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:05/09/2025

  Type:Customer Service 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 12th i went into this dealership to test drive a vehicle I liked online. All went well with my sales rep Chris at pre-owned, until after I left the dealership not ready to purchase the vehicle yet. I was told by Christopher in finance nothing would be submitted until I was ready for the car with insurance to take it. I left & hadn't been back since April 12th. 5 days later, on the 17th I received an alert through my bank that the deposit was already initiated & the dealership had been paid for a car I didn't have. I called my bank to figure this out and they said that the dealer would have to pay back the loan since there was no sale/no deal/no car. I then called the dealer & a man from finance named JT told me on the phone with a man named Carver that nothing was submitted. As I was trying to tell him kindly & calmly that there is an active loan with proof the dealer submitted, simply asking for a fix, he was talking over me and I had to tell him to allow me to speak. I asked to speak to the man who helped me Christopher & he wasn't there. For a month I've been asking for this to be resolved and it doesn't seem to be urgent to them to fix. I called the bank for additional proof & they sent me submitted documentation by the dealership with a name of who sent it which was the same guy who said nothing was submitted, JT that they have on a recorded call. I am now upset because of this dishonesty here and lack of urgency. I no longer wanted to pursue this vehicle after this! Its been a month of trying to resolve this with no solution. The loan is accruing interest for a car not in my possession or sold to me. I had to research to find a manager in finance & found no updated info online. After almost 3 weeks, I got a hold of Klaudia on April 28th, the manager in finance and she said it would be settled in 3 days. It is now May 9th and I have not heard anything. I keep calling into the dealership and leaving many messages with the receptionists on this matter.

• Initial Complaint

  Date:03/05/2025

  Type:Order 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.

  Tomball ford has a vehicle advertised on their website at a price with dealer discounts.I requested a quote from them, received the quote with a lot of add ons, requested a new quote with just the advertised price, standard fees, taxes and my trade value.They sent back a quote sheet and the numbers were off just a bit, I requested that they fix and send back. For a week I have got the run around on not giving me the updated quote sheet. Then I called the general manager and a sales manager said they would take care of it, they called me and argued with me telling me they could send me the quote sheet because it was a legal binding contract. Then went onto say that they couldnt sell me the vehicle at the advertised price.

• Initial Complaint

  Date:01/08/2025

  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.

  I took my vehicle to Tomball Ford for service, My warranty covered all repairs then mid repair i was called by the service department to tell me they were going to charge me for overages on labor due to warranty not covering- because they are up charging 140% due to it being warranty work (per service manager) I asked for an explanation and was told its like medical insurance not always covered in full and the customer will be due the difference. but my warranty says they approved the repairs and charges then the dealership upcharges to make money and the warranty company says its price gauging and unethical especially with the FORD Warranty timeline shows a standard timeframe for repairs and Tomball Ford is going .6hrs over to make money

• Initial Complaint

  Date:09/16/2024

  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.

  We purchased a 2023 **** expedition from this dealership. Since purchasing the car has been serviced 7 times with no real resolution. No communication we provided on the length of time the service repairs would take so each time the car was in the shop for about a week and no work was done on the car. We have been on a waitlist for over a month waiting for a loaner car so they can put our new car with ****** miles on it in the shop for what they are estimating a month because they keep telling us they have no cars available for us to drive while they keep our car for at least a month. I have asked several times to speak to a manager but have not had any success getting to the bottom of this problem. The car over time is developing new issues with the transmission and other electrical issues.

• Initial Complaint

  Date:05/02/2024

  Type:Product 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.

  My 19 year old son was sold a used damaged truck that was passed off as New by Tomball Ford. Ive made several attempts to return the truck. But they say its out of there hands and belongs to the Bank.

• Initial Complaint

  Date:12/15/2023

  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.

  In November 2023 I brought my truck to Tomball Ford for an ABS warning. For over a year prior, I had brought the truck to them multiple times with a severe vibration symptom on the highway. I spent thousands of dollars fixing other items that didn’t correct the issue despite the shop foreman initially stating it felt like a wheel bearing was going out and subsequently saying the bearings were all fine. The ABS wanting ended up being for a bad wheel bearing that finally corrected the issue but the service advisor proceeded to argue with me via text message that the fix and symptom could not be related. She would not answer the phone to discuss the previous incorrect diagnosis nor did she ever call back. I spent about $1000 for the wheel bearing repair on top of previous costs. Then week later my check engine light came on. This service was covered under a Ford warranty and I told the advisor I wanted a call with updates on the repair. After my truck waited to be diagnosed for a week with no loaner car provided, I finally received the diagnosis. Via text message I was told that the part needed was on a 2 yr back order and I would need to find it in a junk yard despite the vehicle being under warranty. I received no phone call. I called and requested twice that the service manager call me back and received no return phone call. Ultimately, I called Ford directly, the part was found and the repair made. I was charged a $100 deductible per the warranty and again the advisor argued with me via text rather than talking to me. I spent countless hours looking for potential solutions on my own and again I had no loaner car. Reasonable customer service should involve a call, a call back and discussion of options, solutions, and explanation if previous repairs were misdiagnosed.

  Business Response

  Date: 12/29/2023

  All three repairs are for different concerns on the vehicle. After reviewing the repairs, I feel they are spot on with the diagnosis on the customer concern. We will be refunding the $100.00 deductible upon customer request for lack of communication.

  Customer Answer

  Date: 01/10/2024

  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.  
  

  The response provided by Tomball Ford is false. For over a year I had a complaint of accelerator vibration that made the vehicle feel unsafe. After several attempted repairs they did not resolve the vibration. Finally, they changed a simple wheel bearing which did fix the problem, but again this was after a year of driving on a bad bearing. This is the definition of a bad diagnosis. My request is only that they acknowledge the misdiagnosis, the fact that the vibration was due to the wheel bearing and use the information to help other customers in the future so they don’t get the same run around I did. 
  
  
  
  
  Regards,
  
  
  
  *******
  
   

  
  

  Business Response

  Date: 01/23/2024

  I want to email you that that case was indeed taken care of. The guest wanted his $100.00 deductible back due to communication with his Advisor. We have spoken with the guest and have written a check for him for the $100.00 and he has picked the check up already and was happy that we took care of him.
  
  Thank you 
  
  

  
  

  Customer Answer

  Date: 01/24/2024

  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.  
  
  
  See my previous message. They have not addressed all my concerns that were clearly stated in my complaint. The $100 refund was only in regard to the most recent issue but does not address the issues in full. I took the time to file the complaint formally and would like all the issues addressed. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/26/2024

  Based on our records we do not feel that we misdiagnosed the vehicle however we have made the customer whole by providing a refund to the customer in good faith as we do care about the customer and would like to continue our partnership in the future.

  Customer Answer

  Date: 01/30/2024

  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 

  please see my previous notes. The complaint I had for over a year was finally resolved by replacing a wheel bearing even though other repairs were previously made. This is the definition of a misdiagnosis. It’s unfortunate that Tomball Ford is too proud to admit this. 
  
  
  
  Regards,
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Traded in a vehicle using 6000 for down payment on trade and 13750 cashout to be paid to me after my trade in was paid off . 4 weeks later they have not paid off my trade in or given me my cash back just keep getting excuses

• Initial Complaint

  Date:12/01/2022

  Type:Order 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 purchased a 2013 ****** ****** from Tomball Ford recently, (11/18/2022) with the apex protection gps presale installed.the implication that was given was that there were no fees involved. Wrong, on the sales invoice there was a $750 "protection fee, but this was still not verbalized or pointed out as an add on.
  
  Having a tracking device on my vehicle that tracks my movements is not wanted," Is a direct violation of my right to privacy “. I did not order the device, I did not want the device, I do not want the device.
  
  I called Tomball ford on Wednesday,(11/23/2022) but because of the holiday and other commitments I was unable to get back with Tomball ford until Monday (11/28/2022) whereupon I was in contact with the financial director about the apex warranty and the gps protection plan.
  I was told, the warranty could be canceled if I filed out the proper paper work.
  The *** **** could not be canceled because it was hard wired to the car and the labor cost would be prohibitive to disconnect it, therefore I was stuck with the one year $750 fee.But I could cancel the contact after the contract runs out in a year. What a moronic concept is this his is? This is completely absurd.
  
  The vehicle is a good vehicle for a nine year old car it has good low average mileage it is a car that meet my needs (to haul a mobility vehicle) very well. When I purchased the car I was unaware of the $750 charge and thought I could cancel the *** ******** I can not understand such total refusal in removing an aftermarket third party piece of equipment and returning the $750 that was charged. That money is enough to make 2 payment on the car which means more to me than wearing about car theft, which according to my insurance company does not work very well in this region any way. Beside my Insurance company has stolen vehicle coverage.

• Initial Complaint

  Date:11/17/2022

  Type:Sales and Advertising 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.

  We ordered a 2 Door **** ****** on March 28, 2022. The build was specified and priced at $40,430 and a $500 down payment was collected. Invoice number 165745. I was told the order would be placed with **** Motor Company and they believed the vehicle would be delivered between October - December 2022. I called two weeks ago to follow up on the order. No clear status was given so I personally visited Tomball **** on Nov 16, 2022 at 12:20pm and asked to speak with the general manager… Josh *****. Josh took my paper work and figured out that no order was ever placed with ****. We then met with the inventory manager who said that **** closed all orders for ******s three week before I placed my order. Tomball **** took my money and never placed an order nor did they inform me that my order was never placed. Tomball **** also said that all ****** orders in 2022 have been rolled over into 2023 and no new orders will be taken at this time. I tried to remedy the situation with Josh ***** **… I stated “order the new ****** when **** allows but Tomball **** must honor the price I was given.” A down payment was transacted. Josh agreed it would be the right thing to do. I departed the dealership and was called later in the afternoon. Josh informed me that his boss at Tomball **** will not honor the price of my order. A higher price is now required. I believe this is a violation of the Deceptive Trade Practices law and Tomball **** needs to be called out and remedy their mistake.

• Initial Complaint

  Date:10/10/2022

  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 purchased a vehicle from this dealership and the check engine light came on immediately after pulling it off the lot. The check engine light was for a misfire, which almost certainly persisted prior to my purchase. This means the dealership covered up the check engine light prior to the sale.
  
  The dealership offered to trade in the vehicle for another since the issue was clearly on there end, however when I got there to do this they stated that they would give me 7000 less than what I paid for the car which is more than the repair itself.
  
  A similar situation occurred with a vehicle my mother bought from them before.