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:07/11/2025

  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.

  Hello,My husband (******) and I bought a car on Saturday. Within 15 minutes of driving away from the dealership a part of the front bumperstarted to fall off the car and was dragging on the ground. My husband called the sales department and let them know of the situation right away, and we were told we would get a call back. No one ever called us back, so I called the service department on Monday to tell them what happened. **** in the service departmentsaid to bring in the car so they could take alook at it. We brought the car in on Monday at 4:00. ******** had someone reattach the piece that was falling and told us he would have someone in the parts department order the part. ******** said they would "make this right." When my husbandasked if there would be a charge, he said "no." In the paperwork that I was given there is no charge ************, ****** called to ask when or if the part had been delivered. Now, he is being told the part was falling off because of something he hit. He never hit anything. The part started to fall off after he was driving on the freeway. I called around 4:00, today to find out whatwas happening and *** from the service department told me they would change the part, but they would charge for the labor.We have been given the run aroundby the sales department and lied to by the service department.

  Customer Answer

  Date: 07/14/2025

  Hello, 

  
  

  I received a call from Puente Hills Ford today and the problem was resolved.  I no longer need to file a complaint against Puente Hills Ford.

  
  

  Thank you, 

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

• Initial Complaint

  Date:05/27/2025

  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 May 26th 2025 I went to this dealership to finalize a deal for a new car that was discussed over text. Test drove car, went inside, said this would be all cash paid in full if deal is reached. They handed me an iPad form to fill out. Filled it out, got to the bottom and it talked about running credit. I said why is that there. We are willing to pay cash in full. They said they only need it for a soft pull if deal goes through. Okay I said. Only a soft pull if deal goes ************ did not go through. Thanked them for their time and left. Got home to a notification that a hard credit pull had been done. This went against everything we discussed and Im extremely upset at how unethical they were in lying to me about this.A hard credit pull hurts my credit and they did this for no reason. I want them to rescind this pull and not to this again to anyone else.

  Business Response

  Date: 06/09/2025

  Thank you for bringing this to our attention. We are looking into this currently; I will update you promptly. Thank you, *** *****, GM 

• Initial Complaint

  Date:07/01/2024

  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.

  the *********************************************** However, I noticed that the vehicle was not in the cleanest condition, and the interior had a strong odor of cigarettes.I will like to speak with your GM

  Business Response

  Date: 07/01/2024

  Hello -

  My name is ********************* and I am the General Manager of Puente Hills Ford. 

  I apologize that you were not able to reach me, I am here at the Dealership 6 days a week. Just for clarification, you did not purchase from us, correct? 

  You can call me by phone and be transferred directly to me or you could also visit our website and under the "about" tab scroll down to meet our staff and see our Pictures, email addresses and phone numbers to call us at. 

  If this is easier for you, please call me directly at ************ , this is my direct phone line. I will be more than happy to chat with you. 

  I look forward to hearing from you. 

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

  General Manager - Puente Hills Ford LLC

  ************ Direct 

   

• Initial Complaint

  Date:04/02/2024

  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.

  I dropped off a 2009 **** escape hybrid for repairs late last year. The vehicle stalls when any accessories are on, and the power steering stopped working. I received a call with the estimate for diagnostics and I approved. That was the last time they called. I have contacted them by phone and email after receiving an odd message thanking me for my new car purchase. One person said the repair order was closed with no further details and that the vehicle was there "somewhere". Then the call disconnected. They never made an attempt to call me back, nor have I received any replies to my emails.

  Business Response

  Date: 04/09/2024

  The customer had their vehicle towed in on 12/12/2023 and left in the early bird drop box. We went out to the vehicle and notice a lot of body damage and the vehicle would not start. We ran the *** and found that the vehicle had never been to our dealership before, but there was a name and phone number on the early bird envelope. We also notice that the vehicle had expired tags as of3/26/2021. We got in touch with the customer later that day at ****** and advised of diagnostic fees. On December 20th at 4:47pm we diagnosed the vehicle needing a torque sensor, also that the cat converters were missing and the vehicle may need a hybrid battery. We left a message and continue leaving messages the rest of the month and into January to please call back to lets us know what they wanted to do with their vehicle. On 1/22/2024 I left a message stating to please call me back by 1/26/2024 or I would be forced into having his car personally impounded from abandonment. On 1/26/2024 I still had not received any communication so I contacted *********************** to have the vehicle removed and personally impounded due to abandonment.

• Initial Complaint

  Date:03/29/2024

  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.

  Vehicle purchased June 25th 2022.Paid the dealership $15,500 so far.Used car with ****** miles when purchased .I wish to lemon law the car because its not able to get fixed after multiple attempts from the dodge dealership and has parts that are discontinued and cannot be obtained resulting in the car not being able to get fixed.

  Business Response

  Date: 04/08/2024

  Hello *************************- 

  First we want to apologize for the issues you are having with your Vehicle.

  For the record we are not the Ownership that originally sold the vehicle to you. We are under new Ownership since Dec 20th 2022 

  We as a Dealership have zero control of authorizing a Lemon Law automobile. Please contact the **************** Phone number for the make of your Vehicle and start the process there. Once you make that call and open a claim, we will be more than happy to help where we can to provide documentation to the Factory but please know we are limited to what we can provide based on we are again under new Ownership and do not have any records from the previous Owners files. 

  Please call me directly also if you would like my help via phone. 

  Thank you,

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

  General Manager at Puente Hills Ford LLC. 

   

   

• Initial Complaint

  Date:02/16/2024

  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.

  I am reaching out to find a possible resolution for my vehicle which has been in for service at Puente Hills Ford for an emission related misfire check engine light since November 2023. I was previously told my extended warranty company was being contacted by my first service advisor ***********************. In which instead I was later told in early January 2024, that he was no longer employed at Puente Hills Ford. It is apparent internal problems within the company have provided me with an unnecessary burden, and heavily delayed progress towards vehicle repairs being made. I was then contacted In early January and informed that my 18 Mustang GT would have to be handed over to a new service advisor named *****************************. However, his service too has been very disappointing and confusing. I was told days ago by *** that he was on the phone going back and forth with my vehicles extended warranty company, regarding amounts and labor for now needed cam phaser repair. However, this is following a $240 unnecessary vacuum hose replacement repair in January of this year. Which was initially diagnosed to be the cause of the misfire check engine light. The vacuum hose replacement did not fix the issue at all as the *** reappeared halfway during my drive home from the Puente Hills Ford service department. Upon returning the vehicle the next day, I have been waiting for *** to actually process the information needed for the extended warranty claim, for the cam phaser which was the new diagnosis made in late January 2024. I was even told that the extended warranty company may need to send an inspector in order to proceed with the cam phaser repairs. However, shockingly today, February 15, 2024, after all of this time, *** falsely informed me that my Extended warranty company filed for bankruptcy and is no longer in business, and that the repairs cant be covered now. I responded to *** informing him that I called and spoke with the actual extended warranty company service rep, whom stated that my extended warranty company is actually still in business and has not filed for bankruptcy. In addition, my vehicle's extended warranty service contract is still active and allows for coverage. I appreciate your response regarding this serious lack of service. I look forward to a resolution towards my vehicle successfully being repaired in a timely manner, along with my extended warranty service contract being fully applied without any further unreasonable delay.

  Business Response

  Date: 02/20/2024

  We apologize for any inconvenience that this guest has experienced. Our Service Manager has spoken with the guest and the vehicle is currently in the service department as we received authorization from the warranty company. The original call to warranty company was mistakenly relayed they were out of business when in fact they are not and we received authorization for repairs. Our leadership team is available to discuss this further as needed.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21301685
  
  I am rejecting this response because:
   
  The length of time since I first brought the vehicle in for service. Along with, previously being charged a diagnosis fee for warranty work that is ultimately being performed. In light of the on-going warranty work that is required to get the vehicle running again, it is quite apparent that the initial diagnosis fee for a misdiagnosis was not necessary.

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

  Business Response

  Date: 03/06/2024

  We will provide ************** a reimbursement for the diagnostic fee that he paid, $220.00.  We apologize for the inconvenience that he has experienced.  Our service director, *********************** would be happy to discuss any additional questions that ************** might have.  The check will be mailed this week.

  Customer Answer

  Date: 03/08/2024

   
  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

  Date:11/17/2023

  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.

  Purchased a 2023 **** truck on October for $60000 traded in a **** Bronco. I was told by finance department **************** would receive a refund for at least $2500-$3000 for a maintenance package that was paid for Bronco.Till this day no refund no response. They avoid calls and when I went in person they said I would have to *** for my refund! This is a scam I WANT MY REFUND!!

  Business Response

  Date: 11/27/2023

  We have meet with the guest and have provided the requested refund.  We apologized for the inconvenience and the time delay due to the transaction having occurred prior to our group having purchased the dealership.  We are available to answer any additional questions the guest may have.

   

• Initial Complaint

  Date:06/26/2023

  Type:Product 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 started the e-mail chain in October of 2022 asking Puente Hills Ford to refund my $100 deposit for a new **** Bronco. **** said that the depoit was 100% refundable, I canceled the order. I contacted Puente Hills Ford mutiple times by e-mail and Phone asking for the deposit refund ( supporting e-mail thread uploaded). On November 10th 2022, *******************,General Manager, stated "***, Yes I am actually in the process of getting you refunded for the deposit." **** stopped replying to my e-mails. I sent a final e-mail to ***************************** and ******************* in May requesting the return of my depoist or I would be filing a complaint with the BBB. No reponse was received by Puente Hills Ford. I would like a $100 deposit refund check mailed to my home address.

  Business Response

  Date: 07/14/2023

  I confirmed with ****************** that the requested refund has been processed.  I am available for any questions or discussion.

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

   

  Customer Answer

  Date: 07/18/2023

   
  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

  Date:06/05/2023

  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.

  I brought my car in for repair on 2/24/23 to this location because of a check engine light. After 3 weeks, they finally were able to take a look at my car and inform me that it would be over $2400 to repair the car. I contemplated selling the car instead which they said they would offer me $10K for, but after some consideration I decided to keep the car and pay for the repairs since I had recently paid it off. I picked up the car and paid for the repairs on 3/31/23. Upon getting my car back, I noticed it was having the same issues as before and within a couple days, the check engine light was back on. I brought it back in a couple weeks later on 4/22/23. About a week later they told me that it would need a new engine, costing over $11K. I then asked how much they would give if I sold it now. After two weeks of no response, I called back and left a message to which they did not return my call. Another week passed and I called again, finally getting ahold of them. They now said they would not be able to offer anything for it. I asked to speak to the general sales manager, *******************, who was the one who said they could not offer anything for it, and they transferred me over to his line where he did not answer. I left a message and never received a call back. On 5/29/23 I asked to speak to the general manager of the dealership, so I could send him an email of all that had transpired. They did not give me his email, but instead sent an automated email from the service department manager. I wrote a response to the message they sent with a timeline of the events, and did not get a response. I believe it is very unfair that I paid the $2400+ to have the car repaired when they did not fix the car.

  Business Response

  Date: 06/15/2023

  We understand the concerns that ****************** has communicated in his correspondence.  We have explained to him that the repair that the dealership performed, (replacing an externally leaking water pump,) was unrelated to the internal leak that now exists.  We have contacted ****************** and they declined any financial assistance.  We also gave ****************** the information that would reference if he chose to contact Ford.  We are available for any further discussion that ****************** would like to have.

  Sincerely,

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

  Service Director

  Customer Answer

  Date: 06/16/2023

   
  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

  Date:02/15/2023

  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 advertised online on and before 02-14-2023 a **** Maverick XL VIN ***************** for a dealer asking price of $24370. But when I expressed interest in buying the car in a phone call to them on 02-14-2023 the salesman said there is a $4000 dealer markup. He said the sticker price is $24,500 and with the markup the new price is $29,500. This violated ********** Vehicle Code Section 11713.1(e).

  Business Response

  Date: 02/16/2023

  *******,

  My name is ************************* and I am the General Manager here at Puente Hills Ford.  I want to be the first to apologize to you regarding this situation. We recently completed a buy/sell at the end of December in which we acquired the dealership from the previous owner. Due to the timing of the closing it has placed us behind the ball in terms of the execution of all new vendor contracts even with previous vendors. Upon completing new vendor agreements each vendor has to do a new install of the product they provide to us. One of the biggest issues I have been trying to deal with is ensuring 100% accuracy with our online and on the lot pricing.

  In the acquisition of the dealership we also switched the ***************** System (DMS) we use for *************** Parts, and Accounting. This integration has proven to be more complex and we have ran into more issues then I even expected. One of the issues was the correct Dealer Asking Price being shown correctly. In the ******************** Tool we use there are several fields and the correct mapping of the data has proved to be an issue for the vendor. What makes even more complicated for myself is I had previously requested for everything to be "Call For Availability" to avoid issues like this from occurring.

  Since I became GM of the dealership a little over a year ago our reputation has been my #1 priority so this been even more frustrating for myself. With that being said I would like to do something for you as my token of sincere apology. What is even more frustrating for me is that these Mavericks are actually all presold if I am not mistaken. ******* again like I said I would like to do something for outside of requested resolution. I am still working with the Website provider to have all new cars say Call for Price unfortunately now all my Used cars say call for price.  

  I do want to again thank you for bringing this to my attention. In the future if you ever need anything please do not hesitate to reach me at ************ or at *********************************** I look forward to hearing from you so we can figure something out I can do for you for the inconvenience.

   

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

  General Manager

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19407943
  
  I am rejecting this response because: When I called to ask about the truck the salesman could very easily have decided not to charge a mark up or could have decided afterwards and called me that the online dealer asking price would be honored.  Neither happened. Simply put, advertising one price and charging a higher price with no prior notification to the buyer, such as a notation on the truck itself or in a notice on the dealer website, is unethical if not illegal in my opinion.  I will be searching out for other car dealerships doing this and will report them as well.  I have since bought a car so am no longer on the market for a Maverick. I bought a ****** Sentra but definitely my first choice was a Maverick. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2023

  *******,

  We again thank you for bringing this to our attention and have worked with our 3rd party vendors on this matter.  As stated previously we have put safe guards in place to ensure that we are taking all necessary steps to avoid any additional pricing confusion for our guests. Transparency in our pricing is of the utmost importance to us here at Puente Hills Ford. 

   

  Thanks,

   

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

  General Manager