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:04/22/2025

  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.

  On 3/22/25 I Purchased A 2018 Jeep Grand Cherokee at Columbiana Ford ********************************************************** ***** 9460 It was purchased with a 3 month or 3000-mile powertrain warranty. Right away we noticed a ticking noise coming from the engine, I had it checked out and was told that it was probably a Rocker Arm issue. When we called the service department, they said there was nothing they could do because the engine light was not on the dash. So, I took it back to the garage it's at now and the problem is worse than expected, it needs new rocker arms lifters and the two camshafts on the passenger side of engine. I even bought the parts myself to save on the repair cost. With parts and labor, it will be around a thousand dollars. The car is still under warranty but when I call the dealership to talk to the manager, he's never available and I never get a return call. I've made many calls and am getting nowhere. I just want reimbursed for my out-of-pocket expense as this is still under the warranty and they should have fixed it.

  Business Response

  Date: 04/28/2025

  We have been in contact with customer and have offered for him to bring it in to our Jeep store to have a factory trained tech look at vehicle.  Customer has taken into mechanics and there is currently nothing broke on vehicle.  We would like to see vehicle if we are to assist this customer.

• Initial Complaint

  Date:11/18/2024

  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 uploaded the email I plan to send them. Poor customer service and I think they overcharged my on the credit card fee. They told me they would give me 4 free oil changes and are not honoring this.

  Business Response

  Date: 11/20/2024

  The customer knew of all fees upfront before purchasing vehicle in the way they wanted to pay for it.  The store policy is to only accept $3000 in credit cards, so the store went above and beyond that policy.  We do offer 2 free oil changes on the purchase of pre owned vehicles, only redeemable at the store.  We don't do free oil changes for other stores.  

• Initial Complaint

  Date:10/01/2024

  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 purchased a vehicle online from Columbiana Ford and they have failed to send me vehicle details and stil, refuse to share vehicle shipping details with me. I have paid them over $7000 and the ** *** Tomesetti and manager **** ****** have refused to provide me with any shipping details after multiple attempts to obtain the information.I want to cancel this deal and have all monies returned!

  Business Response

  Date: 10/01/2024

  The customer lives in Florida and purchased vehicle online.  The vehicle was picked up by transport company on Friday 9/27/2024 and the customer has been given the transport companies information.  Due to Hurricane in Florida and east coast the expected delivery got pushed back by a few days.  There is no cooling off period in state of Ohio and we have delivered on everything in good faith.  The customer will receive his vehicle as soon as transport company can get it to him.  Natural Disasters are never welcome, but do happen.

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the offer made by the business in reference to complaint ID 22358089, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  
  
  I was told on Friday September 20 that the vehicle would be delivered by Friday 27 September. Die to your incompetence and that if the carrier, I almost lost my job because I don’t have a car. I eventually has to rent a car for a few days. You said you would ship the vehicle even before the storm and then did not share any transportation details until I threatened to cancel this deal. 
  

  I believe due to your failures as a dealership and as individuals as clearly evident. 
  

  i believe fair reparation here are to refund me my shipping and pay for my rental car. 
  

  Your manager Mark guaranteed vehicle delivery by Sunday 29 September to me on the phone. I even asked if I needed to rent a vehicle and he said no. 
  

  Your organization dropped the ball and I want to be made whole. 
  

  blaming your short comings on a natural disaster is despicable and you should be ashamed of yourself. 
  
  
  
  Regards,
  
  
  
  Nuno Dos Santos
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/07/2024

  Columbiana Ford has submitted a response and/or proposal to resolve this complaint. The details are as follows: The vehicle was delivered last week as quickly as transporter could get vehicle to client.
  
  
  
  Date that proposal was made:  10/7/2024
  
  
  
  Description of proposed resolution: No proposal, vehicle was delivered.
  
  
  
  Promised completion date:
  
  
  
  
  
  In addition, the business provided the following additional details:
  
  
  
  
  

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the offer made by the business in reference to complaint ID 22358089, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  
  I maintain my position, your manager Mark told me the vehicle will be delivered by Sunday and I almost lost my job and had to pay for a rental. Their incompetence should not be my problem 

  pay for shipping and my rental  this is not a discussion 

  
  
  
  Regards,
  
  
  
  Nuno Dos Santos
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  Columbiana Ford dba ***************** were tasked with replacing a faulty engine to my 2016 ******* MKZ. The initial drop-off date was 6/7/24 and as of 8/22/24, I am still having issues with my vehicle. I contacted the ****************** and filed a complaint regarding these issues (Case # CAS-********) and was also advised to file a complaint with the BBB. The timeline for this repair is as follows:6/7-7/1 Initial warranty engine repair (25 days)7/2 - 7/15 Returned to dealership for check engine light indicator and pre-collision sensor issues (15 days)7/17-7/29 Returned again for check engine light indicator and pre-collision sensor issues, along with repair to damaged driver's seat by technician (per video surveillance)7/31 Notified dealership pre-collision sensor warning light reappeared, via email. Service Manager, *********************, stated she was waiting to hear back from ******************'s engineers.8/9 Returned vehicle to dealership to repair pre-collision sensor issue and air leak caused by improper hose connecting to engine (per repair technician ****)8/21 Check engine indicator warning light reappeared but service manager, ********************* refuses to have my vehicle inspected in a reasonable timeframe.An email was sent to ********************* regarding damage to vehicle near rear tires where lifts were used to raise my vehicle. I asked for someone to view the video, but *** has not responded to my request (photos were also submitted).I am requesting Columbiana Ford to repair the damage sustained while my vehicle was in their care and also diagnose/repair the issue(s) associated with the reoccurring check engine indicator warning light. I have been a loyal customer for numerous years and have extremely patient during the 53 days my vehicle has been in their care - and yet the issue still remains.I have attached copies of my service reports, vehicle damage and emails relating to my requests.Thank you,***************************** ************

  Business Response

  Date: 08/26/2024

  Columbiana Ford is currently working with this client to get their vehicle into our shop to determine what exactly needs to be done.  Please contact us with any additional questions.

• Initial Complaint

  Date:11/21/2023

  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.

  My whole problem started when my fiance and I traded in a 2017 mustang gt with 30k miles on it. We traded it in on what was then my dream truck we bought a 2023 white tremor f150 . The whole process was very enjoyable. Then after one day of ownership I started receiving emails about the registration for the mustang not understanding why I tried to talk to the dealership. Then the company I had the mustang financed through reversed the payoff and said the dealership never paid it off. It gets worse!!! It has become a nightmare. When we went to purchase our license plates we were told the total would be ******** because the dealership never added taxes in the deal !!! Then we were told by *** who is the general manager that he would take care of it. He didn't infact he told me thanks for being so kind and understanding and then he never would speak to me again. *** the general manager had promised a refund check the next day. Because they had made a mistake . And with a wedding coming ** in one month we did not have the extra 4k dollars for this . I am beyond frustrated and would like a resolution. In my opinion this is a horrible way to do business.

  Business Response

  Date: 11/29/2023

  To Whom it May Concern,
  Columbiana Ford sold a **** F-150 on August 19, 2023 to ************. ************
  brought to our attention when he went to the ********************** DMV to register the vehicle that he was
  told ************* state taxes where not paid. Typically, state taxes are included in the financing but in
  ************** case they were not. Since the dealership did not include the taxes in the financing, they
  become the responsibility of the customer. ************ did call our dealership and did speak with myself and
  was instructed if any tax reimbursement were to occur it would be up to the **********************.
  (See Attached. The ********************** denied any reimbursement)

  
  **************** Trade (2017 **** Mustang) was paid off August 30, 2023. (See Attached).
  If you need any further clarification, please do not hesitate to contact me.
  
  Sincerely,
  ***********************
  General Manager
  Columbiana Ford
  ************
  **************************

• Initial Complaint

  Date:10/28/2022

  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.

  Have been vehicle shopping, i saw on their website at www.columbianaford.com that they had a 2019 **** Escape for $20,972 and i inquired about it and did the financing information to purchase. The person that had replied back to me via text message stated that the price must have been a typo, i sent him screenshot of it online and he continued with it must been a typo. That is false advertisement. He stated that it was supposed to say $29,972. I would like to have just finished purchasing the vehicle for the price that was listed, and not $9,000 more than what they had it listed for sale. That is false advertisement within the business, and is not right for me as a consumer to be charged more than what it was listed for.

  Business Response

  Date: 10/28/2022

  Although every reasonable effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed.  This site and all information and materials appearing on it, are presented to the user "as is" without warranty of any kind, either express or implied.  All vehicles are subject to prior sale.  Price does not include applicable tax, title, doc fee of $34 and license charges.  This is the disclosure on the website.  We try to make sure every piece of information on site is correct but a mistake happens from time to time.  All information must be verified by sales manager on final price of any vehicle.  Thanks.

   

  *****************

  COO

  Columbiana Ford