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Complaint Details
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Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I got a 2017 Ford escape from Ford of Dalton and they said it had a 3 month 3000 mile warranty on it and it messed up on the last day after they had closed for the weekend so they said yes it messed up during the warranty but it wasn't covered by the warranty because I couldn't report it before midnight on that day because they closed at 6 pm and and it messed up at 8 pm so I couldn't report it before midnight so they told me it's my problem to fix the transmission not going into gearBusiness response
06/14/2023
Hello,
Mr. ***** did reach out to us on 5/22/23. He did not call the service department, he reached out to the sales consultant, Jonathan R**, who sold him the Escape. He advised that he had an issue with the vehicle, after hours on 5/20/23, which was the end of the warranty period. Jonathan advised Mr. ***** that he wasn't sure if there was a grace period. Jonathan asked Mr. ***** if he had called the number on his paperwork to file a claim because the hotline was 24 hours. Mr. ***** advised he did not call the hotline to start a claim. Jonathan spoke with myself and Ezequiel F***** which is the Finance Manager that completed Mr. *****’s financial paperwork to verify if there would be a grace period. Ezequiel advised Jonathan that he was unaware of any grace period. I advised Jonathan that there is a specific mileage/date expiration on his contract and that it would more than likely not be covered if he did not start a claim but for him to bring it in for us to look at. Jonathan related that to Mr. ***** but he declined to bring it in and stated "it was our fault for being closed and he did not want to do any more business with Ford of Dalton". The 3 month warranty is a no charge warranty which Ford of Dalton provides to the customer through Allstate at no charge to the customer. This vehicle was also sold as a wholesale vehicle and was not part of our normal pre owned inventory. We are upfront on these vehicles and have a special form in the vehicle along with the Carfax. A customer must read and sign this form in order to buy the vehicle. Please see the attached form.
Victor Y******
Customer response
06/14/2023
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. Allstate doesn't have a 24 hour claim department they only work Monday thru Friday 8am to 8pm and yeah I will never do business with Ford of Dalton again and I will tell people about the kinda service I have gotten from Ford of Dalton and the transmission has to be completely rebuilt because it was never serviced like it suppose to be or like I was told it bing serviced Before I picked the car up when I got it
Sincerely,
***** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.