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:12/15/2023

  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.

  Bought a truck in 2021 from here (a 2022 f150) was told I’d receive a lot of ford points during the purchase of my vehicle. Called a few times over the past year because I was just informed at my dealer in Mississippi that I didn’t have ford points on my account. I constantly tried contacting planet ford about it and never got a call back.

  Business Response

  Date: 12/18/2023

  We apologize to the customer for lack of communication.  The fixed operations director has address this issue and the points for the purchase of the vehicle will be added to his account. These points should appear this week.

   

  Customer Answer

  Date: 12/19/2023

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:11/16/2023

  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 bought a 2023 use Honda Ridgeline from this dealer online. I was told repeatedly by the salesperson, Terrance, the car was totally "clean" with no defects. Immediately on delivery I saw the car was covered in water spots on the paint, plastic, everywhere. I used several products to try to get them off myself to no avail. I told them about it and just got the runaround. I had to have the paint corrected and it cost me $1,500. Finally today, I talked to the used car sales manager, David *******, and he was quite rude and arrogant and said I should not have taken delivery of the vehicle. They sold me a defective product that I never would have accepted had I seen it on the lot after telling me it was "perfect."

  Business Response

  Date: 11/30/2023

  The dealership had offered to totally reverse the purchase of the vehicle, however the customer declined. The dealership then has offered to reimburse the customer for the water spot removal. 
  

  Customer Answer

  Date: 12/06/2023

  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.  
  
  They did not offer to take back the vehicle and only offer to pay about 1/3 of the cost of the pain correction. They sold me a defective product. 
  
  Regards,
  
  Patrick ****
   
  

  Business Response

  Date: 12/14/2023

  The dealership has tried to assist this customer including offering reimbursing $500 for water spot removal per the receipt Mr. **** supplied. 

  Customer Answer

  Date: 12/27/2023

  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.  
  
  $500 is not enough to cover the expenses. 
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:11/15/2023

  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.

  Ford advertises that they have a 80K warranty on emission components and uses this advertising to sell cars. Fast forward to my check engine light that points to a defective purge valve, and they won't cover it under warranty. I did some research and found out that the purge valve recalls on this Engine go back years on different models. This part should have been recalled due to its high failure rate and flawed design. Ford is under investigation for purge valve recalls that resulted in class action lawsuits on the focus with the same engine as mine. The Service Advisor lured me into renting a Ford, so I would be reimbursed later for a warranty repair that never materialized He was aware that the purge valve was the problem before the diagnosis because it was diagnosed elsewhere and gave him the results. I went through the expense of renting a car. He hit me with an estimate of $500.00 and no rental reimbursement, to correct Fords flawed valve that should have been recalled. My car was scheduled for an appraisal while it was being repaired and I was buying a new car that day. After my interaction with this Service writer who eventually refused to work on my car, I drove across the street and purchased a new Honda and traded in the problematic Ford. I have been buying new Fords since the 70's and all it took was one Service writer to run me off. I was treated like royalty at Honda and the Sales reps at Planet Ford are clueless. Planet Ford needs to refund me the cost of buying the purge valve from the parts department and leaving me to my own devices after the Service Advisor refused to work on my car. Planet Ford needs to refund me the cost of my rental car, $200.00. I will be eagerly awaiting their response. In the meantime, I will be leaving reviews of my experience with Planet Ford on every site I can find. Unsuspecting customer are being victimized by this company and I will make it my mission to spread the word.

  Business Response

  Date: 11/30/2023

  As part of the franchise agreement, the dealership must abide by all manufacture regulations and does not set or have any control over what is warranty coverage or recalls. The dealership cannot perform any uncovered repairs or unassigned recalls then designate those repairs as warranty service, it’s a strict violation of the franchise agreement. The customer must contact Ford directly 800-392-3673 regarding this. Per dealership records all diagnosis performed on the vehicle was completed at no cost to the customer. As for the part purchase, there is no record in the dealership’s system of the purchase, however we will refund the customer for the part. Just needs to bring the unused/uninstalled part, with proof of purchase to the dealership. Customer can contact the Fixed Ops director Brad ***** at ******@planetford.com

  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.  
  
  Planet Ford is out of the loop. I have already been contacted by a representative from Ford and have been reimbursed for my losses and received an apology. The offer by Planet Ford to pay for the part is too little and much too late. My BBB complaint still stands because the complaint was not resolved by them, it was resolved in spite of them. It took a 3rd party to intervene and avoid the embarrassment of me going public with my findings on this factory defective purge valve that they defended vigorously, until they ran me off. I have yet to receive an apology from any of the enablers at Planet Ford.

  AS far as I'm concerned, the matter is resolved to my satisfaction. Planet Fords belated, partial solution to what has been acknowledged as a problematic part on that engine is disingenuous. I donated the money to my favorite charity because it was never about money, it was about accountability.

  I drive a Honda now. I will be buying my Granddaughter a new Honda when she graduates college. My wife always drove a Honda because she always thought Planet Ford was too big for their britches. I hate it when she is right, but I really like driving my new Honda. Planet Ford is a distant memory. 

  Ron. 

   

  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Subject : Complaint Against Planet Ford Dealership, Spring, Texas Collision Department Dear Planet Ford Dealership Management, I am writing to express my deep dissatisfaction with the service I have received from your Collision Department in Spring, Texas. I brought my truck to your dealership two weeks ago for repairs to two doors, a running board, and a mirror, and my experience has been nothing short of frustrating and disappointing. To begin with, I was initially promised a reasonable timeframe for the repairs. However, it has been an extended and inconvenient process, during which my truck has been in your care far longer than expected. This delay has caused significant inconvenience and has disrupted my daily routines. Furthermore, I have received conflicting information regarding the completion date of the repairs. I was informed that my truck would be ready on Friday, only to find out it wasn’t. Subsequently, I was told it would be done by Wednesday, which also turned out to be untrue. Today is Thursday, and my vehicle is still not ready, despite multiple assurances that it would be. This lack of communication and repeated delays have caused me undue stress, inconvenience, and financial burdens as I had to make alternative arrangements during this period. I believe that your dealership should hold itself to a higher standard of service and customer communication. I expected a more efficient and transparent process for the repairs on my truck. It is essential for customers to trust that their vehicles will be handled professionally and with timely updates. I kindly request that you address this situation promptly and ensure that my vehicle is completed as soon as possible. Additionally, I encourage you to improve the communication and customer service in your Collision Department to avoid similar issues in the future. I hope that you will take this complaint seriously and take the necessary steps to rectify the situation and prevent such disappointments for future customers. Sincerely, Earl *******

  Business Response

  Date: 11/15/2023

  Our body shop director spoke directly to customer to address their concerns. Thank you. 

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ford Motor Company issued a customer satisfaction Program letter 14M02 in September of 2023 regarding possible issues with the Transmission control Module (TCM). I immediately called every dealership and try to set an appointment. Finally I set an appointment with Planet Ford in Spring TX. On the morning of the appointment, I just received a text saying they cancelled the appointment and they are not entertaining any transmission related work. I called and left a message with Joey the service Technician who had sent the text. Today we argued for an hour and her whole attitude was we can't help you. I have left messages for the Service manager and the General Manager and they have not returned any of my phone calls. Planet ford's handling of this issue is abysmal. I want the General manager to call me and explain to me how when they see a bottle neck issue, they are not doing everything in their power to find alternatives. Talk to Ford motor company and arrange for measures to alleviate the problems of the customers. Instead the service technician will not provide a simple yes or no answer to any question. I asked to speak to the General Manager and the service techinician Joes refused to forward my phone number to the General Manager. When I told her that she is saying no to me, she was rude enough to say that I am putting words in her mouth, when she essentially did answer my question with a no. I want planet ford to take this matter seriously and the General Manager or the owners to call me directly and see what they can do to help me and remove such troublesome service Technicians from they organization.

  Business Response

  Date: 10/05/2023

  The director of fixed operations is contacting the customer.

   

  Business Response

  Date: 11/15/2023

  The fixed operations director has communicated directly with Srinivasan ************. Unfortunately, this is a manufactures backlog causing delays at many dealerships, not just locally but across the nation. As Srinivasan ************ even stated they called many dealerships. We have used the feedback for better staff experience.

  Customer Answer

  Date: 11/21/2023

  [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.  They have even offered a back up appointment in December.

  Thanks
  
  
  
   
  

• Initial Complaint

  Date:09/14/2023

  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 2018 Ford Edge has been sitting in the service department for recall repair since 8/16/2023. The service department has not provided a loaner or cover a rental or given us any information of how much longer it will take to repair my vehicle. “Tim” from service told me when I dropped it off on my scheduled drop off date 816 that there were 20 cars waiting for transmission for repair repair. On today September 14. He called and told me there are 15 cars ahead of me waiting for transmission repair told me he would speak with his service manager and us has not gotten back to me. No one has contacted me. My appointment was scheduled two weeks after the date I called to try to bring it in and now it’s been there for over a month and still has not been repaired. It has been diagnosed as the recall being the issue however, no work has been done on it despite them telling me they had the parts two weeks ago. This is my only vehicle as I have explained to Tim. We have already spent over $1200.00 on a rental.

  Business Response

  Date: 09/21/2023

  The dealership has been in communication with the customer to address concerns.  The customer has been given a loaner vehicle.

• Initial Complaint

  Date:08/11/2023

  Type:Product 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.

  07/21/2023 I purchased a 2023 F150 XLT For 66K +/-. I wanted leather seats. I picked out and paid for a light gray leather seats that should have been upholstered like a display on their wall. When I picked up the vehicle on 08/04/2023 it was not what I had ordered. They installed a black leather SEAT COVERS with a different uplolstery not like the ones I was told and get. I sent my sales person an email to discuss my displeaser and follewed up with the aftermarket department. Two days later, the aftermarket sales guy Called and made an offer, that for 1100 dollars more and another 2 weeks they could fix it and I said NO to paying more money. After talking with my sales person I described that I was okay with paying the extra money to fix what was done and just move on. The person in the aftermarket department I was dealing with would not respond to my calls or messages. I was told three different times by my sales person that a different person with Planet Ford 45/ Randall R*** would call or contact me. They never did. I did not purchase SEAT COVERS with zippers in back of the seat. The truck is a 4 door model and if you sit in the back seat the zipper are in full view and go from the botton to the top in the shape of a hourse shoe and look cheap. They look like something a DIY person would get on line from Amazon. The fact that they have shown no intrest in trying to fix this is why I would recommend that the good folks of Houston stay clear of this Ford dealership. PLANET FORD 45 / RANDALL R*** **** ******

  Business Response

  Date: 08/16/2023

  Hello,

  The customer has revisited the dealership. We are working with the customer.

  Business Response

  Date: 09/11/2023

  The Fixed Operations Director over the dealership requests that Mr. ****** call him directly at 281-732-3651. Thank you.

  Customer Answer

  Date: 09/15/2023

  [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.  
  
  
  
   This has been resolved. The director of operations at Planet Ford has helped, and we have come to an agreement. Thank you for all your time and help. Have a safe day.
  
  **** ****** ******** ***** **********
  

  
  

  
  

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seamless purchase of a used Ford F150. Paid cash. Transmission went out four days later. I can’t get anyone to even answer my phone call as a possible resolutions for the situation.

  Business Response

  Date: 07/13/2023

  The dealership's management has reached out to the customer.

  Customer Answer

  Date: 07/22/2023

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 3/9/2023 Amount paid: $22,707.44 Business commitment: Business promises to restore and repair vehicle. My Dispute: Upon picking up my vehicle i notice that water is entering my vehicle from the area of repair and also causing the interior carpet to soak in water. After multiple calls thay finally too the vehicle for repair and upon picking up the vehicle i notice the problem still continues and upon multiple calls no response from the business. After multiple attempts to talk to them in person business still not available to help. Business is not willing to help.

  Business Response

  Date: 06/21/2023

  The dealership has already been in contact with the customer and their vehicle is being repaired.

  Thank you.

  Customer Answer

  Date: 06/27/2023

  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.  
  If anything changes i will report back. Vehicle is still in shop over 1 week now no response yet. 
  
  
   
  

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was May 13th, 2023. I was sold a Ford Expedition. Driving it home from the dealer the check engine light came on. Took it in to the dealer and the catalytic converter had to be replaced. Then my brakes went out the next day which is an huge safety issue informed them of this they stated they checked and they were fine when they are in fact not. So I’m not sure how this vehicle passed inspection to be sold. Then I have my new loan with A+ Credit Union and I found out today 5/30/2023 my car loan from before was never paid off. The car is listed for sale and it is still in my name on their dealer lot. I don’t understand how I have a new loan with the X amount I rolled over from my old vehicle to my new one but the old loan is still in my name. I contacted the dealership. I contacted the sales manager Ron *******, my salesman Raymon, my finance manager Chris ********* and no one will answer me. This is ridiculous I get sold a vehicle or fit to drive for 47,000 dollars and then still own my other vehicle that they are selling. Now Toyota is saying I’m past due and they haven’t even heard from the dealership to try and pay it off. So now my credit score will drop and I am out of 700 dollars because my payment was taken from my account t for my old car that is on the dealership lot for sale.

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  This letter is to inform you that Planet Ford (Spring) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/30/2023 and assigned ID ********.
  
  Regards,