ComplaintsforArlington Heights Ford

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 3/25/2024 Included with this complaint is the inspection report detailing the deception.I purchased the **** Transit 350 XLT to transport my dogs to training and dog shows across the country and bought the van with extended warranty. I drove the van to ************** with no problems, but a few weeks later I discovered the horn did not work. Concerned that the car is not safe to drive, I called the dealership. They said the horn worked when I bought the car not to worry; I bought the extended warranty. About a week later while driving to New Lenox the right front tire lost a lot of air pressure in less than a mile. I took the van in to service the horn, and they completed an inspection noting that the tires could blow out because they areactually passenger tires, the engine is from a salvage yard, and there are repairs needed (which is related to the rattle.) I did not have any repairs done or file a claim on the extended warranty because I cannot drive an unsafe car. I was not informed that the engine was a salvage part and was not noted on the Carfax report either. The actual miles on this engine are unknown. Arlington Heights Ford knew I was buying the van to drive across the country with my dogs and sold me a van that was unsafe to even drive off the lot. I was deceived into thinking I was buying a safe vehicle when, in fact, I was not.While not as relevant, but worth noting, the purchase price did not reflect a salvage engine. Other vans advertised similar year and milage are selling for about the same price. One more thing to note is the Carfax states work was done after my purchase but was in their possession. I was not made aware of these repairs.

  Business response

  05/28/2024

  We will make our best effort to resolve the issue.  I have spoken to **** and we are arranging to pick up the van.  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/24/2021 I purchased a 2018 **** Explorer. I was told that the vehicle had a 12month/12,000 **** Gold Star Warranty. Upon taking the vehicle to another dealer for service I was told that there was no warranty.I contacted Arlington Heights by email 7/29/2022, 7/30/2022, 8/03/2022 and 8/8/2022. I spoke to the used car manager by phone 8/08/2022. They keep telling me they are working on fixing the problem. On 8/17/2022 I contacted **** and there still is no warranty.

  Business response

  09/01/2022

  We were told by the ***************************** that it was registered.  We have sent all this information back in to **** as follow up and will communicate with the customer the same.

  Customer response

  09/08/2022

   
  Complaint: 17728971
  
  I am rejecting this response because:

   

  I first contacted Arlington Heights Ford 7/29/2022 because I took my vehicle in for service and was advised by another dealer there was no warranty.  The vehicle was sold to me as warranted. 

  It has taken Arlington Heights Ford almost two months to correct this. The warranty will expire 9/24/2022 and I now have only two weeks to arrange for service.
  

  In my original complaint I requested that the warranty be extended through 3/24/2023.
  
  Sincerely,
  
  ***************************

  Business response

  09/08/2022

  We can arrange to have your vehicle picked up at your home or work and drop off a rental to you so that we are able to get the work done prior to the 24th. Please let us know how soon we can get this arranged. 

  Customer response

  09/19/2022

   
  Complaint: 17728971
  
  I am rejecting this response because:

   

  I have taken my car to Arlington Heights Ford.  I do not wish to close the case until I know what the outcome is.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty for my new ******************* 2017. I Sold the **** and am owed a refund on the extended warranty that wasn't used. It is approximately $580 and I requested it via email on 02/09/2022. I've written repeatedly and called several times. Basically, I am told, "The check is in the mail".

  Business response

  03/24/2022

  CONTACTED ************** ON 3/23/22 , I HAD INCORRECT ADRESS FOR REFUND CHECK. TODAY WE ISSUED A NEW CHECK AND CUSTOMER IS SATISFIED AT THIS TIME. PLEASE CLOSE CASE AS OF 3/24/2022 .

  Customer response

  03/28/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When my **** was analyzed in the service department at Arlington Heights Ford, in ********, I was told it needed a fuel injector. I agreed. It was also recommended to me that I should get a tune up, spark plugs etc. because the car was getting up there in milage. Im at ****** miles. I asked the service writer what **** recommends for spark plugs. He said ****** miles. I asked,, are you sure its not ******* miles. , and he emphatically replied "******". Thats all he said. I believed him. Now I look at my owners manual and it does not say ******, it says *******. After I gave them a bad review on Yelp I was contacted by the service writer who told me he would send me proof. Hours later I was contacted by *******************, head of service, and he confirmed the position also told to me by the service writer and added this is a "MIDWEST CAR" and that **** says that means the plugs should be changed at ****** miles. .He also said the manual says ****** for severe driving . Which it does. I was never asked what type of driving I do. He also told me that the info they sent me would clear it all up (see attachment) and it would say **** says all of this.The info I received (not from **** Motor Co. or with **** heading or logo) from Arlington Heights Ford Quick Lane" says that the recommended Intervals are ****** for plugs. This is what the dealer, not FMC recommends. No mention of severe or normal driving. Nowhere on this document is it said that the **** Motor Co. is saying this. They lied to me by saying the interval was ******, Then they sent me a worthless document to try to back it up saying its recommended to do this, not by FMC at all, but by the dealer.

  Business response

  01/25/2022

  I SPOKE TO ***************** ON PAGE 438 IN HIS OWNERS MAUAL, IT STATES UNDER SEVERE DRIVING 2013 **** FUSION, SEVERE - EXTENSIVE IDLING OR DRIVING AT LOW SPEEDS TUNE UP IS SUGGESTIVE AT ****** MILES. I ATTACH A COPY PLEASE LET ME KNOW WHAT HE WOULD LIKE FOR ME TO DO, BUT PLEASE DONT SAY **** DOES NOT RECOMEND .....      

  Customer response

  01/25/2022

   
  Better Business Bureau:
  
    1/25/2022 Today I spoke to Arl. Hts. ***** We are now in complete agreement. Thank You Arl. Hts. Ford
   

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We was trying to resolve the issue with our 2021 **** Truck diesel dually ,we purchase it brand new from the dealer last december and payed cash close to 70k.Everything started after the purchase when my husband started to service the truck there ,he is very particular and want it the truck to have the service history form the place we purchase it.My husband is foreign and he also have accent but he does speak proper English ,I don't know why no one payed attention to hem when he tried to explain many times during warranty to the service advisers ,that the truck have some noise coming underneath the vehicle which is not normal. What they did was first suggesting to hem to get new tires even the truck is not a year old ,but we did purchase new tires using the truck for our business was thinking maybe it will resolve the issue ,It did not happen...,the noise was still there and when my husband was there the next time he brought the issue AGAIN to the service adviser ******* ,the service *********************** kept ignoring hem and telling hem is no appointment available so the other service advisors ,my husband went then even to the general manager **** about this meter ( who never even called back as he promised) the service manager ******************* ,he did not help at all,he walked away not wanting to listen,I have to mention also in the mean time the Warranty expired the truck is at 61k .When the last time my husband was at the dealer service ,they suggested again new tires even the tires are brand new unbelievable what competent dealer advisers and manager they have there,today finally ,we had app to check the noise and when my husband arrived ***** and **** in service asked hem annoyed "what is he doing there again ", and told hem not to waist there time to take hes key and leave and not to come back !!! because the truck has no warranty WOW CRAZY !! even my husband took the truck to independent shop and got told its factory defect underneath that' why the noise

  Business response

  11/14/2021

  CUSTOMER WAS INFORMED THAT HE DID NEED NEW ***** TIRES, BY 2 PLACES, I SUGGESTED THAT THE 2 ***** TIRES BE REPLACED BEFORE WE STARTED LOOKING FOR A VIBRATION IN THE ***** END. TIRES ARE NOT WARRANTY AT 70,00 MILES.

  PLEASE ADVISE CUSTOMER TO PLEASE BOTH ***** TIRES AND IF HE STILL HAS A PROBLEM TO CONTACT *****, PHONE ************  

  Customer response

  11/15/2021

   
  Complaint: 16084614
  
  I am rejecting this response because:the respond from **** dealer is not the truth, the truck was under 30K when we asked to check the noice the service suggested us to change the tires ,witch we did and we have the receipt for it then we went again and asked repeatedly to check the noice, the service could not find the time to do it ,the truck was about over 40K then the dealer finally give us a available app in  a month and a half and when my husband arrived at the day of the app with brand new tires witch we changed again in the mean time because we are using the truck for business,the service manager asked my husband why is he at the dealer again even we had appointment  at the day and he asked my husband to leave because they cant do nothing for hem and not to come back again ,so after this my husband went to the police and filed report wich we have also , the police officer told my husband he is not the first one filing report against this dealer .At the time my husband was at the dealer service one of the sales manager name **** overheard the situation with the service manager and couldnt not believe he is acting this aggressive with my husband and the way he was treated hem even my husband did not do anything then asked service to check the noice and vibration on the truck , we check it with independent shop and they show hem under the truck the factory defect .P.s the truck is at 60k not 70k how the dealer was writing on here ! 
  
  Sincerely,
  
  ***************************

  Business response

  11/16/2021

  PLEASE SEND COPY OF POLICE REPORT, THE SERVICE MANAGER HAS NO IDEA WHAT THEY ARE TALKING ABOUT, iF HE WOULD LIKE TO STOP BY FOR A ROAD TEST WITH ME OR MY SHOP ******* , I WOULD BY HAPPY TO SEE WHAT I CAN DO, AND PLEASE BRING SOMTHING STATING THE ***** WERE REPLACED. THANK YOU  Tell us why here...

  Customer response

  11/24/2021

   
  Complaint: 16084614
  
  I am rejecting this response because:we was many times at the dealer asking to check the truck because of this meter , we dont want to return any more to this business of the way they handle our case  and treated us ,we would like to be send ether with a t*** party shop to fix the problem and this dealer to take care of the cost or to be send to another **** dealer close to us ************  Manager called back my husband last week , not even first to apologize he asked hem first how many miles had the truck even they  supposed to have  everything on record and then told hem to stop by because he wanted to help hem witch my husband asked many times before , funny that he is saying that now he wants to help , the last time my husband was there going there to check the truck having a appointment  they told hem to leave then ***** called hem  after and told hem exact wordsTaff guy , dont come back anymore because we will call the police thats why my husband went to the police station and filed a police report hes self :police report number :21-020229  ,the dealer can pulled hes self .Also the dealer is asking of proof of tire replacement,my husband give it to the General manager and he supposedly made a copy another time before the last time .He went and complained to hem that service department and manager dont want to check the truck and he promised hem he will check whats the meter and will call hem the same day we never received a phone call from hem and obviously he never even made a copy of the paperwork and talk to service, I guess he was Very busy seating at hes desk doing nothing instead to try to resolve the issue .Ive worked for many years in this business and most of those businesses are lazy and dont care anymore after selling they vehicles, they rather sit with their phones play games all day long then helping customers if they dont make money they dont care !
  
  Sincerely,
  
  ***************************

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