Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 **** f150 stx , and traded my 2005 ************* clk 500, I tried to negotiate with the salesman for a decent monthly payment but I was told that my monthly payment will be $900.00 or more dollars a month, I ask the sales person why is my payment so high, he replied that I had a vehicle repossessed on my credit report, which is 640 credit score, the vehicle in question was stolen and I have proof of the theft, this is currently in dispute with the credit bureau, I simply want my monthly payment reduced by $400.00

  Business response

  01/27/2025

  Thank you for your review. We had an appointment Thursday and Friday for you to come into the dealership but you didn't show up.  We look forward to addressing your concern on your scheduled appointment today. The banks make the lending decisions based on your credit not the dealership. 

  Thank you 

  Customer response

  01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car repair problems. Please see attachment for Narrative of events.

  Business response

  09/16/2024

  Thank you for your review. Dealer fixed primary concern. An additional concern was addressed by customer and we offered made for dealer to pay for labor and customer to pay for parts. Customer declined. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were sold a 2018 F150 that the sales manager told us they could get the smoke smell out of it with ozone treatments. I asked if that really worked and was told yes by the salesman as well as the sales manager. After 2 days I returned the truck. It smelled too bad. They admitted to the lie. I took advantage of an exchange program they offered. I bought a 2023 F150. The finance person "*******" screwed up the registration and swapped my wife's car's plate, with the 2023. We went back to get it corrected, and ******* said he corrected it. My wife asked for proof, and ******* got indignant and said he was late leaving and didn't have time for that. He said he would e-mail the proof the next day. He did not. We went there the next Saturday and got them to correct it, but they never corrected it in their system. We checked the *** a few days later and they had screwed it up again. We went back and talked to a manager named ****. **** listened to our complaint, but did nothing. I called the next day and talked to a nice woman named *****. She corrected the registrations, but it did take over a week to get the paperwork to us. When we bought the 2018, we had been sucker-punched into ************** We did not take it on the 2023. We were told that the finance company would refund the cost ($1,500). The finance company says they have no record of the ************* coverage. We called the dealer and talked to a woman named *****. She said she would get with the finance managers and find out what happened. I called today (8/14) and the receptionist didn't forward my call to *****, and said we had to talk to *******. I told her that ******* never returns our calls, and never answers his phone. By now, we don't trust ******* to be able to do anything right. All we want is confirmation that the $1,500 will be returned to us, and that they contacted the finance company and straightened it out. We feel that **** Yeomans Palm Bay Ford couldn't care less.

  Business response

  08/15/2024

  Thank you for your review. I want to apologize for the atrocious service that you received. This is not the norm here and our **************** Manager **** will be reaching out to you in the next 15 minutes. We will make this right!

  Thank you 

  Customer response

  09/09/2024

  While the Customer Relations Manager from ******************** did contact us, she told us that we would be receiving our $1,500 check by the end of ******.  ****** is over and we don't have our check as of yet.  I replied to an e-mail with the Customer Relations Manager and she said she was trying to get information from the financial institution that handled the loan.  They were not responding to her request for information.  Funny thing is, earlier that day (September 4, 2024), I received a voicemail from the finance person at Palm Bay Ford that handled our financing and he said that he was going to call and talk to the loan company. In his voicemail, the finance person stated that he just received an email from the loan company stating someone at the dealership needed to respond stating it was okay to send the refund check to us.  I have an email that shows an ****** 7, 2024 date from the loan company saying the same thing.  It is what the Customer Relations Manager sent me when she received the BBB complaint.  I am left to wonder, is this something that slipped through the cracks, or is someone at Palm Bay Ford delaying intentionally.  Please re-open the case.  As of right now, I wouldn't respond with anything other than "we are waiting for something to happen, and haven't seen signs of the truth appearing yet".

  Customer response

  09/17/2024

  While the Customer Relations Manager from ******************** did contact us, she told us that we would be receiving our $1,500 check by the end of ******.  ****** is over and we don't have our check as of yet.  I replied to an e-mail with the Customer Relations Manager and she said she was trying to get information from the financial institution that handled the loan.  They were not responding to her request for information.  Funny thing is, earlier that day (September 4, 2024), I received a voicemail from the finance person at Palm Bay Ford that handled our financing and he said that he was going to call and talk to the loan company. In his voicemail, the finance person stated that he just received an email from the loan company stating someone at the dealership needed to respond stating it was okay to send the refund check to us.  I have an email that shows an ****** 7, 2024 date from the loan company saying the same thing.  It is what the Customer Relations Manager sent me when she received the BBB complaint.  I am left to wonder, is this something that slipped through the cracks, or is someone at Palm Bay Ford delaying intentionally.  Please re-open the case.  As of right now, I wouldn't respond with anything other than "we are waiting for something to happen, and haven't seen signs of the truth appearing yet".

  Business response

  09/17/2024

  Thank you for your review. We have communicated about this through out the entire process. Unfortunately we can not expedite a GAP cancellation any faster than the bank will allow. ALLY your bank holds your money not us. We have taken this concern as far as possible and got our *** involved and are doing everything in our power in order to get you your money back from ********* as soon as possible. Unfortunately this is an Ally issue not a dealership one that we have any control over.

  Thank you 

  Customer response

  09/23/2024

   
  Complaint: 22144061
  
  I am rejecting this response because:
  We still don't have the check from the bank that Palm Bay Ford chose to use.  Since we have been outright lied to in our original complaint we feel that the dealership has delayed the processing of the money we are due from the cancellation of the gap insurance on a vehicle we don't own.  I have to say that the Owner Relations Manager seems to have been trying to get us information.  She did find out and sent us proof that ********* did cancel the gap insurance back on the 7th of August.  She did verbally tell us that we should have the refund by the end of August.  As you can guess, that didn't happen.  We were told by Palm Bay Ford back in July that it would **** *-8 weeks, on the 16th of July, when we took advantage of the vehicle exchange.  Doing that math you can see why we feel that it isn't being handled properly.  You can state that it is in the bank's hands, but the bank wants the dealership to send customers their way, so they have leverage to apply to Ally.  Because we complained, we feel that Palm Bay Ford has delayed the process in getting that refund sent to us.  Of course you aren't going too incriminate yourselves by saying the delay was caused by a person or persons at Palm Bay Ford acting in an unscrupulous manner.  That would open the door to a law suit.  Just because you state that you can't do anything, doesn't mean that you can't.  This is a matter between Palm Bay Ford and Ally Bank.  We don't have the relationship with Ally.  We can't call Ally and get any answers, but you can.  That makes it your responsibility.  Be decent and own up and get us our refund.  No Excuses!  We were also told verbally by a sales manager, back in July, that if they had to, Palm Bay Ford would write a check to us.  I'm willing to wait until the end of September and see if the check is delivered to us.  If not, I will contact the Owner Relations Manager and try to get this worked out. 
  

  
  Sincerely,
  
  **** ****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought this truck from Gary Yeomans Ford Palm Bay on February 14 2024 . The truck was suppose to be ready next day but had to wait until the 19th of Feb to pick it up when it was supposedly ready. When we pick up the truck it still had several issues, was told they were waiting on parts should be fine to drive locally. After a month after of having truck I was promised a loaner super duty truck until all the issues were fixed with truck. I had a big haul out of town that I needed a Dually for they said it should be fine for that and to bring it right back. ***** did okay on way up but on way back truck went from a shake to death wobble at 65 mph. The truck has been back at **** since 3-19-2024 to 4-18-2024 and then again since 4-23-24 to currently still there! We have thousands in lost work as we can not pull campers or any enclosed goosenecks with this truck down! We have ask for our money back or for them to take it back and we would have bought a brand new truck they had at asking price to just move on. We were told the dealer cant lose money but they expect us to continue to lose money! Now Im told they want the loaner back and the truck is still not fixed! They promised this would be fix when we bought it and then promised we have a loaner super duty until it was ?? fixed now they trying to s**** us even more ! This is how they said they making it right after selling the truck we ordered to someone else in January! Dont buy here! They will promise you everything and expect you to take the loss! Lifetime warranty and purchased service plan and bumper to warranty only to still have a broken truck that we cant use to provide for our family!

  Business response

  07/30/2024

  Thank you for your review. We sold this preowned truck with 37 inch tires on 26 inch wheels. The customer wanted different tires and wheels so we cut him a check for $4,700. The customer purchased this wheels and tires at another company. Now the customer has bought the wheels and the vehicle does not drive the way he wants? We have taken the truck and taken it to a custom shop locally to see if they can fix the concern. The issue seems to be a bad tire and the customer has warrantied that tire and expected to receive another tire and we are assisting in trying to fix the concern. If we are not on the same page please reach out to our Customer Relations Manager ****. 

  Thank you 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempting to reach general manager via email and sales reps refusing to provide me contact information. Need assistance contacting the ***

  Business response

  05/23/2024

  Thank you for your review. I do not have any emails from you from the email address you have provided. I see you put an internet lead in a few months ago. I have reached out to you and look forward to addressing your concern. If we messed up we will make it right. 

  Customer response

  05/23/2024

   
  Complaint: 21626843
  
  I am rejecting this response because: the request was for a general manager email and contact info. At this point theres nothing we can do to resolve the issue as you clearly dont intend to provide me with the information. I will accept the BBB closing this with no resolution provided as this really should have been a simply request. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck on Dec 30, 2023, and the truck broke down 13 days after Purchase. The truck came with 3 months warranty or ***** miles... obviously the warranty is still good but **** denied the repair, falsely claiming the fuel system is rusted in the inside and that this isn't covered under the warranty; and if it's rusted, it was sold to me like that (note: a Ford's mechanic denies the inspector findings and agrees the warranty should cover the repair). The total cost of this repair is $15,000 and **************************, has done absolutely nothing to help me. I dont know what else to do. I can submit any paperwork as need it.

  Business response

  04/05/2024

  Thank you for your review. We have tried to reach out to you in regard to this concern. We are here to help and will participate. We spent over ***** dollars on reconditioning this vehicle. Fuel filters where replaced. The truck has been driven thousands of miles since purchase. Again, I'd like to help and look forward to assisting you. We have been waiting for a return phone call. We have texted and called again in order to assist without any response. We can't help unless you call us back to discuss.

  Thank you 

  Customer response

  04/05/2024

  Good morning,

  ***** from **** Yeomans ***** called me once, I answered the phone and promised me, he was going to call with a manager on the phone (conference call) he also texted me was going to call me back, on Monday ( this past Monday April 1st. Never returned the phone call. I am available any day at any time. Also the truck despite the milage driven, was still under warranty when the fuel system failed. 

  Aimet

  Customer response

  04/05/2024

  The documents attached contains emails between ************************************* service manager ******************************* and ************************* the service manager at ********************* where the truck is located. I would like to use this as proof that I have been contacting **** Yeomans palm bay ford, I have made this problem known with upper management at ***** and that I have both the service manager at **** Yeomans and ********************* agreeing that there is no rust inside the fuel system, like the excuse the inspector from **** is using to not cover the warranty.

  Customer response

  04/05/2024

  The documents attached contains emails between ************************************* service manager ******************************* and ************************* the service manager at ********************* where the truck is located. I would like to use this as proof that I have been contacting **** Yeomans palm bay ford, I have made this problem known with upper management at ***** and that I have both the service manager at **** Yeomans and ********************* agreeing that there is no rust inside the fuel system, like the excuse the inspector from **** is using to not cover the warranty.

  Customer response

  04/17/2024

  Good morning,

  ***** from **** Yeomans ***** called me once, I answered the phone and promised me, he was going to call with a manager on the phone (conference call) he also texted me was going to call me back, on Monday ( this past Monday April 1st. Never returned the phone call. I am available any day at any time. Also the truck despite the milage driven, was still under warranty when the fuel system failed. 

  Aimet

  Business response

  06/24/2024

  We have received multiple complaints including one with the **** We have told the customer multiple times to please bring the vehicle here and we will assist in putting a new engine in the vehicle. We did inspect the vehicle, replaced fuel filters, along with many other items, and did not see any rust at that time. Once the vehicle was sold it was driven to ******** and brought to a local **** store. They did not know how to process a warranty claim. Our service manager had to walk that advisor through how to do it. We have told the customer to please tow the vehicle here or we will tow it here and will assist in their concern but once we agree to that we get no response after multiple attempts to contact them. We also have an email explaining this I can attach as well with no response. Then another review comes up from somewhere. We will attempt to reach out AGAIN in order to help. Please call **** our Customer Relations Manager at **********.

  Thank  you we look forward to helping you with this concern.

  Business response

  06/27/2024

  We have received multiple complaints including one with the **** We have told the customer multiple times to please bring the vehicle here and we will assist in putting a new engine in the vehicle. We did inspect the vehicle, replaced fuel filters, along with many other items, and did not see any rust at that time. Once the vehicle was sold it was driven to ******** and brought to a local **** store. They did not know how to process a warranty claim. Our service manager had to walk that advisor through how to do it. We have told the customer to please tow the vehicle here or we will tow it here and will assist in their concern but once we agree to that we get no response after multiple attempts to contact them. We also have an email explaining this I can attach as well with no response. Then another review comes up from somewhere. We will attempt to reach out AGAIN in order to help. Please call **** our Customer Relations Manager at **********.

  Thank  you we look forward to helping you with this concern.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car. The key condition of the deal was they fix check engine issue (inoperable evaporation system). Right after 3 days of delivery I have the same errors. Because of the key condition of the deal didnt meet I need you help to resolve the situation.

  Business response

  03/21/2024

  Thank you for your review. You have been in contact with our customer relations manager on this concern. The vehicle is covered under warranty we sent the car to dodge and they fixed the concern free of charge. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Palm Bay Ford for pricing on a new truck Saturday. What an experience. Of course the typical buyer experience with first salesman (he was good), then came the car sales manager (non stop pressure) and then to another manager all trying to close the deal. Followed up by a phone call from another manager (who was nice) but as I told him this is now the 4th person trying to sell me the vehicle. Here are few of the problems: The new car price numbers were not even remotely reasonable. First car payment was like $1300 a month and I said this is impossible.What interest rate are you giving me. The reply was "normal rate". I asked what is that and reply was "I'm not the finance person and this is what was given to me". On the website it clearly states $5500 off or 2.9% 72 months for 2023 F150. I asked why not being given this rate and was told it's a by down rate??? What are you talking about, this rate is directly an incentive on the **** website and was then told I'd need to put more money down to get this rate and was being given 5.9%. Then I called out the advertisement and what it said and was told I would have to read the disclaimer at the bottom, well there is none and won't be such as look on ****.com for the posted 2.9% rate. Secondly, asked about any rebates/incentive programs or any certificates that could be applied to me. Was told being given them and when asked for a breakdown of what they were, topic was changed. Asked about aged inventory and so on, redirected and never provided an answer. Not a customer experience at all and inflated numbers galore. When it came for trade, sales manager came over with a "*************** Book live" price which was over $9,000 off the ***** Blue Book I pulled up and I disputed this figure and then pulled up another as well from **** and was told my numbers were not correct from the same website he was using. 3 hours later, I simply left. There are a lot of complaints regarding this behavior on-line and this is extremely deceptive practices.

  Business response

  11/28/2023

  Thank you for your review. I'm sorry you didn't have the type of experience, as this is not the norm. I'd like to reach out and invite you back into the dealership in order to make things right. We are not perfect but we strive to be. Please call ***** our GSM at ************.

  Thank you 

  Customer response

  11/29/2023

  I see no reason to come in based of my complaints. You obviously tired to for some reason up charge a interest rate thats directly on ford.com, would not show me what incentives/rebates offering me and list goes in. *****, this is not **** with corner used car lots. What you did is highly deceptive consumer trade practices and is in direct violation of FTC regulations. 
  

  You give me a call. 
  
  Sincerely,
  
  ***************************

  Business response

  12/05/2023

  Our GM has spoken to you, and you have his personal line. However, you won't say what you would like us to do in order to delight you. We showed you a ******* which is ALL the rebates and incentives that you are eligible for as well as the manufactures invoice. I don't know how more transparent we can possibly be unless the payment is simply not where you want it to be. 

  Customer response

  12/07/2023

   
  Complaint: 20923152
  
  I am rejecting this response because:

  Yes I spoke with GM who asked what I wanted and it was also clearly communicated here. I want to be given the ACTUAL interest rate of 2.9% under the **** current program not 5.9
  I was NEVER provided or shown any discounts. Not one time. I want to see what incentives Im being offered. As written, do you even know if I have a **** certificate? I do and YES I do and this wasnt applied to the deal either. 
  You have a lot of complaint history and there is a theme. Its not the theme of being in car business as I was told. So, again what do I want, correct interest rate, shown incentives, rebates applied and shown, military/first responder applied and other current incentives such as example of aged inventory etc I as a consumer want to know what I have. 
  Sincerely,
  
  ***************************

  Business response

  12/12/2023

  Sounds perfect! Rates are based on credit. We would love to sell you a car at the interest rate you qualify for. When will you be able to come into the store and do a credit application so we can wrap this deal up?

  Thank you 

  Customer response

  12/14/2023

   
  Complaint: 20923152
  
  I am rejecting this response because:

   

  I give up.  All I asked for was put an ********** with correct rates, incentives, certificates and so on.  Come in to repeat this all over again? Really? Im done. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 22nd 2023 I traded in my truck on a brand new 2023 F350 XL 4 door long bed. I traded the truck and financed $27,000. The truck has the death wobble at 35 mph. This is a work truck and I work contracts all over the state. I'm not going to pay $70k for a work truck I can't use for work. They have tried to fix it twice with no change to the death wobble.

  Business response

  07/24/2023

  Thank you for your concern. If the vehicle has been attempted to be repaired twice, I would recommend coming into the dealership so we can assist you with lemon law. This is something that involves you and Ford Motor Company. Please reach out to Kate our Customer Service Manager, and she can assist you with this process.

  thank you 

  Customer response

  07/31/2023

  
  Complaint* ********
  
  I am rejecting this response because: they have done nothing to help. I buy a $70k truck and all they want to do is push me to buy another truck. They refuse to even look at the truck or try to fix the issue. The number they gave is to Ford who has also done nothing to help me. These scumbags only care about making more money off the problem they have sold me.
  
  Sincerely,
  
  ******** *******

  Business response

  08/01/2023

  We have a part on order to fix your concern. The part has arrived this morning and our CRM manager is reaching out to you as we speak. As a dealer I'm confused on how we have failed you and made you so upset? Vehicles that have an issue have warranty in case this happens. The last thing we would want is for to have this kind of experience in our product. Trying to trade you out, is us a dealership trying to help you get out of a long lemon law process. I'd like to try and accommodate you through this process but saying that we had malicious intent simply is not accurate. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Ford Edge at Gary Yeoman's Ford dealership on 6/30/2021, At the time, I was sold a maintenance warranty in the amount of $1135.00. My husband and I were told that this would cover routine maintenace for 36 months or 36,000 miles. We have always taken the vehicle in for oil changes as required. My husband took the vehicle in last week for an oil change, only to be told that the maintenance warranty had expired, as we had reached the maximum allowed oil changes. Well, I would consider oil changes to be routine maintenance. Had I paid out of pocket for the oil changes, the amount would have totaled approximately $350.00. I feel that this was a bait and switch deal. I would like this dealership to live up to its promises and cover the routine oil changes and maintenance that we paid for.

  Business response

  06/06/2023

  Thank you for your review. After investigating your concern, I see that you purchased a maintenance plan for 3 years 30000 miles. This is a Ford Motor Company policy. The service interval you selected was 7500 miles or 4 service visits. I have attached your policy to this concern as well. I do not see where we as a dealership misled you in any way. The contract that you signed is very straight forward. If you are disgruntled, we are here to help. please reach out to Kate our Customer Relations Manager and we will work with you for a solution.

  Thank you 

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: We were rushed through the financing process so quickly that this was not fully explained.  Why would I purchase a maintenance agreement for this amount that covers 4 oil changes?  
  
  Sincerely,
  
  ******** ****

  Business response

  06/06/2023

  I appreciate your response but it's unfair to blame being rushed through a process 2 years later when no one is going to remember how long it took 2 years ago. Contracts are signed to protect you and also us. Again, we are willing to help, and I advise you to reach out to our Customer Relations Manager Kate for further assistance. 

  Thank you again.

*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. ↩