Complaints

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Levittown Ford advertised and sold a car part I needed for sale on their website. I paid for the part and shipping which was calculated and charged to my credit card. Shortly after I received an email stating that the part could not be shipped not because it was not in stock but because they didnt want to ship an oversize shipment. Company needs to label parts on their website that they are unwilling to ship. In this case it delays me getting my part and has tied up my credit card balance needed to purchase this part elsewhere until they credit it back.

  Business response

  04/26/2024

  We are verry sorry for any inconvenience. The part you ordered is a one-piece full exhaust and it is just too big to ship. We never charged your credit card for the order. you were sent an E-Mail just after ordering stating that we could not ship that part and we are cancelling the order. 

  Please feel free to contact us with any questions. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1, 2023, I brought 2019 **** Edge to Levittown Ford for a scheduled appointment to address an issue with a check engine light and driveshaft/drivetrain malfunction light. At this time my car had ****** miles on it which is under the warranty mileage. I was told and agreed to a diagnostic test. After 4 1/2hrs of waiting and taking a day off of work, I was told that they did not do the diagnostic test and would have to come back. The service department stated that the next available time to come back was at least a month and a half away. I agreed and scheduled a service date and brought my car back to Levittown ford on January 22. Since then, both Levittown Ford and **** corporate have been claiming that it's neither of there responsibility and that it is now out of warranty. It has been acknowledged that Levittown Ford has requested for 100% reimbursement proving that it is a warranty issue. **** corporate and Levittown continue to avoid the fact that my initial visit to the dealership was under the warranty mileage and should've been addressed at this time. In the accompanying documents there is some of the interactions that have been going on since Levittown Ford has obtained and kept my vehicle since January. I have requested that the issue at hand be handled as per the warranty and have been told that they will not honor it and keep blaming **** corporate. Levittown Ford has also come back with a ridiculously inflated price for repairs, as I've consulted two other mechanic shops for pricing. I have been more than patient with this process, but they refuse to honor the justified warranty. They have told me to return the loaner vehicle and continue to commit auto fraud by ignoring this warranty issue.

  Business response

  04/10/2024

  *****, As you are well aware, the repair's on your car are not covered under warrantee. We did reach out to ************** on your behalf for assistance once again The claim was denied. If you can get your car repaired for less money than we quoted you please pick up your car and return my loaner that you have been driving for the last two months as soon as possible. 

   

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   As you can see in the attached document, the car was under warranty when brought in. Due to the dealership not doing the diagnostic when my scheduled appointment was, and them telling me that I had to come back, this delay put the mileage over. The original issue should have been addressed and completed and was intentionally ignored. The loaner car has nothing to do with the lack of service that should've been completed. As you know, it was 6 weeks before I even received a response back as to what was going on. An intentional delay on the dealership part should does not void the warranty.

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

  Business response

  04/12/2024

  I know you want to blame us but you were the one who didn't want to leave the car that day.

  Anyway your car is out of warranty. The only thing that can be done is Assistance from ford,

  That you turned down.

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the email I sent to Levittown Ford *************************** Team, I am writing on behalf of my brother ********************************* and for myself in regards to the level of poor service received by your establishment: Levittown Ford Service and ***************** The **** Explorer ST (Black) VIN1FM5K8GC9LGC71936 was first taken into service on October 3rd for several issues:inspection oil change the camera's turn blue this is still a pending issue drivers side seat not reclining October 3rd: Invoiced for parts totaling $168.63 plus the labor charge of $297.94 that was charged on October 11th Total Cost based on the ****************** assessment $466.57 It was also identified by the ****************** that the front axle was leaking, they fixed the leak but left the cover hanging open: The cover is still an open item On October 11th, ****** went back to the Service Center to pay for the Labor Cost as mentioned above and was told to wait at the Service Center all day as they planned to fix the drivers side seat that day. At the end of the day they told him that they were not able to fix the driver's seat and told to come back on October 17th to drop off the car. ****** missed work on October 11th because they told him to wait which he did, with no solution. ****** paid a total of $466.57 for nothing as the parts ordered was not the issue required to fix the broken seat On October 17th, ****** went back to the Service Center to drop off the car to fix the broken seat and was told by ******************************* that the issue will be resolved within 1-2 days. ****** was given a rental car on October 17th. He was told not to go over 300 miles with the rental which would have been fine if his car was ready within the 1-2 day agreement per *****. During this period of time we trusted that the Service Team was working on the issue even though the 1-2 day passed. We made several calls to the Service Center and have the call logs if needed. It has been a frustrating process as each time we would be hung up and only when we called back to back eventually someone would speak to us. The little communication that ***** had over the phone would be that they were waiting for parts from **** ****************. When the parts came in they did not work, the leather had to be removed from the back seat and to be prepared the seat could potentially not look the same. The explanations have never been clear on what the issue was for the driver's seat not reclining. On December 19th we went to the ****************** because we were told the car was ready. ***** from the minute we stepped in was smirking at us and was very vague in the entire process. I managed to have him explain that in the end with two parts ordered from the **************** that were defective, the technicians hooking up the car to a machine that they had to follow step 1 first and so forth to eventually figure out what the issue was with the car. They found the part in a "Decommissioned car" and used that part for the seat to recline. I have all this conversation recorded. The final straw was when my brother saw that the driver's seat cushion where your back would rest had a hole, and inspecting the seat further the base of the seat was ziptied. I have pictures and videos for December 19th if I need to release those. How can we receive a call telling us the car was ready, and if we did not inspect the car driving home with all the damages? How is this right? This car is being financed and paid monthly and the car cannot be used because your establishment cannot fix the issue. It is close to 3 months and the car has been in the Service Center. This is unacceptable between the service, the lack of communication and mishandeling of the car. We do not feel comfortable that the matter will be taken care of, we do not know if any additional damage has been made to the car. How can we trust that if you fix the seat that I drive off the lot and the car breaks down? No one has contacted me since leaving the ****************** on December 19th, with the exception of me sending a text message to ****** Bass in which he texted back that Management agreed what occurred was not right. I have not heard from anyone since. These issues are unacceptable, the amount of time the car has been in the Service Center and damage is unacceptable. I expect a response with a resolution on how this will be rectified. Otherwise I will be taking further action. Look forward to hearing from you. Sincerely, ******************************* ********************************* ************

  Business response

  01/29/2024

  ******, all of the concerns on your vehicle have been addressed. Your car came in with a broken seat, that was out of warrantee. and would have cost you $1,900.00 to repair. My team was able to open a case with **** to see if we could have them ***** you "good Will" so you would not have to pay the full price. **** agreed to pay $1,434.57 on your behalf leaving you to pay only $466.57 which you agreed to. 

  When we were repairing the seat, we did damage it by poking a hole in the leather. We did replace it with a brand new one. We are sorry that that happened, but we made good for it. 

  Let me know if you have any other questions. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought the car in for a recall and they told me it needed radiator service..I picked the car up at **** the shop closed at 6..as soon as I left they left after. ****.. when I got on the highway and was doing 60 MPH the whole car shut down and all of the safety lights came on..the car slowed down to 15 MPH..I had to exit the car on the highway and when I checked to radiator I saw they never put in the anti freezethen when I called the service center they all went home early..I was stuck on the highway for an hour waiting for a tow..I filed a complaint with **** and the service center offered me a couponIm just thankful it was only me in the car and not my familyIll never buy another **** from Levittown Ford again

  Business response

  09/19/2023

  ***, I'm not sure why you are writing this. We preformed the recall on your car as preFord ********* guidelines. **** does not offer a Loaner car for this repair. Your complaint is with them. As far as Everyone at Levittown Ford going home early, my team waited for you that night until You and your car got here.  I would love to discuss more please contact me. 

  Customer response

  09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  This is quite selective responsethe complaint was not the loaner car..the complaint was not filling the radiator with antifreeze making the engine shut down to 15 mph while driving 60 on the highway..leaving the service center early so there was no one to answer the phone when I called 5 minutes later when I was on the side of the highway with my broken down **** had to phone the dealership and wait another hour for help..and hopefully I dont have long term engine problems from this happening..

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 2/25/23 issue : I purchased the lease on 2/25/23 and noticed the day after pick up the car glass had tiny scratches on it. Went to the dealership the same day I noticed the vehicle glass was scratched ***************************** saw the glass apologized and said he would put the glass to be ordered as soon as possible. In April ********************************************************************* the same side of where the glass was installed and was scratched now has paint peeling. I reach out to Mat and bring car for service no loaners available till *** so now I have a brand new car with a glass that is scratched and passenger side 2nd and 3rd row paint peeling. For the glass I get text appt for *** 23rd in March 1st. For paint I get a text appt for *** 25th on april 19th. Its ridiculous that I had to wait for *** when its a brand new car. It is a 7 seater car as I have my children and family to drive around in. I finally get a bring it in *** 25 since they said they would handle it in one appt versus 2 different appts. I than call every 2 weeks to see if my car is done and I get no it is not they need more time to find a body shop. I get a loaner for the first 2 weeks that is a explore than I have to take the time out to bring the loaner again to exchange for another loaner that isnt comparable to the car I have as it was a 5 seater edge which was a total inconvenience. I go in person on June ************************************************************** the parking lot. Since I went again they rushed to fina a body shop as they tell me they shouldnt of sold that car with the paint issue which tells me they knew it had issues this was ***************************** as it got escalated to him as service manager. I recieved the car on 7/25/23 still not complete as they fixed the paint as it got repainted but still glass with scratches. 8/3 for glass to be fixed and promised 2 months reimbursement because of the inconvenience but did not receive as of yet.

  Business response

  09/14/2023

  This case is still under review with ************** It hac been escalated on the customers behalf by Levittown Ford. As soon as we hear back, we will contact the customer. Please remember all we can do is open the case with ****, we cannot control their decision. 

  Please feel free to contact me with any questions.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 3 year lease for a ************************ 2019 from this dealership. The lease is up and decided to buy out the vehicle. The buy out option on the contract was $30,699 with no additional fees according to the contract besides the taxes. When I went to purchase the vehicle the dealership hit me with a $1250 buy out fee and refused to waive it despite it not being in the signed contract or they would not sell me the vehicle. I see they have made that fee seem like a benefit where get some kind of warranty and key replacement for a year. They said this fee was not optional and non negotiable despite numerous attempts from me to not pay. I was told there was no other option/negotiation and had to pay the fee in order to buy out the vehicle. So I paid the fee and taxes and purchased the vehicle. After some research I see this is has been a new scam that dealerships have recently enacted because "they dont make any money from lease buyouts so this is how we make it." That was a direct quote from the manager ********************* spoken to me. I am looking for a refund in the fee that was charged to me as it was not included in the original contract. I have attached the lease agreement and as well what was included in this $1250 "buy-out" fee. Thank you.

  Business response

  10/20/2022

  ******************, When you were here **** sat with you for over an hour going over  your options. The $1295 is not a buy out fee it is for 1- year  Key protection and 1- year Zurich Shield as **** explained to you. You even called your Broker for advice while sitting with ****. At the end of the day you choose to take the protection package. **** also explained to you that you are free to buy your vehicle from any other **** or ******* dealer in the country. All your options were explained to you and you choose to do business with us.

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company is using shady business practices. The response i received is laughable. The $1295 "Zurich Shield" is nothing but a scam to make money for people buying out their leases.  I was told I could not purchase my lease without paying the fee. It was not made clear at any point that it was optional. If what youre saying is true and it is simply a key protection and Zurich shield than I would like to receive a refund since I do not need that service.  

   

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

  Business response

  10/21/2022

  We are sorry you feel that way.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My vehicle was diagnosed with a torque converter issue by **** technician. Car was in their care for 90 days ,one day after car was in my possession the vehicle had shut down on me with technical issues. Vehicle was towed back to the **** service technician & remained there for another 90days, car was returned a 3rd time & within a day the check engine light came back on with the code stating pressure gauge. Vehicle returned back to service technician & returned back in my possession within 2hrs. By the 2nd day during the weekend the check engine light returned again!!! It has gotten to a point that they have no clue what is going on electrical & this has causes a mental burden on me & work. Having electrical issues with a car is a very scary safety concern & I would like for **** to replace my vehicle with a new car that has no electrical safety problems. My car is still under warranty & only 3yrs old. Before taking my car into this location for the torque, I never had any issues.

  Business response

  08/23/2022

  ******************, I am very sorry for the inconvenience. The transmission concern you originally came in fore has nothing to do with the check engine light coming on. As per our conversation you have an appointment on 9/23/22 to come back in. My service Manager *** will oversee the repair personally. At the time your car was here no codes were showing in the system. Please feel free to contact me with any questions.

  ************************. General Manager   

  Customer response

  08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   This is the 4th time my vehicle has been brought in and left in their care with no resolution.  At this current moment today 8/24/2022 I am without a vehicle and loaner from the company.  All of the paperwork is self explanatory and also have the codes indicating what the issues is. Theses problems did not occur until **** technicians have worked on the transmission.  I am not satisfied and this situation is still on going. 

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

  Business response

  08/25/2022

  ****************** picked his vehicle up today after having his vapor management valve replaced in his 2019 **** Edge.  I do understand ****************** frustration having had three issues with hs car over a short period of time.  While all three issues were unrelated and in completely different components of his car having three issues is frustrating.  Spoke to ****************** this evening, he has his car back and it is running well.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They have my work truck since March 18th 2022, they broke the transmission! Even though I still under warranty but they havent fix it as of right now! This company shouldnt be in business every one lies about everything! If I had the authority to put them out of business I would!!!

  Business response

  07/08/2022

  ********************** 2019 F550 was brought into us on June 6,2021 complaining of a transmission problem. We diagnosed and ordered a replacement transmission.  The transmission has been on backorder but has been released and received.  We will be installing transmission next week and expect to have ********************** F550 back to him by Thursday July 14th.  ****************** received this update yesterday and again today.  AS this vehicle is covered under warranty it is being replaced at no charge to ******************.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This all started back in December of 2021. I had bought my **** fusion into Levittown Ford because my car had problems starting. First I was told I could not bring my car in the last week of December because of the omnicron surge. They told me they had no loaners , so I had to rent a car . I brought my vehicle in the first week of January and this is where my problems began. My service advisor was ******** and she was not listening to me at all when I said do not lock the door because the car does not start if you do. She locked the door then after giving me the run around for 3 weeks had to break into my car to gain access. After another 4 weeks of constantly getting the run around she fixed my car but when I picked it up the first week of March I saw my side door panel was removed and keyhole exposed. I called ******** up when I got home and asked her why they did not put it back on she told me she would order a new one to wait for her call . 3 weeks later I called just to find out ******** no longer works their. When I asked to speaker to the manager or another service advisor I got the run around and no one is getting back to me at all. So after spending thousands of dollars for renting a car, and waiting months to get my car back, now I have my panel missing. They simply do not care at all about customer satisfaction or even basic respect. They will not answer your calls, will lie to you and will give you the run around . Whatever you do, please please avoid this place at all costs.

  Business response

  03/28/2022

  Hi *********, As per our conversation today I will take care of the problem you had in service ASAP. The part for your car will be ordered today.

  Customer response

  03/30/2022

  I was first told I was getting a new part due to the inconvenience. Now I am being told they magically found my piece and they are mailing it to me yet I still haven't received it yet I will wait until I get my piece. And then I will comment on this abysmal service by this dealership.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my explorer in for a recall, and to have them look at the rear defroster which is peeling off. They told me it is under warranty, as a leased vehicle, so they would order the part and be able to replace it and get me that car back by the end of the week. After not hearing anything after a couple days I went to the location to ask what was going on and no one could give me a straight answer so they said I would receive a call on the next day explaining what would be done. I did not get a call. I called them and they didnt know anything, and this has been the case for the dozens of calls I have placed over the past 3 months. I am never given an answer and am declined to opportunity to speak to a manager, if Im even given the opportunity to speak to an employee and not the automated message. During these times when I speak to an employee I am always assured I will be called back within the next 24 hours with more information. The complete lack of customer service and accountability is surprising considering it is covered by the warranty.

  Business response

  03/07/2022

  Hi ***** I'm am sorry we have not gotten back to you. I looked into your complanate and we do have a new rear window on order for you. I should be in in about two weeks. *** (the service manager) will be reaching out to you shortly.

  Please reach out to me at your convenience. Thank you.

  ******* ********* 

  G.M.

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

  Customer response

  03/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   As a college student on spring break, it will not be possible for me to be here at the time of delivery that the service center has scheduled. During the past week, I have still been unable to get in contact with any person, excluding the two called that were placed at a time I was unavailable to pick up. 

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

   

  
  
  
  
   
  

*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. ↩