ComplaintsforEmpire Ford of New Bedford

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife ********* and I purchased a used 2023 **** Edge ST, **** Blue Advantage Gold Certified ***************** with ***** miles from Empire **** of ********** on 5/5 and took delivery on 5/7. The experience with Empire **** of **** River has been so frustrating, from incorrect Purchase/Sale and Odometer Statements being submitted to the *** (Completed Registration Date 5/23), to numerous return trips to service for tire/wheel problems that were identified during our test drive on 5/5. The fact that I had to bring the vehicle to another **** Dealer at the request of Empire **** of **** River on 5/20 to confirm the tire/wheel problems and pay $100.00 for balancing is infuriating. ***** **** recommended replacing two tires and all four tires were original to the vehicle with similar date codes. Replacement of the two tires and a road force balance of all tires on 5/24 has improved the ride quality. I wish Empire **** of **** River had taken the safe approach and replaced all four tires at the same time, but this was not the case. Empire **** of **** River did not provide me with a reimbursement check for $100.00 on 5/24 and the Service Manager (*************************) said that he had submitted a reimbursement request and that I should receive a check within 10 days. On 6/18, I sent a message to the General Manager (***********************) to make him aware of the situation. On 6/20, the Service Manager (*************************) texted me to say that I should receive a check by the end of June. To date, General Manager (***********************) has not responded to my message on 6/18 and Ive not received a check for $100.00.

  Customer response

  07/30/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Empire **** has not answered any of my numerous emails, texts and telephone calls and neither has their salesman, ***************** that I dealt with or the financial manager regarding check #*** in the amount of $3000. I was not approved by the bank for a loan and Empire **** in ********** is still holding this $3000 check that they were "holding" for 30 days for a possible down-payment if loan was bank approved which it was not. I believe the date was June 26th, 2024 when I went into the dealership. The only settlement I want is return of my check.

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Empire (Fall River) same as New Bedoford sold me a 2021 ****** Altima and took my ********** as a trade in , they gave me 7k for it so they said, which i had to take a new loan and roll over approx 2800 from the mitusbishi loan. To date it has been over *************************************************************************************** to pay it? 2nd I had to make a payment on the ********************************************************************************************** because they could not get a title, which is again not my problem but figured it would be fixed in a week. They told me to go in to get a receipt showing it was paid and ***** never seems to be in and the bank states not paid. They also told me they would fix my rim while they were waiting on title and now they want me to put it threw insurance they sold me for 2500 that I never wanted they said they give it to everyone. Well giving insurance and buying extra insurance is something different! Only insurance I wanted was Gap. So they gave me a loaner car to drive & still has not paid off my car or fixed the rim for the Altima that cannot be registered. I have never seen this in my life. I reported this to Atty *** and Arcbar I need help this is ruining my credit and now I may have to re register my car the car dealer said for the Altima when I paid them cash for this, none of this is my problem. I have never been more robbed or scammed but now I get it. I just want my trade in paid as promised, and the 21 Altima I bought registered and the rim fixed (due bill) as promised in a text. Once all said and done I would never suggest any one going the this dealer. Not sure if everyone there is a liar and a thief but next maybe I should try and reach the owner. Have not had any success maybe he is not aware of the shady business deals they are doing down there> Please help next is the NEWs channel 12.

  Business response

  04/09/2024

  Customer is all set and all issues have been handled.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my truck off to be fixed on 2/5. I received a text stating it would be done yesterday. Today they tell me they are hoping it will be done next week. The girl at the desk rolled her eyes at while snapping her gum and texting on her phone. She stated she didn't know what to tell me that they've had trucks for over 6 months.

  Business response

  03/09/2024

  Vehicle has been completed! Please communicate with ***** if you have any further questions at ************.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A 2018 **** Expedition was purchased in July 2022. The running boards and the passenger side mirror were not working properly. The salesman ***** said that would be fixed when the parts came in. I brought the car in to be serviced and they said they will not replace the running boards or the mirror and the salesman no longer works there. This is the third appointment I have had since July. The first two which were earlier in the year they did nothing to the vehicle. This current appointment they told me it will cost almost $3000 to have the running boards replaced and they will not honor what the salesman said.

  Business response

  03/23/2023

  I  apologize but we have a different record of your concerns. The day you took delivery of the vehicle when you test drove the vehicle the running boards were working without a problem but there was an issue with the mirror. When you got home you called ***** to let him know they were not working and we made a service appointment for you to come down so we could take a look at them along with the mirror. You came back to get these concerns addressed on august 8th. Once you arrived the problems you had cited where looked at and diagnosed and even though when the vehicle came down here and the running boards were working we cleaned and greased the motors and ordered the part for the mirror. The vehicle came back in on march 6 for a totally unrelated claim and no other work has been done to the vehicle. ************************* my service and parts director reached out to you yesterday in regards to the running boards and stated we would either help you with the labor and parts pricing or maybe go as far as paying for the labor and heavily discounting the parts pricing for you to make it easier to be completed. Looking at your deal the vehicle no longer has bumper to bumper warranty (this repair would be covered by that) and you did not opt to go with an extended warranty (this would also cover the repair) power running boards are a wear item not a safety item and while we are willing to help there will have to be participation from you to get this rectified. Which given the above listed facts we have deemed to be very fair 

  Business response

  03/23/2023

  I  apologize but we have a different record of your concerns. The day you took delivery of the vehicle when you test drove the vehicle the running boards were working without a problem but there was an issue with the mirror. When you got home you called ***** to let him know they were not working and we made a service appointment for you to come down so we could take a look at them along with the mirror. You came back to get these concerns addressed on august 8th. Once you arrived the problems you had cited where looked at and diagnosed and even though when the vehicle came down here and the running boards were working we cleaned and greased the motors and ordered the part for the mirror. The vehicle came back in on march 6 for a totally unrelated claim and no other work has been done to the vehicle. ************************* my service and parts director reached out to you yesterday in regards to the running boards and stated we would either help you with the labor and parts pricing or maybe go as far as paying for the labor and heavily discounting the parts pricing for you to make it easier to be completed. Looking at your deal the vehicle no longer has bumper to bumper warranty (this repair would be covered by that) and you did not opt to go with an extended warranty (this would also cover the repair) power running boards are a wear item not a safety item and while we are willing to help there will have to be participation from you to get this rectified. Which given the above listed facts we have deemed to be very fair 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have brought my car in for service for the same complaint, a clunking noise in the front right passenger side 5 times. They have either attempted to fix it with no resolve or told me they don't hear anything after keeping my car for several weeks. The most recent time I brought my car in was on July 5, 2022. They have diagnosed the clunking as needing a new strut and also discovered my transmission was leaking and needed a new part which needed approval from the warranty company. The warrant company has approved the repair and the parts have been ordered and received. It is now July 27th and I am still without my vehicle. Every time I call for an update I am placed on hold or told they will call me back and I hear nothing back. I constantly have to reach out to them for updates and still get no where. I am beyond frustrated and want my vehicle fixed ASAP and returned to me. I think 3 weeks is more then enough time for them to have repaired my vehicle especially since this is the 5th time I have brought it in for the same thing!!

  Business response

  08/18/2022

  Repair has been completed length of time elapsed due to parts availability. 

  Customer response

  08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to empire **** because I was in need of a car ,chose **** because I found online a good car for a good price got there they made a bunch of excuses of why they no longer had the,car found one I liked only had one complaint immediately,it was tires pressure was off rough noisey ride and tread was down to wear indicators...salesman said it still has to get inspected we have a 132 point system they will swap those out...then after making **** down payment on a ***** $ car it took mee calling a bunch before salesman finally got it inspected and dropped off on empty of gas and warn tires,filled the tank realized the gauge was broken,it took them 2 weeks to register my car and I was unable to aquire a state inspection after finally inspected my mechanic found oil leak and 20%tints,after demanding it be fixed I got attitude and rude remarks got put on hold for ever getting my call transfered back and for to the same people only to be put on hold and transfered some more.questions Un answered for weeksfinaly took my car in for inspection 4 days no car no rental,then I finally get a date to bring it in March 2nd they had my car till 15th no rental took me calling for them to say ohh it's been fixed and ready to take sorry no one called and let you know,go to get my car it takes 20 minutes to find my key so I go to leave my cars in gear but it's not moving literally had to give it ****rpms it finally breaks free with a God awful noise now my rotars are warped an to boot it came back with a check engine light,a traction control light and an abs light I took it back immediately and the assured me the breaks are just surface rust.its been 4 days and there making noise and wobbling upon breaking.they scanned the car for codes said the light should shut off but never did went to autozone and engine light was for the same part "they fixed" apparently messed other things up trying to make the repair was unable to provide me documents on the services fix #2 coming right up

  Business response

  03/28/2022

  To Whom it may ****************************** are in receipt of the complaint filed by *****************************. Customer is bringing his car into service this week for a diagnosis and/or repair. We will follow up with diagnosis. Please call me with any questions.

   

  Thank You,

  ***** Pachec0

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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new engine repair under warranty. My car broke down and over heated a week after the installation, had to be towed and repaired again the shop. Prior to that, it was nearly impossible to get an advisor to give me a straight answer or even a timely response as to what was wrong with the vehicle. I was left with no car and no care from the company, I had to get a case with corporate to cover my rental (which I still have yet to be reimbursed for). My car then began having issues, I brought it in again to have it checked, they said nothing was wrong. Fast forward 2 weeks later, my vehicle breaks down yet again. They were able to repair it but told me I had to wait for parts and verbatim be cautious driving it. I asked for all records of my vehicle being repaired and the denied me documentation and records of my vehicle being towed there for the second repair for a total of 5 days. I applied for a lemon and because **** has not kept proper record of all docs I am unable to quali

  Business response

  09/14/2021

  Hello ********, Let me look into this with the Service Manager and figure out what transpired. I will reach back out shortly!

*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. ↩