Complaints

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vehicle from here in *******.. they dropped the vehicle off 2 weeks after purchase with the check engine light on. I immediately Told them and they picked it up. Claiming it was just oil change. The truck cut off on me in drive multiple times after fropping it back off. they keep it for 2 weeks at a time saying its "the actuator" then the "transducer pressure. They are well aware this truck was for my business and i have not been able to run since buying it. Explaining that to them on recorded conversations did nothing but make them hang up in my face 10 times saying " i should have bought a new truck" "since i have a business should have money for a new truck" "oh well $60k isnt going to get you a truck with no problems " i have been in emotional and financial distress since then. Its a 2016 *** and had 50k miles in it. ALSO THEY LIED ABOUT WARRANTY AT BUYING. They push me off to a different dealership because they couldn't figure out whats wrong. I have finally got another opinion and they have found that its the transmission. They sold me a lemon and do not answer me and have admitted it. This will cost me $10k and i have lost wages due to this truck being sold to me off of a lie. They stated there was not problems and sent me altered picture of car fax . Since ive had it i havent even put 2k miles it

  Business response

  12/02/2022

  Consumer Response /* (3000, 19, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have all documents, texts and recorded calls. Ive reached out many time to the dealership when they stopped answering and made me go to their sister dealership. Who, also stop responding to text . The vehicle would work for 2 weeks and stop. It was something everytime i took it back (4 times in 2 months) when their sister dealership just said they couldn't find the problem and stop trying and replying. The vehicle wasnt brought back to them because, on a recorder line, their sales manager said oh well should have brought a new truck and hungup 8 times after i called back. I finally got in touch with someone who sent me to the same dealer in another city. Who still couldn't figure out the problem Business Response /* (4000, 21, 2022/11/16) */ This is everything I have to make a decision with, on ********* Customer brought her ***** Truck in with a check engine light on. It was written up by ****************** and send to Jeff Smith ***** in Perry for Diagnosis, we are a ford dealer and do not have the proper electronic equipment made by the manufacture to properly diagnose check engine light concerns. They called our dealership stating they had to drive they had driven it 60 miles and the check engine light had came back on. notified me that the Turbo Actuator resistance was less than 3 ohms and needed to be replaced. I approved the $5,960.00 repair and Jeff Smith Ford paid the bill, Ms ********s was furnish a loaner vehicle through the whole process at no charge to her.On April 4th she took it bad to ***** with a check engine light on with a trouble code of PO868 Line pressure low. According to ***** the repair consist of reprogramming the PCM in which was done and vehicle was returned to customer. On ********** the vehicle was brought back to ***** however there are no notes. Could be that the dealership could not look at the vehicle that day> Oo ********** the truck returned we cleared the codes and drove it 100 miles to get the light to reset so that we could determine the problem. We could not duplicate the issue. on ******** the truck returned no check engine light, customer stated the vehicle will shut down between 0-15 mph. we again could not duplicate the issue, but we did do a maintenance of cleaning the throttle body. vehicle has not returned since. My suggestion would be to call the Service Manager at that store and set an appointment to discuss further option. I will apologies for any hang-ups or lack of consideration on anyone's part at the dealerships. I personal have nothing to do with the sales department at either store and will not speak on there behalf, not knowing all the story.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 ************* in June a few days later realized water was getting in the driver headlight. I took the vehicle back to the dealer and they assured me it would be replaced and the light had been ordered. They called me to bring the vehicle back because the light had come in only for them to tell me it could not be replaced because it was not under warranty and they had drilled a whole in my light to allow the water to flow through but did NOT get my permission to do so.

  Business response

  10/10/2022

  Business Response /* (1000, 11, 2022/09/16) */ BBB Case# XXXXXXXX, In response to the complaint of a hole being drilled into the headlamp housing. Ms. ***** purchased a used vehicle at our dealership with all warranty expired with the exception of the powertrain warranty that is extended to 5 years or 60K miles which ever occurs first. We do nor sell used vehicles in new condition the paper work signed is clearly printed as is no warranty. It is common to develop stress cracks in headlight assemblies over time. If the vehicle was still under factory warranty it would be a Ford Motor Company call as too the repair process. We time from time have issues with condensation build-up in the capsules as was the case with Ms. ****** vehicle. A common practice is to drill a small hole in the capsule to let the condensation escape. The hole is not drilled in a position to allow water to enter the capsule but to allow the temperature inside and outside the capsule to remain the same which keep the condensation to a minimum. It is a known fix to the problem in the industry. Ms. ***** has called Ford Motor Company complaining of this issue, which in turned called our dealership. They have been explain the process we have taken as well. Consumer Response /* (3000, 13, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As their response says I have called several times and there was nothing done. I NEVER CONSENTED TO A HOLE BEING DRILLED INTO MY LIGHT regardless of the reason it was done, there for it needs to be replaced. Business Response /* (4000, 17, 2022/09/29) */ The headlamp Capsule had never been ordered in the past. I have made the decision to replace the headlamp. In doing investigations I have note been able to find out any information on who has talked to Ms. ***** in this matter on any level in the service dept. Please ask Ms. ***** to forward information as far as who was involved at the dealership so that I may find a responsible party here at the store. We have Ms. ***** contact information and will be contacting her within a week to have the light replaced.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I customer ordered a vehicle ********* I HAVE WAITED MONTHS! Arrived ********* Told the dealership I was coming on Friday and they sold my custom ordered vehicle to someone else on Thursday! Even had the manager Ryan message me to threaten that if I didn't come down that it was going to be purchased.

  Business response

  08/15/2022

  Business Response /* (1000, 11, 2022/07/08) */ This was a lack of communication on both parties. Customer did order vehicle and as soon as vehicle arrived we reached out to customer to let her know vehicle was here and ready for pickup which was on a Monday. We sent a couple messages to her and she said she would be in a few different times and then stopped answering calls. I made the decision to sell the vehicle to someone else because we didn't here back from customer on that Thursday. We have so many customers that have ordered cars over the past 2 years that back out of the transaction because of the time it takes the manufacture to build them. Ford has changed their ordering process so many times over the past 2 years its hard for us to make the perfect decisions. On June *** 2022 if a customer orders a car and if it takes 8 months to build it and when it gets here and customer backs out the dealership will be penalized . This is the only time in 2 years through the entire pandemic and ordering process that this has happened. We offered to try and find customer exact same vehicle she ordered and offered her to order again through us. Last I heard she went somewhere else to order it. Just a lack of communication. We didn't do anything egregious. We apologize for this entire situation.

*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. ↩