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:12/11/2024

  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.

  We bought a **** f150 ilimited edition in 2020 with less that had less than 30k mileswe. Had a problem with the truck in 2021 and serviced only at this location.we took the truck back in 2024 with the same issues that was getting worsethe dealer charged us 6000 to make a major repair that they said was no longer covered by warranty because we had went over 3000 of the warrantywe learned that the problem was known to **** and they had the letter on file that there was a bad part for this model truck that was never disclosed to us and a remedy that would be provided by the **** company.we have asked that that letter be disclosed to us and a remedy to resolve the issue that should not have cost this amount if this information had been disclosed and the part had been replaced before the warrantee ran outthe service manger **** Dillardhas made several attempts to help us and has sent a regrets to his manager C ****** who has not responded.we also reached out to the warrantee manager at **** who said they could not help beacause we were 3000 miles above the warrantee period

  

  Business Response

  Date: 12/18/2024

  Thank you for your patience while we researched this complaint thoroughly.
  
  While we understand the frustration of having to pay for expensive vehicle repairs, the repair in question was not at all related to the phaser issue referenced in the letter from ****.
  Before we get into the repair details, we would like to mention that in good faith, we have reached out to the customer and offered them 50% of the repair cost back, although we are in no obligation to do so.
  We have attached the full repair history of this vehicle and highlighted the repairs that we will discuss, as well as include the letter from ****************** regarding a potential phaser issue. Please note that the phaser issue in question is a noise that happens immediately upon start up after a cold soak (meaning if it has been sitting for a while) and that this particular vehicle has never been diagnosed with a phaser issue.  A Cam ****** concern will cause 2-5 seconds of rattling on start up only.  No noise or driving difference will be observed after the initial start.
  Here are the repairs to note:
  3/9/21 customer complained of a rattling noise when first starting vehicle and lack of throttle response. This issue was diagnosed as a wastegate linkage issue. To repair this issue, we installed a new spring washer kit which was covered under warranty.
  6/11/21 the customer brought in the vehicle for a vibration at around 20mph. We recommended new brake pads to resolve the issue which the customer declined
  October 2021 ****************** made dealers and customers aware of a potential phaser issue that could occur on this particular vehicle and sent out a preventative software update
  12/21/21 customer came in for regular maintenance and we installed the preventative software update introduced by ****************** that was meant to prevent the phaser issue.
  1/4/2022 the customer came in complaining of a cruising vibration which could not be duplicated
  11/2/2022 the customer complained of a roaring noise which was diagnosed as the hub assembly. Although this was not covered by the ****************** Warranty, we replaced this and waived the labor cost to the customer. They paid for parts only.
  10/14/24 customer complains of a rattle on cold start which is cam phaser concern. At this point the vehicle has ******* miles and the warranty via ****************** had expired 1/1/2023. The customers extended warranty expired March of 3/30/2024.  At this point there is no warranty left on the vehicle.
  We made the repairs and charged the customer accordingly. With no warrently and no previous diagnosis of this issue, we were under no obligation to cover the repair.
  
  Again, in good faith, we have offered the customer a 50% reimbursement. 
  

• Initial Complaint

  Date:11/01/2024

  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.

  I took my vehicle into the dealership for an oil change. While I was there, I asked about the recall my vehicle has. They told me it was three to five days. I paid for the oil change and left the dealership. A couple of days later I called the same dealership to see if they can provide me with a loner car so that my vehicle can be fixed due to the recall. They told me the recall does not come with a loner vehicle. I called customer service at ************ on 11/01/2024 and asked if they could help resolve the situation. They stated the same information. The phone number that is associated with my account is ************ However, my new number is ************. The recall is no fault of my own. I have no other vehicle to use. I do not have the option of borrowing a vehicle for someone else. I am a single mother who works full time and has to transport her child everywhere. I am supposed to wait until this becomes a bigger issue and then it will be my fault because it was not taking care of. What ever happened to customer service. This recall is no fault of my own.

  

  Business Response

  Date: 11/02/2024

  I am not understanding why my initial response did not show up on the portal. I responded the day of the complaint. I am resubmitting my exact response originally submitted on 10/14

   

  "
  Hi *****. Since no marketplace transaction has occurred between you and Two Rivers Ford, there is really nothing that we can do to help you with your issue. Since you purchased the vehicle from *************, it would be that dealer's responsibility to respond to any complaint that you may have. We understand that they are no longer in business, and we understand your frustration, but since you have not purchased anything directly from us, there is very little we can do. We wish you all the best in getting this matter resolved."

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22501419
  
  I am rejecting this response because: I did not purchase my vehicle at a ***** dealership I purchased my car from ****. Are you confusing me with another person? 
  
  Sincerely,
  
  ******** ***

  Customer Answer

  Date: 11/05/2024

  I got my car from ************ in ********, **. Not a dodge dealership. 

  Customer Answer

  Date: 11/05/2024

  In the response from the dealership it said hi *****, it said I got my car from a dodge dealership, and it said he respond the complaint on 10/24 

   

  1) my name is ******** not Danny 

  2) I got my car from a **** dealership in Gallatin 

  3) my complaint was originally sent on 11/2 

  the dealership has me confused with someone else 

  

  Business Response

  Date: 11/05/2024

  My most sincere apologies for the mix up on my response. 

  Because you purchased the vehicle at ************, they would be the one to get you a loaner vehicle and complete the recall. Unfortutely we have a limited number of loaner vehicles, which we reserve for customers who purchased their vehicles from us and for those who have an extended warranty program through ****. ************, where you purchased the vehicle (now ************** should be able to get your recall handled and get you a loaner. You may want to inquire if they have Pick Up and **************** (which many dealers now do). They may be able to come get your vehicle and leave you a loaner. We apologize for the inconvenience and recommend you calling the **** Dealership where your vehicle was purchased.