Complaints

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought vehicle into Gary Smith Ford for scheduled appointment on 15 December, 2023 for a labored start and check engine light. 8 weeks later, on military orders and had to get vehicle (16 February, 2024). Charged over $2100 and received vehicle with labored start and check engine light. Vehicle received in same condition as when dropped off. $2100 in parts and labor that did not address any of the issues. I repeat: Dealership had my truck for 8 weeks and I was charged in excess of $2100 for parts and labor that I did not need nor did they fix the problem.

  Business response

  03/06/2024

  I have been made aware of this customer's concerns. I am arranging to pick the vehicle up today and will address the concerns quickly. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold me a Jeep Wrangler under false pretenses was told that there was nothing wrong with the Jeep by the seller.. Had the Jeep for 4 days then all kinds of problems and check engine lights started coming on . The exhaust system is totally shot and it won’t even pass an emissions test, front brakes are metal on metal, oil leak from side of the engine block, steering linkage is almost broken… Also has a slight misfire…. If I would have known about any of this I would not have made the purchase… vehicle is totally unsafe to sell and the sales men didn’t care after calling about it I was told to fuck off and get a lawyer. Totally unprofessional

  Business response

  07/26/2023

  We have spoken to Mr. *****.  And , we certainly didn't curse at our customer.

  Thank you for reaching out, but no help here for a 170k mile vehicle.

  Mr. ***** knows very well that he signed multiple documents stating  

  that this vehicle was as-is!  We tried to explain this when we sold it to him. 

  No one wants to talk about what could happen at the time of sell, this is 

  why we document everything. several state documents as well as federal documents.

  Customer response

  07/26/2023

  
  Complaint: 20378408
  
  I am rejecting this response because: They did not state that anything was wrong with the Jeep and there associate did cuss at me over the phone …. Totally unacceptable how they willfully lie to cover up their tracks That Jeep has a major exhaust problem that will not pass any emissions tests for the state but they signed a document saying it was in emissions compliance I’ll be forwarding everything over to the Fl Department of Highway Administration and the Attorney General’s office. How they falsely documents to catch any sell they can… All I wanted was it fixed but I see they were only in it for the money not the customer. Also has major oil leak. Steering linkage problems and front brake problems.  The Jeep will sit at my house not driving it so the mileage will reflect the drive from dealership to my house and to work one time.   
  
  Sincerely,
  
  Rhett *****

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 29, 2023, we traded a paid off truck for a 2016 Maserati. On Thursday, May 30, 2023, the AC quit working on the vehicle. We were told to bring it back, which we did. We didn’t get the vehicle back until late on May 31, 2023. We were told they blew out the AC, changed the oil and put new tires on the car. We left the lot, got approximately 2 miles down the road and the vehicle just stopped running, The vehicle was towed to a repair shop where it sat for over 2 weeks. We were told that a diagnostic would be run. On Wednesday, April 5, 2023, we were told it’s our problem and we can deal with it. They then said we’d split the cost of the diagnostic. Fast forward to today, April 11th, I had to call around town because they kept saying it was going to another dealership for the diagnostic. After not hearing from the dealership, I called around until I found the vehicle. The diagnostic had been run and the mechanic said the engine was blown. He further told me that he told Gary Smith Ford this. We went down to the dealership today to try to come up with a resolution. Again we were lied to and the manager, Rusty ********, yelled at me, told me they weren’t doing anything to help and to leave the dealership. I called the police because Rusty was extremely aggressive towards me to the point of scaring me.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Gary Smith Ford to let them know my transmission was leaking fluid because it is under warranty. It took 2 weeks after I called to get my car in on Feb 15 for them to tell me it would take another week for them to look at my car, so don’t know why I had to bring my car in to let it set there for a week & have to find a way to get to work. So the next week they called to let me know what was wrong & the warranty would cover it & had to order the parts. Had not heard anything back from them & they will not return my phone calls so my husband went there on Feb 27 & told them I needed my car that they could call when the parts came in & I would bring my car back. They did not like it & told him if he took my car I would lose my spot in line so he went & explained that I needed my car that I have been having to get rides to work as my car is just sitting there. The person & I can’t remember what my husband said her name was but told him I could get my car & they would call me when the parts came in & i could bring it back. I have called so many times & left so many messages & they will not return my calls or call & let me know what’s going on. I even called corporate office & there just as bad & told them I wanted to file a complaint 3 times & no one has even called me back about it. Today is March 14 & of course I called & was told again that the service manager Thomas would give me a call as they always say if someone does answer the phone & I left a voicemail for him when they transfer me to him because he never answers his phone or will he call me back. All I want is communication from them & I don’t think that’s to much to ask.

  Business response

  04/13/2023

  Hello,

  Ms. ********'s vehicle has been repaired and returned to her. The repair was not a warrantable repair, but due to the miscommunication and timing of the repair, we elected to repair it our expense without charging Ms. ********.
  

  Customer response

  04/22/2023

  
  Complaint: 19594914
  
  I am rejecting this response because: my car was under warranty as told by Gary Smith Ford when the lady called to let me know it was covered & it would be fixed under warranty . Nothing was ever discussed that it was not under warranty. They would have never fixed it if it wasn’t.  Gary Smith Ford  didn’t do anything & wouldn’t even call me back till I filed this complaint. I do have my car back finally & will never take it back there. Gary Smith Ford response is nothing but a lie. The worst customer service I’ve ever seen. 
  
  Sincerely,
  
  Leisa ********

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Late December/Early January I made an appointment to have three issues looked at. The appointment was on Mon, Feb 6th 2023. Wed (Feb 8) and Thurs (Feb 9) attempts to contact the service dept. for updates on my car failed. Finally on Fri (Feb 10) I spoke with someone who said the technician had just started on my car that day. (It had already been there four days) They said they would call me back. At 2:30pm that day I called again and was told the technician was at lunch and would call me back. (Never did) Monday (Feb 13) I called a couple of times and left a message once and my call was never returned. Tuesday (Feb 14) I called and asked to speak to the service manager. Not available. (Again not able to speak to anyone.) After an hour after my message to the service manager I received a call from a service rep to give me an update. They told me I had to pay X-amount for the work to be done when I (once again) pointed out the car was under warranty. (Had to wait for a call back) After a while they did call me back and confirmed the car and some of the work was covered by the warranty. In the midst of all this they also told me the battery did not pass one of their tests. They wanted almost $300 to replace the battery. There was no complaint on the battery. I told them No battery replacement. Did not contact them again until Friday (Feb 17) to get an update. After some phone tag I was told the evaporator core did not arrive until that morning so the car would not be ready until the following week. Tuesday (Feb 21) she said they were doing a leak check so it would not be ready until the next day. Wednesday (Feb 22) I was told they found a leak and had to order a part so it would not be ready until Thursday (Feb 23) Thursday (Feb 23) I attempted to contact the service manager and again just got his voicemail. Friday (Feb 24) around noon I was told the car was ready. Being without my car for three weeks plus $700.00 for a rental car is excessive.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Purchased a used vehicle and did not receive a second key fob. I did not notice this until I left with the car from the dealership. I contacted my salesman that day and was told I would receive the key fob once the previous owner was contacted and he would go get it. Never heard nothing from the salesman and it was elevated to the used sales manager. The manager told me he would replace the key fob one way or the other so I should not worry. After weeks of back and forth telling me I would get the fob, I was eventually told that it was not listed on the "we owe" portion of the sales paperwork. Fortunately I saved the back and forth text messages where the dealership told me it would be replaced. I want my key fob.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Dec 28th 2022 my 2016 Ford Fusion was taken to this business for repair work. Because a week prior on the 21st of Dec they had fixed a recall problem. It is now Jan 24th 2023 and there's been no work performed on my vehicle. I repeatedly called on Jan 2,3 4, and 5 finally got a response on Jan 6th 2023. On the 6th of Jan Joey the service dept representative, stated there was no problem, but then called me back 30 mins later. Through that conversation I was told it was an engine problem and it would be 8,600 starting price to repair. No question about a warranty was asked, when I mentioned it was under one the communication has continuously gone down hill. On Jan 9th I submitted warranty information and my car was inspected by an inspector from ******** and approved. I reached out Joey the representative on the 18th of Jan and was told he hadn't received an approval, that was not true. I spoke with 2 different warranty representative at ********* as well as a 3 way call, and I still got no response. So I spoke with the warranty rep about repair cost. Kyle stated it would only be 5,322.89 which is covered and not the 8,600 i was quoted by Joey. Therefore I reached out Joey a Gary Smith, he finally responded. Was told via phone call on the 18th that work woud start on Jan 23rd with parts that are in shop, so I called today Jan 24th and nothing has been done. My car sat for almost 2 weeks and has been there for a month now. No solid answer and avoided communication. I sent per upload my repeated phone call attempts as well as all communications with Joey the representative at Gary Smith Ford. My daughter who serves this country as an Airman uses my 2016 Fuison for work. I just want my car repaired and back on the road. Because currently I have no answers and will have to rent a car so she can use my vehicle for work. But no idea how and when it will be fixed. Thank you for your time.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a engine control module (E.C.M.) .For my 2014 Ford Flex or at least . That's what it was supposed to be. From their web site DiscountFordParts.com .On 11/13/2022. I entered all the information asked. I even entered the vin. number. To verify the part fit my car. The web site verified that it was the part I needed .So I ordered it. When the part arrived it was wrong. Not even close. I tried to call the number on the invoice . But I got there is no one at this extension and the mail box is full. So I sent them an email. It was Thanksgiving week.So I got a reply. That the boss was out . He would be back after the holiday .I didn't here back. So I emailed again . I was told he was looking in to it. This went on for a couple of weeks. Then I received an email saying .That they weren't going to refund my money or exchange the part. At first I didn't know. That DiscountFordParts.com was Gary Smith ford .Until I reached out to my credit card company for help. I found out that Gary Smith ford .Was who received the payment. I got there phone number . I contacted there parts manager . At first he told me. They weren't DiscountFordParts.com. So I told him that it was the name on my bill.I explained the problem to him. He told me . He would look in to it and get back to me. He didn't. So I gave it a couple of days. Than I called back. I was told that if I opened the box .I couldn't return it. When I ask how I was supposed .To know it was wrong without opening the box. I was told I should just know. I asked if one of there techs got it how would they know .With out opening the box. I was a mechanic for Friendly Ford in Las Vegas for ten years. I was given wrong parts. It happens.I was told .That it was the one I ordered so I'm stuck with it. The only reason I ordered it was. Because their system told me it was the right one. I was told I could sell it on Ebay. But when I told him .I didn't know what it fits.He told me to check with my local dealer .

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a used 2015 Dodge Ram 1500 eco diesel on July 15th 2022. We put down 7000.00 in cash. Approximately a week later we took the truck to dodge for standard software updates and throughly check the truck out as this is supposed to be my daughters replacement truck from being hit by a semi and we wanted to make sure she was safe. Dodge checked it out updated software and the truck gave the def shutdown warning. This the def was deleted prior to purchase which is illegal and illegal to sell the vehicle. We won't directly to Ford since we purchased an extended warranty protection. Ford made us wait the 30 days out only to find out that they couldn't fix so we took it back to dodge for repair under warranty so we thought. Then found out the warranty won't cover it. Warranty company actually said to cancel because they won't cover anything due to the def delete and after market parts installed. We then went back to ford to see if they would correct the problem by buying the truck back and the manager there denied that request and stated they wouldn't do anything. Now no one will let us trade or buy it because of the DEF delete, it's basically junk yard or auction material. Please help. All we want is the truck bought back or ford to fix it.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Contract dispute.07/21/22 bought new ford. I had 2 trade ins. one to look at that night and asked to bring other one the next day. I told sales guy that I do not have good information on second vehicle and that I only drove it once when taking to family member 2 years ago This included the milage. I repeatedly asked to come up with totals after they see second car. The deal got rushed through to finance dept. Due to the late hour and dealership had closed for the night. I told finance man that I wasn't happy with the numbers he said numbers were final for me and them and that it would go to mediation if I had any problems . The milage was left blank for second trade in on contract. I paid $1500. For leather upgrade. Next day they demand extra $2000. Because there was more milage on car than I guessed. I do not agree to pay this. Sales people have been verbally abusive car dealership sales manager will not set up my leather upgrade install " because I don't deserve it" because I was dishonest about milage of second car. Dealership general manager won't return calls and sales manager will not give me my paid for upgrade. I want to return new Ford and get a check for the total of my 2 trade ins due to breach of contract OR get what I paid for per the contract. The sales people are rude and nasty and have let the 30 day time limit for for the leather upgrade lapse I was told under the direction of the general manager to punish me for my dishonesty. No one has tried to resolve this problem, instead admonishing me for my lack of integrity I want to return vehicle and get check for the total of my trade ins. They think I was dishonest and now are breaking contract for my paid for upgrade.

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