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:03/19/2025

  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.

  This dealership caused us so many headaches. We went in for a major engine repair back in November of 2024, and they did not put the valve cover gasket on right. Our truck was leaking oil like a faucet. We went to *** ******** in March of 2025 (who were great and efficient) but Power Ford forced us to go back to them. While Power Ford had my truck for the second time, they lost all of my keys except for my truck key. They were too cowardly to admit fault and this forced me to cut the lock on my hitch. They refuse to admit fault and replace my lock. Their cowardly behavior influenced them to blame *** ******** who I saw hand them all of my keys. Instead of simply replacing my lock because they lost my keys I was forced to write this review. The way the service department "leadership" cowardly ran away from all accountability through out my experience leads me to believe that this service department is not fit to serve Albuquerque.

  Business Response

  Date: 03/19/2025

  To Whom It May Concern,

  Power Ford remains one of the most highly rated and customer-focused dealerships in New Mexico. We take every customer concern seriously and strive to provide fair and transparent resolutions. We appreciate the opportunity to respond to this complaint and clarify the situation.

  The customer initially visited Power Ford for a major engine repair in November 2024. Our service team completed the repair and returned the vehicle in proper working condition. In March 2025, the customer took their vehicle to Don Chalmers Ford for service. At that time, they requested that warranty repairs be performed there. However, to ensure the necessary work was properly completed and covered under Ford’s warranty guidelines, we arranged for the vehicle to return to Power Ford for service. Our team successfully addressed the issues and returned the vehicle to the customer.

  Regarding the claim of lost keys, we have thoroughly investigated the matter, including verifying with Don Chalmers Ford, and found no record or evidence that Power Ford received or lost additional keys beyond the vehicle’s key. Our service manager personally spoke with Don Chalmers’ service team, who confirmed they had no record of the key in question. Despite this, we offered to assist by removing the lock, but we made it clear that we could not replace or reimburse the customer for a new lock without evidence of responsibility.

  The customer’s behavior in our dealership was disruptive, including escalations that were captured on video. Our staff remained professional in handling the situation, even as the customer became increasingly confrontational. Ultimately, we returned the keys that were in our possession and asked the customer to leave. Given the ongoing hostility and lack of reasonable resolution,  we agree with their decision to seek service from another Ford dealership moving forward.

  We believe we have made every reasonable effort to address this customer’s concerns and have fulfilled our obligations in repairing their vehicle. Power Ford remains committed to providing excellent service to our customers and ensuring all interactions are conducted with professionalism and integrity.

  Customer Answer

  Date: 03/20/2025

  Complaint: ********
  
  I am rejecting this response because:
  

  Power ford still refuses to take any and all accountability. The repair I needed was not a warranty repair. It was uncompleted work due to bad workmanship. I was not confrontational but firm because I advised the dealership that I saw Don Chalmers Ford put my complete set of keys in my vehicle before handing it off to them. Their lack of accountability has not reflected any resemblance of integrity. They still refuse to admit that their workmanship caused the need for an additional repair. They completely disregard that I was physically present at the time the keys were put in my truck to hand it off to power ford. Due to a lack of integrity, they refuse to acknowledge this fact. At no point in any of my interactions with power ford has it ever been easy to communicate. It is almost impossible to get them to answer the phone. Every inquiry requires going down to the dealership for a response. They have been so inconvenient and caused my family and I so many headaches and time and they respond with a lack of integrity and accountability. I would never do business with this type of business ever again. No need to mention that I am not invited back. They can't even answer the phone let alone do a repair correctly. Not to mention they lost my property causing me to have to replace a multitude of locks. At least take accountability. Power Ford and integrity do not belong in the same sentence unless to describe a lack there of. 

  
  
  Regards,
  
  ***** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/02/2024

  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.

  On 5/16/2024; I took my car to Power Ford for recalls. The recalls in question were: Campaign/NHTSA# ************ Issue Date 2021-05-05 The roof rail covers may become detached from your vehicle. Safety Risk A detached roof rail cover can create a road hazard for other road users, increasing the risk of crash. They completed this recall and another. I also had brought up concerns with the windshield side pieces; one of which flew off on the middle of the highway. At that time I was advised Ford was aware of the issue but the recall was not approved yet. I was told to give it a couple of months and check back in with them. I had tried calling a couple of times and never got return calls or texts. Finally on 9/18/2024 I called and was advised the recall for the windshield side trim pieces was finally approved but I would have to take my car back in for them to authorize and take photos of the vehicle. I tool my car in on 9/19/2024; photos and a report was taken again for this issue at which time I was told the parts were on a severe back order. Mind you I had asked and taken my card in May 2024 for this issue. I was driving around with the top rails and side trim pieces missing. This 50K car I bought is literally falling apart. I also showed them the rails were loose again. I also pointed out my car had been smoking white (more smoke than usual) and smelt like exhaust. I was told I had to talk to someone else which took a couple of phone calls at which time I was told I had to bring my car in again and pay out of pocket for them to diagnose. As I view the Ford recalls; there are a few different ones related to exhaust ad carbon monoxide concerns. I have small children so this is concerning for me and my family ************************************************************). I am concerned with the vehicle and Fords not rushing to fix these issues. Literally have already had parts fly off of the car while driving which couldve caused an accident.

  Business Response

  Date: 10/05/2024

  Thank you for taking the time to share your experience with us. We truly understand your frustration, and I want to assure you that Power Ford is committed to helping resolve your concerns in the best way possible while following Ford Motor Company's warranty guidelines and processes.
  
  Regarding the issue with your windshield side trim pieces, you're correct that this problem was recognized by Ford but, at the time of your visit in May, had not yet been approved for warranty repair. Unfortunately, we could not make the repair at that time under Ford's warranty program, which meant that any work done would have been an out-of-pocket cost for you. Now that the recall has been approved, we are actively working to complete this repair for you. However, part of the process involves verifying the issue and obtaining the necessary parts from Ford, which sometimes can be delayed due to severe back orders, as we’ve encountered in your case. 
  
  As a dealership, we are required to follow a warranty process that ensures repairs are properly documented and eligible for coverage by Ford. This includes taking photos, submitting them for approval, and then waiting for parts to become available. I understand how frustrating it can be to wait, but please know we are advocating on your behalf with Ford to expedite this process.
  
  In regard to your concern about the exhaust and smoke, I want to acknowledge the seriousness of this issue, especially with the safety of your family in mind. While there may be recalls related to exhaust systems, each case must be individually diagnosed to determine if it qualifies for warranty coverage. As of now, without an official diagnosis, we cannot guarantee that your specific issue will be covered under warranty. This is why we have an initial diagnostic fee, as Ford Motor Company requires us to verify whether a concern is covered under the warranty or not. Rest assured, if the issue is deemed a warranty-covered concern after diagnosis, Ford will cover the repair cost.
  
  Please understand that we want to resolve these issues for you, but we have to follow Ford’s warranty procedures and processes to ensure proper documentation and payment for the repairs. Our team is here to assist you every step of the way, and we remain committed to working with Ford to make this as smooth as possible for you.
  
  We will continue to stay in communication regarding the parts availability for your windshield side trim, and we will make sure to prioritize the exhaust diagnosis to ensure the safety of your vehicle. Thank you again for your patience and for allowing us to address your concerns. 
  
  If you have any further questions or need clarification on the process, please don't hesitate to reach out to us directly. We're here to help.

  Customer Answer

  Date: 10/07/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Ford has not advised a timeframe for the parts? I am at the bottom of a list to get the trim parts fixed due to Fords failure to activate the recall. Also exhaust concerns I was just looped to multiple people with no help at all. I feel their response is very generic and does nothing to resolve my issue. 
  
  Regards,
  
  ****** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:09/25/2024

  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 went to Power Ford and had a fuel filter replaced. They told me that they could not get the original part that was supposed to be in the vehicle. He said he would install an aftermarket part for my Ford F-150. In June 2024 my F-150 broke down while the part was still under warranty, I was told that I did not have to pay for the part but would for labor. In August I was told the part was the wrong one for my F--150. In Aug I paid for the right part and it began to malfunction too.

  Business Response

  Date: 10/05/2024

  Thank you for bringing this to our attention. After thoroughly reviewing your concerns, including the timeline of repairs and part replacements, as well as all the associated documentation, I’d like to provide a detailed response.
  
  Here’s a breakdown of the situation based on our records:
  
  1. March 2024 Repair:
     During your visit on March 11, 2024, you requested the replacement of your vehicle’s fuel pump and starter. At that time, a Ford-manufactured fuel pump was unavailable, despite extensive efforts to source one. To ensure we could meet your need, we offered you an aftermarket option, which you authorized after being informed that the warranty would only cover the part and not any labor for future replacements.
  
  2. June 2024 Breakdown:
     When you returned in June, reporting a starting issue, we confirmed through diagnostics that the fuel pressure was low and replaced the fuel pump under the terms of the initial repair agreement. No further fuel pressure issues were detected after testing.
  
  3. August 2024 Incident:
     In August, you experienced a no-start issue and sought a diagnosis from another dealership, which informed you that a Ford-manufactured fuel pump was now available. You raised concerns with us about potentially being misled regarding the availability of the Ford part in March. Upon review, it was confirmed that the Ford fuel pump became available in July 2024, after your second repair, and we provided supporting documentation to clarify this.
  
     During our August discussions, we offered to replace the aftermarket pump with a Ford-manufactured one at no labor charge, including a refund for the aftermarket pump. However, this offer was declined during our follow-up conversation.
  
  4. Fuel Filter Concern:
     Your recent claim about being informed that the wrong fuel filter was installed was thoroughly reviewed. Our service records show that the correct Ford filter, part # 2C5Z-9155-BC, was used consistently during all visits. Additionally, no evidence supports the claim that an incorrect filter was installed, either during your visits to Power Ford or any interactions involving our parts and service teams. The filter you purchased from another dealership matches the part number used by our service team.
  
  We have also noted potential concerns about an undiagnosed underlying issue in your fuel system that might be contributing to repeated failures. As part of our initial repair discussions, it was emphasized that the replacement part alone might not address other potential issues that could impact your fuel system. Without a comprehensive diagnosis, other faults may remain undetected, leading to continued problems.
  
  Our Offer to Resolve:
  To resolve the situation amicably, we offered to replace the non-Ford fuel pump with a Ford-manufactured part at no labor charge. Additionally, we extended a $222 refund/credit for the aftermarket pump that you had originally authorized. We also clarified that while the replacement would qualify for a 2-year parts and labor warranty through Ford's SPW program, you would need to cover the price difference between the aftermarket and Ford-manufactured parts. Furthermore, we emphasized that a proper diagnosis of the no-start condition had yet to be performed, and if an unknown fault was contributing to the fuel pump's performance, additional work might be required beyond the pump replacement, and be the root cause of the repeated failures. Nonetheless, our offer remained on the table should an unknown fault be discovered. His portion of the offer would have been 276.99.
  
  You declined our offer during a follow-up phone call with our Service Advisor, *** **** *******.
  
  Our goal is to ensure the best performance for your vehicle and maintain your trust in Power Ford. We’re here to work with you to resolve any lingering issues. Feel free to reach out directly to discuss this offer, and we will be happy to assist you.

• Initial Complaint

  Date:02/02/2024

  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 am sending, since I don't know who I exactly communicate with. I purchased or financed a used car in October 2021 at Power Ford, Albuquerque, NM. The vehicle is a 2018 Ford Escape. My concern is the Used Car Warranty I purchased. Used car warranty is from ** *********. The warranty documents, which were signed in the Finance office of Power Ford. What I received at that time, is exactly what I have today. Nothing was mailed or emailed to me after the purchase. My engine light came on approximately 1.5 weeks ago, which I had checked at ********** auto parts store. According to the engine light code, it was recommended to replace spark plugs and ignition coils. I reached out to ** *********, they confirmed that my vehicle was registered in their data base. Thereafter I was transferred several times, finally spoke with an agent. I asked if the "ignition cell's" were covered with the warranty. The ** ********* agent stated No, however the document provided to me by Power Ford in my opinion did cover the ignition coil's (1 ignition coil at roughly $66+ each x 4 = $264+). Next the ** ********* stated your warranty is no longer valid, I asked why? Agent stated 100,000 miles or 72 months, whichever comes first. I stated I'm not even close to the date nor the miles. Then the ** ********* agent started reading and stating Page numbers, mentioning language of contract, wording, specific areas, page numbers. I stopped the agent and let him know I did not have the additional pages he was referencing. I requested from ** ********* to email the missing pages, which they did within an hour. I reached out to Power Ford, 1/6/24, on two instances, 1st time spoke with a male who attempted to get me to a manager, and also submitted my concern to them on their website, unfortunately was not able to keep a copy. But I am sure they have a copy of my email to them. On 2nd time, I spoke with a **** (did not give his last name, only he was in sales. Bottom line no call from Power Ford only a text stating they would get back with me. I have not contacted ** ********* again. My issue is not getting the additional pages from the dealership at time of purchase. The Power Ford Finance Manager only explained you have 72 months and 100,000 miles of nsumer Protection Agency able to assist? Is NM Better Business Bureau able to assist? th nk you) y personal emall is: ****************

  Business Response

  Date: 02/06/2024

  To Whom It May Concern:

  Power Ford remains one of the most highly rated and fastest-growing automotive dealerships in the State of New Mexico. We pride ourselves in having one of the industry’s most open and transparent sales processes. When one of our clients has an issue, we respond with the care they deserve. In the case of Mr. ******, the notice sent by your office was the first my office heard of any concern.

  Mr. ****** purchased a vehicle service contract at the time of sale. This service contract was submitted to ** ********* promptly after the sale, but a small administrative error on their part caused the contract to show as expired. A simple phone call to them cleared this up, and Mr. ******’s contract is now active. 

  ** ********* provides some of the best mechanical coverage available for pre-owned vehicles, but it does not cover all component failures. Mr. ****** can be confident he will be protected against the expensive cost of mechanical breakdown in accordance with the language of the contract.

  In regards to the specific replacement of the engine’s ignition coils after a diagnosis by ******** **** *****, this would normally not be covered. ******** **** ***** is not a certified repair facility in the State of New Mexico and does not staff ASE-certified technicians. The contract he purchased does not require him to return to Power Ford or any other franchised dealership, but it does require that he have the diagnosis and repair completed at a state-licensed repair facility. 

  We have been in contact with Mr. ****** since being notified of his concern, and in the essence of the exceptional customer service that Power Ford has a reputation for providing, we are covering reasonable costs associated with this repair, which is $256.84 based on his ******** **** ***** receipts. These will be reimbursed to Mr. ******. However, in the future, Mr. ******’s coverage will fall under the specific guidelines of the contract he purchased.

  Customer Answer

  Date: 02/07/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/17/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Oct 7, 2023 I purchased a 2017 Mini Countryman from Power Ford at **** ******* ** *** *********** ** *****. At that time I also purchased additional Gap insurance with the verbal assurance that I could cancel it at any time. This verbal statement was later supported when they sent me the ******* forms to complete in order to cancel the extra products (received 11/14/2023). On Oct 26 I left a voicemail with ***** Montoya (the finance person i worked with at Power Ford) in which I stated that I was canceling the extra products. I got no response and left additional messages on Oct 30 and November 1st. On Nov 7 I spoke with a different man from the financial department. He said the cancellation would be back dated to Oct 26th and he would get this fixed that day. He never called back. Also on November 7th I received a call that they had not yet received the inspection paperwork. I informed them that I had sent it in the envelope they had provided more than a week ago. On Nov 8th I received a text asking me to get and send it again. I agreed and told him that I was still waiting for the promised refund. He said he would remind them. I left more messages for ***** on Nov 13 and 14th. On the 14th he called me back and told me he had emailed the forms. I called him back when I couldn’t find that email and he sent them again. On Nov 15 I completed and emailed back the forms (One form required the lenders address, I sent 2 copies, one with the PO Box and the other with the physical address). Also on Nov 15 I ******* the inspection documents and sent a text picture of the tracking document. On November 27 I left a message that I had sent the forms and had still not received the refund. On December 5 I sent a notarized and sign for delivery letter detailing all the steps I had taken and demanding that the refund be processed immediately. They signed for that letter on December 8th. No refund has been deposited into the car loan as of December 17, 2023.

  Business Response

  Date: 12/22/2023

  Hello – Thank you for making us aware of this complaint. We have attempted to contact ****** ****** via phone and will continue to do so. The refund for the cancelled products has been signed and mailed to the lender, *******. Once they receive the check, they will apply the credit to the balance of the loan. If the loan has been paid off, the lender will mail the check to ****** ******. It usually takes a few weeks for the lender to process the check and credit the balance of the loan. 

  I appreciate your understanding and sincerely regret any discomfort this may have caused. We value our relationship with you, and we never intended to jeopardize it. If you have any further concerns or specific requests, please feel free to reach out to us directly. Our General Sales Mangers direct line is ************. 

  Customer Answer

  Date: 01/01/2024

  Complaint: ********
  
  I am rejecting this response because:  The amount owed in refund is $4234.85 and they have refunded just $800.00.  There is still an outstanding refund balance of $3434.85.  I have included proof of partial refund and a picture of the refund form where I checked off all listed options for refund.  I have also included the text where the salesman stated he had received approval for the purchase of the car to be $18,500.00 including TTL.  Also I included the receipt for the down payment of $1000.00.  Thus the loan amount, including all agreed upon cancellable ad-ons should have equalled $21,734.85.  But it was $22,945.50.  This difference of $1210.65 must be additional fees that I failed to catch.  I am not asking for my mistake to be refunded.  I am demanding that the refundable items ALL be refunded.  I have returned every missed call and responded to every voicemail and text received.  Their claim that I am unreachable is false.
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 01/10/2024

  Hello,

  I am writing to provide you with a detailed update regarding the recent cancellation requests and the corresponding financial transactions.

  On November 14th, 2023, we received a request to cancel a specific service. This request was promptly processed the following day, on November 15th, 2023. Subsequently, the confirmation of the Gap cancellation was acknowledged, and a refund amounting to $800 was duly issued to ******* on December 8th, 2023.

  Furthermore, the Vehicle Service Contract cancellation, also initiated on November 14th, 2023, has been successfully processed. A prorated refund of $3,259.10, after the deduction of a $50 cancellation fee, has been arranged. This refund is to be transferred directly to *******, the lienholder, and will be applied towards the outstanding balance of the loan. We expect this transaction to be completed and the monies applied to the loan within the next week.

  I would also like to address our communication attempts with Mr. ******. Despite multiple efforts to contact him via phone and email, we have not been able to establish communication. We remain committed to resolving this matter and will continue our efforts to reach out.

  Please feel free to contact me should you require any further information or assistance regarding these matters.

   

   

  ***** ******
  General Sales Manager ************

  Customer Answer

  Date: 01/16/2024

  Complaint: ********
  
  I am rejecting this response because: the Power Fords general sales manager claimed the refund for the vehicle service contract was initiated November 14, 2023.  I contend that it was not.  I have sent documents proving that (attached to prior communications through BBB).  They contend that they have processed the refund but have not attached any proof.  Nor have they provided any contact information nor documentation proving third party responsibility for said outstanding debt.  Since the $3209.10 refund has NOT been received, no proof of processing refund has been provided, and no proof of 3rd party responsibility has been provided I reject that this matter is resolved.  Power Ford has also repeated the same erroneous claim that I do not respond to calls or texts, without providing any documentation to support their claim.  In previous BBB attached documents I showed all returned calls and texts, I do not answer calls from unknown numbers but I have called or texted back every voicemail, text, and email received.  Since the content of phone calls can not be proven and Power Ford has shown a poor memory for promises made by phone call, I am now only responding via text, email or BBB.  
  
  
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/16/2023

  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.

  I purchased a new vehicle for cash and trade from this business. I requested that my New Mexico license plates be transferred to the new vehicle from my trade. As of this date, the temporary tag has expired and I have not received a new registration or a title for the new vehicle. I had called on two occasions during the past week and was assured I would be receiving a new, temporary registration, but have not received it.

  Business Response

  Date: 12/22/2023

  Hello – Thank you for making us aware of the concern of Mr. ******. We spoke with Mr. ****** on the phone on December the 12th. During that conversation, our Title Clerk, ****** *******, communicated that she had his temporary registration and it was good for 45 days. She said he would receive one in the mail along with a license plate. She explained to him that the license plate he receives will have the same plate number as the one he already has. It seemed like Mr. ****** did not think that was necessary because his other license plate was already a new plate, we explained that this was the process of the DMV. 

  Mr. ******'s temporary registration was mailed out on December 12. It typically takes 10-12 weeks for the permanent license plate to be received from the DMV. We value the relationship we have with Mr. ******, and we never intended to jeopardize it. We will continue to keep Mr. ****** updated on the status of his license plate. The direct line to our Title Clerk, ****** *******, is ************* 

   

  Customer Answer

  Date: 12/26/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/26/2023

  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.

  I purchased my vehicle from Power Ford in Sep 2022. Spent 20k on 2018 Ecosport with 60k miles. Out of the 12 months I have owned the vehicle it has been in the PF service center for 4+ months over 6 trips. Broken down on the freeway while going 65pmh 5 times. Half of visits require a tow to get the vehicle to the shop. The check engine light began turning on shortly after purchasing. Brought it in, was told they fixed an issue that was causing it to come on unnecessarily. Less than a month later the engine oil pan exploded, faulty wiring was found and a variety of other issues have ensued from Feb 2nd and are still ongoing as of today Sep 26th. The warranty I purchased did cover a portion of these issues. I am still out over $1600 in repairs, dozens of hours of my time, missed work shifts, hundreds in rental car costs, and still without a working vehicle. No courtesy vehicles offered since April of this year. General disregard for my time and money. Never communicated. When I purchased the vehicle I told them I had concerns regarding longevity of the vehicle due to how frequently I drive. They assured me that this make and model would be the best fit for me. They failed to disclose any issues on the vehicle as well as failed to inform me that this make and model of car was being discontinued which would result in a dramatic lowering of its market value. Went to the sales department to find a resolution and was told to "take advantage of my gap insurance" (**** ******* and crash my car or have it stolen otherwise my $320 monthly payment would go up to $750 minimum on a used vehicle. Would only give me up to $8000 trade in value which matches the current market but does not take my experience into consideration. Have an 800+ credit score, no accidents, no traffic violations or tickets, have shopped with Ford for close to 10 years and was completely disregarded and that "I had made a mistake" when purchasing the vehicle from them. No real solutions offered.

  Business Response

  Date: 09/28/2023

  Hello – I understand that you are frustrated, disappointed, and inconvenienced by your experience with your 2018 Ford Ecosport purchased from Power Ford. No one should have to go through the litany of issues you've detailed, especially when you expected reliability and longevity from your purchase. We genuinely regret that you're experiencing this, but that doesn't mean we are at fault.
  
  We understand that your journey with this particular vehicle has been far from ideal, which is why we are willing to offer you over-fair market value for your car should you choose to trade it in. I hope you understand that offering over-fair market value is an unusual step for us, taken in light of the particular circumstances you're facing. However, I must clarify that a refund for a vehicle purchased over a year ago is not something we can offer. 
  
  Regarding the discontinuation of the make and model, manufacturers take various factors into consideration when deciding to discontinue a vehicle model. This information is not readily shared with dealers until an official announcement is made, so we had no knowledge of this event at the time of your purchase. I hope you can appreciate that certain developments are out of our control.
  
  We sincerely want to do everything within reason to assist you moving forward, even though we can't offer a refund for your vehicle. If you would like to discuss your options for trading in your vehicle for a car that you are more comfortable in for more than fair market value, please feel free to reach out to our sales management staff. 

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have reached out to the sales department on multiple occasions over the past year. There has been no trade in solution offered that is even close to a reasonable price. 
  

  Ive reached out to try to have someone from your warranty department call me twice in the last week and multiple times before this with no response. If I have to stay in this current vehicle I would at least like to know my options on keeping an appropriate warranty. I request that you reach out to my provided contact information so I stop wasting my time leaving my number and waiting for contact. 
  

  I also still do not understand why I paid $1200 out of pocket on an engine wiring “fix” that did nothing and was noted to still be reporting issues once it had returned to the shop. No explanation of issue given upon final delivery of vehicle and the man who dropped it off nearly took my keys with he left so fast.

  Reaching out on my own is proving to go nowhere. Please have someone contact me with legitimate solutions. 

  Regards,
  
  **** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/13/2023

  Hello – Based on your response, we have attempted to contact you at the phone number listed. We have not been able to reach you by phone and we left three messages on three different days. At this time, we are going to consider this closed based on our initial response to the complaint. If you are interested in speaking with someone about an additional warranty. Please reach out to our General Sales Manager, ***** ******* ** ************. Thank you. 

• Initial Complaint

  Date:08/30/2023

  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 went with my autistic son into Power Ford on 6/20/2023 to buy a used 2021 Ford Escape. It was advertised (I have proof) and was told (repeatably by salesperson ******* and finance manager ***** that it did) that it had a "Ford Gold Certified" warranty. My son and ex-wife drove it back to California (where they live). a few weeks later they brought it into **** ******** Ford for some service and were told it does Not have this warranty according to Ford Records. I have been trying ever since to get Power Ford to rectify this. I've left approximately 10 messages. Actually someone did call back once and said he would take care of it, but my son checked with the dealership in Ca. and they have not. Now Power Ford won't call back at all. It's a Simple Fix for them (according the to dealership in Ca.), but they aren't doing it. It means a lot to avoid a costly repair that is needed for his safety!

  Business Response

  Date: 08/31/2023

  Hello – Thank you for making us aware of this concern. We are in contact with the client and the dealership the vehicle is at for service to rectify this. They vehicle is a certified vehicle and that will show in Ford records. Our General Sales Manager, ***** ******, is in communication with Mr ****** to ensure this concern is taken care of. 

  Customer Answer

  Date: 09/01/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/09/2023

  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.

  Bought a used certified vehicle on 7/3/23 within 3 days of purchase the check engine light came on. It took 13 days to be fixed while having multiple issues of no contact with the service department, leaving messages every day with no answer, and being put on indefinite hold. Each time sales department made promises to exchange the vehicle if the problem persisted. Now just over a month later the vehicle is going in for the 4th time, sales has completely backed out of any assistance offered including giving me a low offer to just trade in the vehicle. Not sure if they knew they were selling me a vehicle with so many problems but the amount of complete lies told to me by the sales department is matched only by the difficulty to get any communication from the service department.

  Business Response

  Date: 09/07/2023

  Hello,
  
  Thank you for bringing your concerns to our attention. I regret that Mr. ******* had a less than satisfactory experience with Power Ford. We always aim for clear communication with our clients, and if there were any shortcomings on our end, I sincerely apologize.
  
  To give a clear picture, Mr. ******* purchased his vehicle on 7/3. Since then, it's been in our service department on three separate occasions:
  
  1. The initial issue was a check engine light due to an evaporative leak in the fuel system which hadn't previously existed. We addressed this according to Ford Motor Company's warranty guidelines.
  2. The vehicle was returned because the initial repair did not fully address the issue. At this point, we replaced a canister purge valve and bracket under warranty.
  3. On its third visit, we replaced a metal line that had a small hole likely caused by vibration. After this, we test drove the vehicle to ensure the repairs were comprehensive and effective. Since this last repair, we haven't noted any other concerns with the vehicle.
  
  It's unfortunate that Mr. ******* had to visit our service department multiple times. Please understand that while working under warranty, we are bound by specific procedures and processes set by the manufacturer.

  On August 14, Mr. ******* expressed interest in trading in the vehicle. Despite our best efforts, we couldn't reach an agreement on a new vehicle. It's important to note that his 2021 Explorer is in good condition and safe for driving. We genuinely hope Mr. ******* finds joy in using his vehicle and is content with his choice.
  
  As of August 18, when Mr. ********* vehicle was ready for pickup, there have been no subsequent concerns. 

   

• Initial Complaint

  Date:03/21/2023

  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 January 27, 2023 my Ford Mustang was towed in to Power Ford for repairs. I had called ahead and they had said that could accept it. At no point did they advise me that they were short staffed, or jobs were backed up etc. The only thing they did tell me was that sometimes dealing with the insurance company could be a lengthy process. Because I was going through the insurance and Because Power Ford is outside of my insurance company's network it required that the insurance company also have their claims adjuster approve of the repairs. A date was set for the claims adjuster to look at the quote and after some urging Power Ford quoted the repairs. According to the app on my phone that tracks my vehicle, my vehicle wasn't even brought into the shop for a proper inspection before submitting the quote to the insurance. My car continued to sit and Power Ford had one excuse after another. One excuse being that they were still waiting on the insurance, which we informed them that as they had already been told, the insurance had already approved it and had already cut us a check directly. It took over a month for the car to even be taken into the shop and once they got it into the shop, they started finding more things wrong and needing more parts etc. Today is March 21st, my car has been in their care for almost 2 months now for maybe a four hour job, and I still do not have it back. I was borrowing vehicles and ended up taking my truck to another shop for ball joints and an alignment, so I could drive it (the other shop had it back to me in 2 days.) Power Ford has not offered me a loaner vehicle or any type of customer accommodations to make up for this. I want my vehicle fixed and returned and I feel like my deductible or at least a portion of my deductible should be waved as well as any additional costs that may have been accrued after the insurance claim got paid due to them not properly inspecting it in the first place.

  Business Response

  Date: 03/22/2023

  Hello – Mr. ****** ****** picked up his vehicle yesterday. We don't like that his vehicle was in are possession for the amount of time it was, but due to a nationwide parts shortage, we were not able to get the parts necessary to complete the repairs until this week. The repairs have now been completed and Mr. ****** has picked up his vehicle. Thank you.