Complaints

This profile includes complaints for Lebanon Ford, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lebanon Ford, LLC

  425 Miracle Mile Lebanon, NH 03766-2637

• 

  Lebanon Ford, LLC

  644 Memorial Dr Saint Johnsbury, VT 05819

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:04/17/2025

  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.

  On Monday 3/31/2025 we authorized nucar to purchase parts for **** Transit van which needed repair to an exhaust manifold- But to do the work required replacing the turbo and catalytic converter systems at an estimated cost of $10, 400- we gave them our credit card information and were charged $6,695.91. Due to an unforeseen need to replace our home furnace, we asked nucar to cancel the repair and refund the deposit- No work was ever done on the van ***** is refusing to refund $3,426.39 because they said they cannot return the catalytic converter and it's other components because there is a 15 day limit from date of purchase to give full refunds. ***** could not schedule us for 6 weeks past the date of paying for the parts. They told us that we now own that catalytic converter, which according to several local mechanics, we will not be able to sell. We called them on 4/15/2025 to cancel the appointment which was set for the following week.

• Initial Complaint

  Date:07/27/2024

  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 recently purchased a 2020 explorer from Nucor of Lebanon NH. I love the car but after bringing it home I noticed the front tire was low. We checked all 4 and it was. Added air, then the next day (now day 2) it was low again. After looking at the tire better I noticed there was a hole that was plugged. I contacted the dealership and they said with used cars they would not know about the tire being plugged. My other problem was I knew the tire tread was low but I don't know how it passed a state inspection. When I got it home I checked all the tires with depth gauge 2 of the tires were on the red line the other 2 were on the yellow. They had to have known about the tire being plugged. I'm glad we found it because were doing a road trip next month and a blown tire would not have been good.

• Initial Complaint

  Date:03/11/2024

  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 vehicle on 2/14. When I left the dealership, the car had the maintenance notification of "oil change in 800 miles." *** days later the check engine light came on. I then scheduled an appointment at my local VW dealership for the oil change ($140.09) and check engine light. When I reached out to the sales manager, he stated that "this was a bit much and we performed an oil change in January along with an inspection and the brakes passed with flying colors," However, the inspection sticker runs up March 2024 so clearly no inspection was ever performed. Sales manager states that they can't do Maine inspections or they would have put a new sticker on and every vehicle "leaves with a March sticker" even though a NH will in fact transfer to *****. He claimed there was no reason I needed an oil change as they performed one in January, however, there is no record of that oil change on the carfax and the oil change notifcation light was clearly never reset. I also have yet to receive my registration and my plates have been invalid since 3/6. When the sales manager told me to go to a different dealership because I "maybe being taken advantage of" by my local VW dealer I then scheduled an appointment with a local reputable VW mechanic. He came to the same conclusion that I needed rear brakes and provided photos that I sent to the dealer. On 3/1 I sent the sales manager, ****,a copy of the estimate for the second opinion on the brakes which cost me $180.00 just to be told what I already knew. At this point I have spent $320.00 on the vehicle within three weeks of ownership and cannot even get a response from anyone. I have been ignored by the finance manager, sales manager, sales rep who sold me the car, the title guy who said he would call me back with an update on my registration and now the service manager. It is unprofessional and unfair when the vehicle is being advertised as passing inspection.

• Initial Complaint

  Date:11/13/2023

  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 brought my vehicle in to get fixed. They supposedly fixed it, which I paid for, put me back on the road and days later the light came on again. I brought it back, by driving it. They gave me a rental and said they’d be in touch. Told me it needed something else that was covered. Days later I hadn’t heard so went back and they said now it needed a new engine. Would not talk to me about it. I had to demand my money back for the previous service, and then when I left with my car the engine light was on and blinking and not drivable which was not the case as I drove it in there for the services initially. They also charged my credit card on file a fee without my written signature or permission. I was forced to buy a new vehicle days later as nobody would work with me. I also had to rent a vehicle until I could figure it out. I’m out 12,000 dollars now.

  Customer Answer

  Date: 11/23/2023

  I have not heard from them and am not satisfied with them at all and how they’ve handled this. 

  Business Response

  Date: 12/05/2023

  The customer came in for a diagnosis of a complaint and we made an attempt to fix it. When this did not fix the complaint, it was determined that the vehicle did in fact need an engine. At that time we refunded the customer the entire cost of the repair we had performed. The customer has also been refunded the charge for fuel/cleaning of the loaner vehicle provided. At this time nothing else is owed to the customer. Lebanon Ford in no way responsible for the fact that the vehicle needed an engine from the beginning. We sympathize for the customer's situation, and we did our best to repair the vehicle for the least amount possible.

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  I originally brought the vehicle in there and they said they fixed it and then put me back on the road. 2 days later the light came back on and I drove it back there and they gave me a rental and said it was something else. 5 days later I went back, to when they said it needed a new engine now then having to demand my money back after they tried to only give me half back for something they misdiagnosed. The vehicle I drove in there running was not even drivable after I picked it up even though they told me it was. So what happened in those 5 days that made the vehicle not even drivable. They also changed my card without consent and I had to file with my credit card company to receive that money back. Not once would the GM come down stairs to talk to me about it the situation as he was “too busy.” 
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:07/25/2022

  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.

  In 2015, I sold a 2014 Escape to an individual that lives in New Hampshire. Shortly after we sold it, we received a recall notice that we sent to the new owner by e-mail. The buyer took my e-mail to Lebanon Ford, where they promptly used my e-mail address. Lebanon Ford has since used my e-mail address every time the new owner brought my vehicle in for service. I contacted their service department and asked them to remove my e-mail, which they said they did but didn't because over the last 7 years I have been getting notifications from them about my 2014 Escape. Now the new owner appears to be looking at new vehicles and I'm getting e-mails on that. I received an e-mail from Hunter G******* (e-mail address of [email protected]) on March 31, 2022 which I again replied and asked him to remove my e-mail and I got no response. On May 10, 2022 I got an automatic e-mail from Lebanon Ford about allotted time on mechanical coverage that was signed by Ray G*******. On May 24th, I received another e-mail from Ray G******* about mechanical coverage which was again an automated message. On July 19th, I got a message from George L***** (e-mail address of [email protected]) about ordering a new Ford. At this point, I left a bad review on Google concerning their business. They responded by apologizing and said my address had been removed. They also gave me an e-mail address to reach out to (his name was "Evan" at the e-mail address of [email protected]). I responded to George L******* message and copied Evan on the message so they would have my correct e-mail address and informing them of my dissatisfaction and that I wanted my address removed. On July 22, 2022, yet again, I got a message from "Phil" from an e-mail address of [email protected] regarding a detailed report about the condition of my vehicle for what I assume was for a trade-in on a new vehicle. On July 25, 2022, I have now gotten an additional e-mail from Phil about the detailed report.

  Business Response

  Date: 08/19/2022

  Everything stated in the complaint happened as stated.  Each time *** contacted the store, I was involved and tried diligently to delete her record from our system.  Unfortunately, it wasn't until this last time that she contacted us, that she gave us the name of the individual that she sold her car to, so we could cross reference.  Since that time, her email has been removed from that customers record as well.  We do not ever hope to bombard customers with unwanted emails, and try diligently to heed requests to be removed from mailing lists; it gains us nothing to irritate prospective or previous customers.  It would seem as though this issue is resolved, after receiving the name that had her email wrongly attached to it. We have apologized profusely.  This is our business, and we take pride in the way it is operated, and again, we are sorry for this inconvenience on ***'s end.

  Customer Answer

  Date: 08/20/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17619083, and find that this resolution is satisfactory to me.

  I feel bad it came down to this step.  I'm sure the dealership had very good intentions of removing my information each time I reached out to them and I'm sure they tried.  I'm sure they are a great dealership and treat their customers well.  Going forward, I strongly recommend they confirm a customer's personal information each time they visit to confirm everything is correct.

  I truly appreciate this issue is finally resolved and wish the dealership all the best.
  
  
  
  Sincerely,
  
  
  
  *** ******