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:06/17/2023

  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.

  I purchased a certified pre-owned vehicle from them and within the first 23 days of owning the vehicle, the engine hood cracked, which I did not learn until I took it to another mechanic on day 30. I told the mechanic how long I had the vehicle and he shared with me that this would have occurred before I had purchased the vehicle. He also shared that the 1.5L ford escape engine was a lemon and has been known to have this issue.
  
  I had called the dealership about this and they said they wanted their team to review and take a look, when they were the ones that certified it. I told them I wanted to get out of this vehicle and get my money back, but they just want to fix a lemon engine and have me rely on an engine that will break again.
  
  I do not trust them; I do not think they were truthful when they sold
  Me the vehicle that didn’t last me a full month; I do want them to buy back my vehicle and take ownership of this lemon that they sold me.

  

  Business Response

  Date: 06/18/2023

  ***** my name is **** ******, I am the General Sales Manager, I am sorry for the issue and I had no idea of the issue or why it did not come across my desk, which is something I am going to look into tomorrow, I am going to investigate and reach out to you Monday. I assure you this is not how I nor the owner operate his store. I assure you i will bring resolve to this I just have to get some information so I have knowledge to situation.

  Sincerely 

  **** ******

  Customer Answer

  Date: 06/20/2023

  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.

  I have spoken to them in person and purchased back the vehicle and gave me the monetary value I requested.

  They made things right and appreciate the due diligence to make it right.

• Initial Complaint

  Date:05/01/2023

  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.

  I took my car to Park Ford on 3/17/23 for an electrical issue that was draining my battery and not allowing my car to create the spark it needs to start. I was told an initial $140 fee would be charged for a diagnostic on the car I agreed and then received a call from Park Ford stating they would need to further diagnose the car and take the bumper off to see the issue. (Which the bumper never came off) I agreed the total for diagnostic was $486.25 and they stated to repair the car it would cost $4034.05 due to the transmission fluid being in the wires inside of my transmission which ultimately lead to an issue with the computer not reading. I agreed to those repairs with the impression that this would fix the issue of my car not starting. Which was a total of $4520.30 all together on 3/31/23. I am still having the same exact issue with my car the repairs that were made haven’t fixed my car. I have reached out to the Park Ford services department several times spoken with the service manager and even created a case with headquarters. Currently Park Ford is staying that I have to pay another diagnostic fee to further diagnose the car when I already done this on 3/17 and was told it was something that they have already been paid for just to be in the same position. They have been very unhelpful after I have spent well over enough money with them to still have a car that is inoperable. I was told I can come get my car and they will not work for free because I requested to not have to pay for another diagnostic fee after paying over $4500 with no results. Headquarters has been unhelpful as well. They escalated my case back to the Park Ford general manager today. Stating that the case can either be handled internally or they could possibly give me a call within 48hrs. I would really like help with resolving my issue I don’t want them to work for free I just want to come to a resolution for the money I have already spent based on a misdiagnosis of the car to begin with.

  

  Business Response

  Date: 05/02/2023

  On 03/17/2023 Ms. Williams had her vehicle towed into our shop with a complaint of " vehicle does not start". We verified vehicle will not crank over. Began PPT for no crank condition and found ignition relay unplugged and turned upside down in the battery junction box. Installed relay, now vehicle cranks over but will not start. We installed IDS scanner and could not communicate with the powertrain control module (PCM). Began pinpoint test (PPT) for no communication with PCM. Unplugged PCM connector and found transmission fluid has leaked from transmission connector and has filled the PCM with fluid. Further inspection found transmission bulkhead connector leaking and the high pressure transmission pump was pumping the fluid up the wire harness and into the PCM. We recommended replacement of PCM, Bulkhead Connector, and Wire Harness. Customer originally declined the repairs, but after researching the issue, came in and agreed to the repairs. We completed this repair, that allowed us to communicate with the PCM. Vehicle will still crank over, but still will not start. Monitored PCM PIDS and found vehicle has very low fuel pressure. Pinpoint test leads to replacement of High Pressure Fuel Pump, Customer declined. Customer towed vehicle out of dealership. Customer then came in with the complaint of the battery dying and something continuing to run. We told customer to have vehicle brought back in and we can look at what is going on there, however if the low fuel pressure is still an issue the High Pressure Fuel Pump will need replaced. Customer towed vehicle back in and we can not verify battery draw or something running when key is off. We then found out the issues began when the customer replaced a Water Pump on the vehicle. The Timing Belt has to be removed when changing the Water Pump. We then notified the customer we will need to remove the timing cover to ensure the valve timing is set correctly, as well as the camshaft lobe follower is still installed for the high pressure fuel pump. Customer declined any further diagnosis or repairs. Customer contacted Ford Motor Co with a similar complaint and they found no merit in it. 

  Customer Answer

  Date: 05/03/2023

   I am rejecting this response because:
  We brought the vehicle in for an electrical short if there was an issue with the timing and the “low pressure” of a fuel pump you would think they would have came back with that in the first place. It makes no sense I’m still out of over $4500 when they fixed something that was supposed to correct the issue and the car is still inoperable. It makes no sense when you do a diagnostic there is no way you’re not checking everything. They didn’t even know there were any relays disconnected until they call and confirmed did we disconnect any which were disconnected due to there being something continuously running draining the battery. If they were assessing the car properly then they would have known relays were disconnected without having to call. Makes no sense. I’m not looking to cause havoc I’m just looking to have my issue fixed for the amount of money I have already spent how hard is that. 
  
  

  

  Business Response

  Date: 05/04/2023

  We diagnosed the vehicle and made all authorized and necessary repairs as per the diagnostic that was completed. Furthermore we have extended goodwill in this matter to check for an electrical draw that is not happening at this time. The next step is for the customer to authorize the additional diagnosis needed (remove the timing cover, inspect the valve timing, and inspect the camshaft lobe follower). The estimate to check these items are and additional $1455.48 plus tax. 

• Initial Complaint

  Date:02/28/2023

  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.

  2/16/23 Took my Ford Fusion to repair FORD PASS Application on my smart phone. **** did not call during the day with an estimate or update. I called him at 5;00 pm and he said the car was needed overnight. Great, I have no car.
  2/17/23 - No one called. I called ***** 3 times during the day and he said " the batter needed replaced, or the radio malfunctioned or my car was listed as a FLEET VEHICAL.
  I called the General Mananger, Mr. ****** and he would have the Service manage, Mr. ***** call. Dr. ***** called and said" The charge was $ 189.00 and he would get a code to fix the problem next week. I told him I was not comfortable paying $ 189 without the car being fixed and he said he would call next week with the code, I would come in for the code update and pay. He never called.
  
  2/25 - called and left a voice mail to Mr. ***** that has not been returned.
  2/27/23 - called and left a voice mail to Mr. ****** that has not been returned.
  
  The car is not fixed, they wanted $ 189.00 and now cant seen to provide the level of customer service to return my calls and let me know the status of the UNFINISHED repair work

  

  Business Response

  Date: 03/01/2023

  As was reported to the customer when we spoke to him, we completed all updates and followed Ford Motor Co technical assistance hotline recommendations to repair the customers issue. With no success the Tech Hotline sent the case over to the Engineering Department with all the information we downloaded from the vehicle. We have been awaiting a response form them. we finally received a course of action from engineering, we called the customer to set up for him to drop the vehicle with us as long as he replaced the battery (battery was not maintaining charge to the level needed to complete all programming) or agreed to have us replace it. customer reported he took the vehicle elsewhere and they was able to complete the repair. As for the $189.00 charge the customer did not pay, this was an agreed upon diagnosis fee for the issue.  

  Customer Answer

  Date: 03/02/2023

   I am rejecting this response because:
  

  These issues were never addressed by Park Ford:

  1) Why did not the service manager return my message of 2/25/23 as of today

  2) Why did not the service manager return my message of 2/27/23 as of today

  UPDATE

  On 2/28/23 because Park Ford service and general managers did not return my calls, I went to another Ford Dealer. The problem was diagnosed and repaired in ten minutes at no charge. My Ford Pass Application was fixed by removing the "vehicle" from the "garage" in my application and re-installing my vehicle in my Ford Pass application.

  The next day, 3/1/23 ***** from Park Ford finally returned called and said I needed a new battery, a new code installed for $ 393.00.

  As of 3/1/23, Park Ford is telling me they will charge me $ 393 for a repair and have my car for 3 days, when another dealer did for free in 10 minutes the day before.

  What a ripe off. 

  Here are the questions I want answered:

  1) Why did not the service manager return my message of 2/25/23 as of today

  
  2) Why did not the service manager return my message of 2/27/23 as of today

   

  3) Is Park Ford trying to ripe me off or they do not know what they are doing.

   

• Initial Complaint

  Date:08/11/2022

  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.

  Sold me vehicle and told me to have it Echecked immediately. Literally not ten minutes later right after echeck the check engine light came on and heater quit working and blower motor works intermittingly, When I brought it to their attention they refused to acknowledge my concerns and /or remedy it and said i bought vehicle "as is". I come to find out it is a very common issue and it was never mentioned by car dealership when I bought vehicle

  

  Business Response

  Date: 08/22/2022

  When the salesperson came back from vacation we reached out to customer and agreed to fix the check engine light issue a.k.a. replace the catalytic converters which we have since ordered. We are doing this out of goodwill because the vehicle was sold as-is and there was no way for either party to no that would happen. In addition we know the customer cannot afford to replace the converters so we are going to.

   

  Thank you

  **** ******