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:03/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 this vehicle September 2024 Was in and out of service department over 60 days since purchase Ford sold me this vehicle as a new demo and now I am discovering the frame of the vehicle is possible bent from a major accident. I was told it was scratched coming off the truck. I just want out from this deceptive company. I uploaded a detailed report that I sent to the *** as well explaining some of what has occurred.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 absolutely disappointed with this dealership. We purchased a car towards the end of 2024, barely drove it for two months and the car had to be taken to the shop another dealership per their recommendation. I filed a BBB complaint after having 0 calls returned, then the complaint triggered them to respond. They gave us a rental and were seemingly addressing the issue. The car was in the shop for almost 2 more months. We just got it back and had to take it right back, now there is another mechanical issue. It’s beginning to appear they sold us a car with issues. The service manager has yet to return our call. Another example of being unprofessional.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was having problems with the transmission on my **** **** ******* *******. I took it to the dealer at Northgate. They had it 3 weeks and nothing was wrong with it. The problem still occurred I took it back. They finally realize it needed a transmission code me 8to$10,000 for this job and I’m still experiencing issues they did not do the job correctly. I took it back today. Waste of time tony refused service and they told me take it somewhere else. This is bad business!

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Northgate Ford did service without my authorization for said part then refused to give me my vehicle until I paid it!

• Initial Complaint

  Date:01/07/2025

  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.

  10/29/2024 My husband and I purchased a car. We have tried to cancel the extra service contract that was sold to us and poorly explained. We have called twice and sent a letter, with no response from the financial department.

  Business Response

  Date: 01/08/2025

  Please have the customer contact me directly and I will ensure the warranty will be cancelled.   

   

  Cheryll M*****

  General Manager

  Northgate Ford

  ###-###-####

• Initial Complaint

  Date:12/08/2024

  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.

  I purchased a 2024 Ford Bronco Sport (*****************) from Northgate Ford on Nov. 18, 2024. The salesperson had a death in the family and was unable to be there for the delivery, which I fully understood. The delivery was handled by the manager and consisted of driving the vehicle out the door because space was too tight for me to drive out comfortably, handing me the keys and saying that I'd be contacted by Ford in a couple of days to set up apps. etc. There was almost no one in the showroom and several salespeople were apparently not busy on a weekday early afternoon. I sold Fords and when a salesperson was not available, a manager or another salesperson would fill in. Had I not already bought, no doubt someone would have filled in. It is now Dec. 8, 2024 and I still have no idea if any of the safety features or features that I paid for actually work. I have had zero contact with Ford or Northgate. Everything that I know has come from FB groups and You tube searches which sometimes offer different answers to the same question. I barely made it home one evening because the wipers were unfamiliar to me. Fortunately I was only a few blocks from home when it started pouring. I Emailed Northgate Ford Dec. 5, 2024 and have heard nothing back. I am 73 and I am not tech savvy. I sold Fords 20 years ago and my new car delivery was so extensive that people walked out or fell asleep with the extremely limited technology at the time. This one took less than 60 seconds with ten times the features. I also did a follow up call 7 days after delivery which apparently is no longer a thing at Ford. I now have to explain to my neighbors why I do not drive my new car. They never told me how.

  Business Response

  Date: 12/26/2024

  Good afternoon

   

  Thank you for your feedback.  I would like to resolve this issue.  Please call me at your earliest convinience.   

  Sincerely

  C****** M*****

  General Manager

  Northgate Ford 

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

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 daughter's car that I purchased in August 2024 from a sister company ended up with transmission issues. The car was turned into Nortgate Ford October 22nd and we did not find out what was partially wrong with it until October 24th. After they fixed what they thpught was wrong and test drove it they found therr was something wrong further with the transmission and ended up getting that fixed and picked the car up Oct 30 which they wee asked to call my daughter and instead called me instead in which the call the car second part of the repair needef was missed and the repair being done was missed. The trans action to pay was a split payment $1000 dollars from my checking which was taken and a $937.70 from my credit card to make the full total charge $1,937.70. Instead they took $1000 from my checking which they posted November 1 and the full amount of $1,937.70 from my credit card and they are saying they cannot find what they took from my debit card and only show a receipt from the credit card. Which now I am out of $1000 no matter how you look at it.

• Initial Complaint

  Date:05/23/2024

  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.

  My vehicle went to Ford Colerain back in October 2023 due to a recall with the transmission bushing switch. After it being there for a little while I got it back and just a few days later the transmission went out, transmission light flickering car completely stopped. I got it towed back to Ford paying another $200, on top of spending $300 something dollars on a battery they said I needed and they put in....Ford called me a few weeks later saying it wasn't on their end and that it would be around 8k to have it fixed. The Car is almost paid off, and that is more then half of what i paid in total for the car, so I definitely wasn't fixing it myself. They told me to start a case and file with corporate. I did that. They started my case, they did give me a case number and I can't find it. I tried calling back to get the case number, no answer. Another couple weeks go by or so and then Corey A******** calls me to let me know the case was denied and I could appeal. They were never able to be reached to start an appeal. I called to try and get legal help, and haven't heard anything. I've been trying to get ahold of Ford and have been spun around and sent to voice mail. The people I need to speak to are never there the time I need to talk to them., I've called all times of the day and left multiple voice-mails, I finally talked to Austin about 10am or earlier and was told he didn't see my keys that they must be with Corey A******** who is a manager I believe. Austin proceeded to tell me I would 100% hear something back that day or the next, which was early/ mid May, from either Coey or himself to let me know what the next steps would be on me getting it towed back home....I have talked to the receptionist and left multiple voice mails letting them know I am not abandoning my vehicle(**** **** ******), and that I've been trying to get the vehicle towed back home since I wasn't interested in paying the almost 8k for something I believed they caused/broke in the first place

  Business Response

  Date: 05/24/2024

  We did a shifter cable bushing recall, which has nothing to do with the transmission failure. When it was brought back to us, the battery was dead making it impossible to properly diagnose. Once a new battery was installed, the vehicle was transferred to our transmission shop where it was determined that the vehicle was in need of a transmission replacement. The vehicle is beyond 7 years old and has over 100,000 miles so we, as the dealership, are unable to apply for any assistance through GCCT (FORD). The customer, not being pleased with the estimate, was told that she should reach out to Ford and seek assistance. After some back and forth with Danita at Ford, Danita was forced to deny the claim due to the age of the vehicle and the fact that she had no CLV score. This information was relayed to the customer, who wanted to appeal the claim. That led to the same result. She then informed Megan that she would figure out a day and time to have the vehicle towed off the lot

• Initial Complaint

  Date:01/02/2024

  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.

  Hello, the nature of my dispute is multiple failed attempts to repair my vehicle. After getting an oil change at the dealership on 11/06/2023, the car has not been the same. The vehicle was dropped back off to ford a few days later on 11/10. Two weeks later, we picked the car up on 11/29 after a new rear differential was installed . Driving home, the vehicle was still making noise, pulsating, and the airbag light came on. We took the vehicle back to ford on 12/01. We were told the vehicle needed to be driven 200 miles to learn our driving habits and would fix itself. I refused to leave with the vehicle as if felt unsafe. Ford provided a rental car that did not fit my family size and kept my vehicle. It was ready on 12/13. After a few days, the car once again felt wrong in the same ways with new issues. We put 200 miles on the vehicle and it kept getting worse. We had ford pickup the vehicle this time on 12/21. We were provided rental that fit our family this time. Ford replaced the transfer case and the vehicle was picked up on 12/29. Our vehicle is now swerving back and forth when driving and still feels unsafe to drive. We drove 200 miles once again to see if that would solve the issues and it did not. I have attached all service documents. I noticed the dates on them only represent when work was done, not the date of drop-off. At this point, we are so tired of driving the hour round-trip to drop off and pick up our vehicle that does not seem fixable. We just want to be done with this vehicle but feel trapped with the reaming lease and loss of downpayment and trade in equity. Thank you for taking the time to read this. It feels good to get it out in writing!

  Business Response

  Date: 01/12/2024

  Please have the customer give us a call to discuss her issue further.   Our Store number is ************ or our Service Manager is **** *******, and his direct line is

   

  Thank you

  Cheryll M*****

  General Manager

  Northgate Ford

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

  Business Response

  Date: 01/16/2024

  Good afternoon-

  We can not resolve an issue without speaking with the customer and driving the car. As a convenience for all customers, we do offer pick up and delivery, free of charge. In our prior response, we listed our Service Managers Cell number, to ensure she was able to get someone on the phone, at her convenience.
  

  Customer Answer

  Date: 01/23/2024

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

• Initial Complaint

  Date:03/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 rust protection program through northgate Ford which they partner with ******* on. The protection plan requires an annual renewal in which ******* reapplies the rust protection. Ford advised at purchase of the truck that if I purchased the rust protection through them the annual renewal was free for the entire time I own the truck, because they have a partnership with *******. When I took my truck for the annual renewal ******* said they don’t have an agreement with northgate Ford and charged me $200. I lever several voicemails with Northgate ford, and spoke to the manager who advised she was looking into it. And eventually stopped returning my calls. I purchased the rust protection because I planned on keeping the truck for 20 years.