ComplaintsforWorld Ford Pensacola

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off for services under my extended warranty on 8/9/2024. It is currently 8/19/24 and I have YET to get a call with a diagnoses, update, anything… They have declined a rental or loaner for reasonings not mentioned in the extended service contract. There’s apparently a “waiting list” and I have to ask for a reimbursement after paying out of pocket for a rental, which wont cover the full cost. None of this is in my service contract. I asked to have someone go over my file in their system to compare the service contract I have vs. what they have and requested to evaluate my wet signatures. Now all contact has ceased. I have reported the incident to consumer lawyers who are looking into it as we speak. DO NOT DO BUSINESS WITH WORLD FORD PENSACOLA. They lost their BBB accreditation as well. That should tell you everything you need to know.

  Business response

  08/19/2024

  Per Ford Warranty policy,  The rental only starts when the full diag is done.   World Ford doesn't make the policy.  We follow with is in the guidelines.   When you have 7-8 concerns it takes time.  Regarding returning the vehicle.   You have a few options.  You can sell it, or just the the lender to come and get it.  

  Customer response

  08/19/2024

  
  Complaint: 22162531
  
  I am rejecting this response because: Regardless of your excuses, no excuse justifies why it takes over 10 days to even look at a vehicle. Regardless of your excuses, you don't lose your BBB accreditation by following your policy. Regardless of your excuses, I was told that because of my circumstances I could ask  for a goodwill approval for a loaner (verbally being told over the phone that some people do get approved). I did not get a loaner, so regardless of your excuses your lawyers now have to explain why “some people” get approved but I did not. I was verbally told that people get approved, so let’s determine what “kind of people” are the ones getting approved. Because a single father of four school aged children, with one vehicle, and no more funds to pay for a rental should definitely qualify.
  
  Sincerely,
  
  Tevin ********

  Business response

  08/20/2024

  I'm sorry that you can't afford to take reasonability of your car.   It is a tough time in the market.   Again we have to follow the process the Ford Motor Company provides.   Regarding the BBB,  We chose not to pay the charge.  That is why the lose of status.  

   

  Customer response

  08/20/2024

  
  Complaint: 22162531
  
  I am rejecting this response because:

  That’s fair enough… that’s why I requested a meeting with Nate ********** (Natedaonemanparty) to let him know what type of things were going on in his dealership last week while him n Jess were in Vegas. Thank you for clarifying.
  
  Sincerely,
  
  Tevin ********

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my vehicle off for a replacement part covered under a manufacture warranty on June 7, 2024. Before bringing the car to world ford I contacted ford cooperate to ensure that I would be able to obtain a rental during the time my car was in for the repair. Ford corporate stated that World ford of Pensacola would have to submit a claim for the rental to be honored. After dropping off my car world ford stated that they would not be able to submit a claim until they diagnosed the issue. After daily calls (most of which would not go through on their automated phone) to world ford for a status update world ford could not provide me with information about a diagnoses and stated I would have to talk to my service advisor “Mathew” regarding any update. On June 26th I drove to world ford and spoke with Danielle the service manager regarding my car. At this point in time the service manager pulled my file and was able to provide me with an update stating the part in question a “TCM” was ordered and was supposed to be delivered in the next day and the repair was supposed to be completed within the next 1-2 days. I asked the service manager about requesting a rental due to this being a warranty issue. The service manager stated ford would only cover 1 day for a rental and it at the time of day (around 5:40) hurtz renal would not revive the request until the following day and by that time the car would be repaired. Since this time I have called almost every day and I have not been able to get a service update on my vehicle. I have left multiple messages with multiple representations regarding this issue. Due to my work schedule I have not been able to physically be in person at world ford for a status update. Today is now July 16th and I have not received any calls or status updates from world ford regarding my car. Even after leaving multiple messages requesting a call back for my vehicle.

  Business response

  07/17/2024

  All work that it came in for was completed June 13th. (Tcm recall)  Additional work was recommended for the shudder issue and we have no approvals from the customer.  I reached out to customer and left a message to contact me back.   Justin ****** Service director. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/18/23 I purchased a used 2018 F-150 from World Ford. When buying the vehicle I purchased the Ford protect premium care package for $4,585 that was supposed to cover the vehicle for 48 months/48,000 miles. Today(4/18/24) while having service on my truck at my local dealer he informed me that my vehicle was not covered. I explained what I purchased and showed him the paperwork he stated I had to have World Ford fix the issue in the “Ford system”. I have called World Ford 4 times and was told the last time someone would call me back shortly. I have not heard from them still. I need my warranty instated or my $4,585.

  Business response

  04/19/2024

  Good morning,  Finance director Steve ***** will reachout to James this morning.   

  Customer response

  04/19/2024

  
  Complaint: 21596509
  
  I am rejecting this response because: I was contacted by World Ford and told that it was corrected. I asked for proof since it was not correct for the last 7 months. I was told I would receive documentation and I still haven’t.
  
  Sincerely,
  
  James ********

  Business response

  04/19/2024

  It is attached to your vin number.   Call Ford Protect program to verify.  

  Customer response

  04/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21596509, and find that this resolution is satisfactory to me. It appears they have fixed the error with the warranty.
  
  Sincerely,
  
  James ********

• Initial Complaint

  03/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  9MAR24 Purchased a truck from this dealership under a agreement that the truck would be delivered to my home address. Total distance is 60 miles. 4 days past the agreed upon delivery date they now just refuse to deliver. Also paid $1,000 deposit for the truck that would be refunded once I purchased it. (deposit was not factored into the total cost nor deducted from the price) The deposit was to simply hold the car until I could come down and look at it. I have yet to have the refund in my account, every day they say they are "working on it" but it has almost been a week.

  Business response

  04/01/2024

  The truck had a additional repair in leather.  After the truck was finished, we had a tough time finding drivers to take the unit to him.  We gave his wife a full tank of gas to bring him here.   Also attached is the refund on the $1000 deposit. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brought my vehicle to dealership to run diagnostic on sunroof and noise with back tire on February 10 they said it would take five days to get in for diagnostic. I agreed it took that time and they determined there was seven or eight different issues that needed to re-repaired and it would take a few days to get parts and a few more days to repair. Apparently there was a fuel leak and their policy was they had to wait until the diagnostic with fuel leak was done before they could even start repairs that I initially want it done. After several more days, they said they didn’t have a bay to work on the car and we had to wait for two other vehicles to be fixed after several more days we went down and it wasn’t repaired even though we had repeated repair time windows pass. $8000 later it now passes the value of the car and we never had this estimate until three weeks into the job we were originally told $4000. Since then it’s been there almost one month. I had no way to get back-and-forth to work and lost my job. The only satisfaction I was looking into was some kind of reduction on the cost after all the aggravation and time and money loss from work going back-and-forth to try to get my car when it never was done when they said it would, have documentation of every encounter and what was said by the employees there and the technician that was working on the car after contacting an attorney in Jacksonville Florida, he informed us that we could file a case but don’t want to go through all that headache just for a few thousand dollars in repairs to resolve this issue had said they would give us some coupons to reduce the since I actually have an attorney who will be willing to take the case pro bono I figured just a complaint and a reduction and my vehicle being delivered repaired would be sufficient to resolve this case. It was not filed in court and I do not wish to seek litigation a little problem like this. It is almost impossible to speak to managers nobody seems to want to talk to us.

  Business response

  04/01/2024

  The time frame is not out of the question as the number of concerns regarding the condition of the Ford Explorer.   Had all the communications trying to reachout to the customer and they respond 3-4 days after attempting.   

  Customer response

  04/01/2024

  
  Complaint: 21371750
  
  I am rejecting this response because:

  I would like some money back from very poor customer service and lack of communication.

  the salesperson was very cold to me and my wife . We were out of a vehicle fir almost 3 weeks .and had to miss at least 5 days of work 
  
  Sincerely,
  
  Kristopher *****

  Business response

  04/16/2024

  There will be no refund as the work was done and completed. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took the car in Wednesday Jan 17 2024. We were understanding parts were in delay due to the snow storms and flooding going on. But this was our only vehicle and received no communications or updates when it would be ready without us calling multiple times a day to HOPEFULLY get ahold of them. They installed our speed sensor wrong and knowingly gave it back to us (they originally thought it was broken not just installed wrong) like that which could have messed up our transmission but ensured us it's be ok and they'd call us when a replacement part came in and it'd be a quick fix. We had to call to find out about the part being in and have received no updates on the car since we brought it back to get it fixed. Wouldn't give us a loner or help us with a rental. Even though THEY messed it up. Can't get ahold of management. Was given a car that shouldn't have been driven is the biggest issue. That they messed it up and then gave it to us that way and wouldn't give us a rental or anything.

  Business response

  01/23/2024

  Never been contact by anyone regarding this.   

   

  Please reach out when you have a min.

  ************.   Please leave a message if I don't answer. 

   

  Thanks

  Nate 

  Customer response

  01/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21187942, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Hannah *****

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 6th, 2023. Invoice #438741 Work performed on wife's Ford Escape. Was overcharged for work authorized on vehicle. Argued with service advisor and was able to recoup some of the money which he deducted under the line: less Insurance $216.79. The $216.79 was from line D Fuel injection service $37.74 above original quote of $123.21, and from line F, replace spark plugs $179.05 in excess of written estimate of $118.16. However, there is still a balance of $71.70 plus the tax associated with that charge from line H which was the Free Multi-Point Inspection which I Never Received an actual report from. Please see invoice plus estimate. I had no choice to pay the bill as the service advisor told us if we wanted the car back that is what we would have to pay. It was 6pm and the shop was closing. After some research I feel what was perpetrated against my wife and I is in violation of chapter 559 Florida State Statute. I could say more, from trying to get the original estimate even made, the indifference of the General manager, who I spoke via phone in regard to appointment set up for a month and no movement from the service department to get me an estimate. To how the service advisor told me what a great deal I was getting as he flipped fast through the original paperwork asking me how I wanted to pay before I told him I actually want to see what he was charging me for. The whole process with them was horrible. They could have done a lot more work to my car and ignored other things I asked for to be done. But that is ok, I don't even trust that they did this work actually because I only received the estimate late that day. The service advisor was rude, aggressive and if I wasn't sharp, he would have ripped me off for more than $71. for free multipoint. I had a good working relationship and always had my car serviced at the Ford in Crestview, if I need to, I will go back there. If you can help me get a refund of the excess charge I would be appreciated. Thank you.

  Business response

  10/16/2023

  What is the refund you are looking for?  71.70?   

  The attachment shows estimate and the other is the closed RO.   For your comments about the 559 Florida state statute,  Not sure what you think that is.   

  Customer response

  10/17/2023

  
  Complaint: 20731044
  
  I am rejecting this response because: Yes, I would like the 71.70 Plus the Tax associated with the charge refunded to me. I included the estimate and the invoice, where you clearly charged me 71.70 for a FREE MULTIPOINT INSPECTION. An inspection mind you that a report was never received. Did you even perform it and does it exist? I do not know. In regard to Florida statute 559 Part IX, pay me back the overcharge and neither of us will have to worry about me pursuing further the fact your representative Held My Vehicle Hostage, saying, if you don't pay the full amount, you will not get your car back, this is what it takes to get your car back. I would advise you to familiarize yourself, and staff the whole section of 559. 

  Please note I am following the process laid out to me per Florida Department of Agriculture and Consumer Services by first using the BBB, after which I will go to the next steps. You can research what they are.

  559.909 Notification of charges in excess of repair estimate; unlawful charges; refusal to return vehicle prohibited; inspection of parts.—
  (4) It shall be unlawful for any motor vehicle repair shop to fail to return any customer’s motor vehicle because the customer has refused to pay for unauthorized repairs or because the customer has refused to pay for repair charges in excess of the final estimate in violation of this section.
  Sincerely,
  
  Robert *******

  Business response

  10/17/2023

  Very simple,  The money will be refunded of 71.70.  

  Also if you don't pay for service, that is theft.  We hold the car until the service is paid.  

   

  Customer response

  10/17/2023

  
  Complaint: 20731044
  
  I am rejecting this response because: Thank you, I believe the total amount with the Tax will be $77.07 for a complete and total refund. Assuming that the tax rate I just looked up is correct at 7.500%
  
  Sincerely,
  
  Robert *******

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a set of tires from World Ford after 5 trips to business the tires still bounce and shake. Have tried to talk to Service manager and now he will not acknowledge my calls or emails. Tires are defective! I just want my tires replaced with different tires

  Business response

  10/12/2023

  The 2011 Ford F-150 Vin #1FTFW1C6XBFB06065  was in service on 8/10 for new tires.  On 8/18 was back in for a vibration between speeds of 40-55 MPH.   Determined to order new tires and installed.   Almost another month goes by and back in service for the same issues.   Seems like the customer would have turned right around after the second visit.    Being a 2011 there might be other issues causing the vibration.    Will be glad to revisit the concern.   

  Customer response

  10/12/2023

  Days were set originally by service writers, When truck was brought in 2 tires were found defective, it took 2 weeks to get replacement, when installed found another bad tire and took another week plus to get another replacement. Still have same issues. The only time I was late bringing back was when I had the flu for a week. World Ford just trying to cover themselves. 

  Customer response

  10/12/2023

  
  Complaint: 20727396
  
  I am rejecting this response because:Days were set originally by service writers, When truck was brought in 2 tires were found defective, it took 2 weeks to get replacement, when installed found another bad tire and took another week plus to get another replacement. Still have same issues. The only time I was late bringing back was when I had the flu for a week. World Ford just trying to cover themselves.
  
  
  Sincerely,
  
  Albert ********

  Business response

  10/12/2023

  The customer came reject whatever.   The Repair orders are black and white.   Again willing to look at the F-150 again as there might be more than a tire issues with the age of the truck.  

  Customer response

  10/12/2023

  
  Complaint: 20727396
  
  I am rejecting this response because:
  
  Sincerely,
  
  Albert ********

  There is nothing wrong with my truck, it all lies with the tires. Had no problems with tires that were replaced. Sent several emails to service director and service manager, will be glad to send them to you. Could get no response from dealer. Tire manager has paperwork on defective tires. I just want my truck fixed. Ask to speak to general manager with no response 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a 2023 Ford Explorer XLT from World Ford Pensacola on 15 Apr 2023. After a couple of weeks of trying to get the SiriusXM to work and failing, we contacted SiriusXM for technical support. SiriusXM stated there appeared to be a problem with the antenna and to contact Ford. On 22 May 23 (36 days after purchase) we called World Ford Service to set up an appointment, the earliest date they had available was MORE than a month later to get our vehicle in for service. After dropping off our vehicle, I received a call from the service adviser informing me that someone had previously worked on the vehicle antenna and it would not be covered under warranty. When I tried to explain that no one had worked on the vehicle since we purchased it and anything done to the vehicle had to have been done prior to our purchase, I was told that was not true. The maintenance manager was adamant that no one in his shop would do such a poor repair and that was the basis for his refusal. A sales manager stated that there was no documentation of the vehicle being worked on and additionally that any time the vehicle was driven it was checked upon return. (Of course he has no documentation on that either) The service advisor told me that the antenna was supposed to be the same color as the body, Agate Black Metallic. Not the flat black of the one on the vehicle. The service manager also stated that he had no idea where the antenna on the vehicle came from. There is also duct tape adhesive residue around the antenna. I have provided a still image from a security camera taken LESS THAN 24 hrs after we bought the vehicle. It clearly shows an antenna that is NOT the correct color according to their service department and close inspection shows the adhesive residue around it. This shows that the wrong antenna was already on the vehicle when we bought it, contrary to what the personnel at the dealership state.

  Business response

  07/28/2023

  The customer bought the car on June 14th.  Returned to the service center for Inop sat radio on 6/23.  Over 2 months.   If his claim is true than it would be an issue on the very next day or even on the same day he drove it home.   

  Have attached pictures of antenna from above and when the headliner was dropped.   You can see from his picture the antenna is straight and now it is not.   We believe that he drove under something or maybe a drive through car wash broke it.   The headliner has been remove and some type body shop work.   Very poor job,   But this is not warranty work..  The car was new at the time of sale and the customer was very happy.   

  Customer response

  07/31/2023

  
  Complaint: 20275075
  
  I am rejecting this response because:
  

  Their response is false.  We have told them that we have not, nor have we had anybody else work on this problem or antenna and the way their service department found it is the way they sold it to us.  Their only way to justify their response is to imply I am lying.

  The time between 14 Jun and 6/23 is 9 days not 2 months, but we actually bought the vehicle on 15 Apr 2023.  The two month delay in getting the vehicle to service was due to their shop making us WAIT MORE THAN A MONTH for an appointment. 

  The SiriusXM probably never worked but we didn't know it until we tried to use our 90 day trial, we then tried to work with the SiriusXM technical support to resolve the problem until such time as they told us it would need to go to the dealership for repair.

  I have added a  zoomed in copy of my photo with lines added parallel to the center roof rib, It is very clear that the antenna is crooked in this photo pulled from a security video taken about 18 hours after purchase.  It also shows that the antenna is a flat black instead of being the same color as the body (Black Agate Metallic) as both the Service Adviser and her Supervisor told us it should be.

  The vehicle also had 239 miles on it when we bought it and the dealership told us that they have no records or documents of how those miles were accrued or by whom.

  As another note of the dealerships records inaccuracies, CarFax shows the dealership reported an oil change on 3/16/2023 at 300 miles, or 61 miles more than when they sold it to us a month later.

  
  Sincerely,
  
  Albrecht ********

  Customer response

  09/02/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .20275075, and find that arbitration is necessary.

  Sincerely,

  Albrecht ********

  Business response

  09/18/2023

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .20275075,  and find that arbitration is necessary.

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car new from World Ford and expected them to be able to handle servicing the vehicle. However every time I bring it in for a warranty issue I get the run around and they want to keep the car for very long periods of time, even when I have made and kept an appointment for service, leaving me struggling to find transportation. This time I have a power window malfunction, and I was told it would be AT LEAST a month before they could work on the car, and that I would have to leave it with them until they could work on it, rather than making an appointment for the actual work. This is an EXTREMELY wasteful way to do things, and I feel like they do it to discourage you from bringing in warranty claims. They do not offer alternate transportation, and my car will be sitting for at least a month for ZERO reason. I would like to make an appointment for the actual work so that they can not have to offer me transportation, and I can keep using my car. It is required for me to do my job. It's a win-win. However they refuse to do so. I spoke with Ford Motor Company, and they say that keeping a car for no reason is NOT their policy, but they will not help me with this issue. All I am asking for is warranty service on an appointed date while I wait in the lounge. This is normal and good customer service at the various other dealerships in Pensacola that we have bought cars from. Thank you for your help. Dave

  Business response

  06/02/2023

  Good morning,

  Not sure were the confusion is.  That is not business operations.   Might be an issue of parts fulfillment from Ford.  We are 1-3 business days on turn around.  

   

  Thanks

   

  Nate 

*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. ↩