Complaints

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

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  Parkway Ford, Inc.

  2104 Peters Creek Pkwy Winston Salem, NC 27127-3799

  
• 

  Parkway Ford, Inc.

  701 Peters Creek Pkwy Winston Salem, NC 27103-3826

  
• 

  Parkway Ford, Inc.

  98 W US Highway 64 Lexington, NC 27295

  
• 

  Parkway Ford, Inc.

  3150 University Pkwy North, NC 27105

  

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:04/30/2025

  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.

  **** dealer manipulated my truck computer by setting the master key settings to force me to purchase a $160.00 key fob. In fact, I only have one fob that's not the administrator key, so I can never make any changes to master computer settings. The dealer is the only possible entity that could have made the changes. Now, I'm being forced to buy a new key fob. Very dishonest. Already spoke to the general manager and no resolve but to purchase a new key fob.

  

  Business Response

  Date: 05/08/2025

  The customer arrived January 31, 2025. We performed an oil change, tire rotation and inspected the vehicle for a "Check engine light". We were unable to verify an issue with the check engine light. He was not charged for the diagnosis, only the oil change. He then returned the last week of April. He claimed we had made adjustments to his MyKey system and he was unable to exceed 80mph or increase the volume of the radio. ***** restricts both speed and radio. He admitted he had only ever had 1 key and he did not have the Administrator key, when he purchased the truck. What the customer is claiming is not possible. The system does not allow any changes without the Admin key. There isn't any way we could've made these changes. Especially, 3 months prior and he just now noticed. There are only 2 ways to adjust or remove the settings for MyKey. 1) Use the Admin key. 2) Cut a new key and erase all the keys in the system and start over. We offered to cut him a new key and reset the system at his expense. The customer declined. We recommend speaking to his selling dealer. Maybe they will cover the cost of the key. 

• Initial Complaint

  Date:03/13/2025

  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.

  This dealership failed to ***air our vehicle after multiple attempts and has refused service for an issue that has yet to be resolved. In Aug 24, we dropped the vehicle off for ***air. We were told that the newly ***laced transmission hadn't been "programmed" & an issue with a tube on the back of the motor. Both issues were fixed at OUR expense of over $900 and the problem of vibration in the vehicle while driving remained unresolved. After complaining for months, they decided that the motor needed to be ***laced and so it was leaving us to pay additional costs not covered by warranty. This still did not resolve the vibration. It was then determined that the transmission needed to be ***laced once again. We were given a 30 day wait for a vehicle that was undependable. After multiple call and attempts to schedule ***air, I visited the dealership and was given an appointment for the beginning of February 2025. The transmission was ***laced and we were forced to wait weeks after the ***lacement before we could pick up the vehicle as they were awaiting payment from the extended warranty company. After almost 3 weeks, I again visited the dealership and was told that I would have to pay and wait for a refund. I paid $635 to get our vehicle so that my husband would have a way to get to work. I waited another week for a refund while the truck is still vibrating while driving and I did explain during this visit that it was still not ***aired properly. The transmission has since start to click. Now I am being told that unless my warranty company will guarantee a new transmission PRIOR to a claim being filed that they refuse to further address and ***air the problem. Today I was hung up on by the service *** and I have also been present on multiple occasions where other staff would degrade this ***'s skills and abilities. This is a very subpar level of service and we are left with a vehicle that is un***aired while they have been paid by our warranty company to ***air.

  

  Business Response

  Date: 03/17/2025

  The customers vehicle was inspected at our ********* store on 8/12/2024. We verified their concerns. During diagnosis we discovered the transmission had trouble codes related to an improper configuration. The customer stated to ********************; they had just recently had the transmission replaced at the dealership where the truck was purchased. The selling dealership installed a junk yard transmission and failed to set the transmission shift strategies at the time it was installed. We informed the customer this needed to be done prior to any repair attempts. They agreed and the service was performed. The customer returned 2/16/2025 and a little over ***** miles later, stating the concern was still present. We diagnosed the vehicle again and determined the transmission had an internal failure and required an overhaul or replacement. Due to age and mileage,we recommend replacing the transmission with a **** remanufactured assembly.The **** assembly would give them a 3-year, unlimited mileage warranty. They informed us they have a 3rd party warranty that they purchased from their selling dealer. We submitted the claim and were informed by her warranty they were going to send us another junk yard transmission. The 3rd party warranty informed us that the junkyard unit was covered under a warranty by the original junk yard that the selling dealer purchased from. It took a few weeks to receive the replacement junkyard assembly. When it arrived, we installed the unit. At that time, their 3rd party warranty informed us we will be receiving a check from the junkyard to cover the labor expense. We informed the customer and explained the repairs would be required to be paid in full prior to us releasing the vehicle. At that time Ms. **** became aggressive and belligerent to several of our employees. We gave her the option to leave the vehicle with us until the bill had been paid by the junkyard or pay the amount due and we would reimburse her when we received the payment. She chose to pay the bill and take delivery of the vehicle. It took another couple of weeks for the junkyard to settle the debt. Once we received the payment, we had a reimbursement check ready the next day. Ms. **** has received her check and has been made whole.Since then, she has contacted us stating the transmission is still not performing correctly. We informed her at that time we will not perform any further repairs, unless our original recommendation to replace the assembly with a **** unit was performed. However, due to the issues with her 3rd party warranty, the junkyard involved and Ms. ****** managing the issues, we will not be performing any further repairs or services to their vehicle. We also will not be refunding any of the money she has paid to repair the vehicle. We believe we attempted to help and assist through the entire process to resolve an unbelievably tough situation. Her complaint and aggravation are misplaced. If she was upset with anyone it should be her 3rd part warranty, junkyard,and/or Selling Dealer. Not Parkway Ford.

   

• Initial Complaint

  Date:01/06/2025

  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 am rejecting this response because:

  ***** is not being honest at all. I have called him back and he never answers his phone. 
  I researched the headliner and it takes way less then an hour to take apart and put back together. So that is lie number 1.

  lie number 2 is that they left the part out on purpose. When I found the part I went back into the shop and they told me it shouldnt have been left out that was a mistake and I could bring it back the next day and they would put it back where it wasso that is lie number 2.

  I was told the part would not be there unti Monday or Tuesday it has to be ********** that is lie number 3

  Again I called on two separate occasions to not have the work done. It seems to me the messages werent delivered in a timely matter and that is on the business not on me. I should not have to pay for their poor communication

  I do expect a full return of the hourly rate

  Im willing to go to court 

   

  
  e it apart to replace the motor and they needed to fix it back.They said I would have to pay a restocking fee for the part. They said it would be ready after lunch.I never heard back after lunch so I called at 3:30 and they said they were finishing up and I could come pick it up.When I went to pick it up they handed me a bill for $235.77. I said I didnt understand since I had told them I didnt want anything done why I was being charged? I was charged $205.95 for labor and $14.40 to restock the motor. I can understand the restocking fee but I have an issue with the labor charge.When I got into my vehicle to leave they had the bad motor just lying in the seat? They didnt even just put it back like it was?

  

  Business Response

  Date: 01/10/2025

  We diagnosed the vehicle on 1/4/2025. We found that the sunroof motor had failed. We sent the customer an estimate for the total cost of the repairs. She approved the repair. At that time our technician continued on and disassembled the headliner to access the sunroof. We did not have the sunroof motor in stock, so we sent an employee to a dealership 30 miles away to pick up the needed part. The customer did call back in as she stated after we closed. She left a VM with my advisor stating she had changed her mind. On Monday the 6th, after we reopened he informed his technician the customer had changed her mind. Since the car was already apart, he had to put it back together. He did leave the motor out at that time. We did that to prevent the sunroof from accidentally being opened and not being able to close it back. We had to charge a restock fee to cover the mark up we paid to the other dealer to purchase the part. The labor was due to the technicians time involved. In fact he had spent over 3 hours in the disassembly and reassembly. We only charged her the cost of our technician to try and help her. We were extremely fair with the labor considering the circumstances. We have left multiple messages with the customer to discuss this further and have not been able to speak with her. 

  Customer Answer

  Date: 01/23/2025

   I am rejecting this response because:
  I was not belligerent. When I spoke with the cashier, she even apologized to me about the amount they charged me. She told me it wasnt right. I told her I knew it wasnt her fault. She was very sweet and understanding. 

  I also spoke with another technician that told me that this wasnt the only time he had seen them mistreat their customers. Its a shame that their own employees are aware of the mistreatment of their customers.

  I do not want to return and that is within my rights not to want to do business with them. I have called him back and left a message last with no more follow up. They have been very rude to me in fact. I wouldnt recommend anyone to do business with them. 

  The resolve that was offered (and I have the message saved) was for me to spend more money for them to fix that part. How is that a resolve? He acted like he was doing me a favor and fixing it for free. He was going to charge me an additional $500 to fix the part. This wasnt a resolve. I had said I didnt want it fixed. How are you going to try and resolve the problem you made by charging me more money. And it wasnt even a discounted rate, it was the same amount that they initially quoted me.

  I think I was taken advantage of because I am a woman. I think I was discriminated against. I also dont appreciate the lies and disrespect shown to me. I guess this is also because Im a women? I am ready to go to mediation if I am not given a refund. 

   

  

  Business Response

  Date: 01/23/2025

  Miss ****** did return my call on a couple of occasions. Unfortunately, I am not always at my desk. On numerous attempts, I was unable to reach her. I chose to leave a VM with an offer to resolve the issue. She declined my offer. We feel we were more than fair with the amount she was charged and with the resolution we offered. She has been belligerent to our employees and stated she will never return. We will not be refunding the amount she paid. 

• Initial Complaint

  Date:08/28/2024

  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 went to parkway ford to get the transmission shifter cable replace and when I went to pick it up not even 10 minutes down the road it started overheating when it was never happening before.

  

  Business Response

  Date: 09/03/2024

  The customer's vehicle is a 2016 Fusion with ******* miles. It has been 3 years and ****** miles since we last saw the vehicle. The customer brought the vehicle in this visit for 2 recalls. The 1st was a Transmission shifter cable bushing and the 2nd was a front brake hose replacement. During the recall repairs, the technician discovered the engine was leaking coolant. The customer was adamant he did not want any repairs performed that would be at his expense. We completed both recalls and released the vehicle to the customer. A short time after he picked up, he called back in and stated the engine was overheating and demanded we repair the car for free. We offered to work on the vehicle, however we informed him it would be at his expense. The engine overheating is not a failure related to either recall. The customer then became rude and belligerent. He made multiple threats to 2 separate employees. We do not allow or condone this type behavior. The customer is no longer welcome at ********************. 

• Initial Complaint

  Date:11/20/2023

  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.

  My car was taken to the service Department on Sep 26th. They had my car for a total of 6 weeks and did recall work. Then was told they needed the body shop to check and make sure frame was not bent and they think they saw frame damage. Body shop had it for 1 week and kept me updated stating the frame was checked on their machine several times and no frame damage was found. My car was transferred back to service dept and they didn’t call me but told the body shop they were declining to do the work. Prior to being taken to body shop I was told they have all their parts figured out but needed to make sure the frame was okay before doing the repairs. Since they have had my care almost 2 months dragging their feet I have made 2 car payments and insurance payments. This is $1500 alone in loses.

  

  Business Response

  Date: 11/21/2023

  The vehicle came to the Service Department with damage to the front end. We aren't certain what caused the damage. However, it requires repairs by a Body Shop. The radiator support and front bumper need attention. We sent the car to our Body Shop. It is currently awaiting an insurance adjuster to look at the damage. When the adjuster decides the course of action, we will inform the customer her options to proceed.

• Initial Complaint

  Date:11/14/2023

  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 bought a truck from the dealership about three months ago. on the 30th of August, when my first 30-day tags were about to expire I found out there was a lien on the vehicle. The dealership says they are going to try their best to work on it. three months later I'm Still waiting for my license plate. About to get my fourth 30-day tag soon.

  

  Business Response

  Date: 11/20/2023

  We had issues with the DMV. It took longer than normal to receive the title. The title has been received and the customer has been provided his tag. The issue has been resolved.