Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Chula Vista Ford Factory Defect on 2025 **** Explorer ST Line and Failure to Resolve I am writing to file a formal complaint against Chula Vista Ford regarding an unresolved factory defect on a 2025 **** Explorer ST Line I purchased at the end of April 2025. Shortly after taking delivery of the vehicle, I discovered that the rear driver-side door would not open unless the front driver-side door was also open. This is a serious defect that compromises both the functionality and safety of the vehicle. I contacted Chula Vista Ford on several occasions in an effort to get the issue repaired:The first time I brought the vehicle in, the service department inspected it and informed me that it needed to go to a body shop. I was told they would contact me once they had a loaner vehicle available. I waited two weeks with no response. I followed up again and was once again told they would call me back. They did not. I contacted a manger and of them arranged another service appointment. The dealership picked up my vehicle and had it for several hours before telling me that I needed to take it to another **** dealership because only they had a body shop. I scheduled an appointment with Kearny Mesa **** and brought the vehicle there. After inspection, they informed me I would need to return to the original dealership Chula Vista Ford for the issue to be resolved.I returned to Chula Vista Ford and spoke directly with the General Manager. He assured me that he would coordinate with the service department to schedule another appointment, arrange for the car to be sent to a body shop for repairs, and provide me with a rental vehicle in the meantime. Despite months of ongoing communication and multiple visits to different locations, the issue remains unresolved. I have lost significant time, experienced repeated runarounds, and received no meaningful resolution. At this point, I believe a fair and reasonable outcome would be a replacement vehicle.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was serviced at the dealership on the fourth of June. They did an oil change and coolant flush. A few days later coolant began leaking from the car. I returned to the dealership and was told that the water pump was bad and had nothing to do with the service they performed. I was treated poorly by the service manager who threatened to tow my car from the lot and put it in the street. The dealership manager told me he had several complaints about various departments at the dealership. The reason given that the leak was not found during the initial appointment is that they missed noticing some corrosion. I understand not completing the coolant flush properly can lead to problems with the water pump. The pump had no issues prior to the initial service.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a vehicle **** tried to fix. It originally started with some minor stuff. Got a repair for it being in limp mode. They cleaned exaust and sent me on my way. I could smell heavy eaxaust when i got it back and it was experiencing a new wobble in the steering i had never had happen before they worked on it. They took ot back and said the exhaust hadnt been put back together by them incorrectly and something hadnt seated correctly and they fixed that. They then did a multi point test on front end. I have paperwork where they said brakes and tires and in good condition and said my steering damner had no movement and replaced it and sent me on my way. Problem still occur3d so I returned vehicle. I bought the truck used from them in 2020. I've put 40k miles on it since. They did work for a death woble but the problem still remaines. I took it back and they said then its my tires being old (theyre not) they already said on.paper they weren't and never offered to refund me for the part that didnt fix the issue. This was 6 months ago. Today they made me pick the truck up after 6 months of nothing and said they can't fix it and gave me my money back for said part. But I paid payments for a truck for 7 months I couldn't use and it's still not safe to drive in. And now they are saying it was my responsibility to find new tires this whole time when they said THEY had to find em to to make sure that wasnt the issue. i have all paperwork and none says that i needed to buy the stock rim and tires so the can use them for a process of elimination essentially.. the paper says problem remains please inspect and advise. 6 months later, Nothing. They just kept saying they are still looking for the right size tire to check. It doesn't take a detective to see the criminal ways here of charged me for a part that didn't fix the issue then reverting to my tires after they couldn't fix it. They essentially put me and my family back on the rd in an unsafe vehicle. I have all documents

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealership had advertised the price their vehicle for $****** both on their website, autotrader, and ******. I have screenshots showing that this vehicle was listed for $******. I called and spoke with **** about this vehicle, and he was responsive then didnt respond for 24 hours. Then i was sent a quote for a higher price. I told them the advertised price was ******. they told me its not ****** and this was their final price. They then raised the price online to ******, then down to $79,000. i tried and called to speak to someone else explaining that i have screen shots showing the $******. I got the run around again from them. passing me to other people but not honoring their advertised price despite having screenshots to show them.

  Business Response

  Date: 10/25/2024

  Mr. *****,

  I have had the opportunity to investigate the correspondence between you and our staff that took place over the period of several days and I see that your offer was for $70,000.  During this negotiation the vehicle of interest was sold to another party.  I do see that the initial price that you saw before the online price increase was $75,000 but that price was still more than you wanted to spend.  As our inventory and dealer incentives change so do our prices which is why the price went up to $80,000. We no longer have that unit in stock however we do have three other Bronco Raptor's priced at $83,00, $87000 and $88,000.  As a courtesy to you I will honor your choice of the three for the $75,000 original price you saw.   I believe you are still communicating with us on the Orange one which at this time is still available.   ***** ******, our director of sales will reach out to you directly to work out the details if that one will work for you.

   

  Regards

  **** *****

  General Manager.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 27th, 2024 I had purchased a 2013 ******* Elantra from Chula Vista Ford. I was told that service for the vehicle was up to date and everything was running perfectly. I felt at ease because I was under so much stress of finding a vehicle to get to school and work and having very little money to work with because my budget is very tight and I thought all my problems were solved. Later for me to find out that on June 4th, 2024 my 2013 ******* Elantra broke down in the middle of the road on ************************************************************** while I was on my way home from school and had work the same day. A police officer assisted me in getting my vehicle to somewhere safe on the road because it was a very busy street at the time and there couldve easily been an accident caused with my car on the road like that. I had the vehicle towed back to ************* and ********************* (************* manager) said they couldnt take it because they dont work on the smaller V6 engines so he said to take it to CV ***** because they do work on smaller engines. I complied and took it to ***** and they told me they had to bring it to *******s *************** for I dont even know what reason. ********************* (************* manager) assured me he will get an update as soon as possible and will let me know how we can resolve the situation. Today is July 5th, 2024 and I have yet to get a update or even a solution for my vehicle and honestly I HAVE NO IDEA WHERE MY VEHICLE IS AT RIGHT NOW. I am still making payments and it is really devastating that my only vehicle for work and school isnt even in my possession at all so I cant use it while I am still making payments. I contacted ********************* (************* Manager) MULTIPLE times on MULTIPLE occasions and he still hasnt gave me any sort of update. I would like simply a different vehicle or a refund because when things like this happen it makes me not want to do any sort of business with this dealership anymore in the future. It was under 90 days since when it broke down on me.

  Business Response

  Date: 09/20/2024

  Mr. or Ms. **************************************** class="MsoNormal" style="margin: 0px; color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;"> 

  Please accept my apology for an extremely late reply to your complaint. It has recently come to my attention that you had a dissatisfactory experience with us some time ago.  Due to a change in lead management this complaint was being sent to an individual that is not longer with our company.  The BBB reached out to me directly to make me aware that it had gone unaswered.  It is our mission to create a buying and servicing experience that is second to none and that clearly was not the case in your circumstance.  Please let me know if your concern is still unresolved and I will personally see to it that we come to a fair and swift resolution.  

   

  **** *****  Director of Operations

  ***********************************************************************************************

  ************************************

  Office: ************** | Mobile: **************

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DISCRIPTION: PAID FOR ALARM SYSTEM/PRODUCT NOT RENDERED TO ME THE PURCHASER.On 4/2/24 I purchased a 2001 ****** Tacoma from Chula Vista Ford, *******************************************************************. I paid cash for the truck and an additional $895.00 for an alarm system "to be installed". I was told the company would drive to my home and install the alarm. To this day, 5/10/24 I have no alarm, no scheduled install date or received a simple call back from Chula Vista Ford. I have called them daily and left multiple messages and have not received one returned call from ******, the gentleman in the finance ***** or any other manager I've asked to speak with. The only response I have gotten is "I cannot help you, I can take a message and someone will return your call". I was able to contact the alarm company, **** Security, **************, and ***** said she knew nothing about our pending alarm installation. Which by the way, oddly the dealership said I had an appointment for on 4/15/24 at 3:00 pm, I took time off of work to have no one show up! Turns out the alarm company knew nothing about nor had they received any documents from the dealership. Very frustrating to say the least. All I want at this point, is a refund of the money I pre-paid for a product Chula Vista Ford has failed to deliver. Attached is my contact with the it listing the product "Alarm" and the cost $895.00. I paid by check #****, Deal #*******, Customer # ******. The problem and description is I have not received the product/item (car alarm) I paid for and would like a refund for the price of $895.00 (not sure if I was taxed on it, if so, I'd like that refunded as well).

  Business Response

  Date: 05/20/2024

  good morning, 

  We currently have the General Sales Manager trying to reach out to the customer to schedule the appointment for installation. 

  We typically do not complete Alarm Installations offsite nor is it something that promise but if this in fact what took place we will be get this scheduled and taken care of. 

  Please be sure to confirm availability with our Manager, 

  thank you

• Initial Complaint

  Date:04/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** edge back in February 24, 2022 along with a paint protection plan. The finance rep told me I would receive a call to take my car to get the coat for paint protection and its been over two years. I went in last year but they were having a meeting and decided to go back. I went this Saturday and a young man gave me a number to call only to find out it was a number to a leasing rental company I called again on Monday and spoke to a sales person and he told me he would give the finance guy my name and number to call me. I told him what it was in regards to and it is now Friday and I have yet to receive a call.

  Business Response

  Date: 09/20/2024

  *** or Ms. ************************************* accept my apology for an extremely late reply to your complaint. It has recently come to my attention that you had a dissatisfactory experience with us some time ago.  Due to a change in lead management this complaint was being sent to an individual that is not longer with our company.  The BBB reached out to me directly to make me aware that it had gone unaswered.  It is our mission to create a buying and servicing experience that is second to none and that clearly was not the case in your circumstance.  Please let me know if your concern is still unresolved and I will personally see to it that we come to a fair and swift resolution.  
  
   
  
  ******************* Director of Operations
  
  ***********************************************************************************************
  
  ************************************
  
  Office: ************** | Mobile: **************

  Customer Answer

  Date: 09/20/2024

  
  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

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/4/2024 Chula Vista Ford reached out to me regarding my 2016 **** Explorer. It was towed into the service bay. A customer Service manager or rep ***** called me trying to provide solutions as my transmission was busted. I went to the location and was never in clear words told that they were not going to use the Explorer as a trade in. What I was told is Art, another person I was working with, that they needed to try to make it work and as a consumer not car sales rep expected it to happen. I was then released from the dealership in a 2013 **** Escape, no dealer license plates, no down payment and no paperwork signed. I arrived at my mother *************************************** house and was told to have her sign because she would now have to be on my loan. *** drove to my mothers house, picked up paperwork and left. I did not ever see him again. The next day I returned to Chula Vista Ford in the morning, prior to work and in good faith with the $2,000 down payment. I made this transaction with *** in the financial department. About 2 or 3 days later someone from ************* calls and asks about paystubs because hes trying to get my payment down, and had mentioned that I wanted to know where to pay because I had the original payment for the Explorer coming up. He then lets me know they never took it as a trade in and was adding another load and hard credit check. I had my score higher and now because of all the new inquiries from **** it has lowered and effected my approval for Auto Repair financing. I have reached out for my reimbursement that I was told I was eligible for and have waited over a month to get a status. As of Monday 4/8/2024 I was told by *** that the check was initiated then and to wait for a 72 hour period.

  Business Response

  Date: 09/20/2024

   

  Mr. or Ms. ************************************* accept my apology for an extremely late reply to your complaint. It has recently come to my attention that you had a dissatisfactory experience with us some time ago.  Due to a change in lead management this complaint was being sent to an individual that is not longer with our company.  The BBB reached out to me directly to make me aware that it had gone unaswered.  It is our mission to create a buying and servicing experience that is second to none and that clearly was not the case in your circumstance.  Please let me know if your concern is still unresolved and I will personally see to it that we come to a fair and swift resolution.  
  
   
  
  ******************* Director of Operations
  
  ***********************************************************************************************
  
  ************************************
  
  Office: ************** | Mobile: **************

  Customer Answer

  Date: 09/20/2024

  
  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

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took in my f-250 truck for mechanical problems in 12/2023, it would look power when towing a trailer. they did a diagnostic and they told me the problem was the turbos. I when get another shop to get the turbos repair. It was fixed when I tested my truck to check if that what the dealer said, the same problem, now a wretch light up (NOTE there was no other mechanical problems) . I took the truck again NOW they said if was the diesel fuel . at this point I just decided for them to fixed with the hope no other problems. the truck was there for another 2weeks, when they repair the diesel fuel, I took it home and arriving at home I noticed oil leak. I inform ******* at the service dealer and told me it has nothing to do with them and get another opinion. I did get an other opinion and told him it had to do with the work done with replacing deisel fuel. I took the truck again and an after a week later they told me that it was other part that was leaking oil. (there was no issue reported before from them nor we had that problem until they worked on that area. I was informed that truck was ready, so I took it for a test and hook up the trailer not see if the diesel fuel was the problem withe the lose of power. well to my disappointment the truck still didn't have power towing the *********** took the truck with trailer to the dealer to show them. A mechanic did a test drive and did say there was a problem and not it was the exhaust, so I return the truck to ******** to store and return to the dealer, as I arrived the truck started to make other sounds and was shacking, new problems emerged with the main problem, now they are saying that the problem is my engine. I took my truck to the dealer avoid head aches with mechanics not expect with **** and it didn't work . I already spend $13000, trying to fix my truck with **** expect advise and no luck. please help. I don't have any money to repair my truck or buy a new truck. please have them fix truck or refund. thank

  Business Response

  Date: 09/20/2024

   

  Mr. or Ms. ************************************* accept my apology for an extremely late reply to your complaint. It has recently come to my attention that you had a dissatisfactory experience with us some time ago.  Due to a change in lead management this complaint was being sent to an individual that is not longer with our company.  The BBB reached out to me directly to make me aware that it had gone unaswered.  It is our mission to create a buying and servicing experience that is second to none and that clearly was not the case in your circumstance.  Please let me know if your concern is still unresolved and I will personally see to it that we come to a fair and swift resolution.  
  
   
  
  **** ***** Director of Operations
  
  ***********************************************************************************************
  
  ************************************
  
  Office: ************** | Mobile: **************

  Customer Answer

  Date: 09/20/2024

  they have not contacted me with a resolution to the bad service that cost me a lot  of $. 

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 9/15/23 On Due Bill i am owed multiple items they did not have in stock. The items being all weather floormats to which I am owed the 3rd row and the rear cargo mat. The other item being the rear center console USB cap. This was discussed with the Sales manager ****** and the Finance guy. They both fully acknowledged they would send the items to me however it has been 6 months and I have yet to receive anything and am unable to get a response from them. It took 3 months just to get my title for the car I purchased.

  Business Response

  Date: 09/20/2024

   

  Mr. or Ms. ************************************* accept my apology for an extremely late reply to your complaint. It has recently come to my attention that you had a dissatisfactory experience with us some time ago.  Due to a change in lead management this complaint was being sent to an individual that is not longer with our company.  The BBB reached out to me directly to make me aware that it had gone unaswered.  It is our mission to create a buying and servicing experience that is second to none and that clearly was not the case in your circumstance.  Please let me know if your concern is still unresolved and I will personally see to it that we come to a fair and swift resolution.  
  
   
  
  **** ***** Director of Operations
  
  ***********************************************************************************************
  
  ************************************
  
  Office: ************** | Mobile: **************