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:06/16/2025

  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.

  I financed a *** 530i 2019 and put down 5k. The vehicle had a check engine light on before I purchased it but I didnt know until after I already paid. They said it would get fixed free of charge but because of my work schedule the times they gave me that theyd have available, I couldnt make it because theyd already be closing. I told them this shouldve already been fixed before I purchased the vehicle but this has been dragging on so long that I cant get my registration or tags or pass a state inspection. Now my paper plates are and have been expired for almost a week and nothing has happened since to change that. I havent received any phone call or text message from **** Cooley or anyone except the lender (to pay the car note) and my insurance (geico).

  

  Business Response

  Date: 06/16/2025

  We have been attempting to get Mr. McCall back into the store since the time that this purchase was made. We have followed up repeatedly to try to get the vehicle back in to take care of any issues and complete the inspection. The reason he cannot get the registration completed is because the inspection needs to be completed and the vehicle must be brought in for us to be able to take care of this. The paper plates are expiring because we have been unsuccessful at getting Mr. McCall to return to the store to handle these items and he has been unresponsive many times. We are more than willing to make additional accommodations in order to get this taken care of - including having Mr. McCall drop the BMW off to us and provide him with a loaner in order to avoid interruption of his work schedule. We are reaching back out to him again today about these items to try to get this taken care of for him.

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service 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.

  The dealership has failed to provide necessary paperwork required for a tax document. This form is essential for completing my tax return. Despite multiple promises that the issue would be resolved, no action has been taken. I have made repeated attempts to follow up via phone and email, but the dealership has not responded. In an effort to resolve the matter, I made a 7-hour round trip to the dealership, where I was again assured that the paperwork would be completed within a day or two. It has now been two weeks, and I have received no further communication. The task required from the dealership is minimal, yet they continue to ignore my requests. I am requesting immediate resolution and receipt of the necessary documentation

  

  Business Response

  Date: 05/13/2025

  We sincerely apologize for the frustration and inconvenience this situation has caused the customer. We understand the importance of the tax documentation in question and acknowledge that our delays and lack of timely communication have contributed to the customer's dissatisfaction.
  We would like to clarify that Clay Cooley Ford now has the appropriate paperwork required to process the Federal EV tax credit on the customers behalf. The government portal used to submit this information had previously been unavailable, which contributed to the delay. Fortunately, the portal has recently reopened, and we have initiated the submission process using the correct documentation.
  At this point, we are awaiting confirmation from the *************** that the submission has been received and is being processed. Once we receive this confirmation, we will notify the customer immediately.
  We take this matter seriously and are committed to ensuring it is resolved as quickly as possible. Again, we apologize for the lack of timely follow-up and appreciate the customer's patience while we complete this final step.
  Sincerely,
  ****** *****
  General Manager
  Clay Cooley Ford
  
  

  Customer Answer

  Date: 05/14/2025

  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. They contacted me yesterday and are sorting out the problem.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/22/2025

  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.

  On 12/30/2024, I bought a new 2024 F-150 XLT Powerboost. I opted for the One-Time Purchase plan of **** BlueCruise for $2,495 at the time of purchase, rolled into the financing. I got a Point-of-Sale ***************** Authorization form documenting this purchase. Per the terms outlined on the form, "BlueCruise functionality will be available on [my] vehicle for a minimum period of 7 years from [my] vehicle's New Vehicle Warranty Start Date..."When I first requested this purchase, the dealer informed me that they had just opened that particular location & didn't have the system set up yet to process it, but they seemed to figure it out & ended up selling me the BlueCruise. However, my app kept telling me that BlueCruise would expire on 3/30. I called **** BlueCruise cust. service, & they verified that my lifetime ********** purchase was indeed active & the app would show it as active after 3/30. However, it expired on 3/30.I called **** BlueCruise cust. service on 3/30, & they had me email the Dealer Auth. form I received. Once I sent that, they informed me that they would need the dealership to send the e-signed Dealer Acknowledgement form. On 4/2, I called my dealer & left a voicemail with the finance manager, **** Chanlasen. I also sent him a text. Neither was answered. I called back the next day, & the sales person who sold me the vehicle, **** ******, happened to answer the phone. He had me text him the email address of the BlueCruise cust. service agent I had been working with.I didn't hear back, so on 4/7, I texted **** again & asked him for an update on my case. I didn't receive a response, so on 4/10, I called the dealership again & asked to speak to a manager. I spoke with *******, who said he'd have **** call me back. **** texted me back a few hours later & said he was waiting for **** to get back. That was the last correspondence I received.I'd like my BlueCruise to be reinstated and the equivalent of one month of subscription fee refunded to me.

  

  Business Response

  Date: 04/22/2025

  I have resent the subscription link to the customer and they need to complete the registration form. Payment has been made to **** for these services and subscription link was not completed. Hopefully this resolves itself today.

   

  Customer Answer

  Date: 04/23/2025

  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.
  
  Regards,
  
  *********** ********

• Initial Complaint

  Date:03/06/2025

  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.

  On 02/13/2025, I traded in a **** lease for a new **** vehicle. All paperwork was signed including title transfer from me to the dealership. I was promised my trade in will be paid within 10 business days. As of today 03/06/2025, my trade in has not been paid. I sent an email to the sales manager, contacted them multiple times and left so many voicemails to their finance department to call me with an update. However, so far they have been unresponsive. Every time I call, the front desk person transfers my call to finance but it always goes to voicemails and seems like nobody wants to bother and give me a status on my trade in payoff. I am currently stuck with 2 car payments (my current one and the trade in) because they refuse to payoff my trade in after we signed all legal documents transferring the time to them. Please help me get them to payoff the trade in they agreed to purchase

  

  Business Response

  Date: 03/31/2025

  This account has been paid off and resolved with the customer before we knew about this ******************** complaint. Original payoff was rejected due to a fee that was not included and then resubmitted to satisfy the account.

  Customer Answer

  Date: 03/31/2025

  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:02/20/2025

  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.

  Dec 12th 2024, Drove 2 hours to buy a used truck they had online. I get there salesman was ok with the process but the financial officer was horrible. They promoted online price of 35k and he tried tell me he can only sale the truck if u buy the gap insurance and a maintenance plan or that he would loose my business over a few hundred dollars if he had to. Came to an agreement with price and left some what happy because I got my truck. The BIG ordeal has been they did not have a title for this truck that they sold me. Its been over 3 months of me trying to get ahold of some one that can help at that dealer but the guys that actually sold me the truck responded with its not my department. No title means no plates or registration. The 3month temp plates expired and I had to go to the my local title office for another temporary plate. The bank that finance the loan was able to get some kind of answer from the dealer that the title had go sent to the wrong address. An address to another state. That doesnt not make any sense. I paid for my registration fee they charged me. If a used truck is on there lot posted for sale it should be ready to go. Regardless they wont answer phone calls back after I leave voicemail or emails. Last they told me was they were waiting on the title from the owner so idk if they are lying or not. I have one more month with my temp plates then Im out of time. I filed a complaint with the *** and they said they would open an investigation.

  

  Business Response

  Date: 03/14/2025

  We are waiting on a new title from ******* due to them from the selling dealer we bought it from. Spoke to Mr ******* last week and issued him a new temporary tag and explained the situation. 3/11 sent new temp tag after receiving updated insurance card from customer. **************** working diligently to get this handled.

  Customer Answer

  Date: 03/17/2025

  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/04/2025

  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 purchased a brand new truck 9 days ago. The finance manger repeatedly kept trying to force me to buy entendres warranty. I kindly refused, again and again. After finally getting out of her office I find that the truck is missing pieces and damaged. Getting them to sort that out what like pulling teeth but that was nowhere near the level of problems we have arrived at now. Days later after purchase, looking over my sales sheet I realize the finance manager DID in fact add the extended warranty. Even after I absolutely refused it. Now I have spoken to every manager at the dealership asking for cancel the policy, or even provide me with the policy information so that ********* can cancel it themselves, as they have a 30 day money back guarantee. No questions, no hassle. Now, not a single manager at the dealership will even answer the phone, or if I happen to get one on the phone, they place me on hold indefinitely. It is the most unprofessional crooked thing I have ever encountered, and has made this car buying experience an absolute nightmare. I cant tell you how much it would mean to me for some of your help. Thank you so much in advance.

  

  Business Response

  Date: 04/16/2025

  Good morning, The family guarantee is not an extended warranty and would not have been sold by the finance manager. This is a cosmetic protection package that is negotiated at the time of sale agreement and before finance papers are drawn. It is a non-cancelable product as it is considered to be part of the sale price. It is initialed on the sheet the customer provides to you which is his/her acceptance of the terms on that paper. I have not heard of any missing trim concerns but would be happy if you extend my contact info and will work with them on resolution of these issues.

   

   

   

  Regards,

   

   ****** *****

  General Manager

  Clay Cooley Ford