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:03/04/2025

  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.

  ********* customer service in communication. Have had issues with my car for several months. I have taken it in three times and each time they came back and said they could not find anything wrong, and it must be a technology update. Maybe talking to **** themselves, see what their take is on it would be an idea. The tech who drove it with me could feel the jerking it was doing. Each time we did this; the issue never went away. It's not a technology update issue. Their own service tech has said **** is in trouble for its bad transmissions. In Oct I reached out again letting them know of this issue continuing to happen and the said that when had an *** for a loaner car they would call me. Two months had passed with zero communication but at least three calls and voicemails from me. Finally I reached out to the service manager, and he was lovely during this chat. Answered questions and set a timeline of end of Jan as an estimate. That time came and went with no communication so at the end of Feb I left him a massage. No call returned. I reached out to the manager of the dealership twice and finally the service manager responds with attitude and annoyed saying that he can't give me an update on something that hasn't changed on his part. Call & acknowledge that you have no new status, but I am still on the list would be good. He said I could leave it there for a few days and they can try and figure it out but only when they know what the issue is then they can do a loaner car. I told him I can't give up my car for a few days as I have children and not be able to drive. He recommended me reaching out to a new dealership as the warranty will expire in August and they can't fulfill the service. Ony when I call and leave 2 messages to the *** who did not return either calls, did the ** call me. I have been taking my car here for 3 years & up until this and the time of leaving the oil cap off at an oil change- they have been lovely.

  Business Response

  Date: 03/10/2025

  This is in response to complaint from **** ****.

  The Service Manager (***** ******) is reiterating the communication he had with ******* in February. 

  He is recommending that she take her vehicle to another dealership.  Her warranty will expire in August.  We will not be able to fulfill any service requests.

  Sincerely

   

  **** *., Avedisian, Controller.

  Walker Ford ************,

   

   

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23013533
  
  I am rejecting this response because: this is to ipublicly notify this dealership and their lack of professionalism and communication. ***** ****** did not speak to me in February as I left him a message on February 19 that was never returned. I then called the general manager *** Walker twice and left two different messages with the receptionist that answered and only then did ***** finally call me back, which was in March. *** never returned my call. The last time I spoke to ***** was in Mid December When I was complaining that his service manager under him, **** had not returned my call since October when I was inquiring about when I can get my car in. Do better and be better. Your customer service at this dealership is lacking majorly look at the reviews on BBB and on yelp. Picking up the phone and following up with a customer who has left messages and reached out is not difficult. 

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/19/2025

  There is nothing to offer.

  They simply refuse to work on this vehicle and suggest that she take it to another dealership before her warranty runs out. 

  Thank you

   

  ****

   

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23013533
  
  I am rejecting this response because:

  Im not asking for anything. This dealership from the top st the ** level, *** Walker to its service manager ***** ****** or his team member ****, do not follow up with customers. Messages left and calls unturned (I dont worry, I documented it all and have call record to prove the calls I made and the lack of run on their end until Ive called several times). the inability for their team to  correctly identify the issues and because they cant figure it out, they chop it up to a technology issues and say weve updated the technology and the car needs to recalibrate and when weve done that at least two times before and it doesnt do anything. instead of saying we are not sure what the issues is as what we keep diagnosing it with, it doesnt solve it. Lets pull ********** in. They blatantly ignore you and write you off. Dont worry, I have filed an official compliant with **** motor company about the lack of professionalism and customer service on ******************** and the inability to adequately services customer. The fact that the dealership doesnt see that the issue is their lack of follow up and communication is the actual issue shows that they do not care. Their reviews that were negative say the same thing. No one follows up and no one returns calls. Its not hard to do so. Stop making excuses or ignoring customers. Do better. Communicate to your customers. Take responsibility. 

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/21/2024

  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.

  I paid Walker Ford to repair an issue I was having with my transmission on my 2012 **** Focus (which turned out to be engine mounts, as well as the clutch actuator issue) and not many miles after the repair was applied, the vehicle went to a transmission fault error again and now is stranded!Walker was contacted about the fix not being executed properly and I have been ignored about getting it resolved after giving them more than ample time to get back to me on it. I'm not upset about the fix being botched (things happen), I'm irate about them not following up and presuming that I'll just go away after taking my money. It's egregious and unprofessional. Get my car back to your department and address your shoddy repairs!

  Business Response

  Date: 11/04/2024

  On 12/14/23 repair order number is FOCS225355 Mr. ****** brought his 2012 Focus to Walker Ford for service.  He asked us to perform 2 recall's and the customer pay work we did for his transmission concern.  We performed the recalls as per **** guidelines and diagnosed the transmission issue.  We advised Mr. ****** that we would need to replace a clutch fork actuator motor at an estimated price of $625.00 for parts and labor.  During the repair we noticed the vehicle also needed to have an engine mount replaced. This estimate was for an additional amount of $340.00 for parts and labor.  Mr. ****** approved both repairs. after completion Mr. ****** came in on or about December 21st or 22nd paid his total bill of $1003.92 and left.  To this day we have not seen or heard from Mr. ******* We have no record of any phone calls no new emails or workorders no complaints for or from Mr. ****** about the work that was performed.  ***** ****** our service manager personally reached out and left Mr. ****** 2 messages in regards to this issue, to date he has not responded. Once on 10/21/24 and again on 10/22/24, we have not heard back from Mr. ****** at all.

  We have no information on what the actual issue is on his vehicle. If he would like to bring it in for us to diagnose, we would gladly do so at no charge to him.  If it is related to our repair from December of 23 its covered for 2 years/ unlimited miles. we would gladly repair it for him at no charge.  If it is another issue or cause, We would supply Mr. ****** with a written estimate of the parts and labor to perform that repair as well.

  Sincerely

  **** L. *********, Controller

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22438001
  
  I am rejecting this response because:

  I was sick for some time with a throat infection and could not contact the dealership, but did call them on Monday 11/3/2024 and they have not returned my call. I will try them again today. 11/6/24.  If they do no answer or call back I will file a small claims lawsuit.

  None of this is complicated. Reply to your customer.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/06/2024

  Mr. ******

  ***** has called you twice the first time was on 10/21 at 4:50 pm and the second time was on 10/22 at 1:25 pm. Both times ***** left a message. perhaps the wrong phone number was on the repair order since the repair order isnt in Mr. ******* name it is in ***** ******** name. there is a note on the repair order from December of 2023 to call **** at ************.That is the number ***** called both times and left a message. It would be a waste of his money to file in small claims court when we said the repairs that we performed are covered under a 2 year warranty. Can you please verify the number.  We have checked the above phone number and have no record of receiving any call from this number. 

  ***** gave his direct phone number to **************************** can call ***** directly at ************.

  We would love to help Mr. ****** and fully understand people get extended illnesses. 

  Mr. ****** can also call me directly my number is ************.  I will transfer his call to *****. 

  I leave at 4:00pm today ***** will be here today and tomorrow until 5:00pm

  Respectfully

  **** L. *********, Controller

  Customer Answer

  Date: 11/09/2024

   
  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.They finally answered my phone call on Wednesday.  ***** sent the email for me while I was busy, she scheduled the initial appointment. I'm not what that has to do with not getting back to either email about the issue.

  ***** said he could take a look at the car early next week.

  I have an open house this afternoon (Saturday, 11/9/2024) so I will drop off the car while we're out. If all gets straightened out with the issue, I will take down this BBB complaint.
  

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

• Initial Complaint

  Date:05/27/2022

  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.

  On the early morning of May 12th 2022 I took my 2004 E150 van to Walker Ford of Clearwater due to a noise coming from under the hood. I was told by a Service Adviser there will be a diagnostic fee of $179.90 (before tax) to locate the problem that would be subtracted from the cost of the repair. I was OK with that because I was planning on getting it fixed when they found out what was wrong. Before I left the mechanic came out to give it a quick look. I asked can it be fixed and he assured me that it could. Around 4:30pm that same day I received a call from the Service Adviser saying that the problem was inside the engine and there will be an additional diagnostic fee around $1100.00 to start taking the engine apart. I was ready to approve $1100.00 diagnostic and get my engine fixed, just for curiosity I asked how much a new engine would cost. The Service Adviser said she would find out and call be right back. About 45 min. later I received a call from the Service Adviser saying that they can not get a new engine, my engine is obsolete and they can not get parts to fix it. Other than the noise that just started the engine runs great, no fluid leaks, does not burn oil AC works great so I was willing to spend the money to get it fixed. Now we have a problem, I was charged a diagnostic fee of $179.90 before tax and still don't know what is wrong with it. Walker Ford was unable to fix my engine because they don't have the parts to do so, not my fault! I was told before work even started it can be fixed. A dealer should know if an engine is obsolete and let the customer know before any work is started. I was given a partial refund of 50% off on the diagnostic after I complained, but that is still not right, I should not have to pay for a dealer mistake. They admitted they made a mistake by giving a partial refund of 50% off. I had no choice but to pay this payment because I know they would not give my van back till I did.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/09) */ Mr. ****** brought his van in on the 12th of May. It was noted on the pre write repair order that the vehicle sounds like a diesel. Mr. ****** agreed to and signed for the $159.95 diag charge. The noise is coming from the engive area. The first thing that was done was removing the drive belt this was to verify that the belt was making the noise. This would have been a fairly easy fix. With the belt removed the technician verified that the noise was coming from inside the engine. The only way to determine the problem inside the engine is to tear it down. There is no engine or long block available for this vehicle from Ford Motor Company. There is an option of a used engine with less miles. We wouldnt know if parts are available from Ford until we determine which parts need replaced. There are aftermarket parts that would be available. we never said we made a mistake. The only reason we charged him 1/2 of the diag fee was because he was complaining . he signed the form to pay for the diag fee. Mr. ****** has owned this vehicle since 2008. He has been to our dealership twice in 2014 and once this year. We did diagnose that the issue is in the engine. Mr. ****** decided not to spend the money to proceed. We already gave him 1/2 of the diagnosis fee back. That is all we were and are willing to do. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I decided not to spend the money to proceed because I was told by the Service Advisor that they could not get the parts. What's the point have taking the engine apart if you unable to fix it? I signed the agreement I never received a copy of because it stated the diagnostic fee would go toward the cost of repair. I was never told they would repair the engine using after market parts. There website also states "We only use OEM parts to ensure that all repairs are of the highest quality. Whether it is an oil change or a major repair," In 2014 I had a rear door lock replaced and never received the key, I did not discover this till years later as I use a key FOB. I also want the dealer to never send me any junk mail like they did in the past. . . It will just go in the trash. Business Response /* (4000, 9, 2022/06/13) */ WE WILL REMOVE MR. ****** FROM OUR MAILING LIST. To clarify WE ONLY USE OWEM parts. The option of a used engine or after market parts was always there. This is a last resort option. Unfortunately Ford does not build engines or produce parts for vehicles this old. However the technician was able to diagnose the sound is coming from inside the engine. The Tech. removed the drive belt the tapping sound was still there, he ruled out the that the problem was not the belt. There are costs associated with the diagnosis. removing the belt takes time. Our customer labor rate is $159.95 per hour. We already refunded 1/2 of the charge to him as a good will gesture. There is nothing else we can do. Consumer Response /* (4200, 11, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never given the option of after market parts. I did not get 1/2 off! 1/2 of 159.95 is 79.98 + 7% tax = 85.57. I was charged 96.25 and was never told what that problem was with the engine.