Complaints

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

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  Jim Tidwell Ford

  2205 Barrett Lakes Boulevard Kennesaw, GA 30144

• 

  Jim Tidwell Ford

  2205 Barrett Lakes Blvd NW Kennesaw, GA 30144-4906

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:07/08/2025

  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.

  I dropped off a vehicle 3 weeks ago for a diagnostic appointment. The appointment was simply to build a timetable of ***airs. There was to be NO ***airs and issues addressed from this drop-off. This was made clear at the drop-off via discussion with the dealership *** I was assigned to work with. After over a week of zero communication I reached out for an update and was told the following:Factory recalls had been done - things I never agreed to or asked to be done during this diagnostic appointment. I was unable to speak with the person assigned to my vehicle but was literally told "I am leaving a not on their computer screen for them to contact you and give you clarity and updates." These phone calls are recorded via the dealership so there will be record of this conversation.After another week of ZERO communication, I called to speak with the general manager. The person assigned to my vehicle happened to answer. The dealership will have record of this phone conversation but just in case I recorded the phone call on my end. The following took place:- An agreement that NO issues were supposed to be addressed, simply built a timetable - After being told that one of the main issues the vehicle was left for could not be found or heard (a very distinct rattle underneath the car), the ***resentative confirmed she had driven in the vehicle with me at drop-off and confirmed the issue audibly and they would notify the ***air shop that it is indeed present and could be ***eated - I was also guaranteed better and more frequent communication with updates and a faster timetable on, again, a timetable for ***airs with NONE of it being agreed to at this point Since then - zero communication or updates from the dealership in any form. We are nearing being past 3 weeks of the original drop-off with unauthorized ***airs and issues being done, and zero communication (phone and email records will prove this) coming from the dealership.

  Business Response

  Date: 07/09/2025

  I contacted Mr ******* we discussed the breakdown in communication and the current status of his vehicle.  We have a plan to move forward with his diagnosis, and I committed to him that our communication will improve moving forward.

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/01/2025

  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 28, 2025, I dropped off my 2022 ***** CX-9 Grand Touring at Jim Tidwell Ford to confirm a solenoid valve leak previously diagnosed by my personal mechanic and sublet out to a ***** dealership. The service was never confirmed or performed.While my vehicle was in the dealerships possession, it was unlawfully removed by an employee, ****** *********, who also created the job order. He took the vehicle to a private residence and stored it in a garage overnight without my knowledge or consent. I located the vehicle using my ***** GPS tracking app.I immediately notified the General Manager. He verbally apologized, confirmed that the employee had been terminated, and stated that the dealership would fully cooperate with me and law enforcement. However, despite those statements, the dealership refused to provide the employees name to either me or the police, and I had to discover it myself from my own paperwork.Additionally, the dealership:Did not report the incident to law enforcement,Failed to follow up with any written acknowledgment or formal response,Did not complete the service my vehicle was originally brought in for.This entire experience caused me significant stress, concern for my safety, and legal anxiety. I do not know if my vehicle was used in a crime, altered, or left vulnerable to further issues. The lack of action after my report to the ** only worsened my distress.While the ** offered to remove the ************* charge from my financing while maintaining coverage and reducing my payment, I declined because this offer did not address the unauthorized use or the emotional and legal impact of what occurred. I submitted a formal written demand, which has gone unanswered beyond the 72-hour response period.

  Business Response

  Date: 05/08/2025

  Customer refused our attempt to resolve the situation, and requested compensation for damages not incurred.   I informed her a specific demand letter should be sent so I can turn it over to attorneys.  The matter has been turned over to legal department and we are waiting for her formal demand letter.

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment and concern regarding the handling of a recall issue with my 2011 F-150, which has been ongoing since the vehicle had ****** miles. Despite multiple requests and interactions with your former employee, ******, I was repeatedly informed that the recall could not be addressed without a specific error code. This response has been unacceptable, especially considering the serious safety implications.The recall in question pertains to a dangerous downshifting issue that has occurred multiple times, including a recent incident that frightened my son while he was driving. The vehicle, now at ******* miles, has been primarily serviced by Jim Tidwell Ford. Despite my numerous complaints over the past ******* miles, the issue remains unresolved, and I have been informed that the recall is no longer covered due to mileage.This situation is not only frustrating but also poses a significant safety risk. The recall, as stated by ************** and the ********************************************** (*****), involves a loss of signal between the transmission output shaft speed sensor and the powertrain control module, leading to unexpected downshifts into first gear. This defect has been documented in numerous reports and has resulted in loss of vehicle control in several cases.Given the history of my complaints and the documented safety risks, I urge **** to take immediate action to rectify this issue. The opportunity to correct this egregious oversight is still available, and I expect **** to honor its commitment to safety and customer satisfaction by addressing this recall without further delay.I look forward to your prompt response and resolution of this matter.

  Business Response

  Date: 10/10/2024

  Mr ********,

  As I mentioned in my email response, I look forward to assisting with your concern.  We have a plan to expedite your repairs on Thursday when you arrive.

  Sincerely,

  ****** *****

  Customer Answer

  Date: 10/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I look forward to having this issue resolved expeditiously.
  
  Sincerely,
  
  ***** E ********

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I traded my car into Tidwell **** (located in ***********.) and they penalized my trade for damage done. AFTER the completed sale, Tidwell **** began repairs and collected a payout of $1220.53 and has kept my monies that came from this transaction. Their sales rep. ****** told me he couldnt do anything about it as the collision center has kept the money. ****** told me to contact Allstate, which I did. Allstate told me that Tidwell **** should refund the money paid. Im desperately seeking to recoup my funds. I dont see how this is legal. If any further documentation is needed, please let me know how I can help. Im just frustrated of business and other's greed and trying to take advantage of others. Thank you

  Business Response

  Date: 07/09/2024

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

  Your vehicle was traded in with the understanding that it would be repaired.  Any reduction in Trade value was based on the vehicles accident history that would reflect the prior damage.  Since the repairs were already underway by the collision center the supplement that you refer to in your complaint was the property of the collision center and out of the control of the sales department.  I would be happy to sit down with you to discuss this matter further. I can be reached at ************************************

  Sincerely,

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

  General Manager

  Jim Tidwell Ford

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

   

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my vehicle brand new. Its a 2020 **** EcoSport. About a month ago my car wouldnt start so I had it towed to ***** They put in a new battery and charged me $260 for the battery. Drove to work next day leaving work car wouldnt start so I had it towed a second time back to **** on my dime again. They said they couldnt find anything wrong so they sent it back. Next day same problem got it towed a 3rd time and they said the coils were soaked in oil and needed to be replaced. They were charging $1260 for this and said battery cost was deducted from this price. Told me car was ready but before I could get it they said car wouldnt start so they was having a ******* look at it. I got a call this week now they saying its the engine and wants $5400. Also, there is a recall on these models that does not have a fix yet which is part of the problem but they want me to pay out of pocket.

  Business Response

  Date: 04/18/2024

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

  I am very sorry to hear about the issues you are experiencing with your vehicle.  Unfortunately, your vehicle is outside of its 5 year/60000 miles warranty coverage period.  We have opened a case on your behalf with ****************** to see if there is any assistance they can provide.  We will keep you posted on the response when we receive it from ******************.

  Sincerely,

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

• Initial Complaint

  Date:04/03/2024

  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.

  September of 2023 I canceled my **** Extended Warranty and have yet to receive the nearly ***** dollar refund. I have gone in person and sent numerous emails with no help from Jim Tidwell Ford. **** Motor Company themselves has said that this dealership is holding the check and has not released it in over 6 months. What needs to be done for me to get this money back?

  Business Response

  Date: 04/11/2024

  Hello, I have tried to contact you about this concern.  I have no record of any cancellation request in my system.  You may have cancelled through **** directly, and I am happy to assist in getting your refund processed.  I do need some additional information to complete the request.  You can reach me at ************************************ anytime. 

  Sincerely,

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

  General Manager

  Jim Tidwell Ford

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vehicle new in Aug 2020, since then various manufacturer recalls have occurred and some are still not resolved. I have contacted the dealership multiple times to get vehicle repaired for recall and issues that were under warranty. I have also left the vehicles there for days and issues do not get resolved and I get asked to pick the vehicle up with a promise to reschedule and its the same cycle every time. More recently since about Oct/Nov 2023 I have been contacting **** and explained how I feel ignored and disrespected when I can not get my vehicle issues corrected despite the multiple attempts and despite it being manufacturer issues and NOT normal wear and tear. I have been complaining for months if not years for the same issues and now some are out of warranty due to the time passing and **** ignoring my concerns and not making the repairs at the time I have asked. I have not received a follow-up any phone calls, emails, texts at any time. It has been very frustrating constantly trying to keep on top of the **** Staff, hold them accountable to their jobs, and yet receive no resolution. I am astounded as to this has been able to occur at such a big known Brand. I even sent a nice long email to **** summarizing all my issues, experience, feelings, concerns, and just the fact I need my vehicle repaired on Dec14, 2023 and to date I have received no response.

  Business Response

  Date: 01/23/2024

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

  Thank you very much for bringing this to my attention.   I know you and ***************** have spoken and we will make sure we get your concerns addressed.  Thank you for your patience and for giving us the opportunity to assist you.

  Sincerely,

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

  General Manager

  Jim Tidwell Ford

   

• Initial Complaint

  Date:06/14/2023

  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.

  I went into Jim Tidwell Ford in August of last year to purchase a vehicle. When speaking with finance (*****), I was EXTREMELY specific that I want a bumber to bumber warranty as the whole reason i was there was due to an issue with my current truck. She understood this, at least i thought, and proceeded to show me my options on a large ipad. While looking at the options, questioned a charge on there for a "Resistall 360" and said i did not want or need that service. She explained that it was not an option and that it is on every car out the door. I pressed it to which she said it was out of her hands and it is manditory on all vehicles. I then looked for the terms of the warranty and selected the 2 year 24k mile warranty. Before physically touching the ipad, i asked ***** once more, this is for bumber to bumber coverage. I dont want to have to deal with what is covered or not covered. She assured me it was bumber to bumber and i would only have to pay a deducatable when bringing the car in. I agreed signed the paperwork and completed the sale. Now nearly a year later i have a check engine light and called to see what the process was to have my vehicle looked at as i have coverage. The service department told me the process but kept saying i had "Basecare" coverage. When they kept using this word, i then asked them to verify that it was bumber to bumber as i was told. No one would physically say yes or no to me, they only said to go online and ****** basecare and see what is covered. I then asked to be trasnfered to a manager and spoke with "*****". After explaining my situation, he then trasnfered me to a business manager named "****", again refusing to say yes or no to the bumber to bumber question.***** with **** who then finally said, NO you dont have bumber to bumber. I then spoke back with ***** who put a message on the managers desk "*****". ***** called me and explained that I would need to speak with "******" when he comes back next week. Feel free to cal

  Business Response

  Date: 06/19/2023

  Hello,

  I have submitted a request to correct the coverage provided under your extended service contract.  I would like to speak with you directly to review specifically what is and what is not covered under your plan.  Please contact me directly at ************.  

  Sincerely,

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

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is being filed against Group1Auto who owns Jim Tidwell Ford, *******************************************************************************. I have email both the General Manager *********************** and ******************************** *** and President of Group1Auto. This is my complaint:Scheduled an in-person visit 2/16/2023 for estimate and repairs to vehicle at *** Tidwell Collision. Was rescheduled twice out to 3/21/2023 and arrived on that date. Discussed repairs and was told Jim Tidwell Ford doesn't do business with ******************* After further discussion they agreed to a "virtual estimate", which was done and Allstate approved the estimate. I called ******************* *************) in the collision center on 3-28-2023 (1 week after drop off)for a status and he advised they were working on it and ordering parts. I stopped by the collision center today, 4-3-2023, and spoke with **** again. The office manager nor he could locate my paperwork. For 20 minutes they looked for the paperwork and advised me they had the car outside (not in the shop) and found my paperwork. Jim Tidwell Ford has had my car 13 days and done nothing but park it outside. I ask how long the repairs to two doors would take and was advised 2-3 weeks but they had quote, "70 cars in the shop". I advised I did not want these repairs to take 2 months. I attempted to speak with the General Manager at Jim Tidwell Ford, Mr. ************************ but he is on vacation for a week. I have also emailed the *** of Group1Auto, ************************************ out of *******, **., who owns Jim Tidwell Ford. We are nearing 2 months of dealing with this unacceptable customer service dealership and would have taken my vehicle to another shop had I known of their inept business. Thank you

  Business Response

  Date: 04/12/2023

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

  I apologize that I was on vacation when you tried to reach me.  I am glad you have been in contact with **************************  He is empowered to do any and everything within his power to ensure your vehicle is repaired safely and properly.  Please fell free to contact me again if you need anything.

   

  Sincerely,

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

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new **** 202 escape in March of 2020. It is under warranty, and misfired while driving at about 30 mph. After the misfire or began to shake/drive rough while accelerating. No codes or lights flashes on the dash, but concerned for my safety I made a service appointment. With their limited availability it took forever to get my car in. I was able to take it in on august 30th of 2022 and was not provided a loaner car. I had to follow up and ask for one, when my warranty specifically stated a rental is provided. My car was in the shop from august 30th 9:30 am to September 23rd at 5:15 pm, with the promise of fixing transmission parts/overhauling my transmission. I noticed right away the auto start/stop was not working and a light for it appeared on the dash. So I planned to d contact the service center on the Monday coming up (9/26). However On September 25th at 10 am, I started my car and although it turned on it will not move. It has 2 lights illuminated on the dash - 1. Power train fault 2. Service engine. Although costs were covered for repairs provided between august 30th- September 23rd 2022. The car is not operating and I can not drive it as it will not move. I am seeking immediate reimbursement or replacement of the vehicle. Please contact me for additional information, or for info on how I can best resolve the issue with this car. Note the promised date of repair on document uploaded is 9/05/2022. I was not given the car until 9/23/2022

  Business Response

  Date: 09/26/2022

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

  I am very sorry you continue to have issues with your vehicle and that our workload caused delays in bringing your vehicle in for service.  We are more than happy to diagnose and address the issues you are currently experiencing and guide you through your buyback request.  While we do not have input into the buyback decision, which comes directly from the manufacturer, we can certainly answer any questions you may have about the process.  I am told you have already spoken with our service manager, *********************** to set up the inspection.  I will make sure we expedite anything we can to get this resolved quickly for you.

  Sincerely,

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