ComplaintsforCrossroads Ford

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/6/22-9/14/22 Our 2015 **** ******** broke down due to a recalled toe link breaking. Crossroads claimed that the bolt in the knuckle of the ball joint assemble siezed causing the toe link to snap (this was the cause of the recalls). Crossroads then claimed they could not remove the bolt without breaking the knuckle and we would have to replace the whole assembly, they then also claimed the whole ball joint was siezed. The ball joint in question was replaced less than a year ago and functions normally, which we have since shown them. They insisted we replace the whole assemble at a cost of 1237.05, and **** would only replace the toe link. On ***** website it states that **** will replace the knuckle and ball joint if necessary involving the recall. Crossroads claims they sent it in twice to **** who still refused to cover it. We requested the old knuckle and ball joint be left in the car. My fiancé was able to remove the bolt in question in our garage using only heat and the wrenches on hand without causing any damage to the knuckle and as stated above the ball joint itself was never siezed. We feel that Crossroads Ford has committed fraud against us by making us replace multiple parts that were unnecessary to replace at quite an expense to us. The only compensation they have offered to date is to put the old ball joint itself back in and refund us only the 235.42 for that piece, without supplying us with a rental car.

  Business response

  10/06/2022

  On Sept 6th, 2022 ******** ***** dropped her vehicle off with us for repairs. She stated she believed it had a broken stabilizer bar. We looked at the vehicle and found the left rear toe link snapped. We also found the left rear ball joint seized, not the bolt. When the ball joint seizes it can cause the toe link to snap. The toe links are covered under recall#*****. The ball joint that is seized is part of the knuckle assembly and cannot be replaced separately. I did submit 2 cases to **** to help the customer get this repair covered. **** rejected both submissions and stated the ball joint being seized is a corrosion issue not a recall issue. I gave the customer the estimate to replace the knuckle. I also recommended to the customer to replace the wheel bearing and abs sensor. I explained to the customer the wheel bearing and abs sensor normally cannot be removed without damaging them. The customer agreed to replace the knuckle, wheel bearing and abs sensor. We completed the repairs. The customer was not happy about paying for the knuckle. I told them they can call **** motor company and speak with them about their concern. I cannot warranty something **** will not reimburse us for. The customer requested their parts back. Several days later the customer called and said they were able to remove the bolt and wheel bearing. I let them know the bolt was not the issue with the knuckle, it was the ball joint which is part of the knuckle and cannot be replaced separately. The customer stated they were able to remove the bearing easily. They also said at this time they replaced the bearing within the last year. Looking at the bearing it did not look new though. I told the customer we normally replace them because they normally don't come out without damaging them. At this point I offered to remove the new bearing and install their old bearing at no charge along with reimbursing them for the bearing which was $235.42. ******** then called her fiance and he proceeded to yell at me over the phone. I ended the conversation at this point. I'm not going to get verbally abused by a customer over the phone. I feel we went above and beyond for this customer. As you can see from the attached paperwork we provided you there were 2 claims put in by us to **** and they were rejected. I am willing to remove the new bearing and install there old one along with reimbursing them for the part which was $235.42+tax  

  Customer response

  10/07/2022

  As stated originally the bolt in question was the primary cause of the recall. Had they attempted to remove the bolt with heat and wrenches like my fiance did then I would not have had to replace the knuckle. The bearing and ball joint were never seized and had been replaced in the past 8 months and were unnecessary to replace. Not only should **** have kept their word (attached in original complaint from their website) about replacing parts affected by the recall but Crossroads should have honored **** words even at their own expense if they truly believed they couldn't get the bolt out without damaging the knuckle. Again crossroads did not even attempt to remove the bolt before pressuring us to buy an $800 replacement part. Now after proving to them that their lack of effort and false claims cost us an unnecessary $1200  I am asking for a full refund. They should have attempted to remove the bolt, or upon being shown that It could be done without damaging the knuckle they should be willing to refund the money. I have tried calling to speak to the owner about this matter and he refuses to return my calls.  

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