Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint against Town East Ford, specifically regarding the conduct of Will from used car sales and ****, the business manager, during the purchase of my vehicle. Throughout the process, I was misled by both individuals with what I now realize were false statements in an attempt to secure a ******** of the key issues involves the certification of the vehicle I purchased. Both Will and **** repeatedly assured me that the car was certified, yet when I requested the necessary paperwork to verify this, they failed to provide it. For example, I asked why the tires appeared worn and had low tread, and I was told the car had passed certification. However, despite multiple requests for proof of certification, neither individual ever provided the documentation to support their claims.Recently, when I took the vehicle in for its first service at another **** dealership, the service advisor and technician both confirmed that the car would not have passed certification due to the tires excessively low tread. The tread was rated at a level 1, whereas a certified vehicle should have a minimum rating of 5. This further substantiates my belief that I was misled during the sales process.I am requesting that Town East Ford fulfill my repeated requests for certification documentation. Additionally, I expect the dealership to address the issues with the vehicle, particularly the tires, and ensure the car meets the actual standards for certification.If these matters are not addressed, I would strongly advise potential customers to avoid ********************, as I have experienced firsthand their willingness to misrepresent facts in order to make a sale.

  Business response

  01/17/2025

  Mr. *****
  
  Town East Ford performed a 172 point gold CPO inspection on ***************** in August 2024 @ ***** miles,  RO ****** provides verification of Inspection being performed by a Licensed technician.
  
  Attached is a copy of the **** Blue Advantage Gold Certified/Limited Warranty, this document was signed by both Buyer and Co-buyer.

  
  Our ****************** will help you in any way possible, I am inviting you to bring your unit in for service and lets see if we can help. 

  
  Thank You

  Business response

  01/17/2025

  Additional response from the Managing Partner of Town East Ford.

   

                   Mr. ****** vehicle was inspected in August of 2024, our repair Order is ******. We will mail out the certification paperwork to Mr. ***** today 17 Jan 2025.
                 If there are concerns about the vehicle we are willing to inspect the vehicle and give him a current condition report. We will be willing to discount any repairs that may be needed.
  

   

  Customer response

  01/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have purchased three vehicles from Town East Ford of Mesquite Tx and this is our first time having a horrible experience with them. We purchased our third vehicle end of may 2024. We traded in my wives used vehicle for a ********************** red. It was used with 65k miles and no mechanical issues with it as far as we knew. The salesman let us know of the recall and **** would be mailing us a letter when they start the process of the recall. Me and my wife agreed on purchasing the vehicle with the factor **** was fixing the recall. A month later my wife sent me a video of her dash screen glitching. We assumed it was because of an update the car had just did so we didnt report it. Fast forward to October 19th me and my wife were leaving ******* and the vehicle lost power. We waited a few minutes to try to restart and the vehicle never came back on. We had to get the vehicle towed back home. We immediately researched the recall and the symptoms. The following Monday my wife took the car to **** to get checked. My wife got the battery checked and was told the battery was bad and she needed a new one. My wife asked about the recall and if that could be the issue she was told by *** Im service that if her check engine light was not on they couldnt check for the recall diagnosis. Nov 14 screen started to glitch heavily again to the point it wouldnt power the car off until the system was forced too to save power. We purchased a new battery after the car kept losing power. Immediately after the check engine light came on and later that evening the screen started to glitch again. Nov 16th my wife took the vehicle back to Town East Ford in ******** to have both issues checked. She has been working with ******* in services with her issues detailing the issues and letting us know what our options were. So the issue is the recall and the vehicle needs a new computer system. So a new engine and a new computer system for the failing power issue.

  Business response

  12/31/2024

  
  Claim# ********-0861F
  Customer ****** *****.
  
  
  Mr. ***** purchased ***************** June ******, listed below is Town East Fords  service timeline of repair.
  
           June 7th, 2024 Vehicle Pre-Owned Purchase
           September 20th first oil change.
           October 29th vehicle was checked in for Free Battery check.Battery failed test; customer did not purchase battery from TEF.
           November 18th vehicle checked in for Check Engine Light,  Customer was advised of recall ************** qualifies for engine replacement through ****.
           November 21st Engine approval and parts ordering submitted. Customer was provided rental.
           December 11th Engine replacement repair completed. Customer has received new engine and complimentary vehicle during 1 month down time at no cost to customer.
  
  
  Thank you
  ***** Drain
  Controller

  Customer response

  01/02/2025

  I am rejecting this response because:   The issue isn't with the motor. My vehicle has a computer issue **** is refusing to help with.This is our third vehicle from and I have never had issues.  I have had my vehicle for 6mths and **** is telling me I need to replace my entire computer system. When I was told this I called the manager over in used car sales to see if I could get in another vehicle the same price or around the same price. I was met with rudeness and no empathy. The used car sales manager **** was very rude and showed no empathy or customer service, he wouldnt even lookup my account to see the situation in front him. I am still having issues with my computer system to where my car loses power and just cuts off. I  replaced my battery before **** replaced my vehicle engine. 

  Business response

  01/16/2025

  To whom it may concern:
                 We would be happy to diagnose the problem with vehicle at no charge to the customer. We will  honor a 20% discount off parts and labor to repair the vehicle.
  
  Sincerely
  **** *****
  
  Managing Partner 

  Customer response

  01/16/2025

  We have already had a diagnoses by ****  back in November 24. The total for the service is $1700 parts and labor. We have only had this car for ******* and it started having problems back in July. Please call my wife at ************ she has dealt with the issue closely. 

  Customer response

  01/21/2025

  I am rejecting this response because:   

  We have already had a diagnoses by ****  back in November 24. The total for the service is $1700 parts and labor. We have only had this car for ******* and it started having problems back in July. Please call my wife at ************ she has dealt with the issue closely. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Town East Ford ************ installed two tire sensors that did not work. Plus, did not complete the multi-point inspection because they sent my vehicle out without windshield washer fluid. Not sure what else was not done. I requested a refund for the two tire sensors and for the multi-point inspection without success. I have been a customer of theirs for over 10 years. Lastly, they never provided me a copy of my vehicle report from the visit.

  Business response

  10/15/2024

  To Whom it may concern:
  
                 Ms. ***** was offered a complimentary reinspection of concern, in addition she was offered to a fill-up if she came back to the dealership or a free pick up and delivery. We even went  so far to offer her a $100.00 credit on all future service repairs, she declined. We certainly want to address her concerns.Please have her contact ***** ***** if she would truly like to resolve this concern.
  
  
  **** *****
  
  Managing Partner
  
  Town East Ford 

  Customer response

  10/16/2024

  I am rejecting this response because: 

  Those are false statements made by ****.  The only thing ***** offered was $100.00 my NEXT service.  Let's review how we got here - ************ team installed 2 tire sensors that did not work and sent me out the door telling me they are under warranty.  After I had sat in the service center for over 2 hours with an appointment.  The fact that appointments are not reviewed prior to the customer arriving to ensure parts are in-stock is another issue but the fact that I have been a customer of ******************** for over 10 years and this is the level of service provided.  Plus, I did not receive a report of my vehicle multi-point inspection and your service team sent my vehicle out without windshield washer fluid.  Let's be honest at this point the trust of Town East Ford has been diminished and the response you provided validates that you do not care that your service team/customer care team made a wrong decision.  You charged me for parts that do not work.  I am requesting a refund for the two tire sensors that were installed plus the multi-point inspection because I have NEVER left without windshield washer fluid... what else was not inspected properly.  Offering $100.00 towards my next service is ridiculous when I paid for parts that do not work.  Is this the new practice of Ford?

  Business response

  10/22/2024

  To Whom it may concern:
  
                 Again I reiterate that Ms. ***** needs to contact ***** ***** and Town East Ford will re-inspect the vehicle to get all systems that we installed corrected. We value Ms. ****** business and want to keep her as a customer.
  
  **** *****
  Managing Partner
  
  Town East Ford

  Customer response

  10/28/2024

  I am rejecting this response because:   

  Town East Ford has blatantly falsified records.  The grand total was $525 not $425.  The $100 poor service card that I redeemed brought the total to $425.  I had requested two tire sensors to be installed not one.  This is my last request and opportunity  to allow Town East Ford to make this right.  Why would I want to talk to *****?  I spoke with her that day.  ***** is the one who knew that I had been in the waiting room for over two hours and who knew that Town East Ford put parts on my vehicle that did not work but charged me.  At this point, ***** is not a feasible option and it appears neither are you.

   

  Recap:

  Town East Ford knowingly installed defective parts on a customer's vehicle and ***** said that the parts are under warranty, and have a good day.  Plus, did not complete the multi-point inspection because they vehicle left with zero windshield washer fluid.  The vehicle report was not received at the time of service.  

  Two sensors were installed - grand total of services was $525 and change.

  $100 poor service card was redeemed to bring the total to $425 plus change.

  The refund being requested is for:

  -Two tire sensor

  -multi-point inspection 

  Town East Ford the fact that you put parts on my vehicle that did not work is the most concerning fact.  How many other consumers have you done this to?  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used truck (2023 GMC AT4) from this dealership in June 2024. During my test drive the check engine light came on, and there was condensation in one of the headlights. When I came back to purchase the vehicle, I was told that the check engine light issue was fixed and the headlight could be repaired through *** warranty as the vehicle only had ****** miles. I returned later that week to purchase, the check engine light was off. While driving it 60 miles home the check engine light came back on, and the transmission failed due to a valve body issue. This was undisclosed to me from this dealership upon purchase, however, this was the reason for the check engine light during the test drive. I took the vehicle to a *** dealer to do the warranty repair, and found that the valve body was on backorder and took over two months to fix during which time the truck was inoperable. While waiting for the transmission to be repaired, I attempted to have the warranty claim done to replace the headlight. Upon the *** dealers inspection, they found that the vehicle had internal damage around the housing of the headlight, and therefore the warranty was not applicable. I contacted Town East to see what they could do to resolve my issue, and after a month of getting he run around I ultimately was told they would not do anything to make this right, albeit they had been notified of every issue the entire way. Truly a terrible experience, with terrible customer service. They are a great example of the crooked business to be worried about when buying a used vehicle. Buyer beware, do not get done wrong by these folks.

  Business response

  10/08/2024

  To whom it concern:
  
                  We have been in contact with this customer and we have scheduled an appointment with him at one of our sister stores in order to get the vehicle inspected, once we know the disposition of that inspection we will address to customer concern. We are simply waiting for a 2nd opinion.
  
  Regards,
  
  Kurt Jones

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from TownEastFord, they told me one price that I agreed to for the vehicle itself and the monthly payments. They lied to me about the car and the condition it was in throughout the process, once they agreed to repair said issues is only when they acknowledged the problems. Impossible to get in contact with the specific **** and they lie and say they will call you back. The **** in the finance department speak to you in a condescending manor, very unethical practices overall. *** posted ****** reviews as well and will continue to escalate this until their is a proper solution (I dont want anything except for what I was agreed to when signing the contract). Ozzy specifically.

  Business response

  10/08/2024

  To whom it concern:
  
                  We have been in contact with this customer, on 10/5/2024 customer called and spoke with Ozzi, to our understanding all is resolved.    If not, please send  specific information on what is requested.

   

   

  Regards,
  
  Kurt Jones

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 12, 2024, I visited Town East Ford and purchased a new F150 vehicle. During the financing process, I explicitly informed the finance department that I did not want any additional warranties from ***. Initially, I was offered a 10.9% APR. However, the finance representative returned with an offer stating that if I agreed to purchase the *** warranties valued at $6,725, it would place me in a "higher tier" for financing, allowing them to offer a reduced APR of 4.9%. This would result in a lower monthly payment but increase the total loan value.At the time of purchase, I was aware that these warranties are 100% refundable after the purchase, so we proceeded with signing the contract that included the warranties. Two days later, a representative from Town East Ford's finance department contacted me to inquire about my satisfaction with the vehicle. During this conversation, I expressed my desire to cancel the *** warranties. The representative informed me that if I canceled the warranties, my financing rate would revert to 10.9% APR.Having thoroughly reviewed the *** contracts by this point, I was aware that this information was incorrect and potentially involved illegal practices. I explained to the representative that my interest rate should not change and that the total refunded amount should be applied to the principal of my loan. The representative then agreed that I should contact *** directly to cancel the warranties.My Concern:I am deeply concerned that Town East Ford may be misleading customers by providing false information regarding financing rates and warranties, potentially pressuring them into purchasing unnecessary products. This practice appears to be both unethical and potentially illegal. I want to make other buyers aware of this practice so they too can avoid these unnecessary charges and high interest rates.

  Business response

  08/31/2024

  To Whom it may concern:
  
                 ******************* made Town East Ford aware of his complaint early in the week of August 26th through varies social media accounts. 
  He was contacted by the Director of New Cars in order to resolve his concern. We offered to get the contract back from the bank and redo all of his paperwork to his satisfaction. To date he has not taken us up on that offer.
                 To reiterate we are willing to redo all that paperwork dropping all the product that ******************** signed for on the original contract, lowering his overall debt and payment.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Town East Ford on June 19th to purchase my first car. I already had a pre-approval, so my mom and I specifically told them not to run my credit multiple times and put all those inquiries on my credit report. Several weeks later, I started receiving denial letters from some companies that I wasn't even familiar with. I checked my credit report and I had like 12 inquiries. Town East Ford didn't try to correct the situation. One person told my mother that they was just trying to get the sale, since it was pending with one lender, which is the lender I preferred. They should've just waited, but all they wanted was a sale. The sale was already made because I already knew I would be approved with ************ so they just should've waited on *********** to finish the process. Now, I have all these other inquiries from companies that I knew would deny me anyway, so that was a waste of time and I want them removed off my report.

  Business response

  08/05/2024

  To whom it may concern
  
                 We were simply trying to get you the best deal, if you feel that the inquiries are unwarranted please contact the credit bureaus to file a conflict and they will be removed.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to Town East Ford in ******** to have it to be diagnosed. This lady ***** was overseeing my car that she would call when they find something out. A few days ago by I called Town East Ford I speak to ***** she told me that it was the fuel injectors that it would be 1800 to fix it that it would be ready in about 6 days.. I told her ok do it...I call ***** in 6 day asking was my car ready. ***** at **** told me they found something else that it was the ******** converters I told her I didn't want it done ***** told me they already started that they cut off the old ones and they had to order the new one. I told her I didn't give you permission to do this repair. She told me that this girl named ******* called her and told ***** that she was the one paying for the repairs that she just wanted me to have a good running car.. I Told ***** that I didn't give her permission to talk to her about my car.. So I hung up called back some days later samething that they found something else the head gasket that they already started it that they had the engine tore apart. That ******* gave the go ahead to fix it I flip out at this time asking to speak to someone higher up she puts me on speaker phone with some guy he was saying that ******* to them that she was paying for everything.. I told them no she isn't that I want my car back now I was told it would be about a week before it was done .. So I call back up there a week later asking if my car is ready ***** told me that they found something else that the *** needed to be repogramed that it was free of charge.. I asked when and how much for me to pick up my car , ***** told me that it would be ***** something like that crazy amount. I told her I don't have that kind of money. I hung up and called ******* to tell her my car was ready to be paid for No answer. So my car has been ready for about 2 months ******* didn't pay. I tried to resolve this there and nothing..Please help me

  Customer response

  07/10/2024

  All I  have are phone records of me calling to see if my car was ready but every time I did that I was informed that they've done started a new project on my car. I was never giving any paperwork not even from the very beginning of any kind. 

  Business response

  08/03/2024

  To whom it may concern,
  
                 Customer brought the vehicle to the dealership on March 26th 2024, we repaired the vehicle in good faith, we called customer on additional repairs which we received authorization to perform such repairs. After they repairs where completed we then learned that intending party didnt own the vehicle.
  
                 We will discount the repairs on the vehicle $400.00 to settle this matter. Our offer is good until August 15th 2024.
  
  
  *******************
  Managing Partner
  Town East Ford

  Customer response

  08/06/2024

  I am rejecting this response because:   I was only contacted one time the very first repair which was fuel injectors cost $1,800 . There were four other repairs made Town East Ford shows to communicate with someone that they did not have authorization to get the approval from I told Town East Ford that after the first time that they got the approval from the person not to do it they chose to do it three more times because this person said that they were financially responsible for my car. Now the car's been ready for 2 months , and I cannot afford to get it out now because Town East Ford took it upon themself to get authorizations from someone that was out to burn me  this this is unacceptable.. I'm a single parent full-time dad on disability.. I agree that I need to pay the $1,800 for the repair that I approved and I don't know what to say about the other repairs I was not financially responsible for those who was never gave the consent or even called on the 4 other repairs. Town East Ford took it up on their self to communicate with someone that had no plan but to do bad. Town East Ford never asked me was it okay to communicate with this person at all. I told ***** the representative from Town East Ford not to communicate with this person that she was not financially responsible for my car. She chose to keep communicating with this person now I'm being punished because of it. I expected a lot more from the dealership Ford.

   

  Business response

  08/06/2024

  To whom it may concern,
  
                 Customer brought the vehicle to the dealership on March 26th 2024, we repaired the vehicle in good faith, we called customer on additional repairs which we received authorization to perform such repairs. After they repairs where completed we then learned that intending party didnt own the vehicle.
  
                 We will discount the repairs on the vehicle $400.00 to settle this matter. Our offer is good until August 15th 2024.
  
  
  *******************
  Managing Partner
  Town East Ford

  Customer response

  08/06/2024

  I was never contacted after the first repair was done . I only agreed to the first repair the fuel injectors which was $1,800. .. Town East Ford took it unpon their self to have communication with a person that had no right to make those decisions I told them at the second repair to stop I didn't approve or have knowledge of the repair I told them to stop immediately that I'm on my way to pick my car up. I was told that I could not let the car was already torn apart I asked who gave them permission the authorization to do repair I told Town East Ford that they were wrong that she had no interest in helping financially that she is bad news she has no intention on paying for my vehicle..Town East Ford can you talk to this individual about repairs being done to my car there were four repairs that were done that I did not authorize now my bill is $***** + dollars. And I was told that the engine still needed to be replaced.So why do ***** dollars of repairs if the motor is no good it needs to be replaced... It's so unprofessional I've called other local **** dealerships ****'s service board managers that I talk to I've explained the situation to him they said that nothing would like that would ever happen at their location that they only communicate with the owner of the car unless giving written authorization to communicate with someone else.. county **** knows they are in the wrong they will not answer my phone calls or call me back I've left 50 plus messages. My car back immediately I'm willing to pay the $1,800 that I agreed to the rest of the repairs I did not give authorization and had no knowledge of it

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2024 Bronco Sport on 6/25 and had a generally great experience however the trade-in which was valued at $10-12,000 they only gave me $8,250.00 leaving me $5,300 upside down on a trade. I wanted a minimum of the $10k the car is valued at but they said they could only sell it for $11-12,000.00. Today I see they have listed my car for $19,500.00 which is well above the $11-12k they told me. I fell extremely taken advantage of and if I could return my new car and get my Mustang back I would. They are complete frauds and take advantage of customers. Will never do business with them again!!!

  Customer response

  06/28/2024

  Town East Ford has agreed to give $2k more for my trade-in to make it a fair deal. I would like to recall this complaint.

  Business response

  07/05/2024

  To Whom it may ******************************************** notified us the very next day that he was not satisfied with the process of the trade appraisal.  We addressed it with him and resolved this complaint.

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

  New Car Director

   

  Customer response

  07/08/2024

  I have reviewed the business response and accept this resolution. I withdrew my complaint since we did come to an agreement. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 5th, 2024, I contacted Town East Ford about purchasing a vehicle they were advertising. I did this after seeing the advertisement on-line. I spoke to a local **** dealership asking them to match the offer and they told me Town East Ford is notorious for false advertising and they would not sell me the truck at that price. I have attached a screen shot of the advertisement. I took my current vehicle to Town East Ford and they appraised the vehicle. I then told them that I accept the trade price and the advertised price of the vehicle. At that point I was told the vehicle was sold and I could not purchase it. The next day (Saturday April 6th) I noticed the vehicle was still advertised online at which point I contacted the Town East representative asking if the deal fell through and if the vehicle is available I would purchase it at the originally advertised price. I was told that it was a mistake to advertise the vehicle at that price but they were happy to sell it to me for more. This felt like intentionally misleading and false advertising. It only made me feel worse that I has been warned by a competitive dealership of Town East Ford's reputation to do this. I am seeking help in filing a complaint with the *** or FCC. Thank you with any assistance you can provide.

  Business response

  04/23/2024

  Town East Ford will be happy to Order unit at Advertised price.

  Thank you

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

   

  Business response

  05/09/2024

  Town East Ford will be happy to Order unit at Advertised price.

  Thank you

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

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