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:06/14/2025

  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.

  On June 13, 2025, I received a written buyer’s order from Spitzer Ford of Cuyahoga Falls showing an out-the-door price of $36,000 for a 2025 Ford Explorer. I clearly stated that I would be putting $10,000 down and trading in my 2013 Ford Escape, expecting to finance the balance — based on that total out-the-door cost.
  
  When I arrived at the dealership, I was informed that $36,000 was not the out-the-door price as shown, but rather the amount due after my down payment — effectively raising the real price to $46,000. This was never disclosed beforehand and directly contradicts both the written buyer’s order and the text messages I received from the salesperson, ****** ******.
  
  When I questioned the pricing discrepancy, I was met with sarcasm and dismissiveness. ****** ****** said, “You thought you were going to get a $51,000 car for $36,000?” This tone, on top of the pricing bait-and-switch, was both disrespectful and unprofessional.
  
  Worse still, despite clearly stating that I already had Ford Credit financing approved, the dealership ran my credit three separate times — without my informed consent — impacting my credit score unnecessarily. There was no reason to run it at all, as I had communicated that financing was already in place.
  
  This experience felt like a classic bait-and-switch scenario, paired with aggressive and misleading sales tactics.

  Business Response

  Date: 06/23/2025

  this transaction was started over the internet.  This customer initially started her interaction with our on line chat tool with our computer ai person Amy Ingram.    The vehicle was advertised on line for $51,315.00.  In the complaint the customer states we false advertised.  We did not false advertise.  She offered a different amount than what it was advertised for.  We did not switch the price.  She gave us an offer of what she wanted to pay for the vehicle.  If you look at the the paper work she provided, my sales person and my sales manager both sent her proposals in writing of what we were agreeing to sell vehicle for and give her for her trade.  There seems to be confusion about the offer agreed upon.  Both quotes we gave her amounted to $36,000.01 to finance including our discount,  her trade in, and her down payment.  She also did an on line application for financing.  She states  she wanted financing through ford.  since she applied on line, which is indirect financing,  we do pull credit for security reasons and submit to lender for approval.  We discounted the vehicle $3,824.00 from msrp.  her complaint  says her offer was $35,000.00 before any down payment of trade in.   If you look at the texts she provided between her and amy ingram that is not what her offer read.  Her statement of $35,000.00 total before any down payment or trade in means we would have had to discount the vehicle another $15,846.00 to achieve this amount.  This is just not possible and we did not agree to that in either  of the 2  proposals we sent to her.  I also emailed her twice to listen to her complaint and offer explanation of how we arrived at our numbers.  I did not get a response back.  We feel there was some miscommunication and it was not our intent to misrepresent,  which once again, is why we sent two proposals for clarification and for her approval.  

• Initial Complaint

  Date:05/31/2025

  Type:Product 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.

  Bought a 2020 Ford Explorer in March.
  Still have not received the memorandum title.
  My current registration expired in April.
  I'm driving on expired tags.
  I contacted them once and was told it just takes time

  Business Response

  Date: 06/07/2025

  We received the memo title very recently.  Our finance  manager   contacted ***********  to determine how they would like to receive it.  *********** requested  it be sent to  in the mail.  The memo title was sent to them in mail on june 3rd. We appreciate ************ patience and do apologize for the delay.  

  Customer Answer

  Date: 06/09/2025

  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.

• Initial Complaint

  Date:04/01/2025

  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.

  Purchased 2022 Ford Bronco in December 2024. On February 16, 2025 I got an email saying there was a recall with a serious safety issue that would be corrected at no cost. The car has the auto start feature which is supposed to stop the car at red lights, stop signs, etc and resume operation when you let off the brake. It worked fine until recently. Now nothing happens until you mash the accelerator after letting off the brake. Car sits there dead. That’s exactly the issue described in the recall. Now they want me to pay to have it fixed and then seek reimbursement. Is that even legal to tell someone a repair is free under those circumstances? I don’t care to fix the car because it’s unsafe but why would you try to lure people in like that? I’m pretty sure that is defined as bait-and-switch.

  Business Response

  Date: 04/10/2025

  To whom it may concern
  Yes, the concern stated by Mr. ****** may be similar or related to recall ***** but since it is still an "advanced notice" from Ford Motor Co, we have limited info to go on. Only what is stated in the letter sent to the owners is known at this time. Since we had limited information as the root cause of the concern leading to this recall, we can help assist the customer with his issue and communicate back and forth with him and Ford but without knowing if Ford will assist at this point the customer may in fact have to pay to correct his stated concern with the vehicle. If/when a remedy is available from Ford he can seek reimbursement through that recall (*****) if failed part is part of the that.  
  
  
  Alternatively, if he wants to bring us the vehicle so we can perform diagnostics on it and once root cause is determined we can reach out to Ford's special support team to see if they will assist with repairs until permanent repair is available. Again, if they decline customer will be responsible for all charges related to vehicle since it is out of base warranty aka 3 year/36,000 miles.
  
  
  Hope this adds some clarity to the situation. Attached you will find a copy of the owner letter for advanced notice *****
  
  

  Customer Answer

  Date: 04/10/2025

   I am rejecting this response because: the email states in the opening sentence and no fewer than two times that this is a free repair. Furthermore they sold me an extended warranty and the car only has 40,000 miles. They describe it as a safety concern which is obviously no concern to them.
  
  
  
  

  Business Response

  Date: 04/11/2025

  At this time customer needs to contact Ford Motor Company and start a customer relation case to see if his concern related to this recall, he can do so at **************. If Ford warrants and investigation based on the open recall ***** they can coordinate the investigation here with us through Ford. 

  Customer Answer

  Date: 04/11/2025

   I am rejecting this response because: everyone seems oblivious to the misrepresentation of sending someone an email saying to schedule your free repair that’s not that at all.

  You also sold us an extended warranty that I’m guessing will not cover this repair either. 

   

  
  

• Initial Complaint

  Date:01/15/2025

  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.

  I purchased a brand new truck off the showroom of this dealership. Just as I hit ***** mi I started having dead battery issues (4 new ones) and it was determined it was a result of water entering the cab of the truck. I the 2 months that *** owned this vehicle, I have made 2 payments and also invested over $2000 dollars in the truck for a spray in bed liner, tonneau cover and wheel well inserts. When I updated the sales manager from this dealership about the water that was found inside my truck which killed the main fuse block, and that the water was enough that it had to be shop vacuumed out, he asked me if I had a flood where I lived. I responded no, and told him I live within 35 miles of the dealership. He then asked me if I drove my truck into the lake - which I responded are you kidding me? He then asked me if I had taken the truck through a car wash then he quickly realized how stupid the question was by saying, oh that wouldnt matter!! I really do not appreciate his insinuation that I would intentionally damage my brand new vehicle. As a long time **** customer I am beyond appalled that **** would allow for such behavior at one of their dealerships.

  Business Response

  Date: 01/16/2025

  Good afternoon.  We have reached out to the consumer and apologized for the comment he received from the manager.  The matter will be discussed and handled with the employee.    The issue he is dealing with is a **** quality concern.  We are reaching out on his behalf to **** on his behalf to get assistance for the problem and his inconvenience.  please feel free to reach out with any questions or concerns on this matter.  thank you,  Rob 

  Customer Answer

  Date: 01/19/2025

   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.

  The dealership manager called me and apologized for the actions of his employee. He also reached out to ****************** and said he will be sending an additional 5 year ****** mile **** Platinum warranty for my truck to assist with any future issues from the large amount of water that entered my truck cab.

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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.

  So I purchased my Yukon XL 2016 from this dealership in the beginning of August. As of today, I still have no plates or registration. Also, my temporary plate has expired and they tried to issue me a second temporary plate, but the state of Michigan told me that was a federal crime. Now, my temporary plate is expired and I was told by police if I am caught driving it, it will be impounded and I will receive a hefty ticket that I will have to pay. In the beginning when I first bought this vehicle, then it broke down, but I had purchased a full warranty with this truck so I thought I was covered, but the warranty company informed me that they had never heard of me. Then two weeks later, it broke down again the warranty company said again they had never heard of me . Come to find out that the dealership had never submitted paperwork on my vehicle then I spoke with them today and they informed me that they were going to mail me another temporary plate. I let them know that in the state of Michigan that is illegal and they cannot do that so he said he’s going to mail me a dealer plate until he can get my actual title and plate even though it has been almost 2 months since I purchased the vehicle . This past weekend someone on the freeway crashed into me so now I have damages to the vehicle and I have no plates and no registration so my insurance is stating that I wait till I have that to file the claim with my insurance. Everything has gone wrong and now the state of Michigan and Ohio attorney office is telling me to call an attorney that this is bad .

• Initial Complaint

  Date:07/05/2024

  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.

  Dealer is delinquent in submitting rebate to the company.

  Business Response

  Date: 07/15/2024

  good morning.  We did have some changes in employees since January.  We are aware the customer states she supplied us with   the upfit paperwork needed to claim for the rebate.  We are not able to locate this document needed to submit for the rebate in question.   She was in last week and spoke to the sales manager ***********************.  He is very familiar with the program in question.  She can either drop off the upfit form or email myself at *********************************** or *********************** at ******************************** and we will make sure this is taken care of for her quickly. thank you 

• Initial Complaint

  Date:04/03/2024

  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.

  We purchased a used car there Summer of 2023. The sales rep we worked with was outstanding - very kind and helpful. However, the day after getting the car home, the rear brakes started burning. I told them, and they said they would fix it. I brought the car in, and the smoking stopped, but noticed they did not make ANY changes to the rear brakes, except to pry them open ("they were to tight" I was told). Car worked ok for about 2-mos and then started randomly seizing while driving. When I took the car in for another (trusted and respected) objective opinion, they showed me the brakes. The rotors were burned and the back-side was destroyed because the rear pads where completely gone! There was no way that those brakes were properly inspected - they were GONE. Had to replace the rotors, the calipers and put actual brake pads on. Of course Spitzer never responded to my attempts to make this right. The part that angers me the most, is this is a car for my teenage daughter (her first car), and Spitzer sold us an unsafe vehicle putting her life in danger. She was almost rear-ended twice, because the car would just seize while driving since the brakes were on metal. I find it appalling they would sell an unsafe vehicle just to make the sale. We will never be returning to this unsafe dealership that clearly only cares about selling cars, not about selling SAFE cars and supporting the customer. We'll stay with ********.

  Business Response

  Date: 04/23/2024

  [[BBB transcription via email]]

   

  Since **** purchased the vehicle on 5/26/2023 we have only seem him twice in the service department. First time was for airbag light being on with no documentation of or mention of a brake concern on repair order ***** from 6/30/2023. Second time on 7/13/2023 repair order ****** he did have a concern for a smell from the rear brakes and getting hot to the touch. Looks like we did replace a failed right rear caliper, test drove and released the vehicle back to the customer. He has not returned to the dealership so if there was any additional concerns with the brake system we were not made aware and were not given a chance to remedy these issues.

  Customer Answer

  Date: 04/24/2024

   I am rejecting this response because: I contacted the dealership on 3/26/24 and was told the issue would be escalated to the management staff (I have the email) immediately and I could expect a response in the next few days, a week went by and I never heard back from management (and still haven't). In that communication, I expressed that if I did not hear a response from Spitzer management, I would be escalating to the BBB - this is why I did. Also, the mechanic that actually fixed the rear brakes (not Spitzer, since I didn't trust their original "fix") showed me both calipers, and neither had not been replaced with a new caliper. They looked the same, both salt-corroded and in very poor shape (cracked). Contrast that to the front brakes, which Spitzer did change the calipers, and those still look new and fine. The rear caliper was not replaced, unless by replaced you mean removed and re-added. The reason I did not call Spitzer to repair it was because they clearly did not properly address the issue to begin with, but I feel they should be responsible for the replacement since it what's should have been done in the beginning to sell a safe vehicle.
  
  
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  I bought a 2020 Ford explorer in 9/22 and has had issues electrical issues every since. I have returned to the dealership at least 5 times for the same issue as I have video of my shift fault light coming on. I also had a recent accident where as the emergency brakes engaged and would not disengage and my wife and were stuck at gas station for 20 minutes.

  Customer Answer

  Date: 03/11/2024

  Yes ! I have the factory warranty, you can verify with al spritzer or I can get you the information. Thanks 

  Customer Answer

  Date: 03/12/2024

  I bought a extended warranty also there was still a factory warranty. Thanks 

• Initial Complaint

  Date:12/13/2023

  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.

  I had a broken leg and was going to therapy. I'm 66 years old and was in a lot of pain. I saw this truck advertised so my wife drove me to Al Spitzer Ford and I just want to buy a truck. But no. I want to trade in my 2014 BMW worth about $15,000.00 + and they offered me $6,000.00. We agreed on $10,000.00. BUT when they wrote it up they changed it back to $6000.00. I was in so much pain. So after a while they changed it back to $10,000.00 and then jacked the interest rate way up and made the payments to high. Then they said the bank wants the Extended Warranty. So if you take the Extended Warranty We'll lower the interest rate to lower Payment about $30.00 per month. What a SCAM. Hours there in pain I gave in & $4500.00 more on the warranty I'm done except they wouldn't give me any information on the warranty or let me see the contract of any of it. They gave me all on a flash drive so I didn’t know what they did for another week on a computer. I have a $500.00 Clam with $100.00 deductible and they would not pay any of it. I called Spitzer Ford about 15 time and no one would help me. So I stopped. A few months latter I drive to ********* ***** ******** and the engine stops. Take it to **** ***** Ford and it took 6 or 7 days and came to $3405.72. **** **** summited the claim and they paid $157.09 for a water pump & $307.71 for labor. They didn’t cover any of the other parts or labor. Or the rental car fee that they suppose too. (556.23) The warranty says it covers it and it should be $100.00 deductible. That’s all it should cost me is $100.00. They are a fraud and a scam. They should be charged with criminal charges. Hope so one will stand up to them and shut them down!

• Initial Complaint

  Date:08/06/2023

  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 21st, 2023 I bought a 2015 Lincoln MKC with 82,000 miles on this vehicle. I took the vehicle on a test drive with a salesman named **** who completed my purchase. During the ride, we had the radio low and everything else about the vehicle sounded ok. After signing my paperwork and making the deal, I was ready to take it home, but before I left, I noticed the radio went to the front driver side speaker in a pip squeak tone. I asked **** to come over and help me see what this is, and he said “Just turn the volume up, it seems to go to all speakers after that.” It is technology so sometimes things glitch, but then after I drove off the lot and on my way I noticed this radio had something wrong with it. So, I went home and called to complain about it. They let me take into their service department on 07/27/2023 and I have included my service receipt for reference. I believe the dealer(s) knew about this issue and did not want me to test the radio and that is why we drove it on low. The dealer has said their vehicles go through inspection, but, why would you not fix an issue like this when this is included on the features of the vehicle? As is or not! There are a couple more issues with the vehicle that I can deal with at a later time, even though they should be liable to fix it all, like the back up camera not working in the mornings and the rain sense wipers not working at all. I believe they want the “Cheap fix” and went the backup camera route because it probably is a lot cheaper and then stick me with the $700 bill! I told the dealer when I was there at service that I would rather have the radio fixed more than anything! Which leads me to believe they knew they were selling me a “Lemon.” I would like to add more but I do not have many characters remaining…