Complaints

This profile includes complaints for Wiscasset Ford Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wiscasset Ford Inc.

  378 Bath Rd Wiscasset, ME 04578-4637

  
• 

  Wiscasset Ford Inc.

  PO Box 253 Wiscasset, ME 04578-0253

  

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:01/09/2025

  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.

  Wiscasset Ford in *****,performed service for transmission problems on our 2017 **** explorer (which we had purchased there in 2022), on October *******. Right after, we traveled to ******* for the winter. The car was dripping something, so we made appt at AutoNation in *************, **. on Dec. 9th,2024. they found the previous work that was done by Wiscasset Ford was damaged by their mechanic. We could not submit the bill to our easy care warranty, as it was not mechanical, but human error. Wiscasset Ford refused to pay the bill in full, only paying $798.00 of the $1.123.19. they also would not pay the bill directly to AutoNation, but instead only would mail us a check, which caused us to have to pay the bill in full, ************ addition, we were without a car for the week that it was in the garage. Wiscasset Ford has caused us undue stress and frustration. They owe us $325.19, at the very least.I have documentation of all service invoices, the check and stub stating that they paid only a partial amount .Wiscasset Ford also broke 2 trim parts on our car on a previous issue. These parts are on recall, and the service department decided on their own, to remove them (without our knowledge ) even though the replacement parts are not yet available. These parts are not going to be available until sometime in 2025. In doing so, they broke both parts but put them back on the car, so when I drove down the road, the parts blew off. This took place on September *******.The recall parts are still not available, and *************. won't have them available until sometime in 2025. so I am driving the car with parts missing, and they have done nothing to correct their mistake. They should have replaced the parts until the recall parts become available, but did not. I filed a grievance case against Wiscasset Ford about this issue on October ******* with ******************, who simply forwarded it on to Wiscasset Ford, who did absolutely nothing.

  Customer Answer

  Date: 01/21/2025

  I have heard from the business in response to my complaint, and they supposedly are mailing me a check for the balance of what they owe , but have not received it yet. The other issue with the parts on our car, that their service department broke, have not been resolved. They claim they will hold the new recall parts for us, WHEN they become available, but have not offered to replace the broken parts until then. Meanwhile we are driving our car with the missing parts , which the letter from ****************** states we should not do .

   

  

  Business Response

  Date: 01/21/2025

  We had agreed to reimburse ***** a specific amount. $798.00. This amount was not the same as the Business in ******* had quoted her. The reason for this was that the business in ******* was including a service that is also included in the cost of the repair. We verified the estimate for the repair using ****'s labor and repair manual.

  When the job was complete the Dealer had in fact overcharged. A reimbursement check was sent immediately to *****. The difference in the amount paid versus what we reimbursed was $325.19. After receiving the check ***** contacted us disputing the refund amount. At that time we agreed to reimburse her the difference of $325.19 in the form of a credit for future work to be done here at Wiscasset Ford. She did not accept this and asked we refund her in the form of a check. She agreed to this on January 14, 2025. I notified her that there would be approximately a one week delay issuing the check. Which she was agreeable. 

  The refund has been processed and will be mailed on January 22, 2025.

  The parts that were damaged on her vehicle were damaged in the process of performing a **** Recall that requires a measurement of clearances between the moldings and the body of the car. Due to the measurement process these moldings are frequently damaged or broken. We ordered the replacement moldings for ******* car on September 18, 2024. They have not been received as of this writing (01/21/2025). **** as issued advice that these orders should be filled by then of January 2025. I have assured ***** that once received they will be held to install on her vehicle when she returns from ********

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  Wiscasset Ford is NOW, after all my time and frustration, compensating the balance of the work done in *******. Regardless of whether AutoNation in *************,** ., overcharged or not, (which they DID NOT- that is a lie) none of the work would have had to be done, had wiscasset ford done the work correctly in the first place, and I shouldn't have had to pay for any work or labor, to fix their mess! Furthermore, I NEVER authorized, the service department at Wiscasset Ford to do ANYTHING regarding the recall parts. They were not authorized to take the parts off, to "test them" as they claim,  especially when the recall parts weren't even available at that time, and STILL ARE NOT AVAILABLE!! If they knew that the parts would break, they should have known not to touch them until the replacement parts were going to be available. There is no way they can claim that they were not at fault for breaking these parts.  AND NOW THAT I HAVE PUT IN A FORMAL COMPLAINT, I DOUBT VERY MUCH THAT I CAN FULLY TRUST THEM TO PUT ON THE RECALL PARTS WHEN THEY DO COME IN, OR WHAT THEY WILL DO TO MY CAR! This is the truth, and I have been courteous and polite throughout this whole process, but when Wiscasset Ford responds with lies and deception, I feel I need to call them out on this. Because they are in a small town, and they have the majority of the local business, they are exercising their big dealership bullying. I am now requesting that when the recall parts become available, that Wiscasset Ford notify me, so that I can pick up the parts and take them to a different dealership to have them installed. I will not do business with any dealership/service department, that openly lies, and ignores the damages they have done to my car. If in fact they are mailing a check for the balance of what they owe me, I will be waiting to see if it actually comes.

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***** York 

   

   

  

  Business Response

  Date: 01/27/2025

  I would agree with Ms. **** that at this point it is best to sever our business to client relationship.

  We will not be able to supply parts to Ms. **** to be installed at a different dealership. We will instead cancel the part order for the replacement parts of her vehicle. She may contact any **** dealership to have the recall performed. It may even be possible the dealer closest to her location in ******* can perform the recall.

   

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied with the actions of Wiscasset Ford, as they refuse to take responsibility for breaking the parts on my car, and without permission to remove the parts, and without my knowledge that this was being done, while I was there for an oil change ONLY.  I do not want to further this complaint at this point as I see there is no point. Wiscasset Ford behaves as if they can damage whatever they want and disowns any responsibility for their actions.  I have attached the photos of the missing parts on my car, and they can't deny what their service advisor, ***** ******* did. They are a huge disappointment.

  Consider this complaint closed, please.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****