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:05/05/2025

  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.

  I purchased a new 2024 Bronco late January. They were suppose to transfer my ******* ****** from the vehicle I traded and they charged me to do so. As of May 2, 2025 they have failed to do so and they will NOT return my calls.

  Business Response

  Date: 05/12/2025

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

  Thank you for bringing *** ***** ****** concerns to our attention. We appreciate the opportunity to respond and provide clarification regarding his recent experience.

   

  We have been in contact with *** **** via email and have explained that his vehicle registration expired in 2024. Unfortunately, once a specialty plate registration has expired, the ****** ******* ****** is unable to renew it through the standard process.

   

  Itappears *** **** believed he had completed the renewal process; however, our records indicate that only the property taxes on his vehicle were paid. The vehicle  registration itself was not renewed at that time.

   

  To assist *** **** and ensure he is properly registered, we are in the process of ordering a new ****** ******* specialty plate for him.

   

  We take customer service seriously and strive to resolve all concerns promptly  and respectfully. We appreciate ***  ****** service as a veteran and are committed to ensuring his experience is handled with care and attention.

   

  Please let us know if any further information is required.

   

  flliJrely,

   

   

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

   

   

   

   

• Initial Complaint

  Date:08/14/2024

  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 went the Oxmoor Ford dealership on the May 22nd to look at a 2023 Ford Bronco on the lot. After looking at the Bronco, realized it had the dual roof option and I was not interested in that option. So I left the dealership. After arriving home, I got a phone call from the Oxmoor Ford dealership sales manager ****. He said he could offer some incentives to purchase the Bronco and I could always sell the additional top that I did not want. I wanted the vehicle and that sounded like a good idea. But at the time he did not realize I was buying the vehicle on A plan. When I told him I was buying A plan, he said he could still offer me an incentive to buy the Bronco. So I came back to the dealership. Once there, I was told Oxmoor Ford would give me an additional $1700 incentive off the price to purchase the Bronco. So I did. While filling out the paper work to buy the Bronco, I also purchased a service agreement for the Bronco and another Ford vehicle I own. There was so much paperwork to view and sign, I did not watch the figures closely enough. The $1750 incentive deduction was pointed out to me, but the $1750 added in for Insurance was not. I feel Oxmoor Ford was not truly open and honest about this. Bought several new vehicles from Ford over the years, never had a dealership add insurance to the purchase price. I talked to ******** the Finance Director at Oxmoor Ford by phone on May 27th 2024 regarding the additional charge added to the cost of the Bronco I purchased. He agreed the additional charge was in error and assured me he would contact the finance company, ********** **** and the additional charge would be deducted. As of this writing , this has not happened. I contacted ********** **** today and they have not received anything from Oxmoor Ford as 14 August 2024. I am still waiting on a resolution. I do not believe Oxmoor Ford is being honest with me.

  Business Response

  Date: 08/19/2024

  Re: ******* *********** **** ********

   

  Dear *** *******

   

  I am writing in response to ******* ************* complaint filed with the Better Business Bureau. I am pleased to infonn you that ********** **** has successfully received and processed the insurance check. As a result, the loan principal has been reduced by $1.750.00.

   

  I sincerely apologize for the delay in processing the refund. Unfortunately. our Dealer Management software was hacked during this time, which caused significant delays. We have been working diligently to resolve the issue and ensure all processes are back on track.

   

  I hope *** *********** is enjoying his new vehicle. and we appreciate his patience throughout this

  process.

   

  Thank you for your understanding.

   

   

  Best regards,

   

   

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

  Customer Answer

  Date: 08/19/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/06/2024

  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.

  Paid $1500+ to have the brakes and rotors replaced at Ford dealership less than 1 month ago. Replacement came with 2 or 3 year warranty. Brakes are squeaking really loud every time I brake.
  
  Ford dealership said “the parts we’ve been able to get lately haven’t been up to standard, and this has been happen My a lot lately, but the brakes look to be in good shape and there’s no safety concern, so we can’t warranty the brakes”
  
  So there’s a manufacture’s defect (according to the dealership) causing an extremely loud screech every time I brake, yet the dealership refuses to cover that under warranty, saying “there’s nothing to warrant, the brakes are safe”. They might be safe, but $1500+ for brakes and rotors that screech to high hell at every braking shouldn’t be what you get when you pay a dealership a premium price, just to ensure they’re covered in case anything happens.
  
  Well something did happen, they put shotty brakes in my car and charged me the max for Fird parts and warranty, then didn’t honor the warranty less than a month later.
  
  Very poor reflection of both the Ford Motor Company, and their policies at dealerships. If I had known my warranties were just imaginary BS, I would’ve been taking my car to Brakeway and saving $500/trip. Nothing short of a scam here, probably aren’t even the ford certified brakes I was charged for on my car.

  Business Response

  Date: 05/07/2024

  *** ******* please see attached.

  Thanks,

  *****

   

  ***** *****

  Executive Assistant

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

• Initial Complaint

  Date:02/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The car we bought had a bad headlight. We were given a 4,000 mile warranty on the vehicle. Via text they said they would cover the headlight. When the bill for $1,358 they only paid $600 of it when they clearly stated they would cover the repair cost of the headlight

  Business Response

  Date: 02/28/2024

   

  Please see attached response to Id # *********

  Thank You,

  *****
  
  
  

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

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  I am in the process of disputing Oxmoor Ford over an excessive oil consumption issue. I purchased the vehicle in June of 2020 and have been battling the company ever since by following all of their requests and I'm not getting anywhere. I have always changed the oil myself and I am consistently 3-4 quarts low each time. I have contacted Ford customer service and they had asked me to get a second opinion but I'm getting the same result.
  
  Opinion 1 - **** ******* ****
  The service department did an oil consumption test and was not properly completed. All they did was check the oil on the dip stick. This is not an accurate representation of precisely checking the oil level. The oil should be drained into a pan a measured to determine actual oil loss. Service department declined to do this.
  
  At this point I contacted ford customer support to have the issue escalated and they had recommended I get a second opinion from another dealership.
  
  Opinion 2 - Oxmoor Ford (Purchased the vehicle from this location)
  I went to the second dealer in July of 2023 and they topped the oil off to begin the oil consumption test. I was told to bring the vehicle back when I hit 5,000 miles. I brought the vehicle back on 12/26 once the 5,000 miles were reached. I called on the way and also confirmed with the service advisor upon arrival, the tech would be manually draining the oil and measuring the oil consumption loss. Upon completion of the job the service advisor then informed me they just drained the oil down into the large oil catch basin which completely defeated the purpose of the oil consumption test. So now they are telling me based on the oil level on the dip stick there are no issues. I am not satisfied with these results because I am 100% confident I am losing between 3-4 quarts every 5,000 miles. I am reaching out to the BBB as I am completely out of options at this time due to Fords lack of customer service and willingness to remedy the concern.

  Business Response

  Date: 01/22/2024

  Sent for a second time. As you can see on the date stamp this response was sent on January 5^th.

   

   

  ***** *****

  Executive Assistant

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 15th I took my car to have antifreeze leak, recall, a parking light, and rear window wiper replaced. When I dropped off car I was advised 3 day fix unless unexpected issue arose. I called to check on status of car to be told they did not have my car. Several minutes later they found car but, had not even looked at it yet.. I went into service center to voice my concerns and Service Manager did apologize and agreed to pay for rental car to offset poor customer service. A couple of days later I was advised there was 2 minor oil leaks that could wait a bit to be fixed but, it would be best to fix them now. I agreed and after a week of no further communication, I again called to check on status of car and after leaving a couple of messages received text stating car would be ready by end of week. Thursday March 2nd I called about my car and waited several hours for a call to advise the check engine light came on during test drive and fuel sensor was bad and needed to be replaced. I agreed and after a couple of hours was advised car ready for pickup. In the interim I caught COVID so my daughter picked up car for me. They called me when they were on highway to advise check engine light came on and car was making horrible sounds. I called service center to talk with manager and he was very dismissive and advised me to hire tow truck to bring it back to them. I stated I just gave you 2500 (2000 for labor) to repair car and now it is worse then when I brought it to you. He state he needed to speak with mechanic and would call me back. Next afternoon with no response from them, I called and manager agreed to pay for tow truck to bring car to them for another inspection. 3 days later I was told engine was totaled and it would cost more than car was worth to repair. They missed something on initial inspection sorry for bad news. ********** also billed me 385 for my part of rental car and I needed to take up issue with dealership. I am devastated by all of this.

  Business Response

  Date: 03/16/2023

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

  
  
  Please see attached.
  *****
  
  

  Customer Answer

  Date: 03/18/2023

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