Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I orders **** parts on 5/16 worth $192.96. I have not received it yet (6/11/24). I have called and has sent several emails. Initially I was told to call **** why I have not received it. If you dont need it call us. We will issue you a refund ticket and after they receive it back then money will be refunded minus 15% restocking fee. Finally their last email I was replied that as a favor they will waive the 15% restocking fee as a curtosey but money will be refunded only after parts will be sent back. They are not comprehending that how I will send it back if I never receive it. They have a prof that label was created. Not sure if they really mailed it.
Business response
06/12/2024
The **** was late with the delivery out of our control. We still agreed to refund the money which we did. The customer is suposed to be returning the part. We have not received it yet. This should make the customer happy as we refunded all of their money.Customer response
06/13/2024
My last name is *****
full name *******************
Customer response
06/15/2024
Complaint: 21837148
I am rejecting this response because:
Original order was on 5/16 and I received the package on 6/14. It is of no use for me. As I got the package, and now only I am in position to send back to you. Please send me the return label.Thank you BBB for help in getting my money back
Sincerely,
Shri VInitial Complaint
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They wouldn't answer their phones to cancel orders ***** minutes after it was placed. Now they are charging me a re stocking fee. Again I called ************** to cancel. There was no writing that showed a restocking fee and they never shipped my order! They are taking advantage of their customers. I want my full refund and I'll take down my reviews. Here's the website that talks about refunds. I should get a full refund!**********************************************Business response
03/08/2024
**************** was informed when he placed the order that it would be an expedited order. He agreed fully aware there is a restocking fee as these parts are special order. They are not parts we keep in stock. He approved the expedited order, called back two days later, and wanted to cancel we told him that there was a restocking fee as we originally had let him know Mr. ******* threatening us with bad reviews which hes placed in multiple places. our policy is firmCustomer response
03/12/2024
Complaint: 21406060
I am rejecting this response because:
This is just simply false. I was never told about q "re-stocking fee." Nor does **********************************************. Recommend or request it. I encourage Broadway to check any phone conversations. Hopefully, they record calls and know that "restocking fees" were never mentioned. Also, try making a phone call to this company, **********. If they answer, they surely saw this message or it's miracle. I called between ***** times 15 minutes after the order and got no answer. I called to cancel to save them from an unnecessary work or myself from any fees. Unfortunately, there's no answer.....ever. In court, a case wins because of facts. Let's see the phone conversation, or better yet, try calling and getting some customer service. In a day and age where customer service is dying, ********************** **** exemplifies that. Do better Broadway, if not, we all reap what we sow.
Sincerely,
***************************Business response
03/15/2024
Our policy about special orders is clearly listed on Main page under cancellations and returns policy it says there will be a 15% return restocking fee for orders that ordered in error or for customer changes there mind.We stand by our published policy ***************** has been issued a refund for the balance of the order.Customer response
03/15/2024
Complaint: 21406060
I am rejecting this response because:**********************************************
Here is ********** Companies return policy. Apparently Broadway does not stand by their policy. Keep in mind they are a **** dealer. They never made any mention of a "re-stocking fee". Its funny how they stated last time that it was told to me on the phone. When i asked them to pull phone records, they decided not to mention that again. Furthermore I tried canceling approximately 15 mintues after ordering. They dont answer their phones, try calling them and see. This dealer takes advantage of its customers, but i wouldn't expect less from a company that can't even spell my name right.
Sincerely,
***************************Customer response
03/18/2024
**********************************************
They go against **** policy for returns. They do not answer their phone or emails. They take advantage of their customers and go against **** policy. Look at their ****** reviews, there are other out there that say the same thing I am. How are there no repercussions for a company like them?
Initial Complaint
03/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I needed a part fast, and they had the best estimated arrival time. I ordered it and shortly after received an email saying that the delivery time would be significantly longer more than double. Okay, that happens sometimes, so I go to cancel the delivery (and order from another company so that the part could get here in time) and they charge me a 15% restocking fee on an order that was never shipped to me and was cancelled because of their factual error.Business response
03/07/2024
The customer new and acknowledged the restocking fee However we are going to refund the restocking fee as a coutesy to the cusomerInitial Complaint
02/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**** F250 vin ***************** Dropped truck off on 10/7/23 for repair of the "Death Wobble" in the front of the truck.They called that it was ready and I picked it up on 10/24/23.Truck still has the death wobble.I have called **** numerous times starting on 10/26/23 asking for someone to call me back and have had no response.I have left messages on the service advisor, service manager, and the general manages phones and have not heard from any of them.I wish to have someone call me so that I can get taken care of.Business response
02/26/2024
The Service Director and the Service advisor that worked with *************** are no longer with the company. Our Service advisor contacted *************** today and he is brining his truck to the dealership. We want to resolve any issues relating to our workInitial Complaint
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We bought 2 commercial vehicles thru Broadway ford in st louis based on **** ***** pricing. After the quote was received by me, it turned into rebates available ($10,000 in rebates on 2 units) not the off invoice price like they first said. The 1st vehicle arrived and we were promised a rebate within 3 months -that never came. Our 2nd vehicle came in 4 months later and I was adamant about making sure our first rebate was in our hands before signing for the 2nd vehicle. The salesperson assured me that we were all set up to receive rebate within a few weeks, even showing me the registration paperwork with Ford. Come to find out the wrong info was registered and we never received the 1st rebate. He then assured me that the 2nd one will be registered correctly and that we may receive the 2nd rebate before receiving the 1st. Either way it's been a year and no rebates. I have talked with Ford directly and they are telling me it's up to Broadway ford to put correct info into registration. Broadway ford is telling me to just keep waiting that the rebates are coming and everything is correct and to stop asking them.about it. While ford tells me if they don't fix registration, the rebates will not be released. Ford says it is all up to Broadway ford to complete registration. Bottom line - if Broadway Ford promises you a rebate - don't believe them. They will not be an advocate for the customer. They will run you in circles for so long until you hopefully forget about any rebate and just move on.Business response
03/08/2023
We have been in constant contact with ******* ******* regarding her concerns about not receiving her incentives. We are a Ford dealer; the incentive money comes directly through Ford themselves, not our dealership. Ford changed their policy on all their reinvoicing claims and we have struggled to get her reinvoice granted. We informed her of this issue and forwarded her emails directly from our Ford rep stating the same facts. The final invoicing went through on 2/16/23, she was notified of that on 2/21/23. If she contacts her Ford rep again, they will tell her our part is completed. We have records and have given her our case numbers from Ford that show constant contact and evidence that we have been working on these claims for months. This issue was never ignored and has been resolved for the customer.
--Broadway Ford Truck Sales, Inc.
Customer response
05/18/2023
We filed a complaint back in February stating we did not receive our rebate. Broadway ford replied stating that it was in process. That was not even close to the truth. I contacted Ford motor Co directly. They told me that the full rebates were sent to Broadway Ford in November 2022. They simply kept our money and have been lying to me telling me they were working on it. At this point we have contacted our attorney to get involved. DO NOT WORK WITH BROADWAY FORD. THEY ARE NOT ETHICAL PEOPLE!!Business response
05/25/2023
We spoke to Ford once again today the payment for VIN ending in ***** was sent to Mitsubishi Logitics on 3/31, VIN ending in ***** was sent 2/28 also to Mitsubishi Logistics. Once again we will state that the fleet credit NEVER comes to the dealer. It is always sent directly from Ford to the customer or business the vehicle was sold to. From what we can tell Jessica works for a dealer and the FIN code was for the manufacturer so that is where payment was sent. She needs to contact them. It is up to Mitsubishi Logistics to disburse the payment how they see fit. I would be more then happy to contact her Ford rep and speak to them directly to give them Fords fleet assistance number and the contact name we just spoke to today who confirmed payment was sent to the business.
The agreement for these payments are contracted with Ford Motor Company and the business itself. Broadway Ford's (or any dealers) only responsibility is to submit the customer code when reporting the sale. We are not involved with any other aspects of the transaction including designating payment. We spoke with Ford today and they confirmed both payments were sent to Mitsubishi Logistics on 2/28 and 3/31.
Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They have had our truck since September 29th. They diagnosed it as the flex plate and the torque converter. It took them a week to diagnose it. They could not find a torque converter, so I found one at O'Reillys. They were to get the part and install it. Yesterday, we went to get the truck and it was not running well. They said that it is the crank shaft. They could have told us this before now. Now they want more money out of us to fix the problem. The want $4800 to break down the crank shaft to give to the warranty people. He refuses to get the right torque converter. You said in the beginning that the crank shaft caused the flex plate to fail. This should have been diagnosed from the beginning.Business response
11/10/2021
this truck had multiple issues wrong with it we are happy to make the repair that is now needed but will need to charge for it the original repair was completed
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.