ComplaintsforD-Patrick, Inc.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in March/April I had an injector fail in my truck so I got it towed to D-PAtrick and they notified me that it was in fact a bad injector, but they said I should get all 4 on that side replaced to be safe, so I agreed to pay the $2,600 to get it fixed to play it safe. Once I got the truck back I didn't drive it but a little over 100 miles and then it broke down again. The truck threw the same code as last time so I got it towed back to D-Patrick. After 2 weeks some one finally got back with me telling me that the injector had failed again and they would cover the cost because it was still under warranty, but that if I still have problems then it could be a cracked cylinder wall. I called back the next week to see if it was done and they said that I had cracked injector cups, a potentially cracked cylinder HEAD and many other issues and all in all it was going to cost me $7,000, which I could get an entire new engine for that much. I asked why they didn't catch this the first time they had the truck and I didn't get a direct answer, but the issue here is that I paid $2,600 dollars already and Im probably going to have to pay more because they didn't catch this the first time. I am currently now paying $250 to get it towed to a second shop for a second opinion. The issue here is they let me leave with a still damaged engine and I would like to get my money back for the previous injectors and even the next repair.

  

  Business response

  05/31/2022

  Business Response Mr. ************, During the initial diagnosis of your vehicle we found all four injectors on one side of your vehicle's engine to be misfiring, which is why we recommended the replacement of those injectors. When you visited us the second time, there were no codes present. However, our technician did notice that the vehicle stuttered and had a long crank, hard start, and ran rough. Upon diagnosis of your injectors, our technician found a lot of fuel in cylinder 3. We found the cylinder 3 injector to be stuck open, and replaced the injector under parts warranty. After we replaced the cylinder 3 injector, we informed you that if you continue to notice issues, it could potentially be a few cracked injector cups, but in order to accurately diagnose this as the case, our technician would need to remove the cylinder head. If the cylinder head was found to be faulty, then we would need to replace the cylinder head. This recommendation is completely separate from the four injectors that needed to be replaced.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been shopping for a Ford Bronco, and I received an email from one of their sales associates (***) informing me they had the car I was looking for in stock and quoted me a price of $48,375.00 (I have this in writing via email). Then when I called to confirm the vehicle was in stock and available, she quoted me a price $15,000 higher! This was literally 3 minutes after SHE sent ME the email!

  

  Business response

  06/09/2022

  Business Response Contact Name and Title: **** ******** Contact Phone: XXXXXXXXXX Contact Email: *****@dpat.com I do not know what may have caused this confusion but I do not think the figure this gentleman received was a valid offer to sell the vehicle at that price. All new and used vehicle prices are set by the sales managers and are based on the wholesale market through wholesale Broakers or wholesale auctions. In this unusual market the market value of many vehicles especially Ford Bronco is significantly higher than the MSRP. Ford dealerships can not currently even order a Ford Bronco from Ford and are forced to replace sold inventory using the wholesale market. I hate that there was any confusion but we can not sell vehicles for less than it costs to replace them. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that he will not recognize his own employees communication with me as valid. That is completely ridiculous. I provided the email she sent, it is valid. If it wasn't valid, then they shouldn't have presented it to me as the price. That is on them, not on me. What hoops you need to go through to find a Bronco right now is not my problem. If your intent is to get another Bronco on the lot once you sell this one, you'll be jumping through those hoops no matter who you sell it to. He would still be making a huge profit off the invoice price he paid on the vehicle. He would not be suffering any loss what-so-ever, and to present it as such is yet another blatant attempt for a greedy car dealer to try to deceive the public. If he is worried about the cost on the secondary market, he could always choose not to buy on the secondary market, or....get this....mark up THAT VECHILCE from the price he paid on the secondary market. His entire premise is unsound, illogical, and asinine. Business Response Contact Name and Title: **** ******** Contact Phone: XXXXXXXXXX Contact Email: *****@dpat.com I do not know what may have caused this confusion but I do not think the figure this gentleman received was a valid offer to sell the vehicle at that price. All new and used vehicle prices are set by the sales managers and are based on the wholesale market through wholesale Broakers or wholesale auctions. In this unusual market the market value of many vehicles especially Ford Bronco is significantly higher than the MSRP. Ford dealerships can not currently even order a Ford Bronco from Ford and are forced to replace sold inventory using the wholesale market. I hate that there was any confusion but we can not sell vehicles for less than it costs to replace them Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They haven't proposed anything. A matter of fact, they are simply responding to you with a form letter. They have completely failed to take responsibility for the quote their sales person sent out, which even mentions it is based on their market-based pricing. Now instead of addressing their short comings and admitting that they screwed up and sent out an automated email that gave a bait-and-switch price on the vehicle, they are pretending they don't know what caused the confusion. What caused the confusion was your sales person sending me a price on a vehicle, and then immediately changing that price by $15,000 3 minutes later when I called. So let's address the problem instead of you obfuscating with non-sense that has nothing to do with the actual problem at hand.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  D- Patrick Ford is falsely advertising that they give A/Z plan pricing on their website but when I went to purchase my new truck they would not give it to me. They said I could have it if I had ordered the truck but since I was buying off the lot I could not get A plan pricing. There is not such disclaimers on their website. I do not have anything in writing but I do have an audio of them telling me this. Also, on their website they say they will deliver your vehicle free within 190 miles. I asked about this service but they wanted to charge me $700. When I asked the financial manager ***** about this when I went to get my Truck he said he new nothing about this.

  

  Business response

  04/08/2022

  Business Response Contact Name and Title: ******* ******** Contact Phone: XXX-XXX-XXXX Contact Email: *****@dpat.com Item 1: AZ pricing. We have reviewed this. In several areas of our web sight we have an opportunity to request AZ pricing. Right now we are unable to offer AZ pricing on in stock units. We do honor AZ pricing on most factory orders. On our web sight we do not guarantee AZ pricing is available on any particular unit or what that pricing may be on any particular unit if it were available. We believe it is not confusing nor do we believe a reasonable person would be confused. Item 2: I asked about the free delivery. There was some confusion. We do not charge for delivery within a 190 mile radius in most cases. Purchasing a vehicle this way does require Maverick Sign to come to the customers home or place of business. They get all paperwork signed and they take fingerprints to prevent fraud. After they are finished, which takes up to a week, our employee delivers the vehicle to the customers home or office. It is my understanding that this process was not acceptable to this particular customer. I apologize for the confusion. This is new here at D-Patrick as it is in several other dealerships and I thank this customer for providing us with a training opportunity. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I did request the A-Z pricing on the website and was not informed of your current practices until we had decided to purchase the vehicle. D-Patrick should have a disclaimer on their website if they are going to advertise the plan and if they have the option not to honor the plan. Again, this was false advertisement. Any REASONABLE PERSON would honor what they were advertising and quit discriminating against a woman that is trying to stand up for what is right. Business Response Due to this confusion, and the potential for confusion in the future, we have decided to change the way we request customer information for AZ pricing on our website. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Even though the company did not honor their A plan Pricing that was advertised when I purchased my Truck, they did update their website. I still believe they should refund my money but at least other people will not be deceived by their False advertisement about that particular subject. I did talk to one of the owners and he said they would address their sales team on the "Free Delivery" that is still advertised. I still believe they need to explain that process further to prospective clients.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw a car that I liked, i wish it was a different color. I was going home, so They said $500, Will hold the car and that money would go toward the purchase of the car; however the next day at another dealership, I found what I wanted, and bought it. the other dealership would not refund my $500.Yes, that money was going toward the purchase but I didn't purchase the vehicle. How do I get my money back? ***** *****

  

  Business response

  10/19/2021

  Business Response It is my understanding that the $500 was returned to Miss *****. It was credited to the credit card that she originally used to place the deposit. I am sorry for any misunderstanding. Thank you for letting us know. It is our policy to only keep a deposit only if the dealership had expenses associated with an order which in this case we did not. Miss ***** was 100% correct that she was owed the deposit money back. Please let us know if there the credit does not appear.

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