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:11/25/2024

  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.

  I put $500 down on a vehicle in July of 2023. Vehicle didnt come in until September of 2024. Got a different vehicle before it arrived. I want my $500 back.

  

  Business Response

  Date: 11/25/2024

  Mr. ****** is mistaken in his recollection.  He came July 19th to purchase the referenced truck, which was nearly a month after Mr. ****** was informed it was here.  He had various reasons for not purchasing, I would be happy to provide documentation showing that he was driving the same vehicle he had when he ordered the vehicle.  It is a 2020 **** F150 vin number 1ftew1ep8lke20047. He has had it financed at **************************** with a payment of 781 since November of 2021.   The vehicle that Mr. ****** ordered is valued at $82115.  We have been paying interest of this since 6/18/2024, so we feel it is fair that we retain the $500 deposit. However if would like to purchase the truck or anything else from our inventory we would be happy to apply his deposit to that purchase.

  Customer Answer

  Date: 11/25/2024

   I am rejecting this response because:
  I didnt purchase the truck. I deserve the down payment back. Ill be contacting the Attorney General tomorrow. 
  
  

  

  Business Response

  Date: 11/26/2024

  We are sorry Mr. ****** Feels that way. How ever he did order a $82000 truck and refuse to take delivery of it.  We stand by our decision.

  Customer Answer

  Date: 12/01/2024

   I am rejecting this 
  I will take this to conciliation court if necessary 

• Initial Complaint

  Date:12/04/2023

  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.

  following was your experience?Drove my truck in for motor and brake work. Waited 2 weeks to be told my truck was ready. Asked what they determined the brake issue was, They said they did not look at the brakes. I explained the problem again and followed up in a few days, dealer stated no brake issue found. Followed up 2 -3 days later, oh now the brakes have a $1354 repair.I decided to pick it up and get a 2nd opinion. My winch and mount had been stolen oh and the truck won't start.I brought the stolen winch and no start to their attention. The dealer's answer is...." you signed a waiver exempting us from responsibility ".The passing stranger from out of state and and his small kids and wife in the car gave me more help than the dealer.Sales manager, service manager and GM are all inconsiderate individuals.Yes, I was mad and expressed it....who would not be angry with this experience

  

  Business Response

  Date: 12/07/2023

  Customer declined the recommended brake work to address his concern. The truck sat in the parking lot for a week or two after all requested work was completed. The customer paid for his bill over the phone and came to pick up his truck at a later date, at which point it was found the winch had been stolen off of his vehicle. Unfortunately, our parking lot is a public area. We are not responsible for theft or damage while a vehicle sits. The customer signed his repair order acknowledging these terms as is standard practice on every vehicle we service.

  Customer Answer

  Date: 12/07/2023

   I am rejecting this response because:

   

  The businesses claims are largely false. Brake work was not completed because they did not properly note my 1st 2 requests. I gave up. 

   

  The business has the ability to secure the vehicle and did not do this. Upon further reading of past reviews, theft from vehicles is commonplace at this business. Which leads me to believe they are negligent or complicit.   

   

  The attitude of the staff specifically Managers, ****************** and ***** were hostile, and at best complacent. 

  My larger concern is why my vehicle was placed in this public lot (not part of the dealership or shop's property by company staff to begin with.

  I expect the shop to reimburse me for the stolen winch and mount.

   

  
  

  

  Business Response

  Date: 12/18/2023

  Once again, we are not responsible for theft or damage to vehicles as is standard practice at auto dealerships. The customer accepted these conditions at drop off and signed the document stating so. The situation is unfortunate however we cannot control crime. We will not be participating in replacement of the stolen items as requested by the customer.

• Initial Complaint

  Date:12/28/2022

  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 business refuses to fix my vehicle under warranty and they keep lieing and making me take trips

  

  Business Response

  Date: 12/28/2022

  The customer came in with concern we were unable to verify. They said that the trailer lights don't work when hooked up to a trailer. The vehicle passed all tests and worked fine with our trailer simulator. After the customer left they said they would come back for a follow up visit with the trailer that was not working. He showed up without the trailer for testing and lost his temper when we gave him the options. Customer was completely unreasonable and left screaming at our staff, for something that was his own fault... we never once refused to fix his vehicle and certainly didn't lie about anything. We gave him options and was unhappy with them.

• Initial Complaint

  Date:12/12/2022

  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.

  They held into our car from August 22,2022 to December 7, 2022. We were told we couldnt pick up our car because if the car wasnt there they would give our parts to somebody else. Fixed 1 issue than broke our windshield. Told us its not their fault and have insurance replace it. We werent aloud to pickup our car, were not provided a rental car for a warranty issue. Than returned our car with broken windshield which was in perfectly fine shape when we dropped it off.

  

  Business Response

  Date: 12/12/2022

  I spoke with customer extensively regarding this situation. It is unfortunate and I sympathize with the customer, but we are not responsible for the vehicle while it is parked in a public lot, as the customer acknowledged and signed off on our paperwork. I advised the customer that the windshield would be covered under their auto insurance with no cost to them. 

  Customer Answer

  Date: 01/05/2023

   I am rejecting this response because:
  
  We dropped the car off 2 week’s previously and it was diagnosed wrong. Several other small time shops said it needed tcm replaced. Northstar ford said it only needed to be reprogrammed. Other shops told us they could just clear the lights if I wanted previous to bringing to Northstar. Shortly after getting it back from Northstar it wouldn’t shift until over 3100 rpm if at all.
  Alec said he would update us after we had to drop our car off after hours.
  Eanita @ Ford motors said we would get weekly updates on case 39393603. We never got updates until it was fixed 
  Alec said we “might be able to get a rental but only for 4 days because Ford doesn’t have any cars.” Early September we called and were told if we take the car & the part is here but car isn’t they will give it to someone else. Both Ford motors & Northstar told us “oh simple just call your insurance IF you’re a Minnesota resident” Ford motors said they should have offered rental for 10 days. Ford offered absolutely no other help. Mike told me when we picked it up they would “definitively figure out who vandalized my car, just call Alec in morning.” Alec told me “he wasn’t wasting his time looking at 4 months of video.” Never got back to me for any information at all. Was forced to sign a paper before I could get my car December 8 because they said the front tires don’t hold air. From 730 pm on December 8 until December 9 @ 730 pm tires in question still at 31 psi without air added. Lied to several times by several employees with their only help is to call our insurance. Quick lane employees told us that Northstar owns the lot they parked my car in, Alec said it was “public” until I called him out saying that you guys rent it but it’s public. The first time when it was misdiagnosed & we picked it up I was told it’s “parked over there by the mall because we own that to.” Stopped into talk to Jake approximately 6 pm on December 9 he was already gone but mike was on the phone with a customer saying “absolutely we will have a rental for you, you’re actually a good customer.” Jake had already left for the day once again never got back to me about why my car has a cracked windshield while Northstar held it hostage for 4 months. We had to purchase another car because Northstar ford & ford motors said it would be $50/day on rentals after initial few days. We were given no paperwork after dropping our car off and forced to sign paperwork before mike would return our keys, sign it or pay storage fees after 7 days. Jake chuckled on the phone when he said they refuse to do anything about it because it’s in the paperwork waiving them of any responsibility, paperwork we were forced to sign or they wouldn’t give us our keys.
  
  Thank you for your time and help 
  
  -Jarod ********
  

  
  

  
  

  

  Business Response

  Date: 01/09/2023

  Attached is the customer signed repair order acknowledging the fact we are not responsible for damage done to their vehicle while here. This is an unfortunate circumstance which I have acknowledged from the beginning of the situation, but the fact remains that we are not responsible for the windshield. Both myself and Ford told the customer so according to the complaint. I am not sure what else to say to the customer at this point. I have also attached a word document with the email I sent to Mr ******** today, it was too large to paste in to this text box. 

   

  Thank you,

   

  Jake *****

• Initial Complaint

  Date:09/21/2022

  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.

  I was sold a Northland protection package, which according to the salesman, included a ceramic coating. After I signed for it, but before I had the service done, I realized they sold me a lie, as all they were going to do was wash/wax the truck. I tried to get them to cancel this and give me my money back BEFORE I had the service done, but they refused - and simply pointed to the fact that I had signed my name, so 'tough luck, deal with it.' So I reluctantly had the service done since they would not budge on it. The results of which, were extremely disappointing. I'll compare below what I was told was going to happen vs. what actually happened: - Ceramic coat (actually, just a wash and wax, no different than you get at your local drive-through car wash)- Special Undercoating (actually, just a rattle can spray job that missed many of the essential components that should have been covered, and had overspray on many things that should not have (like they told me would not happen)- Interior clean/special protection product applied to the entire interior - (actually, they vacuumed and lightly wiped down some of the truck but missed the majority of the dash (i made a ******* video of this as I was driving away: www.*******.com/shorts/xUfC46qklCk).This was one major issue in and of itself, something that would prevent me from giving them my business again, and then now: Fast forward a few months, my truck was totaled in an accident. I provided a letter from my insurance company to NorthstarFord so they could reimburse me for the years of warranty that are no longer needed. Unfortunately, they have not confirmed receipt of the letter. They will not provide me with any information regarding getting reimbursed for the extended warranty, even though I have emailed and left voice messages requesting this.

  

  Business Response

  Date: 10/25/2022

  We respect ****************** right to leave a review, yet we feel we must point out several things in response to his claims. First and foremost, our Northland Protection Package is advertised as a package containing a rust inhibitor, underbody protector, interior protector and paint sealant. Nowhere in our marketing or product-specific brochure is the term ceramic coating used. In addition to that, **************** agreed that the product was non-cancellable and non-refundable once added at the point of purchase and signed as such on his purchase agreement. We cancelled ****************** extended warranty as soon as possible upon receiving his request, but were unable to reach him by phone to confirm the refund amount and explain the refund process. Our records indicate that a refund check in the amount of $3,613.08 was cashed by the lienholder on ****************** truck on Sept.13, 2022.   

  Customer Answer

  Date: 10/26/2022

   I am rejecting this response because:

   

  I emailed multiple times and left voice mails with the dealer asking about the warranty status, all of which they ignored. However, as soon as I submitted the BBB complaint they then responded via a voicemail, and after that I received the refund. Clearly they care more about their rating on BBB than they do customer's actual experience - I don't think they realize those are related. 

  As far as the protection package, on paper everything looks good - I signed the agreement, and they are correct in saying that the contract does not specify ceramic. So yes, that is why I am not taking them to court because I don't have a legal case against them. With that said, I was told by my salesman that this was a ceramic coat, thereby misleading me to sign that agreement. Had I known it was not ceramic there is no way I would have agreed to it. 

  Also, they said nothing about the horrible job they did on the vehicle which is probably good, as there is really nothing they can say to make that right - that is water under the bridge at this point. 

  My primary reason for submitting this complaint is to ensure no one else gets suckered into their lies like I did. Yes a refund would be nice, but having a leery customer, and making sure they are honest in their advertising would actually do the business some good. 

  
  

• Initial Complaint

  Date:08/19/2022

  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.

  I brought my car to Northstar Ford on 8/17/22 for a diagnostic check due to a warning light that has been coming on ever since I bought it in 2021. This is the 2nd **** dealership Ive been to for this reason. The first place said nothing was wrong, but after doing the check Northstar said they updated the software and everything was working fine.An hour after leaving the dealership all kinds of warning lights started coming on and when I called them back I was told to stop driving immediately and have it towed back to them.I live 60 miles from Northstar Ford and dont have another vehicle or a way to even get back home. They said it could be up to 3 weeks before a loaner car would be available, but I should not drive the car until it can be fixed. They also said they had no way of knowing what the problem is, or how to fix it, so leaving it with them is the only option.I am caregiver for my adult, disabled daughter and we rely completely on my car to get to her numerous medical appointments. We also live in a very rural area and do not have access to buses or taxis.I am stranded with no transportation and Northstar Ford seems completely unwilling to fix the problem they have caused in a way that is possible for me.

  

  Business Response

  Date: 08/19/2022

  We are reaching out to the customer to get her vehicle in ASAP, I have pulled a rental vehicle for her to use while hers is in service. Her vehicle is still drivable and always has been drivable, I am not sure where she got the idea she had to immediately stop driving it. We are 2-3 weeks out for appointments but will work her in as soon as she gets her vehicle to us.

   

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

  Service Manager

  NorthStar Ford

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

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

• Initial Complaint

  Date:05/18/2022

  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.

  On 5/9/22, I returned my leased 2019 **** Escape. When discussing my options with the sales agent, I was adamant I wanted a car with all or nearly all of the tech features my 2019 **** Escape had, and that I was comfortable buying a ******************* newer Escape. My sales agent brought me a 2021 ****** Rav 4 as an alternative and told me it has the same features (minus auto start and heated seats) and more features (lane assistance, automatic high-beams). During the test drive, it was never mentioned that the car lacks automatic headlights, but it was stressed that the car has automatic high-beams (thus giving me the impression that the car has automatic lights; I also assumed the car had automatic headlights because that feature is standard). I was pressured to buy the ******, even though I expressed interest in a 2020 **** Escape and a 2020 **** Edge they had on display. I was happy when I drove the car off the lot. *** next day, after nearly getting into a car accident, I discovered that my car lacked automatic headlights. I notified my sales agent, and he all of the features this car lacked can be purchased and installed at another store. On 5/13/22, I drove the car ******* miles. *** next day I received a "maintenance required soon" notification, which I notified the dealership about. *** manager, ***, called me on 5/16/22 and told me it was probably in need of an oil change and we set up a date to get that taken care of. *** mentioned that I would receive an accessory of some sort for the inconvenience. On 5/17/22, the car received an oil change, however, the cashier was not informed of any take-home accessory for inconvenience and was, in my opinion, rude and accusatory.

  

  Business Response

  Date: 05/19/2022

  NorthStar Ford's Sales Manager, *********************, has spoken to ********* about the miscommunication between our departments and offered a solution of paying to install a driver's side heated seat. We are waiting on her confirmation that this is an agreeable fix to the situation. If ********* has any other concerns, she is welcome to reach out to NorthStar Ford directly.

  Customer Answer

  Date: 05/21/2022

   I am rejecting this response because: I seldomly use heated seats and I'd rather have something practical . 
  
  
  

  

  Business Response

  Date: 05/27/2022

  ********************* has made several phone calls attempting to talk to **************** to resolve her concerns but has been unable to reach her. When she and *** last spoke, she said the heated seat would be a reasonable solution. We would like her to return Mr. ******** phone so that NorthStar Ford can work on resolving this concern for her.