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:06/30/2025

  Type:Service or Repair 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 purchased a 2017 Jeep Latitude at Sam Galloway Ford on June 15th. The vehicle was Certified Pre Owned with a fourteen day window of return, a three month/4,000 mile warranty and a two year/20,000 mile warranty. The only visible issues were a bolt unsecured on the skid plate and a semi bad tire.After no one called on Monday the 16th, I returned on Tuesday the 17th and the bolt was repaired, while the tire was still in question.On June 20th I called the Ford customer help line and told them about a ticking noise. All of these calls have been recorded. I was told to bring it in to service as it may have to go to a Jeep dealership to be repaired.On Saturday the 21st, before going to *** Galloway, I stopped by Cape Coral Jeep to get an opinion. This is where I was shown the hidden damage done to this vehicle that was supposed to have been inspected. As the pictures show, the entire top of the engine has been duct taped together. The intake manifold is missing every bolt as well as broken vacuum lines and purge valves. This has caused multiple fuel injectors to fail, thusly making the ticking sound. Remember, this under went a 139 point vehicle inspection by *****I was given an indefinite loaner vehicle. I've driven the vehicle 100 miles at this point and consumed half a tank of gas. I also told them about brake issues that shudder when stopping.On Tuesday the 24th, after no callback from Sam Galloway Ford, I again called Ford.Apparently the tech that 'inspected' this vehicle, admitted to not inspecting it at all, and broke multiple pieces off the engine and HE was the one who duct tapped it together, while missing all the other issues. He admitted to submitting a false report and a manager signed off on this.Therefore, this vehicle is not certified as advertised, there are various mileage discrepancies, six recalls that have allegedly been fixed, yet no record of where or when, and an indefinite time frame as to when, if ever, this vehicle will be fixed.

  Business Response

  Date: 07/03/2025

  We have spoke with the customer. A loaner vehicle has been provided to the customer while the customers concerns are being addressed.

  The air intake housing has been replaced and the bolts for the intake have been replaced.

  The customer had a concern with one of the tires on the vehicle. All four tires were replaced as opposed to replacing 1 tire.

  The customer had a concern with the fuel injectors being noisy, all 6 injectors are being replaced.

  The customer also requested that we replace the oil filter cap with a Jeep brand oil filter cap; this was replaced..

  The customer requested that the evaporative emissions purge valve be replaced, the valve was replaced. 

  The customer has been contacted with updates on the vehicle. The expected completion of the vehicle is the week of July 7th. At this time the customer will receive a complete invoice the work performed and will also receive a newly completed Multi Point Inspection form.

   

   

  Customer Answer

  Date: 07/07/2025

   
  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:05/06/2025

  Type:Sales and Advertising 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.

  on 05/05/2025 I attempted to get *** ******* **** to fix my passenger side rear motorized window along with a routine oil change maintenance. I was quoted over $250 dollars to only diagnose the issue with the window, an amount to be paid with no promise of a final price of resolution. The final price quoted was obscene, $1240 to fix my motorized automatic window. a ridiculous price. After turning down their "offer" i left the dealership and it turns out they damaged my windshield winder fluid jets. The piping had been damaged during the oil change and now needs to be replaced and repaired.

  Business Response

  Date: 05/08/2025

  We have spoken with Mr. ****** about his concerns. He stated that he would like a refund for the services provided on May 5, 2025 in the amount of $383.81. Sam Galloway Ford has agreed to refund Mr. *************** refund of $383.81 has been issued to Mr. ***********

  Customer Answer

  Date: 05/09/2025

   
  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:02/07/2025

  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 have filed numerous complaints about the condition and service of my sports utility vehicle (***). When I contact someone at SAM Galloway Ford, they very rarely call me back, and or they do not follow-up. I started having problems with my *** when they changed my service advisor back to the person who was servicing my other vehicle that gave out on me. I have purchased both vehicles from Sam Galloway Ford. The first one had a lifetime warranty for the engine, which needed to be replaced, I brought it back to them to purchase my ***, and they got additional money from me, after I had put new tires and paid for repairs on the trade-in. Now, I'm having problems with the *** that I purchased 2 years ago, they had to rebuild the transmission, in June of 2024. One day I had an emergency with a tire and I had to go to *********, they found a leak, that I was unaware of, I have my *** regularly serviced at Sam Galloway Ford. Since I've had the *** they've tried a couple more times to get additional money from me to purchase another vehicle. They need to replace my *** at no charge with a new vehicle, it is under the Blue Advantage Warranty.

  Business Response

  Date: 02/14/2025

  Sam Galloway Ford has been in contact with ******* *****. To date, all correspondence has been via email as it appears ******* ***** does not want to speak on the phone. Sam Galloway Ford has requested the vehicle in question be brought to our facility for inspection and attempted concern resolution. If ******* ***** refuses to bring the vehicle to Sam Galloway Ford, we will consider this matter closed. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22909212
  
  I am rejecting this response because:*** Galloway, **** *********, has contacted me Im waiting to hear back from them. The last time they contacted me was Wednesday February 12, 2025. They dont seem to understand my issues and Im having to explain over and over again. They do not follow-up with their complaints.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/19/2025

  Sam Galloway Ford has made several attempts to address the mechanical concerns ******* ***** has regarding her vehicle.  The vehicle in question has been repaired under the terms of the sales/purchase agreement.  Beyond our current offer to inspect and attempt to rectify specific mechanical issues, Sam Galloway Ford will consider this matter closed and no additional offers will be made.  

  Business Response

  Date: 02/19/2025

  Sam Galloway Ford has made several attempts to address the mechanical concerns ******* ***** has regarding her vehicle.  The vehicle in question has been repaired under the terms of the sales/purchase agreement.  Beyond our current offer to inspect and attempt to rectify specific mechanical issues, Sam Galloway Ford will consider this matter closed and no additional offers will be made.  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22909212
  
  I am rejecting this response because: Sam Galloway Ford has not addressed the issues regarding my vehicle, specifically the repairs due to their lack of service causing the value of my vehicle to decline. My finance company, ***********, has made me an offer, to get out of my current vehicle and into another vehicle. *** Galloway has not tried to help me after theyve been paid from me, now I have to make a decision, since they wont be of service, and Ive only had my vehicle for two years. If possible, please provide a consultation to help resolve these problems.
  
  Thank you,
  
  ******* *****

• Initial Complaint

  Date:12/02/2024

  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.

  Warranty work (rear main seal) initiated on aug. 28, 2024. Complted Sept 12, 2024. Left for trip north on 9/18/24...rear main seal blew in ***********. Had to halt trip and leave truck to be repaired AGAIN and incurred rental fees of 1411.$. Galloway does not return callsor emails to service rep. ***** to get restitution from ***************** But they said they couldn't help. ************* in ********** also tried with warranty company to no avail. Galloway should be held accountable for the expense of the rental vehicle and the extra hotel night due to their negligent repair. ************* did refund the 2nd $100 deductible. The extra hotel night was $151.

  Business Response

  Date: 12/04/2024

  We have spoke with the Client "****** *********" on Tuesday December 3, 2024. ***** ******** spoke with Mrs. ********* and explained to her that she had an extended warranty through ******************. ***** requested that Mrs. ********* to send over her receipts for the rental car and hotel stay. The client is sending over the receipts so we "Sam Galloway Ford" can submit for reimbursement for her expenses.

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising 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.

  My 2023 Truck was brought in for ****** service to Sam Galloway Ford this service includes checking fluids under the hood cleaning and an all point inspection of the vehicle. When My truck was returned I noticed a month and a half later there was oil leaking under my Truck. My Husband checked under the hood and realized Sam Galloway Ford service had left my oil cap off. The oil from driving around for the month and have had gotten all over my engine my battery, the wires the gaskets and the noise pad under the hood. I took the vehicle back in and Sam Galloway ford and I would assured they would take care of cleaning the engine and the parts. My vehicle was returned again with oil all over nothing had been cleaned or replaced. I went back to Sam Galloway ford again for a third time and two service managers assured me they would take the parts and personally make sure they were cleaned the re-install on my vehicle. I received no phone call back for four days I finally got through to someone and informed them I would be back in to pick up the parts to my truck. The parts were only partially returned and still covered in oil. My truck could have caught on fire my truck still has oil this aged the value of my truck. Sam Galloway ford needs to replace the parts and have the engine in my truck cleaned.

  Business Response

  Date: 11/12/2024

  To whom it may concern,
  
  The vehicle came in for an ******************* and Multi-Point inspection on September 28, 2024 with ****** miles on the vehicle.
  On October 23, 2024 with ****** miles on the vehicle the customer returned the vehicle stating to one of our service managers ***** **** that Sam Galloway Ford Lincoln had left the oil cap off during the Auto ****** service that was performed on September 28, 2024. Mrs. ****** told ***** that there was oil all under the hood of the vehicle. ***** informed ********** that the Auto ****** service is an exterior paint protectant service only and the oil cap is not removed to perform the service. During the conversation with Mrs. ****** she told ***** that her husband performs the oil change services on her vehicle. Mrs. ****** was informed by ***** that the cap could have been left off during the last oil change that was performed by her husband. As a good will gesture ***** **** authorized performing the Auto ****** service again at no charge to the customer, ***** had the oil cleaned from under the hood of the vehicle, and Sam Galloway Ford performed an oil change on the vehicle.
  No oil change service had ever been performed on the vehicle prior to October 23, 2024. Only Auto ****** Services and Multi Point Inspections had been performed. During a Multi-Point inspection the oil cap is not removed, only the oil dipstick is removed to check the oil level.

• Initial Complaint

  Date:06/19/2024

  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 tried I was stuck in ******* and the person the service department person wouldn't help me on the phone The key fob started saying it was undetected in my 2015 **** edge I just bought from you guys two months ago and started alarm started going off and I was just at a festival for 2 months I looked like a hippie guy and a weird parking lot and I was uncomfortable I told the lady that I'm sorry I'm frustrated that it's not towards you I just wanted to let you know that I just need some help I'm a mechanic I just don't know this car how do you get these key fob does he batteries or maybe can you just give me a hand and she would not help me she kept telling me to go to the **** dealer in ******* I'm like that's not what I want to do ma'am can you just give me a hand like she wouldn't help me she wouldn't get a service guy she wouldn't get a mechanic she asked some guy and then she hung up on me and yelled at me and said I should check my batteries and I told her that why should I have to check anything I just bought this car it's supposed to be certified and then just a month ago I had the whole front end just done so the car supposed to be certified what's wrong with it now of course I'm frustrated but she did not care and then I just called again and she transferred me out cuz she doesn't know what she does she has no idea what a key fob there's a key inside of it to get inside the car and I don't know how to work it it's not working it won't go in the door

  Business Response

  Date: 07/01/2024

  The customer was upset that the problem with his vehicle could not be diagnosed over the telephone.

  We have the recording of the phone conversation and have listened to the recording. After listiening to the recording we contacted the customer and had the vehicle brought into our service facility once he was back in *******. We ordered a new kjey for his vehicle. The key has arrived at the dealership. THe customer has been contacted however the customer has not come back in for his key and programming of the key.

   

• Initial Complaint

  Date:01/19/2024

  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.

  Back in 2018 we bought a 2018 F350 Landscape truck that was purchased at *************. I signed an Extended Warranty agreement that indicated that the Warranty would expire on 8/31/2024 or at ******* whichever comes first. The WARRANTY has a box for ***** (large trucks have clocks to monitor hours of use) but it has an "N/A" printed in the box...meaning that the number of hours on the truck do not apply to the extended warranty....at least that was what we were told when we paid almost $5,000.00 for this extra protection. The truck is currently in for repair at Sam Galloway Ford. They told me the truck is no longer covered since the truck has over **** hours but mileage is ******. I was told that the cost of repair would be about $11,000. I gave them a copy of the extended warranty contract showing "N/A for *****, but was told **** will not honor it and that I should contact ************* who issued the extended warranty contract. When I spoke with the finance department at ************* I was told that my contact was in ERROR as THE ***** BOX SHOULD NOT HAVE ...N/A. **** in the finance department at ***************** told me that this was an error and they are willing to reimburse the cost of the contract. I am not too happy with this because I feel that FORDS error is costing us $6000 when I have a signed contract that states that the repair should be fully covered. I have spoken with the ************************ at their headquarters but they tell me that this is a matter to be handled at the dealership level.

  Business Response

  Date: 01/19/2024

  While we appreciate the situation *************************** is faced with, Sam Galloway Ford is beholden to the terms outlined by the respective warranty company. Unfortunately, this issue does not lie between the customer and ********************, but between the customer and the selling dealer/warranty provider. 

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair 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 would like **** and *** Galloway to stand behind their products. A **** battery was replaced in September 2022 under 3 year warranty. 16 months later the battery needed to be replaced because of a bad cell. There was no proration of the billing for the battery because it was replaced under warranty. Clearly, I did nothing wrong to cause a bad cell it would be a **** product manufacturing issue. There is no logical reason why there should not be a warranty on a **** product that lasted less than 1/2 of its normal warranty period and failed because of a manufacturing issue. The fact that **** does not pay the dealer for warranty work should not cause a warranty not to be issued. If this was an engine instead of a battery would this be the same case? My wife and I have been purchasing **** vehicles for over 30 years and this situation is making me examine my options the next time. This occured on 1/10/24 and I paid $223.28.

  Business Response

  Date: 01/24/2024

  We have been in contact with the client and have refunded the amount in question via **** Pass Rewards.  Further, the client has received an explanation as to why the situation unfolded as it did.  We believe this issue has been resolved. 

  Customer Answer

  Date: 01/25/2024

   
  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:07/17/2023

  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 purchased a truck a few months ago after a few days I noticed the engine making noise I brought it to *** Galloway they told me it was normal to keep driving it then 3 days later the engine blew up *** Galloway has had my truck for 50+ days they still can not give me a time line on when I will get it back I have asked multiple times if they will do a buy back since they sold me a truck with a bad engine and this has been the worst car buying experience I could of imagined I always thought so highly of *** Galloway but I have learned very quickly they only care about the money and not a family owned business who will do the right thing in a bad situation it was gold certified so there mechanics said all was good on the truck . Every time I called I would be promised a call back to receive one a few times with never any answers most of the time just never called back and then told they all have been fired . I have called and asked for the general manager they also did not have the cutosity to return my call noone cares like it's not there problem ***** follows up . I'm in a loaner vehicle for 50 days but paying a truck payment on a truck that has pretty much been in the shop since I bought it also a 20 k down payment . I asked for *** Galloway to do a buy back on the truck as that is the right thing to do so I can move on and buy a reliable truck . Instead of keeping a customer and a good name from me there leaving me in this bad situation without a care in the world .

  Business Response

  Date: 07/24/2023

  I have been in touch with *********** regarding trying to expedite the repair of his 2019 **** F-150. We were able to locate the necessary parts and we got his truck repaired and he picked it up on Saturday July 22nd. He seemed to be very happy and relieved to have his truck back. Our parts manager managed to find the parts needed at another dealership across the country after we were told they were on back order. I hope this rectifies the issue ***** has and he has my contact information going forward. 

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair 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.

  On 3/7/2022, we ordered 2 Mustang Mach-Es via **** directly. We quickly noticed that one was the wrong color (black instead of grabber blue). On 3/8/2022, we went to Sam Galloway Ford to cancel the orders placed online and place 2 new orders for the correct colors. We signed paperwork and gave a deposit to ***********************. In mid-July 2022 we were notified by **** that our vehicles were completed and would be shipped to *** Galloway in mid to late August. We were unsure why the black Mach-e was still showing rather than the grabber blue. We immediately went to the dealership and were informed that *********************** was no longer there and he never placed the orders. We purchased the Mach-e in August 2022, but were still so upset with the color that as soon as the ********************************************************************** September of 2022. In April 2023, we were notified that the vehicle was in production and would be shipped soon. We went to *** Galloway to discuss trading in the Mach-e for the grabber blue. We were told they were sorry about the situation, but they would only be able to give us $34,000 for our car and the tax credit was now reduced to $3,750, so we would owe close to $15,000 for the blue car. We just want the vehicle (blue) that should have been ordered in the first place.

  Business Response

  Date: 05/17/2023

  Good afternoon,

   

  This is in response to case #  ********. I have also sent an attachment of supporting documents that I will explain in my response. Mr. ***********;is correct in the fact that he did place two orders for vehicles with our dealership and the salesperson at the time did drop the ball and the order did not get placed and for that we sincerely apologize to the customer and quite frankly are somewhat embarrassed. **************** did subsequently order another Mach E after he realized the error on our part and we did make sure that car got ordered and prioritized. When the vehicle finally came in **************** came in to finalize the transaction and to get his 2022 Mach-E appraised and we feel we gave him more than fair value for the vehicle and I think based on the market report we attached it will substantiate this. The market on electric vehicles has dropped substantially both on the new and used side which we do not have a lot of control over. As far as the tax credit, that is a federal tax credit and we have no control when they change them (i have also attached a copy of the new federal tax credits)

   

  We at Galloway **** pride ourselves on customer service and prioritizing the customer experience and we are very disappointed in the fact that one of our employees did not follow through for ****************. We do feel after we realized the error we did the right thing in making sure his second order was ordered promptly and prioritized to get him the vehicle as quickly as possible. I also think he was offered a more than fair appraisal of his 2022 Mach-E. 

   

  Any questions feel free to reach out to me.

   

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

  General Sales Manager

  Sam Galloway Ford-Lincoln

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

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20009376
  
  I am rejecting this response because:

  There are several inaccuracies listed in the response  

  1.  The 2023 Mach E was ordered via Ford.com, so the claim that they ensured it was ordered and prioritized is not correct  

  2. We have not finalized the transaction since the 2023 Mach-E has yet to be delivered. The estimate on Ford.com is **** 3-9.

  3. They feel we were given a more than fair value, however ************************ offered us $2,000 more the same week.

  In regards to the federal tax credit reduction, despite Galloway not having control over the changes, this is pertinent since had their employee completed the order (as agreed upon), we would have been eligible to claim the full $7,500 tax credit instead of the now reduced credit of $3,750.

  Also, we would like to add that a female salesperson with Galloway called on the same day this complaint was filed.  She spoke to my wife and said we know you are excellent customers, I can see youve purchased almost $200,000 in vehicles since 2020, so dont worry, we will take care of you when the new 2023 Mach-E arrives.  
  

  How is Galloway going to take care of us? By selling us the new car at MSRP and giving us $15,000 less than what we paid for the 2022 Mach-E? 

  We feel Galloway should do the right thing and remedy their employees error by trading the 2022 Mach-E for the new vehicle at MSRP less the $3,750 tax credit. 
  
  Sincerely,
  
  *****************************