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:05/20/2025

  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 purchased a 2023 **** Bronco Sport less than 2 years ago.On May 2, 2025, the vehicle went into the dealership for warranty ********** of today (May 20, 2025), the vehicle has been in the shop for over 2 weeks, and I still do not have it back.I have been completely without a vehicle during this time.***** customer service told me they would cover a rental car up to $45/day.However, I was unable to find any rental for that price in my area.Despite multiple calls, **** has not provided further assistance or an adequate loaner.I am still making monthly payments on a car I cannot ************ corporate informed me that they cannot help further, which I find unacceptable for a new vehicle under warranty.

  Business Response

  Date: 05/20/2025

  Hello, the fixed operations director is in communication with the customer.

• Initial Complaint

  Date:05/12/2025

  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 turned in an old lease and got into a new lease for a **** Explorer at Planet **** in November of 2024. I paid a down payment and completed all necessary paperwork to return my old lease and get into my new lease. I was told that my old lease was completely paid off now that I was in a new lease. Several weeks later I received a bill from ************ stating I owed $617.16. I spoke with the finance manager at Planet **** and was told it was an error on their end as they did not notify me of wear and tear fees nor did they pay taxes on the excess milage. The wear and tear fee was $217.40 and the taxes on the excess milage fee was $399.76. The finance manager sent me a copy of the documentation indicating that it was Planet ****'s error as they did not account for taxes, meaning it is their responsibility to pay the taxes. Once I stated this fact to the finance manager, he stopped speaking to me and ignored my request to talk with a manager.

  Business Response

  Date: 05/13/2025

  The General Sales Manager is in communication with the customer.

  Customer Answer

  Date: 05/28/2025

  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.  
  
  I do not accept Planet ****s resolution as they called me once, blamed **** Credit even though Planet **** incorrectly completed the paperwork and assured me they would call back to get this settled. They did not call me back. This isnt a resolution to my problem. 
  
  Regards,
  
  
    ******** *******
  

  Business Response

  Date: 05/28/2025

  Upon lease termination, the customer signed acknowledgement that at the time of vehicle return, the vehicle inspection that is required by **** Credit and is conducted by a third party, enlisted by ***********. The inspection has not been completed and the amount due may not include all taxes, excess mileage, wear and tear or misc fees.  The customer will receive a separate invoice for such charges. See attached acknowledgement signed by customer. 

  Customer Answer

  Date: 06/04/2025

  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.  
  
  I reject this response as though I understand the vehicle had not been inspected yet, the individual who completed the form neglected to complete the form correctly. Under section 3 Customer Accounting letter E (Estimated Tax on Excess Charges) was left blank which resulted in me being charged extra unexpectedly because they did not complete the form correctly. I do not mind paying the wear charges becasue of the damage; however, I believe I should be reimbursed for taxes on the excess milage because they compelted the paperwork incorrectly. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/04/2025

  The customer signed the paperwork acknowledging that charges are not final and that any fees, taxes, etc. will be charged separately by the ********************* Credit. 

  This Vehicle Return Notification and Odometer Disclosure Statement is furnished to the dealership by **** Credit. Since our dealership is located in *****, the furnished **** Credit statement is based on the State of Texas's requirements. Our dealership can only abided by the rules and regulation of Texas, therefore, the taxes, "Field E"  was completed correctly based on the statement's requirements for the State of *****, which does not charge taxes for excess mileage.

  E. Estimated Tax on Excess Charges (D*0.0% - which is the amount in Field D is to be times (x) by 0.0%. So the taxes of $0.00 was entered correctly.

  Per **** Credit, any taxes due are based on the State's requirements of where the vehicle was originally leased.  The customer leased the vehicle in the State of ********. The State of New York does charge taxes on excess mileage, wear and tear. As such **** Credit invoiced the amount due.  

  If the customer has further issues, they would need to contact **** Credit directly. **** Credit is who determines and collects the charges.

   

   

   

• Initial Complaint

  Date:12/09/2024

  Type:Billing 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, November 29, my 21-year-old son purchased his first vehicle, a used 2013 **** Escape Titanium, from this dealership. Mr. **** ******* was our salesperson. I assisted my son throughout the purchasing process. Mr. ******* and later Mr. ********* informed us that the Accessories package was a mandatory addition for all vehicle sales at your dealership, though he did offer a discount when we questioned it. However, after reviewing the fine print, I discovered that the package is not mandatory and, unfortunately, none of the items benefit my son.The DNA package offers no additional benefits since his comprehensive insurance already covers him. The fabric protection is void due to existing damage to the seats, and the paint protection is unnecessary given the rust present on an 11-year-old vehicle. As a student, my son cannot afford the $1,198 cost of this package, which he cannot use. Therefore, I am requesting a refund to the credit card ending in 4100.I believe that Randall Reeds Planet **** would not want to take advantage of a hardworking student. Additionally, this is our first experience with your dealership, as we have always purchased our vehicles from **** ****. First impressions are important.I have reached out multiple times by phone, and e-mail and have not received any communication back. We would like the Accessories package refunded in full.

  Customer Answer

  Date: 12/12/2024

  This complaint has been resolved

• Initial Complaint

  Date:10/02/2024

  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 have a 2021 **** Mach E California Route 1. This vehicle has been at the dealership for over 2 months. All of the ****'s expert technicians do not know what is wrong with the car. **** manufacturer is refusing to do vehicle buy back. Meanwhile this car was financed through **** Credit current balance owed is $37,952.01. I currently have no vehicle and still paying a car note.

  Business Response

  Date: 10/19/2024

  The dealership is trying to assist the customer.  The dealership is under mandates of the manufacturer which is who the customer must reach back out to them.

• Initial Complaint

  Date:09/19/2024

  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.

  On 8/26/2024 I purchased a 2015 Ford Taurus from Planet Ford. I was assured that it only needed a headlight replaced for $750. I took the car to 3 paint and body shops and the estimate was $4200 to $5000 to get repaired properly. I was told by Planet Ford I could return the vehicle and I could get full trade in value, which I did on 9/12/2024. I then purchased a 2019 Sentra. I took it to 2 different mechanic and was told that it was a flood vehicle and has major electrical connection problems. I had the vehicle for 7 days and I contacted the dealership once more. I got the brush off this time by the salesman, the service manager and no response from the dealership director. I am a senior citizen in my 70's. I was mislead by the dealership by them showing what Car Max was going to pay for the cars. The service department had placed a new battery in the car and was aware that it had been flooded. There was thick mud and debris hidden under the battery and cowling. Ther is even dead insects inside the headlights. What is disturbing to me is that they sell their vehicles with full knowledge of defects but they do not disclose them. I was hoping to trade this car in (as before) for a car that actually WORKS. I do not expect the dealership to do anything for me, but it sure is a bitter thing that an old handicapped guy is taken advantage of. I am seeking any kind of dialogue or cooperation in this matter. Thanks.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that Planet Ford (Spring) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/19/2024 and assigned ID ********.
  
  
  
  Regards,  AND THANK YOU
  
  
  

• Initial Complaint

  Date:08/28/2024

  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.

  In May of 2024 our truck Ford F-150 broke down in the middle of the highway, engine stalled out and the truck just stopped. We called Planet Ford, the dealership where we bought it, and had the truck towed there for repairs.
  
  We called multiple times to verify the truck made it there and then for a week we called Rudy (RODOLFO N ******** *******) in the service department to get updates on the truck. Finally after several calls Rudy told us that they have no technicians available and that it will take 6 weeks of waiting just to have someone look at the vehicle and that there are no loaner vehicles available in the meantime. We never knew this was the case, he kept this information from us until pressed for info a week later. This is our work truck, we can't go without it for 2 months without a replacement.
  
  So based on that, we called Ford and had the truck towed to a different Ford dealership, and they took care of the truck and performed the repairs under warranty and fixed the vehicle.
  
  Now today, Aug 28th, Rudy from Planet Ford called 4 times with 4 different reasons as to why we have to pay Planet Ford $135. In order:
  - First he claimed it was a check out fee for checking the truck, which was false
  - he called again and said it's a towing fee
  - he called back and claimed Ford roadside assistance is only valid for 3 years or 36k miles
  - he called back again and agreed that it's 5 years or 60k miles so it would be covered
  - he called back again and claimed it was only covered if the repair was made under warranty
  
  The repairs WERE indeed made under warranty, at the second dealership that actually looked at the truck.

  Business Response

  Date: 09/03/2024

  The Fixed Operations Director has address concerns and processed the customer’s requested billing adjustment.  The service advisor who assisted customer is new and unfortunately  experienced miscommunications.  The dealership has used this as a learning tool for further education not only new advisors but existing ones as well.

   

• Initial Complaint

  Date:05/28/2024

  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.

  I brought my 2023 F250 into Planet Ford Spring Location, May 7, 2024, at 9:30. The floorboards have been holding water and enough to that I have to shop vac the floorboards at least once a week. I have asked about a loaner and was told they do not have any, then I asked about a daily rental reimbursement which it appears to say in my contact and additional warranty I purchased on the new truck; and was told they do not honor that. I have been told they ordered the parts and were expediting them. They keep giving me dates that the parts will arrive, and those dates come and go. There were initially no responses to my follow up emails and voicemails, then I started to receive verbal updates only when I would call and catch the service advisor over the phone. It's now May 28, 2024, and I am not receiving any updates from voicemails and emails again. The parts were supposed to arrive Friday May 24th and I started following up on Saturday the 25th in the morning. I have yet to hear any updates or estimated time of repair completion. I am learning I should have never purchased the additional warranty coverage since they cannot seem to honor or act upon repairing the standard warranty issues in any sort of reasonable time frame.

  Business Response

  Date: 05/29/2024

  The Fixed Operations Director is reaching out directly to the customer to communicate their issue.

  Customer Answer

  Date: 06/04/2024

  Better Business Bureau:

  I have not heard from the Operations Manager or anybody else.  I called again today and service told me that parts that where suppose to arrive last Saturday did not show up again and now they are saying another week for parts.  Same thing they tell me every time I call to follow up.

  
  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.  
  
  
  
  
  
  
   

  
  

  Business Response

  Date: 06/24/2024

  If customer could please contact Brad *****, Fixed Operations Director at 281-732-****

  Business Response

  Date: 06/27/2024

  customer vehicle was repaired and they have picked it up from dealership.

• Initial Complaint

  Date:05/14/2024

  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.

  Date of Transaction: Friday, 3.15.24
  Amount of Money I Paid the Business: $400
  What the Business Committed to Provide to You: Refund of $400
  Nature of Dispute:
  I purchased a vehicle from Planet 45 Ford and added a $400 tint job to the vehicle. They took the $400 and applied it as a down payment on the contract. After I signed the contract, I cancelled the tint job and requested my $400 back. After the contract was signed, I was notified on 3.27.24 by the Finance Manager that I owed more on my trade-in and owed them $543.66. (They failed to confirm the right payoff before I signed the contract). He stated he still had the $400 and could apply that, along with a $100 allowance the dealership would provide, so I would only owe $43.66. I responded on 3.27.24 to simply remove the "WearCare" add-on of $401 and with the dealership allowance of $100, I would only owe $42.66, so asked him to refund me $357.34 from the original $400 cancelled tint job. No response, so I followed up on 3.29.24. Still no response, so followed up on 4.2.24. Finance Mgr did respond on 4.2 stating that because the deal just funded, he couldn't make any changes to the contract. He stated he would go ahead and cover the payoff shortage himself. On 4.2.24 I asked him to confirm that would retain the WearCare and that my card would be refunded $400. I followed up 4.5.24 & 4.24.24 - no response. I have the email, which I attached. The business has made no attempt to resolve.

  Business Response

  Date: 05/15/2024

  The GSM, Aaron ***** contacted customer to refund monies.  Customer needs to let us know if they would like it mailed or they prefer to pick it up.  Aaron ***** contact number is 832-584-****.

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  
  I can pick the $400 check up made out to me. I just need to know when it will be ready, where to go once at the dealership, and who to ask for once I'm there.

  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:05/11/2024

  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.

  I relocated here about 3 months ago. I bought a brand new 2024 ford escape 1.5L st-line at that time from my hometown dealer. Unfortunately, my escape has the issues that seems to be more than prevalent in this car and engine, resulting in a posted service announcement from ford and numerous buy backs. I called planet ford and told them my escape was continuing to pop up the “engine coolant overheat” warning and has since escalated to now the wrench service engine light. Meagan looked up my VIN and quickly said oh yes I see service announcements on this and told me to bring it in then. GREAT! Was told 7-10 days they would need my car from the time we dropped it off… not sure why? How did she know 7-10 days without anyone even looking at it… is it just going to sit for 7-10 days? I told her this is my families ONLY mode of transportation and I have a child that requires to and from school, I’m a nurse requiring to and from hospital, and my husband is in the army and requires travel for that. I was told they had no loaners and wouldn’t for months and was set up with the last ford hertz rental had for $45/day so I could attempt at rental reimbursement. “It’s a long process, I’d call now and see”…. Umm what? Why is there not a program that has ford covering those rentals when we get them? We had to front $650 yesterday to get a required rental from hertz so my family can continue to function. Now I have bills I can’t pay. Called the 1-800 number Meagan gave and was told they can’t guarantee payment and won’t begin to discuss any possible reimbursement until once car is diagnosed and returned. So if I had not taken the money from another bill or two, I would just be without?! Missing work? Missing pay? Son missing school? Husband missing required travel? The car having the known issues should have already been taken back by ford. Now I am without a covered loaner, and unable to pay all my bills. And will do this every time this car does this and comes back? Ridiculous.

  Business Response

  Date: 05/29/2024

  Please contact the Fixed Operations Director, Brad ***** at b*****@planetford.com / 281-732-****

• Initial Complaint

  Date:03/28/2024

  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.

  Bought a brand new Ford F 250 in December of 2022 from the dealer, the vehicle has been back multiple times back to the dealership with the same problem and has been in the shop up to 03/28 accumulative of 66 days at the dealership with the same problem and is currently still in the shop. This is a business truck and affects my business. I submitted a claim directly to Ford and they denied my lemon buyback, up to now the dealership can not troubleshoot the problem and informed that even Ford can not find the problem as this is an electronic fault. I am highly disappointed in there service and it took me up to 7 times calling Ford directly to get this resolved without any success.

  Business Response

  Date: 04/04/2024

  Would like the customer to contact Brad *****, Fixed Operations Director at 281-732-****