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:10/16/2024

  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.

  We purchased a 2024 **** Mustang on 7/27/24, and on 8/15/24 the car had a jerking motion when accelerating. It was taken back to the dealership to be repaired, and we were told we could pick it up on 9/6/24. We broke down on our way to ****** on 9/7/24, and this time we had several lights on. We called the dealership and spoke with the branch manager. She told us we had a catastrophic issue and needed to return it to the dealership. We returned the car going 40 mph as that was as fast as it would go on the highway. That was the last time we saw the car. They've told us about replacing coil packs in the engine, solenoids in the transmission, and several wiring harnesses in and out of the transmission. We still have no car. We attempted to have **** do a buy back, but they denied it due to the law that we have 3 or more vehicles registered in the state.

  Business Response

  Date: 10/21/2024

   

  Hello, 

  First I would like to apologize for the delayed response. I am out sick with pneumonia. 

  It is so unfortunate that the mustang that ************ purchased experienced such a mechanical failure so soon after their purchase. None of us could have anticipated that would happen. I met Mrs. ******* at the dealership and provided her with a vehicle to drive so hers could go into service. I attached the repair orders to show how our service team has worked hard to resolve these warranty repairs. We also went out of our way to assist ************ with documentation as they were working with **** towards a buy back request. Unfortunately, **** denied that request. 

  The warranty is with **** not the dealership. We cannot just refund the sale. That would set precedence that no dealer could sustain. Although they were uncooperative in exchanging the sales loaner that I graciously gave for the proper service loaner, I will continue to do everything that I can to assist them. My understanding is that our service **** was able to secure the needed part that had been on back order and repairs should be complete shortly.  

• Initial Complaint

  Date:07/17/2024

  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.

  I purchased the vehicle approx 3 yrs ago . I brought it in several times to try to get transmission problem fixed , they stated they fixed it , I was still having problems with the vehicle I brought it in , they said it was a wire , and they fixed it . I went to pick up car drive it down the road , and it was still doing the same thing, spitting sputtering hesitating. I called them To let them know , the car was still under warranty at this time . They told me they couldnt help me because the check engine light wasnt on . The check engine light came on a few months later by this time the car was virtually undriveable . I brought it in to ********, and they looked at it and **** told me , that the turbo was gone in it and it was so bad that it ruined the engine , and the catalytic converters . He stated that it has been obviously going on for a very long time . That he would rectify the situation and that he was the new manager the old one had gotten fired and he was there to fix all of the problems that had happened similar to mine. I have been going back and fourth with **** for a few months on repairs he stated he would replace the motor for free , and that he would contact the ****************** to see if he could get some help from them . He was hard to get a hold of and rarely returned phone calls. I called just a few days ago , and I asked to speak with ****. There was a new gentlemen who took o er for him who knew very little. He spoke with his manager ****, **** stated he could not help me . To back track at the time of my initial complaint my car was still under warranty , they misdiagnosed and now I am stuck with an almost $7,000 repair on a 2016 **** Escape that I Purchased from them when they were originally Rockland **** .

  Business Response

  Date: 08/01/2024

  We ********** repaired Ms. ****** 2016 **** Escape for a transmission concern (under warranty) on April 30th 2022 and the vehicle had ******* miles on it and never came back with a concern until September 19th 2023 which we also repaired (under warranty) and the vehicle had ******* miles on it, but it was a shifter cable problem not a transmission. All repairs come with a 12 month/12,000mile warranty. Her vehicle now has over ******* miles on it and is expecting us to repair her vehicle at no charge. She has driven over ****** miles and 2 years on a repaired transmission . I do not feel that we are at fault here and should not have to pay for any repairs on her vehicle. We also do not have any service records (oil changes, transmission fluid changes, coolant change, etc) on her vehicle as she does not maintain her vehicles regular services with us. We ********** have done all that we can to provide ************** with great service and unfortunately, due to the mileage and parameters or warranty specifications we can not assist her with help on this matter.
  Please feel free to reach out if there is any other information that is needed to support our case to maintain a good status with the BBB.
  Thank you,
  *********************
  VP of Fixed ****************************

• Initial Complaint

  Date:10/16/2023

  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.

  I am purchasing a 2020 **** f150 truck from key ford of rockland *****. I purchased the extended warranty for this vehicle. For the past year I have been complaining to **** about excessive oil consumption in my truck. They finally admitted there was a problem with the motor. They have submitted a request for a long block replacement of my motor which at this time I have no idea when it will be replaced. The mechanic explained to me that the last replacement took nine months to come in. I have reached out to the **** customer relations to ask them to buy back this vehicle they declined. I cannot wait for a replacement long block because I feel that this issue with the oil consumption has caused more damage to my vehicle. They say it doesn't qualify for the ***** lemon law but I feel due to the consumption of oil and further damages I should not have to pay for a vehicle that seems unsafe.

  Business Response

  Date: 10/23/2024

  Hello, 

  We replaced the engine in Mr. ******* truck under **** factory warranty. The work order was closed in 12/30/23. However, at this point the customer feels that there is an oil consumption issue with the replacement engine. We are working with Mr. ***** currently to follow the protocol set by **** to assist him with this issue. It is unfortunate that we cannot simply refund the purchase. All we can do is assist with the warranty and make repairs as dictated by the factory.