ComplaintsforMike Bass Ford Inc.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 Mazda3 on 08/15/2024. As the salesman and I concluded the transaction there were two issues unresolved: 1. They were unable to remove the back plate on my trade vehicle and; 2. The vehicle came with two keys but one was missing from the deal jacket. Salesman promised it would be provided by the Service Department. I was informed that I could pick up the plate on Friday, 08/16/2024. I was also informed that the Service Department would contact me regarding the replacement key as it needed to be ordered. I sent a text message to the salesman on 08/20/2024 inquiring on the status. He replied that the Service Department would contact me regarding the key and that the plate was ready to pick up. I picked it up on 08/21/2024 but was not contacted about the key. Multiple text messages were exchanged with the salesman regarding the key with no contact by the Service Department. My last text message dated 09/03/2024 received to response. Requested resolution: a duplicate key fob as verbally promised by the salesman Excerpts of the text messages are attached. .

  Business response

  09/16/2024

  I spoke with ***** ******* today 9/16/2024 at 5:00pm. She had already spoken with our Mazda service manager and Mazda parts manger and will be in tomorrow morning 9/17/2024 at 7:30am for a 2nd Key. I told ***** to call or reach out to me with any problems going forward, but she is happy with the car. Just wanted her backup key.

   

  Thanks,

  Joshua ************

  Mike Bass Ford 

  Used Car Sales Manger 

  Customer response

  09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. This issue was resolved politely and professionally. My experience with this business was overall positive and I am pleased with their quick response and resolution. 
  
  Regards,
  
  ***** *******
  
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am leasing a 2022 Ford F-150 from Mike Bass Ford. I called about a month ago and left a message about the issue I am having. I called back a few days later and actually spoke with someone, they took down my number and name and said someone would call me back. Well I haven't heard from Mike Bass Ford . My truck battery keeps dying (draining). I did take it to my local Ford dealership, they said nothing is wrong with the battery.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2012 Chevrolet Equinox on January 31, 2024. Two weeks after I bought the car, I started having problems with it. Check engine light came on and I took it back to Mike Bass Ford. Was told by the service department that they don't work on Chevy's. It was using a quart of oil a week. Chugging and acting like it was going to die. Took it to ********* dealership, to have fixed. The whole bottom end of the engine needed repair. The warranty covered $4,000 of the repair and I was out $277. Dave at Mike Bass Ford, sold me junk car. I don't feel like I should be out $277. This car should have been gone through BEFORE it was sold. Will never buy another car from them. I emailed them twice, with no response.

  Business response

  05/07/2024

  Customer purchased a 12 year old vehicle with over 100k miles.

  $4700 repair and customer only had to pay deductible of $277.

  Mike Bass Ford will offer customer $75 to help offset expense incurred.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****
  
  
  
  Consumer states Mike Bass Ford has not sent the agreed upon check.
   

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bass Ford did not use my approval number via Ford Credit. They used their own credit group at a much higher rate. I want the rate adjusted to the Ford rate.

  Business response

  06/19/2023

  Good afternoon, I wanted to give me statement of which for the BBB report. Gentleman Mr.******* and wife came in on a Sunday afternoon as all banks are closed and wanted to purchased a vehicle. In order to submit it to Ford Motor credit I had to run a completely new deal in route one (our system to submit credit and purchase details) and put the code in the notes.. which I did.. as he told us he only wanted to go through Ford no other banks (Multiple times). I submitted it to Ford Motor Credit and was given a select rate according to the situation which was not the rate he supposedly got online. Which he disclosed to us 3 days later after the deal had been done. As I got the approval I followed by showing him his payments with no extra options and asking him if he wanted a warranty or any tire or gap coverage. In which he then stopped me mid sentence and said "nope don't need it you guys screwed me the last time". I then had him sign his docs and joked around with his wife and him about some mustangs as they were signing.. After signing I gave them their copies of the paperwork and told them “you got a beautiful colored car and to enjoy it!”. Now after he reported in our survey I spoke with 3 people on Ford Motor credit’s end for his 7% rate he claims he was offered before coming in. No rate was quoted by Ford Motor credit prior to coming in not online, not in an email, none at all. They said he didn't even have a vin put in so no rate could've generated if he tried. They said the way I did it was exactly how I was going to have to do it any ways because there was no vin or dealer selected. 
  

  Thank you

  Blaze O*****

  Customer response

  06/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Kudos, the response has a nice spin to it, with a splash of misdirection. But, if I read it correctly, you acknowledge that you did not use the Ford Credit authorization code provided to you. You say it was impossible for your dealership to do so on Sunday. Btw, how much does your company earn in kickbacks from charging higher interest rates? BBB, please consider the matter resolved. No further response is needed as it will undoubtedly be blah blah blah in defense of the choice not to use the authorization code. 

  
  

  
  

  
  Regards,
  
  ***** *******
  
  
  
  
   

  Business response

  06/27/2023

  No where in my response was it said that I didn’t use the code. Hence why I said I put it in the comments when submitting the application to ford and ford only. There is no spin there is no blah blah. There was how it all happened. I was told by the customer I could only use ford. I was given a PRE-approval code. I put the code in comment section when submitting his credit info to generate a an actual approval. I gave him the numbers for his purchase through ford approval. The customer signed the ford contract, title work, and our dealers documents. I printed out their copies and they left. After review email responses the customer claimed to have gotten a lower rate prior to coming into our dealership. Which was told to be incorrect according to multiple people at ford motor credit. There was no prior rate given before coming into the dealership.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i purchased a 2020 Ford Edge on 12/27/2022 in the run up to the sale i ask the salesman David G***** weather the car could be certified or could i buy a service contract , he said for an extra $750.00 he could have it certified . It was decided that i would buy the service contract he said he had the car inspected to the criteria of the certification and it passed all tests, there for the $750.00 was not charged. I paid a total of $27,245.00 for the car and the service policy. The battery went dead while driving it home, and it would not start, nor could i get the battery to charge with my charger at home. the morning of the 28th. i had it towed to **** ******* **** who said the battery was bad and they replaced it.and charged me $310.03. I paid for the charge as i was told that the service plan did not cover battery's . I called David, at the dealership and explained what occurred he ask me to email him a copy of the bill and it would be taken care of. I sent it to him on two occasions, and followed up mid week last week, he told me it was in the hands of his manager, which i ask to talk to, he refused to put me threw and said it would be taken care of.

  Business response

  01/23/2023

  The customer is being refunded the full amount paid for a replacement battery, as requested.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint taken over the phone by the BBB I purchased a car, ***** ***** 2015 from the dealership, 11/22 and gave them a down payment $1500. I drove the car around and then I noticed that the transmission was slipping. I called the business and brought the car back in, they provided me a loaner. They said that there is nothing wrong with transmission, however my loan was not approved and I told them I was not interested in them pulling my credit again. I have called multiple times to check the status of my refund, however, Gary hangs up on me.

  Business response

  12/29/2022

  Response taken over the phone by BBB Staff

   

  Check was sent on 12-22 for $1500

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The chrome on my bumper of my 2021 Mazda CX-9 is bubbling. I contacted Bass Mazda about the situation. They told me to bring my vehicle in so that they can check it out. I took my vehicle in on April 1st and the manager of the service department looked at it and took pictures. He stated that he needed to reach out to his director to see if it could be covered under warranty. He stated he would contact me once he heard back. I didn’t hear from him, so I called again on 4/12 and spoke to the same guy. He told me he hadn’t received an answer and that he would try reaching back out to his director and he would call me when he received an answer. No response. I called again 4/19 and spoke yet again with the same guy. He still didn’t have answers for me. I reached out to Mazda customer experience and they basically told me that I had to go through a local dealership for a warranty issue, hence the reason why I kept contacting this dealership. It has been 2 months and no one from Bass Mazda has contacted me about this issue. This should be covered under my new vehicle warranty, yet, it seems as though they are not trying to fix the problem.

  Business response

  06/03/2022

  Vehicle is scheduled to have repair completed under warranty on 06/06/2022

  Business response

  06/06/2022

  Ms. *******,

  You're right, I should have apologized for the poor customer service you received for what should have been a simple warranty repair transaction.  So, in both instances I sincerely apologize, I did not mean to minimize your concerns and I am sorry.  After the complaint was filed and I followed up with our Mazda Service Manager, he advised that we were moving forward with performing the repairs as needed and that an appointment was scheduled.  My short response to the initial complaint was not meant to be rude, but I can see how that could have happened and again, I am sorry.  I would be more than happy to assist in some other way.  Could I offer 2 future complimentary maintenance visits?  This would have a value of approximately $160.00.  Please let me know by responding to this message.

  Sincerely,

  Jon U**********

  Mike Bass Ford / Bass Mazda

  Service Director

  Customer response

  06/07/2022

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

  Thanks, Jon for acknowledging that this situation could’ve been handled differently. Before I accept the offer, can you please explain what the two maintenance packages entails? How will I receive the offer and will I be able to use it at any Mazda dealership?
  
  
  
  Regards,
  
  ******* *******
  
  
  
  
   

*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. ↩