Complaints

This profile includes complaints for Germain Ford's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Germain Ford

  7250 Sawmill Rd Columbus, OH 43235-1942

  
• 

  Germain Ford

  354 W Olentangy St Powell, OH 43065-8438

  

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:03/25/2025

  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 have called and left messages for over a month now asking to get a call back to cancel my gap insurance and get the according reimbursement. After 6 calls and 4 messages I have received 0 calls back. It is actively affecting my life and financial stability to have the business ***** my calls and requests for assistance in this matter. Furthermore, to the degree that the amount that i can be reimbursed may be affected by time I do not want to be put off any longer.

  

  Business Response

  Date: 03/31/2025

  I believe that this was handled last week we apologize for the lack of response on this.

   

   

  Customer Answer

  Date: 04/01/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *****

• 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 purchased a car in august *******. I called five days after to tell them something was wrong with the car. The steering was off and the side and back door was opening and closing on their own. I was putting my granddaughter in the car when it closed on us. Luckily i had just got her fastened. As we was driving it opened. I called and was told this waa not a safety problem. When i checked the car fax it dis not show any inspections done on this car before selling. I asked them to please fix these repairs at there cost. One week latermy rack and ***** went out. Had to have new battery, alternator now starter. Have not drove the car since owning it. Have been making my payments. Want a resolution to this.

  Customer Answer

  Date: 12/09/2024

  I just want resolution to all this

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out. We have a completed inspection of the vehicle and have attached the repair order for your reference. Additionally, the vehicle was sold "as is," and we have attached the relevant documentation confirming this.
  We sincerely apologize for the issues you have experienced with the van. However, please understand that it is difficult to predict future issues with a vehicle, especially one that is 16 years old and has ******* miles. While we make every effort to provide an accurate assessment, there is always an inherent risk when purchasing a vehicle of this age and mileage.

  Customer Answer

  Date: 12/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22643745
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/10/2024

  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.

  In September 2024, I traded in a **** 2024 ranger raptor, I was unhappy with that truck and began to look for a company to accept my trade in, I was approached by ******* the sales person from Germain Ford, he looked at my app to see what my pay off was, however this sales person did not contact the loan company to see what the actual loan amount was to pay off the raptor. With this being said ******* also sent the incorrect amount by check to the incorrect location, so I was contacted by my loan company to tell me that I was late on my payment and that it was still accumulating interest. After multiple attempts to contact Germain ford and Brenden I was ignored, I had to use a friends phone in order to get them to pick up and take my call. The proceeded to tell me that they was not responsible for the difference and that I would need to pay off the remaining balance with the loan company myself. Which was ****** that was for the interest that Germain ford did not pay due to all the run around that I was getting from the company. This was the most unprofessional car lot I have ever been to and I am very unsatisfied with the outcome of this business transaction.

  

  Business Response

  Date: 10/15/2024

  Sorry for the inconvenience on this issue, we have addressed this with the salesperson to make sure they respond quicker to the customers.  We have an authorization form stating that if the payoff is different than the signed amount the customer is to pay or if it was higher we would pay the customer back the difference.  It can be tough when dealing later in the evenings with getting the correct information from Credit unions.  Germain Ford will pay all but $200 if the customer wants to pay us with a credit card for the $200 we can take this off her plate.

   

  Thanks

  Customer Answer

  Date: 10/16/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  Bobbi Wildermuth

• Initial Complaint

  Date:01/05/2024

  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 was hit in 8/2022 by an uninsured driver. Car was in the shop til February of 2023. By May of 2023 my car's front motor burnt out (not correctly repaired). I brought it back to the shop and they denied any responsibility and didn't cover it under the warranty. I had to open another insurance claim and pay another deductible. I bit the bullet and filed an “at fault claim” when I didn’t do anything. Didn’t get my car back until December 2023. My car is 2 years old and has spent an entire year in the Germain garage. Vic Butler was also the least helpful service manager I've ever worked with. He ordered the wrong motor for my car repair which set my car back an entire month. He referred to it as "funny". It took six months for the repair. Germain Ford is clearly not capable of repairing electric cars. Also my car was damaged in repair in its second visit and had to go to the body shop for another month and no one admitted that something was damaged.

  

  Business Response

  Date: 01/08/2024

  We are very sorry that the repair took as long as it did, we know that having to file another claim wasn't ideal for the customer although we felt like it was not from the original accident.  The customer did take a bit of time to find the course of action they wanted to proceed with but submitting another claim or not.  He is correct that the Ford parts catalog did have us order the incorrect part as it was the first EV motor we had replaced and some of the parts took longer than normal to receive as well.  As far as the damage to his car we did let him know and had the repair done for the customer.  The whole process did take a very long time to complete and we apologize for that. 

  

  Business Response

  Date: 01/08/2024

  We are very sorry that the repair took as long as it did, we know that having to file another claim wasn't ideal for the customer although we felt like it was not from the original accident.  The customer did take a bit of time to find the course of action they wanted to proceed with but submitting another claim or not.  He is correct that the Ford parts catalog did have us order the incorrect part as it was the first EV motor we had replaced and some of the parts took longer than normal to receive as well.  As far as the damage to his car we did let him know and had the repair done for the customer.  The whole process did take a very long time to complete and we apologize for that. 

  Customer Answer

  Date: 01/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21105589
  
  I am rejecting this response because: 
  My car was damaged in possession and still not remedied. Byers ford let me know during a recall that there was a damaged rail from a tow hook. It also appears they damaged my trunk during possession in storing parts within the car. 
  Regards,
  
  ****** ****

  Customer Answer

  Date: 01/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21105589
  
  I am rejecting this response because: 
  My car was damaged in possession and still not remedied. Byers ford let me know during a recall that there was a damaged rail from a tow hook. It also appears they damaged my trunk during possession in storing parts within the car. 
  Regards,
  
  ****** ****

  

  Business Response

  Date: 02/12/2024

  Germain Ford is not taking any responsibility for the items the customer states were damaged as all the pictures that we have show that the bottom was not like that when the vehicle was in the air at our shop and we never towed the vehicle.  We did mention to the customer that we would help work with him if he chooses to fix it.

  

  Business Response

  Date: 02/12/2024

  Germain Ford is not taking any responsibility for the items the customer states were damaged as all the pictures that we have show that the bottom was not like that when the vehicle was in the air at our shop and we never towed the vehicle.  We did mention to the customer that we would help work with him if he chooses to fix it.

  Customer Answer

  Date: 02/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21105589
  
  I am rejecting this response because: 
  My insurance proved that the damage was not there at the point it was assessed in August of 23 and it was only in their hands between the time it was given to me and I brought it to the other Ford dealer for the recall in January of 24. Attached is the photo. Please log this complaint on Germain Fords record with the BBB. 
  Regards,
  
  ****** ****

  Customer Answer

  Date: 02/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21105589
  
  I am rejecting this response because: 
  My insurance proved that the damage was not there at the point it was assessed in August of 23 and it was only in their hands between the time it was given to me and I brought it to the other Ford dealer for the recall in January of 24. Attached is the photo. Please log this complaint on Germain Fords record with the BBB. 
  Regards,
  
  ****** ****

• Initial Complaint

  Date:08/11/2023

  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.

  I own a 2018 Ford F-350 pickup truck (1FT8W3BT4JEC09580). This truck was built with the Ford 6.7 “ Powerstroke” diesel engine. I purchased the pre-owned vehicle with 32,000 miles, from Germain Ford (Sawmill Rd, Columbus, Ohio), in February of 2020. The vehicle had the balance of the factory warranty. After being solicited by the sales person at Germain at the time of sale, I also purchased a “Gold” level warranty the dealership was offering through Fidelity Warranty at a cost of approximately $3400. On June 17, 2023 the vehicle failed and the truck suffered what is commonly known as a “catastrophic CP4 fuel pump failure”. This well known problem. The repair cost of approximately $10-$13,000. I was told by service advisor ******* ***** at Germain, that the repair cost would be my responsibility and that the warranty coverage would not apply. ***** offered no proof to support any of the statements he made. I asked ***** if he needed copies of the warranty policy because after reading it closely, it was clear to me the components that failed werecovered. ***** indicated he had all the policy information needed and he didn’t need me to send him any language. ***** told me the repair costs would be about $12,000. The truck has been at Germain Ford for nearly seven (7) weeks, with no repair date assured. On August 10, 2023, I opened a customer complaint case with Ford under CAS- 44398042-Y5P7C9. Clearly, this has been a nightmare from a consumer perspective. I have been without a vehicle for seven (7) weeks having to borrow vehicles for my daily commute. The primary reason I purchased the truck and use during the summer months has been totally disrupted. The product liability issues with Ford are well known and the subject of several class action lawsuits. The warranty appears to be worthless. I am seeking the truck to be repaired immediately and the towing charges reimbursed.

  

  Business Response

  Date: 08/14/2023

  I understand the customers concern, the warranty company has agreed to pay a portion ,Ford has agreed to pay a portion of the repair and Germain has agreed to discount the labor to assist the customer as well.  We are just waiting on the customers approval for the $2418 to do the work as the rest will be taken care of.  When we have his approval we will perform the repair as quickly as possible.

   

  Thanks

  Customer Answer

  Date: 09/13/2023

  [email protected]
  10:06 AM (6 hours ago)
  to info
  
  Attn: ****** ***** Complaint 20455517 I agreed to pay the $2200 difference only to find out the next day the dealer never ordered the parts as I instructed weeks before. Now 4 weeks later … My truck is still not repaired !! This is now going on 3 months !! There is no end is sight and parts are unavailable - national back order. Now the dealer wants the “loaner”, vehicle back.  I need to you escalate this matter to whomever makes decisions at Ford (if anyone can/does), they need to buy this vehicle back from me.  I need a reliable functioning vehicle - a heavy duty pickup truck and it appears obvious Ford Motor Company can not provide such a product.  I need your immediate attention to this matter. Something needs to be done ! This is a consumer nightmare. ******* ***** ###-###-#### ****************
  
  Sent from ******* ***** (****************)

  

  Business Response

  Date: 09/13/2023

  We have done everything on our end that we can to get the customer the part.  We also supplied him with transportation as well and we gave him a number that we will buy his vehicle from him as we understand the frustration that he is going through and if we could get the part we would get the job performed asap for the customer

  Customer Answer

  Date: 09/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20455517
  I am rejecting this response because: #1 the offer to purchase the truck was a very low ball offer compared to verified market prices and in part based on the fact the dealer has no idea when the truck will be repaired. Which is of course the root issue. Clearly, I have suffered diminished value if I sell the truck at this price. Ford Motor Company and its dealers have known about this component defect and have done nothing to increase production of the necessary parts to make the necessary repairs.

  This is a consumer's worst nightmare. A truck I can't drive and can't sell without getting "scalped". 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:08/03/2023

  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.

  On May 23, 2023, my 2017 Ford Edge Titanium with 2.0 Ecoboost was dropped off at Germain Ford's service department for diagnostic of engine issues. My check engine light was on with the engine code of P0303, a cylinder 3 misfire. The issues I experienced were rough starting, smell of gas present during starting, and frequent loss of coolant. My technician called later that day with news that I was due for a tune-up, but my vehicle was fine otherwise. I authorized changing the spark plugs, and was charged $518.57 which included parts, labor and the diagnostic testing fee. I moved to Florida on July 23rd and have had no use of my vehicle since then. Fast forward to August 3, 2023, and my car is now at Sam Galloway Ford in Fort Myers, FL, receiving a full engine replacement because of the known coolant leak issue impacting my make, model and year. It is believed Ford will cover the replacement under my extended warranty because this is a known problem. There is a class action lawsuit, Miller, et al. v. Ford Motor Company, seeking damages for Ford knowingly selling a product with a known defect. TSB 19-2346 was published about the issue as well. I am seeking a refund of $518.57 for failure to diagnose a known problem, and charging me for services I may not have needed at the time. Attached is my service record from Germain Ford on May 23, 2023

  

  Business Response

  Date: 08/08/2023

  Germain Ford did service the vehicle belonging to ****** ***** on 5/23/2023. During the phone conversation with our service advisor the possibility of coolant intrusion was discussed. Our technician and the advisor were aware of that possibility.

  The technician findings were as follows:

   CEL(check engine lamp) NOT ON. SELF TEST, FOUND P0316, P0303 STORED IN HISTORY. COOLANT LEVEL OK AT THIS TIME. PULLED CYL 3 SPARK PLUG AND PERFORMED COOLANT PRESSURE TEST. NO COOLANT INTRUSION FOUND AT THIS TIME. VEHICLE NOT MISFIRING. CHECKED SPARK PLUG FOR SIGNS OF WEAR OR DAMAGE AND FOUND SOME CARBON TRACKING ON THE PLUG. RECCOMEND REPLACE PLUGS AND BOOTS AND RETEST

  During the service visit no signs of coolant intrusion was found. Our technician did find carbon tracking on the spark plug which are signs of a misfire. We did replace all the spark plugs and the spark plug/coil boots. We cleared and history of fault codes and performed a post repair road test with no concerns present. Our technicians are factory trained and have access to all Ford Technical Service Bulletins. The repairs that were performed were accurate to the technician findings, thus the charges were correct. 

  Customer Answer

  Date: 08/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20419055
  
  I am rejecting this response because I'm not satisfied it.  A certified technician should have been competent enough to know to investigate a known engine coolant leak based on my symptoms, as well as being knowledgable that the 2017 Ford Edge 2.0 Eco Boost engines are prone to engine coolant leaks. 

  The service notes from Germain Ford are: BASIC CHECK ENGINE LAMP DIAGNOSIS; CEL: MISFIRE & COOLANT LEAK /
  RATTLE ON START WITH FUEL SMELL.  

  TSB 19-2346 states:

  Summary
  This article supersedes TSB 19-2208 to update the parts list.
  Issue: Some 2015-2018 Edge and 2017-2019 Fusion/MKZ/Escape/MKC vehicles equipped with a 2.0L
  EcoBoost engine may exhibit a low coolant level, white exhaust smoke and/or a runs rough condition with
  or without an illuminated malfunction indicator lamp (MIL). Diagnostic trouble codes (DTCs) may include
  P0300, P0301-P0304, P0316, P0217, P1285 and/or P1299 stored in powertrain control module (PCM).
  This may be due to coolant intrusion into the cylinder. To correct the condition, follow the Service
  Procedure steps to replace the long block engine assembly.
  Action: Follow the Service Procedure steps to correct the condition on vehicles that meet all of the
  following criteria:
  • One of the following vehicles:
  - 2015-2018 Edge
  - 2017-2019 Fusion/MKZ built on or before 8-Apr-2019
  - 2017-2019 Escape built on or before 16-May-2019
  - 2017-2019 MKC built on or before 18-Apr-2019
  • 2.0L EcoBoost engine
  • Presence of coolant in the engine cylinders, white exhaust smoke and/or a runs rough
  condition with or without an illuminated MIL
  

  Based on the service notes provided and the TSB summary, I am not confident the proper care was taken to troubleshoot the actual issue with my vehicle. 

  ****** *****

• Initial Complaint

  Date:07/14/2023

  Type:Customer Service 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.

  Got our Ford150 2017 at around 10,000 miles In December 2017 , a few days had gone by we had to take the truck to the shop because the battery was bad and they had to replace it and also mention the truck rattling when starting it and that the lock on the doors would freeze. They told me that they couldn’t hear any rattling and that there where no recalls at the time. In 2021 I took it in for the same rattling reason and because I was having a significant amount of oil leak I took it February 26 and gave me a loaner for about a week and I was without my vehicle for almost 2 months my truck was returned to me with flat tires and an advice to take it across the street to get new tires which I did to get back home( they did help put in spare tire at least). The next day I notice the oil leak was still there and that the problem had not been resolved which had me taking the truck back for a second time at this point it was frustrating because I live 40 minutes away from the dealership shop. In October of the same year 2021 I took it for an oil change and mention the truck kept rattling but they said that no recalls where in place for that issue . In 21st February 2023 I mention it again and they said camshaft needed fix under recall they had my truck 2 weeks without a loan car and which I had to pay to make it back home I got my truck back and now when I drive there is a strong burnt rubber/oil smell coming from it , I have submitted a buy back through Ford program which has been declined because they are stating is over the warranty period and they are telling me to take it back to the shop. I am almost done paying my truck and it’s at 103,000 miles and I don’t want to keep having safety and mechanical issues with my vehicle . Ford needs to investigate my case and approve me with the buy back program and compensate me for having my truck for so long without a rental. I only want all my hard earned money Back i put in so I can buy a reliable vehicle.

  

  Business Response

  Date: 07/24/2023

  We understand the frustration of the client although it seems like their issue is with the manufacturer not the dealership as unfortunately we don't have a way to get Ford to purchase a vehicle back it is between the customer and the manufacturer.  We would be more than happy to purchase it from them or assist with a deal on a newer truck at the dealership.

  Thanks

• Initial Complaint

  Date:06/16/2023

  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.

  Took my Ford chassis motorhome to Germain because the cruise control didn't work. I told *******, it's not caused by the illuminated ABS light because the cruise has worked for the last 7 years, up to now, with an intermittent ABS light. I was told, a week later, I needed an ABS wheel sensor and the total charge would be 345 dollars. I again told him I didn't think that was the problem but he assured me it was. Another week went by and I hadn't heard anything so I called. I was told that the new sensor hadn't fixed the problem but now I needed a new ABS control module that they couldn't find. I asked if they could install a used one and was told no. I've later found out the part is no longer made. I picked up the motorhome expecting to pay a 345 dollar bill but now the bill was 593 dollars...parts, labor and diagnosis fee. I said, well your diagnosis was wrong and I still pay for it? I left 593 dollars poorer and my cruise control still doesn't work. And now...the ABS light isn't intermittent, it's on all the time.

  

  Business Response

  Date: 06/19/2023

  The extra charge was for the $199 diag fee which was disclosed to the customer upon drop off of the vehicle and the $345 was for the sensor and the labor to install it. 

  Thanks

  Customer Answer

  Date: 06/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20194206
  
  I am rejecting this response because: 
  Their diagnosis was wrong and didn't fix the problem. They replaced a part that didn't need replaced and I told them what they were replacing wouldn't fix the issue but they insisted it would.
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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 new 2022 Ford bronco it has had several problems I called ford to do a buy back they told me to pound sand so far 2 recalls one with fuel one with breaks the breaks will have to be fixed again then it likes to just turn off when I’m driving at 65 mph I have to cost to the side of the road and turn it off again Ford has had very pour customer service and clearly does not value safety

  

  Business Response

  Date: 05/17/2023

  We are sorry that the customer has had multiple recalls on the vehicle unfortunately the dealer has no control over them.  We advised the customer to reach out to Ford and it sounds like a buyback at this time is not something that they are interested in doing for the customer at this time.  

  Customer Answer

  Date: 05/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20050821
  
  I am rejecting this response because: 
  
  Regards,
  
  **** ****

  i should not have to keep sitting hours at a dealership to get my new vehicle fixed i can’t even get. A loner vehicle I am requesting  a buy back or a buy and keep for my time and trouble !

• Initial Complaint

  Date:01/20/2023

  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.

  purchase 12/07/22 Germain Ford Service Department on Sawmill Road Servicing Brakes that squeaked and continue to do so. Problem started days after my purchase of this new vehicle. No resolution has happened. They continue to say they can't find a loaner car for me.

  

  Business Response

  Date: 01/26/2023

  ***** has left the customer a few messages stating that we have a rental for her and we would even come to her to swap out and haven't got any response.  We understand the frustration that this has caused the customer, which we never want to happen and understand that if she feels she can receive better service from another location but we are here if she needs anything in the future.

  Customer Answer

  Date: 01/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18866951
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *******

   

  Rejecting this because when my complaint was filed I had been waiting over a week and more for a loaner that they said was unavailable.  In the meantime whatever is wrong with the brakes was possibly getting worse.   And perhaps even dangerous for me to drive.   

  And I can't keep driving over to the other side of the city.