Complaints

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my 2020 **** ******** in December 2022. It was a leased vehicle before I got it . Since the time I have brought it home it has been in the shop more than I have had it . First the heat would not work. So they called and said it was done and when I picked it up it still was not working . I took it back and they pulled the front end out and fixed that problem . The car was in the shop for a few months. Then the windshield was leaking and still is because I asked them to fix it and they didn’t . Then I had to take it back because it felt the bottom was falling out and it made an awful noise. This problem made it so I couldn’t drive the vehicle . I had to tow it to ******* In Gouverneur first where they said they fixed it but it was still doing it . Then I towed it to *********** where is was in the shop for months . They said they needed a part from **** that was on back order . Then they called and said they rebuilt the transmission and the problem was fixed. Then last month my car started shutting down when I was driving down the road . Said break applied power reduced . I would have to pull over and shut my car off and drive a little while until it happened again. I made an appointment to get it fixed but then it stopped doing it . Now last week the car was making a bad noise and felt like the bottom was falling out . But once again it stopped doing it . I want to trade the car in bc it’s a faulty car by id have 10000 in rollover and a bank won’t work with me with that . I can’t bring it into the shop when the problems are only happening intermittently because they run some tests on it and say nothing it wrong with then try to charge me 500 . This car is a danger for me and my 4 kids . I don’t feel safe driving anywhere with them and not knowing when it will shut down again or the breaks won’t work . I drive an hour to work each day and an hour back . I just want to get out of this car and into something reliable and safe for my family .

  Business response

  12/22/2023

  Several days ago Ms. ****** contacted our dealership prior to having her vehicle towed in for repair. Since then, she advised us the problem no longer exists and cancelled the visit. Recently, we have provided trade-in alternatives which Ms. ****** has declined. Prior repairs at ************ **** have been covered by **** warranty and loaner vehicles have been provided. If there is something wrong with the vehicle we are willing to diagnose and provide repair choices. I provided customer service information to Ms. ****** in the event she wishes to pursue a buyback settlement with ****.

  Customer response

  12/26/2023

  First I cancelled the appointments because as I said the car intermittently has these problems . There is no constant with why they happen. When I brought the car in before because of problem it was having you tried to charge me 500 dollars to say nothing was wrong with it . So I called to make an appointment to get it fixed and I canceled because it stopped doing it and I didn’t want to get charged . The problems come and go and you don’t know when it’s going to happen. Second I have asked a million times for a trade in with which you replied I have 10000 in rollover and a bank won’t work with that. I have all the documents I need where the previous person who leased the car took it back to *********** 8 times within their lease for the same problems I am still experiencing today . Even up to less than a month the car was in the shop getting fixed again . The person who leased the car ended their lease early because of all the problems . You knowingly sold me a lemon . **** would not buy the car back bc it needs to be less than 2 years old and have less than 18,000 miles . You should have contacted **** for the person who was leasing it .   Regards,  ****** ******

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  End of March I dropped my truck off for a diagnostic they give me one on March 29th for 4693 dollars including valve covers, leaking oil on the engine and various other issues. I decide to use them,They gave me a timetable of 4 days. 8 days pass no contact so I call, they claim to have to order a part. 10 more days pass no word from them so I call, part got lost in the mail supposedly. Now here we are in mid May and they say they did the work but it’s still leaking oil and it will cost more and have the vehicle for even longer. It was originally an oil issue so it has the same issue yet they charged me almost 5000. We spoke before the work that I owe 5k and 5k of work make sense for 10k as the truck is 2010. But anything more than that and it’s not worth it and I would not of put that money into the truck. Now they are trying to add to It after the fact when George at service told me top to bottom good to go 4693. I would not of gone through with the work if it were to eclipse 5000.

  Business response

  05/30/2023

  When customer brought his 2010 **** **** with 87,722 miles to us, he told us that he had been advised by another shop that they were unable to resolve the problems with his truck. Mr. ********* told us that the other shop had attempted repairs which did not resolve problems and referred him to a **** dealership. Our company agreed to perform diagnostics for his complaint which was check engine light.  Our technician found the vehicle was undrivable and not safe to be driven due to low oil level, engine misfires, lower steering shaft seized, broken left front spring, and parking brake shoes missing. We provided the Mr. ********* an estimate for repairs based on our initial assessment which he approved. When initial repairs were completed, the technician discovered during the test drive additional problems with low oil pressure. We advised Mr. ********* of our discovery and asked for approval for additional diagnostics which he declined. We have asked Mr. ********* to provide documents from the shop that had previously  attempted engine repairs so we could identify if the faulty prior repairs were the cause for loss of oil pressure.  If Mr. ********* will provide us with this documentation it will help us produce a more accurate diagnosis without additional cost. Mr. *********** present balance owed is $5,065.33. We will require this amount paid before we engage in additional services. 

  Customer response

  05/30/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  the initial assessment was told by George to me that it would be top to bottom good to go, with a price of 4693. As I owe 5000 on the truck any work exceeding 5000 George and I agreed would be pointless as I would exceed the value of the truck. Now after months and finally doing what they said would fix it, it is not fixed and they want more money. After agreeing to the original work and having that done, I am now told possibly a copper seal and couldn’t guarantee that to fix it. So now after they have charged me over the original assessment they want more. I don’t see how they can sucker me in for 5k and then need more to get it to run after telling me it would be good to go. I would not of proceeded.   Regards,  *** *********

  Business response

  05/31/2023

  We believe previous attempts to repair this vehicle and/or the vehicle having been run with low oil levels over a period of time. may have caused internal problems in the engine.  We are not able to diagnose this further without inspecting internal engine components which will result in additional cost. If Mr. ********* will provide us the documents we have requested from previous attempts made by another shop to repair the vehicle, it may lead us to the cause without additional diagnostic cost.

  Customer response

  05/31/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I had ************ **** do work for a misfire in the 5th and 6th cylinder weeks prior to going to caskinette. They tried a timing solenoid it did not work still showing a misfire, they recommended a cam phaser but they couldn’t do it and recommended the **** dealership. Caskinette found the oil league originally, it’s in the diagnostic, it’s still not fixed.  Caskinettes never asked for any documents from ********** until this point, they did not care when I told them back in March. They were set on their diagnostic so I agreed. Caskinettes asking to do more work when I can’t ****** more and it exceeds the value of the truck defeats the purpose of doing the work. I would not go out to a restaurant, wait two hours, not get food and still pay the bill.   Regards,  *** ********* 

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Monday 1/9/23, I inquired about a truck at their dealership that I saw online. I was contacted by a salesman who confirmed the vehicle was there and told me to come check it out. I began the hour and a half drive up, only to be told halfway into my trip that the truck was actually sold. Okay. No big deal. I continued to a few other dealerships to check out other trucks but did not end up making a purchase. On Friday 1/13/23, I received a phone call from the salesman at Caskinette’s telling me the truck I was interested in was available again because the deal fell through. He told me I had to come out a down payment on it in order for them to hold it. I left work early, made the hour and a half drive once again, looked at and drove the truck. The following day, Saturday 1/14/23, we worked out a deal between myself, the salesman and the sales manager. I committed to the purchase, and made arrangements to pick it up today 1/16/23. They ran my credit score, sent the deal to the bank, and I was on my way to having a new truck. They called me today 3 hours before I was supposed to leave to go pick up the truck, and told me that this truck had actually been sold the week prior. Now they’ve put a huge ding in my 800+ credit score, and I have nothing to show for it. Instead, they continued to try to sell me more trucks. The sales manager then went as far to stalk my ******** page and send me screenshots of my posts with harassing messages. I made a post to make others aware of how they run their business, only to receive MULTIPLE comments from other people regarding the same horrible experiences. This is unbelievable that they are allowed to operate in this manner. I’m in the market for a new vehicle, clearly, and now will have to suffer another hit to my credit score if I find another vehicle. I’ve lost time at work, not to mention gas traveling for nothing.

  Business response

  01/18/2023

  Caskinette Ford Response: A mistake was made and we have not been able to provide a solution Ms. ******** finds acceptable.When we discovered the vehicle had been sold, we apologized profusely and didn't hesitate to offer alternatives and choices. Everything we offered was declined.Understandably, because of our mistake Ms. ******** is very upset with our Company. She has taken her complaint public via social media. We have done nothing illegal or improper .... we made a mistake and collected no money from her.Unfortunately, we cannot modify credit records as requested. However, a credit inquiry on Ms. ********'s credit file scoring 800+ will not obstuct her ability to obtain credit.  Ms. ******** has been in contact with her salesperson Derek and sales manager Jenna.  If she would like to talk with me I will take her call ###-###-####.Chris P****, GM

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid 19,339.20 for 2016 ********* with 66,560 miles on 3/19/22 heard noises called 4/15/22 because it got louder. Appt vehicle in 5/9 diagnosis is cracked leaking manifold. Brought it in to “fix” it 5/23 at 8am vehicle sat there no one Called I came to pick it up so I stopped in at 4:30pm they said they didn’t have all the parts no one has touched my vehicle today nor called to let me know. Manifold is an emissions issue it is in my warranty 60 days or 80,000 they tried to make me pay for the parts I had to argue and show them my warranty over and over. Now they say they can’t get the parts until at least October . So I requested a replacement vehicle until then.they said no I can not have one I Talked to 2 different mechanics and looked it up and if it’s not fixed it will cause severe damage to my engine, blown gaskets, engine failure, engine stalling if it’s not taken care of in a timely manner. It’s already been since March that this issue has been going on and the noise is just getting louder and I told them that. They say there is nothing they can do for me. This is the lemon law and the service manager agreed she knows that over the phone. They texted and said I could do a trade for my vehicle and I haven’t heard anything back since Wednesday even though I’ve contacted them but now I don’t feel comfortable doing a trade nor want anything else on their lot. They said my price is going to go up if I get a different vehicle or I can wait until my parts get here and drive it. They don’t care it’s not their vehicle that might blow up. But since it’s under warranty and I just bought it it is under the lemon law. I just want my full money back from caskinettes or a rental to drive until it’s fixed and they say there’s nothing they can do. They need to fix this please help me. Caskinettes # is ###-###-####. The salesman i bought the vehicle from us Kristen D***** # ###-###-#### e-mail is *****************************************m Please help me resolve this

  Business response

  06/21/2022

  The customers vehicle has an exhaust leak (elevated engine noise/rattle while accelerating) which is annoying but does not prevent the vehicle from being safely driven. The delay in repair is caused by a parts shortage problem with the manufacturer. We have searched for aftermarket and used parts solutions and have not found the required parts available.  We have confirmed with the Watertown NY *********** dealership the necessary part is on backorder status and isn't expected to be received until September. We have exhausted all our options to obtain the parts necessary to complete this repair. The delay in this repair is being caused by a parts supply problem all repairs shops have been experiencing since the COVID pandemic began.We have accepted responsibility to correct the problem,  and will complete the repair as soon as the parts are available.  

  Business response

  09/22/2022

  BBB spoke to Chris at the business and the following was relayed:

  We installed the parts once received and returned the vehicle back to the customer. She stated there was an issue with the muffler, we sent the vehicle to the dealer and they found the vehicle is operating as normal. We have not heard anything regarding any other issues from the customer since.

  Customer response

  09/22/2022

  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

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 26, 2021 I went to Caskinett's Ford to look for a truck, I had been talking with Travis B****** about what I wanted in a new vehicle, I had gone to other dealers that day also. When I arrived, Travis showed me a 2021 **** ***** that was on the showroom floor - this truck had everything I was looking for EXCEPT tow mirrors. I was told that tow mirrors could be ordered and installed on the truck. As indicated on my "original" Vehicle Cash Purchase Agreement; $83,966.24, this was agreed upon. Tuesday, February 2nd we were picking the truck up, the day before Monday, Travis text me (I have a pile of printed out text for this claim) stating that "we had an issue with the mirrors functioning...". We picked the truck up on Tuesday with the ORIGINAL mirrors back on the truck. After several attempts in finding a solution, ex. in a September text it states, "...putting tow mirrors on a truck it was not ordered with them you risk the chance of frying electronics which has happed to past customers..." and attaching clip-on mirrors, it was determined that there wasn't a solution, therefore, the "revised" Vehicle Cash Purchase Agreement; $80,718.76 does NOT include the price of the tow mirrors. Actually, at this time, the original mirrors (one of the trips to the dealership was to determine if the original mirrors are what was put back on the truck) are NOT SAFE, the blind spot and lane change features do not work, again several trips to the dealership have been made for this purpose, which may of been the fault of the dealership frying the electronics. I'm not able to trade in the truck with the SAFETY features not working. Caskinett's approached me to buy a 2022 truck with the same build sheet that INCLUDED tow mirrors, this may of been a solution, however, I was out-of-pocket ALL of my installment payments; over $20,000.00 for a truck that NEVER satisfied our agreement.

  Business response

  04/04/2022

  Unsuccessful attempts were made to add aftermarket mirrors. The original equipment was re-installed so that all safety related issues could be resolved.  Later, the customer returned to the dealership for diagnosis of a safety related complaint. Caskinette Ford has not been able to replicate the problem. We were told by the customer another dealership also was not able to replicate the problem. The vehicle is covered by Ford warranty. Since our dealership has not been able to replicate the problem. The customer has refused to return the vehicle to the dealership for additional diagnostic procedures recommend by Ford Engineers.  All diagnostic procedures are documented in the vehicle history with Ford. Since the customer has refused to bring the vehicle here, they may take the vehicle to any Ford authorized repair facility to complete the diagnostics.  

  Customer response

  04/05/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  To whom this may concern,

  I am in agreement with the details regarding the attempts to try to resolve the safety issue with the mirrors.

  However, I am unaware of refusing to return the vehicle to the dealership for additional diagnostic procedures by Ford Engineers.

  Again, with all of that being said, the fact still remains that I was sold a vehicle that would have tow mirrors. 

  As of this date, my $80,000+  2021 Ford **** ***** truck is NOT what I was sold. 

  
  
  

  
  

  Customer response

  05/23/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Please note that the original Vehicle Purchase Agreement INCLUDED Ford Extendable Tow Mirrors. This has been my initial complaint, that I do NOT have the truck that I was sold.

  Therefore, it is my position that I am not responsible to incur any additional costs at this point in time, rather it is Caskinette's responsibility to incur all costs for providing me with the truck I purchased, including the extendable tow mirrors.  
  
  
  
  
  
  

  
  

  Business response

  06/01/2022

  BBB spoke to Chris at business and the following was relayed:

  The other vehicles the customer is referring to are ordered and come from the factory with the specific wiring harness needed. We did attempt to put the specific mirrors on but it caused other issues. As far as the mirrors not working properly, we were not able to duplicate the problem and a 2nd dealership was also not able to. We have offered to pursue with Ford technical assistance, which is covered under the Ford warranty and will cost the customer no money. This can be done here or at any Ford dealership. We are willing to try and assist the customer but the customer has not brought the vehicle back. We also offered $500 for the customer to purchase after market mirrors and install. We are still willing to have Ford technical assistance get involved or send the customer $500 in good faith.

*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. ↩