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:03/15/2025

  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.

  I visited this dealership because it was the only one within 50 miles that had the Mach E GT available at the time. Initially, I was satisfied with my purchase experience.During the purchase, I was informed that I qualified for the used EV tax credit, which influenced my decisions regarding trade-in and negotiation. However, as a first-time EV buyer, I trusted this information without doing my own research. It turns out, the qualification for the tax credit is based on Adjusted Gross Income (AGI), not after-tax income as I was told.Additionally, during the negotiation process, I was asked multiple times about how much I made in the current year and the previous year to help make the deal work. This further contributed to my confusion about the tax credit qualifications and the overall ***********, during tax season, I am facing unexpected costs because I have to repay the credit. This situation has led to financial loss, including the trade-in value that was reduced due to the anticipation of the tax ********* attempts to clarify this with the sales manager and ** have been frustrating and unproductive. The sales manager, who reportedly owns an EV, was unable to provide accurate guidance or advice. Similarly, the GM's suggestions, such as filing taxes as Head of Household when I am single, demonstrate a lack of understanding of my situation.Despite making multiple calls, I have received no helpful resolution from them. Overall, I am disappointed with the misinformation provided and the lack of support from the dealership regarding this significant financial matter.

• Initial Complaint

  Date:01/07/2024

  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.

  In September of 2023 my 2012 Ford ***** malfunctioned and we found out it fell under a recall ford has issued. We had the vehicle towed to Malloy Ford of Winchester to complete the repairs. Lindsay told us they did not have any rental vehicles available, but thanks to a social media platform, I knew car dealerships are either required to provide a rental vehicle or reimburse consumers for rental vehicles if the repair is due to a manufacture recall being repaired. My wife explained this to Lindsay and Lindsay told us Ford had a deal with ***** for a $40 per day rental so we agreed to wait until Monday to get the rental when they opened even though it was Saturday and this left our busy family with 1 vehicle- we were able to make it work. We were notified my Ford was ready to be picked up so we returned the rental and brought the receipt to Ford when I picked up my vehicle. We were told it could take about a month to get reimbursement from the manufacturer. There has been a lot of back and forth with when we will receive a check and we still have not received a check. Lindsay let us know via voicemail a check was being mailed for $320 which did not cover the taxes for the rental, but it is now January 2024 and we still have not received the reimbursement check. We have made many attempts to get this sorted out. I am submitting a copy of the charge from Hertz for the full amount of $355.43 as well as a screenshot of the voicemail that was left on my wife's phone on October 11th. We are seeking full reimbursement of the $355.43 in a timely manner.

  Business Response

  Date: 01/09/2024

  We understand unforseen repairs and recalls can be frustrating and we do our best to convey the manufacturers process and procedures.  I did look into the issue regarding the vehicle in for the 20s30.  I have attached the actual dealer bulletin as well as the owner letters that are sent by Ford directly to the consumer.  The dealer bulletin is what the dealership use to follow protocol with repairs and rental vehicles.  This particular recall did not advise or automatically authorize a rental vehicle during down time or repair.  Please refer to page 4 of the dealer bulletin.  They have to specifically get an exception for rare instances for a rental or reimbursement of a rental.  In this case they were able to secure the reimbursement but Ford does not reimburse taxes.  Strictly the actual rental fee in recall and standard warranty repairs.  Furthermore, also attached is the owner letter which actually has the ability with this recall to first to a self inspection and then bring to dealer if fails that inspection.  Like many recalls that do not initiate a rental it is usually because they are only needed for less than 1/2 a day to correct therefore not warranted for a loaner.  In this case because of the delay in getting the refund back to the customer thru Fords red tape I have gone ahead and issued the full payment including the tax but please note that is a goodwill from Malloy not the recall requirement.  I have requested your check be sent overnight today and you should have it tomorrow.  This should conclude this matter to your satisfaction and hopefully shed some clarification of the recall process.   Please feel free to reach me directly if you have any further questions or concerns and we look forward to servicing your needs in the future.    

  Thanks,

  *********************

  General Manager

  Malloy Ford Winchester

• Initial Complaint

  Date:01/30/2023

  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.

  Purchased a vehicle from Mallory Ford and a month later the car was reported to ****** and MVA with incorrect mileage.

• Initial Complaint

  Date:12/14/2022

  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 bought a 2020 Ford ****** from Malloy Ford back in April of 2022. Before I bought it it had a front end suspension noise that I told them I wanted fixed before I bought it. The day I went to by it to had not been fixed. I was told just to bring it in one day when I had time and explain what happened. Needles to say it was in the shop 4 times for the came issue and still has not been fixed. then I was interested in trading the fusion so I went in to get an estimate on how much money of the extended warranties that I took out on the car I would get back. told the sales manager and the sales guy that I DID NOT want to cancel that u just wanted an estimate on how much I would get back. I go under my account to pay my car payment and found out they had sent the cancelation about to the back and cancel my warranty. the sales guy understood that I only wanted an estimate but it still got canceled. The General manager is trying to say its my fault and that I might not get my warranty back. I would be so irritated if my car was fixed in the first place.

• Initial Complaint

  Date:10/22/2022

  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.

  So I bought a 2021 Ford ****** the vehicle only has about 6,000 mi on it we started having a grinding noise we took it down to Malloy they fixed they put new drive shafts in it well they gave it back to us it still had the same noise so we took it back when we took it back they said that they overlooked that the inner bearings on the drivetrain was bad and that they would have to replace it well they ordered it I called them about 3 weeks after that they ordered it and they told me that the part was on back order they don't know when it's coming in it doesn't have a day they can't do nothing about it so I asked him for a loaner vehicle until they got the part in because as of right now I can't drive the vehicle so now we're at 4 months and I call again today and they told me that it's still on back order they don't have a date when it's coming in they won't give me a lunar vehicle to let me drive while my vehicle is sitting in my yard not being able to drive and here I'm making I'm having to make a payment on it every month on a vehicle that I can't drive so I need help and getting ***** to either get the vehicle fixed or give me a loaner that I can drive cuz I'm paying almost $700 for a vehicle that's just sitting in my yard

  Business Response

  Date: 11/19/2022

  Good Afternoon 

  I will be happy to look into this Monday with my Service Director and get back with you.  I did not see a previous email with the initial complaint.  I did however have this reminder email in my inbox.  Please allow me until Monday to research and get back with you. 

  Thanks

  Lisa

  Business Response

  Date: 12/10/2022

  I understand how frustrating it is to have a vehicle that is practically new have issues.  The manufacturer dictates the repair and rental process.  In this case the reason a no charge rental car is not available is because Ford does not deem this to be a safety or drivability issue therefore they will not approve a rental vehicle. If we have are able to secure one thru ********** unfortunately it would be at the customer expense in this case.  We apologize if we did not explain it well and there is not more we can do.  When it is a drivability or safety issue Ford does extend a rental vehicle during the vehicle down time for repair or back order parts.  Please let me know what else I can do to help or clarify.  

  Thanks

  Lisa