Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2024 **** Explorer from Corning Ford and since then I have had many issues with the car. 1st issue speed solenoid went out and dealership had to pick it up during our Summer vacation. Second issue broken/missing gasket. It was leaking transmission oil. Third issue making rattle tapping noise when driving. Tech was unable to distinguish the noise until I personally test drove it with tech. He mentioned it could be do to age of car. Car has 3000 miles on it. They were suppose too pick up at 9:30 for the 6-7th time since purchased. and as of 12:30 pm PST it has not been picked up yet or provided me with an eta! Every time I call they are annoyed like it this was an issue they don't want to resolve! They don't have any rentals available. I'm paying a $800 payment with a non functional car! I contacted ********** about 1 ago and no resolution has been provided. This needs too get handled ASAP. 

  

  Business response

  11/04/2024

  Customer has been notified of all her concerns. Yes cars speed sensor failed coming out of **** at 900 miles. *********** from **** was going to tow it back to **** but customer did not want that so at Dealerships expense we sent a tow truck 4.5 hours away to pick up. Repair was made the Monday after failure which was 2 days.

  Customers concern for noise was a object that was found in the tire she had run over a bolt which was making a tick sound while driving.

  Customers concern for fluid lead, customers vehicle had a transmission pan gasket failure and was repaired.

  Customer complaint for rattles, tech checked for TSB and SSM none found and then test drove vehicle and could not duplicate concern.

  We have picked up and dropped off vehicle for her each time not to inconvenience her and she does live on country back roads not sure if that's when she is hearing for the rattling but we would love to repair just need to confirm it. Lastly customer is currently in buyback with ****************** last I knew. I empathize with the customer I'm truly sorry she is not happy with vehicle. That's why manufactures offer the warranty but like I said she has submitted for buyback.

  Customer response

  11/04/2024

  I am rejecting this response because: I dont just hear the noise on back roads its everywhere! I had a technician and sales guy come with me and test drove it on Thursday Oct 31st and both were able to hear the problem! Tech told me it may happen with wear and tear. Car millage is at 3500. No wear and tear. Its unacceptable for a brand new car! It was supposed to be picked up today and no pickup was scheduled by **** the service advisor. So now I have to wait till tomorrow for the car to get picked up. Spoke to *** today and she was so understanding. I want **** the service manager to give me a call Asap
  

  

  Business response

  11/15/2024

  Consumer was contacted and tech found 1 issue and was supposed to go on a drive with customer but tech fell ill. **** I guess contacted her and is moving forward with buyback and was told the this case is to be dissolved. 

  Customer response

  11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a **** Bronco with Corning Ford in March of '21. They informed me that they charged a $2500.00 markup on the vehicle because "it's a sought after vehicle." From that point forward I did everything from checking on the status to getting updates by calling. Corning Ford did absolutely nothing to help me or keep me informed. They messed up the order and only fixed it because I questioned it. Once my Bronco finally came into the dealership I went to them with a pre-approval from my credit union. They completely disregarded my pre-approval and lied straight to my face. They told me they ran both options and their credit union matched the interest rate and I wouldn't need proof of income so they went with theirs. In fact, they never contacted my credit union at all. I called and confirmed that. They also didn't match the rate and gave me a higher rate. They did this simply because they were in a hurry and didn't want to spend time on doing the right thing. When I left a bad review they instantly called to see how to fix it and continued lying about the credit application. They offered to pay the difference in the credit. When I explained the entire process and why I was so upset they discontinued conversation and will not answer when I reach out. I simply asked that they; reimburse the extra interest I will pay by being lied to and using their credit at a higher rate.Refund the $2500 markup since they did absolutely nothing besides treat me like garbage Get me a hard top that I should have had, had they not messed up my order in the first place.

  

  Business response

  08/25/2022

   

  Mr and ************** ordered and purchased a New Bronco from us.  They picked up the vehicle, signed contracts and took delivery of the new Bronco and everything was fine.  We then received a one star review on ****** with the customers name the following day.  No description, no problem, just a one star review.  We spoke to the  salesperson who delta with the ***** and he was surprised.  We spoke to the sales manager and finance manager and asked them too if there was an issue that didn't get resolved?  Neither one had any Idea why the ***** would have left us a negative review.  

  We had the salesman reach out to the customer, but the customer would not respond.  The Sales Manager emailed the customer to find out what was wrong, no response.  The Sales manager also sent *************** a Text Message asking her to call him and let him know what was wrong. No response.  We asked the salesman to keep trying and let us know what they find out.  

  Days later he finally got in touch with Mrs.  ***** and she explained that we had "lied to her" in regards to matching her pre approved rate she had from her credit union.   When customers have a rate available to them from a bank we don't normally deal with, we try and better it through one we do business with.  In the ***** deal we initially had a rate that was going to be less than their pre approved amount.  We got to deal with a familiar bank and the customer got a better rate than they expected.  We put the deal into Finance and started doing the paperwork when we realized that the ***** did not live within the geographical range of the bank that we had the better financing with.  We then looked up the rate through the bank they had a pre approval through and matched the posted rate for their term and credit score.  We did not realize that their bank had a special .25% rate reduction if the customer had a certain type of checking account with them.  It was a the bottom of the banks rate sheet in small print and we just missed it.  It was our mistake.  

  When the salesman finally got that info from *************** we apologized and explained what happened.  There was no mal intent.  It was a simple mistake that we could have corrected if *************** had just called us or let us know, one of the many times we tried to contact her.  Since she didn't get back to us and the deal had already been sent to the bank, we couldn't re-do the contract for them (which would have been very easy).  So we calculated the difference of .25%  or $339 over the course of their loan and offered to write them a check.  *************** then told the salesman that "she had to talk to her husband."   That was the last time we herd from here till she sent in a 10 page complaint about every part of her purchase experience from when she ordered it and agreed to pay the $2500 mark up on here Bronco order to the time frame for her order, to the initial sales persons lack of contact (over the course of a year plus), to her ultimate purchase and delivery.   She demanded that we buy her a new hard top for her Bronco, Pay her $2500 and the difference in her .25% rate discrepancy.  

  Honestly we were a little put off by here demands and the fact that she didn't tell us what was bugging here to begin with.  We could have fixed the rate issue with the bank she would have said something initially, while she was here.  Then we offered to pay her the difference and she didn't want that.  

  Since *************** didn't want to let us take care of our mistake and instead wanted to bad mouth us on line and now with the BBB, we decided that there was nothing that we could do at this point to help make her happy.  Really unfortunate.

  Customer response

  08/29/2022

  I am rejecting this response. I am not sure where all this aggression is coming from. I made no such "demands". I simply asked for;

  an apology for the horrific treatment by ******

  Them to own the fact that they messed up my order and make it right

  and also right the wrong they admitted to with the paperwork.

   

  I am not sure why ******* is stating that I did not return any phone calls, emails or texts. I responded to them and spoke with *** multiple times regarding this issue and all the other issues I had throughout the sale. I told *** that ******* had reached out to me and *** said he could relay all the information so I didn't have to. He also said I may want to reach out to ******* as he has final say in the decisions. So after ***'s recommendation I sent an email to ******* to let him know about what had happened and the reasons I felt that way. I even reached out to ******* again via text message to see if he received my email and got no response from him. For ******* to mock my email about it being 10 pages is very saddening to me.

  This aggressive behavior has me confirming everything I thought was happening. If the paperwork was a simple mistake then why won't they take responsibility and fix it? I did reach out in a timely manner and the review I left also had an explanation, it was not blank as ******* states. I am simply looking for them to correct the finance mistake and return the markup fee since there was basically no customer service and now this hostile treatment after I asked about a mistake. At this point I have no trust in this dealership and can not believe anything they are telling me due to the multiple lies left in their last response. I am left wondering why they would treat their customers, who spend a lot of money, so poorly. I would like to resolve this so that we can all move on and never have to deal with each other again as it has been a very sad and disappointing experience for me. 

  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off at Corning Ford on 6/8/2022 due to my transmission stuttering and open recall under 19N08 so they were to replace my transmission under my warranty. I was told I would have a rental car when I dropped my car off; ended up having to not have a car for a week (6/15/22) but my car was in the shop at Corning Ford from June 8th until July 5th when they called me on July 1st to note my car was done. They did an inspection on the car noting everything was good, however, it was not. I ended up feeling like something was vibrating within my car so I had my husband check it out the same day, and my husband could tell something was wrong when it idles. I call Corning Ford on Wednesday morning (next day - 7/6/22) and spoke to my service advisor, ****, and he noted most likely it is a motor mount issue. They noted they are not responsible for covering the costs to fix it and they cannot guarantee they can fix it. I told him it wasnt me who did this to my engine and it was never an issue before. I then call the service manager, **** and explain my situation to him. He also noted he would work with me for the repairs and rental when the last person to touch my engine was Corning Ford. You have to go through my engine to touch the transmission, regardless if Corning only replaced the clutch - but for them to make me pay for it (when money is already extremely tight) is uncalled for. And for the fact that Im not driving my car even though I have it as I dont feel safe driving it with my engine sounding terrible and vibrating to no end is uncalled for and I cannot bring my car into Corning Ford to replace the broken parts until they can provide a rental car so I can get to and from work. Corning Ford should be the individuals covering all costs to replace what was broken after they fixed my car.

  

  Business response

  04/12/2023

  To Whom it May ****************** dir="ltr" style="color: rgb(24, 50, 71); font-size: 13px; font-family: "Helvetica Neue", Helvetica, Arial, sans-serif;">
  

  Regarding ******************* car was towed in and was not able to drive vehicle 2015 **** Focus ****** miles of car. The clutch pack was failing and needed replacing. After replacement and during road test tech noticed slight vibration and advised the Service Consultant that motor mounts may need replacing but that is was very very slight. Customer picked up car and took home within a week she was complaining and wanted the Dealership to pay for repairs and rental car. Now please keep in mind on the ************ we gave the customer a rental vehicle at our expense not hers. So after back and forth conversations with customer with her being combative, it was decided it would be easier to replace motor mounts and advised customer she is no longer welcome at our dealerships due to the demeanor of the customer.

  
  

  *********************
  Service Director
  Corning Ford
  ************

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered truck on 10/28/2021. They said I dont have to put a deposit down on the vehicle! They said they didnt care if I didnt buy it because if I didnt it would give them inventory. They texted me on 4/21/2022 and said it was in. I test drove on 4/22/2022 and said i liked it I would unlock credit the next day to purchase. On 4/23/2022 they said they sold the truck already. It is clear that they used me as a means to get inventory to **** up and sell. I told them I would unlock credit to purchase vehicle the next day and they said ok! But It was sold not 12 hours later to someone else! I believe it was an inside deal. I have supporting text messages from salesperson.

  

  Business response

  05/17/2022

  ****************** ordered a truck in October of 2021 He was contacted by his salesperson ****** on or about 4/21/2022 to let him know his vehicle had arrived.  ***************** showed up to look at the truck on 4/22/22 after test driving the truck ***************** and ****** came into the Dealership to discuss the purchase.   
  The truck had increased in cost since the order so the **** was greater than when ***************** ordered the vehicle, Corning Ford would receive price protection form **** as long as the person that ordered the truck ends up buying it, so that was resolved.   
  ***************** stated that he wanted to pay Farm Tax on the purchase It is our understanding that Farm Tax is not for vehicles to be used as normal passenger cars and trucks.  We told ***************** we would not do farm tax on the purchase.   After that he stated he would never buy a vehicle from Corning Ford and wanted the keys to his trade in.  The Sales Manager (*****************************) returned his trade in keys and verified that ***************** did not want to purchase the vehicle ***************** confirmed he did indeed did not want to purchase the vehicle and left the dealership.  
  The next day the vehicle was sold to another customer that came in for **** not above.
  

  
  

*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. ↩