Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/11/2024
Type: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 read a post on here with the EXACT situation. I purchased 2 cars in January 2024. I have contacted the finance department several times... Including recently and said it may be 16 weeks. I have emails with the paperwork. I have spoken to thr manager who said they would fix it. Nothing. I am owed for 2 different vehicles!
Business Response
Date: 05/22/2024
One of the two has been refunded to the lender , the second one is still in process . I am not clear why the refunds were not together.Customer Answer
Date: 05/28/2024
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.Initial Complaint
Date:01/22/2024
Type: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 my current vehicle from montrose ford in August 2023. I had my own financing lined up when I went into buy the truck. They told me I had to use their approved financing and that I could refinance with my bank once the purchase was completed so that's what I did. Their financial institution was *** ****** *****. I refinanced my truck with my own bank ********* ****** ***** in September I was told I would need to contact montrose to cancel my gap insurance and issue me a refund. I contacted them and on October 3rd after quite the run around I got a text message from their manager ***** ****** saying that the gap Insurance was canceled and my refund should be issued shortly. In December I contacted montrose to inquire why I had not received my gap insurance refund they told me I never filed for it and I had to start the process over again with ******* *******. That ***** had been fired. ******* told me that they issue checks on the 10th and I missed the deadline for December's refund. It's January 2024 and now she's saying that once a refund check is filed for it takes 16 weeks to issue a check. Id just like the money they owe me.Customer Answer
Date: 01/29/2024
This case should be marked as resolved. Montrose ford mailed me the gap refund check and I received it in the mail today. I am not sure if you getting involved resolved it. But I was unable to achieve anything until after I notified you.
Thank you sincerely for all your help.
Initial Complaint
Date:01/12/2023
Type: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 girlfriend hit a deer I took her car to Montrose collision with an estimate of $3100. In the end the repairs in at just under $10k. I went to pick up the car and something is grinding or rubbing somewhere around the front driver side tire. It was not making the noise before I dropped it off and the insurance won't cover it. Montrose wants me to pay diagnostics and tow fee out of pocket for something they did. The vehicle has been at Montrose collision for 2 months now and it's mechanically worse than when I delivered it 2 themBusiness Response
Date: 02/06/2023
[BBB transcription via phone call]
The business stated the vehicle had check engine lights on and they sent it to a Chevy dealer to diagnose the issues from the accident. Those issues were then addressed. Meanwhile a part was rusted off. The consumers insurance did not cover this. The business took care of everything the insurance covered and went above and beyond for the consumer by taking the vehicle to the Chevy Dealer when the engine lights were on. The business offered to repair the rusted part at a discounted price, but will not fix it unless the consumer pays out of pocket. The consumer declined.
Initial Complaint
Date:10/12/2022
Type: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 DROVE my vehicle to Montrose Ford because my dashboard lights came on indicating a problem. Montrose Ford had another Ford dealership pay for the diagnostic testing (as Montrose Ford believed ******* Ford may have damaged something on a previous repair). ******* Ford paid the diagnostic fee. I would like to drive my vehicle away from Montrose Ford but they won’t put it back together because I don’t want it repaired there. The vehicle was drivable before Montrose Ford took it apart I just would like it put back as I gave it to them.Business Response
Date: 11/03/2022
[BBB Transcription via Phone]
Steering gear box was broken when we took it apart. She needed to get it repaired for it to be safe to drive. She didn't want us to do it. She had the vehicle towed out.
Customer Answer
Date: 11/09/2022
I am rejecting this response because:
after paying $997 to Ford Montrose for a diagnostic and labor cost and getting my vehicle towed to another garage. I have been advised that my steering gear does not need to be replaced. But I do need a Fuel pressure sensor, a battery, and more programming test to be ran. It doesn't make sense how I was allegedly being charged $4,000 for a steering gear box at Ford Montrose but after getting it taken to a local shop have found out that this was completely the wrong diagnosis. I feel as though they took advantage of a young black woman. I'm extremely hurt as I've been paying for rentals, my car payment, my car insurance, and already came out of pocket to Ford $6,000 for a transmission plus being charged $997 for a faulty diagnosis.Initial Complaint
Date:08/01/2022
Type: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 2017 ***** ***** from Montrose Ford for $17,000 after paying on it for over 2years, they contacted me to come in and refinance my loan!! After they refinanced it, she told me that I now owe $17,000 on my loan! That's not right and when I asked about my GAP REFUND, she said I didn't have any money coming! I have tried to get them to work with me but they just ignore me!Business Response
Date: 08/16/2022
The refinance was done and there was a gap policy in the new loan also . The first loan was not cancelled .,I did today and the refund of $ ****** will go directly to him . I am no sure why the first bank did not send him the refund when the loan was paid off . ThanksCustomer Answer
Date: 08/18/2022
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.
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