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:02/21/2025

  Type:Order 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.

  My husband and I traded in a vehicle at this dealership for another vehicle on 01/20/2025. We have contacted the dealership and our loan provider 8+ times since then to have the existing loan paid off by the dealership and it is still not done! We're paying daily interest and at this point they have cost us $250+ just in interest. My husband received a collections notice from the bank where the loan is through today. They sent the payoff to the wrong bank and the bank cashed it so now they won't pay off our loan until they fix their mistake and it's costing us money.

  Business Response

  Date: 03/17/2025

  The payoff was processed by the wrong ***** department.  We paid off the correct ***** and no charges to the customer.  

  Customer Answer

  Date: 03/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22975307
  
  I am rejecting this response because: Valley Ford sent the payoff check to the wrong bank. You claim to work with ***** and sent the check to the wrong place and delayed the payoff. Instead of a 10 day payoff being satisfied, it took 4 weeks to payoff this loan and cost us $300 additional dollars in interest. 
  
  Regards,
  
  ********** *****

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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.

  have been working with ****** ***** on the possibility of buying a ******** Edge. We came to agreeable terms so we submitted an online credit app. Got approved and spoke with ***** ******* - F&I. The rate was higher than I wanted to be and then when talking about extended warranties, service plans and gap I stated I didnt want any of those in which she copped an attitude saying well just have to agree to disagree which in every way shape and form is not respectful to a customer. After speaking more about it with the better half we decided to wait.When letting ****** know she recommended the explorer because it has 3.9 for 72 month she also recommended the retired red loaner. Great well do that. We are then approved. Go to do e-signing and looking at the first contract was 84 months and 5.9. No thats not what we agreed upon. We didnt sign. We then today 11/11/24 got the updated contract after reading it I noticed it had gap insurance on it. At no point did I speak to Missy about wanting this and previously on the Edge was adamant I didnt want it. I reached out to ****** and her response was You have to have the gap insurance and thats the gap waiver from ****. Thats how we got to that tier approval this practice is completely illegal. And I let her know that. I then received this message OK, I just tried to call you to explain what she said to me its just much easier to talk it, but here we **** was submitted with that to get the rate because of all of the minus equity but since we already have the approval for it, **** cant take back the approval, just learned something new, but if it was not submitted with that to begin with, it would not have been approved at that rate so shes going to lunch as soon as she comes back shell redo the paperwork get it on over to you and youll be good to go. As soon as I get that back and you call in the down payment I can reach out to Drivers to see when theyre available to schedule everything with you.

  Business Response

  Date: 12/02/2024

  I will look into this and answer back tomorrow.

  I apologize for the delay.

   

  Business Response

  Date: 12/08/2024

  Hello,

  I did speak with **** ******** and try to see if there was anything I could do.  I understand his frustration and want all of our customers to have a great experience.  I have addressed this situation with our employees that were involved.  We will learn from this and use it to make sure that all of our guests have a positive experience.
  

• Initial Complaint

  Date:08/26/2024

  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 purchased a 2019 Blue ************** truck on May 18th. This came with a 3mo/4k mile warranty from date of purchase. Roughly 6 weeks after purchasing, I took it to a **** dealership in my town of residence, **********, on July 2nd and was told the engine was blown and the entire thing needs replaced. Valley Ford had not filed my warranty paperwork with **** which I found out through Gates ****. After several attempts to reach Valley they did finally file some paperwork but they had the purchase date as July 2nd which isnt the case, it was May 18th, July 2nd was when I took it to be diagnosed. My truck has now sat at Gates for 8 weeks because **** is denying the claim because of the erroneous dates filed by Valley. Im a single father and have had to purchase another vehicle so I can get my sons to school and to and from activities and ball practice. ***** has reached out to this dealership on my behalf with no luck. I reached out to them as well within the last couple weeks and have been ignored by their GM who promised to take care of it over 2 weeks ago and it has yet to be fixed. I just need someone to help me get my truck fixed. This has caused me unnecessary stress and has cost me more money than it should have. Im just very frustrated and Ive been more than kind and extremely patient but it hasnt gotten me anywhere. I spoke to Valley GM last week, he agreed with my complaints and said the date would be corrected within a day. Hes told me that twice now and I was notified by ***** this afternoon that the dates have yet to be corrected. *** also reached out to **** as well and the folks who handle the Blue Advantage Warranties which **** transferred me to. Nobody has been able to help.

  Business Response

  Date: 09/03/2024

  We have fixed this registration issue with the customer now.  

• Initial Complaint

  Date:03/26/2024

  Type:Sales and Advertising 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.

  A email offer was sent out about March madness. On this email it states they are able to spend well over KBB value. I sent the information they needed to value the trade and their offer came in under the kbb value. This is just a ploy to get people to send their information over to still offer under the value of a car.

  Business Response

  Date: 04/15/2024

  Our Sales Manager spoke with the customer.  The customer still wanted more for his trade then what we thought it was worth.  We tried to explain but the customer still wanted more.  

  Customer Answer

  Date: 04/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21489024
  
  
  
  I am rejecting this response because: 

  It is not about the money. It is about their ad they sent. They said they will be offering thousands over KBB. Their offer was now where near KBB VALUE. They then said it was for fair value only regardless of the actual condition of the car. It was not explained in the ad. All I want is for this company to be truthful. I do not want any more money. I want them to admit they are using the ad just to get people to respond. They have no intent to give someone a good offer on their vehicle. 
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:11/13/2023

  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.

  Do not trust any quotes/estimates given from this dealership. The shop quoted me 6 hours plus the initial 1 hour of diag to replace a simple variable valve solenoid located under the valve cover. This was verified to be a 1.4 hour job plus the diag from 2 separate labor sources (******* and ********). The same part number quoted was replaced just under 2 years ago and when asked about this being under the 24/unlimited miles warranty, they stated that the other bank solenoid was replaced. They were not able to prove which bank was replaced. I ended up calling another local dealer to explain the situation and they agreed to replace the solenoid for the 1.4 hours with no diag. They stated that several of there customers had nothing good to say about Valley Ford. There is a reason why they are changing the dealer same so frequently. They need to clean house and start over, especially the service department. After explaining this to my coworkers, we will be moving our fleet work to another location. This dealership is a prime example of why technicians get such a bad reputation. Please do yourself a favor and go to any other Ford dealer.
  Then they get review and say that the labor source is only for the part and not to get to it. See my messages in supporting documentation. I still haven’t seen the repair procedure and the fact the service manager lied right to me is a slap in the face. I’m a Marine Corp Veteran who works hard for his money and they just tried stealing from me. It’s bad enough they still charged for the diagnostic when I told them what it was in the 1st place.

  Business Response

  Date: 11/21/2023

  We have tried to call and text with customer and explain to them the pricing and why it was more to repair his vehicle.  We would never overcharge anyone.  However, we can do a better job of explaining the costs associated.

• Initial Complaint

  Date:11/10/2023

  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.

  I reserved a vehicle with a refundable deposit of $500. When the vehicle came, I decided I did not want the vehicle anymore as I had bought a Tacoma instead. The sales lady ****** said it would be refunded to me back in September. I've emailed multiple times and waited 2 months and have not been refunded. Sales manager will doesn't return phone calls.

  Business Response

  Date: 11/20/2023

  I spoke Mr. ******* a week ago.  We sent the check out 6 weeks and he did not receive it and we did know that. We cancalled that check and re-issued him one last week.  Everything should be resolved.

   

  Thanks

• Initial Complaint

  Date:10/01/2023

  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.

  On September 29, 2023, I had my vehicle serviced at Valley Ford of Columbus. The original request was a oil change, tire rotation, and inspection (The Works). During the inspection, the service advisor informed me that the rear brake linings were measured to be 2 mm brake pad thickness which is at the point of recommended replacement. I told them this is okay to perform the brake repair; however, while they were working on the repair I had remembered that my rear brakes were serviced within the last few years. I asked them to look up my service records and they confirmed my rear brakes were serviced (new brake pads and rotors) in May 2021. I asked about the warranty (I thought I remembered lifetime warranty but they explained that is for mfg defects only). They also explained that because they took over from Roush Ford they do not have access to the warranty information from May 2021). I looked up my service record from my last service (Feb 2023) and they had measured the rear brake lining to be 6 mm. I am questioning how the brake linings went from 6 mm to 2 mm in a matter of 8 months and 9000 miles when my original rear brakes lasted nearly 3 and a half years (the car was purchased essentially new in September of 2017). I would like to them to credit the cost of the rear brake pads because of premature wear.

  Business Response

  Date: 10/30/2023

  Mr. ****** did come in on 9/29/2023 and we recommended rear brake pads and rotors along with both rear calipers. I explained to Mr. ****** that the reason the brake pads are not covered under warranty is due to the fact the calipers were the cause of the pads wearing faster than normal. I also explained that our warranty on Motorcraft brake pads are only if there is a manufacture defect in the material or pad.  The extra wear came from not maintaining the caliphers.

  Customer Answer

  Date: 10/31/2023

  
  
  
  
  Better Business Bureau:
  
  
  

  Although I have been a long time customer at this Ford Dealer I am still not happy with the new ownership (Valley Ford). It would have been nice if they told me in the shop that the bad calipers were the cause of the premature wear of the brake pads. I understand that because the factory car warranty is expired that there is nothing more I can do. At this point it is not worth trying to discuss this further. Lesson learned.
  

  I accept the business's response to resolve this complaint; however, I will take my vehicle to another service shop for future maintenance and repairs.
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:08/18/2023

  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.

  My 2016 Ford explore went in for service on August 4 to have an internal water pump replaced. They kept the vehicle for five days. Told us to come pick it up when we picked up the vehicle. It was making a noise so we had to take it back where it sat for an additional three days after that we were told to pick up the vehicle when we did, we drove it for a few days and noticed it started acting funny. There was no coolant in the vehicle. We took it back to have it fixed, they informed us that the coolant lines were rusted and they should’ve fixed those the first time, but they didn’t so all the coolant had leaked out. Finally when that was fixed, we want to pick it back up and again it was making a noise some sort of heat shield needed adjusted again and we were not able to pick up our vehicle. It is now August 18 and I believe we will be able to pick up our vehicle this afternoon. I’m filing with complaints because I believe that the service department and the service department manager are not correctly doing their jobs. They may be putting customers at risk or vehicles at risk due to lack of knowledge and the inability to fix cars correctly the first time the problem that we had was diagnosed at mitis first that problem was confirmed by the technicians at Ford, even though they knew the problem had a solution they could not fix it in a timely manner, causing us lots of back-and-forth to the dealership, and I must assume some inappropriate wear and tear on our vehicle as it was not fixed correctly the first time, and we drove it without coolant .

  Business Response

  Date: 09/30/2023

  All of the technicians at Valley Ford of Columbus is trained and certified by FORD.

  We are very sorry for the inconvenience that this casued our guest. 

  We were told by the customer that it needed a water pump.  (Diagnosed at a different repair facility)   Unfortunately, with the rusted lines, those could go at any time.  

  We do take responsibilty for not making the customer happy in a timely and efficient basis.

   

• Initial Complaint

  Date:06/12/2023

  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.

  On 4-10-23 I took my ford Maverick in for a 1 day recall repair. 3 days later I got it back and was told they broke a vacuum unit and did a temporary fix to it but they would order a replacement part and repair the damaged part. When I went outside to get in my truck I found there was damage to the interior. I got the service manager who recorded the damage. Later I received an email in which I was told they would replace the dashboard because it could not be repaired. As of 06-12-23 I can't get anyone to contact me as to when I can expect to have the damage caused by Valley Ford service center repaired.

  Business Response

  Date: 06/21/2023

  We have full intention to meet the customers expectations.  The dash is still on back order.  We should have done a better job of keeping the customer notified of the status of the part.  We are reaching out to them now.  

  Customer Answer

  Date: 06/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20177327
  
  
  
  I am rejecting this response because: Damage is not yet repaired. I understand back order parts are out of their control but I can only accept a resolution once the repairs are made. I hope that contact is maintained to inform me on the  expected delivery date of parts and any changes by Ford to that date are forwarded (emails or screens shots) to me. Had commutation as to status of parts been made to begin with this complaint would not have been filed 7 weeks with failure to communicate with me as to what was going on.
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 07/25/2023

  It should be completed any day.  

  Customer Answer

  Date: 07/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20177327
  
  
  
  I am rejecting this response because: I can only accept or reject so I need to reject until the truck gets fixed. I know they are currently verifying that all the parts are in so repairs can be scheduled so still in a waiting status.
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/17/2022

  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.

  Vehicle was dropped off at Roush Ford August 26th to get work done. They communicated that the part had to be ordered from Ford to be replaced. As of now October 17th, my vehicle is still sitting at Roush Ford with zero work done to it. They will not communicate with me on an ETA. Their communication is contacting me once a week via text saying nothing has been done yet. They will not give me a loaner vehicle, I have been missing work and they don't seem to care or want to resolve the problem. I have asked questions and contacted Ford higher up and they are not helpful.

  Business Response

  Date: 10/25/2022

  Hi Trezon,

   

  The parts are still not available from Ford.  We have escalated the request as much as possible.  We are waiting to hear back from them on eta for arrival of parts to complete the customers vehicle.

   

  Thanks,

   

  ***** ******

  Business Response

  Date: 10/25/2022

  Hi Trezon,

   

  The parts are still not available from Ford.  We have escalated the request as much as possible.  We are waiting to hear back from them on eta for arrival of parts to complete the customers vehicle.

   

  Thanks,

   

  ***** ******