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:05/14/2025

  Type:Product 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.

  Hello my name is ****** ****, me and my Wife ***** **** Purchased a vehicle from monadnock ford in ******************* *****. been trying to get our warranty refund for our 2022 ****** highlander for over 4 months, bank sent gap refund but Janus protection and Janus extreme, valuing 4795$ they are refusing to send and telling me its Ally banks responsibility but the bank is saying to have the dealer call them and the dealers refusing i can send copies of Emails and conversation i told them id be filing if they didn't comply and there still not, i get SSDI and 4795$ is allot of money to me and my family Ally account number ************ i attached emails, these were my attempt after going in twice and droping paperwork off twice first time being 2/12/2025 the day the loan was marked paid in full for the Highlander Vin# *****************

  

  Business Response

  Date: 05/27/2025

  A refund was provided to the customer on 5/15/25. ********************** was in the process of confirming with the lien holder that it was in fact, our responsibility to refund the customer and not the lien holders' responsibility. Monadnock Ford has had issue with this lien holder in the past. Once confirmation of this occurred a refund was processed to the customer. The cancellation process is lengthy and should have been better communicated with the customer. 

   

• Initial Complaint

  Date:10/24/2022

  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.

  Curtis A G**** ** refused to replace tires after fixing Rear Toe Link which was a recall and was not fixed causing tires to go bald within 2 weeks. Please see all attached documents. including cost to replace tires. Upon having a second opinion at *********** **** it was clearly not fixed properly causing tire damage.

  

  Business Response

  Date: 10/26/2022

  Explanation from our Service Manager, Curtis G****:

  Customer
  purchased their 17 Ford Explorer from a different retailer (NOT Monadnock Ford)
  on about April 25 of this year.   We saw them 1 time for the rear toe
  link recall on 5/9. They returned 11,000 miles later stating their tires are
  wearing improperly because of the rear toe link recall. We brought the vehicle
  in and found the "camera" now have play. Technician, Jake L., checked the vehicle
  over and found the rear toe links were good; and I believe the alignment was in
  good standing.  I declined to pay for their tires and suggested they go
  back to their selling dealer. The customer stated the other dealer would not return any of their
  calls. They went to *********** **** to see if there was anything wrong with
  the recall we had performed, and they did not. *********** **** after being
  bullied replaced knuckle bushings that didn't require replacement. Technician, Jake L., inspected the knuckle bushings and found nothing wrong with them. He only found
  concern with the cam bushing which have nothing to do with the recall. 
  This would be maintenance item that would not be covered under the recall or by
  Monadnock Ford.  

  Response from our Service Advisor, Amber C*********:

  Young women called me in regards of this vehicle. Said we
  owe her four new tires because the recall we performed back on 05/09/2022, for
  the rear toe links, was done incorrectly and caused her tires to wear. This has
  been an ongoing issue between Curtis and ******** at *********** ****. This young lady
  has been told numerous times that we are not responsible for the wear and tare
  of her tires. Between the time the recall was done and the time she brought her
  explorer to *********** ****, she had put a crazy amount of miles on her car. She had
  claimed that *********** **** told her that the recall was done incorrectly and caused
  her tires to wear. This information is not correct. She then proceeded to tell
  me that Ford Motor company themselves told her to contact us to replace tires.
  I told her that if this was indeed true, then Ford Motor Company would need to
  contact Monadnock Ford with this information. This went on for about a good 20
  mins of her changing stories and just pulling things out of a hat.

  As you can see from Monadnock Ford's employees we did all we could for this customer.

  Customer Answer

  Date: 10/28/2022

  
  
  Complaint: 18302074
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] They are wrong and I want a refund
  
  
  
  Sincerely,
  
  
  
  ******* *******