ComplaintsforSheehy Ford of Gaithersburg

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my parents a brand new Ford ******* ****** on July 25, 2023. Two weeks later when using the back seat for the first time they noticed a small cut on the seat right on the stitching. I texted the sales person on August 10, 2023 with an image and he never responded. Then I called a week later and his mailbox was full. Then my parents called and talked to the general sales manager and he said there is nothing i can do since I don't know how it happened. If that is their policy then they should do a thorough inspection with the buyer at purchase with photos. They said they are not responsible.

  Business response

  10/13/2023

  It appeared that the vehicle had damage to the rear seat that occurred after the sale of the new vehicle. The vehicle and features are shown before the customer takes delivery and the customer signs a sheet showing that nothing was owed. The seat didn't fit the guidelines for the manufacturer warranty as it was not a fault of the product but damage. 

  Customer response

  10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the business can not provide photos of the rear seat as being undamaged prior to selling the vehicle. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a service appointment and dropped my vehicle off the night before. The next day, the service department called and told me that my vehicle could not be looked at for 2 weeks. We therefore came to pick the vehicle up. I called the scheduling service and requested another appointment for which I was told that the earliest was 3 weeks. I made the appointment for the new date. Two weeks after the original appointment, I receive a call from this dealership that I can bring the vehicle in. It was taken into the dealership that day (Monday). Wednesday the service department called to say the vehicle will be ready in an hour and that we would get a call to come pick it up. We never received the call. It is now Thursday at 6:30pm and still no call. I therefore called the dealership to see what was happening with my vehicle. An agent answered and transferred me to the service department. The phone just kept ringing and ringing until she picked it back up. She again put me through the same loop and the phone rang and rang until she picked back up. She sent me through the loop again and this time when she picked the phone back up once more, I stated that  it’s “still me waiting” and she smirked and hung up on me! This is the first **** I have ever owned and it will be the last. This dealership is terrible and their customer service even worst if that's even possible.

  Business response

  06/19/2023

  Voicemail left on customers daytime phone number this afternoon. I will try again tomorrow and update.

  Business response

  06/28/2023

  I spoke with the customer last week. She and I discussed her experience in detail. She just wanted to express her disappointment in how the communication went throughout the process. She had the vehicle repaired elsewhere so I was unable to correct her concern. The conversation went very well. She can reach out to me directly with any future service needs.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2014 I purchased a 2014 Ford ****** from Sheehy Ford in Gaithersburg, MD. Part of my purchase included Sheehy's maintenance plan called the VIP Club. At the time I was under the impression that the VIP Club included a lifetime of oil changes for the new vehicle that was purchased. Since 2014, I was never charged for a oil change at Sheehy Ford. Unfortunately, the free oil changes ended today on 3/11/2023 when I was told that my VIP Club maintenance plan ended in June 2021 and to continue receiving the benefits of the VIP Club, including free oil changes, I would have to pay $199.00 which will cover the next 3 years. I visited Sheehy multiple times since June 2021 and was never charged for a oil change. At the time of my purchase of the vehicle, in 2014, I was never told I would have to pay additional fees after 7 years to keep the benefits of the VIP Club. Most off the advertising for the VIP Club states "a lifetime of benefits", but doesn't mention the plan only lasts 7 years and you'll need to pay $199.00 for every 3 years afterwards. Sheehy needs to change their advertising for the VIP Club.

  Business response

  04/28/2023

  4/28/2023 

  Response from Sheehy Ford Lincoln of Gaithersburg: 
  

  After viewing the point-of-sale pamphlets and the original VIP contract I see terms listed on both. His contract did expire in 2021 and 2 services were completed after the expiration date. Those visits were absorbed by the dealership based on the service advisor not realizing the expiration date. Once discovered the plan had expired the customer was offered the continuation membership. 
  

  Thank you,

  ***** ****. Service Director 

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the signs used to advertise the VIP Club says you get a lifetime of value making you think you pay one price and get benefits for the lifetime of the vehicle. Instead you have to pay $199 after 7 years for 3 years off benefits.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 Ford **** in for service with a cooling fan running after the engine was off. 1st visit they said nothing was wrong and sent me on my way. Problem continued to happen the same day plus now the engine light was on. Scheduled and returned to Sheehy Ford for service. Now they said they replaced a relay switch. Asked if that solved the problem including the engine light being on. They said yes. "All Set". Problems only got worse as the engine light came back. Took back a third time and now they said the engine block was cracked and there was coolant infusion in the cylinders. Quoted me $9200.00 to replace the engine and said it would be 4-5 weeks before they could get the parts and install it. Having to rent a car for 4-6 weeks would cost me about $600-700/week so I decided to buy a new car. Met with the salesperson who had my car appraised. After the back and forth games they play they said they would offer me $11,000 as a trade-in. I said i needed a week to decide how to proceed. the following week I decided to purchase a car elsewhere and called Sheehy Ford back to tell them I wished to sell the car and they reduced their offer to $9500 since it was going to be a trade-in. I offered to meet them in the middle and the sales manager said he would ask his manager and call me back shortly. After playing phone tag, the original salesman called me and said they decided not to buy the car at all. They are playing bait and switch with me to buy a new car from them. Their service dept and sale dept have treated me very poorly. I treated them fair and was always honest. They were not.

  Business response

  09/28/2022

  ---------- Forwarded message ---------
  From: Greg W************ <***************@sheehy.com>
  Date: Tue, Sep 27, 2022 at 2:53 PM
  Subject: Complaint # ********: ***************** - Sheehy Ford Lincoln of Gaithersburg
  To: drteam@mybbb.org <drteam@mybbb.org>
  Cc: Shawn L********** <**********************@sheehy.com>
  

   

  Complaint #******** (*****************).

   

  To Whom it May Concern,

  We have worked with ************ to remedy the situation regarding a repair needed outside of the Extended Service Contract. He has noted two incidents, with the first one being the repair of the vehicle. We were able to get assistance from the Manufacturer and reduce the price out of pocket for the customer from $9556.98 to a final paid amount of $2,503.86. ************, has paid that bill and taken possession of the vehicle at this point. The second concern he brought up was the Trade In of the vehicle while it was broken. At the time of appraisal we were not aware/guaranteed any assistance from the manufacturer to make the necessary repairs needed for resale. While negotiating a deal we gave the customer a significant amount more value than it was worth by taking the profit margin of the selling vehicle to raise the value of the broken one. Because the customer decided to purchase a vehicle from a competing dealer, we no longer had the margin in the replacement vehicle to use and inflate his trade value. Therefore, we were stuck with offering him the actual appraised value.

   

  Greg W**********

  General Sales Manager

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

  Sheehy Ford Lincoln of Gaithersburg

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2009 ***** ****** out of Sheehy Haggerstown, Md on February 12, 2022. When I viewed the car and first saw a few defects the car of a key wasnt working, missing letter in the word "******" and then passender door trim fender need to be glued on. ***** was helpful and setting up an appointment for fender door trim to be fixed and the key which started malfunctioning by not locking and unlocking the doors before we left. I put down $1500 and drove 3 hours home on & drove it home to Va. When I got home, the temperature inside gauge that shows cold/hot was on hot and the heat stopped working. Im very upset this is the 5th car Ive purchased at Sheehy which was the Richmond location since 2012. I need to know why I also havent been able to use "VIP" bucks Ive earned on all these cars which should be minimum 1,000 per car. I should be at $4,000-5,000 to use on a vehicle. I asked the rep ****** at the lot in Md about it and he advised that he couldnt put it in the loan. I need to know how to either return this car because its going to be an issue on the future and get something In Richmond using my vip bucks and a larger down payment. Id rather go through my local Richmond Sheehy where I didnt have any vehicle issues. I need a call back from the corporate office asap. Id hate to go further and speak to news media. I will NOT be driving back 3 hours one way a total of 6 hours to resolve this issues Therefore, Sheehy needs to work with Richmond Sheehy and get this resolved ASAP. I saw a *****  & a ***** under 15k. If they can apply vip bucks & my daughter puts like 3k down to get the loan lower, shes better with a newer vehicle. Please call me asap when you get in. My next step is to do a corporate complaint on Sheehy in Md because Im very upset.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  So i talked to ***** and him being a finance person he doesnt know what goes on with the cars or if they are available. He just does the numbers. He explained everything perfectly and made it all so easy to understand. He explained how the sales managers are who can change the price back and would honor the initial amount. And the sales mananger ***, who probably trained ****, he outright refused to honor $12,600. So I after being at the dealership all day we left empty and went an hour and a half ride back home through rush hour traffic. They ended up calling and saying to come back and get the car. We asked for the price to be honored they said no. Then they called back again and said that they will give $500 off! NO!!!! I needed them to honor the price. So the next day. I figured since they had me and my cosigner's credit ran 9 times already and dropped my score 24 points I might as well try and see if they had anything else, but the only thing i wanted was the ****. So i got a different salesman. Ndu! He was awesome! But I couldn't get back there. He told me it wasnt going to wholesale and the inspection did in fact pass! So i said great! Lets do the papers online. He was trying to hold the keys but someone else beat me to it and bought it. I appreciate his help! Will was helpful in the beginning and the end with him trying to get me into something else. I appreciate him as well. I am officially done with this dealership as of today. They have no cars I want anymore. The ****** eventually sold too. And they only offered delivery for 25 miles max. If u decide to go here and get a car. Please ask for any other salesman other than ****. And do not deal with *** the sales manager. They say their prices are non-negotiable but they offered 500$ off after I walked away. No thank u Sheehy ford!

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a car from them in November, on Black Friday, 2021. Work was done to the car after we purchased it and before we picked it up. We have asked several times for the report with the work that was done on the car for our records and we never received it.

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