ComplaintsforPines Ford Lincoln

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** asked for a down payment in a consumer credit transaction. I was told i was approved then asked for $5000 witch is in violation of 15 U.S. Code 1605 - Determination of finance charge (a)Finance charge defined Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third party closing agents (including settlement agents, attorneys, and escrow and title companies) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges. Examples of charges which are included in the finance charge include any of the following types of charges which are applicable:(1)Interest, time price differential, and any amount payable under a point, discount, or other system or additional charges.(2)Service or carrying charge.(3)Loan fee, finders fee, or similar charge.(4)Fee for an investigation or credit report.(5)Premium or other charge for any guarantee or insurance protecting the creditor against the obligors default or other credit loss.(6)Borrower-paid mortgage broker fees, including fees paid directly to the broker or the lender (for delivery to the broker) whether such fees are paid in cash or financed.

  Business response

  08/28/2024

  Pines Ford Lincoln has reviewed ************** Complaint and reviewed his vehicle purchase transaction.  His statement of the problem states that Pines Ford Lincoln violated 15 U.S.C. 1605.  A review of the vehicle purchase transaction concludes that 15 U.S.C. 1605 was not violated.  ************** desired to purchase the vehicle and to obtain a bank loan to pay for the vehicle purchase.  The bank required ************** to put $5,000 down in order for the bank to provide his loan and ************** agreed to the banks loan terms.
  

  Pines Ford Lincoln does not understand ************** Desired Settlement of Finish the Job. 
  

  Pines Ford Lincoln acted in good faith and ************** vehicle purchase transaction was completed pursuant to the terms he agreed to.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my car with them for almost 3 months to get repaired after a collision. Whether the incompetence stems from them or the insurance company Im still trying to figure out. They told me next week, for the last month and a half. This is completely unacceptable. They then blamed a decal and a for light for taking this long. I did my own research and found multiple sources to be able to procure these items within a week.

  Business response

  06/27/2024

  ************** was involved in a collision on 4/10/2024. Progressive Insurance came out to do their inspection, and we received the estimate on 4/17/2024, for the amount of $6167.12. This estimate was converted to our system and parts ordered. We started receiving parts on April 19, 23, and May 1. With decals on backorder until July 9. After disassembly a first supplement was requested for an additional $3583.39, for hidden damage. More parts were ordered arriving through May and June. As repairs proceeded and we neared completion a second to final supplement was completed by Progressive for the additional amount of $1176.16. When ************** had dropped of his vehicle I expressed to him that there will be delays due to parts and the estimatics process. He stated he understood. Any time ************** called we did keep him informed throughout the repair process. When ************** picked up 6/11/2024 his head lamp had a malfunction to which we put him in a rental to correct the issue. The issue was a wiring issue and was resolved the following morning at no charge to Progressive or the customer. As an additional service we sent vehicle to service for recalls that the vehicle had from ****. When it was completed on 6/13, i called left a voice message to pick up vehicle. He did not return the vehicle until 6/17. We are still pending the decals and hub caps due to arrive in July. At no time has Pines Ford denied or rejected any kind of service to **************. We have no control over part availability or Progressive Procedures for estimates and supplements. ************** was given a choice to drive vehicle while we wait for decals and cap or leave the vehicle. He chose to drive his vehicle. The final bill at time of pick up was $10,826.97, but there is still a pending supplement for the hub cap from Progressive. ************** is currently driving the vehicle pending those items. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/24,at 7:40 a.m., my girlfriend took my 2017 **** mustang to ******** Pines ford dealership for an oil change. She gave the employee the key fob for the car with the back piece of fob missing because the night before my car battery died and needed to get access to spare key which is inside the key fob and I misplaced the back piece, but later found it. everything else on key fob was still in tact. upon receiving my car, my girlfriend's brother picked up the car for me from the dealership. and he brought to my attention that the key fob was completely broken with tape around it. it was to late for me to call the service ***** cause they were closed by the time I got off work. so I called them 3/15/24 at 8 a.m. and spoke to a employee named *****. I advised him that I just got an oil change and upon getting the car back, they gave my girlfriend's brother a broken key fob with tape around it.He then got defensive and stated "the key fob had no back cover" I tried to explain to him about how I had misplaced it but found it; but I didn't give the dealership the key fob broken. he just kept repeating the same thing over and over. I asked to speak to management and he transferred me to an employee named ****. He got on the phone and stated " the key fob came. broken" I told him it was not broken. The back piece of fob is at home. After going back and forth with him and getting nowhere, I asked how could they resolve this matter, he stated he could get me a new fob and program it for $200. I advised him that was unacceptable, I did not give it to you broken, why should I have to pay. after getting nowhere with him I ended the call. This is not the first run in with **** of ******** Pines. A few months prior I went through a similar situation with a recall on my vehicle, in which when I got my car back , the trunk wouldn't open. They swore to me it was like that when the car was dropped off to the dealership. I also disputed that considering I had my belongings in the trunk. but they stated otherwise. I am tired of dealing with ***** companies who try to create a bill on the expense of customers.

  Business response

  04/10/2024

  We have recached out to the customer and replaced the key housing that was damaged. 

• Initial Complaint

  02/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint regarding my recent experience with Pines Lincoln **** in Pembroke Pines. On January 2, 2024, I visited the dealership after seeing an advertisement on CarMax for a 2020 ****** Altima priced everything included for $18,700. Upon arrival, I was assisted by a salesman named *********************, who quoted me a price of $18,700, the same as advertised. ************ assured me that this price included everything, including **************, that the whole package was $18,700 and even wrote it down on a business card. I know there are delivery fees in talking about the price given after negotiating the extras. However, during the purchasing process, I encountered several issues. As a person with a disability recognized by Social Security, I experienced difficulty staying awake due to my condition while at the dealership. I had every intention to buy the car I liked. It was never a issue.Despite this, I was repeatedly awakened and asked to sign various forms without fully understanding or consenting to their contents. As a result, I unknowingly signed contracts that included additional warranties (tire warranty, auto warranty, and gap insurance) on the financing, resulting in unnecessary charges. The final sales contract presented to me showed a total price of $20,020 for the car $1,320 more than originally agreed upon.I dont remenber seeing this price they just had me sign as incoherent as I was that evening . I strongly believe that the dealership's finance manager, ***************************, was deceptive and took advantage of my vulnerable state. I attempted to resolve these issues on January 4, 2024, When I returned to the dealership. ****************** told me and I quote There is nothing I can do the bank owns the car now. I said as you know I was not in any shape to sign anything last night and he said No one put a gun to your head to make you sign the contracts. Each time we woke you up, you knew what you were signing they knew I was sick.

  Business response

  03/11/2024

  Hello ********************, we take pride in giving the best possible service and experience to our clients and take your allegations very seriously.  We did review them carefully after your initial complaint in the beginning of January. We are a serious franchise establishment and do not coerce anyone into purchasing or servicing a vehicle from us.  That type of behavior would never be tolerated here.  Our finding show that you drove to our dealership by yourself with an intent on buying a vehicle from us that you liked, traded in your vehicle, called your personal bank to authorize a debit transaction, and moved most of the items from your old car into the new car,etc.  This clearly shows an intention from you to purchase the vehicle.  We also reviewed all the finance documentation and saw that you signed all the forms (which are several).  After you notified us of your complaint you were offered to have all your finance warranties you purchased cancelled for reimbursement.  You had elected not to do so but we can still assist you in cancelling those products.  We will have someone contacting you to schedule a time for you to come into the dealership to cancel any of the finance products you would like to cancel.  Some, or all of these products may not be able to be purchased at a later time should you change your mind again. You can still keep the 2 years of free oil changes that we gave you.  Best Regards

  Business response

  03/21/2024

  We reached out to ******************** on March 11th and made an appointment for him for March 12th to speak with our Finance Director to cancel any financial product that was purchased.  He arrived at his appointment and chose to cancel all the finance products he had purchased.  The cancellations were processed for him same day on March 12th.  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car went in on January 2, 2024 for two recall notices (tailgate unintended open/windshield motor) and two warranty repairs (computer monitor blacking out while driving/taillight out) needed. While working on one of the recall notice issues, the service technician damaged the ground wires and notified me by phone call that the vehicle is not turning on or moving due to the damage caused by the technician error. They advised me that they would need to keep the car for a few more days because they needed to order a new harness which would come from *********. A few hours after that phone call they called me and said, "nevermind, the car is fixed, you can come pick it up." So, I asked them to make sure to notate in the paperwork exactly what they damaged and how they fixed it. The service rep *********************** said, "no, we can't write that because it's nothing out of the ordinary." To which I said, "my car not turning on or moving is quite 'out of the ordinary' if you ask me. Especially, when I did not bring it to you with that problem in the first place." So, when I went to the dealership to pick up the car they still did not want to notate the issue in the documents. I spoke with a manager who finally updated the paperwork as needed. We got the car back and AC was not working so we left it for them to fix. They 'fixed' it again and then wires were hanging out from the bottom of the truck by the shaft so we took it back a 3rd time. They 'fixed' the card and when we got it back again the wires snapped, got tangled in the drive shaft, caused the car to shake viciously as we were getting on the highway with our baby and parents in the car almost causing an accident. The dealership towed the car in for the 4th repair attempt. We got it back and took it in again for the 5th time for the computer monitor issue. We are still dealing with the computer monitor issue. They had our vehicle in and out of the shop from 1/2/24 until 2/18/24 and STILL having issues with the car.

  Business response

  03/08/2024

  We are sincerely sorry for the issues The Espinozas had with their vehicle. The recall that had the wiring issue was re-done and there was a separate intermittent issue with their radio. We believe that is also corrected at this time. On their behalf we reached out to ****************** and they good willed the Espinozas an extended warranty for the issues they had. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEY STOLE OUR EXPLORER ST from Pines Ford in Pembroke Pines as it was being serviced under **** factory warranty. **** directed me to pines ford and made the appointment for me. After seven days without a rental car they finish the vehicle but did not notify me it was completed. This was Monday the day of the theft. I asked my service writer about the status and he never responded. No one else called me. THEY parked it outside their garage area and they have video camera footage of someone walking up to our vehicle talking on the phone to someone and looking all around until they saw our Explorer, then getting right in and driving away as if they had a key. They did! We have proof that a third Administration key was created and thats how they took it. Very suspicious. How would they know that vehicle was drivable? So if its in a **** service area parked, how do they know that it was ready to drive and didnt have an engine problem or transmission problem or some unsafe condition preventing it from being driven? They yanked the *** wires so it was deactivated EVEN BEFORE this guy showed up and drove it away! The police found it in Miramar. They stripped parts off of it and they dropped it off in a parking lot in a hotel. The body was fine. The interior looks good, but they stole about $10,000 worth of parts / damage. So the point here is they steal the car when its in service and in the dealer charge the dealer will not except any responsibility at all. In fact, I was at work, and they refused to call the police. They refused to lift a finger to do anything to help me other than give the video to the police. The service manager was very cold and rude over the phone and they did not care. I told him I was at work and I asked them to call the police and file a report for me. They told me I had to do it and it wasnt there first rodeo. They told me to file an insurance claim, they refused to file an insurance claim on my behalf. Unprofessional

  Business response

  09/19/2023

  This incident involves theft and although we make all reasonable efforts to prevent this, crime will still happen. We are working with the insurance companies and assisting the police fully. We have spoken to the consumer and have attempted to address his concerns. We have reviewed hours of video footage and provided the police what we have found. We have offered to reimburse the customer for his deprecation or take his vehicle in on trade. This is still an active investigation so no further comments will be made. 

• Initial Complaint

  04/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We would like to file our formal complaint against Pines Ford in ******* regarding the purchase of our 2022 **** Explorer. We purchased this vehicle in March of 2022. At that time, there were several items that were damaged on the new vehicle from ****. All damages were reported to the sales representative *********************** and his Sales Manager on the date of sale and through multiple emails, phone calls, and text messages over the following days after the purchase of this vehicle. We were told that all damages would be repaired and replaced on our brand new vehicle verbally over the phone, through text messages, emails, and also listed on a "We Owe You" document from the dealership on the date of sale. We have made several attempts to accomplish these repairs with the dealership and have not had a response resulting in our "We Owe You" document ultimately expiring due to their lack of response at Pines Ford. I have attached screenshots of text message interactions with our sales representative, ****, documenting he received the attached images with our requests for repairs. In his response he indicated his sales manager has all of the documented damages and would be working with **** directly to get these repaired. Following this text confirmation from **** we never heard back at all despite multiple texts to follow up, emails, and phone messages for him or his manager. We have recently learned that **** (our sales representative) is no longer with Pines Ford and the Sales Manager has not returned our phone calls despite several messages over the past year. We would like these matters resolved as soon as possible as we are going on one year from the date of purchase and are very dissatisfied as returning **** customers. Please see attachments to support our claim. I look forward to hearing Pines Ford and the corporate office soon to resolve this matter. We are seeking all previously promised repairs/ restitution from Pines Ford!

  Business response

  04/27/2023

  We will address the multiple patently false statements made in her assertion that our dealership is not willing to fix or repair items brought to our attention on delivery. In fact, we issued a typewritten we owe to address the items. Per our multiple emails to ***** we are willing to repair items promised on the typed portion of the we owe. We will not address any handwritten portion in which Quote states Speak about the seat, ding on quarter. The first time I have seen this we owe with the additional handwritten portion was recently. Truly in fact Speak cannot be construed as owing or a promise. Customer also asserted that no one returned her repeated calls that statement is self-serving. I personally did not receive multiple calls from **** we are able to track calls, this is another patently false accusation. I have indicated in writing that we are still willing to do everything promised at time of delivery which was in a typewritten memo titled WE OWE we will have our professionals look at any and all items which may be factory defective and attempt on Keris behalf claim them.

  I trust this will shed some clarity.

  Thank you

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

  New Car Sales Manager.

  Customer response

  05/09/2023

   
  Complaint: 19941224
  
  I am rejecting this response because:

  Good Evening,

  
  

  We had an open complaint against the Pines Ford Dealership and this compliant is not resolved, yet it was closed. I would like it reopened please as our concerns have still not been addressed by the dealership. We would like the opportunity to respond to the sales manager's last response which was not helpful, but insulting and did not resolve our concerns. In addition, the sales manager has lied and has not tried to repair anything on the car he referenced. In fact, he is still not responding to our follow-up emails to attempt to get this resolved. Please reopen this complaint for me so that I can respond and hopefully get this matter resolved. Thank you!

  
  
  
  Sincerely,
  
  ******************************

  Business response

  06/01/2023

  The customer purchased the vehicle in March **************************************************************** April 2023 with no apparent record of any type of communication regarding this matter, oral or written.  That is one full year and a month of no activity of any kind on this subject.

  Normally, anyone with this type of issue would address this matter in a timely fashion.  A lot can happen to any driven vehicle in a years time.

  In any event, our Dealership will honor the original We Owe document issued at the time of purchase.  Any other items added to this We Owe document will not be taken into consideration.

  If ******************* ***** wishes to follow-up her original We Owe document request, in a reasonable and amicable fashion, our Dealership will be glad to assist her.

  Any other action, legal or otherwise, by the customer, will also be entertained to fruition.

   

  Yours truly,

  

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon,My name is ***************************** and I own a 2018 **** Edge (VIN: *****************). My family (*******************************) has been buying ****s for over 20 years (used to be located on 441), so I never hesitated to purchase my FIRST car from ****. A few weeks ago my check engine light came on. I was without a vechile for a week, waiting for a diagnosis. I was told coolant was leaking into my engine (p0302) and I need to pay *****. I'm unable to pay. I asked for assistance and I was denied. So through seeking legal help I was made aware of TSB 19-2346. I was instructed to ask under this TSB can my Edge be repaired? Please reply. Thank you!

  Business response

  04/12/2023

  Good Morning,

   

  Im sorry to hear about your issue. It is my understanding that your vehicle is out of warranty and that your service ***** has already requested assistance from ****. I can see that **** declined your request for assistance. There is unfortunately nothing we can do in this instance. You have never been to this dealer for service before and warranty decisions like this come from ******************* not the dealership. I wish I had something better to relay to you.

   

  Have you tried to reach out to ****************** directly? ************ Perhaps you can explain your situation to them better than we can.

   

  Also a TSB ****************** Bulletin) is designed to assist technicians with a specific repair, it does not extend warranty coverage like a recall would.

   

  Feel free to reach to me if needed, 

   

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

  Parts & Service Director

  Pines Ford Lincoln

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

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2022, I brought my 2013 **** ***** for a problem involving brakes disabling four tires. Shortly after bringing the car I was told the part was not available and would take some time to locate the part. I got into to my computer and located the part and notified the Service Advisor to pass that information to the repair shop. The part arrived and I was quoted a charge of over $2600 to repair the vehicle and I immediately authorized the repair and charge. A short time later I was told the part did not work and needed some time for them to locate another part. Now within the last 4 weeks I was told the part had arrived, but they were unable to make it work. Yesterday during a conversation with the Manager *************************** *************) he said the shop was unable to fix the car and probably I would have to pick up my disabled car.The problem with this car was exactly the same I had with my other **** ***** and the car was fixed with the same part they cannot use in this other car. The repair requires more than a mechanic adjusting nuts and bolts, but a technician installing and plugging an electronic part (ABS module FV6Z*2C405*E). I suspect the shop has attempted to install the part with an unqualified technician, or damaged has done the the new part,The part in question is not something out of the ordinary, but used by number of other **** hybrid vehicles. After almost eight months waiting for my car to be repaired at a **** dealership, the "we don't know how to do it" is unacceptable.

  Business response

  04/04/2023

  Unfortunately the biggest issue we were having with this 2013 **** ***** is parts availability. When we first started working on this vehicle we were limited and were only able to order an aftermarket part. After we installed this part and were still having an issue and unable to find any reason other than the part failure itself we were able to find apart at another **** dealer. When we installed this part and were still having issues we were unable to locate any available parts due to parts availability and the age of this vehicle we called the customer and advised him that we would be unable to repair his vehicle. We also advised him we were not charging him for any of the work we had done and since then has he has had his vehicle towed out.

   

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

  Parts & Service Director

  Pines Ford Lincoln

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

  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They handled my vehicle very poorly! My car has been there since September 19 and it is almost February. The service manager ***** never reached out to the warranty company even when provided with the information since the car was dropped off. I had to facilitate that. When my warranty came to do do the inspection he went to lunch which delayed the process further. I had to again facilitate the inspection. I reached out to the complaint line and now they are not responsive. I am paying for my car to sit there and I deserve compensation! Calling daily leaving messages no response! I have to continue to go there to get answers and still no work done! A process I was told should take at most 2 months is still ongoing after 4-5 months! Unacceptable!I have escalated to corporate and many managers and cases and still nothing is resolved! I have paid for warranty and its costing me money to pay for a car I cant drive due to their negligence.

  Business response

  02/14/2023

  Hello,

   

  We have read the complaint. The major issue with this repair is the outside warranty company is not approving the engine replacement we say the vehicle needs. The customer can move this process on quickly if they approve the engine replacement and then seek reimbursement directly from the warranty company. However if they dont want to pay out of pocket for the engine, we need to get approval from their extended warranty first. The process is being held up by the extended warranty company not approving the required engine replacement. We are doing our best to provide the extended warranty what they want. They are just not easy to do business with and every phone call takes almost an hour.

   

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

  Parts & Service Director

  Pines Ford Lincoln

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

  

*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. ↩