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:04/03/2025

  Type:Customer Service 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 February *7, *025, I took my *010 Ford Taurus into Brondes to have a windshield washer fluid pump replaced while I waited. My car is equipped with hand controls. A short time later, I was directed to the office of **** ********, the service manager. He told me that the employee who drove my car into the repair area lost control of it and it plowed into the car in front of it which then pushed into * others. I was told they would find a replacement car for me. Since I need the hand controls, I was not able to use a loaner car. So, i was told that I would be reimbursed for using Uber or if family/friends drove me places they would also be reimbursed. On March *1, I called **** since I hadn't heard anything. He apparently hadn't notified the used car manager to look for one. On March *5, I received a call from **** *********, the used car manager. He asked what I was looking for and was very pleasant. I called him on March 31 to get an update. His demeanor had completely changed. Brondes will not be looking for a car for me. He just gave me some places to look online myself for a car. I had previously gotten an Email with a settlement amount that their insurance company was willing to pay.

  

  Business Response

  Date: 04/03/2025

  The Brondes team is working with Mrs. ****** to resolve the concern. **** ******** has been in contact with customer and advised her that one of our salesmen will be reaching out to her and getting some information about finding a car for her. Also, **** has assured her that Brondes WILL be reimbursing her for using uber and family friends for transportation since she is unable to drive a vehicle without hand controls. In addition to that Brondes will absorb the expense to have the hand controls installed into the purchased vehicle for the customer. Mrs. ****** is also aware that the settlement money she would receive from the total loss of her vehicle will be used to the replacement vehicle. We are very sorry that this has happened but will be getting to a resolution with a vehicle with Mrs. ******. 

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Despite several calls yesterday, no suitable car was found by the end of the day. So far today, I've heard nothing more from Brondes.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 04/07/2025

  We are doing the best that we can. Trying to find a replacement for a *010 Ford Taurus is VERY hard.

  The insurance company has offered a settlement. We are not obligated to find a replacement vehicle. We are trying because we want to please the customer.

• Initial Complaint

  Date:04/01/2025

  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 used vehicle 29 days ago from this dealership. It broke down and needs a new water pump , thermostat and housing assembly and timing belt. I had to have it towed to dealership and they want over $2000 to repair. There is no way a mechanic missed this! They took advantage of me a 76 year old recent widow !

  

  Business Response

  Date: 04/01/2025

  The customer purchased a 2015 car with 160,070 miles on it. Before the sale, we replaced all 4 tires, performed an alignment, and machined all brake rotors. If the water pump was bad at the time it would have failed within days. The car now has 161,000 miles.

  However, as a courtesy to help a customer in need, we would be willing to help out.

  We would do the repair and only collect $1000.00 from the customer.

  This in no way implies any warranty. We have NO WAY of knowing what can happen in the future.

   

   

  
  

  Customer Answer

  Date: 04/01/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/22/2025

  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 car a used vehicle in August 2024. He told me a story that they would never let a vehicle go if had any sort of issues or if it was not safe to be on the road like another auto dealer had done Well come to find out my tires were bad and Ive looked it up and its illegal to sell a vehicle with bad tires to somebody from a dealership so now I have to pay $1000 to get my tires replaced because two of them specifically only are not safe to be on the road. Also, they told me that the keyless entry code to my car would be in the glove box and it is not and I have contacted him about these problems numerous times and I get no response. The other dealer wants to charge me $80 to get my code so I can enter my own vehicle. I have proof that I have contacted the sales person since September, which was pretty close to when I purchased the car and found out about the tires and thought about the keyless entry becausethe code wasnt where he said and Im not spending $80 when they shouldve supplied me with a code as well as with safe tires to be on road when he assured me that my vehicle was perfectly safe and every repair had been done to it that would need to be done I have contacted him. He doesnt respond. I get nothing. I told him that I was gonna try to contact the owner or the Better Business Bureau he still hasnt responded. I think this is bad business practice, especially since he badmouth another dealership for doing this specific thing and then he didit to me. They say that they want to pride themselves in being an honest, good safe dealership and this is not a safe practice. I would likethese things to be done free of charge and reimbursement for tires or they can replace the tires themselves before I take them to get them in whichever they prefer but this is really bad business practice and I just think it should be handled and I need help thank you

  

  Business Response

  Date: 01/22/2025

  Offer to customer:

  We will pick and deliver and give her a loaner vehicle for the day.

  We will get her keyless entry code at no charge to her.

  We will split the cost of 4 new tires with her. 

  **** ******

  General manager

  Brondes Ford Maumee

  Customer Answer

  Date: 01/22/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/05/2024

  Type:Customer Service 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 a vehicle from Brondes **** on 5/30/2024 The salesman *** said the windshield was to be replaced prior to taking the car, This was supposed to happen on 5/31 with vehicle pickup on 6/1 however it did not happen. At that point the salesman told me the auto glass company would be in touch the following week witch did not happen between the 10th and the 20th 5 communications were attempted to find out why no contact had been made only message back was that the company to do the work was on vacation. On 6/20 called the used car Manager **** and told him what was happening he was unapologetic and had a stand off attitude, he did however say they would schedule mobile service. Finally the Auto glass company called and performed the mobile service on 6/26 (had to take half a day off work for this) However was than told the camera would need to be re-calibrated and that is standard procedure and they could not do that via mobile service and the car would have to be brought into the shop and that Brondes should have Known that before scheduling mobile service. Took another half day off work on 7/3 to have the camera re calibrated. Asked the shop in they were on Vacation (as Brondesl told me) they said NO. 1 day of work multiple phone calls texts and conversations to get this done would call ****** however was met with resistance from **** when trying to resolve this before posting reviews giving this a chance for resolution

  

  Business Response

  Date: 07/08/2024

  Unfortunately, we had to rely on an outside vendor to replace the windshield. It took longer than expected. We certainly apologize for the delay and inconvenience.

  The repair is completed at this time. 

  We consider the matter closed.

   

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21936812
  
  I am rejecting this response because:
  I was lied to by the Business.  And treated rudely.       Also. They were not competent. In.   Explanation. Of repair
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/16/2024

  We agreed to pay for a key and a key fob for the customer. We also agreed to pay to get the keyless entry code.

• Initial Complaint

  Date:11/17/2023

  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.

  We sent our Ford F150 to the Body Shop at this dealership in June of 2023. We needed hail damage fixed, a new windshield, a new tonneau cover, and everything involved such as body work and paint. In September we told them we need a car as all our relatives needed their own cars back that we had been borrowing. They did give us a pre paid rental car in that month, and told us we did not have to pay rental.
  It is now past mid November and we still do not have our truck returned to us. Further, we have not received any calls from the dealership about the status of our truck. We call them every week. We still have the insurance check, but really need our truck returned as soon as possible.

  

  Business Response

  Date: 11/20/2023

  The truck is currently being painted and should be complete by November 24th.

  Unfortunately, there was a large hail storm that damaged hundreds of vehicles and has put all body shops behind.

  We certainly have sympathy for the customer and apologize for the long repair process.

  **** ******
  

• Initial Complaint

  Date:07/26/2023

  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 used car on July 3. On July 7, I discovered a bubble in the paint. I called my salesman who told me to talk to the body shop. After I did all that I was told that I was on my own to pay for this repair. I spoke to the department manager and was told the same. I talk to the general manager of the whole dealership and was told the same. When I became irate they accused me of being threatening. I simply want the paint fixed for a car that I just took a $20,000 loan out on. But instead of working with me and fixing the product, they keep telling me there’s nothing they will do and that I am threatening them.
  
  I was also lectured by their finance manager about spending money on Starbucks every day. What their finance manager does not know, is that my partner passed away six years ago, and I had to bear the weight of all the financial obligations me and him entered together. I would love to have a blissful life of buying Starbucks every day instead, I have to grieve my dead boyfriend.
  
  I just want to paint on the hood of my car fixed. That is all I want I would think after taking out a $20,000 loan it would not be a problem.

  

  Business Response

  Date: 07/26/2023

  The customer called me and told me there was a paint defect on the hood of the car.

  She was cursing the entire call. I asked her to bring it in and I would take a look at it myself.

  She told me unless I guaranteed her I would take care of it she was not coming in to see me.

  I told her that I needed to see it before I could determine anything.

  She told me to f off and hung up on me.

  I consider this case closed.

  **** ******
  

  Customer Answer

  Date: 07/28/2023

  Consumer called and left me a voice message stating her dissatisfaction with the company's response, said what they said was all lies.  I tried to call her back, only able to leave a voice message. Waiting for call back.

  Customer Answer

  Date: 07/28/2023

  7/28/2023 (***) cons called me back, was crying and very upset.  Said company won't do anything and she can't believe they won't help her out, as she had a hard enough time being able to buy the car for $20,000 and then to find the paint bubbling days later after paying so much for car is upsetting.  She intends to reject company response, hoping they will change their mind.  I asked her if the car was bought as-is, she said she would send us a copy of sales agreement, she said she does think it was an as-is sale.  

• Initial Complaint

  Date:05/17/2023

  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.

  was originally told by dealer that motor of my 2019 lincoln MKZ needed new head and valves, estimate 5100 dollars my car has 104,000 miles on it i dont feel that i should have to replace all this do to failing manufacturer parts, i have contacts ***** at lincoln concierge (manager) dealer start repairs march 23rd which it was. i have all the emails to show u, the work that was done was not heads and valves but camshafts and motor was put back together 8 weeks later SAME ISSUE car never made it out of the dealer lot. so now i am chipping in 4,000 and lincoln was chipping in 4,000 dealer was another 6k to fix and do the work they should have already done. well i dont have this kinda money and have been without my car for so long delaer and lincoln refuse to escalate my case and refuse to get na FSE involved so i am coming to u hoping u can help (**** is te service rep at brondes working with me)

  

  Business Response

  Date: 05/17/2023

  Mr. *******s' vehicle arrived at Brondes on 3/22/23 after being told that the #5 cylinder was misfiring. We diagnosed the concern and after removing the valve cover we saw that the camshaft had some damage and also the bearing was scored. We replaced the camshaft and bearing and reassembled the vehicle for test drive and recheck. During test drive misfire is still present in the vehicle. Tore down vehicle again and checked repair which is correct. Inspected more and can not see any damage to valvetrain but can see that the cylinder is not holding compression which would mean there is a problem with the valve that can not be seen. Customer has been getting assistance from Lincoln Motor Co. for the original estimate and is aware of the addition repairs that are needed and we are waiting on a response of the outcome. Customer asked to have the dealer get a field service engineer involved in the vehicle concern. We stated to the customer that the field service engineer is only used when there is a technical diagnosis issue, which we do not have. We know what is wrong with the vehicle. The field service engineer would not help in this case. So in conclusion we are waiting on an approval from Lincoln and customer to continue with repairs.

  Customer Answer

  Date: 05/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is only partially accurate, the ORIGINAL estimate was for heads and valves to be replaced(and i have the paperwork/emails to prove it) which was not done. then the cams were replaced but then engine was put back together, and without checking further if something else caused this issue.  now they want to bill me for doing the heads/valves and re-pulling the motor(2nd time)  I've asked for FSE to be involved and they refuse, because could be even more wrong with it, and i'm not sure they even know.  i have been without my car now since march 22nd  no loaner,   and still no timeline of how long it will take.  I don't feel i should have to pay again for them pulling the motor a second time when the heads and valves should have been done the first time.
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 05/18/2023

  The initial estimate was to replace valves in cylinder #5 and send the heads out to have it checked. Upon the removal of the valve cover that is when we saw the damaged cam and follower. At that time we stopped and contacted the customer and Lincoln and explained that the reason the valve was not opening was because of the damaged cam and follower. We proceeded to give the customer and Lincoln a revised estimate to replace camshaft and follower that was approved by customer and Lincoln at that time. We have also been in contact with Lincoln about this repair needed and have discounted repair amount requested by Lincoln.

  Customer Answer

  Date: 05/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i never received a revised estimate.  and the orignal problem is still there after 4,000 is spent and lincoln's 3500.

  at this point a new motor would have been cheaper.   i've talked to other dealers and they would have checked out motor for other issues (original issue)prior to putting it back in.  so i am now without a car going on 8 weeks, and still paying on this car.   i've asked about loaner or some other form and nothing, nada.

  so now the original problem is still there and maybe that will fix it,  who knows how much longer my car will sit there.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/28/2022

  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.

  My car was towed to brondes Lincoln and ford on 11/16/2022 and sat there until friday 11/18/2022 even though I had an appointment on 11/17/2022 they said they didn't do appointments on towed cars because they have to push them, but I said that on the phone I explained to the lady that it was being towed in and she said that was okay. But they said No we don't do appointments for cars that have to be towed in. So, when my car finally got looked at, they said that my engine was getting coolant inside of it making the engine misfire and that it was going to cost 8500 dollars just to get my engine fixed because my warranty wasn't going to fix it because it wasn't a lubricated part causing the misfire. I asked a lot of questions as to how long it takes an engine to get like this and his response was, he didn't really know because I have only had the car for 2 1/2 years which is not long at all, and the car showed no signs at all until the day it stopped working. I asked them were there any recalls or bulletins out about a possible recall on the car's engine and/or coolant and they said no. I know there is something that could be done, and I know they have done a lot but since the warranty company said that it was a manufactures default then I know Ford has to do something about it.

  

  Business Response

  Date: 11/28/2022

  The customer had the vehicle at another repair facility before it was towed to Brondes Ford Lincoln Maumee for the same concern. The vehicle got towed to our dealership at the end of the day on 11/16/2022 just before closing. Our service advisor proceeded to write a repair order the following morning. At that time our service technicians were all busy working on or finishing up vehicles prior to her vehicle coming in. Service advisor called customer also to get approval on diagnosis charge from customer. At that time customer stated that they were not paying for anything on this vehicle and was not approving charges and told us to call her selling dealership which was not Brondes. The selling dealership was a Non-Ford dealership and vehicle was purchased as a pre-owned vehicle. Selling dealership would also not approve any charges because vehicle was purchased over 2 years ago. Customer was contacted by selling dealership to explain that to them. Customer proceeded to call Brondes after that and approve diagnosis, and at that point the technician moved forward with diagnosis of vehicle. Technicians findings is that there was coolant intrusion into the cylinders that was causing the misfire and running rough. Technician built an estimate for repairs and then the service advisor called customer with estimate. At that time the customer stated that they have a warranty on the vehicle from a 3rd party. Our service advisor called the warranty company to get approval on repairs. The warranty company declined repairs on the vehicle and stated that this is a factory defect, not sure why that was said but think it is possible for a reason to decline repairs. There is no outstanding recall on this vehicle for this concern. The vehicle has 117,869 miles on it at the point of inspection. Customer declined any repairs on vehicle at this time.   

  Customer Answer

  Date: 11/28/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** *******