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:07/21/2023

  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.

  There was a recall issued on my 2018 **** ******************* I took it to the dealership for the repairs. They fixed 1 part of a 2 part problem. Now that Im trying to get the repairs complete they are telling me that they will not offer any assistance. It was a recall to repair all 4 cam phasers. They only reset them. The problem still exists and after talking with a ************ employee I was told that they had records of resetting the phasers but not replacing them. Then I was told that it was outside the extended warranty and they would not do the repairs free of charge under the recall. The service guy even told me they should have fixed it the first time because **** new resetting the phasers wouldnt fix the problem

  

  Business Response

  Date: 08/17/2023

  *** guest arrived initially on 1/28/2022 with ****** miles for this concern. *** warranty extension provided by **** to cover replacement of the cam phasers expired at ****** miles. *** guests next visit was at ******* miles on 7/8/2023. ***re simply was no coverage from **** for this concern at the time of their first visit. It is out of the ability of the dealership to authorize this repair without instruction from **** to do so. To receive any further assistance with this repair, the guest will need to contact **** customer assistance. 

• Initial Complaint

  Date:05/30/2023

  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.

  March 2023 I took my 2019 **** F-150 to Woody Anderson Ford to have **** Safety Recall Notice 21S53 performed. **** indicates this a less than half hour job. I had to leave the truck for two days as I was told they had to order a part. I picked the truck up and drove it home only to find the rearview camera no longer worked. I took the truck back to Woody Anderson with this complaint and was told the work they had done could not have caused the camera to disfunction. I finally agreed to pay half the cost of having the camera replaced and was told they had the parts in stock. I had to make another appointment to return the truck and when I did, I was called later that day to say they had to order a part. This delay caused me to be late starting a 6-month trip that I'd talked with them about in advance and was assured the repair would be completed in time for me to leave as planned. The repair was completed the day I was to have left early in the morning; I left in the late afternoon. Within 24 hours of leaving Woody Anderson Ford, the camera no longer worked. I asked a friend to look under the truck near the tailgate and he found dangling wires and that the spare tire was dangling, not correctly attached. We were able to have the camera repaired at a **** dealership in ***********, ** (far from home in **********, **) at a cost of $1,358.91. This repair, plus other expenses I've incurred as a direct result of work Woody Anderson Ford did on my truck have cost me, to date, $2,051.71. This is detailed in the attached files. Additionally, the Safety Recall I requested they perform was NOT done and the tailgate has fallen open (the recall corrects this problem) and caused damage to the paint since I had the truck at Woody Anderson. I have not had this repaired but want them to commit to covering the cost of this repair. I still have to have the Safety Recall done by a **** dealership somewhere.

  

  Business Response

  Date: 07/05/2023

   We called and talked with ********************* concerning her issues with her vehicle on the week of May 29th. We apologized for all her inconveniences and told her we will be glad to reimburse her for all out-of-pocket expenses that she requested. I then confirmed with her that she wanted me to mail the check to her home address and she had someone collecting her mail while she was out of town. She appreciated the call and reimbursement, and she told me all is good. I wrote the check request on 5/31/23 with her name and address and mailed it to her. I double checked to make sure the check was mailed, and I found out it has cleared the bank. 

  Customer Answer

  Date: 07/07/2023

  First, I am not a Mrs. as indicated in Woody Anderson Ford's response.  Second, I never spoke with them.  *********** manager called and left a voice message on my cell phone on Memorial Day.  I called him back and left a reply on his voice mail.  I did not say "all is good" or anything along those lines.  In my reply, I simply said, "Please mail the check to my home address, I do not need to talk to you."  Even when doing what is the right thing, these people still have to lie.  Yes, I received the check and it has cleared the bank.  This matter is closed.

• Initial Complaint

  Date:04/18/2023

  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.

  In May, I purchased a 2018 **** Escape from this dealer. At that time an extended warranty was also purchased. On 11/26/21 my "Power Train system Fault" error message came upon my **** pass app. Since then, it has been in for service for the same thing in March 2022, April 2022 and May 2022. I immediately called the **** dealership to tell them I am dealing with the same issues and was informed initially that they could not do anything without seeing the error message on the screen. In the meantime, I am unable to drive the car due the problem occurring only when driving and stopping. Once again I was informed of the good new and bad news. Good news is that it is covered under the warranty, but they cant even put me on a rental list until they have possession of the car. In the meantime, I am still out of a car. I cannot afford the car payment of $295 and a rental car as well. I need my car to get to work over 50 minutes from where I live. I don't need an apology, I need a car so that I do not lose my job. After over 20 years of patronage, I dont recall service being this awful.

  

  Business Response

  Date: 04/19/2023

  We will be calling ********************* and have her bring her vehicle into our service department soon as she is able, and we will supply a loaner vehicle for her to drive while her vehicle is here, being repaired.

  Customer Answer

  Date: 07/19/2023

  On the original complaint I was able to receive a loaner from them.  However, the car had to returned for repairs again on June 19th.  Once again I was without a car until July15th.  This time, they made no effort to give me a loaner vehicle.  This placed me at a considerable hardship financially.  Telling me "I apologize" and "I understand" did little to solve my transportation issues.  Also, finding out that the car literally sat there for weeks before they even diagnosed it on July 11th.  

   

  Customer Answer

  Date: 07/26/2023

  Yes it has.  We picked it up last week.  Thank you for following up. 

• Initial Complaint

  Date:09/22/2022

  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.

  I dropped my car off with Woody Anderson Ford on August 13th. I knew it wasnt going to be a quick turn around, but its been 6 weeks and I still get inconsistent updates. They said they cant give me a loaner, and are not giving me much to go on as when my car will be ready. One says this week, a week later someone says something completely different.

  

  Business Response

  Date: 10/03/2022

  Vehicle was diagnosed with coolant intrusion and requires short block replacement.  Shorter baffle bolts were needed and had to be ordered (new short block sent requires shorter baffle bolts) we could not reuse the original bolts.  Oil pump pick up, seal around it was flattened, part was on back order had to order the oil pump pick up.  Intake phaser (original part being reused),during the timing procedure, the cam began slipping.  At this time the intake phaser was determined to be defective.  Timing belt did not come with service kit with short block. We are currently waiting for intake phaser now.  Post COVID, we have experienced abnormal manufacturer parts delay issues. We sincerely apologize for these delays.

• Initial Complaint

  Date:07/12/2022

  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.

  Transaction occurred on 6/24/2022. I went to Woody Anderson Ford in *******, ******* after receiving a check battery charging system" warning in my 2013 ***** Traverse. The service advisor, *******************, told me that my vehicle had a bad alternator, and needed replacement. I agreed to the service. I paid $906.93 for this service to be performed. Upon completion, as I was leaving the service center, I noticed that my A/C system was not functioning properly. I went back into the service center to let them know what was happening. They placed my vehicle back into the service bay to check out the problem. A short time later, I was informed that my A/C system needed refrigerant. I agreed to let them perform this service. A short time later, the service advisor came in to tell me that I now had a leak in my A/C system, and would need a part that could not be obtained until the next day. As we were in the middle of a trip, I decided that I would not wait and decided to return to my sister-in-law's home (a few miles away). Upon arriving at her home, I noticed that my car began to overheat, so I made the decision to take it to ********************************************************* in **********, **. This was about 9 miles from my sister-in-laws home. The service advisor, *************, informed me that it would be 3-5 work days before they could work on my car. Due to this fact, I had to rent a car to continue my trip. Upon my return, I was notified by ********************************************************* that the problem I was having was caused by the cooling fans having been unplugged. I was told that this had to have happened at Woody Anderson Ford, while they were servicing my vehicle. ******************************* charged me $165.00 to diagnose this problem, and to plug in the cooling fans. When I confronted Woody Anderson Ford about this, they denied any wrongdoing, and accused me of trying to get money from them for nothing (by the Quick Lane ******** ***************************). Quick Lane is the service arm of Woody Anderson Ford.

  

  Business Response

  Date: 07/13/2022

  We will reimburse customer the $165.00 and do apologize for the inconvenience. 

  Customer Answer

  Date: 07/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************