Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2017 **** Taurus SHO into MOCK **** of Grants Pass, 8/10/2024, for Warranty Repairs. I was assured prior to bringing my car into their dealership that they are a certified shop and accept the warranty that my car has. 11/7/2024, ***** ******, the Service advisor had sent an email stating that the warranty company approved engine replacement, but they refused to do the work. After speaking with my warranty company, I was told that they had requested the following. Good morning *****, what is your best pricing on an engine as AGWS can ship you a used one for ******* with 72k miles and a 24/24 warranty that is 6 business days out? Please advise. MOCK **** did not send the requested information instead replied with We are going to ask customer to go to an independent shop for this matter. We do not do this type of engine swaps. Thanks, ***** I was told by ***** ****** (Service advisor at MOCK ***** Good afternoon, We just received a response from your warranty company and they are asking us to put in a used engine with 72k miles and a 24/24 warranty from a company we don't work with. We do not do this type of engine swap and with that said, we are going to gracefully decline to continue on with this repair order. Any independent shop locally will do what they are asking for. You can pick up from Monday thru Friday 8am to 5 pm." I have requested the entire email thread from ***** ****** at MOCK **** to see the communication that MOCK **** had with my ***************** ***** ****** refused to provide a full email thread and only sent parts of the emails. After speaking with my warranty company again, I was told I would have to restart the entire claims process. To include Diagnostic fees, and another tear down of my vehicle. I am now left with a car that is not running, and unable to bring my car to another dealership due to the costs associated. Even though the **************** had APPROVED the FULL ENGINE REPLACEMENT at MOCK ****.

  Business response

  01/24/2025

  Mock **** tried to get authorization for the customer from their 3rd party warranty company.  ***************** Warranty Services.  They denied authorization for over two months.  Then finally tried to have us do the work but wanted to supply a used motor themselves. We do not install used motors.  We are not comfortable using a used motor that we do not supply because Mock **** is the one who guarantees the part replacement if it fails. We are not taking that responsibility.

  We requested the customer take it to another shop which they did,  because we could not get the **************** to abide by our company policy, we did not charge the customer any amount of money. We had over $500 in tear down expenses and diagnostic fees.  We waived all fees. 

  American ************************** has a 1.2 rating out of 5 in their industry and were very difficult to deal with.

  Korick *******

  Mock Ford

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

   

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