ComplaintsforSarasota Ford

• Initial Complaint

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  4/21/2021 paid for *** insurance, according to a employee I have a email stating the *** Insurance was suppose to give something notifying me of the amount intended to pay in order to satisfy my lean amount. *** policy never let me know anything until I call them on 4/1. This is when I was send documents stating they paid $91.00 to satisfy my loan amount. I was not giving an opportunity to make a educated decision on if I wanted to have this claim paid by my *** policy. Common sense is I would rather pay $90 and get a refund. I was basically scammed between them and this *** ****************** Both of them are telling me two different things that are not in writing specifically.

  

  Business response

  04/04/2024

  Sarasota Ford spoke with *************************************** on 04/04/2024. We reviewed her concerns and attempted to review the *** Insurance Policy that ********************** had purchased. Sarasota Ford advised that when a vehicle is totaled, the *** Insurance pays any outstanding amount on the auto loan. ********************** advised that she understood how *** Insurance worked. She was upset that no one contacted her that the difference in amounts was $91.00. Sarasota Ford attempted to give ********************** the contact information to reach the *** Insurance Company, but she refused this information over the phone. We have attached a copy of the *** Coverage policy signed by **********************. It provides all the necessary contact information to reach their customer service office, and the *** Insurance policy terms. 

  Customer response

  04/05/2024

   
  Complaint: 21524717
  
  I am rejecting this response because: that is not true when we spoke I advised her that I was aware of how the policy works, I have the original contract and I have emailed contracts. The issue is the disagreement is not outlined in the contract. I only have the words of ************************* an email 

  Good afternoon,
  
  Per our conversation, you should contact the gap company and let them know you were not sent the disclosure detailing what the pay would have been.  Had you known it would have been only $90.00, you would have canceled the claim and paid it on your own. 
  
  Good luck
  
  Sincerely,
  

  when I spoke to a supervisor today at *** ************************* he stated that was untrue and they could still initiate a refund or the difference if they wanted to. There was no communication from either party, when I asked the questions previously in email and recorded calls, I was not given right information. I signed the contract with **** not ***. She is telling a false truth I did not tell her that I refused I said that *** called the *** numbers since Monday and left multiple messages. Just today after calling and calling I spoke to Assistant supervisor *************************

   

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

  

  Business response

  04/08/2024

  ********************** purchased her vehicle on 04/21/2021, along with *** Insurance coverage. Sarasota Ford has provided the *** contract information to **********************. ************************** vehicle was recently in an accident and totaled. The *** Insurance she purchased, covered the $91.00 difference in her loan payoff along with covering her insurance deductible. 

  Customer response

  04/08/2024

   
  Complaint: 21524717
  
  I am rejecting this response because: GAP insurance did not pay my insurance deductible again she lying. Attach is the what GAP sent me also it was the same amount **** gave me as well. They are not addressing the issue at hand at this point I would like their arbitration information and to know who are their arbitrators.

   

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

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have contacted me directly and are resolving my concerns.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sarasota Ford has had my car for over a year and a half working on it. They were unsure of how to fix the ** issue. This couldn't have been any clearer as they gave me my car 3xs within the year and a half time frame "fixed". Upon getting the car to my home, the issues persisted. And the car was returned for repairs. I went in January to get a quote to sell my car and got $7000 without the repairs. Today they offered $4000. The car is in great condition, a 2015 and only ****** miles. ***** blue book is $8000-$10,500. Meanwhile they'll sell it for $10,000 or more. I've seen on their lot today a 2001 ****** corolla o er 100k miles for about $3,000. I don't get how they get their appraisals or how it can change so fast. But I know my car is worth more than $4000 and for them having my car for so long, and probably not properly fixed again, I would just like to get a replacement and not an ** version and not be charged astronomically. I paid my car off and it was working just fine, now it's all these issues and just been sitting for a year and a half. We all know what that means. And about 7 months ago I paid for new battery and windshield. Last time I got the car there was ***** bombs in them and I traveled all the way to the next town with my car dirty and had the car bomb and it's fumes in the car. Curious to see their response as I have been lied to and pushed to the side so much from this company.

  

  Business response

  04/15/2024

  Sarasota Ford reached out to ***************************** in reference to her concerns. Sarasota Ford updated her appraisal value, and gave **************** the options to sell us her vehicle or trade and purchase a new vehicle. **************** chose to sell her vehicle to Sarasota Ford, and the Dealership purchased it on 4/10/24.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new **** Mach-e SUV last November. When we purchased it we noticed the back trunk gasket was incorrectly installed. The sales manager assured us that he would correct it and had the service center order a new part. They said they would contact us about coming back to have the gasket switched out. This never happened and a month ago I get an email saying the service has been completed. Around this time I got a service error on the car that said "Electrical drain service required". I called service department to ask about this and the person said that they would schedule an appointment for us to bring the car in to have that repaired. I also asked about the gasket and if they could run the update on the software since we have been delaying it because we read online many people whose cars would not start after they ran their update. This person said they could take care of it all which was not a surprise to me because we paid for the extended warranty on the car. Today was the day that that appointment was scheduled and when my wife went to bring the car in the service manager was extremely rude to her. Apparently the initial agent did not write down what was wrong with the car only that there was a service light and thus they could not possibly just plug their code reader in and find out because they were not going to charge **** for this if there isn't actually an issue. She said its our problem that they did not write down any information in the service request. She also said in the most rude way possible that they could not perform the update unless we had already tried and there was an issue. They can't just click the button on the screen to run the update because that would cost **** too much money to do. She also said that there were no records of the gasket request their manager made and insisted that she did not send us an email even though I forwarded it to her and it was signed by her. We are very displeased with the customer service.

  

  Business response

  02/20/2024

  Good Morning! ******************* had an appointment and dropped off his vehicle on Monday, February 12th. The vehicle has been diagnosed, and repairs have been completed as of this morning. Sarasota Ford ordered a weather strip that was missing/damaged at time of purchase. The technician also performed software updates. We will have our Shop ******* perform a final quality control check, before the vehicle is returned to the customer and also have it cleaned. We will be reaching out to the customer, once all is completed. If the customer has any questions, he can reach out to *********************, Customer Relations Manager at ************. Thank you for your patience while we resolve these concerns! 

  Customer response

  02/28/2024

   
  Complaint: 21282059
  
  I am rejecting this response because:

  They did not replace the trunk gasket and just lied and said it was done. When I picked up the car they had no idea where it was because they had sent it for a complimentary wash and vacuum, however even though I came to pick it up 4 hours after they said it was ready, they had not actually done the wash and vacuum. So I just took it without that. Everyone was rude again when I went in their acting as if I am the crazy person for simply expecting them to do what they say they are going to do. Unfortunately I did not look at the trunk gasket until after I left to realize they never changed it. Sarasota Ford is the worst service center I have ever dealt with.
  
  Sincerely,
  
  ***************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a truck from them and traded in our old car for it. They signed a contract saying they would payoff our trade in 20 days. On day 22 we were charged for the old car because they didnt pay it off in the contracted time. They caused my bank to be overdrawn. They wont refund the money that we were charged for them not paying on time. The manager ***** tried to bribe me $500 to take down my ****** review. I did not accept.

  

  Business response

  01/08/2024

  To whom this may concern,
  
  Post purchase of new vehicle, ************** did not turn off his auto pay which caused this overdraft of his account. We do not handle customer personal banking options or settings as this is the sole responsibility of the customer. After ************** advised us of his overdraft concern, we attempted to assist even though this was due to his own negligence and we offered a goodwill payment of $500 simple as a gesture.
  
  ************** ended up coming in and causing a disturbance in our showroom to include using profanities against employees and customers that were seated in the showroom.
  
  Under ******* Law, it does not specify any number of days needed for a payoff to take place.
  
  Should ************** return to Sarasota Ford and act in a manner that is disrespectful to any and all employees or customers, he will be trespassed by the authorities. here...

  Customer response

  01/08/2024

   
  Complaint: 21093597
  
  I am rejecting this response because:

  They made us sign a contract saying they would pay off the trade in 20 days. We signed the contract and the finance manager verbally agreed that the contract time they had to pay was 20 days. This was on the 22nd day. They didnt get the check to the bank to payoff the trade in until the next day, 23 days after we traded in the old vehicle. If Im not mistaken verbal agreements are just as legally binding in ******* as signed contracts, which Sarasota does has in there possession. 
  

  As for the day I had to go in there, invited by there sales ******************* promising me that they would fix it and I would be in and out. After the finance manager admitted to it being a 20 day payoff in the contract I walked into the showroom to speak about my concerns with anyone who would listen. I didnt use any foul language but yea they did threaten to call the police on me for using my freedom of speech. 
  

  That $500 would have left my in overdraft, I would have still gotten a $35 overdraft fee which I did, thanks to Sarasota Ford.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was lied too and then charged for a product I did not want and then financed the amount.That's how f&i make their money, on selling products.

  

  Business response

  10/16/2023

  I called and spoke with ******************. We have scheduled an appointment at his request, to come into the Dealership and review his paperwork in person. ****************** will also be bringing the keys to his trade. We have ****************** scheduled for 10/17 at 1:00pm, and we look forward to speaking with him then and resolving his questions/concerns. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for my vehicle to be serviced on 8/26 for an appointment on 9/3 via their website which they state is the best way while trying to get a hold of someone. On 9/2 I got a confirmation email for my appointment on 9/3. We arrived 5 minutes early. We waited around for 15 more minutes. There was no answer when we called, there was no note on the door, the building said open Sundays 9-3. We left the vehicle for service hoping someone will arrive later to service it as scheduled. When I called the dealership at 11:15, I was told the quick lane is closed for the Labor Day weekend. Not one person reached out to us. No one said anything when I called the day prior stating we have an appointment tomorrow and asking how long it would take. This is the only **** dealership nearby and I am paying for my vehicle to get serviced by a **** dealership. I wrote an email to share feedback with the owner according to their website only to hear that my feedback does not go to the owner and I must speak with someone else. It is independently owned, so **** was not able to help me when I contacted them.

  

  Business response

  09/15/2023

  To whom this may concern,
  
  *********************** scheduled her oil change with ** via ********** Pass application for 9/3/23. Our dealership was closed on this date as stated on our website. She choose to leave her car with us knowing our dealership was closed. **** then filed out the below document we use for customers that arrive before or after hours **** then filed a complaint via our website which we attempted to address on multiple occasions and she refused assistance. Her complaint was responded too almost immediately by our CXO. She refused to talk to anyone other than the owner who was not available. We sincerely apologized to **** in regards to her wasting her time and offered to make up where we fell short but she insisted to speak with the owner once again. After additional attempts to assist this customer we were unable to do so. We have invited **** to conduct business elsewhere as we will no longer provide her with services. 

  Customer response

  09/18/2023

   
  Complaint: 20571056
  
  I am rejecting this response because there are false accusations and false statements made. Clearly, I had no idea the service department was closed. There was no sign on the door when we arrived and no one at the dealership was able to tell us that the service department was closed for Labor Day when we asked. The statement said the dealership was closed, when this in fact is also false, as the dealership was open.  The website claims you are able to share feedback with the owner, when I asked to speak with him, I was told no, and the only person I could speak with was the **** When we called to confirm my new appointment, the service department confirmed the appointment, picked up my vehicle, drove it, never serviced it, never communicated anything and just returned it. I was told they would look into compensation for all the driving and time spent and ***** put on my car, but then negated everything they offered. They made claims they could not help, but in fact, could help, and chose not to. I noticed some of the other claims against this business and it seems other have had similar issues. I do not feel an attempt was made to reconcile the issue, rather they are slandering my name by saying I was aware the department was closed. I also did not see anything stated on their website stating the service department was closed. They also claimed that I made my reservation on **** Pass- and it was made directly through their website, another false statement. A confirmation email was sent by the company, so how would I know the service department is closed, when the only communication I had showed they were open and willing to complete the service I scheduled via their website. 

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

  

  Business response

  10/04/2023

  After previous attempts to assist this customer, we have invited **** to conduct business elsewhere. Sarasota Ford will no longer provide her with Sales or Service assistance. 

  

  Business response

  10/04/2023

  After previous attempts to assist this customer, we have invited **** to conduct business elsewhere. Sarasota Ford will no longer provide her with Sales or Service assistance. 

  

  Business response

  10/04/2023

  After previous attempts to assist this customer, we have invited **** to conduct business elsewhere. Sarasota Ford will no longer provide her with Sales or Service assistance. 

  

  Business response

  10/04/2023

  After previous attempts to assist this customer, we have invited **** to conduct business elsewhere. Sarasota Ford will no longer provide her with Sales or Service assistance. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an electrical issue with my car and was told only the dealership could fix it so I brought it to Sarasota Ford on 5/9. On 5/11 it was diagnosed it needed an audio control module. Cost 1,459.+tx . I paid $700 for a deposit. I had to wait more than a week to get a loaner vehicle from them while they repaired the car. I am glad I did because for a repair I was told should take a day or two turned into 7 days. I brought it in at 5/24 in the morning and repairs started on 5/25. The service rep. ***** me it is ready to pick up 5/31. The car drove well for one day. The next morning it did not start. Same problem as before the repair. So all the testing and time they presumably took to fix the problem was not repaired correctly. Then they wanted me to pay $240 for the **** roadside assistance to bring in my car. After a few days I called and said I wanted a refund. Surprisingly they had a loaner for me to use. Took it back to the Sarasota Ford on 6/5/23. Next thing service advisor ***************************** is calling to tell me I have to pay another $175 for more diagnosis. Thats by the hour.. That it is something else causing a problem and could take anywhere up to 4 days to find the problem and at $175 an hour for more diagnosis again.! It sounded exaggerated and uncertain..I then realized I just got scammed out of $1500. This is the only repair shop I have ever had a problem with. What a nightmare.! They may look professional and busy but they just want your money. They must have had a new mechanic working on it because all the time they had my car, 7 days, They should have known there was more than one problem or module that needed fixing if the testing was done complete and accurately Right? So not diagnosed correctly.They just drag you along to get more money out of you. $1500 and I believe the job was not finished at all.I wasnt able to speak to a service manager and they would not call back They really leave you hanging. I definitely want a refund .

  

  Business response

  07/26/2023

  Sarasota Ford attempted to reach out to the customer on 7/26/2023. Customer did not answer, and we left a voicemail. Sarasota Ford is happy to schedule a service appointment, if the customer's vehicle is still in need of repair. Or we are happy to refund the customer. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2015 I bought a 50th Anniversary Collectors Mustang at Sarasota Ford. I have loved my Mustang until this past year when I began having unresolved service issues. On March 6 I took my Mustang to Sarasota Ford because it stalled in reverse backing out of my garage or a parking space. They charged me $622.18 for a fuel pump module. I picked up the Mustang and drove it home only to have the same stalling issue in reverse three more times. I called Sarasota Ford ****************** to talk with my Service Advisor, *****************************, and had to wait two more weeks to bring the car back for more diagnostic service. Their practice is to communicate via text and not by phone with customers receiving service which makes communication difficult. I was told on March 23 they were having problems replicating the stalling issue. We later learned they were backing the car into a parking space pulling it forward and then backing back into the space, a practice that would never replicate the problem. They continued to say they could not replicate the problem which was the same message for 10 weeksyes they kept my car for 10 weeks. During that time they said my hood latch was missing that took two weeks to fix. Only Sarasota Ford had opened the hood, so they must have broken it. The stalling issue remained.On March 24, I asked if they had asked for help from a **** factory rep. **** request was repeatedly ignored so I called and was told this would just delay the repair. I also call **** Motor Company three time during this process and they were not helpful. **** Motor Company would call my Service Advisor and report back to me they were working on it. I learned that *********, my Service Advisor, worked days and the person working on the Mustang worked nights so they were not in regular communication, resulting in my being repeatedly told they were checking but no information was available. I picked up the car on March 30, 2023 and returned the car on April 17th the soonest appointment available even though it was still stalling in reverse. I was told their computer still had codes for the fuel pump module to which I asked if they had put in a defective part. I was still dealing with a Service Adviser who worked days and a repair person who worked nights. I insisted on April 27 that I get a daytime repair tech. At first I was told they could not change the service teck. On April 28th they moved me to *******, the day supervisor, who also was unable to identify the stalling problem. They did say they had a new computer code to check out but later said that was not true. On May 1, they sent me pictures of a rat issue that was likely causing wiring problems and thus the stalling and advised I call State Farm and have a rep check out the wiring issue. State Farm approved a $935.67 to resolve this issue that turned out to be just a rib bone on the engine block and no chewed wires. From where did the rib bone come. Someones lunch or rats? I did take a picture of my car parked over a rat trap on the lot. I again called **** Motor Company and got the same response that they are working on the problem. ********* too said ******* was working on it. At this point my wife and I went to Sarasota Ford and told *********************, Customer Relations Manager, that we planned to call the media and sit in the showroom telling prospective customers of our service problems. I asked about the second computer message and was told there was none. On May 9 they said I should pick up the car as there were no known repair issues. About this time I got a call from the sales department saying they wanted to buy my Mustang due to a shortage of used cars. I said it was in for repairs so they went to look at it. When they called back, they said they could not offer much because I had mechanical issues, a broken convertible top ( top worked fine when I took the car in for stalling) and rat issues in my wiring. I hung up. On May 22 they again said I should pick up the car, While driving home, my ** went out. **** advised that I had a catastrophic ** failure and it would cost $3,821.59 to repair. I took the car to ************* in *********. A 1 fixed the air in one day for $2,135.84. They also determined why the car was stalling in one day.Now to the most Important point: Sarasota Ford had done ** work on my Mustang in early November 2022 and charged me $2,569.32. When Sarasota Ford did this ** repair they did not put any/ enough fluid/oil in the system. **** caused the compressor to seize up and cause the catastrophic ** issue. Because the ** was running low on oil, the compressor would lock up when you put the car in reverse. Even though Sarasota Ford had done the ** work in November, this was never checked as a reason for the stalling in reverse. Several experts now have confirmed that the lack of fluid is the root cause of thousands of dollars of repairs, stalling in reverse and spending weeks without my Mustang. I called Sarasota Ford with this news and was told they will look into this but their ** equipment does not make these kind of mistakes and no other car has had an issue. I want all of my money back from Sarasota Ford including reimbursement for the A1 ********* ** repair, plus compensation for the loss of use of my Mustang for months.

  

  Business response

  06/29/2023

  ************ brought his ******************** for an ** concern on 11/09/2022. Sarasota Ford performed a diagnosis and confirmed that the ** evaporator  was leaking. Replaced evaporator and recharged ** system. Customer did not have any concerns. Brought the vehicle back to Sarasota Ford on 03/06/2022 for an intermittent stalling issue when pulling out of driveway from a cold start. Technician could not duplicate the stalling concern, but did pull trouble codes U0109 and P025A from the computer indicating that the fuel pump control module was malfunctioning. Replaced the fuel pump control module and cleared the codes. Technician road tested twice after repair, and confirmed everything in working order. Customer was responsible for $612. Customer returned to ********************** on 03/20/2023, stating that the vehicle would jerk when applying the gas pedal during acceleration. Technician could not duplicate concern. ************ returned again on 04/17/2023, stating that the vehicle would stall while in reverse. Customer requested the vehicle to be left at Sarasota Ford until we could duplicate his concern. Upon inspection, the hood latch was broken and there were rodent droppings and food remains inside the engine compartment. Advised ************ that the hood latch was broken and there could be possible rodent damage. ************ accused Sarasota Ford of damaging the hood latch or taking the latch off the vehicle to possibly repair another customer's car. Our Fixed Ops Director replaced the hood latch out of goodwill. Advised ************ that we still have not been able to duplicate his stalling concerns. Customer questioned the $612 he had previously spent to replace the fuel pump module. ************ felt that part may or may not have been needing repair. While **************** vehicle was in the ******************* Sarasota Ford's ******************************* reached out to him and inquired if he would be interested in trading in his 2015 **** Mustang? ************ agreed to have the vehicle appraised. During appraisal, it was noted that the convertible top did not work. Cost to repair the convertible top was $820. Sarasota Ford repaired and replaced the wiring harness for the convertible top out of goodwill to offset the $612 that ************ previously spent. After extensive test drives by our Service Manager and Shop *******, no concerns could be found with the vehicle stalling. Sarasota Ford filled **************** gas tank and had his vehicle detailed before he came to pick it up. ** was also working at time of delivery back to the customer. ************ contacted ********************* on 06/09/2023 and left a voicemail stating "You're not going to believe this. I just got home, and it seems the ** has stopped working." ************ also stated he was unhappy with the detail job and that his engine compartment was still dirty. Sarasota Ford diagnosed the ** concern and quoted $3,821.59 to replace the evaporator core and labor. ************ took the vehicle to A1 ********* for a 2nd opinion, and was quoted a less expensive price. ************ contacted Sarasota Ford on 06/23/2023, and stated that Sarasota Ford must have caused "catastrophic damage to his **" and was demanding to be reimbursed for the $2,569.32 that he had previously paid Sarasota Ford for ** work in 2022. ************ spoke with ***************************, Sarasota Ford Service Manager, on 06/23/2023. **** advised ************ that he would look into his concerns and follow up with the customer. ************************* spoke with ************ again on 06/26/2023, and advised after speaking with our General Manager that Sarasota Ford would be willing to reimburse him the $2,569.32. ************ declined that offer and stated he was contacting the news. Sarasota Ford has gone above and beyond to assist ************, and provided concessions on multiple occasions. Sarasota Ford will no longer be working with ************ for any future Sales or Service assistance. 

  Customer response

  06/29/2023

   
  Complaint: 20253337
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Response: Sarasota Ford skipped over the fact that they kept my  50th Anniversary Collector Mustang Convertible for 13 weeks with minimal text feedback thus causing me to use alternative transportation at my expense as no loaner was ever available. They  ignored my requests for service updates, as did ******************* and would just say they were "working on it."  I have the text exchanges to prove their lack of response. Sarasota Ford also conveniently skipped over the key fact that they neglected to to put fluid/oil in the ** in Novembers and three experts have advised this is what caused the catastrophic ** failure and the stalling in reverse that went undiagnosed for 13 weeks while my car sat at the dealership getting "rat infested" and deteriorating. It is notable that they offered to reimburse the $2,569.32 for the ** repair clearly demonstrating their knowledge that this entire problem was caused by their poor workmanship on my ** in November. I did not decline their lowball offer but rather said it was insufficient. As I have stated,  verbally and in writing, I am requesting full reimbursement for all my related repair cost including having A1 repair my entire ** System due to the dealership's poor workmanship. In one day, not 13 weeks, A1 discovered Sarasota Ford's negligence in the November ** repair (the lack of fluid in the ** system) and recognized, unlike Sarasota Ford, that this caused the compressor to seize, the car to stall, and all other ** parts to fail.. Sarasota Ford owes me $6,263.01 plus the cost of alternative transportation for 13 weeks which if I rented a Mustang convertible  for 13 weeks would be $9,000.00.

  

  Business response

  06/30/2023

  Sarasota Ford has provided multiple concessions for ************. Sarasota Ford previously offered to reimburse ************ for his AC repairs that were completed in November 2022. ************ spoke with our Service Manager, ***************************, and declined that offer stating "it was not enough." Sarasota Ford will not be providing any further concessions to ************, and we will no longer be providing him Sales or Service assistance in the future. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an appointment as a "waiter" for my Bronco to be checked by the service **** at 8:30am on Wednesday 4/5 due to an instrument screen that was intermittently functioning (not functioning most of the time). It was still safe to drive because the Speedometer could be seen along with any annunciator panel lights such as parking brake, seatbelt, check engine, etc....I let ********* the service writer know that I was aware of a TSB regarding the screen having a loose connection and also let her know the screen worked the most after a recent software update. She asked if I had brought the rear windows of the Bronco with me and mentioned that it could take days to order parts (as if she'd already decided that it needed a new screen). I explained I did not have the windows with me and that I'd need to either pick up the vehicle at the end of the day or it would need to be kept indoors overnight if they needed it overnight.I finally heard back from ********* at 4pm on Wednesday 4/5 when she texted that a new screen was ordered and would be delivered before 1pm on Thursday 4/6. She said the vehicle was disassembled and parked in the technicians bay indoors. I did not receive any communication as expected on Thursday 4/6, and could not get any communication on Friday 4/7 after multiple texts, calls and voicemails. On Saturday 4/8 other employees were rude and unhelpful when I tried to get a status update. I verified on Saturday 4/8 the Bronco was parked outdoors and was filthy. Today is Sunday 4/9 and it is raining while the Bronco is still outdoors. I also verified nothing was "disassembled" and it did not appear that the hood had even been opened by a technician.My instructions for how my property was to be treated were not a polite suggestion or request; I wasn't "asking", I was "telling" how things needed to be handled. The dishonesty and lack of respect have been absurd. This could have been avoided a number of ways. Never agreed to 6+ days.

  

  Business response

  04/11/2023

  Customer ****** his Bronco in for an electrical concern on 4/5/23. Upon arrival, the rear soft top portion of the vehicles soft top was not secured, leaving that area exposed to the elements. Company policy is to advise customers that we highly recommend securing their vehicle prior to service taking place. It is very common for Broncos to have their doors taken off, portions of the soft & hard top roof removed, etc. which leaves these vehicles exposed to inclement weather. In this customers case we wrote the vehicle up for service and did not catch the back portion of the soft top which was removed. This exposed the vehicle to rain. The interior of this vehicle is designed to withstand water and is equipped with marine grade upholstery. After we found that this vehicle was exposed to rain, we immediately addressed the concern and advised the customer that we would be detailing the vehicles as well. We found that there was also miscommunication between the technician and advisor that negatively contributed to the customers experience. Both employees have been counselled for this to ensure it does not repeat. Customer was contact by Service Manager as well as Chief Experience Officer. We are concluding the service on the vehicle today and will release the vehicle back to the customer. Customer was happy with the resolution given the circumstance. 

  Customer response

  04/17/2023

   
  Complaint: 19914558
  
  I am rejecting this response because:

  When I dropped the vehicle off, the service writer asked if I had the rear windows and I said "No" and I told the service writer that I either needed to pick up the vehicle or it needed to be kept inside overnight.  Via text she told me on Wednesday afternoon that the vehicle was disassembled and parked inside in the mechanic's bay.  I discovered that the vehicle was never disassembled, however, and that it was parked outside for 5 days.  I verified the vehicle location and that it had never been disassembled at 5pm on *************** ******* was closed Sunday.  On Monday morning she again texted that the vehicle was being parked indoors every night and that it was disassembled over a period of the past few days.  I explained that I knew that was not true and texted her a picture of where the vehicle was parked outside since Wednesday or the prior week.  Knowing she was "caught", she simply said that she was just relaying what the technician was telling her.

  We know, now, that the vehicle was simply parked outside and left there.  The new screen was ordered (without even attempting the software reset or TSB regarding a loose connection) and the new screen arrived the following day, however availability for a tech to install the new screen did not happen until Monday.  None of this was ever communicated and I was never given the choice to come pick up the vehicle (and then bring it back on Monday), bring the soft top windows or get a loaner vehicle, and I was also lied to about the status and location of the vehicle in the meantime, and then the "cleanup" consisted of greasing everything which just created a mess, along with the damage that occurred to the window tint which I'm sure nobody will admit doing.
  

  Spoke to **** the service manager and he agreed that I was being lied to and had no words.  He said "this is not how we do business".  The vehicle was cleaned up when I picked it up.  When I got home I found the engine bay had tire shine sprayed all over it - what a greasy mess and how ridiculous for them to coat the engine and engine ******** with so much grease.  I also noticed a small ****** in the window tint which was not there when we dropped off the vehicle.

  At no time have I said this was "acceptable" in any way, shape or form. 

  I was asked by the experience manager "how we can make this right" and explained I really didn't know.  I still don't know because of the blatant lies and mess that was made of my vehicle and now the small white speck that is where they obviously hit something sharp against the window tint that was enough to tear into it. 

  I would like a complimentary bumper to bumper 100K mile extended warranty for both my Bronco and my Mustang GT500.  That would "make it right".
  
  Sincerely,
  
  ***************************

  

  Business response

  04/18/2023

  As previously discussed, the customer informed us that he did not need or want anything else as an overall resolution surrounding this matter. After further conversation with the Service Advisor, we learned that yes we did not have the accurate information that was provided to the customer as the Advisor misunderstood the technicians reply regarding the vehicles location. In hopes of resolving this matter, we extended a complimentary full interior and exterior detail. This does not negate the fact that the vehicle was dropped off to us with the rear roof panels removed (as many customers with this type of vehicle often do). Much like the customer was informed upon check in, we cannot guarantee covered parking as over 90% of our parking spaces are exposed to the elements. We are willing to repair the window film that he stated was damaged at no cost. Additionally, if the detail that was performed is not up to the customers standard, we can certainly revisit that as well. We would also like to offer ****** **** Pass Rewards Points which can be used for maintenance repairs, routine maintenance, aftermarket products and or towards an Extended Warranty. We are hoping that ****************** finds our offer more than suitable given the circumstance. 

  Customer response

  04/19/2023

   
  Complaint: 19914558
  
  I am rejecting this response because:

  The dishonesty has to stop.  I was never advised that my vehicle would be left outside; quite the opposite - I advised that I would either pick the vehicle up the same afternoon, or that it would need to be kept inside overnight.  I was told that it was being kept inside overnight and in fact it was not.  There was no miscommunication - your company was caught red-handed in a lie - in writing!  Both the service manager and experience manager had no words because it was such a ridiculous situation.  The "complimentary" detail was not a "fix" or an "accepted resolution".   Now there is grease all over the engine, engine bay and even the dash of the vehicle.
  

  The dealer can not "repair" the damaged window tint.  The window tint will need to be handled by the original installer, Ceramic Pro, so that it has the same warranty and same exact specifications as the original tint and so that it matches the other windows on the vehicle. 

  An accepted resolution would be for ****** Fordpass rewards points and for the dealer to pay for Ceramic Pro to replace the damaged window tint.

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

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased on 1/21/21 a **** explorer platinum from said dealer after meticulous care of above vehicle at ****** miles the vehicle started to smoke blue gray smoke after sitting for a couple of days I have dated videos. We brought to our *********** dealership as we are snowbirds, they could not replicate the issue they said they would make a note of this for **** corp. I have invoices to back up all occasions. We came back for the season 12/2/2022 called Sarasota Ford for appointment because of holidays app. 01/03/2023 they were told of the smoke and showed videos could not get me another appointment till 02/02/23 they had no loaner cars. On 01/09/23 car was smoking badly. Sarasota Ford found us a loaner, the car was diagnosed as defective Turbos leaking oil into hot exhaust they had to replace upon doing so the technician broke numerous bolts and removed engine and transmission from vehicle replaced head and used inferior Helicoils. After 53 Days out of service and four attempts to pick up the vehicle is still not right. I filed a Buy Back claim with **** Corporate Case #******** I was denied a buy back on 03/13/23 this vehicle lost enormous value and is a time bomb of safety issues about to happen. It was a brand new $60,000 dollar vehicle **** Corporate informed me today to file for arbitration with the Better Business Bureau. to resolve this.

  

  Business response

  03/20/2023

  Customer spoke with *********************, the Chief Experience Officer by way of email on Friday, March 17th. Customer stated that the vehicle is still experiencing concerns after recent repairs. Customer stated the vehicle is still smelling of antifreeze and has a rough idle. ********************* responded by email and asked the customer to let him know what day/time works best for him, and Sarasota Ford will ensure we are ready on our end. Waiting for customer's response. 

  Customer response

  03/20/2023

   
  Complaint: 19599073
  
  I am rejecting this response because:
  The vehicle is still defective and was compromised by the technician when he broke numerous bolts and failed to tighten simple items heater hoses and turbo hose I still smell antifreeze and a slight idle skip happens intermittently what else is waiting to happen I will bring vehicle back for the fifth time at earliest time I can
  Sincerely,
  
  ***********************************

  

  Business response

  03/22/2023

  Tell us why here...Per customers request CXO, Service Manager & Shop ******* met with customer on 3/22/23 to ensure vehicle did not have any outstanding items/codes/faults that needed to be addressed. After ******** Diagnostics (OBD) were performed, OASIS code tracking with Fords Software, as well as a visual inspection of the vehicle, it was determined that there were no codes present at this time. Coolant levels were normal and there were no odors present  to lead us to believe there is a coolant leak. Customer was advised that vehicle is operating as designed and that no further services need to be done. Customer requested a trade in value for his vehicle which we provided him. 

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