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:02/12/2025

  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 purchased our ************************ October 2018. In November 2023 it started sputtering with a check engine light. We took it to Woody Anderson ****************** in ******* on November 15, 2023. The mileage on the vehicle at that time was ******. (Note: under the ****** mile warranty) *********** Advisor Tech replaced spark plugs, coil and boots. He noted on our bill, signs of a coolant intrusion into cylinder 3 but did not express the seriousness or urgency to get it repaired. He did not share this was a known issue by **** and a service bulletin had been issued. *********************************************************** We continued to drive and properly maintain the vehicle as normal. In the spring of 2024 we purchased a second vehicle and decided to cover both vehicles with a third party warranty (Endurance). On December 9th, 2024 the car was running rough so we had it towed to the Woody Anderson Ford ************** in **********. The mileage at that time was ******. We have been in contact with ***** ******* at this facility. Ten days later, on December 19th, they informed us they were replacing #2 and #3 spark plugs. Between December 20th and 30th they found the plugs were cross threaded and repaired those parts. Twenty-two days after having it towed there, on January 2nd, 2025, they said the engine needed to be replaced. A claim was submitted to Endurance and it was declined January 17, 2025 due to the condition being noted on the 11/15/23 maintenance bill. Woody Anderson Ford failed in informing us the urgent need of engine replacement in 2023.We have requested a loaner vehicle numerous times over the past 2 months to no avail. We are not in a position to rent a car while this gets resolved.

  

  Business Response

  Date: 02/12/2025

  To Whom It May Concern,
  After reviewing all the information and data from this experience and prior experiences with us leading to the current status of the vehicle and denial of claim from the aftermarket warranty company it has been made clear that the vehicle came into our Madison ********* location on 11/15/2023 with a check engine light for a cylinder #3 misfire diagnosed by the technician. His story reads "Correction: Verified customer complaint, drove vehicle and found misfire on cylinder 3, state replace plugs and 1 coil with ford parts, performed tune up and replace cylinder 3 ignition coil, drove and retested and no issues at this time." This is standard procedure and routine maintenance recommended by **** on this vehicle every 60k miles. We would need to do this at the current mileage that the vehicle was at, *****. During the inspection the technician also notated, and this is all on the final invoice and customer copy for the vehicle, that " During inspection, found coolant low and early signs of coolant intrusion into the cylinders, topped off coolant and if vehicles misfire comes back or low coolant event, needs to take to main location for the coolant intrusion test be performed." The vehicle was then given back to the guest on 11/16/2023 and we had not received any contact or seen the vehicle again until 12/09/2024 at ***** miles when it was brought into our main service department at which time it was stated the vehicle was running rough and the check engine light was on. We then went over the previous repair performed on 11/16/2023 and found there was an issue with a couple spark plugs which we then proceeded to replace and cover under the warranty for the repair that was done back in 11/23. Once a good platform to work off and test was established after completing these repairs the technician found that the engine in fact did have coolant intrusion now at this point. The vehicle had no additional coverages through **** at this time. The guest states to the advisor that they have an aftermarket warranty through Endurance. We followed Endurances warranty procedures for the warranty submission. They ask for records and all the ins and outs a warranty company requires, including sending an inspector out. Eventually the warranty company denied the claim stating it was a preexisting issue since it was stated back on 11/16/2023 that it would need to go to the main repair facility if issues returned and that there were possible early signs of coolant intrusion. This was only declined because as stated by the guest that they purchased the aftermarket warranty on 4/17/2024, well after the 11/16/2023 visit. Woody Anderson Ford has no control on how an aftermarket warranty company handles a claim and only provides the information they ask to help facilitate the process of repair.  We repaired the vehicle to the best of our ability at that facility. The vehicle went ***** miles between the visits with us and over one year of time. The repair Woody Anderson Ford did was satisfactory for the visit and advisement that was given back in 11/23. On the current visit we also took it a step further to reaching out to ****************** for assistance with the repair since all coverages have expired due to mileage  on the vehicle. **** offered up $4999.02 towards the guests repair which is where we sit now. If the guest chooses to cover the remaining balance towards the engine replacement of $5153.33, we would be glad to provide a loaner vehicle until the repair on the vehicle is completed . We have exhausted all options financially and warrantable to cover for the guest at this time. 

  

  Business Response

  Date: 02/14/2025

  Please see requested document attached. Thank you!!

  Customer Answer

  Date: 02/18/2025

  Complaint: 22930943
  
  I am rejecting this response because:   

   In response to a message received on February 14, 2025. 

   When we presented our 2018 **** Escape to Woody Anderson Quick Lane on November 15, 2023, the vehicle was under the ****** mile standard powertrain warranty. It was also under the seven years of service and under the ****** miles cited on the ***************************; letter sent to all US **** and ******* dealerships on June 9, 2022. This letter refers to a partial warranty and safety warranty bulletin 21N12. 

   It is our understanding all of this was/is one step short of a **** total recall on the engine coolant intrusion problem we have on our **** Escape. We were never notified of any issues or the existence of the **** 21N12 letter or any of the numerous ***************** Bulletins. There are thousands of complaints with consumer agencies; NTSB; and with **** on the Internet. There are also numerous class action lawsuits citing the exact issues our vehicle has. Which leads us to the encounter at Quick Lane Service on November 15, 2023. We took the vehicle in with an engine fault code of P0302 and it was running rough. The vehicle was returned to us with a notation of  if the vehicle misfire comes back or low coolant event, need to take to the main location for the coolant intrusion test to be performed. (Which we did on 12/9/2024).

   The technician, Chase ********** failed to express any urgency or share that there were numerous bulletins about coolant intrusion on our vehicle. Those bulletins specifically cite 2018 **** Escape 1.5 L eco-boost engine; low coolant; runs rough; DTC P0302. We were told on February 5, 2025 that **** has offered $4999 toward parts and repair of our vehicle. Our understanding is this offer expires in 30 days. We feel this is an acknowledgment on their share of the mechanical issue.

   Woody Anderson and their team failed in their duty to inform us properly. We believe Woody Anderson should cover the remaining repair expense as acknowledgment of not properly informing us as a consumer.  ***** & *** ********

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/20/2025

  To Whom It May Concern,
  Woody Anderson Ford has taken the feedback and reviewed all information involved. We understand the vehicle had coverage at the time it was in back in 11/23 however it is a requirement per ****************** standards to have a definitive diagnosis to do a repair on a vehicle under warranty. As a service department and dealership we will not, nor will we ever sell something a vehicle doesn't need or will we commit warranty fraud to repair a vehicle. This being said we also don't make revenue for not repairing a vehicle. I can assure you that if there was warrant-able evidence that there was a clear issue with the vehicle at the time we saw the vehicle on 11/23 it would have been submitted and repaired for warranty. We however didn't have clear evidence for us to photograph the cylinders and submit to ****************** for authorization to do a 21N12 repair which would take precedence over all warranties as recalls being completed would come first before proceeding to other options for repair. We then recorded on the repair invoice that the customer has copy of that if an issue occurs with misfire, or a low coolant condition occurred to visit the main dealership for further diagnosis. It was claimed that this didn't happen until over sixteen thousand miles and over a year later. It is the consumers responsibility to maintain and monitor the status of their vehicle while in their possession or care. If a thought or concern existed the consumer could stop by the dealership at any point for professional opinion diagnosis and consultation. Woody Anderson Ford professionally diagnosed and documented the current status of the vehicle at the time it was seen in 11/23. We do understand that ****************** has had problems in the past with the coolant intrusion concern and is why they issued a customer satisfaction recall. For this reason ****************** offered in good faith the $4999.02 towards the repair. This leaves a balance to repair after ******************'s portion of $5153.33. After review Woody Anderson Ford will contribute half of the remaining balance $2576.67 and provide a loaner vehicle for the duration of the repair of the vehicle to help with transportation. This would leave a balance to the guest of $2576.66 to repair the vehicle. We hope this final attempt to resolve is satisfactory as we want to help and retain the guest as a customer and appreciate their business.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22930943
  
  I am rejecting this response because:  

  We appreciate the offer from Woody Anderson Ford, however,  we have incurred a towing fee($200.00), continue to have the vehicle licensed and insured ($167.95) and the significant inconvenience of NO loaner vehicle since the onset (cost TBD) of this whole situation. We have been waiting for diagnosis and repairs while it is sitting unavailable at the Woody Anderson Service Facility since December 9, 2024(2 1/2 months). 

   

  An adjustment to the offer of  $2576.66 to reflect these secondary expenses and inconveniences we have endured is requested. 

  
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We reluctantly accept the offer of our portion of repairs with the final cost of $2576.66 and a loaner vehicle while the repairs  are being done. Please have Woody Anderson Ford contact us about the loaner vehicle.
  
  Sincerely,
  
  ***** ********

  ************

• Initial Complaint

  Date:11/06/2024

  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 dropped my 2024 **** Maverick truck off on Oct 3, 2024 for warranty work to fix two leaks and the truck has sat on their lot untouched since that time. As of today, Nov 5th, Woody Anderson Ford still has not started work on fixing our truck. I was told they have the parts. They gave me a loaner truck but we are restricted on how we can use the loaner due to fear of it getting "too dirty" which will result in a $200+ cleaning fee.

  

  Business Response

  Date: 11/08/2024

  I am sorry to hear that Mr. ********* is not satisfied with the service that he has received thus far. I do want to clear the air and just make sure we correct the items that were and are completely incorrect in Mr. *********** complaint to you, so that we can work off of factual and supported data rather than an opinion. Mr. ********* brought his vehicle in on 9/30/2024 for his appointment that was scheduled for 10/3/2024. The vehicle was dispatched to my technician to diagnose the vehicle issues on 10/3/2024. An inspection link of the issues and recommendations for the vehicle was sent to Mr. ********* on 10/3/2024 at 11:51am. He responded to the link message that he would pass on the recommended services on 10/3/2024 at 12:14pm. The Warrantied repairs, parts were ordered for on 10/3/2024 at 11:52am, even prior to Mr. ********* declining the recommended repairs. Mr. ********* then messages my advisor and asks if the truck will be ready for pick up on 10/4/2024 at 7:39am. This is not reasonable as we had to order parts needed for the vehicle and is a extensive repair done by an engine specialist. My advisor then not even fifteen minutes later responds to Mr. ********* that it is not likely as we are still waiting for parts to arrive and that he will get an *** on when they might arrive and a better timeline of when the repairs could be completed. Mr. ********* then sent a thank you message a few minutes later. Mr. ********* then on 10/4/2024 at 8:06am asks if he can get a loaner vehicle to use while his vehicle is down. My advisor responds back on 10/4/2024 at 9:15am that yes he could and that he had given information to my loaner department to get him set up with a vehicle and that she would be reaching out to arrange it. Mr. ********* responds back to my advisor on 10/4/2024 at 10:00am that he got the link and thanks my advisor. My advisor reaches back out to Mr. ********* on 10/4/2024 at 11:37am letting him know that we have his loaner vehicle ready for him. Mr. ********* thanks my advisor again. My advisor responds 10/4/2024 at 11:52am his pleasure and advises him he is about to head to lunch and will be back no later than 1:30pm just in case he messaged, called, or came to get the loaner vehicle while he was out to lunch. Mr. ********* responded a moment later and said enjoy. Mr. ********* then came by to pick up the loaner and has the vehicle even currently to this day while we facilitate his repairs. The parts didn't arrive until 10/10/2024. During this time waiting for parts my technician was diagnosing and working on other vehicles, as he didn't have what he needed to perform the repairs, keep in mind this is an engine and driveline specialist, all the jobs that this technician performs can be very in depth and very time consuming. My advisor on 10/10/2024 at 8:59am advises Mr. ********* that he doesn't have an answer as to when the repair for his vehicle will begin and advises him that he has more repairs to do prior to getting to his repair. We use a first in first out process always working on the oldest work order opened dated vehicles first to get them repaired and back on the road. While we waited for parts for Mr. *********** vehicle several older work orders parts were previously ordered for arrived, some having had parts backordered for months. My technician according to proper procedure gets these vehicles in to complete the work that other guests had been waiting for some time on due to part availability. During this wait time to get Mr. *********** vehicle in he is messaging back and forth with my advisor several times, all the while my advisor is responding and giving him the most up to date info he can get from the tech as to when an estimated time is that he may get it in while trying to complete these older and in depth lengthy big repairs. On 11/6/2024 at 9:49am my advisor informed Mr. ******** that my technician was pulling his vehicle into his bay to complete the repairs. The time I received this complaint here in my email inbox to respond was 11/6/2024 at 10:23am. I understand he filed complaint on 11/5/2024 but he was notified it was coming in prior to us receiving so it was not a reaction to the complaint that it then came in to be completed. The vehicle is still in the technician's bay and should be completed today as long as all repairs go to plan. As you can see to Mr. ********** statement that his truck had been untouched and not starting work on the truck, was not correct, on 11/5/2024 we didn't have it back in with the tech to complete the final repair, but had already done a lot of legwork on the vehicle. We provided a loaner vehicle the entire time we have had the vehicle as Mr. ********* is still in the loaner as I write this. The loaner agreement is very in depth as these are brand new vehicles, less than 5000 miles on them that are in a program through ******************. The vehicles must be kept in like new condition and shouldn't be used out side of normal operation. If the vehicle is treated with care and not used and abused, not smoked in or have had animals transported in, dirt from normal use is not considered "too dirty", but if the guest takes it through a mud hole and off road, that would be violation of terms. It is transportation to use as a courtesy while we repair his vehicle. I hope this meets expectations of what you would need but seems as if we have been very accommodating and done what we can to assist Mr. ********* during this time in a unbiased fair manner while assisting other guests who have been waiting as well.

  Thank you!

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22517231
  
  I was pleased that my truck was finally fixed on Nov 8th.  Thanks Woody Anderson Ford for rectifying the situation.  I truly appreciate it. 
  

  I'm still not clear why it took so long to get the repairs done (over a month).  I was told that there were three vehicles ahead of ours on 15 Oct but that was it.  Woody Anderson Ford mentioned that they began repairs on our truck prior to my BBB complaint filed on 5 Nov.  That may be true, but we were not notified until 6 Nov that repairs had begun.  If they did start prior to my complaint, better communication on Woody Anderson's part would have alleviated a lot of stress and anxiety on our end due to the lengthy repair time (even if it is a simple "We haven't forgot about you.  We apologize it is taking so long.  Thanks for your patience").  Pretty basic customer service 101 stuff.

  I must say I am shocked by the tone of Woody Andersons reply.  It is contrary to how you would expect a customer serviced based enterprise to act.  From my point of view, it is simple.  Woody Anderson Ford never apologized or seemed to care that we were being inconvenienced by the lengthy repair time.  For a customer service-based business, that is inexcusable.  Instead of accepting responsibility and apologizing, they are accusatory and are trying to put the blame on me and paint me as unreasonable and irrational.  That is simply untrue.  I have been nothing short of cordial and very understanding in all my correspondence with Woody Anderson.  I hate that i had to file a BBB complaint against them but in the end, it is my belief that the BBB complaint was the catalyst that spurred Woody Anderson Ford into action to fix my truck.  Afterall, my truck was fixed shortly after i filed my complaint.  Their response is a huge red flag in my opinion and does not speak highly to the **************** aspect of ********************************************** business model and is contrary to all the Customer First sentiment they espouse. It also makes it painfully obvious that Woody Anderson Ford thinks they are infallible and above reproach.  Sad really.

  Once again, i am thankful to finally have my truck back. It was a huge inconvenience that it took so long and as a result, we had to alter our family plans multiple times.  Yes, they did give us a loaner and we are grateful for that.  However, we were limited (as Woody Anderson explained in their response) on how we could use the vehicle for fear of getting it damaged or too dirty.

  In the end, customer service should be priority number one in action, not just words.  I dont feel, because of their actions, Woody Anderson Ford has internalized that ethos.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/14/2024

  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.

  There were major problems with this car the electronics don't work it drops the connectivity for sink and your cell phone the transmission is Shifting even worse than it had before the brakes are now squeaking and everything still under warranty the vibration and the transmission they replace the drive shaft and a caliper and maybe a coil over struck combo to know Prevail the car is just as bad or worse than it was when I took it in and they will not answer the phone that only text me now and this car I just want I want another car I want this one exchanged for one just like it they are low down snake in the grass they tell you something to your face and then they do the exact opposite ol batr and switch!!

  Customer Answer

  Date: 05/14/2024

  I purchased the car from ************* in *********, it had 4097 miles on it, I've had it for 6 months or so,it has been in Woody Anderson Ford in ******************, for 6 weeks the 1st time,fixed 3 issues, and the other issues are getting worse,now they won't return my calls they only text,witch is what high school ppl do! I am going to contact **** corporate about this,also they lost my title,bill of sale,DMV paperwork and have done nothing to rectify the situation!!!

  

  Business Response

  Date: 05/24/2024

  To Whom it may concern,
  
  ************** has visited our facility a total of two times. The vehicle associated with these visits was not purchased from our facility. We do not look at place of purchase when assisting a guest, only that the guest has a concern and would like our service department to look into the issue. The first contact that was made with ************** was received by me. When I answered the call ************** explained that he had a car that he purchased in another state that was new and had several issues. I then asked him to elaborate to me on what they were. He proceeded to name many things that "his" mechanic had found and that he was adamant that we were going to replace them. I stated to ************** that this was not his nor my decision but rather after inspection and submitting to ****************** their decision on how to proceed with repair if necessary. He then proceeded to tell me that wasn't acceptable and that we were going to do what he asked. I told him I would have my Service Director reach out to him. The Service Director reached out and had him bring his vehicle in and explained the same scenario I had. We provided him with a brand-new car in our loaner program here at the dealership. When this vehicle was returned later to us, he had smoked in the vehicle, left ashes all in the door jam and headliner, which is not only against policy but against his agreement he signed. When he returned for his second visit, we would not allow him in a loaner as he was put on our do not loan list based off the violation of policy on the first visit. The first visit to the dealership came on 3/1/2024 and the vehicle left on 4/9/2024. During this time ************** was in the previously mentioned loaner. The concerns that were communicated for this visit were "Rear end sounds like a popping noise accelerating from complete stop". After many test drives the technician found the popping to be coming from the front left caliper. The caliper was replaced, and post testing found this symptom no longer present. The second concern was "SYNC disconnects from phone while driving". The technician verified the concern and found technical service bulletin 23-2307 for APIM update to apply to the concern. After performing *** road testing proved that the *** corrected the issue. The third concern was "feels like rear calipers are grabbing and front right is popping". Road testing verified the concern and technician found SSM ***** to apply. Technician removed right and left front struts, checked both spring seats and lubed the upper bearings. Road test after repair confirmed repair to be completed. The fourth concern was "popping sound when opening the doors". The technician checked the door operation and found the operation to be consistent with two other similar units. The technician found operation to be normal. The fifth concern was "vehicle transmission slipping in all gears, really slips in 2nd and 3rd ". The technician installed FRDS and road-tested vehicle with a second Senior Master Tech to monitor for any transmission slippage. Both technicians were unable to produce any transmission concerns, no repairs needed at this time. The sixth concern is standard on every vehicle we see and a basic multipoint inspection. The vehicle had ten thousand miles at this time and no multipoint was required at this time, only to address customer's concerns. The seventh concern was "clunk noised around shifter". The technician verified the noise in shifter area during forward to reverse applications. The technician inspected the drive shaft and found excessive clearance in rear CV joint. The drive shaft assembly was replaced, and road-testing confirmed concern was corrected. This concluded the concerns and corrections from the first visit and the vehicle was returned back to **************. The second visit to the dealership came on 5/3/2024 and the vehicle left on 5/8/2024. During this visit the dealership didn't provide a loaner vehicle due to the violations of policy listed previously. The first concern on this visit was our multipoint inspection that is listed for every vehicle that visits the facility. The vehicle still having less than eleven thousand miles was not due for any recommended services and basic operations for components were found satisfactory at this time. The second concern was "feels like the calipers aren't secure". The technician road tested the vehicle and didn't verify any noises or concerns. He lifted the vehicle and removed the right and left front wheels to inspect. He found evidence of road debris marring the left wheel. He inspected and checked the torque on the front calipers. All torque readings were within specifications, and he reassembled, and road tested with no problems found. The third concern was recall 23C35 body control module *** configuration. The technician completed the recall by reconfiguring the *** and road tested afterwards. No issues found and repair completed. The fourth concern was "vehicle died while driving 4-times". The technician was unable to recreate or reproduce the concern. No problems were found at this time. The fifth concern was "popping sound when opening the doors". This concern was looked at on ****************** previous visit. The technician again tested and found that the door operation was consistent with like models and found it to be normal operation at this time. This concluded all of ****************** concerns for the second visit. Here at Woody Anderson Ford, we take pride in doing right by our guests and doing honest truthful business. We have made every effort to satisfy or correct any concern for ************** that he has communicated to us as a dealership. It seems as if he may be unhappy with his purchase and not so much the dealership itself. We would recommend that if this be the case that he reach out to ******************'s customer care line at **************. 
  
  Thank you,

• Initial Complaint

  Date:05/13/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Woody Anderson **************** regarding a recent experience I had with their service department. On [date], I brought my 2008 **** F250 to their service department for an inspection.Upon arrival, I was informed by *************************, a representative of the service department, that the inspection would cost $209. Despite my initial shock at the cost, I agreed to proceed with the inspection as I wanted to ensure the car was in good condition. However, when I returned three days later to drop off the vehicle, ******* informed me that there had been a mistake and that the inspection would actually cost $400. I expressed my inability to afford such a steep increase in price, to which ******* assured me that he had spoken with the relevant parties and they agreed to proceed with the inspection for the originally quoted price of $209.During the inspection, ******* noted some noises coming from the car, but the service department was unable to determine the cause.Shortly after being chauffeured back home by Woody Anderson, I received a text message from the service department indicating that the inspection was complete and that everything checked out fine except for the brake pads.However, when I later took my car to ***** for brake pad replacement, they conducted a "free" inspection and determined that my AC compressor was also faulty. Additionally, prior to visiting Woody Anderson, I had obtained a free inspection from *** Boys, during which they had also identified issues with the brake pads and other components.Upon reflection and considering the negative feedback I've since discovered online about Woody Anderson, I strongly believe that they did not conduct a thorough inspection of my vehicle. It appears that they may have misrepresented the services provided and failed to diagnose critical issues with my car.Therefore, I am requesting a full refund of the $188 I paid for the inspection. I trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to rectify the situation.Thank you for your attention to this matter.Respectfully submitted *******************************

  

  Business Response

  Date: 05/27/2024

  I have already talked to ******************** today and have already had a check request to refund her the ****** that she was charged.  (May 24, 2024) It will be sent to her resident as soon as possible. ********************* and I discussed the events that happened here at the dealership. I have explained to her where we have failed her in our process with this vehicle. Anything that is written as a Multipoint Inspection should not have been charged a dollar amount. Anything in the future she may a question on to please contact me at the dealership. 

  
  Thank ********************************************** Manager
  ************
  *********************************

   

  Customer Answer

  Date: 06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/18/2023

  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.

  Just called the service department on Dec 15 for my Mercury Milan Hybrid. When I described how my car responded to the recent cold snap down into the 20s by shuddering violently during acceleration and by the gasoline motor straining to pick up speed, the service department gave me a first available appointment date in March of next year. It is probably not a coincidence that the weather will be warmer by then and so they won't be able to replicate what the car is like after a night in a cold garage. I think they have seen this problem before and don't want to deal with it. It is interesting that I have had the car for 13 years (only 70k miles) and this problem has never happened before until after a couple of recall items were done to it last summer at the same service location.

  

  Business Response

  Date: 12/22/2023

  Based on our current work load and the schedule that is already booked. March is the next estimated availability that we may be able to work in this vehicle. While we want to be **************** for you, any authorized **** dealer can perform service on your vehicle. The *** program update and air bag recall perfomed last year are most likely not related to the current drivability concern. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21019499
  
  I am rejecting this response because: My car never has had this cold weather response in the past. This was the first cold weather season after the dealer carried out ****'s recall related to the software. Nothing else changed during the year. I'll test the dealer on their current workload by having a friend seek to get an appointment before March (4 months out when I originally called). I'll post again with the result.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/10/2024

  Shuddering under acceleration is a symptom that has many possible causes. This is not caused by a software update nor is it a know issued caused from performing this update. Respectfully, we refuse to perform any future service on this vehicle. Thank you. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21019499
  
  I am rejecting this response because: The attached document shows that the software update affected the interaction between the electric power module and gasoline motor. We now leave the car outside in the sun when we intend to drive it later in the day since this diminishes the shuddering and the straining in the lower gears of the gasoline motor. As for the statement that they would never service this car again, they effectively did that when they provided service availability 4 months in the future after the winter weather ended. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/12/2024

  As stated in the attachment provided for the applicable service bulletin. "outdated software may result in reduced EV-only **************** earlier in the life of the vehicle than intended."
  The instruction for repair is, "Dealers are to update the battery engine control module (BECM) and the powertrain control module (PCM) software." We updated the software of these two modules as directed by ****. Shuddering is a symptom of vairous component failure on any vehicle and does not indicate that this update caused it.  

• Initial Complaint

  Date:12/12/2023

  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 in for service August 2022; shutoff & won't start.After 9 months of waiting for all the work to be completed, told it was completed but still had problems. March 24, ******. The rats in the back lot ate through my Bluetooth and other wires under my dash as well as other places. (Rat ************** was in the back of my seats despite service having the vehicle vacuumed). I noticed it 5 minutes after delivery. There was concern other issues may result from this damage. 2. Vehicle still would not start when I attempted to bring it back 2 days after delivery. (original reason I brought my vehicle in almost a year ago, this was the 3rd time I brought my vehicle in for this reason). After delivery it would not start. 3. When I turn my steering wheel, my tire rubs the wheel well & makes a grinding noise.4. My vehicle was supposed to be picked up the following week but took weeks to be picked up. On Wednesday June 21 message from my service manager that everything is complete, yet Tech has identified the starting issues as being the injectors. Now 12 months since service began Still has the original problems. I sent this information to ************************* of Woody Anderson Ford by registered mail. 2 weeks later my service Manager told me that Woody Anderson would cover the full cost of my repairs, & that it should be done within a week. 3 weeks later, September of 2023 I followed up & then I was told that something happened to my engine for which they have no explanation; oil in my ***************** in my oil. Catastrophic mechanical event they confirmed would now need a new engine; would cost me over $28,000.Tech admitted that there had been several misdiagnosis for which he apologized & repeatedly apologized & describe it as an unfortunate event. Tech&Tim said a new engine is best path since used engine would have other disadvantages. ***************** said he would pay for the parts and that I would then be left with a bill for about $10,000. Total time: over 13 months.

  

  Business Response

  Date: 12/12/2023

  ****************, we do understand that we had some misdiagnosis involved with your truck. Our team here at Woody Anderson Ford has decided to repair your truck. We will get a new complete engine and install it for you. We will expedite ************ as quick as we can in order to get this vehicle operational again. The engine will take a week to get here. Then another week to get repaired. Thanks Woody Anderson Ford.

• Initial Complaint

  Date:10/30/2023

  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 waited a month for an initial diagnosis appointment for my **** f-150 to be serviced. When I arrived on my appointment date, the service writer told me it was only a consultation and that my truck would not be able to be seen today. He automatically assumed the sounds I was reporting was coming from the transmission with no diagnosis and second opinion - which turns out this was wrong. He told me that when his transmission techs were free that he would text and call in a few days to schedule another appointment where the truck could be serviced. I received no calls within two weeks. I called the dealership back again to schedule another appointment and complained about the previous service writer not calling me back and not doing anything on the day of my first scheduled appointment. We finally were able to bring the truck into the quick lane. The lot had the truck for three days and we still did not receive a diagnosis from where the noise was coming from or what was wrong. They kept telling us it was the transfer case, then a solenoid, then the transfer case motor, etc. we had to call multiple times just to get someone on the phone. When we came to pick the truck up, they charged me $280 and said a bunch of things were wrong with the truck, told us 4 wheel drive wasnt working when it worked before we brought it in, so they broke that. Told us we had a huge ***** out of the front rotor and that it was dangerous to drive - there was no *****, and told us they unhooked the transfer case motor before we left - which was a lie. They did not provide any report on what was completed on the truck. The shop ************************* relayed all of this information and lied straight through his teeth. When we brought the truck home, my boyfriend got underneath to look at it and found the transfer case was not unplugged, it was disassembled, and the axle boot was torn. He called **** back to demand an explanation and ***** still lied about everything until we told them we had proof.

  

  Business Response

  Date: 11/07/2023

  Due to shop capacity, we were not able to get started on diagnosis right away. The appointment time is just the time for consultation and diagnosis may not happen at that time. We did pinpoint the noise coming from the transfer case motor. The guest felt it was the **** We did advise there was a groove on the brake rotor. The guest asked us to disconnect the transfer case motor but we did not. We did not remove or disassemble anything. We are happy to refund the diagnosis fee. 

• Initial Complaint

  Date:08/09/2023

  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.

  In june I went to quick lane, at the direction of woody anderson, and had a very "not good" experience. Upon receiving a text to speak on my visit, I proceeded to divulge the scenario and its unfoldings. I was then contacted by the main supervisor, and told that if brought my car back, that it would be taken care of by the service manager *************************. With GREAT reluctance, I towed my vehicle back to quick lane where then a repair quoted as $444.60, has now become $2,500. They've had my car since July 28th. This is unacceptable! I'm being taken advantage of as a woman. I've called eleven repair shops and neither of them gave me a quote even close to what they're trying to have me pay. The highest estimate was $1500 at the most, I was told. I've also been lied to concerning other aspects of these repairs. This business should be taken a look into. The initial experience i had with the original employees is a result of giving my keys to two individuals who no longer even work there. That says a lot. And, now this... This new repair cost is because while my vehicle has been in *********************** care, this time around, he did something to it, and is trying to have me foot his mistake. That's not rite! I need my vehicle back, but not at $2,500... I'm supposed to pick my car up today, though. Hence my complaint. I'm going to quick lane to attempt to resolve this and retrieve my vehicle, so I'll see how it goes.. But this is exactly why a person cannot, does not, and will ALWAYS not trust a mechanic!

  

  Business Response

  Date: 08/09/2023

  The initial repair that was requested to be performed was to replace the coolant bypass valve which was the $444 repair. We made this diagnosis at our Quick Lane in October 2022. The guest has been driving the vehicle since October 2022 over **** miles. ** a result, other components of the coolant system failed such as a broken belt and a seized water pump. ** a courtesy, we did not charge the $444 for the coolant bypass valve and the guest agreed to the $2500 in additional needed repairs which was discounted to $2200. None of the initial BBB complaint was expressed at time of vehicle pickup and check out. We would be happy to resolve this by refunding $350 making the total of repairs $1850. This would equal a total of $1094 in discounts that has been extended as goodwill for *************** 

• Initial Complaint

  Date:08/08/2023

  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.

  A recall was issued for the back up camera. Brought the truck in to get it replaced. Picked the truck up to discover that the display for the back up camera was still just as cloudy. I have attempted to call and many times and left numerous messages.

  

  Business Response

  Date: 08/19/2023

  Issue has been resolved for the customer. Customer confirmed via text message on 8/19/2023

• Initial Complaint

  Date:07/25/2023

  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.

  Went to get an oil change, and spark plugs checked an 5 hours. But that not the problem two weeks later car just stalls on the road 3 mins into my drive and oil and engine light popped up. So I checked I had no oil also checked my wire and one of my spark plugs wasnt in pushed in. Wheres is my oil! Also cars been sitting since the 16th

  

  Business Response

  Date: 07/26/2023

  We have inspected the vehicle and found the oil level to be correct and all plug wires are connected. Preliminary diagnosis shows a possible issue with the purge valve and there are also codes indicating no signal from rear wheel speed sensors. Service advisor will reach out to the customer and we will make a complete estimate once full diagnosis is made. The oil light and engine light will come on when vehicle stalls. 

  Customer Answer

  Date: 07/28/2023

   
  Better Business Bureau: I GOT THE SENORS CHANGED IN MY TIRES I DID ALREADY PICK MY CAR UP THURSDAY EVENING!
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********