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:12/17/2024

  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.

  Hello.I was browsing Autotrader and came across an advertisement for 2024 **** Mustang VIN ***************** for $4,574. I screen shot pictures to make sure I read it correctly and contacted the dealership and submitted a cash offer. Once I said that I wanted the advertised price they stopped texting. I want the car for the advertised price.

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising 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.

  Hello. I purchased and took delivery of a vehicle, a used 2018 **** F-150, from this dealership on Feb. 11, 2023. When I returned home, I filed the documents and only recently accessed them last month when preparing my 2023 tax return for filing. I noticed on the sale contract that I was charged $600 for a surface protection product (Zaktek sealant) that I never ordered and specifically declined. In fact, the document titled "Work Promised to be Performed at Time of Sale" shows NO work orders. Service records will show that this work was never performed on my vehicle under my ownership. My wife called the dealership on two occasions to discuss this, and her calls were never returned. The most recent call was on Oct. 7, 2024 at 10:10 a.m. She spoke with ****** who said he'd give her message to the finance manager, who never called her back.

• Initial Complaint

  Date:08/23/2023

  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.

  I purchased a brand new car in May 2023 from **** frontier. on 8/22 my rear passenger window stopped working and is currently down. I contacted the service desk and was advised to bring my car in at 3pm. Once I arrived, I was told the car would not be looked at until the next business day. I stated to the service representative that, I have work and that would not work. I was then advised to stop to the service desk the next morning to get a quick diagnostic, as I was being helped by another gentlemen, he stated that I would have to check my car in and he does not have a time limit as to when my car would be seen. I asked then asked if they could provide me with a loaner car or reimburse me for a car rental. I was told they do not have loaner cars and I would need to pay for my rental. for a car only being two months old with less than ***** miles, there would be a sense of urgency and better customer service in terms of providing reimbursement/loaner car. I have now wasted an entire day, and my window is still stuck in the down position interrupting my commute..

  Business Response

  Date: 09/05/2023

  Unfortunately **** only provides loaner cars in situations where the vehicle cannot be operated and the parts for repairs are not available. Given the fact we have not yet diagnosed this vehicle we cannot assure a loaner will be provided until the diagnostic is complete. If the customer would like to schedule an appointment to have the diagnostic completed we will expedite the process. 

• 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 placed a refundable deposit for a **** Mustang Mach-e on May 3rd, 2023. I spoke with salesperson ***************************, who assured me that the deposit would be refunded if there I were to cancel the order for any reason. He explained it would either be refunded to my credit card or they would issue a check.I have decided to cancel my order and I have been unable to get in contact with anyone at the dealership. I have sent multiple emails and made several calls, and either get no response or I am told the manager is not available. I cannot get my refund because I have been unable to cancel my order.

  Business Response

  Date: 07/12/2023

  On July 11, 2023 I spoke  with ******************************* to apologize for any delays in receiving his refund deposit in the amount of  $500.00.    ******************** check has been printed and he will be picking up his check on July 12, 2023.

  Customer Answer

  Date: 07/12/2023

   
  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:Sales and Advertising 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 placed a reservation for a Bronco on August 6, 2020 to be fulfilled by Frontier Ford. I converted this reservation to an order for a 2022 2-door *************** in November 2021. The Bronco was delivered and purchased at the end of September 2022. Original order price was $2000 less than the window sticker price at the time of delivery. Dealership informed me they would get price protection directly from ***** and would pass this along to me if I pay the full, increased, current sticker price. I purchased the Bronco at this time based on these details. The Bronco needed some work due to minor shipping damage, and about a week later when I went back to pick it up, I was informed by the sales manager that the price protection rebate would be available soon. I've attempted to follow up with the dealership many times since this, and I am always avoided and get no response. I left a ****** review, and they responded with contact information that was the same as I was already attempted, and I continued to be ignored.Information for MY2022 Bronco price protection is compiled here: *********************************************************************************************************** and based on the dates outlined above, indicates my vehicle qualifies for the value in column B, $2000, exactly matching the difference between the order price and the delivery sticker price. I'm looking to receive a refund of this amount, as was communicated by the dealership at the time of purchase.

• Initial Complaint

  Date:02/17/2023

  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.

  I just bought a brand new 2022 **** F-150 Tremor from Frontier Ford on 2/10/2023. The morning after I bought it, I noticed the front drivers side tire rubs the frame when I am in reverse with he wheel turned. I reported this immediately to the sales guy who told me I would get a call early the following week to schedule time for me to bring it in. After not receiving a call and multiple follow **** I finally got them to get my truck in. I dropped it off, they briefly looked at it and called me saying tire rub is normal on the truck. I belong to F150 tremor forums and others are not having the same issue. I also find it hard to believe that **** says they are okay with a brand new $72k MSRP truck having tire rub. It is clear the tire is rubbing because it is marking up the frame. I am looking for nothing outside of having the issue resolve. Truly my experience with Frontier Ford has been so bad, I would prefer a different dealer fix it but unfortunately it I bought it there. The only positive experience at the dealership was with the sale guy Will. He has tried to help and went outside of his normal job to get me in. Having terrible management should not be reflected on him and the great join he did though out the buying process. I have done some research online and found a few others that experienced the same issue and their dealership was able to fix it by adjusting the crash bars and the frame protector. I find it completely unreasonable that Frontier did not do anything to try to resolve the problem outside putting it on a lift and saying that is normal. Any help to get this resolved would be greatly appreciated. I want to be clear, I am not seeking anything outside of getting the issue resolved.

  Business Response

  Date: 02/22/2023

  Contacted customer this morning to address concern. Customer stated he does not want to return to the dealership and has an appointment somewhere else to check the vehicle.

• Initial Complaint

  Date:10/06/2022

  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 ordered a ************************ through Ford website on 11/30/2021, and chose Frontier Ford as my local dealership. Frontier Ford accepted my order on 12/2/2021. While waiting for the car being built and shipped, I contacted the dealer multiple times for the order status. When the car was about to deliver, I visited the dealership on 10/3/2022 to discuss the pricing. There were some arguments about pricing in the process since the dealer won't accept $1000 price protection (which they acknowledged in 03/2022 through text message) on top of x-plan pricing. When I asked why, the sale manager became very emotional and yelled that ok we will not honor you x-plan price and only price protection. I was about to accept the fact and asked for the pricing details with price protection only, and went to use bathroom while waiting. After I came out from the bathroom, the sale manager told me my order was cancelled in their system and they sold the car to another customer. I showed them I didn't cancel my order by logging into my Ford online account which showed the order is valid and the car is about to deliver soon. The dealer then told me they would contact the other customer to switch to a different car in their display room, and would update me soon. However, I didn't receive any reply from the manager after that. I called on 10/4 and was transferred to a voice mail, and no call back after I left voice mail. Since my Ford online order is still valid, I moved forward to checkout process online and got Ford Options financing approved. Then it shows I need to sign the paperwork at dealer. I also received text and email from different people of the dealer, but no more response after I provided my order details. Later on 10/4, I found my reserved car was listed on the dealer website for sale with a markup of ******* It proves that the dealer lied to me since the car was not actually sold yet.