Complaints

This profile includes complaints for Carman Ford Lincoln Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carman Ford Lincoln Inc.

  193 S DuPont Hwy New Castle, DE 19720-4148

  
• 

  Carman Ford Lincoln Inc.

  189 S DuPont Hwy New Castle, DE 19720-4148

  
• 

  Carman Ford Lincoln Inc.

  196 S DuPont Hwy New Castle, DE 19720-4149

  

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:11/12/2023

  Type:Billing 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 vehicle was in an accident. It was sent to carman ford by the insurance company because the company I requested was over booked. This is my 2nd time to have an issue with this company where they paid me my money back in 2021. It took 4 months for the vehicle to be fixed just for the tire to fall off a second time while I was driving with my child. I took the vehicle back 3 times to have it looked at and when I received the car it still has lights coming on from suspension issues the wheel hub/bearings, parking brake issues. Since I have given the company numerous chances to remediate the problem to no avail I need to have it fixed at a different repair facility. They did not replace the control arms, shocks or anything that would require a tire that snaps off the vehicle twice. I am requesting my $2,000 dollars back which is what I paid to the company for repairs.

  

  Business Response

  Date: 11/22/2023

  To whom it may concern,
  

       ******** had her vehicle repaired at our collision center at the end of 2022. ******** removed her car initially after hours without paying her deductible which delayed her from returning for a concern with the suspension. Our collision center worked with the customer and the insurance company to secure a rental from Hertz due to Enterprise not being willing to rent to Ms. ***** and when possible made the shop loaner car available. After working with the customer for over 3 months and 2 concern appointments we had ********'s boyfriend ***** drive and sign off on the repairs. The attached alignment spec sheet shows the vehicle in spec and the repairs approved by the customer as satisfactory on March 10th 2023. In April ***** requested a quote on replacing the wheels on the Fusion due to another impact, but chose to have the wheels replaced at a different shop. On May 12th our shop replaced the right rear bearing due to a bearing noise complaint from *****, which our shop did as a courtesy to Ms. ***** to preserve customer satisfaction. ***** received pictures of the old part removed from the Fusion and the new part we installed. On May 23rd ***** stated he had a dash light on, our collision center referred him to our service center, set an appointment for ***** as a courtesy but neither he or ******** showed for the appointment. Our collision center has performed all work billed to the insurance company and we do not feel a refund is warranted.

   

• Initial Complaint

  Date:10/08/2023

  Type:Billing 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 brought my Ford Taurus into Carman Ford on 6/14/2023 to check for and advise regarding a possible transmission leak. I -ONLY use Ford dealerships for repairs - which "rarely" happen with my car. After performing a vehicle inspection, the technicians at Carman replaced the PTU and axle seal... $100 for parts and $850 for labor. I picked my car up only to discover it was worse. The car was now sputtering horribly when I drove - and it was not doing this when I took the car in for service. I took the car back on 6/16/2023, reported the new issue and asked if they made sure the transmission fluid levels were good. I was told they never checked the transmission fluid levels on 6/14. The the car was brought in for a transmission fluid "leak" - meaning fluid is leaking out. I paid almost $900 in labor for a transmission fluid leak repair and ensuring the actual "fluid" levels are appropriate was overlooked while addressing reported leak. So now with this visit, I’m told they need to do a trans fluid service - the cost for that was $100 for parts and $140 for labor. I drove off and the car is still sputtering, badly. It's so bad that my son-in-law goes to the dealership and asked to speak with the manager. He was told that the issue (sputtering) will work itself out as it takes time for the fluid to work its way through the system - "learn its adaptive strategy" is what was stated on the invoice. It is now 10/8/2023 and over $1200 later - the car is STILL sputtering. Nothing has improved and I am too afraid to even drive the car. It is now parked and covered and I am hopping rides with family members because i feel unsafe. I am 80 years old and fear being stranded on the side of the road, so now I am looking for a reliable auto repair shop to assess and repair the damage done by Carman Ford. I am on a fixed income and need transportation..... losing $1200 to a "dealership" where you think you would get professional service is completely unacceptable.

  

  Business Response

  Date: 10/30/2023

  To BBB,

  Mr. ****** brought his taurus as a result of an Independent repair facility expressing to him that he had a transmission leak. So ,l he brought into our service dept for the first time.

  It has never been here for a repair prior. At that time it had over 105,000 miles. We did the repair and fixed the transmission leak as requested. The following week Mr. ******

  returned with a transmission sputteriing concern. We communicated with him and told him the repair would include an adaptive re-learn the TCM (Transmission control module).

  We test drove it and the repair was completed as requested. This repair was performed in June of 2023. We have not heard from Mr. ****** until now. The original repair was due to

  outside recommendation. It was for a transmission leak which we performed as requested. We believe there must be a more substantial issue with his transmission.

  We cannot refund the payment as per his request.

  Customer Answer

  Date: 11/05/2023

  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. The business is very dismissive and has not accepted their responsibility.  The car has always been service by a Ford dealer. Regardless of it being serviced at that Ford dealer for the first time, the integrity and quality of the service should be the same. The car was not sputtering and having issues when it was brought there. And they didn’t fix the damaged they caused when I brought it back.  I was told the sputtering would “eventually” go away.  I would never bring it back there - I need someone who’s is qualified to repair it to take care of the issue. Until then, I do not feel safe driving it.  The business did at least asking in their statement that the sputtering happened “after” they did work on it - they are the cause. L and they need to refund me the money.  Regards, Complaint ID: 20710673    

  

  Business Response

  Date: 11/09/2023

  i AM SORRY BUT We cannot refund any money on this since we fixed the repair that was requested at the inception.

   

   

• Initial Complaint

  Date:04/17/2023

  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.

  My daughter has a car registered in my name in Delaware. She has taken the car to the dealership 5 times to resolve an air conditioning problem. She has been charged over $1500. Yesterday, she was accused of wrecking her front fender and having it replaced and who ever did that caused the issue with air conditioner. March 2022 - Appt for oil change and air conditioner repair. Told they didn't have time. Car sat on lot for a week. She had to get a rental. Wasn't repaired and didn't work right. August 2022 - Air conditioner still not working right. Told they put a thermometer in car and it was working. September 2022 - Air conditioner still not working right. Couldn't make an appointment because they told her again it was fine. February/March 2023 - Charged for a recall. Should never had been charged. Part had already been replaced once and because it was recall they replaced the part a second time and charged labor. Recall should have been free. April 2023 - Took car in again. Had man sit in car and he finally said, not working. Accused of having a car wreck and the company who fixed the fender didn't put freon in it. She did have a wreck 5 years ago and if need proof we can provide. My guess is Carman Ford never put freon in the air conditioner to begin with and tried to pawn it off on something or someone else to cover their error. Was charged again. Asked to bring it back in a week. For what? How many times does she have to charged for an air conditioner problem that she told them about a year and still wasn't fixed after numerous trips and appointments. Refund for recall, charges on April 12 and reimbursement for rental car. February/March 2023 - Charged for a recall. Should never had been charged. We like a refund for the work yesterday. And also a refund for the labor from the recall. That part had to be replaced twice because it went out before the recall so she was charged twice.

  

  Business Response

  Date: 04/29/2023

  On 4-12-2023, RO 554619, customer ******* ******* came in for diagnostic on the AC system being inop. Customer authorized AC diagnostic of $239.99+fees if concern is not related to compressor replacement that was performed. Technician diagnosed vehicle and performed an AC system check. Found AC freon level low, charged system to spec and added AC dye to check for any leaks. Tested vehicle in shop, no leaks present at this time. Customer was advised to return when AC felt weak or in a few weeks to get inspected for any dye showing a leak. Customer asked for discount and Service Director split cost 50/50, customer paid $125.40 rather than diagnostic amount agreed to. Customer was explained that if the leak was from the compressor, the warranty would refund diagnostic but until a leak is found, diagnostic charges apply.
  On 1/4/2023, RO 551512, customer was already refunded amount from Ford for recall charges as stated in recall letter delivered to customers.
  On 11/25/2022, RO 550008, customer was not charged any diagnostic for checking AC system when system was operating properly.
  On 8/8-8/10/2022, RO 546887, customer paid for AC compressor replacement. Techs time is showing the repairs completed on 8/10/2022, 2 days after diagnostic was performed. Customer was charged only for replacement of unit and no diagnostics.
  On 4/22-4/26/2022, customer came in for diagnostics and maint. Customer was charged a discounted rate of $192.90 (instead of $239.99 agreed upon amount) to perform diagnostic on AC and add dye to system. No leaks found, customer returned on 8/8/2022 where leak was found coming from compressor.
  Multiple discounts and the refund have already been issued to the customer over the span of the concerns stated in the complaint.

  Customer Answer

  Date: 05/10/2023

  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. This complaint is not resolved.  After they supposedly fixed the problem the last the AC is still not working.   Two days after she took the car in to check to see if was leaking, it stopped working. Plus they lied.  She was not reimbursed for the labor from the Ford Motor Company. She was charged labor by Carman when they replaced the recall part.  Ford only reimbursed for the part. Carman charged labor which they shouldn’t have.So my daughter is still without an AC that works and Carman takes no responsibility.  Typical of this business. Sad that the BBB couldn’t help.  Regards, Complaint ID: 19932047    

  

  Business Response

  Date: 05/10/2023

  ACCORDNING TO THE BBB AS OF 5/9/23 THIS COMPLANI HAS BEEN CLOSED.

• Initial Complaint

  Date:01/13/2023

  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.

  On August 16, 2022 Carman Collision received my car a 2017 Ford Fursion Energi SE Hybrid. I received multiple INACCURATE updates relating to vehicle as in reference to its progress of being repaired. Throughout the updates the car was finally “ready” Friday November 16, 2022. My boyfriend went to pick the car up and immediately told me that there were still issues with the car. My boyfriend and I didn’t return the car because we’re in financial situation that requires us to have a vehicle to make money DAILY. We assumed the repairs were minor because the car was drivable. Issues with the car include, but not limited to, ALL suspension parts and the wheel hub and bearings. When driving at 70-80 there is a loud vibration and while braking the wheel pulls to the driver side.. On the passenger side of vehicle my boyfriend informed the shop manager Jack that there is a clicking noise when turning left while braking and using reverse turning the wheel counterclockwise. On Wednesday January 4, 2023 my boyfriend was driving and I in the passenger seat. My boyfriend proceeded to switch lanes while braking and the wheel/ axle parts feel off the vehicle in middle of road way. Carman redid there work. On Friday January 13, 2023, I received my car back from Carman and am still experiencing the same original problems that were supposed to get fixed. At this point we are asking for $1,200 refund out of the total $2,210.40 for putting defective parts on my vehicle. Also, no real test drive of at least 20 miles was done hitting bumps etc. because the handling of the vehicle would have been fixed immediately. It was not. The work wasn’t done right. And would like car to be repaired at another shop.

  

  Business Response

  Date: 01/14/2023

  I have already responded to this complaint. This customer's part is now in stock and has set up an appointment for the repair.

• Initial Complaint

  Date:08/15/2022

  Type:Delivery 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 6-18-2022, my 2017 Chrysler Pacifica broke down and was towed to the Carman dealership in New Castle, Delaware. It has been sitting there unrepaired ever since, and during my last call to the service department I was told that it hadn't even been taken apart for inspection by Chrysler reps so Chrysler can approve installation of a new engine. (The car is covered by a Chrysler certified used car warranty). All I've heard is excuses and, frankly, misinformation. For example last week a service rep told me the Chrysler reps were coming to take a look. Now today I'm told the car isn't ready for them to take a look. No offer of a loaner car. No end in sight, as it will likely take many weeks for the engine to come in, once it gets approved, and of course there will be waiting for the service department to install the engine. This is a simple matter that can be resolved with two actions: 1) Get to work on the car immediately 2) Provide me with a loaner car.

  

  Business Response

  Date: 08/15/2022

  WE TOLD THE CUSTOMER AT TIME OF BREAKDOWN WE ARE BOOK AND MOST LIKELY WOULD NOT BE ABLE TO GET TO THE CAR FOR 45 - 60 DAYS. WE SUGGESTED TO THE CUSTOMER TO TAKE TO ANOTHER DEALERSHIP,

  CUSTOMER CALLED BACK AND SAID OTHER DEALERSHIPS SAID THE SAME THING. WE WILL HAVE HIS CAR IN THE SHOP THIS WEEK, WE WILL STILL HAVE TO WAIT FOR APPROVAL FROM CHRYSLER AND PARTS.

  I TALKED TO CUSTOMER TODAY AND AGREED TO REVIEW UPDATE ON WEDNESDAY THIS WEEK.

   

  CARMAN CJDR

  GENERAL MGR

  Customer Answer

  Date: 02/10/2023

  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.
  
  

  My 2017 Chrysler Pacifica was towed to them in early June. It was subsequently (and very slowly) determined that the engine needed to be replaced, and then it was subsequently (and very slowly) determined that it would be covered by Chrysler under warranty. It took these people eight months to complete the repairs and when they gave it back to me it had a broken windshield and they charged me $260 for a new battery. The main monetary damage here is that I had an offer to sell this vehicle to Carmax for more than $20,479. But two days before Carmax was to pick it up, the engine went bad and it was towed to Carman. Now, with the vehicle held captive at Carman for eight months, the best offer is $16,050. Plus I had to pay more than $600 for a new windshield. Thus these people owe me $5,029—and an apology from that piece of crap *** *********** I will upload the receipt for the windshield and screen shots showing the offers for the vehicle in a couple days.

  
  

  	select
  Desired Outcome:	Billing adjustment; Contact by the business

  
  
  
  Regards,

  Complaint ID: 17716588

   

   

   

  

  Business Response

  Date: 02/10/2023

  Most Recent Message

  Date Sent: 2/8/2023 10:51:07 AM
  

  Firstly I don't know Mr. *******, for him to call me a piece of crap is uncalled for and disrespectful.

  I'm aware that his van was in our shop for a period of time and our advisor Mark Webb suggested to Mr. ******* to have the van towed to another dealership, we are not the only CJDR store.

  He never talked to us selling his car and had a offer to buy it. He also agreed to leave the car here for the repairs.

  He mentioned the windshield at pick up, we weren't aware of the crack and he was suggested to reach out to me.

  He never called me in reference to the windshield, the break could be the result of a stone chip. We are not sure?

  We have no intentions of paying for a value difference or windshield without any proof of the damage happening while in our possesion.

   

   

  Carman CJDR

  General Mgr