Complaints

• Initial Complaint

  10/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was promised $600 by the sales manager on day I bought vehicle but dealership kept making excuses and didn't honor it after I bought the vehicle. Shady practice.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a brand new 2023 **** ******* on 8/14/2023 from Ted Britt Ford in Fairfax, Virginia. The cost of the car was $55,000. I drove the car home to my residence in Ohio. The next morning, less than 24 hours of ownership, I washed the car and noticed what looks like paint splatter on both front wheels/rims. I took the car to my local dealer who had a mechanic look at it. He confirmed what I had suspected, that the black spots are under the clear coat and is a factory defect from the factory. The dealer here in Ohio tried to help, they filed a claim to Ford to try to get the wheels replaced, that didn’t work. Ted Britt Ford said they would take care of it, but they haven’t done anything. Currently they are not returning my emails and haven’t had any contact with me. I then went through Ford Customer Relations, they also filed a claim but they came back and said they wouldn’t cover it. So I bought a brand new car for $55,000 that has a cosmetic defect from the factory and Ford won’t do anything about it. This should have not left the factory like this, and Ted Britt Ford should have not let this leave their lot like this. Ted Britt Ford did not do a proper PDI, Pre-Delivery Inspection. I feel cheated and taken advantage of. I guess the adage of the customer is always right, doesn’t apply, even when I am in the right. Poor workmanship, poor quality control and a complete failure in customer service and satisfaction is going on at Ford Motor Company and Ted Britt Ford. All I’m asking for is for the problem to be fixed, either replace the wheels or have them refurbished. Right now, I’m totally being ignored by Ted Britt Ford. I feel that they think since I bought the car in Virginia but live in Ohio, that they can just ignore the problem until it just goes away. Thanks for your help. 

  Customer response

  11/06/2023

  I was contacted by the General Sales Manager at Ted Britt Ford on October 4th.  His first question was, did I contact the Better Business Bureau…..and I said yes I did.   He then promised that he would take care of me and get new wheels sent to the Ford dealer near me.   He said it might take a week or a little longer.   One week later on October 11th, he called and said they were still working on getting me new wheels, and that he would get back to me.   Two weeks went by, and I heard nothing from him.  I then texted him to ask about the wheels.   He said they were waiting on a Ford rep to get back to him and that he would get me an answer ASAP.   He capitalized ASAP in his email to me.   That was on October 25.   That was 12 days ago and I have not got any response back from him or Ted Britt Ford.   I think my definition of ASAP must be different.    I personally think they are telling me what I want to hear to keep me quiet and at bay, hoping I’ll just forget about the whole situation.    This is the status as of today, November 6th.   The problem as not been resolved and I am still upset.   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at this shop for over 3 months I’ve left messages (28 ) for the service manager I’ve called almost 3 times a week for an update, my service advisor ***** says he will call me back if I happen to get him on the phone never calls back no updates no loaner car to accommodate me no nothing just the run around as I’m writing this review I have been on hold for 24 minutes waiting they said they will find out what’s going on. This is such bad service they need to accommodate me. I should be able to get a loner 

  Business response

  11/03/2023

  ---------- Forwarded message ---------
  From: ********* *** <*********@tedbritt.com>
  Date: Mon, Oct 30, 2023 at 10:39 AM
  Subject: Fw: Better Business - ******* ********/
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

  To whom it may concern.. this vehicle was brought to our dealership from an AutoBody shop.. for inspection of a vibration while driving... it was determined that axles had to be replaced.. these parts were on a backorder status with no ETA on delivery... the owner of the vehicle could not wait any longer for the parts to arrive, so she had it towed to another location...

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The GAP insurance for the 2020 **** ******** that was traded-in was cancelled on April 11, 2023, and the remainder of the fund was to be returned to the customer. The finance person (****) and I signed the GAP cancellation form and he indicated that it will take approximately 4-6 weeks from the date of cancellation to received the refund. No refund has ever been received. On may 16, 2023, I emailed the finance person for update on the cancellation. He never responded. On June 05, 2023, I contacted the salesperson (Hassan) and asked if he can speak to the finance person on the status of the refund. He said someone will contact me. No one ever did. It has been over 6 weeks since the salesperson and finance person was contacted. No one is responding. Your assistance is greatly appreciated. Thank you.

  Business response

  07/29/2023

  We do apologize for the delay, but I have attached proof that the gap cancelation has been processed. The remaining balance of $890 was issued to the lien holder on 7/27 with the cancelation being dated for the appropriate date. If you have any additional concerns, please do not hesitate to reach out to me directly.

  Thanks

  *** *****

  ************ (direct)

  Ted Britt Automotive

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 4/5/23, i brought my 2017 ******* in as it was misfiring/sputtering when the engine started. TBF diagnosed this issue as water getting into the engine compartment b/c the cowles were backed up with debris (see 4-7 work order). this is a known issue with this model and is covered under TSB **-****. the issue was "fixed" by the technician applying die electric grease to the connectors and harness. on 6/13/23, i had to have the transit towed to TBF b/c i was driving on 495 and got an engine overheat warning. i should've taken my ********* headset i used earlier that day and left by the gear shifter but i didnt. after having the vehicle for about a week and getting a diagnosis from having to "replace the engine" to "its not that bad", the final resolution was to replace the wire harness b/c the tests showed resistance (caused by the die electric grease?) which caused the indicator light to go off (see 6/20/23 work order). there had been no problems like this before. when i went to pay for the repairs and asked to speak with the service manager, i was instead given the service advisor who discussed the issue with me. it sounded like gibberish and gave me no confidence that the issue was not, at least in part, caused by the application of the grease. when i got back in my vehicle, the first thing i did after starting it up to confirm things were good was look for my headset. it was not where i had left it and over the next couple day spent time looking for it on the floorboards, in the console, glovebox, under seats just in case it fell or was placed somewhere by the technician. it is not in the vehicle and the only people with access to the vehicle were TBF personnel. i am requesting a check written to my company (**** and *********************) for half of the original $425 "repair" refunded to me ($212.50) as well as the replacement cost of my company headset which was taken from my vehicle ($127.02) for a total of $339.52 to satisfy this.documents attached.

  Business response

  07/25/2023

  In response to the concern in hand. Vehicle was brought in for the concern for a check engine light and drivability symptom which at the time we found water around # 2 and 3 coils, and the cylinder head temp sensor. We found that  the cowl drains where clogged with debris. We cleaned the Debris from the cowl as a acceptable repair as TSB 19-2091 does not apply to vehicles with 2.5 liter motors. Dielectric grease was added to the cylinder head temp sensor connectors to try to prevent corrosion from the water contamination. Unfortunately the client had to return at which time we had to replace the cylinder head temp sensor and pigtail due to corrosion caused by the water intrusion from the pervious concern. The addition of the dielectric grease played absolutely no roll in the vehicle needing the second repair as dielectric grease is a corrosion preventative. After careful review of our security cameras we have determined that no items were removed from the clients vehicle, so I can only come to the conclusion that the customer misplaced his blue tooth head set. 

  Customer response

  08/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  unless your security cameras are in my vehicle, you have no idea what happened. 

  your "solution" made me have to return the vehicle 2 months later for an issue i've never experienced in 35 years of owning vehicles. instead of fixing it the first time, if there was corrosion and debris on the heads noticed, why was it not fixed then? why not fix something the first time? keep the money train rolling.

  this experience also affects my decision to buy a **** again. this was the first domestically produced vehicle I've bought in a long time. after years of buying ******s specifically, if there is a design flaw where stuff (its not like there arent trees and other things blowing in the wind) can get into a drain and cause this damage i wont be buying **** again.  
  

  i'm glad TBF is a big company and wont need me, my company or family as a customer in the future b/c i wont be and i will make sure others know of my experience.

  Regards,

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

• Initial Complaint

  06/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We ordered a new vehicle from Ted Britt **** in Vienna, Va on March 6, 2022 and began the wait for the backlog in production that we knew existed back then. We began checking after about six months to see if the dealership had heard anything and were told that they had not. We kept checking over the next several months with the same response, even going to the dealership once. A manager told us on that visit that they had a huge backlog, and even pulled out a document of many pages and said that this was their list of vehicles waiting to be delivered to them, including ours. He was rude and completely unsympathetic with our situation and said we'd just have to wait. A few months went by, with us checking occasionally with the dealer and with ****. **** has a "Track my ****" website, which we checked weekly, but it never refreshed from the "built" date of 9/28/22 and "shipped" date of 10/06/22. Ted Britt kept telling us they did not have the vehicle, and the manager was incredibly hostile and accusatory in a 3-way call between us and **** in February, 2023. A salesman told us the vehicle was "lost," but the manager hurled that back at us and said no one ever told us that and that it wasn't true and that neither they nor **** could track the vehicle; something we heard over and over. So we went to another **** dealer who were very nice...and printed out a ****** report on the VIN. According to ******, Michigan Motor Vehicle Dept. issued a :Junk Title/Certificate Issued" status on 01/04/2023. We have not heard a word from Ted Britt ****, we do not have the vehicle we ordered according to our deal with Ted Britt (price, loan terms etc) and we expect that they will never live up to their end of the bargain, let alone how rudely they treated us. We ordered this vehicle in good faith and have been treated like pariahs and only found out the status of the vehicle we ordered by going to another **** dealer.

  Customer response

  06/19/2023

  It is not a repair complaint but a failure to fulfill contract.   Full name you requested is noted above, **********************  Car was ordered by **************************  

  Customer response

  06/30/2023

  Attached please find two attachments regarding my complaint against Ted Britt **** in support of the fact that they failed to deliver or even communicate with us about the **** ****** we ordered in March, 2022.  It was manufactured, assigned a VIN number, but as the ****** report (attached) indicates, it is "Branded Title" Junk" now.

  Business response

  08/09/2023

  We got an answer from **** on this vehicle.  Here is the response.  I will attach an image of their response as well.  I dont know where the communication was missed, but feel horrible if the customer was not notified.  How can we help at this point?  **** response below.

  Good Morning *******,

  I opened a logistics case on this vehicle back in March and all I was advised was that the vehicle was deemed a total loss. There was no official estimate provided because of the amount of damage to the vehicle. However, I have included the response I received below and if there is anything additional needed please advise. Thank you for your time and assistance with this matter and have a great day.
  

  Customer response

  09/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the General Manager from the dealership keeps asking what they can do as they feel "so horrible" that this occurred.  What I have asked for is that they reorder the vehicle at the original price or offer some comparable deal.  The lack of communication between Ford and Ted Britt was not timely and Ted Britt never communicated with me the customer.  Feeling "horrible" does not make the consumer whole.  
  
  Regards,
  
  **** ******  
  

  Business response

  10/04/2023

  Email dated 9-20-2023 below with screen shot of communication attached.

   

   

  ****,
  
  Sorry about everything from the **** mishap to our lack of communication.  I wanted to let you know that we have restaffed two management positions here since we last spoke and have a great team in place as we move forward should you want to work with us on a replacement vehicle.  We have allocation for new orders from ****.  If you are still in need of a new ******, we can order one for you at employee D-plan pricing while also waiving the dealer processing fee if it helps.
  
  Again, I have never seen a vehicle damaged in transit to the point of being a total loss and apologize on behalf of the dealership and **** for all of this.  We clearly did not handle things or communicate in the best way possible.
  
  ***** *******
  General Manager
  Ted Britt Fairfax
  ###-###-####

  Customer response

  10/17/2023

  The consumer and business have agreed to a resolution.  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The truck has been in the shop more then I driven it. **** and the headquarters has told me their nothing they can do. I use it to take my kids to school and go to work and ect. The truck shakes really hard and cuts off randomly. I took it to **** they gave it back 3 weeks later with the service engine light on. Then told me they can look at it for 175 to look at it after they just charged me a few grand and fixed nothing in fact it got worse now theirs a hole in the engine where you can see inside and all the shaking have caused the transmission to go while me and my 4 kids was in the truck when it cut off and we almost got hit in the middle of the highway. When I talk to **** theirs nothing they can do this car is a lemon. Please help I can't even trade it but I'm stuck in a 25k loan at 675 a month for a lemon. It's gonna cost a life if they don't do something. I'm losing money cause I can't get to work my job of 10 years.

  Business response

  06/06/2023

  The customer purchased this vehicle from **** ******, not from Tedbritt **** of Chantilly, He brought the vehicle in on 2/13/2023 with 105,725 miles on the odometer, Client's complaint was vehicle shaking, on inspection we found the front engine mount, trans mount, and roll restrictor, faulty. at that time, we replaced the trans mount and roll restrictor and advised the client that the front mount was on back order. Client returned on 5/16/2023 with 108,040 miles. with a concern of a check engine light on. we found several dct's related to the transmission, turbo and fuel pressure. the vehicle was not able to road test due to the Transmission issue. The transmission was repaired under a manufacture recall. and on road test the dct's for the turbo, fuel pressure, and intake cam shaft timing returned. on inspection we found the one of the intake cam lobes protruding through the valve cover. the intake cam is obviously fractured but without an approval to remove the valve cover further diagnosis cannot be performed. and stated from above the vehicle was purchased from Auto Giants not Tedbritt **** of Chantilly. the client should be filing his complaint against the place of purchase. I request that the BBB remove this complaint for Tedbritt **** Chantilly, for that we have fulfilled all the needs to the client as he requested. 
  
  any questions please call or email me at

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

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

  Thanks

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

  Service Director
  
  Tedbritt **** Chantilly

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I dropped my brand new car **** for oil change and they missed up my engine, and they don't even offer me a loaner

  Business response

  05/06/2023

  I'm sorry we did not have a loaner available at that time.  We have over 200 loaner vehicles and at times they are all out.  I would recommend scheduling with our remote service team next time.  They will show up at your home, work, etc. and complete basic services like oil changes!  Just like ******, or ****** ******, we will come to you!  I'm sorry for the inconvenience again, I appreciate your business.  
  
  ******* ***** 

  Customer response

  05/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  thats not acceptable when your Service 
  Department taking my New **** $60000 that I use for work for an Oil Change and they bring the car back without any Oil, and that damaged my motor and broke on me that I had to use towing to send it back , they had to take the truck back from me, and they didn't offer a loaner or any rental!! I asked them I have work and they didn't care nor the service manager didn't even know about that and they kept me without any car for a week that I have to pay out of my pocket for rental!!! , that show a very bad company!!! No satisfaction or 
  Regards,
  
  *******************

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've attached a detailed letter. Please let me know if you need any more information. The Tedd Britt we purchased the ****** from is Ted Britt **** Sales, Inc 11165 Main Street Fairfax, VA 22030 *** ***** **** **** * **** ****** is ***** ***** ***** ****** Fairfax, VA ***** Our Customer Invoice # ******

  Business response

  03/24/2023

  FACTS NOT MENTIONED IN COMPLAINT:

         THE VISIT ON 08/17/22 AT 94K RESULTED IN A $6300 BILL. SERVICE DIRECTOR AT TED BRITT WAS ABLE TO GET $4300.00 DOLLARS IN ASSISTANCE FROM ***** CUSTOMER DID NOT GET AN EXTENDED WARRANTY. THERE WAS A 2000.00 REMAINING BALANCE. DEALERSHIP ABSORBED $1900 DOLLARS OF THAT BILL. CUSTOMER ONLY PAID $100.00.

         ON THE NEXT 2 RECHECKS, DEALERSHIP COVERED REPAIRS, TOWING EXPENSES FROM OUT OF STATE AND PROVIDED A LOANER CAR.
  

  -        DEALERSHIP FEELS WE HAVE DONE EVERYTHING AND MORE TO HELP AND ACCOMMODATE OVER A EIGHT MONTH PERIOD INCLUDING A 4 MONTH LOANER USAGE WHILE WAITING FOR  BACKORDERED PARTS. YES, THERE WAS A MONTHLY CAR PAYMENT BUT CUSTOMER HAD OUR BRAND ESCAPE TO DRIVE IN THE MEANTIME.
  
  OVERALL WE FEEL WE WENT ABOVE AND BEYOND WITH WHAT WE HAVE DONE TO HELP AND WHILE WE HAVE EMPATHY FOR THE CUSTOMERS SITUATION, WE FEEL THAT BETWEEN US AND *********** WE HAVE PAID IN AND CONTRIBUTED MORE THAN THE CUSTOMER GIVES US CREDIT FOR.  WE JUST CAN'T STILL BE ACCOUNTABLE FOR ANYTHING GOING WRONG WITH A 100K MILE PRE-OWNED VEHICLE ALMOST A YEAR AFTER SALE.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My vehicle was bought in August of 2022 and has spent a total of 6 months sitting in the shop having warranty work done to fix issues that have come up. I have called and not gotten answer after leaving messages. This is supposed to be a Ted Britt certified vehicle and we even bought additional warranty at the time of buying it but we still are not getting solutions. We are paying for a vehicle monthly that we can not even use. The check engine light is coming on from failing parts and being told the warranties will not even cover that. I am looking to find out what solutions we can get since making phone calls does not seem to get results. The list of issues since we bought are Failed radio , Check engine light , Dirty seat we were told at the time of buying would be cleaned , failed step motor , needing oil changed . All of these things should not take the months we have been waiting for a result. By the state standards we were sold a lemon vehicle with additional warranties that don't seem to be making any difference. Communication seems to be failing with this location no matter how hard we try calls go unanswered.

*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. ↩