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:06/22/2025

  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.

  My 2020 Ford Escape was towed to the dealership on March 20th 2025 ( scheduled appointment). It has been 3 months and they still do not have my car ready. Each week I call I get the same " it will be the end of this week or the start of next." Or " the technician was out sick, to a doctor or the car before yours took longer than scheduled."
  I've called and spoke with the service manager who is very nice but has no real progress. I've called and asked for the general manager and he had yet to return my call. I contacted the Ford Motor company and all they were able to do was open a complaint and send that over to the dealership. I have taken all the conservative steps to take. They have not offered a loaner or rental vehicle so I have had to use others people's car to get and to from work or take my children to their appointments.

  

  Business Response

  Date: 06/24/2025

  We would love to finish Ms. ************ Escape. What wasn't disclosed in her complaint is that this is an insurance claim, and her vehicle has been chewed up by rodents. So, once we trace the wiring to discover the wiring damage/feeding frenzy, we take the time to repair that section. Then we attempt to run the vehicle, and there are further issues because the rodents have eaten another part of a different wiring harness. So, we must call the insurance company, who comes back out to inspect and authorize. Then we repair that damage. This has occurred multiple times, and we must repair one section at a time before we can even discover the next section. The entire inside of this vehicle has been removed to repair the damage the rodents did.As far as a rental vehicle, Ms. ********** is either covered or not by her insurance company. We would not give rentals to insurance claim customers. That is something the insurance company would handle, if she has the coverage.We believe we are close or finishing the vehicle and will keep Ms. ********** notified. 

  Customer Answer

  Date: 06/24/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Yes they are correct that it has been an insurance claim.  Regardless if insurance or not the time it has taken to complete this task far exceeds the necessary time. Three months is excessive.  I have a limited insurance covered rental but had I taken the offer I would have far exceeded the allotted amount.  I assumed it was general practice to good costumer relations to offer a vehicle.  It was never offered or mention.  It was April before it was determined it was a "rodent feeding festival ".  Bottom line is it should not have taken 3 months to dx and fix an issue if it was worked as as frequently as I've been told in the past. I've had to initiate 95% of the communications to get updates. This has been an extreme burden to me. I've had to use other people's cars to get to work etc. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:12/10/2024

  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.

  We purchased a vehicle (07/04/2024) in wytheville va. We still have not received the registration yet.
  
  The vin is ****************-
  
  ford f150
  
  ****** ******** *** ****** ****** ** ****** ** ***** Phone *** *** **** Or ********** 
  We are on our 6th set of temporary tags and the state of ** DMV says they have not received any information from the dealership
  
  Thank you in advance

  

  Business Response

  Date: 12/18/2024

  We sincerely apologize for any inconvenience this process has resulted in for Mr. ********. It has indeed been lengthy and complicated involving interaction with, and cooperation from, several other institutions. Unfortunately, much of this time was spent waiting on these others in order for us to be able to take the next step toward taking care of Mr. ********'s registration and tags. At one point, we simply didn't receive what was needed and we had to find a work-around to keep moving forward.We did strive to keep Mr. ******** informed along the way and to assure him we were doing everything in our power to take care of his registration and tags.It's our understanding that the registration and tags were processed on December 5, and the **** ******** DMV mailed them to Mr. ********.Again, we apologize for Mr. ********'s long wait. Most of this time lag and complications were just beyond our control.

• Initial Complaint

  Date:09/09/2024

  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.

  My 2018 ford focus had a recall for oil pump. The ford place refused to take our ccarrying they were booked for 3 months. I ordered the part and had a mechanic do the work. Ford was suppose to cut a refund check in 60days. Ford customer service and the dealership confirmed yes on the refund check in 60days. They are now saying no refund until car is completed. The oil pump recall damaged the motor and has been sitting at the dealer for 4 months waiting on recall parts on back order. They refuse to offer a loaner or pay for a rental unless we pay in advance .we can not afford to do that. We are still waiting to be reimbursed 1500$ for oil pump. We have paid car payments and insurance for 4 months with no vehicle to drive. This is unacceptable that they are inconsistent their info . I have contacted the attorney General as well. This has caused a burden financially and emotionally .my son had to withdrawal from college because he can not afford a rental and didn't have a ride .
  Thank you for your time.
  ***** ******

  

  Business Response

  Date: 09/10/2024

  ***** ******’s vehicle came to us after hours on July 1st .A repair order was written on July 2nd the vehicle was brought into the shop on July 3rd to verify that the needed repair pertained to the recall 23s64; which it did.Our warranty clerk then started the SSSC approval process for the repair on this vehicle the same day and on July 8th we were given approval by Ford to proceed with ordering the engine for the Focus.The engine along with the other parts necessary to do this repair have all been received except the high-pressure fuel pump, which is currently on backorder.We do have 4 other customers that have been waiting 4-6 months for this fuel pump. As was explained to ***** ******, when the fuel pumps arrive from Ford, we will perform the repairs in the order in which the vehicles came in to our shop.It is not customary to pay refunds prior to work being done. However, we have just today received approval on the refund for ***** ****** and as soon as we have received the funds from Ford, we will issue a check to her. We expect this to go through tomorrow and the check to be issued by the end of the week.As to a loaner vehicle, we explained to ***** ****** that Ford allows every customer $35 per day for a rental with any remaining fees to be paid by the customer. ***** ****** declined this offer.We feel that, absent the fuel pump, we've done all that we can. The situation with the fuel pump is beyond our control.

  Customer Answer

  Date: 09/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  In regard to a loaner. Ford offered to reimburse for a rental monthly.  That is Over $1000 a month we have to pay in advance and wait to be reimbursed and who knows how long that will take . It is not feasible as we are already paying a car payment and insurance on the broken down vehicle. The back ordered part is a Ford problem.  The recall is a Ford problem.  The expense for a loaner shouldn't be the customer's problem. As we are already struggling and stressed with this car situation.  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/16/2024

  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 purchased a car battery from Ford cause they are SUPPOSED to be the best. The first battery lasted a month, died, they gave me another battery, it's dead. I am stuck now with a inoperable truck. They wanted to come and get my truck to put a battery in, I refused, no one is taking my only vehicle to a Ford Dealership. I can see it now..........something is wrong wth the truck and needs repair. I know no repairs are needed it's been to ******** for a complete inspection. They can make up repairs that aren't needed.
  I do not drive that much due to disability, both batteries have less than 40 miles.
  
  I am very upset and disappointed in Ford and the Dealership.
  Please assist any way you can

  

  Business Response

  Date: 05/06/2024

  We're very sorry
  ******** *****, but as we explained at the time you contacted us about the
  battery, it was Out of Warranty. However, in an an attempt to provide
  exceptional customer service, we worked with our battery supplier to source a
  new battery for you. Additionally, we offered numerous options for changing out
  the battery - all at our expense: 1) pick up and return of your vehicle 2)
  mobile service at your home 3) bring the vehicle in. None of the options
  presented were acceptable to you.So, again, to provide
  exceptional customer service, we did indeed try to replace your Out of Warranty
  battery - and at our expense. At this point, because none of our solutions
  worked for you, we feel we have done all we can do.

  Customer Answer

  Date: 05/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am extremely dissatisfied with the response from business. This is the second battery I had to replace. First battery per attached invoice......died for no reason, second battery is dead, my truck is not movable, hence I don't trust Ford batteries anymore!!!!! I was never told they were out of warranty. There are not even a year old?????Regards,******** *****

• Initial Complaint

  Date:01/11/2024

  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.

  Jeep purchase date 7th September 2023
  
  Documents provided by *** ****** ******** show transmission issue prior to purchase
  
  During the first 30 days ****** and ***** sales manager where told we wanted to recind the contract due to the delay and Mechanical issues
  
  The dealership was contacted numerous times I was told there was no staff to deliver vehicle, condenser, evap leak, boot latch, boot latch wrong colour
  
  On the 16 October, Cam my boyfriend and I spoke with **** GM, who advised us jeep needed a new transmission for the first time
  
  Over a couple of weeks we negotiated the finance being rolled back, when a complaint was raised against him through credit acceptance he withdrew this and then said car was ready then said the transmission would be fixed
  
  **** then asked me to lie to warranty company to tell them I drove the car and it wouldn’t shift gears between 3rd and 4th
  
  On the 16 October got flat tyre on I70 motorway with no spare tyre, we had no option to be towed via orders of the police and has refused to pay for the tow bill and replacement tyre. Instead he abused us because he gave us a car to use
  
  Nov 2nd I was involved in accident in Jeep Compass which I was driving which had a dealership tag on it. The police officer involved requested insurance details from them which was not given and he had to call dealership to get them. We where informed due to the dealer tag we would be covered by there insurance now dealership has filled a claim with my personal insurance which was not on the policy.
  
  Vehicle was collected on 13 November 2023 as it advised the transmission was fixed
  
  Jeep presented transmission issues same day and the dealership was contacted on Monday morning no follow up, ***** service manager will not send any requested documentation in regards to recent repairs and has not followed up with warranty status on the transmission
  
  He told us he wouldn’t have sold us the Jeep and wanted to either Find a safer car by winding the finance back

  

  Business Response

  Date: 04/02/2024

  We have been in negotiations directly with the consumer on this matter.  Please contact me directly with any questions.  ****************************** ************

• Initial Complaint

  Date:11/07/2023

  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 went to the dealership to have my car A/C fixed 9/8/23. I had some damage when I left that day. My hood, headlights, and side mirrors had all kinds of damages like someone had gouged out places all over the areas on the hood and side mirrors and the headlights had some kind of black spots on them. Also the windshield had a crack on the corner of the top along with the seal going around the windshield had what appeared to be scratches all over it. I sent pictures into a woman named ******* **** that got me in touch with a man that told me he owned Ashenback Ford even though I later came to find out he does not in fact own it he is a Chief Operating Officer. He came in from ******** to see the damages and again to take care of it. However he and I had different ideas of what was to be done. He said he would have windshield replaced and fix the spots of damage on the hood and paint them. When the paint was done however it was only painted over the damage and damage was left underneath. I was upset. I never again to have the damage left there. We were under totally different ideas. I never would have agreed to that and he knew that. He refused to speak anymore. I said I would speak to a lawyer and they refused to have any further communication. I can’t afford to take them to court after Speaking to lawyer so I’m out of the money $350 for the repairs that never fixed my A/C plus a faulty windshield that they had put in and I took it back to the place they had to install it and air is still coming from somewhere. Plus I have the damage underneath the poorly painted hood.

  

  Business Response

  Date: 11/17/2023

  Ms. ******* came into our dealership initially on September 8, 2023 for service to her vehicle. Our shop diagnosed the issues with her vehicle and Ms. ******* authorized the repairs. Upon check-in at our service counter, her vehicle was photographed and those photos which show the condition of her vehicle upon arrival are attached with this note. When Ms. ******* picked her vehicle up after the services were performed, she had questions about how to keep pine needles out of her hood so our shop foreman went outside and had a conversation with her at her car. He even opened her hood to demonstrate how to keep pine needles from gathering in the crevices. She did not mention anything about damage to her vehicle. That afternoon, Ms. ******* returned, insisting that we had damaged the vehicle while it was in our custody. She demanded a full refund for the services performed, a replacement windshield and repair of the chipped hood paint as well as her headlights.  As can be seen in the attached photos taken upon check-in, the paint was quite damaged and in fact, rusted inside the damage; the headlights were fogged as occurs with use over time; the windshield gasket was warped and whitened from exposure to weather and sun and the windshield was cracked. None of this occurred in our shop. Initially, we attempted to discuss the situation with Ms. *******. We attempted to explain to her that rust, weathering to her windshield gasket and headlights did not occur overnight. But Ms. ******* continued to insist that all of this was all done by our store. She made several visits to our service department – at one time, yelling so loudly and using threatening gestures to a point that she had to be asked to leave. She has placed many, many calls to the other stores owned by our company as well as our corporate offices, sent many, many emails and placed inflammatory posts in various locations.  It’s very important to us to build strong relationships within this community. Because of this, as well as to hopefully remedy the situation with Ms. *******, one of our owners got involved in this situation. ***** ******, who is also our Chief Operating Officer, talked with Ms. ******* and authorized 1) a windshield replacement 2) buffing of the headlights 3) touch up of the chips on the hood of her vehicle. He explained to her that we would not sand and paint the hood, but would fill in the chips with paint. *****, in fact, made several round trips from our corporate headquarters in ******** to Wytheville to talk with Ms. ******* and be personally involved in this process.  After all of our efforts, in an email dated 10/13/2023 to HR Director ******** ****, Ms. ******* thanked ******** for the wonderful job done on her windshield, but she said that she still expected the hood of her car to be sanded and painted and the headlights replaced. There have been dozens of communications between various of our staff and Ms. ******* over this matter. On October 18, 2023, Ms. ******* reached out to HR Director ******** **** yet again via email, informing ******** that she would be retaining legal counsel to represent her in this matter.  ******** told Ms. ******* that considering her intention to retain a lawyer, all further communications would need to be handled though our legal department and that should she have further questions or concerns they would need to be communicated between her lawyer and ours. This is standard operation procedure once legal counsel has become involved.   The Aschenbach Automotive Group, goes above and beyond for our customers and we believe wholeheartedly we certainly did this for Ms. *******. We did so in good faith that while we did not damage this vehicle, we had attempted to alleviate our customer’s distress.   Attached please find:1) Photos of Ms. *******’s vehicle upon check in at our service desk2) Work orders associated with this vehicle since September 8 

• Initial Complaint

  Date:07/07/2023

  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.

  My husband and I went to Aschenbach Ford to possibly buy a car. The numbers didn't work for us. So, we left. 2 days later, **, the financial manager had made a second (unauthorized) hard inquiry on his credit report. And when my husband called him, he had no issue using the ablest slur "the r word" knowing that we were there to get a reliable car to transport our special needs son to school and therapys. After all was said and done, the general manager "had a conversation with him and he feels remorse". Needless to say, they support ablest slurs. While still trying to get a sale.

  

  Business Response

  Date: 07/10/2023

  On Monday, July 3, ** had a conversation with this customer concerning the term of their prospective vehicle purchase and specifically a way the monthly payment might possibly be lowered. ** explained that he could attempt to find an alternative loan with different terms. Pursuant to this conversation, on July 5th, ** found a different term loan for the customer. This was simply done to assist the customer, with the best of customer service in mind, as had been outlined in the July 3 conversation with him.Further, ** would never deliberately slur anyone. Any verbiage he used was in the description of the loan process and the subsequent conversation about the loan, not in any way about a person. Any misunderstanding is certainly regretted and sincerest apologies for that misunderstanding were offered. He just simply would not toss out personal slurs under any circumstances.In summary, anything ** or the General Manager did was in service to assisting the customer in getting the vehicle they needed at a more affordable payment. This was done after a conversation with the customer and was certainly not meant to cause any malicious action to their credit.