Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2016 f150 with about ******* miles listed for 22k brought my trade in and they took it down to 19.6k then it went up to ****** when the paperwork was completed, told me I had to have the 8,000$ extended warranty for the bank to approve loan. Fast forward one week of owning it both turbos went out, fixed no problem they are now getting done again and the cam phasers are bad also, truck makes ***** noises and runs horrible extended warranty wont cover anything else Im at a loss now paying out of pocket money I dont have to fix a vehicle that was made out to be in good running and drive order.

  Business response

  05/28/2024

  We are working to resolve the ******************** concerns.  We paid for the first repair that was needed and now are addressing the cam phasers issue, all at no cost to him.  We have put him in a loaner so our team can properly diagnose and identify the issue and we will pay for the repairs.   We are committed to making sure the vehicle runs properly and will work with warranty on coverage.  There will be no out of pocket expense for him at this time.  

  Customer response

  06/26/2024

  the 2016 **** f-150 i purchased December 27,2023 has been non stop having internal/ external mechanical problems since one week of owning it. three days after buying it both turbos went out and were replaced by dealer no problem. got vehicle back and three to four weeks later they both went out again and two more times after that i have paperwork documenting repairs by the local **** dealer and as well as smart Toyota fixing it through my extended warranty, NO out of pocket for repairs. everything was going good and boom engine started making clattering noise and ticking on cold start as well as a studder at idle, poor fuel milage, all in all acting up i took it to the local **** dealer **** of ********* on April.5th 2024 for as stated problems inspection was done and determined that turbos and cam phasers were bad and needed replaced. turbos were replaced under warranty no problem but they told me they didn't want to cover the cams/ cam phasers so i took it back to smart Toyota and they also agreed it needed cams/phasers i left it with them to be fixed on 05/25/2024 and just picked it back up today 06/25/2024 with the same problems i dropped it off with clattering and studder. the service paperwork says they replaced turbo hose, sway bar link, hose ASSY, spark plug, oil filter and a timing cover kit. no cams or phasers. I'm complaining because i traded a reliable vehicle in on this one and have had nothing but a unreliable vehicle in return that's always broken and or a problem. these are not the only problems that I've experienced either such as a shake and clunk leaving a stock sign and while driving down the road at ***** mph they never did fix that or have not looked into it as it is still doing this. at this point i have had it with going back and fourth to have it "fixed" for me to pick it back up and have the same issues repeatedly happen or not be resolved and I'm looking to hopefully find a resolution to this problem by either them buying it back.

  Business response

  07/02/2024

  This is a Used Vehicle.  It does not qualify for a buy back, as there can be mechanical issues at times on used vehicles.  Considering this, we are committed to getting this vehicle to run properly for ***************.   We also offered to trade *************** out of the vehicle, giving him a trade value equal to the same amount he paid for the vehicle, which is significantly more than than the actual cash value.   Because he had negative equity he carried over in his previous deal, he still has a high payoff, which made the payment not reasonable for *************** on a newer vehicle, which we understand.  This is why we asked for the vehicle back, so that we can make sure it is working properly.   We understand the frustration this has caused, and we are very sorry for that.  Each time we have had it in repair, we have provided *************** with a complimentary rental, so he is not without a vehicle in hopes that we can limit some of the inconvenience this has caused.  We will do whatever it takes to make sure the vehicle is running properly.     

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