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:01/21/2025

  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 had a broken down **** focus delivered to this location. I made it clear to the service representative that I was not set on fixing it. I told them to hold off on the diagnostic check. A day and a half later, I attempted to pick up the vehicle and was told it could not be released to me until I paid the diagnostic fee. I told the service representative that we spoke on the phone and made it clear I did not want the diagnostic check. He told me he talks to 100 customers a day and wouldnt remember every conversation hes had. So now my car is held hostage because of a diagnostic fee even though I specifically told them not to do the check.

  Customer Answer

  Date: 01/21/2025

  Coggin ford has reached out and we have come to an agreement. Thankyou better business bureau. 

• Initial Complaint

  Date:11/25/2024

  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.

  Deceptive and unfair trade practice. On 11/22/24 I seen online a Ford f150 on ************** at coggin ford for a set price. I then proceed to the dealerships website to make sure that was the correct price. While on the dealership website I comfirmed the price and began the online buying process. During this process I entered into a purchase agreement that was electronically signed along with all the required title information was completed and submitted. Shortly after I received a email confirming that the documents had been received and given an order number by the dealership. Later on that morning I proceeded to the dealership to pay for the truck and upon arrival I was told the internet price was wrong and they would not be honoring the sale's agreement. Even though it was electronically signed and the dealerships sent me a email confirming the purchase. The correct thing to do is to honor the signed sales agreement which i thought was a binding contract. The dealership then proceeded to try and sale the vehicle to me a a higher price.

  Business Response

  Date: 11/25/2024

  At Coggin Ford the guest
  experience is our number one priority. I am sorry that we were unable to meet
  your expectations. 

  Although we do our best to
  post the most accurate information on our website and across our partner sites,
  occasionally errors are made by our people. This was certainly unintentional and
  we are sorry this happed. This is the reason why there are legal disclaimers
  that express that we strive for 100% accuracy but sometimes things go
  wrong. Immediately upon discovering the error, the vehicles affected were
  removed from our sites until the pricing was corrected. All of the affected vehicles
  were re-priced and are now online at the actual available sale price.
  

  We apologize for any inconvenience
  that this may have caused you. As a resolution we are offering you the
  opportunity to purchase that vehicle for another $1500 below our already low
  sale price on line.
  Please feel free to contact
  me directly.
  

  Thank you
  

  *** *********** General
  Manager- Coggin Ford Jacksonville
  ***************************************

  Customer Answer

  Date: 11/25/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The company's website allowed me to complete the purchase which was documented in the original complaint.  As shown by the purchase agreement the company should honor it. The company sent me the purchase agreement to sign. I do know that mistakes happen but a deal is a deal. If I was on the other end Coggin would expect nothing less then for me to honor the agreement.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:08/01/2024

  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 purchased a ********************* december ***************************************************** march 2024 the steering assembly went out and I paid $1500 out of pocket and my car was in the shop for over a month. I had it back and less than a month later the engine blew and I was stranded on the side of the road with 3 kids and had to have it towed to the dealership. its been there over 2 months and I have not been told when I would get it back just that they are working on getting a new engine. *** left multiple messages for the manager to contact me about the situation however no one has contacted me besides *** in the service department and he just says he will have a manager call me. but no manager has ever contacted me. no one besides ***. its been over 3 months without a vehicle. im a single working mother of 3 young kids. they are aware. ive been without a vehicle and paying on a loan for a vehicle I havent even been able to drive.

  Business Response

  Date: 08/16/2024

  At Coggin Ford the guest experience is our number one priority. I am sorry to hear that you have had problems with your vehicle. Our technician team inspects our pre-owned vehicles very thoroughly. Unfortunately, we are unable to foresee mechanical failures. 

  It appears we did not work on your vehicle in March and were not aware of that issue and therefore could not help with it. We have followed the guidelines of the service contract you purchased on your recent engine failure. I was made aware you are still having issues and have instructed my team to bring a vehicle out to you so you have transportation while we evaluate the problem. We will get your vehicle back to you with as quickly with as little inconvenience as possible. 

  I completely understand the frustration and safety concerns for you and your children. I will have my team do a thorough inspection of your vehicle prior to delivering your Explorer back to  you. In addition, I will be sending you a gift card for $200 as goodwill. 

  Thank you 

  ***************************, General Manager, Coggin Ford Jacksonville

   

  Business Response

  Date: 08/19/2024

  At Coggin Ford the guest experience is our number one priority. I am sorry to hear that you have had problems with your vehicle. Our technician team inspects our pre-owned vehicles very thoroughly. Unfortunately, we are unable to foresee mechanical failures. 
  
  It appears we did not work on your vehicle in March and were not aware of that issue and therefore could not help with it. We have followed the guidelines of the service contract you purchased on your recent engine failure. I was made aware you are still having issues and have instructed my team to bring a vehicle out to you so you have transportation while we evaluate the problem. We will get your vehicle back to you with as quickly with as little inconvenience as possible. 
  
  I completely understand the frustration and safety concerns for you and your children. I will have my team do a thorough inspection of your vehicle prior to delivering your Explorer back to  you. In addition, I will be sending you a gift card for $200 as goodwill. 
  
  Thank you 
  
  ***************************, General Manager, Coggin Ford ************
  
   

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased vehicle from Coggin Ford of Jacksonville. Have all documents and registration on hand. Apparently dealer could not make a deal with the lender but never requested me to return the vehicle.
  More then a month later dealer hired towing company to tow my vehicle in the middle of the night. They never requested vehicle to be returned. They never let me know that they are planning to repossess the vehicle.
  Towing guy did not knock on the door to request the key. Instead he damaged my concrete driveway heavily.
  When I confronted the general manager. He denied any wrong doing…

  Business Response

  Date: 06/03/2024

  At Coggin Ford a great guest
  experience is our number one priority.  Unfortunately, in this case, the guest’s complaint is not accurate.
  
  The guest visited Coggin on
  April 14, 2024 to look at a pre-owned 2020 Ford Mustang GT. After taking a test
  drive, he negotiated terms with the dealership, following which he expressed
  the need to obtain financing. He then filled out a credit application on which
  he stated his income as $10,000 per month.
  
  Because guest’s visit occurred
  on a Sunday, Coggin was unable to secure final approval on a loan as most lenders
  are closed.  The guest requested we try Vystar Credit Union since he
  has accounts with that institution.  Coggin’s finance manager informed the
  guest when he signed all purchase documents that Vystar would require two
  years of tax returns as proof of income due to his status as self-employed. On
  April 15, Coggin obtained approval for guest’s loan from Vystar, conditioned
  on guest providing Coggin with two years of tax returns to support his claim
  that he makes $10,000 per month. On April 16, a Coggin sales employee contacted
  guest to remind him that Coggin needed two years of tax returns to complete
  the loan process. Coggin also called guest on April 19, April 22, and April
  30.  Guest assured Coggin’s General Sales Manager that he would provide
  the requested tax returns on April 30.
  
  Guest did not deliver the tax
  returns as requested.  Instead, guest provided Coggin with a single tax
  return for 2023 on May 1, 2024, which demonstrated that guest’s income was
  approximately half of what guest had previously claimed.  On May 2,
  Coggin asked for the second tax return. Guest did not respond. 
  On May 7, Coggin’s General Sales Manager sent a text to guest requesting
  follow up. Guest responded to that text, stating he had spoken to his
  “tax lady” that morning and he promised to provide a tax return for 2022 by May
  10. Guest further stated that he was not aware he needed two years of tax
  returns or he would have delivered them to Coggin earlier.  Guest’s statement
  regarding his understanding of what was required is not credible as he was
  specifically and repeatedly informed that Coggin required two years of tax
  returns.
  
  While guest’s complaint asserts
  that he was never told he needed to return the vehicle, the facts demonstrate
  otherwise.  Coggin’s General Sales Manager notified Customer via a May 13
  text message that Coggin did not have final approval on Customer’s loan and
  that Customer “would have to bring the car back.”  Instead of returning the
  vehicle as requested and as required by the plain language of the documents he
  signed, Customer responded: “I have official documents on hand showing 
  that I am approved and purchased a vehicle.  Apparently you have screwed
  up somewhere on your end and you will need to figure it out.”  Customer’s
  statement was false.  Customer’s loan was never approved and guest falsified his income to obtain possession of the vehicle.
  
  Coggin made several attempts to
  contact guest via telephone but guest ignored Coggin’s efforts to
  communicate with him.  (All calls were recorded within the regulations of
  Florida law. All texts are on file and time stamped.) Coggin thereafter
  repossessed the vehicle, consistent with the terms of the transaction documents
  previously executed by guest. See the attached Seller's Right to Cancel provision which was signed by the guest. 

• Initial Complaint

  Date:01/02/2024

  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.

  Live twice now refuse to install a factory warrantied item provided by Ford and instead keep trying to charge me for other items to performed two estimates same problem one was $3,600 and the original was $640 for the same problem I've been treated poorly they do not return calls and they refuse to perform the warranty work that Ford has guaranteed me with the letter I uploaded Ford motor corporation has been in conversation with them multiple times they have assured them that they would do this replace this part and then when they bring my car in there they start trying to get me to pay them to do other things and refuse to install this part that's guaranteed I'm at my Wit's end I'm disabled and I feel as if they're being dishonest

  Business Response

  Date: 01/02/2024

  We are sorry that we have not met your expectations. At Coggin Ford Jacksonville the guest experience is our number one priority. 

  I reviewed the Customer Satisfaction Program 14M02 letter and understand your concern. As a Ford dealer we are required to follow Ford Motor Company guidelines with any warranty repair. Ultimately FMC sets the rules for parts replacement which Coggin Ford has to support with diagnostic results and returning of defective parts. The letter was created to address a specific factory defect. 

  In this case the TCM (transmission control module) requires replacement if it is malfunctioning. Upon inspection on both visits, July 31, 2023 and December 18, 2023, is was determined that the TCM is not malfunctioning and the necessary repair was to replace the clutch. On the last visit we performed the TCM adaptive learning programming as a complimentary service not part of the *** ***** process, in order to ensure the TCM was not malfunctioning. Therefore we are unable to replace the TCM under FMC guidelines. 

  As a resolution I will be happy to provide the necessary service at a discounted rate. 

  Please feel free to contact me directly. Thank you

  *** **********, General Manager, Coggin Ford Jacksonville, ************ or email **************************.

   

• Initial Complaint

  Date:12/18/2023

  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.

  I purchased a new 2023 F-150 in September from Coggin Ford and contacted the dealership upon finding a defect in a small area of the roof. Coggin initiated the warranty process and took photos, and the truck was dropped off early November. After a week of attempting to get an update, the service advisor confirmed approval for the roof to be fixed. I asked multiple times about the necessary steps to correct, and was assured nothing but that specific area of the roof would be impacted. After three weeks of ongoing requests for updates, I told the advisor I needed to pick the truck up but was denied. The truck had been taken apart without my consent. The rear glass was out and the bed removed to fix a seal, which the service advisor indicated was related to the roof defect. In the days following, I was told the truck was ready other than a needed touch up of coating on the bed bolts. Then at four weeks in, the service advisor texted he had bad news that the seam sealer did not hold and needed to be fixed in a few locations, and more work was needed. At this point the service manager informed me there was a miscommunication of the work to be done and molding in an entirely different area was replaced. In this process, the glass was dropped and the cargo area was scratched resulting in the entire bed being re-coated. The service manager denied that the bed was removed in multiple conversations and ultimately changed that to admit it was removed, to repaint an area of the truck from a second scratch. As to the original warranty claim, the service manager stated that if done, it would definitely be noticeable. To my knowledge as of now, my new vehicle has had the rear glass replaced, seal work issues, molding replacement, bed removal and re-coat, and body paintwork none of which was approved by me. Contradictory statements have been made as to the extent and nature of the work, and damage from the original unauthorized work was covered up with more unauthorized repairs.

  Business Response

  Date: 12/22/2023

  Although we do make mistakes, the guest experience is our number one priority. 

  I have been in contact and have arranged to replace the vehicle as requested by *****. 

  thank you

   

  Business Response

  Date: 01/08/2024

  *** ****** has taken delivery of her replacement vehicle as promised in order to resolve her dissatisfaction. 

  thank you 

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

  Customer Answer

  Date: 01/10/2024

  I wish to mark this resolution by the business as approved.  I have been out of town, so apologies for the late response, but did not want this to show that I had not responded.  Thank you very much for your assistance.

• Initial Complaint

  Date:11/21/2023

  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.

  I purchased a vehicle from the used car sales department, they assured me the vehicle had a complete inspection and was safe to drive. First it had the wrong breaks on it and had to be repaired now it is powering down due to an oil leak that wasnt fixed. They are currently refusing to fix my vehicle despite my purchase of an extended warranty.

  Business Response

  Date: 12/01/2023

  At Coggin Ford, the guest experience is our number one priority. I would like to be able to speak with ************** to address the concern. We have tried multiple times to contact the her and left several messages, but have not received a call back. 

  I can be reached at my direct line phone number of ************.

  Thank you

  Customer Answer

  Date: 12/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20901084

  I am rejecting this response because:

  I spoke to ************************ on Dec 2 both on the phone and via email. So, I have not been unresponsive to many attempts at contact 

  my vehicle is currently in the shop, I am a single mother stranded in December and have reached out to Coggin 3 times today with no response. 
  

  So, no. I am not satisfied with this reply. If they are not willing to fix their mistake they need to refund my purchase. 

  Regards,

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

  Business Response

  Date: 12/06/2023

  It is unfortunate and we are sorry that the vehicle you purchased is having problems. We do a thorough inspection of our pre-owned vehicles offered for sale however, older vehicles with high mileage are unpredictable and may break down. Fortunately you have powertrain coverage that will pay for most of the repair. The contact you made was in response to my phone call. Calls were made on two other occasions prior by our management team. An email was sent out yesterday in response to the additional request. Although all of our vehicles are sold As-Is, I have offered good will assistance in the form of rental car reimbursement for 10 days at $40 per day as a resolution. 

  Please feel free to contact me at any time. 

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

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

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

  Customer Answer

  Date: 12/12/2023

  Friday Dec 8 I responded to the last message from the dealership where they were looking into resolving my issue with my vehicle. My vehicle now requires a repair that is almost the entire value of the vehicle sold less than 3 months ago. I did not reply here because they have not fixed anything and I was supposed to hear back from them today 

  Customer Answer

  Date: 12/14/2023

  Yes I reached out to *** multiple times, he responded on 12/12 stating he needed to see the quote for the work from **** I provided that to *** and have reached out twice since with no further contact from him or Coggin Ford. The estimated repairs are 8K and the vehicle is worth less than 9k per ********* Lemon law the repairs may not exceeded the value of the vehicle within the first 24 months. I have had the vehicle 3 months and have now been with out any mode of transportation for over a week. I need the vehicle fully repaired as I purchased it in good faith that it was not a lemon or I need my complete purchase refunded including the $985.68 of car payments I have already made. If I have to seek legal council to achieve this, I absolutely will. 

  Business Response

  Date: 12/22/2023

  I have been in contact with *********. She was provided a rental car while her vehicle is in repair. We are waiting for a response from the *** dealership performing the repairs to determine the diagnosis.