ComplaintsforMel Hambelton Ford

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  on or about 5/24/2021 I had gone in to purchase a vehicle from Mel Hambleton Ford and was assisted by ******. I had asked to see SUV's that were in my price range. After a couple of vehicles and test driving them, ****** mentioned they had just received a 2014 Ford Edge and was in great condition, but needed to be cleaned up. I test drove the vehicle and agreed to purchase the vehicle. after a year of the purchase I began to have trouble with the vehicle, but was past my one year warranty, ****** had called to see if could trade in the car for a newer model or different vehicle. I explained how I was having troubles with the car and I was saving to get it fixed. Some one went to look at the vehicle and told me they would not give me enough to cover what was owed. I took the Edge back and continued to have problems and was told by my mechanic that the Edge models from that year had an issue that Ford was aware of, but not enough reports were made to recall the problem. I went again to see ****** to see and let him know of the problem and and once again the person who looked over the car told me since the engine light was on that I would not be given enough to cover what was owed. I was able to replace the engine with a new engine, costing me $11,000. I went to ****** to to possibly trade the Edge in for another vehicle, and it is when I was told the Edge had a Lemon title from California, and had 4 previous owners, and the most I would be eligible would be $2,000. I was never disclosed to me about the Lemon tittle on the car. I still owe $12,000 and was told I will be hard for a dealership to give me more than the $2,000 due to the Lemon title. If this information was disclosed to me, I would have not purchased the vehicle and would have not spent the amount of money I financed the car on repairs. Over all I have paid $12,000 on repairs since I first purchased the vehicle.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The *********** tires on my car are defective and were purchased on a 2023 **** Escape. I called *** ********* and was told me they were not busy and to come by and they would check the tires. These are *********** tires and they had 1,400 miles at the time. This was just before Christmas 2023 and having the car for a few months. The service people finally looked at and marked the tires where the bumps were within the tires. I have photos. I called ***** **** and he stated that he had contacted *********** and they would replace 1 Tire. I told ***** the tires were on my car when bought and were indeed defective. Weeks went by and I called again and was told *********** would replace 2 tires only. Again, I explain I am uncomfortable driving on tires coming apart. ***** stated that was as good as it was going to get, and quoted me a price for 3 new tires. I asked to speak to someone else, he said it didn't matter who was above him. I left messages for ***** ****, **** ********, ****, and **** ***********. Obi took the call for **** on one call and asked what the problem was. I explained briefly and he made an appointment with **** for the next day at 1:PM. The next day I get there a little early and no one knows why I'm there. ***** came to the front counter and told me **** was gone to Colorado skiing until after Christmas. I asked why no one knew this and why I was given an appointment when **** wasn't there. ***** shakes my hand as I'm leaving and in what I believed was good faith said we would sit down together when **** got back and come to a resolution.. I have called every week and left messages with the dealership. This is an issue that was present when I bought the car and I also feel as though I'm being discriminated against because I'm elderly and a female. Since 1981 My husband and I have been loyal Ford customers purchasing 11 new vehicles. I'm starting to have a change of heart. I believe Ford doesn't appreciate me as a customer.

  Business response

  05/02/2024

  *** ********* Ford set a meeting with ***** and her Escape. We were able to review the damage to the tires and better explain the reasoning for the unwarrantable condition. After reviewing all the information with the customer again both the dealer and the customer believe the damage to the tires came from an automated car wash. The manufacture was still unable to warranty the tires due to an external impact. The customer is satisfied with the actions taken and outcome to resolve the concern at this time.  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Went to buy a car, the original loan contract fell through. I signed a conditional sale’s agreement and decided not to sign the new contract. I contacted the bank and they said this issue was between me and the dealer. It is not their collateral it is the dealer’s property still. So I requested my money and car back. They decided to leave me sitting in the lobby and hide in their office.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Ford Edge was taken to Mel Hambleton and they replaced the flex plate that was under a recall. After we got it home it started making funny noises. I took it back. They heard it, and they didn't know what it was. They handed my keys back to me. I took it to ****** transmission shop. **** at ****** said that someone had removed a bearing. He said that the factory seal was broken. He asked how long we had owned it. I told him 3 years. He said that it would not have made it that long without the bearing. *** ********* says that they only replaced the flex plate. Since the bearing is missing, it has caused damage and needs a complete rebuild. Cost to me $5,200.

  Business response

  12/15/2023

  Customer ***** *****r brought in his 2016 Ford Edge with 71589 miles on 11/03/2023. The customer’s concern was a rattle from the engine at low RPM and low speed also heard some rattling at higher speeds and vibration when idling. Mel Hambelton Ford replaced the flex plate, torque converter and transmission pump under an extended parts coverage on repair order 43521. This allowed the repairs to be performed at no cost to the customer. The customer then returned on 11/21/2023 with 72007 miles on repair order 44251. The customer’s concern was with noise heard when the vehicle down shifts from 5th to 4th this is the only time the noise is heard. The noise happens every time.  The technician duplicated the noise and confirmed proper fluid level of the transmission. The technician then isolated the noise to be coming from internal to the transmission. The customer was advised that the noise is coming from inside the transmission and most likely unrelated to the external components that were replaced on the previous repair. Mel Hambelton Ford offered to remove the transmission and disassemble for further inspection and diagnosis of the noise. It was stated to the customer that if the problem was from Mel Hambelton Fords workmanship or a component that we replaced on repair order ***** that the repair cost would be taken care of.  Alternatively, if it was something else, it would be at the customers expense to repair. Due to the unlikelihood that the current problem was related to the previous repair by Mel Hambelton Ford, the customer elected to take the vehicle and declined further diagnostics to be completed.

  Business response

  12/19/2023

  Mel Hambelton Ford has spoken to Jim Parker and provided a resolution that will resolve **** dissatisfaction with Mel Hambelton Ford.  

  Customer response

  12/19/2023

  I was contacted by Josh at Mel Hambleton Ford. They admitted to their mistake and have promised to send me a check. **** was very apologetic for how this was handled. I plan on using Mel Hambleton in the future. Thank you!

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new 2013 ******** from Mel Hamilton Ford with a lifetime guarantee on the tires when I checked on getting new tires they said I still had good thread. Mel Hamilton says they recommend changing your tires after 7 years no matter what the tread live. ******** tire company said you should change your tires at 10 years no matter what the thread is.

  Business response

  02/03/2023

  Contact Name and Title: Josh ********
  Contact Phone: ************
  Contact Email: ************************
  I have talked with David and explained the guidelines of the tires for life program and why he did not qualify for the replacement tires. After a conversation with the customer, we were able to reach a mutual agreement that satisfied David.

  Customer response

  02/04/2023

  Mel Hamilton contacted me and we came to a agreement on my Complaint. Thank you the matter has been settled!

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered a 2022 ford ******** on December 4th through the dealership and was told it would take 3-4 months max to get it. 5 months go by and no return calls updating me or trying to figure out the issue. Was only told "it's taking longer and we don't know why". 7 months go by and still no contact but only told "we don't know anything call back next month". 11 months go by and I'm told that I need to order a 2023 but it's more expensive and they won't honor my locked in price anymore. I asked how long it would take to get it and they couldn't give me an answer except "we will call you back". They never called me back, as well as when I told them I changed my number 3 different weeks that I had to call them, they still were calling my old number and when I would call them, they would get frustrated as if it's my fault they won't change the number in the system. I called them 2 weeks ago and talked to Dorian and the sales manager asking questions and once again I was told "we will call you back when we get more answers" and they never did. Can't stress enough the horrible service I've had the last year, as well as communicating to other people to not go there for service. Unbelievably bad communication and follow up service from Mel hambelton ford to a customer who was trying to buy a vehicle. I would also like to add that I have called Dorian as well as texted him from my new number and talked to the accounting person about getting my number changed and still won't contact me back.

  Business response

  11/29/2022

  Business Response /* (1000, 5, 2022/10/20) */ Our records show that you placed your order for a 2022 ******** on December 7th, 2021. Unfortunately, due the current Ford Motor Company structure auto dealers do not control when any ******** would be built or delivered. After speaking with the representative that was helping you process your ******** order, he said after hearing about your ******** order not being processed by Ford, he notified you and at which time you said you no longer wanted the ******** but you still wanted to process the order but then sell it to a friend. Unfortunately, Ford Motor Company doesn't allow that type of deceitfulness and strictly monitors dealers to make sure every retail order matches the name that was on the original order. After speaking with you about this you were asked to come in and reconfirm your order for a 2023 ********, if you were still interested and if you were going to adhere to all of Ford Motor Company guidelines. Consumer Response /* (3000, 7, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) After being told that. I had then said I was going to purchase it for myself instead. After speaking to Dorian multiple times and being told multiple times they were looking into stuff or Before I came in they would call me back with more information and never got back to me. They also said to go online and build a 2023 model which was a thing that was unavailable to do and was told the dealership could do it but they did not know when I was possible.

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