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Business Profile

New Car Dealers

Westway Ford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 47 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/15/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    TERRIBLE - inquired about vehicle on monday 9/12/2022. i loved the vehicle so much, so i said lets move on with financing process. i told them i will have to work via email and phone because i stay in houston. called and texted them all day monday to see what i would need to move on with the deal. provided all the necessary docs they needed and i even brought in a co -signer. they asked for pay stubs tuesday 9/13/2022. me and my co signer sent them pay stubs wed morning 9/14/2022. texted the sale-man he stated "so we had someone who came in and offered 10k more than what we were selling it for my mangers decided to go with that deal because he was here in person"
    mind you they have ran my credit more than 10 times in this three days. very dishonest

    Business Response

    Date: 12/12/2022

    Business Response /* (1000, 5, 2022/09/15) */
    *****,

    Thank you for the information. We will use this information as a coaching opportunity for our sales staff. We looked into your customer profile in our customer retention management system and were unable to locate any correspondence via text or email in regards to your inquiry. The credit application was submitted inside our lending network for an approval. We were unsuccessful in getting a full approval once your loan stipulations were provided. The fraud verification came back with a potential Social not issued by SSA Office. We take identity theft very seriously and were unable to move forward with your deal. We are sorry for any miscommunication that we cannot find in our system. We hope that you find the exact vehicle you want in Houston so that you can get the identity situation handled in person there.

    Thank you again for your feedback.

    Regards,

    Westway Ford Management Team


    Consumer Response /* (3000, 7, 2022/09/16) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    That is completely false , i have multiple emails and text , that i have attached to this Complaint. me and my co signer provided multiple documents to prove our identity. id, paystub , insurance and we both filled out a credit application. i have bought multiple cars from multiple dealerships you will be the first to "The fraud verification came back with a potential Social not issued by SSA Office. We take identity theft very seriously and were unable to move forward with your deal." moving forward, i would like for all hard-inquiries from your dealership removed from all three credit bureaus.my credit and my co singer.

    thank you

  • Initial Complaint

    Date:08/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 July 16th I purchased a pre owned 2018 Ford F-150 from westway after looking everything over and signing paper I notice the lug nut key was missing from the truck I asked if they could look for it the sells guy told me the service department was closed and they had no way of getting into the service department so I said ok and asked if Monday they would look for it and they said they would well Monday came around and hadn't received a call so I texted the wells guy and got no response from him this went on for 2-3 weeks never getting a straight answer I eventually had to pay to get them taken off and then now my truck is leaking water under the driver side dash I've called for 3 days straight and have yet to get an answer from anyone on the matter I've have talked to 4 different people and no one can seem to give me an answer or a call back very poor customer service

    Business Response

    Date: 12/12/2022

    Business Response /* (1000, 11, 2022/10/11) */
    Mr. ******,

    Our records indicate that this matter has been handled here at the store. Please let us know if you require any further assistance.

    Regards,

    Westway Ford Managment Team

  • Initial Complaint

    Date:08/12/2022

    Type:Billing Issues
    Status:
    Answered
    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 placed a special order with Ford to build a Ford Bronco using employee-preferred A-Plan pricing in February 2022. Additional services were performed when the vehicle arrived at the dealership on July 25, 2022 without my knowledge or consent. These items included window tinting, fabric treatment, and nitrous tire inflation which were added to the discounted price of the vehicle. When I arrived at the dealer (08/08) and inquired about the $2,100 of added charges, I was instructed that this is a "mandatory" charge for all vehicles sold at Westway Ford.

    Further, when discussing my intent to finance the vehicle with my personal credit union, I was informed that Westway would not accept outside financing. Instead, I was "required" to use Ford Financing. I argued this point at length with the salesperson and Sales Manager, but outside financing was refused.

    I immediately contacted the Ford Customer Service Center from the dealership floor and opened a case (************) with the service rep Saundra. I was told that my case would be escalated to a supervisor and to expect a return call within 24 hours. At this point, I left the dealership to discuss this with Ford directly. I followed up three days later to find my case had not been actioned or escalated. I was then transferred to the Bronco Service desk for further assistance. Then I was transferred back to the CSC team and finally to a supervisor who advised there was no recourse for dealer markups.

    When I asked Westway Ford to provide a copy of the Price sheet for the vehicle, they refused by text message, stating that this was against their store policy. I scheduled an appointment to come back to the Dealership for the price sheet and was informed by text that the vehicle I ordered had been sold.

    There are three inquiries from Ford Financing now on my credit report.

    Business Response

    Date: 10/14/2022

    Business Response /* (1000, 5, 2022/08/15) */
    Mr. *****,

    Thank you for your BBB case concerns. Please provide the agreed upon price documentation from when you originally placed the Bronco sport order. We will be happy to review and figure out a corrective action plan to assist you in your purchase. In order to place a correction on your credit report you would need to file a dispute with the credit bureaus affected.

    We will also be happy to place an order on a Bronco Sport for you and agree upon pricing prior to placing this order. Thank you for your time.

    Regards,

    Westway Ford Management Team


    Consumer Response /* (3000, 7, 2022/08/19) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I am unable to provide a price sheet because after multiple requests, the dealer refused to provide one. I've contacted Ford Motors Customer Support and they were also "unable" to provide the price sheet; referring me back to the dealership for the documentation.

    I would expect the dealership who forced then initiated inquiries on my credit report for financing to contact the credit agencies in this case. Especially since my custom vehicle order was modified and sold to another customer while dispute negotiations were ongoing.

    Placing another order, which will require an additional 5-6 month wait ( over 10 months in total) and dealer coerced financing, is unacceptable.

  • Initial Complaint

    Date:07/31/2022

    Type:Product Issues
    Status:
    Resolved
    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 to cancel a contract made back in the year 2019 and receive a refund

    Business Response

    Date: 09/19/2022

    Business Response /* (1000, 5, 2022/08/15) */
    *****,

    Please email your odometer statement to *********************** with a subject MPP cancellation request for further assitance.

    Regards,

    Westway Ford Management Team


    Consumer Response /* (2000, 7, 2022/08/18) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

Westway Ford is NOT a BBB Accredited Business.

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