Complaints

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/8/2024 my 2020 **** Explorer was taken into Long ***** for a recall on the rear axle bolts. A couple of weeks later my husband noticed the vehicle was out of alignment, so we had the vehicle aligned on 3/7/24. In the last week the vehicle has gone out of alignment again this time causing a tire to blow out on us while traveling. Called the company and was told they did not do an alignment when the vehicle was brought in for the recall. The manager refuses to listen to our concerns about something being wrong and refuses to have the vehicle checked and serviced. Offered to pay for one tire and alignment to shut us up. Now I have no vehicle to drive and mine is not fixed

  

  Business response

  03/19/2024

  ******************
  Were terribly sorry that your experience with our ****************** left a bad impression. When recalls are performed on a vehicle, our technicians follow very strict guidelines and instructions (provided by the manufacturer) to complete said recall. The recall youre referring to, 23S55, was completed specifically as **** instructed. By following ****'s explicit instruction, nothing done during this repair would result in a misalignment of your vehicle. However, at the time of service, the mileage on your vehicle was roughly ****** miles, which is about the time that most vehicles are due for routine maintenance (oil change, tire rotation, tire replacement, alignment,etc). Furthermore, our location did not perform the alignment completed on March 7th,so we cant speak on behalf of the company that did. We do hate to hear that you feel as if our attempt to correct the issue was only to bandage the situation, we truly were doing what we could given the circumstances. We did also agree to assist with the correction, out of goodwill, with full intentions on getting you back on the road safely. Again, we apologize for the experience you had, and we hope to have the chance to make it up to you in the future.

  Customer response

  03/19/2024

   
  Complaint: 21439800
  
  I am rejecting this response because: 

  attached you will see the numbers regarding the alignment of all 4 tires on 3/15/24 that was performed at long ******************* of Muscle Shoals. Per Fords technician the rear alignment had never been touched the was no evidence of any mechanical repair to the alignment. That being said the alignment that was done on 3/7/24 was a front end alignment. As stated by ************************ employee that the left rear end axle was the area that was worked on during the recall. Your technician advised my husband that with the left back tire being out of alignment would cause more than normal wear and tear to the right tire.. causing the blow out on my tire.  My tires have been rotated with every oil change which is every ***** ****** miles. ****************** put me and my family in danger with their lack responsibility by checking the alignment before the vehicle left the shop on 2/8/24.  Not only was I out $1,200 on tires the outcome could have been much worse. Had my husband, whom I may add is experienced and has well known knowledge about tires, not been with me the day this happened I would have might agreed that it was normal wear and tear. Honestly I want this addressed so that no other family has to endure such fear or possible death due to Fords negligence. **** owes my family full reimbursement of the cost of the tires, Ill not add what I feel is the value of my time and life or my childrens

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

  

  Business response

  03/26/2024

  ****************** - we apologize for the back and forth on this matter, but we understand from our Service Manager, *****************, that this situation has been resolved.
  As previously stated, we hate to hear that you did not have a pleasant experience with us initially but we are hopeful that we were able to resolve your concerns to your satisfaction. It was relayed to us that **** had the alignment performed as well as provided reimbursement for the tire that was damaged. Your frustration and concerns for safety are valid and we regret that this is not something we can easily fix for you. However, we hope that you will allow us the opportunity in the future to prove that we are better than this experience. We appreciate you providing feedback as well as the opportunity to resolve your concerns. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our 2020 **** Escape was towed to ******************* on June 9, 2023. It was there until August 5, 2023 for a repair on the transmission. Our car has ****** miles on it and is under warranty. During these 8 weeks, my son was not given a car to drive while he waited an excessively long time for the repair. He had a summer internship and he had to find rides from others as our town doesn't have a good public transportation system. During these 8 weeks, I had to initiate the calls and leave messages for the service consultant 3 or 4 times before they would call me back, sometimes over many days, just to get an update. When we picked the car up on August 5, 2023, my son started to drive it home to **************. One hour into the drive, the transmission broke down again while driving on the freeway, the car just turned off. It was a very dangerous situation. He had to somehow get it over to the side of the road and was stranded there, in the middle of nowhere, for hours. We had the car towed again to ******************* on August 6th, once the towing company could come to get the car. I called and spoke with the service manager and he assured me that we would be top priority. We haven't heard anything from this dealership since August 8, 2023 when I initiated the call to the manager. I have notified **** Customer Care and they can't get a status on the vehicle.

  

  Business response

  09/08/2023

  Hi *******
  
  We are terribly sorry that you have been experiencing these issues with your Escape.  After speaking with our ******************* we are at the mercy of the manufacturer as we wait on parts to arrive.  We can assure you that we will begin repairing the vehicle soon as they do, and will have your son back on the road in his Escape in no time!  We appreciate your patience with us during this process.  If you have any further questions, please feel free to reach out to our Customer Relations Manager, *************************, at ************, or via email at *****************************************

  Customer response

  09/13/2023

   
  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

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 12, 2023, I purchased a 2019 **** Fusion. Somehow someone got inside my personal vehicle parked on **** parking lot. The 2020 **** Fusion key was on my driver's seat with my visors moved from the position. I locked and set the alarm before this happened. I took the key inside and put on ********************* desk and let the two female know it was inside my Escape. According to the manual for the keyless to use the keypad, there is a factory code. The factory code can over ride the personal code. I have texted ********************* about I need the factory code for the **** Fusion and I never got one for the purchase of the vehicle I drove there. The factory code is the only code to reset or remove personal codes. Texting about how the key got inside my vehicle isn't solving anything. Police Report are useless because the police never does anything about it. I want ************************ to find out who and how they got inside my Escape. I want the factory code for both the 2019 **** Fusion and 2015 **** Escape that isn't in the glove box. The one ********************* did was a personal code which I told him to write down for my daughter.

  

  Business response

  05/17/2023

  ********************* - We are terribly sorry you had an unsatisfactory experience with us. We did take the time to review all security camera footage and unfortunately cannot locate any evidence proving that someone entered your Escape or tampered with your belongings. We do have the factory codes for both vehicles on file in our system and would be more than happy to provide you with those. Unfortunately we cannot provide those to you via phone for security reasons, but if you would come by our dealership at your earliest convenience we would be more than happy to authenticate ownership of both vehicles and provide those door codes to you. Again, we're terribly sorry for the frustration this has caused, but we appreciate you allowing us the opportunity to correct it. We look forward to seeing you soon!

  

  Business response

  05/17/2023

  Date Sent: 5/17/2023 3:03:49 PM
  ********************* - We are terribly sorry you had an unsatisfactory experience with us. We did take the time to review all security camera footage and unfortunately cannot locate any evidence proving that someone entered your Escape or tampered with your belongings. We do have the factory codes for both vehicles on file in our system and would be more than happy to provide you with those. Unfortunately we cannot provide those to you via phone for security reasons, but if you would come by our dealership at your earliest convenience we would be more than happy to authenticate ownership of both vehicles and provide those door codes to you. Again, we're terribly sorry for the frustration this has caused, but we appreciate you allowing us the opportunity to correct it. We look forward to seeing you soon!

  Customer response

  05/23/2023

  It was the ************ key (fob/keyless) that was on my driver seat that was to another Fusion. My **** Escape was locked. Camera didn't show anything doesn't mean they don't find out which employee access my Escape.  It had to be one of their employee because it was their Fusion. I didn't get a phone call or email trying to get this solved. I keep getting emails about surveys and they want 5 stars if not contact them. I had to come on BBB to see about how to get the codes for both vehicles.  Them having access to the factory code would be an easy way for them to get inside the Escape. They had the opportunity to correct this many times and the code their employees has access too. Instead of mailing it to me, they want me to drive there for the codes. Apparently emails isn't secure to them when they send emails for surveys. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new ****************************** March the power train was failing, the power steering went out, it wouldnt turn off, or had 7 recalls and a leak.. on March 16 I took it long ******************* they have had it since. I have tired to contact them about an update.. no response. I called **** motor company and they put in a buy back case on April 16th they are saying it is still being looked at when they told me it would only take **** days.. I have due to have a baby and I really need a car but they arent giving me to take of day

  

  Business response

  05/12/2023

  ***************** we are sincerely sorry for the experience that youve had with both ******************* and ******************* We have researched your situation and found that our Service Team did everything in their power to find a resolve for your concerns but were unsuccessful. The next step in the process was to reach out to **** and request an engineers assistance with finding a resolve or to provide evidence to approve a buy-back. While we understand this does not help get your vehicle back sooner, we promise that we were following the procedures put in place by **** for situations such as this.
  
  We would like to thank you, however, for taking the time to speak with our Service Manager, *****************, and we do regret that he was unable to find a quick resolve for you. We also understand that you are in the process of trading the vehicle to another dealership and we wish you the best with your new car and the upcoming addition to your family. If we can ever be of assistance, please do not hesitate to reach out to ** and we will always do our best to assist you. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle over to ******************* with the engine still running the truck was having issues and was burning fuel and they did something to it when I had them run a diagnostic and locked up my engine causing it to no longer work and continued to make me pay for the diagnostic and left me in worse hands than I was in!

  

  Business response

  12/14/2022

  I apologize for the delayed response.
  When ************** came in, the chief complaint was that his vehicle was not running well. He stated that he was able to drive it onto a tow truck, the engine died and was not able to start back. ************** also complained that when the vehicle was running it smelled of raw fuel and that he had replaced injectors and coils.
  ******************* performed a diagnostic that determined the truck had bottom end internal engine failure and would need long block replacement. ******************* did nothing more that tow it in the shop, diagnose and tow back out.
  We have spoken to ************** since this was submitted. Unless additional issues occur, we will consider this resolved.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I scheduled a pickup for a vehicle in the *********,** area in Aug 2021 .It was through RPM which I've used several times before. The brokers I was using kept ******* and bugging me about this pickup. When I arrived at the drop yard it was pouring down raining. The guard was refusing to release the vehicle because I didn't have release email for it. I informed *** several times and threatened to just leave it. They were very eagered for this vehicle to be picked up and begged me to get it. So I went back to guard shack for the 3rd or 4th time. He finally took the vin# and gave me the keys. I ran over, walked around it, got in and drove it back to my trailer to load. It was raining very hard so I didn't have my phone out to take photos as normal. I drove to the **** dealership and as I arrived there were several people out there waiting for me to drive the vehicle off. Which was very strange to me. The guy that was recording , mentioned that the vehicle had been up there for a while and he don't know why this one was not delivered with the rest of them. Then as they inspected the vehicle he mentioned the damage and said **** was gone fix it. They already knew the vehicle was damaged before I picked it up. That's why it didn't arrive with the other vehicles. The guy that did it left it up there instead of delivering it.I got paid for the load. Then a few months afterwards *** calls me and say I need to file a claim for those damages. I said no the guy told me they knew about those damages.I have not damaged anyone's vehicle since I've been doing this. Since then my insurance has went up, they refusing to give me loads now, and they are have sent this to collections. I refuse to pay for something I did not do. The guy at **** said he knew I didn't damage it. So why would Rpm send this to collections under my name.

  

  Business response

  09/30/2022

  ******************* We did not file a claim with your insurance.  We followed protocol and claimed transit damage with ********** Company.  If the damage was present when you picked up the vehicle, it would have been your responsibility to file that claim with Ford.  That is not something we can do on your behalf.  We assume this was not done and therefore ********** Company has filed a claim with your insurance company because they have no information to suggest the damage occurred prior to the transit you carried out.  If you made someone at the ********* holding yard aware of the damage when you picked up, we suggest you ask your insurance company to reach out to them to provide a statement on your behalf.

  Customer response

  10/03/2022

   
  Complaint: 18045253
  
  I am rejecting this response because:
  
  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. ↩