ComplaintsforFuture Ford of Sacramento

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday February 19th 2024 I brought my 2019 **** mustang eco boost to the **** dealership for a diagnoses due to check Engine light being on. I was told I needed a new engine, coolant was found in one of my cylinders . My car is only 5 years old with ****** miles on it . Fords warranty is 5 years/60,000 miles. *** after doing research this is a very common issue with the 2.3 Liter ecoboost engine. Other owners like myself are getting coolant in cylinders due to no fault of our own but ****s terrible engine design and yet with all of the problems myself and others are having no recalls have been made. I was quoted a price for a new engine and installation from the **** dealership for the total of *****. I questioned the service manager why would I pay when my car is still so new and my mileage is just 5000 over warranty and was told nothing he could do . This needs to be resolved and **** needs to pay for my engine replacement due to there bad engine design. It is not right they can have all these same problems with the motors and not issue a recall and make the car owners pay .

  Business response

  02/27/2024

  Good morning,

        I understand the frustration that the engine has an internal failure and yet is only a 5-year-old vehicle.  My issue as to why it's not covered is not a decision that we are able to make here at the dealership.  The manufacturer, ******************* sets the rules and guidelines when it comes to warranty parameters.  The powertrain warranty is 5 years- ****** miles. This is also a reason why we always will recommend purchasing an extended warranty for protection. Sometimes when I am the selling dealership, I can present a business case to **** and try and seek assistance but in this case, we are not the selling dealership and the last time it was here for service was in June 2021 @ ****** miles.  My suggestion if you have not yet, would be to reach out directly to FMC @ **************, their customer ***************** and try and open a case for assistance directly.   Its unfortunately not something I can do since they set the guidelines for warranty.  Hopefully they will listen and offer some assistance.

  Sincerely,

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

  Service Manager

  Customer response

  02/29/2024

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

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 ****** Sentra form Future Ford of Sacramento around the first of March 2023. This was a first time purchase from a dealership for me. I purchased the car to use for work. They only offered me one car out of the entire fleet, stating it's the only car I qualified for. They offered no warranty. Desperate to get started with work, i purchased the vehicle. It has been only 6 months and the transmission has blown. When inspected by a mechanic, they stated there was NO transmission fluid in the vehicle. I still owe ****** on this vehicle, which is currently not functioning. The dealership stated to me via text message that the transmission was serviced by them. The carfax report states otherwise. The transmission has never been serviced in the cars lifetime since 2019. I have documentation of this. They lied to me about servicing the transmission and i also have documentation of this. They also claim to have fully inspected the vehicle. The transmission is throwing codes when it is scanned by obd scanner, but there is no check engine light on the dash. Something doesn't add up here. All I am looking for is either a good trade in value on another vehicle, or for them to repair the transmission. They are refusing to work with me and have been dodging my calls and not returning my voice-mails. My first time new car buying experience with Future **** has been a complete nightmare. I've lost weeks of work and I am suffering due to their inability to do fair, honest business.

  Business response

  10/25/2023

  We sincerely appreciate your business and apologize for your issues after the sale.  You purchased the vehicle January 29th, almost 9 months ago.  Unfortunately, you do not have a warranty. At one point everyone is offered a warranty.  It behooves us to sell warranties, it's an avenue for the dealership to make money.  It could have been you just were not able to come up with enough down payment and or monthly payment to finance one.  We did in fact service the vehicle and have the paperwork to prove it.  We did what ****** the manufacturer recommenders as well as go through the vehicle ensuring it was solid and safe.  This does not mean a transmission service, which at ****** miles ****** does not even recommend yet. 

  We cannot fix your transmission for free; we can give a significant discount because you are a previous customer.   We can also assist you with a trade in, however this early in the trade in cycle you probably are upside down.  However, because you purchased this vehicle from us, we would offer you more than the typical transaction and sell you something at a significant discount.

  Sincerely, 

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

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

   

   

  Customer response

  10/28/2023

  I am rejecting this response because:

  Hi Rod. I appreciate you getting back to me. The car has been sitting over 5 weeks just fyi, because I cannot soley afford to fix the transmission currently.  I also wanted to let you know that the information provided in your response about servicing the transmission is incorrect. ****** recommends CVT transmission service between 30k and 60k miles. I purchased the vehicle with 67k miles and at that point, the transmission had never been serviced in the lifetime of the vehicle according to the carfax. This seems crazy to me. I would think as a dealership you would have easy access to this information. I feel it's majorly unfair to sell me a vehicle this new without the proper servicing recommended. I do appreciate you reaching out and I will be coming into the dealership on Monday to get this settled in some fashion.  

   

  Regards,

  *********;

  
  

  Business response

  10/31/2023

  ****

   

        I understand the question and we do print a Carfax when selling a vehicle to show the consumer the vehicle history in regard to accidents or damage that *** have been reported.  A Carfax will only show maintenance that has been reported to Carfax or recorded in databases that Carfax accesses for their reports.   It is merely a resource and a lot of companies do not report to Carfax so unfortunately there is no guarantee that any Carfax is complete or accurate.   Carfax is a great resource, but it is like KBB, it's a guide that *** not provide all the information about the car.  We purchase vehicles from outside sources including trade ins from Private Parties so when we do our inspection and recon process, we perform the recommended Service at the current mileage interval.  I attached the Service interval for ****** miles directly from ****** of ******* showing that at that interval it's basically an oil and filter change and tire rotation.  The vehicle safety systems still get inspected and in this case were given a clean bill of health.  We have no way to determine a fault that *** happen to a specific component in the vehicle's future.  

  ***********************, Service Manager, Future Ford of Sacramento

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into future Ford of Sacramento back in January and I was told that they would not do a hard credit check on my account. I asked multiple times if it was a hard credit check and they told me no, and I had nothing to worry about. They absolutely lied and now I have hard credit checks on my account for this company. I just wanted to check out cars and possibly trade mine in.

  Business response

  09/15/2023

  Was a credit application filled out, signed by you and were you negotiating a payment? If so, that is the reason for the inquiries. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Future **** accepted a check they said they would not deposit, it was a hold and a hold only, the check would be shredded when *********************************** paid the amount due, if ********* did not pay the amount due, they would go after her, not me. They lied and now I have a collections agency coming after me, threatening me with criminal charges. This is horrible business to lie to a customer, lie to the person who wrote a check and then try to deposit the check and send the innocent bystander to collections. See the attached document for ALL details.

  Business response

  08/29/2023

   When we have a hold check, if the client comes in and pays cash we return the check that was not deposited, or shred it upon customers request. If the customer does not come in and exchange for cash,there has never been a policy where we would not deposit the check. That is the entire point of a hold check. I have looked over this entire file and there is not a single Hispanic sales associate, finance manager, or assistant manager associated with this deal. Although we do not know who spoke to ***************************, the person that she described was not an employee of Future Ford of Sacramento. We did not attempt to collect the debt directly from ******* until all efforts have been exhausted to collect it from ***********************************. At that time it was turned over to a collection agency ***********************. We as a dealer do not have control of this agency, we turn over the debt to them and they proceed to collect....

  Customer response

  08/29/2023

  I am rejecting this response because: Regardless of who I spoke to, whether they were hispanic or not (sounded hispanic to me but maybe they weren't), they told me I would not be responsible for the $1,500, it sounds to me like the sales person or finance person just wanted to make a sale so told me that I wasn't at all responsible for the $1,500 thinking this would never become an issue. I have NO contract, I was SPECIFICALLY told I would not be responsible, just because that is the dealership policy does not mean the employee of the dealership followed policy. It is not my responsibility to know the policies and procedures of the dealership, it is the responsibility of the dealership employees to be honest. Because they failed to be honest, they can not hold me responsible for the $1,500, nor can they claim they have no responsibility for what the collection agency does that they turn the debt over to. They knew I was not at all responsible for that money, which is why they NEVER ONCE contacted me to try to get the money from me directly. If they claim they ALWAYS deposit hold checks if the responsible party doesn't pay, then why didn't they ever contact me? Seems rather odd they would leave me out of the entire situation if I was responsible for the $1,500, then turn my info over to the collection agency. This indicates they knew the sales person or finance person told me I was not responsible, if they had told me I was, they would have attempted to contact me, WHICH THEY NEVER DID! So they slipped my info to the collection agency since they knew or suspected I had been lied to, they couldn't risk contacting me themselves. In summary: I have NO contract with the dealership, they told me I had zero responsibility for the $1,500, when the person who signed the contract failed to pay, they decided to send my info to collections since they most likely knew or suspected I'd been lied to in order for them to make a sale and keep their numbers up. The lies of the employees of Future **** do NOT make me responsible for someone else's debt. 
  

  Business response

  08/31/2023

  The last thing we want to do is turn something over to collections, multiple attempts were made to collect the money in question.  Messages were left on voicemail, emails and text messages were sent.  We also spoke directly with *********************************** always being told she'd call back or come in with zero follow up.  We did not have your contact information, or we certainly would have contacted you.  The check you wrote was part of a legal binding contract.  Not to sound condescending, but where is the due diligence on your part?  Did you ever reach out to us, checking to see if ******** had replaced the check with cash or a check of her own? Did you ever contact us lettering us know the check was not going to be cashable?  I'm sorry for the lack of communication or the falling out between you and *********, but the check you wrote certainly had meaning and affected the terms of the contract.  If you are able to bring us the $1,500, we will certainly call the collection agency off.

  Customer response

  08/31/2023

  I am rejecting this response because: It is very easy in this day and age to get contact info, a simple internet search would have turned up my phone number and address but zero attempt was made to contact me. The due diligence on my part was YOUR EMPLOYEE verified with me the check would never be deposited, verified I was NOT responsible for the money owed which I confirmed TWICE with this lying employee. So because your employee lies in order to make a sale I'm the one that should have contacted you? NO, this is unacceptable and you are now essentially making excuses for your employees lying. There was NO reason for me to contact the dealership see if the check was replaced and or to notify you the check wouldn't be cashable when YOUR employee told me I was NOT liable, the check would NOT be deposited. You can not have an employee LIE to me about the check never going to be cashed and me NOT responsible for any of these funds then turn around and attempt to deposit the check, make zero attempt to contact me, claim the check affected the terms of the contract (WHICH I NEVER SIGNED) and again was told I was not a part of, and expect me to provide $1,500 when I didn't sign a contract, do not have the vehicle and was told FROM THE BEGINNING I would not be responsible for these funds by a representative of the dealership. Where is your due diligence in training your employees to lie? I NEVER would have provided a check for any friend if there was risk of me owing the money. This responsibility is on Future ***** you can't lie to people then expect to collect funds from them. Even if I had the $1,500 I would not be paying it, I will not be lied to and then on top of that be out $1,500 when I have received zero goods or services and was told I was not responsible for $1,500. 
  

  Business response

  09/06/2023

  If your friend had replaced your check with one of her own or with cash, your check would have been destroyed.  Without that happening you are responsible for the money.  I believe that is where the confusion lies...and that is what I'm being told you were told.  If it didn't matter, we wouldn't have collected a check.  If your friend makes the $1,500 good, we will ensure the collection agency drops the case. 

  Customer response

  09/06/2023

  I am rejecting this response because: I DID NOT SIGN A CONTRACT. When I questioned the representative of Future **** I was told I was not liable for the money, the check was simply a "hold" check and would not be deposited. Please provide proof I entered a contract, you have no such proof because I never entered a contract, I never signed a contract, never purchased a vehicle and was apparently lied to by YOUR representative in order for him to make a sale and take home some extra money. I am not paying for your representatives lies, that is your responsibility. 
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  "****", "*****", and other sales people continue to harrass me on a weekly basis to sell my car to them. I have told them repeatedly to remove me from their lists, but they continue to violate state and federal "DO NOT CALL" lists and orders. They have been told in writing and verbally to cease contacting me.

  Business response

  07/26/2023

  We apologize for the inconvenience and the frustration that was caused by you being contacted regarding a vehicle you do not own. Our ****************** had placed you on our stores internal do not contact list for our customer database. However you were still enrolled in an automatic follow up campaign based on information that had been provided by ****************** to us.
  
  We have now manually updated all instances of your contact information in our system, and you should not receive any more marketing materials from us. Once again, we apologize for the frustration this has created for you.

  *********************,

  General Manager

  Future Ford of Sacramento

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Future Ford of Sacramento on 7/4/23 for 30k within 48 hours the Brakes were making loud noises, Future **** did modifications (resurfacing the rotars and the problem with the noise remained after 100 miles of my usage. I took the vehicle to a certified brake specialist who told me ( document attached) that the Only resolution to eliminate the noise is New ************* replacement. Future **** will only do that if i pay out of pocket, which i refuse to do as the problem is not of my doing

  Business response

  07/24/2023

  Hello,

         I reviewed the history on the vehicle and see it was a Certified Pre-Owned purchase.  Some brake squeak is normal with vehicles but if there is an excessive amount, the next step would be to try a different set of brake pads to reduce it.  I reviewed the attached estimate-invoice from the 3rd party brake shop but do have some questions. There is no breakdown of parts and labor and there is also no reason that brake calipers would need to be replaced since there is no issue with the pads wearing unevenly.  I am willing to put a new set of pads and rotors on the affected axle though.  We can either coordinate bring the vehicle back to our dealership or out of convenience to the customer and their location I could also recommend ***************** to reinspect the brakes and I can pay them directly.  This way it has OE parts on it and also comes with the Manufacturer warranty of 2 years - unlimited mileage warranty on the repairs.  If that works for you, I can pass your information onto the Parts and Service Director @ Fairfield to reach out to you and schedule.  Please let me know, thank you.

  ***********************- Service Manager

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

   

  Customer response

  07/24/2023

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Being overcharged over unnecessary car services. That was not even required but manipulated to do that as important service and Bogo price of 700$ ins te as 1120$. The same exact service received at 60k maintenance, would cost 270$ for the 70k and the engine crankcase cleaning does not cost more than 250$ on national average as shown online. I am fine being charged for the remaining service done at the dealership but I am Demanding an amicable settlement since I was also denied to be provided with the initial quote document showed to me with all the estimates costs in which that quote, was not even the average quote but a customized one for my economy car 2018 **** fiesta to upsell unnecessary ****** priced services due to my limited knowledge on car parts and such and because I am a foreigner. Advisor at check out refused to provide me the copy of that quote because of non availability when i initially received it and automatically hidden after that. charged me 700$ WITHOUT SUMMARIZING THE 6 HOURS WORK DONE but reading what was written on the invoice.Again demanding a settlement of at least 250$

  Business response

  07/11/2023

  Hello,

      I had already spoken with ***** regarding her concerns and came up with a amicable solution that was acceptable to her.  Thank You

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

  Service Manager

  Customer response

  07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  Thank you 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just barely got this car back in March and Im already having issues. Long story short I assumed that we had warranty on our vehicle because our engine light has been coming on quite a lot but then as of today 6/5/23 at 9:30pm my car wouldnt start. So called my roadside assistance and then came out to jump my car and it turned on but after 20 seconds of it being in it shut off. So I called the dealership to help me cause it was there fault that we didnt have warranty but they continued to say that they offered it to me but we never discussed it. So please if you can help me solve this issue that will be great.

  Business response

  06/17/2023

  We offer every client a warranty, it one of ways the dealership makes money.  If a customer decides they cant afford it, that's out of our control. Sincerely, we want EVERY customer to buy a warranty, if they have a problem like this, we're paid by the warranty company to fix it.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  End of April 2023, purchased a 2020 **** Escape hybrid. During the transaction and discussion the financial person, *********************, stated several item were included in the overall price. We had our son with us, he has autism, so we were not completely focused on the transaction. Signed the forms and later reviewing the paperwork couldn't believe that the total was $13,000 more than discussed. We now believe items that should not have been charged to us were. I have contacted the dealership several times, left messages, but no response. **** stated multiple time "no charge" after 6 hours we were done.

  Business response

  06/29/2023

  We would like to have ****** come in and meet with ****'s director *************************. She will be able to go over all of their paper work with them and see what we are able to do to make them satisfied clients again. Please reach out to ******, she is sending an email so that you have her contact information. 

  Customer response

  07/11/2023

  I am rejecting this response because:

  I have been waiting for a contact from Future **** but no one has contacted us.  I called the store as soon as I received your message and left a message with ************************* but no call back.  This is not closed!
  ****************************************

  
  

  Business response

  07/20/2023

  We have an appointment scheduled with the client for July 25th at 2pm.  At that time we will review the documents together and find a resolution. 

  Customer response

  07/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  Once we meet on July 25th I'll know more about how to proceed.  Thank you.  ******
  
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in Jan 2020. I agreed to pay the $4,000 for an extended warranty that would last as long as my loan, 60 months. I took my car to another dealership to be fixed. I gave them my warranty information and the warranty company said I did not have a warranty. I called future ford of Sacramento, and was informed that I do have a warranty. I got the wrap warranty, and I was explained that when your manufacturer warranty expires, then the wrap warranty would take effect. I was told by multiple employees that I have a power train warranty. My husband was told that this is an issue on future **** side. The paperwork was not filed correctly. This has been going on for about a month now. My husband and I try to call and leave messages, but no one returns them. I have left a voice message for 3 different employees, with no return calls, we were told that we would get emails, but none have been came in yet. I do not know what to do at this point, I just want my car fixed, which has an estimate cost of $9800.

  Business response

  05/27/2023

  We have issued a new warranty for 12 months or ****** miles from the date of incident, we have turned in all documents to the warranty company and are requesting coverage on the issue. Right now I am working with the service advisor from the location the repairs are being completed, and we are hoping to have a full resolution before month end.

*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. ↩