ComplaintsforSan Tan Ford

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday 8/28, I was driving my 2014 Ford Escape when suddenly my power steering completely died. There was no warning. The car jerked and I was lucky to have been able to turn the vehicle and park it safely. I had the car towed to San Tan Ford. Although they were able to get to my car by Friday, I was shocked by how I was treated. On Friday I received a phone call saying that it would be a $3300 repair. In the mean time I come to find out that Ford has recalled the 2013 Escapes for the same issue. A simple Google search shows that the 2014 Escapes are having the same power steering issues. Ford refuses to acknowledge this issue and is therefore getting sued. As a result of the power steering failure and sudden jerkiness of the vehicle, I now have a pinched nerve in my neck and a muscle sprain as a result. The service department could absolutely care less about this issue. They also missed the fact that due to the sudden jerk of the vehicle, my passenger rear door would not open which would have totaled the car. I left and went shopping at Volkswagen and purchased a new Taos. When I consented to have my car picked up by Volkswagen, they lost my paperwork and my car keys. They were found eventually and charged $200 to do absolutely nothing and incorrectly diagnose the vehicle as they missed the door failure.

  

  Business response

  09/03/2024

  September 3, 2024
  
  To Whom It May Concern:
  
  ****** ********* called in on August 28th, 2024 and spoke with a Service Advisor regarding the loss of power steering on her 2014 Ford Escape.  Ms. ********* was very upset on the phone call having just lost power steering in her vehicle.  The Service Advisor advised ****** over the phone that the she would need to have the vehicle towed in for diagnosis.  Ms. ********* stated that her Mother had already called a tow truck for her.  The Advisor also advised Ms. ********* on the same phone call that the diagnostic fee would be $199.95 and any further repairs would be discussed prior to having any additional work performed.  Ms. Armstrong proceeded to have her vehicle towed in to San Tan Ford.  Although the circumstances are very frustrating, there are no Manufacturer recalls issued by Ford Motor Company on Ms. Armstrong’s vehicle at this time to cover these repairs.  When speaking with the Service Advisor, Ms. ********* never mentioned having any concerns with her passenger rear door; therefore, this was not looked at or diagnosed. The power steering and door issues are separate issues on this vehicle.  Ms. Armstrong’s vehicle was picked up from San Tan Ford on Friday evening, August 30th, 2024 and the diagnostic fee was paid as discussed over the phone prior to having the vehicle towed in to San Tan Ford.
  
  Respectfully,
  Leslie ******
  Parts & Service Director

  Customer response

  09/03/2024

  I had no idea about the door issue until I sold my car and went to clean it out. I would have never opened that door just to get out of the vehicle. The door was working prior to the power steering loss. 
  

  Ford creates absolute garbage products. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6th 2024, My wife and I went to San Tan ford to possible purchase and new vehicle. A 2024 **** Maverick. I called to make sure the truck was still there and available talking to ***, our sales ************ taking a test ride, we decided to buy the Maverick.Then *** started the paperwork. After completing the initial paper work ***** a sales manger come out to complete everything. The issue arose when he stated that only **** Certified Mechanics can work on our truck. I ask him what was that, he repeated only **** Certified Mechanics can work on our truck. I stated thats not right, do you mean even ********** cant change my oil. Yes, only **** Certified Mechanics and that this was a **** Company Policy.The real policy states only **** Certified Mechanics for Recall and/or Warranty work.

  

  Business response

  05/15/2024

  We reached out to Mr. *************** and spoke with him about the nature of conversation.  Our sales manager doesn't agree with his interpretation of the conversation.  Our manager told him that if he uses a third party repair/maintenance shop that doesn't use OEM parts or materials that could cause **** not cover repairs under their warranty.  We feel using a **** service department with OEM parts, materials, and certified mechanics is the best option for our customers and keeps intact all **** warranties. 

  Customer response

  05/15/2024

  I specifically ask the sale manager about ********** for an oil change and he stated that I could take the truck as long as the technician was a certified ford mechanic.

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********** committed ODOMETER FRAUD!The car had **** miles on it when we bought it. I was adamant that I did NOT want a loaner or rental. Finance said Even though it has **** miles on it, **** will finance it as a new car because it was never used as a loaner or rental and only driven by the owners and specific managers. We were also getting a discount on the car because of the **** miles". We had to sign off on the odometer paperwork in financing-the mileage was listed 32-when we said they were missing a couple of zeros, they said "32 means **** in our world".They reported the mileage to the *** as 32! That's ODOMETER FRAUD!They also reported the car had a service the day after we bought it. That never happened. Mileage reported to the ***? 9 miles.**** we purchased the car, I noted a stain on the headliner-first available service appt was less than 2 weeks out. According to the service advisor, *************************, the stain turned out to be a leaky door seal. I waited while they repaired the loose door seal. I had to remind him about the stain and stood next to the car, in the service bay, while the service advisor sprayed the headliner with a cleaning solution AND, subsequently, scratch my headliner! This service appt. was never reported to the *** as that wouldve required them to report the current mileage, .which was a tad over **** miles. **** I asked for a receipt the service advisor, *************************, said "No need, no charge". Took the car to another dealer for the growing, headliner stain/leak but because they never reported the original service appt. to the ***, theres nothing we can do now!Paid $9800 for, what I was told, was a ****, 10 yr/10k miles warranty. Nope. 6year, 60k miles,DEALER-*********** SPECIFIC, warranty. Cancelled but they charged me for the **** miles they lied about on the odometer.They refuse to correct the original odometer reading of ****, refund that mileage for the warranty, report/repair the headliner

  

  Business response

  09/27/2023

  The miles were correct at the time of sale.  The vehicle did not have 3k miles on it at time of sale.  The customer returned to the store 4 months later for a service concern and the vehicle had 4k miles on it at that time.  Which means the customer only would have driven the vehicle 1k miles in 4 months.  The vehicle had almost 10k miles on it at the time the customer cancelled her warranty.  Which is consistent with her 1k mile a month driving habit.  Everything on our transaction was correct.  This customer is a disgruntled ex-employee's mother who we had to have the police ****** of the premises. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a **** Maverick truck from *********** on September 19, 2022, and placed a $1,000 deposit. I was quoted a price of $1,599 for Desert Protection Plan and was charged $2,094 on Invoice. I complained a couple of days after the purchase, and I was told that the $2,094 was for the Desert Protection Plan. I also did not agree with paying for lojack3 for $995. I later found out that all vehicles they sell have the lojack 3 system in.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "Gold Certified" vehicle from *********** on September 19, 2022, in large part because of that gold certification. I discovered shortly thereafter that there was an engine oil leak which should have been repaired before it was "Gold Certified". Number 99 of the 172-point checklist is a check for fluid leaks. This check was clearly never completed. The dealership is now actively ignoring my attempts to engage by e-mail regarding the oil leak, except for one introductory response on October 6th. I have asked the dealership to repair the oil leak that should have been repaired before the sale, at no cost to me, free of service deductible and free of rental car fees.The oil leak has ruined my paver driveway. Until this issue, the driveway had no oil spots. I have asked the dealership to pay for repairs to the driveway. They have not responded to this request.Part of the purchase agreement included replacement of the existing bed liner with one that is professionally sprayed in. I had to send several messages over more than a week's time before anyone even called me back about this service they are contractually obligated to perform. I have asked the dealership to perform this service while they have the vehicle in their possession for the oil leak repair, but they are not responding to this request either.I have been a loyal customer of this dealership for more than a decade. It astounds me that I should receive such poor service and such a dismissive attitude regarding issues that are the dealership's responsibility to resolve. I have sent multiple e-mail and multiple texts to representatives of the company. I have tried to contact them through their website as well. I am very disappointed at their treatment of a loyal customer, and I want them to fulfill their obligations.

  

  Business response

  10/18/2022

  We have contacted the customer and we are working together to resolve the issue.  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday September 29 2022 I dropped my truck off at *********** because it was making a whining noise coming from the engine compartment and I wanted to get an oil change. The service advisor thought it might be the groove or idle pulley but would need to diagnose it to be sure. I received a txt on Tuesday October 4 with a link to a Multi-Point Inspection stating they found additional services that my vehicle may require. There were between ***** items on this list all totaling $5,250.02. So I clicked on the Oil Change for $76.29, the Air Filter for ***** and the Power Steering Flush for $114.95. I deferred all other items including the I/s pulley replacement because there we're two line items on the inspection report for the same pulley replacement. I sent a txt back (Wednesday October 5) asking which one was correct (the one for $282.23 or the one for $204.60) and neve received a response. I called the service advisor on October 10 stating I'd like to pick up my truck. I didn't hear anything so i called them at 4:00 PM. He then stated that the service technician had my truck in the service bay and it's running like sh**. He said that the service technician showed him with a flashlight that valve 4 was physically moving/shaking. The are now asking for another $155 to diagnose this new issue. Honestly I just want my truck back in the same condition I dropped it off. It was running good. It wasn't overheating or leaking any fluid. It was just making the whining sound which they agreed via diagnoses it's the I/s pulleys.

  

  Business response

  10/18/2022

  10/18/2022
  To Whom It May Concern:
  
  San Tan Ford will again diagnose the customers vehicle at no charge if this is what is requested of the customer.  The diagnosis was done previously during the service visit from 09/28-10/11 and the customers noise was diagnosed with needing both idler pulleys.  The price to replace the idler pulleys is $282.23 plus tax and shop supplies for a total of $326.54. 
  The running rough issue was noted after the vehicle was brought into the service technicians bay after sitting for several days and it was the #4 coil on the vehicle that was noted to be physically shaking, not the #4 valve.  San Tan Ford is recommending spark plug and boot replacement on the vehicle due the spark plugs being worn and needing replacement as well as the rubber boots being worn and needing replacement.  Spark plug boots are made of rubber and develop cracks over time allowing moisture in. This condition was not created by San Tan Ford, but became apparent during the visit to San Tan Ford due to recent rainstorms and moisture in the atmosphere.  This concern was diagnosed, but we are happy to confirm the diagnosis if the customer would like to bring the vehicle back in.
  All other recommendations on the inspection form are based on visual inspections only.  Please contact the Service Manager, ***************** at ************* to schedule to have the vehicle brought back in for diagnosis and verification.  The diagnosis will be completed at no charge to the customer.
  
  Respectfully,
  *****************
  Service Manager

• Initial Complaint

  09/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to trade in my **** F-150 because it was old. **************** and *** in finance cut the worth of my trade in in half and racked up ********* of misc. Charges that I have to pay BEFORE I start paying off the vehicle. I tried to get my truck back and was denied twice. I tried to finance a truck instead because this deal is so awful and was denied. I'm not paying off my car I'm paying off these extras if I'm paying this much I'd rather be paying this much for a vehicle please help

  

  Business response

  09/20/2022

  To whom it may concern,

   

  In regards to complaint ID# ********. 

   

  Ms. ******* purchased a **** Ecosport on 6-30-2022.  At that time she signed and agreed to the deal on offer sheets, Purchase Orders, and contracts.  At no time was a trade cut in half. 

   

  Ms. *******  did choose to purchase extended warranty and GAP protection for her deal.  There is also tax, title, license, and doc fee that is on top of the purchase price of the vehicle.

   

  Ms. *******  was set up with a simple interest loan.  She is paying interest and principle on her vehicle.  Shes not required to payoff her extended warranty, gap, or tax title and license upfront.

   

  Unfortunately trading a vehicle in quickly is not always possible due to tax, title, license, and any other items chosen by the customer to be on the loan and the customer not putting money down to cover those items.

   

  Customer response

  09/26/2022

  My complaint is against San Tan Ford for s******* me out of thousands of dollars. I just want my truck back. The cost of the car is only ******. Why am I paying 32? I tried to cancel the sale and was refused twice. I thought you could return the car within 30 days or something like that. if I was paying the extra money on a vehicle then I wouldn't mind but these are separate misc charges that don't go toward paying off the vehicle just towards principle. I got scammed so bad, I wanted to be sure so I went to ********* **** to talk to another manager and he was appalled and told me to report this. Can I just have the extras cancelled so I'm only paying for the vehicle or please cancel the whole deal and give me my **** f-150 back please.

  
  

  my account number is ********

  
  

  I also tried to contact the *** of **** but got no response back

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my new Maverick truck in to have a dealer installed lift kit. When I dropped off the truck there were no issues with any of the tires however when the dealership called to let me know the truck was ready they said they noticed a deep gash in the passenger rear tire. I believe this was caused by San Tan Ford when removing or replacing the tires during the lift kit install. The dealers representative told me the tire had a warranty but it would still cost me $65.00 to replace the tire. I paid for the lift kit install so I could get my truck back but refuse to pay for a tire they damaged.

  

  Business response

  07/01/2022

  To Whom It May ********
  San Tan Ford understands ************** is frustrated with the situation regarding his tire.  San Tan Fords technician found damage to the customers tire when removing the tire to perform a lift installation.  *** damage on the tire was noted by the technician and documented on the vehicle check up and the Service Advisor was made aware of the damaged tire prior to the lift installation.  *** type tire damage present on the tire could not have been caused by the removal of the tire or by driving the vehicle a few hundred yards on the property into the accessory department. 

  
  San Tan Ford appreciates the customer purchasing and servicing his vehicle with us; therefore, San Tan Ford is offering to replace the tire at no charge to the customer as a Goodwill gesture.  *** Service Advisor has left a message for the customer to advise him that we will replace the tire at no charge and to get him scheduled in for the tire replacement.
  
  Respectfully,
  
  *************************
  Service Director

  Customer response

  07/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a vehicle 2022 new and engine light comes on 1hr into driving off the lot. They now cant fix it for over 30 days.....sold me a lemon car. I asked to have the deal rewind they said no its your 60k vehicle now and laughed at me. This is horrible business practices. All I asked was ********* a vehicle just like it as I only had the car for 1 hr before it broke.Drove 22 miles before it broke.

  

  Business response

  05/10/2022

   Ladies and gentlemen, 

  It is unfortunate that this client had this type of experience with this brand new vehicle.

  After speaking with the manufacturer, we have made an appointment with ***** at 5pm today (5?10)2022) to cancel her transaction in its entirety and return the car.

  We find this matter closed.

   

  Please let us know if you have any further questions.

   

  Customer relations, ********************

   

*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. ↩