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:05/01/2025

  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 paid ********* for a 2018 used ****** cargo van. first day i drove vehicle out it left me in the side of the road. i text the sales person and Gullo **** paid for the fixing of the sensors. after that i had engine light that came on and off. on April 4th the van stopped again and left me on the side of the road. ****** dealership did an inspection and said i need a new motor due to GUNK in it. i contacty GUllo and they said to run it through the extended warranty i bought. extended warranty denied the claim because it was a pre-existing condition. GUllo **** picked up the van and took it to their delearship to fix it. they claimed ****** dealer was incorrect and i didnt need a motor i only needed a solenoid. i asked them to buy vehicle back because the extended warranty has flaged my van with pre-existing issues. Gullo gave me a 40 point inspection and oil change when i bought and said everything was good. appretanlty the mechanic didnt do his job or they ignore the fact that when they changed oil they saw the gunk in the oil cap.

  

  Business Response

  Date: 05/05/2025

  Management has contacted Ms. ******* and  a resolution has transpired.

   

• Initial Complaint

  Date:01/05/2025

  Type:Order 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 12/31/2024 I visited Gullo Ford of Conroe, TX. website and found a Ford F-350 listed for sale at $57,275.00. I filled out the test application from Capitol One Bank to see if I qualified for the truck, which I did. The next morning I checked their website noting the price changed to $59,775.00. I called the dealership and spoke with Ronnie. Ronnie stated his computer still showed the price as $57,225.00. After checking he confirmed it was available at the $57,225 if we could do business that day. I agreed and filled out their credit application. I was later approved. I had intended to trade in my 2015 Jeep Wrangler with only 48,000 miles that was in great shape. They offered me $10,635.00. An offer far below what that same vehicle sales for used on other lots. I declined the trade in option and sold my Jeep paying it off in full at the bank the same day after they confirmed I was approved. The next day I spoke with Ronnie to confirm the deal was still a go and he needed no other info from me. He assured me we were good. Stating the truck would be ready Saturday at noon. I was having them mount a trailer hitch to it in their shop. So the process of buying the truck took another day. Later that day Ronnie texts me stating that they'd got another contract on it the day before, and it was gone. He claimed they were trying to find me another one. Later he text me stating he couldn't find another one. He provided three non related Ford dealerships names, via text. He apologized and stated that was the best he could do. So I'm now without a vehicle. My credit report has taken a hit and my credit score is lower now. All I want is for them to sell me a truck at the advertised price they originally quoted me. I'm willing to negotiate if necessary! I'm afraid that by pulling numerous credit reports for a vehicle banks will see this as a red flag. Thus prohibiting me from obtaining a truck.

  

  Business Response

  Date: 01/06/2025

  We had multiple customers looking at the vehicle in question. There was no contract signed or deposit given and our policy is to not hold vehicles. We apologize for any inconvenience or misunderstanding but unfortunately the vehicle has been sold 

• Initial Complaint

  Date:10/15/2024

  Type:Product 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'm requesting a full refund of the diagnostic fee I paid to this dealership. They were in possession of my vehicle two full days and wasn't able to properly diagnose the minor issue my truck was having. Their service team told me on two separate occasions my truck likely needed an engine. I was able to spend 15 minutes online and find the issue myself. A $50 part correct the problem I was having.

  

  Business Response

  Date: 10/17/2024

  We strongly disagree but will happily refund the diagnostic fee to the customer.

  Customer Answer

  Date: 10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I never recieved a refund
  
  Regards,
  
  
   

  
  

  

  Business Response

  Date: 11/25/2024

  We apologize for the delay on the refund. We have gotten with the accounts payable office and assure you this will be taken care of as soon as possible. 

  Customer Answer

  Date: 11/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:10/04/2024

  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 Friday October 27th Gullo **** diagnosed a check engine light that came on in the car the day before we brought it to them. They charged 150$ to assess the light. They called to state that coolant was in the engine and it was damaged beyond repair and need to be replaced. They offered to sell it at auction without the replacement for 3-4,000$ or replace the engine and that would cost $9,000. The vehicle has ****** miles, and has regular maintenance, never showed signs of stress or overheating at any time. We reached out to Gullo to tell them we were having it towed for a second opinion. They stated we couldn't get it, and they had take it a part and would not be able to tow. We informed them we agreed only for an assessment, they need to put it back together and have it in a manner that can be transported. They reluctantly agreed. We had the vehicle towed to another ******** for a second opinion. The second ******** was very confused, as our Coolant is on the outside of the engine and couldn't get into the engine, and the coolant was red and he could not locate any red coolant leaks anywhere in the car. He commented that he reinstalled everything, trouble shot the firing of 1 piston and stated the car and engine is fine. Requiring to replace the engine, and offering to sell and control at auction, as well as almost refusing to have it picked up was close to theft. I want to ensure this is reflected appropriately for a company doing these business practices.

  

  Business Response

  Date: 10/04/2024

  We have reached out  and have spoken to the customer and believe that we have resolved the issue to the customers satisfaction.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  They have not returned any calls, or credited my account like they stated they would. He asked me to do research on the claim. I did and called him repeatedly and he never called back or discussed with me again so I'm not sure why they would consider it resolved?  

  
  
  
  Regards,
  
  
   

  
  

  

  Business Response

  Date: 10/14/2024

  We have been in contact with the customer and his refund has been issued and the complaint has been resolved to the best of our ability.

  Customer Answer

  Date: 10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The response made by the business is accurate that I was refunded the inspection fee, and I was refunded to tow cost. 

  They gave a detailed instruction on why they stated their analysis and proposal was within guidelines they believed.

  I was never able to get any other mechanic, nor **** guidelines to collaborate and recreate their analysis (Multiple Mechanic inspections, and Trade in Value assessment at a dealership both did not identify any issues as proposed by Gullo ******

  At this point there is nothing more that can be done on either side, and Gullo **** did follow up and make the situation right as best as they could with prompt follow up, and reimbursement. 

  I consider the case closed. 

  Thank you 

  
  
  
   

  
  

• Initial Complaint

  Date:06/06/2024

  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.

  Multiple issues with numerous trim and other issues with a brand new truck (due to length of details I had to attach a PDF with more details than in this description)Even the Service Director shared my concerned that these were quite a few quality oversight. Frustrated with the situation with lack of communication, awareness, resolution, and wasted time on my end. Issues reported to them (not all at this time) **** service were not addressed when I picked up the truck on 23May, but when the ** called he noted all trim pieces were fixed. Getting a new truck at 80k+ I would expect the issues would have been discovered by **** or during dealer ***, but missed. I waited until 05Jun giving the dealership the benefit of addressing the issues but the lack of responses from the service department as of 05Jun has lead me to file this complaint with both **** and the BBB. The odometer cluster bezel replacement may not even fix the gap as per the service director, so I might have an 80k+ truck with poor trim. I read a complaint here in BBB they actually replaced a guys explorer with a new one because they scratched the dash/window and could not get the dash level, and with me crickets on fixing issues Id say I have more issues than that person. Post sale I even responded to a sales manager ******* e-mail on ***** that I had dissatisfaction with quality issues he did not even respond to the e-mail (clearly he did not care). **** had held early builds due to undisclosed (by ****) quality issues. Technically my deposit was for another similar Raptor built May 2024 and then when they got the truck I ended up getting they said they had messed up and the other one had been bought by someone else but my deposit had the other stock number in the paper. I should have gone with my gut about this I am sure the one I actually had a deposit on did not have the same issue should have just got my deposit back.

  

  Business Response

  Date: 06/06/2024

  We have reached out to Mr. ****** and are working in tandem  with him on several different options available to fix this issue.
  

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  ***** from Gull **** reached out to me on 7Jun. He offered two options: to buy the truck back at the **** I paid or to put me on a brand new truck. He offered an incoming Raptor, but the truck was no the same color as mine. The main reason for me getting the truck was for the color, otherwise I would have kept my 2023 Raptor. However, I was informed upon asking that they would not pay for *** I had already paid, so I would just get the sale price of the truck back (TTL was about 1k). In addition, I was told they would not pay for they items post purchase that I have added to the truck (non removable items) which is ceramic tint ($324) and spray on bed liner ($668), so I've put about 1K thinking the issues as they first put it were easy fixes. I also invested about $400-500 in money for supplies to ceramic coat the truck. I traded my truck to them to take advantage of the tax credit, if I go the buyback route I would need to come up with about $5K for new TTL to buy the truck somewhere else. All in I would that quickly be out $6,000 (TTL and the items I added to the truck) buying a truck elsewhere as they also do not have any allocations (I was told I'd have to wait 6 months). Unless I can find a dealer that will discount the truck by $6k I'd be losing money. 

  I was told last week (they day after my complaint) they had a part, but they never even told my if it was one or also the other part I had followed up with them as well. That is not even including the tailgate appliqu (not sure if they even order that part) or potential solution on the fender flare scratches (I've had to try to address that with ceramic coating).  

  I do have to say Mr. ***** was very polite and listen to my concerns when we spoke which is much appreciated. Last week 07Jun he had asked me to give him a few days to follow up. I called today and left a VM for Mr. ***** to see if there is an update. 

  I might have to live with the issues as I am not going to lose $6k by selling them the truck back. Independent of manufacturer brand I have learned that I will have to really do my own quality checks before purchasing any vehicle in the future. I will await for further communication from Mr. ***** to  determine if he might have any updates that may be reasonable and update on whether I accept the response.

   

  
  Regards,
  
  
   

  
  

  

  Business Response

  Date: 06/13/2024

  Gullo **** has been in contact with the customer on numerous occasions and his options are still available to him and we will do everything we can to make him satisfied.

• Initial Complaint

  Date:01/25/2024

  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.

  On January 16 I called Gullo **** about a noise my engine was making when the car was at idle. Its a newer vehicle with only ***** miles on it. I brought it in on the scheduled day to be told that the service **** had made the wrong type of appointment. After arguing with them they finally agreed to look at the vehicle and diagnosed the problem as a fly wheel. I notified them that it should not have these issues being so new but I was told I was 1 month outside of warranty and was advised to call **** customer ********************** to seek any help with price. They offered me none and I informed the dealership Id be willing to pay for it. I was told at first it would be completed Tuesday, latest Friday. But no, in dealing with the dealership contact I have been advised that their tech continuously has called out sick. Is there not another mechanic? I was then told to pay additional money to rent a car from enterprise at their rate. How is this customer **********************? Much less extortion of additional money? Ive been informed the part is in stock however they havnt even opened the vehicle to see or verify that this is in fact the problem! How is this customer **********************? How can you only have one mechanic to do this? I feel like Im being lied to and manipulated every step of the way.

  

  Business Response

  Date: 01/25/2024

  Our Service Manager has reached out to Mr. **** to apologize. We had several technicians out with the flu and have resolved the above issues with Mr. ****

• Initial Complaint

  Date:12/11/2023

  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.

  Vince Crawford
  I have purchased something like 9 or 10 vehicles over the past decade with Gullo, however I will never again. 2020 Ford Ranger with a temperature control module problem (a known issue with a 5 second google search) and I have been there twice in an effort to get it taken care of. The first time they kept it for a few days (only 50k on the truck), only to inform me they could not duplicate the problem. Ok, fine, the service guy was nice. Fast forward to today, prior to my 12 hour shift, I am up early for the appt that Jessica arranged for me, who state "make sure to have it up here by 0700", of which I did, and waited around 20 minutes for her to finally speak with me. There were other who spoke to me, but she was who I had to speak with/meet with. Then she has me sign a form stating that if they cannot duplicate the problem I would be charged 150 dollars, despite the fact that I purchased an extended warranty through FORD or a 100 dollar deductible if repairs are made/covered. Needles to say, this is an intermittent problem, however it is a known problem, so just fix my **** truck that I paid nearly 30 grand for. *******************************************************

  

  Business Response

  Date: 12/13/2023

  We are very sorry for the misunderstanding. It is Gullo Ford's standard procedure to have all customers sign this document when we receive their vehicle. We are more than happy to have the Service Director reach out to the customer to resolve the issue.

• Initial Complaint

  Date:10/11/2023

  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 vehicle at a listed price of $39,691. After signing the contract and returning home, I noticed the dealership still had the vehicle listed as part of their inventory, but had reduced the price by over $1,000, after I had purchased the vehicle. I suspected an illegal bait and switch scheme so I contacted the dealership and they agreed to sign a new contract with me for the reduced price, to which I agreed. After reviewing the new contract, I noticed the mileage of the vehicle was over 2,000 less than the mileage on the odometer when I drove it off the lot. This effectively reduced my 12,000 mile bumper to bumper warranty to a 10,000 mile warranty. I was willing to overlook their illegal bait and switch advertising practices but at this point I demand that the mileage in the updated contract reflect the accurate mileage of the vehicle when I drove it off of the lot so that the 12,000 mile bumper to bumper warranty starts at the actual mileage of the vehicle when I drove it off of the lot. I have proof that the vehicle as advertised had 48,451 miles when I left the lot. I would like the contract to reflect that actual mileage.

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  
  
  This letter is to inform you that Gullo Ford of Conroe has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/11/2023 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:09/21/2023

  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.

  What Gullo Ford is failing to include in their response is that the vehicle I did thought I was doing the deal on had already been SOLD… all around BAD BUSINESS!!
  
  The response provided seems “nice” and like it was a mistake between similar vehicles but the salesman knew the vehicle what vehicle, I test drove and wanted to purchase. So the mistake was on YOUR part! This was not about a purchase price, and certainly don’t care about any markdown…. Let’s call it what it is BAD BUSINESS!!!!!!
  Incapable and Insensitive… and everyone is hearing about it!!!
  
  As far as running my credit ask your salesman what he told me about running my credit..you guys suck!

  

  Business Response

  Date: 09/22/2023

  We are extremely sorry that we failed to provide the stellar service that Gullo Ford  hopes to achieve with each and every customer. We as a business have contacted and sent an informal letter to the credit bureaus requesting that the inquiry be removed from her credit file. 

• Initial Complaint

  Date:05/15/2023

  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.

  My wife and I purchased a 2023 ford explorer. It had a scuff on the dash, that the finance manager said would be replaced. We paid asking price for the vehicle with ease knowing it would be handled.
  
  We dropped the vehicle off May 3rd to get a replacement dash. We were told it was a two day job. Upon receiving the car back, the service advisor was away from his desk. I was given the keys to head home. Upon getting home I looked over the work; to see an in level dash, scratched on the lower molding, scuffs on the inside windshield, the steering wheel lower cover not even attached properly. I called the service advisor, who I immediately sent pictures to. I was never contacted back to correct these, I had to call the service manager the following week. He instantly got us a loaner vehicle.
  
  The service manager claims his tech pas pictures with no damage, but secured the dash, and polished the window. They however don’t take blame for the scratches, and can’t get the dash any more level.
  
  I am seeking to have this vehicle returned to me in new condition as purchased.

  

  Business Response

  Date: 05/16/2023

  We are currently working with our customers to locate an incoming vehicle at the factory for a replacement vehicle with same options and color scheme as the vehicle they purchased. It should arrive in mid to late June. The customers will continue to drive their current vehicle until the new one arrives. We will be contacting them when the vehicle gets here so that they may come and look at it before completing their paperwork at that time.

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Ford has not been in contact with us since they ordered a replacement vehicle. The vehicle was built on June 5th, and they would let us know when it would be delivered. We made a payment on a vehicle that we won't own, as we must go through the finance company to start the process over. We are out countless hours and money from this whole ordeal.

   

  Thank you,

  Aaron ******

  
  
  
  
  
  
   

  
  

  

  Business Response

  Date: 07/05/2023

  We were able to trade Mr. and Mrs. ****** out of their Explorer into a incoming 2023 Explorer and they have accepted the delivery and contracted for the new vehicle on Monday July 3rd. They are happy with the exchange.