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:03/17/2025

  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 was rear ended in early February and received the insurance payment from the other party's company. On February 12, 2025, I took my truck to ** **** at the recommendation of Aggieland ********* for a rear bumper replacement. I spoke with ******* **** who informed me that the part should be delivered in a week. I informed him that we would be out of town the week of the 10th so it would need to be repaired before that. I was told the repair would take "a couple of days" and it should not be a problem.On February 26th, I contacted the dealership because I had not received an update and we were getting close to our trip. ******* told me that the part had been in and he thought I knew. I said I could bring the truck by on the 3rd of March and told him again about going out of town. I was told it would be a couple of days and shouldn't be a problem.On March 3rd, I dropped the truck off at 7:30am and let him know that I would be leaving town in a week. I was again told it would only take a couple of days. On March 5th I called for an update and was told it would not be done until the following week when I am out of town. I asked if my in-laws could pick up the truck early that next week and was told they could because, again, it should only take a couple of days. I said my in-laws would be out of town late that week and I was assured that it would be done early that next week. On March 12th, I received an automated text saying my truck was being worked on and on the 13th I got a call saying it was done. I told ******* that I would be back in town late Friday and I needed the truck for the next week. I was told I could pay for it over the phone, which I reluctantly did, and I could get the keys from the front desk on Saturday the 15th. A massive hail storm rolled through on the 15th which heavily damaged my truck. I was informed that it was not the dealership's problem. The truck was also filthy compared to other vehicles and the new bumper had non-hail damage.

• Initial Complaint

  Date:10/28/2024

  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 own a 2015 **** Explorer, ****** miles on it, I received two recall notices, both serious. In February 2024 for the A-pillar, according to the letter the windshield can become detached. The second recall today, Oct 2024 for the rear toe link which can cause loss of steering, increasing risk of crash. I'm 60, widowed and disabled that information was giving to the dealership, **** Customer Service and the **** The ****************** and dealership stated that it will take a week for the rear toe replacement repair the other recall they can not complete for months. The problem I'm having is that they refuse to pay for a rental or even a shuttle home. I explained to all that I have PT appointments I will need transportation.

• Initial Complaint

  Date:09/23/2024

  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 vehicle in for a/c not working. They fixed under warranty and I paid the deductible. They admitted that they had to keep longer because the made a water leak with new ac line and it wet all the carpet up front and needed to be removed and cleaned. After we got vehicle back we smell a mold smell and took back for them to check to make sure they got all wet and/or mold from thier leak they caused. They kept vehicle 2 weeks then said it is not covered under warranty and charged us almost $200 diagnostic fee. We would like a refund of that fee and for them to fix mildew/mold smell they caused.

• Initial Complaint

  Date:05/07/2024

  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.

  My vehicle broke down and engine died. I have called several times regarding the recall issue vin *****************. According to the **** website parts should be available on second quarter of 2024. We are in the second quarter. The service advisors are refusing to make an appointment for customers over the phone. Instead they want me to tow my vehicle to get inspected, then tow back to my home, and then tow back again for recall replacement. **** is not paying for any of the towing cost. If I can call for a service appointment without bringing my vehicle I should have a courtesy recall appointment without having to tow my vehicle multiple times.

  Business Response

  Date: 05/28/2024

  We have spoken with ********************** over the phone a few times.  The customer's vehicle did break down out of town.  It was taken to the nearest **** dealer at that time.  According to ****************** the vehicle was diagnosed and verified that the issue will fall under a recall.  We anticipate the full recall instructions from **** to be released by the end of June.  The recall does state that **** may be able to assist with a long term rental while awaiting the release of the full recall.  Unfortunately the recall does not have provisions for towing or vehicle transfer from town to town.

• Initial Complaint

  Date:10/31/2022

  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.

  After taking my sons Mustang to College station Ford, we paid 740 for them to fix the air conditioner (the air is blowing but not cold air). They returned the car with a broken window that would not roll up and refused to even figure out a temporary solution. We then had to take it to a second dealership to have the window fixed for $840. AND the A/C quit working again a week later! My sone took the car back to College Station Ford and they gaslighted my college age son and refuse to fix THEIR mistake!

  Business Response

  Date: 11/11/2022

  ***************************** brought us the 2012 mustang on September 30th. The Air
  conditioning was completely low on Freon because of a leak in the
  system. We replaced a line, sealed the leak and charged the system
  with Freon. At that point the air condition system blew cold air and
  ****************** picked the vehicle up. A day or two after he picked up the
  vehicle he called us complaining about the window not working. This
  did not happen when he picked the vehicle up but rather after the
  fact. He did not bring the vehicle to us to allow us to look at the
  window and chose to have it repaired somewhere else. I assume that the
  repair facility would agree that an air conditioning repair would not
  have anything to do with a window not working since we did not hear
  from them about this issue again.
  
  ****************** then brought the vehicle back again on November 4th with
  the air conditioning not blowing cold again. When we diagnosed the
  issue we found the compressor was now not functioning. The vehicle
  never would have had cold air after the initial repair if the
  compressor was bad at that moment. It is unfortunate that these issues
  have popped up however it is not a reasonable conclusion to make that
  it has anything to do with workmanship. This is a simple case of a 10
  year old vehicle starting to have issues.
  
  As far as anyone being "gas lighted" (I actually have no idea what
  that means) I do not know what the customer is referring to. From what
  my employees have told me about the interactions it is simply that the
  customer wanted us to eat the additional repairs and since we did not
  agree that it was of any fault of ours we chose not to.
  
  We wish every customer could end up happy but there are times it is
  out of our control to make them happy. The only option presented to us
  from these customers to make them satisfied was for College Station
  **** to pay for repairs we are not responsible for. This is an
  unreasonable position to take and therefore we chose to not
  participate.
  
  --
  *****************************
  General Manager College Station Ford Lincoln
  979-694-2022ll us why here...

• Initial Complaint

  Date:10/18/2022

  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.

  We took our 2013 Lincoln Navigator to the **** / Lincoln service department for services related to problems with the electrical system. The ignition would only intermittently start the car. The **** / Lincoln service department has kept the vehicle for over 8 weeks at this point, not being able to correct the issue. They have ordered parts not related to the issue and incorrect parts which have had to be re-ordered such as the instrument cluster. New errors keep occurring related to the instrument cluster and the computer which the service technician has not been able to correct. Extensive delays have resulted from part orders and the technician not replacing the part in a timely manner once the part arrived. The inability to correct the computer error codes required the services of an engineer, which resulted in an extensive delay and who has also not been able to correct the computer and error code problems.The extensive delays have resulted in insurance payments and vehicle loan payments for our car that is not available for our use, as well as the inconvenience of not having the vehicle for the extended period of time.

  Business Response

  Date: 10/19/2022

  We are contacting the customer to deal directly with ****************.

  Customer Answer

  Date: 10/24/2022

  Complaint: 18234218
  
  I am rejecting this response because:

  The business made contact and gave us an update on the status of the vehicle, but as before, the issue is not yet resolved and progress continues to be painstakingly slow.  The business is making an attempt to finish the work but the repair currently remains unfinished.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  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.

  On August 26, 2022 I delivered my 2017 **** F-150 with ****** miles to College Station Ford for an oil change and tire rotation. The dealership suggested a spark plug change for the price of $216.28 which I agreed to. On August 27, 2022 I received a phone call from the dealership notifying me that they had broken a spark plug off inside the cylinder head and that it would cost me an additional $4939.21 to repair my vehicle, possibly more ($1800+) if they damaged the cylinder head during repair. The dealership refused to complete the repair for a reasonable price so I opened a case with **** Motor Company (case# CAS38363343) seeking resolution. **** Motor Company determined the damage to my vehicle to be the result of poor dealer workmanship and declined to offer financial assistance stating the problem needed to be resolved at the local dealership level. Attempts at negotiation with the dealer have been non-satisfactory and I have been forced to rent vehicles or arrange alternate transportation for the duration of this incident (three weeks as of this complaint). The dealer did offer to attempt to remove the broken plug without removing the cylinder head but stated very clearly that this method would incur a great deal of risk and could result in catastrophic engine failure that they would not accept liability for. Absolutely no warning of potential risk was given before the dealership incorrectly performed routine maintenance and rendered my vehicle inoperable.

  Customer Answer

  Date: 10/20/2022

  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,
  
  ***********************