ComplaintsforJohn North Ford

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from John North Ford on 6/23/2023. I had it a few months and i thought the fan belt was going out so I took it to a local place to get it checked out, my vehicle ended up locking up and no one could get into it, so I had to get it to a Range Rover dealership, It was taken to Wichita Ks to get looked at and I ended up spending 2,000 dollars. This is how it started on November 18,2018. In February I started having more problems and was not able to drive it out of town it would lose power and go down if driven over 50 miI talked to range rover they looked at it and gave me an estimate and asked me to call the place I purchased it. I was told they couldn't do anything but would look at it and give me an estimate. they quoted me over 4,000 and would not budge do half or fix it for free. I explained I have been having problems with it since I purchased it and told them I didn't even think that they checked it when they traded it in. they ended up charging me 119.30 for checking my car. The service manager wouldn't do anything but ended up calling me and stating that the sales manager would meet with me. The day that I went I called 3 minutes before I showed up and he didn't even show up, they sent a Hispanic salesman out to talk with me. I have been paying on this vehicle that they didn't even give me the warranty on it. I am not sure what happened on that, it should have been on car for the miles driven or having it 90days. I called this year February 19, 22, March 19, March 21, and May 28, 2024 I sent a letter on May 28, 2024, it documented all the phone calls made, and addressed the problems and I didn't get a phone call back or anything from the manager or owner. Any time I made a phone call it was always stated he is not here he will be out for a few days, I will leave a message, no return phone calls. I want my money refunded and the extra money I put into it and they can have their car back!

  Business response

  10/23/2024

  We have reviewed this claim and are confused by the reference to 2018.  This purchase did not take place until 2023.  This unit was a local trade.  As you can see from the trade sheet from when we traded for the unit, nothing was disclosed to us by the previous owners as being a problem.  Nothing was noted during the appraisal process by the used car manager.  As you can see from when the vehicle went through the shop, there was no work noted that needed to be addressed.  

  The customer was presented a service contract and is evidenced by the transaction and disclosure summary, she declined it.  She also signed the Buyers guide where it was disclosed that there was a limited 30 day/1000 mile warranty for work to be done at the dealership.  

  There is no copy of a letter from the customer in the file jacket and she did not provide one in this claim.  

  The sales manager I asked about this said that he had worked with her a few times to trade her out of it but the numbers did not work for her.  

   

  Business response

  11/06/2024

  You are welcome to visit the lot and see if there is anything you see that you like and might fit your budget and needs.  Inventory changes quickly.  You can come in during normal business hours, we are open until 6pm Mon thru Friday and on Saturdays until 3pm. The used car manager will evaluate your vehicle just as would have been done if you traded in a unit when you purchased this one.  The value will be based on current market values for trade in's and adjusted for current vehicle condition.  If you currently have a loan we will need to get the payoff.  If you will be financing, you will have to qualify through one of the sources we have or obtain your own through your resources.  These are the normal steps for every car deal.  

  Please keep in mind that the used vehicle market has changed a lot in the last year or two.  Interest rates have also changed quite a bit.  With age and miles brings the inevitable depreciation.  

  Customer response

  11/09/2024

  I feel like we are not getting anywhere with this situation and are going in circles. John North Ford is denying and being untruthful about meeting with me and trying to help me with my car situation and have not owned up to them being dishonest and selling me a lemon. 

  I do not agree to their offer. Basically they are not offering me anything any other dealership can offer me. 

  I contacted my loan officer at Great Plains and told me they have had other customers complaint on John North Ford and them having problems with their vehicles.  

  My offer is for them to take there car back and pay my loan off. It is in good physical condition and mileage is low 74,000 for a 2013. They have a service department and can fix the cars mechanical issues at a low cost and resell it.

   

  ******* ******* ****** 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  see attached To the Better Business Bureau, I have a complaint and am hoping you can help me resolve a dispute I have with John North Ford, mc, **** ** ******* **, Emporia, KS 66801. I apologize for the length of the following. June 22—I bought a 2014 Ford Escape for $17,000, mileage 77,077 from John North Ford. July 6—I reported the following problems by text to salesman *cutting out *check engine light came on *011 change light came on (checked & oil level was fine, but it should be noted it was a quart low after it had been driven more) July 17—reported transmission slipping by text to salesman. Called to set up appointment (I am not sure of the date) but due to illness, could not bring in vehicle till July 27. I am disabled and live approximately 35 miles away from John North Ford, Inc. July 27—I brought the vehicle in. I reported to both the salesman and service department that the transmission had slipped at the light on the Industrial exit, and that I had driven in “granny gear” to the dealership (appro. 1 .3 miles), and that I had been afraid I wouldn’t make it there. The vehicle was in the shop approximately 5 1/2 hours. The service manager who agreed to the 50/50 warranty (as he should have) was very condescending to me, and would not listen to my complaint about the transmission, as if I was imagining it or had no idea what I was talking about. tried to explain again about the transmission when he told me what repairs had been done, nothing related to the transmission. He continually talked over and interrupted me to the point I had to request that he let me finish speaking. I had the feeling I was being talked down to because I am a woman, plus a senior citizen. I paid for the cost for repair, $226.91 with warranty, half of the total cost. However, it was immediately obvious it hadn’t solved the problem as I headed home. I had driven only 1/4-1/2 mile from the John North Ford dealership when the vehicle hesitated (stopped forward motion) at acceleration after normal braking in normal traffic, then jerked as the gear automatically shifted. As it was 4:30 and I was frustrated, stressed, and in a lot of pain from having to sit and wait so long, I just wanted to go home. Approximately 17 miles later, I took the Lebo exit from 1-35 and experienced the same problem during braking and accelerating (jerking and slipping). I texted the salesman and he responded, “Honestly I’m not to sure. The shop definitely would have drove it to make sure everything was good before they sent you home in it.” July 30—I drove from my home in Waverly to Emporia to pick up a grocery order. The vehicle had not been driven at all since the 27th when it was in the shop at the dealership. I was stopped at the red light at the Industrial Road exit and accelerated when the light changed. The vehicle did not want to move. (This was virtually an exact repeat of what had happened three days earlier.) I accelerated very lightly and crept forward with my emergency lights flashing, about as fast as a man could walk. I pulled over at the Flinthills Mall. The vehicle lurched and died with the message, “Transmission fault Service now.” The mileage was 77,792. I called a towing service and it was towed to the dealership at a cost of $75.00. I was soon informed that my $17,000 car that I had put only 700 miles on needed a new transmission at the cost of $5600. The sales manager agreed to pay half. He would not consider factoring in the cost of the tow. I wish there was a recording of the conversation as he was extremely rude. He basically said he wasn’t under any obligation to honor the warranty and that I should have gotten an extended warranty. He would not listen to any of the details I have laid out here, for some reason kept repeating about the extended warranty and said he had faith in his service department. He said transmissions go out all the time, but this was not a sudden occurrence. There was plenty of advance warning that there were major transmission problems. I can’t know what happened with the service department. Since the problems began so soon after purchase, I can’t help but wonder if someone may have overlooked the transmission problem when it was checked out after purchase at auction. I admit I should have given it a more thorough test drive. I had inquired about the Escape after seeing it online and the salesman had driven it to my house to see. I only drove it on the interstate, a very few miles on the highway, and on the road on which I live with a speed limit of 55 mph. In all honesty, I did not detect any issues at that time. In retrospect, I should have driven it in town with frequent stops and starts. When I was first looking at the Escape, I told the salesman it would be truly devastating if something major went wrong with it, due the current financial situation, so it was no surprise when I told him there was simply no money for the repair. No money and no available credit. Their first solution offered was a 2005 Century with 102k miles on it, with cash back. This car was not at all comparable with the 2014 Escape with 77k miles on it. (The Century’s engine also is known for being problematic.) Next was a 2010 Ford Explorer with 169k miles. When that was not an acceptable replacement (four years older and 60,000 more miles) the salesman communicated: “I talked to my boss. Unfortunately since it’s been a while with no decision on the transmission he’s pulling the pay for half. So for us to put a $5,000 transmission in it and go off clean trade he can buy you out of it for $6,000. Or he will trade you out of itto this 2010 Ford explorer Eddie Bauer explorer 4.0 v6 169,000 miles.” There was also a 2004 Chevy Cruze offered, a vehicle ten years older than my Escape. I do not feel that John North Ford has treated me fairly or professionally. I did nothing wrong. The Escape should not have been sold in the first place, but also all my reports of transmission trouble should not have been ignored and I was belittled in the process. With dealership fees and sales tax, I paid $17,000 for the 2014 Escape, and to be “bought out” for $6000 is preposterous. I, as a customer, did nothing wrong and do not deserve this, or to be offered vehicles that are far inferior to the one I purchased in good faith. I don’t know where or why the sales manager got the idea to no longer pay for half the cost of the repair. I am unable to pay it, but this reflects that the sales manager is disagreeable and difficult to work with. I am embarrassed I am unable to pay the cost of the transmission. (I did pay for half of the repair when I brought it in on July 27, a repair that evidently was needed, but did not address the transmission problem whichl had complained about several times.) With that fact in mind, and looking at the original purchase price of $15,668.20, I would like to get a replacement of equal value. Because I have good reason to mistrust the staff at John North Ford, I would prefer for the dealership to repurchase the Escape at what it was sold for, to be amicable, minus $2800 for half the cost of the transmission replacement for a total of $12,868. Plus, I would like to be reimbursed $75.00 for the towing service. That did not have to happen and it put me in a hazardous situation—twice I would like to resolve this matter as quickly as possible, and I am sure the other party would, too. (I am presently without a car, and living in the country without one makes me uneasy.) The vehicles they have offered are of such less value than the one I purchased in good faith, and a “buy out” of $6000 is unfair and unacceptable. I have done nothing wrong and there is no reason for me to be assigned such a financial penalty. Both my luck and theirs would have been much better if the 2014 Ford Escape had stayed on the auction block. Thank you. Kristin Chambers 1651 Old Highway 50 Waverly, KS 66871 (************ ****************

  Business response

  10/04/2023

  After speaking with the Sales Manager and General Manager, we would be happy to help trade her into a different vehicle.  We have previously presented her with some options that did not work for her.  She had the opportunity to purchase a service contract on the 2014 Ford Escape she purchased and declined to do so.    Our sales manager went ahead and agreed to pay half of the repair back when it initially failed and she declined to participate in the offer.  Her inability to pay her portion is no fault of the dealership.  None of the solutions we have presented have worked for her.  We do not have any more offers.

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