ComplaintsforBill Cole Ford Lincoln

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 1st my father's truck broke down while he was coming home for vacation for labor day weekend. He takes to nearest ford dealer being **** **** Ford in Ashland, 3 hours away from his home destination. Is told there are no loaner cars available, and was pointed in the direction of a enterprise rental car. Couple days later get a call for estimate of repairs over 2000 dollars. He then told me, his daughter, and I knew there was no way his truck problems would cost this amount due to multiple recalls for this problem. I call them back to explain his history with truck and I never heard back, I kept calling from a different phone number and finally got a answer. Days later picked up truck but still had to pay 1000 for repairs! I have been trying to contact the service manager for weeks to get this resolved and get my dad a refund he deserves. I still have not heard anything from the service manager. I am beyond unhappy by the way my dad is/was treated for repairs that there is proof of being under recall replacement. I will not stop until my dad gets back what he is owed. I do not agree with treating customers this way, especially when I have called multiple times and left messages, wrote emails, talked to Ford corporate and sent faxes. But still no reply! Why? I have worked in a diesel repair shop for over 10 years, I have not once treated a customer with such disrespect. I just graduated college in business management, was I taught to treat customers this way, absolutely NOT, you should not ignore customers! My dad asked me to handle this for him as he is going thru a lot right now, I am trying so hard to give him what he deserves. I do not understand why a manager would not want to make it right with a loyal customer who has bought 3 brand new trucks from Ford over the past 15 years.

  

  Business response

  10/10/2023

  On 9-1-23 Mr. ***** was traveling through our area and his F-350 broke down.  He then brought the vehicle in, and we gave him a ride to enterprise to pick up a rental so he could continue his trip home.  On 9-5 we called Mr. ***** and let him know the repair cost would be 1,977.49 and he approved the repair.  The next day Mr. *****’s daughter called in upset because part of the repair had already been done at another dealership.  We then contacted that dealership, verified she was correct, and then contacted Ford and got 952.33 covered under warranty.  However, the remaining 1036.04 was for work the truck needed that Mr. ***** had not previously had done.  Mr. ***** picked up his vehicle on 9-7 and paid 1036.04 for the uncovered repairs.  Eleven days later, on 9-18, we received a negative review on Google about the repair.  On 9-19 we called Mr. ***** to try to resolve his concerns and left him a message.  We also called and texted him again the next day but he never responded.  We then got the BBB complaint on 10-2 and reached out to ******, Mr. *****’s daughter, who submitted the BBB complaint on his behalf.  She had found a recall that was related to Mr. *****'s F-350 and thought the entire repair should have been covered under warranty.  We called ****** the same day we received the complaint and explained to her that the recall was only on effected vehicles that were 11 years old or newer with less than 120,000 miles.  Mr. *****’s truck unfortunately had 204,000 miles on it, so it wasn’t covered under Ford’s recall campaign.  We offered to send ****** documentation on the recall, and she then hung up on our service manager.  We’re sorry ****** is unhappy, but we did everything we could to help her father.  If you have any additional questions, please don’t hesitate to email me back at j****@****automotivegroup.com
  
  Thanks

  ***** ****

  Customer response

  10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: my father walked to enterprise, they did not give him a ride. I spoke to ford corporate again after the service manager talked to me October 2nd, I left messages 4 times to go over getting my father's rental car reimbursed. Ford policy allows a reimbursement for rental cars if not provided with a loaner car. I still have not received a call back from **** **** regarding this. The woman I spoke to at Ford said that since this repair was not covered under the recall notice, as I still believe it should had, my father is due for the rental car he paid for. I have attached the invoice. I am still unhappy with the communication with **** **** ford. They screen the calls and do not reply until someone takes action against them. Very sad that I had to go this route to get a response that is owed regarding this entire situation. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  10/18/2023

  I apologize for incorrectly stating we gave Mr. ***** a ride to enterprise.  I forgot that enterprise is right beside our Ford express service department at the dealership and he did walk there.  Last Thursday the 18th Mr. *****'s daughter was able to obtain an additional service record of a previous repair done at another Ford dealership.  We immediately sent this information into Ford and we were able to get Mr. ***** an $871.26 refund due to the previous repair.  We've spoke with his daughter and explained the time frame it would take for Ford to send the refund and also verified the address to send it to.  She is also going to contact Ford directly to try to get reimbursement for the rental vehicle Mr. ***** had.  Mr. *****'s daughter was happy with the results and we'll continue to help in any way we can.  If you need any additional information please don't hesitate to reach out to me at j****@****automotivegroup.com.

  Thanks,

  ***** ****

  Customer response

  10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have spoken to FORD multiple times regarding the rental car reimbursement, I have messaged ***** about what they have told me, it is to be reimbursed from **** **** not through FORD customer service center. *****'s last response to me what he would look into it further. I have not received an answer other than I need to call FORD. I would also like to get the warranty information so I can file for the other parts that were replaced as well previously. 

  
  Sincerely,
  
  ****** ********

  Customer response

  10/25/2023

  Complaint: ********
  
  I am rejecting this response because: I have spoken to FORD multiple times regarding the rental car reimbursement, I have messaged ***** about what they have told me, it is to be reimbursed from **** **** not through FORD customer service center. *****'s last response to me what he would look into it further. I have not received an answer other than I need to call FORD. I would also like to get the warranty information so I can file for the other parts that were replaced as well previously. 

  
  Sincerely,
  
  ****** ********

  

  Business response

  10/30/2023

  On 10/26/23 our service manager ***** called ****** and let her know that Ford did finally respond to our requests to get the rental reimbursement via email.  Unfortunately, Ford denied reimbursement due the vehicle being seven years or older and also having over 100,000 miles.  ***** offered to send ****** the email but she said she didn't need it. We tried our best to help with the rental but unfortunately Ford wouldn't cover the rental based off our request.  ****** said she had the contact number and case number and she would contact Ford directly to try to get rental reimbursement.  Please let us know if you need any additional information.  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was there on 2/6/2023 just looking around at cars. **** approached me and wanted to talk numbers. I gave him a bit of my information because he was going to have his finance guy look into the best deal for me. He told me before I gave him the information that they were not checking my credit but just wanted an idea of my situation. The finance guy came out and gave us some pretty ridiculous numbers and I again asked, “did you check my credit” because the rate seemed crazy high. They confirmed again that they did not check my credit but when I got home I had an email notification that they did pull my credit and it will stay on there for 25 months!

  

  Business response

  02/17/2023

  Mrs. ***** and her daughter came in to our dealership and looked at a preowned 2021 ***** ****** on February 6th, 2023.  During her visit there was some miscommunication with everyone involved about pulling and or submitting her credit information to the bank.  We reached out to Mrs. ***** and apologized for submitting her credit and also informed her what she had to do on her end to get everything removed from her credit.  She was appreciative we called and we assured her that we would do what we had to do on our end to remove it from her credit as well.  If there is anything else I can do please don't hesitate to reach out to me at 304-327-0511 or [email protected].

  Thanks,

  ***** ****
  ********* **** *********
  Cole Automotive Group

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a 2014 Dodge Journey April 22nd 20 minutes after driving off the lot it overheated they called a tow truck without hesitation and got us back to the shop after almost a month got the journey back on may 17th. may 18th the journey overheated again we called and took it back that day we then went back on may 26th to meet with the general sales manager to look into getting something else but he wasn’t in so we were told they were going to get the finance manger from bluefield wv to “crunch some numbers” and see if they could get us in something else didn’t hear anything from anyone until June 2nd we got a call saying the journey was ready. We were under the impression we were getting something else because there is clearly something wrong with the journey but they said no there was nothing they could do now today June 8th the car overheats again for the 3rd time and we just keep getting the runaround about what to do

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩