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:12/05/2024

  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.

  I have a 2020 ford fusion That has under 80,000 miles that’s been giving me so many problems I took it to Germain Ford of Beavercreek they left me stranded on the road transmission broke down took one month to fix had to pay $3500 because warranty doesn’t cover. They said when it should off because it’s under 100,000 miles after one week of receiving the car had a problem right away. Check engine light turned back on, took it back. All they did is cut the fuse off for the check engine light to turn on to say that they fixed it one month later, the car left me stranded again on the road now I took it back. They want me to pay again another 2,500 dollars for the same problem the car still having with the transmission because Ford doesn’t wanna cover I cannot afford to pay anymore. They’re ripping me off.

  

  Business Response

  Date: 01/17/2025

  The vehicle was here on aug 12 2024 for an oil leak, we replaced the rear main seal. Upon removal we found that the flex plate was cracked and recommended the customer to replace since we had the engine and transmission separated and there would be no additional labor. they approved. 

  The vehicle returned on Oct 8^th with a check engine light on and hard to start the vehicle. Ford is common for the purge valve causing this issue.  We replaced the purge valve. 

  
  

  November 30^th vehicle returned for a shifting issue which we found that there is metal debris inside the transmission. TECH FOUND THE VEHICLE HAS CODES P0731-INCORRECT GEAR RATIO FIRST GEAR AND FOUND THERE IS A TRANS FAULT AT THE TORQUE CONVERTER ASY HAS A INTERNAL FAULT CAUSING DEBRIS TO GET INTO THE TRANS AND HT VALVE BODY SOLENMOIDS CAUSING THE TRANS CONCERN NEED TO REMOVE THE TRANS AND OVERHAUL AND REPLACE THE TORQUE CONVERTER WITH NEW AND REPLACE ANY WORN PARTS 

  
  

  We contacted Ford Motor Co and ask for assistance to help the customer. The customer is responsible for $2329.73 plus tax.  This is a goodwill repair from Ford. The customer does not have an extended warranty .

  Customer Answer

  Date: 01/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Florije Troni

  the car was not repaired the correct way the first time why would it break down again after 1 month just paid  paid 3000 dollars now I had to pay again 2,300 dollars that’s over 5000 dollars in repairs for a 2020 ford fusion with under 5 years and  100k miles hello warranty or not that’s not right for the transmission to die out under 80k miles and 5 years 

• Initial Complaint

  Date:09/04/2024

  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 my Ford F150 to the collision center due to it being in a front end collision. I wanted it inspected and fixed to be safe to drive for my son. They did all the bodywork change the rotors a lot of stuff $5000 worth just to later find out the same day from another dealership, Alco that the underneath frame is completely rusted out and I need to total the vehicle out.

  

  Business Response

  Date: 09/24/2024

  We settled on to fix this customers AC for resolution to this. here is the following email that indicates the resolution.

  >>>> -----Original Message-----
  >>>> From: ****** ****** <***********************>
  >>>> Sent: Tuesday, September 10, 2024 10:06 AM
  >>>> To: E***** ******* <***************************>
  >>>> Subject: Re: [EXTERNAL] Re: Ford F150
  >>>>
  >>>> hi, thank you so much for getting back with me and yes that’s fine. **** put a brand new air conditioner in the truck so hopefully the compressor is all we need like he said, but I understand stuff can happen so thank you for letting me know and I should have the truck back within this week and then I could bring it next week anytime if that’s OK?
  >>>> Sent from my iPhone
  >>>>
  >>>>>> On Sep 10, 2024, at 8:27?AM, E***** ******* <***************************> wrote:
  >>>>>
  >>>>> ?Hello ******,
  >>>>>                   So, I will be willing to replace the A/C compressor. Now what that said if we find anything else in the system not letting the a/c work that will be at you charge to fix. Please let me know if you have any questions and when we can get the truck in for the compressor replacement.
  >>>>>
  >>>>> ***** *******
  >>>>> Service Manager
  >>>>> D: ************
  

  Customer Answer

  Date: 09/24/2024

  
  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:12/11/2023

  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.

  Ford had a recall for my ford escape. I competed the recall. The motor blew up regardless of the recall I took to ford which was to prevent this issue in the first place. I then paid $8,500 for a new motor. When they replaced the motor they unknowingly dropped a bolt in the turbo causing the turbo to go out. They then wanted to charge me an additional $3,000 for the turbo repair. I at this point didn’t trust their work and went to a dif mechanic to fix the issue which cost me $1,000+. I shouldn't be paying for additional cost due to there tech dropping a bolt in the turbo in the first place causing it to grind and put shavings in the new motor I just paid $8,000+ for. Ford refused to remedy this and told me they weren’t responsible. They aren’t honoring there work/warranty for this issue. I also have pictures of the turbo with the bolt in it grinding it into shavings. They only offered a new turbo which doesn’t cover any of the cost or other parts I needed to purchase due to the intake and inner cooler being littered with shavings. I ask that monies paid be refunded to me in its entirety.

  

  Business Response

  Date: 12/12/2023

  Good morning,

   

  We are sorry that *** ******* had and issue that was not resolved before this time. We have resolved this issue with *** ******* to his complete satisfaction. No further action needed. 

  **** ******

  General Manager

• Initial Complaint

  Date:10/25/2023

  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 have been trying to get a noise my truck is making fixed since before 1/29/20. Germain Ford had misdiagnosed the sound a few times. It wasn't until I talked to the mechanic directly after not getting the noise fixed that I found out that the issue may be the cam phasers. I took my truck to a different Ford dealership, Interstate Ford, to get checked out on 5/16/23. Interstate Ford diagnosed the noise to be the cam phasers and replaced them. When I received my truck back it was running rough. I took it back to Interstate Ford to fix and they said to use premium fuel although I had never needed to use it before. Of course this did not fix my truck. I then to my truck to Germain Ford to get it fixed. The fist time, on 7/24/23, Germain diagnosed the problem and replaced the timing chain tensioners. My truck was still running rough. When I took it back, Germain said that Interstate did not replace the cam phasers correctly and replaced the cam phasers. Still my truck was running roughly but when they replaced the cam phasers, my power train warranty had ran out. They agreed to look at it again and said they don't here any noises that are not characteristic for my engine. The engine now has a faint knocking sound when idling, has a sound when accelerating and decelerating while driving speeds over 25 mph, and the sound when take my foot off of the accelerator at 25 mph and under that I originally took it in for is now louder and more frequent.

  

  Business Response

  Date: 11/21/2023

  Good afternoon,

   

  We are more than willing to continue to verify a concern with *** ********* F-150. We have had the vehicle multiple times and we have failed to identify an issue with the vehicle outside of normal operating characteristics for his 5.0 engine. We have given a copy of the attached SSM (Special Service Message) from Ford Motor Co. to *** ******* explaining that in our opinion, his is operating as described and these noises can develop over time. The vehicle has not triggered any codes or warning lights and we have also not been able to verify his concerns of performance under extended drives that we have made in the vehicle. Again, we are more than welcome to look at the vehicle again to check and see if something has changed since the last time he brought it in for us to drive in an attempt to verify his concerns.

   

  Thanks,

   

  **** ******

  General Manager

  Customer Answer

  Date: 12/08/2023

  There is no change in the complaint. Germain Ford did nothing to fix my truck. They checked it out and said the same thing they said before, that type of engine just sounds like that. The truck is still running rough, the cam phasers are still making noise, and the truck is still backfiring. The only change I can see is that it no longer revs up to over 3000 rpm when it is first started. They did not fix anything.

  

  Business Response

  Date: 12/11/2023

  Good morning,
  Unfortunately, we cannot verify any of his concerns with the vehicle. The vehicle has not had a diagnostic code triggered and it didn't display any of the described concerns during multiple test drives. The vehicle has connected modem to the Ford service system, and it has not transmitted an issue related to his concerns in the stored 60-day history as of today. We picked the vehicle up and dropped it off at his work, allowing us multiple driving conditions and varying speeds over 40 miles to verify his concerns. I rode with the Service Manager and Senior Master Certified technician to verify their findings myself and made a video of the vehicle starting and running to verify the noise as described in a Ford Motor Company technical communication that was sent in my previous response. We sent that to Mr. Johnson electronically so that he could click the links and listen to a truck with the same engine, that has the identical normal operating noises as described by Ford Motor Company. Currently, we have no reason to believe there is an issue with the engine of *** ********* F-150. We suggest that he gather a 3rd opinion from another Ford dealer to verify his concerns.
  Sincerely,
  **** ****** 
  General Manager
  Germain Ford of Beavercreek

  Customer Answer

  Date: 12/22/2023

  Good morning,

  I do not why this is going on as long as it has. My truck is clearly running rough when idling and at lower speeds. I have continuously told them that the issue with my truck is during lower speeds but they continue to hot rod it and say it is working fine like they said in their email driving it at "varying speeds over 40 miles to verify his concerns". This statement is in complete opposite of my concerns.  My original concerns was a light rattling (valve tapping) at low speeds that is now louder and accompanied by other noises every since they "fixed it".  Yes, my truck is not displaying any codes however, that would be the worst of the three symptoms of bad cam phasers. The other two being poor engine performance and a rattling noise which is what I'm experiencing. The Ford Motor Company technical communication that was sent in their previous response sounded nothing like the sounds my engine is making which makes me question what are they doing when diagnosing my truck. Why would they send audio of a sound to me that my truck does not make? I originally brought my truck to Germain Ford where it was misdiagnosed a couple of times until I took it for a drive with one of there mechanics who told me it was my cam phasers and to bring it back in when I had time. Unfortunately, I decided to take it to a Ford dealership that was close to me. They came up with the same cam phaser diagnosis however, they did a poor job replacing them. I took is back and they told me that I just needed to run premium gas even though I didn't need to for the previous 4 and a half years. That is when I took it to get checked out at Germain Ford.  They initially diagnosed the Timing Belt Adjuster was bad and they replaced it. I took it back because it was still running rough and they said the Cam Phasers the the other Ford dealership put in was bad and they were replacing all four. My truck is still running rough in idle and making sounds after having them look at it twice without doing anything to fix it. They are now suggesting that I take it to yet another dealer to get it looked at when, at their own admission, they did not diagnose it correctly. Who is going to pay for this other dealership visit? My powertrain warranty expired during them changing my Cam Phasers the last time. Replacing Cam Phasers can cost from $800 to $2,500 and they replaced the Cam Phasers and the Timing Belt Adjuster. I don't know if the set of Cam Phasers they put in was also bad nor what else they may have disturbed while "repairing" my engine but I know experiencing engine-related issues that are left unresolved can escalate to more damage to my engine. The following is a link to a web site that more acutely describes the Cam Phaser issue I am having: ************************************************************************************************************************************************************************** This describes the rattling of the valves sound and the chug chug sound like a diesel engine but this does not describe the whistling/ kazoo sound when accelerating that started when they replaced my Cam Phasers.

  

  Business Response

  Date: 12/26/2023

  Good morning,

  We have looked at the vehicle multiple times under various conditions. We have started, listened to, and driven the vehicle cold and hot, at idle and at varying RPMs' and speeds, which is why we used the term "various conditions". We have also had multiple technicians drive and listen to the vehicle as well as members of management. We cannot duplicate or replicate any of *** ********* concerns listed. The parts that have been replaced, and labor to replace them, are under warranty and he has been made aware of this. We feel that he should gather a 3rd opinion from a different dealer in an attempt to replicate or duplicate the issues that we cannot.