ComplaintsforMaclin Ford

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On jan 2024, I went to Maclin ford for warranty on my truck's steering rack. My steering rack was replaced originally at ***** **** in may 2022. Maclin took 3 weeks to get a remanufactured steering rack, did not disclose they were installing a used part. Installation was done mid February 2024, end of February I took the truck to guardian automotive for a second opinion because my truck was still making odd noise. Their full inspection noted that inner tie rods were in poor shape, and need replacing. Told Maclin ford, went in first week of March, initial assessment agreed that both rods needed replacing but they would need to order the part in, so another 4 days pass. Meanwhile I was in talk with Maclin's service manager, who was adamanant that they would ************* used inner rods with a new steering rack. Come March 8th, date of installation of rods, only one inner rods got replaced. Confused by this, I tried to work with **** but absolutely went back on every text message and denied it all, and is not willing to replace the left side inner tie rod, even though you would expect a new rod to be used when remanufacturing a 'new' steering rack. However still no recognition that clearly the rods were missed on the rebuild process and **** is refusing to correct this gross oversight of negligence. Simply brushed it off as 'that's what they sent us', as if that solved the actual issue of installing worn/faulty inner tie rods.

• Initial Complaint

  19/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 24, 2022 I attended Maclin Ford and informed them that I wanted to buy a 2022 Bronco. I met with ***************************** as well as another individual at Maclin about this vehicle. Given the high demand for this vehicle, I was offered to put down a $200 refundable deposit on a model, which I did. I was informed that if a 2022 model didn't come in, they would switch me to the ************************************************************************* transfer it to a 2023 version. I signed the order and paid $200 on my ***** I never received any calls from anyone at Maclin Ford on my order. I attended at the dealership in October of 2022 to inquire as to the status. I was informed my order was still on file and I was still on the list for a 2022 Bronco. I never received any contact from Maclin. In April 2023, when it became apparent I was not getting a Bronco, I started calling Maclin reception to obtain a refund. I initially was directed to leave a message with ***** (sp?), which I did on three occasions between March and July of 2023. I never received a response. I then was directed to leave a message with ********. After leaving two messages with no response, I finally was able to call and speak to him on August 9, 2023. After explaining my situation to him, he indicated that he would be able to have Maclin process my refund. I provided him with the two attached documents and my **** information later in the day on August 9, 2023. I followed up with him on August 18th and August 28th (both times he said he would check on my refund). I followed up further on September 11th and September 27th inquiring about my refund indicating that I had no refund and I had little option other than to make a BBB Complaint. I received no response from either text. Essentially Maclin took my $200 over 18 months ago, never made one call to update me or respond to my inquires, and then and when I finally was able to obtain contact with Maclin, nothing was done.

  Business response

  30/10/2023

  I reached out immediately upon receipt of this message. Deposit has been refunded and we have given a credit in parts and service for the inconvenience. 

  Customer response

  06/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  19/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 12/06/21, we ordered two **** Transit Vans at Maclin Ford in *******. Sales Code: CB6060 Order Code: T149 We put a $2000 deposit on these vans. We were told 3 month delay. I have been calling and following up with Maclin for every few months, they claimed no VIN number was selected yet but were still on the waiting list. Today is 09/18/2023. I had had enough and went to Maclin to try to get some answers. Maclin has informed me the vans are no longer in the system and not on order. I was offered to place a new order and wait 6 months. The new vans will cost $30,170 more than the original order. I have been following the transit market closely for quite some time now. Transits have been selling for over MSRP for some time now. Used Transits with 100,000km have been selling for upward of $25k CAD above MSRP. We have heard stories of dealerships selling customers places in line due to the high margins. I would not make such an accusation of Maclin Ford however the optics of this situation are quite concerning. Maclin has been holding our deposit for almost two years. I find this highly unprofessional. ****s accounting practices of holding customer deposits and either: Not placing the order Cancelling the order Selling the order to another customer While not sending the customer notification and telling us our order is still delayed are illegal. **** has cost us revenue, future revenue of $30,170 plus the extra interest burden. We would like **** to explain how and why this has happened. We would like **** to honor the original sales price and interest rate expected.

• Initial Complaint

  21/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 10, 2022, my 2015 **** Escape Titanium (VIN: *****************) was severely damaged by Maclin Ford during a windshield replacement service. I had purchased the vehicle in 2016 and took meticulous care of it. I was regularly assured by those who checked it during maintenance, that it was in perfect driving condition. *********************** was my service advisor. I was told it would take a few hours and would be contacted when it was complete. When that time came, I arrived prepared to pay and take my car home. Shockingly, ************ advised me that my **** Escape was no longer drivable. According to ************, the gaskets were shot and my vehicle required a whole new engine. I inquired how this could be possible since I had only required a windshield replacement. *******************, the assistant service manager advised me that it overheated during a test drive on **************. While I question the necessity of a test drive to begin with, I would expect the mechanics at Maclin Ford to have the ability to read the vehicle's temperature gauge and prevent the overheating of my well-maintained **** Escape, while in their care. I had not been having any such problems while driving it myself. They still charged me for the windshield $396.34. Following the incident, I was forced to purchase a new vehicle. I inquired with Maclin Ford as to the possibility of a discounted trade-in. *****************************, sales personnel, indicated that the most they could give me for the **** Escape was $3000. I was offered $12,000 by several other dealers, even with the gaskets blown. Left with no other option, on Aug 16, 2022, I traded my **** Escape in for $12,000 and purchased a comparable replacement vehicle for a sale price of $32,999. On Jan 23, I sent a letter of complaint to Maclin Ford requesting a response by Feb 6. I was told that it was sent to their legal department, but did not hear from their legal team. I sent a reminder on Feb 16 and still have not heard from them.

• Initial Complaint

  30/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2019 f150 from the dealership with extended warranty, immediately after purchasing the vehicle I found out it was a **************** registered vehicle that needed an out of province inspection. The vehicle did not pass due to a rear pinion seal. So I drove for 2 months with a dealer plate, in these 2 months the catylitic converters failed due to other major issues. Due to poor mechanics in the shop they put the wrong parts on and ignored/ did not find major issues wrong with the drive train when brought to shop multiple times. The vehicle went in 4 times and was dismissed/ given back still broken, still not registered in my name, dealer plate on. After 6 months owning which most of the time the truck was in the shop waiting for back ordered parts, I was given back the vehicle with new catylitic converters which then failed within ****km of driving. A major issue was missed with the fuel injectors causing the motor to blow up, leaving me without a vehicle, after ****** kms of me owning it. Other dealerships claim they cant work on it and Maclin is saying it will be 6+ months to get a new motor and tried to rip me off 40 thousand dollars on a trade in after buying a lemon that they incompetently worked on resulting in engine failure.

  Business response

  23/03/2023

  This has been rectified. Traded out of problem unit into new. Customer and business are both satisfied with thus result. 

*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. ↩