ComplaintsforImperial Ford

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from imperial Ford on September 21, 2020 I purchased with an aftermarket warranty that was supposed to cover the vehicle for 72 months or ******* miles that 72 months was the length of my loan the dealership put the in-service date of the truck as November 27, 2017 making my War extended warranty expiring November 27, 2023 so they shorted me three years. The aftermarket warranty was purchased from CNA national warranty corporation and cost me $2899. I have called the dealership and explained it to him and told them that I have the original contract that shows and they said theres nothing they can do about it to feel free to contact the lawyer.I was told by the finance manager when I purchased the truck back in 2020 that the warranty that I purchased would cover the length of the loan The dealership that I bought it from has said now that that person is no longer with the dealership

  Business response

  07/30/2024

  **************** purchased this vehicle as a **** certified pre-owned. As such, it carried substantial warranty. As with all factory certified warranties, the duration and mileage begin from the original in-service date of the vehicle. **************** purchased a CNA warranty which both lengthened the terms and the extent of coverage, all beginning with the original in-service date. These plans are priced according to the vehicle having some existing warranty.

  **************** has attached the contract which denotes the expiration date and mileage of the coverage which he paid for and for which he signed. While we appreciate ******************* business, we find no culpability on Imperial's part. 

  Customer response

  08/05/2024

   
  Complaint: 22058077
  
  I am rejecting this response because:

  That makes no sense that the contract would start three years before the contract was even made or signed. 
  It was an extra warranty that I purchased it should not matter whether the vehicle certified preowned or not I purchased 72 months of coverage and only got three years.
  
  Sincerely,
  
  ************************

  Business response

  08/08/2024

  While we understand ******************** complaint, refer to the attached document labeled **** Certified pre-owned, final paragraph of setion1. **************** purchased a **** certified vehicle and also purchased additional mileage to ******* and expanded coverage well beyond the included power train coverage. As noted in this section, all warranties applicable were reckoned from the original in-service (warranty) date. **************** received the coverage he signed for. Nothing inappropriate was done. We appreciate ******************** business.

  Customer response

  08/12/2024

   
  Complaint: 22058077
  
  I am rejecting this response because:

  The terms of the aftermarket warranty was 72 months ****** miles  

  how can the warranty start before the contract was written or signed or made?

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought vehicle that salesman assured me that car went into service for tapping noise in engine and it was addressed when infact it was not! Now I learn that they sold me a car that had a huge recall on a part of the engine (flex plate, torque converter and transmission fluid pump!). I NEVER would have purchased this vehicle if I had knowledge of this recall! The salesman lied because the service station said there was no work order put in prior to me purchasing the vehicle! My car has been at their shop for 24 days and counting!

  Business response

  07/24/2024

  ******************** complaint of tapping noise was not addressed due to a failure of communication, for which we have apologized. **************** brought the vehicle in for the noise. After much research, our ************ manager, ***************************, discovered that the failure was covered by ******* under a customer satisfaction program. It should be noted that there was no NTSB safety recall on the vehicle. ****** opened a case with ******* for additional assistance beyond the repair and substitute transportation which were furnished. This required several communications to *******, but did yield results. ******* has agreed to furnish a 36 month/36,000 mile powertrain warranty for ******************** ******* at no charge. Imperial has agreed to waive the $100 deductible the ******* warranty calls for as long as the covered repair is done in our shop. We have spoken to **************** and she is satisfied with this resolution.

  Customer response

  07/24/2024

  I did speak with ****** and another representative at Imperial Ford and they are making a good attempt to appease me.  That being said, I find it strange that they are saying this was not a safety recall please see attached. That being said, I wanted this noted in the event that something happens to me in that vehicle pertaining to this repair.  I am an honest and rational person who just wants what I and everyone else deserves honesty. As long as this is noted and understood then i will agree to Imperial Fords offer.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my vehicle from Imperial Ford on 10/14/23 and have had issues that have only gotten worse since the first week of purchase. The lack of care, mix of information, customer service, and solutions to this issue have been non existent and I have got nothing but the run around. The main issue is an oil leak that occurred which I brought the vehicle in for service for. I was told that the leak was so bad, it was the worst they had ever seen and that the engine may need to be condemned. I was then told they were unaware of what the liquid was and that they were unsure on what had occurred and that I can come and pick up my vehicle. After hearing this, the team said they had made some repairs in hopes to fix the leak, however no engine was being replaced even though this is currently covered under my warranty. Not only did they not offer any alternative option to ensure it is safe to drive, or to even make me feel at all comfortable with what was communicated to me in regards to my vehicle, the team also never logged my initial case and it suddenly disappeared. I filed a 2nd case which no one followed up with me on, and a 3rd with corporate. I was told that my VIN had the previous owners name and I was not able to receive any information on my own car. I had to call at least 10 times to get someone to look at it and again, no one made efforts to ensure this was resolved. I am now being told that the vehicle came from ****** making me uneligible for a buy back with no other information or investigation. I have not received any documentation and the company has offered me no suitable alternative option. The people at this company are unorganized, dont understand customer service and clearly do not care about the safety of there so called **** family. I am reaching out for help to secure a buyback review, or to please refund my money and deposit so I can purchase a reliable vehicle, one that I feel safe driving my family in and to continue earning an income.

  Business response

  03/15/2024

   ****************** brought her 2020 Escape to our service department on 2/22/24 for an oil leak repair. At that time, we observed that the coolant in the recovery bottle was an odd color. We prematurely mentioned to ****************** that, if this was because of oil present in the coolant, it might denote a major engine problem. It should be noted that we had not, at that time, tested the coolant to determine if oil was present. Subsequently, we did run a hydrocarbon test on the coolant and determined that no oil was present.The oil leak was repaired and the coolant flushed. The vehicle is still covered by *********** train warranty, thus, any internal engine problem would be covered. We have conducted extensive testing of the engine, started and driven the vehicle, and can find no further faults to repair. We understand ***************** concern based on the premature mention of an engine defect and, in retrospect, should have run the testing prior to having that conversation. We wish to assure ****************** that we would gladly repair a   defect if one existed, and the internal engine coverage from **** will extend to 2/3/2025 or until the vehicle reaches ****** miles (present mileage is ******.) We are vitally interested in customer satisfaction, so we are prepared to offer ***************** extended powertrain coverage beginning now and for 36 months or ****** miles which would cover any internal engine failure. We do not anticipate this will be needed, but out of concern for ****************** satisfaction this coverage will be afforded to her. There would be no deductible on this coverage if vehicle is in our service department for a covered repair. Also, substitute transportation would be provided in this unlikely event..

  Customer response

  03/19/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Jeep Cherokee from Imperial Ford in November 2023. The car has been in the shop 5 times since then. Its been nothing but back to back problems. Ive dealt with ************* and **************** I havent even driven the car 2000 miles and the exhaust broke. They want $1000 to fix it and even offered to split the cost with me. Im not paying a **** thing for that POS. I was taken advantage of. I just want to walk away from the car. Ive asked them if I can return it, get my $3000 down payment back and walk away. Nope!!! Im stuck with it. I refuse to pay any money for a car I just bought less than 3 months ago. Its a lemon and Im hitting a lawyer.

  Business response

  02/14/2024

  We are sorry that ******************** has had some concerns with the 2019 Jeep. None of these, however, are major mechanical concerns, all have been handled on a timel basis, and ******************** has not, until the most recent visit, not paid anything for repairs. Alist of dates, concerns, and resolutions follows:

  Transaction date:   10/24/23       Mileage at delivery  49854    Current mileage   52859

  Repair visit 11/14/23

  Tire pressure monitor light on---set tires to correct PSI

  Vehicle pulls left----performed alignment

  Heated steering wheel not heating properly---Jeep calls for reprogramming of the module controlling system--TSB 18-055-19---performed

  Repair visit 12/11/23

  Several dash warning lights on---caused by battery failure---replaced battery--also replaced key fob batteries

  Installed replacement driver's side center console vent

  Reprogramming of steering wheel module did not resolve concern---ordered new steering wheel--on national backorder--will notify customer when available

  ******************** texted 1/2/24 to say she just found damaged small vent cover in rear---subsequently identified piece--concern now resolved in this most recent visit

  Repair visit 2/10/24

  Vehicle is extremely loud---dignosed as faulty exhaust flex pipe---price of repair reduced to internal cost of $950--on goodwill basis, ******************** is asked to pay half of cost--$475--but has declined and vehicle is at Imperial

  Again. we understand that ******************** has been inconvenienced, but Imperial has dutifully resolved concerns.

  *************

   

   

  Business response

  02/27/2024

  Upon review by upper management, the repair was completed at no charge to customer.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my ford explorer in to imperial ford to be fixed about 6 months ago the sunroof would not open. i left it there to be fixed. they took apart sunroof and left it open outside while it rained for two days destroying inside of my car and two baby seats. When i was told it was by a gentleman named Ed K who actually sold me this vehicle orginally. I was not happy but Mr. K put me in loaner and proceeded to find me another vehicle which he did after numerous visits to dealership. I purchased a 2021 ford explorer and spent more money than i anticipated but at least i had a new vehicle two weeks after in new car this explorer started leaking water of all places the sunroof. I called Mr. K again he told me to bring right in and we would get it taken care of. I did and within 2 days the service department told me it was leaves stuck in the sunroof that made it leak and smell horribly, but they could fix. How could they even let me take it originally, Doesn't anybody check these things. I asked about smell because now my new car smelled like mode ,they said they could take care of it. Mr. Kelly told me they had a machine to help get rid of smells. No promises but he thought it would work. I picked up my vehicle 4 days after I dropped off. two days later vehicle stated leaking again worse than before totally upset and frustrated, I called Mr. K again and he said bring it right in. They next day I brought my explorer in and was told I would have to wait at least 2 to 3 weeks and was treated rudely. I asked for Mr. K they said he was no longer with Imperial, and what he said doesn't matter anymore. I was shocked at how I was treated. I left crying!!!!!! My husband is beside himself about this whole situation. Now that Mr. K is gone I have no one to talk to. Ford Service is useless and mean. I need help my children are getting sick from the smell and no one will help me I want out of this vehicle ..

  Business response

  11/28/2023

  Imperial Ford service manager Justin G has spoken to the customer and has arranged for the vehicle to be brought in on December 1st. Justin will remain involved with the repair to address customer's concerns thoroughly.

  Customer response

  11/28/2023

  Hello,

  We were contacted by Imperial Ford regarding this complaint. I do not wish to say we are satisfied until after we bring the vehicle back to them this Friday Dec 1. From what we understand the solution they wish to move forward with will not solve the problem, it will simply cover up a scent for a week or so. The musty smell will return due to the water damage. I will report back once we bring the vehicle in. The requested solution would be a new vehicle as there was clearly and issue before I purchased that was never disclosed. I am truly upset with this whole process, from when my previous car was ruined at fault of Ford and now I am in another damaged vehicle that I am paying significantly more than my other car. Thank you!

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 20, 2021, I placed an order for a new Ford Maverick from Imperial Ford in Milford, MA. Unfortunately the only way to get a new truck, at that time I was told, was to order it. So I ordered one from salesman Daniel A*****, and I asked him how long it would take to get it. He told me two months, at the most four months. I called many times, every two to three months over the wait since then (a year and two months now), and was told the same excuse of "there is a shortage on parts". Now, today, when I called them, Imperial Ford, and spoke to Sales Manager Michael D******, he informed me that Ford has now cancelled all the orders and I wouldn't be getting my Ford Maverick. I have been way inconvenienced over all this time of waiting for a truck and now they tell me they are just going to cancel my order and I'm out of luck! Someone should have notified me a long time ago if this was going to be the case. As far as I am concerned, this should be a legal and binding contract since I have documents showing my exact order and the $500 deposit I left. They have taken a ton more orders in August of 2022! They shouldn't have taken more orders if they hadn't filled the orders from 2021. They also have Ford Mavericks listed on line and they are asking $6000 to $10,000 over sticker. Since they have some in stock, then why weren't they able to fill my order? They are price gouging the customer.

  Business response

  04/13/2023

  I have spoken with Mr ****** and I am working with him to resolve this issue with the building of his Ford Maverick.  

  Looks like when he built it there was a item that he ordered that no longer Ford offers.   Ford tells me they reached out to him to tell him but had the wrong email address.   So they stopped building his Maverick since they got no response.  

  The maverick is still in the future building stage.   Now that I am speaking to all parties I am pretty confident that this will be resolved soon so all parties will be happy and satisfied. 

  Any question feel to contact me. 

  Ty 

  Ed K**** 

  Imperial Cars. 

  Business response

  05/15/2023

   BBB has spoken directly with the business and they have advised that the matter is in the process of being resolved and the vehicle is being built for the consumer which could take up to two months to complete.

  Customer response

  05/15/2023

  
  Better Business Bureau:
  
  Thanks for all your help on this matter.  At this point, I have talked to Ed K****, from Imperial Ford (whom I have spoken to multiple times), he has informed me that he will help me with this issue and is waiting to get a new Ford Maverik when they become available and that I am at the top of his list.  Hopefully he is telling me the truth and this will all pan out. 
  
  Sincerely,
  
  ******* ******

*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. ↩