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:06/15/2025

  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.

  Made a service appointment a few days in advance. Dropped the vehicle off Monday and had to rent a car. Waited 3 days for a call with an estimate to fix the ** in the vehicle, nothing! I called the service advisor and was told my vehicle hasnt been looked at yet. When I said, I made an appointment for Monday he said..my appointment was only to speak to him, not to fix the vehicle.. ridiculous !!! After a heated discussion, I was called later that night and was told that they could not find the problem with my ** and was texted a link to a repair estimate for $2000. My ** started working again and they didnt do anything, not even a leak test and they sent me a repair bill for $2000. Hoping that if they replaced the compressor it would fix the problem. $2000. Is double what other mechanics would charge so I declined. They wouldnt release my vehicle without making me pay a $230. Diagnostic fee and I had to pay for a rental car for 4 days..all for nothing !!! They charged me a diagnostic fee without diagnosing anything. I want a refund.

  Business Response

  Date: 06/23/2025

  Customer was given a quote for an intermitten AC issue on his 2002 F250. We diagnosed the problem as an AC compressor and gave him an estimate. He declined the repair so he could get it fixed at an outside shop for less money. He was charged a $230 diagnostic fee that would've come off the estimate. He can call **** ******* directly to discuss his request for reimbursement. ************. 

  Customer Answer

  Date: 07/07/2025

  The business contacted me and issued a refund. I no longer wish to continue with the complaint 

  Customer Answer

  Date: 07/08/2025

   
  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:03/26/2025

  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 visited sawgrass ford Friday, March 21st, **** was my sales person. great experience up until I was sold a vehicle, **** bronco sport 2024 big bend, in which the salesman said he would provide the trunk cargo liners from another car for the one I was purchasing. I commented to **** that I was undecided but I was leaning toward the more basic model but i really liked the cargo mats the other slightly more upgraded model had. He responded 'No problem, I will throw those in for you". based on that we made a deal, I purchased the car.the night I picked up the car from the dealer I noticed the trunk floor mat was in -fit perfect .. however, the rear seat back cover was not installed-it was on the trunk floor. I tried for 20 min to install , but realized it was not compatible with the car. I reached out to **** who said "oh yeah i noticed it was not a fit, let me talk to my manager." I reached back out to **** since i didnt hear back, and his response was basically the mats are not compatible with your vehicle, you can throw away the ones we provided. This is NOT good business practice. I expect more from ****. Its the principle. I was sold the car, he said they would provide the cargo liners. Now im being told liners are not made for this model -weird because the cargo clips are in place. Again not good business practice.

  Business Response

  Date: 04/02/2025

  Her complaint has been forwarded to our GSM ******* *******. His direct number is ************. We will be in contact with the customer. Thanks.

  Business Response

  Date: 04/24/2025

  We reached out to the customer and resolved her issue. We put money in her **** Pass account. Thanks.

• Initial Complaint

  Date:02/19/2025

  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.

  On 5/14/25 I received a notice of recall notice from ****. Letter stated Powertrain Control Module may reduce accuracy of On-Board Diagnostic System. Three times over 2 and 1/2 years, indicator light said catalytic converter replacement. I had 3 catalytic converters replaced. One was under warranty and 2 were out of pocket. Had there not been a problem with the On-Board Diagnostics, there would never been any replacements

  Customer Answer

  Date: 02/20/2025

  I will settle for a refund of labor and car rental costs since I already have the new parts

  Business Response

  Date: 02/26/2025

  The customer had repairs done prior to the recall letter. We gave the customer the ********************* number, ************. He needs to open a case with ****. If **** determines his repairs were caused by the recall, they can choose to refund his repair. This is a matter between the customer and *************. We can't do recall refunds without their prior approval. Hopefully the customer can get a resolution in his favor. 

  Business Response

  Date: 02/27/2025

  Can the customer please forward us his rental bill. Thanks.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22962671
  
  I am rejecting this response because:

  I did call the number they gave me, and I have case #CXH03636169 to prove it. I had 3 catalytic converters replaced withing 3 1/2 years, 5/5/21, 7/9/24, and one just 3 months later on 10/2/24. That's just not normal. In February this year, I received a recall notice regarding onboard diagnostics. The recall clearly states that this malfunction causes false readings regarding catalytic converter replacement. I've spent $30000 at this place since 2019 for custom work, body shop work, and general service. I feel that this treatment is just unfair. I have all supporting documentation and have already forwarded it to you.

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/17/2025

  On 9/2021 Sawgrass Ford replaced the left side converter. On 7/2024 we replaced the right side converter and on 10/2024 we replaced the left side converter again. Although the converters do fail, we understand there is a chance the recall may have prevented replacement. **** will have to determine if a refund is warranted based on the recall. We can't reference case #CXH03636169 and have also tried using your vin number and last name with no luck. All of our customer case numbers start with ***. Can you please contact **** and have them forward the case to Sawgrass Ford so we can review their notes. Or they can email the case directly to our service manager **** ******* at *********************************** They may also call him directly at ************ to discuss the possibility of a refund. Thanks.   

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22962671
  
  I am rejecting this response because: As per instructions from Mr. ******** on 3/18 I called customer service and spoke with ********** Over the course of our conversation, I mentioned the most recent response from Mr. ******** She told me she knows Mr. ******* "very well" and would call him. She proceeded to tell me she would put me on hold and call him. After waiting almost 30 minutes on hold, we were disconnected. I have tried 3 0r 4 times to contact ********* with no luck. Another representative said she would DM her to call me back. I don't know if she contacted Mr. ******** I'm assuming she did call him, but again I had no reply from ********* or Mr. ************************************** *****

  Business Response

  Date: 04/02/2025

  MESSAGE FROM CONSUMER:
  
  I will settle for a refund of labor and car rental costs since I already have the new parts

  
  Message to the BBB on Thursday, February 27, 2025
  Can the customer please forward us his rental bill. Thanks.

  The customer requested a refund of the car rental and labor costs. On 2/27 we requested a copy of the rental bill and have not received it. I copied the feed above. 

  Customer Answer

  Date: 04/05/2025

  My most sincere apologies. I never saw the message from Feb 27. All the information you request is in the documents I sent to the BBB. However if you like, I can send them directly to Sawgrass Ford. The documents show the charges from **** and Enterprise with corresponding dates. I am sorry for any inconvenience.

  Business Response

  Date: 04/08/2025

  On you Capital 1 credit card we found 3 charges from Enterprise. They were $82.03, $116.54 and $55.66. The total for the 3 is $254.23. Is that the extent of your rental bills. If so please confirm and Sawgrass Ford will reimburse you $254.23. Thanks.

  Customer Answer

  Date: 04/08/2025

  All charges are related to the repairs. Are you going to include the labor costs?

  Business Response

  Date: 04/09/2025

  This is and has been an issue between the customer and *************. The customer can still pursue reimbursement through ****. As a goodwill gesture we are willing to offer the customer rental reimbursement in the amount of $254.23 and $500 towards the labor cost for a total of $754.23. If in agreement we will cut and send him a check today. Our good will reimbursement is based on the customer being a loyal service customer at **********************. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 22962671
  
  I am rejecting this response because: The only problem is there were 2 labor charges. One on 7/8/24 for *******, and one on 10/24/24 for ******, for a total of *******. I will gladly meet in the middle for ******* plus car rental costs.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/10/2025

  The 2 labor charges of $1222.32 and $731.50 total $1953.82, not $2983.82. We will make a final goodwill offer of $1000 which includes the rental bill. I understand the customer's point of view, but all warranty reimbursements are done through *************. The customer can still try and work with **** on his concern. We are just the servicing dealer. Our goodwill reimbursement is based on the customer being loyal to our service department. 

  Customer Answer

  Date: 04/10/2025

   
  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. Sorry about my error in math.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/11/2025

  We're processing Mr. ******* check in the amount of $1000. It will be mailed to the following address: ************************************************************************************. If this is not the correct address please email me at ******************************** Thanks.

• Initial Complaint

  Date:02/08/2025

  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 scheduled an appointment with ********** **** Margate. The service advisor advised me about a coolant intrusion and my vehicle is currently under a recall. I reached out to ****************** and they explain the recall letter was sent to the first owner which that unacceptable. Thy said they cant fix my car due to its over the mileage and I need a new engine because of because of the coolant intrusion. And they explained to me that they wanna charge me ***** for a New engine this is very unacceptable and I never received a letter about this recall. And they explained to me that my car is on operable

  Business Response

  Date: 02/18/2025

  This seems to be an issue between the customer and *************. Unless the vehicle is under a different name we were unable to pull any information by customer name. I'm not sure why we were included as her service appointment was at another dealership. If we can have the vin number we can try and research our records further, but it still is an issue between the customer and ************** 

• Initial Complaint

  Date:06/20/2024

  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.

  Bought a 2017 Chevrolet 2500 HD for $17000 cash, the dealership did nothing it was supposed to, to get the vehicle ready for sale and the trucks transmission is bad, so I paid $17000 for a truck that is broken with no remorse from the dealer.

  Business Response

  Date: 06/25/2024

  This vehicle was sold as an "As-is" Public Wholesale vehicle. The signed document explains exactly the terms and conditions. It's unfortunate the truck had an issue, but we state that clearly in a disclaimer the vehicle may need additional repairs and we encourage to have it inspected by an independent mechanic of the customers choice.  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21880164
  
  I am rejecting this response because:

  After knowing the truck had major issues and not disclosing them to us, especially after you told us your technicians inspect the vehicles, you sold us this vehicle, you got one over on a young couple just trying to make it in this world, congratulations I hope the $17000 on your revenue sheet was worth knowing you screwed over two kind souls. 

  Sincerely,

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

  Business Response

  Date: 07/08/2024

  We have nothing more to add. The disclaimer spells out the terms. Once again, it's unfortunate but we encourage these vehicles to be inspected by an independent mechanic of the customer's choice.  

  Business Response

  Date: 07/16/2024

  These pre auction vehicles are safety checked only. As per our disclaimer, we encourage customers to have the vehicle checked by a third party mechanic of their choice. There is no warranty on these vehicles as we can't determine if they need additional repairs. It clearly states on our disclaimer the terms of purchase. it's unfortunate the vehicle had issues.  

  Business Response

  Date: 07/16/2024

  Disclaimer attached

  Business Response

  Date: 07/22/2024

  This is our 4th repsonse to this complaint. The customer purchased an "As-Is" vehicle with No warranty. The customer signed the disclaimer knowing they had every opportunity to have the vehicle checked by a third party of their choice. We recommend they have it checked. The customer signed the disclaimer saying there was no warranty on the vehicle and took delivery. The signed disclaimer was sent on our previous responses. Thank you for your time in this matter.   

• Initial Complaint

  Date:02/17/2024

  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 would like to file a complaint against Sawgrass Ford in *******, ** regarding my 2018 **** Explorer purchased on 1/28/2021. In mid-October 2023, my check engine light illuminated, prompting a visit to the dealership. After inspection, I was informed that my engine needed replacement.As of February, my vehicle remains at the dealership, causing ongoing financial burdens. I am still making car payments while incurring additional costs for alternative transportation, including Uber and public transportation. As a home attendant, I've suffered wage loss due to the inability to drive to certain destinations.Sawgrass Ford cited a back-ordered part affecting all 2018 **** Explorers, leading to delays. Despite the circumstances, the dealership has refused to provide a loan vehicle, exacerbating my difficulties.

  Business Response

  Date: 02/26/2024

  Unfortunately the customer's vehicle has been in service waiting for an engine replacement. The replacement engine has been on back order and we still haven't received it. She can contact her sales rep and see about trading the vehicle. FMCC has given her extensions so she didn't have to make her car payments January through March. As soon as we have the replacement engine we will expedite the repair if we can't work a trade for her. We understand the added inconvenience of not having a car. We will reach out to **** again to see if we can get assistance for a rental. 

• Initial Complaint

  Date:10/31/2023

  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.

  This is my second time writing about this, at this point I'm not even angry anymore, I'm completely done with this car, after spending over 2000$ in repairs it died again leaving my 63-year-old and 13-year-old kid in the middle of the road. They had to walk in a very busy intersection to make to safety. This dealership has completely robbed me and sold a total unsafe car. After speaking with the General Manager and been told "well if you didn't like why, you got it." I came to the conclusion that this dealer is one of the worst on the market. Even the **** Finance told me there's nothing they can do because is an none **** car and that I have to deal with the dealership. This has been one of the worst experiences I have. I ended up without money repairing this car and no one is willing to help me, in words of the general manager " I don't know what you expect me to do, that happens with use cars, and is obvious the car is working so why you are calling" horrible horrible people. Botton line be careful when going to this dealership.

  Business Response

  Date: 11/08/2023

  It's clear this customer will never be happy with the purchase of her 2012 ******************* she purchased on December 1, 2022. If she's not happy with her car she can trade it in at any dealership of her choice for a newer vehicle. Her comments aren't accurate about what was said and we haven't seen the vehicle in service since April 7th, 2023. We're not sure where or what she spent $2000 to repair.  

• Initial Complaint

  Date:09/08/2023

  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.

  Bought a replacement mirror for my Mustang used the vin number on my car I misspelled my email on the order. They are now saying I didnt use a vin to order part. Had to use the vin just to find the part to begin searching the part explanation said exactly what I needed but I received the wrong part now they wont let me return it. I dont have a receipt because of the email mishap and they claim I didnt use vin to get part. Business doesnt care about people they just care about money

  Business Response

  Date: 09/19/2023

  The part was ordered by the customer through South ************ Parts website. During the order process it states if you don't order with your Vin number all sales are final. You have to check boxes during the process that explains our policy. We sent the customer the part he ordered and as a special order part all sales are final. If the customer can show us he had his vin number on the order we will reconsider his refund. Special order parts can not be returned to Ford.  

• Initial Complaint

  Date:08/26/2023

  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.

  I bought a vehicle from this dealer with 16K miles on it. The vehicle had several safety issues and I notified the dealer of these issues. The vehicle spent more than a month with them without me being able to look for it during this time. The first time they gave me a rented vehicle with Enterprise until the vehicle is repaired. the problem is that from that time they were supposedly covering my rent but a month later a letter that Enterprise is charging approximately 250 dollars for that vehicle that sawgrass ford did not want to pay. I've been trying to talk to them for 3 months and they don't solve that problem. I spoke with the manager of the advisors and he told me that he would solve it three months ago and nothing I call them once a week and nothing they did not answer the phone and they did not give any reason to solve the problem for me. This dealer scammed me by leaving the vehicle with them and then placing the Enterprise so that I paid the debt

  Business Response

  Date: 09/05/2023

  The rental bill in question was for $836. Enterprise was instructed to direct bill Sawgrass Ford. We were charged 2 separate amounts totaling $586. We will mail **************** a check for $250 as this was not his responsibility. 

  Customer Answer

  Date: 09/07/2023

   
  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:08/08/2023

  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.

  I purchased a certified preowned truck from sawgrass Ford in early June. 2019 F150 with 19,*** miles on it. I was told it is a gold certified preowned vehicle which comes with the 7 year powertrain and 12 month comprehensive warranty. Since purchasing the truck I have had problems with it. The truck rattles in two different places and a light is out on the steering wheel. An appointment was made and when bringing it in I was told Id have to leave it and it would be at least a week before a tec would be able to diagnose the vehicle. I was unable to be without a truck for over a week. I had to make preparations and make another appointment which was for August 22. I spoke with the sales rep who sold me the truck and he put me in touch with the shop *******. I met with him on August 7th. After he drove the truck he said it needs to be fixed. A service rep then told me everything was going to be paid out of pocket. I told them I just bought the truck, have video evidence of the rattles right after buying the truck, and would have brought it in sooner but appointments had to be made so far in the future. I also asked about the 12 month comprehensive warranty that came with my truck. They told me there is nothing anyone can do and I have to pay everything out of pocket. I spoke to every manager I could for help and they all told me there is nothing they can do and have to pay out of pocket. We apologize for the inconvience., unfortunately there is nothing we can do. Again I want to reiterate the truck is a certified pre owned truck coming with the dealorships gold certified warranty. A 12 month comprehensive bumper to bumper warranty that they are refusing to honor. And again I have video evidence of the rattling right after buying the truck.

  Business Response

  Date: 08/18/2023

  We contacted the customer the day after his service visit to return with the F150 so we can address his situation. He was going out of town and when he's back we'll set up an appointment to rectify the issue. 

  Customer Answer

  Date: 08/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the dealorship has said they will work with me to fix the problem. I will be bringing it in on August 24th and hopefully the problem will be fixed. 
  
  Sincerely,
  
  ***************************