Complaints

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

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  Jess Ford Pullman LLC

  2590 S Grand Ave Pullman, WA 99163-8865

• 

  Jess Ford Pullman LLC

  PO Box 489 Pullman, WA 99163-0489

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:06/19/2025

  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.

  I brought my 2014 **** Fiesta ST to this dealership to have two recalls completed the door latch and coolant sensor. I initially dropped the car off and was told it would take three days. They kept it for four, then informed me they had forgotten to order parts for the coolant sensor. I was told I could pick the vehicle up while waiting for the parts, but when I did, I discovered that the door latch recall hadnt been completed either.After being notified that the parts had finally arrived, I returned the vehicle. I was again told it would be finished within three days. Instead, I made a call for updates on the due date and they stated they had broken the door regulator and needed additional time. I remained patient, but as of this week after multiple weeks Ive now been told theyve also broken the thermostat housing, despite previously informing me that the thermostat work had already been completed.Throughout this process, communication has been lacking. Ive had to initiate most of the follow-ups myself, often calling to get updates that should have been proactively communicated when timelines or repair issues changed.I understand that recall work is probably paid at a less than optimal flat rate for the shop, but that should not result in my vehicle being held for multiple weeks with repeated complications and minimal **************** requesting a formal written explanation of the work performed, a clear breakdown of the timeline, and assurance that the vehicle will be returned in proper working condition immediately, without further delays or additional issues.

  Business Response

  Date: 06/23/2025

  Mason, thank you for reaching out so that I can resolve this matter. You seem to be very understanding about our side of these issues, but quite frankly I am embarrassed at how this experience has gone for you and sorry for the trouble and time it has taken from you. From my understanding, we have completed the 2 recalls and fixed the parts that were broken during the repairs, all without you paying any money. I hear there is another concern of a window not working properly now. I also hear that you intend to bring the vehicle back in today 6/23 to follow up with the window that isn't working. Are there any other concerns as far as the vehicle is concerned? If you do bring the vehicle in today, I would like the opportunity to meet you, talk about all your concerns and find an expedient fix to them. 

  Thanks Again

  Daniel Hart

  General Manager

  Jess Ford of Pullman

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23493623, and find that this resolution is satisfactory to me. Thank you for helping to conclude this process.  
  
  
  
  Sincerely,
  
  
  
  Mason Hansen

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Want to do a vehicle payback with ****************** due to lemon. Truck keeps breaking.

• Initial Complaint

  Date:11/29/2023

  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.

  Omg! I took my car in for struts because I heard a creaking noise. They said they could fix that for around $700. Another mechanic said I needed struts and springs for $1500. Needless to say ***************** told me I needed $2800 worth of work but I told them I only had $1700 so they took my savings and my car is still making the creaking noise and I have paid 2 mechanics to fix the work they supposedly *********** now its about $800 but its still creaking so I dont know how much more its going to cost I think I might just have to buy a new car how ridiculous is that?!

  Business Response

  Date: 01/09/2024

  *******, I apologize for this scenario. I would definitely like an opportunity to get the car fixed properly for you. I would like to invite you to reach out to me directly. ************* or ***************** That way we can figure out a time to get the car into my shop and verify what is actually causing the noise. I understand that you have already spent quite a bit of money trying to get it fixed and I would like to get the issue fixed with you spending more money. 

  Thank you

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

  General Manager

• Initial Complaint

  Date:07/30/2022

  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.

  I found a **** F350 on the "shop ***** website. It was a 2022 **** F350 Tremor (VIN: *****************) where it is online for $80,050. I spoke to a salesman named ****** and he confirmed that the truck was available and texted me pictures. I told him I was interested at the online price tag at $80,050. After I got off the phone with ****** I asked to confirm the price, where he said he had to talk to his manager, because he didn't know (common sales tactic in the car business; I sold cars and saw dishonest salesmen use the same tactic, which is one of the reasons I left the industry). ***** then called back shortly and said that it was now $90,045 (almost $10,000 markup, referred to as a "10 pay" in the car world. I explained my concerns with how the pricing was not only more than a lot of competitors at the $80,050, but now they're trying to profit another $10,000 off the sale. Normally I wouldn't care as they can do as they please, however, they had the pricing advertised online as $80,050 to get people to call in. I told ***** I was not interested and that I would be if he and the sales manager honored the online and advertised price. ***** said his manager would do "$83,500 today only". After explaining my frustration, he became short and then they changed the online pricing after me contesting their price change (I have text messages of the conversation with ****** as well as pictures of the online pricing). I understand the car market is inflated, but the $80,050 price tag reflects a very inflated dollar amount already, I'm not about to pay $10,000 over that, especially after they lied online to draw people in. I'm a understanding person, I can work with people, but I don't believe in businesses that lie to their customers, the sole thing that keeps them in business. I would like to be able to make a deal on the truck, and change my review. I look to recommend companies, especially local, I don't try to file complaints unless necessary.

  Business Response

  Date: 08/09/2022

  Where did you see this priced posted? All the vehicle posting I control say "call for price". Some do list the **** on the vehicle, but that is a suggested price and there is verbiage that states to call for the actual price.