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:11/30/2024

  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.

  This has to be the worse experience, I have had with a dealership's service department. I brought our 2022 ********* in for a scheduled appointment on 10/31/2024 @9am. Dropped the vehicle off like normal explained to the Service Advisor that I am getting a Pre-Collision Assist Not Available Sensor Blocked and Adaptive Cruise Control Not Available Sensor Blocked See Manual errors. Was advised it would be a few hours. Heard nothing all day long from the service advisor. Multiple calls went unanswered or not returned well into the late afternoon. It took my wife stopping there around 5pm to find out what is going on with our vehicle just to be told. Do you see my shop, and that I only have 2 techs. **** if you only have 2 techs maybe calling your customers to let them know, it is taking a while due to staffing, or letting us know at 9am that it would not even be touched that day due to staffing issues. Got a call the next day at 5pm saying the car is done. Picked it up just to have the error pop up again on my drive home. Brought it right back to them to have no advisor at their desk, and their only advisor in the service area looking at his watch as I pulled up and annoyed. Left with the car as the service I paid for was not done. Called multiple times and emailed no replies to any communication. Left a ****** review to get a response to call ************ where I called and left a voicemail and no call back. Replied to their txt to continue the issue over txt and still no reply. Got a call/voicemail and txt from ** ******** asking if we got a call from Service Manager. Left him a voicemail again with no return. ************* now to get money back after paying for a service that was not even done. Would not recommend this dealership to anyone. Now I am out the money and have to pay again at another dealership to fix the issue that was not done the first time.

  Business Response

  Date: 12/12/2024

  The credit card payment was refunded back to the customer by the credit card processing company.  *********** manager has spoken with the customer and the customer has decided to take the vehicle to another dealer to be repaired.

• Initial Complaint

  Date:08/01/2024

  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.

  My 10 month old truck was brought in for an issue. They diagnosed it as needing a new battery and wrecked my truck in their service department. They tried to fix the truck but it will never be what it was when it went in there. The paint doesnt match, body lines arent what they were.

  Business Response

  Date: 08/20/2024

  Mr. ******** vehicle was in our service garage area having service work performed, upon completion of the work the vehicle was being moved out of the garage area when at that time another vehicle that was backing up bumped into the rear bumper of Mr. ******** vehicle. We immediately made Mr. ****** aware of the situation and took his vehicle to the body shop for repair at no charge to him. we also put him a rental vehicle until his vehicle was repaired. my body shop manager inspected his vehicle upon completion of the repairs and made some adjustments that Mr. ****** was concerned about. Upon completing those adjustments Mr. ****** reinspected his vehicle and was satisfied with the work and took delivery of his vehicle.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22079401
  
  I am rejecting this response because: I told the manager I was not happy with the paint job and told him the fender was still not right. The manager said "as far as I'm concerned, it's done." The taillight is not correctly attached and I told him that. I took possession of the truck because they were canceling the loaner car. I was definitely not satisfied and told him I wasn't!!! There was no doubt I was very unhappy when I left with my truck not being right.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 09/04/2024

  The customer is more than welcomed to bring his vehicle back here to the body shop to have my manger inspect and will go from there.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22079401
  
  I am rejecting this response because:
  I'd like you to pay for another body shop to fix my truck properly. Your manager wants to argue and tell me my truck is already perfect. ***** Brother's in ****** is one that I've used for previous body work and would like to see if they could make it right. I have zero faith in their manager or body shop to fix my truck properly.
  Sincerely,
  
  ********* ******

  Business Response

  Date: 09/24/2024

  I would need Mr. ****** to bring his vehicle to us so he can show my body shop manager exactly what it is that was not repaired properly, and we can go from there.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22079401
  
  I am rejecting this response because:
  Your manager talked down the issues I presented to him and told me it was done as far as hes concerned. Im not taking time off work to get into another disagreement with your manager. He thinks I should live with the defects. I did not wreck my truck. It was perfect when it went in there. Its not now and your shop did a half a** job fixing it. I want a good shop to fix it that *** had other vehicles fixed at. My times too valuable to get into another yelling match with your manager. 
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 10/01/2024

  How can you close this complaint when they are asking to see the vehicle again that I already pointed out the issues with the truck. That dealership has straight up lied in this communication. The manager tried to show me other trucks that he claimed wouldn't be perfect but I printed pictures and showed him one that was the exact same truck as mine that was perfect. They do not want to see what's wrong with. my truck. They do not want to make it right. **** Corporate offered to extend my warranty and give me almost $3000. That does not fix my truck, but the manufacturer can't do much more than that. 

• Initial Complaint

  Date:06/21/2024

  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.

  Bought a ****** rogue on 5-26-24 the dealer didnt get my trade payed off quick enough a 2022 polaris slingshot and loan company collected ****** for a vehicle i didnt even own anymore and i wonder everyday when will it get payed off and when i will get my money back

  Business Response

  Date: 07/24/2024

  we sent the payoff check on 6/17 and it cleared our bank on 6/17. The payoff amount set up in the deal was $20,212.00. the check we sent to the bank was $20,212.00. If the customer made a payment in between that time, then the bank will be sending him back the difference if there was any over payment.

• Initial Complaint

  Date:06/20/2024

  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.

  Bought a 2020 ****** rogue on 5-26-24 the issue isnt with the car i traded in a 2022 polaris slingshot that i had a loan on they said theyd pay it off its 6-20-24 and its still not payed off and the bank wants a payment on 7-1-24 and they already took a payment for 6-3-24 of $ ****** dollars i feel that i shouldnt have to pay on a vechicle i dont own anymore ive owned the new vehicle for 25 days ive went up there twice to get to pay it off the manager said that they would send a check to it pay off and he said he would call me the next day which never happened im still owed the $****** dollars from 6-3-24 for the vehicle wasnt even in my possession i also had to go to bank and pay $35 dollars to stop any further payments from being made because i had automatic payments on the loan

  Business Response

  Date: 07/05/2024

  Spoke to ****** and apologized for the delay in getting his vehicle paid off. I explained to him once he receives his refund from us whatever amount it is less the ****** to let me know and I will make up the difference, so it equals the $******

   

• Initial Complaint

  Date:06/08/2024

  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.

  On June 1st 2024 I called prestige Ford and spoke with the online specialist ********** believe was her name to inquire about a ************************************************************ later that day to speak with ***** the sales representative they had told me the car had not made it into inspections and was going in later that day I came back Sunday, June 2, 2024 and was told the car made it through service and the inspection came back with a clean bill of health from that point. I proceeded test drive the vehicle with ***** and decided to move forward with the purchase I traded in a 2022 *************************** road glide special and put down deposit as well financing went through. I provided insurance for the vehicle and later that i took it home Tuesday morning a check engine light came on. I called ***** and I was told to bring it by and the sales managers had a computer they would put it on, I was told that it was an O2 sensor and we had prior obligations for paint corrections to be done on the car that Thursday they will take care of the issue at that point in time I dropped the car off on Wednesday. It went through service and I was told it had four different check engine codes that had came up and I was told it was due to the fairly modified parts that were done to the car. I came in the following day to inquire what was going on with the car to find out the paint corrections were not done and they were not going to release the car to me because it had after aftermarket parts and legally, they were not allowed to sell me the car even after contract was already signed and approved. Now they are requesting for me to pay an additional $3000 to put the *** exhaust system on or reverse deal and give me my money back. This is completely disheartening and wrong in every way.

  Business Response

  Date: 07/11/2024

  ************ purchased a 2014 **** Mustang that needed to have the factory catalytic converters installed, we offered to pay for the converters or unwind the car deal. ************ choose to unwind the deal. He was refunded his money, and his ****** was returned back to him.

• Initial Complaint

  Date:04/01/2024

  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.

  We purchased our 2016 **** F150 XLT from Prestige Ford on 6/21/23. We advised the salesman and other staff we wanted to make sure the vehicle came with a clean title and had no issues as we had been unfortunate with that in the past and wanted to make sure we was safe with or new purchase. The vehicle was in a minor parking accident in march 2024. They advised me they could not fix the truck because of prior damage sustained in an obvious accident. This was not reported to me. The collision center advised the frame was bent along with other steel on the vehicle and as such could not warranty any work done if it could be done. Prestige for never advised me of this severe damage from an accident. I have since reviewed the information and found that on 9/16/2016 the following: Front Impact with Another Vehicle(Case #:16617800) Air Bag Deployed Vehicle Damage Reported as Disabling Front Impact Collision Accident Reported(Report #:16BW204312) Vehicle Was Towed----- We was never advised any of this information and would have not known about the extensive frame and steel damage. I spoke with the dealership in good faith multiple times about about this and they said they would call back and did not. All the sales manager ********* could tell me was "I don't know". The vehicle is unsafe and should have not been sold. I have got the report now which also shows the vehicle was a rental and that was also never disclosed to me. Both of these issues are against Florida State Statues and the Florida Attorney General needs to be advised. I spoke with the prior owner of the vehicle and he was also never advised of the major accident along with the severe damage and that it was a rental. Prestige sold the vehicle to both me and the prior owner for full price and never took a diminished hit like we will have to take. This is unacceptable and needs to be resolved. I have tried but they keep putting me off. I have now left a message with the owner. We are disabled Veterans.

  Business Response

  Date: 05/04/2024

  My name is *************************** and I'm the New General Manager at Prestige Ford. I was made aware of *********************** complaint and the situation he was in with his vehicle. *********************** came to see Friday the 3rd of May

  and we were able to come an agreement trading him out of vehicle and putting him into a ******** Maverick. He was very thankful, and he and his wife left here very happy. Please let me know if you need any further information from me.

  Thank you

  **************************;

   

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  On 2/17/23, I brought my Ford Explorer 2020 with a warranty and extended warranty to the MT Dora service. My car was slipping, meaning the transmission. I pulled into the service dept an hour before closing. I asked for help. Dillion argued with me that they were closing to bring it back. My car was really jerking. Instead of checking me in, he had me fill out a drop-off paper. The older man who drove me home was the only nice one. I gave them time to check it out; however, no one called. I called on Tuesday, and they had not run diagnostics. This is my only vehicle for my family and my livelihood. They finally called about a rental. However, they went an entire week without running diagnostics. I called again because the rental was due. The secretary in the service dept was very rude. All I asked was if I could speak to someone in service. Found out that Dillion was out sick and got Frank. Nice, but he had no idea what was going on. He got my rental extended. No call from them for a few more days. I called and was told they were still doing diagnostics. No call for several days. We are now at the end of 2 weeks. I got Dillion back, and he said they were waiting on parts, but we couldn’t extend the rental. My only car and I have a warranty. It made no sense. I spoke to Jeff, the service manager, who was passive-aggressive and rude to my mom. He got my rental extended by submitting a request form to Ford. Now it is Tuesday, and the rental is due; no call. On my, Ford pass no movement on my vehicle. Throughout this experience, I have been given the runaround and treated disrespectfully. I understand that the service dept is busy with trouble obtaining parts. However, when I explain my situation, I am met with annoyance. I am a single mom of 2 young kids. My car is the way I transport my family around and get to my job. I need help getting my car fixed soon or extending my rental until it is fixed. Thank you!

  Business Response

  Date: 03/15/2023

  To whom it may concern:

  The actual owner of the vehicle is Pamela *******. That is the reason it took me a little while to respond. However, the parts were delayed. We got the parts in and they picked up the vehicle yesterday. Also, Pamela ******* came in today and decided to trade vehicle. We gave them a fair value for trade on a new one. Issue resolved.

   

  Thanks,

  John ****

  Customer Answer

  Date: 03/16/2023

  
  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,
  
  Miranda ******

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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.

  Date of purchase Feb 15,2023 Below is copy of email I sent to the General Manager on Feb 16: I bought the 2022 Ford Lightning Platinum yesterday and am enjoying it a lot already. There is one issue which I hope you can help me resolve. Last night after watching a video on charging the vehicle I decided to take a look at the charging devices that come with the vehicle. To my surprise I found only the mobile power cord; I couldn’t find the Charge Station Pro device. I texted Julius (i.e., the salesman) to find out where it was. He replied “the Charge Station Pro was not given to us.” (Meaning the previous owner hadn’t returned it with the vehicle.) He added that it was like "not receiving 2 keys on a trade in.” I’m not going to argue with those weak excuses but I do think his position is unjustifiable for a couple of reasons. In its promotional materials Ford clearly states that the Charge Station Pro is standard equipment with the extended range option. Also, the online advertisement for the Lightning I bought included a photo of an official window sticker that lists the Charge Station Pro as included. Another point is that at no time did Julius or anyone else at Prestige tell me that the Charge Station Pro was missing…I was left to discover that on my own. Please consider the facts and let me know how you would like to resolve this matter. _______________________ The Charge Station Pro is expensive; Ford sells it for about $1300. As yet I have not received a reply from the GM

  Business Response

  Date: 03/07/2023

  To whom it may concern:

  The customer did buy the vehicle from us, however it was a pre-owned vehicle. The customer who traded vehicle did not turn charger in. The part is standard on New Vehicles only. I would be glad to assist the customer with obtaining the charger at a discounted price. The customer can call me direct.

   

  Thanks,

  John A. H***

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

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 writing this on behalf of my elderly aunt, her name is ******* ***** and she is 81 yrs old. She needed to get her car checked out because the brake system lights were coming on, so I called Prestige Ford in Mt. Dora, FL on Nov. 17th @ 9:49am to make the appt. I made the appt for Dec, 16, 2022 @ 10:30am. My aunt took the car in at 10am and was told that she had to wait a long time and that she could take the car home and come back another day. Why would they suggest that she take the car home and come back. The guy who she spoke with also told her that it was ok to drive the car. When I spoke to the guy he said to me that it might be a couple of hours and they didn't want her to wait. We leave and come back about 1:30pm and they still haven't look at the car. The same guy we spoke to earlier we spoke to again he said he would give her a call, she never received a call all weekend. We go back on Monday 12/19/22 and I spoke with Kristine who basically brushed me off said "Oh we here this story all the time" I didn't like her response she sent me to talk to the manager Tom who was off and we found out the diagnostics was done at 3:30pm on 12/16/22 @4:20pm and no one called her. We decided to get the part the car needed and it's costing us $1524.62 and they didn't have the part and we were told they don't make the part but they will try and find the part. We waited all week my aunt was called them Tues - Thurs and they were giving her the run around, I called Friday 12/23/22 @ 11:41am and that day I spoke to several people, Frank said they couldn't get the part and its ok to drive just not on the highway when its raining, General Mgr Mark said he found the part and they would get it by 12/24/22 and they would call and never received a call and I can't get the corporate's number so that I can make a complaint with them too and its 12/26/22 and we still have no answers or haven't received a call about anything. there's more to the complaint but not enough space.

• Initial Complaint

  Date:10/27/2022

  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.

  On 10/24/22 I had an appointment at 9:30am to have my 2018 F-150 to be checked due to the TRAC and ABS light on. I was informed by Christine in the service department that the ABC sensor was damaged and would have to be replaced. I gave the dealership permission to make the repairs and was told that the cost would be $489.42. I was then sent a text by Christine stating "The sensor is all done however the hub was making noise but good news was she could warranty it at no charge" but would need another day to complete the repairs. On 10/26/22 at 6:15pm I arrived to pick up my vehicle I went inside paid the $489.42 and proceeded to where my truck was parked. As I inspected the front passenger side tire to ensure there was a new ABS cable I found more than 10 fresh gouges in the tire. On the front driver side the trim around the tire was broken off and loose along with paint being chipped off. I made my way back to the service counter and spoke with the service manager Cleve T***** he stated that they had not caused the damages and they were there prior to dropping off the vehicle. I made him aware that was not the case showed him the damage and fresh gouges in the tire. He proceeded to shout and point his finger in face that they did not cause the damage and they are not paying for it. I have escalated they issue to the owner of the dealership and I am also filing this complaint so ensure they pay for the damages done to my vehicle this is unacceptable service.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/02) */ To whom it may concern, My sales manager, and I met with the customers the next day and resolved the matter. We all agreed we would make a small repair on fender, and give them $300.00 for the tire damage. I would like to note that the tires are oversized for the truck. They picked the check up on Friday, November 24. John H***, General Manager ********************************* Direct number Consumer Response /* (2000, 7, 2022/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business did agree to come to a solution. Regarding the tires they were informed at the time of drop-off that they oversized and can be turned so far. We specifically made them aware of this so damaged wouldn't be caused.