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:06/27/2025

  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.

  Early May 2025 I went to Maplecrest Ford to exchange my Ford vehicle for newer model after multiple phone calls from dealership I was encouraged. We were taken care of by Sheri whom to be honest did not have any connection with but I focused on the professionalism. Since we were from out of state. I was given a temporary plate. Two weeks later I called, spoke to sheri regarding my plates she respond it's not ready, but will call me when it is. One week before my plates expired on June 19, 2025 I called again and was told they needed more information from me like my insurance ID which was already handled prior to purchasing the vehicle. Ever since June 19 no one has communicated with me. I have left multiple called and messages for Nick, Sherri and the motor vehicle clerk that is supposedly handling my plates but no one seem to be handling this with any regards. Today June 27th 2025, I called again and spoke to sale manager Muhammad who also claim he will reach out to the motor vehicle clerk and call me right back to let me know what's going on but never did. I am driving around with an expired plate. Pregnant and have a little baby with me. Now if something happen to my little family, this level of negligence, incompetence and laziness doesn't seem fair for me to accept as a Ford client since 2010. Everyone from front desk to sale managers and sale associates are all held to the same level of responsibility. This is unacceptable and putting my family and me at risk. Expired plates also indicate a break in the law which also affecting me.
  
  After multiple attempt , Nick emailed me a email claiming responsibility if I were to be stop by law officers due to an expired plate, but not everyone would be understanding to this situation and this should not be causing a delay to my everyday responsibility. I entrusted Maplecrest Ford and this is what I have to endure.

  

  Business Response

  Date: 07/08/2025

  Thank you for reaching out and for bringing this situation to our attention. I want to begin by sincerely apologizing for the frustration, inconvenience, and concern this has caused you and your family. The experience you've described does not reflect the level of service we strive to provide, and I completely understand your disappointment.
  Your safety and peace of mind are extremely important to us, and it's clear that we've fallen short of your expectations—and our own standards—when it comes to communication out of state deals are complex and sometimes we are left to waiting on insurance /paperwork which can be delayed.
  I am currently reviewing your file and see as of now you have your plates. I am happy that you no longer have the burden of waiting for them to come in. 
  Additionally, I am escalating this internally so we can better understand where the breakdown occurred and ensure this does not happen again, to you or any other client.
  Please know your concerns are being taken seriously.. Should you have any immediate questions or further concerns please contact me. Luchia S******* Sales Director  ************ *** ****
  Again, I sincerely apologize for the experience you've had and thank you for your patience and continued loyalty as a Ford customer.

  Customer Answer

  Date: 07/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/28/2024

  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 originally brought my car under warranty to be fixed they diagnosed it as the cam shaft fasers and it wasnt properly fixed and I have had to bring it back atleast 4 times to have it serviced for the same reason and they are still not fixing it Ive lost money because I use my vehicle for my business and theres no compensation I have had to it for loaners and rentals while they have had my vehicle for up to 3 months at one time I was just driving this morning and it cut off twice while driving on the turnpike in the middle of morning traffic I am asking for this to be finally fixed or considered a lemon and replaced because this has been too much and reimbursements for loaners and missed income due to my vehicle being in the shop and not being accessible and operable Ive even paid for second opinions at other does dealerships to confirm that they are not fixing the issue and they still keep sending my family and I back on the road in u safe conditions. My vehicle was immediately brought in less than a week later and I was still in warranty and they still didnt fix the issue there was even a recall and I wasnt informed that there was a recall after the warranty expired to extend the warranty and now we are here I want goes to reimburse all payments made even my last payment to them to pay for something that should have been already done and they are still not rectifying the situation and it has affected my family and business greatly for years please contact me immediately I called **** again today to bring the car in with no loaner so I have to now pay for a rental again and the last time I paid for a rental and was promised to be reimbursed for out of pocket cost I wasnt because they said the car I rented wasnt a **** vehicle but it was a Lincoln Cadillac truck and they still didnt reimburse me because they said the loaners werent available so I had to rent what was available and I paid out of pocket with no reimbursement I can be reached **********

  

  Business Response

  Date: 05/06/2024

  Dear *************, Thank you for your email. I understand that the issue you mentioned has been ongoing. We have already made the necessary repairs and submitted a goodwill request to **** on your behalf. Unfortunately, **** Motor Company has informed us that she would be required to pay a minimum of $903 to resolve the issue. She has been fighting this for some time, but **** has dictated these terms, and we have exhausted all possible options.

  Please let us know if you have any further questions or concerns. Thank you for your understanding. Sincerely Luchia.

• Initial Complaint

  Date:01/26/2024

  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.

  To start things off my current car was purchased from this dealership after my original car was in an accident due to a technician driving with the hood not closed properly.
  Fast forward to my current car there has been many issues that are yet to be resolved, my salesguy has done all he can and now is incapable of resloving issues out of his department.
  Being that the first car loan was still in my name the payment due date was the same day I went to pick up the second car (Nov 21st), I made the payment trying to avoid having any late fees effect me/my credit ($598.34). While at the dealership I made it aware to the finance manager Tim Rhoades of the payment that was just made and my concern about losing it. He assured me that once the first car loan was paid off by the dealership I would recieve my original payment in full. The next day I took care of the vin inspection for my car as thats the paperwork the
  dealership needed to begin my plate process (Mailed Nov 22nd)
  
  Some time later
  
  Dec 21 I get in contact with my bank as I only received $72 out of $598.34 that I paid, the supervisor explaining to me that the dealership didnt payoff the car immediately instead waited for the balance to change due to my payment Nov 21st leaving $526.34 "lost"
  Dec 26 I start to get notified that the dealership didnt receive the copy of the vin verifacation (6 days after my temp plates expired)
  After many attempts to try and reach any higher up to update me on the situation, weeks with no answer. Stressed out by all this I did leave a review on their page hoping that someone would try and figure out whats going on.
  Jan 15th I get in contact with Sergio Lopez which then leads me to getting in contact with Alicia Urena who provides a overnight label to send out another copy of my vin verifaction, mailed the same night and received the 16th.
  Jan 25th after more attempts to get an update on my plate or money situation and a few other things (not listed) no conclusion.

  

  Business Response

  Date: 02/05/2024

  Spoke with *** ******

  We mailed out his refund.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:

  The dealership has gotten in contact with me and I have received the refund as mentioned before as well as the registration process nearing completion. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:12/19/2023

  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 called ***** Thursday, December 14 to schedule an appointment regarding my navigation system. It randomly shuts on and off even when I am driving. When I called, I spoke to *****. I mentioned to him that I have IWS which is an extended warranty I purchased with my vehicle. ***** stated it is fine and scheduled the appointment. When I arrived for my appointment today, December 19, at 8AM, I was advised by ******************* is not accepted at Maplecrest ***** He advised I was looking at roughly $1600 for repairs. ***** also stated I could pay and IWS would reimburse me. When I spoke to IWS, I was advised ***** was incorrect. The dealership must call and file a claim for IWS to pay for any repairs. My extended warranty expires on December 21st of this year. Due to ****s negligence, I am not able to get an appointment to get my car repaired until next year. At that time, my warranty will have expired. I called **** almost a week in advance for this appointment and no one at **** Maplecrest made an attempt to assist in any way. I requested the Corporate address and number from ***** and ****. They refused to provide the information to me and advised I can look up the customer service number online. They were rude and unprofessional. I found the customer service number and called. I explained what happened and the representative stated, "you do not meet the criteria for financial assistance." She refused to tell me what the criteria was. The representative did not request any financial information. She did not gather any information from me that would determine what I did/did not qualify for. (Claim number: CXH-************). What I want is **** to repair my navigation system before my warranty expires or absorb the total cost of getting it repaired if it's repaired after my warranty expires. I would also need transportation. Because I am under 21, I will need the cost of Uber covered. This is the norm with ***** Rude, unknowledgeable, and unprofessional customer service.

  

  Business Response

  Date: 01/02/2024

  
  
  
  Unfortunately the customer is correct, we are not able to accept any aftermarket warranties as per our dealer principal and general manager. Now I did take some time to review the phone call and upon listening to the call in for the appointment which took place on 12/14/2023 @12:24 pm the customer did not mention his extended warranty company only discussed a ride to school due to some finals and a time for drop off. I have included the call in on this email for your reference. Due to us not knowing about the aftermarket warranty at the time of the appointment call we would not have been able to notify him of accepted coverage prior to his arrival. As for the goodwill assistance, unfortunately his vehicle is outside of the criteria that **** uses to consider assistance, this should have been explained by the **** Customer Relationship Rep upon his calling in. **** reviews assistance based on 3 main factors, vehicle mileage, vehicle age and customer "LTV" score. The customer meets the criteria for the CLV score and mileage however he does not meet the age requirement for the vehicle (must be within 84 months/100,000 miles of the warranty start date which in his case is 2/8/2016). I will be happy to try and work with the customer to get his vehicle repaired and will be open to working with cost saving measures such as used parts if possible and a discounted labor rate however I can not goodwill the repair or accept the warranty (which is also now expired). I did reach out to ******** mother as I had her number saved from prior communications as I was unsure of ******** availability with school resuming this week and advised her of what I mentioned about and also forwarded her and ****** the call from that day for their review as well. 
  
  
  

• Initial Complaint

  Date:10/27/2022

  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.

  i was having issues with my apple carplay when my phone is plugged in . when someone calls me they say i sound very far away. i took my truck to maplecrest **** in vauxhall **, when i explained to them what was going on with truck and that people have a hard time hearing me, there service advisor told me that i should tilt my head up to the ceiling of the truck and speak to the microphone that way . i thought he was joking because that is really unsafe to do and wont fix the issue so i ended up speaking to another person in service and he told me that my truck needed a update to fix that issue. theres a update for microphone and some other stuff and that will make the issue go away and people when they call will be able to hear me with no problems after the update. but the update will take a few hours. i took my truck at 7am and only got it back toward 3 or 4pm in the afternoon. i asked for a loan they did not give me one they said they dont have any to give. i had my wife pick me up from the dealer that day .. later on i got the call saying it was all ready. and if i wanted my truck to get washed i said sure and the advisor goes well its going to take a couple hours the carwash is backed up i said keep the truck until it gets washed ill pick it up in a couple hours. i ran errands with my wife and waited for a phone call and they never called me. i was in the area with my wife and passed by the dealership to find out if my truck was all washed and ready .i get there ask about my truck and they say oh yeah its all ready. they bring my truck to me and its all washed but i notice something on my hood and its a scratch and i never had that scratch before . told the advisor and he said i dont know what happened there and just left it as that ... theres more to this story but i cant fit the issues i have had with this dealer ship all on here if someone can call me i would like to share the rest with them . thank you

  

  Business Response

  Date: 11/22/2022

  The customer accused us of using his truck to get lunch because there was a packet of hot sauce in his cup holder.  I did question the technician and they stated that they did not use his truck at all, and never left the dealership the hot sauce that was in the cupholder actually did belong to the customer as it was between his seats the tech did remove it from the area between seats and console because we did work in that area and we didn't want it to basically get squished and squirt in his truck.   I am not sure anything else about this situation except we fixed his vehicle. We also repainted the hood of his vehicle at his request free of charge. 

• Initial Complaint

  Date:08/29/2022

  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.

  On August 13,2022 I took my father's truck for service at this dealership. I brought to their attention that there is rust on the hood of the truck. The truck is a 2017 and it has 4425miles and it is kept in a garage. The service manager told me to call **** which I did and they said that we would have to pay $500 towards the repair. This truck has been service from the time it was purchased. When doing an oil change the hood as to be lifted in order to do the job. Why did anyone in service bring this to their customer? Is is because he is 91 and he should be taken advantage of. **** should produce a product that is good and last. I drive a ***** that has 80,000miles there is no rust on any part of my car.

  

  Business Response

  Date: 09/14/2022

  *************** advised ******* and myself that she has had an issue in the past with ***** and did this exact thing to ***** to "get her way". This was said to us the day of pickup. To go back a little though on the comment about why we did not bring this to their attention, this is an environmental related concern that is visually present on the vehicle that the owners would be able to see if the vehicle condition was monitored. Our Multi Point Inspection does not include an inspection of body panels for condition. Typically we do not address cosmetic issues with vehicles unless asked by the owners of said vehicle and we then refer them to ******************** as the local ********************* in this area. When the customer inquired about this concern at time of pickup we advised her that the vehicle was out of the corrosion warranty offered by ****************** and we did a goodwill case (CAS-38147730-B3H0N4) to try and get her assistance for the replacement of the hood panel through ******************'s Customer ***************** The decision made by ****************** was shared with the owner's daughter and she did not respond well to the offer. ****************** offered to cover 70 percent of the replacement cost which is valued at ******* and proposed a customer pay portion of 30 percent which would be valued at ******, together that would cover the total estimated cost of 1903.06.

  Customer Answer

  Date: 09/15/2022

  
  Complaint: 17791499
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ************************