ComplaintsforEarl Book's Carriage Ford

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In November I was visiting friends when my water in fuel light came on and then my truck went into limp mode. This is 2018 with 20,000 miles with 2 different warranty’s. I took the truck into Carrage Ford to have worked on and told them I had warranties. When I way called to pick I was told it was not covered under warranty because it had been tampered with. I requested to see service manager when I got there to pick it up. Everyone I requested to talk to was gone so I paid the 700.00 which should have been covered by warranty and left. Next day called and requested to speak to manager told he would call back never got a return call. When I got home call Ford customer care and tried to file complaint. Was told they would contact Carrage Ford and call me back. When they called me back the ford place told them that the wire had been pulled loose I know it had not been tampered with and also that the wire had not been pulled loose because I checked it before I took it in. This Ford place is not a honest or very responsive place to deal with. I just can’t figure out why it was not covered under warranty or they changed their story to Ford.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  had my 2015 Focus towed there in June 20th. I was told at the end of that week that it would be about 2-3 weeks from that date, that was the 23rd and said that they had 7 vehicles ahead of mine. They have not called me once about my car. Any and all communication has been me calling them, and usually put on hold for 10-20 mins and sent to someone's voicemail, get told they will go and check on it and give me a call back that I never get, or just get some excuse like "oh we will try and get it done by the end of the week" or "your car is the next one to pull into the bay to be worked on". I was patient and nice for the last 5 weeks about this entire situation until this week when I contacted Ford Motor Company about this since it has been 2 weeks past my quoted time frame. I spoke with a CSR there that called them herself and finally got some information from them today, here is what she emailed me "I spoke with Debbie in the Service Department and she stated she spoke with the Transmission Tech to see when the repair could be done and he said that he currently has 3 vehicles ahead of yours and hopefully can get to yours by the end of next week but he couldn’t promise anything. Currently we don't have any programs that could assist financially with the rental expense that the warranty company offered but the vehicle is scheduled to get the repair started." I am a single mother of 3 and depend on my car to get me to work and my kids to doc appointments as needed or school functions. I am livid at this point and would never recommend Carriage Ford. I will never have my car serviced there again nor will I ever purchase another Ford Vehicle.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1 November 2021, my 2014 Ford Fiesta stopped running due to a fuel issue. I coordinated with Carriage Ford to have the vehicle towed and repaired. Upon picking up the vehicle on 5 November, the ABS warning light was on, along with other warning indicators. I spoke with the service representative (**** was his first name) and he told me to take the vehicle home and disconnect the battery to reset the system, since they had to replace the fuel control unit and it may have effected the ABS. This did not fix the issue. I took another day off work and took it back to Carriage Ford. While waiting for the vehicle, they informed me that there was a cracked sensor and I would need to pay for it, since it likely happened when the vehicle was towed. I paid Carriage Ford to tow the vehicle, which should make it their responsibility to work with the towing company they use to work out who is responsible. I am seeking reimbersiment in the amount of $304.75, with I was required to pay for a part that was broken while my vehicle was in the possession of Carriage Ford. I tried to resolve this issue with Ford Motor Company, but they closed out my case and stated there is nothing they can do. I also tried to elevate it to a supervisor at the corporate office, but never received a phone call back.

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