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:02/24/2024

  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 became a customer of ********************** on May 4, 2017 upon leasing a 2017 **** Explorer *****************. I purchased the vehicle and paid a full amount for the residual lease amount of $22,408,98 and financing charges of $4,428, totaling $26,837.28.I never received the car title. I fulfilled all financial obligations and paid the car in full in as of June 20, 2023. My motivation to purchase was to secure the car title and trade immediately to avoid maintenance costs and to earn the most out of the vehicles value for a new car. I reached out to Metro Ford on various occasions and explained that I needed the car title to trade the vehicle, that was already out of manufacturers warranty, and was routinely told to be patient, that arrangements were made. Months have passed, and no title. Ive been trying to reach out and communicate and there is a complete lack of responsiveness. I felt largely ignored navigating alone on this issue, not having calls answered, leaving voice messages with a request for a call back, all unsuccessfully. In summary, I am very frustrated and unhappy for being stuck with a vehicle without a car title for very long period, without manufacturers warranty, lost trade opportunities causing me distress and financial loss. I am currently without a vehicle and depending on paid transportation. The car is currently located at Metro Fords ******************* since February 15th with a water pump failure that will cost $4,800 to repair per estimates, while I still wait on a car title resolution. On the same day, I was informed that my car title would arrive in two or three days. Proof that your team is aware of the issue is attached. To date, I havent received the car title, and was not provided with a status update of what happened since the last information. I am a fourth generation **** customer who owned **** vehicles in *****************, and overseas. I believe this is the end of the line.

  

  Business Response

  Date: 03/22/2024

  We are working with the customer to resolve the issue. 

• Initial Complaint

  Date:08/28/2023

  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 December 2022, I took my car to Metro Ford for an engine repair. The engine never performed well--it was losing power, the engine was trembling occasionally, and the "engine" dashboard light was turning on. I informed the Metro Ford service department of the issue--several times over the next few months. They replied that there was "nothing wrong" with the engine. This issue continued and got worse in July 2023. I took the car to repair. The Metro Ford manager called me to inform me that his mechanic had ruined my car's engine but that he would give me a new one at no charge. The "new engine" performed even worse than when I initially took the car for service. It was so bad that I was forced to sell the car due to work necessity. I took the car to CarMax for appraisal, and they immediately identified a problem with its engine. The poor service at Metro Ford devalued my car by $6,000.00 in 5 months.

  Customer Answer

  Date: 08/29/2023

  I paid almost $8,000.00 in engine repairs to Metro Ford in the last 5 months. Not only I lost this money, but the car devalued $6,000.00 in that period. Therefore, the total monetary loss at Metro Ford is $8,000.00 + $6,000.00 = $14,000.00.  

  

  Business Response

  Date: 08/29/2023

  Customer had a 2 year unlimited mile warranty on the engine replacement and decided to sell the vehicle in at another dealership so we never had the opportunity to inspect the vehicle. The customer decided to take the value of the vehicle at time of the sale.  There is no refund.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20534312
  
  I am rejecting this response because: Metro Ford ****************** failed FIVE times to correct the car engine's problem. No reasonable person would have continued to complain to them about the engine's failed repairs. No busy professional has the time to keep bringing his car for repairs every two weeks and not seeing results. They damaged my car's engine. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/30/2023

  Customer came in 12/23/2022 stating with an apparent accelerating issue we could not duplicate concern and no engine lights on at mileage 89380

  Customer came in 02/02/2023 vehicle shaking and engine lite on we test drove 38 miles and tested all system no misfires detected, could not duplicate any concerns at mileage 91490

  Customer came in 04/20/2023 for service, tires and alignment with no engine concerns at mileage 95239

  Customer came in 07/17/2023 engine suffered catastrophic failure replace engine under warranty which came with 2 years unlimited mileage warranty at mileage 99985.

  Any vehicle over 100k miles will depreciate a lot due to most financial institutions will not finance.  This depreciation has nothing to do with new engine but mileage on vehicle.  Customer sold vehicle to another dealer thus accepting the amount they gave.  He did not give us the opportunity to repair or buy the vehicle.

   

   

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20534312
  
  I am rejecting this response because: I thank Metro Ford for declaring their inability to find a problem with the engine when it indeed was running improperly. For example, they returned me my car on Thursday, August 17th, 2023, after they ruined the car's engine and "repaired it" by replacing it new. *****, the Director of Service, explained to me that their mechanic left a manifold washer go down the engine and that is why it catastrophically failed. ***** told me that he replaced the bad engine with a "new motor." In response, I asked him two questions: 1) Is the car going to run with the power that it previously had? "Yes," ***** answered; 2) Is the car going to depreciate with this "catastrophic engine failure" history? "No," ***** answered. 

  The next day, Friday, August 18th, 2023, the "engine dashboard light" starting turning on and the engine trembled and would lose power. This was the sixth or seventh time that I had notified them (after the repairs) of a problem with the car's engine. Indeed, I called *************** and informed her that the "new engine" was trembling and losing power. She never called be back. 

  My job requires me to travel long distances -- sometimes more than 100 miles. I could neither afford having a unreliable car, nor I could accept having to bring my car for engine repairs every 2 weeks. Metro Ford forced me to sell my car; I went to their sales department asking for a Mustang 2020. They did not have any Mustang within my budget; consequently, I looked for a Mustang somewhere else. I purchased a new car two days after their last failed "engine repair." 

  In summary, the only corrective measure that I will accept is a refund.  

   

  Sincerely, 

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

  PS. Metro Ford have missed reporting the multiple times that I called ***************************** (service representative) and told her that the car engine's problem was not solved. I have attached a copy of the CarMax appraisal stating that the engine was "running improperly."

   

   

• Initial Complaint

  Date:07/27/2023

  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.

  I applied for a car loan on ********** credit Corp website. I listed this dealer as my preferred dealer.The next day I got a call from this dealer from an individual and he sent me a link and said I need to reapply because I didn't enter my income.I advised the gentleman that I cannot get another hard inquiry on my report and I don't want to.He said to send him paystubs instead. I went ahead and did that.The next morning I wake up with 2 new hard inquiries that this dealer placed on my credit report.From Ally Financials And from Metro ford.I never ever provided this dealer with an application, never gave them my information, never gave them authorization or consent to pull my credit. Neither did they ask me or tell me they will.I rather filled an app with ********** credit online but somehow this dealer thought it was right and ok to steal my info from ********** credit app and use it to submit 2 additional applications with banks without my knowledge or consent. I need an explanation on this and I need those inquiries removed asap and I'm also taking now further legal action as well.

  

  Business Response

  Date: 07/31/2023

  Our General Sales Manager ************************* spoke with customer and is arranging to come in Thursday August 3rd to purchase an F150 on an agreed price and rate.

  Customer Answer

  Date: 07/31/2023

   
  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,
  
  Pinches *********************

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the absolute WORST company. My vehicle has what they would call a customer satisfaction program issue. There is a known issue with my vehicles flexplate which is cracked might I add and its suppose to be corrected. However the dealer METEO ***** is saying that my Flexplate is not cracked. (Let me add that unpaid for a diagnosis and they still didnt look at the issue I also did not receive my itemized quote for the work even though its a law in *******). I did my research and found out that in order to see the plate you have to drop the transmission in order to confirm if the plate is indeed cracked or not. They told me that in order to have if fixed under the customer satisfaction program that it had to be cracked. However they never checked it to confirm or deny if it was indeed cracked. Needless to say they didnt do that. This is my third **** and I will NEVER purchase another one based on this. To take advantage of a woman is sexist.

  

  Business Response

  Date: 06/14/2023

  There is a case open with ******************* Case # CAS-43043083-T2V2P2.  The vehicle is out of manufacturers warranty as of 01/18/2022.  **** offered financial assistance in the amount of $4520.14 and the balance is $3013.43 which is the customers responsibility.  We are awaiting customers approval.

• Initial Complaint

  Date:03/28/2023

  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.

  This **** location has to be one of the most unprofessional and unorganized ************ centers in South *******. I am attempting to get repairs done to my vehicle, and every time I go to the service center I am always told to bring the vehicle in the next morning. I asked to make an appointment and I was told that, the appointment is only to see the service representative, so having an appointment does not mean that the mechanic will work on your car any faster, just bring it in first thing in the morning. My vehicle was at the bodyshop at this **** location for over a month, so I already asked for a diagnostic to be done on my vehicle which was done within the month it spent at the bodyshop. So all there is left to do is to get the actually mechanical repair done. But trying to do so is the problem. On Tuesday March 22nd, 2023 I brought the car to **** in hopes of getting the repair and a vehicle safely recall done. I was told that they would not be able to do the repair that day because they only had one mechanic working multiple vehicles, but the recall they could do the same day and it would take 2 hours to get it done. So they took my keys, drove the car to the repair area, I waited around for 45 only for them to come back to me and say that the guy doing the recall cant do it today. I was told to come back the next day between 12:30-13:00 because the guy who does the recall comes in Monday-Friday between that time. I asked for a if they could at least do a diagnostic for an issue that I am having on my AC and they said that it would also take them over an hour to do that. So imagine the inconvenience of wasting your time. Today March 28th 2023, I went in again in hopes of getting the repair done, guess what I was told, bring it in tomorrow morning. I cant just bring it in the next day, I have a job, I have responsibilities so I am not available at any hour today of the say that is convenient for the business. This is ridiculous and I am fed up with it!

  

  Business Response

  Date: 03/29/2023

  Met with customer today.  Scheduled appointment for Tuesday April 4th for repairs.  Customer will be provided a loaner at no charge until repair is completed.  Customer satisfied with resolution.

• Initial Complaint

  Date:03/27/2023

  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.

  On Sunday March 26, 2023 I went with my son to Metro Ford and test drove a 2017 **** Mustang GT. We liked it and I was planning to buy the car with cash for my son in my sons name. We needed to work out the insurance and I wanted to talk to our mechanic regarding extending the warranty. My son signed the buyers order (since the car was going to be out in his name) and I gave the salesperson a check for the $4000 deposit. We were told by the salesman that the manager approved everything and also that we had until Wednesday March 29 to come pay the remaining sum due for the car and pick it up. Today, Monday, March 27 I started to receive text messages from the salesperson asking for us to come to the lot today. I texted back saying that it was no problem and that we would be there Wednesday to pay for the rest of the car and pick it up. I soon received a text with a picture of our check that had VOID written across the check. **** Metro sold the car to somebody else even though we had left a deposit and signed a buyers order. We signed a deal and they did not honor it.

  

  Business Response

  Date: 03/28/2023

  Unfortunately our policy at Metro Ford is a deposit holds the price but not the vehicle.  Other customers want the same vehicles and as a dealer we have to make tough decisions on a daily basis.  The customer came in and put down a $4000 check for a deposit on Sunday.  We have insurance here at the dealer but customer refused to check with our agents and left to check with his insurance carrier.  Unfortunately when customer called back the vehicle they were looking at sold.  We spoke to the customer and offered to get a same similar vehicle but he stated we lied and miscommunicated with him and he no longer would do business with us.  If customer is interested we still can find the same similar vehicle for purchase.  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19860296
  
  I am rejecting this response because:

  We signed a vehicle order and gave a deposit as per document attached previously 

  I believe it is a binding contract

  We were told specifically that the car would be held until Tuesday so I could insure it with my current insurance

  We were never told that the deposit was only to hold price
  

  I was in contact all day yesterday with agent ( I have all texts) informing him that we had insurance and asking him how to transfer $$

  The agent told me fine to complete sale on Tuesday and that he would put a sold sign on car

  At any time, was I given the chance to accelerate the process 

  only yesterday at 4 was I informed that car was no longer available 

  tried to call sale manager but never answered or call back

  called general manager this morning who nicely returned my call but stuck to the story above

  This is not what we were told

   

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

  

  Business Response

  Date: 03/29/2023

  Unfortunately the vehicle is sold. We have others to choose from if he wants to come back.  If he doesn't see anything on the lot we can pick up one from the auction similar to the previous one.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19860296
  
  I am rejecting this response because:

  According to ******* status, it is an unfair and deceptive act to:

  (9) Obtain signatures from a customer on contracts that are not fully completed at the time the customer signs or which do not reflect accurately the negotiations and agreement between the customer and the dealer.
  (10) Require or accept a deposit from a prospective customer prior to entering into a binding contract for the purchase and sale of a vehicle unless the customer is given a written receipt that states how long the dealer will hold the vehicle from other sale and the amount of the deposit, and clearly and conspicuously states whether and upon what conditions the deposit is refundable or nonrefundable.

  I had a binding contract and nowhere was I given a written receipt showing that you would not hold the vehicle.

  As far as i see, you sold a vehicle that you already sold to me. Never was I told that the deposit was merely to hold price. It was clearly stated by the dealership representatives that the car would be ready by Tuesday.

  In fact, I have text for Monday from dealer salesperson confirming that I could take delivery on Tuesday.

  As it was a used car, it makes no sense to offer to find a "similar" on auction. You will not find the same.

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