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:03/19/2025

  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.

  Our 2009 **** Taurus had brake issues and was repaired at Brake Check, replacing the brake pads, brake booster, and master cylinder. The repair was unsuccessful and Brake Check diagnosed the issue as an *** module failure. Brake Check could not repair the *** module because the part is discontinued due to the cars age. We then took the car to Planet **** for a second opinion and specifically requested an *** module inspection. Their mechanic misdiagnosed the module as functional and instead recommended additional repairs. Trusting their expertise, we approved the repairs, expecting the issue to be resolved. However, after the repairs were completed, the car was still undrivable. The mechanic then revised their diagnosis, stating that the *** module was not functional. Had we been properly informed from the start, we would not have approved the additional repairs because the cost would have been more than the cars worth and the *** module was unavailable anyways.Planet **** is refusing to release the vehicle unless we pay for the failed repairs, despite their diagnostic error.We requested repair estimates, work orders, and an invoice, but they never provided them.While they mislead us on the repairs, Planet **** also attempted to pressure us into financing a 2014 **** Edge for $10,400 (before fees) with a 48-month loan at $250-$300/month. The deal required trading in the ******, an additional down payment, and thousands in interest, an exploitative financial decision. I believe that they tried to exploit us with car repair costs to entrap us in a unconscionable car purchase.Individuals ********************** Salesman): Managed repair process.** ************** (Sales Representatives): Attempted to pressure us into a bad financing deal.Service Manager *****: Refused to address our concerns.Preferred Resolution: Release the vehicle at no cost since their misdiagnosis led to unnecessary repairs or purchase the car outright since it remains undrivable.

  Business Response

  Date: 03/26/2025

  The dealership management has tried to work with  this customer.  ******* ******* brought her vehicle in for brake issues after attempting to have repaired at another facility. 
  At the time of drop-off, the customer did not disclose any previous repairs or diagnostics done to the vehicle at the other facility. We followed standard operating procedures to diagnosis and recommend necessary repairs. The customer declined some of the  recommend repairs. Unfortunately due to the age of the vehicle other parts are no longer available.
  
  

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regardless of whether the previous repair work was formally documented at the time of drop-off (which was disclosed verbally), I explicitly requested a complete brake diagnostic. A complete diagnostic, by definition, should include reviewing all possible causes of the brake issue, including prior repairs.
  
  Until recently, I had been under the impression that this issue resulted from a misdiagnosis of the *** module. However, upon visiting the dealership in person, I was informed that your standard inspection procedure is to repair issues one at a time as they are discovered, rather than performing a comprehensive diagnostic prior to initiating any repairs. With this new information, I now accuse the dealership of either misdiagnosing the *** module initially or failing to complete a full brake system diagnostic, including the ***, before performing repairs. Either scenario represents a failure in standard diagnostic protocol and led me to authorize repairs under false assumptions.
  
  I was misled into believing the vehicle could be repaired when, in fact, the *** module was not only faulty but discontinued and unavailable. This entire ordeal could have been avoided had your dealership conducted a proper, thorough diagnostic up front. A legitimate diagnostic should involve inspecting all likely causes of the issue, presenting the full findings to the customer, providing an itemized estimate, and obtaining full customer authorization before starting any work.
  
  Instead, by addressing issues piecemeal without providing the complete scope of problems, this dealership trapped me into a series of incremental charges without allowing me to make an informed decision. Even if the *** module was not initially misdiagnosed, this diagnostic process is highly predatory and unethical. It resulted in unnecessary expenses, an undrivable vehicle, and further attempts to pressure me into purchasing an overpriced car from the same dealership.
  
  I have repeatedly requested copies of the repair estimates, work orders, invoices, and any signed agreements or authorizations. These requests have been ignored both in person and over email. I am once again formally requesting these documents, as well as a written copy of your diagnostic and repair authorization procedures relevant to my case.
  
  If a fair resolution is not reached, I am prepared to escalate this matter through legal channels. My proposed resolution remains unchanged: return the vehicle at no charge, in the condition it was received, or purchase the vehicle outright, as it remains undrivable and was misrepresented during the repair process.
  
   
  

  Business Response

  Date: 03/31/2025

  This will be sent to the dealership's legal council. Thank you.

• Initial Complaint

  Date:06/17/2024

  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.

  My name is Chandra *********. I had my Husband’s 2007 Ford F-150 towed to the location listed above. Only to be told that it will be at least 10 days to get to the Truck. I was told by Rodney the first time that the delay would be longer because the Master Mechanics Home was damaged in the storm. The New Manifold I had installed left the truck with a vibration. I totally understood that the Mechanic having to take care of his home. I never received a response after the Master Mechanic should have been back to work. After repeated unanswered calls from service desk, I was forced to go to the facility where I was sexually Harassed by an employee because I asked to speak to Supervisor of the service Dept. (Jeff *****) He stated and I quote” We don’t do threats around here.” Needless to say I was referred back to Rodney. I asked him for 2 things. #1 your direct ext.. #2 Please simply Communicate with me so I can get a ETA of the completion and cost to repair the vehicle. It has been more than 2 months since I have seen my Truck. I even told Rodney after he gave me a number to reach him that I was Suspicious of what was happening and maybe they did something without my permisssion. Going on 10 weeks, I have NOTHING! But smoke blowing. Not to mention Rodney said and gave me a quote of $2200.00 to replace intake manifold, and spark plugs, and coil. I fear they will do something to the truck that will make it cost more. Your help and assistance in this Matter would be Greatly Appreciated. Truck vin# ends 31123. E-mail Correction **********@gmail.com

  Business Response

  Date: 07/10/2024

  Currently dealership has no power due to storm.  Will respond once able to communicate.

  Business Response

  Date: 07/26/2024

  the dealership is in communication with the customer. 

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  this company has led me on almost 4 months now from using the storms ,waiting on parts, which i understood and i put up with this and **** *** ******* **** * ******** ******** ******** ** ***** ******* * ****** *** *** **** ******* **** * *** *** *** ** ******** *** *** ***** ** ***** ** **** ***** * ****** *** *** *** * **** * ***** ********* ** ***** ** * Now after all these months, they say they cant help me and if they could it would cost close to $10,000 Dollars  That is what i want $10,000 dollars. Please let me know how i can get the recording to you. 
  
  
   
  

  Business Response

  Date: 08/12/2024

  Dealership legal counsel has been engaged and all correspondence must be directed to ******* ****** ******* * ****** **** **** ***** ** ****** ******** ** ******  ****** ***** *********

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on May 24, 2024. They wrote to me (via text) that I could keep my tires from my truck. After I agreed on a price, they said I could not keep the tires. I also put down a $500 deposit that the salesman told me I would get back. I have written to the business multiple times and I have still not received my deposit back. They are not even responding to my texts anymore. I would like my $500 deposit back on my credit card. I would like for them to mail my registration sticker to my house so I don’t have to go to their business again.

  Business Response

  Date: 06/10/2024

  Dealership has been in communication with customer and refunded the money. 

• Initial Complaint

  Date:03/23/2024

  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.

  On March 6, I received an email estimate from Planet Ford Collision Center for vehicle repairs following an accident. I went in person to the collision center around noon, and I specifically requested Victor to submit the estimate directly to ***** **** for approval, trusting his assurance that it was unnecessary as he claimed to work with them regularly. I was told that I would only be responsible for the $250 deductible. I left the collision center secured a rental and dopped my car off around 5:25PM. I was shocked to receive a call from Victor on March 22, stating I was responsible for over $1300 in repairs. During our conversation, Victor initially claimed to have submitted the estimate on the same day I dropped off my vehicle, despite his absence at the time of drop-off. Subsequently, he amended his statement, stating that he had submitted the estimate upon his return to work, without providing clarity on the timeline of events or seeking my consent before proceeding with the repairs. Victor stated that ***** **** took too long to get back to him and that he moved forward without the estimate approval. Furthermore, Victor's decision to move forward with the repairs in the absence of approval from ***** ****, citing their delayed response, demonstrates a disregard for protocol and a lack of transparency in business practices. Furthermore, Victor's decision to proceed with repairs without ***** ****'s approval, citing their delayed response, is unacceptable. His dismissive attitude and failure to address my concerns professionally have left me deeply upset and feeling taken advantage of. I demand a thorough investigation into this matter and a resolution that absolves me of any financial responsibility for repairs completed without my consent. There is no transparency in their business practices, and I should not be held responsible for the negligence of an employee who failed to submit the estimate before doing the work. I have attached a full letter of events.

  Business Response

  Date: 03/26/2024

  This customer actually came into the dealership yesterday and paid the full amount.  She met with the advisor who stated the customer was frustrated with her experience at ********* for declining the repairs. The customer stated she would be reaching out again to change her complaint.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 46 year old disabled veteran and I purchased a new 2022 F150 from the above mentioned dealer in April of 2022. The dealership installed a 6 inch lift, tires, and wheels on the truck as part of the purchase agreement. I have had the truck for a year and a half and have put 37,000 miles on it, all of which have been highway miles. The truck is currently in the dealer service department where it has been since Saturday, December 16. The issue is with the dealer installed aftermarket parts that are supposed to be covered by warranty, I even purchased their "Premium" warranty at time of purchase. The front suspension of the truck has severely shifted out of alignment so bad that the front tires are now rubbing the wheel wells of the truck. There's a horrible vibration in the steering wheel and there are loud, metal popping and creaking noises. The dealer’s initial response was that the truck was supposed to be brought in within the first 6 to 12 months of ownership so they could check, retighten, and torque the new components of the suspension. This was never disclosed and as my first ever vehicle with any type of lift, I was unaware. I DID NOT sign any disclosure or acknowledgement regarding the truck needing this service. Nor was it annotated in my vehicle service log notes that the service would need to be performed. Their resolution was to realign the suspension components, retighten and torque them and apply necessary lubrication and grease in the process. They said it would be $1,800.00 to service the truck. I explained that I have had all of my maintenance completed on time and at the sister dealership, Randall Reed Planet Ford in Spring, TX. No one ever mentioned that there was a significate service item outstanding or the problems that may occur if the service was not performed. Had it been mentioned, acknowledge, or annotated anywhere on my account I would have absolutely had the service performed. I am now 1,000 miles over my original factory 36,000 mile warranty and even though I have purchased their "Premium" warranty, the dealership is refusing to cover the cost to fix my truck. My issue with the situation is that there is absolutely no accountability or process in place for the dealership as it relates to ensuring dealer-installed aftermarket service requirements are translated to the customer. I have spoken with the service department multiple times throughout the week expressing my frustration with the situation. They have since dropped their cost down to $1,200.00 on Tuesday and on Wednesday they dropped the cost down to $600.00 which is still unacceptable due to the fact that had there been any disclosure of this particular required service my truck would not be in the shop right now. I am also currently paying out of pocket for a rental vehicle $350.00 which I have had since Sunday night just so I can get to and from work. The "Premium" warranty coverage I purchased covers rental vehicles in the time of warranty service being conducted. The dealership has also refused to reimburse my expense, even though I have paid for the coverage of a rental. I have left a message for the dealership general manager, but he is apparently on vacation and not returning calls. The service member I have been speaking with has been most unhelpful and has hung up on me multiple times. So here it is, 5 days before Christmas and my truck has yet to be touched by the dealership, I'm out of pocket $350.00 for a rental, and if I want to get my truck fixed, I have to come up with another $600.00. All because the dealership has no process of accountability for disclosing service requirements that they 100% know about. In my research of the dealership, there are over 20 complaints against them filed with the Better Business Bureau just since last year. As well as an abundance of negative reviews throughout the internet dealing specifically with the service department and their lack of fulfilling warranty requirements.

  Business Response

  Date: 01/16/2024

  We apologize for the customer’s frustration.  The customer took the vehicle to our sister location. Upon evaluation since the vehicle was customized with a lift and purchased at our location, we had the vehicle towed to our dealership for diagnostics.  Our service technician diagnosed the vehicle to need routine maintenance to have the suspension tighten, Bump stops cleaned and re-lubed, and the slip yoke lubed.  And due to the suspension needing tightening, the loose components on the front-end caused the vehicle to need an alignment. Unfortunately, maintenance items and alignments are not covered under warranty.  
  To assist the customer, our service advisor worked with the lift company, American Tire and Wheel to have the needed suspension adjustments done at no cost to the customer however due to already scheduled customers, they would not be able to perform any suspension maintenance until the following week. The other needed alignment, bump stop cleaned and re-lubed and lube the slip yoke repair work could not be done until the suspension was completed by American Tire and Wheel.  The dealership has since performed this work at no charge to the customer and the customer has picked up their vehicle.  

• Initial Complaint

  Date:11/27/2023

  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 dropped off my truck with Mr. ****** at Planet Ford Humble the morning of Wednesday October 25. Before leaving the dealership I pulled the check engine codes; P04DB P228F and P0083. I informed ****** that the P04DB code was likely covered under an extended warranty through Ford to address a deficiency in the Crankcase ventilation (CCV) system. I was clear in my request to have that system repaired under this warranty. On the afternoon of Thursday October 26 ****** called and informed me the truck required a new fuel system to address metal contamination in the fuel and the cost would be $14000. I declined this service and again inquired about the P04DB code that was to be covered under warranty. ****** claimed this issue would be addressed with the replacement of the fuel system. I informed Mr. ****** the fuel system was entirely independent of the CCV system. He reluctantly agreed. I asked again to have the CCV issue addressed, to have the oil changed, oil filter replaced, and fuel filters replaced. ****** agreed. On the morning of Friday Oct 27 ****** called and informed me that the fuel system could now be repaired for $3000. I again declined this service and reiterated to have the CCV system repaired, oil and fuel filters replaced. He agreed. On Wednesday, Nov 1, after several other communications, ****** informed me that all of the requested work had been performed, the CCV system had been repaired under warranty, and the truck was ready to be picked up. The cost for the warrantied CCV oil separator filter, oil change, and fuel filters replacement was $399.98. That afternoon, 1 week after dropping off my truck, I returned, picked up my truck, paid $399.98 and left. I quickly realized my truck had the same issue with the CCV, the oil had not been changed, the fuel filters had not been changed. ****** admitted no work had been performed. See attached quote to perform the work Planet Ford claimed to have performed in their attached invoice.

  Business Response

  Date: 11/30/2023

  Mr. ****** brought his vehicle in with concerns about how his vehicle was running. Upon diagnosing the vehicle, our service technician discovered the issue was due to the high pressure fuel pump coming apart which was contaminating the fuel system. These issues are not covered warranty repair options nor any extended warranty program as such the customer declined to have the work performed.

  The reference CCV code the customer stated is only covered up to 120,000 miles which Mr. ******** vehicle, a 2014 with over 148,000 miles is well past the coverage period.  As part of the franchise agreement, the dealership must abide by all manufacture regulations and does not set the warranty coverage or recalls. The dealership cannot perform any uncovered repairs or unassigned recalls then designated them as covered warranty service, it’s a strict violation of the franchise agreement. The customer must contact Ford directly 800-392-3673 regarding this. 

  The dealership did not claim to have performed any additional work, only advised Mr. ****** of options which he opted to not have any required repairs done since it was not covered under warranty. At time of picking up his vehicle, Mr. ****** received an itemized repair order listing that only the diagnostic was performed. The $399.98 charged, is the normal fee for this level of diagnostic completed.  Mr. ****** can email the Fixed Operations Director, Jeff ***** at ******@planetford59.com for further discussions.

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  I brought my truck in to address the specific code associated with the warranteed crank case ventilation system (P04DB). I made this clear at drop off and multiple times during the week they had my truck. The service advisor agreed to solve this despite being over the stated warranty period. He clarified this agreement in the attached text.  I also requested that the oil be changed, oil filter and fuel filters be replaced to justify the $399 charge. This was also agreed to by the advisor and documented per the attached invoice (highlighted text on attached invoice clearly states work was requested and done when it was not).  The vendor did not address their dishonesty or offer any compensation in their response. 

  Regards,
  
  
   

  
  

• Initial Complaint

  Date:06/30/2023

  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 told the sales guy I needed a good truck to haul with. He sold me a 2023 f150 with lowest tow capacity and doesn’t even have a brake controller. I was under the impression this truck had the tow max which can tow 13,000lbs. On the sticker it says tow m and no one told me at the time of purchase that this truck doesn’t have tow max meaning this truck can only tow 9400 lbs. also no one can show me where tow m doesn’t mean tow max. I’ve been trying to get the dealership to make this right only to be fed more lies. I went in to see if they would exchange it and another sales guy told me a different f150 had the tow max. I said let me see the sticker and it had the same specs as the truck they sold me. If you don’t know your stuff they will deceive you. I then said what about the 250s since I know this will be more than enough towing capacity. All they had was the gasoline f250 which has a 7.3L engine. I asked the guy what’s the mpg. He tells me 17/21 which I know is untrue because that’s what the f150 5.0 says on the sticker. I brought this to general manager Mark ***** attention and he said his sales guys are experts in their field. I said you know this spec is not accurate and he said actually I don’t know that. So either he is lying or they aren’t experts like he claims. They said I can trade mine and be 20k upside down. This isn’t right because had they been honest about what the truck could do I would have bought the bigger truck instead. I’ve tried to get them to put me in contact with the owner to which they refuse and are ignoring me. They have a very deceptive practice and refuse to help me or make this right.

  Business Response

  Date: 07/03/2023

   

  The dealership denies any deceptive information was given to this customer during the sales process. Mr. ******* communications were 3 months after the purchase of the truck. At this time Management met with the customer at the dealership to discuss his situation and if there was a viable solution for both parties. During the meeting the customer admitted he did not inform the salesperson what or how much his trailer weighed he planned on towing because he did not own a trailer at that time. Customer also admitted that he bought the trailer months after purchasing the truck. He admitted he did not tell the trailer salesman what type or model truck he was going to tow the new trailer with. Customer also admitted that he thought every F150 with his engine could tow 13,000lbs. He explained during this meeting that he did not know it was not equipped properly nor did he ask about specific trailering capacities. The general manager sent Mr. ***** a copy of the truck he purchased window sticker showing that the transmission description provided by Ford reads; Elec Ten-Speed Auto with Tow M. Mr. ***** further admitted that he thought Tow M was “Max Tow” capabilities when in fact it means Tow Mode. Max Two is a separate option on certain F150 models.

  We empathize that Mr. ***** is not happy but we believe through communications given and his own admissions, that the truck he purchased would fulfil his needs. We did try to work with customer in trading-in and obtaining a truck that has higher towing capabilities, however to do so does require an more expensive vehicle, not just exchange. We would be more than happy to discuss again in full details other options.
  

   

  Customer Answer

  Date: 07/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  They did not try to work it out with me. All they were trying to do was make another sale and make me have over 20k in negative equity on this f150. There was definitely deception because when I went back to the dealership, once I found out this truck wasn’t capable like I was lead to believe, I spoke with a different sales guy other than Jarrod. I asked this guy to show me the f150 with tow max. He shows me a truck like I have with the same specs (I asked to see the sticker), only difference is it was white. I asked about the f250 and gas mileage. They made up figures about this said it was 17/21. Sounds like deception to me. Either that or they don’t know anything about their vehicles and should not be in the car sales industry. I have been a loyal ford customer for over 15 years, I do not deserve to be treated like this. They are trying to spin this and make it my fault but it is not. They are the supposed experts, they should be telling me info and facts about their trucks, not the other way around. I have asked repeatedly to speak with the owner, they refuse. I have asked repeatedly for them to show me where tow m means tow mode but they can’t. I never stated I didn’t own a trailer. The fact that I bought a new trailer is irrelevant as I already owned a trailer when I bought this truck. I never said anything about the trailer transaction like they would have you believe. Like I stated, I was lead to believe this truck could haul 13,000lbs not the 9,400 that it can. I told them I haul for work. It doesn’t even have a brake controller. They say I didn’t ask the right questions, but would they have given me accurate answers? Probably not as they make up specs as they go for the unsuspecting customers. I never stated that I thought every F150 with his engine could tow 13,000lbs, even if I did why wouldn’t they correct me? This dealership absolutely ruined the car buying experience for me and I will not be doing any future business with them. I own a family business and am going to be needing several new vehicles. Due to their lack of honesty, they will not be getting that business. I want them to give me a credit for the negative equity so I can buy the correct truck. Had they been upfront and honest, told me what the tow capacity was in the beginning, we wouldn’t be here. This truck does not fit my needs. 
   
  

  Business Response

  Date: 07/13/2023

  The GM of the dealership, Mark *****, is available to discuss viable options with this customer.

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I tried reaching out to Mr. ***** on Monday and Tuesday through email. He hasn’t responded yet. I think written communication is best.
  
   
  

  Business Response

  Date: 08/16/2023

  Mr. ***** has since reached back to the customer, left messages to return his call. 

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Mark ***** has refused to work it out with me. He refuses to give me a solution in writing. My only guess is to conceal the deception. I want to speak to the owner Randall Reed. I have been a customer at this dealership long before ***** was there.
  
   
  

• Initial Complaint

  Date:03/29/2023

  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.

  April, 2022 l put my lincoln truck in the shop for locked motor. July, 2022 the service repositative said my truck was ready. We road tested the truck and the check engine light came on. The rep took the truck back to the shop. The technician, I was told that it was a loose vacuum line. My $10,000.00 bill was processed and paid. About a week or so later the check engine light came back on. I notified the service rep and was told that the tech said to drive the truck, don't let it set up. I remote started the truck and heard a noise from beneath it. I saw liquid leaking from a loose connection in the exhaust pipe. I asked for an appointment to bring the truck back. October 10, 2022 I brought the truck back to planet ford. They said that they couldn't see a visible leak. Time went on and the only communication I received I had to initiate. I was told that it was the map sensor. I had changed the sensor as time passed on I folded them on ... March 4, 2023 I said do the sensor. On March 6, 2023 the service rep said " ok will do". As of today March 24, 2023 I haven't heard from planet ford. Thanks for your time and consideration !!

  Business Response

  Date: 03/27/2023

  We apologize for the customer's frustration.  Unfortunately, we are constantly dealing with part shortages, causing extended and lengthy repair times.  The needed part has finally arrived and the vehicle is being worked on.  Our service department has reached out to the customer to update him on the status.  

  Business Response

  Date: 04/18/2023

  The fixed operations director has addressed this concern, the work was performed on 3/29/23 and the customers has since picked up their vehicle. 

   

• Initial Complaint

  Date:12/05/2022

  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.

  Purchased a new 2022 Ford Transit on October 7, 2022. I currently am a resident of Oklahoma. When purchasing a vehicle, it is normal for the dealership to supply the mfgr. cert of origin, the bill of sale, etc... to the customer so i can apply for an ******** ***** and get the vehicle registered. I was told several times that's not how the dealership does this and was surprised to find out that vehicle titles reside with the owner, not the ***. Despite telling them several times about how Oklahoma is different than Texas, the proceeded to follow their own procedures. It is December 5, 2022 and after repeated calls, no returns, emails that are not answered, I have yet to receive any information, tags, title, anything. I am currently driving without a tag as the temporary tag is only good for a month.

  Business Response

  Date: 12/07/2022

  The Ford franchised dealership agreement mandates that the dealership collect tax title and license fees and directly process the paperwork required by the ********** ***** *** *** *** ** *** ***** ** ***** *********. It would be a violation of our manufacture dealership agreement otherwise.  Unfortunately all government titling offices are taking longer then usual to process all titles regardless if it in or out of state.  

  A new temporary license plate has been emailed directly to the customer.

  Customer Answer

  Date: 12/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  My tags were ready to pick up today.  
  
   
  

• Initial Complaint

  Date:11/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on November 9, 2022. My sales rep was rude after the sale was completed. My car still has not been delivered to me. When I call to speak to a manager he says he will call me back and never dose I have to call and chase him down. In my opinion this is theft. I bought a vehicle that I do not have in my possession. I will never buy from this dealership ever again nor will I recommend this dealer.

  Business Response

  Date: 11/16/2022

  Management has been in contact with the customer, updating information regarding purchase and unforeseen delayed for needed parts.