Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a pre-owned certified 2021 **** ******** ** - with DVD option in 12/30/2023 while trying to turn on the DVD with my son we found out that the previous owners DVD was stuck and the touch screen didn't work , after using tweezer assuming it just stuck , i put my DVD in and also got stuck , at this time i contacted the service manger Micheal S******* VIA phone , email and text advising at the end of FeB , beginning of March that the DVD player didn't work , ( they never checked it when they did there inspection of the car prior to selling it , i brought it in so they could pull out MY DVD at this time i asked to have it replaced since the car is under warranty still when i spoke with Scott F****** , he said he needed to speak with the GM and would get back to me , he never did , i again contacted the service manager expressing my concerns and not very good customer service , he then said he would do what's right for the custom ( which i took as they would order anew DVD , so i scheduled another appt and met with Greg T******* and he advised me that it was never ordered and i said that's unacceptable please see to Mike and the GM to have ordered ASAP , after 2 weeks and not updates Greg T******* tells me that the GM declined this request , i am asking for your help in getting this FIXED ASAP , it is the summer time and i have 4 kids that love to watch movies on road trips i will be going to with the owner Dominic F********* this is absobulyy one of the most horrible custom experiences i have ever had as you can see the pervious owner purchased the DVD option on the window sticker

  Business response

  07/01/2024

  Hello,

  I, Dominic F*********, the President and CEO of Stamford Ford have spoken to Mr. **** ****** directly regarding his experience and poor customer service.

  We have ordered a new DVD headrest assembly at no charge which arrived last week.

  Mr. ****** has been in touch with my Executive Assistant Monika ###-###-#### regarding an appointment, and he is scheduled to come in Tuesday 7/8.

  Monika offered pick up and delivery with and without loaner, but customer chose to drop it off and use shuttle to work since its not a long service.

  We are taking care of this for Mr. ****** and hoping to make it right.

  Should you have any questions please call me directly at ************* or email me at ************************.

   

  Sincerely

   

  Dominic F*********

  President & CEO

  Customer response

  07/09/2024

  Repairs have been made and a new DVD player has been installed 

  The owner was very understanding and delivered fabulous customer service 

  Thank you for your service Dominick 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a work van June 15, 2022. Come January, the van started giving me issues with transmission slipping. On Jan. 26th, I had my vehicle dropped off to the dealership. The van was driven in mud but there was no hard driving to cause any issue with the transmission due to the mud. But because I had mentioned the mud, the dealership denied the warranty without inspecting the vehicle. Without confirming that there was any real connection between the van being driven in mud and the transmission issue they denied the warranty claim. All they say is they can not cover it using the warranty due to vehicle being in mud but no confirmation was made that that is the actual cause. Within 6 months of purchasing the vehicle (mileage also under threshold) my transmission isn't working properly and they are telling me it won't be covered. They are quoting me at $8,100 to fix the transmission (without any real diagnosis) and not trying to help resolve in any way. We contacted **** corporate to review this and they were not communicating with corporate after weeks of trying and they turned around and told corporate that since it was "stuck" in mud they refuse to cover the problem with the van. I want the warranty honored. I have a business and my other work van is over 250,000 miles and once I buy a **** within 6 months, i'm experiencing issues with no helpful resolve despite warranty being valid. I want this resolved.

  Business response

  04/20/2023

  To whom it may concern,

  In reference to the above complaint case number, ******. We have contacted **** Motor Company on the customer’s behalf and **** agreed to cover the repair under warranty so there will be no cost to the customer.
  If you have any questions please feel free to reach out to us anytime.

   

  Sincerely,
  

  
  Dominic F*********
  President & CEO
  ******** **** ******* ***** ********
  
  

  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/01/2021 I purchased an *** ***** Protection Plan from Stamford Ford Dealership for my Lincoln ******* for $1,987 when I purchased the SUV. The main purpose for the protection was for acorn dents from the trees on my property. In addition, there were minor nicks on SUV when we purchased the vehicle, that were supposedly be covered by this policy. Since the purchase I have tried (called and stopped by) numerous auto body shops in the area and no one would take on the work with the Protection Plan I brought them. I went to the Dealership and they told me to go to ** *** **** in ******** *** I went there and they said the Protection Plan would not cover what I needed done. On 08/23/2022, my wife, **** **** sent email to the Ford executive assistant, Monika Lawecka. I have attached the email thread for your reference and review. In this email thread, Dominic F*********, the Ford Stamford Owner, offers a full refund if we were dissatisfied with the policy (highlighted in yellow). Since then I have not heard back and have not received refund. I then filed a complaint with Ford Corporate Headquarters (Case #***********) with Terry at ###-###-####. Thanks for your time. *** *** ###-###-####

  Business response

  12/05/2022

  To whom it may concern,

   

  Mr. ***'s requst to cancel the Protection Plan was handled as requested.

  Mr. *** financed a vehicle and check was sent to the bank that he financed through.

  The check was cleared. Please see attached proof.

   

  Please contact me with any questions.

   

  Thank you,

   

  Dominic F*********

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

  Customer response

  12/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Sorry, I did not even know they refunded me any amount.  They never notified me.

  However, the Protection Plan (per attached file) was $1,987.00 and i was only refunded $1416.86.

  
  Sincerely,
  
  *** ***

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a national recall on all 2014 **** ***** cars for a fault in the transmission control module. The company has a national back order on this part telling me they have had other customers cars in their lot for over a year. Ford has offered no rental, no date of repair, and have offered no help to customers who have purchased this car. This is a fault of the company and has produced a safety hazard. However, when I ask Stamford Ford what I should do, they told me you could try to drive it while you wait for a part. When I asked them to buy the car at full price they offered me 50% value because of the damage that the company produced.

  Business response

  09/22/2022

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

   

  I am very sorry for the hardship that Ford Motor Company has put on you by not being able to produce the part to fix your vehicle.

  I have spoken to you a couple of times and expressed our frustration as well as yours with this unfortunate supply chain issue.

  I do understand your situation and wish I could do more.

  I believe your complaint is missguided with contacting the BBB about Stamford Ford Lincoln when it should be directed to Ford Motor Company.

  If there is anything else more I could do  or if you wish to discuss anything further please contact me directly.

   

  Kind Regards,

   

  Dominic F*********

  ************ 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a service appointment for Tuesday August 2nd at 8am about two weeks in advance. I brought the truck in for service at about 7:30am. I called numerous times throughout the day for an update and they did not pick up the phone and when I texted they did not text back. When I eventually got someone on the phone they said they were backed up and will try to look at the truck. It is now Sunday August 7th and they have not even looked at my vehicle and still rarely pick up the phone or give me any kind of update. When I made the service appointment for my vehicle I expected them to look at it that day, not have it sit on their lot for almost a week now. I use the truck for work and to transport my family in, so not having it is having a very negative impact on my life. They offered to let me take the truck back without them fixing it but I am not sure if it is safe to drive and I don't want to to start this process all over again. The truck currently has a warranty through them.

  Business response

  11/29/2022

  To whom it may concern,

   

  **** ******* had an appointment on August 2nd. Unfortunately, we were unable to perform the service due to a back up in the shop.

  **** ******* took his vehicle back, we have emailed him to offer a pick up and delivery with a loaner while we service his vehicle.

  If you need any more information, please let us know.

   

  Thank you,

   

  Dominice F********* 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m trying to buy my vehicle outright from ford finance but the only way to do so is through the dealer. My lease buy out contract price is $42,573.60 plus sales tax, DMV fees and their dealer conveyance fee of $549.00 which states in their contract that it’s negotiable. They said it wasn’t and I complied. They added $500.00 to the purchase price and said they were allowed to do so. Not by me and if Ford allows you to do so, then they can pay it, I explained. I again referred to the contract and what I was legally obligated to pay and what Ford finance said I was responsible for and they told me to go someplace else. I called Ford customer service and they agreed with me that all I was obligated to pay was what I mentioned above. All I want them to do, is honor the contract. I don’t need an apology or anything else from them other than their compliance to process the sale of the vehicle that I leased from them in good faith. May I add that I purchased another vehicle from this dealer and paid two $549.00 dealer conveyance fees the first time around. I believe that this is simply greed and they are in violation of the contract.

  Business response

  11/29/2022

  To whom it may concern,

   

  We would like to address some of the claims in Mr. ******** complaint.

  His lease buyout price was in his original lease contract which includes a $500 dealer markup.

  The conveyence fee of $549 is posted in our showroom and is negotiable by $25 less if customer wishes to do all DMV registrations themselves.

  Any other information, please let us know.

   

  Thank you,

   

  Dominic F*********

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -12/28/21- Dropped my vehicle off for diagnosis. I told Stamford Ford that when I reverse, turn my wheel & brake, I hear a "clunking" type noise. Stamford Ford diagnosed my vehicle & stated I would need 2 new lower control arms to fix the "clunking" noise. They said they would need to order the parts, but since it would take a few days, I could pick up my vehicle & drive it in the mean time. -Mid March 2022- Never received a phone call from Stamford Ford between 12/28/21 until now (Mid March, 2022). I was asked why I never came. To which I responded, I was never called & told my parts were in... -3/13/22- Dropped my vehicle off. -3/15/22- Picked my vehicle up. (approx. $1,000 fix later; parts and labor) -4/2/22- emailed my Service Advisor, Scott Ferrara & the Service Manager, Eric Munnilal, advising them that my car was not fixed, & I was still hearing this "clunking" noise while reversing, turning and braking. I was told that when I come in next, to have a Technician take a ride with me. I responded to the email, advising that unless they had a loaner available for me, or that they could diagnosis my vehicle again, but within a day, than I would not beable to come in right away, because I need my vehicle & I cannot leave my vehicle with them for another couple days just for diagnosis. No response to my followup email. -5/18/22- I emailed my service advisor, Scott & the Service Manager, Eric, again, but this time, requesting an oil change & a new diagnosis. NO RESPONSE from anyone. -5/27/22 at 9:15am- I called Stamford Ford. No one answered the service dept phone. I left a voicemail asking for an oil change & a diagnosis. NO RESPONSE from anyone. -6/3/22 at 12:42pm- I called Stamford Ford. No answer again. I left a voicemail for diagnosis. No oil change, as I had to go somewhere else. NO RESPONSE from anyone. -6/29/22 at ~10am- I called Ford Corporate Cust. Service. They called Stamford Ford, left a message on my behalf. NO RESPONSE!!!!

  Business response

  11/29/2022

  To whom it may concern,

   

  With all due respect to **** ********** claim of his vehicle not being repaired, our Master Certified Techs have road tested the vehicle with him and could not duplicate any of his concerns and no problem was found.

   

  Please let me know if you need anything else.

   

  Thank you,

   

  Dominic F*********

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 2015 **** ******* has two open safety recalls. I called Ford to make an appointment to have these recalls repaired and dropped off the car on March 23rd 2022. They stated the repairs would take 1-2 days. It is now April 6th, 2022 and despite leaving numerous voicemails I have not received any return phone calls and have been without a car for several weeks.

  Business response

  09/22/2022

  Hello Mr. *******,

   

  We have researched your complaint  and our system shows that we took your vehicle on March 23, 2022 and recalls were performed the same day.

  Please see attached document which is from Ford Motor Company warranty database system.

  We are sorry for any inconvenience with the communication.

  Please feel free to contact me directly if there is anything I can do for you.

   

  Kind Regards,

   

  Dominic F*********

  ###-###-#### 

*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. ↩