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:02/23/2023

  Type:Product 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.

  The merchant failed to repair my truck after several attempts and subsequently proceeded to provide fraudulent documents of rendered services and replacement parts to my insurance provider USAA that resulted in a denied dispute. I had to take my truck to a second repair service company to replace and repair the damages caused by Boulevard Ford Lincoln Georgetown. We are seeking 100% refund of services and parts and the cost to replace and repair additional damages to our fog light wiring.

  

  Business Response

  Date: 03/10/2023

  We
  are responding to ID #19457096.  The
  vehicle came to us on 9/20/22 for a second opinion.  We received codes as
  listed on front of repair order.  Many are “U” codes, which are
  communication codes, that could be caused from low voltage.  Several are
  related to timing repair.  Once replaced, we would clear codes, then
  rescan PCM.  Back of RO does state hole in exhaust, however no codes were
  present at time.  We performed timing work.  Vehicle came back and
  had a check engine light.  We replaced plugs, coil, and components that
  failed, all no charge to the customer. 
  
  After
  this, we never had vehicle back for any reason/concern.  On Feb 23rd 2023, the customer called our dealership and spoke to our Service
  Manager.  She stated she authorized over $8,000 in various repairs at
  another dealership.  We asked for, documentation and parts since the
  repair was done four months prior.  She did provide us with the ROs, but stated
  no parts, pictures or videos were taken or provided.  We had no knowledge
  or opportunity to make right on these repairs if there was a concern after the
  last visit.  As previously documented, we did have a concern regarding the
  check engine light, but we made that right and had not heard from the customer
  until February 2023, which was four months later. 
  
  The
  customer apparently attempted to reverse charges on credit card, but too much
  time had elapsed.  She also contacted her insurance company to file a
  claim for repair.  She states we filed fraudulent information, but we were
  never contacted or given any information on who her insurance provider
  is.  Insurance denied claim due to repairs were different than
  provided.  We never were provided any information and did not provide any
  documents. 
  
  Regarding
  the fog light, on the repair order, our technician noted that “note have to
  disconnect aftermarket wiring that was wired into cooling fan assy.” In other
  words, when it came to us, it was not wired properly to start with, and the
  technician was not going to re-wire it the way it was.  Disconnecting the fog light was necessary for
  repairs we were doing since the wiring was done wrong, but the customer did not
  give authorization for us to re-wire it correctly, so we did not. 

  Customer Answer

  Date: 03/12/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Good afternoon,
  I have attached verification of damages caused by  Boulevard Ford Georgetown for your review. My husband and I are requesting a refund for amount of $5,695.00 as a result inadequate service and damaged equipment and park related to services performed and listed in detail on invoice close out date of 10/07 22. We are disputing the dealership‘s claim of no being given the opportunity to correct the damages with provision of attached text messages to verify service appointment  on three separate dates in which the dealership failed to correct the damages and provide adequate service that are listed in the invoice dated 10/07/22 which is the close out dat. As a result we took our truck to Hertrich Ford and the damages caused by by Boulevard Ford Georgetown are listed in the attached document. 
  Regards,
  Complaint ID: 19457096
   
  
  
  
   

  

  Business Response

  Date: 03/22/2023

  We
  are responding to ID #19457096.  The
  customer has been in our service department regarding this vehicle twice.  The first repair order was opened on
  9/20/2022 and closed on 10/7/2022.  The
  second time was when the vehicle had to come back because of a check engine
  light.   As mentioned in our first
  response, we replaced plugs, coil, and components that failed, all no charge to
  the customer.  That repair order was
  opened on 10/14/2022 and closed on 10/28/2022.  After this, we did not see the vehicle or hear from this customer again
  until months later when she spoke with our Service Manager.
  
  The screenshot
  that was attached of the email from 10/26/2022 is an appointment
  confirmation.  These are sent out when a
  customer makes an appointment to confirm the date.  This customer made an appointment on
  11/4/2022 at 8am either online or via our call center.  We never saw this customer on 11/4/2022.  Per the other dealership repair orders that she
  shared with our service manager, the vehicle went to another dealership on
  11/3/2022.
  
  As stated
  in our first response, we had no knowledge or opportunity to make right on
  these repairs if there was a concern after the last visit.  Any mention of this was brought to our
  attention months later.

• Initial Complaint

  Date:09/24/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I purchased a 2021 f250 6.7 diesel 4 door truck and traded my 2011 f250 6.7 diesel extended cab truck on 8\25\22. Upon signing the paperwork I was given a "we owe you" that was to include a 2nd key for the new truck. This was supposedly ordered 3 weeks ago I still haven't seen it. I recently hooked up my camper and drove to the campground. While driving it I noticed I had quite a bit of tire roll. After getting home I went to Furrs tire in Dover DE and asked why I had this issue. They told me the tires were not rated for this truck and they were inflated 8psi over the max inflation to keep the tpms sensors from throwing a code or warning. Now I had to order $1,200 tires to accommodate the trucks capability. I have called, emailed, Facebook messaged and text my sales person (Tykee) and even asked for the manager or president of the company to call me. Nothing has been resolved and I have had zero response from anyone there yet. I'm a very reasonable person and would like to get this resolved but to not even respond or try to respond is unacceptable and unprofessional.

  

  Business Response

  Date: 10/03/2022

  We are responding to complaint ID 18123146.  One of our managers spoke with the customer
  on September 24, 2022.  The 2nd key
  had been ordered. We had the customer send us the information for the tires
  that are on the truck so our service department could investigate this.  They confirmed those tires are what Ford
  recommends for the truck itself, but they are not recommended when it comes to
  pulling a camper.  Therefore, different
  tires would need to be purchased if the customer wants pull something like that.  Our general manager also spoke with the
  customer on October 3, 2022, to go over this.  The key is set up to be cut tomorrow, October 4th.  If the customer has any other concerns, they
  can reach back out to **** **** directly. 

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:

  
  

  I have contacted **** **** directly and he is supposed to be sending me a check for the $1,200 I spent on new tires I have already purchased and had installed. I'd like to have this claim retracted from the BBB and it's history if that's possible please. I feel as though the problem was corrected. 

  
  

  
  

  
  

  
  Regards,. 

  
  

  
  

  Complaint ID: 18123146