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:06/25/2024

  Type:Product 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 bought a car through the used cars department in November 2023 I put $4000 down and am financing the rest. In April 2024 the timing chain broke and I had to get it towed back to the dealership in Alexandria, Kentucky, it took them several days with no communication to me, they ended up having to send my car To the Chevy dealership due to my car being a Buick I had to call every single day for an update from both locations never getting a solid answer from any of them. They kept telling me that my car would be ready the following week fast-forward To end of May 2024 I had called them to see when my car would be ready as I had to drive two hours to Indianapolis, Indiana to pick up my mom who was visiting. The dealership again gave me the wrong date so then I had to rent a car from enterprise to be able to pick up my mom, a week later Finally got a call that my car was ready and to go into the office and that they would have my paperwork and keys ready for me to pick up, when I had gotten there, they had lost my paperwork and could not find the lot that my car was at they had me pay my deductible. I had brought up the fact that I had to rent a vehicle due to the fact they could not give me my car on time, they told me they cannot reimburse my rental payment due to the fact I got the car from the Alexandria dealership so the supervisor said he faxed over my receipt to the Alexandria department. It has now been three weeks. I’ve had horrible communication with them, every time I have called , the supervisor and the finance department always seems not to be there. I eventually got a call that they never received the fax copy of the receipt and stated that I needed to send it again and that he would send it to someone else to get the process started he gave me severe attitude and ended up hanging up on me , I have had nothing but poor communication and hassle from this company and would like to receive my reimbursement for my receipts/ compensation for the hassle.

  Business Response

  Date: 06/27/2024

  Thank you for contacting us regarding *** **** and her ***** ******. The only amount in question is the amount she paid for her rental car which amounted to $350.11. We apologize for the inconvenience and greatly appreciate her patience. Our General Manager Bryan S**** spoke with her and we will get the reimbursement process for her rental expense. Thank you

  Customer Answer

  Date: 06/27/2024

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:04/06/2024

  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.

  While searching for a new car I was shown on the PC a fraudulent car fax stating my car had zero wrecks. When I go to trade my car in,yesterday I was informed that my car was in a wreck and had the air bags deployed. I feel completely conned by this company.

  Business Response

  Date: 04/06/2024

  Can you provide us with the VIN number of the vehicle you are talking about in the complaint please? When was the purchase date?

  Thank You

• Initial Complaint

  Date:03/31/2023

  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 agreed price for car was $45,500.00. On Dec 27th they changed the price to $46,000.00 added on taxes and license fees then took away $1500.00 rebate as down payment to get to $45,500.00 no rebate was never mention. We didn't need down payment we were paying cash for car. The rebate should have come off the agreed price. 3 days later when me & my wife signed papers we just looked at bottom price to make sure it was $45,500 plus taxes and license fees. Salesman told me I would get points for service dept for oil changes or whatever to date no points, ask again Mar 8th still nothing, told me I could get car washed anytime service dept told me they don't wash Fords just Lincolns. Salesman also told me they would do the value guard in the service dept they didn't they took it 13 miles away & back. You would think you could trust them but they lie. They should not take advantage of old people. Thank you, ***** ****

  Business Response

  Date: 04/04/2023

  Thank you for contacting us regarding the complaint filed by *** ****. Please see attached.....we clearly disclosed and he was clearly aware of the $1500.00 Rebate, as evidenced by his initials and signatures. Keep in mind, *** **** is complaining that he wanted to pay $45000.00.......he paid $46,000.00 less a $1500 rebate so his price before tax was only $44,500.00. Also, keep in mind, vehicles like this were and continue to routinely sell for MSRP (Manufacturer Suggested Retail Price) and on this vehicle that was $47,790.00......either way you look at it, $46,000 or $44,500......** **** received a better than market discount and an outstanding deal.

  As for car washes, we welcome him back and will commit to a free car wash at his convienence......he can call Bryan S****, General Manager at ###-###-####.

   

  Thank you

  Mike Castrucci Ford Lincoln of Alexandria

   

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** And ****** ****  I don't accept the business response to my complaint I'd no.******** I was never told about the rebate and never offered to pay 45000.00 for the vehicle I just trusted them and signed where they told me to the rebate should have come off the the agreed price of 44500.00  still don't have any points for oil changes or any service I want to use them for have ask about five Times I guess they want to keep them to like they did the rebate .
  

  Business Response

  Date: 04/10/2023

  I will have the manager contact them to explain the service points process and make certain that he understands how to access those on the app.

   

  Thank you

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** And ****** ****
  

• Initial Complaint

  Date:01/31/2023

  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.

  Bought a pick up truck on 12/31/2022, no complaints about the purchase or anything of the sort. But I started having issues with the vehicle after I got it home. Yes it’s a as is no warranty vehicle. But it has a safety recall that was never addressed. I called the dealership about why it wasn’t taken care of before it was sold and no answer. I asked if I could bring the vehicle back since it had only been two weeks and was told to speak with sales manager and was transferred to him and told that if he didn’t call back to call back later. Left him a message to call me back and called back later and no response. Overall it’s not very good way to handle business. Not happy with how things have turned out. I feel they should have to either take the vehicle back and clear it from my name or be willing to fork out any money for any repairs that may or may not be needed or some sort of refund of money on the account of the truck being sold unsafe.

  Business Response

  Date: 02/02/2023

  Thank you for sending the complaint filed by **** ******......Mr ****** purchased this vehicle Strictly As Is. Please see the attachment, this was one of the many sheets whereby we stipulated that this truck was being sold As Is. We are sorry to hear if there is anything to be repaired, but it would not surprise us of this in that the truck had 143000 miles at the time of sale. And we explicitly informed him that we had never inspected the vehicle after it was traded in. In fact, if you read the attachment, clearly it even says the vehicle HAS NOT BEEN SERVICED OR SAFETY INSPECTED. Further it states just above one of three signatures on this form, CUSTOMER ACCEPTS 100% RESPONSIBILITY FOR THIS VEHICLE AND ANY REPAIRS OR DEFECTS THAT IT MAKE HAVE.

  Its unfortunate but not surprising. 

  Management-Mike Castrucci Ford Lincoln of Alexandria

  Bryan S

  General Manager

  Business Response

  Date: 02/03/2023

  Thank you for your response.......please read the document you signed again.......it says BUYER BEWARE......and that the truck had NOT BEEN SERVICED OR SAFETY INSPECTED. Why is it ok to acknowledge all of this, in very explicit terms.....even easy to read but then try to act as if you have no responsibility in buying a truck we told you, that we have NO IDEA as to its CONDITION? How is that all on us? We mean this very respectfully. Why is AS IS ok at the time of purchase but not when you find something wrong with the truck?

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The answer to that is very simple. I couldn’t even receive a simple phone call back from the sales manager or a call taken. Be enough to put a bad taste in anyone’s mouth. Especially when there was a message left and multiple phone calls made. Like I said I’m not surprised at the response. But a simple phone call would have been nice. Or atleast the option of swapping out for another vehicle or something of the sort. And I’ve still acknowledged and accepted the as is on the vehicle. But with the recall that wasn’t taken care of for whatever reason on the vehicle has still left me with the same issue I was having before. Would have liked to discussed some options with the sales manager. But he couldn’t return the call. And that’s fine. Just a poor way to do any business in my opinion as I’m sure it would be the same in most of general populations opinion. It is what it is I guess. 
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:11/03/2022

  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.

  This past May 2022 I purchased a 2004 F150 from the dealership. The online mileage showed 111k. Upon arrival it was inly 76k, excellent condition interior and body. It had a 5.3l which is what my truck at the time had so I knew the engine would work for my needs. I specifically told the salesperson we were going camping the following week, have an apx 7k lb travel trailer and needing a truck to do so. My truck at the time had busted brake lines. He ensured the truck was the one, a Roush charged, hitch and engine size needed. I know alot about trucks. $6000cash and out the door. Sale complete. We knew it may have a slight exhaust leak at the manifold and small crack in the windshield. Camping morning..hitch would no go into the receiver bc of some rust. I go to a local body shop and we find the hitch is entirely rusted, holes in the support, and impossible to pull anything without falling off. We had to borrow the inlaws truck to pull the camper. Several weeks pass and finally get the $ saved for a new hitch, a different shop was going to install or custom make ... shortly after dropping the truck off, phine rings We Have Big Problems... the frame is full of holes, the leaf spring hangers rusted, and the mechanics questioned how and why the truck was sold when vitally structural deterioration. I then go to a local frame and wheel shop, he seconded the opinion, the frame can be patched and fixed for $980 and adding the hitch, apx $1500. The truck was purchased As Is HOWEVER, as a consumer, telling my towing needs, salesperson saying this is what you need, I have back issues, why should I have to crawl under to see if the frame is bad. Being a former Employee of your major competitors, this isnt right. I dont have $1400, Trucks looks sweet, engine is smooth, and excellent interior, it is just for show and unusable for anything other than local driving. Starting with this post now, hoping to keep from more formal legal review vs the current council. I want it fixed.

  Business Response

  Date: 11/07/2022

  Thank you for contacting me regarding the complaint submitted by Mr. ******. Please see attached. When it comes to an 18 year old vehicle, we go to great length to accurately disclose that we in NO WAY REPRESENT IN ANY FORM OR FASHION, to the condition of a vehicle. And it is the condition that Mr. ****** is complaining about. If the salesperson gave any assurance that the truck may be able to tow his RV, it would only be IF THE CONDITION of the truck allowed it to. It could be the frame, the engine, the transmission, it could be something as simple as brakes.....IF ANY OF THOSE COMPONENTS are UNABLE to perform, then the customer will not be able to tow. We are sorry to see that this ended up this way, but as you can see by the attached, we went above and beyond to make certain that the vehicle was sold STRICTLY AS-IS and that we make no representation, WRITTEN OR IMPLIED, that this 18 year old truck was fit to do anything.

   

  Thank you

  Mike C

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:10/18/2022

  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.

  I am with Ford A plan. I bought a 2018 Ford Escape in Oct.2018. Currently only has a little over 51,000 miles. I called Ford June/July 2022 about my transmission messing up. Ford could not even get me into service until Oct. 13, 2022. They first tried to tell me that there was nothing wrong with it. I had my husband talk to them and they took car out for test drive, (like we told them at the beginning) and came back to say yes it is the transmission. My car is under manufacturing warranty til 60,000 miles. I also have the extened warrantly plan as well. I was told that the transmission specialist would not probably get to look at it until December 2022. They kept my car and now I have no car. I asked for a rental to use and was informed they had none and I could be put on a list. I would be number 10. I asked for them to rent me a car and I was told they were not able to do that. It is not my fault the car has a defect and I do have to work and take my grand daughter to and from school. I was told sorry we cant help. This is the second issue with this car. The first one was the dealer only provided me one key to car when there shoud be two. I was told they would order me one and I should have it in a week. Six months later after several calls and complaints I received the second key. I am not going 3-4 months, maybe more without a car. This is a Ford issue and they need to correct and supply me with a rental in the mean time. I have to continue making my car payments each month, why should I go without a call.

  Business Response

  Date: 10/19/2022

  Thank you for contacting us with regard to ***** ****** We gave a her a no charge loaner yesterday and the vehicle is being worked on as we speak. We are very sorry for the delays and apologize for the inconvenience. The manufacturer provides no free loaners. It is correct that if the Escape has a transmission problem, it is likely as a result of a factory defect. But in spite of that, they offer no free loaner when the customers vehicle is in for repair. And unfortunately auto inventories are lower than we have seen in our 60 year history. We have a few loaners, but not like normal so there is a list and with that comes a wait for some. We appreciate the patience and we hope to get this fixed and back to her as soon as possible.

   

  Thank you

  Mike C

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:08/17/2022

  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.

  This is the most frustrating situation I have ever been dealt. I bought a **** **** ******** from Mike Castrucci Ford of Alexandria on May 19th of 2022. I purchased the vehicle for $22,578.00 and with $1354.68 in taxes and $355.00 in plates and fees i was out the door at $24,287.68 dollars. I paid $3,000 for a down payment in cash directly to the dealer and financed the remaining balance with my bank. This is where the mood sours. Almost 2 months later on the 15th of July I was involved in a 5 car wreck and the explorer was deemed the cause of the wreck. The handling of the vehicle was very sensitive from the day i bought it (like more than i think it should have been) and on the 15th something happened and resulted in me and a gentleman colliding head on at 35mph totaling out my vehicle and his and damaging 3 other cars in the process. After I started my insurance claim thats when all the secrets came to light. It had been 2 solid months and i had not gotten my title yet. After hundreds of phone calls I learned that Alexandria Ford had sold me a vehicle that they had never put into their name. Ford appears to have title jumped this vehicle from the previous owner to me. I think maybe the previous owner could find the title when they traded it in. I have a copy of the previous owners title and its issue date is July 8th 2022. So about 7 weeks after i purchased the vehicle ford had just received the title from previous owner. This is title jumping and its illegal in every state. The dealer lied to me and told me the sheriffs office lost paperwork for the inspection never done, they lied about mechanical damage to the vehicle, and they also tried blaming the DMV for lost title paperwork. More frightening is they replaced the rear knuckle without re-inspection or allignment days before i bought it and a report they provided stating NO OTHER DAMAGE REPORTED. They sold it too fast. They never took responsibilty for their mistakes and now I'm out $3,000 dollars.

  Business Response

  Date: 08/19/2022

  We have made contact with the customer in an effort to understand exactly what their concerns are. We did not skip title. We converted what was an Ohio title into the customers name with the correct transfer and registration documents. The vehicle was traded in from an Ohio resident and so they may be confused with how that process goes. As for losing $3000.00, we do not completely understand the nature of the complaint. They had an accident which resulted in a total loss, insurance covered the vehicle to whatever extent the coverage allowed for. We need more information to be able to understand how our transaction had anything to do with what unfortunately occurred. 

  Thank you

  Mike Castrucci Ford Lincoln of Alexandria