ComplaintsforWray Ford, Inc.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I purchased a vehicle from **** Ford. I had the vehicle in my possession for 58 days when I reported to them an issue with the sun roof not functioning properly. My wife went to the service department and was told that the vehicle had no warranty from them and that the original warranty had ran up. This was not fully communicated to my wife that the vehicle had no warranty from them after leaving the lot. We have had the car 58 days and are just making the first payment. I contacted our salesman (****** foster) and the sales manager (******). The salesman said if it would have happened in the first 30 days then they would have done something but past 30 days they will not. Also spoke with ****** he stated there was nothing he would do and that me and the bank now own the car. To have a nice day and ****** hung up the phone. The service that my wife and I received was not typical to wray for because we have been a customer for 20 year now. They were unwilling to help with the issue that was not even 60 days old.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/10/06) */ We have already communicated with the ******* and the issue has been settled.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2018 Ford Escape was dropped of 24 May 2022 for a continued transmission problem that **** Ford had previously serviced. I was told by a Mr ****** that in fact I had a transmission problem and the repair was warranty protected. I was told the technician would break down the transmission to see what parts were needed and he would call me when repair was started. I called 28 June was informed Mr ****** was let go and one of the two transmission techs had quit creating a work backload. The person answering my call said my ticket for the work was assigned to new person who would call me - he didn't. Called 7/5 SM didn't get back. 7/7 still no response and told GM out all week. Called 7/11 Mr Austin told me tech working on a car - mine next in line. 7/26 called Service was told he would take note and "make sure" someone calls me back and verified my phone#. No one has called. I am a 100% disabled vet who needs my car for my medical Apts. I feel I have been patient enough and don't deserve this UNSAT service. Thank you for any help resolving my complaint. ****** G ******

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/08/08) */ Mr.****** is accurate in his experience with the exception of the situation concerning supply chain shortages on most parts. Transmission parts have had tremendous back ordered parts, and along with staffing issues that have been hitting our industry extremely strong since covid. With all that said Mr. ******'s vehicle is in the stall being repaired this week 8-8-22, and only one part is still not in house. The car will be complete this week as long as the last part makes it in. Consumer Response /* (2000, 7, 2022/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** ford on 3/29/22 charged me $244 for a brand new Michelin Defender LTX MS tire ..the tire was never put on this is not a new tire. Not only does it have Phillips screws in it it has no valve cover and the tire thread is plain and clear this is not new and I got ripped out of my money ..I called ****** to inform him about my tire sensor hasn't been reset and he said they do it and he said he will call back and never did after numerous calls and voicemails. Not only that I got over charged a diagnostic fee they already diagnosed and I know they were ripping me off when I ask them about the total hours $155.28 that I was never told about of labor ..he subtracted a hour of labor .that tells me he's hiding something because if he really did the labor he wouldn't have any reason to cut labor time ..I have multiple videos of me still on Benton road and the damage to tire looks like I been driving across country ..I would like to have my $433 refunded and never will I recommend anyone here again ..

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/04/12) */ Mr.**** did in fact purchase and receive a new Michelin tire from WraY fORD. When vehicle left the dealership the tire was on and the low tire light was off.Mr. **** looked at, and drove off with vehicle,and new tire. Wray Ford has no control over what happened to the tires once it left our facility. Consumer Response /* (3000, 7, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have video evidence with the time and location tagged and there is no way possible my tire sensor will have on the right rear with a old Philips screw in it. If you have common sense you can tell it wasn't a new tire I went to 2 different shops immediately after ask on camera is this a new tire they even said it . I am not crazy and very intelligent so that was insulting. I did complain but how the business is ran there and me my self owner of 2 businesses and Us Ari force veteran i didn't want to make a scene and used my chain of command and external resources. The front receptionist even said yeah I'm getting ripped off. this is ridiculous that this has happened to me. I have never had this happen to me I'm a tax paying citizen and this is unfair and unexceptionable. i could easily went to social media and posted numerous videos .but I will not because it could been a simple mistake, but none is taking the blame and making me out to seem like I'm lying is ridiculous.I need my refund .also explain why did u change the labor time and cost Business Response /* (4000, 10, 2022/04/27) */ We have reached out to Mr.****, and ask him to come by the dealership.It appears we did not install the tire he paid for as it is still here. Mr. **** declined some other service work that he needed to have done, and somehow in that confusion we did not put his tire on. He has been notified, and will be made whole. Consumer Response /* (4200, 12, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to get my refund due to the fact I initially stated that the tire was never new and put on. Wray ford stated Mr.**** did in fact purchase and receive a new Michelin tire from Wray fORD. When vehicle left the dealership the tire was on and the low tire light was off. Mr. **** looked at, and drove off with vehicle, and new tire. Wray Ford has no control over what happened to the tires once it left our facility. This is an example of dishonesty and falsifying documents. I will no longer do any car services in the future with Wray ford . I understand mistakes are made. But, integrity and quality is what I look for In car services and Wray ford isn't the place if that's what you are looking for. I want my refund because I was charged last month for something I never received .

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/04/2022, I arrived at Wray Ford of Bossier City La. to get the oil, oil filter, and tires rotated on my 2020 Ford Expedition Max King Ranch. During the previous oil change, the service department stated that they only had one guy working in the oil change bay and that they had a big turn over in the department. With that in mind, on the morning of 03/04/2022, I marked the end of my oil filter with a distinct mark prior to going in to ensure that it didn't get missed by mistake. When I returned home from Wray Ford from getting my oil changed, I noticed the oil filter had the same mark on it I put and was extremely dirty and it was NEVER changed. I document the before and after of the filter and brought the SUV back to Wray Ford where I was met by the service manager. Upon meeting the service manager I told him the oil filter was not changed and he immediately asked if I have problems every time I get my vehicle serviced because that's crazy that I marked that oil filter. He immediately stated that I had "trust issues" without even looking at the oil filter. He was very aggressive from the moment we met and started stating that I had issues and continuously kept talking down to me and saying I was wrong and defending his workers without even looking at the filter. When he looked at the filter, he noticed how dirty it was and the mark I made and told his workers change the filter to make me be quite. He compared the old filter lot numbers to the two new oil filters on the shelf and they were different from the filter on the vehicle. He was harassing me so much and talking down to me that I had to ask him several times to stop talking to me. I have never been treated that aggressive rude by anyone and now me and my wife feel unsafe to return for future services. The employees and service advisors were very apologetic for their managers actions and didn't agree with the way he treated me especially after not getting the service I P for on my $80,700 vehicle.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/03/28) */ We are sorry to hear that Mr. ***** had an unpleasant experience with his recent service. There should never be a situation that an oil filter is not changed during a routine oil change. Our maintenance service advisor said he saw the oil filter being changed on the expedition. The service manager went ahead and replaced the oil filter,and took care of the oil change as we would want him to.The request for a 2,000 to 3,000 dollar exteded warrenty will not be entertained. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I hope that it was misunderstood that the service manager was present when the 'original' oil filter was changed instead of blatantly lying. I was told the service manager got there a little before lunch so how did he witness the oil change when the vehicle was serviced at 8 am? He was there when I RETURNED the oil filter and realized the batch numbers were different from the new filters on the shelf and the one on the vehicle, showing it wasn't changed. Once again, Wray Ford is finding another way possible to make sure the customer is never right by making up blatant lies to cover their mistakes. Poor customer service all the way around. You can obviously tell the oil filter was never changed yet excuses are still made. The fact that the service manager treated me with rage and kept putting his finger/ hand in my face and Wray Ford is still wanting to discuss the oil change and not the way their MANAGER acted. It was bad enough that another customer and an employee voluntarily gave me their contact information as a witness if needed but it shows you that Wray Ford doesn't care about their customers and back their manager. They would have contacted me to get the information before making excuses and instead of actually investigating the situation. This is the last straw for using Wray Ford with our family and businesses vehicles as there is no accountability and the service managers actions made me fear for my safety so we will not be returning. And I asked for a warranty not a 'warrenty' since my vehicles drive train was improperly serviced. Business Response /* (4000, 9, 2022/04/11) */ No one stated the service manager was present during the oil change. The service advisor said he saw it changed on the original oil change. I have never heard anyone say they were scared of our service manager or any other employee,and we definitely would not want that. The fact that there was some question about the filter being replaced i would expect our manager to go ahead and do another oil change and filter. Wray Ford does not want any of our customers having to make a second trip to our facilities for the same reason. We would be glad to put a couple gallons of gas in the vehicle for the inconvenience.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I PURCHASED A VEHICLE FROM WRAY FORD AND THE FIRST DAY I NOTICTED THAT THE CAR STARTED HAVING ISSUES ONE BEING IT SHUT OFF WHILE I WAS DRIVING IT AND THEN IT STARTED JERKING REALLY BAD COME TO FIND OUT WITH MY MECANIC LOOKING AT IT AND LETTING ME KNOW THAT THE TRANSMISSION WAS SLOWLY GOING OUT. WELL I PROCEEDED TO TAKE THE CAR IN THE MEXT DAY IN WHICH THEY SAID OH WELL THERES NOTHING WRONG WITH THE CAR AT ALL AND I TOOK IT IN A TOTAL OF 5 TIMES AND THE LAST TIME I DID TAKE IT IT THEY WERE RUDE TO ME TELLING ME IF THEY KEPT THE Cr 3 or 4 DAYS THEN THEY WERE NOT GOING TO GIVE ME A LOANER AND I WOULD BE STUCK OUT OR HAVE TO PAY OUT OF POCKET MYSELF FOR A RENTAL AND I CANT BELIEVE I HAVE BEEN TREATED THIS WAY AND DISRESPECTED AND THE TRANSMISSION HAS GOT SO BAD IM AFRAID TO DRIVE IT AT TIMES. I WILL GET SOMETHING DONE IN THIS MATTER.

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/06) */ Mr ***** can contact our service manager ****** ****** at XXX-XXXX. They will need to schedule an appointment for Mr.***** to bring his car in,and have it diagnosed. Mr ***** does have an extended service agreement that will provide for a loaner car if it is a covered repair. Mr ***** will need current insurance and I.D. with him.

*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. ↩