Complaints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feburary 27, 2024 there were issues with my car not starting. I had the battery professionally tested and it's health came back fine. A jump start did not initially work. I had it towed to Franklin Ford for furthur diagnostic. Upon dropping off at dealer I decided to try and have the car jump started one more time via dealer. The dealer did not have enough staff but provided me with their shop equipment to jump it. This time the car started without issue. I informed the dealer I still wanted an inspection to make sure there were no underlying issues. A few hours later I obtained a call that it was all set and they advised that it jump started fine and recommended a new battery. I declined this service as I knew the battery was fine. I was charged the standard diagnostic fee of $195.00. A few days later I reached out to the service manager **************** and requested any and all documentation and reports they had from this diagnostic for my records. They informed that they did not have any documentation and simply had just jumped battery. There was no diagnostics described. Despite what they said the service invoice states that a "multi point inspection" was done. Aside from the invoice they had no reports or documentation that they were able to provide to support this.

  Customer response

  07/05/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  07/17/2024

  To whom it *** concern,
  
  Thank you for reaching out regarding the documentation from your recent service visit at Franklin Ford. I understand your concern and would like to clarify the details of the service performed.
  
  During your visit on February 27, 2024, we were made aware of the issues you experienced with your car not starting. Upon inspection, our team utilized our shop equipment to jump-start your vehicle successfully.Subsequently, we conducted a multi-point inspection as indicated on your service invoice. This inspection is intended to identify any underlying issues that *** affect your vehicle's performance.
  
  Following our assessment, we recommended replacing the battery to prevent future starting issues, based on our professional evaluation.However, we respect your decision to decline this service at the time.
  
  Please feel free to contact me directly at ************ if you have any further questions or if there is anything else I can assist you with.We value your business and aim to provide transparent and thorough service to all our customers.
  
  Thank you for your understanding and patience in this matter.
  
  Best regards,
  
  Mr. O'Neil  
  Service Manager  
  Franklin Ford

  Customer response

  07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

   

  Dear Franklin Ford, 

  Thank you for the response. As indicated in response, and on invoice, a "multipoint inspection" was performed. For my records I'm requesting the diagnostic report from that day to include check lists used, computer diagnostic reports and similar items. 

  Regards,

  ******

   

   

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped off our 2019 **** Fusion on August 10, 2022 because the car was not working properly, and it appeared to possible be an electrical problem. It allegedly took them an entire week to figure out the issue which is interesting because another complaint on the BBB site appears to have had a similar problem with the modulator so they have seen this issue before-it's not some rare issue. I was told by **** in service that he spoke with his manager and they were going to do whatever they could to make sure it was all covered by our extended warranty. We tried to be patient despite the chaos of being short a car caused for our family since we thought they were going to help us out. We were NEVER offered a loaner. For the following 69 days - over 2 MONTHS they had our car and were "waiting for the part". We called multiple times a week and either the service department never answered, or we left messages for ****. We NEVER received a call back. The worst customer service I have ever seen in my entire life. I probably called ***** times probably more and never got the courtesy of a call back or any type of update on the car. We eventually were told the part came in but was missing a connector. Again, weeks passed and no word from **** in service. Finally, we were told the car was fixed. SIXTY NINE DAYS after we dropped the car off. We were told that the warranty company was NOT covering the charges for service hours Franklin Ford charged us. Basically, the warranty company thinks it's a scam that it allegedly took Franklin ford over 9 hours to diagnose the problem. So we are out $900.00 on a 3 year old car!!! Franklin Ford just wants customers money. I believe we are being ripped off by Franklin Ford and we want our money back. I believe after reading other reviews on the BBB site that Franklin Ford runs a very shady business. They are unprofessional and based on other reviews continue to take advantage of their customers.

  

  Business response

  10/25/2022

  ****************** brought his 2019 **** Fusion to Franklin Ford with an electrical issue. It was clearly explained to him that electrical issues are impossible to estimate the exact amount of time needed to repair the problem. The service advisor **** told ****************** he would contact the aftermarket warranty company that he purchased from ************* where he also purchased his Fusion from and try to get as much of the repair covered as possible. ************** had to remove the dash in the Fusion to locate the problem. He found a pint fit issue with the speed can system. He repaired the connector scanned vehicle and there was still a fault with the Gateway module and ordered a replacement from ****. Since the Pandemic many parts have gone on backorder that we have no control over. The tech worked on diagnosing the problem removing and then replacing the dash for nine hours. The labor rate is $167.00 per hour which Franklin Ford discounted for this repair to $120.00 per hour. The total repair came to $1565.89 and the aftermarket warranty company only paid $665.89 after ********************** $200.00 deductible. If he is unhappy with anyone it should be the aftermarket warranty company for not paying more then they paid.

  Customer response

  10/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  Unfortunately, Franklin Ford is mistaken.  As you can see on the invoice we were charged $167.00 per hour and were not given 

  the discount promised.  Its very interesting that they responded immediately to a complaint yet they do not respond to their customers. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  10/27/2022

  Franklin Ford charged $1,080.00 for labor and ****** for parts. $1,080.00 for 9 hours of labor is $120.00 per hour not the $167.00 per hour posted labor rate. We also discounted the parts 15%. Franklin Ford is not who you should be upset with. The aftermarket warranty company that refused to pay for more of the repair is who you should ask for a refund.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had to bring my vehicle for service 3-4 times for the same issue and it is still not resolved. I have told them that I live 30+ minutes each way from the dealership and it is a hassle to have to keep returning there for the same issue. The service department as well as the management does not follow up at all. I have asked them numerous times to "take the vehicle for a ride" they don't. I've asked that they call me to give me updates, they don't. I am very frustrated as I just picked up the vehicle for the 4th time and there is still the same issue of the cluncking and vibration in the front end. I have decided to not buy a new vehicle from them (since I have purchased 3 from them in the past) and will be looking for a new dealership that can handle the task of "service"

  

  Business response

  09/15/2022

  The vehicle was brought into service and was road tested.  We replaced tie-rods and a four wheel alignment was done.  The customer was informed that the vehicle was also in need of front pads and rotors.  The customer declined the work and said he we have them done himself.  The customer was also informed that the vibration would continue as it was a brake issue and until it was fixed he would continue to feel the vibration.  The vehicle was road tested after the tie rods and alignment were done and no clunking noise was present.  Please feel free to reach out to *************************** who is the Fixed Operations Manager if you have any concerns or questions.

  Customer response

  09/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 **** Mustang Mach E4 from Franklin Ford on 1/3/22.On August 20,2022 the car would not move and read "Stop Safely Now" on the dash. I called Franklin Ford and was told to have the car towed in and that it was probably a software update. They offered a loaner car.The next week, they said they were waiting for a "module" from *******. They had no tracking on the arrival of the module. ****, the Service Tech, said he would call me on Friday to update me on the situation, he did not.He was off Saturday and I called for a loaner, **** in Service said there was none available( they have 3 total).**** was out yesterday 8/29. **** told me that he would call me this morning. He did not.I called him and he said he'll keep me posted but know module or ETA on it's arrival.I am going on 10 days without a car, no loaner or offer of a rental and NO estimate of resolution of this mess.

  

  Business response

  09/15/2022

  The vehicle was towed into the dealership and at the time of the tow in a loaner car was offered and the customer declined.  After the reprogram was unsuccessful a new module was needed.  The module was on a national back order however we were able to locate one in a dealer's inventory in another state and had it overnighted to us.  The module has since been replaced and the customer has picked up the vehicle.

  Customer response

  09/15/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

  9-15-2022. I accept the response because I want this to end and I got my car back on 9/9/2022.

  Franklin Ford did everything their way on their time schedule. I did decline the loaner on 8/20/22 thinking that this

  would be solved in a few days, the first time a loaner became available to me was 9/7/22.

  I thank the BBB for getting involved. Do the math, they I was without the $60,000 car I bought from them for 20 days.

*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. ↩