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:02/12/2025

  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 brought my car to the dealership for a clutch replacement covered by a 2-year warranty, which was installed just over a year ago. Upon arrival, the car was still drivable, albeit with some hesitation at stops. They agreed to replace the clutch under warranty but also charged $600 for clutch forks, which we agreed to for the repair. They also Guranteed the car was good to go. However , after they replaced the clutch and a recalled transmission control module, they now claim the car won't "learn" the transmission and is undrivable. Instead of fixing the issue, they're demanding payment to release the car and threatening storage fees starting next week, despite the car functioning when I brought it in. This is unacceptable, especially since the car was operational when I left it for what was supposed to be a covered repair.
  We are asking the car be returned to original condition ( drivable )so we can seek a second opinion . I have recordings of them acknowledging faulty promises and guaranteeing the switch forks and clutch was the only issue. We had a certified letter asking them to work with us as well as one delivered in person , and the only thing we have gotten is threats to hold our car. We cannot even drive the car home now.

• Initial Complaint

  Date:12/30/2024

  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’m ***** ****** filling out this form for my father in law 90 year old owner of this vehicle. ************. **** had an accident in June of 2024. Took it to Marshall Mize for repairs at their collision center. It was in the shop 5-6 weeks. We live in Florida so we are just now looking at this vehicle. At some point after this repair, which he doesn’t know the 2 grill front of the car flew off. Upon looking at this there are bolts missing, The whole area of parts that keep the grills in place are loose and moveable. The windshield wiper fluid which is in same repair area will not spray even though full of fluid. As you can see in the photo s the hood is not even level !! I called Marshall Mize 12/27/24 upon finding all this out, and a female in the service told me to take it to ******* ** ********* **** **** ****** as these companies are taking care of their lifetime warranty needs as they have closed their collision center. I called ********* first she said we are not doing this and I wish they would quit telling people this. next I called ******* the female said bring it in at 2 pm today and we will
  Look at it. We will not fix it free with their warranty but we will fix it. Took it there now waiting for the estimate. I called Mize back and asked a female in the service if they were going to reimburse us. The female said I will talk to my supervisor and call you back. No call came in. I called the Mize service department back, this time a male said oh I know the answer… no we have closed our collision center and are no longer covering any lifetime warranty work you had done. I said wait what?? You can’t just say no you gave us a warranty lifetime The Car dealership sales and service still is in business. On a side note since this accident **** **** no longer drives and his wife ***** **** drives the car 2-3 times a month for 5-8 miles at a time to keep it in running state. There has been no speeding around crazy driving or accidents with this car.

  Customer Answer

  Date: 01/13/2025

  
  Have not heard from company either. Please continue to help. Thanks

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 used Marshall Mize Ford to make repairs to body of my 2003 F350 back on March 8, 2007, where the right quarter panel was replaced. Recently I was wanting to add a bed cover and noticed that one or more spot welds had failed allowing for a loose back panel, rust starting to bleed through spot welds, and fit of replaced quarter panel was actually welded in on the top/front too high not allowing for a level install of bed cover. My insurance paid for the repair less my $500 deductible back in 2007. I chose Marshall Mize due to their advertised "Lifetime Warranty" on collision repairs. They have recently closed their body shop, and I haven't been able to speak with the GM, **** ****, after multiple attempts. I have the receipt from repair and online documentation supporting the Lifetime Warranty, but no one from the dealership seems to be interested in speaking with me and seems to be avoiding my request for return phone calls. They should have arrangements to make good on warranty work even after the body shop has closed down. The dealership still exists, and they were paid when the repairs were made and should stand behind their work by having another dealer or body shop make needed repairs.

  Business Response

  Date: 11/27/2024

  Thank you for bringing this issue to our attention. We
  understand how disappointing this can be and sincerely apologize for any inconvenience
  this may have caused you. To resolve this matter, we would like to explain how
  the warranty you’re referring to works. The warranty that the customer refers
  to is not provided by Marshal Mize Collision, but through the insurance
  company's . The customer will need to contact his insurance company since we
  have closed Marshal Mize Collision.

  Customer Answer

  Date: 11/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The insurance company and I have already paid once for the work to be done so the insurance company has no responsibility here.  The warranty is Marshall Mizes responsibility to live up to.  Look at the attached file where they advertised "Lifetime Warranty" from work done from their collision center.  I realize they have closed up their collision center, but that doesn't release them from their responsibility to stand behind this warranty issue.  They can make arrangements for another local Ford dealer or other repair center to make needed repairs.  This is only fair and the proper way to resolve my issue.  
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 12/20/2024

  Please look at the 3rd page of my attachment.  I have highlighted the details of their published policy of "Lifetime Warranty" on repairs from what they made available on that website.  It's in black and white and shouldn't be ignored as long as that dealership is still in business. There is a full list of details as why someone would have wanted to use their collision center to have repairs made.  Lifetime Warranty on repairs if very common within the industry and the General Manager in charge of Marshall Mize has been there 20+ years and should knoq/ remember their policy.  

   

   

• Initial Complaint

  Date:06/26/2024

  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.

  Took my vehicle in for a very minor fix covered by ford. While there, they performed an additional service without my consent and if they were to inform me they were going to be doing that service in the first place, i would have got back into my vehicle and left.. i brought my vehicle back 2 times after they performed the repair as my car doesnt drive straight now. The service dept IS NOT MAD AT ME for bringing it back with problems after they did the repair i didnt want done.. the SA advisor stated, 'This is the best its ever going to get'. No, it was at its best before they did the service. Now that cant fix it and they wont work on my vehicle unless I START PAYING THEM for their **** **. Now theyre lying and saying its a result of something else, that is causing my issue. When in fact, the item theyre stating is the issue, were purchased the same week i bought this vehicle. Regardless of that fact, the vehicle was in perfect driving condition when i dropped it off for that very minor fix, now it is messed up. To make things better, since they didnt actually get my approval for the other repair, it doesnt show up on my vehicle history, the repair just disappeared.
  This is unfortunately a very scummy dealership with their practices of messing other peoples property up and then requesting the customer to pay for their messup. I tried explaining to the SM the situation and the response i got from him was' it looks like youre working with so so, lemme transfer you'....... never ever had this kind of experience with any dealership ever. All 3 times ive had my car worked on here since January, there as been an issue. Other 2 times were minor but still issues resulting in bad workmanship. Now this 3rd, they literally screwed my vehicle up and wont fix it. Hasnt even been 60 days.
  
  DONT do business with this dealership or they will mess your vehicle up and request you to pay for it as well!

  Customer Answer

  Date: 07/15/2024

  The dealership performed a recall without my consent at the time i dropped it off for something completely different. If they were to tell me they were going to perform the recall, i would have got back in my vehicle and left. Since then, my alignment has been off, my car does not drive straight. I brought it back to them twice within 30 days of them doing the recall, to have the alignment fixed. After the second time, they got mad at me saying they will not work on the vehicle anymore unless i start paying them to fix the issue. It has been 60 days now and after i left the second time, the steering was stiff and my wheel was crooked in the opposite direction. So they are doing something, to which was causing my alignment to stay off center and my vehicle to not drive straight. When i had customer service on the phone, fords customer care team, they got a hold of the service advisor that i had that day and the SA told them my alignment is now off because my tires... 1) i bought my tires new back in nov when i bought my car 2) i had my tires actually balanced at this dealership back in feb 3) regardless of that fact, my car was driving straight, with no issues, when i dropped it off.
  I did end up going to another dealership this morning and paying out of pocket for an alignment and they fixed the issue. I contacted Ford customer care and they said they will not reimburse me for the alignment unless i got it at a other ford dealership, or i need to go to Marshall Mize Ford and have them reimburse me for the out of pocket cost. I went to *** *** as i bought my car from *** ****. Yet Ford Customer Care said they wont since its not an official ford dealership......
  
  I misunderstood what the price thing was when filing the complaint against Marshall Mize, i thought it was a general price from what i have spent at this dealership. As i have spent $700 since Jan on services from this dealership, alone. Just for them to screw my car up and now want me to pay for it. I work 3rd shift so my only days i have been available to do anything, is on tuesdays. So i have only tried calling the dealership to speak to the GM and even then, no matter how many times i call to ask for him, hes not available. The couple times i left a voicemail requesting a call back, i have yet to hear from him.
  
  The way they did me, and what theyre doing in regards to messing my vehicle up after they did the recall, i never wanted done, is beyond crazy! I hate that i had to pay another place to fix the problem that this dealership caused! Now ford themselves, wont even reimburse me for that even though, the second person i spoke to on Ford Customer Care, stated if i go somewhere else and they fix the issue, that ford would reimburse me the cost. She didnt state it had to be another ford dealership. Now im out money, i should not have ever needed to spend. All because this dealership(Marshall Mize) wanted to get free money from the manufacturer, by performing the recall. Absolutely wrong!
  
  According to another ford tech that commented on my FB post about the situation (leaving the dealerships name out of the FB post), he stated the process is to drop the rear suspension in order to replace the bolts involved in the recall. Which caused my car to then come out of factory alignment.
  
  I dropped my car off for a different *recall* that only involved the window switch trim to prematurely peel, which mine were. So thats all i scheduled the appointment for. Thats all they should have done. Theyre argument is that, it is a safety recall and they were required to do it by law, regardless if i said so or not. If that was the case, when they had my car back in feb for services on the transmission, tire balance, and oil change, they should have proceeded with the recall then.. but they didnt. Even then, i wouldnt of wanted it done. My car already had an update to prevent the vehicle from having any failures. Now there are issues with the car coming from what the dealership did, when they did the recall...

  Customer Answer

  Date: 07/31/2024

  After getting an alignment somewhere else, from then till now, it seems like my vehicle is coming back out of alignment already. Marshall Mize has yet to contact me about any resolution and it is unfortunate. They single handedly messed my car up and wont fix it because 'This is the best it will ever get' according to the Service Advisor that took my car in.
  
  I just got this car back in November too, now i get to drive around with a messed up car and probably need to have more alignments done in the future because of this dealerships negligence. Fun.

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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 spent almost $25,000 on a car from this dealership. I only bought my car here, because it's a rare model to find for sale. I did not buy my car here because of the dealership. If I had it to do over again, I would have waited and found someone more honest, and professional. They lied and told me the vehicle had no problems. My husband and I drove over 10 hours from West MI to Chattanooga to get this car. All of the men involved in this sale were dishonest. We found out the radio didn't work during the test drive, but not because the sales person wanted us to notice, in fact when my husband did notice the radio not functioning, ******** ****** tried to distract me by saying how awesome the backup camera was. We looked the radio up before leaving with the car, almost $3,000 to replace without labor. **** *******, who thought he was talking to ******, tried to get us to believe the warranty didn't start on the vehicle until it got registered for the first time. He's the sales manager. So, he knew that wasn't true. Offered us half the replacement cost on a radio they lied about, fingerprints were smeared all over the screen when we drove it, so we know they knew. It was obvious. Not only are the sale people dishonest, but the rest of the staff is incompetent. They registered my temporary plate with my last name spelled incorrectly, 3 letters off big time. No one asked me if I had a plate to transfer, in fact I was told they couldn't even get me a plate because I was from MI not TN, and told I would have to figure it out when I got back to MI. I got charged $600 extra on my bill for all this paperwork, and they messed all the paperwork up! I paid for them to screw me out of extra money. I called looking for someone to take responsibility for their mess up, and it was like talking to a group of middle schoolers. No one wanted to take responsibility, but everyone wanted to apologize
  without actually doing anything to fix what they messed up.

  Business Response

  Date: 02/27/2024

  To whom it may concern,

   Marshal Mize Ford is a long-time family-owned dealership. We would hope that every opportunity to gain a member in our extended family would be seized with great zeal! However, we do understand that not all interactions are as such. It is our hope to place the priorities of our guests at the forefront of their experience with us. Thus, when a guest's expectations are not met, we investigate the matter as thoroughly as possible. On 01/27/2024 Mrs. ********* ************* and her husband Mr. ******* ******* visited our dealership. Upon arrival they were greeted by their salesman ******** ****** and proceeded with the test drive. While on the test drive, they noticed that the screen in the vehicle had an issue. This issue was brought to manager **** ******** and he spoke with them concerning the screen. An agreement was made between parties that they would proceed with the purchase and take the vehicle to the nearest manufacture dealer in Michigan. The vehicle was sold preowned, and the exact in-service date was not confirmed. This has relevance because at the time of purchase the mileage was 35,153 miles. the manufacturer's warranty is 3years or 36,000 miles, whichever comes first. While in the business office signing documents with the business manager the concern for the screen was mentioned again. The final agreement that was made involved the dealership sending them $1000.00 towards a screen repair if the warranty did not cover it. The dealership is happy to honor the signed agreement and even go up to $1500.00 dollars to help them towards the repair. The dealership would only ask for the receipt if the issue has been resolved or if the work has not been completed a quote from the dealer with the cost associated with the repair. 

   In regard to the registration, Mrs. *************'s name was mis spelled on the temporary registration provided by the dealership. However, the dealerships in house tag and title clerk caught the mistake prior to sending formal documents to Michigan. The true registration was filed in a timely and acceptable fashion according to the state of Michigan with no additional cost. We sincerely apologize for the inconvenience and look forward to reviewing the receipt and or quote so this concern may be resolved.  

  Customer Answer

  Date: 03/18/2024

  I have the quote for the things that this vehicle has wrong
  with it when it was listed by the dealership as being in perfect condition.
  No problems reported.

  I have the quote to repair the radio the dealer lied about. There won't be
  a receipt as I am not paying for this up front. They were dishonest. I do
  have a quote from the ******** ********** dealer.

• Initial Complaint

  Date:07/10/2023

  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.

  The lug nuts that were replaced when Marshal Mize Ford replaced my brakes were not the correct size. As a matter of fact they had 2 different sizes on the front divers side tire. A simple flat tire change turned into a 2 hour hunt for correct parts to remove the flat and and additional $100 . $80 for the tools and new lug nuts for flat and $20 at the repair shop for the correct lug nuts on the drivers side front tire. The spare and the equipment that came with my car should have been sufficient for this situation but Ford took the other route.

  Business Response

  Date: 07/31/2023

  We are very sorry to hear that our customer had these issues. ***** ****** brought her vehicle to us on 5-16-2023 for brake issues during this service we noticed that her lug nuts were swollen and needed to be replaced. Swollen lug nuts are very common problem and could make it very difficult to remove unless you have the right tools that why we recommended that all lug nuts be replaced. The customer declined to have all replaced and only authorized 5 lug nuts to be replaced by doing this its going to look different or even smaller because they are not swollen like the rest of the lug nuts.  When the customer called to let us know that she thought we put the wrong size on we explain all this to her and even told her to bring the vehicle back and if we did anything wrong we would replace free of charge. The customer made the decision to carry her vehicle to a independent dealer and not give us the opportunity to make things right.

   

• Initial Complaint

  Date:10/06/2022

  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.

  On 8/17/2022 I took a (2021 Ford Bronco Sport) vehicle to Marshal Mize Ford for an Oil Change and tire rotation. When they finished, they return the keys to me. I noticed as I got to the vehicle the tires had not been rotated. There was a heated conversation on if they had done their job. I produced photos of my tires still in there original location which I took prior to pulling in the service area. The vehicle was taken back in and the tires where rotated per the work order. I expressed my concern to the service manager Rob G**** about the situation and stated that I hoped the oil change had been done correctly. I was told that I was over reacting. One month (9/30/2022 later we found an oil leak under the vehicle. Of the required 5.3 quarts only 3 quarts was in the engine. Vehicle had 11,897 mile when the oil was changed at Marshal Mize Ford. It had 12,721 miles when the leak was identified. Less than 900 miles driven since the oil was changed at Marshal Mize Ford. The leak was caused the oil filter not being tight against its mating surface. I have video and pictures. This dealer has little to no remorse. I was told by there assistant service manage that I am not the right fit for there customer base.

  Business Response

  Date: 10/10/2022

  Our team will reach out to Mr. ********** this week.  Thank you. 

• Initial Complaint

  Date:09/06/2022

  Type:Delivery 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 ordered a 2022 Ford Mach-E on 3/7/2022 and was informed that the car would be delivered in 20 weeks. I paid a deposit for the vehicle and patiently waited for several months. More than 20 weeks passed, and now I have discovered that the vehicle I ordered has been converted to a 2023 model with less features (no comfort/technology package), a different color than I ordered as my color has been discontinued, no timeline on delivery, and a price increase (at least $3100 more for a 2023 compared to a 2022). Also, to make matters worse, the tax credit that I was implied to receive in 2022 (and was a $7500 deciding point for me to go forward with ordering the vehicle), will not be available for the 2023 models since the Inflation Protection Act was passed. Not one person from this dealership or Ford has bothered to contact me to explain these changes and delays or offer a refund of my deposit. I last heard from a representative for the Marshall Mize dealership, Aaron Adams on 8/18/2022, and was informed that my 2022 was scheduled for production and delivery later this year. Absolutely nothing was said about converting my order to a 2023 with less features, a different color, and a price increase. I found out about the conversion to a 2023 when I logged onto my Ford online account to see the status of my order--I discovered that the dealership converted my order to a 2023 on 8/26/2022 without my permission or input. What a dishonest and shady bunch of individuals! The lack of communication by this dealership is pitiful, their changing of an order is dishonest, and their act of taking my deposit without delivering the promised vehicle is definitely unprofessional, and possibly criminal, in my opinion.

  Business Response

  Date: 10/04/2022

  Mr. ********

   It is very unfortunate that your vehicle was unable to be built as a 2022 model. The dealership has no control over production at Ford Motor Company. I would like to express our, extreme apology concerning your order not being built. The Mach E is a highly anticipated all electric vehicle and due to various commodity constraints including but not limited to chip shortages as well as labor fallouts from CoVid-19 the fit to finish process we have all come to know and love from Ford has been slightly adjusted. Unfortunately, all 2022 model vehicles across all product lines are rolled to the following model year per Ford in the ordering system. The dealership has no control over what options will be available or not available as we do not determine those parameters. We here at Marshal Mize Ford want to sincerely apologize for any and all confusion regarding your order that was placed through Ford's online portal. Ordering vehicles is becoming a new norm and is still somewhat new to the general public as well as dealers. We thank you for your original selection of Marshal Mize Ford to be your dealer of choice and again apologize for the unfortunate turn of events. The dealership has arranged your full refund of 500.00 dollars, and we sincerely thank you for your candor in the matter.

   

  Business Response

  Date: 10/10/2022

  As noted in the response a check was mailed last week from the Dealership to spend up the timing of refund. We hope it arrives this week. 

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I have been trying to receive a refund of the "refundable deposit"for over a month and still have not received a check as the dealer has indicated.  
  
  Sincerely,
  
  
  
  ****** *******