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:11/22/2024

  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.

  On October 1, 2024, I purchased a part for my **** Dakota from Grand Prairie Ford. After taking it to my mechanic for installation, I was informed that the part was defective. On October 12, I returned to the dealership to request an exchange, but I was told that the part could not be returned because it hadnt been installed by a certified mechanic. The only option they gave me was to buy a new part and receive a partial credit for the defective one.Reluctantly, I purchased the new part for $918 after a credit was applied to the $1,134 original cost. My mechanic installed the second part, which worked perfectlyproving the first part was indeed defective and that the certification of the mechanic was not the issue.I returned to Grand Prairie Ford to request a refund for the first defective part. Initially, ******** **** and *** ********* seemed willing to work toward a resolution. However, in my final conversation with Mr. ********** I was told that I should have brought the truck to their dealership for them to verify the parts condition instead of taking it to an independent mechanic. This was never communicated to me ************* the end, I effectively paid for the part twice$1,134 initially and $918 for the replacement. In total paying $2052. Its extremely disappointing that Grand Prairie Ford refused to take responsibility for selling a defective part, forcing me to bear the additional cost. This experience has left me feeling cheated, and I would caution others to think twice before doing business with this dealership.I would like a refund for one of the amounts listed above.

  Business Response

  Date: 12/23/2024

  In response to complaint 720194071CC3B On May 21, 2024, the customer, **** ***** son, purchased a valve body for his personal vehicle under an independent shop account. The shop had been hired to perform transmission repairs on Mr. ****** vehicle.
  On October 12, 2024, the customer returned to ********************** requesting an exchange, stating that his mechanic had diagnosed the part as defective. The parts and service departments at Grand Prairie Ford explained that a diagnostic check would be required to confirm the defect and proceed with a warranty claim. They also clarified that if the part was found to be defective, **** Warranty would replace it at no charge, per ******************* warranty policy.
  Mr.****** son declined the diagnostic check and chose instead to purchase a replacement part. Approximately three weeks later, the customer contacted us requesting reimbursement for the part. We reminded Mr. ***** that the required process had been explained but not followed. Nonetheless, we submitted the claim to **** Warranty for review, despite the vehicle not being inspected by Grand Prairie Ford.
  **** Warranty ultimately denied the claim, as the required steps to confirm the defect had not been followed. The customer was informed of ***** decision.

• Initial Complaint

  Date:10/15/2024

  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.

  Long story short, I took my vehicle in to Grand Prairie Ford to be serviced after my vehicle was vandalized. After my vehicle had sat there a whole year partly due to a payment dispute with the insurance but mostly due to the dealership losing my car key and 3 local towing companies refusing to tow my vehicle from the dealership without the key to put the vehicle in neutral due to the tires being flattened, my vehicle was towed away as abandoned and then sold at an auction without either **** or the tow truck driver notifying me of the situation. Here I am waiting in the dealership to have me a new key made and they act like they dont even know where my vehicle came from. I reached or to the dealership myself, I reached out to their legal department, and their insurer with no response. Ive contacted **** investigated who have reached out to them 3 times with no response as well.

  Business Response

  Date: 10/18/2024

  In response to complaint number ********, Grand Prairie Ford would like to clarify the circumstances surrounding the 2010 Jaguar XF belonging to ******* *****,the insurance policy holder ********* ******, and the communication with Grand Prairie Ford. The vehicle was brought to our lot on March 25, 2023, following an incident in which it was deemed a total loss by ******************. We were informed by the customer, through our employee **** **********, that they intended to buy the vehicle back and arrange for a tow truck to retrieve it.Despite multiple assurances, no tow truck was sent, and the vehicle remained on our lot for over 13 months.
  In good faith, Grand Prairie Ford waived the storage fees during this period.However, after September 2023, we received minimal communication from the customers, and there was no action taken to remove the vehicle from our premises. Given that the vehicle had been abandoned for an extended period, we were left with no choice but to follow our standard procedure and arrange for the vehicle to be towed by our assigned abandoned vehicle company in May of 2024. We believe we acted fairly and responsibly under the circumstances and would be happy to discuss this matter further if needed.

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising 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.

  Grand Prairie Ford change the sale price of the vehicle. Grand Prairie Ford also sold me two extended warranties both covering the same things one for ****** miles one for ******* miles. Hence there was no reason to sell me the ****** mile warranty. They also marked up the vehicle after I signed paperwork from $25,900-$30,000.If you check their website and the history of the website, it will support these facts. I wish Grand Prairie Ford to refund me the money of the ****** mile warranty. I would also request Grand Prairie Ford change the sales price back to their original of $25,900. This is dishonest business and reflects badly upon ****.

  Business Response

  Date: 10/18/2024

  Our records and accounting information only reflect one warranty. The finance sheet you signed mirrors the paperwork you signed in the business office as well, price and warranty. You can only have one warranty at a time on your vehicle. If you see differently, please reach out to *** ****** to get this clarified. 

  Customer Answer

  Date: 10/18/2024

  I am rejecting this response because:   If you see here(the picture I added), the price I was aware of was the one yall were advertising! I was given this number twice. Then after we spoke about warrantys the numbers changed! *** went to two **** houses and they both verified yall sold me two warrantys.

  Business Response

  Date: 10/18/2024

  Our records indicate no change, and that you have 1 warranty. If you dont want that, please give us a call to fix this. 

• Initial Complaint

  Date:10/01/2024

  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 reached out to purchase a vehicle and went through an over the phone and text massage conversation with ****** and her manager ********. We negotiated but were unable to come to terms. I politely asked them to remove my information from their system and not to contact me again via text to both people. No later than an hour later I am getting spam texts about the vehicle they were unwilling to sell at the negotiated rate. I have multiple texts asking them to not reach back out as they were unable to earn my business and I would not visit the business because I was not going to waste my time if we are not able to come to an agreement prior. They did not respect my wishes and continue to contact me. Also they were falsely advertising the price of the vehicle online. Attached is the deal they presented with an almost $3000 markup verse the online price.

  Business Response

  Date: 10/07/2024

  I apologize we couldn't discount the vehicle to a more affordable price. We did discount it as much as possible. We have since removed all of Mr. Farmers contact information in the system. 

• Initial Complaint

  Date:08/29/2024

  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.

  ?????? **** 2024 Review ????My Experience: ????I recently purchased a brand new **** 2024, expecting top-notch quality and safety features. However, I've been facing a concerning issue with the parking assistant sensor constantly going off for no apparent reason. ****** explanation? I have to endure the loud sensor noise until the October update is released. ????Safety Concern: ???Driving around with a blaring sensor noise is far from safe. ****'s dismissive attitude towards this issue is alarming. It's not just an inconvenience but a serious safety hazard for any driver. ????Overall, my experience with ****'s response to this problem has been disappointing. I urge them to prioritize the safety and satisfaction of their customers. ????

  Business Response

  Date: 09/13/2024

  Thank you so much for the feedback. It sounds like your concern with your vehicle is a manufacturers issue. I would certainly like to assist as much as possible, however, we are limited to when ********** company releases updates and such so we can perform any work to a vehicle. If anything changes prior to a manufacturer release date, we can certainly perform an update to resolve your concerns. 

• Initial Complaint

  Date:07/12/2024

  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 72 year old mother purchased this vehicle from the dealership in January of this year. They told us the carfax was clear. The vehicle has bondo all over the backend and we have been told from other sources that this vehicle has a different backend on it. They charged my mom 24k and she has to pay on this vehicle for 6 years. The car is starting to rust around the cracks that were put back together using bondo. The dealership needs to make this right.

  Business Response

  Date: 07/18/2024

  Thank you or your note regarding your mothers purchase. All purchasers of vehicles are required to review and sign a carfax report when making a purchase. This is to ensure they know how much warranty is or is not left on their vehicle, as well as if any damage has been reported to ******. I can assure you, this was signed by your mother. 

  We are happy to review any damage you have found, even help in some capacity, however, a claim that we do not share or show a customer the information is false. 

• Initial Complaint

  Date:05/10/2024

  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.

  Purchased a vehicle 4/25/24 that they charged me for an all point inspection. The next day the battery failed a dead cell and had to purchase a new battery. Called the dealership and they refused to reimburse me and would not provide me a copy of teh inspection..

  Business Response

  Date: 05/10/2024

  Couldn't agree with you more, you shouldn't be out the money. We are more than happy to refund you the money for the battery. I will have my business off issue the refund. 

  Please allow 5-7 business days. 

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

• Initial Complaint

  Date:03/21/2024

  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.

  On 2/5/ 2024, my husband ****** and I purchased a 2023 V8 F 150 from GPF, after much negotiating with *********************/Sales Manager that began on 1/15/2024. We went to the dealership on 1/16/2024, but were unable to negotiate a deal. ***** continued to contact me via text to keep the dealership in mind. On 2/1/ 2024, he sent me a picture with a proposal for an F150, but the cost was still a bit over our budget. On 2/3/2024, I received a coupon from **** with a code to save $2000 on a new F 150 that i sent to *****. He texted to ask if he could get us at $700/month with a 1.9% interest rate would we purchase the truck. He said he could get us at that monthly price with a Flex Buy, but he never mentioned that the interest rate was going to change from 1.9 % to 5.9%. Throughout the negotiations we had been told and led to believe that we were getting 1.9%. on this loan. When we signed the paperwork on 2/5/2024, with *************************************, the Finance Manager, he never mentioned the interest rate at all. I found out about the higher interest rate because I called **** Credit with questions about the due date on 3/19/2024. We were told by ***** that our first payment would be due in 45 days which would be on 3/21/2024, but when I went online on 3/19/2024, to make the payment it was showing a due date of 3/6/2024. We thought we purchased a V6 F 150 because that was we asked to see since day 1, but the truck is a V8. I emailed ***** on 2/6/2024, and he said that a V6 was out of our price range. I am making this complaint is because we feel that GPF dealership lacked transparency during the negotiations and did not disclose key details. Instead they made decisions for us. I called yesterday to contact the ** but he did not return my call. The A** *************************** did speak to me, but we did not reach an understanding. My plan was to go to GPF today, but when I called to ask for him he was gone for the day. We trusted what we had agreed to, but they did not disclose everything.

  Business Response

  Date: 04/25/2024

  We make every attempt to be transparent with out customers when it comes to the vehicle of interest, as well as the financial obligations, amongst many other things. This is why we have a window sticker with all equipment and options on every vehicle on the lot, as well as provide this to the customer at the time of delivery. A thorough walk through is done with every customer at the time of delivery, an inspection, as well as an explanation of all equipment and functions of the vehicle. However, we can understand that many customers like to review multiple vehicles when shopping, so it can get confusing. Thats why we have these layers of communication through the purchase process.

  With regards to the financing, we do the same. Multiple reviews are made before you sign the legal contract. You will review the financing options on any, all, multiple vehicles of interest when shopping, but MOST important, you will always review a contract before you take off with the vehicle. Ironically, it is the picture you provided, which clearly shows the you agreed to the APR terms for the vehicle you signed a contract on.

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising 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.

  The work was not completed by Grand Prairie Ford as they could not complete the installation at that time. They were holding my truck for ****** and to get the truck for transportation to get home I had to pay the full amount of the installation fee. Which I had to get another dealership to compete the installation. The lose of use of the new truck I had purchased specifically for pulling my trailer for 3 weeks has cost me to loose out on a couple of jobs because I had no way to get my equipment to job sites. If anyone owes money it should be Grand Prairie Ford in punitive damages to me.

  Business Response

  Date: 04/26/2024

   We apologize that we were not able to satisfy you at the time . We utilize a schedule and set aside a certain amount of time to carefully perform our services. This is on a first come first served basis. At the time we had scheduled customers ahead of you and every customer is a priority . You can contact us either by calling and we would love for you to continue to utilize our services.  

  Business Response

  Date: 05/02/2024

   We apologize that we were not able to satisfy you at the time . We utilize a schedule and set aside a certain amount of time to carefully perform our services. This is on a first come first served basis. At the time we had scheduled customers ahead of you and every customer is a priority . You can contact us either by calling and we would love for you to continue to utilize our services.  

• Initial Complaint

  Date:07/19/2023

  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 wife and I went to **** in GP to purchase a new car. A very long story, short. We found one. During the haggle process which was unnecessarily long, the salesman said that with the Extended Warranty we would receive ******** changes for "Life". Apparently, Not so much! I took her car in for an oil change today and was notified that the bill would be $215???? I asked why is a Oil change costing anything, let alone $215? When we were told they would be free. The Service employee, ****** said he knew nothing about "Life-time" free oil changes did know about a two-year free oil change program that had just expired. He said we would now have to pay for the free oil-changes. The $215 came from the various addons that we never requested or are even recommended by the manufacturer. Perhaps **** Likes to bait and switch, misrepresent, and commit fraud by charging for services not needed or asked for. I do not appreciate that. ****** apparently is aware of this problem as he discounted the over-priced charges for the oil change and tire-rotation(The only two services we did want). We still were charged $40 for a Oil-change that was promised to be free.

  Business Response

  Date: 04/26/2024

    Thank you first and foremost for acquiring your vehicle from us at Grand Prairie Ford . We went back and looked at the purchase order and contract and nothing signifies "lifetime" . It does show that we made an adjustment at the time of your ******** and Filter service.  We as most dealerships have a regulated system in place and all negotiated items, value's and prices are reviewed by both a finance professional and the customer at time of delivery . That paperwork is signed off by both the dealership and consumer so there are no misgivings or misrepresented issues. WE value your input and we will utilize this communication as a valuable added "transparency" enhancement in our process. At times a consumer visits or speaks to several dealerships until they have found the right feel or match. Conversations can at times be jumbled.