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Initial Complaint
04/12/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a new Lincoln Corsair Grand Toiuring automobile on or about 11/14/22. Prior to the purchase I had assurance from the seller the car could be service anywhere in ther *** as it came with a bumper to bumper waranty. It was the only reason I made the purchase from this Automobile dealer as I live appoximately 125 miles away.Grapevine Ford Lincoln installed a towing hitch and charge me about $1200 (more than twice normal) on the car before I took possestion. Now there is a problem with the wiring on the towing hitch. I took my car to the local **** dealer who also services Lincoln last Thursday 04/06/23. They would not warranty the issue and quoted me a minimum of 3 hours or about $400.00 just to look into the problem. I left without service seeking help from Grapevine Ford Lincoln.Now I cannot even get them to call me back and I have left several messages with their service, sales and other departments. I want the warranty they sold me and assured me of having.Thank you for your help in resolving this matter.Sincerely,*****************
Business response
04/13/2023
April 13, 2023

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

With regards to BBB Complaint #******** regarding the wiring issue with the towing hitch installed on the customers new Lincoln Corsair, our Lincoln Director has contacted the customer to inform him that we will handle the repair. We will pick up the vehicle, repair the wiring problem and deliver the vehicle back to customer

We are sorry for any inconvenience the wiring issue *** have caused the customer. We appreciate that he purchased his vehicle from Grapevine Lincoln and also 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
04/14/2023
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,

*************************
Initial Complaint
02/28/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We bought a brand new expedition on 12/29/2022 and it had issues with the camera and sensor system. We were told by our salesman that it was a system update and as soon as we set up the wifi hotspot on the vehicle it would fix itself (attempted fix 1) . After a week of owning it, the system update did not resolve it. We scheduled it for service and after Grapevine ford having it over a week, tells us the camera went on a National back order and we needed to turn the loaner back in. I stated I wanted them to keep the broken car until it was fixed and my salesman threaten that they would probably just roll back the deal. Eventually (same day) Grapevine Ford forced us to return the loaner and told us they would call. 3 weeks went by and we were told the camera arrived, we drove it back to the dealership (attempted fix 2) and were told it was not the camera but now a VIN specific module that they didnt have on hand on and needed to order which would take a week. During pickup the service manager, didnt really care about my problem. He asked me what I wanted him to do about and I asked what could he do and his response was there is really nothing we can do. Now after waiting another week for a part, our service person says there is no update and still nothing we can do.
Business response
03/14/2023
March 14, 2023

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

With regards to BBB Complaint #******** in which there is an issue with the camera and sensor systems on the customers vehicle, we apologize for any inconvenience experienced due to this problem.

Our service management team has dug into this issue and confirmed that the part needed for repair is on backorder. Unfortunately, it is on backorder with no established ETA.

We have made every effort to acquire the part for repair and have already escalated this case to the highest level with ********** Company.Unfortunately, as of today, there still is no release date.

If the customer would like, we can open a case on their behalf with **** to seek assistance for time out of vehicle and inconvenience.

We appreciate the opportunity to resolve this issue and will repair the vehicle as soon as we can acquire the needed part.

Respectfully,

Grapevine Ford Lincoln
Customer response
03/16/2023
Complaint: 19511582

I am rejecting this response because: Grapevine Ford said they already opened such case with corporate on our behalf and again, have not provided not one single update. When I was told my part was ordered, it was not mentioned that the part was on back order but it would be in, in exactly 1 week. Still almost one month later- we can not get any service person on the phone - not even our assigned specialist - *****? I have left several voicemails, pages, and messages through the call center with zero call backs. I know this has made its way all the way up to the **** Chaz, and still no one from management has reached out. I do not feel safe driving a large SUV that does not function correctly. The camera system and the sensors are one of the reasons I chose this vehicle. My bluetooth and handsfree hardly work but we can't get service on the phone to report the problem!!! Grapevine Ford has made ZERO attempts to right this wrong. I have been sold a bad car. I am being forced to drive a bad car. Since there is no ETA, I want them to take and hold my expedition and provide me with a SUV exactly like the one I have until all the safety features including the camera system/sensor system/handsfree/bluetooth/apple car play issues of my car can be used properly on top of being compensated for being sold a bad car.

Regards,

Sequoia ******
Business response
03/16/2023
We are sorry that **************** does not recognize out efforts. We will continue to work closely with **** to priorities the parts to fix her vehicle. If it was up to us, it would have been fixed long ago. Thank you for your mitigation.
Customer response
03/16/2023
Complaint: 19511582

I am rejecting this response because:Here we are again, Grapevine Ford doing nothing on their end. What are the next steps of escalation since the dealership is obviously incompetent and not willing to do good and fair business in good faith? I would hate for Grapevine to continue to sell unsafe means of transportation

Regards,

Sequoia ******
Initial Complaint
02/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'm very disappointed in the services at Grapevine Ford. The lack of integrity at that dealership and the dishonesty. I have never done business at a dealership of this caliber and been misled. Now, I have to file on my insurance pre-existing damage. If not, I have to come out of my pockets roughly 5k.I will be filing a complaint with every agency that deals with dealerships in the **************. I will utilize my resources and connections to make sure no one is done like this again by grapevine Ford. I will contact the news, use social media outlets ( I have a large audience on social media), and leave a review with BBB and North ***** dealership services. This is unacceptable and will be addressed professionally and with class.Feel free to have any of your big bosses who care enough about customer satisfaction to contact me in the next 24 hours before I get the ball rolling with filing my complaints. Thank you!!!
Business response
02/23/2023
February 23, 2023

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

With regards to BBB Complaint # ******** concerning the condition of the customers vehicle, our Pre-Owned Director has reached out to the customer to discuss the issue and resolution. We will repair the bumper and the customer has been provided with the contact info to be able to communicate directly with our Pre-Owned Director.

We apologize for any inconvenience the condition of the vehicle posed. We appreciate the customer's business and having been given the opportunity to resolve the issue. We look forward to providing service in the future.

Respectfully,

Grapevine Ford Lincoln
Initial Complaint
02/22/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We recently traded in our vehicle with this company and bought a Lincoln Navigator black label series that was supposed to be an excellent condition with no issues we received it with 300 more miles on it than stated scratches dents black stains all over the inside the company doesn't want to give us any resolve we paid to have a completely detailed they said they would fix it but now they're blaming it on the shipping company that they used we would like help trying to get this resolved.
Business response
02/23/2023
February 23, 2023

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

With regards to BBB Complaint # ******** concerning the condition of the customers vehicle, we apologize that the vehicle did not appear as represented in the video we provided prior to the sale. Our Pre-Owned Director has reached out to the customer and spoke with her husband. We will reimburse them for the detail work required to return the vehicle to its proper condition, as reprsented in the video.

We appreciate the customer's business and having been given the opportunity to resolve the issue.We look forward to providing service in the future.

Respectfully,

Grapevine Ford Lincoln
Customer response
02/28/2023
Complaint: 19443139

I am rejecting this response because:

We have received a call, but no action has been taking by the dealership. I did call and text yesterday. I am awaiting a reply once again.

The running boards are not operating properly. Upon arrival we noticed the dents & scratches on them & immediately notified the dealership. We were told they would correct this issue because they were not in this condition when we purchased. Upon trying the A/C Friday we found out that it is not working order. Rendering the "Mint" Condition Lincoln Navigator useless at this point with the current temps.
I have videos of the running boards not working, which have already been shared with management at the dealership.

Regards,

*************************
Business response
03/09/2023
March 9, 2023

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

With regards to BBB Complaint # ******** concerning the condition of the customers vehicle, we again apologize that the vehicle did not appear as represented in the video we provided prior to the sale. We are trading the customer out of the Navigator into an idential vehicle. Our Pre-Owned Director has been working with the customer and her husband to finalize the deal and then once a few items have been addressed and completed, we will ship the vehicle to them.

Again, we appreciate the customer's business and having been given the opportunity to resolve the issue.We look forward to providing service in the future.

Respectfully,

Grapevine Ford Lincoln
Initial Complaint
02/01/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/10/22 the business charged me an erroneous $2,000 for the purchase of a new vehicle. On 12/14/22 the business issued a refund of $2,000 that was never actually applied to my credit card. I spoke with *****************, the Finance Manager, who was incredibly rude and not helpful at all with regards to the refund I am owed.
Business response
02/02/2023
February 2, 2023

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

With regards to BBB Complaint ******** concerning the refund the customer states was not applied to his credit card, our Finance Director had contacted the customer for his credit card info; however, he had never heard back from the customer.

Therefore, our Finance Director has again reached out to the customer and this time was able to get the information. Therefore, the amount in question has been credited to the customers account refund complete.

We apologize for the delay and appreciate the opportunity to resolve the issue.

Respectfully,

Grapevine Ford Lincoln
Customer response
02/03/2023
Complaint: 18963949

I am rejecting this response because: the refund has not been applied to my credit card yet! Once applied then I will agree to close this complaint.

Regards,

***************************
Business response
02/10/2023
February 10, 2023

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

With regards to BBB Complaint ******** concerning the 12/14/2022 refund the customer states had not been applied to his credit card, the amount was again submitted for refund on 2/2/2023. Our Finance Director, in turn,forwarded a copy of the refund receipt to the customer.

Although we are confident that the funds have been credited or will be credited to the customers account, please let us know if otherwise.

Respectfully,

Grapevine Ford Lincoln
Initial Complaint
02/01/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Do not go here to get a vehicle. They sell lemons and refuse to even talk to you after. Grapevine Ford is aware of the loose laws protecting consumers and they take full advantage of it. While there the racist salesman makes ************************* jokes. My desperation in the moment forced me to continue with the deal although the warning signs was present. I have not even driven the vehicle 9k miles and it needs a new engine. Grapevine Ford refused to get me out of the vehicle or even supply a loaner. Until the lawsuit is settled I am paying for the vehicle from Grapevine Ford and the replacement vehicle at the same time. Either that or ruin the credit I worked so hard for. BEWARE OF GRAPEVINE FORD! If there are enough of us lets consider a class action lawsuit. Please respond to this review if you have had this same problem with Grapevine Ford. Its time to put a stop to this criminal treatment of consumers.
Business response
02/02/2023
February 2, 2023

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

With regards to BBB Complaint #******** concerning issues with the pre-owned 2018 ******* that the customer purchased from ********************** in November 2021, we are sorry that she has experienced problems with it since then.

From the most recent call the customer made to our dealership in December 2022, we understand that the engine seized up on her vehicle, so the customer took it to a ******* dealership for service. They informed her that there was nothing they could do to help her because Grapevine Ford Lincoln had sold her a branded title vehicle,which means, the manufacturers warranty would be voided and she would have to pay out of pocket for a new engine.

Our Pre-Owned Director checked the CARFAX Report and Auto Check Report to verify the customers concerns about the vehicle being a branded title however, both are clean.Please see attached reports.

Our Pre-Owned Director also attempted to contact the customer to try to get more information about what exactly the ******* Service Advisor had informed her regarding the warranty on her vehicle. Although the manufacturers warranty may be expired/not cover her engine failure, the customer does have an **************** Contract through MPP which should cover the engine, depending on the cause of the failure. The coverage is valid through 11/5/2024 or ******* miles, which ever comes first. At the time of purchase, there was ****** miles on the vehicle, so it should still be covered.

Please note that the customer has contacted us and requested that we stop calling her. Therefore, we are not able to gather any more information to try to help resolve her situation.

Respectfully,

Grapevine Ford Lincoln
Initial Complaint
12/29/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 8, 2022, I took my car to the Grapevine Lincoln dealership for transmission repair. On July 19, I picked up my car. My car was brought to me by a service worker. I got in the car and drove off. When I got home, I picked up the key fob which was in one of the cup holders. That is when I discovered the silver part of the key fob was missing. I found that part under the driver seat. Obviously, it was thrown under the seat. I contacted the service representative via text and sent him a picture of the broken key fob. He replied and said he would look into it. He never got back to me. I followed up with a text on August 1. He never replied. On August 16, I sent a text and picture to another service **** ******************************** He never responded. On November 10, I called the dealership to file a complaint with a manager, but instead a message was taken. ****** called me later that day. He said he may have a key fob lying around his office that he can give me. He said he will look for it and call me back. He never called me back. I sent him a text on November 22 asking for my key fob to be replaced. He never responded. I have been a *******************/Lincoln customer for over 20 years. I've had 2 ********************* in the past 12 years. I spend hundreds of dollars with Lincoln each year. In 2022 I spent over $3500. This is how Lincoln treats a loyal customer. I would like ***************************************** to replace my key fob, which was broken by one of their technicians. I have to tape the key fob because the key no longer stays in the fob. It falls out. Shame on you Grapevine Lincoln! Shame on you!
Customer response
01/09/2023
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.
Grapevine Lincoln contacted me and replaced the key fob last Friday. The complaint has been resolved to my satisfaction.

Regards,

**********************************
Initial Complaint
12/13/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
December 12, 2022 I drove a vehicle on December 11, 2022 that I agreed to purchase on December 12, 2022. They priced the vehicle to sell which I agreed to buy on the evening of December 11th. On December 12, 2022, I asked that they send the paperwork to my credit union as I was approved for the purchase. Grapevine Ford refused to sell me the vehicle stating they had to run my credit to prove my identity. Considering there are other ways to prove my identity (birth certificate, proof from the bank, etc) all of which I offered and they still refused to sell me the vehicle, I can only surmise that this is a refusal to sell to me because I'm female.
Business response
12/21/2022
December 21, 2022
************

With regards to BBB Complaint #******** in which the customer suggests that the reason ********************** is refusing to sell her a vehicle is because she is female, that is incorrect and we are sorry that she feels this way. We actually would be more than happy to sell the customer the vehicle in which she is interested; however, in order to finalize the paperwork, it is necessary to verify her identity via a credit check and the customer does not agree. Our New Car Sales Director has spoken several times with the customer to explain our process.

Please note that our normal standard operating procedure to verify identity is to run a credit check on anyone who is serious about purchasing a vehicle from us. It is not something we run arbitrarily on random customers it is run on anyone who is serious about purchasing a vehicle.

Again, we are sorry the customer feels we are treating her any differently from the rest of our customers, but the matter of the fact is that we are indeed following the same process with her that we follow with all our customers.

Respectfully,

Grapevine Ford Lincoln
Initial Complaint
12/09/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
April 6, 2022 *******! Total paid New Abs Module installed . Service people said you need to calibrate the module by driving aver 100 miles. I have driven it over200 miiles and it does not function.! No brake lights and other rear lights function . This is a big safety problem. I cannot get *********** to call meback. I need to get it repaired or return $3493. I am 73 and get the brushoff from Grapevine Ford. Please **** solve my problem with my 2009 F150. It only has ***** original miles on this truck. I bought it new in. 2009
Business response
12/21/2022
December 21, 2022

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

With regards to BBB Complaint #******** concering the issue of the non-functioning brake and rear lights on the customers vehicle, we are sorry that the customer has been experiencing this problem. Our Service Manager contacted the customer who then brought his vehicle in for diagnosis. It was deteremined that the issue was not related to the *** module installation as the customer had initially suspected. Once the findings were presented to the customer, he approved the repair and we estimate the serivce to be completed this week.

Again, we are sorry for any inconvenience experienced due to the problems with the customer's vehicle. We appreciate having been given the opportunity to resolve the issue, appreciate the customers business and look forward to providing service in the future.

Respectfully,

Grapevine Ford Lincoln

Customer response
12/21/2022
Complaint: 18546111

I am rejecting this response because:Grapevine Ford never checked my truck when Ipaid them **** dollars to see if all was good. They turned the truck to me and Iwent to get it inspected and found that brake lights and tailights did not work. They have no qualty control on repairs. Big mistake by them not to check basic operations of the vehicle of brake lights and tail lights. So i had to take it back and tell them. costing me additional money and use of my truck. Their response is a coverup of their resonsibility as they should have found these basic issue of no lights.SAFETY is not a goal at Grapevine Ford. Overcharge the customer is their goal and shove the customer out the door is. ******************* Manager is the problem. Service Advisor ********************* is a breath of fresh air. But look at their trend of complaints and it will not change as long as they are lying about the truth a** ********************* does. He will not call me back today!??

Regards,

***********************
Business response
12/26/2022
December 26, 2022

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

With regards to BBB Complaint #******** concerning the non-functioning brake and rear lights on the customers vehicle, our Service Manager contacted the customer to discuss his concerns. At this writing, the issue has been diagnosed and the repair has been completed, free of charge.

Again, we are sorry for any inconvenience experienced due to the problems with his vehicle. We appreciate having been given the opportunity to resolve the issue, appreciate the customers business and look forward to providing service in the future.

Respectfully,

Grapevine Ford Lincoln
Initial Complaint
10/31/2022
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Purchased this truck in June 2021, have had problems since the day we bought it. Has been in Grapevine Fords shop numerous times for the same issue's over and over. They have yet to fix the problem, I have asked them to use there ************** and i have reached out to **** since they wouldn't to get to the bottom of the issue. To date they have replaced ***'s, check value, reprogram pcm, purge valve, fuel tube support, tccm calibrate, vcts, cam shaft all of which did not fix the issue. We picked up our truck one day to find the battery completely dead, head lights wouldn't turn off, every warning light on. In addition they broke our brake controller and had to pay for that. This is unacceptable, they knew this truck had issues yet still put it on the lot for sale. The truck has since been taken to a **** dealership in Decatur and low and behold within 48 hrs they found the issues. The check valve Grapevine claims they replaced was leaking, IWE they claimed they replaced was bad. To top it off the popping noise I have told them over and over about is a transmission issue. All of these problems since we purchased this truck, this is the second vehicle Grapevine ford has screwed us on, first was a suburban they never should have sold that lived in there shop. I have dealt with *********************** numerous times he knows the entire story. This is unacceptable and if I have to come out of pocket for these transmission issues and pay yet another warranty deposit Grapevine needs to compensate me for them. They have had multiple chances to get it fixed, they don't care you are just a number to them and its not fair. Its currently in the shop in Decatur having all the issues fixed since I couldn't trust Grapevine Ford to get it done. Year of dealing with this and 48hrs of another dealership getting to the bottom of it.
Business response
11/08/2022
November 8, 2022

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

We apologize for all of the concerns that have been encountered. We put every pre-owned vehicle we sell through a comprehensive inspection process to ensure safety of the vehicle. Additionally,we offer mechanical protection plans for purchase in Finance to cover unforeseen mechanical defects that *** fail after purchase. Fortunately, in this case, it appears that a plan was purchased by the customer.

Our records show that the first visit referenced by the customer was nearly 3 months after purchase. We do see multiple visits over the span of 1 year for different mechanical failures, but none that would be attributed to the repairs we performed or could have prevented.

At this time, we dont see anything we could have done to foresee the events that have happened.

We can certainly look at the expense incurred after the vehicle is repaired to see if we can help or get assistance from ****************** on behalf of the customer.

Respectfully,

**********************
Customer response
11/08/2022
Complaint: 18321723

I am rejecting this response because:
Its very clear that this was not read and addressed the vehicle has been in there multiple times, you can reach ***** in service to verify. The issues was never fixed, over and over we complained that the noises were still there. Also if this was researched you would see that we do have the ************* warranty however that is not the issue. The issue is you all never fixing the problem after it had been in with yall multiple times. Until i finally got sick of dealing with your dealership as it was clear yall werent will to attempt find out or work with **** directly to resolve. After i asked multiple times. I have dealt with *********************** on more than one occasion. I have all the dates it was in your shop and the work that was supposedly done. My sales guy even took possession of the vehicle late on Friday bc the lights would not shut off. So he gave us a car off the lot to drive. The time i picked it up and it was completely dead. The issues go on and on. So the response received did not come close to addressing what yall have done. Please due further research with *****, *******************, and the guy at check out who had to step in.

Regards,

*******************************
Customer response
10/25/2024
Complaint: 18321723

I am rejecting this response because:
I dont think you are understanding, extended warranty was bought. This is the second faulty vehicle you all have sold, **** ******* is aware. The vehicle has been brought back to service multiple times and yet to be fixed, causing me to be out $4,950 and here we are again its back in the shop for the same exact reasons. Currently sitting a Grapevine Ford again bc they cant figure it out. How many times does someone have to bring a vehicle in and request you to involve **** if you cannot figure it out. Then on August you all had the vehicle for a month sudden its the transmission after i had been asking forever for that to be looked at and conveniently its the transmission after the warranty goes out, and yet that still didnt fix the issue. The reviews against Grapevine Ford are atrocious, they dont care you are just a number to you all. Its time to take ownership either reimburse my $4,950 that would have been taken care of under warranty all the other times i brought it in, fix the vehicle with ****, or pay it off and take it as yalls loss. You should never sell a vehicle that has this many problems you are unable to fix. Its been there since Tuesday, dead on the service drive floor yet no one can figure it out. RIDICULOUS!

Regards,

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

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