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:08/19/2024

  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 bought my Ford ******** back in 2017. It’s been one issue after another with it. The most recent starting 2 years ago when one of the turbos went out. They fixed that and a year later both turbos went out. They fixed those and then a few months later they both went out again. They fixed them and replaced the catalytic converters but charged me saying the catalytic converter was the cause. One month after getting my car back both turbos go out yet again it stops running all together and just poured smoke from the exhaust and it’s still with Ford currently three+ months later. They’re saying they’re replacing the turbos, catalytic converters (yet again) and also replacing a fuel pump? But it seems silly to keep replacing the same parts when clearly something else is the cause of the problem

  Customer Answer

  Date: 08/20/2024

  Yes. Originally corporate Ford gave me an extended warranty to mitigate the lemon law process. As I filed a complaint with you guys years ago.
  Well the issues have continued past the extended warranty and kerry ford warranties the parts they’ve replaced. so now the already replaced parts are covered but any new issue wouldn’t be covered 

  Business Response

  Date: 08/27/2024

  *****
  
  Thank you for bringing the customer issue to our attention.  I will go over the history of the car and what we are currently doing to repair the car.  The car first came in for a turbo issue on 4.30.22 at 100,741 miles on ** ******.  The complaint at that time was oil burning causing white smoke to pour from the exhaust.  At that time, we replaced both turbos spark plugs some trim items at no cost to the customer.  The store took care of this repair for them as a goodwill gesture.  The car then came back on 11.29.23 at 130,715 miles.  The complaint was that the car has white smoke coming out of the exhaust.  We found that the turbos had failed again so we replaced the turbos under warranty again at no cost to the customer.  When the turbo failed the turbo shaft put pieces of the turbo through the exhaust which caused damage to the catalytic converters.  The customer was quoted the converters as they were not covered under warranty at a discounted price and the customer approved them.  The car is now back as of 5.28.24 at 134,000 miles on ** ******.  The complaint was that the car is blowing heavy black smoke.  After diagnosing the car, we found that the turbos had failed again.  After doing further diag we found the oil pressure was too high on the engine due to a oil pump failure which caused the bearings and seals in the turbos to fail.  We are currently replacing the oil pump, both turbos and the converters on the car.  The converters are the only part that is under any type if warranty with ford since they were just replaced.  The turbo warranty goes from the start date of the original turbos install.  Since the customer has had such a issue with this we are completing the repairs at no cost to the customer as a 1 time goodwill from Kerry Ford.  WE also have given the customer a brand-new ******** to drive while we are repairing the car.  Again, nothing is covered under Ford Motor company except the converters.  We feel that we have done everything in our power to take care of the customer on our end.  We will not be offering a refund as we are taking care of this repair for the customer.  As far as a replacement car the customer would have to contact Ford Motor Company for that.  I have attached the repair orders that have been mentioned in this.  We will contact the customer when their car is ready for pickup.
  
  Steven R*****
  Fixed Operations Director
  Kerry Ford

• Initial Complaint

  Date:09/13/2023

  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.

  4-10-2023 I used car **** *** ******* *** 14,000 org miles mint condition had been leased never titled. I had 3 things non-negotiable my trade, I was bringing my own finance. I was 1 payment short of paying off a $30,000 loan & I was traveling from ****** to ********** would arrive by Noon the next day. They said my payments would be 60 mons approx $600-$700. I had told them on the phone previously I would not go over $450. per mon. They re-figured & offered $425 & i accepted. i also purchased an extended warranty for $2,500 for 7 yrs & that upped the payment to $454. They offered me $7,500 for my trade-in & I wanted $10,000. I said "no deal" & was going to leave when they agreed to $10,000. I noticed something on the back hatch door. He said it was bird poop. They sent it for a car wash. Now I spent the whole day there. it was after 4:00 pm. When I got home I was sick. The next day I noticed a scratch on the hatch back door.The driver seat does not adjust, I checked it was and recalled a stripped bolt & could cause a fatal accident. The dealer said there was not recalls on the car. I noticed the finances through GMC not my finance company that I told them I wanted. My numbers on my contract added up to $40,000 for a $28,000 car. with a payment at 7 yrs. not 5 yrs. I complained to GMAC, & called the dealer Tt salesman, & loan dept. I will not drive this car, I was in a near fatal car accident yrs ago & lost an eye, hit the windshield lost my college sport scholarship & could not go into the Navy. I will not drive a recalled car that was not fixed & was lied to by the dealer. On 5-20-23 @ 8:00 am I took the car back to them. The seat bolt was stripped! They ***ered the new parts & were to fix the hatch door scratch. I didn't have a car until 6-15-23 with no loaner car offered to me. They would put finance on hold until I got a safe car. GMAC is now saying my payment is late.Sent to Collections. Another dealership finally repaired my car. I called GM.

  Business Response

  Date: 09/13/2023

  We have done everything we could to help. ****** threatened one of my employee. Her ***** was 'If Josh comes up missing it wasn't her" She said that when we told her Josh would bring a car up to switch with her to get her vehicle looked at. I personally have spent over two hours on the phone with ****** and I maybe talked for 5 mins. She talked and yelled the rest of the time. I am not willing to do anything. 

  Business Response

  Date: 09/13/2023

  I offered to go get her a car and leave a vehicle with her until be brought her vehicle back. That's when she threated to do something to one of our employees. After she did that I was not willing to help.

   

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Kerry F*** lied about the scratch and I was forced to get it fixed as well as the recall at another dealership. They made the final loan payment on my trade-in vehicle late and it is reported to my credit as a late payment and ruined my credit. They need to correct my credit report. My new vehicle was to be financed through IH Financing and not GMAC. They need to address and fix this issue. I requested my loan be for 5 years and not 7 years. They need to address and fix this issue.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:03/17/2023

  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.

  My name is ******* ********* a 72 year old male on a fixed income. I took my 2008 Ford Explorer Sport Trac to Kerry Ford Service Department on December 9th, 2023 for an issue with hesitation upon acceleration and was jerking. I was called and told it was diagnosed and needed a rebuilt transmission at the cost of $6663.55 for rebuilt trans, labor and tax. I agreed to have it repaired because I put trust in Kerry Ford that they had technicians that were qualified to diagnose the problem, after they put a rebuilt transmission in I picked the truck up on January 1, 2023. On the way home, still had the same problem as before. I returned and left the truck again only to be called and told that the rebuilt transmission Kerry Ford Service Department put in was bad and they would have to order another transmission. After keeping my truck for a few more weeks I was called and went to pick it up again and on the way home there was still no improvement, I called and was told to bring it back in which I did on February 17, 2023. I had been searching the internet and actually found a video on you tube from a Ford technician about the exact year and make as mine that was having the same problem. I showed the shop foreman this video where my problem was diagnosed as a cracked ignition coil pack because the electrical leakage can interfere with the KCM and the PCM which are computer controls that tell the transmission what to do. I was called again on march 3, 2023 and was told that my truck was ready and they did have to replace an ignition coil pack which was cracked and they also replaced my spark plugs and Kerry Ford was not going to charge me for the labor or parts for the spark plug and ignition coil pack they replaced. Picked the truck up and everything was fine, problem was solved. I feel that my problem was misdiagnosed by their technician due to them replacing the transmission two times and still no improvement. I spoke with Tony B and he refused to talk to me about a reimbursement for the cost ($6663.55) of transmission although they were at fault by not diagnosing properly. I would think that a dealer Thank you in advance for anything you can do to help me with this.

  Business Response

  Date: 03/21/2023

  Complaint has been resolved 

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *********
  

• Initial Complaint

  Date:10/06/2022

  Type:Sales and Advertising 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 used vehicle from Kerry Ford in April of 2021. The sales manager (Dave M****) talked me into buying Gap insurance. He also told me that I could cancel the GAP insurance after 1 year if I wanted. I recently ( last week of September 2022), tried calling and talking to Mr. M**** about cancelling the GAP insurance. I called 4 times in that same week, left my name and phone number 3 times on his voicemail. He never returned my calls. I just want the GAP insurance cancelled and remainder of the $1250 it cost me.

  Business Response

  Date: 10/16/2022

  This should be resolved. Gap was canceled 

  Customer Answer

  Date: 10/17/2022

  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:07/15/2022

  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.

  My **** ***** has been in the shop for 90 days for a TCM repair. They say the part is on back order. My only mode of transportation. They claim they have no loaners, which is not believable, and expected me to pay out of pocket for a rental, which as someone on a fixed income, I cannot afford. I am an individual with a disability and everyone I’ve talked to and myself think they’re taking advantage of me

  Business Response

  Date: 07/15/2022

  There is nothing we can do for this. The part is vin specific and it comes from ford. There isn't a aftermarket part for him. The part has been ordered. As for a loaner. There is a car shortage in the US right now and all dealership have about 90% less cars available then we have in the past. He can contact ford and he will get the same answer we are giving him.