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:06/24/2025

  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.

  Purchased a **** **** ******** on 12/4/24. I had repeated issues with the vehicle, with it leaving me stranded. I decided to trade in the vehicle in May of 2025 due to the frequency of issues with the vehicle. I immediately contacted Tyler B******* in the Cronin Ford finance department to find out what I needed to do to cancel my GAP insurance that I purchased with him when I originally purchased the vehicle. It took several attempts to get ahold of him, but I finally did and he stated that I needed to wait until I received the “paid in full” letter from the bank that I financed the ******** with and once I had that, to come to the dealer with that letter so I could sign a document to cancel my GAP.
  
  I brought my two year old twins to the dealership (45 minutes from my home) with that letter to cancel my GAP. Once I arrived, Tyler proceeded to tell me that he “thinks” that the bank automatically issues the GAP refund. The paid in full letter states that I need to obtain the GAP refund from the dealer. Nonetheless, I left with my twins.
  A couple of weeks later after waiting, I contacted the bank that I financed my vehicle with and they stated that they had not received any sort of GAP refund from Cronin Ford and advised me to reach back out to them.
  I have called Tyler 5 times and left several messaged and voicemails and he refuses to call me back or give me any sort of update. Please help!

  

  Business Response

  Date: 06/25/2025

  **** ******, thank you for your feedback. We
  understand your frustration and sincerely apologize for the inconvenience
  you've experienced.
  
  Your GAP refund has been processed and the check
  is scheduled to be mailed on June 27, 2025. There is no need to return to the
  dealership — for any future document needs, we’re happy to accept submissions
  via email or text to our direct desk line for your convenience.
  
  In GAP cancellations, we are required to confirm
  whether the refund will be issued by the lender or the dealership. This can
  vary case by case and sometimes leads to confusion or delays, which we regret.
  We’ve taken steps internally to ensure clearer communication moving forward.
  
  We appreciate your patience and the opportunity
  to make this right. If you need anything further, please reach out to our
  management team directly at ###-###-####.
  
  Sincerely,
  Cronin Ford Management Team
  

  Customer Answer

  Date: 06/25/2025

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:02/09/2025

  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.

  damaged oil pan, loose oil filter, called the office, rude service

  

  Business Response

  Date: 02/10/2025

  ** ****,  Our *** Service Manager has reached out to schedule a inspection and repair.  Here is his info.   Josh H****** ************************.  Direct: ###-###-#### 

• Initial Complaint

  Date:10/08/2024

  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.

  I bought a used **** **** in April with 53k miles. Within a month I discovered the Sync system was missing functionality and occassionally went blank. I dropped it off for repairs on 7/25/2024. They have been trying to fix the issue for 70+ days. My service advisor said they have worked with Ford but they cant get some codes to clear.

  

  Business Response

  Date: 10/08/2024

  *** *******,

  We are working with Ford tech hotline to resolve the computer issue on your Radio/Sync system.  We would like nothing more to have you back in your truck and our loaner back for other customer.  The ask for a refund over a radio/Sync on a used purchase is not on the table.  

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The amount of time it is taking to make the repairs are unacceptable as we are approaching the 3 month mark. I have received numerous excuses by the dealership including " we had to update the techs computer" and " we had to get a new tool" and many times I didnt even get a response when I asked for an update. I did speak with the service manager who had no information about my vehicles issue and asked more questions than provided answers.

  When the dealer states that it is "only a Sync/radio issue" it is a true reflection of how little they care about their customer and the fact the vehicle I purchased from them is defective and I am stuck waiting on them to finish the repair.

  I do not feel the dealership is prioritizing the repair of my vehicle, in fact when I was at the dealership the other day my vehicle was sitting across the street in the used car lot wedged between two other vehicles.
  
  
  Regards,
  
  
  
  **** *******
  
  

  

  Business Response

  Date: 10/12/2024

  Once Cronin Ford is instructed from Ford Tech line on how to move forward we will notify the customer. 

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  No Cronin Ford has not resolved the issue.

  They have  had my vehicle for 81 continous days with no resolution in sight. The dealership continuues to minimize the issue blaming Ford engineering but I am still without my vehicle.

  I need my truck for my livelihood and it should not take 81+ days to fix an issue. 

     
  
  
  Regards,
  
  
  
  **** *******
  
  

  

  Business Response

  Date: 10/26/2024

  Units was repaired after back order parts arrived.  Customer took deliver on Friday Oct 25

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I picked up the vehicle on 10/25/24 but after testing the functionality on 10/28/2024 the vehicle is still not working correctly along with new errors when connecting a trailer.  I plan on informing the dealership on 10/29/2024.

  
  
  
  Regards,
  
  
  
  **** *******
  
  

  

  Business Response

  Date: 11/14/2024

  We are waiting for a response from Ford Tech Line.  No ETA  

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  As stated in the business response, they still have my vehicle for repairs and cannot provide an ETA for resolution. 
  
  
  
  
  Regards,
  
  
  
  **** *******
  
  

  Customer Answer

  Date: 11/20/2024

   

  Hi,

  Yes I have filed a complaint with the manufacturer, Case # ***********. I also sent a physical letter to escalate my complaint to FORD corporate as guided by the hotline resource.

   

  

  Business Response

  Date: 11/25/2024

  The customer has completed the purchase of a new F150

  Customer Answer

  Date: 11/26/2024

  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:08/14/2024

  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 purchased a vehicle from Cronin on September 30, 2023 that included a warranty through the dealership. After purchasing we decided to cancel the warranty and refinance for a much lower rate. We have proof of cancellation and I have reached out to Cronin multiple times to get the refund for the warranty plan that was canceled (per my first bank the check was not cash and was returned to Cronin). Cronin has yet to return my money for the warranty. They ignore my emails and will not return calls.

  

  Business Response

  Date: 08/20/2024

  Sorry for the delayed response, but we just received confirmation from ***** ***** **** this afternoon that all cancellation monies have been paid out.  Please see the attached email from the Product Cancellation department.  The customer received and cashed a check for $5449.11 last November.  The remainder was utilized in paying off the balance and interest owed from when the customer re-financed the loan.

• Initial Complaint

  Date:02/29/2024

  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 bought a now own a 2*** **** ***** from Cronin Ford. There was a recall on the transmission/clutch that was replaced by Cronin Ford when the vehicle had roughly 70,000 miles on it due to the car shuttering on take off which was the complaint of many others hence why they issued a recall for a faulty transmission/clutch. But now just over 30,000 miles on this transmission/clutch it is experiencing the same symptoms and Cronin Ford and Ford Motor Company are saying there is nothing they can do to assist with what they know is a faulty product (transmission/clutch), stating they only put a 12 month warranty on the faulty transmission/clutch that they replaced. It is bad business to operate in this manner knowing the product will more than likely last at least the 12 months without symptoms. They are wanting to charge $3000.00 to have this repair complete which should be covered by one of the entities since this was a recalled product even if replaced once because nothing was changed on the faulty transmission/clutch.

  

  Business Response

  Date: 02/29/2024

  ** *****,

  Cronin Ford warranties all service work for 12month 12,000.  We understand this not the answer you are looking for.  We also understand that there is a know issue with Focus Transmissions this is public knowledge.  We can offer to help trade you out of the current car into another unit or help with the repair.  

   

  Thanks

   

• Initial Complaint

  Date:04/27/2023

  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.

  A faulty defect of the *** ********* model design is not having a mesh front covering on the grill to protect the A/C condenser. It is a well known issue among ********* owners. My vehicle is a 2021 ********* with 25k miles on it. I am being hit with a $1900 repair bill for a brand new A/C condenser because small rock or some road debris has completely ruined mine. This repair is not covered under warranty and it should be. I should not be responsible to cover this cost because of faulty design flaws from ***. Just 3 weeks ago my engine also had to be repaired which luckily was covered under warranty. It's amazing to me that within 2 years of owning this *** vehicle such large repairs are needed. One of the main reasons I decided to purchase a *** vehicle was because of the amazing warranty, or at least what I thought was amazing. I would like to have my repair costs reimbursed and any future issues of the same problem covered under warranty. I will shout to the roof tops until my complaint is heard and resolved. Do better ***!

  Customer Answer

  Date: 04/28/2023

  This matter has been resolved. Thank you.

• Initial Complaint

  Date:03/02/2023

  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.

  Brought my vehicle in for normal routine oil service maintenance, early winter 2022, Quiklane (Cronin affiliate). Noticed short time, right afterwards that the car became a bit sluggish, check-engine light came on. Returned the vehicle back to same service dept. Was notified at the time, that O2 sensor was to be replaced ($400+). Soon after the replacement, the vehicle started to have strange electrical & mechanical issues. Once again returned the vehicle same place. Was told now that vehicle needed extensive repairs ($2k+). Work was declined at this time. Returned vehicle to Cronin Ford service center February 6,. Was initially notified that service work required was near, again $2k+. I authorized work at this time, it was not completed for 10days.
  SPECIAL NOTE: You don't speak to anyone, its all by text. Was notified via text 2/15 that vehicle was ready. At that time I requested a detailed copy of the service invoice. Was notified by text that detailed copies are only provided at time of payment.
  2/16 Paid the due charges, picked up the vehicle, drove away from facility a few miles, and soon discovered nothing was worked. Went back to the service counter, within minutes to voice concerns, which at that time the service rep clearly stated "If I had a better attituded, i would have had received better service". No apology, that was his response.
  SInce this time 2/16 - 3/2, this establishment has reached out with an update only twice by text, which I had to initiate. At this point my vehicle still sits at Cronin Ford, no work completed. My credit card has been billed $2k+. I'm left with no vehicle or transportation. I've reached out to the service manager several times within the last 10days+. Keep receiving the same message, service manager is very busy will get back with you on next day.
  IN SUMMARY: This vehicle has been at this location for 4wks & counting, credit card billed $2k+, no repairs, no callback, little updates from anyone.

  

  Business Response

  Date: 03/10/2023

  Our service team has reached out and made the repairs.

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:11/29/2022

  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.

  Bought a **** *** ****** 11/9/2022 as is and found out 11/28/2022 that it has a blown engine. Dealer refuses to fix it because I bought it as is and didn't purchase extended warranty. Upon speaking with manager Tyler he stated he had already reviewed the tape were i refused extra coverage before ever calling me back and was very rude and sarcastic about the entire issue.
  I have only had the car for less than 20 days and engine is bad.... guessing they knew there was a problem prior to selling it to us.

  

  Business Response

  Date: 11/30/2022

  We have reached out to the customer and she has an appointment with our *** service department to determine if *** Motor Company can assist her with the costs of these repairs.  The vehicle is getting towed in and the customer seems satisfied that we are doing all we can to help.