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:03/19/2025

  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.

  On 3/18/25 I decided to get my oil changed for the first time with yall. It was a pleasant experience until I got in my car and saw the crack in the middle of my windshield. I talked to both managers there and they both kept saying it was a rock chip that must of expanded in the car wash. As I told both managers I am not a rock chip expert but all I know is my windshield wasnt cracked when I arrived at the service department. It was also told to me that if they noticed the chip they wouldnt have ran it through the car wash. While saying this he pointed out what he said was another chip. Then my concern with this is apparently the employees arent checking the windshields prior to the car wash. Also, I have a car wash membership and just got my car washed and there was no crack created from this. Also, I never asked for my vehicle to be ran through a car wash. I feel that I came to your service department with good intentions and left with a cracked windshield. I dont feel I should be responsible for the crack in my windshield that happened while in their care and custody.

  Business Response

  Date: 03/25/2025

  Client had rock chips on windshield in different areas. The rock chip that was under the windshield wiper ran above the wiper and the client blamed us for the damage. We did not drive her vehicle off the lot   We got a price to replace the windshield of $685 for an aftermarket windshield and $985 for a factory glass. For structural reasons we recommended the factory glass replacement. The client declined both replacement options. 

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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 dropped my vehicle off to the dealership to do some repairs. While the vehicle was on the dealerships lot rodents ate wires up on the motor. The dealership is not making me pay the bill for the repairs. I do not have the finances to come out of pocket 1600 for an issue that I did not cause.

  Business Response

  Date: 11/18/2024

  Mr. **** has rodent damage to his wiring harness and engine failure. We gave him a quote of $3800 to replace the harness. We are waiting for the extended warranty to give approval on the engine. ******************** does not cover the rodent damage and he called seeking assistance with the rodent damage. We called him Friday and gave him assistance in pricing on the rodent damage to $1800 which is more than half. with the deductible and a battery he needed brought the total to $2250 he would owe. We feel we have been more than fair in assisting Mr. **** with his vehicle.

  Customer Answer

  Date: 11/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/30/2024

  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 and I purchased a vehicle on 9/2/24 and used a trade in on the purchase. The trade in was still being financed through **** auto. We called several times checking on the pay-off of the trade in because the car lot kept harassing over payment (We NEVER received communication from Waxahachie Ford, we always had to be the ones to make the calls). We kept getting told it was "being sent". On 9/30/24 I received notification from **** auto that my car was in repo status and that payment was due immediately. Shortly after, a repo company arrived at my place of business humiliating me in my office trying to take possession of the vehicle I haven't had in almost a month now. When I called the dealership after that, I was told the check was sent on 9/23. After proceeding to push for details, I was told the check to DATCU hadn't been cashed yet. When I inquired about why the check was sent to ***** and not MCMC, I got "uhhh". I was done at that point and asked to speak to a ** where I was told "The ** doesn't handle things like this". Waxahachie Ford not paying off our trade in in a timely manner is now affecting my credit score and livelihood.

  Business Response

  Date: 10/10/2024

  From investigating the matter at hand our findings are as follows...

  She called Monday cussing ******.  The front deal (that she isn't even on) was funded on 9/23.  ****** cut a check for payoff and overnighted that same day. It's lost somewhere.  *** never delivered the overnight along with other overnight packages from that day.  We stopped payment on the first check and hand delivered another check to **** ******* ******** in ********** on Monday September 30th.    Not sure what she is talking about us sending a check to the wrong lender as both checks were made out to the buy here pay here lot, *************************************. The original deal has to be funded in order to initiate the payoff which has been made.

  Customer Answer

  Date: 10/10/2024

  I am rejecting this response because:   The new vehicle was purchased 9/2.  Legally, you have 10 days to pay off a trade in, which was in my name so I had every right to call to inquire about this not being done.  If the deal hadn't been funded yet, communication should have happened from the dealership.  We shouldn't have had to call over and over and over.  I was specifically told by ****** that the check was written to DATCU, so if she gave misinformation, that is on her, not me.  Get your details together before giving a customer incorrect information.  The check was not hand delivered to **** until AFTER my husband called and told them a complaint was being filed.  

• Initial Complaint

  Date:09/03/2024

  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 bought a 2023 ********** **** Expedition (brand new off the lot) a year ago. Since then this vehicle has been in the shop more times than I have been able to drive the vehicle. This car has less than ****** miles on it. I have taken it to the shop for water pouring through the speaker in the ceiling and my sun roof still does not close, the front camera not working, for the radio screen going completely out, the body shop still has not fixed the rear sensors or put EXPEDITION on the tail gate, and now my battery is completely dead. This dealership does not fix my car completely when there is something wrong with it. It comes out with other issues every time I turn it in to get them to fix it. They even gave me a truck as a rental when they were fixing my vehicle and file a stolen vehicle report with Waxahachie PD even though they let me use the truck. They refuse to fix my car correctly and figure out what the problems are with this vehicle. Took my car up there today and nothing was resolved. I got threatened by ******* in the service department that I would not get a loner car to use while mine was being fixed if I wrote a review to you all(I have it on video). This establishment treated me like trash the moment that I stepped foot inside of the building and now my car will be sitting with them to get fixed yet again. They also quoted my car that they would only give me $56,000 for it. *** appraised it at $70,000. So they are ripping people off on pricing hands down. I make payments on a vehicle to use not to sit in the shop and be worked on constantly and for it to continue to be messed up. This car has never been the same since I drove it off the lot in April 2023.

  Business Response

  Date: 09/10/2024

  We got the client back in same day. We replaced a faulty sunshade under warranty for the sunroof. We then sent to the body shop for the rear parking sensor and expedition logo we had in stock and were waiting on customer to return. All 3 items have been completed and the vehicle was returned to the client 9/10/2024. Vehicle is completed

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because:   My vehicle was there yes three times and two of those times were for over a month the first time and the almost a month the second time. The third time was told it would be an oil change and then a 20 second fix on the sunroof.  Did not get my car back until a week later. The first time my car was in the shop I was put into a white F-150 by the sales man who sold me the **** Ranch to begin with.  This business made a police report that the vehicle was stolen.  I was threatened by the employee that if I said anything to the BBB I would not be helped because per the employee, "The ** does not like reviews." That entire conversation is on video. ZERO accountability on this business end.  

  Business Response

  Date: 09/18/2024

  We got Mrs. ***** back in with a sunshade not closing issue, and was very belittling to the Sales manager, service advisor and other staff. Everyone was aware she was recording, and we got her into a rental the same day she dropped off later that day. Once we diagnosed the sunshade assembly as the failure, we ordered the part and sent it to the body shop to replace bumper sensor and logo on the liftgate that they had ordered from the previous body repair. We replaced the sunshade and got the vehicle back to her. If Mrs. ***** is not going to be satisfied with repair process she can take it to other **** dealers in the area. We will be more than happy to take care of future repairs, but this need to be a good and fair relationship on both sides. We have made changes with process and personal to get better. If Mrs. ***** is willing to give us a fair chance, I believe she would see that.

• Initial Complaint

  Date:09/22/2023

  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.

  I purchased a **** Maverick truck that I had ordered months in advance. When it finally arrived I was charged a $499 delivery fee by Waxahachie Ford. The **** company already charged $1500 to deliver the vehicle to the dealer, and I drove to pick the truck up. The salesman told me he didnt know what it was for but I had no choice but to pay if I wanted the vehicle. I already waited 6 months for the special order vehicle. I feel I should be refunded the $499 delivery fee since a fee was paid twice for delivery

• Initial Complaint

  Date:04/20/2023

  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.

  I bought a vehicle virtually. They said they can deliver it and sign papers at the time of delivery. When they got here with the truck. They wanted me to *********** leave, I said let's go for a test drive. They seemed upset, during the test drive I wanted to get a copy of the contract printed so I went to my attorney and had him print it. While I was in his office the drivers come in the office and start threatening me that if I don't get in the truck they are leaving now. They said they don't wait for people to talk to there attorney before buying a vehicle. He said either sign the paperwork or I'm leaving now. I told him I'll be right out. While I was reviewing the doc I seen some fraudulent information that was type on the application. None of which was true so I crossed it out and put my initials and wrote correct info. Like 3 weeks later I get mail saying the bank didn't take my loan. Made no sense cause I hadn't heard from them at all. I had to file a claim on my truck I was buying a few months later cause some one stole it. When I got the bank to send me a copy of contact. It wasn't the one I signed it was a electronic signature of my name and wasn't my hand writing or what I agreed to at all.

• Initial Complaint

  Date:01/06/2023

  Type:Billing 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 took my E350 in to get repaired. I told them to fix the check engine light problem, which was fuel related. I also asked to get my sway bar bushing replaced. I mentioned to Jacob if they could check my compressor to see if it works but not to fix anything a/c related. When I was told it was ready, I was told the price was 1600. I went to get my vehicle and the price went up to 1800. So, I didn't get but I put 800 down. Feeling like something wasn't right I made a complaint with Ford Motor Company then got a call from Scott the manger and was told the price went up again to 2000. Come to find out Jacob said they fixed the a/c problem without mentioning it to me. Then Scott tells me the a/c isn't fixed. My thing is I new what I wanted done when I took my truck, cause I just spent 5000 with them earlier in the year knowing what I wanted fixed. Both guys are telling two different stories. They've changed the price on me 3 times.