ComplaintsforTropical Ford Inc
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Complaint Details
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Initial Complaint
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my F350 to this dealer six months ago while under warranty for a vibration issue in the rear. The vehicle was kept for two months by the dealer while they replaced part of the front traction bar, traction bar joints, and repaired part of the oilpan and differential. When they gave it back to me, the truck was pulling to the left and the traction control light was on (two issues that were not present previously). The vibration issue was unresolved as well. I took it back to **** a few days latter and dropped it back off. They kept it for a few weeks and gave it back to me saying I had three bent rims and I would need to replace them. The pull to the left was still present and the traction controll issue was still present. I replaced all six rims on my truck with brand new rims as they requested. I also had my old rims checked while off and they had no bend in them. Replacing the rims did not change the issue but I guess I have new wheels now. The truck was dropped back off at Tropical Ford.They gave it back to me after another few weeks telling me it was the tires (the tires had under 4k miles on them and were replaced under another dealers advise for the original vibration issue). I replaced all six tires with brand new a SECOND time. My warranty expired in this time (it is now exactly two week expired as of 04/24/2024). When I contact Tropical Ford again, I was told they would discuss what to do next and get back to me. Several days go by with me not hearing from them and unable to get ahold of the service advisor, so I reached out to **** corporate. Telling them that I just want the two issues caused by the dealer resolved (the pulling to the left and the traction controll not working). They reached out to Tropical Ford and Tropical Ford LIED to corporate, stating they had replaced no parts on my truck and had only ever done diagnostic work to it. I have reciepts showing the track bar, front suspention work, oilpan , and differential work.Business response
05/20/2024
Regarding complaint #********.
I have forwarded this information to the proper department for a response ASAP. As soon as I have that, I will send it.
Business response
05/20/2024
On 12/26/23 we replaced worn suspension components that were found on **************** truck under his ESP warranty. We also repaired an engine oil leak and differential hub seal leak.We told the customer that his tires were the cause of his vibration concern but the customer declined a tire balance and took the truck to a different shop. On 2/6/24 the customer returned with a traction control light on, steering wheel off center, and a vibration concern. We inspected the customers vehicle for free and could not duplicate the traction control light concern. The left rear inner rim was noted as being slightly bent and still had a vibration from the tires but the customer declined repair. On 3/25/24 the customer returned again with his vibration concern and differential leak. We performed a road force balance at no charge to the customer and told him that 4 out of six tires were failing the road force balance. The right rear hub seal was replaced on this visit under warranty. It was determined on this visit that the new aftermarket (non ***** rims and tires the customer had installed elsewhere is the cause of the vehicle pulling and the tires were still the cause of his vibration. We advised the customer to seek a second opinion on his vibration concern. Again he was never charged for his vibration concern diagnosis, and never wanted to complete the repairs with Tropical Ford.Initial Complaint
07/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a recall about my **** vehicle and spoke to a young lady who did not tell me about the $150.00 diagnostic change, then I spoke with Bryan L, who was rude and stated my husband was told that when he dropped off the car which was a lie. I’ve been taking car there for years and never ever had to pay for anything, I find it unethical for them to not let you there charging you. Until you pick up your vehicle so just beware of this tactic, learning lesson for me.Business response
08/17/2023
So while the vehicle is in our system under the wife’s name, the husband is the one that brought the vehicle in. They had received a warranty extension letter from **** about the transmission control module having an extended warranty coverage. A copy of the generic letter is with the Repair Order that was scanned. It has specific diagnostic trouble codes that MUST be present in the memory for this part to be covered by ****. ***** explained this to her husband and he was advised that if their specific concerns were not caused by the TCM, that there would be diagnostic tests performed to determine the exact cause of their Focus’ issues. ***** further explained that there would be a $150 charge to perform these tests, to which the husband agreed and signed to that fact on the repair order write up sheet. (also in the scanned documents attached) The TCM was not the source of the concerns with the transmission in Mrs* ******’s Focus and the technician performed the diagnosis and prepared a full estimate to fix their Focus. The estimate to repair the Focus was declined by the couple, and the husband came to pick up the car. When he came to the cashier window, it was further explained that the issues that they needed corrected on their Focus was NOT caused by the TCM, and he called his wife who proceeded to yell at him over the phone so loudly that it could be heard around him.
Mr* ****** did agreed to the diagnosis charge that was explained to him and he signed to that fact. He admitted that he believed that the diagnosis fee would not be charged as he and his wife were certain that the free TCM that **** is offering would fix everything. I spoke to the wife and explained all of this again, and even offered to credit them the $150 towards the full repairs that their Focus does need. This offer still stands as well.
Bryan L***********
Parts & Service Director
Tropical ****, Inc.
407-851-1764 ext 403
407-850-9566 faxBusiness response
08/21/2023
We do not bring the vehicle into the shop UNTIL the diagnosis fee has been approved. We would not have even looked at this vehicle if Mrs* ******'s husband had not signed the write up sheet where the customer is given the options of 1.) I request a written estimate. 2.) I do not request a written estimate as long as the repair costs do not exceed $______ (This is where the $150 dig fee was noted, before he signed for it) or 3.) I do not request a written estimate.
As stated in our previous response, He admitted that he believed that the diagnosis fee would not be charged as he and his wife were certain that the free TCM that **** is offering would fix everything. Our offer to post the credit of the $150 paid toward the repairs that are needed still stands.Bryan L***********
Tropical ****, Inc.
Customer response
08/22/2023
Just beware of Business trying to scam femaleInitial Complaint
11/18/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My car has been in their possession for several weeks. They state that the part was at first back ordered. On three separate occasions I was told they had the part, only to later find out they didn't. On one occasion I was told if I pay $200 over retail they could get it fixed. I have asked for return calls from upper management and the have not been returnedBusiness response
11/30/2021
Consumer Response /* (2000, 5, 2021/11/23) */ [email protected] Sat, Nov 20, 1:06 PM (3 days ago) to me My issue is resolved Thank you Sent from my iPhone
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.