Complaints

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

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  Courtesy Ford

  1636 Dogwood Dr SE Conyers, GA 30013

• 

  Courtesy Ford

  1636 Dogwood Dr Conyers, GA 30013

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:07/22/2025

  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.

  ******************************* Recall 2021 **** F-150 VIN ***************** I am filing this complaint regarding a serious safety issue with my 2021 **** F-150 (VIN #*****************). The wipers sometimes stop mid-sweep or malfunction during operation, creating a major hazard during rain and poor visibility. This appears to be related to **** Recall 22S12, which addresses defective wiper motors on this vehicle model.I contacted a local **** dealership and asked if this recall had been completed. They could not confirm it. Instead, they told me that the problem might have been caused by an oil change shop replacing the wiper blades and that I would be responsible for paying $200 for an inspection and up to $400 for repairs, even though the issue appears to be recall-related.Replacing wiper blades is routine maintenance and should not affect the motors function. I can find no technical data or public documentation that supports the dealerships claim that improper blade installation causes a wiper motor to fail or stop mid-cycle. This sounds like an excuse to avoid honoring the recall.I am unsure whether the recall was ever completed on my truck. If it wasnt, it needs to be done now. If it was, and the motor is still failing, that indicates a faulty or incomplete recall repair. Either way, **** should not charge me for diagnosing or fixing a known recall-related defect.I am requesting:Written confirmation of whether Recall 22S12 was completed Immediate inspection and proper repair if the motor was not replaced Coverage under recall or warranty if the part remains defective Im also reporting this to the Better Business Bureau to document what I believe is an unfair attempt to shift responsibility and costs for a known safety issue.Sincerely,****** English ************ ***************** VIN: *****************

  Business Response

  Date: 07/23/2025

  Good morning.

  From our ************* Team's research:

  The recall, 22s12, is not covered by your VIN.  The vehicle was built after the cutoff dates.The cutoff was March 22, 2021, and your vehicle was built on July 4, 2021.  Additionally, the customer had wiper blades installed elsewhere.  The aftermarket wiper install is when the problem started. The recall for the wiper motor is not on the recall list, as verified on the repair order dated 03/18/2023.  The charges to Mr. ******** are as follows:$200.00 to diagnose the issue with the wipers and $200.00 to repair and readjust the wipers that were knocked out of adjustment by the third party that installed wiper blades. 
  

• Initial Complaint

  Date:05/21/2025

  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 brought my truck to Courtesy Ford to have a recall completed on the SYNC/entertainment system on my 2020 **** F-150. I picked up the truck after the dealership told me the recall had been completed only to discover that the system didn't work at all. The screen stays black, the rear camera doesn't work, and the system would not boot up after repeated soft and full restart attempts. The left side steering wheel controls were also not working correctly either. I reported these problems to the dealership and per usual they acted as if they couldn't care less and failed to follow up with me about a resolution. Unfortunately, this is the typical substandard repair quality produced by Courtesy Ford's service department, but I will not tolerate this on my vehicle. My vehicle's entertainment system worked fine when the truck was dropped off but it was clearly damaged by an incompetent service department and I demand that Courtesy Ford rectify their fraudulent "repair" promptly or I will seek damages through legal action.

  Business Response

  Date: 05/27/2025

  Good morning.

  We are sorry for your frustration.  I will reach out to our service department and research this problem.

  Courtesy Ford *******

• Initial Complaint

  Date:05/15/2025

  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.

  "On 4/25/25 I took my vehicle to Courtesy Ford for service. They did a diagnostic on my vehicle and told me what it needed and the cost for repairs that it would take to fix my vehicle. The cost was ******* to repair it. I told them to repair the vehicle and I would pay the ******* for the repairs. I called around for 10 days straight to get an update on my vehicle. The communication with this dealership was poor and I barely could get anyone on the phone. On May 5 after they had my car for 10 days they call and said it was ready. I went to the dealership to pick up my vehicle. They said I owe ******* for service. I paid with my debit card. After I paid, they gave me the keys to my vehicle. I went to my vehicle to start it and the vehicle wouldn't crank and the ** wasn't working. The vehicle was in worse condition than when I brought it in. All these things were working when I brought it in. The mechanic came out and listened to the sound it was making and said he will take another look at it. So after I paid I had to leave my vehicle with them again because it still wasn't working. On May 8 after they had my vehicle for a total of 14 days he said it needs more repairs and it would be an additional ******* to fix it. So these new repairs came about after the mechanic worked on it the first time and after the first diagnostic, and after I paid the first time. I told him I didn't have $******* and that I had already paid them to fix the car the first time according to their diagnostic. I didn't have any more money for repairs. I had to call a tow truck to the dealership to have the vehicle towed back to my house because the vehicle wasn't drivable. I paid them ******* for service to my vehicle to have it repaired and the service wasn't rendered because the vehicle still didn't work after their repairs. I had to call a tow truck to get the vehicle back home. They kept my vehicle 14 days and I was out of ******* and the vehicle still doesn't work.

  Business Response

  Date: 05/16/2025

  Good morning.

  We apologize for your frustration and will investigate immediately.

  Sincerely,

  Courtesy Ford *******

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23334772
  
  I am rejecting this response because: I want a full refund to both of my debit cards used. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/20/2025

  From our Service Manager:

  This customer had multiple issues. The first set of issues were misfire on multiple cylinders. We addressed them by replacing spark plugs, coils, and valve cover gaskets that were leaking oil into the cylinders. At that time, we made the customer aware of the over temperature code that was stored in the computer as well. The customer stated that her husband already repaired that. The thermostat was not repaired nor was the coolant temp sensor. These were both noted on the original repair orders that the customer declined diag and repair. We addressed the running issue which was the misfire and during the test drive noticed the overheating issue.
  
  
  The customer is saying that the ac is not working. When the engine overheats then the computer will shut down the ac to protect the engine. 
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23334772
  
  I am rejecting this response because when I brought my vehicle in my vehicle was drivable and only needed a tune up. You did a diagnostic on my vehicle and told me what I needed and what the cost would be. I paid you to repair my vehicle according to your diagnostic. After you called and said it was ready for pickup the vehicle was no longer drivable. After your mechanic worked on my vehicle you said I need additional repairs. I shouldn't have to pay you any additional money because your mechanic sabotaged my vehicle after he worked on it. As far as my husband working on my vehicle anything my husband did was prior to me bringing my vehicle in to you. So my husband working on my vehicle before I brought it to you has nothing to do with you and what your mechanic did to my vehicle. I paid you guys to repair my vehicle and it's not repaired it's sitting in the yard not drivable because of what your mechanic did. I am requesting a full refund because your mechanic sabotaged my vehicle. My vehicle is in worse condition now than when I brought it to you. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/27/2025

  Good morning.

  I will notify the Service Manager.

  Courtesy Ford *******

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23334772
  
  I am rejecting this response because I would like a full refund to both debit my cards in which I paid. Once your service manager refund my money I will consider the matter resolved. 
  
  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.

  On April 8th I took my vehicle into Courtesy ford of ******* for a scheduled recall repair. At this time my car started overheating and the check engine light came on. Upon fixing the recall I also asked if they will do a diagnostic on the check engine light. Courtesy Ford of ******* service department's misdiagnosis and inflated repair quote which resulted in a significant inconvenience and expense for me. The dealership incorrectly diagnosed the overheating issue as a coolant bottle and hose problem, despite some of those parts being replaced 3 weeks prior, leading to unnecessary repairs and a second diagnostic fee at a different ********. Being that they are dealership service department and they specialize in the make and model of said vehicle I felt they would be the best option to inform me correctly of the issues.After charging a diagnostic fee for $440 and having the car for over a week the engine tech incorrectly identified the coolant bottle and hose as the cause of the overheating and check engine light issue.The dealership quoted a repair price of $2338.81 for replacing the coolant bottle and hose.I declined the dealership's repair and returned to the original ********, who then re-inspected and replaced the parts again. Which led to still having the same issue after having the parts replaced according to the diagnostic from **** service department. The same day I still had the same overheating issue after all the repairs. This led me towing the car back to the second ******** and paying another diagnostic fee, who then correctly identified the issue as a faulty thermostat and a malfunctioning coolant bypass sensor.The **** dealership service department's failure to correctly diagnose the issue and their subsequent misdiagnosis and high-priced repair quote led to significant inconveniences and expenses for me such as missing days of work and having to pay for a rental car. I would like a $440.00 refund for my diagnostic fee back from ****.

  Business Response

  Date: 05/16/2025

  Good morning.

  We apologize for your frustration and will investigate immediately.

  Sincerely,

  Courtesy Ford *******

• Initial Complaint

  Date:01/25/2025

  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.

  On Friday January 3rd, 2025 at approximately 10 AM, I arrived for an appointment that was scheduled with this **** dealership in advance, as a result of a recall notice I received concerning my 2020 **** EcoSport. There is a known issue that could cause [t]he oil-drive belt tensioner arm [to] fracture or separate, which can cause a loss of power and power braking assist.When I came in for my appointment, the woman instructed the man at the desk to turn me away in the shadiest of ways, in front of multiple customers after I pleaded with them to at the very least honor my appointment [I was also hoping to have them to aid me with getting an autobody repair estimate since a drunk driver hit me and I needed an estimate for court - never got to bring this up].I informed the staff members at the desk that I made the appointment because I am a disabled rideshare driver, and I m in fear that this issue will impact my safety and that of my passengers. I delayed bringing it in for as long as possible because of parts availability issues in 2023. The man and woman told me that I had to have my car cease operating on the road in order to have them respect the recall notice.

  Business Response

  Date: 01/28/2025

  Good morning.

  I apologize for the frustration you have experienced.  I spoke with our **************** Team and the manager, ***** *******, said he would call you.  Please, let me know if you require anything else and have an excellent day.

  Courtesy Ford *******

• Initial Complaint

  Date:01/05/2025

  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.

  In November of 2024 I took my 2013 **** focus to this dealership because I was having issues with it. Off the back I was charged $500 for a diagnosis. Couple days later I got a called about what the issue was. Got the issue fixed but it wasnt resolved. Going back and forth with them they forwarded me to another company they are partnered with. They told me I needed a computer install got the computer but it was placed on another vehicle. Another up to date computer was purchased. Was placed in. They told me I needed a transmission so I purchased another one was installed along with the brand new computer. Then it wouldnt start up after they installed the brand new one and remind you it was starting before. Now they are saying they dont know whats wrong with the car it might be electrical problems. I have spent so much money on unnecessary repairs, money I dont have because I am disabled and live on fixed income. I have been going back and forth with these people with no resolution, response, and attitudes. I need help because I have called customer service, the **** number, provided feedback three times and no one will help me. Please please someone help regarding this situation. Thank you.

  Business Response

  Date: 01/07/2025

  Good morning.

  I apologize for the frustration you are feeling regarding your vehicle.  I went through our notes on the case and I need clarification on a couple of the items you mentioned:

  1.  $500:  I do not see where we charged you this amount.  The amount our records show is $0.00.  Would you mind responding with a copy of your receipt so I can investigate further?

  2.  The 'third-party" we referred you to is to help with financing repairs if a customer is looking for other options of payment for big repair jobs.  Did you pay out of pocket for the repairs you mentioned?  Again our records don't indicate that a payment was made and a receipt would be very helpful.

  If you could help me with these two items then I'll be able help more.

  Sincerely,

  Courtesy Ford *******

   

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22770101
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 01/13/2025

  Good morning.

  After looking at your attachment, I believe I found where the issue is.  Your attachment is an estimate.  I've attached the actual receipt of the repair order where you can see you paid $0.00.  Is there any other documentation you may have?

  Sincerely,

  Courtesy Ford *******

   

   

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22770101
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

  I gave the money to *******. That is what he gave me after I paid to have my car back. You will have to ask him what he did with the money I gave him.

  Business Response

  Date: 01/13/2025

  Good afternoon!

  I spoke with the service advisor and he stated that he did not receive any money from you.  Would you mind submitting another form of proof of payment, please?  We have two documents so far.  The one for an estimated $500 and the repair order that closed at $0.00.

  Thank you.

  Courtesy Ford *******

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22770101
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

  I have stated already I did not pay with a card. I paid ******* **** money and he gave me the paper I thought was a receipt after I counted and handed my money to him in his hand. 

  Business Response

  Date: 01/14/2025

  Good morning.

  I will see if there is anything on the video footage.  Would you have the approximate date/time that this transaction occurred?  The estimate you submitted had a date of 11/20 and I'm not sure if that is the correct date.  I apologize, but the closer I am to the time the less footage I'll have to review which will help us figure out .

  Sincerely,

  Courtesy Ford *******

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22770101
  
  I am rejecting this response because: This happened on December 3rd, the same day I picked up my car from the dealership. 
  
  Sincerely,
  
  ******** *********

   

  Business Response

  Date: 01/20/2025

  Good morning.

  Alright.  We will look at the tape and see if we can find the transaction.

  Sincerely,

  Courtesy Ford *******

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22770101
  
  I am rejecting this response because: Okay that is fine with me. Please if you can find the transaction. 
  
  Sincerely,
  
  ******** *********

   

  Business Response

  Date: 01/22/2025

  Good afternoon.

   

  We are just waiting on the video files so we can go through them.  

   

  Thank you.

  Courtesy Ford *******

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22770101
  
  I am rejecting this response because: Thank you.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began searching for a new **** Bronco Sport, found a listing on a model that had all the features I was looking for around $27,000. During my search the lowest I had came across for this trim was around $30,000 at a different dealer. I reached out to confirm the online information was correct. The sales person assure me everything was accurate, once I came into the dealership, I was told it was a mix up and that the car was actually near $35,000. A total bait and switch, as I would not have came in if the pricing was not advertised so low. After reviewing other options and determining they were all higher than a Gwinnett Place ****, I tried to leave. Salesman **** got a manager who further made more deceptive business statements to haggle pricing on other vehicles. Between the false advertisement and shady management I am unsure I even want a **** vehicle. I live over 25 miles away from this dealership and dont appreciate my time being wasted nor my intelligence being insulted by the manager.

  Business Response

  Date: 10/15/2024

  Good afternoon.

  I am incredibly sorry for your experience.  I've spent the last two days trying to figure out what happened here.  There was a mix up in the **** listing on the vehicle.  We went through the entire 823 vehicle inventory to make sure everything else was correct and the stock number and pricing feed became mixed up.  I believe that we explained the situation to you and are very sorry for the frustration.  Would you like to speak with the General Manager / Owner?

  Courtesy Ford *******

• Initial Complaint

  Date:09/28/2024

  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 my 2023 **** f150 in April brand new, last week it started leaking water in the floorboard I smelled mildew sour smell and found the leak under the dash, so I took it to **** and they said they outsourced leaks to another company on Wednesday only, so come Wednesday they called to say it was fixed, the next day hurricane ****** sent the tropical storm through our area with 11 inches of rain. The leak was much worse now. **** claimed they fixed the lower cowling but its so much worse and my floor board had 2 inches of water in it. The smell is horrible. I cant get courtesy ford to respond to me I called and left multiple messages I have got some ladys on the phone them at said they would get me a call back but I havent and I have texted the number the service advisor texted me on with no response. I wanted the leak fixed and being a good person I wasnt wanting anything else but now my new truck is ruined the smell may never come out and mold and mildew in the carpet isnt ever going away so I need new carpet padding and the electronics under the dash got soaked. Who knows when they will fail now. I work long hours and its difficult for me to give up my truck or have time to drop it off. I will need a rental vehicle or something as well

  Business Response

  Date: 09/30/2024

  Good afternoon.

   

  I am sorry for your frustrating experience.  I have contacted, Steve Swenson, and he will reach out to resolve your issue.

  Sincerely,

  Courtesy Ford Conyers

  Customer Answer

  Date: 10/01/2024

  A customer service representative named Steve called me after the bbb reached out on Monday at 3:38pm,  He said he was going to try to find me a rental vehicle so I could drop my truck off Tuesday after work and that he would call me back by end of the day, he didn’t so I called him back this morning Tuesday at 10:35aml and he said he would call me back when he found something out. I just tried to call again and I’m just getting voicemail. It’s frustrating to have a new truck under warranty and our only vehicle at the moment so I have no way to drop it off today and get to work tomorrow. And courtesy ford said they can only fix leaks on Wednesdays, so looks like I’ll try again next week. 

  Business Response

  Date: 10/09/2024

  Good afternoon.

  We are sorry for your frustration.  Steve Swenson, Customer Care Manager, and he mentioned that he was able to help you out directly and will be your point of contact.

  Sincerely,

  Courtesy Ford Conyers

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22352389
  
  I am rejecting this response because: 

  Good morning Im reaching back out in regards to courtesy Ford in ******* a few months ago. I reached out to yall about getting a warranty taken care of on my truck from my water leak that has Allowed mildew into the interior. Courtesy Ford has attempted to address the problem twice and they did finally stop the leak. However, the carpet in the interior is still mildew and soured and one of their customer service representative ***** ******* reached out to me once I contacted you. It said that he was gonna take care of everything, but please dont call the Better Business Bureau anymore to just call him, so I did call him and he did not help me. It is now April in this started in October. My truck carpet still has not been replaced and courtesy Ford continues to not get back to me in fixing the problem. It is a 2023 **** F150 that was $68,000. Its still under warranty now then it was only seven months old. At this point I dont believe that theyre going to fix it. Ive just lost faith in them, but I feel like the public needs to know. 

  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/02/2025

  Good morning.

  I apologize for your frustration.  Mr. ******* will be calling to fix this issue.

  Sincerely,

  Courtesy Ford *******

• Initial Complaint

  Date:08/20/2024

  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.

  I had an appointment to bring my vehicle in on April 30, 2024, after waiting several weeks to get put in a rental. I had been having ongoing issues with the screen freezing & blacking out. I also had ongoing problems with the Pre-Collision Assist not being available. I dropped my vehicle off on 4/30/2024, and it sat at the dealership (untouched) until 5/10/2024, when I was finally notified by my service advisor *** to come pick it up. on 5/20/2024, I started to have the same issues with my screen and Pre-Collision assist. I contacted my service advisor with a screenshot of the screen and she stated that she would reach out the next morning.I never heard anything so I called several times and left several messages but never recieved a return phone call. I was finally able to talk to my service advisor on 6/11/2024. At that time she told me that there should be a rental available on 6/18/2024 and would contact me then. I never heard from her. I was still having ongoing problems with my vehicle at that time and had been calling and texting my service advisor daily. I reached out again on 6/29/2024 and the **************** Manager, ****************** reached out to me to let me know that my service advisor had been out due to some personal issues but should be back the following week. ****************** also assured me that my service advisor would contact me as soon as she returned. Today is 8/20/2024 and I still have not heard anything about bringing my vehicle in. I called ****************** on 8/15/2024 to find out why I had not been contacted. I also tried reaching out to the service manager but was given the run around. ****************** informed me that my service advisor was out indefinitely but assured me that he would contact me the next day about bringing my vehicle in. To date I have not heard from anyone. It's been almost four months since I have been trying to get my vehicle back to the dealership. They do not value or care about their customers which is very unprofessional!

  Business Response

  Date: 08/21/2024

  Good morning.

  We are sorry that this has become a frustrating process for you.  I'll have ****************** contact you today.  

  Sincerely,

  Courtesy Ford *******

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22171444
  
  I am rejecting this response because: Received a call from the **************** Manager on 8/29/2024 assuring me that he would get me in ASAP after Labor Day. It is now 10/14/2024 and I still have not been contacted to bring my car in. I would like all repairs done free of charge because in April 2024 my car was still under full manufacturer's warranty and I have had to drive it for months with issues that should have been fixed when I brought it in April 30, 2024.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/15/2024

  Good afternoon.

  I just spoke with our customer service **** ***** *******, and he said that he has spoken to you about this issue?

   

  Sincerely,

  Courtesy Ford *******

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22171444
  
  I am rejecting this response because:
  
  I did speak to ***** on August 29th and he assured me that he was working on getting me a loaner so I could bring my car in. He did ask me to wait until after Labor Day because that was a busy time for the dealership. I have not heard from ***** until today after I submitted another BBB report. He said that he was working on getting me a loaner, however, I still dont have a scheduled appointment. I have been trying to get my vehicle back in for service since I picked it up at the beginning of May, after it sat at the dealership for almost three weeks untouched. I have called several times and made several attempts to bring my car back because it was not fixed when I picked it up at the beginning of May. The customer service that I have experienced with the service department there is horrible and I regret even purchasing a Ford. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  Good morning.

  I wanted to follow up and see if ***** has resolved your initial complaint?

  Sincerely,

  Courtesy Ford *******

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22171444
  
  I am rejecting this response because:

  I spoke to ***** a few weeks ago and I am still waiting to hear back from him about getting my vehicle back in for service. At this point, I am requesting that all my repairs be free of charge because my car was covered under the manufacturer warranty when it was there back in April. Maybe I need to contact **** for assistance since my issues have not been resolved and its been six months.

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

  Business Response

  Date: 10/30/2024

  Good morning.

  I apologize for the delayed response, but I wanted to reach out to our customer service representative to get more information.  Would you mind confirming our notes on this issue, please?

  1.  Called her Tuesday, October 15th, and she was to get back to me as I had a loaner for her the next week of Oct 21st.  She couldnt come in that week of October 15th. 

  2.  I called her first thing this morning and I left her a message asking when would she like to proceed.

  Sincerely,

  Courtesy Ford *******

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car here for an oil change on Feb 23rd, of which i had an 9am appointment. I was told it would be 2-3 days before they could get to it. During which time, my car was hit on the rear quarter panel. 3 big dents, white paint, scratches all down the side. They determined the damage did happen at their facility. Said they looked at video, and there was a white **** Taurus parked next to me but video doesn't show him hitting me. How do i know that??? I have never seen any videos. I went up there twice and both times was told the managers are in a meeting. I called all week, was told managers are in a meeting. Not one person reached out to me for anything. I finally talked to ***** today, a week later, who calls himself a manager. No help at all. Says he hasn't been in the office and sees this on his desk. This is the worst business I have ever dealt with in my 40 years on earth. Everyone is rude, no call backs, no communication. For all I know of their employees could have done this. They have not offered to let me see any videos, no nothing. They probably did this themselves when test driving my car. My new car, without a scratch on it gets damaged in their care, and they do NOTHING. Oh it's private property sorry. NO that is UNEXCEPTABLE. Now they are giving me attitude like its my problem not theirs. The parking lot is an absolute mess. No parking spaces. No room to turn around. It's a mad house over there. On top of all this, I was charged $268 for an oil change and diagnostic. My car takes 10 quarts, my paperwork says 7 quarts they put in. Probably didn't even give me an oil change, or do the diagnostic. Total rip off. Now I have to get lawyer. Don't take your car here unless you want it smashed up when you get it back. Save yourself the head ach and just go down the road the ***********************. Much better dealership and much better people and customer service. This place is a joke. Run by people who should not be in Management.

  Business Response

  Date: 03/05/2024

  Good morning.

  I am very sorry to hear about the damage to your vehicle.  Unfortunately, the next steps in this process is for the injured party to file a police report.  ********** will then contact us for the evidence.  This will allow both parties to file on their insurance.  I completely understand the frustration, but as this was an accident involving two individuals and not our dealership staff, then we need to go through the proper channels.

  We are more than happy to help, but we can't file the police report for you to start the process.

  Sincerely,

  Courtesy Ford *******