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:03/26/2025

  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.

  Please see the emails below of my complaints:
  Dear **** ******* On March 18, I received a call from someone named Brad regarding my vehicle; however, the call was unexpectedly disconnected in the middle of our conversation. Unfortunately, I did not receive a follow-up call.
  Prior to that, I spoke with Shawn, who informed me that I had brought my vehicle in last year for the same issue—a wire harness under the dash needs to be replaced. Shawn advised me the repair would take four days to complete. I followed up last Friday for a status update, and Shawn indicated the vehicle would be ready Monday, March 17.
  On March 18, after not hearing back, I reached out to Shawn via text. He then called me and stated that the vehicle had not yet been brought back into the shop, and the work had not started. He assured me that someone would contact me regarding the matter. That was when Brad called, but unfortunately, the call was disconnected, and I have not received any further updates.
  At this point, I am requesting the following: 1. A detailed written estimate for the repairs to my vehicle.
  2. A current status update on my vehicle and when I can expect the repairs to be completed.
  I would appreciate your prompt attention to this matter.
  Mr. Lamie,
  I am writing to formally address two concerns that require immediate attention:
  1. Gearshift Issue:
  As your team observed when I picked up my vehicle, I was unable to shift gears properly. The gearshift is extremely loose and needs to be repaired immediately, as this poses a serious safety concern.
  2. Subwoofer Connection:
  When I brought my vehicle in, my subwoofers were fully hooked up and functional. Upon receiving my truck, I found that they were only partially connected. This needs to be corrected. Either your team must properly reconnect the subwoofers to their original condition or I must be compensated so the individual who originally installed them can restore the setup.

  Business Response

  Date: 03/27/2025

  Good afternoon Melissa,

   

  This is from my service director Mr. *** ***** who is currently involved with Ms. ********* transaction.

   

  Repair order 551652 August 15th, 2023
  
  We performed a diagnosis on this repair and installed a new PCM to resolve the concern. After completing the repair made customer aware the vehicle was still running rough due to cylinder 3 and cylinder 5 coils and plugs failure, the customer declined the repair. We also discounted this repair $315.00
  
  Repair order 560745 April 9th 2024
  
  We performed 2 diagnoses for separate concerns. Both stories from the tech relay that there are many lights on in the dash and there are historic codes from the past. We did not charge the customer diagnosis for line “C” which was the no start concern line, the customer did pay the electrical diagnosis for line “D” Line “C” of this repair order is when we recommended replacing the wiring harness.
  
  Repair order 572916 March 25th, 2025
  
  This is the repair order we replaced the wiring harness for the customer. This repair was performed a year after the original diagnosis, we still had the part in our inventory as we could not return the part, the customer is fortunate that we still had the part as it is obsolete now and no Ford store in the country had one. During the install of the harness the tech found the shifter cable clip to be broken and in need of replacement, we quoted the customer the repair and she declined the repair. After picking up the vehicle the customer returned and stated her shifter was broken, we relayed to the customer that this was due to the shifter cable clip being broken, the customer stated the shifter is worse than it was before, we would not have known it was worse as the vehicle was towed to our facility and not driven. During removal of the interior components the tech stated he found a sharpie marker jammed between the shifter and shifting ***s. The customer also stated that her sub-woofers were not re-connected, I spoke to the tech and her said he would have to splice into the new harness that we just installed in order to hook up the aftermarket sub-woofers. We as an OEM Dealer are not obligated to perform repairs on aftermarket additions to vehicles as this was already potentially the reason the harness was in need of replacement. When doing re-assembly the tech found many clips and connectors not in place from when the aftermarket company performed their installing of the audio and subwoofers, the tech took the time to replace the clips and connectors and route the wiring to factory spec to avoid potential chafing to the wiring harness throughout the vehicle. We furnished the customer a loaner vehicle for the duration the vehicle was here and swapped her out of a car and gave her a truck as she needed it for work. We discounted the repairs we performed on this visit $396.09 as the customer was not updated over a 2 day period of time.

  At this time I told my service team to fix the clip for her shifter at no cost to her but we will not be doing anything with the aftermarket audio equipment since this could be the reason for the faulty wiring harness.

   

  Please feel to reach out with any questions,

   

  Nathan ****

  General Manager

  AutoNation Ford Amherst

  (440)871-8600

  
  
  **************
  
  

  Business Response

  Date: 04/07/2025

  Good afternoon Melissa,

  This is what my service director *** Lamie  reported back to me about this incident.  It seems to be another issue has come about since her wiring harness was replaced.  I am not sure what Mrs. ******* is wanting from me at this point?

   

  Customer picked vehicle up after wiring harness repair was performed, the customer called back and said there was a concern with her shifter that we had already quoted her and she declined, we ordered the clip for the shifter and replaced it free of charge. The road test and idle time test was completed after replacing the harness initially and we had no concerns. The customer drove the vehicle approximately a day and a half with no concerns. The customer called in to say her engine light was on and the vehicle had trouble accelerating, we had the vehicle brought back in and diagnosed and found the accelerator pedal needed replacement. In further talking with the customers father, it was brought to my attention that another Ford dealer had replaced the same pedal under warranty. I searched the customers history for warranty repairs with Ford and there were none, I than contacted the father and was able to get the invoice from the other dealer and found it was a covered repair by a third-party warranty. When I spoke to the tech and gave him this info, he stated that they should have replaced the harness at that time as the harness is what caused the failure to the pedal. He states that from the time we initially ordered the harness a year ago and the customer just now having the repairs performed is the reason the harness took out the pedal. This visit we diagnosed and found there to be a “correlation code” which is a generic code for low voltage. The prior repair there was a “ correlation code” and a low circuit code. Once the harness was replaced both codes were gone, and we returned the vehicle to the customer. Now we have just “correlation code” since the harness had been replaced and the pedal now has positive trim readings as it did not before, we found this by swapping the pedal out with a known good one. The tech states the prior dealer did not install the correct part on their repair in putting the pedal in at that time, and he states they should have done more wiring diagnostics before replacing the pedal. Again, the pedal most likely would not have to had been replaced had the repair not taken nearly a year to perform. I made the father aware of our findings and he asked that we proceed with replacing the pedal.  The father asked my opinion as to if the vehicle was worth doing the repair to and I told him if it were me I would not put any more money into the vehicle as it is in need of a lot of repairs all of which have been declined on prior visits. With the current mileage and the extent of repairs was my concern and that was relayed to the father.

  Customer Answer

  Date: 04/07/2025

  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.
  
  
  I am writing in reference to the recent repairs completed on my vehicle, specifically concerning the gas pedal. While I am fine with my father moving forward with those repairs, I have serious concerns about how your company has handled the situation overall.
  
  
  First and foremost, I did not wait a day and a half for any service. That statement is completely false. I drove the vehicle myself to ensure that it would be taken care of in a timely manner. The fact that your company is circulating misinformation is unacceptable and reflects poorly on your business practices.
  
  
  In addition, I do not appreciate the third-party representative — Mr. [He or whoever his name is] — reaching out and asking “what else can he do?” He can start by giving me a call and apologizing for the poor customer service that his repair shop has provided. The lack of communication, accountability, and basic courtesy is frustrating and disappointing.
  
  
  Please know that I will be reaching out to Ford Corporation to notify them that I am an unsatisfied customer. I initially believed I had found a reputable repair shop that could handle major repairs on my vehicle, but this experience has proven otherwise.
  
  
  This situation has been extremely inconvenient, and I’m left feeling misled. Your team seems more focused on pushing me to purchase a new vehicle rather than respecting my choice to invest in the one I currently own. I have no problem spending money to maintain my vehicle — but I want that money to go to a repair shop that is honest, transparent, and capable of completing necessary repairs properly.
  
  
  As far as small fixes go, I can handle those myself. But when it comes to major work, I expect professional service and accountability. Unfortunately, that is not what I received from your shop.
  
  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:07/21/2024

  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 bought a brand new Ford Bronco on 05/27/2024 and was told they could not give me the spare key because it was locked up and the only person who could get it out was off that day and I would get it in the mail or could pick it up from the dealership in the next few days. TO THIS DAY I have not received my spare key after multiple emails and calls to my salesman Matthew ****. He has completely ignored me. I can not get through to anyone to help me resolve this issue.
  
  On the less severe end, the finance manager

  Business Response

  Date: 07/22/2024

  Good morning,

  I am not sure how we did not follow through with this.  I want to apologize to Mrs. ****** personally for my team dropping the ball on this.  I am sending someone right now to drive to the dealership we purchased Mrs. ******** Bronco from to retrieve the second key.  Once I have the key in my possession, I will get it out in the mail today.  I will email Mrs. ****** the tracking number once I have it in my possession.  

  Thanks,

  Nathan ****

  General Manager

  AutoNation Ford Amherst

   

• Initial Complaint

  Date:05/30/2024

  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.

  I bought a used car from them online in January. When the car was delivered there was damage to the striping on the car that was not disclosed in pictures or verbalized in description of the car. I contacted the salesperson, Donovan, and expressed my disappointment. He offered a $400 credit instead of me returning the car, which I accepted. I still have not received the check. I have contacted them on several occasions and my mother even spoke with the sales manager who assured her a check was going to be sent. This is a horrible business. I would have returned the car and am considering legal action at this time.

  Business Response

  Date: 05/31/2024

  Good afternoon,

  First and foremost, I would like to apologize for this slipping through the cracks. This is not how we do business here. I have spoken to the employee and manager involved so it will not happen again.  I have had a check cut and will be overnighted to Mr. ***** today.  Pick up is at 4pm and I have attached the tracking number.  I will also send this over via text to Mr. ******.

   

  Thanks,

  Nathan ****

  General Manager

  AutoNation Ford Amherst

• Initial Complaint

  Date:03/11/2023

  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.

  Bought a car in Feburary 2022 Three months after buying it took it back for grinding breaks from there they said flex pipe leaking While fixing that they said drive shaft fell out was in loaner for almost a month. Got car back knocking noise coming from rear of car said I needed shocks wanted to charge 535.00 .So took it to Rod Shop got them replaced still same noise also replaced stabilizer links and bushings Still same noise Had another shop look at it They discovered missing bolt in drive shaft Took back to Auto Nation not only missing bolt in drive shaft but also in the mounts that hold the drive shaft Still same noise and now front end making noise took back they drive it now they say bent away bar How does this happen when all the work they have done They have had car since 3/2/2023 Still don't know nothing about car today 3/11/2023 at this point I don't trust driving car I have out 400.00 into car out of my own post There is a service contract and warranty on the work they have not done right I pay 347.00 for a car that's been in service more then driven. Can you please help feel like one getting nowhere with them.Is this car a lemon?

  Business Response

  Date: 03/14/2023

  I have read the complaint from the consumer.  Although this repair has nothing to do with the previous repairs that were completed on the vehicle, we are completing the necessary repairs at no charge for the customer.  We have been in contact with the customer and let her know that the parts are a few days out and will let her know when the repairs are completed.  She is and has been in a loaner vehicle while her vehicle was in for repairs.  If I can answer any other questions please reach out.  

   

  Thanks,

   

  Lonnie S*******

  General Manager 

  Autonation Ford Amherst

  440-204-0414

  Customer Answer

  Date: 03/17/2023

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  Rod from service called left voice mail stating car was fixed Went to pick up car not fixed noise still coming from rear of vehicle so I'm still in loaner this has been there 11 times for same reason Any questions you can contact me at 440-787-4229 Thank you

  Business Response

  Date: 03/21/2023

  We sincerely apologize for any inconvenience you may have experienced.

  We are working on repairing the vehicle.

  Thank you.