ComplaintsforWindward Ford

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vehicle from them. They gave a warranty plus I bought extra coverage through the dealership. **** coverage made it so I could only use them for repairs. The vehicle broke down. The warranty company had them replace the engine. They kept my vehicle for 7 months. Then finally they call and say it's ready and that I have a balance of $2400. The warranty should have covered. So this is a charge that Windward Ford is charging me extra. They never provided me with a written estimate as required by law in the state of Hawaii before any repairs are made. Nor did I ever wave that right. Now they have threatened to park my car off their property and have it towed or they will charge me a storage fee, nevermind the fact that they had my car on their lot for 7 months. This is the threat they made when I refused to pay. And please, let's keep in mind, they failed to provide me with a written estimate as required by LAW PRIOR to making any repairs on my vehicle. I'm pretty sure this is the exact reason this law was put in affect, to keep the mechanics honest. I want my vehicle returned to me immediately. And they will have to figure out how to fix their mistake on their own. I do not owe them any money.

  Customer response

  01/27/2024

  The business reconsidered their stance and waived all the charges they were trying to charge me. My vehicle was returned and repaired. I'm satisfied with this outcome.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my truck off at Windward for for service. They said it was to change the *** on my Truck 2015 **** F-350 King ****** I was waiting for them to reach out to me about when my truck would be finished. I called them to ask what was going on and they said sorry we didnt know how to tell you but your truck fell off of the lift and rolled into another truck causing damages. I said ok I went down to check and there was multiple issues. I asked for Video which **** couldnt provide. I was told my Truck was left up on the lift after hours which is against policy. There estimater came and looked at the Truck and said the back bumper was the only damaged caused but it wasnt. My front bumper and grill was damaged the bed isnt straight. My frame was scrapped the bracket around my gas tank was damaged and other multiple issues that were on my truck that wasnt there when I took it in. I asked for the walk around slip and noticed they circled only to blemishes none of which were the other damaged cause to my truck. Their insurance said they would only fix the back bumper seeing is without video they feel is the only damages that would be caused. I talked to the general manager and he told me my oil pans were changed. I asked why my oil pans were changed and he told me because it was damaged falling off the lift which is totally different from what the maintenance manager told me it was one time use. My truck wasnt even in service for the oil pan. Their insurance doesnt want to make it right and the General manager at **** promised they would fix it which they havent. I dont know what else to do its been months and I just wanted my truck fixed to the condition I took it in. I also got a rental while my Truck was stuck their and once they fix the part that my truck was in service for they told me to pick it up. I asked if the rest was fixed they said no and demanded I come back with The rental or they would call the cops and tow my truck onto the road. Please Help

  Business response

  09/12/2022

  The truck in question is being handled by our insurance company. Any further communication should be between the customer and our insurance company.

  Customer response

  09/13/2022

   
  Complaint: 17795964
  
  I am rejecting this response because: I tried to deal with the insurance but they are claiming only damages they should pay for. They do not want to accept all damages caused in Windward Fords lot. They have the walk around form of damages before the truck was worked on. I know the damages I am claiming were not there before and the walk around paper proves it. Windward Fords insurance is saying they want to pay what they want to not what is necessary for the damages caused by Windward Fords lack of good business habits. The general manager stated he would make sure the job was completely finished and gave me his word. He should be helping me since the general manager truly knows they were the ones who caused the damages. I have brought business to this lot and now I know the terrible things they will do to customers I will let everyone know. I hope Windward Ford will do whats right in helping me get this finished. It has been almost 6 months and this truck I use for work but I have not driven it because of these issues. This whole problem would be over with but they are making it worse.
  
  Sincerely,
  
  ***************************

  Business response

  09/29/2022

  An insurance claim was submitted. This is a matter between the complainant and the insurance company. Thank you

  Customer response

  10/05/2022

   
  Complaint: 17795964
  
  I am rejecting this response because:The ** said he would make sure the insurance would take care of ever damage caused on Fords lot. The insurance is claiming things are being added to the claim but the damages that are recorded by the shop are ones that are not documented on the walk around paper they have on file! The insurance is trying to do the least to not have to pay for all the damages caused. I have spoken to him multiple times and always response with dont worry Ill call them and nothing happens. This is unfair treatment for something a company has caused. This should have been taken care of knowing they caused it. He admitted to damages that happened to the truck that their insurance doesnt want to fix. He even admitted to fixing parts on the truck and throwing away the original parts knowing it would show fault in the incident. The truck is not in the condition I took it in indicated by the walk around they did. They do not have video evidence which shows lack of being a professional business handling million of dollars in assets. The ** needs to stand by his word and have the insurance fix everything wrong with the truck. They are making it seem like it is my fault when the accident happened on their lot. He should be ashamed of the business he is doing knowing a customer is treated this way. I hope he does whats right and gets the job done. He needs to stop putting it off on someone and do whats right.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 4th of August we realized there It was an oil under my car of my Bronco Sport badlands I had bought about a year and a 1/2 ago But didn't know if it was from my Bronco because of it was parked on the street so continued to drive it on the the morning of the 5th.I found oil under my car and knew it was mine. Something told me to open the hood not to start Itand when I did the oil cap Was flipped over inside where it should have went and there was oil all over my engine I had drove my vehicle like this for 2 days moving. I called forward where I bought it and they told me to call for roadside assistanceI called Forward where I bought it and they told me to call for roadside assistanceI waited forever for a tow truck after the 1st one canceled they had to send me a different Is tow truck. I took it to the floor dealer and explained them what happened. I told them that I drove my car that way for 2 days I didn't know how much damage there was and no one would because it was speeding oil all over the place which should have been in the engine. I told them they should be lucky that it didn't catch fire like that some of the other Broncos have or the engine didn't seize up because of the oil loss. After waiting I was sent to enterprise to get a rent a car was told I'd have to pay the difference was given a car that was dirty stained everywhere and stunk. Only to be told Monday morning that they filled my oil we're gonna send my car for the engine to be detailed shop and they were going to give me my car back because There was no damage. I asked them how would they know because you don't know the extent until you drive it for a period of time. And then I felt that I felt no longer safe driving my car because they couldn't tell me what caused itThen they proceed to ask me what I had done if anyone have been under my My engine after I tried to get an oil change appointment July 1st And now the corporate **** filed buy backpaperwork windward ford no longer answers

  Business response

  09/07/2022

  On 08/05/2022 the customer brought her vehicle in for an oil leak. Upon inspection the technician found oil cap off loose in engine bay. There was oil spray in engine compartment. Checked engine oil level and fluid was 1/2 quart low. We topped off the engine oil level added 1/2 quart and verified the oil was at correct level. Verified no other concerns are present. No further concerns found. Detailed engine compartment and vehicle. The repair was completed on 08/12/22. The vehicle was towed from our dealership at the customer's request on 8/25/2022. Customer has been provided a rental during the repair process. Customer then escalated the request and to have her vehicle as a buy back. **** Reacquired Vehicle team has taken over. Rental and repair order was closed out. The customer is awaiting the decision from RAV team. 

  Customer response

  05/11/2023

  ****************** Bought vehicle  back according to the Hawaii lemon law
  

  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle that broke down before I had driven **** miles the warranty they gave doesnt cover it. the shop I took it too said part of damage was due to them overfilling with oil. I know I signed a document stating as is but due to Covid I bought site unseen and DocuSigned everything they told me it was in good running condition with ac I received a vehicle with trim electrical taped on broken ac and broken locks I payed them ****** plus taxes fees shipping around ****** the first week of June it took almost two months to receive the vehicle. I immediately started having issues with it eventually breaking down in October neither the service department or sales will help me I feel like they stole my money and gave me something broken please help

  Business response

  12/17/2021

  We received information from the customer regarding an engine concern. We were told the vehicle was taken to an independent shop. Where a diagnosis was performed. Diagnosis was then sent to the third party warranty and failed components were not covered. Customer authorized the repair. Upon completion customer contacted us and sent repair invoice. Upon further investigation, and contact with the independent repair shop, the discrepancies were not communicated properly. Upon investigation, the injector was replaced and not disclosed on the repair order. Upon communication with the independent shop, the reason for the injector replacement was not provided. There were also other components replaced for missfire concern, which were replaced first. After repair it was noted that the engine oil was overfilled by four quarts which was likely caused by the stuck injector. There was a compression test and base engine test done and Independent shop says passed. The vehicle was purchased as is and customer has put **** mile on the vehicle. Had the vehicle been overfilled by four quarts there is no way the customer would have been able to put **** miles and not notice a severe white smoke blowing from the tailpipe. The vehicle would have burned the oil before it caused a leaking valve cover which is what the customer is claiming. 

  Customer response

  12/24/2021

   
  Complaint: 16352304
  
  I am rejecting this response because: JR is addressing the issue with the oil being overfilled. I took my vehicle to a third-party shop because Windward Ford shipped the vehicle to me due to the fact I live on a different island. If I had the capability to take the vehicle to windward, I would have. In fact, I would have never bought it if I lived on the same island and had a chance to test drive and thoroughly inspect the vehicle. The issues I have with the business on top of the lack of professionalism in their service center also includes dishonesty both in service and sales. the lack of accountability for any work they have done to the vehicle, and they have just been extremely disrespectful. 

  I live on Maui and during the pandemic all the dealerships, *********** everything sold out of vehicles. It was getting very difficult to find a van for my family. Windward Ford had a van posted in excellent condition low miles cold ac etcetera. i contacted them working with ****** in the sales department. i explained our situation and how we needed a minivan but do to the pandemic couldn't test drive it and would have to rely sole on their word as an honest certified dealer that the vehicle was in excellent working condition with a working air conditioner. after several conversations he assured me that it would be a great fit for my family. ****** later contacted me informing me that the vehicle had small scratches and a small dent on the exterior and the locks weren't working properly. we accepted the fact it would have some small scratches on the exterior, and he explained that they couldn't sell us a vehicle with broken locks. with the intensity of the pandemic on our ports the vehicle would take about two months to ship over to us. Plenty of time to fix the locks we were promised. so, we went ahead with the deal. we cut them a check. and a few weeks later I got a video of ****** opening and shutting the doors with the key fob. upon receiving the vehicle, we observed the window trim was being held on with electric tape. the air conditioner doesn't work. and the back passenger door doesn't lock, not even manually. As far as driving the vehicle was concerned, it would shake when the vehicle was idling. When I called ****** about these issues, he told me some of these things are to be expected with an older vehicle with such high mileage completely contradicting everything both he said to me originally and what the original sales ad said. his suggestion was to drive the vehicle that maybe it was shaky due to the extended amount of time the vehicle sat waiting to be shipped. as far as the locks were concerned, he would talk to management and see what he could do.They did nothing, said unfortunately there was nothing they could do. 

  After driving the vehicle less than **** miles, like JR said, the check engine light came on with a misfire in the fourth cylinder. I took the vehicle to a certified shop that would accept the warranty that windward ford provides. Upon inspection they found that the vehicle needed a valve cover gasket repaired and plugs replaced. After working on the vehicle, they noticed that the vehicle had been overfilled with oil, causing the damage to the vehicle. Windward Ford preformed an oil change before shipping the vehicle and with the lack of completing the task of fixing the locks or attempting to help at all with that issue of course i accepted that this could've been done improperly as well. JR was fast to get back to me at first and i was excited that someone there was taking accountability. however, after i sent JR an email of the details of the shops findings he began deflecting and avoiding me. he would tell me that he tried to communicate with the shop and that they wouldn't respond or reply or call back. yet when i called them, they would pick right up and say they have no idea who JR is and that they had no messages. i even had to physically send the shops number to JR and go as far as asking the shop to call him. which was not their responsibility.

  Windward Ford over filled a vehicle that they serviced with oil, damaging it. Then failed to fix the broken locks as promised. On top of that, they were dishonest about the vehicle driving well and having a working air conditioner. Windward Ford took advantage of me purchasing a vehicle from another island. they took advantage of the pandemic in their own favor knowing I couldn't inspect the vehicle in person. Windward Ford had no professional courtesy to me or anyone working on the vehicle. Windward Ford had me digitally sign an as is agreement and pay them in full for a vehicle I didn't receive for another two months only to find out I had been essentially robbed in that I gave money for something I didn't receive. 
  
  Sincerely,
  
  Jordan Socks

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