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:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand-new 2024 Ford F-150 PowerBoost Hybrid from Town and Country Ford in Louisville, KY. Before delivery, the dealership locked the keys inside the truck and called a locksmith, who used tools that damaged the door frame. As a result, there is now visible misalignment, excessive wind noise at highway speeds, and water leakage during rain. I received the vehicle in this damaged condition.
  
  I contacted Ford Customer Service and was told I was eligible to return the vehicle within 14 days and under 1,000 miles. Despite meeting both criteria, the dealership refused to accept the return. I am not accepting a repair — I purchased a brand-new vehicle and expect it to be delivered in undamaged condition.
  
  Additionally, the dealership staff provided no explanation of the vehicle’s features or service options. They made false claims about complimentary services and even threatened to withhold my registration documents.
  
  I am requesting one of the following resolutions:
  
  Immediate replacement with a new, undamaged 2024 F-150 PowerBoost Hybrid.
  OR
  Full cancellation of the sale and return of the trade-in vehicle's value (since the original trade-in is no longer in the same condition).
  Thank you for your attention and prompt resolution.
  
  *** *******
  Address: **** ********* **, Frankfort, KY 40601
  Phone: *** *** ****
  Email: ***********************

  Business Response

  Date: 05/20/2025

   

  We have reviewed the complaint from Mr. *******, unfortunately the chain of events are not correctly told. Yes, we did sell Mr. ******* a new truck and yes the keys were locked in the truck but by Mr. *******. The camera footage clearly shows him with the keys transferring his stuff from his car to the new truck. There was no one around the truck but Mr. ******* at that time, we have spoken to the customer multiple times and offered to adjust the door which would not be hard to do or cost him anything. Town and Country Ford delivers every vehicle the same way, we go over all features and explain the operation of the vehicle. I am not sure what false claims of service Mr. ******* is speaking of, the only issue is he lives in Frankfort KY. At no time has anyone held the registration from Mr. ******* or refused to give it to him. Title work takes time and with him being out of county that paperwork is sent there, but these are all things that have been told to him. We are still willing to adjust the door if it is truly a problem, but the issue was created by him and him alone.

• Initial Complaint

  Date:02/27/2025

  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.

  2/26/25, 0 money spent. They are false advertising this giveaway paper. Saying everyone’s is the same but it says on the sheet that if you got the scratch off number you won that prize but when you walk in they just try to get you to buy a car. And the number matches really isn’t what you get. They are tricking people into coming in.

  Business Response

  Date: 03/18/2025

  We regret the misunderstanding in regards to the customer not reading the the disclaimer on the mail piece. It clearly states that the customers number must match the prize board at the dealership in person. Town and Country Ford is sorry for the issue but does not owe the person money.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a scratch off from the Ford dealership to scratch a certain play area and receive a code and match that code to these other codes below prizes, my winning code matched the code beneath the winning prize for $2,500 I went down to the dealership with an appointment at 1:00 to claim my prize and I was given a set of earpods I was laughed at I was shoo'd out of the establishment, when I asked for an explanation or for me them to explain to me why I was given a different prize than what it showed that I won I was told to read the fine print which there is not any fine print I feel like this is very deceiving, the way I was treated was very unprofessional and rude. I then called and spoke with a manager who also was very rude and hung up on me. James Reesor is the manager hung up on me and was extremely rude and refused to give me his superiors information.

• Initial Complaint

  Date:11/27/2024

  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.

  Took my truck 3 times to be fixed said was fixed same problem frist time wheel came off on express way truck wasn't fixed on time truck been at there shop on and off and problem not fixed they want more money.

  Business Response

  Date: 12/16/2024

  *** ******* brought his 2012 F150 to the service dept on 11/8/24 for the traction control light staying on and low power. Customers truck has been to several other shops trying to repair same issue of reprograming an ABS module, that did not fix the truck so the customer eventually brought it to Town and Country Ford. As the R.O's show we repaired several issues with the brakes, the brakes are working properly but do require for the truck to run before driving to build up the vacuum in the lines. The F150 has over 260,000 miles and requires time to build up the vacuum to operate properly, we have told *** ******* this and explained everything to him. 

   

• Initial Complaint

  Date:10/23/2024

  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.

  08/29/2024 I traded in my 2022 kia soul for a 2024 Ford Escape, which had 19 miles on it when i got it. Supposed to be brand new. Not even a week goes by and the check engine light starts flashing and the whole front end shook, and sputtered. When i called the dealership, they preceded to inform me that the service dept was closed until monday and i would have to wait and bring it up there then. I let them know I had work on sunday and i didn't feel safe driving the car. I ended up getting a rental car, and when i turned my car in that monday, they told me that ford only covers rental cars if its a ford, and that they only go through enterprise (I had went through budget)
  After a week of them having my car they call to let me know i can pick it up, and when i go there and get it, the very next day (which was a friday) The car does the same thing. I called donna in the service department and she informed me that FORD was investigating the 24 escapes because some of them had metal shavings in the motor, and that I probably needed a new motor. Fast forward to them keeping my car over 30 days, putting almost 600 miles on my car, only to come back and inform me that FORD denied my motor replacement, and they couldn't "duplicate the issue" They also lied about the mileage out, which i have everything documented. So again after over a month of them having my car, they give it back to me and THE VERY NEXT DAY it happens AGAIN. When i tell them i have work on sunday, the man on the phone said "i dont know what to tell you, bring it in on monday" I get there monday (missing work again for this issue) And they didn't schedule for me to have a FORD rental car. So they put me in a nissan altima until the next day when i had to leave work to go switch out the rental so they would cover the charges. They didn't tell me how long it will be or what they are going to do to fix it, but it falls under the lemon law for several reasons at this point.

  Business Response

  Date: 11/07/2024

  In regards to *** ******** complaint, she has had her Escape in our service dept multiple times trying to duplicate the issue she has had. At no time was *** ****** ever lied to about us driving her car, it is written on the RO that it was driven home by our tech multiple times to see if he could reproduce the issue. So we were up front with her the mileage that was put on her car and by who. After finally figuring out the issue we replaced the #1 and #2 coils along with the #1 and #2 spark plugs which fixed the issue (this can be seen on the RO's attached). As for the money *** ****** is disputing we are not sure about, she was out no money for repairs nor any for rental cars. We are truly sorry that she had the problem with her new car, but are happy that it was nothing serious. Donna Young has followed up with *** ****** to make sure everything is running fine since the repair.

   

  **** ****

  Parts and Service Director

   

   

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got an ad in the mail that had a sticker you removed to reveal a winning number on a digital screen. The number matched up with winning a $2500 cash prize. When we went in they said that the number revealed on the digital screen was not the number used to determine a prize and we would not be getting the money.
  
  This occurred on 8/25/2024
  The employee we worked with took the advertisement.

• Initial Complaint

  Date:08/28/2023

  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.

  In May I purchased a 2019 Dodge Journey Crossroad from Town and Country Ford, A few months later I reached out to my sales rep **** to ask him to find a minivan because this vehicle wasn't roomie enough for my crew. He ignored me for the first call. Second attempt I texted this young man to inquire about assisting me in trading for one of his minivans on the lot. Last message he sent stated he would check with manager (his dad). Never heard anything back from this establishment.
  Being serious about trading for larger vehicle my son noticed on the bill of sale where my 5000 down was not deducted from the agreed upon sales price of 23,500.
  Being a 60 year old veteran with limited vision, i feel like i was taken advantage of by around $6000
  I would dearly love to have a minivan but this dealership has already showed their true colors once.
  If I could get my minivan from this dealer at a 6,000 discount after fair market value.

  Business Response

  Date: 10/16/2023

  In regards to Ms. ***** complaint, I have looked at both the buyers order and the contract and both reflect the $5000 down payment. If Ms. **** will look at the second line from the bottom of the buyers order it shows the $5000 coming off of the amount to be financed. Ms. **** picked the Journey out and signed all paperwork willingly, But.... if she would like us to trade her out for a minivan we would be happy to accommodate her. I am sorry for the misunderstanding but all money's have been credited to her deal and taken off the balance.

   

   

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response due to:dealership  not being honest. they originally wanted 30,000 for the vehicle, if offered 24,000 with $5,000 down.  final bill over their $30,000 asking price. Dealership played with numbers to make me think my monies had been applied to this sale.  The way this business hides numbers to confuse their customers is irresponsible and misleading   Further, charging a $380 fee for flashing tail lights which is a $50 part that does not decrease cost of auto insurance.  When I requested to have previous owners information, I was told by **** *****, that this was illegal and not even he had access to such information.  At time of sale, I requested the owners manual for my Dodge Journey and was told it was on back order. The manual was never ordered and can be verified by the Town and Country Parts Department. This multi million dollar dealer makes it monies by misleading tactics and ripping off its clients. Totally dishonest group and it will be brought to the attention of upper echelons of military compounds within a 200 mile radius of this business. I will do my part to ensure military patrons are forbid access to this establishment based on misleading, dishonest and unfair practices.  

  Town and Country Ford as well as sales rep **** ***** should be ashamed to take advantage of the elderly and veterans    I will forward sales paperwork on my next submission 
  
  
  
  Sincerely, 
  
  
  ******** **** 

• Initial Complaint

  Date:07/27/2023

  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.

  I ordered an accessory from Fords website and had it shipped to this dealership.
  I contacted Ford after the submission of the order to cancel it, but was told that I had to contact the dealership it was sent to, specifically- the Parts Department Manager.
  I have attempted to call ** ********* numerous times, always getting the excuse that he was busy. I got his email address and have sent him TWO emails with all the details to get this order cancelled so that I can be refunded. These emails have gone ignored.
  I have also reached out to ***** ***** the General Manager, by phone (left a message) and email asking for help in getting a response. I have gotten no response from him either.
  I simply want a response from this business and for my cancelation request to be completed. This is for order *******

  Business Response

  Date: 07/28/2023

  We are sorry for the delays in getting back to you. I have turned this over to the Parts manager this morning and he will reach out to you today and get the order cancelled and a refund applied. 

  Customer Answer

  Date: 07/28/2023

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

  
  

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• Initial Complaint

  Date:07/19/2023

  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.

  On July 18,2023 my husband and I went to Town & Country Ford to look at a 2015 Ford F-150 Platinum. Online at ******** and on ********** for $26,812. When we arrived at the dealership we were informed that there were repairs that needed to be done to the back sliding window and one of the panels in the sunroof was going to be replaced tomorrow (July 19,2023). Then when my husband started to discuss pricing we were informed that the online price was an “as-is” price and that they had listed the truck online too quickly without taking into account the “cost or repairs” and that the price would now be $30,112. When confronted with the online price the salesman and sales manager were unwilling to honor the posted price. Obviously this is a bait and switch with false advertising. My husband and I would like the dealership to honor the posted price of $26,812.

  Business Response

  Date: 07/27/2023

  In regards to the complaint regarding the price on the F150, the price on all the websites reflected an AS-IS price with no work promised or implied. The Donner's were informed of the condition of the the truck prior to arrival and again when they got here before righting up the deal that the price was without repairs. At no time did Town and Country imply that the price was with repairs to the Donners but actually the whole time were explained that it could not be sold for that with repairs. I am sorry that there was a misunderstanding but we can not sell it for that price repaired.

• Initial Complaint

  Date:01/05/2023

  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.

  But Ford focus in 2015. Any basic search of this model and make will display that there are several transmission issues. I have bought five cars brand new from Ford since 1998. This car has had transmission problems since purchase. The transmission feels like it’s slipping every time you drive it since the purchase. I have had the car in the shop several times for transmission repair, and recall repair. I have been put off due to the mass transmission parts shortage. I’ve been trying to get the most recent issue fixed with the transmission since last November, town and country Ford has put off my repairs for over a year. I was put on a waiting list due to. My warranty expired in May and although I call to get the problem resolved and bring the car in before that date I wasn’t contacted until just AFTER the warranty expired to bring my car in due to the parts. Finally coming in. When I took my car to get the transmission repaired, I also bought a brand new 2022 escape for over $35,000. I made this purchase less than 60 days ago, with the understanding that my transmission on my 2015 Ford focus would still be covered, due to Ford, not having the product when the service was requested. I asked if I could just leave my car at the lot until the product came in, I was denied. I was initially the amount of 2,750 would be covered. I have been requesting repairs on this very common transmission problem with my 2015 Ford focus for years. I just went for to make it right. I’m a loyal customer. I buy cars BRAND NEW in 1998 ESCORT, 2000 TRAUS, 2011 FUSION, 2015 FOCUS, 2022 ESCAPE. With me being on ********** and having a new car payment/insurance of close to 600 a month. I can not afford to have a transmission continuously fixed on this my 2015 focus. If I requested the repair one year prior ti the warranty ending, and town and country put me on a “waiting list” called me after the warranty expired to repair the car. That’s bad business.

  Business Response

  Date: 01/16/2023

  On December 5th customer brought her 2015 ford focus to Town and Country Ford for shuddering issue. After diagnosis it was determined that the automatic transmission clutch was shuddering and the correction is to replace the clutch. 

  Ford Motor had extended the warranty coverage for the clutch under program 14M01 for 7 years or 100000 miles which ever comes first. As for the statement made that she was on a waiting list for the repairs, we have no record of her ever being her for a clutch issue prior. The customers warranty extension from Ford for any clutch issue had run out on May 9th 2022, long before she brought it in.

  We are sorry for the fact that Ford did not extend it any further, but the customer knew it was not covered and authorized the repair on the 5th of December. The repair was made with her knowing she was responsible for the cost.