ComplaintsforTri-County Ford

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a new 2023 Ford Explorer on 11/4/2023 and included an extended warranty for $2600.14 dollars. My vehicle was involved in a crash on 3/5/2024 and was totaled out. I called the Dealership on 3/22/2024 and left a message with **** and received no response. On 3/27/2024 I called the Dealership and left a message with **** no response. On 4/1/2024 I contacted the Dealership and spoke to **** ******** and he instructed me to send him the total loss evaluation form my insurance company. I sent him the documents on 4/1/2024 and followed up with him on 4/6/24 and received no response.

  

  Business response

  04/22/2024

  As soon as we received the complaint from the customer, **** *******, our Director of Variable Operations, tried to reach him via phone.  We informed him via voicemail and email that we sent a him a check for his warranty cancellation via overnight delivery.  Todd had generated a request for the customer to be sent a check originally on 4/1 but it had gotten stuck in between some paperwork in our Office Manager's inbox.  We apologize for the delay and the issue should now be resolved.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Car didn't come with car jack, nore did it come with an inflator kit, and they are excusing me of using or getting it stolen for the reason why I don't have one in my car but I contacted them through their **** ford, location, and after months of no answer contacted then at Tri County ford, to get it corrected after I had got a flat tire a day before and that's how I found out I didn't have the required tire inflator kit, or tire jack.

  

  Business response

  12/06/2023

  We contacted *** ********* shortly after the original complaint was received.  We informed him that Ford did not offer a jack on the vehicle that he purchased even when it was brand new. We ended up agreeing to provide him with an inflator kit and sealer.  He picked it up from our sister store, **** Ford, since he lives closer to that location.

  Our understanding is that *** ********* was happy with the resolution.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Entered into a factory X-plan order agreement for a 2022 Ford ******** ****** with Tri-County Ford, paid $500 "good faith deposit" 9-12-21. Dealer delivered similarly equipped orders to other customers with orders placed after mine. The dealer urged me in June 2022 to change my order or buy a similarly equipped model from dealer with a significant additional "market adjustment", essentially asking for a bribe after the terms of sale had been established and a "good faith" deposit had been accepted by the dealer. I explained that I had been patiently waiting for nearly a year, and would like the dealer to honor the order. I was amenable to changing constrained equipment, and some equipment was apparently removed from my order by the dealer. When it became apparent that the dealer was ordering and delivering other vehicles with the equipment specified on my original order, I asked if the general manager of the dealership could either order a hybrid 2022 Ford Maverick with ANY equipment or return my deposit. **** ****** indicated to me that he had accomplished this, and my order with Ford was intact. After noticing many other people taking deliveries of similar vehicles ordered after mine, I called Ford Motor Company and was told that "the dealer had lied to me". Ford indicated that the dealer had canceled my order arbitrarily and deliberately misled me in hopes that I would pay additional money for the same vehicle I had ordered, or wait and order a similarly equipped 2023 Ford Maverick at a higher price. Ford Motor also informed me that Ford provides price protection to any unfulfilled orders, but the dealer canceled that offer as well. I wrote **** ***** and **** ***** of Tri-County Ford on August 23 and copied the BBB, requesting a 2022 Ford Maverick or a return of my "good faith" deposit. I have not received a reply from the dealer. I would like my deposit returned and liquidated damages for 2023 price protection.

  

  Business response

  09/16/2022

  I spoke on the phone with Mr. ******** this morning.  We have placed an order for a 2023 Maverick in the order bank that just opened up today.  I assured Mr. ******** that he has the highest priority for his order that we can assign it.  I also let him know that we will make sure that he receives the $2,750 special offer for reordering a 2023.

  Mr. ******** told me that he is satisfied with this resolution.

   

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2011 Ford Explorer VIN ***************** from a dealership in Sept 2015 with about 56K miles. At 81K miles the coolant leaked into the internal engine area thus causing the engine to falter and ultimately die. I took my car to Tri County Ford to repair the engine which cost $6,544. I was told, "assured" by ****, the Service Manager that this new engine had a 100,000 mile warranty. My mindset was that although I was out the cost of the engine, I could take this car to at least 180,000 miles knowing the engine was under warranty. At NO POINT IN TIME did **** mention the warranty with the less of 3 year or 100,000 miles. Fast forward five years later and thousands of dollars in other updates we had to make on the car (including coil additions you all never fixed during engine repair in 2017) our car started to have the same issues. After I paid a couple hundred dollars to tow it, I finally got it back over to Tri County Ford to diagnose it. The SAME PROBLEM with the coolant leaking into the engine system. So both times the engine died because of the same problem which tells me you never fixed the original. The new engine now cost $8,000+ and does not make sense to fix with the car having 145,000 miles on it in my eyes. I had thought no big deal, we have a warranty and are still under the miles. ****** was the Service Manager this time and he was very professional. He did nothing wrong and informed me I was miss guided on the warranty, that in fact it was just 3 years. I asked ****** that the least you all could do at this point was buy the car from me for a few thousand dollars given all these issues but he let me know you all would not do it because it didn't make business sense. I am not happy! I would like Tri County to buy this car from me at least.

  Customer response

  04/11/2022

  I do not have a copy of the warranty document. I was verbally told by the service Manager **** that the warranty was for 100,000 miles. 

  

  Business response

  04/18/2022

  I have reviewed Mr. ****** complaint with our service team.  Although we are sorry that Mr. **** feels like he was misinformed about the warranty terms on his replacement engine, those terms are dictated by Ford Motor Company and we do not have the ability to override those terms at the dealership level.  Our service department completes several engine replacements every month, all of which have the same warranty terms as Mr. ******.  Most vehicle manufacturers, including Ford, have both time and mileage restrictions on any warranty coverage.  Ford does have a strict 3yr time limit on engine replacements.  Unfortunately Mr. ****** engine was replaced over 5 years ago.  According to Ford Motor Company, Mr. **** communicated directly with them on 4/9/2022 and they advised him of the 3 year warranty term as well.

  Tri-County Ford will be unable to meet Mr. ****** desired settlement outcome.  However, we would be happy to run his vehicle through a local auction that has a lane dedicated to vehicles that do not run and give him the full net proceeds of the sale.  Mr. **** can contact **** ******* at the dealership if he would like to discuss this option.  This option would require Mr. **** to have his vehicle towed to ***** ****** **** ******* in Clarksville, IN along with the free and clear title to the vehicle.

   

  **** *****

  Tri-County Ford

   

   

*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. ↩