Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:13/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At Murphy Ford — ??Please share and help us get our truck back!??Ford Canada
  
  It's almost 8 months and we are still waiting on our Ford f-150 to be fixed until we receive the catalytic converter it’s continuing to sit at ******* ********* in pembroke.
  
  December 28th 2022 ***** * ****** brought our 2018 Ford F-150 to get spark plugs changed and a pinion seal replacement witch was covered under our extended warranty at Murphy Ford in Pembroke!
  
  ***** then left with a rental to do his thing and Murphy Ford said they would call him when the truck was ready. Hours went by and we haven't received no call or news on our truck... so ***** went back to the dealership to see our truck parked in a different place then where he originally left it.
  
  The windshield was broken and the roof of the truck was all dented... Murphy Ford then told ***** that snow/ice had fallen from their roof of the building and damaged our vehicle... we then had to open our insurance because Murphy Ford would not cover the costs of the damages even though it was damaged after they fixed the truck and were the ones to park it in the place where it was then damaged by the ice from their building! We requested camera footage of what happened to our vehicle because due it to happening in a parking lot they said it’s would have to go under our insurance.
  
  They then told us they would cover the deductible which again I don't think we should have had to open our insurance in the first place considering the damages happened on their property and where they placed it after fixing it.
  
  They then sent our truck to ******* ********* in Pembroke where our truck should have been in good care and monitored. Next thing you know we are getting a call saying someone stole our catalytic converter out of our truck and another insurance claim needed to be opened through our insurance. At this point it was What I call a bunch of ********!
  
  It's now 7 and a half months and we are waiting for this Catalytic converter and I've been calling often to get updates and all I keep getting is the part is on an emergency list with no estimated time of approval for the converter to be in.
  
  Yet Murphy Ford sells trucks everyday and makes sales on there trucks but, refuses to give us a catalytic converter and let one of those frigging trucks sit.
  
  Right now it's 7 and a half months we are paying on a truck we don't even have and our insurance is going to go up because of having to not open 1 but 2 claims! and soon enough we will be out of coverage for a rental vehicle all because
  
  I think this is an absolute shame, I think Murphy Ford should of covered the costs so we never had to open our insurance and I also think if they would have fixed these damages and never moved out truck this could of all be avoided!
  
  @Murphy Ford should be the ones making our truck payments until we get our truck back and I also think they should be paying for our rental not our insurance… since there obviously not in any rush to get us our catalytic converter and they arnt losing any money because there trucks they have on there lot still continue to be sold and driven off the lot! ??
  
  I’ve also been waiting to hear back from **** ******* ******* since demanding this to them and still have heard nothing!
  
  All I have to say is Shame on you

  Business Response

  Date: 24/07/2023

  **** **** our ***** ********** ******* has since been in contact with the customer to get the issue resolved.

  We have provided other options to get the vehicle operable in a more timely fashion. The vehicle will be returned to the customer on the week of 7/24/2023.

  The customer has requested that we complete an oil change, tire rotation and brake service at no charge before returning which we have accepted to do.

  Murphy Ford will also be offering $500 of Ford Pass Reward Points to go toward Parts/Service/Sales at any Ford dealership in Canada if they choose not to return to our location.

  Thank you

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

  Murphy Ford