ComplaintsforFuture Ford Lincoln of Roseville

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me ******************************* and my wife *************************** just bought my truck **** f 150 2024 I only have barley a month with it and the air conditioning jammed. I took it to the dealer to get it fixed but the dealer stated that **** do not have the pieces to fix the problem and also stated that they have over 200 vehicles with the same problem. They also dont have a date for when they can fix the issue in my truck. I am losing a lot of money because I need the truck for my work. I have been renting another vehicle to continue work because **** could not lend me a truck meanwhile my truck is being looked at. This is the reason why I am needing a refund. Thank you for your time.

  Business response

  06/22/2024

  Good morning ***************, I can assure you that we are doing everything we can to get you taken care of.  Hopefully our systems are back up and running Monday and I will be able to get you more precise information. Unfortunately, when there are parts on back order, there is nothing we can do.  Like I said, we are doing everything we can to you back up and on the road again.

  Thank you

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

  General Manager

  Future Ford Lincoln of Roseville

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This dealership does not care anything about the customer only making a profit and pure greed. I went to this dealership after after dealing with issues from another? Everything from the get go was a complete rush? I explained i was in the process of a lemon law buy back and If we could wait until Everything was completed that Monday. They would not wait the deal was done as i was driving home and they did not honor a $1500 dollar rebate which i provided that Monday, They then told me if i did not provide proof of The *** deal that my current deal would be canceled and the car would need to be returned. They then proceeded to tell me that they spoke to For credit and everything was clear when in actuality it was not, now the vehicle will need to be returned and i will have to go through the car buying process all over again. DO NOT BUY FROM THIS DEALERSHIP!!!!!!! THEY ARE ONLY OUT FOR MONEY AND NOT TO TREAT THE CUSTOMER AS A PERSON INSTEAD OF A CHECK.

  Customer response

  06/04/2024

  I did in fact reach out for clarification and to see if the issue could be resolved, I did this on 5/26/24, at that point I was told I had nothing to worry about as the situation was resolved. This was not the case, Before they could even finish the contract and validate anything they proceeded to just cash my deposit check, Now they are taking the car back on 6/5/24 because they will not reach out to **** credit to verify the completion of the ****

  Business response

  06/04/2024

  Good afternoon ********.  I am sorry for the inconvenience with the paperwork, however After talking to ******, it seems as though everything is correct now and he has handled the issues with ****.  If for some reason that is not correct, please reach out to me ASAP and I will make it happen.

   

  Thank you

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

  General Manager

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

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2020 we purchased a 2017 **** explorer from Future Ford of Lincoln/Roseville. We spoke with the salesman on multiple occasions during that day, that we wanted to be sure that we purchase an extended warranty for the life of the loan with the vehicle. We were assured time and again that, that is what we were getting. We signed all documents, and we're on our way. 3 months later, in Nov 2020 (approx) we had to take the vehicle in for a clunking that sounded as if it were coming from the transmission. They fixed nothing for transmission. Fast forward 4 years, and now we are having an issue with the transmission again, and upon looking at our paperwork, we realized that we were never signed up for that extended warranty, and it had expired 2 years ago ( much to our surprise) I have contacted the dealership 3 times, and no return phone calls. I had spoken to a salesman that said that he would get us a quote for an extended warranty - but he has not called back and I have left a voicemail with the top sales manager since then. I am sick to my stomach that they did not give us what we had initially asked for, and even more upset that I trusted that this dealership had our best interests at heart. I would not have made a purchase through them at that time if I was told we were unable to get a life of the loan kind of warranty.

  Business response

  05/13/2024

  Good morning, After looking into this, it appears that you have since spoken with *********************.  He told me that you are now considering trading your vehicle in.  Please let me know if that is not accurate.  

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

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

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 f 150 2/25/24, I will say everyone was so helpful when it came to getting me into this truck, but have been trying to contact them since the next day and can't get any response, they sold the truck showing the wrong window sticker leader me to believe the truck was originally more than it was by 20k then sold with different tires 3 are one brand 1 is another brand, the truck has been dead in my garage for the week I've owned it because the battery won't hold a charge, This is a **** PRE-OWNED CERTIFIED USED VEHICLE, supposedly with all the warranties, I've called left messages, sent emails, text messages, zero reply from anyone a future ford, as a matter of fact I've been hung up on 3 time. What's it going to take for this dealership to step up and do the right thing. I spent a great deal of money for a vehicle I can't drive, why should I spend another $250 for a battery and another $1,000 or more for matching tires, shouldn't this have had a new battery and matching tires,???? Or does CERTIFIED PRE-OWNED, means oh well you get s*** and we won't talk to you if you approach us with an issue.

  Business response

  03/06/2024

  Please reach out to me ASAP.  You should not have these issues.  I will get it handled for you immediately.  

   

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

  General Manager

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck from future ford in the Roseville auto mall. They were very selective in what information they shared about the truck. They talked up all the checks they did on the truck, but didnt disclose that the trucks engine has excessive idle time. This is a diesel truck, and idle time causes build up in the motor. Engine run time is over 1700 hrs and idle time is 615 hrs. When I brought this to their attention they refused to take the truck back. To make up for the deception they gave me a good deal on the service plan and warranty. If they had disclosed the idle hrs, I wouldnt have bought the truck. They also didnt inform me that this truck was a prior rental until we were half way through the paperwork. They have very deceptive sales tactics and would recommend that people avoid Future Ford. I will never do business there again.

  Business response

  02/27/2024

  Good afternoon, thank you for reaching out.  First off, I want to say thank you for your business.  I did some research on my end, and it appears that during the process there was some issues that you were not happy about.  I'm pleased to hear that the guys went above and beyond to take care of you.  Unfortunately, idle time on a motor is not something that we check when certifying vehicles.  Regarding the rental, I believe it was disclosed to you, as a matter of fact we have your signature stating that you understand it was a rental and you still moved forward with the purchase.  However, I'm glad that the finance manager was able to get you a fair price on the warranty that will ensure that you have coverage up to ******* miles.  If there is anything else that I can assist with, please don't hesitate to reach out.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whatever any of you do, steer clear of future Ford Lincoln, mercury service center in Roseville **********.Had them do a three hour parking brake repair on my 23A. Took them 16 days to perform the service. They wanted to charge me $4200 for unnecessary repairs they cooked up.They damaged the top of my **, left, wide, open cracks where the roof meets the back wall of the *** Not sure if the idiot performing the service lifted it too high or somebody backed into something with the passenger side, rear of the ** and caused the damage.They are genuinely horrible service center for your vehicles.This just happened last week. My ** was literally perfect. Aside from the parking brakes needing adjustment. Bumper-to-bumper, it was spotless. Mechanically it was as close to flawless as it gets. What a bunch of effin idiots. Seriously, steer clear.

  Business response

  01/18/2024

  We here at the Future Ford ************ take these comments very seriously and are always trying to give our customers the high quality of service that they desire. we looked into ********************** concern about damage to his motorhome. during our repair we only lifted his coach approx. 1-2 feet off the ground and removed his rear tires to work on his emergency brake system. the time it took to perform the repairs was held up due to parts availability. after repairs were made we road tested coach and informed Mr. ******* of it's completion. he did road test the coach before closing out his bill. after taking coach home he washed it and found damage to his roof. he then called us about the damage and we investigated it. We checked all video we had of his coach. we checked the stall it was in for any overhead obstructions and came to the conclussion that the damage had to have occurred before it arrived. when checking into his concern we found that this coach has been a daily rental from criuse america and that Mr. ******* purchased it from them. it had over 150K miles on it when it came to us and was not in perfect condition. we have spoke to his inssurance company rep. twice and she has come to the conclussion that we did not cause the damage and that it was caused by a possible tree limb and we do not have trees here at the fleet center that tall to only damage the roof. I do hope Mr. ******* finds resolution in this concern but we here at the Future Ford ************ handled his coach carefully and with resolve to his primary concern.

  Customer response

  01/18/2024

  I am rejecting this response because:  We came to the conclusion the it looks like the ** was either backed into something, or something was backed into it.  The passenger rear corner is slightly crushed, and there is a wrinkle in the side panel on the passenger side.  If you claim you have video, we would like to see it.  There was no damage to the ** prior to it being dropped off at your service center.  There are pictures of the ** taken the day before it was dropped off at Future Ford that clearly show no damage.  The ** was damage free prior to you having it for 2+ weeks.  The insurance company (and I) want to see the video of the ** being pulled out and parked in front of your gate prior to my picking it up.  Specifically that angle from your gate camera will show the damage you caused.  
  

  Business response

  01/29/2024

  It was determined that there is no way possible for the damage on the motorhome to have happened here.  The shop is an open bay with a 60 foot high ceiling.  

  Customer response

  02/01/2024

  I am rejecting this response because The business previously claimed they had video surveillance of the service Bay. They also have video cameras located at their front gate and in other areas on the property. I would like them to produce video of my RV As it came through their front gate onto their property when I drop it off, and then video of the *** leaving their front gate when they parked it outside the gate for me to pick it up.

  This business is lying and has caused me a substantial amount of time and stress

  The business is lying. They clearly have the ability to prove themselves innocent or prove me wrong with video. I would like the surveillance video.  If they failed to produce it, they are clearly at fault and lying.

  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a **** Mustang 2020 from Future Ford Lincoln of Roseville in August 2023. Salesperson ****** and his Manager ***** sold me the car. They gave me one set of keys for the care and ****** told me that the second set is in their store in ******, and he will get it for me. I have called several times and spoke to ***** yesterday and again today; he told me that the car only has one key and I could buy a second set of key if I wanted to. As I told ***** I bought the car with two sets of Keys, and they have not provided the second set. He is not answering my call now. I feel deceived and lied to and I want someone to call me and give the key as promised. This is not acceptable. thank you.

  Business response

  10/23/2023

  Good morning ***********, I am sorry to hear of your inconvenience.  We will get a due bill for you to get a second key.  Please contact me when you get a chance.

  Thank you!

   

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

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

   

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been at the future ford Lincoln of Roseville since 7/11/2023. Today is 09/07/2023. The vehicle has coolant intrusion in the engine. My warranty approved replacing the engine 7/25/2023. The engine is apparently on back order. After patiently waiting the 2 weeks I was told it would take to receive the engine, my service advisor claims theres no engine coming anytime soon. He recommended a vehicle buyback with the ******************* So I went ahead and submitted a buyback claim. August 15th 2023 my claim was submitted. The same day an email was sent to a *************************, service director of future ford Lincoln of Roseville. ****************** has not responded by sending my vehicles RO history or any of the attempts Ive made to talk to him directly. *** been made aware of the situation very recently that his negligence was the cause of the hold up. So I go ahead trying to reach ******************. Call multiple times, no answer. Leave messages for a call back, no response. Even went in person after verifying from other service advisors (remaining anonymous) if he was in office, which they confirmed he was, to try and track down ******************. They claim he is out of office, after asking my name and if I was a customer. I have yet to hear from ****************** to this day. Very dissatisfied with the treatment from ****************** and the whole Future Ford Lincoln of Roseville as a whole. My family has been jumping through hoops to manage our lives without our vehicle. I do not want anyone else to have to go through what we are currently going through. Im fed up and still no one that can help me. I need this situation to be resolved as soon as possible.

  Business response

  09/08/2023

  yesterday was the 1st time I have heard about this customer. After going through my emails i found i received an email from **** when i was out of town. Never have i received a voice mail from this customer. Information was sent to **** yesterday while she was here at the dealership. This is a **** Motor Company concern. thank you

   

  Customer response

  09/08/2023

  I am rejecting this response because: I still have not heard from ****************** myself. He sure seems to respond quick to a complaint, but not to a unsatisfied customer. I need to know that he, himself, has responded to the initial email that he seems to have missed while on vacation. If it wasnt near impossible to get ahold of ****************** this complaint wouldnt exist in the first place. Until my case manager tells me he has submitted my vehicles RO history himself, by replying to the initial August 15th email or he blind copies me to the email, Im not satisfied. My family has been without a car for months because of his negligence. Unacceptable.
  

  Business response

  09/11/2023

  called and left message. Customer was here at the dealership last week and worked with our service manager *********************. He submitted the paper work to ********** Company. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I located a desired vehicle on the lot. *** sticker said it was a 2017 with ***** miles. *** salesman scanned the vehicle and said the price was $35500. I asked him several times on the way to the showroom and he assurred me the price was accurate. After waiting at the negotiating table for 20min, he came back and said the vehicle sticker was wrong and the vehicle was actually a 2020 and the price was $39500! Classic bait and switch! ***n he started talking about non negotiable and how about if he "discounted the price from $39k to $35k" and what a good deal that would be! No mention that the vehicle was MARKED AS $35K and the discounting should have begun from that point. This sort of sales tactic is not only disingenuous, it is illegal.

  Business response

  08/20/2023

  We matched the price that the client saw online.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *****************, I recently had an issue with my 2017 Lincoln Mkc, I lost power all of a sudden and my vehicle was at this point undriveable. I brought my vehicle Future Ford Lincoln Roseville on or about April 11, 2023. After days of no communication with the service professional I called for an update, I was advised that there were a few cars ahead of my vehicle and more time was needed to explore the issue. Once my vehicle was inspected, I was informed that the engine needed to be replaced. I approved the repair and paid over $9000.00 to get the matter rectified. I picked my vehicle up and had it for just a week before I noticed that I was experiencing the exact issue as before (losing power, vehicle not picking up speed, and sputtering) I called Future Ford Lincoln to report the matter, brought my vehicle back to the dealership, only to be told that there was no issue. 2 weeks later, as I was on my way back from ************, my check engine light began to blink, I was again losing power, and finally my vehicle stopped on the side of the freeway. I paid to have my vehicle towed back to the dealership, in hopes of some resolution. After a week, I was advised that the engine that was just replaced had a defect, and they would need to replace it again. I then picked my vehicle up on July 8, 2023, later the same day, my vehicle began the same issues (lack of power, sputtering, not picking up speed, and my check engine light began blinking again). The following Monday July 10, 2023, I took my vehicle back to Future Ford Lincoln. After a week, I was advised that even though I had been told the issue was the Engine, which at this point has been replaced twice, to my surprise, it was now my transmission that needed to be replaced. At this point I am questioning if the issue was the transmission all along and not the engine, considering that I have continued to have the same issue. I am also questioning if the engine was even replaced. This all sounds like a misdiagnosis, I am curious as to how the transmission was overlooked when there was a full inspection done on the vehicle before any work was performed. I am now being told that it will cost me an additional $6600.00 to fix this issue. As a woman, I feel taken advantage of and completely dismissed by the service staff and service manager of this establishment. I am asking for a full refund for the misdiagnosis of my vehicle, I no longer trust that Future Ford Lincoln is capable of conducting honest business. This matter has been ongoing since April and it is now almost August. I would like to resolve this matter outside of court. However, if we cannot come to an agreement as soon as possible, I do indeed intend to take legal action.

  Business response

  08/09/2023

  We were able to confirm that the engine issue was a complete different issue than the transmission.  Lincoln ***************** is assisting with pay.

*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. ↩