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:05/16/2024

  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 contacted Lenoir City Ford on Saturday April 20, 2024 and informed them that my engine light was blinking and asked if they had availability to check it out. I was told by **** **** assistant service manager that I could drop it off at 1pm. When I dropped it off I explained that I took it to an auto store and they ran a diagnostic that read spark plug misfire. **** explained that the mechanic would run a diagnostic and she would let me know what they found. I followed up several times the following week with no response from ****. After a week and a half of my car being there I finally got a hold of her and she said the engine coil and spark plug needed replacing. **** said she checked with my extended warranty and it is covered and I would only be responsible for paying my deductible. **** explained they were having trouble getting my spark plug off and that they were soaking it in something to hopefully loosen it. I again called every few days with no response from her. I finally got ahold of her and asked the status of my car and she said they can’t get the spark plug off. I said after a week and it’s still stuck?! I asked her what the next steps are if the mechanic can’t get it off and she said they would have to replace the head. I explained that they have had my vehicle for a while and I’m paying for a rental that is adding up. **** said I will have a loaner for you by the end of week. Saturday May 4, 2024 I picked up the loaner and returned the rental I was paying for. Fast forward to present day May 15, 2024. My car is still sitting at Lenoir City Ford and **** refuses to return my calls. I contacted Ford Customer Care & they have called several times and each time she gives them a different excuse or doesn’t answer. She told one representative that they’re waiting on parts, she’s told another that they need to run a diagnostic to see what is wrong with my car and they will notify me. Saturday May 18th will be a month since they have had my car.

  

  Business Response

  Date: 05/30/2024

  To whom it may concern:

  ****** ******** decided she did not want to wait any longer for her vehicle to be repaired here, so she had it towed from our premises, so she resolved the problem for herself.

  Thank you,

  
  ***** ************* Sales Manager

• Initial Complaint

  Date:03/26/2024

  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 2017 Ford F150 Raptor September 16, 2023 for $38,995.59. I purchased the truck as-is because Lenoir City Ford just spent $3,419.11 on the engine having repairs done. Sonny and Charlie spoke highly of this truck and told me it should go another 130,000 miles, I didn't make it 30 minutes away and the check engine light came on and was white smoking out the exhaust and down on power. I let the sales man know and he had Charlie call me and told me to bring the truck back because it was a simple fix. I took it back and the next day Charlie calls and tells me the truck is fixed and he would have it delivered and if I ever had any more problems to let him know, they didn’t make it to make house and the check engine light came on again, so they had to take it back and kept it from September 21-28. The previous owner told me the truck had nothing but problems and that is why he traded it in. He stated, “all service work was done at Lenoir CIty Ford, the issues were with oil consumption, all was disclosed and known to them. I made a point of communicating that.” The dealership was not transparent with me when purchasing the truck and did not disclose anything as previously stated. On January 7,2024 after putting 2,563 miles on the truck the oil light popped up on the dash and the truck instantly quit without any type of warning. Now they are saying the engine is locked up and is gonna cost $10,000 plus to have a new engine installed. And the general sales manager told me they aren’t gonna do anything to help me and that I’m on my own.

  

  Business Response

  Date: 03/29/2024

  To whom it may concern...
  
  Disclosing any documents from our records would be violating *** *** **** ******* right to privacy. But in direct response to their complaint: Several conversations have occurred between Lenoir City Ford Management and Mr. ******* regarding any repair work we performed on the Raptor in question. We always verbally suggest a 3rd party inspection if any potential consumer questions work performed. The 2017 Ford F-150 Raptor was in normal working condition when the vehicle was purchased by the *******. We inspected it again after receiving a complaint from the purchasing party. It was discovered by the technician, who had worked on the truck to get it ready for re-sale, that the vehicle had been abused by someone between the date the ******** purchased it and the time that the we had it re-checked. There was signs in the onboard that the vehicle had been driven extremely rough, and that someone had turned a check engine light off before it was re-inspected by our mechanic.

  It was explained to the ******* that when purchasing a vehicle with over 100,000 miles(this one had 135,591), that it would be a good idea to protect their investment in the F-150 Raptor by purchasing a service contract and they signed off accepting the vehicle "as-is, with no warranty, and accepted the vehicle with any faults."  This is indicated in the photo that the ******* signed, and in which they provided a picture for the BBB in the group of pics they sent to you in their complaint. We also have them sign off on another bright yellow form with giant red Stop signs on it which says they will probably spend up to a minimum of $2,500 to keep it operating effectively within the 1st year of ownership and that they are accepting full responsibility for any repairs incurred once they purchase it. 

  Even with all of the warnings, and recommendations, we re-checked the truck for them and found that our technicians didn't do anything wrong, and in fact offered to help in any reasonable way we could. There is nothing more we can do in this situation. The burden of responsibility falls solely upon the customer in this situation.

• Initial Complaint

  Date:05/04/2023

  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.

  IN JANUARY 2023 I TOOK MY 2012 FORD F 150 SVT RAPTOR TO LENOIR CITY FORD TO GET IT SERVICED - ENGINE OIL, TRANSMISSION OIL AND BOTH DIFFERENTIALS. THE SERVICE DEPT DAMAGED A SEAL TWICE. THE TRUCK WAS HANDED OVER COMPLETE. ON THE WAY HOMEI FOUND THE HOOD NOT CLOSED PROPERLY. I DROVE THE TRUCK 3000 MILES WHEN A FAULT DEVELOPED, ENGINE CUT OUT. IT WAS TOWED TO THE DEALERSHIP AND THEY FOUND NOTHING WRONG. MY WIFE DROVE IT BACK AND BARELY MADE IT HOME. THE TRANSMISSION WAS FOUND TO BE AT FAULT. I TRIED TO GET THE TRUCK INTO 3 FORD DEALERS BUT THEY WERE OVERBOOKED. I TOOK IT TO GOOD BOYS ON 411, THEY FOUND THAT THE TRANSMISSION WAS CHEMICALLY FLUSHED, THE WRONG OIL PUT IN AND 3 QUARTS TOO MUCH PUT IN. I CONTACTED THE DEALERSHIP AND THEY BASICALLY TOLD ME THAT THIS IS HOW THEY DO TRANSMISSION WORK. I HAVE ENCLOSED PAGE 416 FROM THE OWNERS MANUAL STATING THEY DID EVERYTHING WRONG, I HAVE BEEN TO MULTIPLE DEALERS AND THEY ALL SAY NO TO CHEMICAL FLUSH AS IT DESTROYS SEALS AND MERCON OIL IS TO BE USED. 3 QUARTS IS TOO MUCH AND WILL CALL DAMGE TO THE TRANSMISSION. I HAVE BEEN TOLD BY THE DEALER THAT TO REPAIR THE TRANSMISSION WILL COST $7400 BUT WILL GIVVE ME A $1500 DISCOUNT. BUT IT WILL TAKE WEEKS TO MAKE REPAIR. I NEED MY TRUCK TO GET TO WORK SO I WENT TO AAMCO ON 8844 KINGSTON PIKE KNOXVILLE AND THEY MADE REPAIR IN 5 DAYS FOR $4000 AND WITH 18 MONTH/18000MILE WARRANTY. I FEEL THAT AS LENOIR CITY FORD HAVE MADE THE MISTAKES AND INCORRECTLY SERVICED MY TRUCK THAT HAS ALWAYS BEEN SERVICED BY FORD DEALRS FOR ALL ITS LIFE AND I AM THE ONLY OWNER SHOULD REFUND ME THE FULL COST OF THE REPAIR. I CAN SEND YOU THE RECEIPT FROM AAMCO IF REQUIRED. FEEL FREE TO CONTACT GOODBOY'S AND AAMCO, WE HAVE TRIED TO CONTACT THE OWNER AND THE MANAGER BUT WITHOUT SUCCESS, WE WERE ALSO TOLD THAT IF WE WANTED IT REPAIRED QUICKER WE SHOULD GO SOMEWHERE ELSE, I BELIEVE THIS TO GET OUT OF THE REPAIR AND ABSOLVE THEMSELVES OF ANY RESPONSIBILITY. WE HAVE ALSO CONTACTED FORD HQ WITHOUT ANY LUCK.

  

  Business Response

  Date: 05/18/2023

  Our goal is to always provide the best customer experience that we can. Unfortunately, that wasn't the case in this situation and for that we certainly apologize. After reviewing the issue, we felt like a refund was justified. We reached out to the ******** directly to let them know and have already sent a refund. The ******** and Lenoir City Ford are both satisfied with the resolution.

• Initial Complaint

  Date:08/19/2022

  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.

  I purchased a 2019 Ford flex from Lenore city Ford after many phone calls and emails. I set up a time to see the vehicle and drove several hours for this meeting. I had just been in a horrific car wreck and had just gotten out of the trauma unit I needed to find another vehicle. I met with after speaking and emailing for several days with all of my questions. After my husband drove the vehicle we sat down to go over everything. I specifically asked about had any wrecks occurred with the vehicle what maintenance was done which included brakes. assured me that all maintenance had been done on the vehicle and it was a very safe vehicle to drive. After returning home I tried to line up I service with my Ford auto mechanic but he was so busy that my husband after a couple of weeks decided to check the brakes and other things on the vehicle before we had a long trip planned. Upon removing The wheels to inspect the front brakes found that vehicle look like it had set in water for a long time as the brakes were almost completely gone and the rotors were so rusted he almost could not get them off. They sold us a car that was unsafe to drive. They risked the lives of me and my family by lying about the condition of the vehicle. My husband had to go purchase new rotors and new brakes for this vehicle. I immediately contacted sent pictures and confronted him about unsafe condition of driving the vehicle. He did not seem concerned and said he would talk to his manager and get back with me. He never returned my call I waited several days. I tried to get in contact of the owner of this dealership no one responded to my emails or calls so I contacted the manager who after several days returned my call. He assured me that he would talk with and get back with me. It is now going on the second week and the manager Has never gotten back with me. I paid $35,000 for a car that was unsafe to drive. I was lied to and ignored.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/25) */
  The company has been attempting to reach the customer to say they will pay the bill if she provides receipts. They have received the pictures. Please contact Sonny.