ComplaintsforCommunity Ford of Mooresville

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 GMC Yukon Denali from community **** in mooresville, IN on 10/12/2024. When I went to test drive the vehicle it drove pretty good but the vehicle was very dirty. The salesman **** ***** assured me the vehicle would be detailed inside and out before I took possession. A few days later(10/14/2024) I went to pick up the vehicle and it was raining so I jumped in and drove off. I got home later that day once the rain stopped and went to look at my new purchase. I noticed the hood and roof of the vehicle had scratches in the paint. I immediately called my salesman who said bring the vehicle back and he would have the detail guy buff off the scratches. The detail guy stated the scratches were too deep and he could not get them out. **** then advised me they have a guy who could repair the damages but he would need the ok from the manager. A few days past and I heard nothing from **** so I reached out to him. He stated the manager denied the request and there was nothing they could do about it. The manager who denied this was ******* ******. I reached out to him to see why I should have to get this fixed when the dealership knew the scratches where there but never told me. ******* then said he would reach out to the paint guy to get the issue corrected and if I was willing to split the cost. I agreed and ******* asked for pictures of the damages. I sent the pictures to him and now he will not return any of my calls or text. For the money I paid for this vehicle there should not have been any damages cosmetic or mechanical.

  Business response

  11/08/2024

  
  

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of complaint : 07/27/23.I don't recommend this dealership. I gave my **** 150 for a regular service on 7/27/2023, their inexperienced technicians broke the ** recirculate door that caused a loud noise when the ** k*** works on high right after service. I realized this immediately after starting the truck right after receiving after service from Community **** dealer , went back and complained that it was broken during service. The reason I was saying is this noise was never there when I handed over the truck for service .They made me go back and forth 3 times in 2 days but never bothered to address the issue, said that they never touched that area of the vehicle. They were rude (including the guy said he is the manager who sat in the service office area ) and never showed any interest to check and fix the issue. We took it to another ************** on 8/22/2023 and they said ** recirculate door is broken and handed me the broken part (I still kept it as proof). So, the ** will not function like original unless we change HV** box that is very expensive (almost around $2500) , this is still in the same condition as I want Community **** to repair the ** recirculate door that is broken by their inexperienced technicians . So very bad experience with this service center. Never ever going back there for any paid repair . This dealer never shown any respect for the customer and no accountability shown to handle customer's vehicles. I kindly request the BBB help to settle this complaint by asking dealer to repair the broken part.

  Business response

  02/27/2024

  To Whom it may concern
  Case # ********
  Community Ford of Mooresville takes extraordinary pride in offering exceptional service by certified technicians at fair prices. We sympathize with ******************** problem with his 2013 F150. His claim that our inexperienced technician broke his recirculate door is absurd. This door in question is located inside the evaporator core box that is located behind the glove box door in the dash of the truck. This box is not visible and certainly cannot be touched by hand without disassembly of glove box door. Our repair order # ******* indicates repairs of an oil and filter change and a battery replacement including battery cable ends cleaned under the hood of the truck. At no time would any of our technicians be working behind the glove box door inside the dash of this F150. Repairs completed would not require anything on the passenger interior of the vehicle including a multi-point inspection of the truck. The recirculating door in question is manufactured out of plastic with a plastic molded gear that unfortunately with age is known to break off. This is an 11-year-old truck. You tube has several forums describing this very thing without blaming technicians for problem. Community **** will take no part in resolving this dispute as we are not at fault. While Community **** is always willing to work with BBB and our customers, we request that ****************** retract the false allocations listed in his complaint immediately as we perceive them as slanderous. 

  Customer response

  03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 fiesta to community **** and told them I wanted the waterpump and timing belt replaced. They said to warranty their work they had to do a diagnostic. I said ok. I told them the water pump was leaking as well. They called me back and said it wood be $1900. I said I'll come get my car. When I got there the service manager said they did not check the timing belt as there is to much to take off. Why did I pay for a diagnostic they didn't perform on all my parts requested. I agreed a bit and just paid to leave. *********** in Bedford quoted me $1100 and that is where the work got done. I feel scammed into paying for a diagnostic that they didn't even do all the parts. Just a pressure test on the water pump. Which I already knew was leaking and told them it was leaking. I told them about the quote from ****** and they didn't say anything except it is $1900 for them to do it. Still arguing they didn't even complete the diagnostic. Why did I pay for something they didn't perform. This place is scamming people. I should of been told up front that they wouldn't check the timing belt. If I would of been told that I would of left. That was the when point was to check the timing belt as my car is at ***** miles and should be checked according to the manual.

  Business response

  01/09/2023

  When going by ****'s standard labor operations,which are warranty times
  comes out to equal 5.4 hours. I have attached those hours as attachment.
  However those hours are **** warranty times. To figure customer pay
  time you multiply by 1.4 which equals to **** hours. That was to do
  water pump thermostat,and timing belt. We only quoted 7 hours to do the
  work instead of **** we actually rounded down. As far as checking the
  timing belt there would have been more of a charge for that. Due to
  having to remove front engine cover to see it.. So as you can see we
  were actually trying to save customer money. As for what other shops are
  charging I cannot answer that. I do not know their labor cost or parts
  matrix.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/2022 co-signd used car for daughtr who was a 1st-time ****. We have paperwk showg warranty was purchased. Late 06/22 daughtr sent a pic of warng light frm her car "transmission fault serv now w- red warning symbol below msg"...on 7/22 recvd recall letter "22s43/nhtsa recall 22v413" which is for damaged/ missng bushng that c/d prevent shifter frm mov transmiss. The recall ltr std **** will contact us when the part is avail. We cld **** abt the warning light &recall &was told to "not be alarmed, its ok to drive car, msg is abt the ************** will call us when they HAVE the recall part. They never cld us& during this time the red warning light remained on. We cld **** again& they finally scheduled repair in 09/22. The recall was repaired & the red light was rmvd. The car remained parked 2days then when driving the car to daughts to exchange vehicles the red warning light came back on. We assumed it was regarding the recall & was re-scheduled a week later. **** told ** the transmission was bad & gave est. for over$4k to fix then said our warranty will not cover. They then charged us over $120 for what they called "just our standard fee" to look at the car. We expressed we thought this was part of recall.. they c/d have warned us there w/d "just" be a chrg. I cld **** in MI at ********** &told we have a warranty but its up to the dealerships "discretion" on how its used. Made multip attempts to work w-**** then we were told we have "NO WARRANTY AT ALL" on the car but we have a 3yr aggrement. I s/d have known better when salesman had to reprint the original paperwk 4x that something was going to happen. I told him he kept adding my old addr frm 2018 to paperwk &was critical to remove due to criminal case against former neighbor who went to jail but is now out. He said the old addr was "populating" in the field for my addr. The warr paperwk has old addr even though I was told it was corr. I w/d have purchase warranty for child &feel **** is resp for mixup regr warr

  Business response

  10/13/2022

  When the customer called our store asking about a recall letter, parts were not currently available from the manufacturer. As soon as we were able to get parts, we scheduled her recall. Unfortunately at the time the vehicle was purchase the customer declined any extended warranty coverage, she did however purchase a pre-paid maintenance policy( see attached document). As the customer stated they contacted ****************** who informed them the vehicle had an extended warranty, however the extended warranty on the vehicle is in the previous owners name, and is not valid with new owners. Our dealership has offered to work with the customer by discounting our repair estimate, or trading them into a newer car with the option again to buy an extended warranty.

   

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I received the BBB message that my complaint is now closed.  I just want a chance to dispute the statement from *********** response that they offered a newer car.  They did not offer a new car they stated they could "possibly" offer us $12k for the car if we wanted to trade it in but were no guarantee on the offer.  We owe $18k on the car and they know this. I feel they sold my daughter a used car knowing the condition it was in.  They also told us we can hold off fixing the car incase there was another recall ...so we wouldn't have to pay for it.  This does not help us and I feel they did not treat us fairly.  Thank you for your time.

  
  Regards,
  
  *************************

  
  

  Business response

  11/14/2022

  BBB has determined your business has addressed the issues within the complaint in good faith

  Business response

  11/15/2022

  We feel we have been fair in this transaction. Back in January when the car was purchased we offered a service contract to the customer, they declined to purchase the protection. We then offered to trade them out of it towards a car that would be acceptable, again they declined.  There is nothing more Community **** is going to do.

  Customer response

  11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  
  

  The attachment is the same as what **** provided earlier. They knew there was a problem, the car broke down shortly after purchase, they took advantage of a young buyer and the piece of junk is still broken down in my driveway.  They can justify their actions all they want, they knew what they were doing, we trusted them to help us pick a car for our daughter who was a first time buyer, and the car breaks down. We have taken the car to multiple mechanics and recorded each of them say how the transmission is a major problem with the **** escape and there should be a recall. Bottom line....they knew, they didn't care, and now were paying for a car that's broken down.  If they want their POS **** Escape back....they can come get it.
  

  
  

  Thank you BBB for your time and help.
  

  
  

  Regards,
  
  *************************
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a 2018 ******* Sonata from this dealership. The car had ****** miles at the time of purchase. I was shown an auto check score of 91 and told that was off the charts for quality. I told the dealership I was moving to ***** for a new job and needed something reliable and they assured me that the Sonata is in great condition and would not have any problems. Now, two weeks later, the engine has broken down. *** Boys cannot fix the car and told me to take it to *******. ******* told me that the earliest they can diagnose the car is October 3rd, 2022. The community of Mooresville **** dealership is telling me its not their responsibility. I dont fully understand what to do but I feel I was lied to and am now $20,000 in the hole without any way to get to work. It doesnt seem like this should fall on me. Theres a reasonable expectation that if a car dealership shows you documentation that the car has been checked for quality - the engine wont break down within 2 weeks.

  Business response

  08/09/2022

  All of our cars are inspected and qualify for a full coverage extended warranty. ******************** declined any such coverage at time of purchase. We were contacted by ******************** with the car running, but check engine light was on. He informed my sales manager ***********************,  that the ******* dealership said it was under a factory recall and we be of no charge to the customer but they could not schedule him in until early October.  ******************** then said he found a local mechanic to do the repair for $600 and asked us to send him a check for $300. Our stance is if a manufacturer covers a repair under a recall, we see no need for the customer to spend money with a local service shop.Furthermore if a manufacturer covers a repair under a recall and a customer asks us to mail a $300 check directly to him, we see that has fraud.

  Please see the attached declined signature from ******************** when he was offered a vehicle service contract.

  Thank you for your time.
  

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

  Director of Operations

  Community Ford of Mooresville

   

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I should not have to wait until October to have access to a car I bought from this dealership around 3 weeks ago. Assuming an average rental fee of $45 a day, thats around $2700. At that point paying $600 for a mechanic to fix it is more reasonable than waiting on ******** The fact that this business finds that to be a logical course of action provides insight into the low level of integrity they operate with. I requested $300 of a $600 bill and was accused of fraud? Thats besides the point, it turned out it wasnt a faulty sensor and was actually a problem with the engine. Im currently waiting to hear back from ******** they are inspecting the vehicle and will provide me with further information. I do not think this matter is closed though. 

  
  

  1. In the event ******* cannot help me for some reason - Community **** should face some form of liability - as they mentioned they inspected the car, is it possible their inspections are not up to par? I mean the car shut down almost immediately after it left the lot, and their team didnt notice any red flags? 

  
  

  2. In the event ******* can help me I still have had to pay a minimum of $280 in car rental fees in order to provide myself transportation to work. Others should be aware this is not a business that cares about its customers the second after they sign the dotted line. 
  
  Regards,
  
  *************************
  

  Business response

  08/24/2022

  ******************** declined any kind of extended coverage for this vehicle. Since he elected to buy the car "as is" and declined the warranty offered at time of purchase, the dealership has no liability to any repairs at this time.

*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. ↩