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:04/14/2025

  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.

  Back during the first week of March, my **** **** ****** began experiencing some computer issues and the engine was making a loud whining noise. Had some auto minded buddies give the car a look and they suggested the EVS system was near critical and get the car to dealership ASAP. Made appointment with Lebanon Ford, dropped car off. Next day received phone call that issue was related to a hybrid component failure that led to transmission damage. Was told they were backed up about two weeks on transmission repair, but I was next. Loaner car give and returned at end of 25 day contract. Noticed on two visits my car has not moved in lot at all. Vague answers from service department as to what is really going on. Say they might have certified hybrid tech out this week to complete "Diagnosis". This was supposed to have already been done. Communications, exact details, and schedule remain vague or unanswered on Dealer's end. Would like Dealer to be open with customer about entire situation, especially car's condition and repair. Service Rep. Dalton S********** has been non existent in process. We are at a month's time since this all began. Would like car repaired properly (which Ford has agreed to do) and/or move on to trustworthy dealer and working auto.

  Business Response

  Date: 04/15/2025

  
  On Saturday, March 8th, *** ****** dropped off his vehicle and took a rental car. He had scheduled an appointment for diagnostic work on March 10th. Following the technician's initial assessment, it was determined that the vehicle required inspection by a specialized Hybrid/Transmission technician, which we were unfortunately unable to accommodate immediately due to scheduling commitments.

  
  After a few days in the rental, *** ****** returned the car for further evaluation. Upon inspection, our technician confirmed that the vehicle indeed needs a transmission replacement. We have promptly ordered the necessary transmission, which is expected to arrive later this week.

  
  Once the transmission arrives, it will be prioritized for attention by our Hybrid technician. We have also informed *** ****** that he is welcome to continue using the rental car until his vehicle is fully repaired.
  Our Service Manager left a voicemail for *** ****** on April 15, 2025, at around 3:45 PM to update him on the status of his vehicle and confirm that the transmission has been ordered and is awaiting delivery.

  
  We appreciate *** ******** patience and understanding during this process, and we are committed to providing him with excellent service.
  Thank you for your attention to this matter.

   

  Niko M********

  General Manager

  Lebanon Ford

• Initial Complaint

  Date:09/10/2024

  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 2022 F-350 from Lebanon Ford in Lebanon, **** as a new vehicle. The adaptive cruise control does not work correctly. The vehicle has been in the service department for months to repair the cruise control since I purchased the truck. The most recent time in the service department was three months in duration. I paid for a new vehicle that works and I have not received the functioning vehicle I paid for. Lebanon Ford accepted my money but has failed to deliver the vehicle promised. Deliver a working vehicle or refund my money.

  Business Response

  Date: 09/20/2024

  Mr. **** has been in multiple times for issues regarding his 2022 F-350. Please refer to ROs **********************************. He is also scheduled for another service next week. Lebanon Ford has performed multiple repairs on this vehicle and is actively working with Mr. **** and Ford Motor Company to address the concerns with the vehicle. 

  Business Response

  Date: 09/24/2024

  Repair orders requested are attached. 

• Initial Complaint

  Date:07/26/2024

  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 Ford Mach 1 Mustang at Lebanon ford in 2022. I recently contacted Ford Motor company to see if we could refinance. We, my husband and i , was told it was hard to sale or refinance a vehicle that’s been damaged/wrecked. We were shocked to say the least. We were never made aware before purchase that the vehicle had been wrecked. Lebanon Ford sold us this vehicle as a new Mustang off the lot and NEVER made us aware of the damage.. they knew it and had the car repaired at Kings Auto mall in kings mills Ohio. I paid full sticker price and put 12,000.00 down on a car that i thought had never been damaged or wrecked. Anytime a vehicle is sold, the seller must make all information about the purchase of the vehicle to the buyer. THEY DID NOT . Ford Motor Company has suggested we retain an attorney. Any contract signed for purchase and all information that is not disclosed about the purchase is a null and void contract. I would have never paid that much for a wrecked or damaged vehicle or even purchased it. This needs to be resolved. Lebanon Ford has truly sickened me by these actions and this needs to be addressed.

  Business Response

  Date: 07/30/2024

  Ms. ********* vehicle had a small scratch and dent on the left quarter panel that was repaired during pre-delivery service.

  Her car WAS NOT wrecked, the repair was strictly cosmetic, and part of the pre-delivery process.

  Interesting...her car was wrecked on/or about September 28, 2023 ....while she owned it.

  Customer Answer

  Date: 08/07/2024

  We have not resolved this issue with Lebanon ford. 

• Initial Complaint

  Date:05/30/2024

  Type:Billing 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 **** ******* ** from Lebanon Ford this past March. We agreed to a price of $49,000 plus normal taxes and title fees. When I signed the paperwork I did not catch that they had the selling price at $49,820. They also charged taxes of $53.30. I am looking for a refund of $873.30. I have contacted Jason S************ who was the gentlemen handling the financing at the dealership. I have attached my email correspondence with Jason. Two separate email chains outlining our conversations. He states that they did over charge me for the car and would return the money. It first started as they would be sending me a check. That did not happen. They the story changed to they would send the check to the bank. Which I said was okay. Now Jason has stopped responding to me at all. They have taken what was a very good experience to a bad experience.
  
  Let me know if you have any questions.
  
  Thanks,
  
  ******* ****

  Business Response

  Date: 05/30/2024

  *** ****, 

  My sincerest apologies that Jason was not communicating with you about the status of your refund. He was out for a week for personal matters with limited access to his email. I was made aware of this situation. I sent a check request to our corporate office on 5/16/24 for $1,067.50 for the overcharge to be sent to the lender. The check was mailed to the lender on 5/20/24. We checked today and the check has not been cashed yet. You may want to give ********** a call to see when they will cash the check and apply it to your account. 

  Respectfully,

  Niko M********

  General Manager

  Lebanon Ford

  Customer Answer

  Date: 06/01/2024

  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:04/11/2024

  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 bought a **** **** in September 2020. The dealer said they could put a hitch and modified the car after that the tailgate started to come down on my head/neck and my back problems started in November of 2020 I have been in and out of doctors ever since. The car has also been back to ford service several times for the same issue’s. Gear grinding/ antifreeze leaking into exhaust. And also tailgate coming down on head.

  Business Response

  Date: 04/11/2024

  Attached are the service records for *** ******* car. The only complaint about the tailgate was on October 8, 2021.

  If that problem currently exists *** ***** should take the car to the dealership.

  Business Response

  Date: 05/06/2024

  The service history of this vehicle is attached.

  There was only visit for the tailgate complaint...October 8, 2021!

• Initial Complaint

  Date:08/27/2023

  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.

  Apr. 26 I took my **** ******** ********** ** on a **** ***** cut-away chassis to Lebanon Ford because the dome/courtesy light and climate control panel lights were not working. I paid $199.00 in cash, on Invoice #****** with a promised date of 1700, Apr. 26. The Fleet Service Mgr. called me late Friday, Apr. 28 but I could not make it before closing. Talked to Service Mgr. Saturday on the phone from his home, and he told me climate panel was fixed and dome light still not working because it is an after-market add-on. He couldn't explain why it worked for the past 7 years.
  May 1st I met with both mgrs and they explained that ****** ***** had altered the Smart Junction Box when they installed the dome light, but couldn't explain why it worked previously. I paid the bill for $1346.80 figuring that I would be able to locate a replacement dome assembly and fix it myself, but when they brought the RV out for me to leave, I rejected it because of the football size bundle of wires hanging above the pedals below the dash. I got the RV back on May 11 Invoice #******, after they had replaced the dome light assembly with one from e-trailer, and all appeared to be working.
  May 25th the dome light started flashing when ignition key on. Service mgr. cut power lead to allow me to go on a trip and return to shop when I get back. I did some troubleshooting of my own (with the Ford Shop Manual) and determined the SJB was not properly configured and made an appointment to have the SJB re-configured. This is usually a 2-3 hour job.
  Aug. 7th I dropped of RV and did not get it back until Aug. 25th, in exactly the same condition I had left it. During the 18 days they had it, I tried numerous times to contact them and my calls would go to voicemail and no call backs. I also talked to ****** *****, **** ***** *******, and ***** ****, who all agreed the problem was with Lebanon Ford possibly using flawed software from Ford. They had the RV in the shop 33 days for a 2-3 hour job.

  Business Response

  Date: 09/07/2023

  *** ***** dropped his RV off to Lebanon Ford on 4/26/23 stating the dome light and climate control panel light were not working properly. Our technician found two concerns. One - *** ******* RV needed a new smart junction box. Two - A new dome light assembly bulb. *** ***** approved the work and the parts were ordered. First, our technician installed the smart junction box (** ******) total for parts and labor was $1,346.80. Now on to the dome light assembly. After some research, we discovered the dome light assembly needed an entire new assembly and not just a bulb. For our mistake of only thinking the dome light assembly needed a new bulb, we took care of the cost of ordering and installing *** ******* new dome light assembly. He paid $0 for a new dome light assembly for his RV (** ******). After the new dome light assembly was installed, *** ***** came back to the dealership stating the dome light was flashing. Our technician disconnected the power to the light to make it stop flashing. On 8/28/2023, *** ***** returned to the dealership asking us to reprogram his smart junction box for him. Customer tried to fix the flashing light himself but was unsuccessful. We reprogrammed, at no charge to *** *****, the smart junction box. This did not fix the flashing light issue. Since this is an aftermarket part that we are not familiar with, we advised *** ***** to take his RV to an RV dealer who specializes in these types of repairs. 

  We understand and empathize with *** ***** regarding his electrical issue with the dome light. However, we feel that we went above and beyond trying to assist *** *****. We paid for his dome light assembly and the installation as well as reprogramming at no cost to him. 

  Customer Answer

  Date: 09/08/2023

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

  The response from Lebanon Ford contains multiple errors.  First of all they neglected to mention the $200.00 cash payment submitted 4/26 and recorded on INV. # ******.  They neglected to mention I offered to pay the replacement dome light costs, but they refused my offer.  I got a call the RV was fixed and ready to go Fri. 4/28, tried to pick-up Sat. but no one to help me at Dealership, so I went in Mon. 5/01 and was told everything works, but wire bundle was left hanging from dash.  Got RV back 5/11 in working order after 15 days in shop.  05/25 the dome light started flashing, service manager cut power lead and told me to bring RV back in after trip.  8/07 dropped off RV as per service manager's request.  8/25 they delivered RV to my home, with some invoices, and RV was exactly as I had turned it in 18 days earlier.  I made over 2 dozen phone calls during this period that were ignored and left me in the dark as to the status.  I missed 3 trips I had planned while they never did anything until I called on 8/17 and found out they had done nothing yet.  Bottom line is I took it in for 2 issues, they fixed one and could not fix the dome light that had been working for the previous 7 years.  I want $1000.00 refund for what I paid already and $4000.00 for the trips I could not make due to Lebanon Ford's incompetence and indifference to the customer's concern.
  

• Initial Complaint

  Date:02/15/2023

  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.

  I have been receiving emails and mail from ****** ** radio regarding accounts opened in my name on vehicles I do not own.  The accounts were trial accounts and I did not suffer any monetary damage. However, my personal information is being used for fraudulent purposes.
  
  One such account is associated with a **** ****** vehicle, VIN # *****************. The ** radio account was activated by a dealer per my conversation with **.  I purchased the car fax report and the last time the car was serviced was September 2022 at Lebanon Ford in Lebanon Ohio.  I do not live in Ohio.  This time period coincides with when the ****** ** account was opened in my name.  As the account was activated by a dealer, and the activation coincided with the time of service at the dealer, it is logical to conclude that someone at Lebanon Ford is using my information fraudulently to open up ****** ** radio accounts. I contacted Ford Corporate and informed them of the issue as well.  It is not acceptable, nor is it legal, for a dealer to use my credentials to open accounts not authorized by me. They need to be informed of this situation and cease conducting fraudulent activities immediately.  

  Business Response

  Date: 02/27/2023

  We're sorry to hear that your email has been used without your permission. We do not activate ****** ** accounts or trials at the dealership. That is done by the user of the vehicle. It sounds like you already called ****** ** to inform them of this issue. There is nothing we can do on our end since we did not activate the account for the user. 

   

• Initial Complaint

  Date:11/30/2022

  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.

  I traded my 2017 Escape in on a, brand new, 2021 Ford Ranger from Lebanon Ford on March 12, 2022. I had the Z plan, and a $3000 down payment. The original loan was for over $42,000.
  The first almost two weeks that I owned the truck, the dealership had me in a loaner so they could replace the bent front Passenger's door. After I received the vehicle back, the passengers door was still not correct and it took them months to "reopen the claim" to correct the issue. The current scheduled date to take it for repair is Friday, December 3rd.
  
  The dealership put aftermarket suspension on it before it was sold. I have had multiple problems from the suspension. Including rough driving, loud scraping and grinding noises, problems with tires bouncing causing the entire bed of my truck to bounce and much more. I have taken it to the dealership multiple times, so far all they've done is replaced one tire and tell me that they cannot replicate the issues that I have from it daily.
  On Sunday, November 27, my check engine light came on and the "Ford Pass" app stated it was a concern with the evaporative emissions system. Upon taking it to the dealership, I was informed that it was some sort of purge valve that they don't have and have to "try to" order. That it is a strange case that they aren't fully sure how to figure out.
  I am now driving a loaner vehicle for the 3rd time in 9 months. They told me that I should keep the loaner until I'm supposed to take my truck to the body shop to repair the door at which time I will get a different loaner. That they HOPE they can figure out the issue between now and the time that they finish fixing my door.
  
  I have had more problems out of my truck than I have had the ability to properly operate it. I've begged and pleaded, trying to get them to help me replace the vehicle because it was sold to me with all of these problems. All they keep telling me is that I can trade it in on something else, but it'll be like a new sale. No replacement.

  Business Response

  Date: 12/12/2022

  On March 12th 2022 ******* ***** purchased a 2021 Ford Ranger vin number ***************** from Lebanon Ford.  Vehicle had a warranty concern with right front door edge sticking out. On March 16th 2022 the vehicle was repaired at Interstate Ford’s body shop under warranty. It had the following description from Interstate Ford . “VERIFIED CONCERN RIGHT FRONT DOOR WAS STICKING OUT AT THE TOP EDGE ON LIKE NOT SHAPED CORRECTLY NO PHYSICAL DAMAGE APPEARANCE SO NECESSARY T O R R ALL EXTERIOR AND INTERIOR DOOR COMPONENTS OUTSIDE HANDLE MIRROR BELT MOLDING WINDOW RUN CHANNEL AND INTERIOR DOOR TRIM PANEL FIXED THE TOP EDGE OF THE DOOR WHERE IT WAS STICKING OUT AND PRIME RESAND THE PRIMER TO A SMOOTH FINISH REFINISH THE DOOR RECLEAR” 
  On 09/13/2022 the vehicle returned for “TRUCK IS EXTREMELY BOUNCY EVEN WHILE DRIVING DOWN THE HIGHWAY THE LITTLE BUMPSTOPS ARE BLOWN OUT HAS NEVER BEEN OFF ROAD OR TOWED”. At this time the concern was verified. We performed road force balance on all four tires. Pass side found tire was found to be out of spec and was replaced at the cost of Lebanon Ford. The bump stomps where in good condition at that time.  
  On 10/17/2022 Customer stated the “bump stocks are coming apart” inspection found no concerns with bump stops.  But ordered them for customer satisfaction . Customer had not returned for bump stops till now.  
  On 11/28/2022 Customer states “CHECK ENGINE LIGHT IS ON”  verified concern. Performed FDRS Diagnosis , retrieved P04F0 , performed ppt hx1 yes hx3 no hx15 no hx47 no per ppt hx47 new evap ejector . Due to Ford parts catalog ordered two parts.  After diagnosis customer adamant that vehicle using  to much  fuel. So requested to stay in rental car . She informed us at that time had appointment at Interstate Ford Body Shop on Friday 12/2/2022 for door repaired. Lebanon Ford took care of rental bill till 12/01/2022. She was to return vehicle back to Lebanon Ford when repairs completed.   
  
  On 12/07/2022 Customer dropped vehicle to Lebanon Ford. Lebanon Ford put customer back into rental car. Parts have since arrived. Tech is backed up and will be starting repair 12/13/2022. We will reevaluate when repair is complete.  
  Inclusion, customer has had different concerns with vehicle that Ford warranty or Lebanon Ford has paid for.  The customer was given multiple options to exit ownership of vehicle when she was here 11/28/2022. First option Lebanon Ford is willing to give fair market value for the vehicle to purchase or trade in  . Second option would be to start a buy back case with Ford motor company under the lemon law.