Complaints

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is the second report. You declined any action so please read the initial report. The car remained in their repair show for a month. The only updates we received were if I reached out first. No calls from the dealership. After a month we arrived and were told the car was repaired. In addition they charged us to create a second key. When we retrieved the car the new key did not work. The service advisor stated he would come the following day to pick up the car, return it to the dealership and repair it. He never showed up and never responded. Now the car is broken with the same issue it went in for originally. They obviously have no idea what they are doing. I would like the full refund of $3320.00 so that I can get it to another dealer who know how to repair it.

  Business response

  07/25/2023

  Regarding the initial report, as we previously responded, Ms. ******** service advisor was out for a couple of weeks due to a family emergency.  In addition, we have been in the process of a previously scheduled computer software change.  Both myself and another employee have spoken to Ms. ****** a few different times during that two week period to attempt to keep her up to date on the repairs.  Her service advisor returned late last week and spoke with her on Friday to confirm that repairs will be completed 7/17/23.  

  
  Her service advisor is out again this week to take his son to MD Anderson so I'm not able to verify that we dropped the ball on picking the vehicle up.

  
  On Monday 7/24/23 at 10:30 AM, Ms. ****** came in without an appointment stating her check engine light was back on, the vehicle was sputtering, and the new key was not working.  We got her vehicle to a technician right away.  He reprogrammed the key and verified the check engine light but did not duplicate sputtering.  The technician checked and found codes that are typically indicative of a loose gas cap or fueling the vehicle while it's running.  I asked Ms. ****** if she filled up with the vehicle running, she said she could not remember.  I explained that we usually see this code when that happens and that we have not been able to duplicate the sputtering.  I advised her that we reprogrammed her key, cleared the codes and they have not returned.  I gave her my business card and asked her to call me if the check engine light came back on.   

  
  At 11:17 AM, while Ms. ****** was here at the dealership, her brother sent a message through our system stating that he had filed another BBB complaint.  

  
  

  Customer response

  07/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20366729, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at this dealership for three weeks. Every time I call the service department it goes to voicemail and they don’t call back and I don’t know why. Then they sent me a text to communicate. They communicated briefly for a week or so then no more communication via the text. Currently they say they are ordering parts and just basically the car does not ever get repaired and there’s no correspondence from car dealership unless I initiate it. I would like to have the car repaired as promised immediately. The entire customer care team is non-communicative, and a really bad representation of the dealership.

  Business response

  07/17/2023

  To whom it may concern,
  
  Ms. *******s service advisor was out for a couple of weeks due to a family emergency.  In addition, we have been in the process of a previously scheduled computer software change.                Both myself and another employee have spoken to Ms. ****** a few different times during that two week period to attempt to keep her up to date on the repairs.  Her service advisor returned late last week and spoke with her on Friday to confirm that repairs will be completed today, 7/17/23.
  

  Customer response

  07/17/2023

  
  Complaint: 20326770
  
  I am rejecting this response because: the response from the dealership is false. They have no communication skills. They only contact us back after we have reached out 4 to 5 times. Their level of service is not acceptable at all. I would like a permanent note kept in their file.
  
  Sincerely,
  
  ******l ******

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been hearing rattling under my car several weeks and the Ford representative drove it several times and claimed to not hear the noise. She suggested a diagnostic which would was $145 plus tax. She told me several times that the fee would go towards the cost of repair. The diagnostic determined that my car needed a rear shock absorber, and the cost would be $535 and it would take 2 days to order the parts. I explained to her that it would take a few weeks to get the money for the repair. She assured me the cost of the diagnostic would be applied to the repair. When I was financially ready to get the repair done, I called several times before making an appointment to get another reassurance of the cost but no one ever called me back to verify anything. I made an appointment and when in walked in to drop off my vehicle, Kelly confirmed the cost of the repair but told me the repair had to be done that same day for the diagnostic to be applied to the repair. I asked her, how is this possible without the parts. She kept saying I thought I explained that to you. If that would have been explained, I would have never got a diagnosis done. My car is still rattling because I anticipated that the $160 paid for diagnostic would be applied towards the repair. This representative was very dishonest in representing this business.

  Business response

  02/23/2023

   I have spoken to the customer.  Our Service Advisor was confused with the way the estimate was written.  I explained to the customer what happened, apologized for the confusion, and informed her that we would discount the repairs by the amount of the diagnostic charge that she's already paid, which is our standard practice.  She is scheduled to bring her car in for repairs next week.  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Poor customer service This dealer treats its customers poorly. Back on October 19th, I ordered 4 parts from this dealer. I received 3 parts in good condition, but one part took too long to arrive because Hollingsworth Richards Ford missed my address. However, I received the part one month later, on 11/21/2022, and to no one's surprise, the part I received doesn't fit with my car. The part is an engine mount, and my engine mount has a wire and a socket. They sent me two parts: one is a transmission mount, and the other appears to be an engine mount but lacks a wire with a socket. I tried to contact Hollingsworth Richards Ford's customer service to solve the issue, and I sent them every proof that they sent the worn part, but they didn't respond with the right thing. Hollingsworth Richards Ford told me they will refund me only %70 of the part's value, which is unacceptable; it's not my fault that they sent me the wrong part. So, I demand the full value of the part plus the shipping fee I paid to receive the part that doesn't fit my car. I am still awaiting a response from the dealership and am writing this in hopes that they will respond properly and in good faith before we have to go to the next level.

  Business response

  12/14/2022

  Good Morning,

  I apologize for the confusion.  The final part you requested and received was in fact the correct part for your vehicle.  The original part was not available, and Ford designed a conversion kit with separate engine and transmission mounts.  I have attached the Ford bulletin which came with the part you received.  Thank you for returning the item in its original packaging and contents.  Because our pricing structure is extremely competitive, we receive numerous orders daily and strive to give the highest customer satisfaction for each transaction.  Our website clearly states our return policy of a 30% restocking fee, which every customer must acknowledge the policies during the checkout process.  For customer satisfaction, we will refund you the additional 30% and freight for this item.  Please allow 3-5 business days to see the refund on your card, as we will begin the process today.

  Customer response

  12/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18549386, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 14, 2021, I brought my New 2021 F150 with 3yr/36000 mile bumper to bumper Factory warranty, purchased from Hollingworth Richards Ford on February 4, 2021, for the following warranty covered repairs and recall: Windshield Recall 21C06, leaking Sunroof, driver side roof mounted speaker no longer working due to water from leaking sunroof, driver side roof mounted microphone no longer working due to water, incorrect piece of trim on passenger side center console, driver side rear tire had razorblade in it and was too close to the edge to be safely repaired ( I purchased the tire/wheel warranty at the time I purchased the truck. I did not receive my truck back until May 28, 2021. I was consistently told the body shop was waiting on the adhesive for the recall on the windshield (the windshield was supposed to be pulled off and a new adhesive used to adhere it back to the truck.) When I picked my truck up on May 28, I was told the microphone and trim had not been delivered yet, but everything else had been fixed. My truck was covered in dust and dirt both inside and out. Once I got my truck home and cleaned, I realized they replaced my windshield with a different one that isn't the same type as the one that came from the factory. The one from the factory has SoundGuard on it, they gave me a new inspection sticker for April (The original one was from February when I bought the truck,) and they left the Free Oil Change sticker from Randall Reed Ford in Texas on it. They also scratched my truck in multiple places, and the sunroof still leaked. I emailed all of the pictures, to Lori, of the leak, damage, and different windshield. I was told Beth was aware of the situation and would get with me. Here we are a year later and I haven't heard a thing. I even sent a follow up email about the leaking and never received a reply. My truck is still scratched, still leaking, and still has the other windshield on it.

  Business response

  09/06/2022

  We have reached out to the customer and are taking care of it.

  Thank you

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

  Customer response

  09/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17900853, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company also doing business as Ford OEM Depot shows a product on their website that does not match the received item. I paid $81.24 for Floor Mats that do not match their website photo. They refuse to allow me to return and receive a credit because they claim it was special order. It was an order based upon a picture that is not representative of the received product.

  Business response

  04/17/2022

  Business Response /* (1000, 5, 2022/04/06) */ Contact Name and Title: *** ***** Contact Phone: XXXXXXXXXXX Contact Email: ******@hrautogroup.net After the order was placed, we emailed the customer to let them know the part was incorrect for the VIN supplied and gave the correct part number. Customer was adamant about ordering the part number he inputted. We then spoke to the customer stating that the part he wanted was not for his VIN but he said to order it anyway. When the customer called and stated the part he received was not correct we agreed and told him that before we placed the order. We stated our policy of no returns for special order items. If the customer will return the part in the package he received it, I will refund him his money for customer satisfaction purposes. Consumer Response /* (3000, 7, 2022/04/07) */ I will return the part in the package I received it in (I still have all of it) for the stated refund in the Complaint Activity Report (attached) I will need to know the correct NAME & ADDRESS to return the item(s) to and if an RMA number is required. Do you contact the supplier for me or do I deal with them direct at the Contact Email given? I have cc them in this Email regardless. I want to suggest that the vendor change their website photograph so as to represent the product correctly and not mislead future customers who honestly believe they will "get what they see". Thank you Consumer Response /* (3000, 9, 2022/04/08) */ The return USPS Tracking Number is XXXX XXXX XXXX XXXX XXXX XX What's done is done and this is not about the last word. I hope we understand each other's points of view (I know I do). Since I based my order on the Website Photo and Description, I'm glad to hear you have reached out to the website provider in order to correct inaccurate and misleading product information (attached for Reference). Thank you for your Return Offer. You did the right thing. I trust a check will be mailed to the Complaint address on the BBB form or a credit to the original Credit Card. Upon completion, I will post a satisfactory resolution with the BBB. Business Response /* (4000, 11, 2022/04/12) */ I responded back to the customer via the email he sent me directly. Today, we received the part and issued a credit on the website. As I stated to the customer on the email, he should see credit within a couple of days on his method of payment. Consumer Response /* (2000, 13, 2022/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Credit Received after Merchandise returned. Thank you. Complaint resolved satisfactorily.

*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. ↩