ComplaintsforBrandon Ford

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Brandon Ford on March 8, 2023, for my 8:00 appointments for a recall on the transmission shifter. When I parked, I took pictures of the interior and exterior of my car at **** because I was early. When I came my care didn't have any leaks in the coolant. And I didn't have any broken clips on my car. (When the appointment was scheduled the receptionist. She stated that the job will take 1/2 day). My car was out in 30 minutes. When the service department called my phone. They stated my car was done. I replied back that was super-fast the receptionist stated you was going to have it for 1/2 day but alright if you state it's finished. I went to get my keys and I was given the service invoice. On the paperwork for the multi-point inspection, they checked the fluid levels and the condition for the coolant. And it was checked in the green. There wasn't anything wrong with it. The only thing that came back was I needed to replace my battery soon. I drove home and I felt a couple of sputters. I didn't think anything of it because I know I need to change the sensor for the fuel system. When I got home, I parked my car and didn't go anywhere until March 12th I tried to drive to ******* (it's in walking distance from my home) and my car started having white smoke come from the hood. I stopped immediate in ******* parking. Lifted the hood and seen it was no coolant in the reservoir. I purchased coolant inside ******* and put it in the reservoir and it ran to the ground like a straw. Like really fast. Now they are saying I have to pay $159 or $169 to do a diagnostic on my car. When this should be done free of charge since I didn't have this issue before coming to them. I wish I would've never brought my car for the recall. Then I would've still been able to drive my car with no coolant issues. I only have one car. I take care of my two disabled kids and my mom who has dementia. This is putting me in a huge financial hardship.

  Business response

  03/14/2023

  In the interest of customer satisfaction, ********************** has waived the diagnostic fee and has inspected the cause of the coolant leak.  We found a leaking hose and repaired it at no charge to the customer.  

   

  dm

  Customer response

  03/15/2023

   
  Complaint: 19593305
  
  I am rejecting this response because: the repairs weren't made due to customer satisfaction. The repair has to be done because of negligence from the mechanic. Now, I'm wondering what other damage is done to my car from having a massive coolant leak. Because ************************* stated that I have all kinds of manifold leaks and oil leaks etc. So, I looked up what kind of damage that could occur for not having coolant run through the engine. I drove the car home from Brandon Ford and Parked the car until I tried to drive it to ******** A safety message came up on the dashboard and all. And it wouldn't allow me to move the car. What damage has been done to my engine from the negligence of the mechanic? **** should be responsible for all of it due to their mechanic. My clip is broken that hold the tubing on top of where he needed to change the transmission shifter bushing. Because an engine overheating creates manifold leaks. And the leaks that ******* had described. As I stated before, this is my only car, and I'm being hindered from daily responsibility. 
  
  Sincerely,
  
  Tanekki *****

  Customer response

  03/15/2023

   
  Complaint: 19593305
  
  I am rejecting this response because: the repairs weren't made due to customer satisfaction. The repair has to be done because of negligence from the mechanic. Now, I'm wondering what other damage is done to my car from having a massive coolant leak. Because ************************* stated that I have all kinds of manifold leaks and oil leaks etc. So, I looked up what kind of damage that could occur for not having coolant run through the engine. I drove the car home from Brandon Ford and Parked the car until I tried to drive it to ******** A safety message came up on the dashboard and all. And it wouldn't allow me to move the car. What damage has been done to my engine from the negligence of the mechanic? **** should be responsible for all of it due to their mechanic. My clip is broken that hold the tubing on top of where he needed to change the transmission shifter bushing. Because an engine overheating creates manifold leaks. And the leaks that ******* had described. As I stated before, this is my only car, and I'm being hindered from daily responsibility. 
  
  Sincerely,
  
  Tanekki *****

  Business response

  03/20/2023

  The consumer's response in grossly inaccurate.  While there was no evidence that performing the recall caused any issue, Brandon Ford, as a matter of goodwill, repaired a plastic coolant line on a vehicle with ******* plus miles.  This vehicle was presented to us with significant issues, including a check engine light, CV axle leaks, erratic shifting transmission among other items.  Brandon Ford has no intentions of performing any other repairs to this vehicle.

   

  dm

  Customer response

  03/27/2023

   
  Complaint: 19593305
  
  I am rejecting this response because:

  I'm going to try to keep this email as detailed as possible with date and/or times.

  
  

  I called Brandon Ford in February to schedule an appointment to have my transmission shifter cable replaced. The rep answered the phone and made the appointment for March 8, 2023 at 8:00 a.m. She stated that **** will need to have my car for 1/2 a day.

  Per the recall paperwork **** cars have been getting stuck in gears or between gears and not allowing the transmission to shift appropriately. Causing minor to major damage in the transmission. The car will jerk. ** car doesn't have a dipstick for the transmission. Anything that needed to be added or done to the transmission **** has to perform service. 

  
  

  March 8, 2023, ** husband always checks the fluid levels in the car. It's out of habit because that's what my father and his grandfather taught him to do on a daily basis. Everything was good. We left and arrived at Brandon Ford around 7:30 a.m. I parked in the first handicap parking lot located right in front of the service building. I took my personal items out of my car and I recorded the interior and exterior of my car due to a prior issue with Brandon ford. ** husband and I waited until 8 a.m. and pulled the car into the Quick Lane section and told the rep that I was here for my 8 a.m. appointment for a recall with the transmission shifter cable. Handed my keys to the rep. ** husband and I walked around the **** viewing car while we waited. We were prepared to wait half of the day. In 30 minutes I received a call from a guy in the service department stating my car was done. I stated "Wow, that was fast. The rep stated you needed it for half the day but Okay, if you state you are done." While driving I felt a couple of stutters but didn't think anything of it because it stopped. I drove 7.3 miles with heavy stop and go traffic. It took me about 30 minutes to reach home. I didn't move my car again until I tried to go to ******* which is 2.3 miles away from my home. I saw white smoke come from the hood. I was praying "God please don't allow my car to break down in the middle of moving traffic." ** car was able to make it in the ******* parking lot. As soon as I stopped my car. ** husband got out and lift the hood. And we did our normal check of fluids and saw that the car didn't have any coolant in the reservoir. I walked into ******* and purchased coolant and then I saw some coolant seal and I purchased that. Trying to find a way to get my car back to Brandon Ford because No tow trucks were available that were in the covered network. I poured coolant in the reservoir and it leaked out fast. I visually checked the tube that's connected to the reservoir and it wasn't leaking there. I poured more coolant in the reservoir and I heard it leaking towards the middle of my car closer to the driver side. It ran out fast again 1 or 2 minutes and it was completely empty. We called **** and made them aware of this issue because we didn't have anything wrong with the coolant at all and Brandon Ford was the last person who touched my car. We left that car at ******* and walked home. And it sat there until we were able to get a tow truck. The tow truck came and dropped the car off at Brandon Ford.

  
  

  March 9, 2023, I contacted the BBB informing them of the issues with my car.

  
  

  March 13, 2023, The tow truck arrived at Brandon. They called to let me know they received the car and stated I would have to pay $159 or $169 for a diagnostic check. I told the **** **** should I have to cover it? I had no coolant issues when I dropped my car off for the recall. Then you all change one piece and I'm coming back with a massive coolant leak and I can't say what other damage that has been done to my car from it overheating. Because the safety message came on the dashboard in red. She stated she was going to have the Supervisor ************************* call me back. ******* called me and asked if the rep had gone over the diagnostic fee. I stated yes but I shouldn't have to cover what your mechanic messed up. You all should perform this free of charge to see what your mechanic damaged. And I explained the entire process above. I told ******* the coolant leak is so severe that the only thing you have to do is pour coolant into the reservoir and you will see the leak immediately. ******* asked where I heard the leak running....I said in the middle towards the driver side of the car. ******* stated he didn't think his mechanic did it because the coolant sits on the passenger side of the car and the transmission shifter cable sits in the middle towards the driver side of the car. I stated I didn't have any issues until your mechanic worked on my car. ******* stated he would call me back once he had inspected the car.

  
  

  March 14, 2023, ******* called back later that day and stated. His mechanic didn't do it and to fix the issue it'll be $367 for parts and labor and it'll be two days. I stated I know your mechanic did it because I didn't have any coolant leak until you all touched my car. I stated your mechanic did a multi point inspection which he checked the levels and its components and he marked the paper in the green. The only thing he stated I would need is a battery replacement. ******* tried to say the part was old and I had leaks coming from the manifold. And I had multiple leaks. I stated that's a lie. ** car was in an accident and they fixed almost 9k of work and my radiator and things were replaced. He stated it looks like the original parts. I stated you all have the parts paperwork from the manufacturer. Why didn't you check your documents because my car was purchased at Brandon Ford. And ************ against the parts number on my car to check to see if it's the original part. Because Brandon collision center stated they did this work and if what you are stating is true this becomes insurance Fraud. Then he stated well it's no way my mechanic did it. What do you want to do? I told him to fix it because this is my only car. I advise him that anything that I have to fix will be entered into a lawsuit. ****** called back at 3:04 p.m. and then 3:06 p.m. he texted back stating to call him once I got the message. I was busy that day. 

  
  

  March 15, 2023 @ 9:16 a.m. I sent ******* a text stating sorry I missed your call, but I tried to call you back this morning. ******* called me back stating that they took the coolant line off the car. (Another mechanic came down to watch the removal of the piece because BBB was contacted). Him and another mechanic (he didn't give name) noticed that my coolant line ran from the passenger side of the car underneath the transmission shifter and the mechanic had to press down on it with his hand and damage the line. He apologized for the inconvenience and stated since it was the mechanic error. They will cover it free of charge. And he was glad that he did a second look.

  
  

  March 16, 2023, ************************* stated the car was done. ** husband took an Uber to Brandon Ford  to pick up the car. ******* handed him the paperwork and walked off. No other paperwork was given. None of the paperwork Brandon Ford has given me states anything they are trying to claim.

  
  

  March 24, 2023, I called **** to get a copy of the diagnostic report. Rep stated she was going to have ************************* call me back. He never did. So, I went to Tire Kingdom to get a diagnostic check performed on my car. (Tired to do it before but no other company would touch my car since it's an issue with Brandon Ford). They ask why I was there and why I needed it done. I explained to the manager everything that happened with Brandon Ford. They will not work on my car or touch anything but they will put it on the computer. I played the gurgling noise on my phone to the mechanic but he couldn't hear it while the car was running. I asked if I could turn it off and he said Yes. And he was able to hear the nose and put on a stethoscope for cars to find out where the noise was coming from. And it was coming from the transmission in the same area **** worked on. The purge valve solenoid was damaged, that's why it's throwing a code. I complained about the clip being broken on the purge valve solenoid in my original complaint. I didn't know he actually damaged it. This purge valve solenoid was replaced a year or two ago. I purchased the part from Brandon Ford and had it replaced. So, although my car has ******* miles on it. ** parts don't. From the overheating of my engine from having no coolant cause other major damages to my engine and transmission. The tires kingdom mechanic gave an estimate of around 10k to fix the car. I asked the mechanic what gets damaged when you don't have coolant in the car. He stated it affects a lot of stuff. I can have minor or major damage and sometimes replaceable damage, Leaks, etc.

  
  

  I went back to Brandon Ford to ask them for a copy of the diagnostic check since **** told BBB they would waive the fee. Rep stated **** never did the diagnostic report. So, they don't know the extent of the damage. Asked where the Supervisor *************************? Rep stated ************************* isn't a supervisor he's an advisor. I asked them why he lied claiming he was the Supervisor. They stated they didn't know but **** is the actual supervisor and Rich supervisor name is ***********************. I stated when I called and had a complaint I should've been dealing with the supervisor and not an advisor. They got Rich and I told him everything above. He agreed it was his mechanic's fault but after they fixed the coolant line that's it. They replaced the part that the mechanic damaged but do not want to fix the damage from not having coolant in your car and pressure is building up in the engine and transmission. I asked why ************************* handled this issue when he's not a supervisor. And nowhere Brandon Ford records state had these issues prior to coming and dropping off my car. The multi point inspection that was done when I dropped my car off and none of these issues occurred. All of this came after the coolant line damage. **** tried to lie and state a diagnostic test was done on my car because he was there briefly. I stated that's a lie your rep just told me it wasn't done. Then **** looked at me like oh well. I told **** do you realize 10k in repairs is over the value of my car. Not to mention upon picking up my car Brandon Ford just threw my car back together again. They overfill the coolant, didn't put the parts back together appropriately, and the clip is still broken. Each time my car goes in it comes back with other issues. I showed Rich the pictures and videos. **** advised me to seek legal counsel and walked off. The BBB report was signed by the DM, but it's no management in the service area initials. So, anything coming from the DM is hearsay. I went to the car sales building and they informed me that the two buildings sit on the same property but they're independent. Each building has a different owner and employees.  

  
  

  In the BBB response DM states that I have a lot of issues with my car: leaks, erratic transmission shifting, engine light on etc. However, my car did have erratic transmission shifting issues but that is what the recall was for and leaks came from their mechanic damaging my coolant line and everything overheating. So, yes by the time my car came back to Brandon Ford the check engine light was on because I broke down. I just don't understand everytime BBB gets contacted by Brandon Ford they state different issues but didn't bother to document their system or the records handed to me. And they know this is an issue caused by their mechanic. Their problem is Brandon Ford doesn't want to cover the damage from the car overheating with no Coolant because it's ridiculously expensive. I have engine and transmission issues caused by a negligent mechanic

  
  
  Sincerely,
  
  Tanekki *****

  Business response

  03/27/2023

  Clearly the consumer's vehicle has a multitude of mechanical issues that are entirely unrelated to performing a recall. The consumer acknowledged some of these concerns in her initial complaint.  Brandon Ford has already repaired a coolant leak as a matter of goodwill.  Having reviewed all of the attachments provided by the consumer, there isn't any relevant new information that changes our position.  The assertion that Brandon Ford owes this consumer anything else is unreasonable and without any factual basis.  

   

   

  dm

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Bronco Sport that I purchased from Brandon Ford. On 12/31/22 my battery completely died. I had it towed to Brandon Ford to replace my battery since it was under warranty. They gave me a fully loaded, very expensive loaner vehicle from the lot and informed me my ********************* does not cover it so **************** that happens to it is my financial responsibility. Although I didnt think this was right I needed a car. Despite having the loaner, Ive been driving my mothers car because I dont want to be financially responsible for this brand new and expensive vehicle they loaned me. However I had no idea I would be calling every week for almost 6 weeks for zero answers about my car. The service specialist (******) literally gave me a version of I dont know every single time I called. The customer care line was also zero help. I finally spoke with a manager today who basically said **** doesnt want to pay for a new battery from any other company besides the one who is back ordered that Ive been waiting on since 12/31 and no answer for when it will be in stock. Since then I have also received a safety recall notice that they also cant fix while my car has been sitting there in their possession. I have gotten zero help. I bought this car thinking it had this warranty for my protection that hasnt protected me at all. I have no vehicle from **** unless I want to risk someone damaging their brand new F-150 loaner. I have no feedback on when I will get a battery. I have been making car payments and insurance payments and even a renewed registration for a car I dont have possession of. Not a single employee at Brandon Ford or the customer care call center has been any help to me. All of this over a simple car battery they are supposed to cover!!!

  Business response

  02/09/2023

  While the battery remains on backorder, the service manager at Brandon Ford, with the assistance of ************** was able to source a replacement battery for this customer.  The battery has been installed and the repairs are complete.

   

  dm

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 **** Bronco at Brandon Ford on 7/10/2022. I paid $45,292. I was financed at Brandon Ford so I returned there recently with the following recall notice. The recall stating, "On your vehicle there is a possibility that a fuel injector may crack, which may result in fuel accumulating on top of the engine.. resulting in an under-hood fire, increasing risk of injury". I requested to negotiate with the *********************** sales rep, to transition into a newer Bronco in which they requested I apply for a new loan $48,000. Service Manager **** states parts to fix recall are not available. I have not been offered a loaner vehicle. **** Manufacturer has notified today that although the Bronco is eligible for a buyback they have turned it down since there are "a number of warranty repairs" due to the recalls. I am driving an unsafe vehicle, **** Manufacturer is not accepting the buyback, Brandon Ford is unable to help me transition into a new car without reapplying for a loan in which I applied for in June to assist with this situation.

  Business response

  01/25/2023

  Brandon Ford has been in regular contact with this consumer regarding this outstanding recall.  The consumer is correct in their assertion that in order to trade this vehicle, it would require a conventional transaction that would result in a new loan.  It is also accurate that **** indicated that parts are not available but would be available by the end of Q1 2023.  While we have a great deal of empathy for the consumer, Brandon Ford has no ability to influence the manufacturer in getting the parts sooner or agreeing to a buyback.  We are committed to informing the consumer at the earliest possible time when we receive new information regarding this recall. 

   

  dm

  Customer response

  01/26/2023

   
  Complaint: 18886029
  
  I am rejecting this response because:

  If Brandon Ford's regular contact with consumer regarding recall for under-hood fire is via mail, this is unacceptable.

  This outstanding recall along with other recalls on the vehicle were not disclosed to me at time of purchase nor was the Carfax report which I just received from *********************** (who sold Bronco). 

  On the day of the purchase, the Bronco had been picked out by consumer prior to arrival. Bronco was backed into parking spot, test drove vehicle and parked. Walked inside to sales, purchased vehicle. Vehicle was moved and backed into another area on lot. Consumer pulled out of the spot and drove off lot. It was not until the next morning consumer pulled out of driveway in reverse and discovered the brakes were defective. I immediately notified ****** and have built a known relationship with the ***************** due to this issue. The brake recall parts were "replaced" yet consumer continues to have issues with brakes. 

  The consumer is correct in their assertion that in order to trade this vehicle, it would require a conventional transaction: Brandon Ford offered $25,000 for my Bronco, I do not understand why the deduction of that cost ($25,000) from a new loan could be performed. **** only seeks to reap the benefit of continuing to collect interest on yet another loan with said empathy to assist consumer. 

  Consumer was sold a vehicle that has a safety recall that is at risk for developing an under-hood fire. No empathy for customer safety.  

  It is inaccurate to say that **** has notified consumer of part available by the end of Q1 2023 as seen in the attached response from Rich, the service manager at Brandon Ford. 

  Brandon Ford has no ability stand behind the manufacturer in having the ability to buyback unsafe vehicles in which they continue to sell without communication to consumers, most importantly including risks involved when purchasing the 2021 1.5 **** Bronco. Therefore, there is no commitment to appropriately inform consumer nor is consumer confident that repair will fix issue as consumer continues to deal with previous recall issues. Consumer must take measures to utilize the assistance of the Better Business Bureau to advocate for her, and her family's safety as **** personnel such as ***********************, claim to empathize with said consumer who would have purchased the 2.0 Bronco if she had known the 1.5 had many issues/recalls. 

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

  Business response

  02/06/2023

  ********** Co, not Brandon Ford, issues recalls.  Parts availability is determined by the manufacturer, not Brandon Ford.  We are happy to discuss trading the customer out of her vehicle, as we have already engaged in that conversation.  We have no control over ********** Company's lack of willingness to consider a vehicle buy back.  The customer may want to consider reengaging with **** to discuss other options.  

   

  dm

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was lied to. I was told my oil was dark yet I changed it the day before taking into dealership. Didnt drive anywhere after changing it except to dealer ship. Dealership was only 3 miles away. Also in my diagnostic inspection they checked all the marks. My tail light was out yet they checked it as good. I confronted them. The main technician guy at the booth was mean and basically told me to deal with it. When I talked to manager ***************** he said, his employees are only human. Yet a check list is supposed to avoid mistakes. Im a technician and I know poor quality of work, low standards, and managers covering up for employees. They made me pay full price, but did not get full service. I do not trust what they did. There for I wonder why I wasnt refunded. I was just given a light bulb. No one was accountable or reasonable. I feel I should be refunded the money since I cant trust what WASNT done.

  Business response

  12/21/2022

  The consumer was provided a bulb at no charge. Additionally, we offered to install it, but the consumer declined.  Brandon Ford provided a service at the request of the consumer to diagnose a burning smell and a check engine light.  Brandon Ford accurately performed this service and provided the consumer the diagnosis as agreed.  It is entirely unreasonable that the consumer be refunded for effective services rendered.  

   

  dm

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was in the care of Brandon Collision (B.C.) from 4/10/22-6/14/22 for auto accident repairs. On 5/11 I was told by B.C. that the repairs were almost done and that they were waiting on 1 part. On 5/18 I called again to check on the status of my vehicle and asked for the part number for the missing item so that I could assist them with locating the part. I received the run around from ****** who was in charge of my file for the repair process. On 5/31 I requested to have another manager involved at B.C. and I finally received the part number. On 6/1 I found the allegedly backordered part at ***************** Jeep Dodge Ram (C.C.J.D.R.), located 0.5 miles from B.C., and they had been in stock since 5/7. Due to the lack of customer care at B.C. I had to leave my job in *****, drive to C.C.J.D.R. pay $121.00 out of pocket (which was later reimbursed to me by *****), and drop the part off at B.C. At that time I was informed by ****** that dealerships were refusing to sell parts to collision shops because collision and repair shops pay at cost and regular customers pay market rate, and that this has been the case for over a year now. As a customer I told him that I should've been given that information closer to a month ago so that I could have made the decision to pay $121 for a $70 part versus $1594.37 that I paid in rental car fees from 5/11 to 6/14. I emailed B.C. facility manager **** Middlebrroke on 7/11 and after multiple emails of "My manager is looking into it" no resolution has been made. I also emailed *****************************, the facility director, and received no response. I paid $800 for my deductible ($1000 - $200 for my inconvenience) to B.C., but I would like to be reimbursed the $1594.37 for unnecessary rental car fees from 5/11 when I first requested the part number to 6/14 when I picked up my vehicle.

  Business response

  09/23/2022

  The consumer was successful in sourcing the part, although, we have no way of confirming how long the part was available in another dealer's inventory.  We did, however, order the part and was informed that it had a backorder status.  Regardless of these facts, all customers acknowledge that Brandon Ford does not provide, nor is responsible for replacement vehicle (transportation) costs.  Please see attached for review.

   

  dm

  Customer response

  10/04/2022

   
  Complaint: 17923665
  
  I am rejecting this response because: When I was notified of the backorder delay I requested the part number multiple times to expedite the process of my vehicle repair. My issue is the delay and run around that I was given just to receive a part number. There is no clause on that document stating that I would be denied or not given a part number upon request. The fact that I was able to find the part less than 24 hours after getting the part number further displays the company's neglect of customer service. 
  
  Sincerely,
  
  DeVon DeLoach 

  Business response

  10/06/2022

  As previously stated, we do not provide rental reimbursement for collision repairs.  The customer signed acknowledgement of that at the time of vehicle drop off.  The reduction in deductible collected was a goodwill gesture and no additional financial consideration will be provided.

   

  dm

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased A 2016 Ford explorer used in January 2019 from the dealership. At that time I purchased a Premium warranty package at full cost that was good for 5 years or 100k miles. The terms on the agreement indicate that my vehicle( due to NOT being new with 0 miles) is to be listed as used with warranty starting at purchase date/current milage. When the package was completed it was listed incorrectly and put listed incorrectly and put in a new vechile contract. This resulted in the start date of the warranty the going into effect years before myself or Brandon Ford own the vehicle. Almost 2 months now they have had my vehicle due to failure of the AC compressor. They continue to indicate my warranty is expired therefore the repair is not covered under my warranty package. I have spoken with the service managers the sales managers and the finance department, Referring them back to the terms of the actual agreement that are listed on the back of the contract. My vehicle clearly cannot be listed as new since the contract indicated it had 34000 miles and it was 2019( vechile production date was 2015). I was told to contact the Ford district motor company and who handles the actual warranty through Ford I was unable to get any resolution through either of them and was referred back to the dealer. At the time I brought the ve.hicle to the dealership for the AC compressor repair that would be covered under my premium warranty it was been approx 4.5 years since I purchased it and about 78k miles, Which clearly would result in it being covered under the warranty that I purchased at full price in 2019 from Brandon Ford.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/17) */ The contract that was sold to the customer is, in fact, the proper contract and the proper length of term. Additionally, the customer received a copy of this contract which clearly identifies coverage and term. However, in the interest of satisfying an existing Brandon Ford customer, we have agreed to perform the customer's repairs at no charge as a gesture of goodwill. Brandon Ford considers this matter resolved and the customer has acknowledged this. dm

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about May 13 2022. I took my 2017 Ford mustang in for service. One issue was the windshield washer not fully spraying. I was told the washer motor and jet would need to be replaced. I paid to have them replaced They still have not work correctly same issue. I scheduled an appointment to bring it back in as well as for an oil change. The Quick lube department blew air through the line to remove a blocked line, and believes it needs to be fully cleaned out. I reported this to the service advisor Marty who refused to remedy the situation of charging me for service and product not needed. I asked to speak with the service manager. The woman claiming to be the service manager was extremely rude, and later after speaking with GM the service managers were both gone for the day. The individual I spoke with falsely claimed to be the SM. I am seeking a full refund for services never rendered.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/03) */ The client was here on 5/5/22 with a repair needed for wiper washer system inop and maintenence. That concern was addressed and repaired. He came back in 2 1/2 months later for routine maintenance and indicated the washer was not spraying fluid. Upon inspection, it was determined the hose just had developed a clog in the line. It was cleared out no charge for the client and was working properly. We do not feel the repairs were made erroneously and feel it was all a proper and solid repair.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After allowing me to order under X-plan pricing and waiting 9 months for delivery, Brandon Ford refused to 1) honor x-plan pricing at time of order 2) honor PCO (cash rebate) sent to me by Ford 3) honor financing available at time of order (F&I person showed I was eligible for financing on smart vincent system) 4) lowballed my trade. This ALL from the sales manager, Brooksye H., who also said "I marked your truck up $5K and put on the lot for sale". Shame on Dan J. who perpetuated this lie to get me to the point of walking away. Their customs shop also screwed up waiting to order my lift parts to the point where they all were not available when my truck arrived at the dealership. I truly believe my order and situation was manipulated to the point where I would walk away so they would then have a unit of inventory to sell at above MSRP and make more money.

  Business response

  08/26/2022

  Consumer Response /* (3000, 9, 2022/07/29) */ See attached docs of support to my claim Business Response /* (1000, 13, 2022/08/10) */ "This review is willfully inaccurate. 1. Brandon Ford honored X-plan pricing for the consumer, which is tightly monitored and regulated by Ford Motor Company. The customer however, was attempting to negotiate beyond the x-plan pricing which is in violation of the program rules. Per this program, any price protection or customer incentive must be given to customers, and also must be penny perfect based on the x plan parameters. We offered to claim these protections as they were generated. The customer initially accepted these terms, but later declined once in the finance office. 2. Brandon Ford offered all qualifying incentives, including the active conditional offers. Regarding the expired offers, we offered to submit a case on the customer's behalf to help process getting them claimed if they were indeed eligible. That decision is ultimately left to Ford. The customer rejected this offer, and asked us to combine active conditional incentives, expired conditional offers, as well as financing incentives that Ford never offered to this specific consumer. We can absolutely state that every incentive that the customer qualified for was passed ** to the consumer. 3. The consumer was verbally abusive to multiple members of our staff. Additionally, the consumer repeatedly used foul language and profanities in the presence of other customers including women and children. 4. Ultimately, we held the vehicle the consumer ordered for 3 times longer than our standard practice while trying to complete a deal. We were reasonable, offered X-plan, and tried to accommodate the consumer's demands. While it is very rare for us to hold this opinion, We are thankful that we didn't enter in to a transaction with this consumer and have no desire to do so in the future. dm Consumer Response /* (3000, 15, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate the Brandon Ford's response, it is laced with inaccuracies to make them appear faultless with one exception, I did raise my voice and use inappropriate language. This is the culmination of the dealer's gross mishandling of my vehicle order, custom parts order and delivery process. Yes, I raised my voice to the desk sales manager and the floor sales manager who was also my original sales person. Mr. (dm), Did the floor sales manager mention I apologized the same day? Did he also mention that I gave him a restaurant gift certificate at Christmas? Did he also mention that my father bought a vehicle from Brandon Ford 2 months prior because I sent him there? These aren't behaviors of the bad person you portray me to be. I will address all the items Brandon Ford included in their response to my review: 1. Brandon Ford did not honor X-plan pricing or price protection. Further, I did not attempt to negotiate beyond the X-plan pricing. Ford protects the vehicle price at time of order. The vehicle price on the deal summary sheet presented to me at delivery was approximately $1000 higher than the X-plan price on the order summary sheet generated by Brandon Ford at the time of order. The X-plan prices on these two documents should be identical. When I questioned the sales staff as to why the X-plan price increased, the response was "it just is". The strict X-plan rules referred to require the dealer to provide me with an AXZD Plan Pricing Agreement and copy of the invoice so that X-plan pricing can be verified, which Brandon Ford failed to do. The transparency required by the X-plan rules was not followed by Brandon Ford. 2. Brandon Ford did not offer all qualifying incentives. Ford policy, which can be found on the Ford website and videos available from other dealers, clearly states that the customer can choose the incentives available at time of order or available at the sale date. These options can be seen on the Smart Vincent system. Brandon Ford failed to provide this choice. The desk sales manager did, in fact, apply one $2000 rebate offer available on the sale date, but neglected to mention that there was another $1000 bonus I was eligible for. Why? My call to Ford marketing confirmed availability of these offers. I was more interested in the incentives at time of order which included the $1000 bonus and 0% financing. These options should have been clearly presented to me while working out the deal with the sales staff. Brandon Ford states that the 0% financing was not available however, this was a publicly advertised (TV) offer when I ordered, and after asking the finance person to show me the Smart Vincent screen, both the $1000 bonus and 0% financing at time of order were there. I did make an error requesting the $2000 rebate in addition to the time of order incentives ($1000 and 0%) and the response was no. There was no counter offer, the vehicle price was higher and the value on my trade was $1500+ below where it should have been. I felt that I was being manipulated, misled and ended the conversation in the finance office. That evening, I sent an email with my suggested counter offers using incentives at time of order and incentives at sale date. When I returned to the dealer the next morning to discuss, the desk sales manager refused to entertain either and insisted the only deal available was the one presented the prior day that excluded the $1000 bonus, lowballed my trade-in, contained a higher price than X-plan and which forced me into a much higher financing interest rate. Brandon Ford did offer to open a case with Ford about an expired incentive. My suggested counter offers did not include the aforementioned incentive by intent to help simplify what became more complicated than it should have been. 3. The statement by Brandon Ford that they held the vehicle for three times longer than standard practice is completely false. The Buyer's Order I signed on 10/4/21 documents a hold period of 72 hours (3 days) unless otherwise noted and signed off by a manager. Simple math says three times 3 days equals 9 days. I was notified that my order had arrived on Thursday 7/14/22. I came to the dealership on Saturday 7/15 to take delivery (within 3 days). The custom parts department neglected to order the parts in time and the parts quote was incorrect, so the floor sales manager suggested they correct that on Monday 7/18 before we continued with the deal and I agreed (noted and signed off by a manager). I returned to the dealership on Tuesday 7/19 to take delivery. I was there within the original 3 days and the floor sales manager extended the time to get the custom parts corrected. Overall, there were 5 calendar days involved which is much shorter than 9 days - three times the standard practice. I would also like to add that Brandon Ford sat on my order specs for one week+ before actually entering my order. I had to make several requests to receive a copy of the order sheet that documented my order. Multiple requests were made for assurances about pricing and incentives over 9 months with only vague verbal responses. The accessories department failed to order the suspension parts in advance so that they would be on-hand for installation at delivery. Because of this error, I would have to spend about $2500 more for an interim solution. There was absolutely no attempt by Brandon Ford to rectify this. Instead of offering options for a solution, repeated suggestions from sales staff were made to me during delivery conversations to simply refuse delivery. Brandon Ford states that they have no desire to enter into a transaction. That is unfortunate as I have been a loyal Brandon Ford service customer for six years. In that time, I have spent several thousand dollars and my service experience has always been positive. I have owned my mistakes and Brandon Ford should do the same. I have already ordered a new Ford vehicle from another dealer who was able to provide the order sheet on the same day as my order, who completed the AXZD Plan Pricing Agreement in my presence, who provided documented X-plan pricing, price protection and incentives. That said, the truck I ordered from Brandon Ford has been sitting in their inventory for 30 days now. I would consider a purchase following one of the two counter offers I supplied. Note that I have supplied documentation supporting my claim to the BBB, including but not limited to, Buyer's Order, X-plan rules, blank AXZD Plan Pricing Agreement, email communications and Ford website screen shot showing incentive choice policy.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brandon Collision was contracted by Geico to make repairs to my car. From an accident of no fault of my own. To my understanding I should have some kind of warranty from the repair company. My first complaint is they had my car for 60 days, which is unacceptable. My second complaint is my car has not been repaired properly. I took my vehicle back to the repair shop, after noticing the trim around my right passenger door window was peeling. This is also the same side as the damage. I took my car back to the repair shop In Jan 2022, where apparently they tried to reseal it, but the sealant was not strong enough to hold. I was told they will order a new part, and contact me to have it repaired, when the part came in. Here it is, Almost July, and I have not been called back to have my vehicle fixed. I'm ****** off at this point, and it needs to be repaired ASAP.

  Business response

  08/01/2022

  Business Response /* (1000, 7, 2022/07/14) */ We spoke to the customer and advised that parts are still on backorder. Further, customer indicated the another molding was peeling as well. We told the customer that we are willing to replace that molding too. Parts are ordered and customer will be notified once parts are available. dm

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DANIEL W. IS THE CONTACT HERE I took my vehicle to Brandon ford on Monday 4-18-2022 to get the radio fixed, which they called me a week prior and told me they had the parts ready , from the start this was messy!! they told me to pay ahead of time for the part and that it was non refundable! 2 weeks later I received no calls to bring my vehicle in.... I called on Saturday 4-16-2022 I was informed they had the part ready and to bring mty vehicle in... I took the vehicle in on Monday 4-18-22 at 9am, the vehicle sat until 5pm, at which received a text from Daniel that the vehicle was finished!! to my surprised they repair some light and not the radio backup camera that paid for!!! and was trying to charge $149 for repairs that I did not authorized, we agreed two weeks before that im only getting my radio and backup camera fixed... this was a messy process, they did not communicate,ALSO IN THE TEXT DANIEL SENT ME AT THE END OF THE DAY HE STATED THE PART WAS ON BACKORDER, WHICH HE COULD HAVE TOLD ME AT 9AM!! BUT ITS NOT ON " BACKORDER" I BELIEVE ITS ON " NOT ORDERED" THEY DROPPED THE BALL HERE AND THINK THEY CAN JUST WALK AWAY INTO THE SUNSET... I left the car on location so they can figure it out and get my car repaired I was lied to and they had me sit in the store for over 12 hours even tho I had a 10:30am appointment... I was lied to!! and no communication!! I doubt they even knew what I was there for.. very sad !! im very dissapointed in BRANDON FORD... CUSTOMER SERVICE WAS VERY POOR!!! I may have made a lot of typo here but im typing angry... I NEED THIS SITUATION FIXED ASAP... I WASTED A WHOLE DAY OF WORK FOR NO REASON, I NEED MY MUSTANG REPAIRED IMMEDIATELY OR I NEED A FULL REFUND ASAP, AND IM NOT PAYING FOR THE UNAUTHORIZED WORK THEY DID... THAT IS NOT WHAT I ASKED FOR

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/04/27) */ While Brandon Ford doesn't entirely agree with the assertions made by the consumer, we will refund her for the prepaid part and diagnosis. Furthermore, the consumer did not pay for the mirror repair and is therefore not entitled to a refund for that portion. Brandon Ford has left a message for the consumer and is awaiting a response. dm Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not authorize anyone to work on anything but the U-pin connector!! If they do not refund the full amount for everything!! We will do a charge back!! Ford is very unprofessional !! Worst dealership service ever received, they are not remorseful or customer focused!! Don't disagree with the customer when you failed to perform the appropriate work requested we ask for one service l!! We talked about the lamp, we did not ask for it to repaired ... the screen is all we wanted fix and it was marked on the work order !! The guy crossed out the lamp!! So they did not communicate with each other and did the wrong thing!!! You can undo your work!! BUT WE NEED A FULL REFUND OR WE WILL DO A CHARGE BACK FOR UNAUTHORIZED WITHDRAWALS AND FRAUDULENT TRANSACTIONS

*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. ↩