Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 **** Flex was taken into ************* by tow truck for repairs of a water leak thinking it could possibly be the water pump. Made a call to my warranty to see if my car was still covered which I was told yes. Windward Ford was short handed at the time so I was told I could take it to any of the ***** to get it looked at and repaired. This is my only vehicle and I needed it repaired as soon as possible. This was back in June of 2023. I was then notified in November of 2023 that the problem was worst and that my whole engine needed to be replaced and that the warranty has denied to repair my car. Which now leaves me to pay out of my own pocket for a bill over $12,000. My car is still sitting at ************* with me trying to get this situation figured out with me going back and forth between both Locations blaming each other at this point. This is now October of 2024 and I was asked to remove my car or it would be placed on the road. Windward Ford has not been returning my call so I showed up in person to speak to someone and still got the run around and the blame game continued with no resolution. Honolulu **** has been open and honest and very transparent through this ordeal. I need Windward Ford to step up and take responsibility for this. I now own the vehicle and was asked if I wanted to trade in this car and get a new one for a good price. And I said no Thank you

  Business response

  11/11/2024

  Aloha ******* *******,

  In regards to your 2016 **** Flex, we don't have all the details on why your vehicle needs a new engine. Since the vehicle was diagnosed at *************, they should give you the exact diagnosis on their findings

  on why they are recommending to replace an engine. I would advise contacting the Protective Extended Warranty at ************ and asking them why your repair claim at ************* was denied. If you have any further

  questions, you can contact me directly at **************************************

   

  Thank you,

  **** Le

  Service Manager 

  Windward Ford

   

  Customer response

  11/16/2024

   
  Complaint: 22498554
  
  I am rejecting this response because: you **** Le are ******* aware of the condition that my car is in you were an Employee at ************* at the time. I did previously contact the warranty before even bringing my car in for issues. To be going round and round on these problems and getting no where is just crazy to me. I been in contact with ***** ******** and I just want Windward Ford to do to what is right  I'm a costumer who's put my trust in you guys that you will do right thing and get my car fixed

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

  Business response

  12/10/2024

  
  Windward Ford is not the dealership that initiated the repair, nor are we affiliated with the extended warranty company. The customer will need to address their concerns directly with the dealership they chose for service which is Honolulu Ford.
  
  
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vehicle from them. They gave a warranty plus I bought extra coverage through the dealership. **** coverage made it so I could only use them for repairs. The vehicle broke down. The warranty company had them replace the engine. They kept my vehicle for 7 months. Then finally they call and say it's ready and that I have a balance of $2400. The warranty should have covered. So this is a charge that Windward Ford is charging me extra. They never provided me with a written estimate as required by law in the state of Hawaii before any repairs are made. Nor did I ever wave that right. Now they have threatened to park my car off their property and have it towed or they will charge me a storage fee, nevermind the fact that they had my car on their lot for 7 months. This is the threat they made when I refused to pay. And please, let's keep in mind, they failed to provide me with a written estimate as required by LAW PRIOR to making any repairs on my vehicle. I'm pretty sure this is the exact reason this law was put in affect, to keep the mechanics honest. I want my vehicle returned to me immediately. And they will have to figure out how to fix their mistake on their own. I do not owe them any money.

  Customer response

  01/27/2024

  The business reconsidered their stance and waived all the charges they were trying to charge me. My vehicle was returned and repaired. I'm satisfied with this outcome.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my truck off at Windward for for service. They said it was to change the *** on my Truck 2015 **** F-350 King ****** I was waiting for them to reach out to me about when my truck would be finished. I called them to ask what was going on and they said sorry we didnt know how to tell you but your truck fell off of the lift and rolled into another truck causing damages. I said ok I went down to check and there was multiple issues. I asked for Video which **** couldnt provide. I was told my Truck was left up on the lift after hours which is against policy. There estimater came and looked at the Truck and said the back bumper was the only damaged caused but it wasnt. My front bumper and grill was damaged the bed isnt straight. My frame was scrapped the bracket around my gas tank was damaged and other multiple issues that were on my truck that wasnt there when I took it in. I asked for the walk around slip and noticed they circled only to blemishes none of which were the other damaged cause to my truck. Their insurance said they would only fix the back bumper seeing is without video they feel is the only damages that would be caused. I talked to the general manager and he told me my oil pans were changed. I asked why my oil pans were changed and he told me because it was damaged falling off the lift which is totally different from what the maintenance manager told me it was one time use. My truck wasnt even in service for the oil pan. Their insurance doesnt want to make it right and the General manager at **** promised they would fix it which they havent. I dont know what else to do its been months and I just wanted my truck fixed to the condition I took it in. I also got a rental while my Truck was stuck their and once they fix the part that my truck was in service for they told me to pick it up. I asked if the rest was fixed they said no and demanded I come back with The rental or they would call the cops and tow my truck onto the road. Please Help

  Business response

  09/12/2022

  The truck in question is being handled by our insurance company. Any further communication should be between the customer and our insurance company.

  Customer response

  09/13/2022

   
  Complaint: 17795964
  
  I am rejecting this response because: I tried to deal with the insurance but they are claiming only damages they should pay for. They do not want to accept all damages caused in Windward Fords lot. They have the walk around form of damages before the truck was worked on. I know the damages I am claiming were not there before and the walk around paper proves it. Windward Fords insurance is saying they want to pay what they want to not what is necessary for the damages caused by Windward Fords lack of good business habits. The general manager stated he would make sure the job was completely finished and gave me his word. He should be helping me since the general manager truly knows they were the ones who caused the damages. I have brought business to this lot and now I know the terrible things they will do to customers I will let everyone know. I hope Windward Ford will do whats right in helping me get this finished. It has been almost 6 months and this truck I use for work but I have not driven it because of these issues. This whole problem would be over with but they are making it worse.
  
  Sincerely,
  
  ***************************

  Business response

  09/29/2022

  An insurance claim was submitted. This is a matter between the complainant and the insurance company. Thank you

  Customer response

  10/05/2022

   
  Complaint: 17795964
  
  I am rejecting this response because:The ** said he would make sure the insurance would take care of ever damage caused on Fords lot. The insurance is claiming things are being added to the claim but the damages that are recorded by the shop are ones that are not documented on the walk around paper they have on file! The insurance is trying to do the least to not have to pay for all the damages caused. I have spoken to him multiple times and always response with dont worry Ill call them and nothing happens. This is unfair treatment for something a company has caused. This should have been taken care of knowing they caused it. He admitted to damages that happened to the truck that their insurance doesnt want to fix. He even admitted to fixing parts on the truck and throwing away the original parts knowing it would show fault in the incident. The truck is not in the condition I took it in indicated by the walk around they did. They do not have video evidence which shows lack of being a professional business handling million of dollars in assets. The ** needs to stand by his word and have the insurance fix everything wrong with the truck. They are making it seem like it is my fault when the accident happened on their lot. He should be ashamed of the business he is doing knowing a customer is treated this way. I hope he does whats right and gets the job done. He needs to stop putting it off on someone and do whats right.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 4th of August we realized there It was an oil under my car of my Bronco Sport badlands I had bought about a year and a 1/2 ago But didn't know if it was from my Bronco because of it was parked on the street so continued to drive it on the the morning of the 5th.I found oil under my car and knew it was mine. Something told me to open the hood not to start Itand when I did the oil cap Was flipped over inside where it should have went and there was oil all over my engine I had drove my vehicle like this for 2 days moving. I called forward where I bought it and they told me to call for roadside assistanceI called Forward where I bought it and they told me to call for roadside assistanceI waited forever for a tow truck after the 1st one canceled they had to send me a different Is tow truck. I took it to the floor dealer and explained them what happened. I told them that I drove my car that way for 2 days I didn't know how much damage there was and no one would because it was speeding oil all over the place which should have been in the engine. I told them they should be lucky that it didn't catch fire like that some of the other Broncos have or the engine didn't seize up because of the oil loss. After waiting I was sent to enterprise to get a rent a car was told I'd have to pay the difference was given a car that was dirty stained everywhere and stunk. Only to be told Monday morning that they filled my oil we're gonna send my car for the engine to be detailed shop and they were going to give me my car back because There was no damage. I asked them how would they know because you don't know the extent until you drive it for a period of time. And then I felt that I felt no longer safe driving my car because they couldn't tell me what caused itThen they proceed to ask me what I had done if anyone have been under my My engine after I tried to get an oil change appointment July 1st And now the corporate **** filed buy backpaperwork windward ford no longer answers

  Business response

  09/07/2022

  On 08/05/2022 the customer brought her vehicle in for an oil leak. Upon inspection the technician found oil cap off loose in engine bay. There was oil spray in engine compartment. Checked engine oil level and fluid was 1/2 quart low. We topped off the engine oil level added 1/2 quart and verified the oil was at correct level. Verified no other concerns are present. No further concerns found. Detailed engine compartment and vehicle. The repair was completed on 08/12/22. The vehicle was towed from our dealership at the customer's request on 8/25/2022. Customer has been provided a rental during the repair process. Customer then escalated the request and to have her vehicle as a buy back. **** Reacquired Vehicle team has taken over. Rental and repair order was closed out. The customer is awaiting the decision from RAV team. 

  Customer response

  05/11/2023

  ****************** Bought vehicle  back according to the Hawaii lemon law
  

  
  

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