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:08/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 got a 2015 Nissan Frontier SL from Todd Judy Ford East in 03-2022 I put down $3,000 cash and also traded in a 2003 Toyota Highlander they give me around $3,200 for it that money also went towards the purchase of the 2015 Nissan Frontier SL Todd Judy Ford told the Financing company that the truck had a snowplow package on it I told the financing company that it didn't have a snowplow package on it they told me to go back and talk to someone at Todd Judy Ford i went back the next day and talked to someone and he told me to tell them that it did have a snowplow package and I told the man but it dosen't have one he said it might have been an option on the truck and I said again but it dosen't have a snowplow package they didn't do anything about it i told the Financing company what they said and they didn't do anything about it either i kept telling them it dosen't have it on there and they asked me what do you what us to do i said I don't know but it dosen't have it on there and they went ahead with the loan I reached out again to the financing company about it and they said they would have someone look in to it I still have never heard anything I also reached out to Todd Judy Ford again and they said they would look in to it and get back with me they messaged me on ********* messenger wamted to know if anyone had reaponeded to me I told them no and he said he was going to message them again and I still haven't heard anything and it's been 2 years now and no one has made any attempt to resolve the issue i would just like all the money back that i paid so far also they sent a flyer to the house saying I could trade it in and they were doing 120% over the value of the truck but the would only offer me 7,000 do the truck and I still owe 18,000 on the truck and when i looked up the value it value between 10,000 to 14,000 i'm hoping you all can help with this

• Initial Complaint

  Date:11/09/2023

  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.

  In August 2022 I went to Todd Judy Ford. They coaxed me into trading my truck for a 2015 *** ****** but never took the $4200 off the sales price of the car!!! I want my $4200 back from them!! They are crooks who did whatever they could just because they did want my truck. It was a 2008 ***** ********* I want to know what they did to get me approved with only $900 a month income for a 2015 *** they charged me 30k for at $411 monthly. They had to lie to the finance company or something. I also want them to fix this car like they promised and get it refinanced in a fair manner. The salesman (the preacher) said it had a warranty up to 100k miles but they have now refused to honor that. When I contacted him about it via ******** , he blocked me! I want them to treat my refinance as they treated my first purchase and do whatever it takes to get the job done! This place needs to be closed down so they cannot prey on anymore people who are struggling and just trying to make it! - perform necessary repairs to vehicle as promised up to 100k - get *** ****** refinanced in a fair manner instead of manipulating the finance company AND me or - honor the trade in as they promised and help me get a different car financed without charging me double! - return the money they were suppose to deduct from the total sales price of the car for a total of $4200 which is what they promised to give me for my 2008 ***** *********  This was a bad deal all.the way around and since I don't read and write well, they took complete advantage of me!!

  Business Response

  Date: 11/14/2023

  Our records indicate that Mr. ****** was sold the car $15,500. He recently visited the dealership and unfortunately, we were not able to trade him out of his current vehicle due to circumstances out of our control.  

• Initial Complaint

  Date:07/14/2023

  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.

  Dropped my vehicle off almost a month ago and I contacted the service department to find out a timeline on when the work would be done. Every week there was an excuse on the vehicle being covered under GM warrenty which expired at 60k miles so it is no longer valid then I was their techs were working on it. My vehicle hasn't moved from the parking lot since it was dropped off they then wanted me to trade it in for another one which mine is only 3 years old. Today is 7/12/23 I was told last night it was going into the shop to be worked on and at the moment it is still in the parking lot.

  Business Response

  Date: 07/19/2023

  We are in the process of working on this repair. In order to proceed, the vehicle has to be diagnosed, warranty claim approved by the warranty provider, and the parts ordered. For the past few years, parts availability has been a major issue for all manufacturers. We are at the mercy of the parts availability to affect the proper repairs. We work as quickly as possible to do all of the repairs, both in the name of customer service and also because that's how we get paid. We don't get paid from the warranty provider until the work is complete. There is no benefit for us to hold off on doing work. We have gotten the part and schedule the vehicle into the shop to be repaired. We expect it to move very quickly at this point. 

  Customer Answer

  Date: 07/21/2023

  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, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ***** Estep

• Initial Complaint

  Date:04/10/2023

  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.

  We purchased a car from Todd Judy September 29 2022 they advised with us purchasing the extended warranty that if something happened they couldn’t fix my car that they would purchase the car back from us.. December 22, 2022 the car began having issues. It wouldn’t start and the shifter censor keeps coming on I messaged our salesman Dale Jarrell and he ad he would have them call me I never heard from anyone so I called there to be told they can’t work on Jeeps and they didn’t know what to tell me . I called other car lots and they told me they don’t honor their warranty and it would cost a lot just to hook up to find the issue .. that’s money I don’t have .. I messaged the salesman again telling him we need a resolution and asked if they would trade vehicles for us he wouldn’t respond to that question just said to call another dealer in hurricane and see if they can help .. that wasn’t the agreement we live too far and can’t go all the way down there for service I want them to purchase the car back like promised and be done with them they have the worst business out of anyone I have ever dealt with and I will never use them again from being lied to to getting hung up on several times it’s been a nightmare

• Initial Complaint

  Date:01/19/2023

  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.

  Purchased a car in November broke down in December been in the shop for three weeks with the part on backorder trying to get me to get a cosigner to trade it in now cause it's going to be so long Till it's fixed they sold me junk and won't replace it or Give me a loner car

  Business Response

  Date: 01/30/2023

  We completed the work and the customer has picked the car back up. It seems that many people believe that dealerships don't want to do warranty work, but the opposite is true. We get paid by the warranty company to complete the work, much like an insurance company pays a doctor's office for medical work. Similarly, we're bound by the rules of the warranty company and the availability of parts. Parts availability has been a problem for all industries the last several years. We complete all of the work we have as quickly and efficiently as possible. 

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair 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.

  my 2013 for escape was being serviced for a transmission issue and the had replaced multiple other parts now after a couple weeks went by the transmission started leaking and cause the car to go into limp mode they have had my car for about 2 weeks and have not fixed this issue yet due to it taking them a week to just start looking at it to find out it was a seal after they got the seal it is still leaking and causing another delay in time being done i am supposed to be moving tomorrow and they told me countless time of it will be read the next day and its not done i want this vehicle fixed asap and correctly

  Business Response

  Date: 12/29/2022

  This vehicle was brought to us with a bad repair from another shop. We got part of the repair and fixed another item that we determined was wrong. It appears that the improper repair is still causing issues. We have assigned our Foreman to further diagnose the vehicle. We did not cause the issue but are happy to continue working to fix it. 

  Customer Answer

  Date: 01/31/2023

  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, details of the offer I reviewed appear below.
  
  my 2013 for escape was being serviced for a transmission issue and the had replaced multiple other parts now after a couple weeks went by the transmission started leaking and cause the car to go into limp mode they have had my car for about 2 weeks and have not fixed this issue yet due to it taking them a week to just start looking at it to find out it was a seal after they got the seal it is still leaking and causing another delay in time being done i am supposed to be moving tomorrow and they told me countless time of it will be read the next day and its not done i want this vehicle fixed asap and correctly- last complaint I received my car back and drove almost 700miles for the transmission to fault out once again in the middle of Chicago loop i was told it was fixed and i was moving that is why the 700mile drive. i took the car into a different dealer in Wisconsin and was informed promptly that my car needed a new transmission and I quote "i do not understand how the other dealership missed all of the metal shards in the transmission and cooler lines" said the new dealer ship in Wisconsin I am extremely upset with this dealership as i wasted a lot of money for no reason just to find out i need a new transmission this whole time. i am seeking a full refund for all work done to my car
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/31/2023

  We completed the repairs in accordance with the Ford Policy and Procedure manual. It's likely that additional failure occurred on the additional drive which resulted in further repair required. We can only affect repairs based on the guidance from the manufacturer and did so. 

  Customer Answer

  Date: 02/01/2023

  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, details of the offer I reviewed appear below.

  the shop i had brought it to told me the extent of damage had been there for some time and that the failure would and should have been noticed immediately at the time you had inspected the vehicle i would like a full reimbursement for all work you have done to me vehicle.

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

• Initial Complaint

  Date:11/03/2022

  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.

  Purchase 2013 jeep wrangle in July. Nothing but problems. Called left multiple message for sales person, sales manager, text. No response spend 2K for repairs and problems continue.  I purchased this Jeep June 18 2022,  I called and left multiple message, text message and pictures.  I spent almost 2000.00 dollars and attached is all supporting documents and mileage, purchase mileage 124801.

  Business Response

  Date: 11/16/2022

  This is Yes Ford of Huntington. NOT Todd Judy Ford of Charleston.

  Business Response

  Date: 11/30/2022

  We sell many cheaper vehicles like this one As Is. Instead of doing the repairs and charging full retail, these vehicles are purchased in non-perfect condition at significant discount. We do not recommend them as daily drivers until repairs are done. We disclose this very clearly on multiple documents to try to avoid this exact position and give the customers 72 hours to return the vehicles for a full refund. In this situation, these exact forms were signed by the customer. If he is not happy with the vehicle, even though it has been more than 72 hours, we will repurchase the vehicle for the amount he paid for it, assuming it's in the same condition with similar miles. 

  Customer Answer

  Date: 12/06/2022

  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, details of the offer I reviewed appear below.
  
  I received response back via Mail from Todd Judy and this vehicle was not purchased on bill of sale as is was not marked on the bill of sale. This information provided from them is false. I have reached out to them multiple times with no response back. I have fixed the problems and send them copies of issues and concerns. I no longer own this jeep I traded it in after I completed all the repairs. I ask that the money spent to be repaid.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:10/04/2022

  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 purchased a car from Todd Judy Ford back in 2019 I was told upon my purchase that I would receive the free tires for life as long as I kept up with all of the maintenance work & I have, every timeI go there I have an issue with them either changing or adding things that I need to get done to the vehicle I have told them for over a year that I’ve had issues with my tires and that they needed changed they refused, so I took it in today and 10/3 and was told I had to pay 300.00 and none of my paperwork from originally buying the car states that, i was spoken to in a very rude way their sales manager Jacob was VERY rude & unprofessional wouldn’t even let me speak with out interrupting me, this is the worse customer service I’ve ever seen in my life

  Business Response

  Date: 10/04/2022

  We're not entirely sure what program the customer is talking about, but we have specific contracts for all warranties and offers. As a retailer, we sell products from other companies that are administered by them. Just like ******* selling a Television. The television is manufactured by a company with its own terms and conditions. We're happy to uphold any contract that the customer has when presented. Simply bring in a copy of the terms and conditions and we'll gladly process a claim. 

  Customer Answer

  Date: 10/06/2022

  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, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/12/2022

  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 did not give them permission to run my credit as many times as they did and they put tons of inquiries on my credit report, therefore is stopping me from getting approved for a house loan, I asked them to run it 2 times and they did multiple, I do not think it’s fair I have to suffer with this because they didn’t do what I asked

  Business Response

  Date: 10/03/2022

  Wrong dealership. I have been trying to get fixed. This is *** **** ** Huntington since May of 2020

  Business Response

  Date: 10/04/2022

  It is a common misconception that applying for a loan through multiple banks hurts your credit score based on the number of banks that make an offer. In actuality, the credit bureaus are designed to allow you to shop for the best loan offers. The only detriment is if you apply for multiple types of loans such as house, auto, boat, credit card, etc. I have included a link to an article that further explains this. *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 10/05/2022

  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, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I’m not satisfied for the reason I got a **** ******** there and within a month of owning it, it wouldn’t start, I was told that if I bring it back they wouldn’t have to run my credit they’d make it work, but yet they did run it, I do not think it’s fair!
  

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

• Initial Complaint

  Date:06/14/2022

  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 bought a 2016 Ford Escape from Todd Judy Ford on May 24th, 2022. I also bought a Gold warranty because original warranty was out and being a used car I wanted peace of mind if I had major problems. Well within 20 miles the check engine light came on so I called and made an appointment. So I take the car in. They checked it out, said it was a purge valve. That valve has something to do with eliminating gas vapors in the engine. Service guy said drive it. It has no affect on driving. So I drove it. I'm traveling down interstate on June 7th 2022. Check engine light starts flashing, oil light comes on, I look in rear view mirror and a trail of smoke is coming out of car. Engine shuts off and I'm stranded on interstate. So I call dealership because I was told I had roadside assistance. The man I spoke to said tuff get it towed in. So I called and had to pay $125. To have it towed. So I called next day to see if they looked at it. They said it wasn't there. So I said I would call law if tow guy stole it. So they found it. I told them what happened and they said they would have service guy look at it Friday. So I called Monday the 13th. The service guy said they were waiting on a purge valve and if I didn't like it I could come and get the car and take it somewhere else. I told him it had no oil and wouldn't start. He was very rude. I told him the engine had blown or something. He still insisted they were waiting on that purge valve. So I kept calling. I got a hold of Zach and he said he would find out something and get back to me. I need a car. So he never called. So I've been calling today and everyone is just putting me on forever hold. I can't just make payments on a car I can't drive. Do I have any recourse. Or are they allowed to do this. Please help me. I'm 65, widowed and retired. I can't afford this. I take care of my mother and granddaughter

  Business Response

  Date: 06/14/2022

  We have diagnosed this vehicle in accordance with the Ford Policy and Procedures manual with our Shop Foreman as the diagnostician and believe that our diagnosis is completely correct. We are processing the repair through the warranty that the customer purchased in accordance with the warranty provider's guidelines. Dealerships function much like Doctor's Offices who process insurance claims. We are not given the freedom to make the repairs without the instruction of the warranty provider. In this case, we are processing the claim as we're supposed to do, the repair will be done at no cost to the customer, and the customer is driving alternate transportation. While it's unfortunate that a breakdown occurred, we feel like we have appropriately responded to minimize the inconvenience to the customer and work to resolve her issue.