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:04/30/2023

  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.

  My brother, ************************, has *********** disease, and is unable to advocate for himself because of the disease, which is why I am filing a claim on his behalf.***** was trying to help the son of a friend, *********************, by co-signing for a used car which he bought from Titus Will Ford on 3/13/23. ***** put down a $6,952.00 down payment on a 2017 Toyota Prius for $28,799. On that date the ***** Blue Book price was $20,424. According to the paperwork, the APR at ******************* was ****%. bankrate.com shows that the rate for *****'s car loan could be from ****% - ****%, so even the APR ***** was contracted to pay was predatory. *****'s credit rating is over 800. The total cost of the purchase on credit, which included a $5,500 Platinum Wrap and a $775 windshield replacement contract, including the down payment was $53,930.68.As soon as *****'s family learned what happened, and since **** was unable to make the monthly payments for either the car payment or the insurance, our family encouraged ***** to return the car to Titus Will Ford. ***** and **** returned the car to the Titus Will dealership on 4/18/23. ***** had to pay an additional $6,315.83 when he returned the car.*****'s family's complaint is that Titus Will Ford took advantage of ***** and his diminished cognitive ability. It is a predatory practice to charge ***** a total of $13,267.83 for having the vehicle for 37 days ($6,952 down payment + $6,315.83 on 4/18/23 when ***** sold the car back to the dealer.) Titus Will Ford dealership took advantage of *********************, who is suffering from *********** disease and has diminished cognitive ability. If you examine the paperwork, you can see how shaky his signature is. On behalf of *****, *****'s family is seeking monetary damages from Titus Will Ford for their unfair and predatory practices during this transaction. *******************, one of *****'s sons-in-law, helped ***** return the car to Titus-Will Ford, and pleaded *****'s case to no avail.

  Business Response

  Date: 05/09/2023

  Dear Sirs,
  We have reviewed the complaint made by **************************** Our Finance Director, *****************************, has left 2 messages for each of the three parties involved in the complaint:  *************************** (the sister),********************* (the co-signer) and **********************  None of the parties have responded.  We sent out certified letters to the two gentlemen involved in the car buying situation as well and are hoping for a response.  It is difficult to resolve the issue without the opportunity to discuss the matter with the parties involved.  Unfortunately, we can only share information about the purchase with ************** and **************** since there are privacy law.  We ask that ************** have her brother and/or **** reach out to ******** as soon as possible for resolution.
  
  Thank you,
  
  Titus-Will Ford
  ...

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19999365
  
  I am rejecting this response because ********************* is not in a position to respond without a family advocate involved.  I called ***************************** back today at 8:19 PM and told him that if there is to be a face-to-face meeting at the dealership, that ***** needs his family present to advocate on his behalf.  ******** agreed.  I asked ******** to text me some possible dates and times for a meeting at the dealership with *********************, *********************, and *****'s family members who can represent his best interests.  ******** agreed to text me dates and times for a future meeting to discuss this car sale and buyback.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2023

  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 purchased my brand new Corolla Cross from this dealership and in two weeks and two days after driving it, the vehicle broke down on me at an intersection in a very traumatizing way. There was one specific error icon and one specific error message that was displayed on the dash board, which read "engine pressure low" and "call your dealership". I managed to get the vehicle back home. Checking the manual, I realized it was related to very low engine oil. I pulled the dipstick out and confirmed. I had the vehicle towed back the next day 4th of March. Days of unanswered calls/texts went by till I was casually told one afternoon to come pick up my vehicle. I was told no information of what I described in the memory and it had been driven for 40 miles. ************** basically calling me a liar. I then filed a complaint with Attorney General, called Toyota Brand many times to arrange a technician to take a look at my vehicle. Titus-Will had previously told me there was nothing they could do anymore and my car should be picked.On the 21st of March, Titus-will received my AG complaint letter and calls from Toyota brand, service manager ************** decides to give me a call in regards to my concerns for the vehicle. He had all this time to do so but chose not because he knew he had conveniently corrected the problem I strongly believe. The more reason why I was ignored and casually told to come pick up my vehicle. Unfortunately, the next day, after the tech worked on my vehicle, another issue was discovered and I was told not to use certain features. I picked up my car, requesting my initial concern be included in the release work order for my records and ***** once again, conveniently did not respond to my email and excluded it. As of the 4th, April, my vehicle has broken down again and I feel bullied and intimidated by him rather taking time to include trivial information as to how I hung up on him instead of important information a customer has the right to have.

  Business Response

  Date: 04/10/2023

  We have spent many hours diagnosing ************************* vehicle.  We have duplicated the concern and Toyota is working on a software update to fix the situation.  But ********************* has chosen to pursue **************** Lemon Law.  Since she has gone that direction, there is nothing more that we are able to do to help her.  She has been verbally abusive to our employees and we feel that she is better off in the hands of Toyota working on the Lemon Law buy-back program.

  We consider this matter closed since there is nothing more we are allowed to do for her.

   

  Customer Answer

  Date: 04/17/2023

  I also just found out the claim of me filing for **************** lemon law is incorrect. The lemon law filed is under the manufactures department. I have no say or no input under the manufacturers lemon law department. 
  

  Customer Answer

  Date: 04/17/2023

  Titus Will Toyota:
  
  
  I would like to please request Titus Will to stay with the important issues and cut out unnecessary distractions. I filed a complaint because when I initially took my vehicle in on the 4th of March, there were specific concerns to do with the vehicle. I have stated those in both my complaints through the ************************ and though this thread. Titus Will has not responded again and again. I will say it again in case they did not understand. 
  
  My work order from Titus Will failed to include my initial complaint about the vehicle. I do not know how to make this any clearer than I already have. I took my car in because it displayed a message that said "engine pressure low, contact your dealer". the next day, I check the oil levels with the dipstick and it was extremely low according to the manufactures manual provided. Moreover, the day I brought the vehicle home, the dipstick was extremely lubricated with oil with oil levels where they were supposed to be. How can this be?. Someone conveniently corrected this problem. Titus Will Toyota decided to ignore my calls and text messages for 19 days till they received Attorney Generals complaint. I do not know what they mean by 'working on my vehicle for many hours'. I basically had to repeatedly call and beg Toyota Brand to send a tech there to look at my vehicle before any work was ever performed on my vehicle concerning the issues. A job that was not mine but the service Managers. 
  
  Unfortunately, as I stated, another issue was found with the vehicle. Titus Will never gave information about my first issue to the tech. Not surprising. Since it was not in the repair order and they are continuously acting like it does not exist, then it was never solved or I have been kept in the dark about the truth concerning my engine oils that day. Under Washington law, I understand I am entitled to a repair order that has ALL a consumers concerns listed with any repairs that were performed on the vehicle. If my repair order does not include the important icons and error messages the dashboard displayed then this matter will still remain unresolved. 
  
  I am quiet surprised of Titus ***** claim of me being verbally abusive. This is just unnecessary trivial complains meant to distract from the main issues they are trying hard to avoid. I spoke once to a floor manager, another time to an employee in diagnostics and a few times to the service manager ***** the day the field tech fellow was present. I was extremely upset after this new issue was found on my brand new vehicle, extremely upset that I was ignored for ************************************************************************************************************** being verbally abusive and if there was, I would like a reminder on that. His feelings may be hurt as he referred several times that I hung up on him. I do hope he is also taking into consideration the uncalled for issues I have been facing since I purchased my vehicle. I was told in bold writing, a fix was coming out mid April, today is the 17th and there is still no fix. 
  

  
  

  Customer Answer

  Date: 04/18/2023

  I would like my repair order to be include all my concerns when I had my vehicle towed back to the dealership. I conveniently emailed ************************* to remind him about this and did not get a response. Titus **** has repeatedly ignored concerns. The reason they are not being truthful is because I was left in the dark the truth about my engine oil levels. No one purchases a vehicle and for 19 days your calls and texts are ignored by the dealership. As at now, the case is being reviewed in the manufactures own lemon law department not **************** lemon law as they claimed, since a second problem has also been found on the vehicle and I have no say and cannot advocate for myself. I was also told a fix was coming out mid April and portrayed as impatient by not wanting to wait for this software update. Its past mid April and another Toyota dealership has informed me that the manufacturer has actually not set a date for the update. I feel not only unsafe in the vehicle and I dont think anyone would, but I am extremely concerned why my initial problem with oil levels has been swept under the rug by the dealership. I have all records of all my communication with the dealership because I know they have been untruthful about the times the communicated with me. 
  

  Business Response

  Date: 04/20/2023

  We have noted all of the customer's concerns on the repair order as requested.

  Oil levels were found to be normal by Titus-Will Toyota and by the other dealer that the customer visited: ********************** of ******.  Their notes are posted on the customer's record with ********************** as well.

  As we have noted, since the customer has started the Lemon Law process - (which began with the manufacturer but is indeed part of the **************** Lemon Law process) - we are unable to do anything more for her at this time.

  Titus-Will Toyota

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19910716
  
  I am rejecting this response because:

  Titus Will Toyota will never accept their part in their errors. I purchased a vehicle from them and unfortunately due to extremely low levels of engine oil, due to their negligence, the vehicle malfunctioned at a stop sign. Me following the manufacturers steps in the provided manual, confirmed exactly what the one and only error message displayed on the dash board. Out of frustration due to them constantly not returning my calls and texts for 19, yes 19 days, I filed complains with AG and had to contact Toyota brand myself. Like I mentioned, another manufacturers defect was found on the vehicle. Service manager ************************* was quick to conveniently blame everything on the manufactures defect and talk about how I was using my windshield wipers. How strange a vehicle can tell when you were using windshield wipers but cannot provide serious error codes from just a night before. 40 miles was also put on my vehicle to conveniently clear any codes. I have done my research and will not be intimidated by making senseless claims of me using abusive language as mentioned. Its sad that such a well known car dealership deals in devious acts. I visited another dealership and had to mention everything thats happened to the vehicle since purchasing due to the poor treatment from Titus Will Toyota. Them documenting my concerns should have nothing to do Titus Will, or may I say, they actually are doing a better job than Titus Will could ever do. I will keep giving them a bad review wherever I can. A customer should not have to purchase a vehicle and for 19 days be left in the dark. They kept me in the dark for reasons they will never accept. I understand his feeling were hurt by me hanging up but at that point I was frustrated. This dealership kept my vehicle longer than I even owned it.  
  

   

  Sincerely,
  
  Fadoua Idun-Ogde

• Initial Complaint

  Date:02/02/2023

  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 drop my truck off there for warranty repairs on transmission cam phasers problems but he told me it would take two weeks and called them and they said it would one more week and now we are about to go to week 4!! I feel as if they are pushing me aside because its all warranty work instead of just getting the job done! Its costing me money for the difference on the rental car And also not having a truck to use for my job And things I need to do around my house Its getting irritating and ridiculous And also I am making payments on a vehicle that is not in my possession and cant drive!!

  Business Response

  Date: 02/03/2023

  ******************** truck is not a quick and simple job.  His 2018 F150 needed a major engine and transmission overhaul.  Due to national parts shortages, we had to wait for the parts to arrive to start the work. Like all repair shops, our team is pushed to the limits right now as well, but they are diligently working on ******************** truck.  

  **************** has been responsible for only $6 per day for his rental vehicle.  By the time we finish all the warranty repairs (no cost to ****************), his rental car bill will be approximately $156.  Our service manager has agreed to pay that cost for *****************  ***, ******************** service advisor, is sending **************** an email today to that effect since his phone's voice mail is full and cannot take any messages.

  We apologize that the truck is taking longer than originally expected.  Our Senior Master Technician believes that he will have it **************, 2/10.  
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18972632
  
  I am rejecting this response because: Their accusations are not 100% correct!! It was never talk to me About the Delay on parts for one and secondly You guys were never willing to pay the difference on the rental car until I made a complaint this should not be costing me money at all I should not have to deal with this in the first place and I have been put off for weeks and every time I call you guys put me off for another week with no explanation why besides the fact that its a big job!! There was nothing about we are waiting for parts to come in its just always been its gonna be another week! Whos ever Writing back should get their facts straight! *** the service advisor has been great ever since *** made the complaint letting me know What progress theyre making on my vehicle!!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/18/2023

  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.

  Attempted to Cancel Dealer Added Option. On December 3, I purchased a used 2018 ***** Silverado through Titus Will Toyota.During financing I sheepishly agreed to a SWAT tracking and recovery security system upgrade. I was told the tracking unit was a preinstalled item on the vehicle, I did not protest. When the options cost was identified, I expressed concern, but was told that my auto insurer would offer a discount. I asked the finance manager if an auto insurance discount would reasonably offset the policys cost and was told to contact my insurer. When, I contacted my insurer I was informed that the discount represented <4% of the upgrade cost.Less than one week after my vehicle purchase, I attempted to contact the finance manager to cancel. I feel that the potential cost offset through insurance was misrepresented. At that time, I had not received any communication or activation notice through the third-party vendor for this upgrade. Since that time, I have sent several emails to the finance manager without response or resolution. I contacted the third-party vendor (SWDS) weeks after my purchase, and with no previous contact from them, to verify activation and to request cancelation of service. I was told that I needed to work through my dealership to process this request. I contacted the general dealership number and was told that only finance department can cancel warrantees or dealer added options. I feel that I have been placed into an unresponsive loop.I noted in my previous communications with the finance manager that my purchase experience at Titus Will Toyota was very positive. This is my second vehicle purchased through the dealership and use the service center for all general vehicle maintenance. I have always viewed Titus Will as my dealership of choice. However, this experience has made me question my loyalty and endorsement of the Titus Will brand.

  Business Response

  Date: 01/23/2023

  We reached out to ************** with our apologies. We should have been better in our communication!  ************** requested that we cancel SWAT and we have.  We issued and mailed a check for the full refund amount - SWAT plus tax - to ************** on Friday, 1/20/23.  The full check amount was $1,100.47, check #******.  We apologize for the lack of communication.  We will do better in the future.

   

  Titus-Will Toyota

  Customer Answer

  Date: 01/23/2023

   
  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:12/03/2022

  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 purchased a 2018 ***** Accord EX-L color silver car from this dealership. I was given the car with a tire check light on. The dealership continued to state there was no issue. I took the car to discount tire. The agent there showed me how the back tired had been glued to hide a tear in the tire. The discount tired agent stated it was glued to hide the tear in the tire. How this would not be seen by the dealer in their alleged pre-inspection is beyond me. Second to this fact, the ** does not work and continues to blow hot air. I called and brought the car into the deanship service and they refused to do anything about the tire. I called about the ** issue and was told they cannot address it and that I must take it to *****. I took it to a local ***** dealership. They claim it was fixed, yet the ** does not work. I am seeking for the car to either be fixed properly or to be replaced with a suitable replacement, or for me to be given one of my trade in vehicles. The dealership has been continued numerous times by both myself and my spouse. I dealt with ***************** for the sale and was signed up for programs I was not aware of.

  Business Response

  Date: 12/12/2022

  Our Customer Relations Director, ***********************, spoke with the customer and we are making arrangements to have her vehicle brought to Titus-Will Toyota to address her air conditioning concern and also to assist with the tires. 
  
  We have offered to do another complimentary vehicle inspection and have offered to do the same for her ***** that she purchased from ************* in November.

  Thank you,

  Titus-Will 

• Initial Complaint

  Date:09/24/2022

  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 called in Titus-Will Toyota parts ***** Today and spoke to ****. I had questions about replacing a new hybrid battery. So, after a long hold, **** explained that I needed to get a new hybrid battery for $1900 and cords for $3600. I didn't know what cords were so expensive. He rudely stated what is it that we don't understand and don't focus on the $3600? During the conversation, he farted a few times. It was disgusting. I still didn't understand, but he rudely stated that he transferred to services for their labor costs because parts and services are separate. During the transfer, he forgot to put me on hold and to badmouth me with another coworker, *****, and other people. He called me dumb, I smelled my farts, and they all were laughing. I recorded part of their badmouthing. So now, who's the dumb one?I went to Titus-Will and spoke to the biggest boss there, ****. He rudely stated that it didn't make sense and rudely answered his cell phone while I was talking. Now I know why his employees behave like that. He didn't want to speak with me and passed it on to ****, the ************* manager (not the ***********.). He then went to get *****, the supervisor for **********. I waited for 10 minutes. I think he went and found out what was going on.After they both entered the room, I told them what had happened, and they said they'd talk to their employees. Shortly after I got back to the office, I received a call from *****, who said that the employee that badmouthed me would no longer answer phone calls. LOL. It was like a slap on the wrist and a pat on the back for a job well done harassing the customers. I was very disappointed with how I was treated and how they handled their employees.

  Business Response

  Date: 09/28/2022

  ***********************, our Customer Relations Director, has reached out to the customer.

  We have sincerely apologized for the rudeness of **** (correct name of employee that answered the call). After review, we decided that it was best for our organization to part ways with ****, so he is no longer a Titus-Will employee.

  A situation like this is inexcusable and will not happen again.

   

  Titus-Will Auto Group

• Initial Complaint

  Date:08/29/2022

  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 dropped my car off to have the battery replaced at a scheduled appointment the following day. The service advisor, Joe, suggested I have an electrical diagnostic completed to check the key fobs. I told him (Joe) I only wanted the battery replaced, as this was the cause of the problem. When I returned home, I immediately called to make sure that it would get communicated again, to avoid any misunderstanding-I ONLY want by battery replaced- I spoke to MaryAnn who informed me she would get the message to Joe. The following day Joe talked to my husband. Joe explained that because a new battery was installed, the BMS system needed recalibrating and all the software needed updating; the bill would be just over $700. Shocked, my husband asked for the break down which included a diagnostic fee for the key fobs. Joe said he ran a diagnostic on the key fobs and reported they are fine, it was the battery. My husband told him we specifically said no diagnostic. After some discussion disputing that charge because we had specifically said not to run it, Joe finally agreed credit our bill. The new adjusted bill was approximately $509. My husband asked to make it an even $500. Joe agreed to $500 + tax. Prior to picking up my car we decided to price check this huge bill. We called 4 other Ford Service centers all quoting $300-350 for replacement of the battery, BMS updating included. 3 other nonFord service centers quoted $250, including updating. When I picked up my car the bill was $598--not what was agreed upon, it should have been approx. $550. After contacting Ford Motor Co and speaking to a representative, I was informed that there is no software updating recommended by Ford when the battery is replaced. She also informed me of a recall of my car needing attention. Funny, I take it in for regular service. A few days later, specialist from Ford Motor Co contacted me via email confirming Ford does not recommend any software updates. We were overcharged and mislead.

  Business Response

  Date: 08/29/2022

  Justin
  D***, Ford Service Manager, met with Mr. ****** and also spoke with Mrs. ******. We explained the
  procedure required by Ford to replace the battery.  As you can see from the documents attached, Ford requires the technicians to carry out the battery monitoring system reset after the new battery is connected. 

  As an apology for the lack of communication, Mr. D*** offered the ******s a complimentary oil change service at their next visit, (value $100) or we would provide a $50 credit to their credit card.  They chose the $50 credit, which we have done. 
  

  There is an outstanding recall on the ******'s vehicle - and they are right, we should have checked and caught that!  We apologize.  The Ford Recall 22S43 is to check the transmission shifter cable bushing since it could be damaged or missing.  The recall paperwork is attached as well.  To do this repair, we would need to see the vehicle (just a service drive visit), take photos of the affected area and send them to Ford.  If the recall is warranted, Ford will send us the necessary part and we can get the work done within a few days of the service drive visit. If the ******'s would like us to do this recall, please have them reach out to Justin D***, Ford Service Manager or Brooke F******, Service Advisor.  They can make arrangements to be on hand to send the photos to Ford for recall approval.
  

  
  Titus-Will Ford 

  Customer Answer

  Date: 08/30/2022

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

  
  -The issue is not resolved. Titus Will Ford is charging significantly more for the service of replacing the battery and updating BMS, the only service requested.

  -Titus Will Ford misrepresented what was needed in an assumed attempt to upcharge us. 

  -Titus Will Ford states that the customer acknowledges receiving an estimate of $800--not true.

  -Titus Will Ford states that they explained the procedure required by Ford for replacing the battery--including software updates-- which is not recommended by Ford Motor Company, nor a practice of multiple other local Ford service centers.

  -Titus Will Ford apparently has imbedded ambiguous charges in an attempt to uncharge and/or justify erroneous fees.

  There was no transparency in this transaction.

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

  *****All supporting documents redacted by BBB******

• Initial Complaint

  Date:08/15/2022

  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.

  We made an appointment for the recall of our 2016 **** Mustang for backup camera for May 12, 2022. We were told they would need the car for 2-3 days. We informed them we would need a car rental as this is the only transportation we have. They said not a problem. Took the car in no rental and no repairs done on the car. They said that the parts would be in May 18th. We made the appointment. Took the car in for the repair no car rental again and no repairs were done. Now we took the car back on August 15 2022 and still the repair is not done and they said it would be 2-3 more days. I informed them that I needed car rental again they did not have the rental and said that I could have one in 2 days. Are these parts available or not? We are very frustrated and our patience is worn thin with this company.

  Business Response

  Date: 08/17/2022

  
  
  I was able to connect with **** this morning.  We had a good talk.  Her frustration with this **** recall is understandable. **** has changed this rear view camera recall campaign multiple times throughout the process which has contributed to multiple visits as parts availability and ordering process has changed from visit to visit.  We discussed our mutual frustration that **** only offers 1 day of rental coverage and that coverage is capped at $40 when the local Enterprise charges $60-80 per day for a rental.  After explaining the struggle on our end with **** she seemed to understand that this process has not been easy for Titus-Will as well.  During this most recent visit we have jumped all the FoMoCo hoops required to get parts on order.  **** has picked up her vehicle and will drive it until the parts arrive as her back up camera has always been working as designed.  Our parts manager has reached out to **** to get an estimated ETA and they were unable to give us an estimated ship date other than stating that the part was on back order and that we should confirm with them every 30 days that the part is still needed to keep our order from getting canceled.  We have made a commitment to staying on top of **** weekly and relaying any updated status changes that **** offers on the part delay.
  
  ...................................................................
  ****** Dahl  |  Service Manager
  Titus-Will Ford  |  ********************************
  3606 ********************  |  ****** ** 98409
  ************ direct  |  ************ fax

  Customer Answer

  Date: 08/21/2022

  I also told ****** that I still was not happy. *** and ****** said that they both would contact me and keep me informed about the parts. I am still leery about the outcome. 
  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:07/25/2022

  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 recently had maintenance and repair service performed at Titus Will Ford in ******; the experience was beyond disappointing. I took my car in for a ****** mile maintenance service and to fix broken items that were under my extended car warranty. Before making the appointment, I had called to confirm that the warranty would cover the broken items (driver side rearview mirror) and back seat heating. Upon getting the estimate before signing off the car for maintenance and repairs, I was again told that the warranty would cover my broken items. Throughout the course of the following week, I was told a number of misleading information about the service I was receiving (for example, that all repairs were completed, including broken mirror and back seat) that I learned were not true upon car pickup. Not only were the broken items not repaired (because my warranty supposedly could only cover repairs at the **** location I originally bought my car) but my passenger side rearview mirror was also broken by the shop. This is on top of bogus charges that they ended up having to amend onsite. This was truly terrible service and not what I expected from the **** name.

  Business Response

  Date: 07/29/2022

  We have tried calling and left several messages with ****************.  She will not return our calls.  We would like to help her with this situation but if she refuses to communicate, we find that task impossible.

  Please have her call *********************, ************ Manager, he would like to help.

   

  Titus-Will Ford