Complaints

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• Initial Complaint

  Date:05/10/2025

  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.

  In July 2024 I bought a 2013 **** through a privet party and was only given one key. The My Key was active and put restrictions on certain things and I could not remove this because I only have one key. I called Robersons Albany Ford for advice and came to the conclusion that I have to have a new key made and reflash the car, delete all keys and then program the key I got with the car and the one l just had made soon would have 2 programmed keys. I assumed they had done what I paid for! (Over $400)Well fast forward to November and coming home from a friends it was supper foggy and I ended up hitting 2 deer broke the top or the radiator and a bunch of little things. When repairing the battery was unhooked for a few days so now it will not recognize the keys I have and the system still has 3 keys programmed and the key I do not have that they were suppose to remove. The system wants the master key and because I dont have it the whole car stopped working. I have called robersons multiple times and they still refused to take responsibility and want me to pay them to fix it but I already paid for removing the keys I didnt have but they didnt do that and now Im sitting at 6 months no vehicle, cant work, dont have money, cant pay bills, this has really messed up my whole life including pre eating me from going to the doctors for a recently discovered tumor that is growing everyday.

  Business Response

  Date: 05/28/2025

  To Whom It May Concern,
  
  
  This letter is to provide information regarding customer Rachelle Corbin and a service visit on July 12, 2024. Ms. Corbin brought her vehicle to our dealership to have the My-Key function disabled. She had purchased a used car from another dealer and only received one key, which unfortunately was not the master key required to disable the My-Key feature. To resolve this, we had to delete all keys associated with the vehicle and program two new keys. This service was completed nine months ago.
  
  
  At the end of April, we received a call from Ms. Corbin requesting that we pay to have her vehicle towed to our dealership because it was not starting. She believed the issue was related to the key. We informed her that a diagnostic would be necessary upon arrival to determine the cause. We also explained that if the issue was key-related, we would seek reimbursement under the Ford Service Parts warranty, which covers two years with unlimited mileage. Ms. Corbin did not accept this and refused to have the vehicle towed at her expense.
  
  
  We then offered to dispatch our mobile repair van to her location to perform the diagnostic. We reiterated that if the problem was due to the keys, there would be no charge under the parts warranty. However, if the issue was unrelated to the keys, a diagnostic fee of $185.00 would apply. Ms. Corbin declined this proposal as well, stating she would only accept free service.
  
  
  As the service manager for Roberson Albany Ford with 30 years of experience in the auto service industry, I can state that keys typically do not lose their programming or fail due to a disconnected vehicle battery. If this were the case, we would see such incidents regularly. Based on Ms. Corbin's mention of hitting a deer and sustaining significant front-end damage, it is more likely that the vehicle's starting issue is due to a different cause.
  
  
  Sincerely,

  
  Carlos Carapinha
  Service Manager
  Roberson Albany Ford
  --

  Customer Answer

  Date: 05/31/2025

   
  
  Complaint: 23313083
  
  
  
  I am rejecting this response because:
  
  The business is not being truthful at all. 
  when I initially contacted them I explained everything including hitting the deer and that I was pretty sure the issues is the keys not being recognized and they had not deleted all the keys like they were suppose to. I was told that it was most likely due to hitting the deer and that I had to bring it in to have it diagnosed. Mind you the damage from the deer was not that bad at all and I was able to drive my car still with no issues for 4 months. They set up an appointment and I was not able to get it towed there. I have ran diagnostics the only code I get is for the PATS because it is not recognizing  the keys I have. The scan tool also tells me that there are 3 keys programmed, 2 are disabled and the master key is not present! Because I am not a dealer or a locksmith and I don’t have the master key I am unable to get into the PATS system to do a parameter reset. (A quick search on the internet will give you multiple people stating that it is very common to have to do a parameter reset on the PCM and the BCM after the battery is unhooked and the system is completely drained!)  I called the dealership again and the lady who took my call said she would talk to the manager and get back to me. When she got back to me she then told me that they had a mobile service that could come to me but would cost me $99 and something cents because it had been 10 months since they did the key as if to say it had been to long  for them to be responsible. I brought up again that the issues is the keys and that they were supposed to to delete all the keys so the 2 keys I have would be the only keys programmed to my car if they had done that one of my keys would now be the master key but they didn’t delete the other key so there is 3 keys programmed and I don’t have the master key. She told me she was just letting me know what her manager stated, I asked to speak to him and she put me on hold and then came back with a number I could text the manager at. I sent a text explaining everything again and got no reply. 

  I was never told there was any kind of warranty on the key I had bought I was never told that if it were an issue with the keys that it would be covered. 
  so now reading the response I am baffled on why I was not told about the warranty on the keys when I first called and why the mobile service was not offered at that time? I paid a lot of money for them to delete all the keys and reprogram the key I had and the key I just bought from them had that happened I would have the master key and could do the parameter reset myself. Now they are dragging their feet and lying to try and get out of taking responsibility for their mistake. All I want is my car to go again and I do not feel like it should cost me anything because they did not do what I paid them to do and now it has caused me to be without a vehicle for almost 7 months now. Making me loose my job and unable to do to doctors for the Cancer I was just diagnosed with just before my car stopped working. If my car doesn’t ends up having some other issue than I would take care of that, but as far as I can tell, what I have been told and what I can find online it is the keys not being recognized by the computer and not having the master key.

  
  Sincerely,
  
  
  
  Rachelle Corbin

  Business Response

  Date: 06/23/2025

  To Whom It May Concern,
  Thank you for the opportunity to provide a final response regarding the ongoing matter involving Ms. Rachelle Corbin and her 2013 Ford vehicle. We appreciate the seriousness of her concerns and would like to respond directly to several of the statements made in her most recent message.

  
  Key Programming and Service History
  In July 2024, Ms. Corbin brought in her vehicle to have the MyKey restrictions removed. She had one key in her possession and purchased a second one from us. As required by Ford’s MyKey system, our technicians deleted all previously programmed keys and then successfully programmed two new keys to her vehicle. This is the correct process to remove MyKey restrictions and ensure only the new keys are retained. That service was completed correctly, and there were no reported issues at the time or in the months following.

  
  Warranty and Mobile Service Offer
  When Ms. Corbin contacted us in April 2025, she was informed by both our mobile coordinator and our service manager that Ford keys are covered under a 2-year parts warranty. She was also told that if her no-start issue was determined to be key-related, there would be no charge — even for the tow or mobile visit.  In addition to offering an in-dealership diagnosis, we offered to send our mobile service van to her location. We clearly stated that if the issue was key-related, there would be no cost for the visit. Ms. Corbin declined this offer unless all charges were waived in advance, regardless of the cause. That is not a commitment we could make without diagnosis, as responsible business practice requires us to verify the issue before assuming liability.

  
  Regarding the “Master Key” and Parameter Reset
  Ms. Corbin’s concern about a "missing master key" appears to stem from internet discussions, which can often be confusing or misleading. In the Ford PATS system, once MyKey is removed and two new keys are programmed, both become fully functional admin keys. There is no separate "master key" designation at that point. Parameter resets, when needed, are not related to whether a key is a “master,” but typically required only in very specific battery or module failure conditions — not general use.

  
  Miscommunication and Follow-Up
  Our records show that Ms. Corbin was provided with accurate warranty information during her calls. She was also provided the option to reach out to our service manager directly by text message. If she did not receive a reply to her message, we sincerely regret any communication gap and welcome the opportunity to correct that.

  
  Moving Forward
  Despite our belief that the original service was completed properly and that we’ve made reasonable efforts to support Ms. Corbin, we remain willing to send our mobile service team to her location at no charge to inspect the vehicle. If it is determined that the keys or programming are at fault — and if it relates to the work we performed — we will repair or reprogram at no cost under the Ford parts warranty. If the issue is unrelated to the keys, we will provide a clear explanation and estimate for any repairs.
  We are sympathetic to Ms. Corbin’s current health and transportation challenges and want to be part of the solution, within the limits of fairness and technical responsibility.

  
  Sincerely,
  Carlos Carapinha
  Service Manager
  Roberson’s Albany Ford

  5419265555 / [email protected]