ComplaintsforCleveland Ford

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Cleveland Ford on December 14th 2023. I paid cash for my 2023 Audi A3 Quattro. I have yet to be given the title for this vehicle. I have called numerous times to speak with Title clerk. I have talked to finance and a sales manager but nothing is happening. No one returns your calls, manager said she would text me her contact info, and that didn't even happen. The communication is pathetic. Sales manager said it was mailed out 2 weeks after my car was purchased. The issue is the title was never received by the State of Ohio nor me. They said it got lost/destroyed in the mail but they didn't realize it until after my 60 day tag was up. Which would make that they knew the title wasn't received by mid February and didn't actually do anything. I have had so far a 60 day temp tag with state of Tennessee, 30 day temp tag Ohio, and now a 30 day temp with Ohio. Which i had to pay Ohio $21.75 each time for something that should have never happened. I am on my final temp tag with the State of Ohio which expires in 10 days. Failure to get my title by April 19th 2024 will result in me either getting my money back or getting my title This is the worst dealership I have ever dealt with in my life. I can't even register my car in Ohio. It has been 4 months and no title.

  Business response

  04/11/2024

  I spoke to ******** ******** personally and we had a good conversation. He has waited an exuberant amount of time and I apologized to him.  Our fault we sent the title to OH registration department that we had in system and it was delivered to the wrong location. We had to apply for a duplicate title which was extremely difficult via it was a leased vehicle.  Long story short he wants to keep the vehicle and I told him our title clerk has been jumping thru hoops trying to get this done and we are very close to resolving this problem.

  Asked for another 2 weeks and he agreed. If we are unable to produce a title on any vehicle we will always do what is right and buy the vehicle back. I have been a General Manager for over 15 years and it has not happened once.

  We will continue to do our do diligence with the title problem and will produce it shortly. We sent via *** * today another temp tag to our customer should have tomorrow.

  Again sorry for the inconvenience.

  Kind Regards,

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

  General Manager Cleveland Ford

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like other consumers to know about the tactics employees use in the Cleveland Ford Dealership. I requested a car oil change for my Honda car online stating the specific services requested. I made an appointment, and then upon arrival, verified these services with the Service Advisor, ****** ********, whose incompetence and lack of customer service skills should render him fired. To ensure that my Honda vehicle would be properly handled I asked Mr. ******** from the onset, and he assured me there was no problem with Ford Technicians performing services on a Honda vehicle. There was nothing but problems with ****** ********. My car oil change was incomplete because the air filter was not changed. He claims they did not have a Honda air filter part. He had other air filters and did not communicate that was an option. I drove off with my vehicle not serviced correctly using an old air filter because I refused to be ripped off. Then when I paid for the service, he tried to overcharge me both in parts and labor and dollar amount, but I called him out on it. The multi-point inspection was not properly performed, and I saw evidence that the inspection was not actually performed when the coupon specifically included these services. I challenge that they even did the oil change because they performed the services in less than 20 minutes and it is impossible for the services listed on the coupon to be performed in less than 20 minutes. I sat in the waiting room and ate my peanut butter banana sandwiches and therefore I know exactly when I left the waiting room where there were people saying insulting words out loud for customers to hear. I left and went to check on my vehicle less than 20 minutes after the vehicle was sent to the technician for service. Stay away from Cleveland Ford Service!

  Business response

  04/04/2024

  Hello *****,

  My name is **** ********** and I am the General Manager of Cleveland Ford. Attached you will find the documents of the text chat you had with ******. First of all, the services of changing your oil and replacing the oil filter was accomplished in 20 minutes or under via we run strict clock time on our technicians and if the only thing they are required to do is change oil they can move incredibly fast and are very proficient.  As ****** stated in the attached air filters are always extra and we only recommend to customers when needed and although we do service all makes and models, our primary is Ford. Sometimes we have to order items that we do not carry from another vendor but the time and delivery speeds of our vendors would amaze you often within 10 to 15 minutes. In the 2nd attachment you will see what was done to your vehicle and the recommendation made by the technicians. Those recommendations ****** tried to make to you before you got into your vehicle and left the dealership WITHOUT paying. As I understand from my staff that ****, my lane manager called you later to try and explain services that were performed as well as we do not pre order parts for customers before my techs make proper recommendations.

  Also in regards to someone stealing your water we have free water bottles for all our guests in 4 different locations throughout our dealership. It is also for my staff.

  With all that said I will be glad to reimburse you for your $38.36

  Please expect the check to be mailed with 2 business days.

  Kind Regards,

  ****

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/8/23 We purchased a 2017 Ford Explorer from Cleveland Ford. We initially waved the offer to buy a warranty, but the Finance Manager ***** ****** explained to us, that a warranty would cover any mechanical problems with the car, AND that since our car had so many electronics, that he would recommend the warranty... that it would also cover those. We took our car to the local Ford dealer and they contacted the warranty company, to which the seat warmer which is ELECTRONIC WASN'T covered, that it would have if it was a mechanical issue... The cost of the repair is $3000.. with a diagnosis fee of $165...$3000 isn't a lot of money to most people I guess, but to us, its ALOT of money. Had we been told the warranty wouldn't cover electronic issues.... it wouldn't be a big deal... but that wasn't the case...we were told it covered them as well.

  Business response

  09/21/2023

  Dear Mr. ******,

  Thank you for your email from the BBB. As always, we take pride in every vehicle we sell and offer extended warranties to help customers thru large out of pocket expenses like the one you may be occurring currently. Those warranties do not cover all things all the time but do cover a large portion of out-of-pocket expenses in a lot of instances. I wish you would have reached out to us when you had a problem with your vehicle because as I said I stand by our product we sell completely.

  I would be glad to pick up your vehicle or you could bring it to us and we will fix at no charge. Being that you just bought the vehicle in July just let me know if you would like to drop it off to us or have us come pick it up, whatever works best for you.  On a side note, your dealer locally may be trying to take advantage of you via it does not cost $3,000 to fix a heated seat.

  Kind Regards,

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

  General Manager

  Cleveland Ford

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

  Customer response

  09/22/2023

  
  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

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a New Ford Maverick with the question asked multiple times during the purchase about a Ford- price protection incentive, the answer from multiple Cleveland Ford personnel was that the price protection check would be sent to the address of the registration 2-3 months after purchase. Initial order date- Oct 30th, 2021. (Model Year (MY)- 22) that order was rolled over to MY-23 and Ford communicated a price protection for orders that rolled over MY's (due to price increase between MY's) Program# *****, Incentive amount $2750 (for hybrid roll overs). Roll over MY re order occurred Sept 20th, 2022. Picked up MY23 Ford Maverick April 22nd, 2023. multiple phone calls and communications (both with Cleveland Ford sales manager, and with national Ford Sales Number) have not resulted in the promised price protection incentive. National Ford number Customer Service- states that the dealership has to submit and that I have to work with the dealership to push this thru. Dealership, was working with me to amicably resolve, but recently has not been returning phone calls or emails, and appears to be at a dead end. Have some communications from various Cleveland Ford employees- (most recently the GSM) to "please accept my apology on Ford Motors' behalf. One way or another this will be resolved for you". this was from 3 weeks ago. Mildly complicating the situation, in the 2+ year interim between order and delivery- I relocated from Tennessee to Florida. Month 4 after purchase and significant effort on my behalf and this remains unresolved.

  Business response

  08/21/2023

  Dear Mr. *******,

  I know that you and ****** have had multiple communications with Ford, and we have as well.  I have personally been involved as well and Ford has us on a merry go round and we have gotten nowhere.

  I am going to cut you a check today and I have sent your complaint with a cover letter from me to the head of the Atlanta region.

  A check for $2,750 will be mailed to your Florida address no later than tomorrow.

  I am sorry how frustrating this has been for you and us a like.

  Kind Regards,

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

  General Manager

  Customer response

  08/24/2023

  
  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

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Ford Focus 2014 that would rev when it was in reverse. My car has had some recalls on the TCM. The dealership stated that if the diagnostic came back that the problem was the TCM then they would fix it, no charge. The diagnostic showed that the issue was with the actuator motors and not the TCM. Before we had them do anything we reached out to a few places in town for second opinions. One of the local transmission shops stated that it was strange they weren’t going straight to the TCM to fix the problem, but regardless we would need to go to Ford to get the issue fixed. This left us with some red flags with the diagnostic we received. We took it back to Ford and two days after I picked it up from the dealership I was stuck in a parking lot where my car would not go into reverse. We took my car back to the dealership immediately and told them nothing had changed and nothing was fixed. We paid $140 for the diagnostic and $749 for the actuator motors just to be told that the work they did is the reason that the TCM is no longer working. Not to mention, the guy who pulled my car up said my car was having issues starting up, which has never been a problem and was an issue that did not show up in the diagnostic. Therefore, this was a problem that showed up while the car was AT the dealership. We have done some research over the last couple weeks and seen that there is a lawsuit in California for false diagnostics on Ford Focuses that are having this EXACT problem with the TCM. We brought up the lawsuits and they said “we don’t get into that here”. Now we’re out about $900 when all of this should’ve been covered by the recall. When we asked for a refund they refused.

  Business response

  07/07/2023

  Dear **** *****

  I am sorry to hear about the experience at our service department. It is our goal to completely satisfy all our customers and in this case I am sorry we did not.

  I will pull your RO and gladly refund your money.

  Please expect the check early next week in the mail.

  Kind Regards,

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

  General Manager

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The AC was not working in our 2019 ford f-150 so we contacted Cleveland ford to schedule a time to have it looked at. We advised what issue we were having with the AC and that it was blowing but it was not cold. Cleveland Ford kept the vehicle for a few days and returned it saying nothing was wrong and that the AC was blowing cold which we knew was not possible since the AC had not worked since the fall of 2022. When asked for a payment of $192.28 as a diagnostic fee we were hesitant to pay since the issue was not found or fixed. We did however end up paying it so we could get our truck back. The service representative told us that if we took it to another Ford dealership for a second opinion and they find the issue to call back and let them know. We took the truck down to Ford of Dalton who diagnosed it in just an hour and fixed the issue a few days later with it all covered under the warranty. I called back to Cleveland ford to advise them of the other dealerships findings. Our message was sent to the service supervisor, Ron, who we were told would contact us. Now 2 weeks later we still have not received a phone call. I would like our $192.28 back since they failed to diagnose the issue in our vehicle.

  Business response

  06/30/2023

  Dear *******,

  I will have a check cut today and mailed to your address. I am sorry for your inconvenience and if you would have reached out to me I would have gladly refunded your money.  Have a very blessed 4th of July weekend and stay safe.

  Kind Regards,

  Doug V*********

  General Manager / Cleveland Ford

  Customer response

  06/30/2023

  
  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

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my complaint about the Cleveland Ford dealership that will cost me $140.00 for their poor workmanship. They over-tightened my lug nuts so much it distorted the shape of the lug nuts. These lug nuts are two-piece nut that has a chrome cover over the nut. They were so tight it stripped the chrome cover off the lugs. I tried to loosen it. the owner's manual calls for the lug nuts to be tightened to 100 ft pounds of torque. Undoubtable the dealership does not have to abide by. I took the car to Cleveland Ford they told me I needed new lug nuts. I feel it is not my place to pay for what they tore up on my car do you? ***** *******

  Business response

  03/13/2023

  Dear Mr. *******,

  I am sorry to hear about your lug nuts and we would be glad to replace them.

  Please reach out to me at your earliest convenience.

  Kind Regards,

  Doug V*********

  General Manager ************

  Cleveland Ford

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought 2011 f150 , had 2 days would not start went to the parts store to check battery said it was bad got new 1 drove for a few more days would not start again took it to Cleveland Ford they tested it said battery was bad they put another new 1 on it and test it some more. They kept the truck for a month so I called they said waiting on a part I could come get it if I wanted to, I did still waiting on them to call me about repairing it I have called them at least once a week no 1 answer left message no return calls still having to boost it off every time I want to drive it

  Business response

  01/24/2023

  Dear Mr. *****,

  My name is Doug V********* and I am the General Manager of Cleveland Ford.  I am sorry you are experiencing difficulty with the repair of your vehicle.  I will reach out to you on Wed of this week after I have a chance to discuss with my Service Team.  If you would like my number as well you can call 423-472-5454 and ask for me by name. If I don't answer please leave me a message and I will contact shortly. You will hear from me tomorrow.

  Kind Regards,

  Doug V*********

  Customer response

  01/30/2023

  
  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

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 2018 I take car I bought from this Dealership in because it keeps stalling. They say it’s the computer which cost 2000 to replace a day later same problems persists. Next it’s the thermostat another thousand dollar fix, Next day again same problem. After they keep it for a month I’m informed it was a 2 dollar fuse they agree to give me a couple thousand in free oil changes and sign like 20 business cards that I will turn in each visit. I also had tires for life which came with the purchase of this vehicle. Now time set of free tires and oil change. I call I am told the dealership has changed owners and they will no longer do the tires or my oil changes. I give up I’m never going back again. We buy a Lincoln from local Lincoln dealership they up and go out of business and I’m left with a hour drive or go back to Cleveland Ford. I go back to do my 70,000 maintenance they do a transmission flush, front end alignment and oil change this past Thursday 19 Jan 2023. The check engine light pops up a couple days later and it feels like the transmission gears down. I call they say it will be a week to get the engine light checked and a month if it is the transmission to get it in just to figure out the problem. I call and leave a message for the manager and about half hour later they say bring it in and they will check on their computer. I notice on the way there that I see no oil change sticker on windshield and check my oil percentage and it says 9% life of oil left. They say oh the technician just forgot to reset the oil life switch and it was changed. The check engine light says it was a misfire. He turns the check engine light off and says bring it back if it happens again. Also I have been trying to get a recall done that may lead to a fire inside the car and I always get parts on back order for the past year. So now I’m left with, here we go again, and no idea if the work I just paid a thousand for was truly even done. Now the check engine light back on.

  Business response

  01/24/2023

  Dear Mr. *******

  My name is Doug V********* and I am the General Manager of Cleveland Ford.  I am sorry you are having a difficult experience with my Service Team. I will reach out to you tomorrow after I have a chance to speak with them.

  I look forward to talking with you tomorrow and in the mean time if you need to reach me I can be reached at ************* I look forward to speaking with you.

  Kind regards,

  Doug V*********

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So purchased the ticking time bomb in 2018. It has been to the dealership more than 20 times. Nothing has been done. They are just running the warranty out. They have lied saying they rebuilt the transmission 3 times, the seal is not broken. The car has left me stranded and had to be towed atleast once. The dealership does not have any rental cars. Did I mention we were lied to for 2 years? I am keeping my payments up to date and on time just to be treated like crap. I want something done. Not by cleveland ford at this point. The car is beeping randomly and stuttering when you press on the gas. I have tried to call ford company and told I need to have service within 30 days but how can I do that if they have no rental cars?

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/15) */ Dear Mr. ******, I just spoke with Chris G**** our Service Manager and he says you have an appointment with us on this coming Wed the 17th and he also said there is a loaner car for you prior to me reading this. If you are that unhappy with your Ford vehicle we would be glad to buy it back from you. I will be in the office on Wed so I would love to meet with you and discuss. Consumer Response /* (2000, 7, 2021/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the full value of what we paid for the car in 2018 and a meeting tomorrow

*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. ↩