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:03/21/2025

  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.

  Bought a brand new 2021 F150 at this location and only ever gotten it serviced here. (11/02/2022 @25,333miles) brought in due to roughly accelerating with code P0456 to remove and install fuel tank to reconnect the **** tube to the fuel pump, and this is where the issue began with the touchscreen, the **** was reprogrammed. (04/12/2023 @****** miles) brought in for shifting roughly and a road test and shift adaptive learning was done. The touchscreen was brought up again, but they could not duplicate the concern.(03/26/2024 @ ****** miles) brought in for harshly downshifting. They reprogrammed the *** and did adaptive learning drive cycle. Reprogrammed the solenoid and did a drive cycle. Performed an accelerated main control break in and then finally replaced the overhaul main control valve body. The touchscreen was brought up again and they reprogrammed and replaced the ****. (09/05/2024 @****** miles) brought in due to touchscreen turning off. They reprogrammed IPC, IPM-A, PSCM, GWM, **** again, and the *** per the **** (11/19/2024 @****** miles) vehicle brought in due to A/C changing on its own. Air inlet door actuator was replaced. Brought up concern again of vehicle slamming into gear when it downshifts. For the 2nd time they removed and replaced the overhaul main control valve, removed and replaced the trans mount on the bench fixture and replaced the *** cylinder, groove clutch and planet container. There was also an oil leak and both valve cover gaskets were replaced and retested. (01/02/2025 @****** miles) brought in due to a loud clunk when reversing. All they did was clean and lubricate the output ****** spines and anti-ting ring. (01/23/2025 @****** miles) brought in due to loud clunk. A chassis- ear diagnosis road test was done and the drive shaft was replaced.Touchscreen concern brought up again due to randomly turning off but still waiting on a resolution from ****. (03/21/2025 @****** miles) brought in due to loud clunk again.

  Business Response

  Date: 03/24/2025

  Thank you for the opportunity to respond, however I don't see any complaint?! I see the customer's detailed description of his service records, and it looks like we have followed all of the manufacturer's recommended repairs which have all been covered under warranty, but I am not sure what the complaint is. Please advise of the complaint and what he would like for us to do to resolve it. Thank you

  Customer Answer

  Date: 03/24/2025

  Unfortunately the complaint was that after 8 times that the vehicle was brought into the shop and a total of 118 days in the shop to try to get the issue fixed. It is still not fixed. The vehicle still makes the same exact noise. The first time ever that a technician rode with me was the most recent time I brought the vehicle in (03/21/2025) and he also confirmed the noise. The main valve control body has been replaced twice and each time a different part is replaced but the problem remains. I went in with my daughter Friday to speak with the service manager and nobody came to speak with us. Ive had ***** my whole life but after dealing with the same transmission issue that clearly cannot be fixed I no longer want to deal with the vehicle. 

  Business Response

  Date: 04/09/2025

  We have been working with the customer to resolve his concern within the guidelines of **** Warranty procedures.  We understand that the process has caused some frustration with the customer, however we have made repairs to the vehicle that we feel are in line with correcting his concern.  We feel that our latest repair attempt has corrected the customer's concern.  Should there be any future concerns we will continue to work with the customer.

• Initial Complaint

  Date:09/04/2024

  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.

  06/26/2024 Down payment 4000 5424 and two months of paying a car They lied to me and told me it would only cost ******************************************************** the rest of the ***** on a total. I signed on paper and in that paper was never shown that much of amount.

  Business Response

  Date: 09/10/2024

  Hello,

  Ms. ******* ******* purchased a vehicle from us on June 24, 2024. She is correct in her complaint that the total amount paid to Planet **** was $31,115.06 which was disclosed and agreed upon up front with the customer and our sales team prior to completing the sale. At that point Mrs ******* ******* secured financing through an outside lender and completed all of her documents with them. We were paid via wire from her lender and were not involved in the payments, contacting or any other decisions related to the financing of this vehicle. We do not have access to her financial documents to even be able to answer any of her potential questions or concerns. The $51,000 number that she mentioned in her complaint is likely the total from the truth in lending form from her bank showing the total amount she will pay over the course of the loan including interest if she never trades or pays it off early, but since we do not have access I can not 100% verify that. I can verify that the amount financed was $31,115.06 which is the total of proceeds we received here at the dealership. We have left several messages for Mrs. ******* ******* to try to explain this further, but have not received any return correspondence to date. We would be happy to help her understand whatever it is that needs clarification, and to go over any potential options she has moving forward if she would like.

  Thank you,

  **** ******

  General Manager

  Customer Answer

  Date: 09/17/2024

  They made me sign to buy a car and never showed me in the sign contract that I signed they total amount after taxes. They handed me a copy with the total amount after 3 months with my signature in it. I asked multiple times for the amount they day I bought the compass jeep. I would like to get reimbursed. 

  Business Response

  Date: 09/25/2024

  Again, the customer did not use us to secure her financing. She used a lender that specializes in her particular circumstance, and thus the contract and financing terms were not made available to us at the dealership. The amount financed for the vehicle is consistent with the claim she originally made, and any interest that will be paid to the lender throughout the course of her finance contract is between her and that lender. The claim that "They made me sign to buy a car and never showed me in the sign contract that I signed they total amount after taxes. They handed me a copy with the total amount after 3 months with my signature in it" is true to the degree that when she came into the dealership after 3 months to express her concerns we were able to help her search through her emails to find the signed documents the lender had originally emailed to her. Outside of that we don't have access to the private documents that she completed with her lender outside of our dealership. The total financed that she agreed to had tax included, and the additional cost she is referring to is the interest that is to be paid over the course of the loan. We have reached out via phone multiple times and left several messages to try and explain the situation, but have not been able to connect to date.

• Initial Complaint

  Date:08/20/2024

  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 bought a brand new **** Fusion in 2015 at Planet Ford Dallas. Since then, I have had my car maintained regularly at this dealership. However, my car has recently showed symptoms of intermittent loss of transmission. Then, I made an appointment on Aug. 19, 2024 and showed the recall letter to the dealership to request an inspection, but the *** refused to take a look at it, saying there were 20 people ahead of me and said the wait time for fixing TCM (the transmission control module) problem was at least three or four months.On Aug. 20, 2024, I called your **************************** but could not fix this issue. I am very angry and frustrated because I trust **** and its dealership will take good care of my car whenever I have my car maintained there. I believe fixing recalls is mandatory, so Planet Ford Dallas should fix it for me voluntarily. Why did they not notify me about this TCM problem and fixed it for me in the first place whenever they serviced my car in the past 9 years? If they had found this problem, I would not have to worry about the possibility of my car breaking down in the middle of the road anytime. **** company should monitor its dealerships whether they fix **** Recalls and if **** customers still experience some problems. Also, **** company should notify Planet Ford Dallas about its poor performance and poor customer's satisfaction. If all dealerships work like this one, no customer will want to buy any **** cars any more just like me.

  Business Response

  Date: 08/21/2024

  Management spoke with ************** and had him bring his vehicle in for a diagnostic routine to address his concern of the transmission shuddering on acceleration from a stop.  We performed the diagnostic and found that the concern is internal to the transmission and will require a clutch pack assembly to correct the concern.  The open recall that exists on the vehicle does not pertain to the repair needed to fix the transmission.  We provided an estimate to ************** and he decided to not have the repair performed.  We performed the diagnosis free of charge and ************** has picked up his vehicle.  We consider that matter resolved at this time.

• Initial Complaint

  Date:04/23/2024

  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.

  I'm writing to formally complain about ongoing vehicle maintenance issues at Planet Ford Dallas. ******* my loyalty as a customer, recent mishandling of a significant mechanical problem has left me deeply dissatisfied and seeking resolution.On March 7, 2023, I brought in my vehicle for routine maintenance at ****** miles. ******* attempts to rectify the issue during subsequent visits on July 3, 2023 (****** miles) and November 27, 2023 (****** miles), the tapping sound persisted.On February 8, 2024, with ****** miles, I left my car with the dealership. After diagnostics, I was informed that a new motor costing $6500 was required. Had Planet Ford Dallas addressed the issue promptly, I wouldn't have exceeded the warranty at ****** miles.As a loyal customer, I expect a higher standard of care. Therefore, I request Planet Ford Dallas takes full responsibility for the repair costs. I seek a swift and satisfactory resolution and urge BBB intervention.

  Business Response

  Date: 04/29/2024

  Service Director, ***************************************, has spoken with ************************ and has resolved all concerns.  We were able to obtain financial assistance from ****************** to assist with the needed repair.  ************************ is currently being provided a loaner vehicle for his use at no expense to him.

• Initial Complaint

  Date:02/23/2024

  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 college age son had mechanical trouble with his **** F-150. Not living close or knowing a dealership, I called Planet ****, the closest dealership to my son, to help with fixing it. I explained the trouble to a service advisor. After spending $5200 to fix it, the truck had the exact same issue within 18 hours after picking it up. Planet **** had it towed back and replaced two parts at no charge. The truck has run good since. After discussing the large bill with the Service Manager and explaining my concerns, he reduced the bill by $478. He explained that the "throttle body" was to be fixed the first time, but it was mistakenly not pulled by the parts department. Therefore, it never got fixed. The throttle body was replaced on the second visit, which actually fixed the problem. I have since e-mailed my concerns to the general manager approximately 5 days ago; he has yet to respond. Here are my concerns: 1. The $5200 fixed numerous "leaks" and a pump that had nothing to do with "why" the truck was brought in in the first place. If it had been leaking oil and coolant like they said, there should have been signs like oil under the truck and dash lights coming on. 2. I feel like Planet **** took advantage of me. I was a concerned Mom trying to take care of my son's truck from a distance. 3. $3600 labor on fixes that never addressed the reason it was brought in 4. My receipt says "Original Customer Requests." I never requested anything. I just needed it fixed. I don't have a problem with paying for the parts that were put on the truck (assuming they were actually done). I would like to see more reduction in the labor.

  Business Response

  Date: 03/04/2024

  On January 31, 2024 ****************** brought her 2014 F-150 into our service facility for a concern of wrench light coming on and vehicle loses power.  The technician performed the diagnosis and also identified several coolant leaks in the engine compartment and submitted his parts request to the parts department. On the initial request the throttle body assembly was included.  Through an error of ours the parts department sent the parts list with pricing to the service advisor except that the throttle body assembly didnt make it to the service advisors estimate.  The customer was called with the initial estimate and approval was given for the repairs.  When the customer had to return with the vehicle it was then that we realized that the throttle body wasnt replaced on the first visit.  We then replaced the throttle body at our expense as a gesture of goodwill and also refunded $478.11 to the customer due to overlapping labor operations.  It was our opinion that the matter was resolved at that time.  The repairs performed on the vehicle were needed repairs and were performed with the consent of the customer.

  Customer Answer

  Date: 04/09/2024

  Just FYI:

  I am just now responding as I did not receive any notice about the business' response.  I just want it noted that repairs were "supposedly" completed that had nothing to due with the reason it was brought in; this was never made clear to me.  So when they say that repairs were completed as requested, that statement is skewed.  I feel like I was fleeced and there was no resolution to this case. 

• Initial Complaint

  Date:09/08/2023

  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.

  VIN # *****************. You had my car 8 times. You had my car for weeks at a time. Every time you told me it was repaired or "nothing was wrong with it", I was able to know within minutes (sometimes seconds) of driving the car that it wasn't right and wasn't fixed. Anyone that drove it (who wasn't a **** employee) could easily tell as well. I let you know this right away EVERY TIME. You forced me to put over ***** miles on the vehicle even though the vehicle wasn't safe or in working order. I've barely avoided accidents. The final time you had my vehicle, I asked you to either fix it or return my money, and you refused to do either and demanded I pick up the vehicle immediately. I've attached just a few examples of what I've had to deal with since the last time you "fixed" my vehicle. I fear your negligence has permanently damaged my vehicle beyond repair. I'm seeking reimbursement for some of my out of pocket expenses that occurred because of your negligence. $14,000 for the price I paid for the vehicle, and $4,000 for the repairs I paid you that were clearly not done. Otherwise, the entire mechanical guts need to be replaced (engine,transmission, etc) and warrantied. Your negligence has caused undue stress and wear on the actual functioning components of the vehicle, and would need to be replaced before I considered that as full restitution. Before you offer again to " just fix it"...I gave you 8 tries and you rudely refused to do so. I also requested just a refund, and you refused that as well. Those offers are no longer on the table. I imagine this is an exercise in futility given the fact that *************************** and the management at this location tend to learn the hard way... but I needed to cover all bases before taking legal action. I will be seeking FULL restitution for damages at that point however. I doubt you will surprise me, but a simple refund after you have destroyed my vehicle will no longer suffice. I wholeheartedly plan on seeing you in court.

  Business Response

  Date: 09/13/2023

  I have reached out to our client and we have agreed that he will give us another opportunity to address the concerns with his vehicle.  We will provide a loaner vehicle for his use while we address his concerns.  I have confidence that we will be able to resolve this concern to his satisfaction.

  Customer Answer

  Date: 09/13/2023

  I have reviewed the business response and accept this resolution for now. I have my doubts that another go around will correct the issues that this dealerships negligence has caused,  but my ultimate goal has always been to have a fully repaired and functional vehicle. I was initially impressed with the dealerships response to this bbb complaint, and if the vehicle is fully repaired as I've been promised it will be, then I will be satisfied with the resolution. Time will tell. 

• Initial Complaint

  Date:04/12/2023

  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.

  One expects more of a company with your fine reputation and long history. Therefore, I feel sure you will know how to solve my car problem. Since May 9, 2017, I have taken my 2016 Ford Fusion to Ford Dealerships to repair the “Park Brake Malfunction Light, Service Now!” on my car. Whereas, today, it’s still not fixed. Background On November 17, 2015, I went to purchase an extended warranty, for my 2011 Ford Fusion. However, the Finance Manager at ******* ****’s Park Cities Ford gave me the option to buy a new car. Unlike most car customers, I did not have the opportunity to select a vehicle from the car fleet or showroom floor. He, himself selected the new 2016 Ford Fusion vehicle with approximately 18 miles and prepared the paper work for my signature. Facts I have taken my car to the Ford Dealerships 18 times to have the “Park Brake Malfunction Light” fixed. Again, on March 6, 2023, the same problem keeps reoccurring. Every time the Park Brake Malfunction Light comes on there are two more lights from the Brake Systems that appears. After repeated repairs visits, this problem is still on going. As a value Ford customer, I should not have to consistently deal with this car problem on a monthly basis. As of yesterday, April 10,2023 the Malfunction light is back on. Here are the Facts. Below is a listing of the dates of repairs (see attached Invoices) 1. May 9, 2017 2. February 1, 2018 3. March 26, 2018 4. May 10, 2018 5. June 18, 2018 6. September 6, 2018 7. December 17, 2019 8. April 22, 2019 9. May 17, 2019 ( pickup car and returned) 10. August 23, 2019 11. September 16, 2019 12. August 31, 2020 13. September 23, 2020 14. June 6, 2021 15. August 23, 2021 16. February25, 2022 17. December 07, 2022 18. March 06, 2023 It to many papers to download. However, I do have documents

  Business Response

  Date: 04/12/2023

  We have reached out to Ms. ******** regarding her 2016 Fusion.  She does indeed have an intermitant concern with a particular warning light coming on.  On the most recent service visits our technicians have not been able to duplicate the concern nor were they able to find any error codes in the system that would point them in the right direction to attempt a repair.  We have and always will continue to work with Ms. ******** in hopes of finding a solution.  As for Ms. ********** request for a replacement vehicle, unfortunately this vehicle does not meet the requirements for vehicle replacement under the guidelines of the Texas Lemon Law.  At this point her options are to continue to work with us in solving the vehicle concern or to explore trading the vehicle in for a newer or different model.  We will continue to be available for Ms. ******** and hope for a final resolution to this matter.

• Initial Complaint

  Date:11/09/2022

  Type:Delivery 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 bought my 1st car back in 1991. Of all the times I've been to Pep boys, Firestone, etc I've never waited more than 4hrs. I was told if I bring my LINCOLN into ***** ****** before 10am I'd have it back before 7pm worse case. So I dropped my truck off 11/7 9am & I'm still waiting to get it back. Of all the moving parts on my LINCOLN the only thing that doesn't work is on board computer, which was described as infallible because unlike my truck it has "NO MOVING PARTS" to get stuck on. According to Firestone & Pep boys the only thing wrong w/my LINCOLN is the onboard PC. It says Tire pressure sensor fault, check brake, svc track, AC because it was deliberately program for the purpose of profit. I'm no mechanic, but I know how to read a tire gauge & I know the AC works cause I just paid $223 to have it fixed @Firestone who said the only place that can fix the onboard PC are Lincoln & Ford dealerships's. This is worse than a shot gun wedding, even if only cause the baby ain't mine.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/09) */ As we have no repair record of any kind for a ******* ***** or the associated VIN, I believe that this complaint may be directed at the wrong establishment. Consumer Response /* (2000, 7, 2022/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thought this was the Corp office for ***** ****** quick lanes on Shepherd. My apologies.

• Initial Complaint

  Date:11/03/2022

  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.

  While driving our 2021 Ford Bronco we have experienced two complete electrical failures leaving us in traffic without any hazard lights or the ability to move the vehicle to a safe location. After the first time the dealership had the vehicle for 8 days , found 15 alert messages but would fix anything. The second time happened 13 days later. We paid for rental car reimbursement which they first declined to honor until we kept insisting.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2022/11/03) */ Contact Name and Title: Michael M*********** Contact Phone: ********** Contact Email: ************************ We currently have Mr. ******'s Bronco Sport in our shop. It has been diagnosed and we are waiting for a part to arrive to complete the repair. The part is called a Battery Junction Box, which houses all of the fuses and relays for the vehicle. Replacing this component will rectify the concern that our client is experiencing. The component is due to arrive on November 8th. Our client has been provided a loaner vehicle for his use until the repairs are complete. We have also consulted with Ford Engineering and they concur with our diagnosis. It is our goal to restore the client's faith in his vehicle. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this is the cause why was it not diagnosed the first time it happened and the dealership had the vehicle for 8 days. We were told to take home a vehicle that was completely unsafe to drive. When it lost power the second time it was in rush hour traffic, no working lights and not able to move vehicle to a safe location. Had to have vehicle towed at our expense which required it being dragged onto the tow truck since it couldn't be placed in neutral. The tow truck driver advised us this was the second Bronco he towed in 2 days for the same reason. We should have never been told to take home a vehicle that was clearly not safe to be on the road. This has left our family in a very dangerous situation twice. A simple google search reveals this is a problem with 2021 Bronco's. Business Response /* (4000, 9, 2022/11/07) */ We of course apologize for any inconvenience caused to our client. Any expenses that the client incurred will of course be reimbursed. The battery junction box that we have been waiting on has arrived and our technician will be installing it with the next day. After the repair has been performed we will test drive the vehicle extensively to ensure the symptom does not repeat itself.