ComplaintsforTown & Country Ford

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We got an ad in the mail that had a sticker you removed to reveal a winning number on a digital screen. The number matched up with winning a $2500 cash prize. When we went in they said that the number revealed on the digital screen was not the number used to determine a prize and we would not be getting the money. This occurred on 8/25/2024 The employee we worked with took the advertisement.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May I purchased a 2019 Dodge Journey Crossroad from Town and Country Ford, A few months later I reached out to my sales rep **** to ask him to find a minivan because this vehicle wasn't roomie enough for my crew. He ignored me for the first call. Second attempt I texted this young man to inquire about assisting me in trading for one of his minivans on the lot. Last message he sent stated he would check with manager (his dad). Never heard anything back from this establishment. Being serious about trading for larger vehicle my son noticed on the bill of sale where my 5000 down was not deducted from the agreed upon sales price of 23,500. Being a 60 year old veteran with limited vision, i feel like i was taken advantage of by around $6000 I would dearly love to have a minivan but this dealership has already showed their true colors once. If I could get my minivan from this dealer at a 6,000 discount after fair market value.

  Business response

  10/16/2023

  In regards to Ms. ***** complaint, I have looked at both the buyers order and the contract and both reflect the $5000 down payment. If Ms. **** will look at the second line from the bottom of the buyers order it shows the $5000 coming off of the amount to be financed. Ms. **** picked the Journey out and signed all paperwork willingly, But.... if she would like us to trade her out for a minivan we would be happy to accommodate her. I am sorry for the misunderstanding but all money's have been credited to her deal and taken off the balance.

   

   

  Customer response

  10/17/2023

  
  Complaint: ********
  
  I am rejecting this response due to:dealership  not being honest. they originally wanted 30,000 for the vehicle, if offered 24,000 with $5,000 down.  final bill over their $30,000 asking price. Dealership played with numbers to make me think my monies had been applied to this sale.  The way this business hides numbers to confuse their customers is irresponsible and misleading   Further, charging a $380 fee for flashing tail lights which is a $50 part that does not decrease cost of auto insurance.  When I requested to have previous owners information, I was told by **** *****, that this was illegal and not even he had access to such information.  At time of sale, I requested the owners manual for my Dodge Journey and was told it was on back order. The manual was never ordered and can be verified by the Town and Country Parts Department. This multi million dollar dealer makes it monies by misleading tactics and ripping off its clients. Totally dishonest group and it will be brought to the attention of upper echelons of military compounds within a 200 mile radius of this business. I will do my part to ensure military patrons are forbid access to this establishment based on misleading, dishonest and unfair practices.  

  Town and Country Ford as well as sales rep **** ***** should be ashamed to take advantage of the elderly and veterans    I will forward sales paperwork on my next submission 
  
  Sincerely, 
  
  ******** **** 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered an accessory from Fords website and had it shipped to this dealership. I contacted Ford after the submission of the order to cancel it, but was told that I had to contact the dealership it was sent to, specifically- the Parts Department Manager. I have attempted to call ** ********* numerous times, always getting the excuse that he was busy. I got his email address and have sent him TWO emails with all the details to get this order cancelled so that I can be refunded. These emails have gone ignored. I have also reached out to ***** ***** the General Manager, by phone (left a message) and email asking for help in getting a response. I have gotten no response from him either. I simply want a response from this business and for my cancelation request to be completed. This is for order *******

  Business response

  07/28/2023

  We are sorry for the delays in getting back to you. I have turned this over to the Parts manager this morning and he will reach out to you today and get the order cancelled and a refund applied. 

  Customer response

  07/28/2023

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

  
  

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• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 18,2023 my husband and I went to Town & Country Ford to look at a 2015 Ford F-150 Platinum. Online at ******** and on ********** for $26,812. When we arrived at the dealership we were informed that there were repairs that needed to be done to the back sliding window and one of the panels in the sunroof was going to be replaced tomorrow (July 19,2023). Then when my husband started to discuss pricing we were informed that the online price was an “as-is” price and that they had listed the truck online too quickly without taking into account the “cost or repairs” and that the price would now be $30,112. When confronted with the online price the salesman and sales manager were unwilling to honor the posted price. Obviously this is a bait and switch with false advertising. My husband and I would like the dealership to honor the posted price of $26,812.

  Business response

  07/27/2023

  In regards to the complaint regarding the price on the F150, the price on all the websites reflected an AS-IS price with no work promised or implied. The Donner's were informed of the condition of the the truck prior to arrival and again when they got here before righting up the deal that the price was without repairs. At no time did Town and Country imply that the price was with repairs to the Donners but actually the whole time were explained that it could not be sold for that with repairs. I am sorry that there was a misunderstanding but we can not sell it for that price repaired.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  But Ford focus in 2015. Any basic search of this model and make will display that there are several transmission issues. I have bought five cars brand new from Ford since 1998. This car has had transmission problems since purchase. The transmission feels like it’s slipping every time you drive it since the purchase. I have had the car in the shop several times for transmission repair, and recall repair. I have been put off due to the mass transmission parts shortage. I’ve been trying to get the most recent issue fixed with the transmission since last November, town and country Ford has put off my repairs for over a year. I was put on a waiting list due to. My warranty expired in May and although I call to get the problem resolved and bring the car in before that date I wasn’t contacted until just AFTER the warranty expired to bring my car in due to the parts. Finally coming in. When I took my car to get the transmission repaired, I also bought a brand new 2022 escape for over $35,000. I made this purchase less than 60 days ago, with the understanding that my transmission on my 2015 Ford focus would still be covered, due to Ford, not having the product when the service was requested. I asked if I could just leave my car at the lot until the product came in, I was denied. I was initially the amount of 2,750 would be covered. I have been requesting repairs on this very common transmission problem with my 2015 Ford focus for years. I just went for to make it right. I’m a loyal customer. I buy cars BRAND NEW in 1998 ESCORT, 2000 TRAUS, 2011 FUSION, 2015 FOCUS, 2022 ESCAPE. With me being on ********** and having a new car payment/insurance of close to 600 a month. I can not afford to have a transmission continuously fixed on this my 2015 focus. If I requested the repair one year prior ti the warranty ending, and town and country put me on a “waiting list” called me after the warranty expired to repair the car. That’s bad business.

  Business response

  01/16/2023

  On December 5th customer brought her 2015 ford focus to Town and Country Ford for shuddering issue. After diagnosis it was determined that the automatic transmission clutch was shuddering and the correction is to replace the clutch. 

  Ford Motor had extended the warranty coverage for the clutch under program 14M01 for 7 years or 100000 miles which ever comes first. As for the statement made that she was on a waiting list for the repairs, we have no record of her ever being her for a clutch issue prior. The customers warranty extension from Ford for any clutch issue had run out on May 9th 2022, long before she brought it in.

  We are sorry for the fact that Ford did not extend it any further, but the customer knew it was not covered and authorized the repair on the 5th of December. The repair was made with her knowing she was responsible for the cost. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On or about August 21, 2022, I placed a $1,200 down payment on a 2015 Buick Encore at Town & Country Ford. My co-signer and I were approved from our understanding and we were able to drive off the lot with a new car. We drove the car for about a month when I received a text message on September 21, 2022 from my sales representative, ******* ******. He informed us that the “bank who approved us pulled out of the deal” & that we “needed to bring the car back today.” I was devastated. my whole life and daily routine was planned around this car and now it was being taken from my family for reasons that don’t seek legitimate or real. We were told it was because of failure to verify job information on my co-signers end, but Greg never asked my co-signer for any employment information or wage verification as the deal was based solely upon MY income, in which I provided wage and employment verification to Greg and was approved based off of those things. My co-signer solely provided the drivers license to lease the vehicle, as I am currently only a permit holder. This has deeply affected my mental state and life. This mistake done by the sales rep has deeply and negatively impacted my life and daily routine and the mental state of both me and my co-signer. This situation and carelessness upon this car lot has changed my view on purchasing cars in my future. This situation is inconvenient, adverse, unethical and ridiculous. We were under the impression that we got approved and everything was fine. However, we got to drive our vehicle for one month and it was snatched from us for reasons that make no sense. Town & Country Ford has been known for bad business, stealing cars and selling them, and being unprofessional liars. Gregory Butler, and the entire Town & Country Ford need to be held responsible for the lack of notice they provided us concerning the deal falling through as they gave us a same-day warning to bring the car back and letting us drive off the lot unapproved

  Business response

  09/24/2022

  Regarding complaint  #********
                                          ****** ******
  
  
  It is correct we delivered the 2015 Encore to *** ****** on the 21st of August, we did have an approval based upon “both” the maker and Co-signers job, income and credit history. The reason for a co-signer is the buyer cannot purchase on their own. We had assumed the applications information was honest and accurate as to income and job time on both the people filling it out. When the bank calls to verify employment and job times on all applicants they found the income was grossly over stated and job time as well on the co-signer. Again *** ****** could not have purchased the car without a co-signer and the co-signer had to be stable and income accurate. We attempted to get them done at another bank but ran into the same issues. We informed *** ****** that we cannot get the bank to purchase the loan do miss information on the co-signer and no one else would buy the loan so we needed them to return the car. So when *** ****** arrived at the dealership the car had bullet holes and also been wrecked with damages into the thousands. So with those circumstances we will not be refunding her the down payment. As for correcting the credit report, there is nothing to correct that is there credit from prior loans and has nothing to do with Town and Country. Town and Country Ford relies on the information to be correct from the customer and is not responsible for the customer falsifying credit apps in order to get a loan. As for the some of the ridiculous claims made, remember we have been in business 50+ years and have an outstanding customer service record. We are truly sorry this happened but do not feel responsible for miss information given by the customer.

  Customer response

  09/28/2022

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2019 Ford fusion was bought brand new( 3 miles on it) from Ford town and county in ********** ******** *n March 2019 . Since then it’s been in the shop 4 times for a number of things from transmission to having putting supposedly a brand new engine inside . It’s currently in the shop for an emissions pump and. BLack smoke is coming out of the tail pipe! This car has less than 50 k miles on it with a brand new engine in it and they are trying to charge me almost 1000$ to fix it . When “ a new engine “ was out in I was told my warranty started over and now it’s a different story . Aside from that the service manager Wayne is the rudest person I’ve ever encountered and shouldn’t be in any kind of customer service situation. So after much debate I told them to go ahead and fix the car because I had no choice at the moment. This was on 9/9/22 . Around 1130am on 9/10/22 a women named ***** informed me that my car was finished and that my keys were in the “bucket “ meaning it was done and that warranty covered it so I could pick it up at any time even after they closed because I had an extra key and I owed nothing according to the paper . I thought they had found a way to get it fixed since the car has been through so much and it’s still a new car and has been in the shop 4 times !On 9/11/22 I was given a ride there to pick up the car only to find they hadn’t fixed ANYTHING. No work had been done and from the paperwork you could clearly see that so why this women told me it was done and covered under warranty is a mystery . I believe it was done on purpose because it clearly stated on the paper nothing was fixed . Needless to say I was upset and the service dept was closed so I spoke to a manager inside the sales dept. He assured me it would be taken care of and needless to say the next day they couldn’t even find my keys to move the vehicle . So I called again to speak with someone who could help and was called a “ ******* *****” and hung up on instead of transf

  Business response

  09/20/2022

  On Sept. 18 we traded the customer out of the car into another one. Customer is satisfied and left happy.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a 2013, F150. We took it to our mechanic and he told us that the motor was not original motor. We have no idea if this motor has 50,000 or 350,000 miles on it. We also spoke to previous owner, he was unaware of this. So, they sold a vehicle two times without disclosing this information. If we try to sell this vehicle at a later date, we would MORALLY have to disclose this information and the price would have to be significantly dropped. We have asked for either them buying the vehicle back OR a 3 year, 36,000 mile warranty that covers this motor/engine. They offered 24,000 mile warranty, and we are skeptical about accepting, and it's not what we asked for, which was not a big ask in our opinion because of the fraud committed.

  Business response

  09/20/2022

  I had spoke to Mr ****** earlier in Sept. and we had agreed to provide him with a 24/24000 warranty. We were unaware of the engine having been replaced and the customer trading it in was unaware also, but we are happy to make Mr. ****** satisfied.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally took my Ford Fusion February 8/2022 for a recall brake system repair. I also asked them to replace motor and transmission mounts. Advisor ***** had told me they were working on the mounts on day 2 of 9 days they had my car. But when I went to pick up my car she stated the mounts were good and did not need replaced which I asked them to put it on the invoice because my car is 14 years old with 192,000 miles on it. I left and started experiencing more vibrations and took my car to ******** on 4/7/2022. They agreed to replace all 3 worn out mounts. The service technician called me to the car and said someone already tried to replace one mount and stripped a bolt and broke a bolt to the body subframe. ******** would not touch that one but changed the other 2 mounts. I went back to Town Country Ford and spoke to service manager ***** ******** and told him what has happened. ***** investigated and said he almost fired 2 people the service advisor ***** and the technician that broke the bolt. They broke the bolt, covered it up and had sent me away without telling me they had broken a part on my car. ***** said he would take care of it and get me a rental for 2 days while they work on it. I agreed to let them fix what they had broken. When I went to pick up the car he said I could not have the car unless I paid $140 for the parts. I said why do I have to pay for something your employees broke and covered up? He said pay it or you don’t get the car. I was forced to pay $140 to get my car. I have had to waste days more of my time to get this fixed. They should have taken care of all the repairs and given me extra $$ for all I have had to go through.

  Business response

  05/09/2022

  The Customer brought us the car complaining of it needing motor mounts, after looking at car told the customer it did not need motor mounts. Town and Country Ford did not do the job and the customer took it somewhere else. Customer returned complaining that a bolt was stripped and we needed to fix it, we reminded him we did not do the job and advised him it did not need motor mounts. We agree to fix the bolt if he would buy the part and we would put him in a rental. The customer did not pay labor or rental car provided, so we do not feel that we owe him for the part in question since we did not do the job originally and customer took it somewhere else. 

  Customer response

  05/13/2022

  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.
  
  Town and country broke the bolt holding the motor mount and covered it up. They said they were fixing it and then said they didn’t need replaced on a car that was 14 years old with 192,000 miles on it. They deceived me and lied to me I experienced more vibrations on my car which is why I took it somewhere else to have them replaced which they immediately said yes they need replaced. That is how I found out someone had already attempted to fix them but only damaged my car. When I went back to town and country ***** ******** said that he investigated it and determined two employees should be fired but he wasn’t going to fire them since they had been there a long time. How many other people have they deceived and lied to they do not deserve a good rating on Better Business Bureau . He Agreed to take care of it and fix all of it. Why else would he pay for a rental car for two days and for labor for two days then when I go to pick up my car says I need to pay $140. What if the motor mount would have broken off completely and caused even more damage? Why does he continue to employ people he knows breaks customers cars and sends them on their way.?
  
  Regards,
  
  ******* ********

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February i took 5500 plus my ford flex to TOWN COUNTRY FORD and traded for a 2017 FORD FUSION WAS told it past all service inspections, drove it around a little wasnt able to go to far because the amount of gas that was in it, 5 mins after driving off the lot, it started fluttering and wasn’t wanting to accelerate, i immediately complained to my salesman, they told me to drop it off to their service department and IT would be fixed, The service department at the lot diagnosed it with a faulty transmission, told me it needed a whole new transmission put in. The sales department then argued that i had nothing wrong with my car that i was a female with a heavy foot that i didn’t know how to properly drive my car, and said that they did not trust the word of their own service department! So here i am with this car i have past any time i had to return the car because i was assured it would be fixed. They claimed i could come back and get a warranty at any time, when i went back in to buy the warranty told me it may be to late. I been waiting 3 days for a answer and still have not received one! My car could brake down at any given time and they refuse to help me!

  Business response

  04/12/2022

  The Fusion that the customer purchased indeed has passed inspection and also driven by many people here after her complaint of the way it drives. At this time we can not duplicate any issues with the car, with that being said Town and Country Ford has put an extended warranty to cover any further repairs for the customer in the event it occurs.

   ***** ******

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

*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. ↩