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:12/30/2024

  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.

  I purchased an 2021 F-150 in April 2024. After driving this truck for 7 months, the engine light illuminated while driving on the expressway triggering a sudden down-shift making me lose control of the vehicle. I immediately had this truck serviced at the dealership from which I’ve purchased it & after 13 days of them trying to duplicate what triggered the engine notification, the result was they did find that there is a service bulletin to do a overhaul on a engine- that is actually covered under powertrain warranty. Upon acknowledging this issue I decided that I no longer wanted this truck. The service bulletin was prior to me purchasing this vehicle and they sold it to me with these problems without inspection. This truck has less than 29k miles and this problem existed prior to me purchasing this vehicle. They refused the “buy back” option so I’m stuck with the options of trading it in or out right putting a “for sale” sign on it. A total engine rebuild is unacceptable and I want my money back. They didn’t offer me a loaner vehicle so I had no transportation for 2 weeks due to the lack of communication during the holidays. I would never recommend a Ford truck to anyone buying or looking for reliable vehicle.

  

  Business Response

  Date: 12/30/2024

  We are sorry the customer has had a frustrating experience with his vehicle.  There is no way we could have known of this condition seven months ago, and are not able to honor his request to refund his purchase from April.  We are working diligently with Ford to get his vehicle fixed and the transmission back in working order.  We apologize for the delay in this process.

   

  Customer Answer

  Date: 01/07/2025

  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. The service bulletin for this vehicle was issued prior to my purchase in April and due to the neglect of maintenance, short staffing, & communication difficulties makes it almost impossible to service the vehicles in a timely manner.  The general manager declares that Ford has had bad experiences with all the transmissions of vehicles purchased since 2014.  I want money money back to buy a more reliable means of transportation.  
  **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: 22746454
   
  
  
  
   

  

  Business Response

  Date: 01/08/2025

  A service bulletin is not a request to do work.  It just a notification that if a customer has a specific issue, the bulletin shows us how to conduct the repair.  It does not mean that every vehicle that has that bulletin attached to it will have the same problem.  We would not have been able to know that the vehicle would have transmission issues seven months later.  Additionally the vehicle is covered under warranty, and is getting fixed.  For those reasons we cannot honor the request.

• Initial Complaint

  Date:10/18/2024

  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.

  On 10/18/24, I reached out to Sheridan Ford to discuss a vehicle they had posted on their site. I spoke to Nick Kelly. He confirmed the price over the phone at $113,855. He then texted me separately to confirm that the previously stated price that was on their site would be the sales price. I called Nick back to work through the deal and give him information for him to put together the finalized proposal for financing.
  
  I received the proposal with and additional $30,000 added to the price. I called to find out what happened and he said sorry I was wrong on the price. I then asked to discuss with the sales manager, Kyle Smith, who stated Nick is new and was wrong and he's sorry but he will not honor the deal.
  
  Verbal and written confirmation on several occasions followed by a markup without any explanation or notice is unethical and a scam. This dealer should honor the deals their representatives make.

• 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.

  I own a 2018 Ford F-150 that I brought to this dealership for a check engine light when my truck had 70k miles on it. The dealership diagnosed a bad catalytic converter and acknowledged that it was under warranty but stated that the part was on backorder. So they ordered the part and cleaned the catalytic converter so it would function better and the check engine light would go off. I was then told that this would happen again and when it does, bring it back and we'll put in the new catalytic converter. The check engine light came back on last week so I brought it back and Sheridan ford is saying that it's now out of warranty and they want to charge me $4,500.00 to replace the catalytic converter, when I have documentation from them showing that this issue started while it was under warranty.

  

  Business Response

  Date: 07/12/2024

  We have applied to Ford for an exception for this customer's issue.  We were hoping to have a response before the BBB required a response, so we apologize for the delay.  As of right now there is no coverage for the customer's issue because several years transpired between the initial issue the customer had and the current problem.  We have no record of subsequent complaints about the issue with the converter until this last problem.  As a result, for now, Ford has denied the out of warranty claim.  We continue to try to help the customer out, but we do not have an answer yet.

   

  [email protected]

  Customer Answer

  Date: 07/17/2024

  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.As shown in my initial report to the BBB, when this specific issue initially began, my vehicle was under warranty and Sheridan Ford did not have the part. I was instructed by a service representative at that time that they would order the part but in the meantime, they would clean the catalytic converter so that it functioned properly and so the check engine light would come on. I was then told that when the check engine light comes on again, to bring it back in and they would then put in the new catalytic converter. Now, maybe they didn't think it would take this long for the check engine light to come on, but it did. In between the initial time and now, I have had my vehicle in for service at least 3-4 times, and at any of those times, they could have made the repair if they had the part in stock, but they never did. We're getting close to a month now in dealing with this situation and 've had minimal communication from the dealership aside from "we continue to work with FORD on this issue." I reached out again yesterday for an update and never heard back. If Ford as a company isn't going to do the right thing here, Sheridan Ford as a business should do the right thing.
  **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: 21925461
   
  
  
  
   

  

  Business Response

  Date: 08/06/2024

  We were able to get assistance from Ford and we also contributed to helping with the bill.  In the end the customer only paid $1500 which he paid today.  As far as we know this claim is completed and the customer is satisfied.  The customer has paid and picked up his vehicle.

   

• Initial Complaint

  Date:10/30/2022

  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.

  I purchased a vehicle from the listed party and found that they increased the price within the paperwork by around $1385 after sending me email confirmation the correct agreed upon price. Also, now that I had the vehicle less than a week I found that the windshield washer fluid container has a hole in it and when I let the dealer know about it on the third day of having the vehicle they said it’s a wear and tear issue but how could it be if I only had the car for three days at that point. When I purchased the vehicle They had assured me that there was no issues with the vehicle and if i find any issues they would take care of it but now they are not following through. Please help me

  

  Business Response

  Date: 10/31/2022

  After reviewing the customer's complaint, we did find the discrepancy in price he discussed.  We have sent the difference amount to the bank so that problem has been corrected.

   

  As for the issue with the windhshield wiper tank, we were not aware of this issue, and since it was not found prior to delivery, only a week later, we are not going to repair it.  That being said, the customer did purchase a warranty, and we have worked with them to make sure that they will cover their end of the repair if the warranty covers the issue.

  Thanks!

  Customer Answer

  Date: 11/23/2022

  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.
  
   recently filed a complaint about the business in question and thought that (complaint ID# 18334932) after I was able to speak to the VP that I would be helped but I was wrong. He informed me that I would be refunded the funds that wasn’t suppose to be charge ($1385) in the first place but later I came to find that the entire amount of the funds was we actually not refunded and actually shorted by $416. I only received a refund for $969 when I was told by the VP Chip Sheridan that I would be refunded. Also, the response statement to the original complaint by the Sheridan Ford is beyond false. They did not only not provide a full refund but they are also are not helping me with the maintenance issue I am having with the car. They want me to go through the additional warranty I purchased knowing that I just purchased the vehicle so these issue should not be happening, knowing that it takes 30 days for the warranty to kick in, and knowing that I would have to pay a deductible. They are not only not helping me with my issues but there are also not even responding to any of my emails at this point especially when I told them a day after my original email to the noise is coming from the vehicle that can be a ball joint or suspension issue. I shouldn’t have to come out of my pocket at all for something I had less than a week when the issues started. This is not how good businesses do business
  
  
  Regards,
  Complaint ID: 18334932
   
  
  
  
   

  

  Business Response

  Date: 11/23/2022

  Business

  Most Recent Message

  Date Sent: 11/21/2022 10:12:36 AM
  

  We have a sent a check to correct the $416 shortage issue.  As for the issues with the vehicle, we were unaware of any issues at the time of delivery.  The car was subsequently shipped and driven, and there is no way of knowing when these issues started.  Additionally, we will make any repair we promise at delivery, but are not responsible for issues that might occur after delivery.  As far as we are concerned, the issues the customer says he has with the vehicle itself are outside of our control or responsibility.