ComplaintsforZeck Ford

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First time in the shop was 7/6/22- 11/22 due to lack of power and slipping transmission we were told it was fixed. Then it went to the shop again due slipping transmission and clanking noises, it went back to the shop on 2/1/23 -4/11/23. On 4/20/23 the truck would not go into gear and was sent back to the shop. I bought this truck on 1/30/21 and the truck has been in the shop more than I have driven. This truck was a buy back for this issue which we were told it was fixed. Now the car fax is so long that no one will buy this truck back. The car lot wanted to give me a new truck but add this truck to the price so I would still be paying for a truck that I can not drive. How many times is a lemon suppose to be paid for?

  Business response

  05/23/2023

  In regards to complaint issued by ****** ***** we have outlined and have detailed information and communication on and during multiple visits* **** **** ********** ******** *** ***** with the purchase of his 2020 Ford Explorer as he visited on 1.30.2021 after his initial inquiry on 1.24.21 via the internet. Vehicle inquiry was same as what Mr. ***** purchased. As standard protocol Zeck Ford disclosed all previous information Zeck Ford knew about the vehicle to include purchase avenue, Carfax and Auto Check History Report, Zeck Ford and Ford Motor Company Internal service history which included Manufacturer Buy Back and all steps leading up as to why it was bought back from original client. Test drive, write-up and purchase proposal was completed as well as all financial paperwork completed on initial visit.
  Approximately 3 days later, Mr. ***** brought Explorer back for transmission cooler indicator light, Zeck Ford correct issue and returned to Mr. ***** same day.
  Mr. ***** visited once again for routine maintenance on 6.7.2021 of Oil Change, Check all fluids and normal scheduled items as all satisfactory at time.
  Normal contact and communication with Mr. ***** following previous visits with no outstanding issues mentioned up until ownership in December of 2022. Mr. ***** visited Zeck Ford on for service and stated the Explorer had previously been in service at another dealership, Victory Ford, over 45 day time frame for internal transmission shifting issues and wrench light on dash. Victory Ford performed updates and stated issue was corrected and returned to Mr. ***** as per Ford National History report.
  Over course of September 2022 to December 2022, Zeck Ford had Mr. ***** Explorer to assist and pinpoint recurring transmission diagnosis for “Jerking, loss of power, hard shifting and foul odor” as per client. Multiple diagnosis over timeframe led to large delays and parts availability where Mr. ***** wasn’t driving his vehicle, he was provided a Loaner at NO Cost to client during repairs.
  Fast forward to February 2023 as Zeck Ford reached out to Mr. ***** to offer assistance in helping him replace his Explorer as he was continuing to have transmission problems and was still in shop. Members of staff and Mr. ***** convened to try and trade him out of his vehicle and offer more than normal values on the market as we knew he had a history of service repairs and wanted to exhaust every avenue to provide him and his family a vehicle that is reliable and in good working condition. Multiple vehicles were shown to Mr. ***** to include another Pre-Owned Explorer and also a New Escape and Explorer. Several payment options were presented and a conditional approval was secured based on certain criteria needing to be met based on personal financial situations. Mr. ***** decided after several hours he would continue to keep his Explorer based on increased financial obligation needed to trade the Explorer for a newer or ultimately New Escape which what he was conditional approved on with full factory warranty and under 300 miles. Mr. Jones and his father left without trading.
  Communication and dialogue with Mr. ***** and representatives of Zeck Ford shortly after and up to current day have been one sided with replies.
  Mr. ***** was contacted via text on 5.22.2023 to ask if he minded if we called him to discuss additional options to help him with Ford buying his Explorer back as the issues he’s having correlate to original Manufacturer Buy Back. He stated he could speak and we went over what we found out and an angle for him to explore with Ford since he has had ownership for over 2+ years with multiple documented service complaints, which are currently not repaired.
  All service history via Ford Motor and Ford Reacquired Vehicle Department information has been sent to Mr. ***** as Zeck Ford has been forthcoming as possible to assist Mr. ***** with his purchase. Zeck Ford takes these and all matters to heart to make sure we are assisting any and all clients to the best of our ability’s, regardless if a client purchased from Zeck Ford.

  Customer response

  05/24/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  
  Regards, I went back to this dealership time and time again.. I kept telling them the problem and have the paperwork basically being called a lie and the ZECK FORD printed out.. 300 miles late the Explorer broke down again  !! I'm not being  Accommodated for the Vehicle I purchased, I'm currently paying for a rental out of pocket,, I sat in this dealership with my father after the dealership ZECK FORD  text me to come in after I chose 4 other FORD Explorer and ZECK FORD   Try to finance a new vehicle along with this one added on !! How many times is  ZECK FORD supposed to get paid for a LEMON. Since  that didn't work and the dealership sales person and finance guy said to us well how ever long it takes to fixed that Explorer you will just dive ours.. and  not to mention the refusing to service a broken down vehicle that was purchased from them  .. this should not just be pushed on to the next person are company  !!! This issue didn't just start yesterday an if it's anything that needs to be done AS A DEALERSHIP ZECK FORD SHOULD DO AND PUSH THE PAPERWORK THROUGH TO FORD MOTOR COMPANY  what is that  Huge FORD sign over the dealership for ..
  
  ****** *****

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 21, 2023 I purchased a Ford Escape from Zeck Ford. After initially declining the additional Service Contract and GAP Coverage, *** in financing said he could "call in a favor from Ford" and get both of those to me for just $14 per month, he then said the printer was not working and had me sign several blank boxes on a computer screen. I thought this to be odd but at just $14 additional per month, I thought why not; as I could always cancel these extra services later on anyways. When I got home, I looked at the Sales Contract to find that I had been charged $900 for the GAP coverage and $2,983 for the Service Contract. In no way does $3,883 come out to be just $14 per month for the 72 months I financed. The following day, March 22, 2023, I mailed signed cancellation notices for both add-ons; per both the GAP addendum and Millennium Service contracts I am entitled to a full refund if cancelled within 60 days. Zeck Ford signed for the package that I mailed them which contained my signed cancellation notices on March 23, 2023. As of April 20, 2023 I have not received ANY correspondence from Zeck Ford acknowledging these cancellation notices, nor has my lien holder received any refunds. I would like written communication confirming that the $900 GAP addendum has been cancelled and refunded in full. I would like written communication that the $2,983 Millennium Service Contract has been cancelled and refunded in full. I would also like written communication confirming that the additional sales tax I was charged on these two items will be refunded in full. Ford Motor Credit is the lienholder for this vehicle; thus I expect the refunds to go to them. As of April 20, 2023, Ford Motor Credit has not received any refunds related to these cancellations.

  Business response

  04/27/2023

  A check for the cancellations was mailed to Ford Motor Credit on 3/28/23. As of 4/21/23, the check had not cleared our bank. We put a “stop payment”, on the check, and overnighted a new one with the following ***** tracking number – ************* 
  Mr. ****** wrote a negative Internet review, about his experience at Zeck Ford, twelve hours after his purchase. We have repeatedly reached out via phone, email, and text to discuss his dissatisfaction with his purchase. We have had zero response from him, other than this BBB inquiry. 
  We are including a copy of the check sent to Ford Motor Credit as “written proof” of his cancellation.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Ford Escape from Zeck Auto in Purcell. Upon sitting down to go over the vehicle details, we were provided a work order of repairs completed by the head location of Zeck Auto in Kansas prior to the car arriving in Purcell. We were informed a new engine was put into the vehicle along with a few other repairs. Our salesman went into detail about how Zeck prides itself on standing by the repairs and even went as far as to call, confirm, and have a new (better detailed) repair sheet sent to him for us to look at. He stated numerous times they guarantee their work. At the purchase of the vehicle, we had to order a second key since the vehicle only came with one. As of Nov. 22, we have not received the key or the refund we finally demanded after no communication would be returned by our salesman until we emailed ******* with Business Development. Now our vehicle begins shaking excessively. We call Zeck (since we have some Ford warranty AND the extended warranty we purchased additionally when we bought the car) and they told us they were not taking any service requests except oil changes as they are booked for months. We took the vehicle to another Ford dealership and were informed that when the engine was replaced, the wiring harness was not installed correctly, causing it to get pinched, causing it to get cut while in regular use. The dealer confirmed this is an issue when installed and to contact the place that performed the service since this voids the Ford warranty AND the additional expensive warranty we purchased and we cannot use them. We have tried to contact both Zeck Purcell and Zeck Leavenworth and no one will call us back as their faulty service department is what caused this issue. Emails have been sent and numerous messages have been left, along with speaking with employees who "will have someone call us back". Zeck service made a huge mistake when repairing the vehicle and refuse to take accountability or even return calls.

  Business response

  11/23/2022

  On behalf of ***** ****, Owner Zeck Motor Company:

  I've reached out to *** **** ***** and implemented resolutions for the concerns brought forth in the complaint.

  *** ******** Service Manager, Zeck Ford Kansas, *********************, **********

  Customer response

  12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2015 Volkswagen Passat had to fix air conditioning and now is going onto 3 weeks. Was pressured to purchase car prior to fixing problem. Want to cancel purchase sine I have not even driven off the lot. It seems that they can not fix the issue and now they contact me and it will be another 7 days before this new part comes in.. they refuse to cancel purchase when now I question what they are hiding. I signed a purchase contract and want to know what the law is.

  Business response

  06/03/2022

  We are going to unwind the deal and take the car back.  We are very sorry about any inconvenience this may have caused.

   

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to speak with someone about Zeck Ford in Leavenworth, KS. I bout a car from them mid march. It has had something wrong with it since I got it. I had to wait about 2 weeks for them to get it into service. They had if for 3 weeks and returned it to me. The car was still messed up when I got it back. I have been fighting with them about getting it fixed. I have been blocked by the dealership at one point and they treated me very badly anytime I have had to go in and try to get anything resolved. I have been telling them over and over again there is something wrong. They are refusing to fix it when I paid extra for the extended warranty and treating me like I am just a girl and I know nothing about cars. They are being very sexist. This past weekend after telling them countless times something is wrong, the car would not start on Saturday April 23rd. Now it is sitting in my driveway and wont start or turn over at all. The first payment is due tomorrow the 26th and now I will have to pay for a car that is not even in working order. I now owe about $27,000 on a car that is not running and I have only had in my possession for a total of about 2-3weeks. None of that time has the car ran properly. I need to know if I have any rights with this situation. They are refusing to move me into a different car and are not blocking my number from being able to call and handle the situation. I have since pulled the full ****** and this car has been in the shop a few times now all for this same engine issue. I really feel like they have sold me a lemon and now I am without my car that I traded in and on the hook for a lot of money.

  Business response

  04/27/2022

  Miss **** purchased a used 2018 Ford Escape on 3/12/2022. She was referred in from a previous customer. The client was referred in because of the reputation, and service, Zeck Ford provides. **** ***** was our sales associate that assisted ****** in her purchase. During the test drive ****** indicated to **** that she noticed the Escape was shifting hard, we acknowledged her concern and told her we would set up a time for our service department to take a look at it to address her concern. We scheduled a time with her to bring the Escape in so service could diagnose what was causing the Escape to shift hard. We did provide ****** with loaner to drive while her Escape was in service. Our service department did address all of ******** concerns, they did have to replace the battery, purge valve, and reseal the oil pan and add new oil. On April 12, 2022 we reached out to ****** and let her know the Escape was finished and that she could come in to pick it up. Our service department did have ******’s Escape for 12 days while they were addressing all her concerns, but again she was provided a free loaner to drive while we serviced her Escape. After picking up the Escape, ****** drove the vehicle for 5 days and noticed another new issue on 4/17/22. We asked her to bring the Escape back in so we could check to see if there was any consistency with the previous issue. When ****** brought the Escape back in, we had our managers drive the Escape to see if they could duplicate her concern. **** ********, GM of Zeck Ford, personally rode with ****** so she could pin point what she was hearing. He (along with everyone else who drove the Escape) could not hear, or feel, or duplicate what she was she concerned about. **** told ****** he couldn’t feel the vibration and that seemed to anger ******. She started using very offensive and inappropriate gestures towards him while he was riding with her in the Escape, trying to force **** to agree that he felt the same vibration as she did. **** let her know that he could not feel the vibration -at that point she stated she was going use legal action against us. Even with her combative behavior, **** still tried to work with her on having the vehicle looked at by our service team. ****** did not want us to re-look at the Escape.  She now wanted to trade the Escape in and get something else. We tried to trade her out and offered her new financing terms on a new vehicle. However, because of the structure of her last loan, we were unable to get her back to the payment and APR she received on her Escape. Due to the inconvenience of us initially having her Escape for a length a time after her initial purchase, we paid for her first car payment. As a dealership, we tried to help ****** by providing service work, a loaner and paying for her first month’s car payment.

  Customer response

  04/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  They did fix the starter and other issues, but this car is still not running properly. It has an idling problem that has been diagnosed by a different mechanic independent of Zeck Ford. Also, this car has documented engine issues at about 34,000 miles and 41,000 miles. I really feel like this car is a lemon and will not be able to be fixed properly. The car drops the RPM's when sitting and idling. I did drive the other escape and it was not doing anything like mine does. They would not listen to me at all and have just kept pushing me off. They continue to say its because I have a lawyer involved, but I dont.

  
  I need help with what to do so I am not car-less and having to pay $430 a month for a car that they know has engine problems. All I did was trade my car into a reputable dealer (so I thought) thinking I would be in a better loan situation. I am in better loan terms now, but now I have a car that has been messed up since I bought it. I was promised it would all be fixed and now they are refusing to work on it because their master techs say nothing is wrong with it. Someone can sit in it and see that the RPMS are clearly dropping when the car is idling and you can physically feel it vibrate/shudder.  I traded in a very good running car to go into one that I have had problems with since day 1, and the way I have been dismissed by the dealership is very unprofessional, not to mention the way **** spoke to me, he was very sexist and unprofessional, because I was a female in by myself. I really feel if I would have gone into the dealership with a man with me I would have been listened to and not pushed off. They have constantly pushed me off or ignored me because of a lawyer being involved so they say. I DO NOT have a lawyer involved and I really feel like this is just their way to push me off and not fix a problem I didn’t create. I would think that Zeck Ford would want to stand behind their cars considering you are a smaller dealership in a small town. If people start finding out you are pushing cars with problems out the door, then this town will stop buying from Zeck.  
  
  Regards,
  
  ****** ****

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