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:05/18/2025

  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 brought my 2020 **** F150 truck to Gagne Ford. I let them know that my check engine light came on that had to do with the powertrain and fuel and motor. I dropped it off May 13. I told them that I was having issues withthe transmission and that when I checked the transmission oil stick that it was brown and that my truck was skipping second gear every single time I drive, and that there were noises coming from my vehicle, which I described to them I gave them a very detailed description of whats with my vehicle, including codes that popped up on my own OBD two reader when I brought it in, I asked if they wanted to jump in my vehicle so I can show them what is experiencing and what ishappening with my truck and they said no that the technician will find everything once they get to my truck so the only call or correspondence had with them is when they called me back and told me that the transmission oil was brown and that the warranty company which is mine told them that they would have to take the transmission pan down to inspection if they were to cover it or not I never gave the dealership permission or they never reached out to call me and ask me to do any work on my vehicle but when they called, they said they dropped the pan that nothing was wrong that there was metal in the transmission. I have photographs that they sent me, but I dont know what they cleaned if they rinsed the pan out because I wasnot there and I did not authorize it and I Wouldve chose to be there to see for myself. They were going to ultimately charge me $1000 and pretty much put the pan back on refill transmission oil and turn off my check engine light I expressed to them. I did not want them to further damage the warranty or have issues in the future now that the work was done on the transmission The actual owner of the franchise called me to try and smooth it out. I also file under ***** return policy because I first filed a complaint under the ****** mile warranty ******* miles

  Business Response

  Date: 05/23/2025

  Hello Dannon,
  I was following up with the letter we received today. I have a signed RO with the agreed upon amount I am sending you as well as the quote for the recommended service that was declined. The customer stated when dropping off vehicle that they personally checked fluid and that it was darker in color. The customer dropped off vehicle days before appointment when tech was not available to test drive with customer. The customer's extended warranty stated they would cover a replacement transmission if evidence could be found to warrant a replacement. Ford reached out as well and stated they would offer assistance in fixing the transmission as well. Both Extended Warranty Company and Ford stated that photos of fluid condition does not warrant a transmission replacement and if damaged internal parts are found in pan then a tear down would be required. The reason we were not able to move forward was because both the Extended Warranty Company and Ford said the customer would have to authorize tear down (removal of transmission or major internal components) on the transmission in order to move forward as the preliminary diagnoses results did not lead to an internal failure. The customer would have been responsible for tear down and reassembly if no causal part was found. The Extended Warranty Company and Ford both agreed with findings that a transmission fluid service w/ adaptive learn update is what would be recommended with fluid condition and customers towing usage of vehicle. The diagnoses of check engine light and transmission is the only service performed as customer declined the recommended repair at this time and the agreed upon 2hrs of diagnoses @ $150 per hour plus tax is what the final invoice will reflect. If there is any additional information or paperwork please let me know. Thank you.

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23346555, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed

  they also have photos, videos and pictures and prices and yes, the Case was closed, but this is still an ongoing matter Otherwise, I’m pursuing a claim for $10,000 because I am a licensed contractor And our income was impacted plus now, my transmission may be out of warranty because of the unproven of dismantling my transmission
  
  
  
  Regards,
  
  
  
  Christopher Latz

  Business Response

  Date: 06/02/2025

  We have received a copy of the letter from the BBB indicating that after they have reviewed what was done to inspect your concerns about your vehicles transmission and our findings regarding these concerns as stated on our repair order dated 05/16/2025.
  Our Service Manager spoke with Ford Motor company and the Customers after Market warranty company Representative several times over several days.  Both Ford and the aftermarket warranty company wanted photos of the transmission fluid sent to them for review.  We sent photos to both companies  per their request, After both companies reviewed the photos of the transmission fluid samples from this truck and after their review neither one would not approve further tear down do to lack of  any evidence of metal particles in the transmission fluid.
   To reiterate as you know we have talked to the aftermarket Warranty  company and Ford several times  and  have told them our findings.  After several phone calls over several days we waited for answers from this warranty company and Ford .   In the end the Customers aftermarket warranty Company and Ford would not approve the cost of any tear down.
  If the Customers aftermarket warranty company or Ford Motor company will not give us authorization to proceed after their review  then we unfortunately cannot proceed any further .
   Sincerely, 
  Gagne Ford

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23346555, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Please type your response here.]
  I did not give any written or verbal permission for taking apart my transmission, which caused me to lose work as I am a independent contractor
  
  Regards,
  
  
  
  Christopher Latz