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:07/18/2025

  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.

  On 4/26/2020 I went to purchase a **** mustang from North county Ford in the finance office I specified I wanted the **** extended warranty and not an aftermarket warranty. The finance manager ******* ********* at the time assured me that what I was getting was the **** extended warranty while my paperwork it shows profolio elite 72 months or ******* miles. I now only know I didn't get the **** warranty because I wanted to check and see if there was anything in the warranty I could take advantage of upon looking at my contract and pulling up the website not only was it not an extended warranty it was roadside hazard plus key replacement for 36 months. So I was charged $3,995 for a warranty I did not want or request, and did not reflect what was in my contract. Below I have attached screenshots from the warranty website and my contract.

• Initial Complaint

  Date:07/05/2025

  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 agreed to purchase a 2021 ******* GV80 for $42,885.01 on 5/30/****** was delivered to me 6/6/25. I discovered the manufacturers 10yr/100k powertrain warranty was not transferable to a new owner on 6/13/25 and immediately called, texted, and left a voicemail for *****, my sales ***.Prior to the sale, ***** assured me there was warranty and provided the Carfax and a warranty check document showing remaining months and mileage, which led me to believe coverage was still valid. However, it did not clearly state that the warranty would not transfer.I kept logs of my attempts to reach out:6/16: Followed up with ***** via email 6/20: Called and was told ****** ******** would call me back 6/20: Called again, left ****** a voicemail 6/20: ***** ***lied via email saying he was out of office and forwarded my email to management I never heard back 6/27: Called in, spoke to sales *** ****** who forwarded my concern to **** ******** **** texted me saying he got busy and never called back 6/30: I emailed **** directly. He responded that the dealership would not offer any assistance and referred again to the same unclear warranty document He also claimed ***** never discussed warranty with me, which is false I ***lied again, asking the dealership to reconsider based on the lack of clear communication, but received no further response. I no longer feel the dealership is taking accountability for the mis***resentation.This reflects a lack of transparency and poor customer **********************. I believe a good-faith resolution is warranted. *** offered to split the cost of a third-party powertrain warranty if the dealership refuses to cover it entirely. The quote I received for equivalent coverage from the manufacturer is $6,400.

• Initial Complaint

  Date:05/20/2025

  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.

  Ive brought my 2015 **** Focus to the dealership (North County Ford) three times for the same transmission issues: erratic shifting, warning lights, and drivability concerns. The car has the DPS6 transmission, which is known for problems and covered under an extended warranty for the ****The dealer is now trying to charge me $4,783.27 for a clutch, clutch levers, and slave cylindereven though those parts were already replaced less than ***** miles ago by a certified mechanic using a LuK kit (L07233). I believe they are misdiagnosing the issue and attempting to charge for non-warranty repairs instead of addressing the actual problem.I have documentation and texts from the dealer to support this. I need **** to review this situation, ensure warranty coverage is honored, and stop the dealership from pushing unnecessary costs.

• Initial Complaint

  Date:02/05/2025

  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.

  We received advertisement from ****************** **** Customer ********************** Division ************************************ with Customer Satisfaction Program ***** February 2024 stating: "Although your vehicle's Diesel Particulate Filter (***) is likely functioning normally, we are pleased to let you know ****************** is offering a repair if the *** requires replacement within certain time and vehicle mileage limitations. "On your vehicle, the *** may become damaged due to hydrocarbon contamination. The Malfunction Indicator Light in your dashboard may illuminate. If required, replacement of your vehicle's *** is available. This repair is available for a total of 11 years or ******* miles from the warranty start date, whichever occurs first." "If your vehicle requires replacement of the *** and your vehicle is within the indicated time and mileage limitations ****************** has authorized your dealer to replace the *** free of charge (parts/labor)." **** scheduled an appointment with North County Ford for July 23, 2024. We presented the service manager **** ********* with our form showing the free repair. He took our van, called us back to pick it up a couple days later and we have a $1146 bill attached. They did a 13 point check on the vehicle too so we assumed it was for other things needed to make our van 1000% great! We get 1 mile down the road, same code comes on. Bring back. Another bill of $1395 this time from a new 13 point check. This occurs several times til we are stranded in another state AZ January 29th, 2025 doing what **** ********* suggested us to do. Drive to make sure their work was done correctly. We brake down in AZ We towed to ********* **** in AZ to be told for the first time that the *** that we thought they replaced on first visit was never cleaned or replaced and its not covered under the free repair cause no code p2002 shown. Our letter clearly shows the coverage is time and mileage limited not code limited.

• Initial Complaint

  Date:12/04/2024

  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.

  I leased a new 2024 **************. My old vehicle was sold to them as part of the deal. They paid off the outstanding loan of ******. The car was valued just over ******. I was told i would receive my check in the mail in about 2 weeks. The lease and sale was conducted November 2. Ive followed up with the business 4 times since the 2 week waiting period. I was told it would take an additional week as there was a holiday, mail service was inactive. I received an email from my bank that the loan was paid and title was released. I again called the business to ask about MY check for the remaining bear ****** of positive equity owed to me. As of today i have not heard back nor been called back with an update.

• Initial Complaint

  Date:11/18/2024

  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.

  In January of 2023, I purchased a 2016 **** Fiesta Titanium with 26k miles on. I also purchased an extended warranty, their supreme package which they exclaimed was a bumper to bumper warranty that covered everything besides service/maintenance. Today, 11/18/2024, I brought it in for a check engine light and AC malfunction. Both issues were related to each other, they claimed that they charged hourly for diagnostics and would not charge for CA state issued dealership vehicle checks. They quoted ***** for a total of 3.9 hours of work. They finished in less than 2 hours and explained that the warranty does not cover what was issued and was more specific to part numbers. They want ***** total for their diagnostics, which is not equivalent to the amount of time they took. It seems to be an over charge that is not explained. I talked to a dealership representative and they explained that it seems the warranty should cover it. Talking to the toll free number service referred me to, they said no, its not covered, that certain parts do not get covered. I explained some of the verbiage they use in the contract is very generalized and they basically explained they cant help. My complaint is that the sales team, did not explain in detail what the warranty actually covers. Theyve said numerous times it covers everything as long as its not service/maintenance. I bring it in for a check engine light, which engine parts are supposed to be covered by the warranty, and suddenly the parts are more specific to components not affecting the engine. On top of that, they are over charging for the time it took to make diagnostics. I brought it in at 7:15 am, left at 7:35, received results at 9:41 am. They spent about 2 hrs 5 minutes, including the time it took for the not charged CA vehicle maintenance check. I feel as though they are misleading on what theyve sold and are turning technicalities against me to save the dealership money and commission.

• Initial Complaint

  Date:10/17/2024

  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.

  8/13/2024 I dropped off my **** Fusion for 2024 for Stalling issue. service advisor ****** ******* called, it will be $815.28 to fix Throttle body for stalling issue, but they found brake system issue asked for approval of another diagnostics fee. I agreed.8/23/2024 I paid $5523.22 for stalling issue and brake system. I picked up my car.9/27/2024 Stalling again. I was able to restart the car and continue driving.10/1/2024 dropped it off at ****.10/2/2024 ****** told me it was possible due to fuel too low or wasn't driven enough. Fuel wasn't too low because I drove at least 40 miles after stalling happened. But I picked up my car. I filled my fuel tank on my way home. 10/3/2024 I drove to ***** (15miles away), when I almost back home, my vehicle stalled again. I was able to restart it again and dropped it off at ****.10/4/2024 ****** asked if I top off when I fill my gas tank. I told him I never do that.10/8/2024 ****** told me that he and the mechanic want me to continue driving it. I refused and said 'until when? Someone rear end me?'10/9/2024 ****** called to ask my permission for their mechanic to drive my car back to ******** so they can put scanner on to duplicate stalling. I agreed.10/14/2024 ****** asked me to replace front driver side tire for $247, so they can safely drive my vehicle for a scanner code. I agreed. One hour later, he called again said both front tires needs to be replaced for alignment's sake. I refused. He told me service manager **** will give me a call. No phone call or text message ever since. Before 8/13, I had never noticed any brake or tire problems. My only issue was stalling. Now I paid $5523.22 to continue driving a car stalling every trip. Please help, I don't know how much more I have to pay. I'm 67 years old widow lives along. My social security check is $1700/month. My car is my only transportation. Now it is always in the shop unless I continue driving it like they suggested.

• Initial Complaint

  Date:09/18/2024

  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.

  We took our vehicle in for a routine oil change on Monday, September 9th, 2024 to North County Ford, Vista. We haven't experienced any issues with the vehicle and when we picked it up, my husband was a couple blocks away from the dealership and the car basically exploded. The engine was vibrating, smoke coming from the engine. He was able to slowly drive the car back to the dealership where they then performed an additional diagnosis. The next day, they let us know the engine was shot because of a lapse in oil changes (we went over by ***** miles) and to get it fixed, it would cost $17K and the extended warranty we purchased was not going to cover it due to our negligence. We took a perfectly healthy vehicle into their dealership (2020 **** Explorer with 51K miles) for a routine oil change, there were no callouts during that time of an engine malfunction and they gave us back a car that exploded, without any options, outside of paying $17K to fix a problem that seems like they created.

• Initial Complaint

  Date:03/06/2024

  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.

  I took my truck to North County Ford and explained that I was having trouble with the transmission. On 2/21/2024. The next day they told me that it was the plugs, which of course weren't covered under my warranty. So after $520 I picked it up and within a hour I took it right back to them because it was still doing the same thing. They contacted **** to figure out what was wrong. **** told them to replace a valve. Had to wait for it to be ordered. Then they sent the wrong one, had to wait for another one to arrive. After they replaced the valve it was still doing the same thing. Finally they checked the transmission and found metal shavings all in the fluid. It had now been over 6 weeks and today I was told the transmission was approved but it will be a additional 2 weeks before I get my truck back. This is ridiculous. By that time it will have been there for at least 8 weeks. At this point I feel they should buy it back.

• Initial Complaint

  Date:03/04/2024

  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.

  Horrible customer **********************. They would keep my car for weeks with no communication of what was wrong with my vehicle after dropping it off. Took my vehicle in 2021 was experiencing my car running rough when accelerating. Felt like the vehicle why trying to catch up when you press on the gas. This vehicle had a Saftey Recall 22S43/22V413. Also had a Technical Service Bulletin 2.0L EcoBoost Coolant in Cylinders, causes vehicle to run rough. We had both of these done at this dealership. We had to pay for the Bulletin. I had to take in this vehicle more than once for this same problem after being supposedly being fixed. After taking this car back again in 2023 for same thing we paid over $2,000 again to be fixed. As I drove it home the car felt no different. I had to take back. It was put on invoice they drove the car. Impossible because they would have felt what the vehicle was doing. The dealership now is telling me I need to pay them $7,000 because the problem is the transmission and needs to be replaced. I want them to replace the transmission at no cost. I have giving them since 2021 close to $6,000 for a 6 year old vehicle with the problem the vehicle it is having the reason we keep taking it in to be told every time it is doing it for a different reason. I feel they are not doing a throughly job finding what the root of the problem is and keep guessing. The frustration for how long to get answers from this dealership is ridicules. I have to keep calling them and leaving messages and have to drive down there to let them know that I cannot get anyone to answer my calls.