ComplaintsforPalm Coast Ford

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on ******* my vehicle * pe*fectly g*e*t *unning c** **** fo*d focus ST with ******** miles *nd no issues w*s pl*ced in the*e c**e fo* m*inten*nce to *epl*ce the timing ch*in *nd the w*te* pump *ec*use I didn't w*nt the timing ch*in to sn*p *nd dest*oy my engine *nd *lso it h*d * Ev*p *nd compute* p*og**m *ec*ll th*t they would t*ke c**e off *t no ch**ge. when I went to pick it up upon completion of the *ep*i*s on ******* I w*s told *y the se*vice *dviso* ***** ***** th*t the c** h*d * check engine light code P**** *fte* the test *ide *y fo*d employee *nd the *dviso* s*id it w*s * lose wi*e. *s I pulled in my d*ivew*y the check engine light c*me on *g*in. I then p*oceeded to c*ll Fo*d *nd *dvise them *nd *etu*ned the next d*y *nd d*opped the c** **ck off. I w*s then *dvised it w*s * timing issue with the timing ch*in setting the CEL off. The Technici*n took the f*ont of the engine *p**t 4 times *ttempting to *eset the timing with neg*tive *esults *** ***** still coming on *fte* test *ide *y fo*d employee this went on fo* *lmost * month with me no c**. Du*ing *ll this they w*nted me to p*y fo* *n O2 senso* *nd fuel injecto*s $ 1740 doll**s *nd if th*t doesn't solve the p*o*lem then the fuel pump mo*e money th*t I would h*ve to p*y them to t*y *nd co**ect the issue th*t they c*used while unde* P*lm co*st fo*ds c**e. I went *nd *et*ieved my c** **ck f*om them with the *** ***** *nd told them I *m not *esponsi*le to p*y fo* p*o*lems th*t they c*used. The w*y I **ought the c** in is the w*y th*t I expect to get it **ck.

  

  Business response

  12/12/2023

  *** ******* o*igin*lly c*me into de*le*ship on 10/16/23 *equesting *epl*cement of timing ch*in *nd w*te* pump. *fte* p**ts we*e o*de*ed *nd ***ived custome* *etu*ned on 11/01/23 to h*ve wo*k completed *nd vehicle w*s *etu*ned to custome* on 11/0****. On ******** *** ******* *etu*ned with vehicle due to check engine light *eing on. *ll p*evious *epl*ced p**ts we*e tested. Technici*n did find VCT not *etu*ning *s it should *nd w*s *epl*ced *s se*vice p**ts w****nty pe* p*io* inst*ll*tion.&n*sp; *fte* *ep*i* w*s complete, vehicle w*s timed *g*in *nd *etested fo* codes.&n*sp; The P0717 code fo* * le*n condition w*s still coming on *nd *fte* testing found th*t 2 of the 4 fuel injecto*s we*e not pe*fo*ming *s they should *e.&n*sp; Le*n condition c*n *e c*used *y too much *i* o* not enough fuel. *dvised custome* th*t we would *ecommend to st**t with fuel injecto* *epl*cement, to which he s*id he would *ep*i* himself.&n*sp; The fuel injecto*s we*e not *emoved o* distu**ed du*ing the *ep*i* *equested *y *** *******. We did not di*gnose vehicle p*io* to light coming on.&n*sp;&n*sp;

  &n*sp;

  Customer response

  12/13/2023

  [<*>To *ssist us in **inging this m*tte* to * close, you must give us * *e*son why you **e *ejecting the *esponse. If no *e*son is *eceived you* compl*int will *e closed <*>*dminist**tively *esolved]

  &n*sp;Compl*int: ********

  I *m *ejecting this *esponse *ec*use:

  *eg**ds,

  **** *******

  &n*sp; O*viously who eve* w*ote the *e*utt*l fo* P*lm co*st Fo*d didn't do the*e homewo*k o* *e*d the compl*int *y me. Yes the vehicle w*s d*opped off on ******* * pe*fectly g*e*t *unning vehicle with no issues to h*ve the timing ch*in *nd the w*te* pump *epl*ced fo* m*inten*nce when I pick it up on ******* I w*s *dvised *y P*lm co*st *dviso* ***** ***** upon picking up the vehicle th*t the vehicle w*s th*owing * *** ***** le*n code&n*sp; unde* the c**e of Fo*d not P0717 *nd th*t the Technici*n s*id it w*s * loose wi*e *nd *eset the code. I then did * 5 min d*ive home pulled into my d*ivew*y *nd the CEL c*me on *g*in, I immedi*tely c*lled the *dviso* ***** ***** **out the CEL coming on *g*in *nd *etu*ned it *g*in the next mo*ning on 11/9/23&n*sp; not ******** to *ep*i* the CEL issue th*t p*lm co*st fo*d c*used. The vehicle W*SN'T *etu*ned on 11/9/23 fo* timing ch*in issues *ut fo* the *** ***** code then why w*s the f*ont of the vehicle t*ken *p**t 3 mo*e time when I *etu*ned it on 11/9/23&n*sp; t*ying to solve the issue of P**** code *djusting the timing ch*in . The vehicle w*sn't *etu*ned to me till 11/24/23 *nd they couldn't solve the p*o*lem th*t w*s c*used *y P*lm Co*st Fo*d. Then they w*nted to *epl*ce the o2 senso* $140 *nd then fuel injecto*s $1600 *nd m*y*e the fuel pump mo*e money th*t would h*ve to *e p*id *y me to solve this issue th*t w*s c*used unde* P*lm Co*st Fo*ds c**e. I w*s *eing t*ken *dv*nt*ge off *nd pulled the vehicle out *efusing to h*ve to p*y fo* issues th*t w*s c*used *y P*lm Co*st Fo*d.

  

  Business response

  01/25/2024

  I w*nted to follow up with you on *** *******.&n*sp; We did *espond to his issue on 12*******&n*sp; Spe*king with ou* Se*vice di*ecto* *nd the tech *ssigned to *** *******'s vehicle, the p*o*lem he is expe*iencing is not *el*ted to *ny wo*k th*t w*s done he*e *t P*lm Co*st Fo*d.&n*sp; I've *lso *tt*ched * p*int out f*om the *esponse th*t w*s sent in 12*******

  &n*sp;

  Ple*se let me know if I c*n *e of *ny fu*the*&n*sp;*ssist*nce.&n*sp;

  &n*sp;

  Th*nk you.&n*sp;

  &n*sp;

  *espectfully,

  &n*sp;

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

  &n*sp;

  Invento*y M*n*ge******** ******

  Customer response

  01/25/2024

  &n*sp; &n*sp;To whom it m*y conce*n,&n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp;&n*sp;

  &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; In *eg**ds to my compl*int with P*lm co*st Fo*d I don't *ccept the *nswe* f*om them o* the*e Technici*n. This issue with the check engine light w*s c*use *y them *nd while unde* the*e C**E, Possi*le c*uses Technici*n cont*min*ted the fuel when he *emoved the v*lve cove* *nd the high p*essu*e fuel pump to *epl*ce the timing ch*in o* m*y*e the w*y the Fo*d employee d*ove my vehicle *fte* the *ep*i*s we*e complete c*using the issue *nd th*t's why my d*ive c*m on the windshield w*s disconnected *nd th*t's why the technici*n h*d to&n*sp; t*ke the f*ont of my engine *p**t to wo*k on the timing ch*in 3 times *nd *epl*cing ***nd new p**ts o* possi*le t*ying to inc*e*se the *ill *nd w*nting to *epl*ce the O2 senso* fi*st then m*y*e the fuel injecto*s *nd then the fuel pump th*t's wh*t w*s s*id to me to solve the issue th*t w*s c*used *y them *nd while unde* the*e C**E. when will it stop m*y*e when they fo*ce me to pu*ch*se * new vehicle f*om them. * lette* w*s sent *y Don Yo*k the gene**l m*n*ge* of P*lm co*st Fo*d to pu*ch*se my vehicle *nd get me into diffe*ent c** mo*e money f*om me the t*usting custome*.&n*sp;

  Customer response

  01/26/2024

  &n*sp;To whom it m*y conce*n,&n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp;&n*sp;

  &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; In *eg**ds to my compl*int with P*lm co*st Fo*d I don't *ccept the *nswe* f*om them o* the*e Technici*n. This issue with the check engine light w*s c*use *y them *nd while unde* the*e C**E, Possi*le c*uses Technici*n cont*min*ted the fuel when he *emoved the v*lve cove* *nd the high p*essu*e fuel pump to *epl*ce the timing ch*in o* m*y*e the w*y the Fo*d employee d*ove my vehicle *fte* the *ep*i*s we*e complete c*using the issue *nd th*t's why my d*ive c*m on the windshield w*s disconnected *nd th*t's why the technici*n h*d to&n*sp; t*ke the f*ont of my engine *p**t to wo*k on the timing ch*in 3 times *nd *epl*cing ***nd new p**ts o* possi*le t*ying to inc*e*se the *ill *nd w*nting to *epl*ce the O2 senso* fi*st then m*y*e the fuel injecto*s *nd then the fuel pump th*t's wh*t w*s s*id to me to solve the issue th*t w*s c*used *y them *nd while unde* the*e C**E. when will it stop m*y*e when they fo*ce me to pu*ch*se * new vehicle f*om them. * lette* w*s sent *y Don Yo*k the gene**l m*n*ge* of P*lm co*st Fo*d to pu*ch*se my vehicle *nd get me into diffe*ent c** mo*e money f*om me the t*usting custome*.&n*sp;

  Customer response

  01/26/2024

  [<*>To *ssist us in **inging this m*tte* to * close, you must give us * *e*son why you **e *ejecting the *esponse. If no *e*son is *eceived you* compl*int will *e closed <*>*dminist**tively *esolved]

  &n*sp;Compl*int: ********

  I *m *ejecting this *esponse *ec*use:

  &n*sp;To whom it m*y conce*n,&n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp;&n*sp;

  &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; &n*sp; In *eg**ds to my compl*int with P*lm co*st Fo*d I don't *ccept the *nswe* f*om them o* the*e Technici*n. This issue with the check engine light w*s c*use *y them *nd while unde* the*e C**E, Possi*le c*uses Technici*n cont*min*ted the fuel when he *emoved the v*lve cove* *nd the high p*essu*e fuel pump to *epl*ce the timing ch*in o* m*y*e the w*y the Fo*d employee d*ove my vehicle *fte* the *ep*i*s we*e complete c*using the issue *nd th*t's why my d*ive c*m on the windshield w*s disconnected *nd th*t's why the technici*n h*d to&n*sp; t*ke the f*ont of my engine *p**t to wo*k on the timing ch*in 3 times *nd *epl*cing ***nd new p**ts o* possi*le t*ying to inc*e*se the *ill *nd w*nting to *epl*ce the O2 senso* fi*st then m*y*e the fuel injecto*s *nd then the fuel pump th*t's wh*t w*s s*id to me to solve the issue th*t w*s c*used *y them *nd while unde* the*e C**E. when will it stop m*y*e when they fo*ce me to pu*ch*se * new vehicle f*om them. * lette* w*s sent *y Don Yo*k the gene**l m*n*ge* of P*lm co*st Fo*d to pu*ch*se my vehicle *nd get me into diffe*ent c** mo*e money f*om me the t*usting custome*.&n*sp;

  *eg**ds,

  **** *******

  

  Business response

  01/26/2024

  We completed the wo*k th*t w*s *equested *y *** *******. The vehicle w*s inspected *g*in *fte* he c*lled us **ck with the conce*n *nd the issue the vehicle is h*ving is not *el*ted to *ny *ep*i* th*t w*s done he*e *t P*lm Co*st Fo*d. This is the fi*st time the vehicle h*d eve* *een to P*lm Co*st Fo*d. It h*s ove* 197k&n*sp; miles on it *nd we h*ve no se*vice histo*y on the vehicle.&n*sp;

  Customer response

  01/28/2024

  [<*>To *ssist us in **inging this m*tte* to * close, you must give us * *e*son why you **e *ejecting the *esponse. If no *e*son is *eceived you* compl*int will *e closed <*>*dminist**tively *esolved]

  &n*sp;Compl*int: ********

  I *m *ejecting this *esponse *ec*use:

  *eg**ds,

  **** *******

  Customer response

  01/28/2024

  My vehicle w*s pu*ch*sed *nd m*int*ined *t *nd *y G**y Yeom*ns Fo*d my mist*ke w*s not *e*ding the *eviews on P*lm Co*st Fo*d *efo*e I **ought my g*e*t *unning well m*int*ined vehicle to P*lm Co*st Fo*d I *m ve*y p*oud of my vehicle *nd th*t it h*s 197, 000 miles *t time of se*vice *nd still *unning g*e*t *nd st*ong *nd *ll highw*y miles, my vehicle w*s unde* Fo*ds c**e *t the time not giving me some sto*y th*t the check engine light c*me on when on * test *ide *nd it w*s * loss wi*e *nd just h*d the mech*nic *eset the CEL *nd send me on my w*y like nothing h*ppened *nd w*sn't c*used *y them. Now P*lm Co*st Fo*d is *efusing to *dmit the condition w*s c*e*ted o* h*ppened when they h*d possession of my vehicle. *g*in c*uses Mech*nic cont*min*ted fuel when *emoving HPFP **using the vehicle du*ing the test d*ive *fte* the completion d*sh c*m w*s disconnected o* just w*nting to **ise the p*ice of wo*k *nd *epl*ce p**ts so the custome* would get fed up *nd pu*ch*se * new vehicle.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put a $100 hold on a Bronco 2.5 years ago when it was first announced they were coming back out. I know that Broncos were a hot item as they were way behind production with covid. But that is leveling out now. It took months to figure out if the dealer processed out reservation to an order. There was a lot of grey area in this transaction because Ford corporate & the dealer were on a different page. Once we got to the bottom of that, the Broncos were going above MSRP, but not for people that already had orders in. More than one person was in the room when I was told I'd be price protected. The managers didn't honor that & added the $5000 into the sales agreement at the last minute. I was advised that I could not transfer my order to another dealership, nor could I cancel my order at Palm Coast Ford & place it at another dealership because Ford was no longer taking new orders. When they added the $5000 "market adjustment" I was advised that was the only way to process the order into production after waiting 2 years. However, the sales person said not to worry because he was going to talk to management about it, because he knew what they told me about the price protection. Also, the wait time on Broncos was getting better & we thought by the time mine delivered, the market adjustment would basically be history. Which is true for many dealerships. I spoke to three different dealers that said they never add market adjustments to existing orders. So, I think they just did this to me so they could sell it to someone else for more. *****, the manager, told me the day I did the build sheet that he didn't want to sell it to me because he knew it would be a bad review. It was after that he added the market adjustment. I have found other dealers that will sell to me at MSRP when they get one in that doesn't have a name on it. It won't be exactly what I ordered after waiting 2.5 years, but at least I won't be giving money to the crooks at Palm Coast Ford.

  Customer response

  03/29/2023

  February 27, 2023 when the ****** delivered they informed me that they were adding on the $5000.00 and they gave no clarification to the price protected amount. 

  

  Business response

  03/30/2023

  In regards to the ****** reservation/ order.  We spoke with *** ****** in the beginning of May 2021 at which time he indicated he would like for us to convert his reservation to an order. Unfortunately there was a supply issue with the top he had selected at the time of build, without changing tops, his would not be built. When we called to discuss changing the tops, he wasn't sure what he wanted to do  and stated he would get back to us.  We tried to reach out again after not hearing back from *** ****** but he was in the hospital.  On 11/01/01 ***  ****** spoke to one of our salesmen and stated he was no longer interested.  We didn't hear from *** ****** again until 08/18/22 at which time he called in wanting to know if his reservation had been converted and if he was able to switch dealerships.  He was informed that the reservation had been converted, but we were still able to build it to his specifications and that Ford had changed the policy and customers were no longer allowed to change dealerships. 

  *** **** came into the dealership to discuss moving forward with the order, and at that time the $5000 market adjustment and the price protection were both discussed.  Any incentives that may be available would not be known until the vehicle was built.The order for *** ****** was price protected from Ford, but we would not know what the amount would be for until the vehicle was built and had an invoice. There was also a $3600 incentive that would have been available. The price protection and market adjustment are two separate things. Their order was always price protected from the difference of the original price and the price at the time of production. I've attached a copy of the signed buyers order notating the $5000 market adjustment and that they were aware before the order was submitted to Ford.  There was actually a delay in getting the build sheet signed because they were unhappy with the market adjustment. The price protection amount would still need to be determined after the invoice was produced as that amount comes from Ford directly.  

  We are sending a refund check in the amount of $100 out to *** ****** today as the ability to refund it online isn't an option.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I co signed to buy my son a 2020 **** ******** brand new. He is my only child , we made this purchase for peace of mind as my son is on the road a lot. It has turned into a nightmare. At the end of November his vehicle left him stranded in an isolated location. I had to pay for a special tow (d/t the make of the vehicle). Right away without knowing anything about what is going on with the vehicle I am pretty much told the only way the lifetime warranty works is if you do every little thing the manual tells you to do. ( There is nothing the vehicle calls for except for oil changes at this time, first tune up is at 100,000 miles). So pretty much let me know the warranty is a scam. I go on to tell them warranty or not his timing belt is gone which caused major problems d/t oil pump being with the timing belt. This is a defect . Nothing my son or I could do or not do to prevent this. Service manager agrees with me and says he will get it taken care of but it is on me to get the vehicle to them. I pay the 420 (I am an hour from dealership) to get it towed to them. Two days later we get a call " the whole engine just needs to be replaced, we will get right on it but we have to wait for the manager to sign the good faith (?) Papers first and he is out today". Great. Days later we get asked for service papers. All there is are oil changes ( more than needs to be because I made him get oil changes early if he was going long distance from me) and new tires. Still good. Two weeks later , yesterday afternoon, they call my son to tell him they can't help him with those service records. I am beyond tired of this. I don't want to nor have the time to take this to court if I can get around it. I am a nurse, being short staffed, I am always working. My son has lost his job over this. Me and his dad are now paying for everything. This is not right. I need help please.

  

  Business response

  01/04/2023

  Hello, after looking at the records we have on file and the receipts that customer provided to us, there were several gaps between oil changes.  We recommend every 5000 or 6 months. Which ever comes first.  **** also has service recommendations that would have needed to be performed at certain intervals, that were not. . Copy attached.There is also a record of declined service, for one of the required services to keep warranty in effect. 

  The cabin filter should have been replaced 3 times and the engine air filter twice. I don't have a record of that being completed. 

  Attached you will see copies of oil change records

  02/28/20   20 miles new car inspection

  12/29/20 13,504 miles (1384 mileage difference)

  03/10/21 18,413 miles (only 4909 mileage difference)

  08/21/21 29,000 miles (10,587 mileage difference)

  12/18/21 41,543 miles (12,543 mileage difference)

  *11/16/21-22 This one is hard to tell what year it is, they wrote over the date but either way the mileage was at 45,762 (4219 mileage difference)

  1/16/22 49,182 miles (3420 mileage difference)

  09/09/22 66,784 miles (17,602 mileage difference)

  08/11/2022 The other shop has the mileage listed as 12. It was 20 when purchased brand new 2 years prior.

   

  Customer states there is a defect wit the timing belt and oil pump. Service manager did suggest the customer reach out to **** Customer service to see if they could offer any assistance but as of yet, we have not heard from **** regarding this customer.  All documents we received from customer and service history with us are attached. Also attached is the services the customer declined,the recommendations from **** and the maintenance requirements for the Lifetime Limited Power Train Warranty.

   

  Customer response

  01/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: these miles btwn oil intervals are not true! The refused filter changes are not true! The tires not changed is not true! They asked for the oil changes since at **** dealership. We refused to pay outrages cost to change simple cabin and engine filters. If they took the time to actually look at the vehicle they have had for weeks they would see neither of those filters are original! They would see those are not the tires that came with the vehicle. I have bought a full set of brand new  tires( enclosing receipt) and recently have purchased another set as it is time. Purchased the second set of tires as an early Christmas present for my son just about a month ago. The front two are brand new, the back two were supposed to be exchanged the week the vehicle broke down and therefore, ******* refunded the cost of those two tires. The oil changes are even more than what was sent. I had him get early oil changes whenever he was going away long distance for a couple of days away from me. I need to go  get those records, however what he has on hand should be sufficient. 

  This warranty is a gimmick. From the day he broke down, dealership not seeing the vehicle or knowing what is wrong with it, just a phone call that he is on the side of the road, warranty was dismissed! I was told I didn't purchase any extended warranties. Why would I need to when I supposedly purchased a vehicle with a lifetime power train warranty? The representative, " well for that warranty to be effective you would have had to of done every little thing the manual calls for or recommends". How would you know if I did or didn't , you haven't even looked up or seen the vehicle yet? Representative," it's almost impossible". I realized then it was an obvious gimmick. I follow this dealership's social media. They are constantly posting pictures announcing these people purchasing a brand new vehicle with lifetime warranty. I would be interested to have a discovery done on service departments account records. How many of those invoices are covered by the " dream come true lifetime power train warranty"? I'm willing to bet not many. 

  After initial dismissal of warranty, I call wanting corporates #. ****, service manager, states he will take care of it but I need to pay for the vehicle to get to the dealership ( so now I think I don't have to call corporate). A few days later we get a call, " the engine just needs to be replaced". They are  just waiting for supervisor to sign off on some paperwork. Weeks later we get a call that they just aren't going to help! This service dpt manager initially said I could call and ask for him directly. More lies! He hasn't been available since that day. Scandalous. 

  When purchasing the vehicle, they knew I only had one child and very worried about him on the road. They sold me this peace of mind nonsense. Not only will he have a lifetime warranty, but if he breaks down they will put him in a loaner vehicle. So if he is hours away from me I won't have to stress at all. Even more lies! Now we are told, oh no the loaner only applies when we are actually servicing the vehicle, if they don't start working on a vehicle for two or three weeks, oh well, that time doesn't mean anything! Frustrating is an understatement. 

  Warranty or no warranty, I purchased a vehicle that failed prematurely. The vehicle should not have jumped timing at the current miles. The manual doesn't show anything of the timing belt until over 100,000 miles. There is nothing we could have done or not done to prevent this from happening prematurely. They sold me a product that didn't do what it is supposed to do, and now don't want to make things right with the customer.

  (I ran out of options for attachments to this email)

  Regards,

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

  

  Business response

  01/09/2023

  Some of the copies attached are not legible. I can't read date, mileage or even VIN #.  And yes, we did see the 08/11/22 date with the mileage of 12. We didn't fail to see anything.  We are going off of the records that were provided to us, by you. One looks like it was 21 marked out to 22.  We have no way of knowing the actual mileage when ******** made the mistake. 

  There is still no proof of oil change every 5000 miles and no record of the cabin air filter being replaced at 20k miles. the engine filter being replaced at 30k miles, cabin air filter again at 40k and both engine and air filters being replaced at 60k. Do you have copies of that somewhere? Additionally we would need receipts for oil changes done between 02/28/20-12/29/20 mileage from 20 to 13,504, 3/10/21-08/28/21 mileage from 18,413-29,000,08/28/21-12/18/21 mileage from 29,000-41,543,01/16//-09/09/22 mileage from 49,182-66,784. 

  Once we have the records of those services being completed, on time with ****'s recommendations  we can take a look at it. Otherwise, we would still suggesst the customer reach out to **** Customer Service to see if there is any assistance they can offer. 

  Unfortunately with the information that we have, the services were not maintained so that would void the warranty.  If you have any additional documents for us to review, we would be more than happy to do so. 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for a routine oil change on Saturday 11/13/2021 at 12:00pm. They finished my car and I was out in a few hours, they explained to me that my filter would need to be changed on the next oil change and the Tire Pressure Monitor System had to be taken back to Chevy to be taken care of. They stated everything was running properly so I left. Sunday morning the car was acting weird and vibrating but I figured that was because it was really cold out. Monday morning I went to leave and my car would not start. Had it towed to a local mechanic shop and they told me that it was throwing engine codes stating that the motor failed internally. I have been in contact with Ford and let them know what the situation was. They stated they sent a Manager over to look at the car and said "there was oil in it so the oil was changed". Never spoke the the mechanics that worked on the car. They then contact me again and asked me what the mechanic said caused the failure. Until the motor is take apart there is no way to know what or why it failed. Ford wanted me to pay for it to be towed from the mechanics shop to the Ford dealership for them to "look at it". I should not have to pay for it to be towed. The car was in perfect working order before it went in and now the car does not run and /it needs a new engine. I have contacted Ford twice on 11/17/2021 and never got a response. I am having to rent a car right now until this is taken care of. I would expect to have Ford do the right thing because I would hate to have to get an attorney involved in the matter. I was also told that not all of the mechanics are ASE Certified. Side note: They contacted me on Sunday to try to "buy back" my car. When I told them I did not want to get rid of the car, they told me "ok but if I changed my mind to contact them". It just see** very odd that they were pushing to buy my car back and all of a sudden it does not want to run anymore.

  

  Business response

  11/18/2021

  **.******* contacted us a few days following an oil change asking about an engine sensor failing. **. ******* stated she was going to repair her vehicle.  She then later said she was going to take it to her mechanic because she was unable to repair her vehicle. Once her vehicle was at her mechanic, she sent a message saying it needed an engine replacement due to an internal failure and felt it was related to the oil change. We sent our Service Lane Manager to her mechanic; they checked the oil level and condition it was found clean and full. The mechanic cranked the engine over and it sounded like it was out of time.  The engine failure has not been determined at this time. **. ******* was advised that we could inspect and diagnose the concern and she declined. If the vehicle was found to be due to our negligence, we would not charge **. ******* for the tow to our shop. The vehicle is a 2015 Chevrolet Equinox with 140,938 miles.ell us why here...

  

  Business response

  11/18/2021

  **. *******,
  We have responded via text since that is how you reached out to us. You did not respond to our text on the 16th until the 17th and then opened the BBB case which is where we are communicating now on BBB. The diagnosis and/or inspection is incomplete and does not tell you what has failed in your engine. If your engine failed due to our negligence we would make the necessary repair. The engine will most likely need to have the cover or pan removed to determine the failure. I cannot say what may have caused a internal failure without seeing the components affected. I can see GM has issued two bulletins for concerns with the timing chain. I think the next steps would have to be for the engine failure to be determined and see if this relates to a part failure or damaged part due to the oil change.

  We would be happy to schedule a call with you or a convenient time for you to come in and see if we can come up with a resolution for you. 

  Customer response

  11/19/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Yes, I reached out via text message because that is how I was contacted for my services. I would expect a manager to actually call and want to speak to me about the issue and not have an advisor trying to handle the situation. Yes, I did respond on the 17th but it was at 6:17 a.m. only because I do have a job and I also have kids that I have to take care of . I never got a response from that so I texted again at 12:04pm when I was on my lunch break to find out who I needed to actually talk to in order to try and have this resolved. Again, I never got a response from anyone. So at that time I did contact the BBB to hopefully help get this resolved. I would also say that if you knew that there was an issue with GM and the crankshaft (which I am sure you get those all the time) then I should have been notified of this problem at the time of my oil change. Then I could have know about this issue and had it either taken care of by Ford, or by GM, or by a local mechanic. But again that was not mentioned at the time of services either. 

  Regards,

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

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