Complaints

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

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  Century Ford of Mount Airy

  302 Century Dr Mount Airy, MD 21771-4134

• 

  Century Ford of Mount Airy

  302 Century Drive Mount Airy, MD 21771

• 

  Century Ford of Mount Airy

  PO Box 200 Mount Airy, MD 21771-0200

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:09/05/2023

  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 purchased a custom bronco back in December of 2022. My bronco has a bumper to bumper warranty up to ****** miles or 3 years. I currently have ****** miles on it. When I purchased it I noticed a rip in the soft top, same spot on both sides from the metal rubbing against the fabric causing fraying and an eventual hole the fabric. I went to this dealership for repairs and the service manager stated that he talked to **** and this is not covered under warranty. I spent $53,000 on this bronco to have a ****** mile bumper to bumper warranty and then this dealership tell me it isnt covered under warranty. I demand a replacement for this soft top.

  Business Response

  Date: 09/05/2023

  On December 27, 2022 *** ********, my service manager uploaded pictures of the damage top to ****************** for there review. **** denied the repair because they deemed it as damage. The 36 month ****** mile **** warranty does not cover damage. This is the first time I am seeing the photos. It is very obvious to me that something hit the corner and tore the top. You can see the abrasion on the metal corner sticking out. ****************** determines what is covered and what is not, not the dealership. My recommendation would be for the customer to contact her insurance company and submit a claim. I am also curious of why you are waiting 8 months since the denial of the original claim to now? *** ******** Managing Partner

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20540872
  
  I am rejecting this response because: I know multiple people who had rips, tears and punctures in their soft tops and they got replacements no questions asked.  You can clearly see in the images that both sides in the EXACT same spot are ripped from the metal underneath puncturing the canvas. My original complaint was filed shortly after buying the car on December 10, 2022. People that work for **** in their customer service department have told me that individual dealerships deal with the **** warranty department and the dealership is supposed to go back and forth with warranty to determine a solution. Not give up after one attempt to get it covered. 
  

  I paid entirely too much money for a car with a punctured top that isnt covered under warranty and for a greatly well known company like **** to deny it be covered under warranty. 
  

  The Warranty States: The ******************* Warranty does not cover surface rust, deterioration and damage of paint, trim, upholstery, and other appearance items that result from use and/or exposure to the elements. You, as the owner, are responsible for these items.
  Some examples are:
  ??dings, dents
  ??cuts, burns, punctures or tears
  ??road salt
  ??tree sap, bird and bee droppings
  ??windstorm, lightening, hail
  ??earthquake
  ??freezing, water or flood
  ??stone chips, scratches (some examples    are on paint and glass)

   does not cover surface rust, deterioration and damage of paint, trim, upholstery, and other appearance items that result from use and/or exposure to the elements. THESE PUNCTURES ARE NOT A RESULT OF USE AND/OR EXPOSURE TO THE ELEMENTS!!! Theyre simply punctures from the metal frame itself! 

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

  Business Response

  Date: 09/11/2023

  I advise the customer to take up this issue up with ******************. They denied the repair, not the dealership. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20540872
  
  I am rejecting this response because:

   

  I have tried contacting **** directly several times and they keep telling me to take it up with the individual dealership. Continuing to point fingers at one another. This is ridiculous. **** needs to fix this, its stated in the warranty and the dealership needs to fight with ****************** for what is right with . 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/12/2023

  I have done some more research. Ms. ******** has neglected to inform the Better Business Bureau or the dealership in her original complaint that she is the second owner of the vehicle. She also stated in her original complaint that she bought the vehicle  with the damage on the vehicle:" When I purchased it I noticed a rip in the soft top, same spot on both sides from the metal rubbing against the fabric causing fraying and an eventual hole the fabric". The ****** was purchased with ***** miles on it with existing damage. It would have been her responsibility at time of purchase to work out a resolution from whom she bought it from. **** is not paying for the replacement of her top. As far as Century Ford of Mt. **** is concerned I am closing out this complaint. *** ********

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 2020 **** F150 in April of 2020. Since purchase, my vehicle has had an electrical issue where the vehicle suffers power loss, airbag fault, ABS fault, and other issues. The vehicle loses power in intersections and most recently, while making a turn in front of a semi-truck, nearly causing an accident that would have killed me and my wife had I not left enough room. I brought my vehicle in for repair of this issue 3 times prior to asking for a buyback in May of 2022, as it fits the parameters of MD lemon law, not counting the time it was in the shop for repair. Since then, the problem has occurred two more times. The Reacquired Vehicle Program (RAV) of **** has denied my claim of repurchase solely to it being 25 months rather than 24 from purchase to filing, again, with them neglecting to account for the time in the repair shop. The dealership cannot affirm that this current repair attempt will fix the issue, and the attempt their making is replacing a wiring harness that has already been done on the second repair attempt. MD law states that a manufacturer has one attempt to rectify an issue regarding safety. Ive given them 5. They have not fixed the issue, and the truck should be repurchased or replaced.

  Business Response

  Date: 03/20/2023

  To whom it may concern:

  I understand the customers concerns. Buy backs are administered and handled by the manufacturer not the dealer body. We have completed most recent repair. My service manager is quality checking and test driving. Vehicle should be ready to be picked up with in the next ***** hours.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19537625
  
  I am rejecting this response because:

  There is still no confirmation that the repair that was made fixed the issue. The dealership asked an *** to inspect the vehicle who was also not confident that the problem would be officially resolved. As such, the dealership should bring this to the attention of ****, as the safety concern of shutting off safety features and power while driving could result in injury.

  This responsibility does not lie upon me. **** and the dealer will ultimately be liable should a collision occur after six repair attempts have been made. The vehicle falls under the lemon law for an issue that was not fixed that affects safety features. 
  

  I ask that the dealer and **** collaborate to discuss this vehicles faults and the failed repair attempts to find an agreement that suits all parties. 

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

  Business Response

  Date: 03/23/2023

  It is my understanding that Mr. ****** picked his vehicle up this week. *** ******** is going to check in with Mr. ****** to monitor if the latest repair has corrected the issue. I have also contacted our ************* Service Manager with the service file and the *** case number and the correct dates for her to review. As I mentioned in my first response, vehicles are bought back from the manufacturer, not the dealer.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19537625
  
  I am rejecting this response because:
  

  I have not been contacted by the ************ Manager yet

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

• Initial Complaint

  Date:01/11/2023

  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.

  On Monday, December 19th, 2022, my 2019 *********** was towed to the Century dealership in Mount Airy, ******** because it wouldn't let me access or start my truck. After waiting for over 24 hours, I received a call saying they had it, and that it was a dead battery and it would be ready the next day. The next day, Wednesday December 21, after my wife dropped me at the dealership, they said the battery died overnight and they were "recharging it." There were no loaner cars available, so I was stranded for several hours waiting for my wife to leave work and return to get me. Two days later, after calling several times, they said it was a window leak, and that it had shorted out electrical components that communicate with the fob. They gave no indication of how long it would take to get parts and repair, and couldn't advise if they were covering it since I was out of warranty. Over the holidays, I had to call several times to check the status of my vehicle. Because rental cars are so expensive, I could not afford to rent a car and have been relying on rides to work by my Firefighters (I'm a senior Battalion Chief in a large fire department). I finally got Ram Cares involved on December 29 (an outfit that works on behalf of Ram owners to work with dealerships on similar issues). They assigned me a case manager and have worked to reduce the cost of the repair. The dealership wouldn't even mention the cost- I never received a quote for the repairs, either.On Jan 6 I was told it would be ready on the 9th or 10th. It's the 11th, and they told me it was too cold to replace the window yesterday. I am at **** end, without a vehicle for over 3 weeks, and because of the type of repair I'd have to tow it to get it out of Century's service lot. I'm stranded and upset. This is unacceptable- they need to be held accountable. If it's not ready today, they should at least supply a rental.

  Business Response

  Date: 01/13/2023

  Contact Name and Title: ************************* GM
  Contact Phone: **********
  Contact Email: ***************************************************
  We have worked diligently to have this repair done efficiently and timely. We have been held back by delays in having parts delivered. We apologize for the lack of loaners available. The only repairs left to complete are replacing the rear glass and progrfamming all the key remotes.This will all be completed by Monday Jan 16. We do now have a loaner available and we will offer to customer.

• Initial Complaint

  Date:11/29/2022

  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.

  I purchased a 2017 Ford Explorer in March 2022 from Century Ford in Mount Airy, MD. I was told a MD inspection was completed on the vehicle and provided a carfax report. I was told at the time of purchase the vehicle had passed inspection and was safe to drive. To date, the vehicle was with several recalls that have remained unresolved because I've been told they don't have the parts. One recall was repaired but continues to malfunction. Shortly after purchase, I was told the front brakes were corroded beyond safe drivable limits and was charged nearly $800 to replace brakes and rotors even with a limited warranty on the vehicle. This was after I was told a MD inspection had been completed and the vehicle was safe to drive. I have now had to replace the water pump at a cost of $2100 and have been informed by another repair shop who did the work that the rear brakes now need replaced as well as the AC motor and condenser. I also had to complete vehicle emissions when Century claims to have completed this in January of this year. History on the vehicle shows it both failed and then immediately passed inspection on the same date of 1/20/22. I have contacted Century and received no return call. It has become apparent that Century sold me a lemon that required far more repairs that originally disclosed.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 12, 2022/12/19) */
  Ms. Embrey purchased her Explorer from Century Ford March 3rd, 2022 @ 92,219 miles. The vehicle was inspected January 24th, 2022 @ 92,178 miles, at which time it was also put through Ford's Blue Certification program. At that time, to get through inspection and certification, the exhaust "Y" pipe was replaced, as well as right rear and right front wheel bearings. The vehicle was offered for sale with a complimentary 3-month, 4,000-mile warranty. At no time did Century advertise that the emissions inspection was completed. This is a State mandated program that is completed at locations provided by the State of Maryland. Ms. Embrey returned in May (May 3rd, 2022) for a washer fluid concern, which was repaired at no charge. She then came back on July 1st, 2022, for a brake concern, and a recall. Mileage at the time was noted as 95,526. A Century Ford technician completed an inspection and recommended front brake pads and rotors and rear brake rotors. At that time, Ms. Embrey's complimentary warranty was expired. Due to the recent purchase, Century offered financial relief. The repairs were completed, and a $771.36 credit was applied to the repairs.
  
  Ms. Embrey was offered the option to purchase additional warranties at time of purchase but declined to do so. While any potential warranty purchased would not have covered the brakes, as they are considered a maintenance/wear item, it may have covered the additional concerns she is now faced with.

• Initial Complaint

  Date:11/18/2022

  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.

  The dealership accepts no responsibility and offers no assistance. My car is sitting on the car dealership lot not operational due to a repair that is needed and it is covered by the manufacturer warranty. It has been there for 5 months. They state they can get the part but have no timeline on when it will arrive. They will not loan me a car they only advised me to rent a car but will not help with any cost. It would cost me 15 dollars a day to rent a car and I cannot afford that for an unknown amount of time. This has caused an terrible inconvenience and a enormous amount of stress on my family. I purchased the car with a warranty from and American company hoping that I would be treated fairly if the vehicle had an issue and this seems like quite the opposite.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 10, 2022/12/09) */
  Mr. Bodan was put in one of our dealers' owned loaners on 12/08/22 at no charge to him. The Parts needed for his repair are on National back order. This is a Ford Motor Company issue that we are trying to deal with.