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:03/10/2023

  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.

  Brought a truck in for service and the tech broke a part they made me pay for the mistake The entire team made it impossible to get me back on the road and the ** refused to answer 5 emails that were sent. The service manager is very unprofessional and pushed my truck out of shop. Stranded the truck for 3 days after me calling and emailing the store.

  Business Response

  Date: 08/16/2023

  Dear *****,
  
  We sincerely apologize for any inconvenience caused by this situation. Our commitment to promptly and accurately diagnosing and resolving issues is of utmost importance to us. According to our records, the component in question on your vehicle had deteriorated due to age and rust, resulting in its inadequacy. Unfortunately, we regret to inform you that this matter was beyond human control and cannot be repaired.
  
  We are hopeful that the necessary adjustments have led to an improvement in your truck's performance. Please know that we genuinely look forward to the opportunity to serve you once again in the future.
  
  Warm regards,
  
  The Management Team at Westway Ford

  Customer Answer

  Date: 08/17/2023

  I am rejecting this response because:   The piece was a very hard plastic and the only way this could be destroyed was by human error. They refuse to accept responsibility for their actions.

• Initial Complaint

  Date:03/03/2023

  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.

  Purchased a vehicle from the dealer and after day 3 of owning vehicle found front end is making alotnof noise during operation. Inspected vehicle and found bolts to both upperstrut mounts are severely loose. Upon further inspection found a list of other concerns, mismatched fender badges, rear differential states add oil.Was assured by salesman the truck had an exstensive inspection performed before purchase.Attempted to contact the dealer numerous times, to be continuously put on hold, and told I would get a call back, with no actual resolution. Sennt email to general manager ****************, requesting assistance in resolution with no result.

  Business Response

  Date: 05/26/2023

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

  We do no see any communication on our end with any request sent to our General Manager. We do show that the truck was sent through our shop and a ticket was closed on it finishing the inspection.

  Regards,

  Westway Ford Management Team

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Consisten que no me quieren arreglar la troca. Solo me dicen mentiras ******* Translate:)They consist that they don't want to fix my truck. They only tell me lies Date of Purchase: 06/27/18 Business: Westway Ford 801 *************, ****** ** ***** Business Contacts: *********** Business Phone: ************* Vehicle: Truck Mileage: ********* VIN: 1ftew1ep5jkd31257 Date of Service: 7/23/22 Customer Name: ***************************** ************************************************************************ Customer Phone: ************* Customer Email: ***************************

  Customer Answer

  Date: 02/24/2023

  They can do it soon, they say that they are already charging me for the paquiadero. Thank you
  
  
  Pueden acerlo pronto disen que ya me estn cobrando por el paquiadero.gracias.

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  starts back on 12/16/2022 I traded in a 2018 ford f150, for a 2016 f350. I got home then= next day drove it around the check engine light comes on the f350. So I take it back to dealer they work on it for two weeks I pick it up on 12/30/2022. The next day we are driving another light comes on this time only allowing us to go 50mph. I take it back to the dealer. they get me out of that truck. i wanted my 2018 back but they have already sold it. So I found a 2017 f250 I like. I sign a new contract for that one. I was asked to put a $5000 deposit down. that went for something else. I paid basically 10,610. they called me yesterday to sign a new contract in which I did. now today they call me again to sign yet a third contract due to what ever errors. i refuse. they told me that if I do not then they will come take my truck. Mind you that they still have the 2018 in my name I made one payment on it and due for another and no longer possess this truck someone else does. they have money wrapped up in this truck and they want to take it away from me due to their errors. i due have proof of all contracts from the 2018 to the 2017 to the 2 for the 2017 that can be submitted if need be on a different device
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 7, 2023/01/30) */
  Mrs. ******,
  
  Thank you for writing us. We have responded to all other sources you requested information through. Your contract is already funded with your lender. Sorry for any confusion or inconvenience on this matter.
  
  Regards,
  
  Westway Ford Managment Team
  
  
  Consumer Response /* (3000, 9, 2023/01/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because at the time I returned the 2017 f350 all contract where voided and I should have been returned myb2018 f150. But due to the fact that you guys sold it the same day. I had no.other options but to get a different truck. I have proof that your employee called me. You still have me on the hook for this 2016 f350. I have not had since 12/31/2022. So yes I want the title.
  
  
  Business Response /* (4000, 11, 2023/02/02) */
  Mrs. ******,
  
  Your 2016 F-350 was traded in on the 2017 F-250 you purchased and has already been paid off with your previous lender. The 2018 F-150 you are referencing was traded in on the 2016 F-350 when you purchased it. That loan has also been paid off.
  
  We again are sorry for any inconvenience you may have experienced. Your loan is finalized with your new lender, and you may reach out to them to payoff your current 2017 F-250 in full if you wish to get the title to your truck.
  
  Regards,
  
  Westway Ford Management Team
  
  
  Consumer Response /* (4200, 13, 2023/02/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Then you guys need to fire people.working in your business. Because they called me the 9th that is the new contract. Then the 11th saying if I do jot sign this new contract theybwill come take my 2017. Now it is not my fault you guys are in hot water. Your employee set this chain of events off. And you are wrong the fXXX XXXX was a mechanical failure twice so it should have been voided. When I tock the truck back on the 31st I should have gotten myb2018 f150. I also hope you let the person who bought the fXXX XXXX know that the truck was brought back twice both with in hours of having them. I never had so many issues with one dealer, conning people.

• Initial Complaint

  Date:12/31/2022

  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.

  They offered me a deal and I waited 2 days for them to get the wheels repaired on the car I was going to trade for then they called me in to do the deal and while sitting down signing papers, ****** the sale manager sits down and tells me now I need to add $4300 cash to the deal or he wont do it! VERY unprofessional, ZERO integrity! ************************* the ** refused to talk to me. and *** another Sale Manager gave me a fake email for the General Manager.

  Business Response

  Date: 01/20/2023

  **************,
  
  We are sorry to hear that you feel we are not doing a deal you had agreed to. Please email a copy of the agreement you have to ********************************** so that we can review it and get this matter handled as quickly as possible.
  
  Regards,
  
  Westway Ford Managment Team

• Initial Complaint

  Date:11/19/2022

  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.

  We were told told by Sales Manager ****** and sales rep ************* that the truck we were looking at was ready, we confirmed before driving 3.5 hours that it was ready. We authorized our credit to be ran ONLY on 11/16/2022 and when we arrived 11/19 tok sales rep ************ that we already ran our credit and he confirmed twice they were not running our credit again and just printing out our file. I immediately received notification that our credit was ran through Equifax, Transunion twice and once through Experian which was not authorized! When we spoke to Sales manager ****** the truck was not ready and he said he could not provide anything in wiring that it was not an authorized inquiry just that he would tell their HR and Legal department of the issue so it could be communicated to each credit bureau since he and ************ verbally told us twice in a row that our credit would not be ran outside of the 1 inquiry made on 11/16/2022. I have sent emails showing my communication with ************* for 11/16 and the following day confirming the inquiry. I also have also included text messages with ************* confirming this with my husband as well that only 1 inquiry on 11/16 was to be made.
  

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 7, 2022/12/17) */
  *********,
  
  Thank you for letting us know how to help resolve this issue for you. We have requested these inquiries get removed and are awaiting response to make sure this situation is resolved to your satisfaction. We will update you once we have heard back.
  
  Regards,
  
  Westway Ford Management Team

• Initial Complaint

  Date:11/09/2022

  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'm filing a complaint against Westway Ford service center. I dropped my vehicle off on October 13th and they have yet to even look at or diagnose the issue with my vehicle. My service advisor is Juan T*****.
  
  They had my vehicle for over two weeks before I finally got a hold of anyone. I called the number on the website multiple times, tried contacting the number that was provided to me whenever I dropped the vehicle off, and I filed a case with FORD corporate to expedite/resolve the issue.
  
  It is almost a month later and not only do they still have my truck, but they still have not contacted me and I cannot contact anyone at the service center. The FORD corporate customer assistance person is also having trouble contacting them.
  
  At this point, I would like to know what my options are to not only get my vehicle back, but to make the monthly vehicle payment, or at least provide a loaner vehicle.
  

  Business Response

  Date: 02/27/2023

  Business Response /* (1000, 7, 2022/12/02) */
  Mr. *****,
  
  Thank you for bringing this to our attention. We have been informed by our Service Manager that he has been in contact with you regarding your vehicle.
  
  Regards,
  
  Westway Ford Managment Team

• Initial Complaint

  Date:10/27/2022

  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.

  West way Ford had fraudulently ordered a Bronco in my name using my reservation number and deposit. I placed an order and put down a deposit on 10/2/2020. Due to issues with hard tops, color etc. my order has never been placed. I received an email from Ford on 10/24/22 stating that my order needed to be updated by 11/21/22 or my reservation would be cancelled and my deposit would be returned. Then on 10/7 I received an email stating that my order had been updated. I contacted the dealership and they said they had not done this. Today (10.27) I receive an email stating my Bronco has been assigned a VIN number and will start production in December. This is a vehicle that I have not ordered. Westway Ford has hijacked my 2 year old reservation and ordered a Bronco under my name and reservation number that I have not requested. I called the dealership again today and it turns out it is the GM, Dustin ******, that is in charge of the Bronco orders. So it is Dustin that has ordered this vehicle in my name, using my reservation and my deposit money. According to the receptionist there is no one above him that can assist me.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/11/08) */
  *****,
  
  Thank you for writing us. We have refunded your deposit of $100.00. We are sorry for any inconvenience that this has caused you. Please let us know if you need anything else.
  
  Regards,
  
  Westway Ford Management Team
  
  
  Consumer Response /* (3000, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is unacceptable. The dealership has not solved the issue! They have not removed their order from my reservation. I have waited 2 years to be able to order this vehicle and they just took my reservation slot and think that refunding my deposit fixes the problem - it does not!
  
  
  Business Response /* (4000, 11, 2022/12/02) */
  *****,
  
  All reservations per Ford were converted into orders or cancelled. We had reached out to you multiple times over the past 1.5 years with little to no response. In trying to get your order specifications correct. If you would like to place an order for a Bronco and know the specifics at this point, we will take a look at that as an option for you at this point.
  
  Regards,
  
  Westway Ford Managment Team
  
  
  Consumer Response /* (4200, 13, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In the response it stated that All reservations per Ford were converted into orders or cancelled. That is true. My original order was placed on 4/30/21. There were issues with hard tops, changes in color etc. On 9/21/22 I was sent an email from Ford that said I have until 11/21 to update my order or it will be cancelled. On 10/7 I received an email stating that my order had been updated. I contacted Ford and West way as I had NOT updated my order. I was told on 10/14 to email my original order to *****@vtaig.com which I did with NO Reply. I made calls and no one called back or assisted. After filing thic complaint and posting on Facebook and YELP I was told on 11/9 to email *****@vtaig.com for assistance which I did. Please note this is still BEFORE my order is due. I emailed Anava@vtaig again 9 days later on 11/18 (still before my order was due) and have still not been contacted. I was sent a refund for my initial deposit even thought I did NOT cancel my reservation - West Way Ford and Dustin E***** did. It is obvious that this dealership is not going to do anything about what they have done. I have had this reservation for over 2 years and West Way has taken my reservation and ordered a vehicle in my name that I did not order. This dealership is awful have purchased a vehicle from them in the past and I will NEVER do business with them again!

• Initial Complaint

  Date:10/26/2022

  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.

  Bait and switch. I inquired about a specific trim level which included the features that I wanted. Was told by multiple people that they had that vehicle on the lot. All advertisements and contracts that we signed stated and indicated that it included all the features . The following day we took the vehicle to our local ford dealership for an inspection and without having to conduct a thorough inspection, they were able to immediately confirm that the features that are standard with our trim level have been modified/removed. We were advised to go back to the original dealership as they would be the ones to make the corrections. When we took the vehicle in for them to review the missing features, they choose to make certain changes without even asking our approval. We have called multiple times to receive the documentation showing of what was done to the vehicle and they have not provided that to us. They have acknowledged that they did falsely confirm that the vehicle had all the right features, they also acknowledged that their advertisements were incorrect, they blamed there third party company that posts the advertisements, and that they refuse to do anything about it.
  

  Business Response

  Date: 02/13/2023

  Business Response /* (1000, 9, 2022/12/02) */
  ******,
  
  We are sorry for any confusion regarding your purchase. The Mach-E that you purchased from us Pre-Owned was advertised as a 2021 Mach-E Premium AWD. It is a Mach-E Premium AWD. All pre-owned vehicles are sold AS-IS. Customers often put lifts/wheels/tires/stereos/accessories/etc.. on their vehicles to fit their personal preference. The information regarding what comes on a vehicle from the factory is promised to you as a consumer if you were to purchase it brand new. For example if the tires needed to be changed, and they are a different brand or model it would not void a sale.
  
  We am sorry that we were unable to assist you with getting the vehicle to new condition.
  
  Would you like to trade that Mach-E in for a New one to ensure that you are getting exactly what you want?
  
  Regards,
  
  Westway Ford Managment Team

• Initial Complaint

  Date:09/16/2022

  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.

  We went into Westway Ford late July to purchase a used car for our son who was going off to college. We found a Kia and were initially told the price was what was advertised, plus the approximately $1,600 for reconditioning. We told them we'd think about it. They then told us they would cover the reconditioning. We were still thinking on it, then they came back and discounted the car from $20,068 to $18,442. We decided to make the purchased and signed the contract on 7/29. The car was "ready" for pick up on 8/1, and as my son was driving it on the lot, an employee stopped him because it was making a noise. He left the car there and we were told it would be a few days. We were later offered a loaner, but declined since it was not expected to take long. We were told the wrong part was initially ordered, then around 8/12, we were informed the car would need to go to the Kia dealer for them to diagnose the issue, as the part they received the second time didn't fix the car. We have asked the dealer at least 2 times what their process is for checking used vehicles before they put them up for sale and have not received an answer. The dealer has offered for us to choose a different car, but after several weeks of looking, they don't have a similar size car with comparable features in our price range. We are also very skeptical of their vetting process for used cars since they don't seem willing to answer that question for us. In hindsight, we are also questioning if they knew the vehicle had issues when we agreed to purchase it and were trying to offload it. We have asked them to cancel the contract (more than once), since we never truly had possession of the vehicle, and after another week, have not heard back. It is 9/16/22 and while we paid for a car in July, we still have no car after 7 weeks.
  

  Business Response

  Date: 02/24/2023

  Business Response /* (1000, 16, 2022/12/02) */
  Mr. ********,
  
  We were awaiting the conclusion of getting you a different vehicle as the vehicle has been titled.
  
  Regards,
  
  Westway Ford Managment Team