ComplaintsforBoulevard Ford Lincoln Georgetown

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The merchant failed to repair my truck after several attempts and subsequently proceeded to provide fraudulent documents of rendered services and replacement parts to my insurance provider USAA that resulted in a denied dispute. I had to take my truck to a second repair service company to replace and repair the damages caused by Boulevard Ford Lincoln Georgetown. We are seeking 100% refund of services and parts and the cost to replace and repair additional damages to our fog light wiring.

  

  Business response

  03/10/2023

  We are responding to ID #19457096.  The vehicle came to us on 9/20/22 for a second opinion.  We received codes as listed on front of repair order.  Many are “U” codes, which are communication codes, that could be caused from low voltage.  Several are related to timing repair.  Once replaced, we would clear codes, then rescan PCM.  Back of RO does state hole in exhaust, however no codes were present at time.  We performed timing work.  Vehicle came back and had a check engine light.  We replaced plugs, coil, and components that failed, all no charge to the customer. 
  
  After this, we never had vehicle back for any reason/concern.  On Feb 23rd 2023, the customer called our dealership and spoke to our Service Manager.  She stated she authorized over $8,000 in various repairs at another dealership.  We asked for, documentation and parts since the repair was done four months prior.  She did provide us with the ROs, but stated no parts, pictures or videos were taken or provided.  We had no knowledge or opportunity to make right on these repairs if there was a concern after the last visit.  As previously documented, we did have a concern regarding the check engine light, but we made that right and had not heard from the customer until February 2023, which was four months later. 
  
  The customer apparently attempted to reverse charges on credit card, but too much time had elapsed.  She also contacted her insurance company to file a claim for repair.  She states we filed fraudulent information, but we were never contacted or given any information on who her insurance provider is.  Insurance denied claim due to repairs were different than provided.  We never were provided any information and did not provide any documents. 
  
  Regarding the fog light, on the repair order, our technician noted that “note have to disconnect aftermarket wiring that was wired into cooling fan assy.” In other words, when it came to us, it was not wired properly to start with, and the technician was not going to re-wire it the way it was.  Disconnecting the fog light was necessary for repairs we were doing since the wiring was done wrong, but the customer did not give authorization for us to re-wire it correctly, so we did not. 

  Customer response

  03/12/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Good afternoon, I have attached verification of damages caused by  Boulevard Ford Georgetown for your review. My husband and I are requesting a refund for amount of $5,695.00 as a result inadequate service and damaged equipment and park related to services performed and listed in detail on invoice close out date of 10/07 22. We are disputing the dealership‘s claim of no being given the opportunity to correct the damages with provision of attached text messages to verify service appointment  on three separate dates in which the dealership failed to correct the damages and provide adequate service that are listed in the invoice dated 10/07/22 which is the close out dat. As a result we took our truck to Hertrich Ford and the damages caused by by Boulevard Ford Georgetown are listed in the attached document.  Regards, Complaint ID: 19457096    

  

  Business response

  03/22/2023

  We are responding to ID #19457096.  The customer has been in our service department regarding this vehicle twice.  The first repair order was opened on 9/20/2022 and closed on 10/7/2022.  The second time was when the vehicle had to come back because of a check engine light.   As mentioned in our first response, we replaced plugs, coil, and components that failed, all no charge to the customer.  That repair order was opened on 10/14/2022 and closed on 10/28/2022.  After this, we did not see the vehicle or hear from this customer again until months later when she spoke with our Service Manager.
  
  The screenshot that was attached of the email from 10/26/2022 is an appointment confirmation.  These are sent out when a customer makes an appointment to confirm the date.  This customer made an appointment on 11/4/2022 at 8am either online or via our call center.  We never saw this customer on 11/4/2022.  Per the other dealership repair orders that she shared with our service manager, the vehicle went to another dealership on 11/3/2022.
  
  As stated in our first response, we had no knowledge or opportunity to make right on these repairs if there was a concern after the last visit.  Any mention of this was brought to our attention months later.

• Initial Complaint

  09/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a 2021 f250 6.7 diesel 4 door truck and traded my 2011 f250 6.7 diesel extended cab truck on 8\25\22. Upon signing the paperwork I was given a "we owe you" that was to include a 2nd key for the new truck. This was supposedly ordered 3 weeks ago I still haven't seen it. I recently hooked up my camper and drove to the campground. While driving it I noticed I had quite a bit of tire roll. After getting home I went to Furrs tire in Dover DE and asked why I had this issue. They told me the tires were not rated for this truck and they were inflated 8psi over the max inflation to keep the tpms sensors from throwing a code or warning. Now I had to order $1,200 tires to accommodate the trucks capability. I have called, emailed, Facebook messaged and text my sales person (Tykee) and even asked for the manager or president of the company to call me. Nothing has been resolved and I have had zero response from anyone there yet. I'm a very reasonable person and would like to get this resolved but to not even respond or try to respond is unacceptable and unprofessional.

  

  Business response

  10/03/2022

  We are responding to complaint ID 18123146.  One of our managers spoke with the customer on September 24, 2022.  The 2nd key had been ordered. We had the customer send us the information for the tires that are on the truck so our service department could investigate this.  They confirmed those tires are what Ford recommends for the truck itself, but they are not recommended when it comes to pulling a camper.  Therefore, different tires would need to be purchased if the customer wants pull something like that.  Our general manager also spoke with the customer on October 3, 2022, to go over this.  The key is set up to be cut tomorrow, October 4th.  If the customer has any other concerns, they can reach back out to **** **** directly. 

  Customer response

  10/06/2022

  Better Business Bureau:

  I have contacted **** **** directly and he is supposed to be sending me a check for the $1,200 I spent on new tires I have already purchased and had installed. I'd like to have this claim retracted from the BBB and it's history if that's possible please. I feel as though the problem was corrected. 

  Regards,. 

  Complaint ID: 18123146
  

   

   

   

• Initial Complaint

  12/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new car in full 10/28/21 from Boulevard Ford and paid them to process the title and registration. Due to them not being able to process it in a timely fashion, I requested to have them give me the title documents so I could process everything with the DMV myself immediately. Please note, I did not even request a refund for the fees I paid them. I just needed to get this done sooner than they said we could. They have refused to provide me with my title documents and when I asked them what legal right they had to hold documents for my vehicle they stopped responding to emails. I just received another set of temporary tags today 12/24/21 in the mail, but I need to get the title and registration so I can transfer a low digit tag from another vehicle and put that older vehicle up for sale. I cannot do any of this without the new vehicle title and registration.

  

  Business response

  12/31/2021

  We are responding to ID # 16397902.  We would like to sincerely apologize for the experience that this customer is having with our dealership & the amount of time this has taken to get resolved.  It most certainly should not have gotten to this point to get this taken care of.  The paperwork was at the DMV, so one of our associates went and picked it up on December 29, 2021.  She overnighted the title work to the customer that same day.  We will also be reimbursing the customer for the fees.  That will be put in the mail as soon as possible.  If there is anything else this customer needs, please let us know or they can reach out directly to **** ***** *** ******* ******** ** *************

*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. ↩