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:03/21/2025

  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.

  Purchased a new 2025 **** Explorer Platinum 4WD on October 19, 2024. October 30th, car was taken in for minor issues. *** updates was completed.December `12th, car was taken in due to horrible handling in the snow and "wrench" warning light. GSM update per SSM ***** was completed. I was told the *** was not working properly. Basically, my tires were not talking to one another. March 7th, car was taken in for routine maintenance and oil change. Gear shift module software was updated.March 19th, car was taken to replace center counsel lid. Went to perform Powertrain Control Module PCM Software Update. Gear Shift completely failed. Car is not drivable. Replace part is expected April 19th. I firmly believe this particular vehicle is going to continue to have issues with the powertrain and gear shift. Total miles to date *****

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau/Gordie Boucher ****:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate Gordie Boucher ***** willingness to address my concerns regarding the ongoing issues with my 2025 Platinum 4WD **** Explorer. However, a satisfactory resolution has not yet been reached, and I would like to keep my complaint open until one is provided.
  
  When I purchased this vehicle, I did so with the expectation of reliability and dependabilityqualities that **** and its representatives at Gordie Boucher **** assured me of.Unfortunately, my experience has been far from that. A reliable vehicle is not a luxury; it is a necessity, and ***** reputation is built on providing dependable transportation. My continued issues with this car, combined with delays in obtaining necessary repairs, have left me deeply disappointed.
  
  I am unfamiliar with the proper procedures under **** guidelines that have been referenced. Please provide a copy of these guidelines as well as all correspondences between Gordie Boucher *************************** regarding my specific situation. Transparency is crucial in understanding what steps are being taken to resolve this matter.
  
  Additionally, I would like to know who at **** is aware that the part needed to repair my vehicle is not readily available and will not be until April 19th. Why is a paying customer expected to be without a brand-new vehicle for a month when the same part is available in vehicles sitting in dealership inventory? It is frustrating to think that a car waiting to be sold is being prioritized over an existing customer who has already invested in ***** product. I would like an explanation as to why this decision was made.
  
  I am also interested in understanding how widespread this issue is. How many other vehicles are experiencing this same problem?
  
  My goal is not just to resolve this immediate issue but also to address the ongoing concerns with this specific vehicle. I expect **** to stand behind its product and provide a fair and timely solution. Please respond with a clear path forward at your earliest convenience.
  Sincerely, ******* *****
  

  Customer Answer

  Date: 04/14/2025

  While I did hear from Gordie Boucher Ford Lincoln of West Bend on April 4th and was able to retrieve my vehicle after they installed a part taken from their inventory, I do not feel the core issues with my vehicle have been resolved.

  Just two days after picking up my car, on Sunday, April 6th, I received two warning messages:

  • Blind Spot System Fault
  • Cross-Traffic System Fault

  These warning messages are deeply concerning. According to my research, they can indicate problems with the vehicles sensors, wiring, or internal control modulesissues that are not simply cosmetic but can affect both safety and drivability. This strongly supports my ongoing belief that there is something fundamentally wrong with this specific vehicle.

  Additionally, I have yet to receive a response from the dealership regarding my previous request (submitted via the BBB portal) for:

  • A copy of the proper procedures under ************* guidelines, and
  • Copies of any communications between Gordie Boucher **** Lincoln and ****************** about my vehicle.

  This lack of transparency adds to my concern and frustration.

  As previously stated, I would like to understand how common these system faults are in other **** Explorers. If there are known issues, I believe I should have been informed.

  While the dealership may have temporarily addressed one issue by replacing a part, it does not change the fact that new faults continue to appear. I do not feel safe or confident driving this vehicle, and I remain highly dissatisfied with the handling of this situation.

  Any further assistance or direction the BBB can provide would be greatly appreciated. I am looking for a resolution that addresses the reliability and safety of my vehiclenot just a temporary fix.

  Business Response

  Date: 04/14/2025

  Dear BBB/Ms. *****,

  I wanted to let you know we will get the information you requested in a timely manner. We value you and want to make sure you are comfortable in your vehicle.

  Regards,

  GFB

  Business Response

  Date: 04/14/2025

  Consumer called the dealership today and we are picking up her car and giving her a loaner. I also need her to know that there was no communication with **** engineering because her issue did not warrant that.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Gordie Boucher *****

  Thank you for your most recent response. Unfortunately, I must reiterate that my complaint remains unresolved and, if anything, my level of frustration has increased.
  

  Despite repeated requests, I have yet to receive a copy of the ****************** guidelines that Gordie Boucher **** claims to be following, nor have I received the requested correspondence between your dealership and ****************** regarding the ongoing issues with my vehicle. This information was initially requested on March 28,and the continued delay in providing it raises further concerns regarding transparency and communication.

  While I do appreciate the accommodations provided thus farincluding the loaner vehicle, prompt scheduling for service, and use of parts from dealer inventoryI remain unconvinced that the underlying cause of my vehicle's repeated system fault messages has been properly identified or resolved. My concern extends to the long-term reliability and safety of this vehicle, especially once the warranty period ends.

  It is precisely because I do trust the reputations of both Gordie Boucher **** and ****************** that I am requesting clarity, accountability, and assurance that this vehicle will be safe and dependable beyond the immediate fixes. Until I receive the documentation requested and a resolution that addresses the root cause of the issuesnot just the symptomsthis complaint will remain open.

  I am willing to continue working with you in good faith, but I expect timely, transparent communication moving forward.
  Regards,

   ******* *****

  Customer Answer

  Date: 04/17/2025

  After not receiving a return call from the Service Manager, I called again around 1:15 this afternoon.  I spoke with the Service Manager.  He believes, they have found the underlining issue for all my problems with this vehicle.  There is a factory defect, a **** in a wire.  The repair will require a wiring harness.  They can not take this part from another car.  They hope to have the part sometime next week.

  
  

  Business Response

  Date: 04/22/2025

  We have completed the service repair. Our concierge drove the vehicle for an extended test drive, and it is operating normally. The vehicle has been returned. 

  
  

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I acknowledge that the most recent issue appears to have been repaired, I am not confident that the root cause of the repeated problems has been fully addressed. Over the past several months, my vehicle has required numerous warranty repairseach addressing only the immediate symptom, not the underlying issue. This pattern has left me questioning the overall reliability and safety of the vehicle, which is my primary concern.
  Compounding this frustration has been the lack of transparency and clear communication from Gordie Boucher. Your original response claimed that **** had been contacted and that proper procedures were being followed. However, despite my repeated requests for documentation confirming communication with ****, I received only vague assurances. It was later disclosed that the response provided was not specific to my complaint, raising serious concerns about whether my concerns were ever fully reviewed.

  
  This experience has significantly eroded my trust in Gordie Bouchers commitment to resolving this issue with the attention and seriousness it deserves. It is unclear whether your team is addressing my complaint individually or simply issuing a generic response. How many other complaints are you responding to with the same template?

  
  Given the repeated nature of the repairs and the evolving issues, I need assurancenot just assumptionsthat my vehicle is now safe and reliable. I respectfully request the following:
  - Detailed documentation of all diagnostics and repairs completed to date.
  - Confirmation in writing of any communication with **** regarding this issue, including dates, representatives contacted, and summaries of discussions.
  - An explanation of what has been done to identify and resolve the root cause of the recurring issues.
  - A written assurance that the vehicle is now considered fully repaired and safe for continued use.
  

  Until I receive this information, I cannot consider the matter resolved. I appreciate your prompt attention to this issue and expect a timely and thorough response.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/05/2025

  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.

  Under the lemon law, a vehicle may be deemed defective if it has significant issues that cannot be resolved after multiple repair attempts. In this case, my car has been stalling and experiencing engine overheating despite being taken to the dealership for repairs on four separate occasions. Each time, the issue persists, and the car has been in the shop for months, leaving me without a reliable vehicle. The ongoing failure to fix these problems within a reasonable amount of time or attempts qualifies my car for consideration under the lemon law, as it is clear that the vehicle is not functioning as expected and cannot be reliably repaired.

  Business Response

  Date: 05/23/2025

  Dear BBB/Ms. ********,

  Apologize for the late reply to the compliant **** ******** vehicle was fixed long ago. Appreciate Ms. ******** patience in this manner.

  Best Regards,

  GFB

• Initial Complaint

  Date:12/18/2024

  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 vehicle in August, 2024. When I realized their add-on warranty packages and loan interest rates were jacked up, I refinanced. I filed the necessary paperwork with them to get the warranty money refunded. They often tried to dodge my calls when I called them. They wouldn't return phone calls. They said the refund would take 2-3 weeks, then they said it would be up to seven. When I still hadn't received the refund after 2 months, I tried calling again. It took several calls again, but finally I was promised that I would have the refund within a week. I got most of the refund, but they shorted me $50 from each warranty refund. A total of $100.

  Business Response

  Date: 12/23/2024

  Dear BBB/Ms. ******,

  Thank you for your business but we are sorry for the miscommunication. The correct refund is $50. 

  Regards,

  GB

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *** Krueger ******

• Initial Complaint

  Date:11/14/2024

  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.

  I initially took my 2011 **** F350 in to gordie Boucher in west bend the **** dealership. I had a misfire on cylinder 3 so they went ahead and fixed it with my approval. This was on October 2nd 2024. I paid a total of $2366.66 for this repair. I got the truck back October 9th at about 7.p.m. by oct11th at 7a.m I was broken down in ********* with an injector blown right out ,the same side they worked on . They were the last ones to put that side together as the service manager *** admitted. I had to pay a $250.00 tow bill . I rented a truck from ********** for 3 days for a total of $455.70. This was my business truck so I also lost a $2100.00 job because of there negligence. I asked the service manager up there *** if I could get reimbursement for at least the tow bill and the rental truck since obviously it was there mechanics wrong doing since they did warranty the work once brought back in . I was shutdown by *** so I contacted ***** corporate headquarters and filed a complaint. I have heard nothing back from the dealership which don't surprise me. All I'm asking for is the money I put out due to there mistakes. I know the $2100.00 is probably not happening but hopefully half of that . But I definantly want the tow for $250 and the rental for $455.70. I do have all receipts. Also there staff is very rude and they actually asked me to write a 5 star review so they could get there bonus money. How unprofessional. The truck was fixed by them under a warranty which I got back Oct 17th and they had it since Oct 11th for the second time. As you can say they had my vehicle which I need for my tree business half the month. I paid them over ******* hundred dollars and they won't pay me for there mistake and all the money it really cost me. I can't believe a big company like that is so unprofessional and just plain mean.

  Business Response

  Date: 12/03/2024

  We have reviewed Mr.Gilneckis complaint and want to provide this response which shows that we did nothing wrong in connection with the diagnosis and repair of his vehicle.  In fact, we have provided monetary consideration as a goodwill gesture.  The chronology here is important.

  The customer first brought his truck to us on 10/02/2024 with the concern of, CUSTOMER STATES THERE WAS A KNOCKING NOISE AND A CHECK ENGINE LIGHT ON FOR MISFIRE, HE TORE IT DOWN TO THE ***** TRAIN AND ROCKERS AND MAY HAVE GONE TOO FAR BUT IS UNABLE TO DETERMINE CAUSE; LETS SEE WHATS GOING ON, PARTS ARE IN THE ***** AND PAPERWORK WITH INITIAL CODES.
  By attempting to fix the truck himself, the customer made it extremely difficult for our technicians to decipher what actually occurred. According to the customer; I brought his truck here based on knowledge from other customers on our unique ability to be able to handle these complex types of concerns. The customer was correct.  We do in fact has specialized expertise, and as a result, we receive a lot of referrals for complex repairs many of which are directed by ****************** itself.
  The complexity of the Customers truck repair is evident by the technicians detailed description of his efforts to repair the vehicle, as follows: polish[ed] the injector seats in the head until clean, replace 2 injectors, reseal the other 2. I first tried to weld a nut to the broken intake stud and the stud just broke again. flatten it and drill through it, using a small die grinder cut the bolt in 3 pieces and remove them. drill the hole oversize ,retap and install a helicoil. replace bolts. the heater hose was broke[n] in multiple pieces (when it came in) replace[d] that and the injector to valve seals. reassemble, refill both cooling systems, check the oil, looks terrible and has a lot of fuel in it (when it came in the fuel line was right above the open valve cover and every time someone turned the key on (I did not turn the key on before I disconnected the fuel pump) the intake at the bottom of the head, I evacuated that before reassembly) changed oil and filter and programmed the injector codes in,cleared learned data and road tested, ran fine
  
  On 10/11/2024, the truck was brought back in to the dealership with a concern as follows CUSTOMER STATES RATTLE COMING FROM THE ENGINE The diagnosis and repairs are as follows,VERIFIED NOISE, INSPECT UNDERHOOD, # 1 INJECTOR HOLD DOWN **** BROKEN,INJECTOR BOUNCING AROUND. REMOVE UPPER AND LOWER INTAKE, AND RIGHT SIDE ***** COVER FOR ACCESS TO **** BROKEN IN THE HEAD. REMOVE ROCKER ARMS FOR THAT CYLINDER AND INSTALL SPECIAL ALIGNMENT TOOLS, TAPE OFF THE HEAD SO NO METAL FROM DRILLING WILL GET INSIDE. DRILL THE **** OUT IN SEVERAL STEPS. WE HAD TO ORDER ADAPTERS TO DRILL AND TAP THE HEAD FOR SOLID THREADED INSERTS. INSTALL THE INSERT AND TAPER CUT IT TO MAKE IT FLUSH WITH THE HEAD, (IT WENT IN SOLID)REPLACE THE HEAD-TO-HEAD LINE PER WSM. REASSEMBLE JUST THE INJECTOR AND PRESSURIZE THE SYSTEM, THE RETURN SPOUT ON #1 WAS LEAKING, IT MOVED EASILY (FROM THE INJECTOR BANGING AROUND) I INSTALLED A NEW ONE IN THAT HOLE. RECHECK,NO LEAKS. REASSEMBLE AND REFILL THE COOLING SYSTEM, PROGRAM THE NEW INJECTOR IN AND CLEAR MAFDS. ROAD TEST, RAN GOOD
  
  Mr. Gilnecki argues that we were negligent because we worked on the injectors.  This is not true.  The injector failed because the injector hold-down bolt threads pulled out of the head.  We torqued the injector to Fords workshop manual, and after he returned the second time, we fixed the truck at no cost to him using ************* Part Warranty program, which covers parts and labor.  Significantly, the customer had already removed the bolts and he had already taken the injectors apart upon arrival.  Visually, everything looked fine, but our technicians could not confirm what was happening inside the head to view the conditions of the thread. The bottom line is that we did nothing to cause the injector to break loose.
  
  As noted above, as a measure of goodwill, we did not charge the customer for $600 dollars in parts that were damaged by the customer or failed before he brought the truck to our shop.  Nor did we charge the labor to address the broken parts. Even though we knew this was a very difficult situation because the customer had torn apart his truck before he brought it to us, we decided to repair it in an effort to retain a new customer. Again, this was a difficult repair; we timely fixed his truck twice, given the uniqueness of the problem, charged a fair price, and waived certain costs.  

• Initial Complaint

  Date:10/19/2022

  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.

  We brought our 2015 **** Edge to Gordie Boucher **** in ********* on 10/14/22 to get recalls done and to have them check some problems I had been having with the vehicle. They said that the engine was shot and we would need a new engine ($8000). They said coolant had leaked into the 4th cylindar and it was the cause of all of the problems. We had an extended warranty, so they filed a claim with **************. I spoke with the claim agent at Smart CareAuto and he told me that this is a common problem with my car, because there was a manufacturing problem and when it was casted there was a small knick that allows coolant to leak into the cylindars. He also informed me that there is a pending class action lawsuit against the Edge 2015-2018 models with the ecoboost engines (mine is the 2.0L). He said the warranty only covered the repair if either the head gasket or one of the lubricating parts was the cause. He said in most cases it turns out to be due to the manufacturing error. If I were to get it diagnosed it would cost at least 15 hours of labor just to disassemble the engine. **** admitted to me over the phone that they know about the manufacturing error and they see this problem a lot. Gordie Boucher gave me the number to file a grievance. I spoke to one agent that told me that I don't qualify for any assistance at this point. I then spoke to her supervisor and he told me that he can not offer any financial assistance at this time. He told me that he could not elevate my concern any further and wouldn't provide any other numbers or names that I could contact. He gave me an address that I could send a letter to (**** Motor Co. Customer ********************** ****************** said that our car could not be driven out of there the way it is and that it's unsafe. My issue is that this is a known problem among **** employees and companies that work with them (**************) and they refuse to fix their problem. **** sold me a defective car that is no longer safe.

  Business Response

  Date: 11/16/2022

  While we would like to assist ************************** (the "Customer"), we did not manufacture the 2015 **** Edge, VIN: ***************** (the "Vehicle"), perform any prior service on the Vehicle or sell it or any extended warranty. Indeed,the first time we inspected the Vehicle, it had more than ******* miles on it.  The Customer purchased the Vehicle from ********************* with an extended *************** warranty (the "Warranty").  Boucher cannot control or interpret what either ****** or *************** does with the ************** We have no bearing on this other than to report the facts.  When it comes to the manufacturing defect (i.e., **** in a cylinder from a defective casting), that is solely and exclusively an issue for **** Motor Company not us as a dealer inspecting the ************** **** will interpret and apply its policies concerning any recalls or extended warranties.  **** Motor Co.,Customer Relations Team should provide any remedy to the Customer.  All that ********************** can do is report the facts.  Finally, Boucher cannot determine whether the Customers Vehicle qualifies for relief under any pending class action lawsuit.  We have escalated this matter to our contacts at ****, and this is the best we can do here.