Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Tri County Ford on 3/12/24 have had SUV back several times, still not fixed. Please see uploaded documents.

  

  Business response

  07/30/2024

  Our Service Director, **** ******, reached out to *** ******* directly after we received his complaint.  We have one of our best technicians working diligently with Ford Motor Company engineers trying to fix the issue that *** ******* is having with his fuel mileage system.  We will continue to work with Ford engineers until we are able to resolve the concern.  *** ******* told Rick that he was happy with our efforts to this point.  We will update the status moving forward.

  **** *****

  President

  Tri-County Ford

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son ***** ********) and I purchased 2020 F150 w/ 29k miles from this dealership less than a year ago. Already been back to their service dept. twice for overheating and now oil pan leaking. A plastic oil pan by the way. Service manager stated since we are 2k miles out of warranty we would have to pay for it. He stated he "can't" do anything to help out with the oil pan. Keep in mind that there have been numerous problems with this generation of F150. Also, new generation of F150 no longer uses that oil pan due to how problematic they've been. Kept truck for 9 days with no updates or explanation as to what was taking so long. Had to get a rental car. Very poor communication. Poor service. Side note, we also own a 2010 F150 w/ 195k miles. No leaks. No issues other than typical maintenance. Service tech admitted that F150's not what they used to be. Good to know. No need for management to respond to this review as you have already given me a 1-800 number to voice my dissatisfaction since you chose not to go to bat for me. Remember, can't means won't. Service manager will only recite warranty info and Transportation Safety Dept. guidelines. Service dept/manager WILL NOT do the right thing. Ford has not and will not do the right thing either. $2400 for oil pan, oil change and tire rotation! Unreal. Dealership/Service should have done the right thing by covering the labor + materials for all that applied to that faulty oil pan.

  

  Business response

  06/27/2024

  The customer dropped off their vehicle on 6/12/2024 for diagnostic. We confirmed the plastic oil pan was leaking and engineering was made aware. Once diagnosed, we called the customer with recommended repairs and cost and were given approval from the customer, with no hesitation at that time.  Ford has not issued a formal to address the oil pan leaking issue that the customer had. It is only covered under base warranty, which is 3 years/36k miles, or powertrain warranty, which is 5 years/60k miles, whichever comes first.  We explained to the customer that the powertrain warranty has expired by exceeding the 60,000 mileage threshold and if Ford was to issue a recall, we can provide a reimbursement in the future. We passed along Ford Motor Company's Customer Service phone number to contact if the customer would like to attempt to pursue any additional financial assistance that Ford may provide. The customer said he would not like to take the opportunity to contact the Ford Customer Service department as he felt Tri-County Ford should be responsible.  Ford will not allow us as the dealer to initiate this conversation with Ford Customer Service.  Ford requires that the customer does so themselves and then they will call us for details of the repair. Tri-County Ford did give the customer a 10% discount due to communication issues. Unfortunately Tri-County Ford will not be able to satisfy the customer's request to reimburse the amount he paid for the repair.  However, we would encourage him to take the opportunity to contact Ford Motor Company so his concern is documented and see if they are able to assist at all on their end.

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  A 10% discount at the dealership service department level is quite frankly a slap in the face. This is nothing more than a nuisance fee for them. We were forced to rent a car as the dealership had the vehicle from the 12th until the 21st. We were told the repairs would be completed within 2-3 days so we planned for that. When working out of town, the extended period of time to keep the vehicle was a tremendous hardship and expense. 

  So, since we aren't going to get anywhere on your Built Ford Tough plastic oil pan and really poor customer service, let's simply focus on ONE thing Tri-County should be held responsible for. No way of side stepping this or passing the buck on. The extra time beyond the initial communication with the dealership on when it would be ready for pick up. They kept the vehicle an additional 6 days and we incurred additional cost associated with a rental car. 

  The 10% discount the dealership so graciously gave, amounted to approximately $200. Six days of a last minute rental car far exceeded that. 

  Due to absolutely no fault of ours, a well documented faulty plastic oil pan and additional time the vehicle was at the service department leaving us with no transportation for our of town work, we are out of pocket over $3000 and the dealership offers nothing more than the $200 given at checkout!? 

  I request a minimum of $500 payment from Tri-County to help absorb the cost of a rental. They can credit the original form of payment or render a check. I will not accept 'credits' or 'discounts' for future service or maintenance work.

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

  

  Business response

  07/30/2024

  Although we were unable to complete the needed repairs to the vehicle due to a parts delay on Ford Motor Company's end, we are willing to honor the request of a $500.00 credit back to the original credit card to help absorb the cost of the rental.  I agree that we should have done a better job communicating the delayed timeline.  I will ask that Noah please call in and speak with **** ******, Service Director, with the original full card details in order to do so.  He can be reached at ************* **** *****  We do apologize for the lapse in communication.

  **** *****

  President

  Tri-County Ford

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a new 2023 Ford Explorer on 11/4/2023 and included an extended warranty for $2600.14 dollars. My vehicle was involved in a crash on 3/5/2024 and was totaled out. I called the Dealership on 3/22/2024 and left a message with **** and received no response. On 3/27/2024 I called the Dealership and left a message with **** no response. On 4/1/2024 I contacted the Dealership and spoke to **** ******** and he instructed me to send him the total loss evaluation form my insurance company. I sent him the documents on 4/1/2024 and followed up with him on 4/6/24 and received no response.

  

  Business response

  04/22/2024

  As soon as we received the complaint from the customer, **** *******, our Director of Variable Operations, tried to reach him via phone.  We informed him via voicemail and email that we sent a him a check for his warranty cancellation via overnight delivery.  Todd had generated a request for the customer to be sent a check originally on 4/1 but it had gotten stuck in between some paperwork in our Office Manager's inbox.  We apologize for the delay and the issue should now be resolved.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Car didn't come with car jack, nore did it come with an inflator kit, and they are excusing me of using or getting it stolen for the reason why I don't have one in my car but I contacted them through their **** ford, location, and after months of no answer contacted then at Tri County ford, to get it corrected after I had got a flat tire a day before and that's how I found out I didn't have the required tire inflator kit, or tire jack.

  

  Business response

  12/06/2023

  We contacted *** ********* shortly after the original complaint was received.  We informed him that Ford did not offer a jack on the vehicle that he purchased even when it was brand new. We ended up agreeing to provide him with an inflator kit and sealer.  He picked it up from our sister store, **** Ford, since he lives closer to that location.

  Our understanding is that *** ********* was happy with the resolution.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered into a factory X-plan order agreement for a 2022 Ford ******** ****** with Tri-County Ford, paid $500 "good faith deposit" 9-12-21. Dealer delivered similarly equipped orders to other customers with orders placed after mine. The dealer urged me in June 2022 to change my order or buy a similarly equipped model from dealer with a significant additional "market adjustment", essentially asking for a bribe after the terms of sale had been established and a "good faith" deposit had been accepted by the dealer. I explained that I had been patiently waiting for nearly a year, and would like the dealer to honor the order. I was amenable to changing constrained equipment, and some equipment was apparently removed from my order by the dealer. When it became apparent that the dealer was ordering and delivering other vehicles with the equipment specified on my original order, I asked if the general manager of the dealership could either order a hybrid 2022 Ford Maverick with ANY equipment or return my deposit. **** ****** indicated to me that he had accomplished this, and my order with Ford was intact. After noticing many other people taking deliveries of similar vehicles ordered after mine, I called Ford Motor Company and was told that "the dealer had lied to me". Ford indicated that the dealer had canceled my order arbitrarily and deliberately misled me in hopes that I would pay additional money for the same vehicle I had ordered, or wait and order a similarly equipped 2023 Ford Maverick at a higher price. Ford Motor also informed me that Ford provides price protection to any unfulfilled orders, but the dealer canceled that offer as well. I wrote **** ***** and **** ***** of Tri-County Ford on August 23 and copied the BBB, requesting a 2022 Ford Maverick or a return of my "good faith" deposit. I have not received a reply from the dealer. I would like my deposit returned and liquidated damages for 2023 price protection.

  

  Business response

  09/16/2022

  I spoke on the phone with Mr. ******** this morning.  We have placed an order for a 2023 Maverick in the order bank that just opened up today.  I assured Mr. ******** that he has the highest priority for his order that we can assign it.  I also let him know that we will make sure that he receives the $2,750 special offer for reordering a 2023.

  Mr. ******** told me that he is satisfied with this resolution.

   

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2011 Ford Explorer VIN ***************** from a dealership in Sept 2015 with about 56K miles. At 81K miles the coolant leaked into the internal engine area thus causing the engine to falter and ultimately die. I took my car to Tri County Ford to repair the engine which cost $6,544. I was told, "assured" by ****, the Service Manager that this new engine had a 100,000 mile warranty. My mindset was that although I was out the cost of the engine, I could take this car to at least 180,000 miles knowing the engine was under warranty. At NO POINT IN TIME did **** mention the warranty with the less of 3 year or 100,000 miles. Fast forward five years later and thousands of dollars in other updates we had to make on the car (including coil additions you all never fixed during engine repair in 2017) our car started to have the same issues. After I paid a couple hundred dollars to tow it, I finally got it back over to Tri County Ford to diagnose it. The SAME PROBLEM with the coolant leaking into the engine system. So both times the engine died because of the same problem which tells me you never fixed the original. The new engine now cost $8,000+ and does not make sense to fix with the car having 145,000 miles on it in my eyes. I had thought no big deal, we have a warranty and are still under the miles. ****** was the Service Manager this time and he was very professional. He did nothing wrong and informed me I was miss guided on the warranty, that in fact it was just 3 years. I asked ****** that the least you all could do at this point was buy the car from me for a few thousand dollars given all these issues but he let me know you all would not do it because it didn't make business sense. I am not happy! I would like Tri County to buy this car from me at least.

  Customer response

  04/11/2022

  I do not have a copy of the warranty document. I was verbally told by the service Manager **** that the warranty was for 100,000 miles. 

  

  Business response

  04/18/2022

  I have reviewed Mr. ****** complaint with our service team.  Although we are sorry that Mr. **** feels like he was misinformed about the warranty terms on his replacement engine, those terms are dictated by Ford Motor Company and we do not have the ability to override those terms at the dealership level.  Our service department completes several engine replacements every month, all of which have the same warranty terms as Mr. ******.  Most vehicle manufacturers, including Ford, have both time and mileage restrictions on any warranty coverage.  Ford does have a strict 3yr time limit on engine replacements.  Unfortunately Mr. ****** engine was replaced over 5 years ago.  According to Ford Motor Company, Mr. **** communicated directly with them on 4/9/2022 and they advised him of the 3 year warranty term as well.

  Tri-County Ford will be unable to meet Mr. ****** desired settlement outcome.  However, we would be happy to run his vehicle through a local auction that has a lane dedicated to vehicles that do not run and give him the full net proceeds of the sale.  Mr. **** can contact **** ******* at the dealership if he would like to discuss this option.  This option would require Mr. **** to have his vehicle towed to ***** ****** **** ******* in Clarksville, IN along with the free and clear title to the vehicle.

   

  **** *****

  Tri-County Ford

   

   

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