Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/5/24 we purchased a 2020 ******* Continental from City Ford. There was no placard in the window indicating it was "as is". When we signed the contract, the employee did not tell us that it was "as is", only that it had some remaining factory warranty. We did not purchase the extended warranty because it usually isn't worth it. No one said anything about problems, and unfortunately we didn't ask. When we transferred things from our old car to the new one, the salesman opened and closed the trunk. We live 300 miles away, so we spent the night there. At the hotel we noticed a sizeable chunk of paint missing on the trunk lid. The next day was July 4, so we were unable to go back to the dealer to complain, and we needed to get home. On the way my husband noticed vibration in the steering wheel, so we went for an alignment check on July 8. They discovered that the tires were very chewed up from some sort of abuse. We had to get new tires with no recourse to have them replaced under warranty, since the damage was from abuse. That didn't fix the vibration, so we had the Ford dealer here look it over. They said the brake rotors were warped and needed to be replaced. Also, they noticed that the strip of running lights on one headlight were out. All together these repairs are $5000. The dealer won't pay a dime. We called ***************** They were very sympathetic but aren't able to do more than contact the dealer and give us the manager's name. We had already tried to talk with him, to no avail. ******* also says the headlight is not under the manufacturer's warranty. We were sent home to drive 300 miles with unsafe tires and a headlight that wasn't working correctly. The people at the dealer said nothing about problems. Apparently in ******* they don't have to disclose known problems, as they do in other states. However, they are required to have a placard in the window stating that the car is "as is", and they did not. We have not yet repaired the headlight.

  

  Business response

  09/12/2024

  Thank you for your concerns and presenting them from your perspective.  As a reputable dealer with an A+ BBB reputation, we strive to ensure every client is 100% satisfied.  Sometimes we fall short, but it is certainly not due to lack of effort. 

  The client noted that there was no AS-IS placard in the window upon arrival, this is because the vehicle was prepped for delivery prior to their arrival to ensure there time was accommodated as they had a long day of travel.  We do this once a client places a deposit to purchase a vehicle, which expedites the process. However, it is presented to them not once, but twice throughout the purchase process, and even required to sign an acknowledgement form (attached) I must note that every pre-owned car has these identifiers on them that are customer facing, it is included within our marketing process.

  As far as the damage to paint. The vehicle left the lot with no damage to the paint. We looked at the online pics from before purchase and even sent her pics to which she said "you cant see in those pictures but that doesn't mean it wasn't damaged"  She also opted against the exterior paint protection that was presented and chose to purchase the car without coverage. (see attached docs)
  .
  The tires, Mrs. **** spoke with ***************************, while the car has low miles they agreed tires appeared to be well within spec.  ****** has asked for pics of the tires and a report from the company who claimed it needed tires, to which they declined and only wanted us to pay. As noted from the complaint, the tires were not what was needed and did not fix the problem.
  
  ****** offered her several times on the phone for City Ford to send a driver and pick up the car so we could look it over and find what problem's may exist, but she insisted that we just pay for the repairs and would not share any of the information with him.
  

  Customer response

  09/13/2024

   I am rejecting this response because:
  We signed the 2nd page of the As-Is placard, but did that along with multiple other documents. The person presenting it did not make a point to tell us that the car was as-is. The paint damage could not have happened in the hour we had it between leaving the dealership and arriving at the hotel, which was a few miles down the road with no overpasses.  I have pictures of the car taken from the same angle the dealership took them prior to the repairs we had done.  Since the damage was on the flat part of the trunk lid, it is not visible in the pictures.  The salesman made sure he opened and closed the trunk when we transferred our belongings to the new car. Also, the warranty we were offered did not cover damage to the paint.  We have multiple pictures of the tires which I can send to prove the damage to them.  I can get a report from the tire company attesting to that fact.  No one has ever offered to come and get the car to assess the damage, as ****************** claims.  Had they done that, we would gladly have complied.  He was unbending in claiming that the car was sold as-is and they would do nothing for us.  As I stated in our original message, the daytime running lights on the left headlight do not work. This can be documented by the Ford dealer here, who noticed it. Also, they said the brake rotors were warped, and we replaced them. We never contacted City Ford about that because we were in touch with ************* customer service.  At the time we did not realize that they could do nothing to really help us, except to contact the dealer. We were not aware that we could go through the BBB.  That is a safety issue that should have been repaired.  It will cost us $2000 to replace. We asked ******* if it was under the manufacturer's warranty, and they said it was not.  I have talked to the warranty service that we were offered (and we declined). They would not cover any pre-existing condition.
  

  

  Business response

  09/18/2024

  Thank you once again for your feedback, we truly have a desire to ensure our clients are 100 percent satisfied.  Once again, we did request supporting documents and pics throughout the conversations with the client, also in speaking with ***************** reiterated that if the customer had provided, we would have been willing to pick the car up and bring back to our store.  In regards to the AS-IS, they acknowledged the fact there was zero warranty twice in addition to being offered coverage to which they declined. They mentioned the "wobble" they felt was due to tires, then acknowledged it did not repair that issue and in fact needed brake rotors to due warping.  The tires shown in the pics have plenty of tread life (was never sent the spec reading to confirm) and appeared to simply need rotation to even out the wear from the front to the rear.  The headlight "beauty feature" has no bearing on the functionality of the high/low beams and is merely for cosmetic looks.  At this point, had the client sent over the requested information PRIOR to taking to their local mechanic, or even sent over the recommendations prior to paying for them, City Ford would have certainly assisted with the costs associated to the front rotors.  We will not participate in the tire replacement, headlight, or paint touch up and are willing to re-imburse for the only real concern which are the front brake calipers. And we would only cover the cost of the parts, not the labor.  

   

  Thank you!

  Customer response

  09/20/2024

   I am rejecting this response because:
  Attached is a statement from the place where we had the tires checked.  It is a reputable shop that the **** dealership in ******** recommended. The tires had unusual wear for their age, probably due to some sort of abuse. They were not safe to drive that way, especially in a heavy downpour.  Just for the record, the wiper blades were also in need of replacing, which would have made it difficult to drive in a rainstorm, which fortunately did not happen on our way home.  We are not requesting reimbursement for them.  I am not sure who you told that you would send someone to get the car to take it back to your shop.  We certainly never heard it. That is a blatant lie! In fact we offered to bring it back, and you refused to do anything about it.  As far as the paint is concerned, you told us to get 3 estimates to have it repaired and then changed your tune and refused to help. You and ***** did your best to make sure we didn't see it by opening and closing the trunk for us to put our things in. It was not fresh damage, as I am sure the repair shop would attest to. We had owned the car for 1 hour when we noticed it, and did not drive under nor park under anything that could have dropped something on it to cause the damage. As far as the brakes are concerned, the front calipers are not mentioned at all on the receipt, so I am not sure why you offered to pay for them. The warranty we could have purchased would not have covered any of this because it was all preexisting!! We are getting the headlight repaired through the **** warranty.
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** Expedition on November 22, 2023 with an additional interior warranty. After bringing the vehicle home, realized that a panel on the back of the 3rd row seating along with a zipper is broken/ripped. I contacted the dealership to have this replaced and they are flat out refusing my request.

  

  Business response

  03/06/2024

  Thank you for reaching out in regards to your concern relating to the **** Expedition. Mr. and ***************** came into City Ford with intention to test drive and purchase said vehicle.  After the test drive and demonstration of the vehicle, when the ******** came into the showroom to finalize their purchase, they worked with ******************* and *************************** (manager on duty).  The ******** had made ****** aware of the issue regarding the rear seat mechanism cover and that they would like to see it replaced.  Due to the nature of this particular purchase, City Ford was not in a position to cover this expense to meet the request of the customer and it was explained to the ******** that we could not include the cost of replacement at the purchase price but would be happy to price out repairs for them.  The ******** continued on with the purchase of the Expedition knowing of the issue and it was not being repaired by City Ford.  In regards to the purchase of the interior/exterior protection purchase, because the part is physically broken it is not protected by the coverage which is protection against seat rips/tears, stains, and acid rain/bird droppings/sun fade etc.  It does not cover broken components not to mention this was pre-existing and would have been excluded anyways.  ***************** came into the store on 2/14 for a service appointment and worked with *********************** and stated that she was aware of the broken component and was hoping the interior warranty protection would cover the expense.  We as a dealer go above in nearly every instance to achieve 100% satisfaction and support our community every way possible, and would like to help out in any way we can, in this instance we are willing to assist by offering the repairs to the customer at employee cost, but by no means was there ever an instance that we agreed to repair or insinuated it would be covered.

  Customer response

  03/11/2024

   I am rejecting this response because: There was never a discussion about the broken/ripped parts in the back of the 3rd row seating.  We did not realize this until after purchasing the vehicle, so conversation with the Pre-Owned Manager never happened.  If this was agreed upon like he is suggesting, then why would this not be specifically detailed in our purchase contract, or same with the additional purchased warranty?  The warranty should be honored.  This is not an honest manager.

   

  
  

  

  Business response

  03/18/2024

  Once again, the warranty would not cover this particular item in question regardless if it were before or after purchase as it is not broken due to manufacturer defect. As your local dealer who strives in every way possible to provide superior service and below market pricing, we truly go above what most dealers would deem necessary to ensure we deliver a quality product and exceed customer expectations.  Sometimes we fall short, and sometimes expectations are unreasonable.  We do believe this particular concern was addressed throughout the purchase process, however, because we do value our clients and strive to go above and beyond to retain each of our guests we would be willing to split the cost of this particular repair. We understand there are a lot of items discussed and documents signed throughout the car buying process, sometimes items can be an oversight or easily forgotten.  Thank you.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted city ford because they are the closest **** dealership in my area. I contacted them about paint flaking off of my f150. I asked them about possible paint defects from **** causing the paint to just flake off. *********************** told me that his techs said that has never been an issue with **** and that the problem didnt exist. After that I contacted a paint expert, ******, out of Michigan and they looked at my truck and said it is because the paint didnt adhere to the primer properly during production. I brought this expert opinion back to city ford and they told me that they arent an authorized **** body shop and cant do the repairs and suggested that I find a **** authorized body shop to move forward. If city ford isnt authorized for body and paint work then how can they tell me that my paint issues arent a **** defect if they arent qualified? I found a **** authorized body shop that confirmed the paint defects as delamination and quoted me $9k+ to repair. I took the quote and paint defect confirmation back to city ford to initiate a claim with ****. They told me that they cant do a claim and refused to assist me in finding the right representative of **** to contact. They did however offer to increase my debt by selling me a new truck.

  

  Business response

  10/04/2022

  On July 5 2022Mr. ***** sent the following email to ***********************-

  *********************;<**********************> Jul 5, 2022, 9:19 AM
  
  I have a 2015 f150 lariat that has paint flaking off on the cab and bed of the truck. It seems like the paint did not bond correctly. 

  It is way too nice of a truck for the paint to be doing what it is doing.  Is there anything that **** can

  do to remedy this issue and has paint defects been an issue with past customers?

   

  ****** response-

  ***** Shirey <***************************> Jul 5, 2022, 11:34 AM
  
  
  to *****
  
  Mr. *****-
  
  Thank you for reaching out, here is the response our service team has provided regarding your concern-
  
  "At 7 years old, it is not likely that there was a paint application issue that is just now presenting itself. We have not seen

  widespread corrosion/ flaking concerns with the f-150. **** offers a 5 year unlimited mile warranty on "corrosion perforation" for aluminum panels.

  Unfortunately this has likely expired 2+-  years ago being a 2015 model. I would advise taking to a body shop for further inspection and repair. **** would

  not have any coverage for this concern."

  
  Other potential options would be looking at trade in values towards purchasing a different vehicle?
  
  
  Let me know your thoughts.
  
  
  Thanks!

   

  Followed by this reply from ************** the following day-

  *********************;<**********************> Jul 6, 2022, 10:42 AM
  
  to me
  
  Can a f150 crewcab xlt 5.0 get a **** performance supercharger installed and keep factory warranties?

   

  ***** reply to the request from **************-

  ***** Shirey <***************************> Jul 6, 2022, 11:38 AM
  
  to *****
  
  Yes, we can do that.

   

  ************ then responds as follows-

  ***** Tunks <**********************> Jul 7, 2022, 9:44 AM
  
  to me
  
  https://www.classaction.org/media/******-v-****-motor-co.pdf
  
  
  This is the same thing that Im experiencing with my truck. Do you have any contacts from **** hq that I can email? 

  (Also sent a series of pictures after)

   

  Followed up with this email from ************** nearly 30 days later-

  *********************;<**********************> Tue, Aug 9, 5:28 AM
  
  to me
  
  
  I had my paint looked at by a paint specialist and its been confirmed that my paint is defective  (Also attached the estimate from his expert)

   

  The response from ***** is as follows-

  Mr. *****,
  
  We were able to receive your email in regards to your painting concerns this morning.  I would like to advise you that since we do not offer

  body or paint repairs within our facility, we are not equipped or authorized to make or submit claims in regards to this nature on your behalf. 

  You would need to seek out an Authorized **** body repair shop as they would be able to initiate a claim on your behalf.
  
  Best Regards,

  ************** reply to *****'s statement-

  *********************;<**********************> Aug 9, 2022, 11:19 AM
  
  to me
  
  Who is authorized in this area?

  NO response from ***** for 30 days - reason unknown

  ************** sends a follow up see below

  ********************* Fri, Sep 30, 12:19 PM (4 days ago)
  
  to me
  
  Here is an estimate to be submitted with **** for a claim. The estimate was done by an authorized **** body shop

  *****'s response to ************ as follows-

  ***** Shirey <***************************> Sep 30, 2022, 12:39 PM (4 days ago)
  
  to *****, ******, *****
  
  
  Mr. *****,
  
  I am not sure what you would like me to do with this.  We (City Ford) are not an authorized **** Body Repair shop therefore not eligible to submit for **** Warranty Body repair.  As mentioned in prior emails, you would need to seek your most local **** dealer that has an authorized Body Repair shop.
  
  
  Thank you.

  Followed by the next 2 emails from ************** to *****-

  
  ********************* Sep 30, 2022, 1:09 PM (4 days ago)
  
  
  to me
  
  
  
  
  
  
  
  
  Which **** place is eligible? I seeked out a **** authorized body shop like you told me to. The **** authorized body shop told me to take their estimate and give it to you for it to be submitted. What **** dealership can help me? 
  
  On Sep 30, 2022, at 12:40 PM, *********************** <***************************> wrote:
  
  ********************* Oct 3, 2022, 11:35 AM (1 day ago)
  
  to me
  
  Who do I contact that can better assist me?

   

  To summarize, on numerous occasions it was made very apparent to ************** that City Ford was not an authorized repair shop to perform the work he is seeking, nor are we eligible to initiate such claim on his behalf and adivsed him of this on multiple dates.  He then states twice that he had reached out to and met with an authorized repair shop to provide the estimate and advise that it would be warrantable.  I guess my question would be is if he found a authorized shop as directed, why would City Ford have any further input or discretion regarding the matter? 

   

  I hope this brings clarity to the matter and ************** is able to return to the authorized shop that he was able to identify for the estimate presented and they can further assist him regarding his concern.

   

  Thank you!

  Customer response

  10/05/2022

   I am rejecting this response because:
  
  The body shop sent me back to you for the claim to be submitted with their estimate. They told me: Hello *****
  Here is our repair estimate on your F150 for the paint delamination that we see taking place.
  You will need to submit this to **** yourself to whom you were in communications with as we cannot submit on your behalf. Thank you
  
  
  Thanks
  *******************
  ********************
  255 *********.
  Warsaw **. 46582
  ************
  *********************************

   

  if you cant get the claim initiated at your dealership then why cant you tell me exactly who I need to talk to that can instead of sending me on a witch ****?

  

  Business response

  10/07/2022

  If you *********** warranty body shop, you will find the information you are looking for. In order to save ***** f

  rom going on a "wild witch ****" here is the link: https://www.google.com/search?******+warranty+body+shop*****************************************************************************************

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

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had put down a $2500 security deposit on a pick up truck. After further review in the contract that was shipped to me by **** and then checking with my ********************* I found out that the price for the truck and for the state insurance was not that what was quoted to me originally. After I told him I no longer want to take the truck because it was too expensive, due to the fact they put new wheels on the *********** had just received the contract but did not sign anything, they refused to give me my $2500 security deposit back. The reasoning behind why they were not is because they work so hard to get this truck for me, and because I told him this is not what I want, they refused to give me my money back. I have no truck no title no product from this company at all. And the $2500 was supposed to be a security deposit on a **** F150 raptor truck, and then 10 for me to pay them another $2500 for a **** F150 platinum truck with higher miles and newer and because its a newer truck thats the reason why the insurance was not the same. Ive asked for my money back through financial manager and her sales manager and neither one of them will even return my phone calls or text messages anymore it. Ive already filed a complaint with my credit card and told him to flag it because I have yet to ever receive any products from This dealership. I just want my money back and they refusing to give it back because they put new tires on the truck before I even signed the contract.

  

  Business response

  03/22/2022

  ******* inquired about a **** Raptor we had for sale, we had agreed to a deal where he would put a total of $2500 down and finance the rest on the **** Raptor, on Friday February 24th at 3:51pm he submitted a credit app, asked us to submit it to the bank and agreed to put a non refundable $500 deposit down to secure the vehicle and us take it off the lot so no one else could purchase it. On Friday Feb 25th at 10:47am he asked that we run the card for the remaining $2000 balance. On Friday Feb 25th at 153pm he requested that we run his card for the remaining $2000 He requested that we ship the truck to him, we informed him that shipping would be $1,100, and on Tuesday the 25th at 4pm he agreed to pay $500 to secure the shipping if we could cover the rest to which we agreed.    After he submitted a credit app we were and unable to get him approved on the truck that he desired since the income he provided on the credit app was only about half of what we was able to prove to the bank and he agreed for us to attempt to get him approved with $5,000 cash down, we did with no success.
  
  We had been working with both ******* and the bank to get him approved for the next two weeks, on Thursday March 10th at 10:07am we looked at some other truck options for him and he requested that we send to the bank to see if we could get him approved on it. To which we are 100% successful in getting him approved He then called us and expressed concerns about the new tires on the truck that we not aggressive enough for his needs, so we agreed to take the new tires off the truck and put a more aggressive tire on for his off road needs if he paid for them to which he agreed so we ordered the tires at a cost of $1200 to him and put them on his new truck. We were shipping him paperwork with our agreed upon number on them. With the shipping secured he asked how quickly he can get the truck, we let him know once we have paperwork we will let the shipping company know it will be ready for pickup with his new tires on it. Once he got the paperwork and after we incurred all the expenses to get his truck ready for him he refused to sign the papers and said he did not want the truck anymore which is fine, however as stated from the time of his initial $500 deposit it was non refundable as well as with his requested expenses. 

  Customer response

  03/25/2022

   I am rejecting this response because:
  
   I am rejecting this response because:
  Wrong Information, f2 different trucks on the contract. wrong quote and income was used. still have no car or tires, they are now trying to sell the truck for $4000 less that I was quoted with the tires they used my $2500 security deposit for that they never told me was non refundable. 
  
  A report has also been submitted to the Secretary of ************************ of IN. 
  

*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. ↩