ComplaintsforHolmes Tuttle Ford Lincoln Mercury

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a certified pre-owned 2023 Ford Bronco Sport Heritage from Holmes Tuttle Ford on March 27, 2024. Although I paid them an additional $500 for the Karr Security BT 3-year protection plan, their paperwork showed the protection as being “Declined”. The car was advertised as having the Ford Blue Advantage Gold Certified protection, which both the sales rep and Finance Manager confirmed several times prior to the sale, but I was given absolutely no paperwork on it, something the Sales Manager at my local Ford dealership here in Albuquerque said that I definitely should have received. Multiple phone calls and e-mails to the sales rep (********* ****), the Finance Manager (**** *******), and ultimately the General Manager (*** *********), requesting that they correct these issues, were patently ignored.

  Business response

  06/13/2024

  We are showing the Karr Security System as billed and active on our end.  We have reached out to Karr Security Systems this morning to confirm active on their end as well.  Karr Security Systems dispatch will be reaching out directly to the customer with next steps and to answer questions on the system.  Our customer did purchase the system and it is active per our records - we activated with Karr Security Systems and they billed us for the activation.  Attached is the paperwork signed by our customer for the Ford Blue Advantage program.

  Customer response

  06/13/2024

   I appreciate the documentation the dealer has provided for the Ford Blue Advantage Gold Certified coverage. However, I feel that the attached documentation of the Karr Security BT plan, which is simply a form showing it being "Active", is insufficient proof of purchase from a legal standpoint. As the Finance Manager promised that he would revise the Work Order after I changed my mind and indicated that I wanted to purchase the Karr Security BT plan, I would like to either receive legal documentation of the purchase or, at the very least, a revised Work Order showing the purchase price (without my signature on the waiver and without the "Deactivate Protection" box ticked).

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need my FORD serviced and have called, left messages, emailed, talked to “Jessica”, and cannot get an appointment. The service department is non existent. They are only interested in sales, no follow up at all. Once “Jessica” found out I wasn’t actually interested in purchasing a vehicle she was completely uninterested in getting me a service appointment.

  Business response

  05/11/2024

  Our dealership has made multiple attempts to contact Ms. Barrett at the phone number and email address provided in this complaint but these attempts have been unsuccessful. We will continue to make efforts to contact Ms. Barrett and assist her with scheduling her requested service. Online scheduling can be found at ************************* ********** ** ***** ** **** ********* *** ** ** ** *** *** ** ** ** ** ************* 

  Customer response

  05/13/2024

  They made exactly three attempts to contact me in two days. I made at least 50 attempts, over many months, to schedule my maintenance with no response. In any case there is no way I would take my vehicle there now so that they can retaliate against me by further breaking things and coming up with fake charges. 

  Business response

  05/15/2024

  We are certainly disappointed to hear that there is no way you would take your vehicle to our facility due to the issues you have had with scheduling. Our service team goes to great lengths to make scheduling as easy as possible. As outlined in our previous response; scheduling can be done by phone, email and online. In addition, I have sent an email to you regarding two open recalls for your vehicle that we can assist with through our Mobile Service Program. We would appreciate the opportunity to service your vehicle and apologize for the previous scheduling issues you experienced.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 09, 2023 , I purchased a 2023 Ford F150 from Holmes Tuttle Ford, and I must say, it was a pleasant surprise. While I thought I was getting a brand-new vehicle, I was actually sold a courtesy vehicle, and here's my complaint based on this experience. First and foremost, the sales person never mentioned and/or disclosed that the truck I purchased was used as a courtesy vehicle. Holmes Tuttle Ford never mentioned on their internet website that the truck I purchased was a courtesy vehicle. It was not until the Finance Manager mentioned the mileage being at 4000 as we were signing the purchase agreement. My mistake was we should have stopped the deal and walked out. But I was reassured the vehicle was considered new and well-maintained/inspected thoroughly. We went home and inspected it all around inside/out very carefully. The so called "New" truck, had several imperfections. The truck bed paint was really scratched along with the front passenger fender had several scratches on the paint. The tailgate bed rail showed wear and tear. We immediately contacted the sales person on Monday, September 11, 2023, when the dealership opened. I advised him we were on our way to talk about our concerns and try to terminate the purchase agreement. Upon, speaking to the Sales person and Finance manager and sharing my concerns, I was advised there was nothing they could do and it was miscommunication and offered no resolution other than washing the truck and filling up my gas tank. My resolution is they should address my concerns and potentially offer options to resolve the issue. I believe that I was misled and there was misrepresentation, as Selling a 2023 Ford F-150 as new when it was actually a courtesy vehicle may be considered deceptive or fraudulent. It's essential to ensure transparency and honesty in such transactions.

  Business response

  10/23/2023

  The customer is correct in that she purchased a courtesy vehicle. The vehicle had a $5,000 discount listed on the windshield as well as a demo sticker. The customer test drove this vehicle with over 4,000 miles on it and as she stated was disclosed that is was a courtesy vehicle and had 4,082 miles on it before she signed and took delivery of this vehicle. Due to mileage and any wear the dealership discounted the vehicle accordingly. The vehicle is still considered new and carries the new car warranty. In fact the Manufacture extends the warranty 6 months and 6,000 miles as additional benefit to the customer. At any time the customer had the option to inspect and or decline to purchase the vehicle with mileage and wear. Should the customer have any warranty concern the dealership would be happy to address.

  Customer response

  10/23/2023

  I do not accept the response made due to the following reasons:  

  >Company states the vehicle I purchased had a $5000 discounted sticker on the windshield, this is not correct.  The windshield did not have any discounted prices or demo sticker.

  >The website of Holmes Tuttle Ford did have a Recent Price Drop of $5000.  

  > Company states I had the opportunity to thoroughly inspect the truck.  This in fact is not true, the sales person was in a hurry to take the vehicle back to get detailed prior to the service dept closing for the night.  Upon, them bringing the vehicle out it was already dark and the paint damage to the bed of the truck and fender was not noticeable.

  >Company states that at any time I had the opportunity to inspect and decline the purchase of the vehicle.  Well, in fact I returned upon the next business day of Holmes Tuttle Ford being open on Monday, September 11th after inspecting the vehicle at home on Sunday, September 10th and was advised their was nothing they could do. The only thing that was offered by the sales person was rewash the vehicle and fuel the vehicle at a later time within the month. The Finance Manager did attempt to negotiate a truck bedliner with the General Manager and it was declined.  

  Like I advised the sales person, had he been transparent and honest from the beginning, I would have never purchased the vehicle.  If you go to *** ***** ****, they clearly mark the courtesy vehicles with a window sticker and advise on their internet website.  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wanting to get the transmission control module fixed on the company extended warranty for my 2012 fiesta. Dealer is telling me to drop it off and they will get checking/working the issue sometime in around 2 weeks. They refuse a rental until it is checked leaving my wife without a vehicle to take out 2 young children to appointments. I am additionally concerned that they will not have the part and we will be without a vehicle for even longer. Very disappointed with this and the way information has been provided.

  Business response

  08/18/2023

  Our service manager contacted the customer and was provided the vehicle information from the customer to verify if the vehicle had an extension of warranty coverage available.  The customer has been offered an appointment for a same-day diagnostic.  If the fault is due to a covered component, rental assistance from the manufacturer will be provided and the part will be ordered and installed.  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 Ford F-150 from Holmes Tuttle Ford. It has the maintenance for life. I scheduled a routine oil change. I dropped the vehicle and upon pick up was informed that there was a leak in the coolant line going into the turbo for the echo boost on just one side of the engine. I spoke with the Service Manager and expressed concern that I was leaving within the week to drive across AZ to CA for a conference. They stated that is was not a big deal and I should be fine. I chose to not drive, as it was in the high 90s during this time of year. I took an alternate vehicle. I was called while out of town to schedule the service. I complained to the call center representative about having to wait weeks in AZ for a coolant leak. I never received a return call from the dealership. Upon arriving, I drove to the dealership on the day it was scheduled, as no confirmation call was made. It was not on the books, nor was any appointment noted. The Assistant Service Manager allowed me to leave it. The estimate was to replace both lines, though one was tested as not leaking and the manifolds were probably going to be broken during repair. I paid $169 for the inspection. The estimate was just over $4000. I took the vehicle for a second opinion and was informed, there was no leak. It was discovered that the engine was covered in burnt on oil and anti-freeze, probably spilled during the last oil change. I have only taken it to this dealership for service. I paid just over $200 for the engine to be cleaned and tested at a different service company. When the engine was cleaned, it was tested and there was no leak. I have now called the Manager at the dealership and requested a refund of the inspection fee. I have not received a return call, even though I have left over 4 messages. I would like to have $169 returned, this was not a correct diagnostic estimate. I informed the dealership I would file a complaint if I did not get a response.

  Business response

  07/11/2023

  We have contacted the customer and resolved the issues to their satisfaction. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Holmes Tuttle ford sold me maintenance for life service for which I paid $1000. Each time I need oil change I have to wait weeks or month to get in. I purchased my ford in 2017 and since 2018 I have the same issue each time around 5 times total. Each oil change is about $50. So far, I have used about $250 of maintenance plan. I want Ford Tuttle to refund me the rest if they cannot fulfill their obligation, so I can get oil changed elsewhere without long wait and inconvenience that Holmes Tuttle Ford puts me through each time. It is difficult to get thru, they do not answer calls, do not call back, no appointments available to schedule online. After calling 4 times today a rep told me I can get oil change soonest July 21 st at 9 am or 1 pm. If it doesnt work for me, I have to wait longer. I asked to speak with manager, but no luck.

  Business response

  06/27/2023

  The customer was contacted and was given information on how to schedule a service appointment online. She was shown multiple dates/times were available for scheduling prior to July 21, including an appointment for the very next day. The customer chose the most convenient date for her which was July 11. She was also informed that she is able to utilize any of the 10 Jim Click / Holmes Tuttle service locations in Tucson to perform the Maintenance for Life Services. The customer was satisfied with the resolution and appreciated the follow-up. 

  Customer response

  06/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20207367, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Victoria Mitchell
  
   
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see attached complaint to the business.

  Business response

  04/05/2023

  The dealership contacted the customer and the vehicle was dropped off and repaired.  The customer was provided a loaner during the repair.  The dealership will continue to work with the customer to ensure they are satisfied with their vehicle. 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Ford maverick I purchased an alarm with it that was to be activated by a company coming out to my house when the company came out they put the alarm in but the alarm continued to go off because it’s a hybrid truck they’ve never done one I paid $690 to the dealership the company that came out to install the alarm removed it the very same day because it’s not compatible with the truck and the diagnostic system it runs throughout the day now I notified Rene he was the salesman he said he would notify Khaleb he is the finance manager , To have this issue taken care of well three months now I’ve asked for my money back I’m getting the run around Khaleb I’ve left four messages for has not returned one call I’ve spoken to the salesman Rene multiple times He has stated that Khaleb is working on it how long does it take to get something taken care of I purchased in June 2022. I notified them A week following the alarm that could not be installed requesting my money back I have the receipt I have information from the alarm company yet they can’t take care of one simple task I’ve been told multiple times that Khalid is trying to get a hold of the alarm company to verify I can verify within five minutes of calling the alarm company I would appreciate my money back $690 for an alarm I don’t own and is not active, it takes two minutes to talk to a representative at the alarm company and they will tell them that. yet three months now!! This is very tiresome trying to deal with a company that does Business in this fashion, July 12 what is the date I notified them we are now September 21

  Business response

  09/22/2022

  We apologize for the inconvenience and delay in your KARR alarm refund.  A refund check has been requested today and will be mailed to you at the address on file.  Please feel free to contact me with any questions at 520-884-4109.  Thank you.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2018 Ford F -150 from **** **** in Phoenix in June 2021. It had 46,000 miles on the clock. After 54,000 miles it has an issue (rattling when starting) and I took it to Holmes Tuttle Ford in Tucson and under Fords customer satisfaction program they performed a re programming . I then took the truck back to Holmes Tuttle for an oil change in November 2021 with 69,000 miles on the clock. They now claim I need a whole new engine costing $12,000 USD. The issue with the truck also has effected other parts of the engine

  Business response

  02/08/2022

  As the customer has noted, this vehicle was purchased used from a dealership in Phoenix in June 2021, with 46,162 miles on the odometer. As they refer to a repair in July 2021 at our dealership, this involved a repair concern that can be described as a rattle type noise when starting the engine, or a knocking noise when the engine is idling. The manufacturer had already announced a customer satisfaction bulletin (21B10) to address this concern primarily as a powertrain control module reprogramming, however, should the noise persist there was a secondary measure that involved replacing all 4 cam phasers that are making the noise. The manufacturer has also noted that a cam phaser that develops an undesirable noise will not affect the safety, performance or emissions of the engine. The repairs performed during this July visit included the computer reprogramming and the replacement of the 4 cam phasers under the manufacturer powertrain warranty (5 years/60,000 miles – whichever comes first). Upon completion of these repairs the noise concern was no longer present. Note these cam phasers are located in the front section of the engine, referred to as the timing chain area, and do not involve the internal workings of the lower engine crankcase. As the customer presents their vehicle in December 2021 (16,016 miles since the cam phasers were replaced) the concern is described as an engine knock at idle. The technician performed a cylinder power balance test, noted that the noise changed when cylinder #6 was deactivated, and recommended the engine oil pan be removed for further internal engine inspection of the lower crankcase. Upon removal of the oil pan they discovered pieces of the piston skirting in the bottom of the oil pan. This current engine concern is not related to the previous repair visit in July 2021. As part of this current repair visit, the vehicle now has 69,551 miles on the odometer, and the manufacturer powertrain warranty coverage has expired. Additionally, it does not appear that the customer purchased any type of extended service warranty when purchasing the vehicle used from the Phoenix dealership, thus the repairs will unfortunately be at owner expense.  
  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been extremely disappointed with the interactions I have had with the Jim Click/Holmes Tuttle Ford dealership in Tucson, AZ. I have recently learned that my vehicle has a coolant leak which resulted in the corrosion of the car's battery packs, according to TSB 20-2140 which was released on April 23rd 2020, and resulted in a "Stop Safely Now" error that does not allow the vehicle to be driven. This error occurred for the first time on October 13th, 2021. The vehicle was then towed to the Holmes Tuttle dealership for repair. The dealership failed to properly diagnose the coolant leak and instead focused on repairing TCM wiring and a tie rod. On 10/27, the dealership called and said that the car had been repaired. At that time, believing that the vehicle had been fully repaired and would be operational, I went ahead and asked for the tires to be replaced, as well. I paid about $1500 for the work done on the vehicle on 10/30, and when I picked it up it was not fully charged and still showed a service wrench error. I drove about 5 miles home, parked the car and plugged it in and let it sit overnight to charge. On 10/31, I tried to start the vehicle, and it showed the "Stop Safely Now" error and would not start again. Triple A was called and they said the 12v car battery was dead. On 11/4, Triple A replaced the 12v car battery but the vehicle would still not go into drive mode and the "Stop Safely Now" error was still present. Once again, the vehicle was towed back to the Holmes Tuttle dealership. On 11/5, I was notified about the coolant leak and battery corrosion which requires a $15,000 replacement of the battery packs. If the issues had been properly diagnosed on 10/22, then I would not have spent $1500 on unnecessary repairs. I have not had the use of this vehicle for over a month now.

  Business response

  12/02/2021

  This complaint states the vehicle was towed in related to a technical service bulletin that addresses a coolant leak and/or terminal corrosion failure which causes the Stop Safely Now error light to illuminate and causes the vehicle to not start (move since it is electric), adding that the dealership failed to properly diagnose a coolant leak. The following response will be very lengthy in order to provide all the information that supports the fact that this complaint is written using the information from this bulletin “after the fact”, and does not accurately describe details from the initial repair visit.

  The technician first verified the vehicle would not start (move) where it was first unloaded in a designated tow zone parking space, next they performed an under-hood inspection, and immediately identified chewed wiring by pack rats as part of the TCM (transmission control module) wiring circuit. This discovery was reported to the customer while requesting approval for the estimate to repair this concern. Upon receiving their authorization and completing the wiring repair, the vehicle now started (moved), and there were no warning lights displayed. The technician proceeded to clear failure codes and inspect (per the technical service bulletin) the batteries for signs of coolant leakage, the electrical connections for corrosion build-up, and did not identify either concern. They then proceeded to conduct an 8 mile road test to verify vehicle operations and that there was no return of any warning lights or failure codes. As part of our quality control process, the vehicle received a secondary and independent 8 mile road test, and again operated properly without the return of any warning lights. Based on these results the customer was notified the vehicle was repaired.

  The customer states next in their complaint that upon picking up and starting their vehicle, they noted the service wrench warning light was on, but proceeded to depart (move) without apparently bringing this to any dealership personnel attention. Note that the service wrench warning light is not the same as the stop safely now warning light, and that the vehicle did start (move), as it had several times prior after the wiring repair was completed. As the customer experiences the stop safely now – vehicle will not start (move) concern after driving approximately 5 miles home, they proceeded to have the vehicle towed back in for evaluation. At this time as the technician clears the failure codes, the vehicle will start (move), and once the vehicle is turned off it will not start (move) again and the stop safely now light is illuminated. These are clearly not the same conditions as encountered in the first visit since the vehicle performed properly on different road test evaluations before releasing. Further inspection determined there is now a fresh coolant leak in one battery. There is again no corrosion build-up on the connections.

  Recognize there was approximately 21 miles of operation and a matter of days since the previous repair had been completed, and unfortunately, this is the difference between a condition that was not present and an inspection that did not identify a coolant leak and then one where it was present which is causing the consistent problem at hand. The key point to this information is that for any component that fails, there can be a moment in time when that component is ok – and then a moment in time when it is not ok – and this moment in time margin can simply be a split second.

  The dealership understands that the customer would not have approved to spend money on this vehicle had the coolant leak been present in the first visit, however, this was not the case (as displayed by a series of proper operations during the first repair visit) and could not be avoided. In the interest of customer satisfaction and goodwill, the dealership presented a goodwill assistance request to the manufacturer to help offset the estimated $15,000.00 expense. After several discussions while emphasizing the vehicle warranty period of 8 years/80,000 miles had expired only months ago, we received an approval to complete this repair at a 50% / 50% participation level where the customer would be responsible for about $7,500.00 of the repair need. We will be informing them of this approval decision after completing this BBB response. Please be advised that the customer has already contested their credit card charges with their merchant card holder and the dealership has already been charged back the $1,500.00 spent for the wiring repairs, tires and tie rod end they mention. Based on such the dealership will not need to respond to the desired resolution.

  
  

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