ComplaintsforCrain Ford Jacksonville

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a new vehicle from Crain Ford, Jacksonville, Ar on 4/27/2024. As of 5/28/2024No documents have been received from Crain allowing for registration and payment of taxes in my home state of Ms. Repeated requests for these documents have been ignored by Crain. This places me in violation of Ms. laws and the car is not legal to use the roads in Ms. The car sits stored and unused in my garage. Temporary tag has expired. Crain has totally not completed the sale of this vehicle and places me in an untenable and unlawful position with a vehicle paid for but not usable. Crain has collected Ms. sales taxes ($2886.50) but has withheld that amount from Ms.

  Business response

  05/28/2024

  Regarding the paperwork for registration, *** *** did include his MS taxes in financing of the vehicle and Crain Ford is sending the State Sales tax with his paperwork. Our office was not able to locate the contract for purchase which held up *** *** from getting his paperwork for a few days. However, we did have a hard time getting the paperwork signed (electronic signatures) when we originally sold the car to him and delivered it to his home which also contributed to the delay. *** *** has not made more than 3 attempts to contact management at the dealership (speaking with **** ******* Finance Manager) to inquire about the paperwork and at that time it was escaladed to the corporate office that handles this. The office informed the finance manager of the missing document, and we were able to get the document to them to process and prepare to mail out. I would guess that it will be at his home by Friday 5/31/2024. 

  In my opinion, we did everything we could to provide a high level of customer service which included a complete offsite purchase experience, and our driver even washed the car for him upon delivery at his home. 

  Customer response

  05/29/2024

   
  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

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I took our newly purchased 2010 Ford F150 to Crain Ford of Jacksonville to stop the leaking which we were told was around the transmission pan. A day or two previous we’d taken the truck to Firestone of NLR for an oil change and as well a bumper to bumper check up. The mechanic stated that everything looked good but recommended I have a leak fixed. He walked me under the truck and showed me where there was leakage around the pan of the transmission. He also stated that the vehicle drove very well and said he doubted it was low on fluid for that reason. We immediately reached out to Crain Ford to take care of the service. My contact was a guy named Ian. He stated over the phone that they’d take care of it. We dropped the vehicle off and we’re told it’d take a couple hours. We returned to their shop appx 4 hours later and from there waited another couple hours thinking the truck would be ready anytime. Finally Ian explains that they’ll have to keep the truck because the technician overfilled the fluid. He stated that they redid it and now the engine light was coming on. They wanted to figure out why the engine light was coming on. The next day they called around lunch time to let me know they’d fixed it and I could pick it up. I picked it up and drove straight home. (Appx 10 miles.) I went out around 9 that night to check on the truck. I noticed that as soon as I started it the fan began blowing extremely hard. Then the engine light came on, which wax never on before. I decided to drive it around the block and found that it would barely drive. The next morning I called Crain and told them exactly what was going on. They asked if I could drive it to get it back up there to them. I let them know that probably wasn’t a good idea. They sent a tow truck to pick it up immediately. Later that same day they called me and said that I need a new transmission. I was speechless. I asked them what they suggested and they said that they could give me some prices.

  Business response

  02/10/2023

  ***** ****** called into our service department stating he has a 200,000 mile vehicle and the transmission was leaking. He was advised against getting a transmission flush on the vehicle due to the possibility of the transmission going out. The customer stated that if it wasn’t dripping on the driveway he would much rather just leave it alone however he wanted the leak to be sealed to keep it from dripping on his driveway. Knowing that it was going to need to have fluid added to the transmission once you take it apart the customer still wanted the unit fixed. The customer brought the vehicle in and we fixed he leak and the customer came and picked his unit back up. At that point, it is not our repair that is faulty.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased a eco mustang 12/10 agreed on price factory msrp, minus agreed trade. that evening meet general manager, regional manager told just got thru mass firing and rehire. salesman and believe manager agreed sale of mustang at factory msrp. started sale and stated would be back tomorrow to finish up, regional manager stated lets do sale tonight they had not sold one car. introduced to finance guy as we talked another gentlemen entered room lot of back forth conversation as went thru finance paper work (also told already removed all my stuff from trade in (that is a story all by itself). lobby finance presented me with envelope said keep his in glove box flash drive and a paper to present if get stopped (transferring my tag). took till 12/10 to get paper work noticed price jacked by $4400 dollars and a general maintenance agreement added ($1808 additional cost) also sales tax$1104 was told would be $685. couple visit asking questions no results. 12 /12 went back in Ben and Paul told me no action because the sales manager had been fired, no way to go over issue so nothing to be done. also stated should have been two msrp stickers on car seems the Crain one was not posted why the price discrepancy.

  Business response

  02/01/2023

  Mr. *****,

  We're looking into your complaint and will have a response soon. Thank you for your patience. 

  ******* ****

*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. ↩