ComplaintsforSam Galloway Ford, Inc

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried I was stuck in ******* and the person the service department person wouldn't help me on the phone The key fob started saying it was undetected in my 2015 **** edge I just bought from you guys two months ago and started alarm started going off and I was just at a festival for 2 months I looked like a hippie guy and a weird parking lot and I was uncomfortable I told the lady that I'm sorry I'm frustrated that it's not towards you I just wanted to let you know that I just need some help I'm a mechanic I just don't know this car how do you get these key fob does he batteries or maybe can you just give me a hand and she would not help me she kept telling me to go to the **** dealer in ******* I'm like that's not what I want to do ma'am can you just give me a hand like she wouldn't help me she wouldn't get a service guy she wouldn't get a mechanic she asked some guy and then she hung up on me and yelled at me and said I should check my batteries and I told her that why should I have to check anything I just bought this car it's supposed to be certified and then just a month ago I had the whole front end just done so the car supposed to be certified what's wrong with it now of course I'm frustrated but she did not care and then I just called again and she transferred me out cuz she doesn't know what she does she has no idea what a key fob there's a key inside of it to get inside the car and I don't know how to work it it's not working it won't go in the door

  Business response

  07/01/2024

  The customer was upset that the problem with his vehicle could not be diagnosed over the telephone.

  We have the recording of the phone conversation and have listened to the recording. After listiening to the recording we contacted the customer and had the vehicle brought into our service facility once he was back in *******. We ordered a new kjey for his vehicle. The key has arrived at the dealership. THe customer has been contacted however the customer has not come back in for his key and programming of the key.

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2018 we bought a 2018 F350 Landscape truck that was purchased at *************. I signed an Extended Warranty agreement that indicated that the Warranty would expire on 8/31/2024 or at ******* whichever comes first. The WARRANTY has a box for ***** (large trucks have clocks to monitor hours of use) but it has an "N/A" printed in the box...meaning that the number of hours on the truck do not apply to the extended warranty....at least that was what we were told when we paid almost $5,000.00 for this extra protection. The truck is currently in for repair at Sam Galloway Ford. They told me the truck is no longer covered since the truck has over **** hours but mileage is ******. I was told that the cost of repair would be about $11,000. I gave them a copy of the extended warranty contract showing "N/A for *****, but was told **** will not honor it and that I should contact ************* who issued the extended warranty contract. When I spoke with the finance department at ************* I was told that my contact was in ERROR as THE ***** BOX SHOULD NOT HAVE ...N/A. **** in the finance department at ***************** told me that this was an error and they are willing to reimburse the cost of the contract. I am not too happy with this because I feel that FORDS error is costing us $6000 when I have a signed contract that states that the repair should be fully covered. I have spoken with the ************************ at their headquarters but they tell me that this is a matter to be handled at the dealership level.

  Business response

  01/19/2024

  While we appreciate the situation *************************** is faced with, Sam Galloway Ford is beholden to the terms outlined by the respective warranty company. Unfortunately, this issue does not lie between the customer and ********************, but between the customer and the selling dealer/warranty provider. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like **** and *** Galloway to stand behind their products. A **** battery was replaced in September 2022 under 3 year warranty. 16 months later the battery needed to be replaced because of a bad cell. There was no proration of the billing for the battery because it was replaced under warranty. Clearly, I did nothing wrong to cause a bad cell it would be a **** product manufacturing issue. There is no logical reason why there should not be a warranty on a **** product that lasted less than 1/2 of its normal warranty period and failed because of a manufacturing issue. The fact that **** does not pay the dealer for warranty work should not cause a warranty not to be issued. If this was an engine instead of a battery would this be the same case? My wife and I have been purchasing **** vehicles for over 30 years and this situation is making me examine my options the next time. This occured on 1/10/24 and I paid $223.28.

  Business response

  01/24/2024

  We have been in contact with the client and have refunded the amount in question via **** Pass Rewards.  Further, the client has received an explanation as to why the situation unfolded as it did.  We believe this issue has been resolved. 

  Customer response

  01/25/2024

   
  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

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck a few months ago after a few days I noticed the engine making noise I brought it to *** Galloway they told me it was normal to keep driving it then 3 days later the engine blew up *** Galloway has had my truck for 50+ days they still can not give me a time line on when I will get it back I have asked multiple times if they will do a buy back since they sold me a truck with a bad engine and this has been the worst car buying experience I could of imagined I always thought so highly of *** Galloway but I have learned very quickly they only care about the money and not a family owned business who will do the right thing in a bad situation it was gold certified so there mechanics said all was good on the truck . Every time I called I would be promised a call back to receive one a few times with never any answers most of the time just never called back and then told they all have been fired . I have called and asked for the general manager they also did not have the cutosity to return my call noone cares like it's not there problem ***** follows up . I'm in a loaner vehicle for 50 days but paying a truck payment on a truck that has pretty much been in the shop since I bought it also a 20 k down payment . I asked for *** Galloway to do a buy back on the truck as that is the right thing to do so I can move on and buy a reliable truck . Instead of keeping a customer and a good name from me there leaving me in this bad situation without a care in the world .

  Business response

  07/24/2023

  I have been in touch with *********** regarding trying to expedite the repair of his 2019 **** F-150. We were able to locate the necessary parts and we got his truck repaired and he picked it up on Saturday July 22nd. He seemed to be very happy and relieved to have his truck back. Our parts manager managed to find the parts needed at another dealership across the country after we were told they were on back order. I hope this rectifies the issue ***** has and he has my contact information going forward. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/7/2022, we ordered 2 Mustang Mach-Es via **** directly. We quickly noticed that one was the wrong color (black instead of grabber blue). On 3/8/2022, we went to Sam Galloway Ford to cancel the orders placed online and place 2 new orders for the correct colors. We signed paperwork and gave a deposit to ***********************. In mid-July 2022 we were notified by **** that our vehicles were completed and would be shipped to *** Galloway in mid to late August. We were unsure why the black Mach-e was still showing rather than the grabber blue. We immediately went to the dealership and were informed that *********************** was no longer there and he never placed the orders. We purchased the Mach-e in August 2022, but were still so upset with the color that as soon as the ********************************************************************** September of 2022. In April 2023, we were notified that the vehicle was in production and would be shipped soon. We went to *** Galloway to discuss trading in the Mach-e for the grabber blue. We were told they were sorry about the situation, but they would only be able to give us $34,000 for our car and the tax credit was now reduced to $3,750, so we would owe close to $15,000 for the blue car. We just want the vehicle (blue) that should have been ordered in the first place.

  Business response

  05/17/2023

  Good afternoon,

   

  This is in response to case #  ********. I have also sent an attachment of supporting documents that I will explain in my response. Mr. ***********;is correct in the fact that he did place two orders for vehicles with our dealership and the salesperson at the time did drop the ball and the order did not get placed and for that we sincerely apologize to the customer and quite frankly are somewhat embarrassed. **************** did subsequently order another Mach E after he realized the error on our part and we did make sure that car got ordered and prioritized. When the vehicle finally came in **************** came in to finalize the transaction and to get his 2022 Mach-E appraised and we feel we gave him more than fair value for the vehicle and I think based on the market report we attached it will substantiate this. The market on electric vehicles has dropped substantially both on the new and used side which we do not have a lot of control over. As far as the tax credit, that is a federal tax credit and we have no control when they change them (i have also attached a copy of the new federal tax credits)

   

  We at Galloway **** pride ourselves on customer service and prioritizing the customer experience and we are very disappointed in the fact that one of our employees did not follow through for ****************. We do feel after we realized the error we did the right thing in making sure his second order was ordered promptly and prioritized to get him the vehicle as quickly as possible. I also think he was offered a more than fair appraisal of his 2022 Mach-E. 

   

  Any questions feel free to reach out to me.

   

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

  General Sales Manager

  Sam Galloway Ford-Lincoln

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

  Customer response

  05/24/2023

   
  Complaint: 20009376
  
  I am rejecting this response because:

  There are several inaccuracies listed in the response  

  1.  The 2023 Mach E was ordered via Ford.com, so the claim that they ensured it was ordered and prioritized is not correct  

  2. We have not finalized the transaction since the 2023 Mach-E has yet to be delivered. The estimate on Ford.com is **** 3-9.

  3. They feel we were given a more than fair value, however ************************ offered us $2,000 more the same week.

  In regards to the federal tax credit reduction, despite Galloway not having control over the changes, this is pertinent since had their employee completed the order (as agreed upon), we would have been eligible to claim the full $7,500 tax credit instead of the now reduced credit of $3,750.

  Also, we would like to add that a female salesperson with Galloway called on the same day this complaint was filed.  She spoke to my wife and said we know you are excellent customers, I can see youve purchased almost $200,000 in vehicles since 2020, so dont worry, we will take care of you when the new 2023 Mach-E arrives.  
  

  How is Galloway going to take care of us? By selling us the new car at MSRP and giving us $15,000 less than what we paid for the 2022 Mach-E? 

  We feel Galloway should do the right thing and remedy their employees error by trading the 2022 Mach-E for the new vehicle at MSRP less the $3,750 tax credit. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 1/17/2023 I purchased a 2014 **** C-Max ****** hybrid vehicle. As of 1/1/2023 the *** established a new "Used Clean Vehicle Credit" to buyers of certain used hybrid vehicles to which my vehicle meets all the criteria. The dealer was supposed to give me a form or letterhead showing certain info required by the *** at the time of sale. A copy of that was to be sent to the *** as well. This gives me the information needed to submit next year with my 2023 tax forms. I did not receive that form from the dealer at that time. I have called the dealership on three different occasions and was told we'll check it out and get back to you. I also sent a letter with copies of the *** information they need to comply to. I talked with the Used Car Mgr, the Business Mgr., and HR Mgr., as well as asking for help getting this info from my salesperson. To date I have not received a call back or any correspondence from them. This rebate qualifies me for a $4000.00 rebate per the *** information. The fact they have not gotten back to me makes me think they are hiding something. Please help me get this simple information required from them. Thank you.

  Business response

  04/27/2023

  To whom it mat concern:

  We have been in contact with *********************  We are in the process of over-nighting the paperwork needed to resolve his issue.  We are hopeful that this issue will be resolved shortly.

   

   

  Customer response

  04/27/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid thousands for an extended warranty on my 2019 Super Duty F-350 and the check engine light has come on. I took it to *** Galloway three times over the past year (with only ****** miles added in that time). The light is on again with the same problem, and *** Galloway cannot take a look at it until June. However, last October, when I needed four tires (customer pay work), I took it in the next day. They take customer pay work first and make customers with new vehicles and warranties wait an extended period of time. Sometimes driving these vehicles causes further problems when the issue isn't taken care of in a timely manner. When I tried to call the manager, he doesn't answer, it goes to voicemail and he never returns the call. I had to call a dealer over one hour away who could have gotten me in much sooner, but due to needing a loaner car, will have to wait three weeks--which is still significantly sooner than 2 1/2 months.

  Business response

  03/29/2023

  The customer brought the vehicle into ******************** on 3-21-2023 at ****** miles. ** the time of reception the customer stated that the check engine light had come on, the customer stated that he had scanned the vehicle for codes himself and Code P20A and P20b were present. The customer cleared the codes and drove the truck. The customer drove the truck after clearing the codes, he stated that the check engine light came back on. THe customer stated that the check engione light went back off before bringing it in for service.

  When the vehicle arrived the check engine light was not on.

  We scanned the vehicle for any current codes. No codes were present in the vehicle. A test drive was performed on the vehicle. During the test drive no warning lights came on and the vehicle performed to **** specifications.

  The customer was contacted by ***** Person on Friday 3-24-2023 and explained that the truck was driving and performing with no warning lights. The customer stated that normally the light would come on within the first 5 miles of driving the vehicle. The customer asked that we continue to drive the vehicle more and ensure that the light is not coming on. 

  The customers vehicle was driven several more times. The check engine light has not come on. We contacted the customer again on Monday 3-28-2023 and explained that the light has stil not come on. The customer requested that we continue to drive the vehicle. 

  The vehicle has now been driven a total of 111 miles attempting to duplicate the customers concern of a check engine light.

  As of 3-29-2023 the vehicle is operating to **** specifications. Sam Galloway Ford could not duplicate the customers concerns.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2020 Lincoln Corsair in for an oil change and tire rotation roughly four days before we knew hurricane *** would be hitting **, it should have taken the day, maybe two days at most to do. The day before the hurricane my advisor calls and says they have more important cars to work on right now and they havent done anything to mine yet, it will be a few days. I say okay, no problem. A few days after the hurricane he called and said my car was left out back during the hurricane and it sustained MAJOR damage. It ended up being over $9k in damages due to negligence. My car was sent to the Galloway ********* center on MY insurances expense mind you, I have received one phone call since then, I have called probably 35 times trying to get someone on the phone for any sort of an update- no one answers or doesnt call back. I have emailed ****** Galloway over a month ago- no response, I have emailed the advisor several times where I was promised an update- never heard back, etc. I have shown up two times with promises that my car will be done soon, then I never hear back from anyone. Its been two months and ** really really tired of not having my car in my possession. Ive received attitudes from staff, a lack of caring for the fact that my car was almost destroyed in a hurricane due to it being left outside and getting beaten by a fence when it was literally there for an oil change! I would never recommend this business for service work, or collision work to anyone! I will personally never take a single vehicle to them again and this is the third vehicle I have purchased from them! I just purchased this vehicle cash in **** as well from them and the manager made it seem as if I didnt have the funds to purchase the vehicle at time of purchase, very unprofessional and rude.

  Business response

  11/23/2022

  The vehicle was dropped off on Thursday 9-22-22 for service and an electrical repair "oil change, tire rotation, and a concern with the navigation screen turning blue while driving." At the time of drop off for the service the customer received a loaner vehicle to drive. The customer was informed on a daily basis about the status of her vehicle. On Wednesday 9-27-22 the customer was informed that we would be closing early for employees to prepare for hurricane *** and that we would be in contact when the store re-opened for business. The customer was contacted on Wednesday 10-5-2022 which was the first full day that the dealership was re-opened for normal business. At this time the customer was informed that the service was complete on the vehicle and that the electrical concern could not be re-produced or duplicated. The customer was also informed that the vehicle had been damaged during hurricane *** and would need to go the the body shop for repairs. The customer at this time stated that she would contact her insurance company.

  Sam Galloway Ford Lincoln Body Shop did not reopen for business for approximately 2 weeks after hurricane due to damages the property received from hurricane ***; "reopened on Monday 10-10-22". At this time we were receiving vehicles from customers however we did not have a phone system up and running. The customers vehicle was towed to the body shop on Wednesday 10-12-22. Tear down of the vehicle started on the same day 10-12-22. Parts for the vehicle were also ordered on Wednesday 10-12-22. We emailed the customer on ******** informing her that we were working on her vehicle and informing her that the best form of communication to use would be e-mail due to the fact that the phones were still down at the body shop as a result of the hurricane.

  During the repair process there were 3 different supplements written on the vehicle. The customer was contacted throughout the repair process and updated on progress and parts availability. The customer was contacted on ******** informing her that not all parts had arrived and a supplement had been submitted to her insurance company. The customer was contacted on 11-7-2022 and ******** informing her that there was a second supplement submitted to her insurance company.

  First supplement approved by insurance on 10-26-22 

  Second supplement approved on 11-7-2022

  Third supplement approved on 11-18-2022

  The final part for the vehicle did not arrive until Friday 11-18-2022 which was  the back glass for the liftgate. Once this piece of glass arrived it was necessary to schedule installation with a glass company. The glass was installed Monday 11-21-22. The vehicle was re-delivered to the customer Monday ********.

  During the entire process the customer was provided a loaner vehicle to drive at no charge.

   

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told to file a complaint with the attorney general its something about the warranty. I have a problem with my car that I got from *** Galloway I was told that I can bring the car back within 14 days if it doesnt meet my requirements. Nobody said anything about a if the car is **** miles over the original mileage you cant return it. I was only told dont smoke in the car and Ill be able to return it. Its mechanical problems wrong with the car and the transmission or motor isnt good in the car

  Business response

  11/14/2022

  As per ***************;s ********************* complaint 

  **************** purchased a Gold certified vehicle from Sam Galloway Ford on 10-28-2022 with ****** miles on it.

  Ford Gold Certified return policy states the consumer may return the vehicle they purchased within 14 days or **** miles which ever comes first the customer brought the vehicle back with 62,560

  miles on it he drove it **** miles that excludes him from being able to return the vehicle as per ****'s policy. **************** did have a concern with the passenger window no working properly we offered to repair the vehicle at no cost to him not even the $100.00  deductible that his warranty states. I have attached ****'s gold CPO return policy that states everything that i have said. *** Galloway considers this matter closed. Any questions please message me back .

  Sincerely,

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

  General Sales Manager  

   

  Customer response

  11/15/2022

   
  Complaint: 18379438
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  the day I purchased the car ****** (the sales associate) drove the car to the airport so I could drop off my rental and I had to drop him back off at the dealership so some of them miles I didnt actually drive the person that sold me the car did. Technically all them miles wasnt only from me it was from a **** galloway employee

  Business response

  11/16/2022

  After the customer signed his paperwork for his vehicle he asked his salesperson to follow him to return his rental vehicle at this point *************** owned the vehicle and his **** mile or 14days clock had started *** GallowayFord considers this complaint to be closed. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have ordered a vehicle from this company around February of this year. I have asked the salesman if i would be getting the rebates and incentives offered at the time of the order, and he said no, but I would be getting the rebates and incentives offered at the time I actually purchase the vehicle. He also lied and said that the vehicle will be delivered in about 3 months. First, I didn't get the vehicle delivered until July. There was an incentive offered at that time of "free gas until the end of the year" my salesman told me about to make me buy the vehicle. I have already had a bad experience with both, the sales department because I have tried to trade in another vehicle and they have treated me like trash because I refused their ridiculous offer, and with the service department because they were trying to convince me that my vehicle only needed a spark plug replaced when the engine was cracked instead because my warranty was about to expire and they were trying to gain some time so the cost would be on me. I was very disappointed for those reasons and I was not excited about getting my new car anymore from this company, but the salesman convinced me offering the free gas. I was ready to walk away from the purchase multiple times because, once again, they were trying to offer me a ridiculous amount for my trade in. After many back and forth attempts, we finally agreed to a more doable amount, a $5000 difference!!! After the deal was signed, I asked the salesman about my free gas and he said I will be getting something in the mail. Needless to say, I never got anything and I then I got a call from them telling me that I won't be getting it because "I have ordered the car in February" even though I was not even obligated to buy that car and I wasn't even going to buy it anymore, but did because the salesman convinced me with that offer. These people are deceiving and only treat you right if you let them take advantage of you, they need to be stopped!

  Business response

  10/28/2022

  I Reached out to ********************************* on October 28Th 2022 I Promised her that because she was told by the salesperson when she was going to cancel her order that she would receive the one thousand dollar gas promotion that Sam Galloway Ford would be glad to honor the promotion. I gave her the option to receive the gas cards that would total  one thousand dollars or a check in the amount of one thousand dollars .******** choice to receive a check in the amount of one thousand dollars  that would be mailed to her within 10 days. I apologized to ********* for the misunderstanding she was happy.   Thank you ***************************** General Sales Manager 

  Customer response

  10/28/2022

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

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