would be much appreciated. 

  Customer Answer

  Date: 08/28/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/26/2023

  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.

  2022 Lincoln Corsair Reserve purchased from Hennessy in Atlanta GA in February as a demo, 7800 miles. Contacted closest Lincoln dealer with complaints of loud rattle fan in driver seat, vibrating noise underneath sounds like a heat shield maybe but metal vibrating metal and most serious issue of vehicle losing power, appears to be going into neutral after stopping/idling. Issue has occurred at least 4 times with the most recent being this week. Vehicle has to be pulled to the side of the road and turned off/ restarted to get power again, serious safety concern. Made appt for 6/23/23 at Mtn View Lincoln in Chattanooga, TN. Car was turned over with listed complaints and I was told that there was only 1 loaner car left and it was over the mileage so if the car had to stay she would have to get with a mgr and get a loaner approved. I got a call at 5:25 pm stating the fan was on nationwide back order so there was nothing they could do, they put the car on the rack and everything looked tight so they couldn’t do anything about the vibrating rattle and that they couldn’t drive the car to check the power loss because the highway was very busy that day? Told me to come get car. On 6/24 I called requesting a mgr and was told the mgr worked M-F. I explained my concerns about the day before and was told that if I left it they would make sure it was checked again and get diagnostics ran and they would call. No call, we left voicemail, finally reached someone at 3:30 and was told the vehicle had not been touched because they only did oil changes on weekends. Asked for a loaner and was told they were out, again asked for mgr and was transferred across the road to a salesman who said Lincoln rep was off this date in service and if we wanted to pay to rent a car we may be able to file for reimbursement? He was very rude and did not seem to care about the service issue. We requested print outs of what was checked, the diagnostics etc and was given nothing. Lincoln contacted.

  

  Business Response

  Date: 06/26/2023

  On Saturdays we do not have certified technicians on duty only general service techs to perform scheduled maintenance. The curtesy loaner vehicles are based on availability. Unfortunately, there were Non available. 

  Customer Answer

  Date: 06/26/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: the issue is that nothing was done on Friday and I was told to come get the vehicle with nothing being done. When I called back on Saturday morning to express my discontent with what had taken place and to figure out what my options were I was told that if I left the vehicle that they would make sure all of the issues were reviewed that day and a plan put in place on how to address what couldn’t be fixed that day. I was never told that they only did oil changes on Saturday, I was assured my vehicle would be handled due to the negligence from Friday.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/28/2023

  Along with the Oil and filter service tech also diagnosed concern with seat and parts have been ordered. tech raised vehicle on rack to inspect components that may be related to rattle concern but did not see any this loose. When the special-order part arrives, we will schedule a time when we can install, and we can have you ride with shop foreman in an attempt to duplicate any further concerns. 

  Customer Answer

  Date: 07/03/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: There was no follow up given as to the replacement part being ordered. I was just told that there was a nationwide shortage on the part. When I called back on Saturday morning for clarification on what I was told on Friday I was told that this would all be addressed that same day. This was not handled properly, and I feel that Mtn View needs to take accountability for the failure to address the concerns with a brand new vehicle. People have to take off from work to get vehicles to the service center plus have someone else pick them up since the loaner vehicle policy is inadequate only to be told that the highway was too busy for the vehicle to be checked? There appeared to be nothing loose underneath when the vehicle was on the rack? If you had driven the vehicle you could have heard the rattle. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/05/2023

  I checked with parts and the seat blower is on a national backorder estimated to be released 07/20/2023. Once we receive the needed part the Lincoln advisor will contact you to set up an appointment. 

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: ********
  
  I am rejecting this response because:
  
  What about the other issues? I don't trust that your company will handle the issues and I don't feel that I would be treated with respect if I returned there. I have been in contact with Lincoln and at this point I am being guided to another dealership. I'm sure you don't care but people need to know how you handle business as well as Lincoln/Ford companies. I have never received such lack of concern, especially when one of my complaints is a major safety issue, yet I was told the highway was too busy to drive the car. I was not ever told that I would be notified when the part arrived and was not given any paperwork even after asking. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/05/2023

  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.

  I took my car originally on or about 04/17/2023. I had 2 requests, (1) Reprogram keys because the anti-theft system continued to prohibit the car from cranking. Because of my lack of funds, I had to pay for towing the car to the dealership. I was advised that the problem was my crankshaft sensor needed to be replaced. I was given a fee of $624.79 which I paid. This price was for reprogramming my car keys and replacing the part they advised was needed. I paid the fees and picked up the car on 04/25/2023. I registered a complaint with the manager as well as their regional manager. I did not drive the car for 2 days. I made my 1st outing on 04/27 or 04/28/2023. While driving the car began to shut down. My Air-bag indicator and my battery indicator came on and my speedometer went to zero. I stopped by AutoZone where I had purchased the battery they ran a test and found the battery to be good but showed a faulty alternator.
  The dealer indicated a faulty alternator. The dealer kept my car for another week and advised they had installed a new alternator but no the service engine light is on.
  
  I took the car to who I thought were the professionals but they keep finding new problems and a new large price to repair. This time close to or over $800.
  
  It is my opinion that the dealer is price gouging and taking advantage of me as a senior citizen. My advisor explained they installed a new alternator but they cannot get the check engine light to go off.
  
  I feel they either have inept mechanics, or their intent is to mishandle seniors, women, and people of color.
  
  I have not picked up the car yet. I was advised I could take it with the check engine light on or they can do further checking and repairs.
  
  Please help me!
  
  Thank You,
  
  ****** *******

  

  Business Response

  Date: 05/05/2023

  2006 Ford Escape which had never been to this dealer before was towed in 04/17/2023 with a no turnover no start condition. No turnover was due to key was not programmed and causing anti-theft to keep car from turning over. Once we programed key the vehicle would turn over but not start. found crankshaft position sensor needed to be replaced. once we replaced the crankshaft sensor the vehicle started. She picked up her vehicle 04/25/2023. 

  she drove vehicle in 04/28/2023 due to instrument cluster flickering on and off. Brought in shop raised hood found battery boiling over due to Alternator overcharging. replaced alternator and battery. vehicle still has issues someone has been working on this vehicle prior to visit on 04/17/2023. main harness has been spliced into and #6 coil not getting power. Vehicle runs but needs further diagnosis, but customer declined diagnostic fee. 

  Customer Answer

  Date: 05/08/2023

  
  
  I am rejecting this response because:   I had previously drove my vehicle to Mountain View Ford to request reset of keys since I was receiving anti-theft signal which caused the car not to turn on and showing as the dealer said anti-theft signal.  With the price they quoted which was $300 I explained the need to wait for my Social Security check. 

  I brought the car in the following week, however, I had to have it towed because the car would not crank. I had no idea what caused the car to cease to crank. 

  I didn't know that this could be caused by a bad alternator.  I brought the car in, I was advised by the service department that the cause of the problem was a crank shift sensor problem.  They quoted me a of $624.79 to repair the problem.  I called them back to OK the repair.  On April 25, 2023 I came, I paid the entire amount using my credit card.  They had to have payment to secure the repair.  I was not able to pick up the car until May 1st.  I drove the car to Sam's club where I filled up my gas tank.  Due to rain I parked the car.  

  I next drove the car on May 3rd. This was after repairs.  My airbag light came on, my battery notification came on and my gas hand dropped to empty.  I stopped at the AutoZone where I had recently purchased the battery.   Their test showed the battery to be fine but a bad alternator.  

  To make a longer story short, I took the car back to Mountain View Ford thinking that with all the checks they'd done they should have picked up the bad alternator.  They had already charged the battery for a fee I was advised.  

  My thoughts on the matter is that in this age where most mechanics use the computer to diagnose the vehicle problems they should have picked up the problems just as they did when they Identified the problem with the crankshaft sensor.  (I may be misspelling the actual name.   

  My car only worked long enough for me to run 1 errand before they systems began to fail again.

  They have now quoted me over $600 again for work that should have been diagnosed and repaired before they released the car to me.  

  I am not sure if the problem is ineptitude on the part of the mechanics or just the bad luck of being a senior citizen, (older woman in particular) 

  By the way, before I allowed them to do the work, I spoke with their manager as well as their regional manager.   They agreed to these fees. 

  The manager was rude and disrespectful,  The other (Regional or District manager) was at least nice,

  They have my car, the last I heard was they could not get the check engine light to go off.  

  I feel that their department has caused more problems than they have solved.

  I apologize for being verbose, I am also venting.

  Oh, by the way, they sent me a how did we do text to which I responded in a negative form. 

  The district or regional manager explained that he had read my response.

   

  Thank You

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

  

  Business Response

  Date: 05/09/2023

  the first time vehicle came to our service department it was towed in with a no start and no crank condition. which we repaired bot. 2nd time vehicle came in customer drove with dash going in and out which is a different concern. We have never charged her for charging the battery. The alternator was found to be over charging battery. The battery she had replaced from aftermarket auto parts store and we had them warranty a new battery for her. Customer gave us the authorization to replace alternator. Vehicle is running but has a miss that need to be diagnosed. someone has spliced in the harness and has been working on vehicle somewhere other than at this dealer. 

  Customer Answer

  Date: 05/11/2023

  
  
  I am rejecting this response because:

  The dealer diagnosed my car on my original visit, the claimed to have repaired the problem.  I paid them over $600 for the work.  They never mentioned any other problems.  Again after driving the car on the day that I picked it up, on the next trip the systems started acting up again.   They then said their diagnosis was that I needed a new alternator.  This new diagnosis was to cost over $600 again.  They needed to replace the battery which was relatively news.  They said they would go to the AutoZone and redeme  he battery which was only months old.  My next "Peril's of Pauline" problem, Mountainview advised they had replaced the alternator however, they could not get the "Check Engine Light" to go off.  Now Mountain ViewT Ford claims that my problem was due to the repair work of others.   I have not had any major problems other than this since the Ford Escape has been in my possession.  It is my understanding that this is many times the dealorships response is many times the claim that  someone else has worked on the car and caused the problem.  If this was the problem why not just tell me in the beginning?   It is my thought that the problem of ineptitude lies in the service department of Mountain View Ford.     

  If they could not fix the problem, why continue to do this hunt and pecking and charging me money that I can ill afford!

  I say again, with the diagnostic technologies of today, why would their system pick up one problem and not the other.  

  Look, I am 73 years old, living off of Social Security. I need help. I need Mountain View Ford to stand by their work and stop running up billable hours and not fixing the problem they claim I have. 

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

  

  Business Response

  Date: 05/11/2023

  We have corrected each concern customer has brought it in for and have gotten prior authorization on every repair. Due to someone else working on vehicle and did things that are not done by factory standards. A diagnostic fee is required. There are several areas where this has been done by someone not factory trained and could be source of concern. 

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: 20018179
  
  
  
  I am rejecting this response because: 1 had to return my car to Mountain View Ford after having paid them $648 to fix a problem that had never been shown before.  I was able to drive my car home where I parked it for 2 days.  I went to pick up my niece when several problem lights came on.  It showed the battery signal along with showing that I had no gas even thouogh I had filled my tank on the day I  brought my car home.  I stopped at the "Auto Zone where I had recently purchased a brand new battery.  The tech their put their tester on the battery and was given a signal that the battery was fine but their computer read problems with the alterrnator.  I drove the car back to Mountain View Ford when I was given a new diagnosis.  I had planned to take the car to another repair shop but the car would not crank.  While there, after being in the repair shop all of a sudden the battery which had shown fine just minuites before spewed out its fluid.  I had no revourse but to leave the car with Mountain View Ford again.  This time they advised I needed a new alternator.  I OK'd them to repair.  When I checked in with them again they advised they replaced the alternator however now the check engine light was displaying and their mechanics could not find the problem. I was quoted another estimate of over $650. 

  It is my supposition that the person's working on my car were not knowledgable enough to find and fix the problems they were working on.    

  Last but certainly not least, the next venture I was advised I need a new PCM.  I understand this is the computer.  

  I picked up my car today.  My check engine light is still on.  They Charged me over $740 with tax.  I was able to drive the vehichle home,  However the car putt, putted all the way home.  I declare that the mechanics at Mountain View Ford created each condition that they declared needed to be fixed.  Now they advise I need a new " PCM".   Mountain View Ford service department should be held accountable for the havoc they have created.  

  I asked the service person in the shop how did they come up with the problems they advised needed to be repaired.  I was advised that they ran computer checks.  Each time they have worked on my vehicle the car has come out wiith more problems than it started with.

  I am pleading with you as the woman in the Bible was being illtreated by the unjust king.  I plead for your intervention.   I avow that all of these major issues did not exist prior to this company working on my car.   I have now spent more than $1300 for repair.  I have also been given a diagnosis that I now need a " PCM"  this job will cost over $1000.00!   

  I have no recourse as of now.   I feel that this company has created the problems that they are charging me to repair. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 05/16/2023

  04/17/2023 Originally vehicle was towed it would not turn over due to key not being programmed causing vehicle to go into anti-theft mode. Once we reprogrammed key vehicle would turn over but would not start. we found that camshaft sensor needed to be replaced. The vehicle at this point would turn over and start. All work was authorized by owner before any of this work was completed. 

  04/28/2023 Customer returned with dash going in and out. we pulled in shop raised the hood to find battery boiling over due to alternator over charging. We were able to get AutoZone to warranty the battery replacement and we replaced alternator. with new alternator and battery replacement dash concern was resolved customer was informed that check engine light was on appeared to have a engine miss. Contacted customer and asked if she wanted us to diagnose the check engine light. Customer declined to have it diagnosed and picked up vehicle 05/15/2023. 

  Informed customer that whoever had been working on vehicle has spliced wires which could affect power control module function but would not know without proper diagnosis. 

• Initial Complaint

  Date:11/14/2022

  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.

  Received a “safety recall notice 22S43/NHTSA Recall 22V413” for my Ford Escape SE purchased new in 2017.
  That letter asked me to contact without delay my Ford dealer whom is Mountain View Ford of Chattanooga.
  
  The process in the letter was to call the dealer, provide VIN & set up an appointment for repair….”parts are now available to repair your vehicle”….”the time needed for this repair is less than one-half day”… it is added that due to service scheduling requirements, dealer may need vehicle for a longer period of time(?)...
  If parts are available and appointment is set up between customer and dealer, why should it take longer?
  
  Called on Nov. 10th, I wasted 25 minutes of my time, being answered by 3 different people with a hold of 12 minutes while I overheard the staff talking … the 2nd man who answered me and put on hold but did not seem to know exactly what to do with my recall notice and asked if I now had some issues with the car…. answered "No" but did not want to wait to have transmission issue for taking care of it and wanted it fixed quickly as Ford had asked me to do! Was transferred to a very rude man who told me I had to follow his process if I wanted help with that issue. He wanted to oblige me to do 2 trips to the dealer: one trip to see the vehicle and confirm the VIN + mileage for ordering the parts(which were already in stock), and to see the car physically!….He refused to take the VIN and mileage over the phone even with a picture….I would have to then do a second trip for repair but I had to be ready to leave the car for more than a day.
  
  I am an active worker who needs a car 7/7. Ford indicates a process in the letter that obliges the customer to do one trip for repair, not two! The person I spoke to apparently did not appreciate my arguments and then hung up the phone abruptly!
  
  As a reminder, the recall notice that bothers that dealer is due to Ford! ..... not the customer!!!
  
  I want my car fixed asap with only one appointment.

  

  Business Response

  Date: 11/15/2022

  I do apologize for the confusion. Ford Motor Company had originally wanted the dealers to inspect and if the bushing showed to be broken or cracked, we were required to take pictures to order the replacement bushing. Apparently due to a parts shortage they wanted to replace those first. With exception of the Transits, we are now stocking all others. I would be happy to schedule that for you. You can call my direct line at ************. This is Todd L****** Service Director at Mtn View Ford Lincoln  

  Customer Answer

  Date: 11/15/2022

  
  
  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. Appointment is set up on November 29th at 9am for repair.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/21/2022

  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 bought a car from Mtn view ford and before the purchase I was told by the saleperson (John green) that the vehicle would be inspected before sale to make sure it was in driving shape and safe for sale after said inspection I was told all that was done was new front breaks I asked if there was any other issues and I was told there was none and the vehicle was in great shape. Fast forward a week and a half the belt blows and in the process of replacing it I discover that the vehicle had been leaking oil for a long time and still is the entire under side of the engine is covered in old and new oil as well as the tires not being balanced at all and the back two not having any weights on them. After waiting for two weeks on the mechanic he tells me the entire engine needs to be removed and gaskets put on totalling 3300$ and the ignition system might need an additional 1200$ worth of work and my salesman told me when I first reported the issue that it was my problem and he wouldn’t help me after only having the car for 10 to 12 days this experience shows me that they did not do an inspection like they said because the oil was visible as soon as you look under the vehicle so i am seeking compensation for the repair costs caused by there laziness and lack of care for vehicle and driver safety

  

  Business Response

  Date: 10/24/2022

  SEE ATTACHED

  The car was inspected, see attached documentation. The customer knew and assumed the risk of buying the 2008 Taurus with 185,651 miles. This car was designated an AS-IS used vehicle with no warranty, see attached documentation. The customer acknowledged this on multiple occasions by signing documentation declaring this exact information, see additional attached documentation.

  Also, the customer purchased a service contract to cover some repairs on the vehicle. When he visited Mtn View Ford to see if the repairs were covered by the service contract, he was told an inspector would have to come out and look at the vehicle, at which time he declined the inspector's visit and left the store. 

  It has been two months since the vehicle was purchased, and the vehicle wasn't brought back to Mtn View Ford until Oct. 3 regarding issues. At the earliest, that is five weeks after taking delivery of the vehicle. We are sorry the vehicle needs repairs, but Mtn View Ford will not be responsible for the repairs them and will not pay for them.