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:03/31/2025

  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.

  Grapevine Ford advertised a **** Ranger on Autotrader for $43,449.00. I called a sales person named *****. He indicated he had the vehicle. I confirmed the price and he stated that was the price. Few days later, he called me and asked if I was coming out to see the vehicle. I did not give him an exact time but said I would make it. and again, confirmed the price of the vehicle, $43,449.00. Went to the dealership, and after 2 hours, the final paper work came, the delay was the system was down. Now the price was $46,449.00. And the dealer addons made it $50,449.00. Where the heck did this come from? I confirmed with you, *****, twice, $43,449.00, and you lied to me, twice. There is going to be a doc fee, fine, but then in your advertisement, state that, plus doc fee. Bait and switch, no truth in any advertised price. Not a reputable dealership!

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  Mr. ****,
  
  With regards to BBB Complaint #********, please note that the customer returned to our dealership and purchased a vehicle.
  
  We appreciate the customers business and look forward to providing service in the future.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  
  

  Customer Answer

  Date: 04/10/2025

  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 very glad that took this seriously and in the fact that I did purchase a vehicle from them, that, experience, was indeed significantly better.
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:03/07/2025

  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.

  26 December 2025, a **** vehicle was dropped off at Grapevine Ford for service. The service took 60 days to complete. Once the vehicle was ready for pickup, an assortment of non-existing issues prior to drop off were noticed by the owner. The engine cover and brake cover were missing, the coolant reservoir was empty, the dash was illuminated with check engine lights, the turbo hoses were broken and/or missing, exhaust bolts were loose and/or missing, the vehicle was leaking antifreeze, and the transmission was knocking. After acknowledgement of these issues the owner of the vehicle realized on the digital trip meter in the car, that there were 90 miles and 5 hours of unexplained drive time. After this realization of negligence done by the dealer and service technicians, the owner of the vehicle confronted the service manager in regards for an explanation. The service manager claimed responsibility for the damages and was inclined to rectify the issues created by the **** service staff. Once the damages were completed the owner of the vehicle was notified. However, when trying to pickup the vehicle, **** claimed a "Medallia" survey was binded to the agreement in order for the owner to regain possession of the vehicle. Without the completion of this survey, the owner must pay for the damages created at fault by the Ford technicians. The owner of the vehicle did not recieve a survey in email format and was therefore required to pay over $700 in order to take possession of the car. **** claims they can only send the survey one time. When calling **** customer service, they explained **** dealerships are privately owned and can enforce whatever policy they desire. The complaint filed with **** is as follows. CXH03770403-V6X5Q0. The owner of the vehicle and the **** customer service representative both agree this policy is immoral and unethical and reimbursement should be given.

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  Dear Mr. ***************** regards to BBB Complaint #********, I apologize for the delay in responding to this case. I had been on vacation for over a week and then upon return, ended up getting sick and so was out another week. I have been trying to catch up with emails and thus, the reason for the delay.
  
  That said, please see below explanation about the issue.
  
  The customer came in December 30, 2024 due to a concern about white smoke exhaust. At that time, he was advised about the existing heavy workload and that the repair process would be lengthy.
  
  The customer has a 3rd party extended warranty through **************************** Once the issue was diagnosed and determined that there was coolant intrusion into the engine, it was reported to the 3rd party warranty. The 3rd party warranty company then sent one of their inspectors to investigate the situation. After showing the inspector the test results, the extended warranty company requested that the engine be torn down to measure cylinder head flatness. We then tore the engine down for test results and the extended warranty company then sent another inspector to follow-up on the case.
  
  Upon reviewing the case, the extended warranty company approved only (1) repair - the head gasket replacement. Parts had to be ordered to complete the job.
  
  In the meantime, a multi-point inspection was conducted and the discovery of leaking hoses was reported to the customer. Once the head gasket replacement had been completed, the customer took his vehicle but returned later due to the leaking hoses. However, he had already been informed about leaking hoses on the multi-point inspection report prior to taking the vehicle. We then quoted the cost of the hoses to the customer, he approved the repairs and we replaced them. Unfortunately, often times, secondary coolant leaks can worsen after a primary leak, such as this, is repaired.
  
  At the time of the hose repair, we reported it to the extended warranty company and learned that the hoses are excluded from coverage.We therefore discounted the repair cost by $270 in the interest of customer service for the customer.
  
  We do apologize for the length of time of the repair process. Most of it was out of our control. Additionally, we apologize about the secondary concerns after our repair was performed. Unfortunately, the customers vehicle is over 10 years old and has over ******* miles on it. It is possible there will be more needed repairs in the future.
  
  Please note, the cost of the performed repairs were legitimate and were approved by the customer prior to the repairs. We can certainly attempt to ask for financial assistance with ****************** on behalf of the customer as that is the only option we have to seek financial assistance for the additional repairs. We can also offer diagnostic relief on any additional concerns that may surface from now until the end of 2025 as well.
  
  Please let us know if the customer would like to explore either of the above options.
  
  Thank you,
  
  Grapevine Ford Lincoln

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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 January 25, 2025, I visited Grapevine Ford to purchase a 2022 Dodge Charger listed at $28,288 and trade in my vehicle for $19,000. Sales representative **** initially offered $12,000, but after negotiations, we agreed on a $15,937.50 trade-in value, which I signed a document reflecting. During this time, **** focused on monthly payments and avoided providing detailed cost breakdowns, omitting information on fees.After a 40-minute wait, finance manager ***** ***** rushed through the paperwork, mentioning ************* and other add-ons, claiming they were included in the $28,288 price. Despite my requests for clarification, I proceeded with the signing process, trusting his assurances. However, I was not given copies of any documents or the chance to review the details.The next day, I emailed **** requesting copies of the documentation and information on the dealerships return policy but received no response. By Wednesday, I discovered through my lender, ****, that the loan balance was $22,000, not the expected $11,500. My attempts to contact the dealership were unsuccessful.I visited the dealership in person on Wednesday and Thursday, speaking with ******* ****. He dismissed my concerns, pointing to my signatures, but did not address discrepancies in the paperwork, including:The loan term was listed as 83 months instead of the agreed 72 months.Unauthorized charges for Club Plus, MPP Warranty, additional key fob, and LoJack.The trade-in value was recorded as $15,000 instead of $15,937.50.******* suggested I could cancel some charges, but I still face $1,200 in additional, unauthorized services.I feel misled by Grapevine Ford and request a thorough investigation. I am seeking:Refund of all unauthorized charges totaling $1,200.Correction of the loan term to 72 months.Adjustment of the trade-in value to $15,937.50.Implementation of transparent sales practices.

  Business Response

  Date: 02/10/2025

  February 9, 2025
  
  Ms. ****,
  
  With regards to BBB Complaint #********, please note that the customer has been to our dealership and we have addressed the his concerns.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  Date:01/20/2025

  Type:Billing 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.

  Ill upload a timeline to help. It is an email I sent the company back in September. Short Version, bought a vehicle that was misrepresented (mileage and price online). Only proceeded because the salesman worked to help correct the issue. Still felt cheatedAfter that, noticed a water leak within the first couple months of ownership. Only found it due to rain(infrequent in *****). Dealership failed to repair multiple times so I started buyback process. I was denied due to not enough attempts or time in shop. At this point they had my vehicle for over 2 months total time across 2 appointments. While working through the denial, I requested monetary compensation from the dealership. The service manager agreed to two payments and I eventually got my vehicle fixed. It is now January and I have heard back since October. So to recap Ive been denied a buyback and the dealership continues to fail to hold up their responsibilities.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Ms. ****,
  
  With regards to BBB Complaint #********, one of our Service Managers has been in communication with the customer. Although no promise was made to cover any payments, the customer has been informed that we will submit a case to **** on his behalf for payment assistance.
  
  At this writing, that case has been submitted and we are currently waiting for a response and decision from ****. We will report once **** communicates their decision.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  

  Customer Answer

  Date: 01/31/2025

  Complaint: 22833877
  
  I am rejecting this response because:
  
  This is false. The manager assured me that this would happen and they would initiate the process, however, it could take some time. Why would someone wait over 3 months for something that wasnt promised. Communication has been horrible, I cant even get you to respond back to me outside this channel. 

  Regards,
  
  ******* ******

• Initial Complaint

  Date:01/03/2025

  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 am seeking a buy back of a **** Explorer. We purchase a certified **** in June 2024. Since then the Explorer has been back and forth in the shop about 8 weeks. We would like for the Lemon Law to be applied.

  Business Response

  Date: 01/27/2025

  January 27,2025
  
  Ms. **** -
  
  With regards to BBB Complaint #********, please note that our service management team has been in direct contact with the customer and has provided resolution/correction of the vehicle concern. We have also gone over the vehicle in-person with our shop *******.
  
  We hope that this provides both confidence in the quality of the pre-owned vehicle and of our efforts to support our customers during their ownership experience.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  Date:12/17/2024

  Type:Billing 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.

  Grapevine ford placed a new transmission in our vehicle after the original failed due to an accident. We were provided a price and upon picking up the vehicle, we were given a higher costs without any additional work or parts. At the time of replacing the transmission, grapevine ford had to remove a part that had a gasket. Upon repair, they failed to replace the gasket with a new gasket, causing that part to leak. They are trying to charge us several thousands to remove the part and replace the gasket that they should have replaced prior to putting the part back on at the time of the transmission work. No exact quote is given. We have called, sent and recieved texts stating the individuals no longer work at the dealership. We have left over 25 messages asking for the manager to reply to our calls. No returned calls nor missed calls have been attempted by the dealership. When we attempt in person, nobody is available to answer any questions.

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  Ms. ****,
  
  With regards to BBB Complaint #******** regarding the part that is leaking, please note that we are sorry to hear that the customer is experiencing another issue with their vehicle. In July of last year, we diagnosed the transmission as a faulty assembly and replaced the unit. No others issues were present or addressed at that time.
  
  On 10/16/24, the customer returned with a different concern of a fluid leak - we identified the source as coming from the power take-off unit (PTU) - an altogether separate component from the transmission and unrelated to the previously performed repair. The customers vehicle was brought into the shop and hoisted so he could observe the leaking seal on the ***, at which time, he acknowledged the issue and informed us that he would return at a later date for repairs.
  
  We apologize for the confusion, but cannot offer recourse for a different components failure that was not included with our prior repairs. It was our understanding that these separate powertrain assemblies were properly identified and explained. However,we are willing to show the customer again the location of the point of failure of the fluid leak that is coming from a component different from the transmission.
  
  We hope the customer finds this agreeable and we are available to provide support to address this separate issue.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  
  
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  I have now taken my vehicle to **** 16 times with the same exact issue. These problems started over 19 months ago, and the same problem has continued throughout that entire time. I took my vehicle to Grapevine Ford and provided full documentation of all the work that's been done on my vehicle. I informed them of the dangers of driving this vehicle because it will stall while pulling out into traffic. I have several near misses. I have almost been hit multiple times because the vehicle stalls at dangerous moments. All these details were laid out to Grapevine Ford and ********************* when I dropped off the vehicle to them the first time. They have a full history of all the work that's been repaired. I had the ******* of their shop drive my vehicle and he told me that he knew there was a problem with the vehicle that had to be repaired before it left their shop. They kept my vehicle for weeks on end and failed to provide me a loaner vehicle. They attempted to charge me thousands of dollars for repairs I had already paid for until I provided proof that I had already paid for those items and they were under warranty. They then returned the vehicle to me with the same exact problem that I dropped it off with. The vehicle stalls dramatically from 0 to 20 mph every time you drive the vehicle. I took the vehicle back to Grapevine Ford once again with the engine fault light on and advised them of the issue. I provided pictures of the issue. I have videos as well. Grapevine Ford kept my vehicle for weeks but finally claimed there was "nothing wrong with the vehicle" and that they had already fixed it. Even though they kept my vehicle for weeks, they provided only 10 days worth of a rental car. **************** calls me and insults my intelligence and very rudely proclaims there is nothing wrong with my vehicle. The car broke down right away (AGAIN) and had to be returned (AGAIN) to Grapevine Ford. Terrible service. I'm starting to doubt that anyone at **** knows what they are doing.

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the repair of the customers vehicle,  we apologize for the amount of visits the customer had to make for the repairs on his **** vehicle. In reviewing his warranty history with **** Motor Company, Grapevine Ford has seen the vehicle 3 times from February 2024 to July 2024.
  
  In the first repair, we found multiple concerns associated with the cooling system - partial new failed components, partial parts that had previously been replaced at another dealership had failed thus, creating more process than the usual streamline of repair.
  
  With regards to the complaint about the attempt to charge the customer thousands of dollars, the parts that had been replaced at the previous dealership had no coverage without documentation of replacement; thus, we did need proof of the paid replacement from the other dealership. As a result, that created more time in the process.
  
  We have addressed the customers desired settlement of the job being finished - the repairs have been completed and the customer picked up his vehicle on July 17th. As a goodwill gesture, Grapevine Ford covered the $100 deductible associated with the repair.
  
  Again, we apologize for the continued frustration and administration needed to process the customers repairs - not only at our dealership, but also at the others. We did not find anything outside the manufactured defects that created the customers concerns.
  
  Please note that our Service Director did speak with the customer regarding this issue. If the customer needs direction in contacting ****, we can assist with that. We also would encourage the customer to reach out to **** Motor Company to share his feedback about his product issues.
  
  Respectfully,
  
  Grapevine Ford Lincoln

  Customer Answer

  Date: 07/21/2024

  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 however, upon picking up my vehicle there was discovered a new repair issue that was not a problem until they returned my vehicle. I haven't been able to address the issue with the dealership yet because I've been involved with work and a family wedding, but immediately when I recovered the vehicle at the dealership there was a new warning light. The light indicates that there is a brake light fault. I'm not sure if this has anything to do with the recent repairs, but the warning has occurred everytime since I've been in the vehicle since I've picked it up. That should have been addressed prior to them returning the vehicle to me. I will try to swap out the brake light myself prior to returning the vehicle there, but this is another issue among the multitude of issues with ****. I do not fully agree with the accuracy of this response as well, but FINALLY the vehicle does seem to be repaired after 16 times at **** dealerships. It is actually driving normal again after 19 months of headache, so for that Grapevine Ford deserves a medal. I think the engine issues were finally fixed. I think. I will also admit the director at this location was the first employee in all of **** that wasn't either a complete jerk, moron, or a****** so for that that he also deserves much credit. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/24/2024

  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.

  Placed a loan in my name on the wrong vehicle and VIN and did not rectify it in a timely manner.

  Business Response

  Date: 07/10/2024

  July 10, 2024
  
  ************,
  
  With regards to BBB Complaint #******** concerning an auto loan for the customer which listed a different vehicle, we apologize that a clerical error resulted in dissatisfaction with the customers purchase, so we have taken the appropriate steps to rectify the situation. A flat cancel check has been issued and was sent to the customers lender on Monday 7/1/24 which immediately effected closure of the loan.
  
  In addition, we also accepted the return of the customers vehicle and unwound the deal and contracting paperwork.
  
  We hope these efforts are accepted as suitable in addressing the customers concern, and appreciate the opportunity to have earned his business
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  Date:04/30/2024

  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 went to the dealership in order to have the cam phasers replaced under warranty. As part of the repair process, the ** system has to have the refrigerant removed in order to remove the driver side valve covers to replace the cam phasers. After the dealership completed the service and returned the vehicle I noticed that the air conditioning was not running properly. On the first 80+ degree days in ********** I was sweating in the truck with the ** on full. I notified the dealer that something was wrong with the system and brought it back in on 3/8/2024. The dealer returned the car back on 3/18/2024 and told me there was nothing wrong with the **. During the next warm trend I ran into the same issue and emailed the dealer again and they did not respond anymore. I took the vehicle to an independent mechanic on 4/25/2024 and they confirmed that there was no refrigerant in the ** system. The independent mechanic refilled the system with refrigerant and now there are no more issues with the ** system. I paid them ****** with card/through points and they were also compensated by **** since this was a warranty repair. The cost for the independent mechanic was $584.66 to diagnose and recharge the **.

  Business Response

  Date: 05/14/2024

  May 14, 2024

  ************,

  With regards to BBB Case #******** in which the customer voiced concerns about her air conditioning after the repair visit to Grapevine Ford for mechanical cam phaser replacement on 1/19, 2024, we reviewed the repair instructions in the workshop manual and found that there was no access to ** refrigerant as any part of the repair process to the cam phasers. When the customer returned approximately 1800 miles/3 months later, we found the ** system operating as per design - duct temperatures matched the temperature setting for ** system operations.

  Commonly, we find that when ** systems have a depletion of refrigerant, it is due to a small or large leak and so simply refilling the system is not a repair. It is only a temporary fix that will have a recurrence of failure in the future.

  At this time, we invite the customer to return so that we can check the ** system for leaks. If leaks are found, we can certainly submit a request to **** for good will assistance on the customers behalf.

  Please let us know the date and time to schedule that service visit. We can provide a complementary rental car for the customer to help facilitate the transaction.

  Respectfully,
  Grapevine Ford Lincoln

  Customer Answer

  Date: 05/15/2024

  Complaint: 21648972
  
  I am rejecting this response because: I would not trust this dealership with any of my vehicles ever again. They had the opportunity to identify the issue and fix it when I brought it in and they never even checked the refrigerant level and instead told me it was fine. Before the cam phaser repair I never had a single issue with this vehicle and since the repair the ** didn't work and the dealership failed to diagnose the issue. The independent mechanic confirmed the issue with me in the car and then repaired the issue. I haven't had a single issue with the air conditioning since then. I have a copy of Grapevine Ford's service record from the time I brought in the vehicle to have the ** system inspected and nowhere in the report is there any mention of them checking the levels. 
  
  Regards,
  
  *************************

  Business Response

  Date: 06/05/2024

  June 5, 2024
  
  ************:
  
  With regards to BBB Complaint #******** concerning the customers A/C system performance, please note again -the A/C system was neither accessed/removed nor otherwise compromised during the replacement of the camshaft phasers. Our certified technicians are required to strictly adhere to the manufacturers repair guidelines and instructions.They did not deviate from those guidelines/instructions while working on the customers car.
  
  Three months after the camshaft phaser replacement, the customer returned with an air condition performance concern. At that time, duct temperature readings were taken and were confirmed to match the control panel settings. The A/C levels were not checked because 1) the lines were not accessed for the previous repairs, and 2)the temperatures monitored were within rangethe customer did not pay for a complete A/C system diagnostic test.
  
  In response to the customers visit with an independent repair shop - we cannot verify what was found or what was stated. In our experience as certified representatives of the manufacturer,we present all facts and data to customers in the hopes of providing accurate and cost-effective repairs. The air conditioning system on automobiles is a sealed system. Checking or recharging the levels is not an actual repair and will only prolong the inevitable failure of the faulty component as the source of the malfunction.
  
  The customers complaint is more indicative of correlation as opposed to causation. We did not access the sealed A/C system during the initial repair, and months later, a separate and unrelated condition surfaced.
  
  We do not want any of our customers to feel like we dont support them during the ownership and maintenance of their vehicles. We are willing to help if the customer elects to give us the opportunity and will leave our offer open if the customer experiences an A/C system failure in the future.
  
  We hope the customer finds this explanation reasonable, and also accepts our efforts as accommodating as we cannot provide further recourse at this time.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  Date:04/16/2024

  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 was forced to purchase a ************** Agreement and a MPP Protection Plan when I purchased my new **** F-150 on 03/12/2024 both plans add $3284.00 to my contract with **** Motor Credit and I have read my contract and it states that these purchases are not necessary to purchase a vehicle from Grapevine Ford Lincoln, but before signing the contract I informed ************************** that I did not want either of these products several times but that didn't matter, he informed me several times that adding these products to the contract would not increase my payments and I would be covered if the vehicle was stolen or any mechanical problems would occur that were not covered under the **** Factory bumper to bumper warranty again I said no but he would not proceed or move forward without adding these to products to the sales contract I protested and said no but it was clear to me that i would have to leave the dealership without the vehicle that I wanted and I was told by my salesperson this was the only one available in the color I was looking for with black interior and with two wheel drive, I was made to feel that this deal was not going to happen unless I agreed to purchase these items that have absolutely no value to me and sign the contract.

  Business Response

  Date: 04/19/2024

  April 19, 2024
  
  Ms. Cabrini,
  
  With regards to BBB Complaint #******** regarding the LoJack and MPP concerns, we appreciate the customers business and are grateful that he brought this to our attention.We apologize if the paperwork and contracting portion of his vehicle purchase was not explained thoroughly, or if our standard and optional products or policies were misrepresented in any way. We offer numerous vehicle accessories, warranty coverage plans, and additional ways for our customers to protect their investments. This can become overwhelming or confusing if not presented properly; but these are offered in hopes of extending convenience, peace of mind, and to further protect our customers and their vehicles during ownership.Ultimately, our goal is to inform and educate so the best decision can be made;we never want any client of ours to buy anything they dont want or to leave here without feeling entirely confident in their purchase.
  
  We welcome the opportunity to provide assistance with canceling the additional warranty policy. Please note, however, that some of our vehicle accessories (i.e. LoJack) are considered pre-loaded items and are installed during the dealerships vehicle inspection and check-in phase. These particular products are added to all of our inventory and remain on the vehicles to point of customer delivery for proper function and value added protection.
  
  We are available for any questions or concerns with the customers purchase and to offer any further assistance as required.
  
  Respectfully,
  
  Grapevine Ford Lincoln

  Customer Answer

  Date: 04/23/2024

  Complaint: 21580420
  
  I am rejecting this response because:Grapevine Ford is willing to break the rules as long as there is profit to be made on LoJack and Mpp Warranties.  I have a copy of three seperate contracts included with my paper work and each and every one states it is not necessary to purchase LoJack or MPP warranties to make a vehicle purchase.  The Question that remains is if its not necessary to purchase these items LoJack and MPP Warranties to make a vehicle purchase then why after protesting and saying NO several times and refusing to sign and hesitating to sign WHY am I STUCK with em both.  Grapevine Ford states the Ultimate goal at the dealership is to inform and educate so the best decision can be made,  I said NO  serveral times 

  Grapevine Ford states they don't want any client to buy anything they don't want, after making the complaint to BBB *********************** contacted me by phone, I informed him of what happened in the finance/business office and he told me There will be NO REFUND of LoJack
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/25/2024

  April 25, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the LoJack concern, we apologize if the customer felt misled or confused about the accessories and additional coverage policies we offer. Although the customer says he responded no to these items, he still chose to move forward with signatures which indicates his approval even after detailed disclosure of these additions to his vehicle purchase were provided.
  
  Our Finance Director called the customer and discussed what we would be able to do. We have provided assistance with cancelling the *** warranty in question; however, we cannot provide recourse for the permanent LoJack accessory that comes pre-installed on our vehicles.
  
  We are available for any questions or concerns with the customers purchase and to offer any further assistance as required.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  

  Customer Answer

  Date: 05/01/2024

  Complaint: 21580420
  
  I am rejecting this response because:
  
  Regards,   In the latest response from Grapevine Ford Lincoln a portion of the response reads we cannot  provide recourse for the LoJack accessory but in the previous response it clearly states that Ultimately our goal is to inform and educate so the best decision can be made; We never want any client of ours to buy anything they don't want or leave here without feeling entirely confident in their purchase.  I consider myself a client of Grapevine Ford Lincoln I'm clearly not happy with being forced to purchase LoJack and an MPP warranty to complete the purchase I made, the contracts for MPP and LoJack both clearly state it's not necessary to buy either one of these items but LoJack is installed on each and every vehicle for sale at Grapevine Ford Lincoln so this tells me Grapevine Ford Lincoln has no regard to those particular words on the contract and you can't buy a vehicle without LoJack installed.  Not necessary to make a vehicle purchase should be removed from the contracts of MPP and LoJack    Why not let the customer decide what they want on their vehicle, I've done everything I could to avoid MPP and LoJack yet here we are.   I absolutely love my Truck I'm enjoying it this is my Fifth F-150, so as far as I'm concerned **** makes a great Truck but I will never visit Grapevine Ford Lincoln again I get compliments on my Truck all the time but the first thing out of my mouth is Don't do business with Grapevine Ford go someplace else any other **** dealer not Grapevine Ford.
  
  ***********************