Complaints

This profile includes complaints for Cleveland Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cleveland Ford

  2496 S Lee Hwy Cleveland, TN 37311-7340

  
• 

  Cleveland Ford

  PO Box 4288 Cleveland, TN 37320-4288

  

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:08/23/2024

  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.

  Had a recall on my truck F 150. Transmission, took it to Cleveland Ford to fix the recall, was not having any trouble with the truck until they worked on it, now having many problems, it has been down there for a week now. They told me it would cost me$1,700 to fix the problem they caused

  Business Response

  Date: 08/23/2024

  Dear Mr. *****,

  The recall done on your vehicle was for the transmission sudden downshift. Which at the time was not acting up on your vehicle. We did the reprogram based on Ford's specifications. No codes or problems when it got here and no codes or problems when it left until 2 weeks passed. What your vehicle needs is a molded leadframe. We have called Ford on your behalf and we submitted an SSE to them and based on the 158,000 miles on your vehicle Ford has denied the repair. My recommendation is for you to personally call Ford via they respond better sometimes to customers then the do to the dealer body. If you call Ford customer support at ************** and start a case and get us a case number we would be glad to assist. Often times Ford responds better to a customer and we can not start a complaint for you. Let my service team know when this is done and they will follow up. If all this fails we would be glad to offer you a discount on your repairs.

  Kind Regards

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

  General Manager

• Initial Complaint

  Date:08/01/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They blame  all this on ford corporate but the fact is they pushed me off for TWO years until my warranty expired now they blame it on the same company they work for. WOW. Fact is they never return any calls and this is not the way to treat any customers 
  
  Sincerely,
  
  
  
  ****** ******s. I should also state it is a known fact that these ford motors have this issue nationwide. Please help what they are doing is unethical. I have documentation on all findings over the two years. I only want my truck fixed

  Business Response

  Date: 08/01/2024

  Dear Mr. ******

  My name is **** ********** General Manager of Cleveland Ford. After discussing this with my Service Director, ****** ******* and my Service Manager **** *********. We have gone above and beyond what we can do for you via we have been in communication with Ford Motor company as have you been. You have a case number with Ford and the issue needs to be taken up with Ford Corporate via we can only do what they instruct us to do. I also understand that you have an extended warranty which we possibly could use to cover your repairs if you would allow us to try. All of us at Cleveland Ford feel terrible about how Ford is treating this case but it is between you and Ford, not between us and you. We have and will continue to do all we can to help.

  Business Response

  Date: 08/08/2024

  Dear Mr. ******,

  On 2/10/22 you came in with a transmission concern which we did 3 TSB's(technical service bulletin from Ford) and ended replacing the main control which solved the transmission issue. Brought vehicle back in 4/1/22 for a grinding noise in the front end which we performed another TSB and replaced the Vacuum  supply line which repaired that situation. Then you returned 8/2/22 for running rough concern this is when we did the oil consumption test which includes replacing dip stick and a PCM reprogram which per Ford should fix the issue. 8/9/22 you returned with a check engine light and still running rough but vehicle had a code P0022 for that code Ford released a SSM (Special service message) to attempt to clear debri in VCT solenoid and still present so per Ford we replace bank #2 intake VCT solenoid which fixed this concern. Next visit was 7/27/23  1 year later and the concern was running rough after vehicle is warm. We were unable to duplicate and no codes. At that time we noticed the vehicle was 3/4 of one court low which is not out of spec per Ford and we advised that oil consumption could be an issue but not at this time. Next visit was 11/11/23 which was your first oil consumption test and per Ford you need to have 3 that are no less than 2000 miles apart. Next visit was 2/29/24 for second oil consumption test. At this point  your vehicle had  63,348 miles. I our opinion we believe that you did all you could do with regards to due diligence and we advised you to contact Ford and start a case with them via vehicle is out of warranty even though Ford requires us to go thru this process we believe that you have just cause with them but it cannot be started or authorized by us until Ford makes a decision. As I stated before your issue is with Ford not us. The records that I have previewed in this document are the only time with have ever seen your vehicle at Cleveland Ford and all matters were handled professionally and with diligent accuracy. I am truly sorry that Ford has not done more to help you. But at this point we cannot help any further without Ford permissions.

  Kind Regards,

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

  General Manager

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In there repose they clearly stated I had an oil consumption issue back in 2022 and issue was never resolved. I have on multiple occasions contacted ford corporate as they requested and they are to be reaching out to the dealership which they do not not which is where my frustration comes in. I have told **** at the dealership that I give up I just want my truck fixed and that I have an extended warranty. But again NO BODY called me back
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/11/2024

  Type:Customer Service 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 vehicle from Cleveland Ford on December 14th 2023. I paid cash for my 2023 Audi A3 Quattro. I have yet to be given the title for this vehicle. I have called numerous times to speak with Title clerk. I have talked to finance and a sales manager but nothing is happening. No one returns your calls, manager said she would text me her contact info, and that didn't even happen. The communication is pathetic. Sales manager said it was mailed out 2 weeks after my car was purchased. The issue is the title was never received by the State of Ohio nor me. They said it got lost/destroyed in the mail but they didn't realize it until after my 60 day tag was up. Which would make that they knew the title wasn't received by mid February and didn't actually do anything. I have had so far a 60 day temp tag with state of Tennessee, 30 day temp tag Ohio, and now a 30 day temp with Ohio. Which i had to pay Ohio $21.75 each time for something that should have never happened. I am on my final temp tag with the State of Ohio which expires in 10 days. Failure to get my title by April 19th 2024 will result in me either getting my money back or getting my title This is the worst dealership I have ever dealt with in my life. I can't even register my car in Ohio. It has been 4 months and no title.

  Business Response

  Date: 04/11/2024

  I spoke to ******** ******** personally and we had a good conversation. He has waited an exuberant amount of time and I apologized to him.  Our fault we sent the title to OH registration department that we had in system and it was delivered to the wrong location. We had to apply for a duplicate title which was extremely difficult via it was a leased vehicle.  Long story short he wants to keep the vehicle and I told him our title clerk has been jumping thru hoops trying to get this done and we are very close to resolving this problem.

  Asked for another 2 weeks and he agreed. If we are unable to produce a title on any vehicle we will always do what is right and buy the vehicle back. I have been a General Manager for over 15 years and it has not happened once.

  We will continue to do our do diligence with the title problem and will produce it shortly. We sent via *** * today another temp tag to our customer should have tomorrow.

  Again sorry for the inconvenience.

  Kind Regards,

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

  General Manager Cleveland Ford

• Initial Complaint

  Date:04/04/2024

  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 would like other consumers to know about the tactics employees use in the Cleveland Ford Dealership.
  I requested a car oil change for my Honda car online stating the specific services requested. I made an appointment, and then upon arrival, verified these services with the Service Advisor, ****** ********, whose incompetence and lack of customer service skills should render him fired. To ensure that my Honda vehicle would be properly handled I asked Mr. ******** from the onset, and he assured me there was no problem with Ford Technicians performing services on a Honda vehicle. There was nothing but problems with ****** ********. My car oil change was incomplete because the air filter was not changed. He claims they did not have a Honda air filter part. He had other air filters and did not communicate that was an option. I drove off with my vehicle not serviced correctly using an old air filter because I refused to be ripped off. Then when I paid for the service, he tried to overcharge me both in parts and labor and dollar amount, but I called him out on it. The multi-point inspection was not properly performed, and I saw evidence that the inspection was not actually performed when the coupon specifically included these services. I challenge that they even did the oil change because they performed the services in less than 20 minutes and it is impossible for the services listed on the coupon to be performed in less than 20 minutes. I sat in the waiting room and ate my peanut butter banana sandwiches and therefore I know exactly when I left the waiting room where there were people saying insulting words out loud for customers to hear. I left and went to check on my vehicle less than 20 minutes after the vehicle was sent to the technician for service. Stay away from Cleveland Ford Service!

  Business Response

  Date: 04/04/2024

  Hello *****,

  My name is **** ********** and I am the General Manager of Cleveland Ford. Attached you will find the documents of the text chat you had with ******. First of all, the services of changing your oil and replacing the oil filter was accomplished in 20 minutes or under via we run strict clock time on our technicians and if the only thing they are required to do is change oil they can move incredibly fast and are very proficient.  As ****** stated in the attached air filters are always extra and we only recommend to customers when needed and although we do service all makes and models, our primary is Ford. Sometimes we have to order items that we do not carry from another vendor but the time and delivery speeds of our vendors would amaze you often within 10 to 15 minutes. In the 2nd attachment you will see what was done to your vehicle and the recommendation made by the technicians. Those recommendations ****** tried to make to you before you got into your vehicle and left the dealership WITHOUT paying. As I understand from my staff that ****, my lane manager called you later to try and explain services that were performed as well as we do not pre order parts for customers before my techs make proper recommendations.

  Also in regards to someone stealing your water we have free water bottles for all our guests in 4 different locations throughout our dealership. It is also for my staff.

  With all that said I will be glad to reimburse you for your $38.36

  Please expect the check to be mailed with 2 business days.

  Kind Regards,

  ****

• Initial Complaint

  Date:09/20/2023

  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.

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

  Business Response

  Date: 09/21/2023

  Dear Mr. ******,

  Thank you for your email from the BBB. As always, we take pride in every vehicle we sell and offer extended warranties to help customers thru large out of pocket expenses like the one you may be occurring currently. Those warranties do not cover all things all the time but do cover a large portion of out-of-pocket expenses in a lot of instances. I wish you would have reached out to us when you had a problem with your vehicle because as I said I stand by our product we sell completely.

  I would be glad to pick up your vehicle or you could bring it to us and we will fix at no charge. Being that you just bought the vehicle in July just let me know if you would like to drop it off to us or have us come pick it up, whatever works best for you.  On a side note, your dealer locally may be trying to take advantage of you via it does not cost $3,000 to fix a heated seat.

  Kind Regards,

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

  General Manager

  Cleveland Ford

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

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******ealership, was working with me to amicably resolve, but recently has not been returning phone calls or emails, and appears to be at a dead end.
  
  Have some communications from various Cleveland Ford employees- (most recently the GSM) to "please accept my apology on Ford Motors' behalf. One way or another this will be resolved for you". this was from 3 weeks ago.
  
  Mildly complicating the situation, in the 2+ year interim between order and delivery- I relocated from Tennessee to Florida.
  
  Month 4 after purchase and significant effort on my behalf and this remains unresolved.

  Business Response

  Date: 08/21/2023

  Dear Mr. *******,

  I know that you and ****** have had multiple communications with Ford, and we have as well.  I have personally been involved as well and Ford has us on a merry go round and we have gotten nowhere.

  I am going to cut you a check today and I have sent your complaint with a cover letter from me to the head of the Atlanta region.

  A check for $2,750 will be mailed to your Florida address no later than tomorrow.

  I am sorry how frustrating this has been for you and us a like.

  Kind Regards,

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

  General Manager

• Initial Complaint

  Date:07/06/2023

  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.

  I have a Ford Focus 2014 that would rev when it was in reverse. My car has had some recalls on the TCM. The dealership stated that if the diagnostic came back that the problem was the TCM then they would fix it, no charge. The diagnostic showed that the issue was with the actuator motors and not the TCM.
  
  Before we had them do anything we reached out to a few places in town for second opinions. One of the local transmission shops stated that it was strange they weren’t going straight to the TCM to fix the problem, but regardless we would need to go to Ford to get the issue fixed. This left us with some red flags with the diagnostic we received. We took it back to Ford and two days after I picked it up from the dealership I was stuck in a parking lot where my car would not go into reverse.
  
  We took my car back to the dealership immediately and told them nothing had changed and nothing was fixed. We paid $140 for the diagnostic and $749 for the actuator motors just to be told that the work they did is the reason that the TCM is no longer working. Not to mention, the guy who pulled my car up said my car was having issues starting up, which has never been a problem and was an issue that did not show up in the diagnostic. Therefore, this was a problem that showed up while the car was AT the dealership.
  
  We have done some research over the last couple weeks and seen that there is a lawsuit in California for false diagnostics on Ford Focuses that are having this EXACT problem with the TCM. We brought up the lawsuits and they said “we don’t get into that here”. Now we’re out about $900 when all of this should’ve been covered by the recall. When we asked for a refund they refused.

  Business Response

  Date: 07/07/2023

  Dear **** *****

  I am sorry to hear about the experience at our service department. It is our goal to completely satisfy all our customers and in this case I am sorry we did not.

  I will pull your RO and gladly refund your money.

  Please expect the check early next week in the mail.

  Kind Regards,

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

  General Manager

• Initial Complaint

  Date:06/30/2023

  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.

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********ge was sent to the service supervisor, Ron, who we were told would contact us. Now 2 weeks later we still have not received a phone call. I would like our $192.28 back since they failed to diagnose the issue in our vehicle.

  Business Response

  Date: 06/30/2023

  Dear *******,

  I will have a check cut today and mailed to your address. I am sorry for your inconvenience and if you would have reached out to me I would have gladly refunded your money.  Have a very blessed 4th of July weekend and stay safe.

  Kind Regards,

  Doug V*********

  General Manager / Cleveland Ford

• Initial Complaint

  Date:03/13/2023

  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.

  This is my complaint about the Cleveland Ford dealership that will cost me $140.00 for their poor workmanship.
  They over-tightened my lug nuts so much it distorted the shape of the lug nuts. These lug nuts are two-piece nut that has a chrome cover over the nut. They were so tight it stripped the chrome cover off the lugs. I tried to loosen it.
  the owner's manual calls for the lug nuts to be tightened to 100 ft pounds of torque. Undoubtable the dealership does not have to abide by. I took the car to Cleveland Ford they told me I needed new lug nuts. I feel it is not my place to pay for what they tore up on my car do you?
  ***** *******

  Business Response

  Date: 03/13/2023

  Dear Mr. *******,

  I am sorry to hear about your lug nuts and we would be glad to replace them.

  Please reach out to me at your earliest convenience.

  Kind Regards,

  Doug V*********

  General Manager ************

  Cleveland Ford