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:09/05/2024

  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 Wednesday, September 4 at approximately 9 AM I dropped off my vehicle at Tallahassee Ford in order to receive an oil change and tire rotation, I proceeded to my place of business work a complete shift and returned to Tallahassee Ford at approximately 6 PM. Upon my arrival after much questioning and being moved from employee to employee, I was informed that my vehicle had not even been looked at in the last 9 1/2 hours. Never once throughout the business day was I informed of any delay or a technicians inability to complete this simple task. The entire transaction is embarrassing and shameful for this business. They have completely lost all of my trust and confidence as a **** customer.

  Business Response

  Date: 10/04/2024

  In reference to the below mentioned complaint, Mr. ***** left his vehicle at Tallahassee Ford at opening time for the day to have regular maintenance completed on his Bronco.  It was here all day, and no work was done on the Bronco.  When he arrived to Pick up his Bronco and found that his requested work had not been done yet, he became very upset, and we offered to get the work done and offered our mobile service to come to him at his convenience he refused all options.  We at Tallahassee Ford Take all our customer concerns seriously and regret that this happened, and Mr. ***** is unsatisfied.  We tried to make it right but again he refused.
  
  Sincerely,
  
  ***** ******
  Tallahassee Ford
  

  
  

• Initial Complaint

  Date:07/03/2024

  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.

  ************************************* has my truck for repair, but they have had it almost 3 weeks and still telling me it is not fixed. Even though I was told several times when the job should be completed. I keep getting the run around about completion date. I have told them do not worry about an extended warranty I will pay cash to have my truck returned, but Everday I am given an excuse on why it is not fixed. his is unacceptable. I have complained to the ************************** now I am sending you my complaint as well hoping for some sort of resolve if you can.

  Business Response

  Date: 07/10/2024

  In response to complaint #********, I spoke with my Service Manager ************************* and he investigated the incident and he found that **************** had his own aftermarket ESP warranty so Tallahassee Ford was trying to get an approval to do the work that was needed on his truck.  The warranty company was moving slow to give us an authorization and after waiting for the authorization; the repairs were declined.  At that time **************** authorized us to repair the vehicle with payment coming from him.  We then had to order some parts to complete the repairs and **************** signed for the repairs to be done.  The repairs have been completed and he has since picked up his vehicle on Saturday July 6, 2024.

  We try to get everyone's repairs done in a timely manner but when you are using a warranty company that requires authorization before you can perform the repairs, it can take a while, especially if it is a warranty that we do not sell.  All warranties are different and require different kinds of authorization.  His warranty company took a short while to get an answer from and it was unfortunate that they declined his repairs.

  Thank you,

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

  Controller

   

• Initial Complaint

  Date:09/18/2023

  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.

  Car display settings are reverting to default every time I started my vehicle immediately following a Ford update with no prior issues. Made appointment with Ford, took a month and a half to get in, then they didn’t tell me I wouldn’t get my car back same day until I got there. Took them 7 DAYS to even look at my car even though I had an appointment (no loaner was even offered either). Throughout the 7 days, I contacted them daily for updates because I wasn’t hearing back, and only received an update twice. They updated it on the 7th day, that didn’t work. Sent me a list of services to approve, one of which was a $640 replacement of my entire entertainment system. No explanation was ever given as to why that was suggested. They said they could reprogram the module, but they wanted to charge me $247, plus labor, which would have made it $470, that remember, was caused by a Ford update, not a normal wear and tear issue or anything I did. I told the dealership multiple times it started immediately following a Ford update, but they won’t cover the charges as it is out of warranty, despite the fact that Ford’s update is still what broke my display settings. If Ford had ripped my bumper off they would have fixed and covered it warranty or not, so why isn’t it the same concept when their update breaks my radio/display? They then tried to tell me (only after I told them I wasn’t willing to pay for an issue Ford caused) that the computer was showing no previous updates, which is not at all true; it has updated at least 3 times since I got it in 2020. Even if it did say that, updates can do all kinds of things to software (I’ve personally seen it, I’m in IT), and it’s very possible the update wiped the device history. Online searches show that update is breaking several displays, but there is no recall yet (see attached images for examples). It’s not fair to the customer to pay after Ford’s faulty update breaks something. Corporate also stated they will not cover the charges.

  Business Response

  Date: 10/02/2023

  I contacted my Fixed Ops Director **** **** and stated that on 09/18/23 we repaired the issue at no cost to the customer.  We did a reprogram for the customer at no charge and everything after the repair was working correctly.

  We have not heard back from the customer since the repair was made.  If there is still a problem, please let us know.

  Thank you,

   

  ***** ******

  Controller

• Initial Complaint

  Date:07/17/2023

  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 purchased a **** **** ** **** *********** **** in August of 2021. On September 20th 2022 I took my car in for a full service. On October 14th after hearing something banging around in my engine, I pop the hood and end up pulling out an Allen wrench with the extender still attached along with a plastic cap that the Ford service guy told me was from the oil they put in my car. Ford also never reattached the underneath of my vehicle. I took it to ******* **** **** my vehicle now has two oil leaks, a coolant leak, they also said that Ford used the wrong coolant in my car so, I need a new coolant reservoir and have several missing bolts & gaskets. So I go to Ford about all of this, the service guy and salesman tell me to get my vehicle from ******* **** **** and they will make it right and put me in a different vehicle. I do and when I get to Ford they act like I’m a stranger. They say they need to appraise it which was also done on 9/20. The appraisals from 9/20 &10/28 are polar opposites. So the sales guy tells me they can’t do anything for me due to the leaks. December 22nd my car starts running hot and I have a massive leak. I take it to Ford two weeks pass before I can get a call back. They want ******* **** **** to call and give proof of what did the damage. The guy at ******* **** **** tells me they can’t prove this and Ford knows that, that this is how they will get out of taking responsibility for the damage. That this is a known tactic and that’s exactly what happened. So, I am left begging for rides to work and paying a $26,000 dollar loan for a vehicle that I can not drive because it runs hot. It is truly devastating.

  Business Response

  Date: 07/31/2023

  Tallahassee Ford worked with *** ******** to ensure any issues noted were addressed so she would leave a satisfied customer. The general manager worked directly with *** ******** to trade out her vehicle and resolve all issues set forth in her original complaint. *** ******** has since posted positively on ******** about how great Tallahassee Ford was to her. The Dealership is happy all issues were able to be resolved in order to continue a good relationship with this customer. 

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  Ford took excellent care of me once the owner knew what had actually happened. He went above and beyond for me. This happened after I filed this complaint and I was could not find a way to cancel it. My sincerest apologies. ID ********, 

  Sincerely, 
  

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

   

• Initial Complaint

  Date:03/20/2023

  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.

  I brought my truck for warranty work two weeks after having it there for some of the same issues. Tallassee Ford told me repairs were complete and to come pick up my truck about 45 minutes after they made me a reservation to get a rental car saying repairs/services would be complete next week. I do not believe they did the repairs or services they said they did. I was told by the service Manger that tallahassee ford Lincoln would no longer do business with me and to come pick up my truck over falsehoods made about me. **** ****** tried to start a fight with me in the service area.

  Business Response

  Date: 04/03/2023

  good morning ********, 
  
  i do remember Mr. **********, i first spoke to him in our service drive . i set him up with a appoinment , and we also set him up with a rental vehicle. After arriving at ***** rental car Mr. ********** decided  not to take the vehicle and gave the employee at ***** a hard time. we then rescheduled him another rental vehicle. when Mr. ********** arrived at our Dealership he was very abusive to our employees and then went  up to our showroom and  was using profanity and being rude to our customers in the showroom. i also found out this wasn't his first time doing this. i called our general manager and he also said he was abusive in the past and have him leave the property. when i spoke with Mr. ********** and told him, he started insulting one of our service advisors and he was the one who wanted to fight the advisor.i gave Mr. ********** his keys and asked him to leave the property and that we  were not going to do business with him anymore.
  

  
  

  Customer Answer

  Date: 04/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   I am not sure who wrote this response but the accounts are false!
  
       On 03/04/2023 I came to Tallahassee Ford Lincoln to get a rental car after they had my truck for the better part of a week. I ran into *** ******* in the service area. Mr ******* originally sold me my truck back in October 2022. He asked how I was liking my truck. I expressed my dissatisfaction with the purchase. He said he could put me into another truck. I told him I wasn't interested and he walked away. 
  
  
  
       I then spoke to **** ***** (service manager) who put me in contact with **** ******.  **** ****** called ***** to reserve a rental vehicle. I was standing there while he spoke to the rental car attendant. He said an instrument cluster had been received and they would replace it early next week. He went on to say I would probably need the rental until Tuesday or Wednesday of the following week. **** set up the reservation. I had to **** to ***** to pick up rental car. The **** ride cost me $19.97. I never set foot in the showroom at Tallahassee Ford Lincoln or spoke to any customers. 
  
      When I got to ***** and spoke to the attendant, they told me Tallahassee Ford Lincoln canceled my reservation. I called Tallahassee Ford Lincoln and was told that all repairs and "the works" services were complete on my truck and to come pick up my vehicle. They also said they would no longer do business with me. I had to pay for an **** back to Tallahassee Ford Lincoln. That **** ride cost me $20.95
  
  
  
       When I returned to Tallahassee Ford Lincoln i spoke to **** ***** again. We were discussing what had transpired. **** ****** stepped in and said he already heard me say the **** ride was $20 and I was telling Mr ***** that it was $40. I told him I had to get another ride back and called him an "*****!" At this point he started walking toward me in the service area, yelling "what did you call me?!" Feeling threatened, I prepared to stand my ground.  At this point Mr ***** asked me to step outside with him.  
  
  **** ***** told me all repairs were complete on my truck but the instrument panel still doesn't work and the running boards still don't function properly! I have brought my truck in multiple times and these issues still aren't fixed! I have zero confidence that the service department made the repairs or completed "the works" service package they said they completed. I have spent a great deal of money on an extended warranty as well as an paint warranty at Tallahassee Ford Lincoln and now they say they won't honor these

  Regards,

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

  Business Response

  Date: 04/04/2023

  good afternoon, as we stated in the last response customer is very abusive. **** ****** was not his advisor he was just trying to help Mr. ********** out . Mr. ********** was in the show room yelling to other customers and using profanity. all anyone at Tallahassee Ford was trying to do was help him. we feel its in the best interest  for the rest of our customers and the dealership that Mr. ********** services his vehicle somewhere else 

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   

  
  .   It's laughable to me that you think I'd want to continue doing business with Tallahassee Ford Lincoln after all they have put me through! This whole process has been a nightmare since I made the purchase back in October 2022! ***** ****** and *** ******* tried to strong arm me about worn out tires and mis-matched lug nuts days after making my purchase! It was only after I threatened to give a poor review did ***** ****** decide to do the right thing and give me new tires and matching lug nuts! Looking back, I wish i had still given them a poor review for their ******* attitude!
  
  The day I bought the truck, the reverse warning alarm didn't work. *** ******* assured me they would fix that. I had to bring my truck in to get that replaced almost immediately after the purchase.  Shortly therafter, it failed again and I had to bring it back in to get fixed a second time!
  
  
  
  the right windshield wiper has fallen off three times! The first two times this happened, your service department tried to jerry rig the wiper but it kept falling off. It was only after complaining to a service manager did the wiper actually get fixed correctly! I have NEVER owned a vehicle where one of the windshield wipers has fallen off even one time!
  
  
  
       I have brought my truck in at least 3 times to have the instrument panel repaired... it still doesn't work properly!  The same goes for the running boards!  They still don't work properly after coming in multiple times for repairs.
  
  The most recent time I came in i asked for "the works" package. Which includes an oil change and a tire rotation amongst other things.  I have zero confidence your service department completed any of this!
  
  Your general manager brags about Tallahassee Ford Lincoln being "The King of Recalls!" He says he can't get home from getting a recall repair on his truck without getting notice of another recall! He said my truck, having the platinum trim package has more chips than all other trim packages. He then proceeds to tell me that since my truck was made during the height of the pandemic, that all the chips and processors were 2nd rate! **** ***** told me in private multiple that he was ashamed of what **** ******** was essentially bragging about!
  
  
  
  .   The fact that the service department has resorted to making up lies about me being abusive to customers and employees are just absurd! I never set foot in your showroom or spoke to any customers! **** ****** essentially called me a liar and when I called him out, he was the one who started approaching me yelling "what did you call me?!" Feeling threatened, I prepared to stand my ground. I never approached him in an aggressive manner. I wasn't even speaking to him and he decided to assert himself into the conversation.
  
  I get the feeling you realize your service department can't get their job done and have resorted to making up lies because of this! Then you say you're not willing to do business with me anymore!
  
  
  
  I will never do business with Tallahassee Ford Lincoln and i will do my best to let  everyone I know the way I was treated at Tallahassee Ford Lincoln!
  

  Regards,

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

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 November 10, 2022, while waiting for the servicing of my truck to get completed, I received random updates from **** ***** and the service personnel at Tallahassee Ford Lincoln in ************ *******. My scheduled service appointment for The Works was for 10:30am. The service that I thought I was getting, but later found out upon my return home, traveling over an hour and half presented sounds of knocking and the smell of burning oil. So, I immediately opened up the hood to then discover that the dealership mechanics or representative had left the motor oil cap off. In addition, the status showed 24% oil and the tire pressure revealed inconsistent tire pressures (all below the recommended manufacturer levels). The issues were communicated with employees of the dealership regarding these concerns. The matter was not handled appropriately or professionally. They charged me for work that they did not deliver as they should have provided and their promise to ensure my scheduled trip was not delayed was a lie. Their Director of the Service Department, **** ******, said that he was sending his service van and that his employees would be at my home by 9:00am, that did not happen. I sent messages back and forth to him and their Director of Quality Assurance., **** *****. They (service repair) did not arrive until 10:47am on November 11, 2022. Therefore, causing a significant delay in my schedule and them patch working my vehicle. Photos have been taken and if there are any issues with my vehicle, especially the engine, this dealership should be held accountable for providing and handling whatever expenses.

  Business Response

  Date: 12/13/2022

  To whom it may concern, 
  We have issued Mrs. ******** a refund of $106.37. The Mobile repair van was dispatched to her house the next day to correct the issue.  Unfortunately, in any business mistakes do happen. We feel we have done everything we could to correct the vehicle and satisfy Mrs. ********. 
  
  Thanks
  **** ****** 
  Service Director 
  Tallahassee Ford Lincoln 
  ************
  

  
  

  Customer Answer

  Date: 12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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 as long as there are no damages found or caused due to mechanic’s negligence or failure to complete vehicle inspection properly.

  Regards,

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

   

• 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.

  We were driving through *********** when our car AC went out. We left the car at this dealership to be fixed and rented a car in the meantime for our vacation. On our way back through to drive home to ********* we picked the car up and paid $2,000 for them to replace the air compressor. Upon returning to ********* my car started to make a rattling/knocking sound that only happened when the AC turned on. When you pop the hood you can see a hose going to the AC vibrating rapidly. Er took the car the our local ford dealership, World Ford *********. They would not work on it under the warranty promised to us by the *********** Ford Dealership because they said that while the dealership replaced the compressor, they didn’t flush out the system. So the same bad refrigerant made the new compressor go bad. *********** Ford came to ********* to get my car and take it back to *********** to fix it. They returned it to us and said they couldn’t see or hear anything wrong and didn’t fix anything else. We filed a claim through our bank, but the dealership’s bank denied the claim, stating that they provided a service for the amount we spent. I would like a full refund so I can take my car elsewhere to be fixed or I would like for them to come get it and actually fix it properly.

  Business Response

  Date: 10/12/2022

  Good morning.
  
  To begin, allow me to share an observation on the complaint in the next to last sentence where she states we picked up the vehicle and drove back to ***********.  According to our service manager, on the drive to and from *********** they could not duplicate the problem the customer had stated.  Our service department did check out the vehicle in the shop before returning it to them but could not duplicate the problem.
  
  Our service manager did call to schedule us to pick it up again, but the husband refused our offer and demanded a refund.  We further offered for them to take it to a local Ford dealer, and we would cover the cost for them to inspect the vehicle.  If a problem was found, then we would deal with the ********* dealer as to any costs.  Again, the customer refused the offer.
  
  We understand the customer feels something is wrong with vehicle, but we do not understand why they will not take it to a local dealer who we can work with to determine if the current issue is related to our service performed on the vehicle.
  
  At this point, we cannot refund without either having the opportunity to inspect it again or the vehicle begin taken to a local ********* dealer for inspection.
  
  Please communicate with the customer of offer still stands.
  
  ***** *****, Controller
  *********** **** *******