ComplaintsforMonadnock Ford

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Curtis A G**** ** refused to replace tires after fixing Rear Toe Link which was a recall and was not fixed causing tires to go bald within 2 weeks. Please see all attached documents. including cost to replace tires. Upon having a second opinion at *********** **** it was clearly not fixed properly causing tire damage.

  

  Business response

  10/26/2022

  Explanation from our Service Manager, Curtis G****:

  Customer purchased their 17 Ford Explorer from a different retailer (NOT Monadnock Ford) on about April 25 of this year.   We saw them 1 time for the rear toe link recall on 5/9. They returned 11,000 miles later stating their tires are wearing improperly because of the rear toe link recall. We brought the vehicle in and found the "camera" now have play. Technician, Jake L., checked the vehicle over and found the rear toe links were good; and I believe the alignment was in good standing.  I declined to pay for their tires and suggested they go back to their selling dealer. The customer stated the other dealer would not return any of their calls. They went to *********** **** to see if there was anything wrong with the recall we had performed, and they did not. *********** **** after being bullied replaced knuckle bushings that didn't require replacement. Technician, Jake L., inspected the knuckle bushings and found nothing wrong with them. He only found concern with the cam bushing which have nothing to do with the recall.  This would be maintenance item that would not be covered under the recall or by Monadnock Ford.  

  Response from our Service Advisor, Amber C*********:

  Young women called me in regards of this vehicle. Said we owe her four new tires because the recall we performed back on 05/09/2022, for the rear toe links, was done incorrectly and caused her tires to wear. This has been an ongoing issue between Curtis and ******** at *********** ****. This young lady has been told numerous times that we are not responsible for the wear and tare of her tires. Between the time the recall was done and the time she brought her explorer to *********** ****, she had put a crazy amount of miles on her car. She had claimed that *********** **** told her that the recall was done incorrectly and caused her tires to wear. This information is not correct. She then proceeded to tell me that Ford Motor company themselves told her to contact us to replace tires. I told her that if this was indeed true, then Ford Motor Company would need to contact Monadnock Ford with this information. This went on for about a good 20 mins of her changing stories and just pulling things out of a hat.

  As you can see from Monadnock Ford's employees we did all we could for this customer.

  Customer response

  10/28/2022

  
  Complaint: 18302074
  
  I do not accept the business's response as a resolution to my complaint because: [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.] They are wrong and I want a refund
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  05/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my car into the dealership for 2 recalls. I dropped my car off in the morning and told them I would be there after hours to pick it up. When I pulled into the parking lot, I noticed my car was out of the lines and parked crooked. should have been my first red flag, pulling into a car dealership and seeing a vehicle parked that way is completely asinine. It was 545 in late May, so the sun was glaring on my windshield. When I put my car in to drive and went to exit the parking lot, I smashed into one of the cement pillars. My wheel was turned all the way to the right and was left parked that way. With glare from the sun, I did not even see the pillar whatsoever. I had photos to show this. My car began leaking fluid into the parking lot. I called the dealership immediately the next morning and they told me to bring it down right away and see what we could do. The minute I walked into service, Keith, the service advisor and Mike started raising their voice at me telling me I was at fault because they watched the video but would not show me. four service advisors begin talking inappropriately about me in front of other customers. They told me they could not see the pile of fluid that was pouring out from my vehicle, but they were somehow able to tell what direction my tires were facing? My car is damaged! They agreed that they would keep the vehicle for the day to evaluate any other damage and to see if I needed a new alignment after the one I just paid for the day before. He assured me everything was safe, but they were not going to fix my vehicle that their technician parked negligently. This was pure laziness on his part. They involved police after I left without me there to show photos. I told them to leave my keys in my center console- They locked them in my car! I have no spare-im now carless with thousands of $ lost. The general sales manager hung up on me and nobody will answer my calls. By far the most unprofessional company I've ever dealt with.

  

  Business response

  05/27/2022

  The vehicle was parked in a designated service parking spot that is used everyday at the dealership. The client hit the pillar when trying to leave. She came to the dealership the next morning and it was explained that she was in control of her vehicle and that there was nothing we could do. The lines are clearly marked and she has front sensors on her vehicle. She called several times and was hung up on as she was using profanity with our employees. In the end we agreed to refund her for the services we performed and processed the refund right away. There is slight damage to her from bumper where she hit the pillar but we did perform a safety check and ensured that there was no damage behind the bumper or under the vehicle. We did call the police after she continued to call the dealership and speak to several managers pleading her case and when she did not get the answer she wanted she would yell and swear at them. We called the police to document the happenings is all. We offered to call them while she was hear and she declined the offer. Again we can not control what happens when a client is operating their own vehicle. The parking spot has been in use since the inception of the dealership and is utilized on a daily basis. We do have footage of the incident and can provide it if necessary.

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