ComplaintsforCoconut Point Ford

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service request took approximately 4 weeks, when it should have been done in 1 day (transmission flush and change out spark plugs). My car was fine when I dropped it off, when I picked it up, it was unsafe to drive. My car wouldn't go when I tried to accelerate and would sputter and shake. I informed the manager of this, he informed me that they should have never taken my car in (as nothing was wrong with it) and the employee didn't know this. They did diagnostics and said it was my fuel injector and advised me that when flushing the transmission, this can create problems for my car. I was NEVER advised that this service could damage my car, and I should have been educated on this and I would have not done a routine maintenance if this was the case. I paid ****** for the flush and new spark plugs. They quoted me ******* for fuel injector and I declined as I don't have the funds. The manager took responsibility that his employee should have never done this service and won't do it again moving forward, but refused to resolve the problem (fixing my car!!). I just want my car the same way when I dropped it off as when I picked it up. They also took the engine cover off and never put it back on, so I don't have my engine cover. I want reimbursement for the rental car that I was offered due to their lack of and the ****** flush as it ruined my car. I don't trust the dealership to fix my car after this.

  

  Business response

  11/13/2024

  Please refer to job line #3 on repair order #FTCS481817
  Client states transmission has a harsh shift, and he request transmission fluid exchange.
  Customer indicated they had a transmission problem when the vehicle was brought to us.
  A diagnosis should be performed because a maintenance service will not repair any existing problems. The customer declined diagnosis and insisted we perform the service as requested.
  
  Please refer to job line #4 on repair order #FTCS481817
  Client states check engine light is on they requested spark plug replacement.
  A check engine light indicates a problem that requires diagnosis to determine why the light is on. This was discussed with the customer, but they declined a diagnosis and asked us to replace the spark plugs.
  
  We performed a diagnosis at no charge to the customer to determine the needed repair to the vehicle. It was discovered that the engine has two failed fuel injectors #3 and #4 due to low fuel flow. This is likely due to fuel contamination and may require further repair causing the engine to miss fire (sputter and shake) and check engine light to be on. This repair was declined.
  
  The diagnosis also revealed codes for the transmission as well. The computer was unable to find park or reverse.The shift linkage has a previous repair attempt by someone else.
  A gromet had been replaced and the part caused too much movement causing the computer to have a code for not being able to find park. The part will need to be replaced, and the system retested to verify sensor viability.
  
  This customer was in a rental car from October 5, 2024, to November 6, 2024, during this time the rental was driven 1948 miles. When presented with the rental charges the customer refused to pay for the use of the vehicle. They agreed to pay $80 for two days and we paid the charges totaling $1,160.00.
  
  In reference to the engine cover, it was found in our shop supervisors office. We apologize for not reinstalling this before returning the car to the customer and will be happy to reinstall it or mail it to them.

  Customer response

  11/13/2024

   
  Complaint: 22535974
  
  I am rejecting this response because:

  I was put in a rental car because my car was returned back to me in worse condition than when I dropped it off. I DID NOT ADVISE THE SERVICE ADVISOR that my check engine light was on and that is why I wanted spark plugs changed.  I HAD NO PROBLEMS WITH MY CAR EXCEPT a hard shift that was random.  After they did a transmission flush and changed the spark plugs is when the check engine light came on and started misfiring and shaking. The dealership diagnosed fuel injector was the issue and that this was caused by the services they did on my car and couldn't explain how this could happen. After having a master mechanic diagnose and FIX my car after I got it back,  it was determined that the mechanic at the dealership plugged wires in wrong , which you will see in the picture. I believe that they created the problem and wanted more money from me as I am not the expert and have no knowledge about cars.  This is taking an advantage of a consumer who is vulnerable.  If I had not declined a fuel injector repair, the dealership would have cost me an additional ******* and the PROBLEM still would have been there as it was 2 wires that was causing the problem. The fuel injector, spark plugs, and coil pack was all replaced after I picked my car up and still had the problem. The dealership insisted that my car was inspected 3x to ensure it wasn't there mistake, which clearly it was. This was an easy 5 minute fix and my car was held up at the dealership for a month due to their mechanics. This is a great example of dealerships taking advantage of consumers who are not knowledgeable in this field and taking the consumers money and blaming the car instead of there employees. 
  
  Sincerely,
  
  ******* *********

  

  Business response

  11/14/2024

  Rather than more back and forth, this company has decided to mail a refund check to this customer in the amount of $680.83. 

  We'll also ship the engine cover to their address.

  We respectfully request that this customer doesn't return to this location or our sister store in Ft *****.

  This will be our final response in this matter.

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please have Coconut Point Ford mail check for $680.83 and engine cover to :

  ******* Turnquist 

  ***********************************************************
  
  Sincerely,
  
  ******* *********

   

  Customer response

  11/15/2024

   
  Complaint: 22535974
  
  I am rejecting this response because:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please have Coconut Point Ford mail check for $680.83 and engine cover to the following address so I can then close this complaint :

  Natalie Turnquist 

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

  
  
  Sincerely,
  
  ******* *********

  Customer response

  11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were looking to purchase a 550 ***** We were approved through ********** Credit at 9%, which is a commercial interest rate. We denied to take that loan because of the interest rate, it was too high. We went thru Navy Federal and got approved at a much lower rate of 5%. We contacted Coconut Point Ford to inform them we had been approved for financing with our own bank. We were then told that Coconut Point Ford DOES NOT ALLOW financing with any other company but ********** Credit! They refused to do business with us because we would not take the higher interest rate at was being offered thru ********** Credit. It leaves me to wonder are they getting some type of kickback from ********** Credit??? Why would they refuse our business? I feel totally discriminated against!

  

  Business response

  10/05/2023

  There must've been some miscommunication, customers of Coconut Point Ford secure their own financing from other sources all the time. This customer is free to finance with whomever they choose.

  As it turns out this particular vehicle didn't meet this customer's needs and ********************** refunded their deposit. Currently we do not have a vehicle that fits the customer's needs.

  That's where this transaction ended, no refusal to do business and absolutely no discrimination.

   

  Customer response

  10/05/2023

  
  Complaint: ********
  That is totally untrue! They are trying to remedy the situation since it was brought to the attention of BBB.  Yesterday 2 salesmen, including the first guy (*****) said the truck was still available.  On 10/4, ***** said he would find out more about financing, because he was under the assumption that his dealership only uses ********** Credit. This morning 10/5 ***** called us and said ***** told him that their dealership ONLY accept ********** Credit, or a personal/business checkin full. No other financing would be accepted. ***** called after the complaint was file with BBB (see attachment) and said that other finance options are available also that the truck was sold after we denied the 9% interest rate and our deposit was refunded. The truck is still list on their website (Vin # *****************) for sale. ** gave us a long story about how people have draft checks and the bank later won't approve the deal because it's a commercial vehicle.  They not asked us who approved us, what kind of check we had or anything.  I asked ***** did he even talk to *****, his sales rep. ** stated he hadn't this morning, he did yesterday but not in detail.  I feel they they are receiving a financial reserve or kickback from ********** Credit. Why else would they refuse to do business with another lender??? This is discrimination 
  Sincerely,
  
  *************************

  

  Business response

  10/09/2023

  Coconut Point Ford no longer has an F550 in inventory, when the customer asked for their deposit to be refunded another customer immediately asked to purchase the vehicle.

  It takes a few days after the vehicle is sold for it to be removed from our website. As we told the customer, we would be more than happy to special order a vehicle for them.

  We DID tell the customer that we had to wait for the bank or credit union's draft to clear before we could release the truck to them, this is very industry standard. 

  We do not say we only use **** Credit, If that was miscommunicated to the customer we apologize. We're not sure how this customer would like this resolved and prefer not to continue 

  the back and forth. This vehicle is no longer in inventory and the customer's deposit has been refunded. We don't discriminate - we sell vehicles to everyone.

   

   

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 5 2022 Purchased Vehicle. I was talked into purchasing a bunch of service contracts etc.. I felt that they were very convincing and I went along with it not realizing what i was buying. I spend almost 7K . I was NOT told that it WAS NOT A ************ contract. It is hard to read everything they put in front of you when your signing all the paperwork and they seemed like they cared about my situation and would not have to worry about car issues going forward. I appreciated all their support until I moved to ********** and was NOT able to use any of the contracts . I moved 11 months after I purchased the vehicle. I Took the vehicle to *************** June 29 and was told they didn't honor the service contract and that it was a 3rd party contract and is at the dealers discretion wheather or not they accept it. Prior to June 29th I got oil changes from other places where I could get in and get out. I was more concerned about ********** items if I ever had a problem being covered by this policy. I reached out imediatly after the ********** visit to the finance person ********************* and left voice messages. I finally was able to get him on the phone. He replied on July5th giving me the information of the service contract company with phone number to call. Which was a waste of time. They told me the dealership is the one that handles this. So I did go back and got ahold of **** which is hard to do. He told me to send him the paperwork saying the car was paid off and apparently that was for the *** insurance. He got that information and he was horrible at responding. I had sent him numurous emails asking him to let me know if he got what I sent and if it was all set. He never responded. I had to once again call him. Very annoying. I recieved a check and sent him an email which he never responded to.. The email I sent to him.. ... Dated Aug 11th 2023 is attached. I have given them ample time to respond. I feel that I was mislead and I lost half of all that money I pd.

  

  Business response

  09/11/2023

  Coconut Point Ford has been in contact with the customer and has resolved the issue with her. Our manager that originally spoke to her did a poor job of staying in contact.
  He has been counseled regarding how we insist our customers be treated. Coconut Point Ford has apologized to the customer and refunded her for her Warranty contract.
  This won't happen in the future.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an unsolicited commercial email from Coconut Point Ford. I haven't done business with Coconut Point in several years and I filed a complaint with the BBB against Coconut Point Ford in the past to get them to stop harassing me via email. They promised to remove my email address from their contacts so they would no longer be able to email me which was obviously a lie.No means no. No email or phone contact means I don't want any email or phone contact. It doesn't mean maybe, and someone at Coconut Point Ford has forgotten about this.I want Coconut Point Ford to do what they promised a few years ago and remove my email address and my phone number from their customer list. And stop harassing me.

  

  Business response

  08/24/2023

  Coconut Point Ford will scrub ****************** name from our data base, we apologize for this situation and will make sure is does not happen again.

  Customer response

  10/21/2024

   
  Complaint: 20516372
  
  I am rejecting this response because:

  I filed multiple complaints about Coconut Point Ford a few years ago and the last time I talked with the general manager I told him to never, ever contact me for anything ever again because I will never spend another ***** with Coconut Point Ford or any other company owned by the Galloway family. This specifically includes emails. This evening I got an email from ***** ******** of Coconut Point Ford trying to get me to buy a car. I want Coconut Point Ford to cease and desist from any and all contact with me. Period. No exceptions. No means no in more than just cases of sexual assault. It means no here too. Unfortunately Coconut ********** doesnt understand this.
  
  Sincerely,
  
  *** *****

  

  Business response

  10/21/2024

  We're not sure how this happened again but will see that it is stopped permanently.

   

  Customer response

  10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 16,2022, while closing the convertible top on my 2019 Mustang GT, a strap on the passenger side snapped, the car was still under warranty. Tried calling Coconut Point Ford several times, finally able to speak to ****** on 4/22 @7:48am. Explained the situation. Earliest appointment available was May 24 at 9am.They would have to sent to a body shop that did tops but their service would have to look at the car first. Explained warranty would expire on 4/26 and to make a note of that as issue occurred while under warranty. On 5/24, took the car to the service ***** while waiting for service to look at the top, another service personnel crashed into my car on the rear and back quarter panel. They kept the car to have rear bumper and side panel repaired and top replaced. 2 weeks later got a call to bring in the car to replace bumper, they didn't even know they had the car! Numerous calls to inquire on status of car over next several weeks. Finally got car back on 6/30. Back to dealer on 7/17, top not secure alert, rear defogger not working, loose straps on rear deck, smelling of mildew. 7/21:mildew smell persits, car damp-back to dealer. 8/23 back to dealer: defroster not working, still damp. 9/14:back to dealer-car still wet inside after heavy rain, rear defogger still not working-sent to another body shop. Returned on 9/23. Went out of town on 9/24, returned 10/7. Floor panels soaked, especially the passenger side. Dried as best as I could, unable to get a hold of ************* until 10/17, was told ******* would call me back. Got a text message, nothing she could do as no phones, I could call the top company or wait until she could do it. Metal pieces under seat starting to oxidize. 11/2:the mildew smell is horrible, rust increasing. Called ***** was told ***** would call me. 11/7:***** finally called, body shop cannot take car until next year! I want the car I took to them in good faith for a repair. Car losing value and falling apart due to their incompetence.

  

  Business response

  11/29/2022

  Vehicle has been inspected and determined to have a defective convertible top. This will be replaced under warranty at no charge to the customer.

  The vehicle will be cleaned and detailed before returning vehicle to the customer.

  Customer has been supplied with a rental vehicle for use during the repair at no cost to her.

  Customer response

  12/02/2022

   
  Complaint: 18389745
  
  I am rejecting this response because: What about the carpet that was soaked for days and smells of mildew  They changed the interior air filter at the end of July due to mildew smell and within 2 1/2 months I was told it needed changing by another dealer when I took it in for a tire replacement. Also this issue of the rust that's occurring has not been addressed. 
  
  Sincerely,
  
  *************************

  

  Business response

  12/06/2022

  the repair is still in process, the new convertable top had to be ordered. it arrived December 5th. once this is installed the seats will be removed to access and replace the carpet. we will address the rust or any other situation that *** arrise at this time. the vehicle will only be returned to the customer once all concerns are resolved. we have sopken with the customer to explain the steps in the repair process and assure her we will address all issues before returning the vehicle to her. she is welcome to inspect the vehicle once we have completed the repairs to assure her satisfaction.

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They have reached out to me and stated same, as long as they follow through with what they stated, I find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Issue: Failure to deliver on purchased services (Maintenance Plan) as promised Background: Maintenance Plan and vehicle purchased on 09/23/2020 at Sam ******** Ford South DBA Coconut Point Ford 22400 South Tamiami Trail, Estero, FL 33928. Addition of "Maintenance Plan" purchased for $325. Amount was included in the Total Amount Financed (Truth in Lending Statement) through Ford Credit. On 9/21/2021 Vehicle was taken to Coconut Point Quick Lane for Oil Change, Vehicle Check, and Car Wash. Upon completion attempted to pay for Oil Change services using purchased Maintenance Plan. Was told that Maintenance Plan had been cancelled in September 2020 by an unknown source. Vehicle owner paid the 9/21/2021 service bill in full by Visa charge. No prior communication to vehicle owner was received on the Maintenance Plan cancellation nor was there an "Agreement of Cancellation" executed by the parties. This was the first time the vehicle owner attempted to use the purchased Maintenance Plan. Refund or credit of $325 has not been received by vehicle owner. Called Mr. M., Business Manager, Sam Galloway Ford South on 9/21/2021 who stated he would look into it, took my number and would get back to me the following day. No F/U contact was made by the Business Manager. Called Mr. M. on 9/28/2021 who stated he would look into it, took my number again and would get back to me the following day. No F/U contact from the Business Manager was made. On 10/08/2021 received an Email from Mr. M., Business Manager, that a check would be cut and sent to Ford Credit for a credit on my account. As of 01/15/2022, per Ford Credit no such check or credit has been received. Request that a refund in the amount of $325 be issued to resolve this complaint.

  

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/25) */ We refunded back this customers refund on January 11, 2022 and sent it directly to his residence. We also offered to replace the maintenance plan at no cost to to him for all the inconvenience. I have also addressed our employee Mr. M.on the importance of getting back to clients in a timely fashion. Consumer Response /* (3000, 7, 2022/02/04) */ No refund received or credit to my account with Ford Motor Credit has been made as of 02/04/2022. Request remains the same - Sam Galloway Ford refund of payment for services not provided as promised. Consumer Response /* (2000, 10, 2022/02/15) */ This response was taken verbally by BBB: I received the refund check on Friday 2/11/22 so all seems to now be resolved.

*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. ↩