ComplaintsforBest Ford Inc.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a mini ****** in February 2024 from best ford in nashua nh, since then my vehicle has broken 3 times and the dealership has made me pay for a tow when i have a warranty that includes roadside assistance and a rental while my vehicle is being worked on. In those 3 times my car has sat at the dealership for at least a week, the second time which was a month ago they did not give me a rental or try to help find one from another **** dealership so i had to pay out of pocket to rent a vehicle from enterprise paying $800 for 1 week. My car is currently sitting at best ford and has been sitting there for 4 days now and they have not looked at my car, have not provided me a rental while i am waiting for my car to be repaired so i am having to find rides to and from work, and they seem to be avoiding me when i call sending me to someones voicemail rather than helping me. I have asked to be put into a new car because NH has a lemon law and this is the third time my car has broken and it has been a different issue every time and i have only put ****** miles on this car since purchasing it in February.

  Customer response

  10/26/2024

  All issues have been resolved. No further action needed at this time 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/10/24 went into Best Ford to look at a vehicle. They took the keys to my current vehicle to get me a trade in value. During the negations process I said several times that I wanted to come back another day and I wanted my keys back. I was ignored and they kept pushing me though. Every step I said I would like time to think, to come back another day I wanted my keys back. I was not given my keys back until after I signed the purchase and loan agreement. I purchased a used vehicle. I was told that it would be registered when I picked it up and had gone through a full inspection to make sure nothing was wrong with it. It was not registered upon pick up 9/13 and was told it would be done the following week. It is illegal to drive an unregistered vehicle in **. On 9/18 I called to check on the registration and was told it would be the following week because they did not have a title for the vehicle but I could come take a loaner car. On my way to get the loaner car the just purchased vehicle started have transmission issues when I arrived at the dealership they told me "sometimes they just drive like that" I informed them there was an issue and I wanted it fixed. 9/20 I called to find out what was going on with the transmission issue and the registration and was bounced around no one knowing what I was talking about. Finally someone said don't worry we'll look at it. I feel as a young women who was not buying an $80,000 vehicle I was unwilling pushed through the buying process and then ignored. I was told I would receive a call back to answer my questions and I have not heard from anyone. I sent and email to the general manager and the manager of sales with no response. I was miss lead and now forced to wait an undetermined amount of time to get my vehicle back. I have never been treated so terribly and feel so taken advantage of as a women. I will never deal with Best Ford again.

  Business response

  09/27/2024

  Please see attached. 

  Customer response

  10/04/2024

   
  Complaint: 22325324
  
  I do not accept the business's response as a resolution to my complaint because even though my vehicle was returned to me, it was missing the second key, the privacy screen for the trunk and the owners Manual. All of these were present when I originally dropped the car off which now cost me over $600 to replace everything.  This is all after they tried to get an additional $3000 out of me. I have never dealt with A dealership as unethical and unprofessional as this one. 
  
  Sincerely,
  
  Meaghan Stjean

  Business response

  10/07/2024

  Please see attached. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Best Ford to file paperwork for a refund as I sold my 2020 **** explorer and I had purchased both An Extended ************************* I did receive a refund for the Extended Warranty from a third party. When I didnt receive the refund from ************* I contacted the third party company and was told the refund would come from Best Ford. I have tried to contact Best Ford multiple times but they have not responded. I am entitled to this money.

  Business response

  09/13/2024

  Please see attached

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle on August 10th, after their registration, we were able to pick up the vehicle 8/14/24. Immediately, on the hour long ride home noticed a groaning and humming coming from the drivers side wheel and an transmission issue. Called when we got home and immediately brought it back the next morning. They didn't work on it until the Tuesday after that but they confirmed that the wheel bearing was bad and ordered the parts and were going to replace that and send the car to ***** to diagnose the transmission in 2 days. They call when they send it to ***** that it needs a transmission flush, and that ***** says it doesn't need a wheel bearing (when they told us it was already done and agrees that it did need one). Best Ford didn't want to pay for the repairs at *****, but eventually did pay for the Transmission flush, but will not repair the wheel bearing and the car still makes noise. They sold the car to us this way and are ignoring our phone calls to managers. We even purchased extra warranties from them, and have the 90 day warranty that came from them right off purchase.

  Business response

  09/04/2024

  Please see attached. 

  TY

  ****

   

   

   

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 40k mustang from carmax with 30k down, and purchased the extended warranty. After a few months the check engine light came on and i took it to Best Ford. They said they diagnosed the issue and the car became undriveable after a few days. Took it back to Best Ford and they ended up holding the car for months because they were unable to get the manifold that was needed (and that was under warranty). I also have photos where they left my vehicle in the rain with the door cracked and window open. They finally accepted a manifold that I FOUND on **** and installed it. Again, after a few days the car became completely undriveable, almost throwing me off the road. Best Ford is now not willing to fix the car again and i just had to have it towed to a new dealership, when this all happened because of "repairs" they made.

  Business response

  07/16/2024

  Please see attached. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought a 2010 **** F150 truck to Best Ford to reprogram an ECU for PATS. It is called a parameter reset. I was told to pick up the vehicle that the procedure was unable to be done by the technician & to pick up vehicle. When I picked up on 6/26/24 service advisor ************************* said charge was $199.90 & the truck was still in the same condition as when I dropped it off. The next day I found a locksmith that was able to do the procedure in about 10 minutes. I went back to Best Ford & told the service ************ refused to compensate me in any way. He said his technician did the procedure so he has to compensate the technician. I feel this is unfair as nothing was accomplished at Best Ford.

  Business response

  07/02/2024

  Please see attached. 

  Customer response

  07/02/2024

   
  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. I paid $199.90 cash for this repair order. How do I get the $50 compensation that was given?
  
  Sincerely,
  
  *************************************

  Business response

  07/03/2024

  To Whom It May Concern, 

  Best Ford will mail a check in the amount of $50 to the name and address on the repair order.

  Sincerely, 

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

  General Manager

   

   

   

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this company and the vehicle has been in and out of their shop consistently, I have tried to get them to purchase it back, and went through the buyback process which was denied due to where the vehicle was first sold to the first customer, and attempted the lemon law. as of today the vehicle has been in their possession once again for the same issues for more than 5 weeks. I had dealt with their previous service manager who was blatantly lying to me about the issues and not being truthful. I have spent way more money and time on this vehicle than should have and it continues to bring me issues. I do not want the vehicle anymore nor do I want the company's business and would like them to refund my money and be done with them completely.

  Business response

  06/10/2024

  Please see attached.

  Customer response

  06/10/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: they sold me a vehicle, no matter warranty or not that has cost mere money than was spent on the vehicle alone. I purchased a vehicle to help my and my business, however, it has only hindered and caused problems. Time and money spent over countless months and repeated visits have cost me. I no longer want the vehicle, as this wouldnt be the first time I have been told by the business my vehicle was fixed and that theres nothing wrong with it. I no longer want the vehicle and want it bought back. 
  
  Sincerely,
  
  *********************

  Business response

  06/12/2024

  Please see attached. 

  Customer response

  06/13/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: regardless of the warranties and whatever else may be given, the fact is I have not driven ****** miles, nor has the vehicle been in my possession for 365 days since Ive bought it. The odometer may show there has been ****** miles out on it, however, the business is responsible for at least ***** of those miles. I do not know who was driving the vehicle that much but someone was driving my vehicle regularly when I best fords possession and may have even driven over ***** total. The miles recorded from the company at not accurate and show it leaving with the same number of miles as it went in with and was in their possession for over a month. No record of driving, yet when I brought the vehicle back after 11 days of having it, the mileage in was up thousands of miles and I did not drive thousands of mile in just over a week
  
  Sincerely,
  
  *********************

  Business response

  06/17/2024

  Please see attached

  Customer response

  06/18/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: the mileage is 100% not in the repair orders. I have all of them and multiple times was not reflected.

  
  Sincerely,
  
  *********************

  Business response

  06/21/2024

  Please see attached. 

  Customer response

  06/24/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: now you have falsely stated I refused to pick my vehicle up. The vehicle has already been picked up. You guys lie and continue to lie and deceive your customers. Absolutely the worst experience of any dealership Ive dealt with. You are liars and continue to lie. 
  
  Sincerely,
  
  *********************

  Business response

  06/25/2024

  Please see attached. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from Best Ford a 2021 KIA Sorento X-Line. The vehicle didn't have any title. The dealership has been giving me nothing but the run around regarding when the title is supposed to arrive at the dealership. My first car payment is due soon and I haven't even been able to drive the vehicle because of the title issue. Last I checked it's illegal to sell a vehicle without the title.

  Business response

  03/20/2024

  
  Better Business BureauMarch 20, 2024   
  
  Re: ******** ******* 
  Your Files No. ****6000 
  
  To Whom It May Concern,  

  
  Best Ford had paid off the pervious loan on the vehicle Mrs. ******* purchased and was awaiting the tile. We have received the title and Mrs. ******* new registration is in process and expected by Friday 03/22/2024. Best Ford will give ******** ******* a check for her first payment of $490.18 and deliver her vehicle to her as a courtesy.  

  We apologize for any inconvenience this may have caused and hope that we have resolved this concern. 

  Please feel free to call or email with any questions  

  
  Sincerely,  
  Michael F******* 
  General Manager 
  Best Ford  
  579 Amherst Street 
  Nashua, NH 03063 
  603-889-0161 Ext 50107 
  *********@bestfordnh.com 

  Customer response

  03/20/2024

  #21456000

  Hello, Best Ford received the title as of yesterday for the vehicle I purchased. They resolved the issue and offered a resolution for the miscommunication and conflict regarding the missing title for over 4 weeks. 

  I will no longer need to proceed with the complaint against Best Ford. 

  Sincerely, ******** ******* 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Best Ford about a refund on their protection plan and Gap insurance. When we signed up for it the amount was never disclosed to us. On February 2nd, we filled out their required paperwork and were told the money would not be sent prior to the first payment which was a couple of weeks ago. We are still waiting. I emailed Mike the GM twice and have never received a response from him. Obviously the money came out of our account quite swiftly. I think over a month to return it is unacceptable. We are being charged interest daily for this $4000.

  Business response

  03/06/2024

  
  Better Business Bureau  March 3, 2024 
  
  Re: ****** ******* ******** 
         Your Files No. ******** 
  
  To Whom It May Concern,  
  The fact are as follows: 

  *On or about 02/02/2024 ****** canceled her warranty products.  
  *Best Ford informed her that the process would take 6 to 8 weeks.  
  ******* has called and emailed multiple times checking the status and has been told multiple time of the time frame.  

  
  Best Ford has informed the customer that the process of canceling the warranties takes 6 to 8 weeks. As soon as I received an email from her, I ensured that the finance manager was in contact with her and that her cancelation was indeed being processed. We are unsure why ****** is still inquiring at this time. Should the funds not be received by the expected date of 03/29/2024, please inform ****** to contact us at that point.  

  
  Feel free to email or call with any questions,  

  
  Sincerely,  

  
  Michael F******* 
  General Manager 
  Best Ford  
  579 Amherst Street 
  Nashua, NH 03063 
  603-889-0161 Ext ***** 
  ************************ 

  Customer response

  03/07/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ******* ********

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 cars around the last week in May, 22 F250, 20 Escape, 22 Edge, the issue is with the Edge. I went to pick up the car, which we were told it was a new 22 Leftover and it had 5800 miles (problem 1) the car had damage all over, the hood, the passenger side roof, the tailgate, the rear wheel wells, dent to the passenger front wheel well/ fender, and scratches throughout. All were pointed out and they promised to repair the issues (problem 2), the interior smelled like cigars, I don't smoke and neither does my wife, it made us nauseous, the interior also had damage which we pointed out and they promised to get rid of the smells and repair the interior (problem 3) they also gave us two of the cars without gas (gas light on) and two of them need an oil service ( problem 4)(they did resolve this, serviced the vehicles and put gas in them) the 20 Edge still has unresolved mechanical issues ( problem 5). Again I bought the cars the end of May. The 22 Edge which they promised to fix and get rid of the smells I drove for a day and they took it back to repair it. The put me in a loaner car ( which is fine) so yesterday they call me and tell me the Edge is fixed. GREAT, I went to pick it up and exchange the Edge so the mechanical issues with the Escape can be fixed, except the Edge still smells like cigars, still has body damage, and still has interior damage. I was obviously not happy, they tried telling me that doesn't smell but my wife and I smelled cigars, they tried telling me that they said they were going to fix it as best as they could and it would be perfect, which is unacceptable, I finally told them I don't want the car and to put me in something else. They said they'll see what they can do, come back next week, which I agreed to do. On the way home, I was called my Bill and he told me I spoke with the GM we are not fixing anything else, drop off the loaner immediately. I still have the loaner and this is where we are at.

  Business response

  08/15/2023

  Please see attached. 

  Business response

  08/29/2023

  The fact are as follows:

  * Best Ford clearly informed the customer the vehicle was a service loaner and that is why it had milage in it. 

  *Best Ford told the customer at the time of sale that it would not be fixing any of the body damage or other. The customer signed a "WE OWE" listing only to add leather interior -  stating nothing else promised. 

  *In the interest of customer satisfaction Best Ford not only had the vehicle professionally odor controlled but installed bran new carpets and sealed the flooring to ensure help with any long term odor issues. 

  *In the interest of customer satisfaction Best Ford had the front and rear bumper painted as well as the hood the vehicle to remove any scratches. 

  It appears that anything Best ford attempts to resolve this concern is not enough the customer keeps on adding new items to his list. 

  Best Ford will offer the customer $500.00 resolve the concern. 

  As the vehicle is still on the property, Best Ford will begin to charge $25.00 storage beginning on 09/01/2023. 

   

   

   

   

  Customer response

  08/29/2023

   
  Complaint: 20463906
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  The fact are as follows:

  
  * Best Ford clearly informed the customer the vehicle was a service loaner and that is why it had milage in it. 

  You have said this multiple times, you are either being fed false information by Nick or Terry or intentionally telling lies. The car was disclosed as a loaner on 6/16 from Terry the New Car sales manager. Those are the facts

  
  *Best Ford told the customer at the time of sale that it would not be fixing any of the body damage or other. The customer signed a "WE OWE" listing only to add leather interior -  stating nothing else promised.

  Nothing of the sort was discussed because I did not know about the damage, the car was sold as new, new as never being registered and new condition, at the very least we could agree that the car is not in new condition. The car was NOT disclosed as loaner until 6/16 by Terry the NEW car sales manager when the plates were being put on and I pointed out the damage to NICk the salesman. Terry made the promise after it was pointed out to make things right and get it fixed. He made it to me and made it to my wife. Again, we are not liars.

  
  *In the interest of customer satisfaction Best Ford not only had the vehicle professionally odor controlled but installed bran new carpets and sealed the flooring to ensure help with any long term odor issues.

  Im not disagreeing with any of that but the car still smells of cigars and still has exterior and interior damage, which your manager promised to fix. When I dropped the car back off on 6/19 at his behest, he took notes of all the issues and again promised to make this right and fix these issues but here we still are. I am sure you have cameras on the property, check the tape and you'll see Terry going around the car with me and my wife taking notes but I'm sure you already know that. 

  
  *In the interest of customer satisfaction Best Ford had the front and rear bumper painted as well as the hood the vehicle to remove any scratches. 
  It appears that anything Best ford attempts to resolve this concern is not enough the customer keeps on adding new items to his list. Why paint some things and not all. At this point we are talking about a rear tailgate scratch, the rear bumber is still scratched, and the dents over the passenger door, all were discussed on 6/16 and again on 6/19 as well as the drivers door interior panel and the smell. NOTHING NEW HAS BEEN ADDED. ITS the SAME COMPLAINT FROM 6/16 day one of me seeing the car and  again on 6/19 when Terry took all his notes. One of us is being dishonest, and its not me, have some integrity.

  
  Best Ford will offer the customer $500.00 resolve the concern. We can start by fixing the damage as your company promised to do.....
  As the vehicle is still on the property, Best Ford will begin to charge $25.00 storage beginning on 09/01/2023.  Im not even acknowledging this last statement.

  
  
  
  Sincerely,
  
  ****** ******

*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. ↩