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:01/15/2025

  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 bought a used car at this dealer on 12/31/24 as a MA resident. I told the salesman and the finance worker I wanted the sales tax included in the loan (which, is very common to do). Both said that was fine. Everything was good to go, the finance *** said the bank loan was fine. He then threw temp plates on the car and said I was good to go. I was confused because I thought they had to register it with MA first. But I didnt question it as I assumed they knew what they were doing. 2 days later the finance *** calls me and says the bank denied, and they had a new lender. I said ok thats fine. I finally got the paperwork in the mail from them about a week later, and went to the *** to register the car. They told me my total was over $1700. I said no, the sales tax was included in my loan. The *** worker said the dealer either had to provide a form stating the sales tax was included in the loan, or send me a check back for the sales tax so I can pay the *** directly. I called the finance *** back and explained this, and he goes yeah the sales tax wasnt included. I said what? He said that with the new loan it wasnt included, acting like I was aware. I was NEVER told it was changed. I then spoke with the ** today, 1/15/25, and he argued with me that his finance *** said he told me the change. He refused to look at cameras, refused to listen to me. They removed my sales tax from my deal without telling me which from my understanding is illegal.

  Business Response

  Date: 01/22/2025

  Please see attached

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22815362
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/26/2024

  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.

  On August, 2024 I received a letter from **** about Customer Satisfaction Program. It says that if I paid for the repair I might be eligible for reimbursement. I had this repair done on ********.On 09.21.2024 I submitted all receipts to the Best Ford dealership and was told that they will open a claim with ****. Month later I was trying to follow-up with them but it was unsuccessful. I called the Assistant Manager several times as well as emailed him - no response. Stopped by the service department and was told that there is no manager but I should try to call him on next business day.Yesterday, 11.25.2024 I called again and ask for the Manager who can help me. Explained everything to the representative and was told that the Manager is busy but will definitely call me back. Never happened! Also, I called **** Headquarter. They said they never received a claim from Best Ford and I need to follow up with Best Ford to receive this *********, basically, after two months of waiting I realize that Best Ford never sent a claim to the **************** and they refuse to talk to me and explain what's going on for some reason.I've been waiting for this refund for over two months. And after all of this I realized that I need to start from the scratch. That's why I am looking for your help.

  Business Response

  Date: 11/29/2024

  Please see attached. 

  Thank you, 

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

   

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22606135
  
  I do not accept the business's response as a resolution to my complaint because:

  First, the repair was made on 06/10/2023, not on 11/29/24 as Best Ford letter says, way before **** released Customer Satisfaction program for this problem. The letter from **** also staying that the issue with SYNC includes but not limited to radio presets, black screen, etc. and my vehicle was affected. As far I understand *** is a part of SYNC, and after *** was replaced they still had to reset SYNC3 to make sure that everything is working so obviously there is a connection to that.

  Also, on the receipt from 09/21/2024, Job #4 it clearly says: "Customer paid to have *** replaced for SYNC issues on repair order ******* on 06/10/2023".

   

  And, finally, when I called to **** they told me that BEST FORD dealership needs to submit the paperwork and **** will make a finale decision on reimbursement ability. If I am eligible **** should send a check to the Best Ford dealership and then dealership will forward it to me. They also said that it seems that I am eligible for the reimbursement but in order for them to make a decision they need to get a paperwork from Best Ford. Best Ford, however, never sent anything, never informed me of my eligibility nor "ineligibility" either, never contacted neither me nor ****. I think that all Best Ford has to do is to send receipt of job that was performed on 06/10/2023 and request on reimbursement that was made on 09/24/2024 so **** can make a decision. And I'm not sure what upsets me more - negative result on reimbursement or silence within all these months. There is a case that was created on 09/24/2024, there are several emails and phone calls I've made and nobody bothered to let me know about the status of this case.
  

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/11/2024

  Please see attached

  Customer Answer

  Date: 12/12/2024

   
  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:10/24/2024

  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.

  I purchased a mini ****** in February 2024 from best ford in nashua nh, since then my vehicle has broken 3 times and the dealership has made me pay for a tow when i have a warranty that includes roadside assistance and a rental while my vehicle is being worked on. In those 3 times my car has sat at the dealership for at least a week, the second time which was a month ago they did not give me a rental or try to help find one from another **** dealership so i had to pay out of pocket to rent a vehicle from enterprise paying $800 for 1 week. My car is currently sitting at best ford and has been sitting there for 4 days now and they have not looked at my car, have not provided me a rental while i am waiting for my car to be repaired so i am having to find rides to and from work, and they seem to be avoiding me when i call sending me to someones voicemail rather than helping me. I have asked to be put into a new car because NH has a lemon law and this is the third time my car has broken and it has been a different issue every time and i have only put ****** miles on this car since purchasing it in February.

  Customer Answer

  Date: 10/26/2024

  All issues have been resolved. No further action needed at this time 

• Initial Complaint

  Date:09/23/2024

  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.

  on 9/10/24 went into Best Ford to look at a vehicle. They took the keys to my current vehicle to get me a trade in value. During the negations process I said several times that I wanted to come back another day and I wanted my keys back. I was ignored and they kept pushing me though. Every step I said I would like time to think, to come back another day I wanted my keys back. I was not given my keys back until after I signed the purchase and loan agreement. I purchased a used vehicle. I was told that it would be registered when I picked it up and had gone through a full inspection to make sure nothing was wrong with it. It was not registered upon pick up 9/13 and was told it would be done the following week. It is illegal to drive an unregistered vehicle in **. On 9/18 I called to check on the registration and was told it would be the following week because they did not have a title for the vehicle but I could come take a loaner car. On my way to get the loaner car the just purchased vehicle started have transmission issues when I arrived at the dealership they told me "sometimes they just drive like that" I informed them there was an issue and I wanted it fixed. 9/20 I called to find out what was going on with the transmission issue and the registration and was bounced around no one knowing what I was talking about. Finally someone said don't worry we'll look at it. I feel as a young women who was not buying an $80,000 vehicle I was unwilling pushed through the buying process and then ignored. I was told I would receive a call back to answer my questions and I have not heard from anyone. I sent and email to the general manager and the manager of sales with no response. I was miss lead and now forced to wait an undetermined amount of time to get my vehicle back. I have never been treated so terribly and feel so taken advantage of as a women. I will never deal with Best Ford again.

  Business Response

  Date: 09/27/2024

  Please see attached. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22325324
  
  I do not accept the business's response as a resolution to my complaint because even though my vehicle was returned to me, it was missing the second key, the privacy screen for the trunk and the owners Manual. All of these were present when I originally dropped the car off which now cost me over $600 to replace everything.  This is all after they tried to get an additional $3000 out of me. I have never dealt with A dealership as unethical and unprofessional as this one. 
  
  Sincerely,
  
  Meaghan Stjean

  Business Response

  Date: 10/07/2024

  Please see attached. 

• Initial Complaint

  Date:09/10/2024

  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.

  I went to Best Ford to file paperwork for a refund as I sold my 2020 **** explorer and I had purchased both An Extended ************************* I did receive a refund for the Extended Warranty from a third party. When I didnt receive the refund from ************* I contacted the third party company and was told the refund would come from Best Ford. I have tried to contact Best Ford multiple times but they have not responded. I am entitled to this money.

  Business Response

  Date: 09/13/2024

  Please see attached

• Initial Complaint

  Date:08/27/2024

  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.

  Purchased a vehicle on August 10th, after their registration, we were able to pick up the vehicle 8/14/24. Immediately, on the hour long ride home noticed a groaning and humming coming from the drivers side wheel and an transmission issue. Called when we got home and immediately brought it back the next morning. They didn't work on it until the Tuesday after that but they confirmed that the wheel bearing was bad and ordered the parts and were going to replace that and send the car to ***** to diagnose the transmission in 2 days. They call when they send it to ***** that it needs a transmission flush, and that ***** says it doesn't need a wheel bearing (when they told us it was already done and agrees that it did need one). Best Ford didn't want to pay for the repairs at *****, but eventually did pay for the Transmission flush, but will not repair the wheel bearing and the car still makes noise. They sold the car to us this way and are ignoring our phone calls to managers. We even purchased extra warranties from them, and have the 90 day warranty that came from them right off purchase.

  Business Response

  Date: 09/04/2024

  Please see attached. 

  TY

  ****

   

   

   

• Initial Complaint

  Date:07/10/2024

  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.

  Purchased a 40k mustang from carmax with 30k down, and purchased the extended warranty. After a few months the check engine light came on and i took it to Best Ford. They said they diagnosed the issue and the car became undriveable after a few days. Took it back to Best Ford and they ended up holding the car for months because they were unable to get the manifold that was needed (and that was under warranty). I also have photos where they left my vehicle in the rain with the door cracked and window open. They finally accepted a manifold that I FOUND on **** and installed it. Again, after a few days the car became completely undriveable, almost throwing me off the road. Best Ford is now not willing to fix the car again and i just had to have it towed to a new dealership, when this all happened because of "repairs" they made.

  Business Response

  Date: 07/16/2024

  Please see attached. 

• Initial Complaint

  Date:06/27/2024

  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.

  I brought a 2010 **** F150 truck to Best Ford to reprogram an ECU for PATS. It is called a parameter reset. I was told to pick up the vehicle that the procedure was unable to be done by the technician & to pick up vehicle. When I picked up on 6/26/24 service advisor ************************* said charge was $199.90 & the truck was still in the same condition as when I dropped it off. The next day I found a locksmith that was able to do the procedure in about 10 minutes. I went back to Best Ford & told the service ************ refused to compensate me in any way. He said his technician did the procedure so he has to compensate the technician. I feel this is unfair as nothing was accomplished at Best Ford.

  Business Response

  Date: 07/02/2024

  Please see attached. 

  Customer Answer

  Date: 07/02/2024

   
  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. I paid $199.90 cash for this repair order. How do I get the $50 compensation that was given?
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/03/2024

  To Whom It May Concern, 

  Best Ford will mail a check in the amount of $50 to the name and address on the repair order.

  Sincerely, 

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

  General Manager

   

   

   

• Initial Complaint

  Date:06/09/2024

  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.

  I purchased a vehicle from this company and the vehicle has been in and out of their shop consistently, I have tried to get them to purchase it back, and went through the buyback process which was denied due to where the vehicle was first sold to the first customer, and attempted the lemon law. as of today the vehicle has been in their possession once again for the same issues for more than 5 weeks. I had dealt with their previous service manager who was blatantly lying to me about the issues and not being truthful. I have spent way more money and time on this vehicle than should have and it continues to bring me issues. I do not want the vehicle anymore nor do I want the company's business and would like them to refund my money and be done with them completely.

  Business Response

  Date: 06/10/2024

  Please see attached.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: they sold me a vehicle, no matter warranty or not that has cost mere money than was spent on the vehicle alone. I purchased a vehicle to help my and my business, however, it has only hindered and caused problems. Time and money spent over countless months and repeated visits have cost me. I no longer want the vehicle, as this wouldnt be the first time I have been told by the business my vehicle was fixed and that theres nothing wrong with it. I no longer want the vehicle and want it bought back. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/12/2024

  Please see attached. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: regardless of the warranties and whatever else may be given, the fact is I have not driven ****** miles, nor has the vehicle been in my possession for 365 days since Ive bought it. The odometer may show there has been ****** miles out on it, however, the business is responsible for at least ***** of those miles. I do not know who was driving the vehicle that much but someone was driving my vehicle regularly when I best fords possession and may have even driven over ***** total. The miles recorded from the company at not accurate and show it leaving with the same number of miles as it went in with and was in their possession for over a month. No record of driving, yet when I brought the vehicle back after 11 days of having it, the mileage in was up thousands of miles and I did not drive thousands of mile in just over a week
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/17/2024

  Please see attached

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: the mileage is 100% not in the repair orders. I have all of them and multiple times was not reflected.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/21/2024

  Please see attached. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: now you have falsely stated I refused to pick my vehicle up. The vehicle has already been picked up. You guys lie and continue to lie and deceive your customers. Absolutely the worst experience of any dealership Ive dealt with. You are liars and continue to lie. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/25/2024

  Please see attached. 

• Initial Complaint

  Date:03/20/2024

  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.

  Purchased a vehicle from Best Ford a 2021 KIA Sorento X-Line. The vehicle didn't have any title. The dealership has been giving me nothing but the run around regarding when the title is supposed to arrive at the dealership. My first car payment is due soon and I haven't even been able to drive the vehicle because of the title issue. Last I checked it's illegal to sell a vehicle without the title.

  Business Response

  Date: 03/20/2024

  
  Better Business BureauMarch 20, 2024   
  
  Re: ******** ******* 
  Your Files No. ****6000 
  
  To Whom It May Concern,  

  
  Best Ford had paid off the pervious loan on the vehicle Mrs. ******* purchased and was awaiting the tile. We have received the title and Mrs. ******* new registration is in process and expected by Friday 03/22/2024. Best Ford will give ******** ******* a check for her first payment of $490.18 and deliver her vehicle to her as a courtesy.  

  We apologize for any inconvenience this may have caused and hope that we have resolved this concern. 

  Please feel free to call or email with any questions  

  
  Sincerely,  
  Michael F******* 
  General Manager 
  Best Ford  
  579 Amherst Street 
  Nashua, NH 03063 
  603-889-0161 Ext 50107 
  *********@bestfordnh.com 

  Customer Answer

  Date: 03/20/2024

  #21456000

  Hello, Best Ford received the title as of yesterday for the vehicle I purchased. They resolved the issue and offered a resolution for the miscommunication and conflict regarding the missing title for over 4 weeks. 

  I will no longer need to proceed with the complaint against Best Ford. 

  Sincerely, ******** *******