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:09/10/2024

  Type:Billing 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.

  We purchased a 2019 ford F150 platinum on 8/1/2024 that went through a 192 point inspection and had a blue oval warranty. The day after we purchased it, the power running board on the passenger side refused to go up, and there was a slip in the transmission. We called and were told it was covered and the slip was probably a reprogramming issue. It took 3 weeks to get the truck in to be seen, now they are saying that even though the truck went through the 192 point inspection and is blue oval guaranteed, they sold us a truck that had a blown transmission. They have no idea how long it will take to be fixed, and we haven’t even made our first payment. So, they offered to buy it back for payoff and put us in something different. Awesome! Except they can’t “crunch the numbers” to make it work so we don’t have to pay thousands more in down payments. We are cut having to downgrade our purchase and double the miles, but they are treating it like it’s our fault when they lied about their inspection. Obviously if it really went through the 192 point isn’t without any “shortcuts”, a blown transmission would not be missed, now we are losing money every week we can’t use our vehicle and we haven’t even made our first payment.

• Initial Complaint

  Date:09/03/2024

  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.

  There is a recall for my 2021 ford explorer and I had scheduled a service over a month in advance. I had a scheduled for 8/23/24 and the day I was driving to the dealer to drop off the car I received a call from the dealer asking me if I knew my car had to stay for 3 days. I was not told about that. We had a rental car for one day so I could commute to work and I offered to leave my car for Friday and Saturday but the person from Ford I talked to told me they would not be able to complete the service so I had no other option other than cancel because we needed the car to commute to work and couldn’t afford rental for three days. No one buys a new car expecting to be without it for three days and pay for a rental for three days. This recall is from last year and every time we took the car for service we were always told they either did not have the parts or did not have the tools and instructions from Ford on how to replace it.

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising 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.

  Bought a truck for $107k in February or 2024. It said "Dealer Installed Options" on the window sticker and said that it had a 12k pound winch, but the winch was not on the truck. The manager told me to set an appointment and they would install it. When I called to set appointment, they said I would have to pay for the install. I showed them that it says it was supposed to be installed but they did not care and still wanted to charge me. It says it right on the window sticker and the manager told me himself that they would install it.

• Initial Complaint

  Date:02/20/2024

  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 took my 2009 Mercury Milan to Autonation Ford for an open recall (No. 19V904000). This poses a significant safety hazard as the brakes will go to the floor, which requires hundreds of feet to probably slow the vehicle to a stop. This is a daily driver and transports my 9 month old baby. I dropped the vehicle off for over a week and when we received it back, nothing was done and the issue still persisted. I called multiple times, no one contacted me back. I left a 1 out of 5 star review regarding my experience and was immediately contacted by a Customer Relations Manager. They offered new brake pads and a rental car if I brought the vehicle back in that Monday, but I had to retake my survey. I resubmitted the survey with the most neutral rating 3 out of 5 stars. I was then contacted by Ford’s GM and was told my offer was revoked since I did not trust them and would not leave a positive review rating. I told him I would be more than happy to do so once my service was completed, but nothing has been done to fulfill a 5 out of 5 rating thusfar. I took the car back up on Monday regardless, to which I was told Ford refuses to service the recall and I will need to contact another dealership to get it fixed.

• Initial Complaint

  Date:09/05/2023

  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.

  On August 10, I brought a 2013 Ford Fusion to Autonation Ford of Panama City to have the brakes serviced. I was told to bring the car back August 15 after I informed service manager, John, of my situation. I would be graduating Army Dive school on August 31 and needed the car by then to get home and move to my next duty station. He assured me  "we'll take care of ya." I trusted that statement and waited. I received no calls the following week, so I called Autonation. I was not answered and received no call back. The following day, August 22 after work, I took an Uber to speak with John directly. He spoke in an annoyed tone, provided no information of actual progress, but reassured me everything was fine, and he would call. August 28th, I had to call again and no answer again. He called back a couple hours later. August 30th I got a ride to Autonation and spoke to service manager David, who went right away to speak with the technician(something John promised the 28th). David returned, went through the check list of recalls completed, and informed me the brakes, the only service I requested, were not even diagnosed. The next day, morning of graduation, John said the vacuum pump, which had suction before dropping off the car, needed to be replaced(620$), but the car would be ready soon. Later that day around 5:00 p.m, John called saying the brake booster needed to be replaced as well(400$) and they didn't have the part. I then offered to help find one. John overnighted a brake booster from O'reillys for September 1. After no update, I called and left John a message. His response later was the "after-market part" did not solve the problem, and the car specifically needs a Ford brake booster which won't be in until next Thursday. Now stranded with all my belongings, no car, and no place to stay, I asked for a loaner car and was denied. I'm active military and spending priceless leave days not with my family due to Autonation's poor management is completely inexcusable. 

• Initial Complaint

  Date:03/10/2023

  Type:Sales and Advertising 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 contacted autonation ford Panama city on Tuesday, Mar 7, to find either a Ford maverick or a Ford fusion plug in that looked like the car I just totaled hitting a deer. They showed me a few Ford fusions that didn't look like my car, said they needed $10,000 down for the maverick. Right before they closed on Tuesday they told me they found a 2021 hybrid escape that fits in my price range. I asked if it was a plug in and asked for a link to it but didn't get a response. Wednesday morning I said I was heading in to see the car and my sales rep said she was out of office and waiting to hear from the finance department. I went up there and was told the car wasn't there yet and to come back tomorrow. As I got home Will, someone from the finance department called to make sure the escape was the car I wanted since it's being shipped from north Carolina. I said it should be but I really need the information on the car before being certain. I called and left a message woth autonation afterwards asking again for the information on the escape and saying I found the car I wanted if they were just shipping one in. On Thursday my sales rep tells me that hybrids are more efficient than PHEVS and I would be much happier with a hybrid. This is a flat out lie, phevs are more expensive because they have a battery on top of being a hybrid. That was shady business practices and a flat out lie to try getting into a vehicle I do not want. When I said something about it she said the information in her system could be wrong.

• Initial Complaint

  Date:02/24/2023

  Type:Product 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 purchased my beautiful 2021 Ford Explorer 10/21. The issues started January 2022. After 4 months of being told one thing after another, taking the car back and forth, not having phone calls or emails returned and finally completely a bad survey, my husband was contacted and asked if I would change my survey! The lady that did not return my emails is now calling me. I said I love my car and I paid close to $50K and now I have no trust that I can drive my car without it breaking down after all that has happened over the past 4 months. I had even purchased the extended warranty. I then received a call from the GM. He assured my he would make things right. He said we would find me a car and I would not have to pay any more out of pocket. He asked for my requirements and I said just like what I have, I love my car. He sent me a few pictures of other cars and I told him I bought a beautiful red car and that is what I want. After months of getting nowhere he told me "nothing available that fits" A couple of weeks passed and i saw two cars that looked like mine on the lot. I texted to inquire he said let me see what I can do. He ran the numbers it was going to increase my payments up to $300 with money down. I asked what happened to the start over, He kept saying I needed to come in. I said my husband works until 5pm and he said he left at 4. He said Saturday and I explained he works Saturdays. I once again heard nothing. On 2/20/23 I was driving home with my daughters and the car did the same thing, I called FORD and they can't see me until l3/3/23. I texted the GM and they had me bring it in, same day. At 5:20pm my husband receives a call that they can't look at it until 3/3. I called the 800# and they also assured me they would take care of me a rental if needed. I was given the run around. So here I sit paying for a car I can't even drive. I have always loved the FORD name but after this I will never buy another FORD and will tell everyone I know to steer clear.

• Initial Complaint

  Date:02/17/2023

  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.

  ZERO STARS DO NOT RECOMMEND!!! They sold me a 2014 JK Wrangler, I told him it leaks and rains on my radio about a week after I bought it, one year ago today.. They told me they would call me with an appointment to have it fixed, do you think they ever called? Answer: no absolutely not. Then I tried to make an appointment. Nobody got back to me. Tried again to make an appointment. Nobody got back to me, then I tried to make an appointment. Got one. Ended up with COVID. Couldn't go. Got it there this week, for them to have to call me and tell me that the warranty didn't cover where it's raining water down on my radio and my floorboards are full of water. Now he tells me when I went over there since he would not take or return my calls, that they never said they would fix it. The warranty people Asked did I have a note from the salesman. Really? How professional. Funny he said they would fix anything wrong. In front of my brother no less which is why I bought the extended warranty. Oh by he, Robert Parker who also does not return phone calls after you buy it. Then you have to stop by in person. . I want this covered by the warranty like I was told that it would be a $75 deductible.

• Initial Complaint

  Date:09/14/2022

  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 2019 Ford F-150 from AutoNation Ford in Panama City, Florida in 2020, along with a bumper-to-bumper warranty through The Ford Motor Company, covering the car until 140,000 miles. Over the last 20 months my truck has been back to AutoNation at least 5 times for various mechanical issues. To their credit, each time the Service Department was eventually able to resolve each issue. During this week's 4.5 hour visit to the Service Center I was informed that my engine is faulty (Google "F150 oil consumption problem") and needs to be replaced; it survived less than 80,000 miles. Replacing an engine is a hassle, but I have a warranty and Ford is a trustworthy American company that makes America proud. Unfortunately, I was told that Ford is not allowing any existing customers to get on a list for replacing my particular engine (5.0L V8). Ok, but I have a warranty through Ford . That has to be worth something, because it cost me +$3,000, and Ford sticks by its products and their commitments/promises can be believed and they told me it covers a rental car if there is ever anything that takes more than a day to fix on my truck. Surprise, the warranty apparently only provides a rental car for a maximum of 5 days, and I could be waiting for 12 months or longer. No offer of loaner, a way to expedite the repair, someone to call, any kind of help...just, "sorry, we'll let you know if Ford starts letting people back on the list, until then, you're on your own." The options provided by Ford: 1) Drive with your check engine light on (engine sometimes stalling) and top off the synthetic oil every week or so until the engine inevitably fails 2) Rent a car and pay out of pocket for all but 5 days for a potential +12-month delay for Ford to fix my truck 3) Shine a light on their dishonest business practices in hopes that either a regulatory authority or enough public shame will force Ford to stand by their word and their product. This is disappointing, frustrating, unsafe,

  Business Response

  Date: 09/30/2022

  we purchased the truck back from the customer and he is happy with the resolution.
  
  Steve

• Initial Complaint

  Date:06/09/2022

  Type:Product 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.

  In February 2018 I purchased a 2018 Ford Escape from the Panama City Autonation dealership with full warranties. On July 4th 2020 I traded that vehicle in and was told to cancel my warranties so that I could get a refund back since I did not use any of the warranties. Through a lot of research I was able to get a document stating that my car was paid off and that my warranties need to be canceled and I sent the document over to the Panama City Autonation Ford to Victoria Sanders via email. She sent me an email stating that she forwarded the information up to automation in August of 2020. She informed me that it would normally take 45 to 60 days for the paperwork to be processed however due to Covid the process may take up to between 6 and 8 weeks. Since about October 2020-now I have reached out multiple times in regards to receiving the refund and have been getting the run around.