Complaints

This profile includes complaints for Brandon Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brandon Ford

  9090 E Adamo Dr Tampa, FL 33619-3530

  
• 

  Brandon Ford

  8700 E Adamo Dr Tampa, FL 33619-3524

  

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:07/31/2025

  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.

  They claimed to be qualified and capable to repair an ** system in A motorhome with A **** V10 ENGINE. During the 1st. attempt: they evacuated , checked for leaks and recharged the system. FOUND NO LEAK and REPL**ED NO PARTS!3 days later ** was blowing HOT AIR ! During the 2nd attempt: they again vacuumed , checked for leaks and recharged the ** System...And AGAIN claimed "NO LEAK FOUND "NO PARTS were replaced !the ** was blowing air of 60... That's NOT A working ** ! ( check the temperature of the air inside your vehicle's ** vent...it should be 45 or below...!I was CHARGED $326 the 1st time And $236 the 2nd time .They also claimed nonsense such as " we're not able to do anything with any parts which are not **** parts...!? EVERY ** system has components made by different manufacturers! And if that's truly the case. WHY CLAIM THAT THEY'RE ABLE TO FIX THE ** SYSTEM TO BEGIN WITH!?I WANT THE MONEY I WAISTED REFUNDED AND THEIR ** REPAIR LICENSE REVOKED.

  Business Response

  Date: 07/31/2025

  Mr. **** has been contacted by Myself and my Fleet Manager ***** ******** about his concerns. We have apologized and refunded him the money that he has requested. I feel Mr. **** is satisfied with the outcome of his concern.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  

  The **** dealership has responded due to the BBB complaint and the ****** review. 

  this matter has been resolved. 

  you may close this case at this time.

   
  
  Sincerely,
  
  ** ****

• Initial Complaint

  Date:05/14/2025

  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 was notified of a safety issue in July of 2024 with my 2013 **** Explorer. There is an issue with the with the windshield side moldings flying off the car in traffic which could cause an accident. Brandon Ford said they placed the order with ****************** for the two side windshield moldings on October 29, 2024, three months after I first called about this issue. I called Brandon Ford on on at least 4 occasions over the last 8 months and I spoke to a service Manager in person at Brandon Ford reference this issue. He said he would check on it and help me get this issue resolved. That was roughly 2 months ago. I never heard from him again. I'm told these parts have been on back order and some have come in, but mine have not. I feel that Brandon Ford and ****************** are giving customers the run around reference this safety recall and have no intention of resolving this issue with these later model **** Explorers. Today, I was told by the Brandon Ford ****************** that they will have to place another order for this part. If this issue was taken seriously, the original order should still be valid. I'm at wits end and feel the ****************** and Brandon ford just want us to get frustrated and give up. Hopefully someone can help me get this issue resolved sooner than later.

  Business Response

  Date: 05/14/2025

  The customer has been in direct contact with the Service Manager (**** ****). Mr. **** has set the parts aside at our location. Mr. ******* is to be coming in 5/15/2025 to have them installed.

• Initial Complaint

  Date:04/09/2025

  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.

  The problem is that a motor vehicle, an Acura MDX 2016, was taken to the aforementioned place for repair on February 10th at 10 in the morning. The employee, ****** ******, told me that the car would be ready in approximately two weeks, but that was not the case. The car was delivered on March 17th. The employee always had an excuse, and on one occasion he told me that he was waiting for an auto glass technician to install the glass on the rear right side of the vehicle and that all the glass seals would be replaced with new ones to ensure there would be no water leaks.When we went to pick up the vehicle, we found that the passenger-side front door would not open using the touch sensor. He told me that even though that front door was not worked on, he would repair it on April 2nd and provide me with a rental car for me to get to work. Upon inspecting the (Acura) car, we noticed that the glass was never removed or that they installed the old seal.I have gone to the place on two occasions to ask for an explanation and to resolve the door problem, and I have not received any response since the employee is busy

  Business Response

  Date: 04/10/2025

  Body shop manager is meeting with the customer on 04-14-2025 to review options.

   

  dm

• Initial Complaint

  Date:03/13/2025

  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.

  I took my **** F150 to Brandon Ford for service in October 2024 for an issue with vibrations, noise, and clunking. After multiple days, they claimed they could not replicate the issues or find anything wrong with my vehicle, even though they were noticeable while driving. My truck was covered under the Premium Care **** warranty at the time which was due to expire the following month, and my truck was also due to enter the body shop for what happened to be a 100+ day repair due to parts issues.Upon return of my truck from the body shop, and less than ***** additional miles, the problems with vibrations, noise, and clunking not only persisted but got worse, and were now accompanied with a blinking engine light and loss of power. It was now evident that the vibrations were coming from the drivetrain.I returned to Brandon Ford to diagnose the problem, and they again told me that nothing was found to be wrong with my vehicle and to come pick it up. I had to take a half day off work, take the technician for a ride along, and sure enough the vibrations started and engine light flashed within the first 2 minutes.****** ***** was visibly annoyed when his technician confirmed the issues, raised his voice, and loudly stated hed check it over again, but regardless it would all be out of pocket because its unrelated to previous issues that they failed to diagnose. When I asked how it wouldnt be unreasonable to wait to decide until we know for sure what the problem is, and if it could be related, he told me to take my keys and take my truck with me if I didnt agree.He doesnt belong in any service based role. He has no people ********* was evident ****** was trying to cover himself from his teams continued negligence. Its unreasonable to fail to diagnose a problem until the truck blows up.I will have to find another shop to accurately determine the issues with my truck, and if found to be related, I expect it to be repaired per the terms of my warranty.

  Business Response

  Date: 03/18/2025

  Mr. ****** brought his vehicle to Brandon Ford back on 10/3/2024 with concerns of
  Customer states vehicle makes squeaking noise over bumps. Tech did not find any wear or tear on the steering or suspension. Vehicle has aftermarket suspension that tech recommended being retorqued..
  Customer states vehicle has a vibration over bumps. Tech checked the steering and suspension and did not see any wear or tear. States suspension needed to be retorqued.
  Customer states steering wheel making a noise on turns.. Tech found ok at this time and retorqued the suspension.
  Customer states when using a remote start on cold days with a/c hears a squeak noise from the engine. Tech checked the a/c system as well as the belts and pulleys and they were good. Tech also checked the engine for oil or coolant leaks and found none.
  
  Mr. ****** was advised on the repair order of all findings and picked up his vehicle. He then returned on 3/5/2025 with the concern of clunking and vibration from front end under slow speeds and acceleration. Noise from the steering wheel. The technician road tested the vehicle and did feel a vibration at ***** mph that was attributed to the aftermarket tires and suspension. The customer requested to go for a road test with the technician. Shortly into the road test the customer made a hard acceleration and showed the technician the check engine light blinking. This was never ****** up as a concern. The technician did check codes and found no codes present. The customer was then advised that further diagnostics would be needed, and a diagnostic charge would be required. The customer became upset and stated this is the same concern as when he was in October. The Advisor explained to Mr. ****** that we never had a check engine light concern. Mr. ****** feels that his extended warranty that was in effect in October should cover his concern. Mr. ****** was explained unless we find a failure with the concern present while it is covered by time and milage, we would not be able to cover under any warranty. He became very upset and started yelling and cursing on the service drive. At this point the Service Manager **** **** took him into his office and explained to him that we would look at his vehicle but would not be able to cover under warranty as it is expired. At that point he said he did not trust us and was getting a second opinion. Mr. ****** was not charged with any of his visits. At this time we have done everything that we could for Mr. *******

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23060726
  
  I am rejecting this response because:

  The response from Brandon Ford is not factual. Please see attached screenshot for proof. 

  It is very frustrating to bring your vehicle in for service with a problem to be diagnosed (and to be excepted to pay for such diagnosis) when the result is a failure to diagnose the actual problem. Brandon Ford failed to diagnose the problem in October, and they failed again in March. They blamed the symptoms on aftermarket wheels and tires, which had nothing to do with the actual issue. 

  ****** ***** was clearly informed of the engine light, because the truck was now violently shaking and went into limp mode prompting me to get it back into service asap. I am also attaching text screenshots that show communication with ****** on March 6th instructing him exactly how to replicate the problem and clearly informing him of the check engine light... and still they failed to diagnose it other than "you put aftermarket wheels and tires on your truck, you're on your own".

  ****** stated that he talks to so many people a day, he can't remember the conversations he has. That is a poor excuse for providing subpar service to **** customers. These 2 interactions with Brandon Ford's service department provided me with no value, and wasted hours of my time. 

  Instead of going into the conversation with an open mind, that it's possible that the vibrations, clunking, etc could have gotten so bad that they are now accompanied with an engine light.... which is a fact, they doubled down on my aftermarket wheels and tires to avoid liability. Logically, at this point, they still couldn't diagnose the problem, so how could they know with any level of certainty what is related or not?

  I would also like to set the record straight that ****** raised his voice first, ripped my keys out of the service pouch, and dangled them in the air on the service drive prompting an argument. As a service oriented manager I would expect him to de-escalate, but ****** chose to escalate instead. All of this could have been avoided if he left the ego at home.  

  Sincerely,
  
  Ashdon ******

  Business Response

  Date: 03/19/2025

  Customer never relayed a concern of a check engine light until after it was dropped off on 3/5/2025.prewrite signed by customer on 3/5 states clunking and vibration from front end under slow speeds and acceleration. As per customers documentation on 3/6 as it was brought to Mr. ******* attention after it was dropped off to have the tech check the vehicle for codes for a check engine light. The vehicle had no codes as documented on customers documentation. It was only found that when customer road tested with tech that the check engine light blinked on hard acceleration.
  

   The original documentation from when the customer dropped off states squeaks and vibration over bumps, Steering wheel loose and squeak nose when started when cold and a/c on. The customer signed the prewrite. The customer had until his warranty expiration date of 12/11/24 to address any concern that would be covered under his warranty. As far as we know the check engine light is a new concern. Pre writes attached.

  
  

• Initial Complaint

  Date:02/20/2025

  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.

  See Documents Attached

  Business Response

  Date: 02/21/2025

  Brandon Ford followed ****** procedure regarding the repairs on this customer's vehicle.  **** has conveyed that they recognize that this is a ****************** issue and is currently being reviewed by engineering.  Currently, there is not a recommended repair process for this customer's vehicle.  We continue to encourage the customer to talk with **** for a resolution.  

   

  dm

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22967028
  
  I am rejecting this response because: both Brandon ford and ****************** knew about this issue for over 2 years and lied and mislead us into believing it was just a defective battery each time to keep us from doing the lemon law. Once the 2 years passed and they were in the clear the truth came out. This is fraud and I believe there is an exception under the lemon law for this. There is no current fix for this issue per ******************. It affects every **** maverick hybrid made in 2022 when is enough enough? Anybody can see that they lied and committed fraud. I was an investigator for the *************** for over 35 years and And lead a detective division. My cell number is ************. Feel free to call me to discuss this further.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/27/2025

  While Brandon Ford cannot speak to what ****************** knows and when they knew it, the consumer's assertion that Brandon Ford intentionally withheld information is false, defamatory, and we believe intentionally misleading.  We have tried to help this consumer with information as he continued dialogue with *******************  We are extremely disappointed with his baseless assertions.  This is a manufacture decision, and we continue to encourage the consumer to reach out to the manufacturer, *******************

   

  dm

• Initial Complaint

  Date:02/12/2025

  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.

  Brandon Ford said they would refund the extended warranty money ($3,226.95), which I was unaware they had sold to me. I noticed this and immediately canceled it on January 20th, with the purchase date being January 19th. They agreed to give me the refund, but the financial entity, ***************************, which is supposed to receive the refund, has not received the refund check, even though Brandon Ford announced they would mail it out a long time ago. Despite both ************** customer service and I asking them when they mailed it to confirm, Brandon Ford has been completely ignoring our messages. We have left numerous messages on their voicemails.

  Business Response

  Date: 02/12/2025

  The consumer requested cancellation of his extended service agreement.  This request was executed immediately.  This process takes several weeks before it is fully executed.  This has now been achieved and the check was mailed to the customer's lienholder as is required on 02/11/2025.

   

  dm

• Initial Complaint

  Date:10/21/2024

  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.

  We received a letter from **** regarding Safety Recall Notice 23S55/NHTSA Recall 23V675 for our 2021 **** Explorer. As soon as we received it, we went to the dealership to have the part replaced. Weeks later, we are experiencing noises and vibrations in the rear of the car, so we took it back to the dealership. They refuse to take responsibility, saying it could be caused by other issues, even though the letter describes exactly what is happening with the vehicle. This is a safety issue for my wife and me, as we drive the car and are at risk for our lives. The dealership is Brandon Ford, ********************************. The manager, ***** was very unprofessional and rude; he did not care at all about what we were saying.

  Business Response

  Date: 10/21/2024

  We had performed recall 23S55 (Rear Axle Bolt Fracture) 5/23/24 approx 14k miles ago. Customer came in Friday afternoon and demanded we take responsibility for his concerns and wanted us to pull it in and repair it while he waited. The customer demanded we fix everything for free and became very upset when our Service Manager let him know that we would not take responsibility until we inspected the vehicle. The Service Manager offered to get the vehicle in as soon as we had an available tech that would probably be Monday morning. ******** (Service Manager) told the customer that he did not recommend driving the vehicle until it was inspected. The customer then drove off without letting us inspect the vehicle. Brandon Ford would be happy to inspect the vehicle and would recommend having it towed. If Brandon Ford is responsible for any damage, we will cover the cost. 
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22442730
  
  I am rejecting this response because:

  The conversations did not happen as *** **** states. I arrived at the dealership thinking I could trust them. I mentioned that I had been experiencing unusual noises and vibrations at the rear, which is exactly what the letter from **** stated would happen if that part broke. I found the right rear wheel without 3 wheel locks, and the other two were loose, which clearly put me at risk of an accident. They had replaced the recall part a few months ago, so I went in to have it checked.
  
  When I arrived, I spoke with *** ****, who told me that he wasn't sure if that was the issue, and that he was the expert. He was going to schedule an appointment to give me a diagnosis and estimate. I mentioned that the problem stemmed from the recall part, and in a joking manner, he said someone might have wanted to steal my wheels, clearly mocking me and trying to deflect responsibility in case the issue was related to the recall part. The service and treatment I received were not professional; I have never experienced such unprofessional behavior before. Thats why I left with the vehicleI no longer trusted their services

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

  Business Response

  Date: 10/22/2024

  Brandon Ford's position remains the same as previously stated.  Until a thorough inspection is performed, Brandon Ford will not commit to performing any repairs for this consumer.  It is our position that if performing the recall has caused any problem with the consumer's vehicle, Brandon Ford will work with the manufacturer and the customer to reach an appropriate resolution.  The consumer will have to coordinate with the service department to coordinate an inspection time and date.

   

   

  dm

• Initial Complaint

  Date:10/02/2024

  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.

  I am filing a claim regarding my 2024 **** F150 Raptor, which I purchased new from an out-of-state dealer. Upon delivery, I noticed a defect in the dashboard, which appeared to have been damaged during installation. I brought the vehicle to my local **** dealership, Brandon Ford, to have the issue inspected.While waiting in the service line, a service manager informed me that because the vehicle was within 30 days of purchase, only the original dealer could fix the problem. Since that dealer was out of state, I asked if the issue would be covered under my **** warranty if I brought the vehicle back after 30 days. The service manager assured me that it would be covered, and there was no need for immediate concern. I then asked the service manager if I could just have this resolved at my first service appointment since it is a relatively minor issue, and he stated that would be fine--reiterating not to worry about it.However, when I brought the vehicle in for the service and filed a warranty claim, I was told that because the issue was now outside the 7-day period, it would no longer be covered under warranty. Despite my attempts to resolve this with both Brandon Ford and **** directly, I have been told I am responsible for fixing the defect out of pocket.I relied on the service manager's advice, assuming their guidance was correct. Now, I am left to fix a manufacturer defect on a brand-new $90,000 truck at my own expense, which I believe is unfair and unprofessional. Had I been given the proper guidance when I identified the issue and still within the warranty period, this all could have been resolved.

  Business Response

  Date: 10/02/2024

  We have researched our records and cannot find a record of initial report of dash concern.  Further, the condition that exists on the dash does not meet the criteria for manufacturer defect.  Despite this, we contacted the manufacturer (****), on behalf of the customer in an attempt to assist the customer.  **** declined to cover this concern as they determined by pictures that this was not a defect, rather they referred to it as damage. The customer's warranty start date is March 27, 2024.  Our first recorded contact with this customer was September 13, 2024.  **** will be in the best position to assist this customer.

   

   

  dm

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22369238
  
  I am rejecting this response because:

  On October 2, 2024, I filed a complaint with the BBB against Brandon Ford. The bottom line of that complaint was that I was instructed by Brandon Ford to wait past the 30-day period to fix an issue on my dashboard because only the purchasing dealer could service the truck in 30-days. I confirmed with the Service Manager that I can come back after 30-days to get this issue fixed under my warranty. He assured me that I was safe to leave and it wouldn't be an issue. Later, I returned and was told it wouldn't be fixed by warranty and should have been done in the first 30-days with the purchasing dealer -- counter to what I was told. I therefore filed a BBB complaint. On or around Feb. 10th, I scheduled a ****** mile service on my 2024 **** F-150 Raptor with Brandon Ford. I was told I could have an 08:00 am appointment for Friday, February 14th. I showed up to my appointment slot only to find out that my appointment was either never made or was cancelled. The service advisor told me not to worry, that it was a light day and they could have me out in an hour to an hour and a half. While waiting in the lobby, I was called and informed they could not do the service on my vehicle. I asked to speak to the manager. The manager informed me, in no uncertain words, that since I filed a BBB complaint, they would not be able to service my truck. Retaliation for me holding them to a standard and filing a BBB complaint, is unethical business behavior. Since they had already seen my vehicle since that BBB complaint, this can also be viewed as unfair treatment and discriminatory business practices.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/18/2025

  Customer was advised from the first visit that the dash had a scratch/*****.  Even though this falls outside of the manufacturer's warranty guidelines, Brandon Ford submitted a request to ****************** to review for possible dash replacement.  **** denied this as it is not a manufacturer defect, rather damage.  Further, the customer was advised to contact his selling dealer in ***** to see if they would pay for the repair as the customer asserts that it was that way from time of delivery.  The customer has been advised of this on multiple occasions.  Given the contentious nature of our interaction with the customer, ********************** has chosen to no longer engage with, nor do business with this customer. 
  
   
  
   
  
  dm

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22369238
  
  I am rejecting this response because:

  Complaint: 22941461
  
  I am rejecting this response because:
  
  I am writing to formally respond to Brandon Fords misleading and inadequate reply to my complaint. Their response fails to address the central issue, which is retaliation for my prior BBB complaint and refusal to provide service solely on that basis.
  
  Key Facts of My Complaint:
  
  - Retaliation for Filing a BBB Complaint The primary reason I was denied service, as stated explicitly by their manager, was that I had previously filed a BBB complaint in October 2024. This is an unethical business practice and should not be ignored.
  - Deflection to Warranty Issues Their response primarily discusses a previous dispute over a dashboard issue, which is not the focus of my complaint. Regardless of that separate matter, they serviced my truck after that complaint was filed. It was only when I scheduled my 20,000-mile service in February that I was denied service.
  - Unfair and Discriminatory Treatment I was given a service appointment, arrived at the scheduled time, and was initially assured by a service advisor that my truck would be serviced. It was only after waiting that I was informed by a manager that my service would not be performed due to my prior complaint.
  
  Brandon Fords response does not deny that they refused service based on my BBB complaint. Instead, they attempt to shift focus to a past dispute to justify their actions. However, businesses should not be allowed to refuse service simply because a customer holds them accountable through legitimate consumer protection channels. This is a clear example of retaliatory behavior.
  
  Requested Resolution:
  
  I request that Brandon Ford either:
  
  - Acknowledge their unethical retaliation in a written apology and correct their business practices to ensure this does not happen to other customers, or
  - Allow an independent third-party investigation into their service practices, as this behavior may indicate broader issues within their business.
  
  I expect the BBB to hold Brandon Ford accountable for these actions, as their refusal to provide service based on a legitimate complaint is a serious consumer rights violation.
  
  Sincerely,
  
  MAJ(R) ***** ******
  
  

  Business Response

  Date: 02/21/2025

  Brandon Ford submitted the repair to ****************** for review.  **** refused warranty repair on this dash as it wasn't a defect, rather it was damaged.  The consumer's claim of discriminatory practices and retaliation is absolutely without merit and bordering on willful slander.  Brandon Ford's position has not changed and will no longer engage with this customer. 
  
   
  
  dm

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22369238
  
  I am rejecting this response because:

  
  Complaint: 22941461
  
  I am rejecting this response because:
  
  Brandon Fords latest response still does not address my primary complaint: that their service manager explicitly told me they would not service my truck because I had previously filed a BBB complaint against them.
  
  Instead of addressing this issue, they continue to deflect to a prior warranty dispute, which is irrelevant to this complaint. The fact that they now resort to suggesting my claim is bordering on willful slander is an attempt to intimidate me and discourage further action. However, my statements are factual, and they have not denied that the manager told me I was refused service due to my initial BBB complaint.
  
  By failing to acknowledge this and refusing to engage further, Brandon Ford is essentially confirming their unethical and retaliatory business practices. I request that the BBB take appropriate action to reflect this in their rating and consumer reports.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:06/28/2024

  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 bought a 2021 **** EcoSport brand new, off the lot. I purchased the extended warranty, good until ****** miles. My first engine failure was at ****** miles. ** exception was made to my warranty and I had to pay out of pocket for an engine replacement. Around ***** miles later, the engine failed again, causing me to have to pay out of pocket for an engine replacement. **** has an active recall for this year, make, and model for having a compromised engine oil pump, which causes engine failures. I have attempted a vehicle buyback process through **** and have been denied because Florida Lemon Law requirements are not met. I do not feel that this is a matter of Lemon Law. Those matters are for vehicles that were meant to function and failed. This vehicle was always doomed to fail because of the faulty parts used in production. This should be a matter of **** Motor Company correcting a known error. The recall was given an advance notice as early as January and stated that guidance for repairs/replacements would be available by the second quarter. At the END of the second quarter, guidance is finally available. **** will have a replacement engine oil pump that will solve this problem in 2025. Additionally, I have been told that reimbursement for the engine replacements I have already paid for will not be an option until the recall repair begins. This is an absolutely unacceptable length of time. As previously stated, I bought this vehicle new. So I still owe around $20k on it and have put $15k into repairs. I make a monthly payment of $455 for a vehicle that I cannot use. This has created the greatest mental, financial, emotional, and marital strain I can imagine in the course of more than a year this has been ongoing. I would not wish the fiscal nightmare that I have undergone on my worst enemy. ******, it would seem unbelievably unfair to only offer a "solution" to an error on such an insanely extended timeline. **** has utterly failed me.

  Business Response

  Date: 07/17/2024

  Customer has a concern of multiple engine failures. Customer states concern is due to manufacturer defect as per recall letter sent from ***** The concern customer describes is a known **** issue that **** has mailed out a recall with no fix at this time. This is a manufacturers issue not a dealer issue as we are not allowed to deviate from the recall letter provided by ****. I have called the customer and discussed the recall with him. He is aware that the letter states any refund would not be available until the recall is performed estimated in early 2025. unfortunately, this is a defect that can only be addressed when the manufacturer has supplied a repair. I have offered to assist the customer and reach out to them on his behalf once he has supplied receipts for the diagnosis and repair.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21915541
  
  I am rejecting this response because:

  While I appreciate the intermediary efforts being made by the person of contact with the manufacturer, I will not be closing this case until a solution is provided through this forum. 

  I will not accept any agreement to "settle this offline" in any way. 

  Up to this point, I have been ceaselessly taken advantage of and shrugged to the side by ****, which gives zero satisfactory answers and the answers eventually provided are on a delayed timeline, as evidenced by the time taken to offer a first reply to this BBB claim. 

  I have sent the requested documents to the person of contact in this case and look forward to receiving a considerate and actionable solution through the BBB.

  Thank you, looking forward to hearing some good news soon. 

  
  Sincerely,
  
  Neriah ******

  Business Response

  Date: 07/18/2024

  This BBB case is a Manufacturers concern. The Manufacturer is in the best point of contact as the customer states his concern is in reference to a **** recall. Any decision to assist this customer would need to be made by **** Motor Company. Copies of the receipt have been forwarded to local Zone Representative. I have attached receipts provided by customer.

• Initial Complaint

  Date:03/04/2024

  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 hit by another driver and I don’t believe Brandon Collision (assigned by her GIECO insurance) restored my vehicle to pre-loss condition. There are many issues with it immortality since I got it back. The manager also sort of forced me to take it regardless of my concerns stating he would contact GIECO and get back to me. He did not, I had to make multiple attempts at communication (this occurred the entire experience after no initial communication before even completing the repairs without contacting me about what they were going to be. Additionally, it took a month to be ready for pick up without parts delays even though a shorter timeline and tight communication from Adam the manger was promised to me). I also don’t believe they were honest about their work because the first time they tried to get me to pick it up, they stated they test drove it themselves and it took me & the manager 30 seconds of driving it to realize something wasn’t working right. Then they stated there was an issue with the suspension that they then supposedly fixed. Because of that inconvenience, they gave my car an oil change that was coming up. But there are still the issues I expressed to all parties involved (shop & insurance) and no one seems to care or want to help me as the claimant so I am having to fight & advocate for my car to be restored to pre-loss condition so it works properly as it did prior to an accident someone else caused. It is now going through an inspection somewhere else that I have to be inconvenienced for yet again and had to fight tooth and nail with GIECO for. Brandon Collision was non-communicative, dishonest & highly dismissive to me and I have since heard similar experiences from others whose vehicles have been assigned to them for repairs.
  

  Business Response

  Date: 03/09/2024

  This repair was for a front bumper, headlight and fender.  The consumer complained of additional items including sunroof, engine running rough issue and suspension issues.  Brandon Collision contacted the insurance company on behalf of the consumer.  Geico made a determination that the additional items that the consumer wanted repaired were not part of the loss.  Brandon Ford cannot make these repairs beyond what was approved by the insurance company, unless someone agrees to payment.  At this time, Brandon Collision will take no further action.

   

  dm

  Customer Answer

  Date: 03/18/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The facts of that are still being investigated. The insurance company is working through their process of the claim. I’d also like to note that I did not report issues with specific systems or parts just expressed new things I was experiencing  after being pushed to take my vehicle off their lot.
  
  
  
  Sincerely,
  
  
  ******** *******

  Business Response

  Date: 04/01/2024

  Brando Ford does not disagree with the consumer's position on their most recent rebuttal.  Considering that, the insurance company remains the responsible party that will decide if the additional items/concerns with be considered part of the original loss.  Brandon Ford has performed the repairs authorized by the insurance company.  We can take no further action until a decision has been made.  

  Customer Answer

  Date: 04/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issues are either came from the accident which would be the insurance’s responsibility or the supposed repairs which would be the collision centers responsibility. There are very serious issues since being forced to take the vehicle home the second time.
  
  
  
  Sincerely,
  
  
  
  ******** *******