Complaints

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

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  Capital Ford, Inc.

  4900 Capital Blvd Raleigh, NC 27616-4407

• 

  Capital Ford, Inc.

  PO Box 58678 Raleigh, NC 27658-8678

• 

  Capital Ford, Inc.

  2805 E Millbrook Rd Raleigh, NC 27604-2813

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:11/12/2024

  Type:Product 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 10.25.24 I purchased a turbo booster from the parts department, not needing it because my issue fell under the recall for the **** Ecosport. I took my car in to be service and was due a refund of $525.52 for the unused part. Capital Ford has been giving me the run around for 3 weeks on my refund. First it was the address was not listed on the paperwork, then it was the refund price was incorrect, again on 11.4.24 it was the paperwork was not completed correctly again and would be mailed out that Wednesday the 6th. I still have yet to receive my refund and now the company is not returning or answering my calls. I've called the corporate office in ** and they are not returning their calls. I was given a case # and told they would keep trying to contact the dealer.

  Business Response

  Date: 11/12/2024

  Thank you for reaching out regarding this matter. I have confirmed that a check has been processed for a refund in the amount of $525.52 and is available with our front counter for pickup since there was no mailing address. I sincerely apologize for the mishap with the paperwork and appreciate your patience throughout this process. Please feel free to contact me directly if there is anything else I can do to help.

  Thank you again,

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

  Parts Manager

  Capital Ford of Raleigh

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

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

   

  Customer Answer

  Date: 11/12/2024

   
  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,
  
  *** ******

• Initial Complaint

  Date:09/05/2024

  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.

  To start, we caught them forging our signature on the finance contract after adding warranties and changing the interest rate. We went in to get our down payment back and return the car based on this. They did convince us to keep the car by lowering the price and redoing the paperwork. Later they said the finance guy got fired as well. Next, there was a repair done to the door (was damaged when we looked at it and they promised to fix it) that wasnt even close to being repaired correctly. We sent it back and they fixed it but it looked worse. The second return got rescheduled because of rain? And now theyve ghosted us. Side note: when we complained about the attempted repair, the ** tried to buy the car back. Get that!!! They dropped the price as low as they could when they committed fraud on us then tried to buy it back for that price instead of fixing it correctly. The ** eventually told me he was color blind after telling me several times that the repair looked good

  Business Response

  Date: 09/05/2024

  Was this vehicle purchased at Capital Ford of *******?

• Initial Complaint

  Date:06/26/2024

  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.

  We bought our Fusion March 23 , We were originally supposed to get a different vehicle but once we got there it was literally sold in front of us. We were very ******. So the sales person goes and gets a different car tells us one thing we get back to sign and said nope this is not what weretold and went to leave. We told them that this was c*** and we were done. The next morning the sales man calls and said they got deal done. I had worked all day went home an hour away to get husband and went back now this our 3rd time. So we get there and nothing is what we were told again the manager says they will make it right. And the salesman says he would give us *************************************** text. We left and looked more at paperwork and reached out immediately myself and my husband everyday for months to try and fix the entire situation. We were sold a car 3-4,000 more than what was for our situation. We never heard from management or anyone for that matter and we still to this day didnt get our lock code. We were screwed on our deal and traded in our explorer if management would have contacted us we would of got our car back. But everyone we called and left messages and voicemails we never got a call back. We kept getting emails about wanting to buy our car back. So me and my husband both reached out again about our issue me and someone called my husband 3 weeks ago and was looking into the issue and would call him back well guess what no call back. Well I have recently been speaking with someone and they have showed me several vehicles but every time that vehicle wont work after we get our hopes up. Bottom line we owe today more than what we purchased vehicle for. Yes I get we dont have perfect credit but honestly who does anymore after ***** and people lost their jobs and had no income. This could of all been straightened out if originally a manager would of contacted us so now we are stuck with a vehicle that we didnt even want and cant get out of it

  Business Response

  Date: 07/06/2024

  ***************** was sold what we could get her qualified for with her credit score. Her loan carries a high interest rate which is determined by the lender causing her to have negative equity. We could not structure another loan because she has such derogatory credit no lender would accept a loan for her to trade. 

• Initial Complaint

  Date:05/29/2024

  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 purchased a **** F150 truck from **** Dealership we put down ********* on the 2016 truck with a purchase of ********* the truck just came in and the sale person said it checked out with a good inspection the check engine light kept coming on so took it to Midas shop and they said it was valve cover gasket head gasket and catalytic converter so got we got value gasket to fix first .out our pocket so we end to take to **** and they put their machine there was so many PD- Codes that was wrong with the truck that needed fixing We took in 4/30/24 and been going back and forth trying to get a truck they want to put us in a car no we want a truck so told them it going hurt use in long-term we going take the truck back to Dealership and leave we not going made payments on some that not running if put on the road you scared it might blow up. Because it hesitates to pick up speed. They want to put us in a car we have a car we need a truck that's how we make a living.

  Business Response

  Date: 05/29/2024

  Customer purchased a ********************************************** in March of 2022. The vehicle (at last visit) has over ******* miles on it. The vehicle is subject to need service due to age and mileage. Customer is available to explore any make and model vehicle he would like. Capital would not control which vehicle he would like to purchase. Capital Ford is not at a position to exchange his truck at no charge. We would be more than happy to explain his options towards purchasing another vehicle or even repairing his present vehicle. He, however, would be responsible for the repairs. We are sorry for his inconvenience and are available to discuss his options.

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used 2017 **** Mustang on December 22nd, 2023, my birthday. When negotiating a price for the vehicle, we decided on a price, with "everything out the door." To me, when a seller discusses a price, then states everything out the door, I assume that also includes property tax, title and fees. So when I received a tax bill for $226.69 due March 2024, I was confused and frustrated. This is the second purchase, out of the 10+ cars that I have purchased, where I received a tax bill in the mail after purchasing a vehicle; the first time was intentional where I deliberately informed them I will pay cash for those fees. I have contacted a ****** at Capital Ford via email twice, with no response. I reached out to ****** because she emailed me the day of purchasing the vehicle to follow up on how to improve and make the sell. She responded quickly and without hesitation on that day, but now, nothing. I don't feel I should be responsible for this tax bill, as I was under the impression, the only bill I had coming was the car note, since I was under the impression all taxes, title and fees was included. Nobody wants a car note, plus a tax bill due that could have been discussed with the seller. Furthermore, the vehicle sounds a bit rough, like it has a vacuum leak. The vehicle drives differently depending on the fuel level; furthermore, I found several lose bolts on the engine valve cover that needed to be tightened, in addition to the top portion of the engine being spot free clean, as if it/something was replaced; . Moreover, appears more damages were involved with this vehicle than what was reported. Seems some front end damage *** have occurred, because in order to open the hood, you have to push down forcefully to pop it open. No indications of front end damage or engine repairs were noted on the carfax. My purchase has yet to provide the optimum experience I was hoping for. I'm requesting that Capital Ford pay the tax bill and repair the possible vacuum leak.

• Initial Complaint

  Date:02/26/2024

  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.

  01/27/2004 we bought a ****************************************************** tire compressor. Part of the deal was a "We Owe You" for the **** cord and tire compressor. We were told 1 week "because what good is an electric vehicle with our a charger". Then we were told another week. Now it has been a month and we informed them we had bought a ESVE cord and they needed to get together and cut us a check to make it right, to which we were told "You may have to return the one you ordered. We should have both items for you next week.". Don't know if it will get here or not but either way we are our $600 now and will not be buying anything from Capital Ford again.

  Business Response

  Date: 02/27/2024

  The **** cord and flat tire kit were ordered and were scheduled to arrive the week of 2-28-24.  The delay is unfortunate and we will be reaching out to the customer to refund the price of the charge cord they purchased via a check and will send the tire kit when it arrives. Thank you. 

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21347098
  
  I am rejecting this response because:
  Was contacted on 02/28/2024 by *************************** via phone and told they would cut a check and to send him the invoice. In the same conversion, **** and myself scheduled me picking up the check and air compressor for today (03/02/2024). Called this morning to make sure everything was ready before we headed up to pick it up.  At first I was told that the "boss man" did not come in until around 11am and that **** would call me when he had the check.  Approximately around 11am, **** called and told me that they (Capital Ford) didn't cut the check and it would be Monday (03/04/2024) before he would personally oversee the check.  According to the ****, management did not cut the check and the check could not be written/released on Saturday because only one person was working in the ****************** and she was not a check writer.  There is no reason for it to take 3 day and not have had it done. Again, Capital Ford appears to be trying to avoid their contractual liabilities that was agreed upon on 1/27/2024, which they have yet to uphold. It is a good example of them just kicking the can a little further. I have a MBA and a graduate in the Paralegal program at ************************ in Business Law. We both know this is not how you conduct good business.
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/04/2024

  Customer has picked up a check in the amount of $539.10 on 3-4-2024. We consider the matter resolved. 

  Customer Answer

  Date: 03/05/2024

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

• Initial Complaint

  Date:02/20/2024

  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.

  Capital Ford in ******* ** advertised a brand "NEW" 2021 **** ****** with an **** of $151,350 for sale with a discount of $31,450 an a sale price of $119,600. I purchased the car on 12/26/23. Before I purchased the car, I asked the salesman, ************************* if it was a brand "NEW" car and he assured me that it was and had never left the showroom floor since they received it in 2022. Once I purchased the car, I found out that the **** was really $141,350 and not the $151,350 that they advertised. I also found out that the car was not "NEW" but had been sold before me to a Mr. *** and the car had been shipped to ***** on 6/15/22, after that the car went to a Auto Auction in **********, ******* on 7/5/22, from there it went to another Auto Auction in Manheim, ** on 8/11/22 then back to Capital Ford on 9/13/22. I was also given a duplicate "Certificate of Origin for a Vehicle", and when I questioned that, I was told the original was lost at the dealership, but the original was transferred to the first buyer so they could not let me see it was sold and was now a used car! All the above was verified by Capital Ford GM *************************. I informed ************************* and ************************* that I did not want a "USED" car that they had swore and advertised as a new car, they informed me that was not going to happen!! I have been in ******* since December 20, 2023 and I had the car delivered to a heated garage at my ********** address. I have not titled or registered the car and is in the exact same condition and milage as they delivered it to ** on 1/8/24. I still want to buy a ****** Super Snake Speedster, but I want to buy it from a "honest and reputable dealer" not Capital Ford. I want to return the used car that they sold to me as a new car and get a full refund since I bought the car under fraudulent terms. When I spoke to ************************* he was proud of himself of the fact that he tricked me to sign paperwork stating it was a used car, but all my paperwork states it was a "NEW" car!

  Business Response

  Date: 02/27/2024

  This has been resolved with the complaintant.  We have purchased the vehicle back from the customer to resolve the issue. Thank you. 

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21315444
  
  I am partially accepting this response, I paid $121,150.00 including transportation, they bought back the car for $118,000. I am still out $3,150.00
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/04/2024

  The consumer agreed to the ******* and we paid for the transportation of the vehicle back.

• Initial Complaint

  Date:12/18/2023

  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.

  On December 1st. 2023 my 2013 **** Focus broke down, It was a recall on a sensor for the transmission. I spent $91.00 on having my vehicle towed to capital ford. The cause of my vehicle breaking down was ****s negligence. They refused too refund my out of pocket expenses. It was fixed under the recall. I called **** corporate too ask for a refund. They were very rude and unprofessional.

  Business Response

  Date: 12/18/2023

  Please send me the *** number for this vehicle. I can not find this vehicle in our DMS system. This was performed in *******?

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21020058
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   u can call me for my vin number I cant get it too up load

  Business Response

  Date: 12/18/2023

  Please have customer bring a copy of their tow invoice to *****************, We will submit to ************** however, it sounds like they have already spoken to ************** and they did not refund the tow. We can submit to **** but ultimately it is up to **** to approve.  

• Initial Complaint

  Date:08/22/2023

  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.

  Bronco Buyer:This place has the potential to be a great dealership but the other departments are terrible. The overall sale of the vehicle went smoothly. But when I received the vehicle it was covered in pollen from when it sat on the lot. Even the interior had pollen in it. So my sales rep took it back for another wash. I waitedand was still covered with pollen in the cabin of the vehicle.At this point I cleaned it out myself while still on the lot of the dealership. While cleaning it out I noticed the soft top had started to fall apart. I made this aware to my sales rep and he said he would put in an order immediately to replace the entire top. SEVERAL weeks later and after multiple text to him he finally told me I could come in to drop off the vehicle for installation.Not only did the installation take longer than what was said it was performed terribly. I received the Bronco back with metal shavings all over the interior; the top wasnt secured properly and now I have a strange metal sound sloshing around in the interior while I drive due to some of the small shavings that I can not locate. This was also very dangerous for my toddler as he could have seriously been injured by the loose shavings.I eventually had the time to properly secure the soft top later but I still have metal shavings in the cabin that I find periodically.Another problem to add is I noticed when I took the soft top off that it had deep scratches in the roof rails of the vehicle. I brought this to the attention of my sales rep and he essentially said they will get to it when they can because maintenance is backed up.Overall this dealership needs to get all the departments together and rectify these issues.Update: This dealership called me afterwards to rectify the situation. I took my car to there maintenance department but during the time my vehicle was there another vehicle rolled into mine. It caused more issues for my bronco. No issues have been resolved thus far.

  Business Response

  Date: 08/22/2023

  Capital Ford's Sales Manager is working with the customer. No one has refused to repair concerns customer is stating. ********************** has been in contact with customer.

• Initial Complaint

  Date:07/20/2023

  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.

  Hello,I have a 2011 **** Fiesta SE. Two weeks ago, my car was stopping in the middle of the road, and showing a transmission malfunction error. When my husband looked at the code P0606, he had to clear it in order for the car to move to a safer place on the street. I immediately called the **** dealerships around and there weren't any available appointments except for a further location: *************** dealer in ******, **. A week ago (July 12th), I went to that dealer and they did the recalls but were unable to duplicate the transmission code and I had no other forms of transmission. Therefore, I couldn't wait a month or so for them to reduplicate it since they did not have any courtesy cars. I do not have the funds to rent a car everyday for work and daycare. Yesterday, my car stopped again and we could not figure out why. I had to tow it to my house for $250! I have a baby and I am scared to drive my car. I am worried it stops out of no where on the highway and I get hit in the rear side where my daughter is. I called **** customer service, they said to bring it to the closed dealer and explain the situation- they will diagnose it and fix it. So I called Capital Ford (closest to my place), they said I'd have to wait about a MONTH and they have a very long waitlist for the courtesy cars. I do not have the money to tow it to a further dealership and I need to be at work everyday. Please, I am asking for some assistance. I don't have the money for a new car and my current one is very unsafe and I'm scared to drive it.

  Business Response

  Date: 07/20/2023

  We at Capital Ford understand your situation. For the safety of your family, if your vehicle is not operable, I would suggest, do not drive it. You are correct, we do not have a loaner available. If you decided to tow the vehicle to us we would try and work it into the schedule as soon as possible. Please understand if the repair is not covered from any open program assigned to your VIN number (by *************** you would be responsible for any cost incurred including tow and diagnostics. Please contact our ****************** if you decide to have it towed to our Dealership at ************.

  Thank You and sorry for your inconvenience.

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

  Service Director

  Capital Ford Inc

  Customer Answer

  Date: 07/21/2023

   
  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,
  
  ***********************