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:05/13/2025

  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.

  When I purchased the vehicle, they sold me a vehicle and drove it off the lot with a giant crack in my windshield and that was 1000% liability. They also to me and told me that the four-wheel-drive worked when it didnt when I drove it off of the lot I had to come in threeseparate times for them finally admit there was a problem. Went in again for issues with my transmission I explained to them it could have been a CDF drum or something wrong because my truck skipped second gear every single time and fourth gear every time plus gear, slipping and late engagement, but they told me everything was fine. I told them that I had to drive to ********* because we were movingand once I got here, my transmission was pretty much in operable. I took it to another **** certified mechanic and dealership and found that I need a whole new transmission plus that I have a misfire that I brought up to **** Port ******* and the service director through my keys back at me and just walked away. **************** was horrible and they are not doinganything to resolve the issue now I want to take legal action. I bought a vehicle for $34,000 and its not even drivable

  Business Response

  Date: 05/13/2025

  I spoke with ****, our GSM, and this is what he said:

  Customer came in multiple times, and we tried to duplicate issues. But the engine light never came on wile it was here. **** does not recall ever hearing anything about windshield. Customer did purchase an Elite Exclusionary VSC Warranty, which should cover the transmission issue. The only time the customer ever complained about 4x4 to ****** we could not duplicate in our service department.

  Please feel free to have him reach out directly to **** ****** to try and get any concerns resolved. His direct number is ************. He would be happy to assist.

• Initial Complaint

  Date:03/25/2025

  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.

  Please see attached pdf file " Ford of Port Richey" for complete explanation and details. Dealership is knowingly using intentionally incorrectly reported information in a Carfax report to misrepresent the damage history of a $85k vehicle they are selling as no previous damage when they knowingly have information the vehicle has a history of extensive front-end end damage with frame rail damage that was repaired by another Ford dealer.

  Business Response

  Date: 03/25/2025

  Customer was given all information that we had from the auction purchase, including up to date Carfax.  It is an as-is pre-owned vehicle being sold as such.  Ford Motor is the previous owner of the unit and had unit repaired at a certified Ford facility before being sold at Dealer only auction disclosing only the dollar amount of the repair. We cannot change information on Car Fax as they are a third party company that pulls and documents items based upon the Vin# of vehicle. 

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I stand by my original response and do not accept their explanation. As the dealer who is in possession and took ownership of the vehicle. I presented them with documented proof of the previous structural damage to the vehicle. They were provided with a copy of the repair order from Bill Currie Ford listing the damage and repair cost  (frame damage) of $2,600.05 dated 02/22/24. The Carfax policy is the owner of the vehicle (Ford of Port Richey) can submit documentation to correct errors on a Carfax report. Knowingly using a incorrect Carfax report showing the vehicle with no previous damage history when they know otherwise is a fraudulent business practice. They have all the correct damage report information in their position while the vehicle was still unsold and being advertised as no previous damage history. I do not know the current status of this vehicle at this time. I would hope that they have not mislead someone into purchasing it without disclosing the actual true prior damage and not still using a ruse of just minor paint discrepancy repair.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/06/2025

  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.

  Purchased vehicle in March 2024. Day purchased vehicle, vehicle was recommended to go into there service (check engine indicator on)(flashing odometer). I have been in and out of that shop countless times and after a few attempts, they bluntly stated they can work on it as they dont k ow whats going on? Was referred to go to ***** *** in ************* (there sister company) to have vehicle repairs down with manufacture. That vehicle has been in shop since 11/25/2024 with still no *** on part. (We Service A Wide Array Of Vehicles) is what there slogan says on website-At our service department at Ford of Port Richey, we've serviced all kinds of different makes, models and trim levels of cars, and we're ready to take on any challenge. While some auto repair shops might only specialize in a single manufacturer, our *********************** has extensive experience on different cars across the board. So, if you're in the Port Richey, ** area and are looking for highly trained and certified technicians, look no further than our ********************** Based of of this is false and incorrect

  Business Response

  Date: 01/06/2025

  We have reached out to our sister store to get a resolution for the customers problems with these vehicles. 

• Initial Complaint

  Date:12/13/2024

  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.

  About 3 months ago I purchased a car from this dealer. They provided me with no financial paperwork even after calling and requesting it multiple times. My loan then uploaded to my bank and I could see that the care that was around $13,500 was now a $29,000 loan. I was obviously very upset when I seen that and left a bad dealer review. I then got a call back from one of the managers and we cancelled the extra warranty they added (including sap removal?) totaling over $9,000. They notified me multiple checks will hit my bank for the balance within 4 weeks. Its now been over 8 weeks and only about $900 has been deposited. I've reached out multiple times asking for a manager or the general manager. They then proceeded to ignore all of my calls which I verified by calling off a different phone number and immediately getting a response. I also put in a request to speak with the ** on there website and still haven't received a call from anyone. I need someone to communicate with me and let me know what's going on. I don't appreciate being ignored at all.

  Business Response

  Date: 01/08/2025

  We have processed all cancellations and sent to the lender. 

• Initial Complaint

  Date:11/14/2024

  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 my truck from Ford of Port Richey in December of 2022. The truck came with a lifetime warranty as apart of one of ****'s sponsored programs. So fast forward to August of 2024, the transmission went out on my truck so I took it to my local dealership ( **** ******* **** of ***** ). When I brought it to my local dealership they had informed me that I did in fact not have a warranty on the truck. So we called the company to verify, and they said there was no warranty as well. We then proceeded to call Ford of Port Richey to try and figure it out. After a week of calling and leaving voicemails with little to no answer they finally said that they were working on getting my warranty reinstated and that it was their fault that the warranty had lapsed. After waiting about 6 weeks we finally revived the new contract for the warranty. Mind you, during this time period we are calling and emailing with zero answers or correspondence back from Ford of Port Richey. After receiving the new contract my local dealership was finally able to start working on my truck. When my local dealership went to file a claim, they had been told again by the warranty company that there was no policy. So again, we tried to get ahold of Ford of Port Richey and after several days they finally got back to us and said that the warranty hadn't been funded yet and that they were working on getting it fixed. That was almost 2 month's ago. My service advisor, my service advisors manager, the service manager, and the director of my local dealership along with myself have been calling and emailing Ford of Port Richey to reach a resolution to this issue. And all efforts from us fall on deaf ears. It has now been 3 months without my truck all because Ford of Port Richey is blatantly terrible at their job.

  Business Response

  Date: 11/15/2024

  Contract was activated on 9/13, looks like they closed the claim at the other store working on the truck. 

  Active contract number is LWPT10212088

• Initial Complaint

  Date:08/22/2024

  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 was sold a defective vehicle, and **** has been no help. In the 3 months that I've owned my 2024 Platinum Edition **** Explorer, I've had to take it back twice for what turned out to be a problem with the transmission, once for a problem that required the entire headlamp assembly to be replaced, twice because the leather that covers the driver's seat won't stay tucked in. The carpet beneath the drivers seat is unraveling. The car's sound system has gone "mute" several times, meaning no sound whatsoever. No radio, no GPS, I couldn't make calls, no backup sensor noise. The first time it happened, I drove straight to the dealer so I'd have witness. ******** from the service department tried to get sound back, but was unable to make anything work. I was advised to try "the buyback program". The request was denied because I haven't had ONE problem enough times. While riding in the back seat, I tried to open the drink holder only to have the cover fall off in my hands. The only thing Platinum about it is the payment.On 7/23/24, I left a message for a manager to call me. Didn't happen, so on 7/25/24 I engaged in a chat conversation with ********* which resulted in ******* contacting me by text and stating that someone would contact me. Didn't happen. I subsequently found an email with the subject line "Remember me?". It was a follow up message from *******. It feels like the message was sent just to be able to say an attempt was made to make contact, not to help. Just to be clear, this is not "buyers remorse", at least not in the traditional sense. I bought a ********************* 2003 and drove it for 274K miles. I traded it in for a 2013 **** Explorer. I drove that for nearly 200K miles until I traded it in for the 2024.. I've been offered the opportunity to trade in the Explorer for something else, which makes no sense. In addition to being ridiculously upside-down regarding financing, what value exists is diminished by having major problems and repairs.

  Business Response

  Date: 08/23/2024

  After communicating with the customer that we understand the problems and have made attempts to repair per **** guidelines the issues, it has been one off issues.  For the buy back or lemon states as such "The lemon law in ******* applies to new and leased vehicles. You may qualify for a refund or replacement vehicle if your car has a problem within 2 years that substantially impairs its use or compromises safety and the dealer can't repair the defect after a reasonable number of attempts."  We will continue to help try and resolve any issues that pop up.  

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22174354
  
  I am rejecting this response because: while Ford of Port Richey feels the issues with the vehicle are "one offs", they are not. There are systemic problems that have placed my family and me in danger and have resulted in major repairs. The major problems have all revolved around the electrical system. The "solution" to give me free oil changes and **** Points are not going to help my family and me when we're placed in peril at the hands of ****'s refusal to work with me at all. 
  
  Sincerely,
  
  ***************************-hack

• Initial Complaint

  Date:07/15/2024

  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.

  Purchased a vehicle in August of 23. Though I signed a document stating that I had received two key fobs for vehicle, only received one, after. Also the prepayment service plan which I had agreed to include with the financial plan, is a scam. Though the True Warranty program is a separate, 3rd party product, it still was recommended by your finance employee, promoted, offered and sold by your organization. I'm paying an extra $20 a month for this service. Yet after paying an extra $220 thus far, the service did not even cover the full price of a single oil change of $84. Only covering $42. Total scam. Typical dealership only interested in short term gains. Also, advertised price will include, in fine print, every possible discount, including veterans. And does not include and extra $2,500 of their ***** Richey plan". Congrats on getting the sale from me this time. But you will not be getting any further business from me in the future. I do understand that this will not make any financial impact for your business and therefore my post may be easily dismissed and/or shrugged off by your business, but I will certainly do my part to steer away any other future, potential business from my family, friends and colleagues.What would rectify the situation is :A. Provide additional key fob as was agreed upon. B. Provide full refund of past and future service prepayment plan

  Business Response

  Date: 08/06/2024

  We can help out on the 2nd key, If he would like to cancel any ancillary products we can help facilitate that as well. 

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service 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 7/19/23 We purchased 2 vehicles from Port Richey FL ***** The next morning we reviewed the paperwork and notified NPRF we would like to cancel all Extended Warrantied Plans on the 2023 Escape. After much haggling they agree and said we see the refunds in a credit on our balance. $2883 was credited to the account for 1 warranty plan. We did not find this out till we contacted ********** Credit on June 18th that this was accredited to the payoff. There was a ************ Contract ($762.91) and a Battery Contract ($536.00) that were not refunded and have not been refunded as of todays date 7/1/2024. The second vehicle a 2020 F150 had a warranty ($3081.00) which needs a portion refunded since we only had the vehicle for 11 months. I went to the dealership after 3 days of continuous run around and after being left on hold for ***** minutes at a time. Today I called and was left on hold for 23 minutes and hen hung up on, I called again and was pushed to leave a message. I am asking for a refund of which I am entitled to.

  Business Response

  Date: 04/25/2025

  Sorry, we missed this one from 2023. I believe it was resolved.

• Initial Complaint

  Date:02/16/2024

  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.

  5 meses y no lo he podido usar porque tiene problemas de transmisin o caja de velocidad . E dado entre dos carros y dinero aproximadamente ******** dollars

  Translation:

  5 months and I haven't been able to use it because it has transmission or gearbox problems. And given between two cars and money approximately ******** dollars

  Business Response

  Date: 02/16/2024

  This should be directed to *** who is the manufacture of the product. The vehicle was never brought to us for repair. This sounds like an issue with the transmission that could be covered by ***. Online it looks like it has been a concern for some Kia ****************

  Customer Answer

  Date: 02/19/2024

  See Attached

  Business Response

  Date: 02/19/2024

  As stated earlier, this should be directed to *** who is the manufacture of the product. This sounds like an issue with the transmission that could be covered by ***. Online it looks like it has been a concern for some Kia ****************

• Initial Complaint

  Date:02/12/2024

  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 have a 2016 **** fiesta. When I moved to *******, I was having some issues and took it in to the **** dealership in ************** as it was still covered under warranty. Apparently, **** was using a special hybrid transmission for the fiesta, which was cross between manual and automatic. It was a very well documented problem, which resulted in a multi million dollar lawsuit that **** lost. I was not a party to the lawsuit, however, I did receive the faulty part as confirmed by **************** ****. **** extended warranty and told me if I had any more problems with transmission to bring it into a dealership.I took it into the **** dealership near my house, because it seemed like I was having transmission issues, and the wrench light had gone on. I explained all this in detail to my service tech Who told me it would be $200 (she also claimed that there was no record of the ************** **** dealership having my car for almost a week, during which time they did major transmission work)According to Port Richeys own documentation which I have provided, they were going to do, a thorough inspection of the vehicle and provide a detailed vehicle report card. Check fluid levels. Inspect wiper blades. Test battery. Inspect tires and bakeware. Inspect safety system component for leaks and damageI cant tell you for certain what they actually did doif anything, because they did NOT provide a detailed vehicle report card, but the wrench light is STILL, the car is STILL pulling, weirdly, and now the **** LIGHT is also on. I addressed my issues to ***************************, the general manager, and have been been ignored. Its bad enough **** used a faulty transmission in their Fiestas for over 10 years (even AFTER they knew it was a major problem, but the last time I took it in, they seemed as though they were taking responsibility. Now theyre just charging customers $225.60 for nothing.

  Business Response

  Date: 02/12/2024

  ********************** expressed a specific complaint about how the transmission was shifting, this is transcribed by the service advisor and signed off on by the customer at the time of write up, as is our process. 

  customers complaint was:

  "THE VEHICLE FEELS DIFFERENTLY THAN NORMAL. WHEN I MOVED 
  DOWN HERE ABOUT FIVE YEARS AGO, I TOOK IT INTO THE FORD 
  DEALERSHIP IN **************, AND WAS INFORMED THAT MY 
  MODEL HAD TRANSMISSION ISSUES, AND THE WARRANTY WOULD BE 
  EXTENDED. THE TRANSMISSION SEEMS ITS SKIPPING AGAIN." 

  At the time of write up customers must agree to a diagnostic charge of ****** plus all applicable taxes and fees. This diagnostic charge is good for up to 1 hour of diagnostic labor for the specified concern brought to us by the customer. We would not proceed with the diagnostic process unless ********************** agreed to the charges up front.

  During the course of the diagnostic process we performed the tests plans specified by the manufacture for the customers complaint about the transmission shifting poorly, please see the technician's findings below. 

  CONNECTED IDS TO VEHICLE. KEYED ON - FOUND WRENCH LIGHT IS
  ON PRESENTLY. SELF TESTED. NO CURRENT DTCS. SEVERAL
  HISTORICAL. P060D P2127 P2138, ALL POINTING TO THE
  ACCELERATOR PEDAL POSITION SENSOR SIGNAL FROM APP2 BEING
  PULLED LOW DUE TO A COMPONENT OR CIRCUIT ISSUE. NOT
  CURRENTLY OCCURRING. TEST DROVE WITH DATALOGGER FOR DPS6
  SHUDDER CONCERN PIDS. NO CLUTCH SHUDDER DETECTED IN ANY GEAR
  OR THROTTLE INPUT. TEST DROVE SEVERAL MILES. FELT SLIGHT
  VIBRATION AT LOWER RPMS (<1500RPM) AND HIGHER SPEEDS WHEN
  ACCELERATING BUT IT WAS MILD AND DID NOT SHOW ON CLUTCH
  PIDS.
  171789

  the finding for Mr ********** complaint were inconclusive, there was not sufficient data for a part failure to justify recommending a specific repair for this complaint. 

  the technician did a precautionary check on the cause for the wrench warning light, even though this was not specifically brought to our attention by ********************** and this issue was unrelated to his primary concern. The codes present for diagnosing the wrench warning light would require additional diagnostic time which the customer apparently declined to authorize. 

  please see tech notes below. 

  EXAMINED HARNESS CONNECTED TO APP (AT ACCELERATOR PEDAL) BUT
  NO CHAFFING OR DAMAGE WAS FOUND. WITH NO CLUTCH SHUDDER
  EXPERIENCED AT ALL, NO FURTHER ACTION OR REPAIR IS NEEDED AT
  THIS TIME. CUSTOMER DECLINED FURTHER INVESTIGATION INTO
  WRENCH LIGHT DUE TO AN INTERMITTENT APP2 CONCERN. 
  171789
  DIAG 1.0HR

  based on the documentation on the paperwork ********************** provided in this complaint, we believe he received exactly what he paid for.  Please note that there are no active extended warranty campaigns or recalls associated with this vin relating to the transmission. There is no active warranty that would cover any transmission repair for his car. 

  If ********************* has a specific complaint about the engineering of his 2016 fiesta, then this is a complaint better served toward ******************* Based on the diagnostic process provided by **** and the specifications provided by **** this car is operating as designed. 

  thank you.