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:03/20/2025

  Type:Customer Service 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.

  Was given a deal by **** **** online and we drove a hour and a half to get there and he didn't come to work today. The so called manager said for us to drive the GMC and if we wanted it they would do the same deal. We drove it with sales person ***** and decided we would buy it. Then the manager said no now and wanted at least a $1000.00 more. What a scam. They blamed **** but refused to sell it to us unless we paid more. ********* at the front desk was so rude. Never had a car dealership treat us like they did. Please beware of what they are capable of. WORST PEOPLE EVER TO DEAL WITH THAT ONLY GET YOU THERE TO THEN RAISE THE PRICE AFTER BEING TOLD BY 2 PEOPLE THE PRICE.

  Customer Answer

  Date: 03/20/2025

  ***** ****** the manager called and they are bringing us the vehicle for $16,200.00 I wish to close the case. Thanks 

• Initial Complaint

  Date:04/18/2024

  Type:Delivery 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 put a deposit of $1000 on a vehicle in November 2022. 2023 rolled around, vehicle never arrived. I asked for refund about 3 months ago after waiting for about a year and a half with still no hope in sight. I have been emailing them and leaving voicemails weekly with no reply. I just want my refund. I have done a lot of work with Lance Cunningham in the past and have taken all my Ford vehicles there.

  

  Business Response

  Date: 04/18/2024

  A check for $1000 has been cut today for the refund of the deposit.  The order has been placed but unfortunately it has not arrived. 

   

   

   

• Initial Complaint

  Date:02/28/2024

  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 purchased a Ford F-150 on February 21. I paid $52,000 for the truck and a warranty I told the dealership I didn’t want. I was forced to purchase it if I wanted to buy the truck. The dealership signed paperwork stating the vehicle has no know issues and any active recalls were repaired. The passenger side view mirror does not work properly and the dealership failed to complete two active recalls prior to sale of the truck in accordance with Chapter 29 - The Motor Vehicle Recall and Disclosure Law. I text my sales rep the following day explaining the issue with the mirror I noticed when I went to change lanes on the interstate on my way home. The dealerships response was to send me the link to the car fax instead of resolving the issue. The safety recall was issued on 1/16/24 and the dealership did not repair or disclose to me the safety recall was not complete.

  

  Business Response

  Date: 03/26/2024

  Customer has been contact to bring in the vehicle at 10am, Friday March 29th. 

   

   

  Customer Answer

  Date: 03/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response does not address the complaints made. First complaint is failure to notify an existing safety recall is active and unresolved before selling the vehicle. The second complaint was the passenger mirror was broken and not repaired before selling the vehicle. Business manager signed a piece of paper stating that the vehicle was free of defects and recalls. Either the dealership falsely advertise their vehicle inspection process, or falsely claimed it was free of issues and recalls. 
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 04/10/2024

  Mr. *** -

  A customer satisfaction program # 22B34 issued by Ford was completed on the vehicle in our service department 12/14/23 by removing the rear axle half-shafts, replacing the seals and installing new axle half-shafts before it was offered for sale.   Since that time Ford turned #22B34 it into a safety recall #23S65.   Under that recall, an inspection is required, if the axle half shafts have already been replaced under #22B34 then the recall completed and closed.  I see that our service department reached out to you and the inspection was performed on 4/9/24. 

  I pulled your deal and looked at the customer due bill, nothing was noted about a broken mirror.   At the time of sale, anything that is brought to our attention and a promise is made to repair, we complete a due bill for our records and provide a copy to the customer as well, otherwise pre-owned vehicles are sold as is. We do strive to provide the highest quality pre-owned vehicle and have satisfied customers.  If you would like me to get you a quote for repair, please call me at 865-963-3178.

  If you would provide me with that paper the business manager signed that was " free of defects and recalls" I will further investigate this situation. 

• Initial Complaint

  Date:02/12/2024

  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 October of 2020 I purchased a new explorer with an extended warranty, including roadside hazard warranty. In December of 2023, I traded in the explorer and went to the dealership to get a refund for the extended warranty that was purchased. My husband was told we would receive the refund in 2-3 weeks. After four weeks and no refund my husband went back to the dealership and was told they would look in to it and call him back. Another week later no call was received and my husband called back again and was told the same thing, that they would look in to it and call us back. Again no one called back. We called back and was told that “it fell through the cracks” and a check would be mailed that day. It has been another week and we still have not received our refund on the extended warranty. It has been 6 weeks since the paperwork was signed to issue the refund for the warranty and we were told it would only take 2-3 weeks.

  

  Business Response

  Date: 02/12/2024

  This cancellation was being held for additional information required (odometer statement at the time of trade).  We are in the process of obtaining the mileage from carfax possibly so we can get this processed tomorrow 2/13.   Please let me know if your husband would like to pickup the check or if you want it mailed?   You can email me at m,  If I don't hear from you or get a response by 2/15 we will drop it in the mail. 

  This should not have taken this long and I appoligize for the ball being dropped.  I have spoken to the person that had it held to ensure this doesn't happen again.   

   

  Customer Answer

  Date: 02/14/2024

  
  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.
  
  Sincerely,
  
  ****** ******

• 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.

  I brought my Ford Escape to the Cunningham Ford service center December 8, 2023 for a recall item and a leak issue that I thought was coming through my sunroof.They said it was $270 to diagnose the leak, REPAIR IF POSSIBLE and give an estimate on the repairs which included water stain damage to the interior, and some other issues which I did not get a chance to detail as I was hoping to give to the auto body person for the estimate if necessary.  Service Advisor said they would request a Lyft for me, which never arrived!! At around 3:51pm I receive a message from **** saying my car is ready to be picked up.  I asked if they were able to fix the leak and upholstery.  She says no and the leak was coming from the Windshield not the sunroof and that I needed to contact my insurance company, Around 4:30pm she calls back. By that time my son had already come out to get me.  So in essence we wasted 16 hours and $270 to diagnose a repair that has never happened! I HAVE CALLED REPEATEDLY AND FORD AND THEIR AUTO BODY SHOP HAS NEVER CALLED ME BACK IN OVER 3 WEEKS. I did not receive an estimate from the body shop so they essentially charged me for something that could have just been temporarily fixed by sealing the windshield where the tech found it leaking as **** SAID IF THEY COULD THEY WOULD FIX IT. To this date, neither the body shop or the manager I sent an email to on 12/9/23 has not contacted me. When asked how much to repair the issues she gave a rough ballpark of $2300. Ford has to this date never contacted my insurance company or myself. After getting to the dealership and picking up my car, I get in and there’s NOW a brown stain in the middle of the front roof headliner area that wasn’t there when I dropped it off. I'M NOT ONLY ASKING FORD TO REPAIR THIS DAMAGE THEY CAUSED BUT TO REFUND THE $270 RIPOFF FEE THEY CHARGED.

  

  Business Response

  Date: 01/30/2024

  A refund of the total service ticket 270.73 has been refund, please see attachment. 

  Verified customer concerns, water marks on head liner, blew our drains for sunroof.  Checked sunroof operation and seals.   

   

• Initial Complaint

  Date:12/11/2023

  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 purchased a 2022 Hybrid F150 that has had several issues and they tried to sell me a new vehicle instead of fixing the one I have that is still under warranty. They tried to give me a trade in that was 13k LESS than blue book value!! They have horrible service techs, and horrible sales/finance people. DO NOT TRUST THIS FORD LOCATION!! Just fix my truck!!

  

  Business Response

  Date: 12/12/2023

  To whom it may concern,

  Ford delivered the vehicle that **** purchased on 06/20/2022.  A safety recall was completed on 06/23/2022, and **** purchased the vehicle on 06/28/2022. She currently has a vehicle in our service department for an electrical diagnoses to be completed.  She left a colorful voicemail with our service manager on 12/09/2023 stating that the vehicle was inoperable and needed to be towed in.  ******* gave her instructions on how to get roadside assistance with Ford, as the vehicle is currently under manufacturers warranty.  **** also purchased an extended service contract that has roadside assistance, but the manufacturers warranty supersedes any extended coverage.  Her Assistant Service Manager informed her that she may have the possibility of trading because she has had some issues with the vehicle.  We presented numbers to ****, and I have attached Kelley Blue Book values for review.  Trade in value for the vehicle is $39000.  We offered **** $38000 in trade in value due to the knowledge of her vehicle having issues.  She was not receptive to that, and decided she wanted to keep her vehicle due to the fact it was under manufacturers warranty.  We have reached out Ford and one of our technicians is going to diagnose the vehicle for her electrical concern, right front tire noise, and connectivity issues with her cellular device.  If **** is unhappy with the vehicle, she can initiate a buy back from the manufacturer, trade her vehicle for another vehicle, or have any Ford dealership repair her vehicle under manufacturer specifications because it is under warranty.  We have addressed any and all concerns every time **** has brought the vehicle in to be diagnosed.  Please let us know if you have any further questions, or if any other documentation is needed.  

• Initial Complaint

  Date:11/29/2023

  Type:Order 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.

  Pursuant to our buyer's purchase, Lance Cunningham "owed us" the factory muffler exhaust replaced on the vehicle as they stated they were "unaware the mufflers were cut off" when they sold the car. We were advised to obtain an estimate for the repairs. As such, we obtained 2 estimates; one from Don Jacobs Honda and one from an independent and reputable muffler shop. Both were provided to Lance Cunningham. The GM of the dealership believed that "$500.00 should knock it in the head" despite both estimates totaling $2189.81 plus tax (Honda), and $2,965.88 (TIS). General Manager advised he would only pay $500, although that is not the agreement in the paperwork and thereby constitutes a Breach of Contact under Tennessee Law. The same has been confirmed by counsel. He advised he would not have made the deal if he had "known the actual costs." Instead, he utilized a "ballpark guesstimate."

  

  Business Response

  Date: 12/12/2023

  To whom it may concern.  Attached are the documents from the purchase of the 2021 Honda Accord and what was promised to ******* ***.  ******* was promised rear muffler replacement, and through verbal communication was promised $500 reimbursement to replace the muffler in Kentucky.  After reaching out to Kar Kare Muffler and Quick-O Muffler shop here in Knoxville, both muffler repair shops stated that the rear mufflers could be added to the vehicle without the entire exhaust system being replaced.  Both facilities stated that aftermarket mufflers would perform at the same level as the factory mufflers, and aftermarket mufflers would be the most cost effective option.  Both repair facilities stated that to put two rear aftermarket mufflers on a 2021 Honda Accord would cost less than $400 to install parts and labor.  It is our belief that we have satisfied ********* request with the reimbursement of $500, which totals more than what both repair shops in Knoxville quoted our dealership to replace.  

• Initial Complaint

  Date:11/22/2023

  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.

  I dropped my 2012 F250 6.7 PSD off for service at Lance Cunningham Ford in roughly April/May 2023. I was informed by ****** that my repair would take approximately 2-3 months and would cost about $7500. I spoke to ****** a couple times and was given very little as to an ETA of the wiring harness that was being rebuilt by some company based in the Dakotas. I visited the dealership to see the condition of my truck and found they had left engine components open/exposed to the environment and that birds had been living under the hood. I couldn’t believe they didn’t plug the hoses to keep out foreign debris. I recently called the dealership and was informed that ****** no longer worked there and that ***** was my new service representative. I attempted to speak with ***** a number of times but he is always with a customer (am I not a customer too?) I’ve been neglected. I’ve been lied to. I am not one bit happy.

  

  Business Response

  Date: 12/01/2023

  ******* ****** our service manager reached out and spoke to customer to reiterate, unfortunately with the vehicle being a 2012 model the harness is obsolete and sending the harness out was the only option for repairs.  Followed up with the company doing the harness and they are only 20% complete, and not able to give an exact time for completetion.   We did tell the customer that we would make all attempts to bag up and seal any openings but we do not have indoor storage.   

  Customer Answer

  Date: 12/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20904306, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/20/2023

  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.

  My vehicle was in a wreck it was brought here to be repaired. It's been there for 2 months with no work done on it. They have continued to ask the insurance company for more money until they total out the vehicle

  

  Business Response

  Date: 09/25/2023

  The cusotmer should have been reached out to by the insurance company in regards to the current status of his vehicle.  Daryl in the body shop can reach out if they have not be contacted. 

   

• Initial Complaint

  Date:09/11/2023

  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.

  On 08/19/2023, I purchased a new F150 from Lance Cunningham Ford. At the time of the purchase, Lance Cunningham Ford was running a promotional that promised a $500 Visa gift card and a School Backpack. I asked “***” who I was working to purchase my truck from about the deal and he gave me the backpack but no gift card. I assumed that the gift card would be mailed to me at a later date. On 8/24/2023, I came back to get a paint chip taken care of and tried to locate “***” but found that he wasn’t there. I then spoke to “Victoria” in Finance who told me that I would need to speak with “***.” On 08/25/2023, I sent an email to “***” inquiring about the gift card and the process that I needed to go through to obtain it. On 08/26/2023, I spoke to “***” and asked him what I needed to do in order to obtain the gift card. “***” stated that he didn’t know what I needed to do and acted as though he knew nothing about the gift card. “***” then told me that he would have to ask a sales manager and then told me that there was no sales manager slated to work today. “***” stated that he would get an answer from the sales manager tomorrow and give me a call. On 08/28/2023, I sent “***” a text message inquiring about the gift card and received no reply. On 08/29/2023, I went to Lance Cunningham Ford to speak with “***” about the gift card. “***” was confused as to why I was there and stated that his sales manager should have called me. I told him that no one has called me and I would like to speak with the sales manager about this issue. Shortly thereafter, I spoke with “*******” who informed me that his sales manager “*******” went as low as he could go on the price of the truck that I purchased and included the $500 gift card in the deal. I informed “*******” that it was not part of the deal and was never mentioned to be in the deal. I stated that the only $500 credit in the deal was from a rebate for first responders. “*******” stated that Lance Cunningham Ford would not be able to issue me gift card and “that’s where we are at.” I told “*******” that it was unacceptable and I would file a complaint with the BBB. “*******” requested that I wait till he talked to the owner before I file any complaints. “*******” stated that he would have an answer from the owner no later than 09/01/2023. On 09/01/2023, I spoke to “*******” who stated that the owner “Lance” wouldn’t be issuing me a gift card because it wasn’t on the due bill. I explained to “*******” that per the due bill that I signed was only for work that was to be performed. For example, the paint chip was on the due bill. A visa card is not work to be performed and is merely an excuse to not follow through with the advertisements that Lance Cunningham Ford made for the $500 gift card. I told “*******” that this wasn’t right and was a “shady practice” to be performing.

  

  Business Response

  Date: 09/18/2023

  As a gesture of goodwill a check will be issued for $500 to the customer in lieu of the $500 visa gift card if *** ******* responds with acceptance of that to be mailed to the address on file or arrange for pickup at the dealership.   If *** ******* chooses to come to the dealership for pickup, a visa card or check can be issued. 

   

   

   

  Customer Answer

  Date: 09/19/2023

  
  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.  I am able to come to the dealership to 09/20 or 09/21 to pick up the check or visa card.  Please let me know if you are available these days. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/19/2023

  *** ******** 

  Yes I will be available on the 20th or the 21st.   I will have your check ready if you will please ask for me.  ****** ***** - If for some reason I am not available, you may also ask to speak to ***** ****** and I will make sure he has access to your check if I step out.