Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking a buy back of a **** Explorer. We purchase a certified **** in June 2024. Since then the Explorer has been back and forth in the shop about 8 weeks. We would like for the Lemon Law to be applied.

  Business response

  01/27/2025

  January 27,2025
  
  Ms. **** -
  
  With regards to BBB Complaint #********, please note that our service management team has been in direct contact with the customer and has provided resolution/correction of the vehicle concern. We have also gone over the vehicle in-person with our shop *******.
  
  We hope that this provides both confidence in the quality of the pre-owned vehicle and of our efforts to support our customers during their ownership experience.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Grapevine ford placed a new transmission in our vehicle after the original failed due to an accident. We were provided a price and upon picking up the vehicle, we were given a higher costs without any additional work or parts. At the time of replacing the transmission, grapevine ford had to remove a part that had a gasket. Upon repair, they failed to replace the gasket with a new gasket, causing that part to leak. They are trying to charge us several thousands to remove the part and replace the gasket that they should have replaced prior to putting the part back on at the time of the transmission work. No exact quote is given. We have called, sent and recieved texts stating the individuals no longer work at the dealership. We have left over 25 messages asking for the manager to reply to our calls. No returned calls nor missed calls have been attempted by the dealership. When we attempt in person, nobody is available to answer any questions.

  Business response

  01/03/2025

  January 3, 2025
  
  Ms. ****,
  
  With regards to BBB Complaint #******** regarding the part that is leaking, please note that we are sorry to hear that the customer is experiencing another issue with their vehicle. In July of last year, we diagnosed the transmission as a faulty assembly and replaced the unit. No others issues were present or addressed at that time.
  
  On 10/16/24, the customer returned with a different concern of a fluid leak - we identified the source as coming from the power take-off unit (PTU) - an altogether separate component from the transmission and unrelated to the previously performed repair. The customers vehicle was brought into the shop and hoisted so he could observe the leaking seal on the ***, at which time, he acknowledged the issue and informed us that he would return at a later date for repairs.
  
  We apologize for the confusion, but cannot offer recourse for a different components failure that was not included with our prior repairs. It was our understanding that these separate powertrain assemblies were properly identified and explained. However,we are willing to show the customer again the location of the point of failure of the fluid leak that is coming from a component different from the transmission.
  
  We hope the customer finds this agreeable and we are available to provide support to address this separate issue.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  
  
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have now taken my vehicle to **** 16 times with the same exact issue. These problems started over 19 months ago, and the same problem has continued throughout that entire time. I took my vehicle to Grapevine Ford and provided full documentation of all the work that's been done on my vehicle. I informed them of the dangers of driving this vehicle because it will stall while pulling out into traffic. I have several near misses. I have almost been hit multiple times because the vehicle stalls at dangerous moments. All these details were laid out to Grapevine Ford and ********************* when I dropped off the vehicle to them the first time. They have a full history of all the work that's been repaired. I had the ******* of their shop drive my vehicle and he told me that he knew there was a problem with the vehicle that had to be repaired before it left their shop. They kept my vehicle for weeks on end and failed to provide me a loaner vehicle. They attempted to charge me thousands of dollars for repairs I had already paid for until I provided proof that I had already paid for those items and they were under warranty. They then returned the vehicle to me with the same exact problem that I dropped it off with. The vehicle stalls dramatically from 0 to 20 mph every time you drive the vehicle. I took the vehicle back to Grapevine Ford once again with the engine fault light on and advised them of the issue. I provided pictures of the issue. I have videos as well. Grapevine Ford kept my vehicle for weeks but finally claimed there was "nothing wrong with the vehicle" and that they had already fixed it. Even though they kept my vehicle for weeks, they provided only 10 days worth of a rental car. **************** calls me and insults my intelligence and very rudely proclaims there is nothing wrong with my vehicle. The car broke down right away (AGAIN) and had to be returned (AGAIN) to Grapevine Ford. Terrible service. I'm starting to doubt that anyone at **** knows what they are doing.

  Business response

  07/19/2024

  July 19, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the repair of the customers vehicle,  we apologize for the amount of visits the customer had to make for the repairs on his **** vehicle. In reviewing his warranty history with **** Motor Company, Grapevine Ford has seen the vehicle 3 times from February 2024 to July 2024.
  
  In the first repair, we found multiple concerns associated with the cooling system - partial new failed components, partial parts that had previously been replaced at another dealership had failed thus, creating more process than the usual streamline of repair.
  
  With regards to the complaint about the attempt to charge the customer thousands of dollars, the parts that had been replaced at the previous dealership had no coverage without documentation of replacement; thus, we did need proof of the paid replacement from the other dealership. As a result, that created more time in the process.
  
  We have addressed the customers desired settlement of the job being finished - the repairs have been completed and the customer picked up his vehicle on July 17th. As a goodwill gesture, Grapevine Ford covered the $100 deductible associated with the repair.
  
  Again, we apologize for the continued frustration and administration needed to process the customers repairs - not only at our dealership, but also at the others. We did not find anything outside the manufactured defects that created the customers concerns.
  
  Please note that our Service Director did speak with the customer regarding this issue. If the customer needs direction in contacting ****, we can assist with that. We also would encourage the customer to reach out to **** Motor Company to share his feedback about his product issues.
  
  Respectfully,
  
  Grapevine Ford Lincoln

  Customer response

  07/21/2024

  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 however, upon picking up my vehicle there was discovered a new repair issue that was not a problem until they returned my vehicle. I haven't been able to address the issue with the dealership yet because I've been involved with work and a family wedding, but immediately when I recovered the vehicle at the dealership there was a new warning light. The light indicates that there is a brake light fault. I'm not sure if this has anything to do with the recent repairs, but the warning has occurred everytime since I've been in the vehicle since I've picked it up. That should have been addressed prior to them returning the vehicle to me. I will try to swap out the brake light myself prior to returning the vehicle there, but this is another issue among the multitude of issues with ****. I do not fully agree with the accuracy of this response as well, but FINALLY the vehicle does seem to be repaired after 16 times at **** dealerships. It is actually driving normal again after 19 months of headache, so for that Grapevine Ford deserves a medal. I think the engine issues were finally fixed. I think. I will also admit the director at this location was the first employee in all of **** that wasn't either a complete jerk, moron, or a****** so for that that he also deserves much credit. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed a loan in my name on the wrong vehicle and VIN and did not rectify it in a timely manner.

  Business response

  07/10/2024

  July 10, 2024
  
  ************,
  
  With regards to BBB Complaint #******** concerning an auto loan for the customer which listed a different vehicle, we apologize that a clerical error resulted in dissatisfaction with the customers purchase, so we have taken the appropriate steps to rectify the situation. A flat cancel check has been issued and was sent to the customers lender on Monday 7/1/24 which immediately effected closure of the loan.
  
  In addition, we also accepted the return of the customers vehicle and unwound the deal and contracting paperwork.
  
  We hope these efforts are accepted as suitable in addressing the customers concern, and appreciate the opportunity to have earned his business
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership in order to have the cam phasers replaced under warranty. As part of the repair process, the ** system has to have the refrigerant removed in order to remove the driver side valve covers to replace the cam phasers. After the dealership completed the service and returned the vehicle I noticed that the air conditioning was not running properly. On the first 80+ degree days in ********** I was sweating in the truck with the ** on full. I notified the dealer that something was wrong with the system and brought it back in on 3/8/2024. The dealer returned the car back on 3/18/2024 and told me there was nothing wrong with the **. During the next warm trend I ran into the same issue and emailed the dealer again and they did not respond anymore. I took the vehicle to an independent mechanic on 4/25/2024 and they confirmed that there was no refrigerant in the ** system. The independent mechanic refilled the system with refrigerant and now there are no more issues with the ** system. I paid them ****** with card/through points and they were also compensated by **** since this was a warranty repair. The cost for the independent mechanic was $584.66 to diagnose and recharge the **.

  Business response

  05/14/2024

  May 14, 2024

  ************,

  With regards to BBB Case #******** in which the customer voiced concerns about her air conditioning after the repair visit to Grapevine Ford for mechanical cam phaser replacement on 1/19, 2024, we reviewed the repair instructions in the workshop manual and found that there was no access to ** refrigerant as any part of the repair process to the cam phasers. When the customer returned approximately 1800 miles/3 months later, we found the ** system operating as per design - duct temperatures matched the temperature setting for ** system operations.

  Commonly, we find that when ** systems have a depletion of refrigerant, it is due to a small or large leak and so simply refilling the system is not a repair. It is only a temporary fix that will have a recurrence of failure in the future.

  At this time, we invite the customer to return so that we can check the ** system for leaks. If leaks are found, we can certainly submit a request to **** for good will assistance on the customers behalf.

  Please let us know the date and time to schedule that service visit. We can provide a complementary rental car for the customer to help facilitate the transaction.

  Respectfully,
  Grapevine Ford Lincoln

  Customer response

  05/15/2024

  Complaint: 21648972
  
  I am rejecting this response because: I would not trust this dealership with any of my vehicles ever again. They had the opportunity to identify the issue and fix it when I brought it in and they never even checked the refrigerant level and instead told me it was fine. Before the cam phaser repair I never had a single issue with this vehicle and since the repair the ** didn't work and the dealership failed to diagnose the issue. The independent mechanic confirmed the issue with me in the car and then repaired the issue. I haven't had a single issue with the air conditioning since then. I have a copy of Grapevine Ford's service record from the time I brought in the vehicle to have the ** system inspected and nowhere in the report is there any mention of them checking the levels. 
  
  Regards,
  
  *************************

  Business response

  06/05/2024

  June 5, 2024
  
  ************:
  
  With regards to BBB Complaint #******** concerning the customers A/C system performance, please note again -the A/C system was neither accessed/removed nor otherwise compromised during the replacement of the camshaft phasers. Our certified technicians are required to strictly adhere to the manufacturers repair guidelines and instructions.They did not deviate from those guidelines/instructions while working on the customers car.
  
  Three months after the camshaft phaser replacement, the customer returned with an air condition performance concern. At that time, duct temperature readings were taken and were confirmed to match the control panel settings. The A/C levels were not checked because 1) the lines were not accessed for the previous repairs, and 2)the temperatures monitored were within rangethe customer did not pay for a complete A/C system diagnostic test.
  
  In response to the customers visit with an independent repair shop - we cannot verify what was found or what was stated. In our experience as certified representatives of the manufacturer,we present all facts and data to customers in the hopes of providing accurate and cost-effective repairs. The air conditioning system on automobiles is a sealed system. Checking or recharging the levels is not an actual repair and will only prolong the inevitable failure of the faulty component as the source of the malfunction.
  
  The customers complaint is more indicative of correlation as opposed to causation. We did not access the sealed A/C system during the initial repair, and months later, a separate and unrelated condition surfaced.
  
  We do not want any of our customers to feel like we dont support them during the ownership and maintenance of their vehicles. We are willing to help if the customer elects to give us the opportunity and will leave our offer open if the customer experiences an A/C system failure in the future.
  
  We hope the customer finds this explanation reasonable, and also accepts our efforts as accommodating as we cannot provide further recourse at this time.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was forced to purchase a ************** Agreement and a MPP Protection Plan when I purchased my new **** F-150 on 03/12/2024 both plans add $3284.00 to my contract with **** Motor Credit and I have read my contract and it states that these purchases are not necessary to purchase a vehicle from Grapevine Ford Lincoln, but before signing the contract I informed ************************** that I did not want either of these products several times but that didn't matter, he informed me several times that adding these products to the contract would not increase my payments and I would be covered if the vehicle was stolen or any mechanical problems would occur that were not covered under the **** Factory bumper to bumper warranty again I said no but he would not proceed or move forward without adding these to products to the sales contract I protested and said no but it was clear to me that i would have to leave the dealership without the vehicle that I wanted and I was told by my salesperson this was the only one available in the color I was looking for with black interior and with two wheel drive, I was made to feel that this deal was not going to happen unless I agreed to purchase these items that have absolutely no value to me and sign the contract.

  Business response

  04/19/2024

  April 19, 2024
  
  Ms. Cabrini,
  
  With regards to BBB Complaint #******** regarding the LoJack and MPP concerns, we appreciate the customers business and are grateful that he brought this to our attention.We apologize if the paperwork and contracting portion of his vehicle purchase was not explained thoroughly, or if our standard and optional products or policies were misrepresented in any way. We offer numerous vehicle accessories, warranty coverage plans, and additional ways for our customers to protect their investments. This can become overwhelming or confusing if not presented properly; but these are offered in hopes of extending convenience, peace of mind, and to further protect our customers and their vehicles during ownership.Ultimately, our goal is to inform and educate so the best decision can be made;we never want any client of ours to buy anything they dont want or to leave here without feeling entirely confident in their purchase.
  
  We welcome the opportunity to provide assistance with canceling the additional warranty policy. Please note, however, that some of our vehicle accessories (i.e. LoJack) are considered pre-loaded items and are installed during the dealerships vehicle inspection and check-in phase. These particular products are added to all of our inventory and remain on the vehicles to point of customer delivery for proper function and value added protection.
  
  We are available for any questions or concerns with the customers purchase and to offer any further assistance as required.
  
  Respectfully,
  
  Grapevine Ford Lincoln

  Customer response

  04/23/2024

  Complaint: 21580420
  
  I am rejecting this response because:Grapevine Ford is willing to break the rules as long as there is profit to be made on LoJack and Mpp Warranties.  I have a copy of three seperate contracts included with my paper work and each and every one states it is not necessary to purchase LoJack or MPP warranties to make a vehicle purchase.  The Question that remains is if its not necessary to purchase these items LoJack and MPP Warranties to make a vehicle purchase then why after protesting and saying NO several times and refusing to sign and hesitating to sign WHY am I STUCK with em both.  Grapevine Ford states the Ultimate goal at the dealership is to inform and educate so the best decision can be made,  I said NO  serveral times 

  Grapevine Ford states they don't want any client to buy anything they don't want, after making the complaint to BBB *********************** contacted me by phone, I informed him of what happened in the finance/business office and he told me There will be NO REFUND of LoJack
  
  Regards,
  
  ***********************

  Business response

  04/25/2024

  April 25, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the LoJack concern, we apologize if the customer felt misled or confused about the accessories and additional coverage policies we offer. Although the customer says he responded no to these items, he still chose to move forward with signatures which indicates his approval even after detailed disclosure of these additions to his vehicle purchase were provided.
  
  Our Finance Director called the customer and discussed what we would be able to do. We have provided assistance with cancelling the *** warranty in question; however, we cannot provide recourse for the permanent LoJack accessory that comes pre-installed on our vehicles.
  
  We are available for any questions or concerns with the customers purchase and to offer any further assistance as required.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  

  Customer response

  05/01/2024

  Complaint: 21580420
  
  I am rejecting this response because:
  
  Regards,   In the latest response from Grapevine Ford Lincoln a portion of the response reads we cannot  provide recourse for the LoJack accessory but in the previous response it clearly states that Ultimately our goal is to inform and educate so the best decision can be made; We never want any client of ours to buy anything they don't want or leave here without feeling entirely confident in their purchase.  I consider myself a client of Grapevine Ford Lincoln I'm clearly not happy with being forced to purchase LoJack and an MPP warranty to complete the purchase I made, the contracts for MPP and LoJack both clearly state it's not necessary to buy either one of these items but LoJack is installed on each and every vehicle for sale at Grapevine Ford Lincoln so this tells me Grapevine Ford Lincoln has no regard to those particular words on the contract and you can't buy a vehicle without LoJack installed.  Not necessary to make a vehicle purchase should be removed from the contracts of MPP and LoJack    Why not let the customer decide what they want on their vehicle, I've done everything I could to avoid MPP and LoJack yet here we are.   I absolutely love my Truck I'm enjoying it this is my Fifth F-150, so as far as I'm concerned **** makes a great Truck but I will never visit Grapevine Ford Lincoln again I get compliments on my Truck all the time but the first thing out of my mouth is Don't do business with Grapevine Ford go someplace else any other **** dealer not Grapevine Ford.
  
  ***********************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** Explorer repair completed on Nov 14, 2023. Although vehicle had ****s extended service plan, and my **** Customer plan number was loaded into ********************** service system from a previous repair, upon picking up the vehicle, I was told it does not cover my repair. Repair bill was $73 in parts, $843 in labor fees and taxes, totaling $916. Flat rate labor time by **** Service Division Corporate for that repair later determined it should have been a1.8 hour repair, thus, I paid over $400 an hour for labor. Calm but furious, I paid the $916, got my vehicle and left dealership. The next day, Nov 15, I contacted **** Motor Corporate Customer Service center, and was told the dealer was wrong, my repair should have been covered, but the dealer did not follow the process to get pre-approval from **** Customer Service. So claim was denied because of the dealer!!!! I contacted the dealer immediately, on Nov 15th. Finally after two weeks of investigation, on Nov 28th, I received a text message from dealer saying yes, they had made an error. To correct the error, a check for $916 would be issued after they reprocessed the extended warranty claim. Three weeks later, Dec 18th, I received text msg, a check for $916 would be forthcoming. On Dec 28th, I was told a check will be in the mail ASAP. A month later, January 23rd, 2024, I made an inquiry and sought an update on the check status. As of today, January 29th, no information has been received. It has been 11 weeks since I paid my $916 repair charge, nine weeks since I was told they made an error, and eight weeks (two months) since I was told a check is forthcoming. The check is in the mail?

  Business response

  02/13/2024

  February 13, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the refund check for the warranty repair for which the customer had erroneously been charged, our Service Director reached out to the customer to discuss and resolve the issue. The work had been covered under warranty, so the customer should not have been charged. Therefore, he will be refunded the full amount as expected.
  
  We apologize for the error and appreciate having been given the opportunity to resolve the issue.
  
  Thank you and we look forward to providing service in the future.
  
  Respectfully,
  
  Grapevine Ford Lincoln
  

  Customer response

  02/22/2024

  Complaint: 21214191
  
  I am rejecting this response because:   They promosed my refund twice now...once during the last week of December, and again on February 13th as noted in the BBB history.  On Feb 13, I was told I would receive a check "probably within 3-4 days", as dealership service director V "was going to go take care of it right away."  I left a voice mail yesterday (day #9) asking for an update, or stating I would come pick up the check if it has not been mailed.  I have received no response.  It has now been 10 days.   This dealer is 6.7 miles from my house...one day mail service.  One should have no trust in this dealer at any level of business regarding any commitment they make.   

  
  Regards,
  
  ***************************

  Business response

  02/26/2024

  February 26, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the refund check for the warranty repair for which the customer had erroneously been charged, our Service Director delivered the check to the customer at his residence today.
  
  Again, we apologize for the error and appreciate having been given the opportunity to resolve the issue.
  
  Thank you and we look forward to providing service in the future.
  
  Respectfully,
  
  Grapevine Ford Lincoln

  Customer response

  02/27/2024

  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

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/26/23, I called Grapevine Ford to schedule yet another service call for my 2021 **** F-150 King ****** Since I have owned it, I have had multiple issues with the roof leaking after storms come through. The issue is random and does not always happen, but when it does, it soaks my driver seat. The water comes through my driver seat overhead speaker. Twice, this issue was reported during warranty. Twice, Grapevine Ford supposedly fixed it. It happened again in October so I called to get them to look again, since the issue was not repaired under warranty as I was told. I explained this on 10/26/23 and was told it would be covered under powertrain. It should be covered since it was not fixed under warranty as initially stated.On 11/8/23, I took the truck to my scheduled appointment and was told by *************************** that it would not be covered under warranty because "it's not under warranty." Despite the repair never being completed the TWO times it was taken for warranty work, this was the reason given. The most I was offered was a waiver of the diagnostic fee and a hope that maybe, if something was found, that **** would cover under warranty. He said there were no promises for this though, as **** would determine if the work would be covered. I was also given a number to call ****, and I spoke with **** on 11/9/23. **** told me it is up to the dealership to specify what is and isn't warranty work, and tat the dealership, not ****, makes this decision. **** also said they spoke with ******* and asked him to call me.After not hearing from *******, I called and left a message asking for a call on 11/14/23. He has never called. No one else from Grapevine Ford has either. I should not be out (or risk being out) ANY money for warranty repair that was NEVER completed. After rain this week and yet another soaking seat, I am still dealing with the issue that was not fixed twice under warranty "repair." My next step is to consider lemon law claims. I just want this fixed.

  Business response

  01/04/2024

  January 4, 2024
  
  ************,
  
  With regards to BBB Complaint #******** regarding the roof leak on the customers vehicle, we apologize for the frustration of repeated concerns. Our next step would be to diagnose the issue and find the cause for the concern. Once that cause has been established, we can open a financial assistance request with ****************** for coverage.
  
  With the history of the ongoing issue and repair history, we feel ****************** will assist with repairs. We, of course, cannot be sure of assistance until we get to that point.
  
  As a goodwill gesture to the customer, we would be willing to diagnose the concern at no cost.
  
  We request that the customer let us know a good day and time to drop the vehicle off for assessment and we will do all we can to help in this matter.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a jeep from Grapevine Ford along with the gold warranty from MVP jeep. When my Jeep broke down, I called Grapevine Ford and they told me that they do not work on Jeeps and to call the warranty and they search my name up in the system to see that my car was under warranty and gave me the phone number to give them a call when I called the warranty myself they told me it was very unprofessional for the customer to call and that I should not be calling. They still went on ahead and service me. I sent my car to AutoNation. And they contacted my warranty and told them everything that was going on with my vehicle after that the warranty sent out an inspector to make sure that they could cover my vehicle and after that they said they could not cover anything even though I am under warranty Ill call Grapevine ford To let them know what was going on and they told me that my car was not under warranty and no one is answering my phone calls. I have been trying to contact the finance department, but no one seems to get back to me. Im just trying to figure out my warranty my car has been in the shop going on a month and I have lost my job due to the situation. People that I speak with at the dealership have very nasty attitudes and they act as if they do not want to deal with me or my situation when all I want is answers, they sold me a Jeep that have been taken out on trails and through the ***** and whatever damages it has, I am expected to pay out-of-pocket for everything even though Im only going to work and home its really not fair

  Business response

  06/23/2023

  June 23, 2023
  
  ************,
  
  With regards to BBB Complaint #******** concering the customers need for information regarding the warranty on her vehicle, we apologize for any delay in providing that information to her.
  
  Our Finance Director has been in communication several times with the customer since Monday, 6/19 with regards to the vehicle she purchased nearly 2 years ago. At the time of purchase, it had 84K miles on it and an additional 26K miles was added since then.
  
  Our Finance Director informed the customer that MPP waranty covers the motor mounts but wil not cover the lower control arms due to heavy rock/impact damage. The customer can report these to her insurance provider. The customer thanked him for for getting back to her so quickly with the information.
  
  Again, we are sorry for any perceived delay in providing this information to the customer and appreciate her business.
  
  Respectfully,
  
  Grapevine Ford Lincoln

  Customer response

  06/23/2023

  Complaint: 20182922
  
  I am rejecting this response because: I talked to someone from finance only once and the other times finance only took my name and number. DO NOT LEAVE OUT THE **** THAT GRAPEVINE FORD SOLD ME A WARRANT THAT MY CAR *** NOT BENEFIT FROM. MY VEHICLE IS A MODIFIED VEHICLE AND THE MANAGER FROM THE WARRANTY SAID THAT GRAPEVINE FORD OWES ME BECAUSE IF HE WOULD HAVE KNOWN MY JEEP WAS A MODIFIED JEEP IT WOULD NOT HAVE BEEN ACCEPTED UNDER THE WARRANTY IN THE VERY BEGINNING. WHAT AM I PAYING FOR A WARRANTY THAT I CAN NOT USE? 
  
  Regards,
  
  *************************

  Business response

  06/27/2023

  June 27, 2023
  
  ************,
  
  With regards to BBB Complaint #******** in which the customer rejected our initial response, please note that all our vehicles must pass inspection before being released for sale. Therefore, we would never sell a vehicle in a condition less than acceptable.
  
  Please note that our management team contacted MPP to confirm coverage and learned that the only contact MPP shows to have with the customer was a status call. The warranty that the customer purchased for her Jeep does indeed cover her modified Jeep.
  
  MPP indicates that the lower control arms were not denied due to the Jeep modifications, but were denied due to the abuse/heavy rock (impact) damage on and around the failed components, as indicated by a 3rd party inspection company. The customer can report those to her insurance provider.
  
  MPP will cover the motor mounts separately because the 3rd party inspection company deemed them not to be damaged.
  
  We are sorry that the customer feels that we acted in a less than honorable way. We hold ourselves to a high standard of ethics and service and would never allow anything less.
  
  Respectfully,
  
  Grapevine Ford Lincoln

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 8, 2023 took my car in for a check engine light found out it was the catalytic converter I was told my car was ready on May 1, 2023 I picked my car up on May 6 when I picked up my car the check engine was still on. I told the service advisor that if its still on in a couple of days I was coming back the light was been on for over 3 weeks now I have called a dozen times which is totally unreasonable only one person has called ********************* which he said that my service advisor ************* would call me back I have not heard from him or anybody else about this issue.

  Customer response

  06/07/2023

  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,
  
  *************************

*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. ↩