ComplaintsforFord of Columbia

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got pre-approval for auto loan with ************ Ive used these before without problems, speeds up process etc. Found my daughter a vehicle, call to confirm they have it and told them we have approval, they said great! Come on down (hour away) and sign the papers. We went drove it, its great! They they starting g talking service contracts and government fee, doc fees etc. so this approved vehicle at ****** financed is now ******. Forced gap insure which isnt needed, forced service warranty we cant use cause its over an hour away. They ended up removing gap insurance but INSISTS they have to charge for a warranty. But these empty add ons in crease price and increase interest rate. When it was done they increased interest rate by 5 percent!!!! Payments went up 130 AND they added 12 months! Terrible people trying to take advantage of my daughter

  Business response

  01/12/2024

  I completely understand how you must have felt when you were offered the gap and extended warranty. It was not my intention to make you feel pressured in any way. Please know that we always strive to be transparent and provide all necessary information to our customers. You are never obligated to purchase these items. I am here to help you in any way I can. Please let me know how I can assist you further. Thank you for bringing this to my attention.

  Customer response

  01/12/2024

  They ended up calling me and offering other vehicles without this so called mandatory warranty BUT the prices were much higher than the should have been.  We drove an hour 1 way in a gas guzzler to be pushed around.  We came with the intention of buying provided there was no funny business, then they started throwing in extra.  Ran her credit AGAIN when we explicitly told them we had financing arranged.  Then we had to drive a full hour back.  We lost so much of our day being lied too.  I dont appreciate it.  You made her credit score drop AND lost 25 or so dollars in gas.  Its not cool that you bait and switch!  

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 F150 in late October. Less than 3 weeks after paying almost $28,000 for the truck it was spewing out antifreeze. I got it to my local mechanic and he said that someone had put an additive in the system. When I turned on the heat, the repair the additive was supposed to take care of failed. Im now left with a $9800 bill for a replacement motor. I reached out to **** asking that the dealership cover half the cost especially since I had it such a short amount of time. I havent received the title or tags yet. He said they wouldnt do anything unless I brought it to them, and he couldnt guarantee what would be done. I wasnt trying to be difficult, but when you purchase a vehicle you hope to have it longer than 3 weeks before you have to put it in the shop. Apparently they didnt go through the vehicle. My husband changed the oil and he said he could tell that it hadnt been changed recently. All I was asking is for them to meet me in the middle.

  Business response

  11/17/2022

  There are several issues with this complaint that immediately stand out and I would like to address each of them...

  1. Customer not only REFUSED the available warranty, but laughed at **** when he offered it, simply stating that her husband looked the truck over and it is fine, yes we have all the signed documents supporting this statement. She not only stated that she understood what AS-IS means, but she was completely comfortable denying the warranty because it was $2800. We told her these vehicles are man made and can always break down at any time, even new vehicles have issues, much less 6 yr old trucks with 125k miles. She laughed and we finished the paperwork.

  2. Customer refuses to let our service **** diagnose the truck, she simply wants us to take the word of a local mechanic friend, obviously this is never going to happen in any logical business world. Last time we got a "local mechanic" estimate, it was for a new engine stating a cracked block, over $9000 dollars to repair. Our shop got the truck the next day, and we found a $7 rubber hose was busted, problem solved, so please forgive us for not taking the word of some random "mechanic friend", but we will never do that.

  3. Now she is stating that her husband changed the oil and that we didn't, of course we changed the oil on 09/15/22 and have video footage of this. If indeed he changed the oil, what if he is responsible for this damage? Too much oil, not enough? Perhaps he left the drain plug out? Is he a certified ASE technician? I guess we will never know since she refuses to bring the truck here, instead just wants us to take the estimate at full faith and pay her, even though she refused to protect herself with a warranty.....

  4. If the consumer had purchased a warranty, not only would it have paid for the tow bill to our certified **** shop, it would have also provided a rental car and all costs for repair...BUT, she still would have had to let our shop diagnose this and perform the repairs, as stated in the warranty form and brochure.

  5. Even though we sell hundreds of pre owned high mileage vehicles each month, we get minimal complaints throughout the year, so for that I am grateful. The common factor in ALL of these complaints is this, the customer refused the warranty, but wants us to accept responsibility. I ask this question each and every time, at what point does this vehicle become your responsibility? The day of purchase? The next day? A week? a month? A year? The answer is simple, the moment of purchase. No exceptions. We offered our tow truck service to have the truck brought in and our team diagnose it, but she refused. I can only imagine why. I guess we will never actually know.

   

  I don't enjoy when a customer has an issue with their vehicle, but I am a realist and I know it is bound to happen from time to time, so that is why we are so thorough when we offer the warranty and explain our AS-IS policy to each and every customer at the time of purchase. They all sign several forms not only to refuse the warranty, but also making our AS-IS stance VERY CLEAR. I hope its just a rubber hose like the last time we were misquoted and misdiagnosed by a "local mechanic", but I don't think we will ever get a chance to find out.

   

   

  Customer response

  11/17/2022

   
  Complaint: 18416036
  
  I am rejecting this response because:
  the issue was it was losing antifreeze and had nothing to do with the oil. My husband wasnt even with me when I bought the truck. I dont remember laughing about anything. The truck is at my mechanic who formerly worked for them, before opening his own shop. I have nothing to hide. Its at ******************* located at **************** in *********, **. ********** They are more than welcome to look at the truck or talk to ******. There had been something added to the system. All they offered was to diagnose it for free. They only said they could control costs, but I was going to have to cover the costs. Apparently they are selling vehicles without truly checking them out. I had faith in this dealership that I have since lost. Its really a slap in the face when you trust someone enough to do business with them spending your inheritance from your parents. I only asked for help with half the costs being I only had my vehicle less than a month. I havent even received the tags.  I was not even asking to be reimbursed for the whole amount. I was just asking them to meet me in the middle.
  Sincerely,
  
  *********************

  Business response

  11/17/2022

  We stand behind our original response. Whether its half or whole, we cannot insure these vehicles past the date of purchase which is why we offer the warranty. Every single thing said after the fact of the warranty was rejected is irrelevant to the current circumstance. I hate that this happened, I truly do, but it does not negate the fact that the warranty was rejected, regardless of time since purchase. I ask again, at what point does the consumer take responsibility for their vehicle? A week, a month, a year? Each customer that passed on a warranty and asked for help always says its only been..............X amount of time since purchase, which is always the time of purchase plus the amount of time until problem occurs, so you can see that it varies based on the individuals own experience, which is why we are clear that the time of purchase is exactly when the vehicle transfers ownership, not a day or a week or a month later. If the consumer had protected themselves with a warranty, they would be provided towing costs, rental car, and repair amount, so this would be so much easier then explaining what we already explained multiple times, including the last response. Brand new vehicles have recalls and stop sells all the time. They provide a warranty for the consumer to make sure their experience is overall pleasant when these things occur. I have had cars with under **** miles need an engine or transmission on more than one occasion, the fact is they break down, they are man made, and there is simply no way to predict these things, hence the warranty. We offered to help ease the cost by bringing the truck to our shop and help out by reducing the labor costs, but that didn't happen, so as of this time we have no further assistance to offer. Our wish is that each and every customer buys a perfect vehicle and never has an issue, but we know the truth is much more real and ugly, we sell a high volume of pre owned vehicles and there are always going to be issues, big and small, and those who protect themselves on the front end with a warranty purchase are covered, those that don't are out of pocket for any and all expenses on their vehicle. For the record, as previously stated, if you had protected your purchase with a warranty, we would still have required the truck to be brought to our shop for a proper diagnosis and estimate before we approved any work. There is never a scenario where a dealer will just pay someone's estimate to another shop....EVER. The one thing I can offer you is a trade in value and try to help out in that way if it helps you at all. You can call **** and try to search our inventory for a different vehicle and we can put a fair value on your truck if you want to even consider that option. I want to be able to help you and that is the only way I can, so perhaps you can take advantage of a trade in and purchase a different unit.  Again I am sorry for the troubles, but we have policies and I can't bend or break them for anyone at any time.

  sincerely,

  *****

  Customer response

  11/18/2022

   
  Complaint: 18416036
  
  I am rejecting this response because: apparently they are selling vehicles that their technicians either havent gone through or just check the fluids and send them out the door. I know that the oil hadnt been changed. It was too dark to be changed on a vehicle that had been sitting on a parking lot. I do not feel that trading the truck will help anything. I could very likely end up in the same situation. I trusted that they checked out the vehicles when they got them. Im very disappointed that I took my business there. Its definitely not the same since the Sloans sold it. My family had been doing business with them back to when the ****** owned it. I had hoped it was the same pride in their service, but apparently it isnt.

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

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/23/2022 - Suspected turbo failure on my 2017 **** Explorer Sport and immediately dropped it off at **** of Columbia providing extensive details on my predictions and left expecting I would need new turbos, at my expense as I was over 60K miles manufacturing warranty at 75K miles.02/23/2022 - 02/24/2022 **** of Columbia made three separate test drives, two by separate technicians and one by their service manager, per my request because I repeated my claim with service advisor that there was a serious problem and to check the turbos. **** of Columbia said nothing is wrong with my Explorer.02/24/2022 - Picked up Explorer and expressed my concerns, further telling service advisor that I would call them if I break down on my way home, which he laughed at. Upon driving home (approximately 50 miles) it was immediately apparent of a major problem, having no acceleration and down on power by at least 50%. Once home, I hooked up my auto code reader and immediately pulled one error code: "P0299 Turbocharger/Supercharger A Underboost Condition" and immediately notified **** of Columbia via email with pic of error code requesting service manager.02/25/2022 - 02/28/2022 Following repeated emails and calls, which further included both the service manager and general manager with no responses, I finally received a call from the service manager late on 02/28/2022 after sending another request for their confirmation of receipt of my requests. Service manager was very reserved and kept repeating a clear denial script of liability to my questions using the repair order comments typed up by the service advisor, which I signed.03/01/2022 - Formal case opened with **** Motor Company with their ***************************** Advised to have vehicle towed to **** Lincoln of Franklin.03/08/2022 - Diagnostic by **** Lincoln of ********* confirmed turbo failure and additionally given metal particulate in oil they advised need new engine and turbos. Estimate received for $20,083.

  Customer response

  08/16/2022

  ***Document Attached***
  Email correspondence string with **** of Columbia
  See Attachment/File: EMAIL ***** to ****Columbia 2022-08-05.pdf

  Business response

  09/27/2022

  Today is the first time I have received this email complaint, so I am responding immediately as I always have in the past. This is a very clear case of responsibility on the consumers behalf. What he failed to mention in the complaint is he has no service records or service history, therefore his warranty company denied his claim. It doesn't matter who diagnoses the vehicle, whether it is us, ********* or someone in **********, the warranty would be denied because he hasn't serviced the vehicle properly. That is the only truth in this entire complaint that needs to be heard. The rest is just someone wanting to pass responsibility to someone else. If he had serviced the vehicle properly and had records of service, then the warranty company would have paid his claim. Nothing more, nothing less. If we had been able to duplicate the issue, the warranty company would have denied his claim. Not being able to duplicate an issue with a service customer happens all the time, it never ever means the dealer is taking on the responsibility of the customers vehicle. It is unfortunate that ************* is unable to provide service documentation for HIS vehicle, but that is indeed the problem with this particular claim. We hope his vehicle is repaired and he is happy in the future, and he is free to take his vehicle to any other dealer he chooses for his future service needs.

  Customer response

  09/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. False statement made by **** Lincoln Columbia as consumer has formal evidence of communication with **** Lincoln Columbia via email records, phone records, and voice mail records that will refute.
  2. False statement by **** Lincoln Columbia as consumer didn't expect, seek, or request at any time warranty claim from **** Lincoln Columbia upon requesting suspected turbo failure diagnosis when vehicle was dropped off on 02/23/2022. Consumer has evidence in writing that turbo failure diagnosis and repair were going to be at consumers expense because of being outside OEM warranty.
  3. False statement by **** Lincoln Columbia regarding service records, as such request for service records and/or other related information was never made by **** Lincoln Columbia to the consumer. Basis for such a statement by **** Lincoln Columbia is confusing given **** Lincoln Columbia diagnostics that nothing was wrong with vehicle.
  4. False statement by **** Lincoln Columbia regarding inability to replicate the issue, as there is evidence of consumer vehicle having experienced a turbo failure.
  5. Hearsay statement by **** Lincoln Columbia regarding service records, as consumer service records that were made available were provided to **** Motor Company Customer Relationship Center.
  6. Hearsay statement by **** Lincoln Columbia on third party warranty provider formal denial of claim, which **** Lincoln Columbia was not involved in.
  7. False statement by **** Lincoln Columbia on third party warranty provider formal denial of claims, which consumer has on record formal response that the warranty provider used their right to deny per the terms given the circumstances and associate gap of diagnosis between **** Lincoln Columbia and **** Lincoln Franklin.
  8. In whole, unfortunately this emotionally charged response from **** Lincoln Columbia is nothing more than classic Plausible Deniability; especially given the above facts that refute their response and further the consumer having been advised by **** Motor Corp Customer Relationship Center management that the only course of remedy for the consumer for any negligence by **** Lincoln Columbia requires me to file a formal claim against **** Lincoln Columbia with the respective regional general sessions court(s).
  9. Consumer further states that this complaint is being made against **** Lincoln Columbia and not with **** Lincoln ********* **** Motor Company, and/or any other involved third party.
  10. Consumer will no longer provide any further information or supporting evidence to **** Lincoln Columbia via this BBB complaint record given the unsatisfactory response provided by **** Lincoln Columbia posted 09/27/2022.
  

  Business response

  11/01/2022

  we stand by our first and only response.

   

  sincerely,

   

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

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