ComplaintsforHilbish Ford

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 22,2024, I dropped off a **** Explorer Sport to be serviced. The car was at the shop until April 30,2024. Servicing of the car did not began until April 16,2024. I checked on the car status frequently, and was not offered or received a loaner car. I stopped by the shop at the beginning of April and found the car in the back of the shop parked, not being serviced.Once services began by Hilbish they included Converter ASY, brake pad, brake rotor, brake lining, gasket installed, nuts, *****, exhaust gas oxygen sensor installed, camshaft position sensor installed, timing chain and timing belt installed. At the point of pick up on April 30,2024, the engine had a noticeable rattle and shaking sound. I was advised the work done on the car came with a 2 year warranty and to drive the vehicle for 100 miles and bring it back for inspection. The rattle never went away, I recorded the sound and when I returned for the inspection on May 17,2024, I was informed a video of the rattle was not adequate. The service team heard the sound and stated that was unexpected. The car passed inspection. I returned on May 24,2024 with more concerns of the rattle. I was turned away and told that master mechanics worked on the vehicle and they don't make mistakes. It was recommended that I pay to get the oxygen sensor fixed. The same one they fixed in April. I looked under the under hood and noticed nuts and bolts missing in addition to no being oil in the vehicle. It seems the service team was purposely attempting to blow up the engine and no intentions on honoring the 2 year warranty for the services rendered. I have hard copies of services rendered and receipts from April thru May 2024 at Hilbish. The *** for the vehicle is *****************, 2016 **** EXPLORER.

  Business response

  06/17/2024

  3-22-24 vehicle came in for oil change, tire rotation and a check engine light. We did the requested services and noted no check engine light was on.

  4/16/24 Customer returned for brake repairs and a check engine light. There were 2 codes on the computer. We replaced bank one catalytic converter and removed bank one valve cover to inspect. No issue found. We replaced bank 1 timing chain and advised needed bank two timing chain. Customer declined the additional repairs. 

  5/17/24 Customer came in for NC Inspection. No issues found and passed inspection. 

  5/24/24 Customer returned for a check engine light. Shown O2 sensor was the problem. Customer declined the repairs. 

  Customer response

  06/20/2024

   
  I am rejecting this response because:
  I am rejecting this response because: the business is not being honest  regards to their customer service and commitment to servicing the vehicle. 
   4/16/24 . No additional repairs were recommended or offered.  Service desk stated bank 2 was fine and did not need work at this time. 
  5/17/24: The vehicle did pass inspection , however the vehicle still had a rattling sound . Which felt unsafe because how did the vehicle pass inspection with audible defects? We asked the service tech to revise the work because we believe the mechanic might have missed properly adjusting the new parts. He immediately dismissed the statement and said that it was a master mechanic who had fixed the car and there was no way he would have made a mistake. After being dismissed, it was discovered that the vehicle had no oil, and nuts and bolts were missing. This was the master mechanics work.
  

  * the files  will not load. Is there an email address I can send them too? 

  
  

  Business response

  06/27/2024

  We have taken another view of the docs and interviewed all of our teammates involved. We stand with our initial response. 

  Customer response

  06/27/2024

   
  I am rejecting this response because: the  business response, practices, quality of work  and customer service are deviant, dangerous and detrimental to community members who contract them for repairs and maintenance for vehicles. I have told the truth , provided documents and paid for services that were not completed correctly. 
  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a hit and run on 9/22/23. Hilbish Ford has had my car for almost 3 months. They kept changing the pick up date. It sat with the paint shop for over a week. I decided to make a visit on 11/24/23 as that was the new pick up date. When I arrived the car was sitting there with the hood up. I told them my name and said I was here to pick my car up, that it was supposed to be ready today. They looked at me like they didn't know what to say. Then proceeded to tell me they found another issue with it, the steering column was bad and they had to order it. I was a little shocked since they had told me that it just needed to be painted. Another two weeks go by, I emailed them again on 12/6. They said service was clearing the codes and then it would be cleaned and ready. Finally get the call on 12/12/23 that I could come get it. I made an appointment with a sales person to come look at my car and possibly trade it in today. I arrive at Hilbish and start my car to find the alert code that showed up on 12/12 at 10:36 am was still not fixed. My other concern is that there was almost $19,000 in damages. They test drove my car for a total of 3 whole miles. **** the type of repairs needed to have only driven it 3 miles....I was planning on trading it in so I showed up with the *** ICO on my car as it sits now (I have a friend in the business) showing I could get $28,811-31,268 for it. The dealership, after putting $19,000 in repairs in it offered me $22,000 for it (and that was the second offer.) I did not drive my car off the lot. It needs to be driven at least ****** miles and the washer fluid needs to be fixed or filled, it should be the way it was before the wreck. That is what I was promised. I told them it should have been totaled to begin with...this accident was a hit and run, yet I am the one paying the price. No curtsey car and no diminished value.

  Business response

  12/26/2023

  It is my understanding that the issue has been resolved.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went looking to purchase a vehicle on 11/23. There was a **** **** Truck for sale. The dealership was Hilbish Ford in **********, **. Dealership was asking $9,000. The dealership said that the truck had been checked out by the dealership mechanic. The truck was ready to sell. I was very interested in the truck. I felt that the price was too much initially. I attempted to bring down the price. I came back the second day to have the vehicle looked at by a reputable independent mechanic in the area. This mechanic did not work for the dealership. I felt that by getting an independent opinion, that I could discover the real truth about the vehicle. The independent mechanic found the following things wrong with this vehicle:1. Hood struts needed replacing 2. Hard going in reverse, sign of needing a new transmission 3. Trans fluid had a burnt smell 4. rear main seal leaking 5. needed serpentine belt 6. right rear strut leaking 7. possible new battery needed 8. check engine light on 9. egr system module vacuum leak I got a print out of the possible problems from the mechanic. I told the salesman that I was not going to buy this truck. The independent mechanic said that the price to fix this truck was $6,000.I spoke with the General Manager of Hilbish. I showed him the list. The general manager told me that the independent mechanic had lied to me. The ** responded with " There are people out there walking . " We will not change the price or disclose the issues. I said to ** you need to :A. Disclose all of this information, allowing the customer a chance to decide if they want the truck or not B. You all should lower the price and disclose what is wrong with the truck. The ** refused to do either and both. The ** stated that there were a lot of people out here walking. The ** told me not to buy the truck. My concern is to have the ** disclose the issues and to take this faulty truck off of the lot for $9,000 and to drastically reduce it. NOBODY needs a lemon.

  Customer response

  11/17/2023

  My first name is ******

  Business response

  11/20/2023

  Really have nothing more to add. 

  Business response

  11/21/2023

  We disagree with the consumer and will agree to disagree. We have nothing more to add. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had bought a Car from Hilbish Ford on September 15th, 2022. After 2 days that I bought the car, the check engine light turned on. And I took it back to the dealership they put the car in the mechanic to see what was wrong with the car and were unable to tell me what was wrong with the vehicle and said nothing is wrong with the car. They stated that their is nothing they can do to help. A week after I had the vehicle I had problems starting the vehicle, after each time I put gas in the car , It takes 6 times to get the vehicle to start. The last and final time I try to get the vehicle to start. I have to press the gas pedal all the way down and once the car starts the car enormously shakes. I had taken the car to a different mechanic and they were able to tell me what wrong with the car. There is a pump leak, the purge cylinder, and a censor needs to be changed. I paid $2,000 down and paid 2 months payments of $584 with the ************* ******. Hilbish Ford sold me a lemon car.

  Business response

  11/28/2022

  The vehicle was represented and sold As Is. The customer signed several documents asserting this. 

  Customer response

  11/28/2022

   
  I am rejecting this response because:
  They sold  me a lemon car and would like something done about the situation.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an high pressure oil pump replaced on my work truck at this establishment after I got my vehicle back my truck had the same problem as before bringing it to Hilbish ford I took it back and they diagnosed different problems that wasnt the issue after telling them I would have it towed to another shop they left my truck in parts

  Business response

  07/25/2022

  We met with ****************** this morning and came to an agreement in which we refunded some of the ****. This was not in any way admitting fault. We feel bad that he is having issues and the refund was to hope he can find resolution elsewhere. 

  Customer response

  08/01/2022

   
  Complaint: 17619388
  
  I am rejecting this response because:

  my vehicle was left in parts and any other shop I take it to refuses service because of the condition Hilbish Fords service department left the vehicle in no one knows what theyve done to it and they have no records of what was done 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my 2013 **** Taurus with Hilbish Ford on Saturday, April 28th, 2022, for a coolant leak and a service light that required attention. I had previously brought this service light to their attention prior to this visit and their diagnoses of the issue was a sensor on the steering rack. They told me there was no way to replace the sensor alone, so I needed to buy a new steering rack entirely. After this I paid $1700+ for the new steering rack and they said it would cost me a little over $500 for the labor. The issue with the coolant leak ended up being a bad water pump, which is very common for this particular vehicle with higher mileage. The water pump costed me over $3200 but that problem was fixed within a week of me dropping it off. The steering rack issue took a little over a week and a half before they notified me that my vehicle was ready to be picked up on May 10th. When I returned to pick up my vehicle I had to pay them $4096 for their service and I was able to take my vehicle home that day. But before I even left the parking lot, the service light I had dropped it off for came right back on. So I had to turn around and give my vehicle right back to the service department and it turns out they hadn't even test driven it yet before giving it back to me. So I've had to called at least twice a week every week to find out the status of my car since I gave it back to them on May 10th. They supposedly had issues diagnosing the actual problem with the vehicle and had to call someone else to help them diagnose the issue, even after having been fully confident about the $1700 part I paid for was the problem. They told me that after they replaced the steering rack they got a new code that was saying it was a different part that needed to be replaced. So now weeks later I still don't have my vehicle and they still aren't sure about what the issue is. I would just like for them to finish the job and I would like to know if that $1700 was even necessary.

  Business response

  06/14/2022

  We feel the customers pain. We have been and remain in constant contact with **** specialist. Doing all we can to get necessary part to fix. ********************** is welcome to stop in and see *********************. We will share all communication with him between us and ****. 

  Customer response

  06/14/2022

   
  Complaint: 17331041
  
  I am rejecting this response because:
  I would like records of those codes and corresponding meanings of those codes to see the thought process behind diagnosing all the issues with my vehicle. Hilbish seemed fairly confident that the code causing the service light on my dashboard was caused by a faulty sensor on the steering rack. They were confident enough with that diagnoses that I was charged $1500 for a new steering rack and $500+ to put that steering rack in. But a whole month later they haven't gotten rid of the light and up until recently weren't even sure if they had gotten the correct part to fix the issue. It's just very hard to believe they replaced a $1500 part just to get rid of one code and then get an entirely different code right behind it. One of the last times we had communicated they said one of their engineers still thought the code they were seeing was pointing towards the steering rack. But if they got a different code after replacing the steering rack then it wouldn't make sense that this different code would point towards the steering rack just like the original code did. 
  So I would be prefer that information be given through these messages as opposed to by word of mouth because then they can say whatever they want to tell me to my face and I won't have any evidence of anything they did to my car.

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

  Business response

  06/15/2022

  You are welcome to review all of this info with *****. All of it. If we find something unfair, we always do the right thing. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in 2 Fridays ago and purchased a truck. Prior to this I was in a wreck in my work *** , it had some damage so I took it to their body shop to get it worked on . The driver that was at fault insurance was covering the cost of repairs. Well while my *** was still be worked on they had got in a ***** Colorado *************************************************************************************** my *** while it was being repaired . They said it would no problem and they would be more than happy to take it in as a trade, so we began the deal. And they started giving me numbers for the value of *** which they valued at 1.5k (which h is very low for a 2013 **** transit connect work *** ). I told them that is extremely low and I definitely cant accept that , so I asked why is the offer so low thats when the sales man told me since its in the shop and your trading it in before the work is done it cuts insurance out the deal . But thats when I brought up insurance already gave me 3.6k to pay for a part of the repairs and they would pay the rest once the work is completed. So I asked why cant I pay the body shop the 3.6 k then you add the value to my trade in , he said one moment let me go ask he came back said no thats your money to keep since you are trading it and it will cut insurance out of the deal , he is a new guy and their were 4 people working on this deal , the sales man, a girl named ******* and sales manager. I asked are you sure and they reassured me yes thats how it will work. So I gave them that money towards the down payment. I get the *********** leave. Monday comes the body shop calls me to pick up the *** , i tell him that is your *** I traded it in so he asked what about the 3.6k I told him sales told me to use its my money since Im trading it in and cuts insurance out of the deal. He said i wasnt made aware of this, they told him nothing . So I get off the phone and sales calls and tells me no your didnt us,( i have video)

  Business response

  06/09/2022

  We have a different set of facts. 

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our 2017 **** f-150 was in an accident August 25th 2021 and towed to hilbish for repairs. Original estimate was $7300. They've been jacking us around and still haven't finished repairing the truck and have the estimate up to 23k. We want our truck back. My husband is self employed and has not only had to rent trucks to run his business, but we also have to make monthly payments plus insurance on the truck. This is the most ridiculous thing I have encountered. We also bought the truck from them and they have received a portion of the insurance money. They have the estimated repair up to almost what we paid for the truck. I believe it's fraudulent activity

*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. ↩