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:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/2022 I bought a 2016 *** ******** from Todd Judy ford on Patrick Street not even a week of having it the vehicle blew up. They said they fixed it got the car back not even a week later it blew up again. Sent the car back to the dealership to be fixed they sent it to Warner kia to have a new engine put in. On 1/31/2024 I am driving with my kids and my car starts to over heat. I have the vehicle towed to the dealership again.

  Business Response

  Date: 02/02/2024

  The problem with the vehicle currently is that there is a hole in one of the hoses connected to the motor. The motor is fine. It's not uncommon for issues like this to occur on vehicles as they age, and vehicle maintenance is something that all vehicles require to continue in proper working order. We have agreed to repair the hose at no charge and provide for a rental vehicle, when one is available. Moving forward, maintenance on the vehicle is going to be required. 

• Initial Complaint

  Date:12/12/2023

  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.

  DO NOT!! I REPEAT DO NOT take your vehicle to their body shop. SUV was in a wreck back in October and insurance recommended taking it to Todd Judy. My car was brought to Todd Judy Ford on October 18 2023. It took almost 8 weeks just to get parts. I have no rental so they are pulling other vehicles before even moving mine.(December 12 of 2023.) I called to speak to Brandon this morning to explain as to why I am filing a complaint, he hung up on me.

  Business Response

  Date: 12/12/2023

  Parts availability has been a major issue for the past several years since the pandemic and supply chain issues that arose shortly afterward. We fix every car as quickly as possible. We don't get paid by the insurance company until we complete the work, so we have a huge incentive to complete the work quickly and efficiently. We are the preferred repair facility for many insurance companies. We are also the only **** **** ********* repair facility in the State of West Virginia and were just named Best of Charleston for 2023 for Body Shops. We understand that it's frustrating to not have access to your vehicle. The only thing we can't control is the availability of the parts to do the repair and the time it takes the insurance companies to approve the work. 

• Initial Complaint

  Date:11/16/2023

  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.

  Tood Judy Ford has owned me $1120.00 Since July of 2023 for a GAP insurance refund. I have called a number of times and spoke with a lady, Thresa ***. She finally told me she wrote a check, number ***** on Oct 11, 2023. I did not receive said check in the mail. I have even offered to drive to Charleston to collect a check. I am not getting any response to my phone calls. This is getting ridiculous. Can you please assist me in getting my money. Thank you ****** *****.

  Business Response

  Date: 11/27/2023

  To Whom it May Concern:

  As noted in the complaint, a check was issued when the cancellation request was received by Todd Judy Ford.  Unfortunately we are at the mercy of the ****** ******* as to the timing of mail receipt.  The check was mailed to the customer to the address on file.  Once again, we are at the mercy of the ****** ******* as to when the check would be delivered and or if it was lost in the mail.  Upon checking for clearing of the check from our financial institution, we have confirmed that the check (#*****) was voided due to being lost or not delivered in the mail.  Another check (#*****) was mailed to the customer and has cleared our financial institution, meaning it has been cashed by the recipient on or about 11/14/2023.  If any additional information is needed,  please contact us directly at ************.  Thank you!

   

  Customer Answer

  Date: 11/29/2023

  [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** *****

• Initial Complaint

  Date:11/03/2023

  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.

  4-5 years ago we bought our * ****** from Todd Judy while they had a promo for free oil change, tire rotation, & inspection sticker for life. On Oct 18,2023 I went there for all 3 of these things. When finished I drove the 29 miles or so straight home. The next day I left to run some errands and a few miles from my home my vehicle cuts out on me. I could brake but I couldn’t steer, my vehicle crossed the yellow line, thank goodness nothing was coming. I pulled off to the side to inspect my car and noticed my back passenger tire has been missing the valve cap for a very very long time and it was still in the same place so I assumed my tires weren’t rotated. So then I thought let me check my oil and upon doing so I found that I had no oil in my vehicle and that’s most likely why my car cut out. When I contacted Todd Judy’s service manager he didn’t offer any kind of assistance other than to tell me to drive further, get one quart of oil put in my car and drive back to them so they could inspect it, and he would reimburse whatever it cost for me to get there. So I did. When I got there I explained to the service manager again what happened and my theory on why I didn’t think my tires got rotated. He asked me if I want them rotated while they figure out about the oil issue and I said yes please. Once they finished he calls me in the garage to prove to me they put oil in it. Before I left I asked one of the mechanics if I could ask him a question and his explanation to me I found out that the mechanic that worked on my vehicle the day before made a mistake when putting the oil in my vehicle and actually didn’t put any in it. I understand mistakes happen but this was not my mistake. I also marked my tires before getting there and once again my tires were not rotated. When I spoke with the service manager I just wanted assurances that if any damage happened from the lack of oil that they would take responsibility. I have nothing from them to legally hold them accountable.

  Business Response

  Date: 11/08/2023

  To whom it may concern:  On 10/17/2023 Todd Judy Ford performed a WORKS package on the ******* 2013 ****** *********  A WORKS package includes an oil change, tire rotation, and a multi-point inspection.  When Ms. ***** contacted us about her concern, our service manager asked several questions in regards to how the vehicle was performing.  Ms. ***** advised the service manager of the symptoms at which time our service manager, who is a former 30+ year master technician, recommended Ms. ***** go to the nearest service station and have quart of oil added to ensure it was at the correct level if in fact it was low.  Ms. ***** advised that she could see a gas station and she would do so however we were not able to confirm if this was done.  Ms. ***** was advised to bring us a receipt for the quart of oil purchase, which we did not receive.  Ms. ***** returned to the dealership the same day at which time our service manager checked the oil level of the vehicle.  It was reading less than a quart low which would have not affected the performance of the vehicle.  We completed another oil change at no charge to ensure that all the fluids were at the correct level.  The vehicle was driven 50+ miles from the time the first oil change was completed.  If the vehicle did not have any oil in the engine, the engine would have seized.  In regards to documentation covering any issues that may arise in the future, the vehicle has a lifetime powertrain warranty for as long as the ******* own it which would cover the engine and transmission.  Please let me know if you need any additional information.  Thank you and have a great day!

   

• Initial Complaint

  Date:09/01/2023

  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 my Ford explorer from Todd Judy Ford in November of 2022. It is currently August of 2023 and I have already had to fix a major issue on my vehicle costing myself more than $300 out of pocket even with the warranty I bought with the vehicle. When the water pump went out I went to Todd Judy Ford to get it fixed. They acted too busy to help me and sent me to one of their other locations. While at the Marmet location they sent me to I had tried to call the original location where I purchased my vehicle. I was told they do not do warranty work and they do not do rentals. But I was sold a warranty with a rental from them. I ended up having to go elsewhere to get my vehicle fixed. There now seems to be another issue with the vehicle, when I put my car in drive the transmission doesn’t turn immediately I have to hit my gas to get the transmission to go into drive. So it’s hard to tell how much an issue like this is about to cost. This car isn’t worth the $917 a month I have to pay into it.

  Business Response

  Date: 09/01/2023

  I think this complaints is based on a misunderstanding of the coverages the customer has. She bought a Ford Explorer from us with 47K in December of 2022. Dealerships are only required to provide warranty on preowned vehicles for 30 days or 1000 miles from the date of purchase. As part of this transaction, we provided her with Lifetime Powertrain coverage at no cost, and she purchased additional warranty coverage, but both coverages are limited to certain components. These coverages are also provided by a third-party company, not the dealership. Rental may be included in the coverage, but we are not a rental company. We can not provide a rental, but the coverage may include it which would be paid by the warranty company to a rental car company. The information for processing these claims is in the documentation provided, or we are happy to assist in explaining how to process a claim. Regarding the warranty itself, it functions much like medical insurance does for doctor's offices. The insurance covers some procedures and makes the payment to the doctor's office. We are capable of doing provided warranty work on covered components. If the customer wants to see if they have a covered claim, we can examine the vehicle at no charge and determine the coverage. This can also be done at any certified repair facility, much like insurance can be used at any accredited doctor's office. No appointment is necessary to determine coverage. 

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  We (me and my fiancé ) purchased a vehicle from them and we had the truck a **** **** for 3 weeks them I had a accident involving hitting a deer in the truck that came from no where Todd judy Ford called said they was needing the truck back I told them it was at poor man’s body shop getting fixed they said the bank backed out of the loan because they don know how they missed my fiancé with no driver license they then called my insurance *********** and told them they need the truck back they then went to poor man’s picked it up and took the truck they won’t give me a copy of the damage report they won’t talk to my insurance said they aren’t allowed to but they called them there fiancé manger ***** had been really disrespectful won’t take my calls won’t return them and they will put you on hold for hours has done *********** the same way being very disrespectful to me and *********** we have tried to reach out and get the damage fixed but they won’t accept it or talk to us I drove 2 hours to down there to try and get this fixed but he told me to tell *********** to call him I ask for his number and he said no he was not giving me his cell phone number and I ask why he was rude and said that he didn’t want me to call his phone he was in my face being very rude talking down to me told me he had nothing to say to me and he didn’t want to talk to me my insurance is fixing the truck but they won’t let us they won’t give me a estimate or talk to me I found his number in our paper work I called he ask me how I got his cell phone and told me that was fine when I said I got it from the paperwork told me not to call it back and they all at Todd judy have been so rude to us they have my $7000 down payment won’t give it back it been 2 months and I would glady talk to you more about it they are a whole lot more on how we have been disrespected and talk to we need help I want to get my money back get the truck fixed and get this over with but we can’t because they don’t want any part of it when I try they are so very rude thank you please help me

  Business Response

  Date: 08/14/2023

  Mr. ******** attempted to purchase a 2018 **** ***** on 4/14/2023.  Unfortunately, the lender that initially approved the loan, required his co-signer to have a valid drivers license and rejected it due this deficiency.  As part of his legal binding paperwork, he signed a spot delivery agreement, that states he will secure financing for the vehicle, which he failed to do.  We contacted Mr. ******** immediately after receiving notice that the lender would not be able to approve his loan at which time Mr. ******** informed us the vehicle had been involved in an accident.  We gathered Mr. ********'s insurance information in an attempt to file a claim to have the vehicle repaired under his insurance policy.  Since Todd Judy Ford is a direct repair facility for *********** Insurance (Mr. ********'s insurance company) they requested the vehicle be moved to our facility to evaluate the damages.  Mr. ********'s insurance company denied the repair claim due to him not being the owner of the vehicle because he failed to secure financing.  

  We were able to secure financing through a different lender however, Mr. ******** wouldn't return to our dealership to sign paperwork. At this point, we have a 2018 ***** with severe damage caused by Mr. ********, and will be stuck with paying to get it repaired due to his failure to secure financing.  I have a down payment refund check in my possession for Mr. ******** that I can either mail to him or he can come to the dealership to pick up.  

  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.  For your reference, 
  
  [Provide details of why you are not satisfied with this resolution.]
  I (***** ****** was the co signer on the truck and do have a valid driver license so that is wrong we was not once told to come in and resign any paperwork with any other lender we was told to return the truck I ***** ***** was the one who wrecked the truck I was the one who told toddy Judy that it was wrecked mr ******** had no part what do ever in the accident and was at work we have proof any of his coworkers and boss knows he left work to come check on us when I called him at work to tell him we was involved In a accident his boss brought him off the hill the strip job where he works to us he was not even around when the accident happend also I made several attempts to get our down payment back and they would not even talk to us I had to drive 2 hours to Charleston to speak to ***** ***** about my down payment and he wouldn’t even talk to me said he had nothing to say that he just wanted a check from my insurance company and my insurance company did try serval times to get ahold of them to find out how much the damages was witch was drivable 

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

• Initial Complaint

  Date:06/07/2023

  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.

  Feb25 2023 I purchased a 2023 Ford F-150 Lightning. This is a EV. Part of the Lightning is a charger and inverter to hook up to the solar system I have on my house. They said they could get the 2 items for $5000 more. So they added that to the price of the truck. 2 months later no charger , no inverter. On 4-11-23 they sent a check refunding me $1869.28. Itemized for money back for charger. But they kept $3130.72 for the inverter. The Inverter is a big part of having the Ford Lightning. It provides power back to the house in cases of power outage. A Naomi agreed they would be sending me the rest of the money showing me a We Owe paper with the amount on it. But refused to give me a copy. Then I spoke with a Jonathan ***** on 5-17-23, In a text message telling me He would get a check out ASAP. Now i can not get a return call, or answer to the text message. I only ask for the return of the money amount of $3130.72 which was collected for the inverter. I have payed the taxes on this money and now paying interest. Which would be nice to collect back.

  Business Response

  Date: 06/07/2023

  Our records indicate that we have mailed out two checks that total those amounts. We do not see that the second one has cleared the bank. If this information is still accurate at the time of this message, please contact us and we can reissue the check. 

  Customer Answer

  Date: 06/07/2023

  [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******* ****

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising 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.

  On May 26th 2023 I applied for financing on a new 2023 Ford Maverick Lariat. VIN#**************** ************ Priced at $32,760 I was assured that the vehicle was available via email. After being approved for financing I was contacted by the dealership to notify me that the vehicle isn't available and was actually a customer order. My credit rating dropped from the hard inquiry so now I have a lower credit rating and was not able to aquire the vehicle that I wanted. The vehicle is still listed on their website as if it's available for sale.

  Business Response

  Date: 05/30/2023

  We understand that getting a new vehicle has been particularly difficult the last few years with the various shortages on components. The Maverick happens to be one of the most sought after vehicles and rarest. It's not uncommon that there are several people interested in purchasing the same vehicles. This particular vehicle was available at the time of first communication and was not by the time the customer wanted to purchase it. Our website updates automatically at a delayed rate and isn't always completely accurate. If this customer wants to place an order for a Maverick, we'd be happy to do so on their behalf when **** ***** ******* is accepting orders. They may also consider choosing one of the approximately 500 other vehicles we have available immediately. 

  Customer Answer

  Date: 05/31/2023

  [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service 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 received a message a few weeks ago from the finance department, called back left a message and never received a call back. I tried calling again, no call back. They called regarding some paperwork that needed to be signed, I am guessing regarding the Gap Insurance for the trade in, because ********* Consumer advised that the gap insurance was canceled and being handled by the dealer after I spoke with them to confirm that the loan was paid off and I should receive confirmation in the mail since the vehicle was traded in.

  Business Response

  Date: 06/02/2023

  We are reaching out to the customer to explain the process. If ********* notified her about a gap cancellation, they will either apply the balance to her loan or refund her directly. She does not need to come into the dealership. We'll make sure she is comfortable with the process. 

• Initial Complaint

  Date:05/15/2023

  Type:Sales and Advertising 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 spoke with someone via text who advised that they were interested in my vehicle as they are providing 130% above *** cash value . I visited their location and within 10 minutes was advised they weren’t interested since I didn’t have it that long. Why did I waste my time and gas coming in? This vehicle was pretty much forced on me with no other choices on 9/1/22. Now that I’ve had it and do not like it they give no help but pride themselves on the fact that they high high approval ratings. I’ve had good and bad experiences here. And it’s ridiculous. I get a vehicle forced on me yet don’t want to take it back. Makes since. The guy we talked to in September kept saying refinance or trade in after 6 months and that was a lie.

  Business Response

  Date: 05/23/2023

  We have run several events aimed at acquiring vehicles. When we offer 130% of *** value, it has been for trade-in vehicles. We have also run events with *** Instant Cash Offer, which is a program that ****** **** **** runs and dealers can participate it. In this situation, Kelley puts the number on the vehicle with an official offer and we function as the purchaser of that vehicle, which we then have the ability to send to an auction for ****** **** ****. We would be happy to explore a trade-in scenario with this customer. Trading a few months after purchase is not always an option. It depends heavily on credit quality and the vehicle chosen. 

  Customer Answer

  Date: 05/25/2023

  [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Lori *******