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:01/30/2025

  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.

  Transaction Date 01/25/25 On January 25, 2025, I, ******* *****, purchased a 2014 **** Escape from your dealership. Shortly after, on January 30, 2025, I discovered significant water damage on the roof of the car. Upon inspection, it appears that this leak has been present for ******** no point during the sales process was this issue disclosed to me. I returned to your dealership and spoke to the salesman who assisted me with the purchase. He informed me that the damage could not be repaired. During this interaction, this same salesperson inspected the vehicle but dismissed the situation with vague remarks. When I asked to speak to a manager, I was told the manager would return the following day.I am very disappointed with this experience and feel misled regarding the condition of the vehicle. I am requesting immediate attention to this matter, including either repair of the damage, a replacement vehicle, or another suitable resolution.Please contact me at your earliest convenience to discuss this further. I look forward to resolving this matter amicably.Sincerely,******* ***** ************

  

  Business Response

  Date: 01/31/2025

  Unfortunately all of our used cars are sold As-Is. Attached is the Buyers guide with customers signature. At this time ********************** is not willing to do anything.

   

  ***** ****

  Sales MAnager

  Customer Answer

  Date: 02/03/2025

   I am rejecting this response because: 
  
  I was not informed that this car had water damage on the roof and possibly mold. I have bronchitis and asthma, and this car has been causing me ***********, headaches, and allergy symptoms. Your company is not trustworthy. You must be going bankrupt if you needed to sell a car that badly. You are willing to put my health and life at risk just to make $10,446.75. So, youre showing that my life means nothing and that money is more valuable? Have a good day!!! 
  Yours truly, 

  

  Business Response

  Date: 02/03/2025

  Unfortunately like I explained in the first response, All used vehicles are sold as-is. We are not willing to do anything at this time.

  Customer Answer

  Date: 02/03/2025

   I am rejecting this response because:
  
  I was not informed that this car had water damage on the roof and possibly mold. I have bronchitis and asthma, and this car has been causing me ***********, headaches, and allergy symptoms. Your company is not trustworthy. You must be going bankrupt if you needed to sell a car that badly. You are willing to put my health and life at risk just to make $10,446.75. So, youre showing that my life means nothing and that money is more valuable? Have a good day!!! 
  Yours truly, 
  
  

• Initial Complaint

  Date:10/23/2024

  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.

  2023 *********** purchased 6/10/2024 Repaired 8/15 for crack in coolant reservoir Repared 8/30/2024 thru 9/13/2024 New engine placed. Stopped running broke down in traffic 9/27/2024 Webb Ford will not fix. Webb Ford called the police on me. Webb Ford trespassed me from their location. 9/28/2024 ************* assisted with attempts to repair but was informed that a tech at Webb Ford left out parts screws and bolts. **** motor credit will not pay Art hill **** to fix my vehicle due to "Webb fords messup"

  

  Business Response

  Date: 11/05/2024

  Please see attached

• Initial Complaint

  Date:08/16/2024

  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.

  I went to purchase a car from Webb Ford on 07/13/2024. I looked at a 2019 ***** Equinox 2.0L and decided to test drive it. While on the test drive, I asked the sales person how recent was maintenance done to the car. With he replied with, Everything was just inspected, all you would need is an oil change, but well give you a free one. So I decided to buy the car through a loan that is $23,089.75. After putting less than *****mi on the car, I went to get an oil change at a different business. A technician was able to inspect my car and see that the transmission fluid is burnt and has been burning. So after learning that, I decided to see if my warranty covers a transmission flush that I bought with the car and it ended up not covering this type of maintenance. Then on 08/15/24, I wrote a review on their Goggle page, giving them a negative feedback. They reached out and told me to call them. I did. I was put on hold for 15 minutes. Talked to three different departments. I explained that, before I took the car home I asked them to inspect it and they told me they did. I was met with hostility and aggression. They did not inspect the car. So now, I have to pay for the transmission service out of pocket on top of already have paid $23,000.

  Customer Answer

  Date: 08/16/2024

  Hello! I am writing to clarify the desired outcome of this situation. I would like the desired outcome to be contacted by business. Thank you so much! 

  

  Business Response

  Date: 08/16/2024

  In regards to this complaint, the 2019 ***** equinox purchased by ******************** was sold as is. A transmission flush is would not covered under the warranty. At this time Webb Ford is not willing to participate in the cost of this service. 

• Initial Complaint

  Date:08/13/2024

  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.

  I purchased a vehicle from this place the owner or the manager was very rude and I put down a $4000 payment which was not applied to my loan and was told I have to come out of pocket to pay for title and plates. I called up there to take the vehicle back because the vehicle was having issues the first week that I was in the car and I was told that I wasnt able to return the vehicle nor was I able to get a refund, so Im stuck with a car do not run

  

  Business Response

  Date: 08/13/2024

  In regards to this complaint, I have enclosed the buyers order which clearly shows the $4000 down payment was applied to the loan. We do apply for tilte and pay taxes, but on Illinois deals we do not collect for the plates, it is customers responsibility for this.

• Initial Complaint

  Date:03/11/2024

  Type:Sales and Advertising 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.

  **** OVER CHARGE ME BY #**** ABOVE END OF LEASE. I SPOKE TO *******************, THEY TOLD ME THAT IS WHAT USED **** ARE BEING SOLD I TOLD HIM THIS IS A LEASE AGREEMENT. HE TOLD SORRY IT IS WHAT IT IS .

  

  Business Response

  Date: 03/11/2024

  Customer was aware of the price at time of purchase and agreed to purchase vehicle. Unfortunately at this time there is nothing we can do. If you have any question feel free to reach out to me @ *************.

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

  Customer Answer

  Date: 03/18/2024

   I am rejecting this response because:
  Yes I did sign the contract, but at the time of the contract I was not aware of them raising the price. I did not find out until my accountant asked me why did I pay more for a vehicle that was under a lease contract by ***** I contacted **** leasing department, which then told me they are not allowed to raise the price from the original signing agreement only in the acceptance of docking and transfer fees by state law. When I found out I contacted ***** and he refused to go back to the original contract price.
  
  

  

  Business Response

  Date: 03/20/2024

  Unfortunately we are unable to do anything at this time. Customer agreed to the purchase price and signed all contracts and documentation.

• Initial Complaint

  Date:12/18/2023

  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.

  I told the salesman and the sales manager that I do not want the commercial vehicle if it's not able to be put under the business name. I'm in the process of buying property. The sales manager assured me and my wife that we only sign as a guaranteed of the loan and it will not show up in our credit reports. I found out that this was not true, and my debt ratio is so high that I can't purchase the property that I was planning. I feel like I was lied to and tricked to buy a vehicle.

  

  Business Response

  Date: 12/27/2023

  To Whom It May ********************** have reviewed the complaint that has been provided to our dealership.  I have attached documents for you to review that are signed by Mr. and **********************  As you can see they were fully aware the financing and titling was secured in their names. 

  On page two of the "******* Vehicle Retail Installment Contract" you will see under the "Use for Which Purchased: the contract is declared "Commercial" for their business documentation.  Also, please find attached a copy of their cash down both in the form of personal accounts. 

  At no time was our customers "lied to nor tricked to buy a vehicle". ******************** was here multiple times and numerous phone calls throughout this transaction. He was fully kept informed and communicated with as we secured financing.

  Once again as you can see per documentation we have provided it clearly states both of their names and signatures. 

  Thank you for this opportunity to discuss this matter. 

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

  Webb Ford Inc.

  Customer Answer

  Date: 01/01/2024

   I am rejecting this response because:
  i SPECIFICALLY TOLD THE SALESPERSON AND THE MANAGER THAT I DIDNT WANT A COMMERCIAL TRUCK ON OUR PERSONAL CREDIT. THIS WAS FOR BUSINESS ONLY. WE THOUGHT THAT WE WERE SIGNING AS A GUREENTEE OF THE LOAN TO GO ON THE BUSINESS CREDIT ONLY.
  
  

  

  Business Response

  Date: 01/04/2024

  To Whom It May *************** have reviewed Mr. and ********************* response.  In my previous response provided, I have attached numerous documents signed by both customers.  Nowhere on signature lines of these documents does it say "Guarantor" or a "Company name" where their signatures were applied.  At no place on these documents that were provided does it have a "Company" name listed nor their Officer ***** within a Company. On the "credit application" it clearly states "Joint Credit Intention Signature" and "Credit Application Signature".  On page six of the **** Credit "******* Vehicle Retail Installment Contract" it clearly has a "Guaranty" section defining responsibilities of a "Guarantor".  As you can clearly see, there is a N/A for the "Guarantor Signs".  Once again, the documents clearly state Mr. and ********************* personal names throughout and credit was secured as they were aware when they gave all necessary information  to secure their loan with the finance company. 

  Thank you very much for the opportunity to respond to this matter and to clarify further any questions.  

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

  Webb Ford Inc.

• Initial Complaint

  Date:10/18/2023

  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.

  In September of 2022 I placed a order for a 2023 **** Maverick. I placed my order with ***************************** and BEFORE we finalized the order, I asked about the **** A-Plan discount and was told that it was okay for ORDERED units only. (Which mine is) I have waited over a year for my truck to arrive and on 10/17/2023 I received a call from ********************* who explained to me that not only will they NOT honor my A-Plan discount, but that they also are charging me $5000 over MSRP "Because they can". I placed this order with the expectation that I was getting my truck at MSRP AND the A-Plan family discount but am only now just being told when it arrives that nope, they just bait and switched me and don't plan on fixing their employee's mistake, presumably so that they can not sell the truck to me and instead list it on their lot for much more than $5000 over MSRP. I find it very disgusting that a business can operate this way and BLATANLY does not care about the customer and will squeeze every bit out of their customers "just because they can". I am never one to write reviews or make complaints about any business but this absurd and I genuinely can not believed they are allowed to get away with this baiting and switching and straight up lying.

  

  Business Response

  Date: 10/25/2023

  To Whom It May *************************** have reviewed the complaint that you have provided our dealership.  After reviewing the statement made by *******************, he did place an "over the phone" prder for a new **** Maverick on September 19, 2022. I have attached proof of the over the phone order thru email and receipts.
  
  As stated by ********************, due the market demand, continued manufacturer constraints, limited ordering availability that is beyond our control we did not receive the **** Maverick in a timely manner. 
  
  Attached I have included a message that ******************** left for ********************** on July 31 2023 at 11:40am. ********************* was on an extended vacation at this time.  As his Manager I called ******************** to discuss his questions.  He did not answer so I left him a voicemail message making him aware we are not currently doing "A plan pricing" on **** Mavericks. I also let him know this is based on commodity constraints and current market values.  I also stated to please give me a call to discuss further and also to answer his other questions he was inquiring about. ******************** never called me back, nor has he currently. 
  

  Per his complaint, "bait and switch" terminology does not apply to this transaction, we were not switching units and as you can see by the attachments he pursued us over the phone to order the unit. On July 31, 2023, he
  "wanted to see if he could get A plan" per his own message.  Our pricing policy is not "just because they can" as Mr. ******** stated, it is based on current market values.  Current market value on the 2023 **** Maverick is $10000.00 to $12000.00 over MSRP nationally. We have chosen for our policy pricing due to market conditions and commodity constraints for all "order" customers not to pay current market value.  Instead we are pricing customers at $5000.00 over MSRP on their orders.  We are not required to price at "A plan pricing".  

  At this time, as we stated, we are more than happy to refund his $250.00 deposit at any time.  According to the attached documentation I have provided he used a credit card ending in ****. Our policy is to refund to the original form of payment. ******************** may contact me at anytime in person, over the phone or via email to expedite his refund transaction or to further discuss this matter with me. 

  Sincerely, 

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

  Business Manager/New Car Sales Manager

  Customer Answer

  Date: 10/26/2023

   I am rejecting this response because:
  
  The call I made in July was regarding a Maverick that was on the lot and that is when I was told that they are not doing a plan on *************************.
  

  However in your smartly worded HR response, you completely went over the fact how this is all related to how your employee said A-Plan is fine for ordered units and your company did not honor that once so ever. not only have I have not received a single apology or attempt to make anything better, All Ive received is blame that is all my fault, and a $5000 markup THAT IS ENTIRELY OPTIONAL BY THE DEALERSHIP. You could have said I apologize for the inconvenience caused by my misinformed employee, Here is X amount off this over priced vehicle. But nope, nothing. Its very clear what you value at your company. Money, NOT the customer. 
  

  At this point I dont care anymore. You and your company are not worth anymore of my time, and my parents that bought multiple vehicles from you and have them serviced there will no longer being doing business there. 
  

  That card that was charged $250 is no longer active. How do I get my money back. 

  

  Business Response

  Date: 10/30/2023

  To Whom It May *********************** understand that cards are expired and/or replaced with other cards over time. We definitely want to make this an easy process for you per your request. On October 28, 2023 after reading your response, we immediately mailed a refund check for $250.00 directly to the address we have on file.

  If you have any other questions or concerns, as always, please feel free to contact me via email or give me a call at ************. 

  Sincerely,

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

  Business Manager/New Car Sales Manager

  Customer Answer

  Date: 10/31/2023

   I am rejecting this response because:
  
  Did not meet my original resolution. 

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service 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 Car From Webb Ford Of ******** ******* Last Thursday April 27th 2023. The Manager/Owner Of This Place Stated To Me That It Is Not His Problem That One Of My Keys Didnt Work At All. He Would Not Program The Key Or Take Any Type Of Initiative To Accommodate The Issue. Also, When i Called Him To Reason With Him He Then Hung Up On Me And Told Me To Enjoy My Day. I Had To Then Take The Vehicle To ************ Dealer And Pay $150 To Get The Key Programmed.

  

  Business Response

  Date: 05/08/2023

  Customer purchased vehicle as is. We are only required to give one key on used vehicles, so at this time we are not willing to contribute.

   

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising 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.

  The transaction occurred on Tuesday March 28, 2023.During my initial visit to the dealership on Saturday March 25,2020 two weeks. The dealership agreed to purchase the vehicle for $24,000.The payout on the vehicle was $21,000.I was quoted the difference of $4,000 would be paid to me by check after a period of approximately two weeks. I returned to the vehicle on Tuesday March 28 to complete the sale to the dealership.After the transaction was complete I was told that I would receive the difference on the payout of $2,300.I was told that I had to pay taxes of over $2,000 on the transaction.I was not told what the taxes were for.I asking to be reimbursed for the amount of unknown taxes paid as the buyer, or the truck be returned to me.

  

  Business Response

  Date: 03/30/2023

  I have attached copies of the transaction with ******************...

  The payoff to ********* was $21,481.97 , we sent them a check for the precise dollar amount.

  The PNUMBER Authorization form shows the *** (agreed upon price) of $24,000.00, which is

  ********************** claim, and the amount back to customer is $2518.03 which is just simple math. 

  There is NO tax on this transaction, ********************** claim is not valid. Please **** this concern

  not valid.   ****************** will receive his payment upon receipt of the CLEAR title from the lender, 

  that is the only stipulation.

   

  Respectfully, 

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

• Initial Complaint

  Date:03/30/2023

  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 bought a used 2013 **** F150 with ****** miles on it. I also purchased a 3yr/36000mi extended warranty from ****.Upon returning from the dealership and restarting the truck I noticed a **** sensor warning. After a few hours I went out to the driveway and observed a considerable amount of fluid leakage. This continued over several days and could not have been unknown to dealership.Additionally, I hooked up a code reader and found several error codes that on brief research indicate the battery had been disconnected prior to sale. I think the dealer wanted to clear the **** warning.I brought the truck into a **** dealership closer to home. They diagnosed that there was a coolant leak not covered by warranty. They also indicated that the tire sensors were all defective.I paid to have the coolant leak fixed for about $813. I did not have them replace the sensors which would have been $799. Upon leaving the service department the truck started making a grinding noise. This noise was not unknown to me, days earlier I had been driving through a parking lot and a pedestrian turned around and reacted to the sound. I thought it had been coming from the vehicle in front of me.

  

  Business Response

  Date: 03/31/2023

  I understand your frustration, but the truck is 10 years old and was sold as-is. We are not willing to participate in the cost of any repairs.