ComplaintsforPhil Long Ford Motor City

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used ************************* 03/23/23.I purchased the 1 year oil change package was told it was $200. But they added $1.12 before tax and taxed me again city stand count again later. When I got the car it was in great condition and everything worked. I had it checked offsite at my mechanics. The asked me to bring it back in, a couple days later for an inspection they needed to do, that apparently they were supposed to do before I drove off the lot???I took it in. Then got maybe 2 miles before it started shutting down. Barely made it back.They said they fixed it. After my first oil change suddenly my tears ******* and switches no longer wired. ( a bill that would cost a couple-a few grand) Then every time I took it for another oil change some new catostrofic event happened with in the next day or two ( depending on how much I drove that first day) I got one change before traveling to texes from ********. Was stranded in 109 degree weather for 2 days in the middle of no where because the fuses were all suddenly loose or fried. Every single time I took it it, parts that were perfect the day I went it suddenly malfunctioned. They also added charges like shipping and handling fees ($698.95) when I got it on their lot. And I had to bring it back upon request. Wheres my shopping and handling fee to them multiple times?!?tried to charge me for the oil change ($105.02) and $13 for unfrequented list of future repairs(over $2000 in estimates yet the month before everything was great according to them when selling it?) and tried to send me to a different dealership each time even when I called first. Was sent a letter that my passenger airbag was recalled with a statement that they dont have any replacements. No updates since no repairs or offers to fix or send to one of their thousands of locations. They are so shady and I still dont have my title bought it all cash day 1. So this started over a year ago but has been an ongoing nightmare!

  Business response

  08/28/2024

  Statement attached

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/12/2024 I dropped off my truck for a diagnostic/repair. I then picked it up 7/16/2024, and drove straight to a tire shop about 15 minutes away. When I got out of my vehicle and attempted to lock it, I noticed it was not locking. I then noticed the driver side key hole was busted in and damaged, and my dome lights were flashing.I then contacted Phil Long Fords ************** and was unable to get ahold of the manager for 4 hours. After speaking with her she told me that theres nothing they can do and to go through my insurance. I then filed a police report with *********************** Department.The investigating officer told me that Phil Long Ford would contact me regarding this issue. After 26 hours, I did not hear from them and went to the dealership in person. The service manager told me that they will provide me a quote for the repairs and that was it.From the research Ive done, Ive found that Phil Long Ford is responsible for the damages to my vehicle, and should carry insurance to fix things like this.

  Business response

  07/23/2024

  The customer did bring his F250 in for 2 concerns on 7/12/24. 1 - an Oil Leak, and 2 - Warning lights and messages. We did diagnose the concerns, the customer declined repairs and picked up the F250 on 7/16/24. This is the one and only time the customer brought his F250 to our shop. He noticed an issue with his lock after leaving the dealership. While we can neither confirm nor deny that this damage was done while here at the dealership, we have signage everywhere stating "MANAGEMENT IS NOT RESPONSIBLE FOR THEFT OR DAMAGE TO VEHICLES OR THEIR CONTENTS ON THIS PROPERTY" Pictures attached. 

  The resolution amount ($498.00) that the customer is seeking is the amount he paid for diagnostic fees ($498.80) We will refund these fees as requested, however we will not be held accountable for any damages and will not facilitate any repairs.  Invoice Attached.

  We will process the check if/when this response is accepted. 

  Thank you

   

   

   

  Customer response

  07/26/2024

   
  Complaint: 22016820
  
  I am rejecting this response because:
  
  The damage was noticed immediately after I had picked up the vehicle and arrived at my next destination 15 minutes later. I immediately attempted to contact Phil Long Ford of Motor ******************** multiple times, and could not get in contact with anyone that could help for almost 5 hours. I have evidence showing that the damage was not there before dropping off my vehicle, as well as evidence showing that I had arrived to my destination 15 minutes after I had picked the vehicle up. Anyone with good judgement would be able to tell that the damage did not occur during that 15 minute drive.
  
  
  The signage posted everywhere on the property does not override consumer protection laws or the obligations a business has to exercise reasonable care. The lack of provided security measures to the vehicles being serviced on the property is enough proof to hold Phil Long Ford of Motor City liable.
  
  
  Upon further investigation of the damage, it was found that the driver side door handle was also damaged in conjunction with the key cylinder. Estimated repairs are quoted around $1500 for the door handle to be replaced and painted, as well the key cylinder replaced. The flashing dome light issue is not included in that quote and needs further diagnosis. 
  
  
  My insurance deductible is $1000, I will accept that as the resolution amount or legal action will be pursued.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle down there three separate times for a leaking front differential two separate service tech looked over a 3 inch crack thats in between the seal they fix twice and the fill plug fill took my truck in. Gave me a loaner vehicle then said they were out of resources and could not fix my vehicle and asked for the loaner back without any repairs being done in my truck so they gave me back a vehicle thats completely broken, still fully covered under warranty but neglect to do the work even though their techs looked over the problem twice the first time. This place gives the worst customer service and is running a scam out of their service department for repairs on vehicles. I would highly recommend nobody goes here for purchasing or service. They are running a complete garbage show no managers and the service advisor especially ******* is the worst of all.

  Business response

  05/16/2024

  On 04/24/2024 the 2017 F150 with ****** ***** was brought in for a front differential leak. We replaced the seal. F150 was brought back on 04/29/2024, this is when the crack in the housing was discovered. This vehicle was not sold by us, and no prior service or repairs were performed. It is our understanding that the customer purchased the F150 from McKloskey and had an extended warranty. ********* refuses to release the warranty to us, allowing us to get approval for the repairs. ********* chose to Sublet the repairs to us, leaving us at their mercy to approve or reject repairs. While we regret that the customer needs his vehicle repaired, we are unable to facilitate them due to the lack of cooperation from *********. We have even provided a service loaner for the customer because we are at a stand-still. Our hands are tied. Honestly, we are questioning why this complaint is not directed towards ********* as we have done what we can.

  Customer response

  05/17/2024

   
  Complaint: 21708674
  
  I am rejecting this response because: the way they went about business was unethical and when I contacted the dealer where the vehicle was purchased they said they had emailed over the release for Phil long ford to make repairs like they had done already. The purpose of the complaint is that the vehicle was brought into Phil long ford 3 separated times for the same issue and due to poor service **** was looked over 2 times. The 3rd time is when they said they were out of resources. Not that the vehicle couldnt be released. I had even contacted century auto and they were aware of the claim. The following Monday is when Phil Long ford said they were out of resources after they already had the vehicle for a wasted week. The service advisor ********************************* assured me he would have the vehicle fixed and failed horribly to do so. 
  
  Sincerely,
  
  *****************************

  Business response

  05/28/2024

  Below is a timeline provided by our Service Advisor. We attempted to make repairs and work with the customer. we have discounted costs, even provided a service loaner. This has been going on for 2 months, had we obtained the proper authorization and agreement to pay, we would have completed repairs and been done with this weeks ago.  ********* has not released the warranty to us. Therefore, we are unable to facilitate any repairs. The customer is not covered under a Factory Warranty so repairs can be done at a shop of his choosing. (Provided ********* cooperates and releases the warranty) In the customers rejection, there are several negative comments about our dealership. "unethical" "poor service" "failed horribly" Based on these remarks we don't understand why the customer is insisting that we repair his vehicle. We do strive for customer satisfaction. However, there are times that this cannot be accomplished. This is one of those occasions. We have done all we can do in this situation and consider this matter closed. Thank You
  
  *****,
  
  Thank you for bringing this complaint to my attention. Below are the details of our interactions with ********************** for his visits with the service department. 
  
  RO ****** 03/19/2024
  Customer brought in vehicle for misfire, rattle on cold start, transmission slipping/hesitating, and oil leak. ******** advised us that he has Century extended warranty and has had his vehicle in ********* six times dealing with these same concerns and have not been resolved. At later date, customer also advised us that his parking brake has been inop. We advised repairs respectively: 
  Misfires - 1 coil, all plugs
  Rattle on start up - cam phasers/timing job
  Transmission slipping - no transmission concerns, hesitation related to misfire
  Oil leak - front diff cover leaking
  Parking brake - cables missing/damaged
  
  We spent the following weeks going back and forth with ********* and Century (emails and phone calls on a daily basis) trying to get *********, the selling dealership, to release Century coverage to authorize repairs. ********* did not release coverage for us to work on the vehicle. They did eventually submit the claim and sublet the repair to our shop. Due to improper reporting/unresponsiveness from *********, much of what is typically covered by best practices was not authorized. Negotiations with the customer we worked out to give some recommended repairs at our cost to help the customer in his frustrating situation with *********. Repairs were authorized and performed.
  
  RO ****** 04/27/2024
  Customer advised that there is an oil leak still present. ******** worked with a different advisor on a **************** to get him in as quickly and conveniently as possible. The front diff was cleaned and rechecked. Found that the sealant had not held for the front cover and needed to be resealed. No charge to the customer, repair performed same day.
  
  RO 656399
  We reached out to ********************** about a negative survey he had submitted to see how we could make it right for him. Our customer service concierge received multiple aggressive and abusive voice messages in response. Having built a rapport with the customer, I reached out myself to see if we could accommodate. We put the customer in a service loaner at no charge knowing it would be a lengthy process working with ********* to release coverage. Upon re-inspection of the vehicle, we found a small crack present in the front diff housing. After several exchanges with *********, we were once again advised coverage would not be released to us. We advised the customer of the continued complications and advised that the vehicle needs to go to the selling dealership per his contract with them. If we are to perform it would be out of pocket to the customer. The customer became aggressive and threatening towards me at this time. That was the end of the service department's interactions with the customer to my knowledge. 
  
  ***********************************
  
   
  
   

  Customer response

  05/30/2024

   
  Complaint: 21708674
  
  I am rejecting this response because:

  I am rejecting this response because *********************************** is lying right now in his report to you that he just wrote not once did I become threatening or abusive. I just told him that two different techs looked over the problem and they have horrible customer service and I was going to be giving him a bad review if thats what he considers aggressive he needs to get out of the **************** business, if he says I was being inappropriate, he should turn over some type of proof or voicemail because he is lying flat out so is his other manager thats why none of them ever returned my call. Its not my fault the repair department is incompetent and two different repair people looked over the crack when they resealed the diff cover right next to it. You can clearly see it in the pictures. if his technicians couldnt see when it was on their lift and they were looking at it with a flashlight, they should not be technicians. He completely flat out lied to me when he said he would take care of my problem and have me taken care of as a customer he did neither as far ***************** goes all they care about was they review and not quality work thank God I didnt buy a vehicle from them and be stuck dealing with them either. After this experience, I would never buy another **** flat out.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ******************************************* August 2022 within a few days of purchasing the vehicle. The vehicle already needed an alignment and 4 new tires. The dealership fixed everything for free since it was less then 72 hours old. When getting the tires put on one of their technicians dented the rear driver door so the vehicle had to stay at **** for almost a week. We were given a loaner vehicle. After getting it back I reported the transmission shifting extremely hard/ slipping. We had the extended mile warranty on it. 2 years/ 24,000 miles which ever came first. They told us we can take it in to be looked at but it can take anywhere from a day to a week. I ansked if we can get a loaner vehicle since we havent even had the car for a month at the time and they said no. Around June of 2023 I took it into phil long ford of motor city so they can fix the transmission since it was still under warranty at the time. The car was there all day and when I got the call to pick it up they said they can't fix it. I asked why and they said their transmission technician has to report it as a failure so the warranty can replace the transmission. I asked why he didn't and I was told that he didn't think it was a transmission failure just that it was not normal/ ideal for it to shift the way it does. The service representative then told me the only way for it to be counted as a transmission failure is if the transmission were to blow up/ be inoperable. My extended warranty is now up and the transmission is getting worse. I just wanted **** to replace it like they should've or fixed it because it has only gotten worse and they knew that it wasn't normal when I brought it in. Since buying this vehicle it's been nothing but issues and for **** to fix anything has been extremely difficult. They sold the car to us with 4 bald tires and they didn't want to replace them until I asked to speak to the general manager of the store. Please help us BBB.

  Business response

  12/08/2023

  The customer has not been in the ****************** since July, at that time we could not duplicate his concern. We will need to set an appointment to see if we can verify the issue and figure out a repair. One of our Service Managers will reach out Monday to see when we can set this up.

  Customer response

  12/12/2023

   
  Complaint: 20938612
  
  I am rejecting this response because:
  When I took the vehicle in back in July, I was told by the service advisor that their tech said the transmission is not shifting normal but it is not considered a fail which I asked what that means and the service advisor said that with out the tech saying its a fail, warranty will not fix it. This was while I was still in the warranty. The transmission has gotten worse. So how is me going back in if you guys continue to say its not a fail going to fix anything? Im no longer in my warranty period so nothing is going to be covered. Its all going to come out of my pocket. This is what I was trying to prevent when I originally took my car in and you guys didnt want to say my transmission was failing even though you acknowledged it wasnt shifting properly. Also its now Tuesday and I have not gotten a phone call from the service department. I want my vehicle fixed with out anything coming out of my pocket. This all would have been avoided if the tech did their job and acknowledged that the transmission was going to get worse if it wasnt repaired back in July. 
  Sincerely,
  
  ***********************************

  Business response

  01/05/2024

  Our Technicians are trained on specific components and have a specialized skill set to better serve our customers.

   So we dont have a Tech who works on electrical, try to diagnose and repair a transmission.

  We realize the frustration that occurs when our service department cannot verify a concern.

  It is something that happens from time to time.

  We only looked at the 2018 Edge one time in July 2023 and could not verify the concern at that time.

  We did not hear back from the customer after that. If there was still an ongoing issue with the transmission,

  one would think that a customer would be diligent in bringing the vehicle back in.

  Especially since, as the customer states, the warranty was about to expire due to mileage. Now 5 months later, he filed this complaint.

  Our first response was short but to the point Lets get it in and see if we can figure this out

  To which the customer rejected. But in his rejection he responded

  I want my vehicle fixed without anything coming out of my pocket.

  The first step in accomplishing this goal is to bring the vehicle in for a diagnosis at no cost to the customer.

  We are not going to make any promises to pay for any/all repairs at this time.

  This is something that will be open to discussion once we get the Edge in the shop and figure out what repairs are needed.
  

  
  

  Customer response

  01/09/2024

   
  Complaint: 20938612
  
  I am rejecting this response because:
  Are you kidding? What dont you understand I went in the one time in July like you stated youre wonderful technicians said the transmission is not shifting normal, but it is not a failure. Therefore, nothing under warranty would be covered. I then asked the service representative what Im supposed to do because the warranty was going to expire in under **** miles, I couldve taken the vehicle in every day of the week up until the warranty expired for the same response back. The transmission is not shifting normal, but I am not marking it as a failure so therefore, you guys never wouldve fixed it under my warranty like I stated. It has now expired and the transmission has gotten worse. Your technician couldve said the transmission was a failure and fixed it right there with our warranty covering it now were at this point. you guys are terrible at responding I get it was a holiday season, but it took a month for you guys to respond back to one email you guys are extremely unhelpful and why would I schedule an appointment to take the vehicle in for you guys to say were not gonna cover anything, because at that point you can hold my vehicle if I dont pay. so no I would like something in writing stating that its going to be covered so I can take it in then we can go from there, also the lie that you said on the last response with someone reaching out to me, no one has ever reached out to me 
  Sincerely,
  
  ***********************************

  Business response

  01/12/2024

  We cannot go back and change the past. We can only move forward.

  We are not going to address all of the statements made in the customers rejection. But rather stick to the core issue.

  We feel that our offer was fair.

  "The first step in accomplishing this goal is to bring the vehicle in for a diagnosis at no cost to the customer. 

  We are not going to make any promises to pay for any/all repairs at this time.

  This is something that will be open to discussion one we get the Edge in the shop and figure out what repairs are needed."

  Our goal throughout the ***************** Family of Dealerships is to provide complete customer satisfaction.

  Unfortunately, at times, there are circumstances that prevent us from doing so.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The service department simply charged me a hidden "CUSTOMER PAY SHOP CHARGE" of $75.00 in addition to the actual labor cost of $79.95. Then provided a supposed Military Discount of $-60.00, that really just made the shop charge what it should have been to do the simple work required, in the first place.Invoice is the copy provided to me at payment time. Accounting is the copy provided to me after demanding an actual explanation, of why the discount was not actually included in the invoice total paid.

  Business response

  12/04/2023

  We regret the misunderstanding with this customer. Our Service Manager did contact him on the evening of 10/28/2023 and offered a refund. The customer refused and stated that he would not do business with us in the future. We at ***************** strive for customer satisfaction, despite our efforts to explain the price difference, we cannot come to common ground on this occasion. We wish the customer well.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im trying to get them to complete the work they promised. They sent me to a horrible body shop that did horrible work, made it to where none of the locks worked. Took almost 3 months to get them to fix a wobble in the steering wheel. The adhesive the body shop used is already coming apart at the seems. They said they would fix it. I have multiple text where they say they will do something but never gets completed. *** tried to be patient and work with the manager *** but now he is ignoring me and will not fulfill what was told to me. I was told they would also provide an air compressor for my spare tire. If i were to get a flat I would be stranded since you have to in flare the spare. I really would just like this resolved since im paying 22000$ for this vehicle plus the interest. Please help I feel helpless and font have a voice or matter as a customer. Been lied to multiple time and have text to prove asked for it too be escalated and still nothing.

  Business response

  08/24/2023

  We have set an appointment for Monday 8/28/2023 at 9am to address all of the customers concerns. Hopefully we can resolve all the issues and the customer will be satisfied with this resolution.

  Customer response

  08/24/2023

   
  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. Still waiting for the air compressor. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am attempting to get a refund for a deposit I placed on a new vehicle. I cannot seem to get anyone on the phone after being assured that the deposit will be refunded. I cannot see to get my deposit back or get anyone on the phone.

  Business response

  04/17/2023

   

  We do not have anything in our databases with this customers Name or Phone #

  This includes Phil Long Ford of Motor City, **********************************, #1 Used and ValuCar Motor City.

  At which location did this transaction occur?

  Is it under some other name perhaps?

   

  Business response

  04/17/2023

   

  I am not sure what clarification you are seeking.

  I stated that I could not locate this customers information in any of our databases that I have access to...

  Meaning, Phil Long Ford of Motor City, *************************, #1 Used and ValuCar Motor City. 

  Which leads me to believe this is for another ***************** location that I do not have access to.

  Is this a ****************************************** Each location has a separate database.

  Does the customer have a contact person that he is working with?

  We are happy to help. Just need more info to get the right location involved.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** Maverick from Phil Long Ford on May 3, 2023. The car was purchased with the need and understanding to make the truck usable for me I would need several accessories (trailer hitch, bed cover, ski rack, etc I paid for everything when I closed on the car after being told the driver sets would be at the **** dealership in two days and would be installed the next day. None of the parts have been delivered, they dont know when it will be delivered, and the truck is not usable for me without these. I have tried contacting management and they dont return my calls and **** says it is my problem and there is nothing they will do. This is fraud. I want them to take the truck back or install my parts right away. Please help.

  Business response

  03/31/2023

  We are reaching out to the customer and working on a resolution. Some of the equipment is on a long backorder. We will refund any/all of the accessories that have not been installed at this time.

  Customer response

  03/31/2023

   
  Complaint: 19871435
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  It took days to get a hold of the manager. They have done nothing to rectify the situation. They will give me a refund, but it is now my problem to find and get the needed accessories installed after almost a month. The bottom line is their business practices are un-ethical. They lied on the timing of the accessories to get me to agree to buy the car and when they could not get the promised parts (though they confirmed when I bought the car that all the parts will be there within two days) they basically did nothing to help me. I have had a car for almost a month that I can't use and they were aware of my concerns when they lied to me. I don't want anyone else being deceived or lied to. 

  Business response

  03/31/2023

  The initial time frame to install the accessories was set during the sale of the vehicle was two weeks baring any unforeseen circumstances. The hitch is an item that is currently on back order from **** motor company. Our accessories employee did offer to install a different hitch for him but the client declined that offer. We have currently refunded the hitch, ski rack carrier, and tailgate applique purchase to the client and all the other accessories purchased have been installed to include tonneau cover and bedliner. The client was very aggressive with our staff and threatened our employees with litigation. At this point we are considering this matter settled.

   

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to the dealership to trade in a 2015 Kia ******* During the whole process the dealership rushed me into a car the same day they received the car from a trade in customer without doing the right paperwork. They didnt insure I had insurance on the car before I drove it off the lot which made me have to get my original car back that was already sold to someone else so they had to pay for my insurance. Before I took the car off the lot ***************** dealership did a full inspection on the vehicle but I then take the car to a ****** dealership and the dealership told me they overlooked a leaking water pump that would cost me $800, threw my batter in the car sideways with the bracket dissembled, and didnt do the recall on it. Also ***************** dealership allowed me to drive off the lot with the front/rear lights not working.* I have text messages saying they are doing a full inspection and a copy of what ****** dealership inspected on the vehicle

  Business response

  11/07/2022

  we will call the customer this car was sold in july we are checking the records now ,we cannot do ****** recalls!Tell ** why here...

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my vehicle towed to this dealership on 06/29/2022 and they inspected it on 6/30/2022. They told me the transmission control module was broke. They told me the part was on back-order for 2-3 weeks. After a month of no contact, I proceeded to call and text my advisor, and no one would ever call me back. It took me calling every day for someone to finally call me back. They proceed to tell me the part went into back-order with no eta. I wouldn't have been so made if someone would have called me and gave me an update. It took them 3 months to tell me that. After me calling and complaining my part finally "got there" with no eta. I had to call for them to tell me that because no one called me. After them fixing the recall, they told me my clutch pads were also broken. My car sat for 4 months, and they couldn't tell me that when they first inspected it? The service manager finally calls me after a week of me asking for the *** He told me the clutch pads commonly break and my service advisor should have told me that, which they never did. I was trading my car in to my dealership, but I had to take a low-ball price because the clutch pads were broken. I had someone from my dealership pick it up, they didn't id him or ask him what car he was getting, all he did was give them my name and they gave him the keys! When we looked at the car, I had brand new brake pads in my back seat, and they were nowhere in the car! A GM still has never called me back. I told them I want compensation for my insurance I had to pay on my car, the brake pads that were stolen out of my back seat, money for my car since I had to take a low-ball price since they failed to tell me other stuff could be broken, and the car payments I had to make on a new car I had to finance since I couldn't get a rental. The service manager emailed me stated he feels that the dealership is not responsible for the car payments or my insurance. They can atleast throw in the insurance since my car sat without update

  Business response

  10/25/2022

  This 2014 Focus with ******* miles was not purchased from ***************** and was never serviced at ANY of our ***************** Locations prior to this visit.
  The approach to addressing the concerns with her vehicle was to perform recall 14M02B the Transmission Control Module, in hopes that this free repair would fix the issue.  Unfortunately the parts for the recall were are on backorder from **** Motor Company. We have no other choice than to wait until they are available.
  The Focus could have been picked up at any time and the customer could have come back when parts arrived.
  We have signage all over the service department stating We are Not Responsible for Lost or Stolen Items.
  At some point during this wait, the customer came in and retrieved some belongings from the car.
  The customer states that she works at a dealership. That being said, one would think that having a wait on parts and policies regarding personal property would be common knowledge. We find it odd that the customer did not have the service department where she works take a look at the vehicle.Other than the recalls, there is no warranty coverage from ****, so repairs can be performed at a shop of choice.
   We regret that it took 3 months to get parts from **** Motor Company and complete the recall, but that is not within our control.
  As stated earlier, this vehicle was not purchased from ***************** nor was it serviced at any ***************** Location prior to this visit. We did not cause the transmission issue making this vehicle disabled. Therefore we are not responsible for any payments, insurance, or the value of the Focus.

  Customer response

  10/26/2022

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

*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. ↩