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:08/21/2023

  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.

  I am receiving toll tags for a car I traded in a year ago and I was sent to collections for it. West way has not called me back and when I went up there on a Saturday no manager was there to help

  Business Response

  Date: 08/21/2023

  Dear *******,
  
  We greatly appreciate you notifying us about this matter. Kindly forward the toll tag bills to ************************************************** This will enable us to assist you in finding a solution to this issue.
  
  Best regards,
  
  The Management Team at Westway Ford

• Initial Complaint

  Date:08/03/2023

  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 was asked to cosign for a vehicle for ******************* on or around June 29,2023. A salesman by the name of ******************* asked me if I could co-sign for my kid's mother and I said sure ******************* then received my information and use me as a primary driver applicant opening up my credit history and putting a vehicle in my name that I didn't approve of. Did not find this app until 8:50 near closing time that he used my name as a primary driver already irritated and upset Mr ******************* lock the keys in the car where I was not able to even drive the car away after hitting your bong for a car sale. I videotape my kids hitting the bong as we went to go receive the keys he said that I could not drive the car or pick the car up until Monday(July 3, 2023) I believe. Upon the news if not being able to drive away with a car after putting $1,000 down for a deposit Mr ******************* promise to accommodate our troubles for not completing the sales by offering a Uber till the car is ready Monday. Deadly Mr ******************* promises fell through the car was not ready Monday July 3rd and I proceeded to call management to get things straightened out but yet I was able to talk to a manager for the next two or three days. After a long wait and hassle of westway Ford holding my $1,000 worth of hard work earn money.A manager by the name of ****** said he was taking over sales because they had to fire ******************* for his negligence. Yes still I only talked to *************** one time and I couldn't get a hold of him either so I finally made a trip for work all the way to Earth just to figure out what was going on by this time I concluded I just want my money back I have bills I have kids to take care of this is a million dollar industry and I'm just a hard working ******** trying to get transportation for my family. Instead of ****** coming out to resolve the situation or give me some type of confidence that they're going to fix the issue he sent another salesman to explain to me that he can't give me my money today come back tomorrow. Highly upset about the time and trouble I spend I gather myself I grabbed the bong stick and hit the bong before I left the bong tipped over and fell now westway Ford is refusing to give me back my deposit because they say that I damaged the ball in which I priced no charges was pressed no pictures was taken all hearsay I even question employees on video they said they don't know anything about the incident so I called ****************************** to get some information about how to go about getting my money and they gave me you guys.

  Business Response

  Date: 08/11/2023

  Dear ****************,

  
  We apologize for the situation you encountered during your visit to Westway Ford. Our records indicate that the events at our showroom on that day posed difficulties in addressing your concerns. Rest assured, we are dedicated to resolving this matter for you and will initiate the refund process. There will be no deduction for the incident involving the property. We genuinely hope you find the vehicle you are searching for. Kindly send a copy of your receipt to *********************************** and we will swiftly resolve this matter.

  
  Best regards,

  
  The Management Team at Westway Ford

  Customer Answer

  Date: 08/11/2023

  I have reviewed the business response and accept this resolution. I will need refund in check form please...I no longer posses that back account I made the deposit in ..Again don't send refund to the bank account..Check please. Thanks

  Customer Answer

  Date: 08/11/2023

  Don't send money to card used ..I will need refund in check form

• Initial Complaint

  Date:07/28/2023

  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.

  Vehicle's airbag light turned on and stayed on while it was under warranty a few years ago. For the past few years there were not issues, however in mid June, this light came on again and stayed on. The vehicle was taken back to the same dealership, WestWay Ford ******************* on hwy 183 and macarthur on 6/21/23. They said even though this issue was already addressed (under warranty), they would need a $180.00 (approx) diagnosis fee to locate the root cause (which should have been done the 1st time). 2 weeks later they reach out and say it's now going to cost $480.** (approx) since it's not a simple diagnosis and requires add. time to look into (not our problem). Then they contact us again saying they identified the issue and it would cost $1685.00 (approx). I then spoke with ******/Service manager who brought it down to $1115.00.1 month later, no word on the vehicle, 7/21/23, after multiple calls - going in-person to the dealership - getting sent away saying someone will reach out to us and still no calls, I call back multiple time again and get a hold of someone (approx 45 min after the line getting disconnected multiple times and being transferred). I speak with ***************************** (Service Rep) who says it will be another $1200+ charge for an additional part/labor on top of the original amount (totalling $2400+) OR we can pick up the vehicle with the airbag light after paying a total of $1179.00 (but the light remains on /unresolved). We are now without a vehicle and out of pocket over $1k or $2k. We need the vehicle back with the issue unresolved for $0 or the issue fixed for the original agreed amount $1115.00. This is absolutely highway robbery and a major hassle.

  Business Response

  Date: 07/28/2023

  ****************,

  Thank you for working with our service management team to get this situation rectified. We hope to see you in the future for any service need you may need.

   

  Regards,

  Westway Ford Management Team

• Initial Complaint

  Date:07/13/2023

  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.

  I used to work there I quit about a week ago but there was a problem with my check they took out money without my permission, soo I ask about it and they told me a reason but the reason was legit soo I talked to them and they returned my money but when I quit last Monday they took out that money again and they said I will not get it back since I quit , it made no sense but I need help getting my ****** back from them

  Business Response

  Date: 07/28/2023

  ****************,

  We hope that your new endeavor is going well. After threatening our Managing Partner stating you would "put two bullets in his M***** F******** head" we feel it would be better to handle any complaint you have through legal channels.

  Regards,

  Westway Ford Management Team

• Initial Complaint

  Date:07/13/2023

  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.

  We bought a vehicle on June 15th 2023 from Westway ford. We had noticed a weird sound a short day after coming from the bottom of our vehicle which was inspected by different mechanics that I personally went to to see what was the issue. We told our sales person who we purchased the vehicle about our problems but his excuse was oh because the truck its lifted we even spoke to the manager from sales and he didnt try to acknowledge the situation at all. We took it to westway twice but the shops ******* said that nothing was wrong with the truck. I took to five different mechanics even had videos taken to show them but all they saying was oh because the truck is lifted. I tried returning even tried telling them kindly but this is a safety issue because ************ did say this truck can literally stop at any moment and we could get into a bad accident.

  Customer Answer

  Date: 07/14/2023

  We gave Westway so many chances to make this correct all they did was make excuse after excuse. They have not fixed the issue or tried to help the situation whatsoever 

  Business Response

  Date: 07/29/2023

  *******************,

   I hope this note finds you well. We sincerely apologize for the inconvenience you have experienced with your vehicle purchased on June 15th, 2023, from Westway Ford. Your safety and satisfaction are of utmost importance to us, and we want to assure you that we are taking your concerns very seriously.

  
  Upon receiving your concern, we immediately initiated an internal investigation to understand the issues you have encountered with the vehicle. Our aim is to resolve this matter promptly and ensure that you can drive your vehicle with complete confidence.

  In regards to your interaction with our sales team, we deeply regret that your concerns were not acknowledged appropriately. We are committed to providing exceptional customer service, and we understand the importance of addressing any issues that arise after a vehicle purchase. Rest assured that we will address this with our sales personnel and their managers to ensure better communication and resolution in the future.

  Additionally, we understand that you have consulted external mechanics who have expressed safety concerns about your vehicle. While we acknowledge their opinions, our team is well-equipped to deal with any potential safety issues and will work diligently to ensure your vehicle is safe and reliable.

  Your safety is paramount to us, and we want to assure you that we will leave no stone unturned in resolving this matter to your satisfaction. Please feel free to contact our customer service department at ********************************** to schedule an appointment or if you have any further questions or concerns.

  
  Once again, we deeply apologize for any frustration or inconvenience caused, and we are committed to rectifying the situation promptly. We appreciate your patience and cooperation in helping us address this matter effectively.
  Thank you for bringing this to our attention. We look forward to assisting you further and ensuring your complete satisfaction with your Westway Ford vehicle.

  
  Sincerely,

  
  Westway Ford Management Team

• Initial Complaint

  Date:05/18/2023

  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.

  I ordered a Maverick September of 22. I asked the sales person if they had a mark up on special orders I was told no. I asked about the order being price protected he responded yes. May of 23 I go to pick up the Maverick it has a 12k mark up on it. I showed the manager text messages from the sales person. Then they refused to sale me the truck at any price starting they don't want me to give them a bad survey score.

  Business Response

  Date: 07/28/2023

  **************,

  Thank you for reaching out to us. We see the image you provided which states on the bottom "This is order has not been submitted in the order bank. THIS IS NOT AN INVOICE". Though we make every effort to make every prospect and potential customer happy we sometimes do come up short of expectations. The notes in our system do not show that we even got to proceed with working your deal. Unfortunately it looks like when you came in maybe we started off on the wrong foot. We understand that buying a car can be stressful and hate that we were not able to accommodate. We hope that you have found your perfect ***************************************************************************** Team

• Initial Complaint

  Date:05/09/2023

  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.

  Westway Ford is trying to charge me for work and parts that did not resolve the issue I brought my truck in for. Customer support was dismal and I was unable to reach anyone most of the time I called. They held my truck for 6 weeks with no loaner vehicle and did not provide status reports allowing me to plan around not having a vehicle. They cleared the check engine light that was supposed to be *********** before I picked up my truck knowing the issue was not resolved but that I would not know that until I paid and drove down the road. (See attachment for further details)

  Business Response

  Date: 07/28/2023

  ****************,

   

  Were you able to get the truck remedied at another dealership of your choice?

   

  Regards,

   

  Westway Ford Management Team

• Initial Complaint

  Date:05/08/2023

  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 leased a ******************* October of 2019. The lease was up on 4/28/2023. I returned the vehicle to westway Ford in ****** ***** to pay off the balance of the vehicle which is an option in my contract. Once I arrived at westway Ford I was informed that they could not sell me the vehicle on the last day of the lease. However, for $1,000 they would. Initially they wanted $1,000 above the purchase price remaining balance and $2,500 for options plus tax,title, license and registration fees etc. When I spoke with **** motor credit, **** customer service, and **** consumer complaints departments I was informed that this was not legal and they could not charge extra for the vehicle for me to buy it back. I contacted Westway Ford and they refused to do anything other than tear up my contract if I were to return the vehicle. No other resolutions were offered. The resolution I would like is to pay the remaining balance owed on the vehicle plus taxes, title, license and registration. Thank you!

  Business Response

  Date: 06/07/2023

  ****************************,

  Thank you for reaching out. We have reviewed your contract executed on 05/01/2023 and found it to be compliant and accurate. The contract you signed has been fully funded by **************** If the management team here at Westway offered to void a contract on your behalf because you no longer agreed with, that would have relieved your obligation to the current contract and would have allowed you to go to an alternate dealership to buy out your leased vehicle.

  We are sorry that you no longer like the terms you signed and agreed to, but when given the option to unwind the deal you did not accept.

  Regards,

  Westway Ford Management Team

• Initial Complaint

  Date:04/04/2023

  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.

  On 02/16/2023 I purchased a 2020 **** Expedition from *************. Deal # ******. Stock # LEA12237. The Vehicle VIN *****************. I was approved for financing at the time. I traded in m 2017 Chevrolet Equinox VIN *****************. ************* took possession of my trade-in for a total Value of $9,000. Of which our contract states that they are to pay off the balance of $8,579.76 to Santander Account **********. However, this did not occur. Subsequent to closing the deal the dealership called me back to inform me that my credit fell through and I promptly returned the **** Expedition and requested the return of my ***** Equinox. However, ************* had already auctioned off my ***** ******* and refuses to return the proceeds of the sale to me, and also refuses to pay off ******** the balance of the note. I have requested that they do either or. They have refused to offer either remedy. I am requesting that they make me whole by either paying off the balance of the note to Santander like they promised in our contract or, pay me the proceeds from the sale of my trade-in so that I may satisfy the note with *********.

  Business Response

  Date: 08/16/2023

  Dear ********************,
  
  We appreciate your correspondence. According to our records, the Santander loan mentioned has been successfully settled, ensuring your complete satisfaction with this transaction. We apologize for any confusion that *** have arisen during the process. Our intention is for you to have acquired the precise vehicle you were seeking.
  
  Best regards,
  
  The Management Team at Westway Ford

• Initial Complaint

  Date:04/04/2023

  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.

  On March 13th I brought in a Mustang to trade in and purchased a 2022 F150. The car had a lien on it which Westway Ford agreed to pay off according to the 10-day payoff. My account does not show my trade in to be paid off, I know have a late fee for the missed payment. I have contacted them numerous times but have not gotten any response. I would like help from BBB to have westway confirm my trade in will be paid off and not impact my credit score. Also will need them to pay any late fees associated with it.

  Business Response

  Date: 08/16/2023

  Dear *****,
  
  We extend our gratitude for your purchase of the 2022 F-150. Our records confirm that the Mustang you traded in has been settled in full, and this should now be accurately reflected on your end. We apologize for any oversight in communication during this process and trust that this resolution ensures your utmost contentment.
  
  Best regards,
  
  The Management Team at Westway Ford