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:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible Experience and Unresolved Issues Im extremely disappointed with my experience at Gwinnett Place Ford and feel compelled to warn others. I purchased a used 2017 **** Lariat 150, expecting a smooth, reliable experience, especially after investing in their best extended warranty. However, from the start, I faced major issues with the truck, including rough driving and grinding noises.I reached out to the dealership immediately for a resolution. I worked with a sales **** ***, but when I contacted the service department, I was told I had to join a list for repairs with wait times of up to two months. Despite joining, I repeatedly checked in with Met, but he was unresponsive, and I never received a promised call.After months of frustration, I contacted the service department directly. I was told each week that my name was still on the list with no updates. By February, I discovered there had never been a list, and my vehicles issues werent even documented. At that point, I lost all faith in the dealership.I then worked with service manager ******, who was the first to provide meaningful customer service. However, by this time, my truck broke down and had to be towed back to the dealership. I was without a vehicle and wasnt offered a loaner. ****** helped secure a rental car through the warranty, but it only covered five days at $35 per day, which didnt cover the cheapest **********, with my warranty expired, Im left with thousands of dollars in repairs for issues that should have been addressed months ago. The lack of service, communication, and accountability is unacceptable. I feel completely scammed.If youre considering buying from Gwinnett Place Ford, think twice. The service is subpar, and they failed to resolve my issues. I regret purchasing from them and will never return.

  Business Response

  Date: 04/09/2025

  Mr. ********,

  After reviewing your service history our records indicate that you purchased the 2017 F-150 in August of 2023 @ ***** miles and returned 9 months later in 5/31/2024 @ ***** for a No Start issue and at that time we replaced the starter and rebuilt the transmission, both repairs were covered under your extended warranty at no cost to you.  You returned the F-150 to the service department approx. 2 months in July of 2024 complaining of a grinding/clunking noise and we recommended front brakes and they were declined. Since that time we have no history of your truck being in our facility.  We are happy to meet with you in person to discuss your issues. Please reach out to the dealership and contact myself or the General Manager.

  Regards,

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

• Initial Complaint

  Date:01/23/2025

  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 4/9/24 i purchased a used 2021 **** Bronco Sport from Gwinnet place **** from sales associate, ***** When test driving the vehicle I noticed the transmission jumped. I inquired about this and was assured this car was inspected as they do for all their vehicles and in perfect condition. On 4/24/24 my engine light came on, the catalytic converters had to be replaced. now on 1/21/24, 8 months later my transmission has blown. for both these issues i reached out to the dealer. My first issue they showed no concerns assured me the car was inspected and was in perfect condition when it was sold, the catalytic convertors were covered under the warranty. My second issue i contacted gwinnett place ford again, they did not care and just explained i owed ***** to replace the transmission and it is not covered under warranty. I left a ****** review explaining that they sold me a car that had pre-existing issues. ******* ******* the general manager at Gwinnett place ford replied to this review advising me to contact him. ******* and I exchanged emails and discussed a time to speak about this issue over the phone. I called ******* ******* on 1/23 at 9:30am. ******* asked me why my car was not at their service center, i explained to ******* my car is at ********************** and due to my past experiences i dont trust their location (Gwinnett Place Ford). ******* then got extremely defense and hostile on the phone with me in an inappropriate manner, he said if i do not trust them then they will not help me. Due to the volatile nature of which i was being spoken to i announced the call would now be recorded and was hung up on. I attempted to contact ******* **** multiple times to which he ignored and told his staff at Gwinnett Place ford to say he was in a meeting. The car i purchased was sold to me in a bad condition and this was not disclosed with me, creating deception, not only that but they are very discriminatory as they took advantage of a young female and first time car buyer.

  Business Response

  Date: 01/27/2025

  Good morning,

  Thank you for bringing your concerns to the attention of the dealership manager. It is our understanding that you dealing directly with him on this issue.

  Best regards,

  Gwinnett Place Ford

• Initial Complaint

  Date:10/07/2024

  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.

  Vehicle purchased 8/31/2024 Initial complaint 9/19/2024 Vehicle dropped off @ dealer 9/20/2024 Purchased new 2024 **** Explorer from Gwinnett Place Ford on August 31st, 2024. After a few weeks noticed rear A/C was blowing hot air. Was initially told repair would be 3-5 days. Currently approaching 3 weeks with little to no updates on repair. I have constantly had to reach out to dealership for updates. I feel the size and scope of repair maybe greater that what was initially discussed. I would prefer the vehicle to be replaced with a equally equipped model or simply returned. This is due to the desire to avoid further issues on a vehicle I have just made a 6yr commitment to pay for. I was told further updates would be given on Monday 10/8 however once again that was not followed through with by the service department. I have also reached out to **** Motor credit in reference to my concerns. They provided a reference number of CXH-********. ***************** has also failed to reach out with update at the agreed upon time of 10/8/2024

  Business Response

  Date: 10/18/2024

  Mr. **** thank you for reaching out. It is our understanding that you have been in contact with the dealership directly and your concerns have been or are being addressed. We apologize that you had an issue with your vehicle and our service department follow up.

  Regards,

  Gwinnett Place Ford

   

• Initial Complaint

  Date:07/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2016 **** F150.There was a recall on the master cylinder and the brake Booster. They replace my master cylinder in 2022 now the master.******** is leaking and they're saying that it only came with a one year warranty. Even.Though there was a recall on the master cylinder , it seems as if they put the same recall parts back on the car. It should be ****'s responsibility to replace and repair the faulty parts that they put on my car.

  Business Response

  Date: 07/29/2024

  **************,

  We understand your frustration with the part no longer being under warranty. We replaced the master cylinder as part of a recall campaign and the updated parts were installed in compliance with ****************** warranty repair procedures. Unfortunately, those parts when replaced under warranty have a 12mo/12mile warranty regardless of  recall status or regular warranty replacement. Gwinnett Place Ford is a selling and servicing dealer. Per our agreement,  we administer ********** Company's warranty within the **** warranty policies and procedures guidelines. We are not the manufacturer and therefore we do not set the warranty parameters for coverage for any OEM or replacement parts. For further assistance with the warranty coverage guidelines you can reach out to **** Customer Care at @ ************.

  Best regards,

  Gwinnett Place Ford Service Team

• Initial Complaint

  Date:04/30/2024

  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 discovered through oil change at different dealer out of state that Rear passenger axle leakage, driver cd axle issue. I walked into dealer after several non returned calls. I was brushed off by dealer employee. Saying I needed to leave car for several days to even get it looked at. It was clear that he had no interest in helping and timeline was given for me to walk away. No name was taken and no effort to provide service appointment was made. I spoke with service manager *************************. He provided confusing explanation backing employee. He did not offer any remediation action and did not offer to take my information or provided appointment. Another dealer was able to provide appointment for next day and explained that reason provided for wait was unreasonable, ****** burdensome, and that it was just a lie for me to move on elsewhere

  Business Response

  Date: 05/01/2024

  ************,

  Thank you for your comments regarding your experience at the dealership, We apologize that you were not contacted in regards to making an appointment and that you were not offered an appointment when you walked in to the store to inquire about the needed service. The advisor should have explained the process more clearly during your interaction. We realize that this can result in a negative experience especially when the proper expectation is not set and frustrating when you have to come in to the store to get answers to your vehicle issues.  Unfortunately, due to the size and space of our faciiltiy and the demand on some of the automotive disciplines we work in. There can be an extended wait times before the vehicle can be looked at by someone certified in that area. Those wait times can range anywhere from a couple days to a week or more. The appointment date and time is for the customer to meet with the advisor and get the vehicle in line to be looked at by a technician. Those vehicles are then diagnosed and worked on in order of parts availabilty or other factors related to the repair. Each dealership may or may not have similair wait times related to repair and diagnosis.  

  Best regards,

  Gwinnett Place Ford Service Team

• Initial Complaint

  Date:03/17/2024

  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 took 4 of my trucks to Gwinnett **** for service. They were there for about 2 months, when I was contacted to pick them up, upon arriving and inspecting my vehicles I found out all four trucks cadillac converters had been stolen off all four trucks. I demanded to speak to a member of management but the service department Refused to allow me to speak to someone. I asked several times for their general manager and the president of Gwinnett **** name and contact information but they Refused to provide me with the information. I think, Gwinnett **** employees Stole the converters off my trucks and this is the reason they Refuse to comply and rectify the issue.

  Business Response

  Date: 03/20/2024

  To whom it may concern,

  These vehicle were left on our property in excess of 4 months. We had to threaten having the vehicles impounded to get the cutsomer to come and pick up and pay the invoices that we have attached for review. the vehicles were stored in a fenced in location however, we are not responsible for items that were stolen by some individual coming onto our property after being left there for an extended period of time after completion. The customer has since attempted to dispute the credit card charges and is now accusing our associates of stealing the catalytic converters off his vehicles. We do not have issues with theft at our dealership internally and the customer is making baseless and defamatory claims against Gwinnett Place Ford and its associates.  There will be NO Refund of any monies paid by the consumer to Gwinnett Place Ford and there will be NO compensation for any Converters that were alledgedly stolen while on our property. Further attempts by the customer to dispute the charges or the continued effort to mis-represent events will result in our pursuit of legal action against the consumer.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21447026
  
  I am rejecting this response because: The dealership failed to rectify the issues. We took our vehicles there for repairs and Gwinnett **** allowed someone to come on their property and REMOVE PARTS from our property (4 trucks) this is completely unprofessional and unethical business practices. We will be submitting more documents to support our request for a full Refund and compensation for the 4 Cadillac converters stolen from all 4 trucks. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/26/2024

  We have made our position clear in the previous response. We accept no responsibility for items that were allegedly stolen while the vehicles were being stored on our property for an extended period of time. If you have any documentation or futhermore any evidence that would prove Gwinnett Place Ford or its associates are responsible for the loss incurred by you then submit it for review.  Otherwise, we suggest that you contact your insurance company and file a claim.

  Gwinnett Place Ford

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21447026
  
  I am rejecting this response because we have a police report, pictures of the location where the trucks where and invoices where we got the trucks repaired. Tell me why shouldn't Gwinnett Place Ford be responsible for any thing that is stolen off of their lot. This is very bad business practice and that's why Gwinnett Place Ford has a D- with the BBB. Someone should make them be reliable for their responsibilities. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/26/2024

  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 went in on 2/26/24 to fulfill a scheduled servicing for my fiancs car. She set the appointment for an oil change and tire rotation, i drove in at 7am. I was helped and signed in by ******************** and i proceeded to wait in the lobby area. ************** we then comes to me at 10:14am to alert me that i needed new tires, he offered me two options and i chose the lesser of the two. He then walked away, i walked outside and saw my car parked out of the service area. I then approached the desk at 12:30 and was notified that the tires were on order and have not arrived. So at 1:08 i asked for my vehicle back to go to work. They gave me my keys and typed up a service form and did not want to honor my free voucher that was sent to my fianc in an email from the dealership. I then entered my vehicle and unplugged the dash cam, returned in the office and showed them the email that stated a free oil change as well as filters so i was able to leave. I headed home and reviewed my dash cam and none of the services were completed and they aired my tires and deleted the oil service code on my vehicle. After this discovery i called the dealership and spoke to a sales manager and informed them of what was on the dash cam, he then offered services to rectify the situation which i declined.

  Business Response

  Date: 02/27/2024

  Good afternoon,

  Thank you bringing these concerns to our attention. We will be glad to review this issue with the registered owner ************. We have video footagefrom our facility that shows the technician performing the oil change. The other concerns were not performed because the vehicle needed tires and they had not arraived by the time the customer had to leave. 

  Best regards,

  Gwinnett Place Ford Service Team

• Initial Complaint

  Date:10/18/2023

  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.

  Date of transaction -10/02/2023 Amount paid. $7,200.00 Gwinnett Place Ford committed to me a functioning vehicle.The vehicle brakes were not working properly neither was the *** engine, transmission, and radio.The vehicle is a complete lemon.

  Business Response

  Date: 10/18/2023

  This customer purchased this vehicle AS-IS and signed the buyers order etc. to that effect. He returned to the dealer with some concerns and we addressed those in the service department.  After review we agreed to take the customer out of originally purchased vehicle and apply the original amount purchased to another vehicle that he chose but would require financing of the vehicle.  The customer put an additional amount down and we executed and new buyers order and contract and submitted over to the financial institution. During the review of the application, contract, and additional documents provided to the lender. The Financial institution flagged the paycheck stubs provided by the customer as being fraudulent and they would not fund the contract. We contacted the customer and asked him to return our vehicle and we refunded him the additional monies he used as a down payment and informed him that he was the owner of the original vehicle. We have refrained from pressing charges on the customer for Fraud however, he has continued to refuse to pick up his vehicle from our location.

  Thank you

  Best regards,

   

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20746041
  
  I am rejecting this response because: I returned the vehicle because it was a lemon.  The vehicle started having problems before I could make it home.  I immediately notify the dealership of the many problems I received from the vehicle I just purchased.  I told the dealership that I no longer wanted the vehicle because it was not functioning properly.  At that point I told my sales rep I wanted a refund or a replacement vehicle for the amount of $7,200, the purchasing price of the vehicle.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/18/2023

  Per our previous response

  The customer committed FRAUD there will be no further resolution. We made a good faith attempt to resolve the issues and he chose to attempt to defraud one of our financial partners. 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20746041
  
  I am rejecting this response because: I have not committed any fraud.  The only fraud which has been committed is by the dealership by selling me a lemon.  The dealership doctored up the vehicle to deceive me at the purchased.  The dealership knew they was selling me a broken-down disabled vehicle.  That is why I refused to take possession of the vehicle.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2023

  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.

  Background to my case I sent my vehicle (**** **** Explorer) for regular oil change. the service adviser advised me that with my current milage, I need to change the coolant. there was no issue with the vehicle at the time of the issue, it runs very well. I was a bite hesitant because I don't have the amount involved but he convinced me and offered me an alternative way of financing.The work was done and I took it home which was not far away. I didn't drive it immediately after a week because we just got a newer vehicle from them which my wife uses.I took it for a short trip and on my way I got an alert ENGINE COOLANT OVER TEMPERATURE I was lucky I didn't travel far so I stopped waited for awhile for the engine to cool down and drove it back to them. my service adviser examine the situation and noticed there was no coolant so he asked me to wait at the waiting area after 2hours he told me everything looked good and there was no cost to **** decided to cancel the trip and make it the next day so I went home, On Sunday as soon I moved out of my house, I noticed the same issue so I returned and sent it back to them first thing on Monday since they were closed on that Sunday.My Complain I was called the third day and told the internal water pump failed and it ll cost me over $3800 and if I'm not ready I can come and get the vehicle my key will be at the cashier's office and paperwork.After i raised my concern about the condition of the vehicle before the coolant change I was told the pump failure has nothing to do with that< *********** manager told me all they can do at this point is to reduce the labor cost for me which to me is also very high and I cannot afford to pay I am therefore reaching out to your good office to intervene and help me resolve the issue, for them to take up the full cost of the repairs.My little investigation by talking to experts show some negligence on their part.thank you.******

  Business Response

  Date: 08/30/2023

  Customer originally was recommended a coolant service due to miles on vehicle.  The mileage on vehicle at the time was ****** mi.  The recommended mileage interval for coolant change is every 45k.  The customer had us perform the service.  The vehicle left and was driven 621 miles.  The engine on this Explorer has an internal water pump.  When performing service, we would not have been able to see an internal water pump leaking.  ******** certified tech then performed a diag on system when he returned and found that the internal water pump was leaking.  When performing the coolant flush the water pump is not touched.  I offered the customer a discount to have work performed because he was outside of any warranty guidelines to cover the repair from *****

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20508948
  
  I am rejecting this response because: The response failed to mention that I first brought the vehicle back immediately i got the alarm. There was no coolant in the vehicle and they refilled it  and gave it back to me after some hours.I have been driving the vehicle for over 6years and never experienced any coolant shortage till that work was done, besides, i wasn't told about any pump failure than a coolant shortage that very day. How did that happen? the coolant was full when I checked it inn .Does the water pump runs on the engine oil? There are a lot of questions that need to be answered.I did drove it  and noticed the same issue after few days but, to suggest that i drove it for such a mileage before returning it will be misleading. 

  Secondly, the vehicle was purchased at the same dealership with about 5k mileage and has since been service there and at no point during any of such servicing was the coolant work recommended when it was at that even 45k they now claimed.why did they wait till  100k before recommending that to me?. i won't have done it  if they hadn't advice me. was just there for my regular oil change.

  Finally, i was thankful for the discount but i made it clear to them that i just buried my mom and at no point would i be able to raise such money within short time even at a discounted cost. I tried couple of times to talk to the service manager  again after  her initial audience granted to me but had not been successful both personal and by phone. I Perfectly understand the operations of a machine which cannot be predictable like our human body and system but the timing of this issue can not just be considered as coincidence as i have been told. 

  I have been without vehicle for all this while which is additional cost to me and i would be most grateful if they will reconsider their position and do the needful

  Thank you.
  
  Sincerely,
  
  Valetry Dogbey

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Update. **** customer service has opened a case file # ************. Will follow this to conclusion to see how Gwinnett Place Ford will make this right. Thank you, ***********************

  Business Response

  Date: 05/18/2023

  thank you ***** for reaching out and glad to see working together.

  SDS