Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Due to the fact our truck 2019 F350 that we purchased on 11/8/2023 (used) from Friendly Ford- they sold us a programmed truck- which the def fluid was NOT REGENERATING- and come to find out- it had a programmer in it. and the computer stated it was a 2017 model. not a 2019 model. IT was in the shop in ************, ** for 4 months. then another 2 days in ********** MT. While it was in the shop in ************- we were unable to get a loaner vehicle so my husband could pull our camper for work. so we had to rent a vehicle. We are looking for reimbursement of mileage. Friendly Ford new about the programmer. and still sold it to us. It had all the issues due to the Regeneration of def fluid not working.

  Business response

  01/10/2025

  After thoroughly reviewing the complaint and the vehicle's warranty and service history, here is what we found:
  The vehicle was acquired through auction and underwent a comprehensive inspection prior to sale. During this inspection, there were no indications of regeneration issues or aftermarket programming. I have attached the vehicle's warranty history for your review.
  It is important to note that another **** dealer performed a *** update on February 27, 2023, at ****** miles. If there had been any aftermarket programming, this update would have removed it, restoring the system to factory settings. We sold the vehicle shortly thereafter, with ****** miles on the odometer.
  Service History Summary:
  June 2024 (****** miles):
  The vehicle experienced a no-start issue. Another **** dealer diagnosed and resolved issues related to fuel injector leaks and a high-pressure fuel pump malfunction. Following the installation of a new fuel injection pump, standard procedures were performed:
  Resetting and clearing the high-pressure fuel system functions.
  Clearing continuous *** DTCs and resetting emissions monitor data in the ***.
  Later Service (****** miles):
  The vehicle was seen by another dealer for complaints of black smoke.
  The dealer performed the following:
  Cleaned the Mass Air Flow (MAF) sensor and air filter.
  Addressed a communication issue not previously reported.
  Updated the *** and identified a faulty *** Sensor 4.
  Replaced the *** Sensor and MAP Sensor.
  Performed a regeneration (REGEN) of the emissions system, ensuring proper operation.
  August 2024 (****** miles):
  The vehicle was diagnosed with another exhaust issue. The dealer found the DEF injector plugged with soot and replaced it, along with the *** system and *** sensors. No further warranty work has been reported since this repair.
  Conclusion and Analysis:
  Based on the service history, these issues appear to stem from a fuel system failure that caused overfueling, leading to excessive soot buildup. This soot-related damage necessitated multiple visits to resolve.
  We deeply empathize with the customer and regret the time and inconvenience required to address these issues. We understand the frustration this situation has caused. However, I do not see any evidence in the technical comments indicating that a programmer caused these problems, nor do I see how we could have been aware of one during our inspection.
  We are more than happy to discuss this matter further and provide additional clarification if needed. Please feel free to reach out to us directly so we can address any remaining concerns.

   

  **** Yockey 

  Friendly Ford

  
  

  Customer response

  01/22/2025

   
  Complaint: 22763997
  
  I am rejecting this response because: 

  I am trying to add in photos of proof.. the inspection was not done properly on this issue. Pictures of proof.. there was a programmer. The website would not let me upload these last night. The issue is NOT resolved.

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 29th I gave a ****** deposit to hold a car and was told after 3 days the money will be refunded if I dont buy the car. On July 3rd I told the sales manager at the car dealer we dont want the car and to refund the money. As of today, July 12th the money has not been refunded.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2023 **** Explorer. 10/23 car shut off at stop sign, restarted car took directly to dealer told Service man about the problem and told *****************************, also orange wrench came on the dash board.10/25 car wouldn't start, thought it was a bad FOB . Went inside of house came back out car was running, Took to back to dealer, waited several days no results picked up car from dealer. They could not find problem.10/30 All dash light went off, took back to dealer. Problem not resolved 11/2 Have same problem of dashboard shutting off, car not starting. Have pictures of all Idiot dashboard lights coming on. Dealer came up it was the Brain Control Module; they have replaced it 4 times and still not functioning correctly. They have spoken to **** Tech Team, and they are advised to put another BCM in it, as of 11/27 they have not received the part and i still have not got my car back. i do have several documents from prior service they tried to perform.*********************** with **** Motor Company started a buy back program, but i was denied due to the ******** Lemon Law. Her info is ********************** Case # ********-N9K9K6 I bought the car by check, estimate guess is around $52,000 would like a total refund.

  Business response

  12/27/2023

  FRIENDLY FORD HAS FOLLOWED STEP-BY-STEP REPAIR DIRECTION FROM ****************** FROM START TO FINISH. THE CUSTOMERS VEHCLE HAS BEEN REPAIRED AND RELEASED BACK TO CUSTOMER. FROM MY UNDERSTANDING ****************** DENIED HIS REQUEST FOR BUY BACK BECAUSE HE PURCHASED VEHICLE USED HOWEVER THAT EXACT INFO WOULD NEED TO BE DISCUSSED WITH ****************** AS FRIENDLY FORD DOES NOT HAVE ANY SAY IN THAT PROCESS.  

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brought my truck in to their body shops for repairs and between my decutible and the insurance payment spent ******* and found the rear bumper that was replaced had marks all over it and then found the lower bumber assembly was loose and found one bolt missing and the other one broken off. I had to fix that myself for fear it would fall off. I also began having problems with my collision assist which they replaced and found that I believe one of the sensors fell out. I would like to have all theses problems fixed correctly and seeing i had to pay ****** out of my own pocket which was my deductible.

*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. ↩