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:02/04/2025

  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 car is less than 3 years old and only has 63,000 miles on it in November of 2024 my car went to the garage for it smoking and having no power. They told me it was the engine and the turbo, I received the car back in January of 2025, when I received my car I didn’t even make it a mile down the road and the whole car smelt like it was burning and again my check engine light was on and power service light was on I immediately pulled over and called ford which they proceeded to tell me the car was safe to keep driving it home, less than a week later I brought it back to the garage and again they told me it was the engine which to my knowledge was supposed to be fixed when they fixed the turbo which ford payed for, they are now telling me ford will not pay or even assist with paying for a new engine and they are telling me I now have to return the loaner car leaving me (a single mother who’s working two jobs) with no car because mine is not safe to drive.

  Business Response

  Date: 02/11/2025

  On 12/6/2024, Ms.****** had her vehicle towed into our garage due the vehicle not running and blowing mass amounts of white smoke from the exhaust. Upon inspection of the vehicle it was found to have a blown turbo which was not covered under the warranty due to being out by miles. Once we determined the needed repairs were not not warranty, I (cassandra) provided Ms.****** with a rental vehicle and a contact number for Ford, which she could contact to apply for cost assistance. She created the case with Ford Motor Company which was then forwarded to me and an agreement was made to move forward with the repairs. Ford would be paying 70% of the repairs and the customer agreed to pay the difference as well as the rental fee's. Repairs were made on the turbocharger, the vehicle started with no issues after repairs were complete and customer picked vehicle up on 01/06/2025. After leaving here with the vehicle Ms.****** did call in to inform us that there was a check engine light on. We were able to connect to her vehicle through the ford pass app and see that the code was set in history and advised to her continue driving it and return if the problem did not resolve. It was 01/21/2025 when the customer returned with the vehicle now at 63,071 miles and we found there to be low oil and signs of engine damage. Customer again contacted ford for financial assistance. Being now that the vehicle needed an engine, ford required the customer provide maintenance records. The customer was unable to provide any documentation to support an oil change had been done on the vehicle in the last 29,255 miles. This is considered negligence on the owners behalf, we as a dealer have no say in what is or what is not determined to be eligible for financial assistance from Ford. Once the determination was made that no assistance would be provided, I immediately called the customer and informed her that the repairs were not covered and I needed her to bring our rental vehicle back to our facility. She was very annoyed by this and i explained that I can not let our rental be out at no charge. I gave her the option to pay for the provided rental and she chose not too. She stated that she would be leaving the state in mid February and would bring our rental back then, I told her that was not acceptable and the vehicle needed to be back either that day or the following morning. At this time we have not been paid for any of the repairs that have been completed, Ms.****** has an outstanding bill of 1,001.92. We did not charge her for the rental that she was provided, which totaled 718.20, she also returned our rental to us on empty even though she signed the contract stating the vehicle was to be brought back with the same amount of fuel it had on departure. During the process, there were multiple times were Ms.****** made false statements to Ford, such as we had replaced her transmission 3 times and that she was going to call her lawyer. She has also threatened to call the police on another local Ford Dealership. At this time, the vehicle is still on our lot, and the customer is not being charged storage. 

• Initial Complaint

  Date:12/15/2023

  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.

  Drove my truck to them to have a problem they created repaired. Drove it down to them have to have vehicle towed to another shop to get the repair they messed up second time and they are telling me they didn’t do it. Won’t pay or help in anyway to solve problem

  Customer Answer

  Date: 01/02/2024

  Took truck to them back in June to have timing chain and tensioner replaced was quoted 3100. Was charged around 4500 $. Then they forgot why my truck was there after it spent 2 months. When I picked truck up it was making a rattling noise when it shifted. Climbed under they bent dost cover. Had to argue with them. They admitted fault. 3 months later after trying to fix the problem they put it back togeather stripped torque converter studs and bent the new dust cover then said it wasn’t there problem they never worked on the truck as far as they where concerned. Come get it out of there. It cost me 1173$ for new torque converter plus 600 for labor 79 dollars for fluid and new nuts and 300 for tow. 

  Business Response

  Date: 01/03/2024

  BBB has received notice that this has been resolved.

  Customer Answer

  Date: 01/03/2024

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

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Frenchies has had my Ford Edge in the shop for after market warranty work for the last 18 months. They have not been able to fix the issue and now hold a mechanics lean on my vehicle. They refuse to fix my vehicle but I can’t have it towed to another shop because of their mechanics lean. Very unethical work practices have caused me to be without transportation for almost 18 months.

  Business Response

  Date: 12/12/2022

  This Complaint does not correspond with Frenchie's Chevrolet Inc. It looks like it corresponds to Frenchie's Ford Inc. which is a separate entity with separate operating managers and employees. We open our arms to assist in any possible means to rectify our customers concerns however we are unable to assist with another businesses operations.   

  Business Response

  Date: 01/06/2023

  Response taken by phone:  She brought the car in and it had a bad engine.  This is vehicle is covered under her third party warranty, Quality Guard Plus.  We contacted them and they arranged to have the motor shipped.  They have sent 2 different used motors that are defective.  Both times they sent a replacement it was used and would not run properly.  We have about 43 hours of labor in this vehicle but until they send a working engine we cannot fix it.  If she wants to pay for the extra 32 hours for labor, she can have the vehicle towed somewhere else.  We do not have a lien on the vehicle but we do have it in a secure area until the matter is settled.

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  *** ******** who has been sending the engines has asked for the engines to be returned if they don’t work properly so they can investigate. When I spoke with their company they said Frenchie Ford has not responded or sent back the engines. I have all written notes from every conversation I have had with frenchie Ford. They told me throughout the year and a half now that they have had my car that they were closer to getting it to work and that when they dropped one of the engines in it became an issue with a pinched wire and they had to rewrite the whole car. After this issue of wiring they went back to the story of the engine not working. They have failed to reach out numerous times for any updates and always resulted in me calling for an update myself. They have failed to discuss the next steps with my warranty company and try to resolve this issue. My warranty company and myself have been told different things throughout this process and want the issue resolved as it is a car we are still paying on and haven’t been able to drive it for almost 2 years now. We would like frenchies ford to reach out to the warranty company to resolve this issue.
  
  Regards,
  
  ******* *********