Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took possession of a new Ford Expedition on July 29 th,2024. The vehicle was delivered to my residence, upon completion of this transaction, I was given only 4 documents for my records.My wife and I signed somewhere between 10 to 14 , no sure exactly, I don’t have copies.The salesman stated he would return to dealer and provide me with the remaining missing documents.He never did follow up. On Friday of that week the sales manager had him return to show me how the technology works, upon asking him where are my copies, he grumbled, it’s the finance Gus job, to this date nothing. The vehicle is missing the owners manual, no documentation for tires, no warranty information on window tint as well, all these items were on the sales contract, and we paid for them,or all the necessary papers needed to navigate ownership. During his visit we needed information how to program the door locks, he couldn’t do that , no code, there is a missing card. The glove box was unlocked thankfully, however ,no key, that’s missing as well. This is a very disturbing issue, with no response from dealership , followed up with a phone call to ford customer service, last week, no response to date as well. We were asked to pay $499.00 for documentation fee, which we did, but it appears that was an standard add on money making item, I feel this amount also needs to be returned to us, as clearly they failed to provide that service. I am reaching out to the BBB to help me get their attention to do the right thing.This dealership has a good reputation, that is why choose to do business with them. As an experienced EEOC Commissioner in another state working to adjudicate consumer/ Business disputes, I am comfortable navigating Thur the arena of state agencies to reach a solution, which I feel is unnecessary at this point. I sincerely thank you for providing me this opportunity to resolve this matter. Respectfully William Zawadzki

  Business response

  08/26/2024

  customer was offered and accepted home delivery of pre-owned 2024 Ford expedition on July 29, 2024. 2024 Ford expeditions no longer come with owner's manuals, the owner's information is digital and is accessible from the touch screen in the vehicle. the transaction was a cash transaction which only required only 6 documents to be signed by the customer and 4 of those documents have customer copies and those copies were given to the customer. a photo copy of all six documents will be forwarded to the customer mailing address. the sales associate was sent back to the customers residence to go over the technology features a second time to ensure customer satisfaction. the door code combination can only be retrieved when the vehicle is at the dealership and connected to the ford system. documentation fee is on every retail transaction and cannot be deleted or refunded. offer to resolve customer satisfaction issues are as follows. 

  1 one free oil change and tire rotation at the dealership to be scheduled at the customers convenience

  2 scan and retrieve door code at the dealership to be scheduled at the customers convenience

  3 copies of all 6 documents customer signed to be forwarded to customers mailing address 

  Business response

  08/27/2024

  1 we have solved the paperwork issue (mailed copy's of all signed documents)

  2 offered to pull the door code for free if customer will come to the dealership 

  3 offered free maintenance visit for the inconvenience. 

  this is the entirety of our offer to resolve the customers issues. it is our opinion that we went above and beyond normal customer service to deliver the vehicle to the customers residence for inspection and test drive, return to customers residence to deliver the vehicle with the paperwork and return a third time to go over the technology features of the vehicle again. 

  Customer response

  09/03/2024

  There has been no sincere attempt to correct the issues stated in the statement sent to BBB. Missing documentation for add on items.Although titled used, vehicle was marked as new , and only used 12 hours. The missing items are still missing,the manner of follow up has been condescending, this is how they conduct there business.

   

   

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb21, 2022, I took my 2014 Dodge charger for a ticking noise in engine compartment - Ford found that the left camshaft / lifter/ tappets failed and they needed to remove and replace. they stated they removed and replaced left camshaft / lifter tappet assemblies, RE-INSTALLED all related components, top off fluid levels, and re-tested vehicle - all ok after repairs. they charged $2343.99. car was ready on 3/7/22, the following day I noticed the car was leaking engine oil, so I took the car back and they said that was due to an OLD oil filter housing unit. but they stated that they never moved the housing unit at all that it was damaged on its own after I argued with them about it, they said to me that they would replace the oil filter cooling gaskets - because it was a common wear and tear but it would cost me an additional $1,000 or for me to buy the parts and pay $300 for labor to them. I told them no so I have been struggling to fix it on my own - going to search for the special tool needed to open the oil filter cap because they left it totally sealed and unable to open - after a week of having my car leak - finally was able to get tool and open oil filter cap and the reason it was sealed was because they left the old o-ring and just added the a new o-ring on top of the old. I am appalled at what they did and that neither the mechanic or the company took any responsibility and charged me $2000 dlls for a job so poorly done, and they never apologized or offered any help with additional charges

  Business response

  07/27/2023

  I was not aware of this situation until Today 7-27-2023 i would like to have the customer contact me to resolve the issue to his satisfaction. please email me at ************************ also have any future BBB correspondence sent to the same address. 

*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. ↩