Complaints

This profile includes complaints for Ford Motor Company / Consumer Affairs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ford Motor Company / Consumer Affairs has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ford Motor Company / Consumer Affairs

  PO Box 6248 Md 4 S Dearborn, MI 48121-6248

  
• 

  Ford Motor Company / Consumer Affairs

  PO Box 6045 Dearborn, MI 48121-6045

  
• 

  Ford Motor Company / Consumer Affairs

  PO Box 6248 Dearborn, MI 48121-6248

  
• 

  Ford Motor Company / Consumer Affairs

  PO Box 6248 Dearborn, MI 48121-6248

  
• 

  Ford Motor Company / Consumer Affairs

  1 American Rd Dearborn, MI 48126-2701

  

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:05/01/2023

  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.

  I am leasing my car through Lincoln Automotive group and my lease has ended I did extend my lease one month already because i was healing from surgery. I called Lincoln to see if I could extend my lease one more month and I was told no. My only option was to buy the car I have and come back in a month when the new cars arrive at the dealership. I have been a Lincoln and **** owner for the last 25 years. When I went to the dealer to find something new they have no new cars to purchase or lease. I ask Lincoln to extend my lease because it's not my fault there are no cars. They said my only option is to purchase my car and come back and do this over again in a month when cars arrive. Why do I want to do this when the equity in the car I have could drop to nothing buy the time they receive cars will be losing money. When I could just get an extension on my lease.

• Initial Complaint

  Date:04/08/2023

  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.

  I purchased a 2022 Lincoln Corsair from Landmark Lincoln ************. I noticed that when using the sync system the call and audible app would play both, I can hear the call as well as what ever is playing in the app does not mute. I have spoken with both the dealership as well as Lincoln to resolve the issue but it has not been resolved.

• Initial Complaint

  Date:04/04/2023

  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.

  I contacted a local **** dealership in regards to ***-****** because my truck exhibits SOME of the issues in the **** My truck, however, doesn't stop making the noise at all when the engine is warmed up. The noise is always there. During driving in the 1500-2000 RPM range, it literally sounds like components inside the engine rattling around. I explained all of this when I arrived at the service department. I was contacted by one of the service techs about 3 hours after dropping the truck off. He informed me there would be a charge of $120 for the diagnostic testing and the *** reflash of the *** due to my bumper to bumper warranty being expired. I didn't think that sounded right either, as the need for the *** is an engine related issue. So, I asked him if he had encountered this *** request before and if it actually stopped the noise (because it's well documented online that it doesn't always work). He informed me that he had never done the *** I was requesting before and couldn't tell me if it would work or not. I asked him what would be the next step if that didn't resolve the issue and he referred back to it being a normal issue. The existence of the *** alone tells me that it is indeed not normal. At that point, I opted out of spending the money on something that would possibly not fix the issue and also due to the fact that there were no further troubleshooting/repair procedures to follow up with if it didn't fix the issue. I then took my truck and left. I have contacted **** customer support directly and they are advising me to do the exact same thing that I have already done. The dealership offered no options for a resolution, aside from trying their fix and if that doesn't work, oh well. Sorry, not sorry is basically Ford Motor Company's response.

  Business Response

  Date: 04/06/2023

  Re: ********************************; Complaint: ********; VIN: *****************
  
  Dear ***********************:
  
  A complaint was filed with your office by Mr. ***************** regarding her 2018 **** F-150.You asked Ford Motor Company to review and provide your office with our written response. Our Consumer Affairs Department has reviewed ********************** concern regarding the engine noise and his request for the vehicle to be repair,repurchased or replaced.
  
  Upon further review of ********************** vehicle, it appears not to meet the State of *************************** law guidelines for a repurchase or replacement. Based on this information we will not be meeting the expectation of repurchasing or replacing Mr. ***************** 2018 **** F-150.
  
  If Mr. ***************** experiences any concerns with his vehicle in the future, we recommend that he contact the dealership immediately for prompt inspection and repair.
  
  Thank you for bringing this matter to our attention.  Please consider this our final report
  
  Sincerely, 
  
  
  ***********************
  Consumer Affairs Legal Analyst 
  
  cc: ********************************
  *****************************************************************************

  Customer Answer

  Date: 04/14/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]  I have read the reply from ****.  I currently have a service appointment scheduled for 4/21 at 9a.m. at ********************, Va to have the *** applied to attempt to repair the ISSUES with my truck.  I would like to know what the next step in the process is for **** if the *** doesn't resolve the problems.
  
  Regards,
  
  ********************************

• Initial Complaint

  Date:03/14/2023

  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.

  i bought a 2018 for f 150 brand new I have had continuing problems with my brakes . i have had to do complete brake jobs 3 times in 4 years last one was 1200$ i have ****** miles on the vehicle . I have called **** several time with no compensation and or getting to the root of the problem . they dont seem to care whats going on with my truck . i spent over 2000$ in brake jobs . i spent ***** on this vehicle . please help me thx *******************

  Customer Answer

  Date: 04/04/2023

  ***************** **** F 150 

  Business Response

  Date: 04/06/2023

  Re: *************************; Complaint: ********; VIN: *****************
  
  Dear ***********************:
  
  A complaint was filed with your office by ************** regarding his 2018 **** F-150. You asked Ford Motor Company to review and provide your office with our written response. Our Consumer Affairs Department has reviewed **************** concern regarding the brake repair and his request for repair assistance. 
  
  The review indicates that ************** contacted Customer **************** and the Customer Experience Specialist advised him there were not any programs available that can assist with a brake repair. We believe this decision was appropriate.If ************** experiences any concerns with his vehicle in the future, we recommend that he contact the dealership immediately for prompt inspection and repair. 
  
  If you have further questions or concerns, you can reach our **************************** via chat Monday - Friday 8:30 AM -10:00 PM EST and Saturday/Sunday 11:00 AM - 7:00 PM EST. You will find our chat option on www.ford.com/support, look for a blue LIVE CHAT bubble near the bottom right-hand corner of the screen. You can also reach our inbound phone team Monday - Friday 8:00 AM - 11:00 PM EST and Saturday 8:00 AM - 8:00 PM EST (closed Sunday) at **************. Hearing and speech impaired callers can contact the Telecommunication Relay Service by dialing 711.
  
  Thank you for bringing this matter to our attention. Please consider this our closing report. 
  
  Sincerely, 
  
  
  
  ***********************
  Consumer Affairs Legal Analyst 
  
  cc: *************************
  PO Box 96
  ***********, ** *****

• Initial Complaint

  Date:02/07/2023

  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 own a 2019 **** Festiva. There is only ***** miles because I have been ill three brain tumor surgeries and couldn't drive. I now can drive so I took my car to **********************. I have the extended warranty they paid for two minor things, and my fee was ****************, the bill is ******. I had points I thought ****** I believe but **** the service manager said there not there. I called **** points and explained my car only has ***** miles and explained why, told her I cannot pick up my car because they took my points away. She looked and very sarcastic told me you should have used them. I again explained why I couldn't, she said too bad you should have and I am not getting back. I said I read online you did other people. She said yes but not you!! I have no way to get to doctors now. I cannot afford to pay for my service now because they took my points away last month. I am so upset. No one cares anymore. *****************************

  Customer Answer

  Date: 02/08/2023

  Please cancel I am all set thank you to ****

• Initial Complaint

  Date:02/04/2023

  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.

  I bought a new ********************* Dec of 2020 since then I have had the following issuesRestraint system failure driver side 2 trips to the dealership to fixRestraint system failure pass side 2 trips to fixTrim around driver seat replacedNavigation issues been in at least 5 times and still doesnt work right The pass window got stuck down Currently the horn started blaring at night in the locked garageThe hatch on the back will not unlock rightThe warranty is running out in 700 miles. It has ***** miles on **** goes in 2 weeks to work on the hatch and the navigation againThe dealership admits they have never seen one with so many issues I asked **** to buy it back and was denied Ive asked for to extend my warranty at no cost denied. Basically was told there is nothing they can do to help me. They even told me to call the BBB. All documentation of service should be available at ********************* ******** **

  Customer Answer

  Date: 02/08/2023

  *****************
  This is my VIN

  Business Response

  Date: 02/13/2023

  February 13, 2023
  
  
  
  Better Business Bureau ************************
  Attention:***********************************
  20300 *******************************************************************************; 48076-6409
  
  Re:***************************; Complaint: ********; VIN: ***************** 
  
  Dear Ms. **********: 
  
  A complaint was filed with your office by Ms. ***** regarding her 2021 **** Explorer. You asked Ford Motor Company to review and provide your office with our written response. Our Consumer Affairs Department has reviewed Ms. ***** concern regarding the restraint system failures,and her request for an extended vehicle warranty. 
  
  We have attempted to contact **************, to no avail.  However, we are in the process of providing an extended warranty for ************** vehicle.
  
  If you have further questions or concerns, you can reach our **************************** via chat Monday - Friday 8:30 AM - 10:00 PM EST and Saturday/Sunday 11:00 AM - 7:00 PM EST. You will find our chat option on www.ford.com/support, look for a blue LIVE CHAT bubble near the bottom right-hand corner of the screen. You can also reach our inbound phone team Monday - Friday 8:00 AM - 11:00 PM EST and Saturday 8:00 AM - 8:00 PM EST (closed Sunday) at **************. Hearing and speech impaired callers can contact the Telecommunication Relay Service by dialing 711.
  
  Thank you for bringing this matter to our attention.  Please consider this our closing report.   
  
  Sincerely, 
  
  
  
  *****************************
  Consumer Affairs Legal Analyst 

• Initial Complaint

  Date:12/31/2022

  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.

  We own a 2020 ******* Navigator still under warranty. On November 23, 2022 we were driving on an interstate about an hour east of ********* when the sunroof exploded. It sounded like a shotgun blast and glass shards rained on our children. There was no strange weather, no impact, or other cause. Web research has found this is a known **** issue.************************************************************************************************************************************************************************************************************* has refused to handle this under the warranty. The repair cost is estimated over $2500 and they have offered $1500.

  Customer Answer

  Date: 01/06/2023

  Thank you.  **** has agreed to cover costs, so the complainant is resolved.

• Initial Complaint

  Date:12/07/2022

  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 2019 my husband and I bought t a brand new **** Escape expecting it be ************** started acting up within a year. I took it to **** a couple of times they told me it was fine. Finally now we are at the point of the transmission going completely out of it. At the time of dropping it off or had around ***** miles on it. They informed me that if it went over ***** they would not cover it with the warranty. Even tho this is a problems a lot of owners of this car has. So we dropped it off in September to be fixed. My car sat there until December because they could not get the parts to fix it. Said it could take atleast 6 months. In the mean time instead of offering me a rental on them. Because this is clearly a problem they are very aware of. They told me I would have to pay for the rental which would cost $900 every 10 days. Then after it was fixed they would give me the money back. But they had no clue when it would be fixed. So not only am I paying. $307 car payment I also am paying insurance on a car that is sitting in a parking lot. . Then they wanted me also pay the $900 every 10 days. I can not af**** that. I have tried to explain that to them. Then there next option was a buy back which sounded great except they must be confused on how that works. Their buy back offer was me giving them my practical brand new car and paying them ****. How is that a buyback? Its me paying them to take a lemon off my hands that I have already paid way to much for. I dont understand how they keep getting away with this. I have read about several lawsuits against them. And that they r very aware that the transmissions they r putting in there cars are junk. I believe there is such thing as a lemon law and Im not sure how to go about that. They have not be helpful at all. I work hard for my money so when I got that car it was to last a while. **** does not care that the average person cant af**** to spend that much money a month. Please help me.

  Customer Answer

  Date: 12/16/2022

  4JGDA5HS2TXO8322

• Initial Complaint

  Date:11/03/2022

  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.

  My 2014 **** Focus Transmission Control Module went out. Took it to *********** in ******** **. It sat there for 5 months because they could not get the part. I needed a car to go to work and back. I told them I would buy one on the internet and they could put it on and I was told they would not install it if I bought it. So I towed my car home and bought a Tranmission Control Module and put it on myself and my car runs like new. I ****** customer ********************** in ******* ** and was told to send the informatiom for the car and a receipt for the new part and they would reimburst me so I sent it to ********************************* as I was told by the person I spoke to on the phone. Now I was told today they dont do that because **** did not install it. They would not install it. It cost me $482.27 plus they should pay be for installation since they would not do it.

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  
  
  ***************************
  Better Business Bureau
  20300 ***********************************************************************; 48076-6409
  
  Re:***************************; Complaint: ********; VIN: *****************
  
  Dear *************:
  
  A complaint was filed with your office by **************** regarding his 2014 **** Focus. You asked Ford Motor Company to review and provide your office with our written response. Our Consumer Affairs Department has reviewed ***************** concern regarding the Transmission Control Model (***) that was on backorder and his request for Ford Motor Company to reimburse him for purchasing the *** on the internet and having it installed at a non-**** shop. 
  
  All current and former owners and lessees of 2011-2016 **** Fiesta and 2012-2016 **** Focus vehicles, equipped with the ************* Shift 6 Speed (DPS6)Transmission may be members of a class action settlement. ***************** is for a 2014 **** Focus and may fall under the settlement. **************** is encouraged to get more information from: 
  
  www.****TransmissionSettlement.com. 
  
  
  Thank you for bringing this matter to our attention.  Please consider this our closing report. 
  
  Sincerely, 
  
  
  
  *******************************
  Consumer Affairs Legal Analyst 
  
  cc:**************************;
  P.O.Box 915
  ********,**  *****

  Customer Answer

  Date: 11/04/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************** I want to total I sent them and was told by **** customer ********************** that I would receive $482.27 Plus my labor if possible. It was under warranty and they could not repair it.

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  Not long after purchasing our 2018 MKX there was a problem with water entering the car. After being pushed off multiple times by ******** Lincoln in ********** ** I finally was able to get the car in and they found where a drain line was not attached. Recently the car filled with water again and I was told by the Lincoln concierge that it would be taken care of entirely as it is a recurring problem. When repaired the second time by *************** they found the drain line kinked, improperly repaired the first time at Palmetto Lincoln. I was repeatedly told that there would be no problem as it would be covered as a repeat problem, including a car rental as no loaner was available at the dealership. The process was delayed by the lack of response from the Lincoln representative when the dealership sent information regarding the repair, and later with the pick up. The case was transferred to another person who informed me by phone they would not be covering all of the rental as they promised. I felt lied to and feel this poor repair from a factory defect should not be costing me over $500. Not to mention a debit card is not a refund that helps me pay the current credit card bill resulting from the failure of the Black Label Lincoln Customer Promise of taking care of their customers. I was willing to cover the expense of ******, even with the terribly inconvenient refund process of a debit card however after many emails and phone calls what clinched the case was not being informed that they are sending the debit card, but in stead they sent my wife the email. She has not been involved and chooses not to be handling this however is incredibly disappointed with her Lincoln MKX and most of all the lack of accountability in this situation by **** Motor Company. Case Number CAS-******** I can provide emails however not the recordings of the calls.