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Business Profile

New Car Dealers

C.A. Russell Ford
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for C.A. Russell Ford's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A 2023 F-150 was purchased new with a extended warranty and gap insurance . Since then I have traded trucks and am seeking the refund of the remainder gap insurance , the dealership has since been sold . I am getting the runaround trying to retrieve the info needed to request the refund . I went to the dealer and they sent me to the bank with the loan . The bank stated I have to go through the dealer . The extended warranty has already been refunded ( remainder) .

      Business Response

      Date: 04/04/2025

      This happened after the buy sell and we do not have access to cancel any outside warranties or gaps purchased when we were Sunny King Ford.  **** ***** called **** Protect and they said Mr. ******* gap was cancelled in February and a debit card through ***************; with the refund amount was mailed to his address.  They do not mail out checks but instead use debit cards through Chase *********** If you need further explanations or want to see if the debit card has been cashed you may call **** Protect at 1  ************ or Chase **** at **************. I hope this info can get this matter finished.

      Thanks,

      ***** L. ********

      Office Manager

       

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Get the car fixed with warranty air-conditioning leak mist water on windshield transmission hesitate at times still has factory warranty ***** miles will not fix car until able to pay out of pocket can you help me

      Business Response

      Date: 05/06/2024

      ************ purchased a 2020 **** Escape on December 14, 2022. He traded in a **** EcoSport and rolled over $4,000 in negative equity. The bank where he financed restricted his loan with the backend, so he added the extended service contract to the *** repayment plan. In December 2023, ************ called *************** (*** repayment plan) and asked them to stop payment on his service contract stating he couldn't afford it. The problems he is now experiencing would have been covered under the extended service contract he cancelled. ************ came back to trade the Escape but with his limited income and negative equity in the vehicle we could not secure funding for him. We were not able to locate a vehicle that would absorb his negative equity and still be within the payment constraints the bank was willing to finance. This is an unfortunate circumstance for ************, but we do not believe we have done anything wrong and quite the contrary we have tried to help him trade out of the vehicle with no success again due to financing restraints. 

    • Initial Complaint

      Date:05/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Ford Fusion from Sunny King Ford in June of 2022. I want to preface that I have taken this Fusion nowhere other than Ford for service. Given that information, I took the Fusion to Ford Service Center for a check engine light on 5/02/2023. ****** at Ford Service Center proceeded to tell my wife a list of things wrong with the Fusion. ****** stated that it seems like someone else has been under the care, meaning that someone else has serviced the car and done poorly doing so. I informed ****** that the car has not been serviced anywhere other than **** ******* ****** ** **** ***** **** because it has a warranty. I have had this car serviced several times through Ford where diagnostics have been run and they have never mentioned anything being wrong with the car before this visit. ****** said parts were missing, wires had been cut, amongst other things. Again, **** ******* ****** *** ***** **** have been the only people to service this Ford Fusion. ****** called my wife on 5/3/2023 to let us know that the warranty only covered one item on the list of things wrong with the car. ****** also stated that the remainder of the repairs would cost around $900. With Ford being the only place this car has been serviced, I am entirely unaware of where or how all these repairs could have accumulated in a short period of time when the car was serviced a few months prior.

      Business Response

      Date: 05/08/2023

      Service manager, ***** ***** reached out to ****** ******** on Monday- May 8th, and requested that she bring the vehicle back to the shop to reinspect the issue for repairs. Customer agreed to bring the her vehicle back on Wednesday, May 10th at 4:15. The original concern is a check engine light and the original dianoses lead to a cracked vapor line. 2 lines need to be replaced but only 1 line is covered under her warranty contract that she purchased. We will assess the situation again and will update this case  after inspection on Wednesday May 10th. 

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