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:01/27/2025

  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.

  I sent pictures that tell my story

  Business Response

  Date: 02/04/2025

  Good morning.  If i'm reading the complaint correctly, you were delivered in a vehicle based on you having a full-time job.  Unfortunately, banks do not loan on the possibility of what you may work in the future, they base their decisions on current pay stubs.  Your paystubs did not prove out to be full time.  It is not in our interest to sell you a car and then turn around and bring it back.  Once you can prove full time, we would love to assist you in the purchase of another vehicle.

   

  Thank you

• Initial Complaint

  Date:01/10/2025

  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.

  I bought an f150 diesel truck from future ford and their service department filled it up with gasoline while I signed paperwork. They picked it up to repair and will not communicate with me. I believe they are performing a substandard repair and are giving me a lemon car. They also sold my trade in to an auction before paying the lienholder after cashing a check i wrote them to do so. I think they may be committing fraud.

  Business Response

  Date: 01/13/2025

  Good afternoon Mr *********** You are correct, we did accidentally put gasoline in your diesel F-150, there is no hiding it.  I also believe the service manager has been completely transparent with you in disclosing what had actually happened.    In his most recent email to you, your advisor said that your truck should be finished up and ready for delivery on Wednesday.  We are a 25-year *********** Award-winning dealer; we did not get that way by misleading people or selling lemons.  You also alluded to us committing fraud by selling your trade in at the auction.  That did not happen, your trade in is sitting at our reconditioning lot.  If you would like, we could cancel your deal and return your trade to you.  Please advise on what you would like to do.

• Initial Complaint

  Date:09/25/2024

  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 purchased a 2016 **** Ranch F150 on 12/16/23. I came in with a pre-approval and a trade-in with positive equity. At the time of purchase, I was told this was a Blue certified used vehicle. Since the vehicle has a lot of technology, I decided to purchase an extended service contract. ***** **** presented with me a service contract that he claimed had a technology package, rental coverage and a disappearing deductible if I came back to Future in Roseville. The next day, the truck began having issues but they were intermittent. I took the truck to ************** where they could not duplicate the issues but did find that the rear differential is leaking. Future of Sac flushed it on 12/6/23. I took the truck back to Roseville. After it was there for a MONTH, I found out that the service contract I purchased is not what I was presented with. They also found additional repairs needed that ********* **** did not find. So I dont know if they happened at Future Ford. The sunroof and differential have both been replaced before. There is no rental, technology coverage. No reducing deductible. Portfolio only covered a few minor repairs needed when there is 12k-17k in repairs existing. Ive talked to ****, Dallas and *** for some kind of resolution. I was told by *** to bring the truck back to trade it in. I drove out to Roseville AGAIN on 9/21/24. I met with ****** and Dallas. To my surprise, the truck is now only valued at less than $25000, when I purchased it for $36988 in Dec. There are STILL over $12000 repairs needed that are NOT covered by the extended warranty. Its basically a total loss that I am still making payments on. I have almost $20000 in negative equity now. I cant trade the vehicle in anywhere and Future refuses to repair the certified vehicle they sold to me. I left the dealer without any of the issues being taken care of.

• Initial Complaint

  Date:09/18/2024

  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.

  Absolutely Terrible Experience - Avoid at All Costs I am writing to express my deep frustration and disappointment with the service I received at **** Future in Roseville. Over the course of four separate visits, I brought my car in for the same recurring electrical issue, which your team was unable to diagnose or fix. Each time, I left with the problem unresolved, causing me both inconvenience and frustration.After the fourth visit, I was forced to diagnose the issue myself and explicitly instruct your team on how to fix it. This is unacceptable and shows a lack of competence in handling the ********* make matters worse, during this last visit, my windshield was cracked while in your care. Despite the obvious responsibility lying with your team, you have refused to cover the cost of repair and have instead made excuses, implying that I am at fault. This level of unprofessionalism is shocking and completely unacceptable.I expect immediate resolution of this situation, including full compensation for the damage to my windshield. Please address this issue promptly, as I would prefer to resolve this matter without escalating further.MFS

  Business Response

  Date: 09/23/2024

  Good afternoon.  After reviewing the pictures from your vehicle from when your vehicle was delivered to you and from your garage, you can see that there was no damage on the windshield in our possession.  I have attached both pictures.  If I can help in any other way, please let me know.

   

  Thank you

  ***** *****

  General Manager

  Future Ford Lincoln of Roseville

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because they had my car for over a week and drove it around over 150 miles. The windshield damage was a dot damage on the lower black part of the  windshield which was not very visible on the picture and which developed into a crack over couple day.  I am hoping you will resolve this issue as soon as its possible.
  

  Business Response

  Date: 09/25/2024

  Unfortunately, there was nothing noted down from the incoming walk around nor the delivery sheet in regard to damage on the windshield. Not trying to pass blame, but it's possible you picked up a rock upon delivery.  Once again, the pictures that that were in the last submission had no damage to the window.

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because: A very much seems like youre passing the blame to me however it is what it is and Ill take it further if I have to, but know that we and anyone that I know would not be coming to dealership anymore. 
  

   

  
  

  Business Response

  Date: 10/03/2024

  I'm am sorry you feel that way.  Once again there was no damage to the vehicle while it was in our possession.  We will not be able to assist in replacing the windshield. 

• Initial Complaint

  Date:06/15/2024

  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.

  Me ******************************* and my wife *************************** just bought my truck **** f 150 2024 I only have barley a month with it and the air conditioning jammed. I took it to the dealer to get it fixed but the dealer stated that **** do not have the pieces to fix the problem and also stated that they have over 200 vehicles with the same problem. They also dont have a date for when they can fix the issue in my truck. I am losing a lot of money because I need the truck for my work. I have been renting another vehicle to continue work because **** could not lend me a truck meanwhile my truck is being looked at. This is the reason why I am needing a refund. Thank you for your time.

  Business Response

  Date: 06/22/2024

  Good morning ***************, I can assure you that we are doing everything we can to get you taken care of.  Hopefully our systems are back up and running Monday and I will be able to get you more precise information. Unfortunately, when there are parts on back order, there is nothing we can do.  Like I said, we are doing everything we can to you back up and on the road again.

  Thank you

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

  General Manager

  Future Ford Lincoln of Roseville

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising 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.

  This dealership does not care anything about the customer only making a profit and pure greed. I went to this dealership after after dealing with issues from another? Everything from the get go was a complete rush? I explained i was in the process of a lemon law buy back and If we could wait until Everything was completed that Monday. They would not wait the deal was done as i was driving home and they did not honor a $1500 dollar rebate which i provided that Monday, They then told me if i did not provide proof of The *** deal that my current deal would be canceled and the car would need to be returned. They then proceeded to tell me that they spoke to For credit and everything was clear when in actuality it was not, now the vehicle will need to be returned and i will have to go through the car buying process all over again. DO NOT BUY FROM THIS DEALERSHIP!!!!!!! THEY ARE ONLY OUT FOR MONEY AND NOT TO TREAT THE CUSTOMER AS A PERSON INSTEAD OF A CHECK.

  Customer Answer

  Date: 06/04/2024

  I did in fact reach out for clarification and to see if the issue could be resolved, I did this on 5/26/24, at that point I was told I had nothing to worry about as the situation was resolved. This was not the case, Before they could even finish the contract and validate anything they proceeded to just cash my deposit check, Now they are taking the car back on 6/5/24 because they will not reach out to **** credit to verify the completion of the ****

  Business Response

  Date: 06/04/2024

  Good afternoon ********.  I am sorry for the inconvenience with the paperwork, however After talking to ******, it seems as though everything is correct now and he has handled the issues with ****.  If for some reason that is not correct, please reach out to me ASAP and I will make it happen.

   

  Thank you

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

  General Manager

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

• Initial Complaint

  Date:05/08/2024

  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.

  In August of 2020 we purchased a 2017 **** explorer from Future Ford of Lincoln/Roseville. We spoke with the salesman on multiple occasions during that day, that we wanted to be sure that we purchase an extended warranty for the life of the loan with the vehicle. We were assured time and again that, that is what we were getting. We signed all documents, and we're on our way. 3 months later, in Nov 2020 (approx) we had to take the vehicle in for a clunking that sounded as if it were coming from the transmission. They fixed nothing for transmission. Fast forward 4 years, and now we are having an issue with the transmission again, and upon looking at our paperwork, we realized that we were never signed up for that extended warranty, and it had expired 2 years ago ( much to our surprise) I have contacted the dealership 3 times, and no return phone calls. I had spoken to a salesman that said that he would get us a quote for an extended warranty - but he has not called back and I have left a voicemail with the top sales manager since then. I am sick to my stomach that they did not give us what we had initially asked for, and even more upset that I trusted that this dealership had our best interests at heart. I would not have made a purchase through them at that time if I was told we were unable to get a life of the loan kind of warranty.

  Business Response

  Date: 05/13/2024

  Good morning, After looking into this, it appears that you have since spoken with *********************.  He told me that you are now considering trading your vehicle in.  Please let me know if that is not accurate.  

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

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

• Initial Complaint

  Date:03/02/2024

  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 purchased a 2021 f 150 2/25/24, I will say everyone was so helpful when it came to getting me into this truck, but have been trying to contact them since the next day and can't get any response, they sold the truck showing the wrong window sticker leader me to believe the truck was originally more than it was by 20k then sold with different tires 3 are one brand 1 is another brand, the truck has been dead in my garage for the week I've owned it because the battery won't hold a charge, This is a **** PRE-OWNED CERTIFIED USED VEHICLE, supposedly with all the warranties, I've called left messages, sent emails, text messages, zero reply from anyone a future ford, as a matter of fact I've been hung up on 3 time. What's it going to take for this dealership to step up and do the right thing. I spent a great deal of money for a vehicle I can't drive, why should I spend another $250 for a battery and another $1,000 or more for matching tires, shouldn't this have had a new battery and matching tires,???? Or does CERTIFIED PRE-OWNED, means oh well you get s*** and we won't talk to you if you approach us with an issue.

  Business Response

  Date: 03/06/2024

  Please reach out to me ASAP.  You should not have these issues.  I will get it handled for you immediately.  

   

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

  General Manager

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

• Initial Complaint

  Date:02/26/2024

  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 purchased a truck from future ford in the Roseville auto mall. They were very selective in what information they shared about the truck. They talked up all the checks they did on the truck, but didnt disclose that the trucks engine has excessive idle time. This is a diesel truck, and idle time causes build up in the motor. Engine run time is over 1700 hrs and idle time is 615 hrs. When I brought this to their attention they refused to take the truck back. To make up for the deception they gave me a good deal on the service plan and warranty. If they had disclosed the idle hrs, I wouldnt have bought the truck. They also didnt inform me that this truck was a prior rental until we were half way through the paperwork. They have very deceptive sales tactics and would recommend that people avoid Future Ford. I will never do business there again.

  Business Response

  Date: 02/27/2024

  Good afternoon, thank you for reaching out.  First off, I want to say thank you for your business.  I did some research on my end, and it appears that during the process there was some issues that you were not happy about.  I'm pleased to hear that the guys went above and beyond to take care of you.  Unfortunately, idle time on a motor is not something that we check when certifying vehicles.  Regarding the rental, I believe it was disclosed to you, as a matter of fact we have your signature stating that you understand it was a rental and you still moved forward with the purchase.  However, I'm glad that the finance manager was able to get you a fair price on the warranty that will ensure that you have coverage up to ******* miles.  If there is anything else that I can assist with, please don't hesitate to reach out.

• Initial Complaint

  Date:01/11/2024

  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.

  Whatever any of you do, steer clear of future Ford Lincoln, mercury service center in Roseville **********.Had them do a three hour parking brake repair on my 23A. Took them 16 days to perform the service. They wanted to charge me $4200 for unnecessary repairs they cooked up.They damaged the top of my **, left, wide, open cracks where the roof meets the back wall of the *** Not sure if the idiot performing the service lifted it too high or somebody backed into something with the passenger side, rear of the ** and caused the damage.They are genuinely horrible service center for your vehicles.This just happened last week. My ** was literally perfect. Aside from the parking brakes needing adjustment. Bumper-to-bumper, it was spotless. Mechanically it was as close to flawless as it gets. What a bunch of effin idiots. Seriously, steer clear.

  Business Response

  Date: 01/18/2024

  We here at the Future Ford ************ take these comments very seriously and are always trying to give our customers the high quality of service that they desire. we looked into ********************** concern about damage to his motorhome. during our repair we only lifted his coach approx. 1-2 feet off the ground and removed his rear tires to work on his emergency brake system. the time it took to perform the repairs was held up due to parts availability. after repairs were made we road tested coach and informed Mr. ******* of it's completion. he did road test the coach before closing out his bill. after taking coach home he washed it and found damage to his roof. he then called us about the damage and we investigated it. We checked all video we had of his coach. we checked the stall it was in for any overhead obstructions and came to the conclussion that the damage had to have occurred before it arrived. when checking into his concern we found that this coach has been a daily rental from criuse america and that Mr. ******* purchased it from them. it had over 150K miles on it when it came to us and was not in perfect condition. we have spoke to his inssurance company rep. twice and she has come to the conclussion that we did not cause the damage and that it was caused by a possible tree limb and we do not have trees here at the fleet center that tall to only damage the roof. I do hope Mr. ******* finds resolution in this concern but we here at the Future Ford ************ handled his coach carefully and with resolve to his primary concern.

  Customer Answer

  Date: 01/18/2024

  I am rejecting this response because:  We came to the conclusion the it looks like the ** was either backed into something, or something was backed into it.  The passenger rear corner is slightly crushed, and there is a wrinkle in the side panel on the passenger side.  If you claim you have video, we would like to see it.  There was no damage to the ** prior to it being dropped off at your service center.  There are pictures of the ** taken the day before it was dropped off at Future Ford that clearly show no damage.  The ** was damage free prior to you having it for 2+ weeks.  The insurance company (and I) want to see the video of the ** being pulled out and parked in front of your gate prior to my picking it up.  Specifically that angle from your gate camera will show the damage you caused.  
  

  Business Response

  Date: 01/29/2024

  It was determined that there is no way possible for the damage on the motorhome to have happened here.  The shop is an open bay with a 60 foot high ceiling.  

  Customer Answer

  Date: 02/01/2024

  I am rejecting this response because The business previously claimed they had video surveillance of the service Bay. They also have video cameras located at their front gate and in other areas on the property. I would like them to produce video of my RV As it came through their front gate onto their property when I drop it off, and then video of the *** leaving their front gate when they parked it outside the gate for me to pick it up.

  This business is lying and has caused me a substantial amount of time and stress

  The business is lying. They clearly have the ability to prove themselves innocent or prove me wrong with video. I would like the surveillance video.  If they failed to produce it, they are clearly at fault and lying.