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:02/26/2025

  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 recently bought a 2020 **** truck there had a great experience. came back to buy a 2025 **** maverick. Service was terrible. Told that it was coming in and that they would call us to come get it all finished up. NO phone call no follow up. Terrible customer service. I called 3 times and got no where. I will tell everyone I know not to but a vehichle at this place

  Business Response

  Date: 03/03/2025

  After reviewing the customers profile, it looks like he came in wanting to see a vehicle we did not have in stock. We notified him of one that we had incoming and let him know the time it was supposed to be here. There are multiple records of us trying to coordinate an appointment with the customer but were unable to have any success. This was not an order unit but a vehicle we had incoming that fit specs the customer was looking for. Every attempt to have him come in was unsuccessful due to the customer not being able to make it. 

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because:   

  I called several times and also it was during the ice storm and the guy who called was an horses a** on the phone.  Terrible company.

  Business Response

  Date: 03/10/2025

  Our hours were affected by the ice storm so there is a chance we missed a phone call. However there are recorded records of us reaching out to the customer to schedule an appointment once the vehicle arrived in our stock. We would love for the customer to respond to us so we can complete his transaction.

  Customer Answer

  Date: 03/10/2025

  I am rejecting this response because:   

   

  They sold the one I wanted to someone else and did not contact me.  They have terrible customer service the man who kept calling was rude and not trying to work with people who have jobs and also the ice storm.

• Initial Complaint

  Date:07/06/2024

  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.

  My husband owns a 2024 mustang that we purchased at Bill Utter Ford. The back passenger tire needs to be replaced. My husband went to the service center for an oil change and tire rotation and the new tire was supposedly ordered. The service advisor was ******, on 6/28 I spoke to her and she said the tire was in. My husband went up there and the tire was not there and they said my phone call was not in their call log. However he was able to tell my husband the first digit of my phone number. They were very rude to him and were acting as if they werent aware of the situation. He left and I called in today, 7/6. ****** was not there today and they werent able to tell me if the tire was in. I could not get an advisor to speak with me. We went to the service center, to see if there was someone we could speak to. We never had an advisor speak to us. Instead we were told they had a tire of the right size but the balancer was down. We waited for about 45 minutes for someone to give us that information. The service worker who is not an advisor even told us we should go somewhere else. The tire is a safety issue. Our family has been very loyal customers for 20 years with over 20 vehicles being purchased through them and we have never been treated this way until now. Its very disappointing to be treated this way and that they do not appreciate our business. We just truly feel like weve been given the run around.

  Customer Answer

  Date: 07/08/2024

  We had to go get a tire from a different shop. We couldnt wait any more. Im just hoping this leads to an apology and a significant improvement in the way they provide service to other customers. 

  Business Response

  Date: 07/09/2024

  Good morning. I would like to say we are very sorry for the series of events that have taken place. We strive for great customer service and will continue to do so as we move forward. I have personally looked into this case and here is what I know. To start off when ************* arrived on 6/29/24 to have the tire issue addressed we were in a situation with our ***************** System CDK. They had been hacked and held for ****** which put us in a very vulnerable position with us having to go back to handwriting all of our work and trying to keep up with it without our computer system. None the less we should have done a better job keeping the customer informed. I know that the tire was not a tire that we stock and one of our local vendors had it in stock, so we had to have it ***** to us which it arrived on 7/5/24. I have check myself and the tire is here. Our tire balancer is now back in operation so we can finish this customers repair. Again, we are sorry for all of the unexpected chain of events but would love to make it up to the Kings. Feel free to have them contact me at ************ or by email at ************************************** Thank you.  

• Initial Complaint

  Date:09/22/2023

  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.

  On September 15,2023, I took my truck to be serviced at Bill Utter Ford. Invoice #******. I was told that they would check several different things ,this also include doing an oil change, service the ** / with a flush tire rotation, in other words they called it the works package, fuel induction service checking and changing out brake fluid....and so on the works package,after getting my truck back the air didn't blow cold air,the *** light came on and my truck bounced around like it was going to fall apart, I took it back on Monday the 18th of September 2023 and was told that I would have to spend another $150 for a full work up and that the truck was an older vehicle. I paid them $730.04 I went to AutoZone got two cans of Freon and put it in my truck and now the air runs fine, I went to a local tire shop and he balanced my two front tires and now it's not shaking and bouncing all over the place, why the *** light is on I don't know maybe not enough brake fluid. I don't mind paying my money for a service but at least render the service that I am paying for.I can attach receipts of the extra things I did to get my truck somewhat back, I would like a refund.

  Business Response

  Date: 10/03/2023

  ****************** visited our service location on 9/15/2023 to have an oil change and tire rotation performed on his 06 F150 with ****** miles. We offer a courtesy 27pt inspection to all of our customer to check for safety and maintenance items they may need attention. (Brakes, Tires, turn signals and Etc) After performing a free complimentary 27pt inspection ************** found 4 maintenance items that needed to be addressed. Fuel induction service, Cooling system flush, Brake Fluid exchange and Rear differential service. ******** was contacted by the advisor and given the ok to make the necessary repairs. ****************** paid and picked up his vehicle the same day. On Monday 9/18/2023 ****************** brought his vehicle back stating that ever since we performed the work on his vehicle the *** light was on, The A/C is blowing warm air, and the check charging system light is on in the dash. We got ********************** vehicle back in the shop immediately to determine if we had made a mistake or not. After my shop ******* to a look at the vehicle he determined that the cause for the charge light on was the fact the connector on the alternator to not be securely attached, and it appeared that someone else had just worked on the A/C system because it had a new a/c line that had been routed incorrectly and was kinked not allowing the a/c to perform as designed. As far as the abs light we were not able to verify that concern. ****************** was given the option to let us make a formal diagnosis, but he declined and took his vehicle. I have attached a copy of the ** from the returned visit. 

  Customer Answer

  Date: 10/03/2023

  I am rejecting this response because:   in good faith I paid nearly $800 and I am a dissatisfied customer, I was asked to give a survey of service, which I did that day, stating that ***** was very nice but the job was not.snap shots attached, no one replied to my text until Monday that's I Didn't take it back until then.only question, why would I give you more money when that's the reason you had my vehicle in the beginning? To do an oil change, check the ** and check any other issues. Diagnostically according to the paperwork that you guys gave me.

   

• Initial Complaint

  Date:06/05/2023

  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.

  April 4, 2023, I was sold a 2022 **** Explorer that had an open-safety recall that I was not informed about According to the information I found on my **** Pass, the recall had been unprepared since Nov. 2023 waiting for parts. It stated the parts were in. The safety recall stated the the fuel injectors could cause an engine fire. I would have never purchased the vehicle had the dealership informed me of the recall. I have been in dispute since requesting they buy the car back and return my downpayment. I had the car in for service before I found out about the recall for issues of the the car jerking, and not performing properly. Each tie the car was returned to me, it was worse including brake problems. I tried to et in to another **** Service department to be told I was 100 o the list to get service. The car is currently unsafe and I have been given the run-around at Bill Utter Ford, lied to and even blocked from speaking to management. For weeks the sales department gave me the runaround saying they would get me in another car. They put additional credit applications in on a car I was not given a chance to see or drive and ran my credit down. I was asked to pay an additional $6,000 to get in another car. I called the bank that financed the Escape and they said they were not contacted about swapping vehicles. They said they would have been happy to do so. I have a screenshot of the recall and text messages from the sales department stating it was illegal for them to sell me this car. Now they claim they fixed it in one of my service visits and can't duplicate the issues. The car even has warning signals on. I received 4 signals. I have tried last week again to speak with management and agin was blocked I sent an email and haven't received a response. I also made a complaint through corporate that went nowhere, never heard back. I just want return the car and get my downpayment back and have the nightmare of dealing with this dealership be over.

• Initial Complaint

  Date:05/24/2023

  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.

  Dropped my car off at Bill Utter Ford on 05 -01-2023 for transmission issue. Called for an update on 05-05-2023 and was told they replaced the clutch and was waiting on transmission control module. I inquired about a loan vehicle since they didn't have the required part. I called on 05-10-2023 and was told still waiting on part and working on a loaner vehicle. Called again 05-12-2023, no part no loaner. I txt the service advisor, **** on 05-16-2023 asking for an update on the repair and loaner. He responded in a txt stating that he would have an answer that day. I received no answer. I called **** customer relations on 05-17-2023 and explained this issue. They opened up a case and I was provided a couple of case numbers and was told that the service advisor would be calling me that day. I didn't receive a call. Here are the case numbers I was given.CAS-42858685-V0R3S8 CAS-********-J1V1L8-TCM

  Business Response

  Date: 06/30/2023

  Looks like that the part did come in and on 5/26 *************************** vehicle was completed and the customer paid and the rest was submitted to warranty - so everything has been taken care of.

  Let me know if you need any additional information.

  Thank you

  *************************** - Controller

  Bill Utter Ford