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:11/20/2024

  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 bought a 2023 Ford Bronco brand new in march of 2024. From the first week I had it I was having connection problems with te wireless Apple carplay. It would connect but not have sound. Then the screen would lock up or I would get a black screen when I started the truck. This would happen about 33% of the time. I have taken the truck in multiple times to Boulevard in Lewes and have been told each time that it needs an update. About four months ago i was told that there was a recall on the radios and I needed to wait for that. Once this recall came out I waited for my next oil change. When I called in they told me that my radio was not part of the recall. They tried to update the truck anyway. The update failed five times before it took. That was late yesterday. As of this morning the radio actually got worse. It connects then disconnects from the carplay. When i reconnected it I got a black screen that wouldn't do anything. I then had to reset it again. The radio has not been fixed and the service manager keeps telling me that it just needs a software update. This is not working and they are refusing to do anything about the problem.

  

  Business Response

  Date: 11/21/2024

  Thank you for bringing your concerns regarding your vehicle to our attention. We understand that any issue with your new vehicle can be frustrating, and we appreciate the opportunity to address this matter. I have spoken with the Service Manager **** ******* in regard to this matter.

  Firstly, regarding the technology issue you've encountered, we want to assure you that this is recognized by Ford Motor Company under a Special Service Message. I have attached the SSM to this response. Ford acknowledges this issue and is actively working on additional software enhancements. This situation is not isolated to our dealership but is a manufacturer concern that Ford is addressing through upcoming updates. They are developing the necessary software update, which will be available as soon as possible. Please keep an eye on Ford's official channels or contact Ford directly for updates on this matter.

  Concerning the incident during your last visit, we must address the behavior exhibited. While we strive to provide the best service possible, we have a zero-tolerance policy for verbal abuse towards our staff. We kindly request that all future interactions remain respectful, as mutual respect is important for problem resolution. 

  We also want to inform you that if you prefer or find it more convenient, warranty work, including any related to this issue, can be performed at any authorized Ford dealership across the country. Should you wish to have another Ford dealer address your vehicle's needs, please feel free to do so. However, we are committed to providing you with the best service and would like to resolve this matter with you at our dealership if you're comfortable.

  We hope to resolve this to your satisfaction and look forward to continuing to serve you as a valued Preston customer.

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22581911

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/20/2024

  Type:Billing 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.

  In May 2024, my husband brought my 2017 Ford Edge to Boulevard Ford because the check engine light was on. He expressed concern that there was a problem with coolant leaking into the engine. The business reported that it was not the engine but a spark plug issue and charged me $1,046.69 to fix it. Approximately three days later, the check engine light was on again. I brought it back to the dealership and this time they reported that it was the arches supporting the spark plugs. I was charged $637.24 to fix the problem. Ten days later, my check engine light was on again. They diagnosed the problem as coolant incursion into the engine. The stated that I needed a new engine and it would cost over $7000. The national Ford dealership agreed to cover $2900 and the dealership said that they would cover $1000 (after I complained that they had misdiagnosed the problem two previous times and had already charged me $1600 for work). The new engine cost me $3386 out of pocket and took them six weeks to complete. I approved the work on June 26 and was told it would take 10-14 days to finish. It was completed on August 8. Not only did the business misdiagnose the problem two times, but took six weeks to complete the work, leaving me without a car for more than a month and a half. This lack of car cost me additional time and money to get back and forth to my job. I repeatedly called to check on the status of the car as the business infrequently updated me on what was happening.
  
  I called and spoke to the manager to express concerns and was told that they did the best they could under the circumstances, citing a national hacking of dealership online information.

  

  Business Response

  Date: 09/27/2024

  During my investigation I spoke with the Service Manager and found the following. The customer presented an issue that was later to be found concerning coolant intrusion in the motor due to a defective head gasket. The Service Manager took responsibility for the misdiagnosed problem and later gave $1,000 towards the solution. Upon evaluation, the Service Manager proceeded to request financial assistance from Ford on behalf of the customer. Concurrently, an application was also submitted to Preston for Life. Ford's response, which arrived after a brief deliberation period by the customer, coincided with an offer from Preston for Life to finance a used engine replacement.

  
  The customer elected to proceed with Ford's option, which, although more costly, included a new remanufactured engine with a three-year warranty. The Service Manager stated the customer expressed satisfaction with the $1,000 contribution and consented to proceed.

  
  However, the repair process was delayed due to external factors, including a significant Nationwide outage of a critical service software (CDK) and the unavailability of certain required parts. During this period, the customer, in conversation with a service advisor, indicated they were managing with a borrowed vehicle and thus did not require a loaner while their vehicle was being serviced.

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  There is inaccurate information in the business’s response.The service manager never offered me a loaner vehicle.  When we were waiting for a response from Ford national, the service manager said I could take my vehicle home and drive it.  When I expressed concerns about the safety of the vehicle, they said I could leave it there. At no point was there ever a conversation about a loaner vehicle because I would have gratefully accepted one.  That would have eased the burden of this experience.There was never any involvement with “Preston for Life”as I did not buy the vehicle from Preston and am not a member of that program.
  
  
  Regards,
  Complaint ID: 22315446
   
  
  
  
   

  

  Business Response

  Date: 10/03/2024

  Continuing my investigation I spoke with Service Manager **** ******* and Service Advisor **** ******* The warranty used was in fact not Preston for Life, it was Fidelity Warranty, but there was a secondary warranty claim pursued. 

  Service Advisor **** ****** stated that she had no service loaners available, but the customer stated that she was using a family/friend's vehicle. 

• Initial Complaint

  Date:06/05/2024

  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.

  I purchased a vehicle from Boulevard Ford in Lewes, Delaware on February 15th 2024. Shortly after receiving the truck here in Georgia (Via delivery), I started experiencing a mechanical problem with the truck.
  I have attached a PDF copy of my complain letter to you. I have also attached 7 other relevant docs (pdf) that may assist you in your investigation to help me in resolving this issue. Thank you.

  

  Business Response

  Date: 07/02/2024

  Response is attached.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  

  Response to: Boulevard Ford My concern has never been with Ford Motor Company and their recall (Process).
  
  My problem is with Boulevard Ford for:

  (A). Having knowledge of the recall that Ford issued and not doing due diligence to inspect/service the vehicle to make sure this defect was addressed before selling the vehicle. 

  (B). Sold the vehicle with Pre-existing mechanical problem (Bad Cam Phasers). 

  (C). Not honoring the 90 days dealership warranty that was extended to me in my agreement on purchasing the vehicle.

  (D). Selling vehicle without emission test done.
  
  I intend to explore further actions until/unless a amicable solution can be reached.

  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21806460

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 07/19/2024

  Response is attached.