Complaints

This profile includes complaints for Freeway Ford, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freeway Ford, Inc.

  4471 E Evans Ave Denver, CO 80222-5022

• 

  Freeway Ford, Inc.

  5250 E Evans Ave Denver, CO 80222-5222

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:07/22/2025

  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.

  I put my vehicle in their shop because my engine went out. We called the warranty and it was approved to be fixed. The dealership ended up telling me that I needed to pay three hours of teardown time. The warranty told me they paid 4.7 hours over the asking amount. The shop is being paid for a short block, but submitted repairs for a long block. After they submitted all of the necessary paperwork to the warranty company to fix my vehicle, they are trying to make me pay for an additional teardown amount. I have only agreed to pay for the teardown if it was denied, but it was not denied. It was approved. Even though my vehicle is fixed I cant get it until I make a payment. I also read the only way I am supposed to make any payments as if the warranty company didnt cover certain repairs. They covered all the repairs that needed to be covered and then some. I feel like I am being scammed.

  Business Response

  Date: 07/28/2025

  This issue has been resulved, the customer paid $160.00 and the dealership absorbed $422.17.

• Initial Complaint

  Date:02/11/2025

  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.

  I dropped my **** Escape off to **** Freeway on 1/31 to have 2 recalls fixed. I recently purchased the vehicle and there was no damage. I picked it up today and there were two cracks in my windshield that were not there previously there. The office stated that the loss occurred when my car was driven, by their employees, to the body shop. In addition to the windshield, my front passenger side door will also now not open. It was working fine before I brought the car into ****** Freeway Ford. Now I'm being told to bring the car that was damaged back in, but I am uncomfortable since damages that have already occurred to my car happened with my car in the shop custody. I was told by *** ********* that it will not be ********** these losses occurred with the car in the possession of the shop, the loss should be covered by the company, not me. The business refuses to give me their commercial policy information for the garage keepers liability coverage.I have filed a complaint with *********** (CXH-03578886-C5J2B5). I just want them to pay to fix the damages they caused.

  Business Response

  Date: 03/06/2025

  The windshield was cracked because of a rock chip, this was caused by an outside source, this is beyond normal liabilities and I advised her to contact her insurance company.

  
  As far as the door is concerned, I told the customer to take the vehicle to another **** to finish the recall. I instructed her to have them look at the passenger door to see why it would not open and if it is determined that it was something we caused have them to call me and I would take care of it. It was determined that the door panel was installed incorrectly,and I have subsequently paid the repair of $400 in full to the other dealer.

  
  

• Initial Complaint

  Date:01/31/2025

  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 January 22, after 4 months, I picked up my car at Freeway Ford,It was taken in the middle of Oct, for repair. I did not drive it again until Jan. 28. It was not fixed. I had to call *** to get home. I tried it again on the 29th just to make sure. Again I had to call ***. I called ************ again as the car was not fixed.They wanted to start from the beginning as if they haven't had it 4 months. I told them it would not do. They previously refused me a loaner car saying my car was too old. What I want them to do is give me a loaner car and fix my car.

  Business Response

  Date: 01/31/2025

  ******** had possession of her vehicle for 2 1/2 months while waiting for a back-order part. She returned at the beginning of January to have the part installed, after completing the repairs last week we returned the vehicle. The customer called in on the 29th stating she was still having issues with the vehicle and asked if we would cover the tow bill. I instructed the service advisor to inform her if the vehicles issue was caused by the something we just repaired that we would indeed cover it, we have yet to see the vehicle. The parts we installed are covered by *************, and if we make the wrong diagnosis any money spent by the customer will be applied towards the repair.   

  This vehicle is a 2016 model with no warranty or rental coverage, and we do not offer loaner vehicles.

   

   

• Initial Complaint

  Date:07/21/2023

  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 made an appointment for Thursday July 20th at 7am for them to fix what they broke in a previous warranty repair. I arrived early, and that morning asked them to add an oil change to the service. While they were doing their work, they managed to lock the parking brake and claimed it could not be unlocked. They also said they could not fix it that day, they could not give me a loaner car to get to work, provide a shuttle home, nor a rental car while they remedied this. I had them call the ************ center in Broomfield to see if they could fix the problem for them. They did. Then they dismantled the parking brake so the car could be moved from the service bay and driven . Now the parking break did not work, the cruise control and lane control did not work, and there was and still is a continuous alert beeping about the parking brake. I drive for Uber and am unable to take passengers with the alarm continously going off. ********** could not get the car diagnosed this week. I escalated to **** central *****************

  Business Response

  Date: 07/24/2023

  ******************** vehicle is equipped with an electronic parking brake, it is a simple switch similar to a power window switch. We simply set the brake and it wouldn't release when the oil change was completed, **************** uses the term "they managed to lock" the brake as if to imply negligence. We did not have an available technician to diagnosis this type of concern at that moment and **************** lives 35 miles from this dealership. We did offer offered to unplug the connection to the parking brake (not dismantled it) so he could drive it to a dealer closer to his home. Furthermore, **************** was advised that he would have warning lights on because of the unplugged connector. I also told **************** if by chance this concern was caused by Freeway Ford, I would take responsibility, but it needs to be diagnosed first to determine that and he would be responsible for the that cost.

   

   

  Customer Answer

  Date: 08/01/2023

  I post approximately $500 additionally, as I was unable to drive for Uber for one week with this alarm continuous going off. 

• Initial Complaint

  Date:06/21/2023

  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 brought my vehicle in for preventative service . The manager admitted to me on the phone that a technician had left my door open on my truck for a long period of time. This caused the battery to drain and possibly some underlying damage that I have yet to learn about. I was informed that my truck was not starting after this incident occurred. Since June 8th I have called almost everyday for some type of update or progress report. Everyday I have received the same answer were on it or the tech is looking at it. Somehow we have no results in nearly two weeks today is June 21st. I have been patient and tried speaking with the service manager *** and the service director ***. upon speaking with *** the service director he assured me Id have an answer but June 20th at the latest. When I spoke with both managers today I was hung up on instead of recovering any update or progress report on my truck. For weeks I have been recovering the same answer and none is fixing my truck I just paid them $2000. My truck is under 5 year warranty and they are doing nothing to honor the warranty or fix the truck.

  Business Response

  Date: 06/21/2023

  ************** is had brought his vehicle in on 6/7/2023 to have aftermarket body moldings installed, we were supplied the wrong hardware. The correct hardware was ordered on 6/07/23 and received on 6/12/23. I addition ************** had in his possession adaptors that were needed to finish the molding insulation, he hadn't dropped those off until 06/14/23. ************** is correct that the battery went dead when the doors were left open while the work was being performed on 6/15/23. I had spoken with him on the 06/16/23 and advised him that we had looked at it in the parking lot for a preliminary diagnosis, but we needed to make a spot for it in the shop because we were dealing with an electronic issue, and we needed some time with it.

  ************** had called the dealership on 6/21/23 and was speaking with the Service Manager and was repeatedly asked by the manager to allow him to respond to his questions but chose to continue to be combative. The Service ****** told ************** that he would call him as soon as he had a diagnosis and hung up. Shortly after he reached me and continued the same behavior, and I told him I understood now why the Manager hung up on him. ************** was demanding answers that I could not give him until I had a final diagnosis and refused to accept that as fact, and I had told him that I was ending the conversation. Has of this BBB response (6/21/23 2:46 PM) the vehicle is now repaired we had found the *** had somehow lost its program. We reprogramed the *** at no charge to ***************

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

   

• Initial Complaint

  Date:03/09/2023

  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.

  On the morning of Monday, March 6th, 2023, at about 8:15 AM, I dropped my car off because of a "check engine light" issue. I was informed that my vehicle would not even be looked at for a minimum of 48 to 72 hours. My vehicle has just been sitting in their lot for 3 full days now (all of Monday, Tuesday, and Wednesday), with (a) no work being done to resolve the issue, and (b) no one even assessing what the issue may be. What kind of a business does this?

  Business Response

  Date: 03/09/2023

  Good Afternoon.

   

  ***** was made aware of the time to diagnose his vehicle. That has been completed. It is 3/9 and within the window that was given. Please let me know what I have missed here? We are happy to review if we have not complied with our initial correspondence with you.

   

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

  Owner

  Freeway Ford

• Initial Complaint

  Date:02/22/2023

  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.

  January 2023, freeway ford charged me 1680$ to fix multiple things on my pickup truck. Instead of fixing it, they held the truck for an entire month, they deliberately sabotaged the thermostat and 4x4 system in order to tell me that I needed a completely new engine for 12,000$. When I took it to a different mechanic, they said the thermostat and 4x4 system looked to be intentionally hit with a hammer. They replaced the parts and the truck is working perfectly now. Either Freeway ford intentionally damaged my truck in order to persuade me to buy a new engine from them, or they are negligent enough to damage essential parts of the vehicle while trying to fix them. They also did not fix the problem of windshield wiper fluid that they charged me for. The other mechanic had to fix that as well.Freeway ford took advantage of me and lied to me about what they were fixing, lied about what was wrong with the car, and deliberately damaged my car.

  Business Response

  Date: 02/24/2023

  Hi ******,

  Thanks for the opportunity to respond to your inquiry. i understand that you recently purchased this vehicle from a third party. Your concerns were all present when we received the vehicle. Much of the time that the vehicle was idle was due to you making a final decision on how you wanted to proceed.

   

  We are sorry that these issues were revealed after you purchased from the third party.

   

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

  Owner

  Freeway Ford

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19447578
  
  I am rejecting this response because:

  the broker that I purchased the car from has documentation that proves these issues were not present before I took the tact to you. There was no problems until after I got the car back from freeway ford. Freeway ford failed to address the concerns in my complaint. They did not address that they didnt do the work I paid them to do. They did not fix my thermostat and they did not fix my windshield wiper fluid and they charged me for both.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/02/2023

  ******, back to your original comments about damaging your 4x4. Your receipt from *********************** shows they replaced the integral axle assembly. I attached an image of that part, and you can see it takes some disassembly to replace that part let alone hit it with a hammer, furthermore, it is an extremely common failure. Secondly your receipt states your vehicle was over heating because the engine was low on coolant and the thermostat was leaking. We would have repaired that leak under warranty since we had replaced that part. Lastly you were not charged for your windshield washers we advised you the lines were frozen. 

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

• Initial Complaint

  Date:02/21/2023

  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.

  Had car for over a month and not fixed. Also was in on 12/28/2022 and back again on 12/390/2022. Have to take it back in and changed tune and story on rental cars and willingness to help out with this.

  Business Response

  Date: 02/24/2023

  Hi *****,

   

  Thanks for allowing us the opportunity to respond. The engine control module that is needed is on backorder. I am sorry for the confusion.

  We do not have additional provisions for extended rental car. It appears we will have to absorb the cost of the 28 days of rental as Enterprise has just produced that invoice. We do not have internal rental cars at our facility unfortunately.

   

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

  Owner

  Freeway Ford