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:05/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase of the vehicle was Saturday, 11 May 2024. Vehicle is a 2019 Ford Explorer Platinum. Vehicle is certified pre-owned with a clean carfax, however, it appears that there was some time of rear end collision. Additionally, I noticed a failure in the dash, but when I brought it to a local dealer, this failure is not covered under the blue advantage certification. My primary complaints are that the vehicle I traded in still is not paid off almost two weeks later , and the transfer plate requirements were misrepresented to me, and I am concerned that the plate transfer is not occurring. I have tried to reach the dealer multiple times about these two issues with no response.

  

  Business Response

  Date: 05/23/2024

  In response to the complaints:

     1: The concern about a rear collision:  The ****** report does not show an accident, The previous customer did not mention to us that it had been involved in an accident. They were a previous customer of ours and it was a one owner vehicle with low miles. 

      2: The concern about the dash light: If the customer contacts us, it might be something we can resolve.  We were unaware of any issues with the dash.

      3: The concern about the payoff: It is our policy to wait 7 business days before paying off any vehicle, just in case there is an issue with loans or checks that may not go through. When we call for a payoff, we allow ample time for this. This lender was paid off on this particular vehicle and payment received on 5.22.24 when we called them to verify it.

      4: The concern about the titling: It is our policy to wait 10 business day to start titling out of state title work in North Carolina.  The reason for this is to give the insurance company ample time to process the *** **** required by *** in N.C. The process is more efficient when the insurance provides us with *** **** so we can expedite our process.  On occasion the insurance company will not provide us with *** ****, and we need to wait until it is electronically filed. 

         The payoff is complete, the titling of the vehicle is in process of being completed, we are unaware of the vehicle ever being in accident, and the concern of a check engine light coming on was never brought to my attention.

   

  Thank you, 

   

  **** ** 

• Initial Complaint

  Date:05/16/2024

  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 husband purchased a vehicle for me at Beach Ford less then 3 months ago and the sales person sat in the vehicle with me to show me the infotainment system and I asked her how long was the subscription fo* ****** ** *nd she told me we had it for 2 years. That was a lie because we just received a notice that the time is almost up and that we only had 3 months. She signed my husband up with the $*** military rebate (my husband is a retired veteran and provided the proof) and he signed the papers/contract the night before we picked up the vehicle. When we picked it up she said there was an issue with the rebate and it was taken off and I don't think it was applied back on even though it was advertised and my husband is military. The sales person also said that we will be receiving a "packet in the mail with vehicle information, warranty, etc." and it never arrived. I have since then contacted the Ford Pass department twice and they informed me they no longer send information through the mail and it would be a dealership thing. I have sent a few emails to the sales department of Beach Ford asking for a resolution and have not received a reply by email or by phone. They should stand by what their sales workers say and do a better job of training their sales team of what correct information to give to their paying clients.

  

  Business Response

  Date: 05/20/2024

  Mr. and **** *******
  
  
   I just wanted to address your first complaint about ****** ********* ***** at Beach Ford.
  I want to assure you that we have had the same program in place for many years regarding ****** ********* *****. For new vehicles, the trial period is 3 months, and for pre-owned vehicles, it is 3 months.
  I also wanted to mention that ****** the salesperson you mentioned, has been with us for 9 years and is very knowledgeable about our ****** ********* ***** program* ***** would have no reason to mislead or lie to anyone about the program guidelines.
  
  
     The ******* rebate that you mentioned is Ford Motor Co. rebate. The rebate mentioned is a **** ***** **. rebate, and it is important to note that the program clearly states that in order to qualify for this rebate, you must be either active duty or fully retired with 20 plus years of service and have an Honorable Discharge.
  
  I wanted to clarify that the rebate we tried to claim was for a First Responder, and unfortunately, ******** ******** does not qualify for this particular rebate unless you are a sworn officer in a specific position such as Customs Officer and border patrol Officer. As your husband holds a position in customs and border protection, he does not meet the qualifications for this particular rebate.
  ***** had explained to your husband at the time of delivery that we were unsure if ******** ******** qualified for the rebate. It was also communicated that if he was unable to provide an authorization number, he would need to pay back the rebate amount to Beach Ford, which he agreed to and eventually wrote us a check. Your husband even contacted us to inform us that he could not obtain the required authorization number and would bring us a check.
  
   I also wanted to let you know that we now provide all necessary paperwork on a flash drive at the time of delivery. However, I understand the importance of having physical copies and will have our Settlement Department mail you a copy of the paperwork in the next few days.
  
  At this time, I don’t feel obligated to provide a ****** ************ to you.  As far as I can recall Ford has never offered 2 years, no charge subscription.
  
  Thank you for taking the time to write. I will be providing the *** a copy of this letter to you.
  
  Best regards.
  
  **** ********* ******* ***** ******* ***** ***** **** **** ******** ***** ********* ******** ****** ** ***** ************ ****** ************ *** *********************** *****************
  

  Customer Answer

  Date: 06/16/2024

  It has been weeks now, and the sales manager said a paper copy of the vehicle information was being sent, and we still have not received it or the flash drive that we were supposed to get at the time of delivery of the vehicle which was over three months ago. We don’t even know what kind of warranty we have for the vehicle or any information whatsoever and nobody’s helping us. When you spend close to ******* on a vehicle or anything for that matter, we should get the documentation that was promised should we not? Is there anything else you can help with? Thanks 

• Initial Complaint

  Date:03/25/2024

  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.

  It recently came to my attention that Beach Ford (Virginia Beach) has not been completely maintenance on my vehicle as prescribed on the service plan I purchased from Ford Motor Company. They have been unresponsive and dishonest about details regarding maintenance and our contract. I brought the truck in on February 1st 2014. Shortly after and I discovered the oil filter was not changed however, they cleared the fault indicating “change oil soon”. Any reasonable person knows the oil filter is ALWAYS replaced with new oil. So if the filter wasn’t changed, the conclusion can be drawn that neither was the oil. (The clearing of the oil change indicator demonstrates clear deception on their part). Beach Ford seems unwilling to admit fault nor make appropriate corrections to this matter. The service manager is also very unprofessional and unreasonable, twice calling me “Bud” on the phone as I described my complaint. I am a retired military, disabled veteran. I, nor anyone else with a complaint about service, should be called “bud”! The public should know what to expect from this shady dealership. ****** beware. I paid ********* for this 10-year maintenance plan in 2018. The dealership has all the service records as well as the contract.

  

  Business Response

  Date: 04/26/2024

  Beach Ford attempted to make every effort to correct the concern. We sent a mobile service technician out to the customer's home. We verified repair work was completed; customer was still not satisfied with outcome. Beach Ford then offered a complimentary oil change. Customer then traded the vehicle into another location before rendering this service. Concern resolved.

• Initial Complaint

  Date:10/24/2023

  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.

  2023 F150 Lightning ****************** Upon delivery on Sunday, I have a slew of delivery issues with this vehicle that I NEED addressed which is impacting my ability to drive the car. I have tried reaching out to **** and ***** this morning and have not been able to get in contact with anyone. 1. Vehicle did not come with Temp Tags - I can not legally drive this brand new purchase as the process for plate transfer has just been initiated. A temp tag should have been provided to allow for the customer to drive the vehicle in the interim. 2. Front License Plate Drilled into Bumper - This was a very specific request that I made during the purchase process and when asked *** if you guys drill the front bumpers for the plates, the response was "Not that I know of." 3. False Representation of Mileage - In all legal documents that I signed with Beach Ford Inc, the mileage on the vehicle have been represented to be 9. Upon delivery the vehicle has 178 miles which was never disclosed or communicated 4. Paint Chip on Front bumper - There is a chip to the front bumper that can been seen in pre-pickup photos that goes through the paint and shows exposed bare metal 5. Battery Cover for the Frunk is damaged & scratches in the frunk - Cover over the 12V battery is broken, scratches inside the frunk 6. Vehicle arrived dirty and clearly not detailed on the interior - interior was dirty, floor mats were not vacuumed, truck bed was dirty, wheels never cleaned dirt inside the wheel wheels, 7. Service Issue/Recall Unaddressed - Vehicle has an open Service since Sept 13, 2023 when ford publicly released a memo. This should have address prior to delivery which it was not 8. Hard Tonneau Cover Improperly Installed - Soft padding that sits on the rear glass from the tonneau to prevent impact were not properly installed and can be seen hanging off and even fell into the bed 9. Vehicle is Missing the ***$ Mobile charger 10. Missing Center Console Key 11. Missing Tow Wire Harness

  

  Business Response

  Date: 10/24/2023

  I have talked with our customer, and I feel we have things worked out.

  If he has any more questions, he has my cell number. 

   

  **** *********

   

   

• Initial Complaint

  Date:10/19/2023

  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.

  Purchased a used 20** **** **** **** **** ****** miles on it from Country Diesels in Warrenton, VA in late August of 2023. Began having issues with the vehicle within the first few weeks of owning it, where the truck wouldn’t start. Started taking the truck to Beach Ford, Inc. to determine and repair the issue. I also found out through the Ford Sync app that the previous owner had the exact same issues during his ownership in Clearwater, FL. So essentially, the previous owner had intermittent no starts, and took the vehicle to Walker Ford in Florida. They replaced a few items and didn’t fix the issue. When the next recommended item for replacement was too expensive for the owner Walker Ford allowed him to trade the vehicle in, along with the intermittent crank no start issues. Walker Ford then wholesaled the car to an auction company. The auction company listed the truck, and Country Diesels won the bid. They listed the vehicle and that’s where I come into the picture. In the past month, my truck has been at Beach Ford, Inc. 4 times, totaling 29 days and counting since my truck is still there. They made 3 repairs that they said would fix the issue yet the issue remains. Now on my 4th repair which will total ***** before financial assistance from Ford. I’m not confident that this will even fix the issue. I traded in a **** **** that was mechanically sound to Country Diesels, and in return I expected a mechanically sound **** ***** Two Ford dealerships have spent a combined 44 days and counting trying to find what is causing the issue. I don’t want this truck back, nor will I ever be comfortable driving it with my family due to lack of trust that it is mechanically sound. I should also mention that the vehicle shut off on me without warning while driving on the interstate. I’m willing to buy a new Ford Truck, but I need Ford to give me fair value for my lemon of a truck.

  Customer Answer

  Date: 10/19/2023

  Good afternoon!  Thank you for opening a case through *** on my current issue.  What I initially wrote is only a broad overview of where I am with this vehicle.  I would like to point out, that Beach Ford’s Service Manager Vince has been hard at work advocating for me to get the best coverage possible for my repairs.  He has been understanding of the situation and my complaint is broader that Beach Ford, Inc.  I didn’t know who to state as the entity I was complaining about.  At the end of the day, I feel strongly the **** ***** ******* should own the issues that are going on with the truck, and own the fact their own technicians at two separate dealerships have been unable to diagnose the problem.  With that being said, it would be appreciated if **** ***** ******* reimbursed Beach Ford, Inc. for the purchase of my truck, at or just below market value.  Reimburse Beach Ford, Inc. for the repairs needed to get it mechanically sound so that Beach Ford, Inc. can in turn resell the vehicle.  In return for all of this, I would owe nothing on that particular vehicle, and I would purchase a brand new vehicle from Ford.  To me, this is a win-win situation for both parties instead of just one.

• Initial Complaint

  Date:05/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 16 Ford Explorer to Beach Ford for transmissions issues (hard shifting, leaking transmission oil) on 4/07/22. Upon inspection it was determined parts were required and needed ordering. Returned on 4/27/22 to complete the work after parts arrived, hard shifting was resolved after repair. Vehicle was covered under *** and only paid *** deductible + other out of pocket expenses was paid. After picking up the vehicle it was observed that the transmission began to leak a massive amount of oil (again). Called and returned the vehicle for repair on 5/18. Additional parts were required. Repair work was completed on the transmission coolant lines and oil leakage was resolved. The repair work was covered under the *** and required another payment of the deductible. When the Service Agent told me that I had to pay another deductible, I began to become upset. I told the service agent that there was leakage when the vehicle was brought in April. He produced the prior service paperwork and we looked over it together, it was stated that the technician observed no leakage after repairs were completed. Although I stated to the service agent that the leakage was coincidental that there was such a massive leakage shortly after a repair service. Either the leak was not fixed initially, or the repair work was incorrect/incomplete, or the coolant lines were damaged during repair which caused a new leak. The service agent spoke with the service manager and Beach Ford waived the *** deductible. A few days later, I checked underneath the hood to check engine oil and other fluids. I observed the coolant to be minimally filled, far below the recommended fill line. When repairing the transmission coolant line, technicians did not refill/check the coolant upon completion of service. Also on the passenger door, there was small gash .4 inch in length x .25 inch in height that removed paint and primer. Damage to the door is inconsistent with another car door hitting it, a pole.

  

  Business Response

  Date: 06/30/2022

  Business Response /* (1000, 12, 2022/06/09) */ Beach Ford apologizes for the return visit and workmanship issue with the coolant. We hope you were able to reach out to the advisor in regards to the issue. As for the damage please reach out to Lucas to further assist with concerns. XXXXXXXXXX Consumer Response /* (3000, 14, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Provided contact information for the service manager to assist in resolving complaints. Called the service manager on 3 different days leaving voice messages and call backs but did not receive a return phone call. I realize that they may be busy, but to not return messages on multiple occasions is unacceptable. Business Response /* (4000, 16, 2022/06/16) */ Spoke to the customer 6/15 came to a mutual agreement that the damage on the vehicle would be impossible to conclude it came from Beach Ford. Especially since the damage was found 5 days after pick up. Service director offered to touch up the spot with touch up paint as a courtesy. Customer accepted offer