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:08/20/2024

  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.

  Upon taking my vehicle to this location I was met time after time with empty promises. I was told I would be followed up with to which I was not, I made four trips to This location to give them the opportunity to communicate to me what the progress was. After a few weeks from the beginning of this process and the Greenwood ford location loosing the keys along with personal keys I escalate the issue to the service manager who assures me he will get it figured out. Once they reopened on Monday August 19th I decided to wait the entirety of that day for a response to which I wasn’t contacted. After my last attempt today to figure out when I may be able to get the keys back I’m greeting with “at the bottom of the form it says we aren’t responsible for any damages, loss, or theft”. At that point I ask to speak to the service manager. Immediately upon walking into his office I’m greeted with “you know this really isn’t our fault” I immediately get up and leave the office at this point because nothing that has been said from this service manager has put me any closer to just having them make it right. Upon leaving that office I politely approach who I imagine to me the location manager. He refuses to speak to me one on one to de-escalate the issue and insists that this service manager be apart of the conversation and will have it no other way. I imagine had I gone into the room I would now at this point have two people telling me that they aren’t responsible for the keys that had very clearly been lost. At the end of the day I completely understand. I signed a paper that took any possible liability away from them, it’s just really disheartening that these “managers” would rather argue a point in the lobby with customers then try to figure it out. I don’t take to the internet to leave reviews but this is something that needs to be said and after this experience I know that this is one place I will stay away from. Things could have been resolved with some more communication.

  Business Response

  Date: 08/20/2024

  I would have been happy to talk with the customer.  I wanted all parties to be involved in the conversation.  Customer didn't agree.  We didn't talk.  I'm sorry the customer didn't agee.

• Initial Complaint

  Date:03/27/2024

  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.

  Saturday march 23, 2024 I went with my mom to have her car looked at and possibly get it serviced at Greenwood Ford in Bowling Green Kentucky, I had bought the disc, and the brakes and they said they would replace them for $155 just for service so that’s what I was under the impression that they were going to do. They called me back not even 30 minutes later and let me know that the one caliper was going to cost $199.99 and over $500 more in service fees on top of that for one rear axle so I said no thank you and the guy nonchalantly said to me as I left “This could be very dangerous for you” and I just brushed it off. Little did I know he was actually warning me. I was headed to Franklin Kentucky and lost almost all of the brake control and ended up in an AutoZone. We were completely broke down and the gentleman behind the counter said I’m not really feeling safe letting you leave, and that he was really unsure of why the dealership had let me leave as well. He even went as far as to saying it was illegal for them to let me leave in a vehicle that unsafe. I had pulled in there with the intentions of replacing my brake fluid because it said on the dash brake fluid low so I poured it in my mother hit the brakes and almost the entire bottle was on the ground within a minute if not quicker… Little did I know they left the valve open and not only that remove the brake pad, and clips, and did not put them back on…We could have died … If it was one or the other, I could understand it being an accident, but I do feel targeted for not paying for their services. It’s absolutely terrifying to think that someone would put someone else’s life in danger like that. I would 100% advise going to Greenwood Ford in Bowling Green Kentucky.

  Business Response

  Date: 03/27/2024

  There will be no further contact with this customer.  Our service RO states three times the vehicle is unsafe to drive.  We can't legally stop a customer from leaving in an unsafe vehicle.  We 're extremely happy this didn't result in an accident.

• Initial Complaint

  Date:02/26/2024

  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 December 12th, 2023, I dropped my Ford F150 off at Greenwood Ford for some minor Collison repairs. My experience with this has been very unpleasant. On February 7th, 2024, I was told by ***** that my truck was complete and ready to be picked up. Upon arrival I noticed there were missing parts and I detected flat spots on my tires from sitting in one spot for several weeks. I brought this to the attention of the service manager. After reviewing the situation, he stated that my tires were a result of suspension issue. As a result, they were not willing to cover any cost associated with repairing or replacing the tires. According to Greenwood Ford's Website, the service technicians are “Highly trained to conduct comprehensive inspections and repairs”. If my vehicle had a suspension issues, why was this not brought to my attention during my regular scheduled maintenance or my multi point inspections. All of which have been conducted at Greenwood Ford since I purchased the truck in April of 2023. I spoke with the General Manager of Greenwood Ford and the Owner *** ******** *** ******* admitted fault, but is not willing to find a solution to this issue. On Saturday February 25th, 2024 I had to purchase 4 new tires due to their negligence. The price for 4 new tires was $1646.69. I would like to find a resolution to this matter. I am out to full cost of my tires due to their carelessness.

  Business Response

  Date: 02/26/2024

  I have discussed this with the customer and we don't agree with the customers position.  Unfortunately we are unable to assist this customer.  We are sorry

  Customer Answer

  Date: 02/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  We have communicated. The reason they are not willing to help is because they are stating that my vehicle had suspension issues that resulted in the damage to my tires. My stance is this: If my vehicle had suspension issues, why was this not brought to my attention at all of my  Ford Recommended maintenance services. Multi point inspection were conducted, and no issue were presented. My vehicle was damaged in their possession. I will continue to reject the response and continue to file with all agencies that promote consumer protection. 

  
  Sincerely,
  
  ******* *** ******* ******

  Business Response

  Date: 02/27/2024

  This customers tires are cupped out on the outside tread.  It certainly didn't happen from it being in our possession.  The insurance adjuster will not agree to pay for the tires.  We will not agree to pay for the tires.  I'm sorry the customer feels we caused it but the fact is we didn't.  

  Customer Answer

  Date: 02/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Greenwood Ford is responding with assumptions. I am responding to provide  facts. The facts are as follows: My vehicle was inspected by both my insurance adjuster and Greenwood Ford's " Highly Trained professionals" on or around Decemeber 12th,2023. There was no mention of "cupping" by either party. I stand by that fact. When I picked up my truck the tires were damaged. 

  According to Ford, Cupping is the result of unbalanced tires or suspension issues. I adhere to Fords recommend maintenance schedule. Greenwood Ford has preformed all the required maintenance on my vehicle. If there were any issues with my truck, why was this not mentioned on any of my mutilpoint suspension checks or tires rotation.

   

  I will reject any response that does not include a resolution. 

   

  
  Sincerely,
  
  ******* *** ******* ******

• Initial Complaint

  Date:05/30/2023

  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.

  5/26/2023 I took my 2023 Ford Bronco in for service for an alarm going off. At the completion of the service while the Bronco sat outside the alarm went off again. I was convinced to trade because this was the third time it had been in for the same problem with the problem continuing. The next day My Bronco was on the lot and I was told it was fixed within hours of my leaving. If the service department had fixed it while I was there I would not have traded it in. Being in the service department 3 times in May was to much and to have it fixed within hours of my trading is unacceptable. I want a refund of $10,125 for the difference in MSRP's of the vehicles and the $6500 additional I paid when I traded. The Ford Edge wouldn't have been bought if they had completed the correct repair on the Bronco. When I returned on 5/29 I asked about getting the Bronco returned and the Edge value had decreased by $17088.68 and they wanted me to pay an additional $12,000 to get the Bronco back. They had given me a credit of $39,689.68 as a trade in. $10,125 is what I am owed due to the service department not providing me the proper service which cost me that amount.

  Business Response

  Date: 05/30/2023

  After customer traded in vehicle no further service work was performed on it.  We are sorry customers is unhappy with their purchase.  I hope this resolves this complaint.  Thanks

  Customer Answer

  Date: 06/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:  Either an employee lied saying the Bronco had been fixed or Greenwood’s response to my complaint is a lie.  My concerns have been referred to Ford’s complaint department and Ford Customer Relationship Center.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/05/2023

  Our position respectfully remains the same.  

• Initial Complaint

  Date:11/21/2022

  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.

  We went to trade on our vehicle but left with a load of lies, fraud, and debt. They had us sign unbeknownest to us for a car repair loan to pay for cash down, they lied about the amount our trade in was worth / would be used toward the new vehicle, they tried to give us cash back by adding more to the loan, they sent in a fraudulent credit application when the one we signed was denied claiming we had jobs and income we did not. We are now on the verge of bankruptcy for a vehicle we could never be approved for without them lying. We found out when we were finally able to speak to our original loan officer about the job and incomes. After a called received on 11/18/22 we found out about the credit repair loan thru dignify.

  Business Response

  Date: 11/21/2022

  We are going to rescind the deal.  

• Initial Complaint

  Date:10/05/2022

  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.

  Don’t buy your car from them they have done nothing but screw us around from the beginning & now my car has been sitting in their mechanic shop going on 6mths bc a squirrel got into our car & it was sent to *** *******’s who let it sit for a most a month with a squirrel in it knowing that it was in it bc we told them multiple times. After they finally pulled it into their shop after 3-4wks they said they didn’t have the equipment to l diagnose the wiring issue sent it to Greenwood ford then called us 3 days later. Once we found out they had it we went to Greenwood & told them that there was a squirrel in it but they brushed us off. Even tho we tried telling them the Lil bugger had food for months bc he had stolen half a bag of dog treats that my ******* had just bought & left in the car that weekend bc he works for fedex & takes them for customers dogs to protect himself. My car sat that weekend which was April from Friday night from the time my ******* got home till Sunday morning when he attempted to go to work but couldn’t bc there was no dash lights our speedometer didn’t work nothing so it wasn’t safe to drive. We didn’t know it was a squirrel till we opened the fuse thing and dog treats & bedding stuff come out. Anyways it’s going on 5mths since Greenwood ford has had our car & was told it was fixed several time but now I’m being told it’s not also being told there still might be a squirrel or squirrels still in it. I was also told at 1 point they wanted it to be totaled. So again we are hearing it is going to be a cpl more weeks which I can’t even count on 2 hands how many times we have heard that. Between Greenwood Ford & *** *******’s & State Farm none of them can seem to ever get in the same page or ever contact each other or at least that’s what all 3 say. *** *******’s did give us a loaner but need it back. Greenwood Ford says they will see what they can do but no offense but they say a lot of stuff. An we aren’t supposed to be upset.

  Business Response

  Date: 10/20/2022

  We are currently looking into this situation 

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service 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 truck at Greenwood Ford in Bowling Green Kentucky. This was on august 27, 2022. I was dissatisfied with the purchase and how I was treated. By the dealership. I had been their 7 times to resolve it and it was not resolved. Last time was to purchase another vehicle and found out credit was too low because of truck I purchased and other things. Today get a call from dealership trying to get me to see their side and I told them I was unsatisfied with the treatment I got from them. The sales manager named **** **** or ***** tried to convince me some more and I just hung up on them because the issue and lack of professionalism was not resolved and treatment from dealership was disappointing. The dealership tried to call me again and I wouldn’t accept the call. The sales manager tried tell me that the dealership gave me more money for my trade and kept on to try and resolve the issue. I feel like them calling me like this was unethical and possibly immoral. I am a veteran of the United States Arjwd Forces and I was treated like this.

  Business Response

  Date: 10/13/2022

  We are trying to resolve this

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Regards,
  
  ****** ********

  This place is not very accountable for their actions. The only reason why they are doing this is because they got reported and they knew that they were wrong 

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service 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.

  On august 27 2022 I went to Greenwood ford. I traded in a 2019 Honda Accord and put down a $850 down payment on a 2017 Ford F-150. After the purchase and I drove it for a little while I became very unsatisfied with the truck. The sales manager named **** said he couldn’t help me because my trade in was sold to wholesalers. I came back next day I was told same thing and he said his boss was not there. I came back the 31 and I talked to another salesman and told him what happened and sales manager told him to tell me couldn’t help me they day. I came back again because I gave company bad review and **** **** or ***** called me. I told him about safety protocol being broken and I just wanted another deal. He said in sales manager terms he would try and referee me to Trey for an appointment. I got there Trey wasn’t there and **** was same sales manager that I saw on August 31. He told another salesman to tell me it would take up to two weeks for me to get another deal because my purchase was still fresh. I made an appointment for September 6. The salesman tried to get me to keep the truck i purchased and after I told him what I wanted he didn’t write down anything about what I wanted. I have been there 5 times. I have been lied to and deceived and all I want to do is get another vehicle snd let the dealership have the truck back. I have been there several times and **** did not help me or talk to me. All I got was the runaround

  Business Response

  Date: 09/27/2022

  We'll be glad to trade the customer out of the vehicle he bought if possible.

  Customer Answer

  Date: 09/27/2022

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********  
  

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• Initial Complaint

  Date:06/01/2022

  Type:Sales and Advertising 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.

  They over charged me on the car I bought and didn’t inform me about the fees or additives they put on the car. The vehicle they sold me was only worth 32,000 and that’s it being new not even used, they charged me 10k-15k over value and did not inform me and told me they were paying off my old vehicle and that there would be very little to no negative equity

  Business Response

  Date: 06/01/2022

  Nothing unusual about this deal.  All paperwork was appropriate.  

  Customer Answer

  Date: 06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ****
  
  

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