Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to Olathe Ford with a known issue, Ford is aware and has addressed the faulty motor in years past. We took our vehicle in that is maintained per Ford recommendations and we were advised the issues our vehicle is having is in fact due to the design flaw with the 1.5 liter Ford Ecoboost engine. Ford is not willing to make this right, yet alone work with their customer on pricing should I have to pay even knowing the issue is a failure/ design flaw of their motor. Olathe Ford has the ability to make this right and is choosing not to. There are at least two class action lawsuits pending addressing this problem. I am asking for an amicable solution as Ford knowingly sold vehicles with this problem. Thanks for your assistance.

  Business response

  01/06/2025

  On December 30th, 2024, ***** ******* brought his 2017 Ford Escape with 90,784 miles on it, to Olathe Ford Lincoln, with a stated concern of the engine losing coolant with no visible external leaks.  Olathe Ford’s technicians assessed the vehicle.  A cooling system pressure test was performed, and although the system would not hold pressure, there were no visible external coolant leaks observed. Upon cold startup, we observed white smoke from the tail pipe, consistent with coolant leaking into the combustion chambers of the engine.  An analysis of the electronic engine controls system was performed, and random cylinder misfires occurred.  All four spark plugs were then removed from the engine, and a borescope was used to inspect inside each of the four cylinders.  Signs of coolant intrusion were present in cylinder number three.  Olathe Ford Lincoln recommended replacement of the engine short block and cylinder head gasket.  *** ********* 2017 Ford Escape is equipped with a 1.5L 4-cylinder engine.  On 8/12/2022, Ford Motor Company published a Technical Service Bulletin (22-2322), which addresses the issue we identified with the customer’s Ford Escape.  According to this bulletin, the prescribed repair is to replace the engine short block and head gasket.
  It appears that *** ******* is the third owner of the vehicle.  This vehicle was originally sold in Michigan on 8/3/2016.  The vehicle was warranted against defects in materials and workmanship from the manufacturer (Ford Motor Company) for 3 years or 36,000 miles whichever occurs first.  In addition, the vehicle’s powertrain components were warranted by Ford for a period of 5 years or 60,000 miles, whichever occurs first.  Although Ford Motor Company recognizes the concern with the 1.5L engine, and has published a Technical Service Bulletin on it, there is no warranty extension beyond the original 5 years/ 60,000 mile Powertrain Warranty.  In fact, the bulletin actually states this.  Sometimes, manufacturers will issue Customer Satisfaction Programs to address issues such as these, but at this time, *** ********* Ford Escape is not covered by any such program.
  Understandably, *** ******* was unhappy that his vehicle requires expensive repairs to address a problem which is recognized by the manufacturer (Ford Motor Company), as a known concern. 
  On behalf of *** *******, Olathe Ford Lincoln reached out to Ford Motor Company through normal channels, to request financial assistance with the repairs.  This initial request was denied due to the age and mileage of the vehicle.  Our Service Manager* ***** ********* then reached out to the Office of General Counsel at Ford Motor Company to request assistance.  After reviewing the case, Ford Motor Company still denied the request.  We are sorry that Ford Motor Company is unable to provide financial assistance in this case, but we feel that Olathe Ford Lincoln has gone out of our way to accommodate this customer, and to seek resolution.  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Called on a used RV second week of December. Was sent a PO on it on December 10th, then I placed a $500 deposit on December 12th to hold it. Was given a delivery appointment date of January 13th at 10am, per saleslady's (*** ********) request since they're very busy right now. I called the morning of January 2nd to see about moving delivery date up and was given a complete run around about how someone else is now in line for this RV and I don't really have claim to it. Been prepping for 3 weeks for arrival of RV, spent several thousands of dollars on accessories, storage, insurance, etc for it that I'm now stuck with. Dealer won't tell me yes or no, manager will not call me back, have not received a refund-- but I don't want a refund I want the RV I put a deposit on and have a PO on. Deposit was supposed to remove it from market, but I found them actively advertising it on Facebook 4 days after I sent my deposit. *** ******** has no idea what is going on and won't return calls or texts. The manager ***** ******** will not return calls. I want the RV I was sold or one just like it. They're dishonest and evasive. Something is strange about this deal, they claim I'm now second in line after 3 weeks and that another credit app was entered a day before my deposit was received, but I notified them December 15th I was a cash buyer and not financing. I'm not sure the RV is even sitting on their lot anymore and I think they're trying to dodge me, but they still have my money and have provided no answers on this situation. They've cost me several thousands of dollars on this transaction and I've never even gotten to drive this RV and they seem to have zero concern about it whatsoever. If this whole credit app story was legitimate, they should call that customer and tell him he's out of luck and that I already put a deposit down and it's no longer available. What they're doing makes no sense and isn't ethical.

  Business response

  02/02/2023

  The RV was delivered about 3 weeks ago.

  Customer response

  02/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  ***** ********

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased camper in July of 2021. Had warranty issues occur and opened up warranty ticket October 9, 2021. We delivered camper to them early November to begin warranty work to be done. It wasn’t until March 2022 they diagnosed problem with slideout and ordered parts. Then it wasn’t until June 30th they called and said it was complete. We went up on July 1st to pickup the unit and after looking at it we refused to accept it due to incomplete work, very poor workmanship and new damage caused during reassembly of slideout. The damage required new parts to be ordered from ****** *****. It is now August 15th and still not complete. I’ve reached out to General Manager twice and even questioned about them taking the camper back but he said he’d make us an offer but we wouldn’t like it. They just pass the buck on to ****** *****. In our opinion, this dealership is only interested in selling campers not providing customer service. Furthermore, there are issues with roof they said ****** ***** will not do anything about under warranty. Roof is bubbling.

  Business response

  09/12/2022

  Thank you for allowing us to respond to the ******* claim. I am hopeful that all of their issues have been resolved as of 09/09/2022. They are valid in their complaint about the time it took to get all of the parts and trim for their RV. They did bring it in for a slide out room concern and we did in fact diagnose the problem and ordered the correct parts for the unit.
  
  When replacing the slide out room there was some trim that was damaged during disassembly and had to be ordered from the manufacturer which we did do. The trim did take way longer than we would have liked to see but it in no way hindered the use of the unit. I do completely understand their frustrations and we have asked ****** ***** to extend the warranty on their unit to which they have not yet agreed to do.  I fact, I asked my warranty manager just yesterday to again submit for additional coverage for them.
  
  We have also asked ****** ***** about the roof that has been mentioned and ****** ***** stated it is still in good usable condition. It has been noted in our system in case there are further issues or concerns with it.
  
  The ******* picked up the RV from us on 09/08/2022 and came back in on 09/09/2022 because a wire had come loose to the refrigerator. We took care of that while he waited and I believe that everything is in good working order now.
  
  I/we are very sorry about the issues that they have experienced and are hopeful that their RV will be in good working condition going forward.
  
  Thank you,
  ***** ********
  General Manager
  
  ****** **** ** ****** **** **** ***** ******** ****** ***** ******** *** ***** ********
  
  **********************
  
   

*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. ↩