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:11/27/2024

  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.

  11/25/2024 I took my vehicle in for service due to a oil smell coming from the car. I contacted the warranty company and they stated I had a 250 deductible. McCarthy Ford informed me that I would need to pay an inspection fee. I received a call from service and I was informed that oil vaccum pump needed to be replaced. They also did the multi point inspection. When I picked up the vehicle I paid 460. When I left the service department headed home I began to smell oil again and smoke was coming from the hood. I called back and I was informed to bring it in. I returned with the vehicle and they kept it for 2 days. I received a call and the service adviser ***** informed me that the value cover gasket and transmission line. Initially I was Informed that it was the oil vaccum pump. If a inspection was did and there was other issues they should have informed me. When I picked up my vehicle and began to dive it was smoking. When I brought my vehicle in to the service department there was no smoke at all. How is it that when o pick up my vehicle it smokes and when you let up the hood there is a strong smell of burning coming from the car. Someone wanted to make some money so now I have 2 problems that don't exist before I brought my vehicle in to McCarthy Ford.

  Business Response

  Date: 11/29/2024

  *****,

  I will have McCarthy Ford ****************** reach out to you today to discuss.

  Thank you,

  Management

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22613749
  
  I am rejecting this response because: the dealership has not called me as of today.
  
  Sincerely,
  
  ***** Noys

  Business Response

  Date: 12/09/2024

  Mr. Noys,

  Somebody from ****************** will be contacting you today.

  Thank you.

  Customer Answer

  Date: 12/17/2024

   
  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. The dealer rectified the issue that was presented.
  
  Sincerely,
  
  ***** Noys

• Initial Complaint

  Date:11/13/2024

  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 am reaching out to express my dissatisfaction with the repeated service issues I have experienced with my vehicle at McCarthy Ford. I brought my vehicle in on September 23, 2024 (******* miles) due to a *********************** Now warning light. Although my vehicle was returned to me as repaired, the same service light appeared shortly afterward.Following this, I returned to McCarthy Ford on October 7, 2024 (******* miles), where I was informed that my alternator was faulty and required replacement. After paying for this costly repair, I was dismayed to see the warning light come on once again.On October 30, 2024 (******* miles), I returned for a third time. This time, I was told that the issue was due to faulty connectors and that the repair would cost an additional $440 plus tax. This brings my expenses to over $1,500 for an unresolved issue, causing significant frustration and concern. I am left with the impression that each diagnosis is a guess rather than a thorough solution to the problem.This is not the first instance where Ive had to return multiple times for the same issue. I feel that I am being asked to pay repeatedly for a problem that has not been fully or properly addressed.I am requesting:A detailed and thorough examination of my vehicle, ensuring that all possible causes of the charging system issue are addressed in a single repair.A reduction or full waiver of the additional charges related to the faulty connectors.Please understand that I am looking for a fair and transparent resolution to this situation. I would appreciate a prompt response, as I am eager to bring this matter to a satisfactory conclusion.Thank you for your attention to this matter.Sincerely,**** ******

  Business Response

  Date: 11/15/2024

  Mrs. ******,

  I am sorry to hear you are having service issues with your vehicle.  I will have ****************** call you today to help you with this situation.

  Thank you,

  McCarthy Ford Management.

  Customer Answer

  Date: 11/25/2024

   
  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. I have been contacted and the business picked up my vehicle for repairs. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/11/2024

  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.

  Purchase a car from McCarthy Ford in July the check engine light came on in Mid August-early September I took it to **** ***** to be checked out I was told I need an engine that would cost $17,000 so I was asked do I have extended warranty I said yes gave them Endurance information they called them and told them what was going on Endurance said we going to send our investigator out to come and expect the car ourselves. They came then I was told from **** ***** they denied to fix it, I then reach out to McCarthy ford and told them what was going on so **** which is person in charge for pre-owed vehicles he said take the car to *********** in *********** he said ask for ***** hes the service department manager once I arrived I did , ***** came to car my 2017 ***** sonic and asked what brings you in I told him I was sent by **** my McCarthy ford my check engine light is on , he said is it on now I said no. ***** asked did I have any running to do I said yes, he said drive the car if the engine light comes back on come back I said okay. The next day the engine light came back on, once I arrived to apple ***** he said now I can check it out. To make a long story short my car was at *********** for 3 weeks due Endurance denied the claim again. So I gave endurance a call myself and asked them why they told me that McCarthy knew that this car needed an engine, with me hearing this information I immediately called McCarthy ford they started giving me the runaround **** was unavailable at times the store managers **** and ***** acted like they didnt know what was going everything was on ****. So **** finally called and say Im going to try finding you engine instead lets try getting you out of this car, I was totally confused I said I cant afford to take another inquiry on my credit and put $1,000 down payment on this car. **** then says well let me see what we can is the car drivable I said yes,***** called me about a balance that needs to be paid from them running the

  Business Response

  Date: 10/14/2024

  We will have **** ***** out to you today to discuss this matter.

  McCarthy Ford Management.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22409515
  
  I am rejecting this response because:no resolution has been made I am still waiting and I will return in 2 days with an update per say the dealership.
  
  Sincerely,
  
  Paziza *********

  Business Response

  Date: 10/16/2024

  Paziza

  The management staff has been in contact with you through the whole process.  They will reach out to you again today to discuss this matter further.

  McCarthy Ford Management

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22409515
  
  I am rejecting this response because: the problem still exists. I received a message from McCarthy ford on yesterday stating that they still looking for an engine for the sonic ***** 2017.
  
  Sincerely,
  
  Paziza *********

• Initial Complaint

  Date:04/24/2024

  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 put 6,000$ down on a black 2012 ***** Camaro. From the day I got it I had is*** within a week it was in the shop. A couple weeks after getting it back from the shop my driver front tire continued to make a noise that the pin to the brake was bent. After recieving it back within a week my evap system went out and began to shake went into reduce power mode. When I brought my car in they did not hook it to a reader I then brought it to orileys to get read the evap system was out fuel tank and the idle speeds high and low was going out they then had me pay to fix the evap system on a 50/50 that it would fix the is*** my rpms continued to jump and the car continued to shake at idle. I was told by the manager that the car was supposed to go to auction do to the amount of miles on the car and with how many is***s. They tried to get me out of the car and placed me in a loaner. But once I paid for the evap to get fixed they seemed that it was no longer their is***. I put 6000 down on a car I didnt want but they refuse to work with me on one I wanted. The car total after warranty was ******. I am now without a car due to all the is***s and the lack of help from the company to place me in a better car at same value I allowed the bank to have it back once auditioned the car wasnt worth 3000. I am asking for a paid car at value or my money back for the amount of repairs I have paid for the insurance coverage reimbursement as well as title and licensing reimbursements. I had to go to some much as to video my is*** to the company for them to still not fix the is***. I would hate to *** the company but if a resolution can not be met I will go to my legal actions with my lawyer. This car has not only ruined my credit but also left me with my way to work that I have lost my job. I now inform everyone I know not to use this company due to the is***s I have had and the lack of effort from them to try and find a solution to the is***s. I hope to find a solution soon.

  Business Response

  Date: 04/25/2024

  *************,

  I apologize for the issues you are having with your vehicle.  I will have the proper management reach out to you today to discuss.

  Thank you,

  TJ

  Customer Answer

  Date: 04/27/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:12/11/2023

  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 was sold a lemon and **** and the warranty department denied my claim saying that I drove the vehicle 150 miles and I didnt because there was no check engine light on. on their end. They said it was prior to that Ive been bringing the vehicle in, for that reason, coolant issues. Which was the cause of the engine failure so they knew that this could happen and they also kept the vehicle over **************************************** into voluntary repo and then I had to get a vehicle and my aunts name just to get back-and-forth to work And when I went to go get my property from the old vehicle, they wanted to check my belongings and accused me of stealing a catalytic converter just to go back into the vehicle to show that I never moved it or tested that was embarrassing and degrading on top of the death that they put me in. Im a single father Im just trying to do the best that I can and now I have more debt . And the dealership knew this because they sold me the vehicle and the condition that it was in and just told me no worries the warranty fix it and since I bought the vehicle and their record show, Ive been bringing it in for the same issue, always the heating core always the front or driver side wheels, they have the records to show this

  Business Response

  Date: 12/11/2023

  ******************,

  Please management look into your complaint.  We will get back to you today.

  Thank you,

  McCarthy Ford Management Team

  Customer Answer

  Date: 12/12/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20989604
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/15/2023

  To whom it may concern:

  This problem started when the customers previous vehicle had a check engine light turn on.  The previous vehicle was linked to **** computer system, so **** can tell when the light turned on and for how long the customer was driving the vehicle after the problem light was on.  He did not bring it to any dealership to get fixed and when he finally did, he had drove it for weeks and hundreds of miles after the problem light had originated.  He of course told us that we were wrong, but the **** Motor Company has the proof and they will not cover what the problem is.  

  As far as the Aunt and us accusing him of stealing something, that has not been brought to my attention until now. The warranty does fix things, but it has to be done in a timely matter and not weeks after a problem arises.

  I would be happy to speak with ****************** again about his vehicle situation.  His problem sounds more like it has to do with **** Motor Company for not backing the warranty on his vehicle than it does with McCarthy Ford.  If **** does not approve the work, the customer has to pay out of pocket.  Not our call!

  I believe that this should close out the case.

  Thank you,

   

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

  McCarthy Ford

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

   

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20989604
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/01/2023

  Type:Product 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 **** Escape they a few years back and I purchased the service contract and maintenance. I refinanced my vehicle a few months back and contact the dealership and submitted my cancellation form along with the required documentation. Since February this paperwork has been submitted. I have contacted the dealership several times spoke with *** in finance as well as ****. All I get is excuses when Im able to speak to them after many failed attempts and the run around and I have not received my refund. I want my refund expedited and sent to my ******* address.

  Business Response

  Date: 06/05/2023

  ******,

  I will make sure someone gets back to you today with answers on your cancelled policy.

  Management.

• Initial Complaint

  Date:12/11/2022

  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.

  We purchased our second car with the dealership on 03/2020 when we lived in the ******* area. We made the purchase on a Saturday and came back in the next business day to cancel the extended warranty we purchased. Came into the dealer signed a very basic form of cancellation with the finance guy that did our deal with us just days before was told it will *********** to 8 weeks to process and the money would be returned to the finance company. Fast forward to 08/2022 we sold the car and upgraded to a new car. Checking paperwork found the extended warranty was never canceled back in 03/2020. We contacted the extended warranty company directly explained we sold the car and submitted paperwork to cancel. They advised us the selling dealer would be the ones processing the refund. It's now 12/2022 still no refund and have been passed off to different people every time I call. 10/15/2022, 11/3/2022 a message was taken but no return call received. Spoke with Tj several times who's quick to hand us off to someone else. Spoke with a *********************** last who said needed a week to verify information and paperwork that I sent in again to the dealer for the second time. For the record *********************** that was on 11/18/2022 I gave you more than a week with a holiday before I called and left another message for you to call me. I'm just looking for is my refund and looks like someone at the dealer made a mistake and didn't process that original cancelation in 03/2020 so I'm owed the total purchase price of the extended warranty. I've also been very patient but would like the check for the refund before the end of the year.

  Business Response

  Date: 12/13/2022

  We sorry there has been a delay with your refund.  We will check into this and call you back today.

   

  McCarthy Ford

  Customer Answer

  Date: 12/14/2022

   
  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,
  
  *****************************

• Initial Complaint

  Date:08/10/2022

  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 brought my car into for your one problem. The mechanic offer to drain my transmission fluid because it was dirty. My last transmission flush was just 2 years ago. Everything had been fine with this car until I had the transmission fluid changed. Now my transmission went out and they offered to fix it but I dont trust them. No one else has worked on my car since I purchased it from them in 2016. I kept my routine maintenance up. They are definitely liable for this.

  Business Response

  Date: 08/10/2022

  ********

   

  I am sorry to hear about your transmission issue.  I will have the Service Director reach out to you immediately this morning to address this situation.

   

  TJ