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:01/29/2025

  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.

  We've had our Ford Expedition at Form Romano's service center since June 24th,2024, for a simple air conditioner refill and repair due to a leak. However, it's been over 7 months, and the vehicle has been left untouched for extended periods. Each time we've inquired about the status, we've been told the necessary parts haven't arrived of that fixing one issue has caused another problem. Despite numerous attempts to contact Ford Romano via email and phone calls, we've been met with complete silence, often going 4 weeks without any response. Frustrated with the lack of progress, we reached out to Ford's Customer service and requested a buyback. A case manager was assigned, but even they have been unable to contact Ford Romano. Unfortunately, due to the age and mileage of the vehicle, the case manager informed us that a buyback was not possible. The vehicle has been exposed to the harsh cold weather, which is causing further damage. As a result, we're dissatisfied with the service we've received and formally requesting a buyback due to prolonged neglect and mismanagement of our vehicle's repair.

  Business Response

  Date: 02/14/2025

  The vehicle in question required multiple repairs, and the time frame for those repairs was delayed by a number of factors, including parts availability, shop capacity, the engagement of a 3rd party service contract for authorization and payment, document collection, and the engagement of Ford's technical assistance team.  Throughout the process we have provided a rental vehicle at no charge to the customer to minimize their inconvenience.  While we do not have physical space to store vehicles inside while in service, we have test driven the vehicle after repair and can confirm there has been no negative effects from outside storage.  Our dealership has absorbed the cost of replacing the vehicle's 12v battery in case its longevity was compromised by the long time in service. As of this writing, 2/14/25, the vehicle's repairs are complete and have been for approximately 1 week as we make arrangements to redeliver the customer's vehicle to them. 

• Initial Complaint

  Date:01/24/2025

  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.

  On 10/7/24 the engine of my Ford Escape failed. It was towed to Romano Ford where the vehicle was purchased. There is only 63,700 miles on the vehicle. The engine failed when coolant leaked onto the engine block. I learned that the Ecoboost engines have a defect that caused this failure. Romano Ford told me the repairs were covered under warranty. However three months later (1/6/25) Romano changed their decision. The repairs are no longer covered under warranty. There are Technical Bulletins from Ford Motor notifying Romano of the defect. Romano Ford never notified me. This is a problem with Ford Escapes going back 2013 and the salesman said nothing about the defect. I would think there is an implied warranty that engines should not fail after 63,700 miles. Cost of repairs are over $11,000 not including cost of a rental and loss of use of the vehicle from 10/7/2024 to date.

  Business Response

  Date: 01/27/2025

  When Mr. and Mrs. ************** vehicle was brought to our dealership, their concern was incorrectly identified as a warranty repair.  The warranty period for engine repairs on their vehicle is 5 years or 60,000 miles, whichever occurs first- at 63,000 miles, their repair falls outside of the manufacturer's warranty.  When we discovered our error,  and at the customer's request, we made an assistance request with Ford Motor Company.  We were able to procure partial repair assistance from the manufacturer.  We are continuing to advocate on behalf of the ************* for a more substantial assistance offer from Ford Motor Company, and we hope that we can help broker a satisfying resolution between the customer and manufacturer.

• Initial Complaint

  Date:11/04/2024

  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.

  Our vehicle was taken into Ford 5/24 diagnostic fee paid. Water pump was the issue. Didn’t receive our vehicle back until 9/24. Upon getting our vehicle back there was a knocking noise under the hood. Also a check engine light came on. Called ford spoke with Sarah. Received an appointment for 10/16/24. We purchased a code reader, which read catalytic converter and alternator. Our vehicle had to be towed into ford 10/4/24 it completely broke down. Upon arrival ford found the issues that our code reader read. We asked for a loaner vehicle and was rejected a vehicle by Mike R***. He stated we weren’t over 4,000 miles that was placed in our contract. Upon search of our contract it doesn’t state anything about mileage. Vehicle was returned cleaned better than when picked up. We purchased a rental vehicle for a week. Which was totally expensive. Our vehicle was picked 10/29/24. Upon pick up the noise was still in the front of the vehicle, check engine light went back off again. Contacted Mike R*** 11/1/24. Informed us to bring our vehicle back in, uncertain when they will take a look at it. Also unclear as to Why the technician missed the firing codes. Also states he will not give us a loaner vehicle if our vehicle is being serviced. Contracts are legal binding documents which should be followed. Our vehicle shouldn’t have to be brought back and forth. We want the job completed as priority and to receive a vehicle while ours are being serviced.

  Business Response

  Date: 11/05/2024

  hello all,

  We apologize to Mr. ****** for the amount of time his vehicle was initially in for service.  We have on subsequent visits made every effort to resolve his additional concerns in a timely manner, while working with his extended service contract to minimize his out-of-pocket expenses.  We are happy to continue diagnosing and repairing problems as they arise, including the latest misfire and noise concern, and will do everything we can to minimize his inconvenience.   Unfortunately, we are unable to offer Mr. ****** a rental vehicle at this time.

  Murad A*********

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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.

     See attached letter dated 9/20/23 sent by e-mail and by letter to Elena Ford outlining my frustration and complaint for failure of Ford Motor Co, and Romano Ford to deliver the Ford ******** purchased on 11/11/21. I have called the owner of Romano Ford and spoke to the Sales manager and salesman and no one has given me a date when I can take possession of the 2023 ******** that arrived at Romano Ford on 6/1/23.

  Business Response

  Date: 12/13/2023

  Called business and spoke with Mr. Hourigan and this was relayed:

  Unfortunately, we understand the consumer's frustration, however, we do not have any control over the manufacturer's recall.  We advised the consumer of this issue with the manufacture and we can only wait until we hear from them.  The consumer can always cancel the sale and receive deposit back or wait until we hear from Ford.  

  Customer Answer

  Date: 12/15/2023

  Romano has not stated what efforts they have made to get the part needed from ford motor co or why it has taken over 5 months to get the part or why it has been over 2 years to get a truck purchased over 2 years ago. My complaint has not been resolved. *** *****

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our 2021 ford explorer radio stopped working so we brought it to our local ford dealership to fix because it is still under warranty. We dropped it off on September 22, 2022. They said it would take a week or two. It is now November 29th and we do not have our car back yet. It was one excuse after another. Then when they wanted to give it back we noticed that whatever tech worked on the car had gouged huge scratches in all the panels around the car. After speaking with a manager they verified that they damaged the vehicle and would order new panels. Well that was two weeks ago. We just want our car back. Very unprofessional call representatives and lie after lie from service men from when the car would be done to just calling us back when we would call for an update.

  Business Response

  Date: 12/01/2022

  Hello all,The vehicle was here for an extended period of time due to the ACM being on back order and the repair was extensive as we also had to replace a harness with ACM. Mike F***** and Taylor H**** sat down with Mr ******** this morning and we agreed and are taking care of the trim around the driver front seat as a goodwill to the customer. this matter has been resolved.Murad A****