Bill Kay Ford
Reviews and Complaints

We traded in a 2012 truck for a (new) 2019 on a Sat. The glove box hinge was broken & we were told to bring it back on Mon. When we came back, we also asked about the little white dots all over the truck. They called the next 3 days & told us the dots washed off & they were waiting on the glove box part. By the 5th day, the app. tracked our new vehicle in an auto body shop, where it stayed for 10 days. We called the auto body shop & they said it was over spray & they were changing parts too. JT (sales manager) told us he doesn't have to talk to our sales person, and Dustin (general manager) never returned our calls. We spoke w/Bill Kay personally & told him we just wanted our trade-in back & he said they didn't have it, and we signed a contract. When we reluctantly picked up our "not so" new truck, our trade-in was sitting in their lot. I don't know how this shady businessman puts his head on his pillow at night!

Bill Kay Ford sold me a car that was all messed up, like seriously messed up. I want my money back for all the stuff I had to pay for because of this broken car. I had to fix it, rent another car, get it towed, and the stupid warranty didn't do squat. I got all the proof to back up my claims, and I'll send it along with this review. I can't fit all the details in here, so check out the attachment for the whole story.

For the year and model of my 2011 *** Fusion, there was a factory default with my power steering. I took my car to the dealership and they fixed it for free about a year or two ago. Recently, the same problem occurred with the power steering, so I had my car towed back to the dealership. Now they're saying they can only fix it once and can't do it again. If I want it fixed, they will have to charge me. They can't get me into anything else because they said the bank turned me down. Now I'm without a car and still have a car note.

In May , I bought a car from Bill Kay Ford in Midlothian. Later on, I tried to trade it in with the same people I bought it from, but they wouldn't take it. So, I went to another dealership and that's when I found out that the car was only worth $3,000. Can you believe it? They charged me a whopping $20,000 for it! Now, I'm stuck paying for a car that's worth way less than what I'm paying for. I even reached out to the Attorney General's office and sent them some papers they asked for. It's been over two months and I haven't heard anything back from them. I've been calling and leaving messages, but no response. I just want to know why I'm still stuck paying for this car. It's really frustrating, you know?

The dealership sold me a car with almost 9k miles on it, and made me buy a warranty for 2000$. They also added 6 years of financing on top of that. They didn't tell me that the car was already covered up to *** miles! I took my car for service, thinking I had an extended warranty up to *** miles, but they told me it had expired. So, the dealership sold me a warranty for a car that was already covered, and now they say they can't do anything because we didn't notice it when we bought the car! But what about the almost 4000$ I spent on the warranty that I never used? I asked if they could adjust it, but they said no! So, this big dealership just takes advantage of the little guy! I need them to adjust my warranty because now I need it to pay for repairs, and the dealership says it's expired!

I bought a car from Bill Kay Ford, Inc. in September . But in December 18, I started having problems with the car's app on my phone. It kept showing an error message on the dashboard screen that said "See Manual." And sometimes, when I pressed the gas pedal, the car would stall. I called for help and got a jumpstart for the car. Then, on December 28, I got another message about a problem and asked for service again. But this time, they said I didn't need a jumpstart.

After that, I had more issues on February 8, March 15, March 26, October 28 of 2021. Also, on January 28, July 24, August 3, August 10, August 21 of 2022. During all this time, I was stuck on the road with my husband, taking him to the hospital for his chemo treatments. Sadly, he passed away on April 18, 2022. I had the car serviced at Bill Kay Ford, Inc. at their service center. I spoke with a person named *** at [protected]. Every time I took the car for service, I had to be without a car. They told me that these issues happen when the car hasn't been driven for a while, or if the battery is being used a lot when the car is off, or if it's really cold outside.

I talked to some representatives from *** and told them about all the problems I've been having. They said they can only fix it if the error message shows up on the screen for them to diagnose. So basically, I have to be stuck on the road somewhere for them to do anything about it. This has been really hard for me because the car is new, has less than *** miles, and is still under warranty. I'm hoping someone can help me with this.

Mid July 2022 - I took my car to Bill Kay Ford, Inc. in the morning and dealt with a guy named *** from the service department. He told me my car needed cam phasers, which would take 4-5 days to fix. We scheduled a drop off for 8/3/22 because I was driving to Texas at the end of July. *** assured me that my car was safe for the trip. I dropped off my car on 8/3 as planned and didn't hear anything until I called on 8/10 to find out that they were waiting for a part to arrive on 8/12. I called again on 8/12, but the part still hadn't arrived. They said maybe it would come on 8/15. I called on 8/15, but still no part. Finally, my wife called on 8/19 and was told that the valve cap was cracked and that's the part they were waiting for. *** said they were fixing it as a courtesy, but it should be covered under warranty, so it's not really a courtesy! On 8/23, I went to the dealership to find out how it got cracked, and *** said the mechanic might have cracked it, or maybe not. I said, "If it was cracked before, I wouldn't have been able to drive to Texas and back with oil leaking like that. My engine would have seized up. And you would have noticed it when you diagnosed my original problem." So now my car has been sitting in the mechanic shop for over 5 weeks, waiting for a part that the mechanics damaged. They won't give me a courtesy car, but they suggested that I pay for a rental and then hope to get reimbursed. I contacted *** customer service, but they haven't been much help. They just keep repeating what the dealership has already said. I needed a rental to take my daughter to college, and we had to fight for it. And then, on the way back home, the service engine light came on. I just want my car fixed and returned without any more damage, especially since it's been sitting in a dusty work environment for over 5 weeks without being driven or started. I'm really frustrated with the lack of communication. I have to keep calling for updates on an issue that I didn't cause. I brought my car in to have the cam phasers replaced, and now, 5 weeks later, I still don't have my car because of their poor workmanship that cracked my valve cover, and it's not my fault at all!

I went to buy a new car and talked to the salesperson, Juan, about financing. I made it clear that I couldn't pay more than $600 per month because of my financial situation. Eventually, I purchased the truck on March 07 for a total of about $49,000 and gave a down payment of $1,000. The monthly payments were supposed to be $589.54 for 6 years. I signed the contract and left the dealership feeling happy.

A few days later, on March 16, I received a call from the dealership saying that the price of the truck had dropped and it was urgent for me to come and sign a new contract for the purchase to go through. They said the price would go down to $48,000. I thought it sounded great, so I went and signed the new contract. They took 2 sheets from the previous contract and gave me 2 new sheets to sign. I signed them and as I was about to leave the dealership, my wife, who was with me when I signed, noticed that the contract I had just signed still had the date of March 07 and the price hadn't changed. It was still $49,000 in total, with monthly payments of $589.54 for 36 months and then $801.58 for the remaining 39 months. I was never informed about this increase in payments. I did the math and realized that the total amount would be $52,485.06, which was higher than what I was told.

I went back to the dealership office and told Juan. The man who handled the financing for the truck overheard our conversation and said to Juan, "Didn't you tell him that the $589 payments weren't constant and would go up to $801.58?" Juan replied, "No." The man who did the credit check and financing got angry and went to his office. I told Juan that I didn't want the truck anymore under these circumstances and reminded him that I had consistently said I couldn't pay more than $600 per month. Juan then told me, "You already signed, it's too late. Just pay, and in 3 years, before your payment goes up to $801, come back and trade the truck for a new one." I left the truck in their parking lot with the keys. I called the bank that financed the auto loan, and they said they hadn't received anything yet but made a note of my complaint.

We bought a 2014 *** Xterra from this dealership in 3/2022 for our son. *** was our salesperson. We live in , so we had to do everything long distance. Potter contacted me (***) after I saw the car online. I asked Potter to talk to my husband, *** directly since he would be the one making the purchase. Potter tried to FaceTime me, but I was driving and couldn't check it out. Potter contacted my husband and said that I said the car was okay. I didn't tell Potter that. I didn't get a chance to see it properly or have him start the car. My husband gave them the down payment assuming I had inspected it. There were more issues with the financing and delivery fee, but I don't have enough space to talk about that. My main concern is the safety problems. The car was delivered on 3/19 at 10 pm. We looked at the *** and it seemed fine. But when the transport truck left and we started the car, it sounded like it was falling apart. The noises were so loud that we were worried it would wake up the neighbors. The fuel was at zero, and the rear windshield wiper fell off. When we tried to adjust the 4WD ***, it fell off into the dashboard. The car was stuck in 4WD at that point. We took it to a mechanic and found out that the firewall was falling off because of rusted and broken clamps, and the front right wheel bearing needed to be replaced (which is a safety issue). I texted Potter on Tuesday with a question about the registration, and he got back to me. I then told him about the safety *** but he never responded. I waited 24 hours and texted again, but still no response. I called the dealership 4 times and had to leave a message for the *** who also never responded. The last time I called them (3/30), a woman answered and asked, "Where are you from?" and "What do you want? You keep calling." She said, "We told you the *** isn't here." I explained my issue, but she was very unprofessional. She took my *** but I haven't heard back from them. I want them to pay for the repairs (attached). It's clear that this car left the dealership in this condition because of the lack of response.