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:06/27/2025

  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.

  Bought a **** **** ******* from them a few years ago in 2020. They also pushed an extended warranty from ******* ****** services that they were promoting. Since then, the **** ******* has had 3 Rack and Pinion systems removed and replaced due to power steering going out. The MFG warranty covered some but not all of it and ******* ****** Services said nothing was covered under them, surprise. Now it has an EVAP sensors that needs replaced with a check engine light. Again, ******* ****** Services says not covered so another $700 so far spent by me. This review is not so much for the lemon **** ******* they sold me but the lousy extended warranty they pushed, probably knowing full well it was not worth the money as they have paid for nothing. By the way, I have a close friend who has a similar model **** **** ******* van with the power steering out. Do your research when buying. I did have this van shipped so hope ****** does not remove this post as it is legit. I would like the refund of the extended warranty sold to me as it is definately not worth the money and could be considered a scam.

  Business Response

  Date: 06/30/2025

  Sorry to hear of your dissatisfaction of your vehicle. Can you offer more information about your concern? Can you send the repair order for any of the repairs you felt should have been covered? If you do that we will look into why coverage was not provided. We look forward to this and will endeavor to provide you an explanation. Possibly even money for repairs paid for. Thank you 

• Initial Complaint

  Date:03/22/2025

  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.

  Had repair work done for hard shifting and loud rattling noise. During work mechanic saw transmission fluid was black with metal in it. Mechanic claimed to have cleaned to out "as best as he could." Mechanic replaced flywheel fixing loud rattling noise but never offered to fix issues with the metal. Mechanic returned vehicle saying "vehicle has firm 3rd gear engagement. id try putting miles on it to relearn." Paid $2,226.95. Vehicle still had a hard shifting, but a month later entire transmission failed on the side of the road in southern KY after picking up my daughter. Took vehicle to separate dealership and was told metal from transmission fluid is in the drive chain causing it to break and cracking the transmission case. New quote for new transmission and install is approximately $8,500. I would like Mike Castrucci Ford to fix all the issues caused by not performing the work that should've been done in the first place.

  Business Response

  Date: 03/24/2025

  Thank you for contacting us with regard to *** ***.

  Our Service Director will be reaching out to him in an effort to gather more information.

  Thank you

  Customer Answer

  Date: 03/25/2025

  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, reasons for rejection are included below.

  
  

  
  

  I am having the car towed to the dealership for an updated diagnostic. 
  
  
  
  
  Regards,
  
  
  
  ****** ***
  
  

  Business Response

  Date: 03/25/2025

  Per the customers comment, he is having the vehicle towed to our shop to have it diagnosed......we will report back as soon as we are able to determine the cause of failure.

   

  Thank you

  Customer Answer

  Date: 03/31/2025

  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, reasons for rejection are included below.

  
  

  Business is correct. Rejecting to keep complaint open while issue is resolved.
  
  
  Regards,
  
  
  
  ****** ***
  
  

  Business Response

  Date: 05/19/2025

  Customers concern has been corrected to our knowledge, vehicle has been repaired to his satisfaction. Please advise otherwise.

   

  Thank you

  Customer Answer

  Date: 05/21/2025

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

• Initial Complaint

  Date:11/20/2023

  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.

  I took my daughters **** ****** in as her stereo, back up camera and volume stopped working.
  I also told service there was a sqeaking noise coming from front of car.
  I was called pretty quickly after and told that they would replace the stereo for 1100 and that they would clean the belts, which may or may not be the actual problem. That was another 267.00. Crazy. They couldn't have spent 10 minutes looking at this. I immediately went to dealership to pickup the car. The service person said I should have called that they still could be working on it. I knew that was not true. It was sitting in the parking lot. I felt like I was being slimed. Then, they slap me with a bill for $227.11 for telling me the stereo was bad. I had to pay this to get my vehicle. I signed my signature as " I do not accept ". I called my credit card company as well. This is the 2nd time I have ran into this with this service shop. I only took here because it's a ford dealership and I assumed they were only ones that could service this. I also contacted Ford about this.

  Business Response

  Date: 11/22/2023

  i have left *** ****** two messages to call me so that i can resolve his concern . waiting for call back as of 11/22 . thanks

  Customer Answer

  Date: 11/22/2023

  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, reasons for rejection are included below.

   

  I do not want to hear from this business. They have done this before the the service mgr is intimdating.

  All I want to is a refund for the bogus charge and I do not want to ever deal with them again. 

  
  
  Regards,
  
  
  
  *** ******
  
  

  Business Response

  Date: 11/28/2023

  FINNALY SPOKE WITH CUSTOMER AND AGREED TO REFUND HIS MONEY. IDID THST THIS MORNING

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:

  
  
  As long as the check shows up as Mr S*** stated.
  
  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:09/09/2023

  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.

  Took my car into the dealership in Novermber of 2022 to get diagnosed for a recall on the “block”. They told me it had to be in by november in order for me to get the “New Engine”. There was an issue with it over heating due to a coolant leak. Everyday i had to make sure the coolant was topped off in order to make it 16 miles to work and then back home. May of 2023 the car got to the point to where it wouldn’t run. Throughout that 7 month period, i’ve called numerous times trying to get an update or something about my new engine, and the excuse was that they were waiting on the gasket kit for it. Finally i get a call in August of 2023 about the engine being ready to be put in. So i tow my car to the dealership and they had it for 2 weeks and i picked it up on September 2, 2023. I get the paperwork and it just shows that my brake lines and coolant lines were replaced. NOTHING about the “block” or “New Engine” i was supposed to get. It is now September 9, 2023 and the car has a check engine light on and it constantly says i have no oil pressure. The car has plenty of oil & a fresh filter. I still owe about 17k on this car and i’ve drove it for a maximum of 2 months with it running fine. something needs to get resolved. i’m so tired of not being able to rely on it for work throughout the week.

  Business Response

  Date: 09/13/2023

  i called customer and he brought vehicle to the dealership yesterday and i put him in a loaner vehicle while we check out his concerns.i will report back when we find problem. we had his vehicle for a while when we were installing a new engine because the part was on backorder. thank you

• Initial Complaint

  Date:06/12/2023

  Type:Product 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.

  I bought a 2014 Ford Fiesta from Carbucks and shortly after had to have a lot of repairs. I would have to get all of the paperwork on it. I know a TCM and transmission clutch was replaced, then I had to take it back again and haven't had my car for weeks now. They replaced the transmission clutch again and stated other repairs needed, gaskets, serpentine belt and timing belt etc. I got the car back and it immediately lit up the dash saying it was running HOT. I had already been out of my car for days and then had to take it back. Ford assigns you an advisor and her name is ****. **** would give updates but mostly only if I called her. I submitted the pictures to her today and showed her what the car was doing when I first got it back. It immediately lit up Hot and then I called and returned it. The lady on the phone at Ford seemed very upset that I was calling to let them know I needed to bring the car back. She told me to drive it home and they would look into it the following day or Monday. I told her I didn't know if my car would even make it home so I'm bringing it back. She told me they didn't have any drivers to take me home nor did they have any loaner cars. She then told me she'd give us a ride home (very rudely.) Like it was my fault the car wasn't fixed. She also told me the light on the dash was not a temperature gauge (it is.) I went into Ford away form the mechanics and I asked a gentleman sitting at his desk what the pictures were of and he said it's definitely the temperature gauge and it was as for as it could go, maxed out at the H. I have pictures that are time stamped. The gentleman inside of Ford stated he didn't want to be involved and not to give the service people the information he gave me. So I went back over to the mechanics side and they agreed to look again. I called several times and the updates were, they are not actively working on it, they drove it but nothing lit up the dash, we can't find anything, the AC compressor needs fixed, etc.. It's been weeks now and I still don't have my car. The pictures are on my phone and the receipts are in my car.

  Business Response

  Date: 06/13/2023

  my name is joe s*** service manager mike castrucci ford . i spoke with ms, burgess yesterday and am working with her to resolve her concerns. she thinks vehicle is repaired but is going to drive it a couple days and then get back to me. i will keep you informed. thank you

  Business Response

  Date: 06/16/2023

  Customer vehicle is repaired at no cost to her.

  Customer Answer

  Date: 06/20/2023

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

  I got my car back yesterday (6/19/23). They finally fixed it properly after I contacted the BBB. They gave me a print off but not the actual paperwork and they said it was going to be mailed to me because it wasn’t ready. The entire situation from start to finish was handled completely unprofessionally. I took my car to Ford because it was overheating. I also was still having issues with the automatic transmission clutch that they had previously replaced. They did, however, fix that issue again at no charge. They also charged me for a serpentine belt, a timing belt and gaskets claiming that my car had an oil leak. Again, I took it there for overheating, and I was charged over $2600,00 for that work right there. I had previously taken my car to get an oil change, and I asked the technician who change my oil at a different location was there any oil leaks and he confirmed that there was not. Ford set otherwise so therefore I paid for the gaskets and the serpentine belt and the timing belt. And the labor. I don’t feel that my car should have taken one full month to get fixed. If these are professionals, at Ford and my car is a Ford you would think that it would not take one month for them to get it right. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:10/13/2022

  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.

  I purchased my car September 14, 2021. I took my car in for an oil change, December 23, 2021. As I was driving off their lot, I noticed it was running rough and had a ticking noise to it. When I called Castrucci Ford, I was told they couldn't help me for 3 weeks. In the meantime, my engine seized up and required a new one. I had it replaced. I filed a complaint with Ford and never heard back. The ******** Ford dealership that assisted me with the repairs said someone had left the timing chain loose. The official diagnosis: found crankshaft keyway wallowed out. There weren't any issues with my car before I took it in for the oil change and I feel Castrucci should be responsible for the monetary portion of the repair.

  Business Response

  Date: 10/14/2022

  i joe s*** called customer and explained all we did was change the oil and filter and that could not effect what happened to her engine . after all she drove all way to ******a before vehicle broke down after we did the oil change so we did nothing wrong.

• Initial Complaint

  Date:10/12/2022

  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.

  We had a tree hit our vehicle during a tornado back on July 6th. There were multiple areas of damage with the biggest being a busted moon roof. With the glass breaking, rain water from the storm was able to enter and cover my vehicle. It was leaking in the console where the electric is, down the sides by the seat belt all the way to the carpet, all over the front and back seats etc. When the car was towed, pooled water on the moon roof cover was now poured all inside the headliner and into the 3rd row seats. Mike Castrucci Ford kept telling us there was no water damage and that they opened the windows and had a fan overnight. Then my car sat for almost 4 weeks with a soaking wet carpet,seats,headliner. We brought this concern multiple times and was dismissed. The detail shop informed them the carpet needed replaced due to water damage. Castrucci tried to convince us to just get the carpets cleaned because they couldn't get replacement carpet from Ford. Castrucci refused to replace the headliner saying it wasnt stretched or molded until an actual insurance agent went to the shop to inspect. It was clear the headliner was filled with mold. They refused to look for any further water damage. We have had to take the vehicle back multiple times now because the moon roof replacement is STILL incorrect. I have 4 children under 4. This is not safe to be in a vehicle with defective parts and full of mold.

  Business Response

  Date: 10/13/2022

  i joe s contacted customer and am trying to work with customer to address their concerns . will keep in contact. thanksTell us why here...

  Customer Answer

  Date: 11/01/2022

  We are still waiting on these items Ford has listed out
  
  
  Regards,
  
  
  
  ******* *******
  

  Business Response

  Date: 11/03/2022

  i spoke to customer and they want an outside inspector to look at vehicle of whitch i cannot find. i feel we have done all we can due to the fact we are working for progressive ins. co and they tell us what to do . we have carpet ordered for vehicle . and it is currently on back order. that is beond our control. we have done what the ins. co has ask us to do.