Complaints

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

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  Crossroads Ford of Apex

  1501 N Salem St Apex, NC 27502-2933

• 

  Crossroads Ford of Apex

  1261 Pine Plaza Drive Apex, NC 27523

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:07/22/2025

  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.

  On July 1, 2025, I brought my 2015 Taurus, with registration number 1 F A H P 2 K T 4 F G 1 5 5 3 2 3 7, to the Crossroads Ford ******************** There, I talked to *** ***********, one of the service advisors. I explained to him that, in addition to regular maintenance items, I needed some cosmetic work performed on a hood bug shield, the bolts tightened on two seat supports, and an investigation into a few squeaks under the dashboard. Mr. *********** stated that the seat supports could not be tightened, for whatever reason, so they were to be replaced. Neither seat support was broken; they were loose. I paid the asked price of $2,236.80 for the service. On July 8, 2025, I brought my 2015 Taurus to the Crossroads Ford ******************* for mechanical issues. There, I talked to **** ********, one of the service advisors. I described the following to him:01.The engine sounds very loud at start-up.02. The engine runs loudly while driving.03. There was an unmistakable smell of petrol from the tailpipe.04. There was a rough *******. There was no decline in performance. Mr. ******** explained the problem and the car was repaired. The work was done, and I paid the asked price of $2,006.18. When Crossroads Ford Apex returned the car to me on July 10, the new driver's side seat support that they had installed was destroyed. They never explained what happened to the vehicle or why Crossroads Ford returned the car to me in that condition. The vehicle was returned to Crossroads Ford ******************* for repair of the drivers side seat support, but the problem has resurfaced and is now worse than before. I have requested a face-to-face meeting to discuss this matter, to no avail. I am getting no adequate response from Crossroads Ford Apex.I want Crossroads Ford Apex to repair my car or refund the money I paid.

• Initial Complaint

  Date:06/12/2025

  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.

  To Whom It May Concern;In September of 2024, I was undergoing the change of transmission of my F150 at the ************** in ****, **. My vehicle stayed with them for few months and at the time of pickup, I noticed, that it was driven around ********************************************************************************* the car at their garage I noticed a small crack on my windshield and further, few extra scratches across my vehicle. I called their manager and pointed out those issue. He replied that I can take photo and he will compare them with their video to confirm on it. After several months they still are rejecting to admit the issue and disregard my request to show me their video of vehicle at the time of intake in their service care as he claimed that they will, thus all vehicle damages were left for me to fix/pay on my own. The repair value of scratches and new windshield is approximately $3,500. I would like to get reimbursed this amount or have them repair it.Even bigger issue, arouse 4 months ago, when I was trying to sale a car via ********, *********** and *********** my vehicle add was not able to be finalized as their system was showing that my F150 has ****** miles instead of ****** miles? It took me almost a month to get some replies back from this websites that ********* **** in Apex, reported the millage on my vehicle, instead of ****** they reported to Experian as ****** miles?! I have reason to believe that they on purpose falsely reported a millage as ****** so that I sale my vehicle to them. Since April of this year, they did not resolve the millage issue. The price value of my vehicle with ****** miles vs ****** miles drops significantly (around $7,000). I am asking that they compensate me for that value as at this point the false millage is all over the internet and it will never be repaired, rather it will always be flagged as potential alteration with the odometer. Please assist,****

  Business Response

  Date: 06/23/2025

  The customer was informed that the dealership made a clerical error in entering the mileage of the vehicle on the repair order.  Offer was made to the customer to correct the error.  The customer was informed that the truck would need to be returned to the dealership for correction of the error.  The customer has refused to return the vehicle to the dealership unless and until the dealership agrees to pays for damage to the customer’s vehicle not caused by the dealership.  In continued efforts to assist the customer, the dealership has contacted the DMV for assistance, however the customer has also delayed acceptance of assistance from DMV.  The dealership stands ready to assist this customer in correcting its clerical error, however it will not pay for repairs to damage it did not cause.

• Initial Complaint

  Date:06/05/2025

  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.

  I bought a 2022 ******* from the ** of Apex in July of 2023. I had numerous issues with the car play and had to bring it in multiple times. On one occasion I had a loaner vehicle. While deriving that loaner I was rear ended by a third party with no insurance. I was treated with disrespect for the last 6 months by this dealership in regards to the accident. Upon returning the vehicle they would not let me leave with my car until I paid my deductible for my insurance. At 11pm we couldnt find out what that was so they made me pay $500. 6 months later and Im still trying to collect the $400 I was over charged and now have a letter from a third party trying to collect the $100 deductible for crossroads they said I didnt pay. Not only have I had to follow up at least every two weeks for the last 6 months which should not be my job. Ive had to gather all the paper work they needed between the insurance and dealership during this whole process as if I work for either of them. Im still waiting on my money and everyone I try to contact passes me off to someone else. Crossroads has had the vehicle repaired and Im still suffering with this issue. Im now seeking the $400 plus $195 in interest on my credit card as of now.

  Business Response

  Date: 06/06/2025

  While it is unfortunate that the customer experienced difficulties with her deductible collection, it appears that the customer's insurance carrier did not convey the deductible to the responsible carrier.  Despite the carrier's error, Crossroads is reimbursing the customer for the difference in her deductible owed and the overpayment.  Payment has been requested and the customer should receive it in the near future.

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23420575
  
  
  
  I am rejecting this response because: this was not filed incorrectly I have spoken with the insurance company and I’ve been told before I would get my money back from crossroads and still have not received it. When the money is in my account I will be satisfied. 
  
  Sincerely,
  
  
  
  Allison Rix

• Initial Complaint

  Date:03/12/2025

  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 2023 ****** as a certified used car from Crossroads Ford of Apex. I have had it serviced at Crossroads Ford of Kernersville multiple times for backup and 360-degree camera issues. The cameras have been replaced (or so I was told). I am still having camera issues where it won't work. I have issues with Apple CarPlay. My car says it's connected to Apple CarPlay, but the screen will freeze, and I can't change the radio station, nor can I access anything on the screen, and it will not let me make calls. The windows on the Bronco roll down slightly when the doors are opened. The passenger rear window does not always roll down correctly so when the door is shut the window is out of its track. When you roll the window down, it makes a popping sound that sounds like the window is going to break. I'm tired of having to go without a vehicle because mine is being worked on. I feel like I got a lemon and **** should make it right

  Business Response

  Date: 03/22/2025

  The customer has scheduled a service appointment with Crossroads Ford of Kernersville to address her concerns.  Crossroads intends to work diligently with the customer to determine the scope of her complaints and address her concerns.  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23052335
  
  I am rejecting this response because: As of today March 27, 2025 Crossroads Ford of ************ has had my vehicle since Monday March 17, 2025.  I have had to initiate communications and still do not know when to expect my vehicle back. This has been an on going problem with my Bronco.  Both cameras have been replaced twice and now they are saying it needs a new module.  My last update was **** had yet to send the module to the programmer. 
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:12/16/2024

  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.

  We purchased a one-year-old, certified, pre-owned F-150 truck from this dealership. Initially, our interaction with the staff was fine. I did find a nail in the tire during my inspection, but they offered to repair it, which was nice. My wife was later offered and paid for maximum warranties on the truck. However, these warranties only covered a third of what was advertised. For instance, the employee claimed that any internal and external damage would be covered, which was far from the truth.The main issue is the customer support and the level of neglect we've experienced. Since purchasing the truck and having it dropped off, I've been trying to work with ***** but it's been **************** are the issues we've faced:The truck was supposed to undergo a final review upon drop off, but this did not happen. The employee simply tossed the keys and left.The bedliner was disassembled and thrown into the bed of the truck.HVAC issues, which were previously recorded in the vehicle's maintenance history.Rubber seals are coming apart.The front hood area had two damaged spots that were covered up with touch-up paint and wax. After reviewing original images from the dealership, it is clear that the damage existed prior to purchase.I've been trying to address the hood issue with **** since August. This has involved over a dozen emails and countless calls, many of which went unanswered. I later found out that the employee who misled my wife about the warranties no longer works at the dealership. I started working with a new employee who showed little interest in helping me. Despite being told that my information would be passed along to others who would reach out, this never happened. Recently, after confronting him over the phone, he said he left me a voicemail stating his General Manager decided it's been too long to consider repairing the hood. This entire experience has been a frustrating rollercoaster.

• Initial Complaint

  Date:11/08/2024

  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.

  Purchase a 2024 *************** in March. Noticed the paint on the hood peeling in June. Dropped the truck off for them to fix due to the warranties I have on the vehicle. They would call me and say its was fixed but every time I went they had not fixed it and created other issues. This went on till the end of September when they told me to bring the rental back they gave me or they would repo my truck and say the rental was stolen. Still have issues with the job they did. Told me to take it to a 3rd party to have them fix it. When the other person needs a reference number there is no claim filed from **** to give him the authorization to fix it. **** will not cover it from a 3rd party but when I call someone I get transferred to someone else.

• Initial Complaint

  Date:11/20/2023

  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 bought a car from them in September. While I enjoyed my sales lady, *****, there are a few things about the experience that I did not enjoy. One, they were hard to negotiate with and I feel I paid more for the car than I should have. Two, there are items broken in the car that I wasn't made aware of (rearview mirror piece that mounts it to the window, scratches and chips in interior of car, and a burn spot on the seat, all things that shouldve qualified for additional money off the purchase price) exterior chips, dents, and because the car was bought at an auction.. only one key. I feel that when asking about getting tinted windows, they were going to charge and with the discrepancies the car possesses, this should've been added as a courtesy. I also have not received any information or paperwork on how to take advantage of the warranty I purchase. Oh, and they forgot some key signatures and paperwork that needed completed so I had to schedule a time for them to come to my house to sign additional paperwork that should have been completed at the dealership. Again, I had an overall pleasant experience with *****, but I do feel that Crossroads Ford of Apex could emphasize customer satisfaction instead of what's best for the dealership.

  Business Response

  Date: 11/30/2023

  Crossroads Ford of Apex has reached out to this customer in an attempt to resolve her concerns. The customer has not responded to ********************** efforts, however Crossroads remains ready to assist this customer and provide a satisfactory resolution for her.