Complaints

This profile includes complaints for Empire Ford Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Ford Inc.

  395 Mount Pleasant St New Bedford, MA 02746-1524

• 

  Empire Ford Inc.

  292 William S Canning Blvd Fall River, MA 02721-2370

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:03/03/2025

  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 vehicle that was advertised as no accidents or damage reported after purchasing carfax found out that vehicle had been in 2 accidents dealership claims they do not have to inform customers of minor accidents even though it is considered an accident on the report and now I am going to get stuck if I ever want to sell this vehicle and they refused to let me back out of the sale we asked them to give us a price they would buy it at back at and they refuse to buy it back. This is not the first time this dealership has done this. We paid $70,000 plus tax for a truck that has been in 2 accidents

  Business Response

  Date: 03/08/2025

  I will get together with the Management Team on Monday!

• Initial Complaint

  Date:02/04/2025

  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.

  I received a mailer from the Empire Ford dealership with a promotion that included a Pull and Match insert. The Flyer stated that if you pull and match 3 in a row on the attached pull tab card, YOU ARE A WINNER OF ONE OF THE PRIZES BELOW". I pulled all the tabs and one of the rows had all the symbols required for the $****** cash prize. The flyer instructed to call to set an appoint to claim your prize. When I showed up to the appointment, the sales person said I was not a winner because the validation code under my address did not match the code assigned to the ****** cash prize. When I mentioned why would the flyer say that if you get all symbols in a row you win the prize, he said that that is not how you win, only if the validation codes match. Why not say that in the first place on the flyer. I feel this is a fraudulent practice to get people to come in to buy a car because when I first showed the flyer and that I was there to claim my prize, he responded "are you here to buy a car?" He told me that my validation code did not match but that he would give me another prize, a watch and proceeded to take the flyer off my hand. Thankfully I had taken photos of the flyers prior to visiting the dealership. The flyer explicitly say you win if your tab show same symbols in a row. I feel I am owed that cash prize of $******. I wonder how many people fell for the same trap.

  Business Response

  Date: 02/20/2025

  Hello my name is ***** and I am the general manager of empire ford. First let me take a moment to apologize for your experience it is not our intention to deceive anyone with any piece of our advertising. 
  

  the piece that you are calling into question meets all local state and federal guidelines required. Upon reading the mailer it states after you match your symbols that you are a winner of ONE of the qualifying prizes and you must claim your prize at the dealership (a number must be matched to our prize board) the mail piece goes one step further and places a solid black line from what you matched and the prizes to ensure there is no confusion. this sale is a fully insured sale through American hole in one, we pay anywhere between four and five thousand dollars in premium on this policy every time we run a mail piece with this company. Because it is a fully insured event we as part of the terms and conditions are not allowed to go over these numbers on the phone and it must only be done within the dealership per American hole in one. I receive a list of winners after the sale from American hole in one and you simply did not win the grand prize 
  

  I would never tell you our goal in running this event is to not sell vehicles after all we are a car dealership and service facility that sells and services automobiles. However I am excitedly awaiting the day were one person out of the ******k that receive the mail piece comes in and wins the grand prize. It would be a great deal for both the consumer and us as the dealer! It doesnt get much better than handing someone a ***** dollar check with no purchase being necessary. 
  

  I apologize that you did not win the grand prize but we did decide when beginning to run these mail pieces that we wanted everyone to leave with more than they had when they visited our dealership so we give everyone a minimum prize. I am sorry that minimum prize is not to your standard or not what you expected. If there are any other questions please do not hesitate to ask 

• Initial Complaint

  Date:11/02/2024

  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.

  6/22/2024 - purchased a 2021 Chevrolet Equinox from Empire Ford 7/11/2024 - asked dealership to mail me the vehicle registration. Never received, so I ordered a duplicate ($25)7/24/2024 Mass. inspection done ($35)Both at my expense. Dealership had already included both in the original paperwork.8/5/2024 - contacted by ***** ****** at the dealership. He agreed that I should be reimbursed for the registration and the sticker.9/18/2024 - I sent a letter to the dealership expressing my frustration with the delay, and received calls and text messages saying that the "check was in the mail"11/2/2024 - as of today, no check received

  Customer Answer

  Date: 11/13/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/02/2024

  ****** has been issued. Please Close Complaint

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September **** I signed a contract for a new **** lease with Empire buying out the balance of my previous lease. It is now October 25th and the prior traded vehicle has not been paid off in full to **** credit and not my credit score has been impacted. I have spoke with sales team at Empire multiple time with no help. I called **** credit call center and left a statement. I feel this matter is now between the dealer and **** credit and I want my credit repot amended.

  Business Response

  Date: 12/02/2024

  The entire transaction is complete and vehicle has been paid off.

  Customer Answer

  Date: 12/02/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/16/2024

  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.

  5/17/23 -Heat not working (re-occurring problem)-Radio screen not working/ glitching/ freezing/ going blank (re-occurring, have spent make weeks trying to get this issue resolved over months)-Exhaust rattle 2/05/24 -water pump went bad, leaking -heat not working again -coolant low pressure -radio screen still freezing and not working 2/10/24 -Radio is still not working, screen blacking out radio not working, freezing etc. -heating not working felt like AC even when on hot -had them check transmission fluids 3/04/24 -had radio checked again . still couldn't run test properly , still not working. " performed an update on the system"3/16/24 -screen still not working. couldn't use GPS, radio, etc. screen would get stuck in static. -software was still out of date. -had to replace cabin air filter 7/6/24 -brake lights went bad -blinker was going crazy.9/25/24 -vehicle overheated -flashing check engine light -coolant was empty despite getting routine care and fluids topped.10/09/24 -flashing check engine light -maintenance light -service engine soon warning -powertrain malfunction/ reduce power mode -fuel rail pressure too low -high pressure sensor reading - sensor went bad and had to be replaced - I was expected to get vehicle to the shop although it was unsafe to drive and when asked if they could come pick up me and the vehicle they said no. I was never provided a rental for work. I had spent endless hours at the dealership for this vehicle only to come right back the following week; some of which aren't even documented because there was nothing they would do. Lost hours and money at work with vehicle being in shop and trying to constantly diagnose issues. Spoke to ****************** multiple times and were not helpful and my messages were ignored multiple times via email and social media outlet like ******** after reading my messages. I have more information but not enough space + files of screenshots too big , I can send everything email.

  Customer Answer

  Date: 10/29/2024

  I have not heard from the business in response to my complaint. Im still having more issues arise with my vehicle as well. My files are too big to attach here but I can send via email if need be. I dont have the time to get my vehicle looked at again a miss even more work especially when I can not get a rental vehicle. 

  Business Response

  Date: 12/02/2024

  I am going to have the Service Director reach out to you directly.

• Initial Complaint

  Date:09/06/2024

  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 have had the same issue with my vehicle since I bought it. I have had it in for service and they keep telling me nothing is wrong with my jeep. It loses coolant theres a major hesitation when driving the when shifting into another gear it jolts back. Yet all they have done is tell me nothing is wrong with it. I have kids in my car and Im paying $719 a month for a vehicle thats not driving properly. I bought it back in April and have had nothing but issues right off that bat. I keep communicating these with the team down at empire **** only to have them tell me that nothing is wrong with my vehicle.. Im no mechanic but something is definitely wrong with my transmission. This last time they charged me $300 for a new cap for my antifreeze reservoir.. the vehicle is a white 2019 jeep grand Cherokee.. I love the vehicle otherwise it just needs to be properly fixed. Im not paying this company any more to look at my jeep and tell me the same things.. please help

  Customer Answer

  Date: 09/18/2024

  I have not heard from the business in response to my complaint. My check engine light is now on and my start stop light come on and goes off only to come back on. 

  Business Response

  Date: 11/06/2024

  Please call the service department to schedule an appointment.

• Initial Complaint

  Date:08/28/2024

  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.

  My 19 **** escape was dropped off 8/5/24 for a recall on the engine. Ford customer care offered me a loaner for 3 days at a discounted price. I was told it would be a 3 day job but the parts were on back order so it would take a bit longer. On 8/19 I was told all the part were in and they were putting the engine back together. On 8/27 I was told the engine didnt go back together as planned and now they r waiting for an approval for a new part, if they do not get the approval they intend on cleaning the old part. Meanwhile, Im still waiting for a loaner. They never call me back with updates, they never return my phone calls or emails. The only way I am able to get updates on my vehicle is by going through the website. When I finally got a hold of my advisor, he told me to contact ************* in regards to the loaner. Speaking with ************* they told me they needed to speak with my advisor in order to approve me for a loaner. At this point I just want my car back and I will take it somewhere else for services.

  Business Response

  Date: 09/03/2024

  Customer's is fixed and the job has been completed.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ********* and I purchased a used 2023 **** Edge ST, **** Blue Advantage Gold Certified ***************** with ***** miles from Empire **** of ********** on 5/5 and took delivery on 5/7. The experience with Empire **** of **** River has been so frustrating, from incorrect Purchase/Sale and Odometer Statements being submitted to the *** (Completed Registration Date 5/23), to numerous return trips to service for tire/wheel problems that were identified during our test drive on 5/5. The fact that I had to bring the vehicle to another **** Dealer at the request of Empire **** of **** River on 5/20 to confirm the tire/wheel problems and pay $100.00 for balancing is infuriating. ***** **** recommended replacing two tires and all four tires were original to the vehicle with similar date codes. Replacement of the two tires and a road force balance of all tires on 5/24 has improved the ride quality. I wish Empire **** of **** River had taken the safe approach and replaced all four tires at the same time, but this was not the case. Empire **** of **** River did not provide me with a reimbursement check for $100.00 on 5/24 and the Service Manager (*************************) said that he had submitted a reimbursement request and that I should receive a check within 10 days. On 6/18, I sent a message to the General Manager (***********************) to make him aware of the situation. On 6/20, the Service Manager (*************************) texted me to say that I should receive a check by the end of June. To date, General Manager (***********************) has not responded to my message on 6/18 and Ive not received a check for $100.00.

  Customer Answer

  Date: 07/30/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empire **** has not answered any of my numerous emails, texts and telephone calls and neither has their salesman, ***************** that I dealt with or the financial manager regarding check #*** in the amount of $3000. I was not approved by the bank for a loan and Empire **** in ********** is still holding this $3000 check that they were "holding" for 30 days for a possible down-payment if loan was bank approved which it was not. I believe the date was June 26th, 2024 when I went into the dealership. The only settlement I want is return of my check.

  Customer Answer

  Date: 07/18/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/25/2024

  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.

  Empire (Fall River) same as New Bedoford sold me a 2021 ****** Altima and took my ********** as a trade in , they gave me 7k for it so they said, which i had to take a new loan and roll over approx 2800 from the mitusbishi loan. To date it has been over *************************************************************************************** to pay it? 2nd I had to make a payment on the ********************************************************************************************** because they could not get a title, which is again not my problem but figured it would be fixed in a week. They told me to go in to get a receipt showing it was paid and ***** never seems to be in and the bank states not paid. They also told me they would fix my rim while they were waiting on title and now they want me to put it threw insurance they sold me for 2500 that I never wanted they said they give it to everyone. Well giving insurance and buying extra insurance is something different! Only insurance I wanted was Gap. So they gave me a loaner car to drive & still has not paid off my car or fixed the rim for the Altima that cannot be registered. I have never seen this in my life. I reported this to Atty *** and Arcbar I need help this is ruining my credit and now I may have to re register my car the car dealer said for the Altima when I paid them cash for this, none of this is my problem. I have never been more robbed or scammed but now I get it. I just want my trade in paid as promised, and the 21 Altima I bought registered and the rim fixed (due bill) as promised in a text. Once all said and done I would never suggest any one going the this dealer. Not sure if everyone there is a liar and a thief but next maybe I should try and reach the owner. Have not had any success maybe he is not aware of the shady business deals they are doing down there> Please help next is the NEWs channel 12.

  Business Response

  Date: 04/09/2024

  Customer is all set and all issues have been handled.