Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around this date, I purchased a 2018 *** ** **, VIN: *****************, from your dealership for approximately $71,000. I was assured the vehicle had no history of accidents or damage, which influenced my decision to pay full price for what I believed to be a clean, accident-free vehicle. As a young veteran with limited mechanical knowledge, I trusted the dealership’s word and believed I was making a sound investment. However, after having the vehicle professionally inspected, I was informed that several parts had been replaced with low-quality aftermarket components, suggesting the car had been in an accident that was not disclosed at the time of purchase. This damage was not reported on the ******, which further misled me as a buyer. To add to my concern, I was told by a sales manager himself, that the sales manager personally knows the previous owner of the vehicle and that they are “good friends,” in his own words. This raises serious questions about whether information was intentionally withheld in order to protect that relationship. Since the purchase, I have made multiple efforts to contact your dealership regarding these issues. Aside from one initial conversation, I have been ignored. I am currently unable to pass a vehicle inspection because the rear windshield is improperly installed and deemed unsafe, which prevents me from driving the vehicle legally or safely. I am requesting that this issue be resolved promptly—either through the necessary repairs being completed or a fair price adjustment that reflects the previously undisclosed damage. I placed my trust in your business, and I feel I was taken advantage of due to my lack of mechanical knowledge, my youth, and my status as a veteran.

  Business Response

  Date: 04/22/2025

  Please be advised that this office represents Hoffman Auto Group with respect to this complaint. After completing an internal investigation into the matter, we have determined that the complainant reported the existence of a chip on the rear windshield, located in a non-visible area, after having the vehicle in his possession from the date of delivery on March 21, 2025 through April 11, 2025. It is unclear when the chip occurred, as it was only brought to our attention well after the vehicle had been in his care for several weeks. A picture of the vehicle's rear window while it was in the possession of Hoffman Auto Group, showing no visible damage, as attached to this response. Furthermore, per *********** state regulations, the service department at Hoffman Auto Group completed a full safety inspection (Form ****) prior to delivery, during which the vehicle passed all inspection requirements with no issues noted, and the inspection indicated no reason that the vehicle in question could not be appropriately registered in the State of ************
  
  On April 11, after having the vehicle in his exclusive possession for three weeks, the complainant raised a concern regarding the rear windshield, claiming it was an aftermarket part and that this was not disclosed at the time of sale. When Hoffman Auto Group originally appraised this vehicle when it came in for trade, there were no indications of prior damage or glass replacement, nor were there any ****** reports that would suggest such work had been performed. We have attached a copy of the relevant ****** report to this response. Please know that, in most cases, it is important to note that window replacements do not appear on ****** unless linked to an insurance claim or reported repair. ****** documents, which are also nonetheless regularly relied upon by Hoffman Auto Group in evaluating vehicles, are, unfortunately, inherently imperfect. Hoffman Auto Group has no control over what is and what is not reported by ******; they only provide the report to potential customers as an additional resource that they may use in evaluating the vehicle in question prior to purchase. Nevertheless, Hoffman Auto Group has no internal records or knowledge of any damage to the rear windshield during the time the vehicle was in our inventory, and unfortunately, the complainant was also unable to confirm when this damage may have occurred. Furthermore, the prior owner of the vehicle in question did not disclose any history of window replacement at the time of trade-in. In short, the vehicle was inspected by Hoffman Auto Group, as required by state regulations, and was found to be roadworthy. Additionally, the complainant was provided with a ****** report which, to the best of the knowledge of Hoffman Auto group, was accurate. Hoffman Auto Group made no misrepresentations regarding the vehicle, which was sold in "as-is" condition, and the complainant did not elect to have an independent inspection of the vehicle prior to his purchase.  While we sympathize with the concerns raised by the complainant, the vehicle in question was properly inspected and deemed roadworthy. Given the fact that we cannot be sure of when the rear windshield damage occurred, and the photographs of the rear windshield during the time the vehicle was in the possession of Hoffman Auto Group indicates no damage, we are not in a position to make any repairs to the vehicle. 

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a ******* little over two years ago, it was time to sell cars at premium, I had a good experience working with Ron, two months ago my car was totalled in a fire, I reached out to the dealership to cancel my Wheel and Tire protection package so I can get that refund, after multiple calls they agreed and sent me a confirmation email on Feb 6th that it was processed and we will get paid in 3-4 weeks. it is 8 weeks and we have not received the refund and no one at the dealership is responding to my emails and messages. Hopefully I will hear back from someone soon/

  Business Response

  Date: 04/21/2025

  Please be advised that this office represents Hoffman ******* in regard to this matter. After an internal investigation, we have determined that the General Manager of Hoffman ******* has been in contact with the complainant numerous times in the past month in regard to this matter. As requested by the complainant, a refund of the Wheel and Tire Protection Package was properly requested and processed by Hoffman *******. On March 31, Bank of America confirmed that a refund in the amount of $1,198.52, which represented the remaining amount due to the complainant on his Wheel and Tire Protection Package had been paid to an account held by "**** *********** *** *** ******** *****." A copy of this refund confirmation is attached hereto. This was the account where the funds for the purchase of the relevant vehicle were originally debited from, and it is standard practice for Hoffman Auto to process refunds in this manner, by having the money go directly back to the original purchaser's account. On April 8, 2025, Karan S****, the General Manager of Hoffman ******* spoke with the complainant, and advised that the refund had been processed, and provided the complainant with a copy of the refund confirmation letter. The complainant indicated he would inquire with his bank as to the status of the matter, which was the last time the complainant has been in contact with Hoffman ******* until the filing of the instant complaint.

  From the perspective of Hoffman *******, the refund has been debited from the Hoffman ******* account and has been properly credited to the complainant's account. As a result, the complainant has been refunded, and there is nothing further to be done by Hoffman ******* to rectify the matter. 

  Customer Answer

  Date: 04/21/2025

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

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle and shortly after multiple problems causing check engine light and emissions failure. Dealership did not stand vehicle they sold which had multiple problems.

  Business Response

  Date: 10/28/2024

  The customer purchased the vehicle as is from us. We had a conversation about the ticking concern, it was nothing that was evident during our inspection. It came up after the fact but we also shared with the customer it's a common noise on these trucks and the customer agreed. We paid for an alignment on the truck after the deal was done and we offered to split it the exhaust manifold repair with the customer and the customer declined. We are going to be getting the customer's truck back in to our service department to see what can be done

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle that cost $39,000 and put $10,000 down, and got a loan through ford's own financial company for the remaining cost of the vehicle. When going over the finances of the vehicle with a ford representative I was asked if I wanted to purchase a warranty and I responded by telling them I did not want to add any additional costs to the vehicle. I was then directed to choose 1 of several options on an iPad which I was led to believe wouldn't raise the cost of the vehicle. Approximately 1 week after purchasing the vehicle I realized I was charged $5000-$6000 more than I thought I was. When I asked ford where this cost was coming from I was told that I had purchased a warranty. I asked about canceling the warranty and was mislead multiple times about how the process was handled and after googling it myself I returned once more to cancle it. This was roughly one month after I purchased the car (April 2024). 2 months went by and I saw no change in my loan nor did a receive a check for canceling the warranty. After calling again I was told they lost the paperwork and it was never canceled and was promised that it would be handled then (June 2024). It is now almost October 2024 and I have yet to see a change in the loan or received a check, I've called ford (June 2024), called the warranty company (July 2024), and called the ford financial company (August 2024). All 3 entities said to wait one more billing cycle to see the change in my loan. It is now almost October 2024 and I have yet to see a change in my loan or received a check. I honestly don't know how to solve this problem and hope the BBB can provide me with a solution.

  Business Response

  Date: 10/28/2024

  Thank you for your inquiry on this matter. ** **** was presented a menu like we present every customer on warranty options. It was communicated by our business manager to ** **** that with the warranty in the column he selected would take the warranty from 3 years 36,000 miles to 7 year 100,000 miles with the purchase of this warranty. ** **** came back and discussed this with my business manager before opting to cancel the warranty. As of this morning the refund was issued to the customer's ford motor credit account in the amount of $3,166.31. It took a little time to get there as we had some new accounting team members unfamiliar with the process but the customer should now see the reflection of the refund in his **** ****** account. 

• Initial Complaint

  Date:01/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 ******* ********* in August 2023 from Hoffman Ford/******* in **** ********* **. This is a summary of what I got after paying them in good faith. Problems: 1. the running boards were not working & i pointed that out to Jason & he said i'll contact the service department & we'll make an appointment on the day you bring the dealer plates back. 2. as i drove out of the dealership i put a disc in to play & the whole electrical system was shot. when i got home i immediately called Jason & left a message, i texted, & emailed him. no response whatsoever. i continued to text him. NOTHING FROM HIM AT ALL!! 3. Someone came out & switched plates on the truck. It was supposed to be a transfer but they put in for a new registration & never told me just sneakily came out & switched the plates. 4. The price was supposed to be $20,000 & $5,000 trade, the finance person put $23,? on the finance papers & i told him it was $20,000, he said okay changed it to $20,000 & i signed it he changed it back to $23,000 & him & Jason told me i forgot to sign a paper so i signed it. 5. they did 10 credit checks without my knowledge or permission. It was supposed to be financed through my bank. Called, texted, emailed copious amounts of times & NOTHING from them. I only used the truck 3 times & now the truck is sitting in my yard completely dead! & still nothing from them! They are devious, untrustworthy, sneaky & just want to sell & the yeck with you. This has upset me tremendously & i feel violated. I have most of my texts, emails & phone calls that were made as proof to the above statements. I want them to take their dead truck back & refund all my money paid to date. This will allow me to be free of such an unscrupulous dealership! I went in there with trust & believed they would sell me a working truck which they didn't they got their money & dismissed me like a piece of garbage & the problems with THEIR DEAD TRUCK!! ******** * *****

  Business Response

  Date: 02/13/2024

  We have called and left multiple messages for the customer to address her concerns. We are committed to assisting and coming to a resolution but need to get in touch with the customer. Is there a better way to reach you?

  Customer Answer

  Date: 02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: That is a blatant lie about them calling me. The only reason they called is because I called *******/Ford corporate headquarters & they called Hoffman. Actually ******* corporate called them twice re: my complaints. They still have not addressed my complaints. Except for charging me for a battery when the battery that was in the truck when i bought it was no good to begin with.  Jason G**** was aware of this on the first day as I called, texted, emailed him that all the electrical went out. They have never replied to my calls, texting, emails till now. I have copies of my calls, texts, & emails I sent with no responses from them. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 03/05/2024

  Our General Sales Manager, Kyle has reached out and left multiples messages. Like I mentioned in our previous response is there a better way to reach you?  We would be happy to address any and all concerns that we are able to but without communication I am not sure what we can do at this time.

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my car in on 7-29-23 to get the dashboard looked at in my ******* ******* since it wasn’t working, Week goes by and I hear nothing from them I reach out and they say they have to order the dashboard from somewhere else since it can’t be fixed, I said ok that’s fine but I won’t have a car so do guys have any rentals or anything? They say no and say they can offer me their rate at ********** I say ok they never give me an estimated date or anything. Weeks go by and no contact from them So I reach asking if I can return the rental and use a car from ford so I don’t get charged a lot from the rental they say no and I’ve went in multiple times asking this and same answer every time. Month goes by and nothing and they say all the places cancelled the order for the dashboard so the only option they have is to send my dashboard out to somewhere and it’s a 50/50 it’ll come back and work. After 3 months of having my car and using the rental they finally get back to me saying how the car is ready and I need to pay them immediately, The rental itself came out $3000 I just feel like they could’ve communicated everything better or at least find a car from ford for me to rent instead or keeping me in the dark about everything then rushing me to pay

  Business Response

  Date: 12/06/2023

  We greatly apologize for any frustration experienced during this process. Our records indicate that the vehicle arrived at our location on 7/29 and was completed 9/8/2023. The main reason for a delay was the lack of availability for the 2005 instrument cluster that was needed. After numerous attempts on our end to find the correct part, we found a company that repairs them in *********. We did let Mr. ****** know that he would be paying for the rental as it was communicated in a phone call. While his car has been completed since 9/8, it is still here on our lot. His vehicle has been ready for 14 weeks and we have asked him to come get his car as we have limited space on property and remit payment, which has not been done.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents, ***** ***** and ***** ***** leased a vehicle for 4 years from Hoffman Ford. VIN number ***************** In October 2022 they did a buy out of the lease. ***** ***** and ***** ***** financed the loan through *** *********. Jason G**** of Hoffman Ford sold my parents the vehicle. When the Title was written it was written as ***** ***** or ***** ***** by mistake. The company has admitted they made a mistake. On December 22 2022 my father, ***** ***** passed away. When we went to do finalize his Estate in January ( he had no assets) we realized the error on the Title. We contacted Hoffman Ford in February several times. We would leave messages and get no one to call us back I personally called 9 times to try and get someone to talk to me. Finally on February 16 2023 Jason Hoffman began communicating with me to fix the title. He assured me it was his mistake and he would take care of it. On April 12, with still no answer to our problem I called Jason G**** again. He has now either blocked my phone number or has stopped working there. I have called Pedro whom is the Sales manager several times, left messages with no one calling me back. We are unsure what to do. With my father's passing, my mother is unable to keep the payments and she would like to sell the car. She is unable to do that with the title incorrectly written.

  Business Response

  Date: 05/02/2023

  Our Ford/Lincoln Brand Specialist has been in touch and working with ***** on getting the correct paperwork from her lawyer to resolve the issue. 

  Customer Answer

  Date: 05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Both parents filled out and signed the application for title.  It was Hoffman's mistake and they should not need anything from our attorney.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/05/2023

  We understand the frustration and are following the required steps to reach a resolution. Our brand specialist, Jason G**** sent everything over to the *** and we are waiting for a *** response. He has been keeping the customer informed of every step. 

  Customer Answer

  Date: 05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Although I agree with the statement given by the business, I am not going to accept their response until this case is resolved.   

  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/25/2023

  Dear *******,

  We received a new Registration with ***** *****'s name on it.  I contacted Jason G**** and he checked on the title yesterday.  He said the title has been fixed.  I believe Jason G**** did everything in his power to fix the situation and please mark the complaint as answered and I am satisfied with the outcome.  I don't think we will know where the mistake was made, but I do not think it was Jason's fault.

  Thank you for the BBB support in this matter.  

   

  Sincerely,

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

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mechanic ordered part from Hoffman ford and I also contacted ford costumer service, they opened case for me so I can receive part faster. After 5 months waiting and calling dealer at list 10 times ford consumer service contacted me and asked if I installed part that was delivered to Hoffman ford dealer. After that phone call I contacted Hoffman ford the guy “Bill” that I was calling he knew who I was and told me that since I did not pay for the part I don’t own it and he sold it to the first person that walked in to a ford door and he said that it is all my fault that I should go through the dealership to get a part. To order this part we had to provide a win number that was assigned to my van. Because of his actions my van is not fixed and I can’t use it to go to work.

  Business Response

  Date: 01/23/2023

  Our team received the ordered through our body shop for Warranty work.  At the time of the order, we were not given the Customers name and our team told *** ****** that we would need a VIN to order the part.  We ordered the part through *** ****** and realized that Ford would require the part to be installed by a Ford Dealership since it is warranty work. That is why we could not sell the part.   
  
  This part was required to be ordered through **** and technically only for Fleet Vehicles, which I clicked it was a Fleet Vehicle when I ordered the initial part. Our parts manager has since re-ordered the part for the customer, opened a ***** case and have it on emergency order status. This has been explained to *** ******, that we could not sell them a Warranty part that required a Ford Dealership to install.  

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10th 2022 while on assignment in CT I purchased a 2017 ***** ***** ****** from Hoffman **** ** **** ******** for the amount of 27,299.00 USD. The vehicle was purchased in cash (cashier’s check). During the sales process I specifically enquired whether out of state registration would be an issue as I resided in ** and was only in ** for a temporary work assignment. I was told this would not be an issue as they regularly handled out of state sales. I also enquired regarding the temporary paper plates as I was aware of DMV backlogs due to pandemic related staffing issues and was told it would also not be an issue since if the paper plates were to expire before permanent plates and registration was received, they could easily email over updated paper plates. The transaction was swift and uneventful. It has been five months since the purchase and despite repeated attempts the registration has yet to be taken care of and have been unable to obtain updated temporary paper plates leaving me with a 27,000.00 vehicle that cannot be legally utilized. At this point it is fairly clear that Hoffman **** ** **** ******** and its staff do not in fact have the capacity to either deal with an out of state vehicle sale & registration nor the ability to provide me with updated paper plates rendering the property they sold me unusable and this at the very least is a violation of The Deceptive Trade Policies Act which protects ***** consumers against false, misleading and deceptive business practices, unconscionable actions and breaches of warranty. More detailed information can be found in the attached statement document.

  Business Response

  Date: 11/14/2022

  We understand and apologize for the delay in obtaining your ***** registration as we agreed to do. It has never been our intent to have this process take as long as it has. We have been waiting for the original inspection from you and it looks like at some point in our correspondence, there was a communication break down on our end. We have sent you a registered dealer plate from us so you can legally drive your vehicle with a return envelope so you can send back the original inspection. With the inspection, we can resume the out of state DMV process and expedite it so we can send you your ***** license plates. Again we apologize for the delays and are working to resolve this quickly and amicably. We understand that Mike T****, General Sales Manager, has taken over working with you and our DMV clerk to resolve this matter. If needed, he can be reached at *** *** **** or email at ************************** with any questions or updates

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my vehicle to them April 10th, 2022. It’s now July 18th, 2022. They lied to my insurance about what type of accident I was In I don’t know why. It’s just I cannot get to work. I can’t pay bills the little money I do have I’m paying on car ride services. I just want my car back & they’ve been telling me for 3 months that “it’ll be a couple more days”

  Business Response

  Date: 10/14/2022

  Customer vehicle towed into Hoffman Ford on 4/11 after hours. Car was picked up by the Collision Center on 4/13, dispatched and disassembled that day. Estimate and supplement were approved by insurance on 4/29. Customer was updated regarding parts issues on 5/16. Found tire, wheel, and headlight on 5/25. Notified customer on 5/27, that parts had been located and as soon as they arrive, we would bring vehicle to service to complete. Customer was notified on 6/6 that the SRS light was on and needed to be addressed. We dropped the car off at Ford service to address the SRS light on 6/7. We received this email from Ford on 6/16, (EMAIL RECEIVED FROM DAN C****** REGARDING SRS SYSTEM: You sent me Andrew Brown's Fusion to diagnose his SRS light.  We inspected the vehicle and verified a few things.  First, we noticed that the radio and climate control controls are not working, and the passenger airbag light stays on.  We checked for DTC and found ***********  ***********  AND *****:4A, as well as an indication that the **** (front control interface module) ODDTC Fail status.  Through trouble shooting the SRS system, it indicates that a flash of the **** is required to start trouble shooting these codes.  We attempted multiple times, but continue to receive errors indicating that the system could not communicate with the FCIM, and replacement of this module is necessary to continue to diagnose why the SRS codes are present.  I spoke with the customer and none of these radio issues were present prior to the accident, and the light was not on.  How this relates to the accident I am unsure, but I do know that I have to start by replacing the **** (for PN *********** list price 501.00) and continue the diagnosis.  The labor for the initial diagnosis, repair, and additional diagnosis after installation will be 821.60.  Please let me know how you would like to proceed.). We notified customer, and copied the email to keep him informed. Ford following all wiring diagnostic procedures were forced to replace one part at a time prior to moving on to the next. With this process, Ford needed to order the parts as they went, none of these being stock items, and some taking weeks to get. On 7/18 customer was notified of the process and was told of the next steps. This was the day of the complaint, I contacted Mr Brown a few days later to explain the part issues we were having with his car. I agreed to waive his $900.00 deductible as a gesture for his inconvenience. He was fine with it, and after speaking at length with him I asked that he cancel the complaint. He agreed to it, and said he would make the call.