ComplaintsforApple Ford Lincoln

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Date of Purchase: 11/27/2021 Price Discussed: $78,555 (Sticker Price) Price Charged: $80,850 Traded in 2021 BWI. First offer, $54,000, negotiated and offer was changed to $56,500. During this purchase only price discussed was sticker price of $78,555. After got home reviewed sales order and noted price charged was not what I paid. I immediately called my salesman, Zack, he knew nothing about the price charged and said it should of been sticker price and referred me to finance managed. Left message for Dylan and he called me Monday, Nov 29 and indicated there would of been destination and delivery added and I indicated that it was already on sticker $1095.00 which did not equal the $2,295 I overpaid. Dylan then went to service manager and then told me this was only vehicle on lot and there are dealer markups that gets added for cars when inventory is low and i got the last aviator. So I get penalized for buying last car and no one even discussed it with me. How can that be? I personally believe it had to do with my trade in, they gave me less on my car or at least it feels that way and i indicated to Dylan that was what I felt was happening and that I was not happy and would file a complaint with BBB. I was not given option of buying car for $80,850, after initially I didn't want to go over $70,000 but there were not a lot of choices so I felt I had to purchase at $78,555. AT NO TIME WAS $80,850 DISCUSSED WITH ME, NOT EVEN DURING THE FINANCING. SEE STICKER AND SALES CONTRACT ATTACHED. I WANT A REFUND OF $2,295.00.

  Business response

  02/14/2022

  Business Response /* (1000, 13, 2022/01/10) */ I reviewed the entire deal from the 1st figures presented to the customer to the final documents signed by the customer and they are all the same. I see no disparity in the figures based on all the documents presented to the customer. Consumer Response /* (3000, 15, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) At no time was $80,850 discussed with me as the sales price, we always used $78,555 as the sales price. Nothing has changed on my thoughts from this deal, I know I was cheated. Where are the documents from the 1st figures presented to to me, I do not see them attached? Case not stated very well by dealership. The mistake I made was by not reviewing the numbers and signing the sales contract without reviewing the numbers first, but things were moving fast and I was exhausted and wanted to go home. Dylan put sales contract in front of me and showed me where he added in extended warranty and "this is amount of check you will need to bring to us ($29,478.72)." I thought the number was high but I also did not know what it cost for taxes, out of state transfer, etc. In the past finance person has gone over sales contract from top to bottom, which did not happen, which now leads me to believe they were trying to be underhanded about price. One thing I cannot deal with is dishonesty. Will be my last purchase from this dealership and I will make a point to tell everyone I can about this incident, because deep down I know they are very deceptive in their dealings with their customers; absolutely CANNOT BE TRUSTED. Business Response /* (4000, 17, 2022/01/12) */ Ms. ******** is welcome to come to the dealership to review all documents presented Consumer Response /* (4200, 19, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) If there was something Apple Lincoln can share with me in person, then they can scan and attach to BBB response. I will NOT be making the 50 mile round trip for this business that has no intention of making things right; they are a bunch of dishonest non-professionals. I do not have the time to go to Columbia. My first contact with Zack regarding this transaction, he indicated to me on the phone that the price we discussed was $78,555.00, so he too was under same impression as me, but obviously all liars and thieves stick together. Even Dylan tried to make up excuses when I called him, i.e. freight and delivery (already on sticker price) and then after speaking with sales manager, miraculously came up with dealer markup. This dealership has lost all credibility with me, I trust none of them. Social media will not be their friend.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck has been broken for over a year. I have worked with Apples service department but they have been unable to resolve my trucks problems. I brought my truck in on 10/20/2020, 01/06/2021, and 06/08/2021 complaining about intermittent traction issues. They were unable to find anything wrong but they did charge me $500 to test and replace a battery. After 2 weeks it began to buck constantly so I scheduled an appointment. I brought it in on 07/09/2021 and they had it "fixed" on 08/13/2021. I was able to take it for a ride 2 days after and it was bucking intermittently again. I contacted Frank the service advisor I was working with and he got me in contact with Curtis **** the Service Manager. I took Curtis for a ride but the truck wouldn't buck due to it being a cooler day but you could hear a whine/grind noise coming from the front drivers side. He tried to sell me tire to fix the whine/grind and told me how to test the truck when I bucks again. It bucked and his test worked so I contacted him and brought it in on 08/30/2021. They did not fix the issue, instead they did a TSB. I got the truck back and it still had the issue. I attempted to contact both Frank and Curtis to no avail. Ford Motor company called and scheduled an appointment for 10/18/2021. On drop off I was told I didn't have an appointment so they created one. 2 hours later they called saying the could not reproduce. I showed Mauricio B. the service advisor a video of my truck set to 2H but physically in 4wd. He attempted to talk down to me stated that he didn't know exactly how the 4wd system works but that was how it should work, the system is always in 4wd. That is a flat out lie. The whole point of the IWE is to engage and disengage the 4wd system. This issue has caused damage to my powertrain (hub, cv, diff) and will further damage it any time the truck is driven. They also refuse to fix the cam phaser rattle that still exists after the PCM reprogram that "fixed" it.

  Business response

  02/07/2022

  Business Response /* (1000, 7, 2021/11/29) */ RE: We received a complaint # ******** on your business External Inbox Curtis F. Nov 22, 2021, 9:22 AM (7 days ago) to me Good morning Lisa, I have tried a few time to reach out to this customer to set up a time to bring the truck back in so that I can go for a test-drive with him. I called cack one time and I missed his call. I tried calling him again and no answer or return call Consumer Response /* (3000, 9, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We already did a test drive and Curtis couldn't hear anything then tried to sell me tires. We need to do an objective test not a subjective test. Koons Ford was able to hear my issue but would not work on the truck due to Apple Ford starting work and not finish.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Used 2013 Camaro 07/23/2021. I noticed the car was driving funny so I checked the tire pressure. The back right tire was over inflated to 56. So i quickly took some air out to see if the driving will get better. Nothing changed so I took the car to the dealership service center just to be told that I need new tires. I called the office hoping for a resolution since it has only been a few weeks (less than 30 days) but was told that there is nothing they could do to assist.

  Business response

  01/18/2022

  Business Response /* (1000, 18, 2021/10/08) */ after reviewing the complaint i reached out to the service advisor who helped the customer. He stated the tires were worn due to burnouts/spinning the tires. the state inspection shows the depth of the tread and when the customer returned a couple of weeks after delivery the tread depth was much less.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In Oct. 2017 we purchased a 2014 Ford F-150 XLT from Apple Ford. The vehicle was from Canada & we were advised that didn't make any difference in anyway. After purchase we found the language was in French & the speedometer in kilometers & called Apple & they made the corrections. They changed the odometer & neglected to properly document why the odometer was changed. We went to trade in the vehicle 3/6/21 & the Carfax revealed the odometer was tampered with & our trade-in value was reduced approx. $10,000. Because of the handling of our used Ford by Apple we lost the appropriate trade-in value. Apple was advised of this via letter on 4/28/21, they acknowledged receipt via email requesting documents which we submitted, and despite follow-up from us, we have heard nothing. It DID matter the vehicle was from Canada, so that was falsely represented to us & Apple did change the odometer which greatly impacted the value of our vehicle at trade-in.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/08/23) */ Contact Name and Title: Chip D. Contact Phone: ********** Contact Email: ****@appleford.com We take great pride in our customer service, and it is entirely inaccurate for the ******** to claim that the odometer on the vehicle was tampered with. The reading on the odometer was in Kilometers. It therefore had LESS miles on it than it reflected, meaning the vehicle was worth MORE when the ******** sold it. We have asked them on multiple occasions for any paperwork to support their claim that this negatively impacted the value of the vehicle when they traded it in, or why they would accept a reduction in price. They have not provided any such information, and there is no explanation they have given to support their claims. We have communicated promptly to every request they made, but they have not provided any basis for what they have asserted. Consumer Response /* (3000, 7, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) On June 8 we responded to Jesse N.'s request for documentation via email, with the requested paperwork attached. By June 17 we had not received a response so another follow-up email was sent by us to Jesse N.'s attention -- and we still had not had a response, thus our follow-up with BBB. We did NOT receive "multiple requests" for documents, just the one email from Apple Ford which we responded to. Again, NO response received following the two emails from us. That the odometer being "LESS", as indicated by Apple Ford, is NOT the issue. The CarFax report indicates "TAMPERING" with the odometer which is what led to the decreased value of the trade in of our vehicle. Had the change from kilometers to mileage been properly documented by Apple Ford at the time of the alteration, our trade-in value would not have been affected. Business Response /* (4000, 9, 2021/09/02) */ The information provided by the ******** is again incomplete and inaccurate. The Carfax report (attached) shows NO rollback. The mileage is and always has been accurate - the only discrepancy is that it was logged in as kilometers after it was brought into the US. The ******** NEVER attempted to contact us to discuss this, when just a little effort and a little common sense would have shown that their conclusion was wrong. Consumer Response /* (4200, 11, 2021/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Ford truck we purchased from Apple Ford was sold to us with kilometers on the odometer and the odometer statement on our sales documentation indicated "mileage". This should have been changed to "miles" at the border checkpoint and properly documented. Again, the car-fax indicated a warning that the odometer may have been "rolled-back", and Apple Ford did not provide any authenticating sticker for the door panel which is required. Again, the "rollback" is not the issue. The fact the odometer was altered by Apple Ford after we purchased the vehicle and was not properly documented it is the issue. When we went to purchase our new vehicle and trade-in our Apple Ford purchase, this should have been a seamless event. Common sense dictates that we should not have to engage a prior car dealership in the already tedious process. Again, because Apple Ford altered the odometer without properly authenticating, we lost thousands of dollars in trade-in value and are seeking remuneration. To assume the customer would be aware of the odometer altering process and requirements from kilometers to mileage is absurd. We sent Apple Ford the documents requested in June and never received a reply, even to our follow-up communication.

• Initial Complaint

  08/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I began experiencing issues with my door latches not latching on my 2014 Ford Focus around the end on July 2021. I made an appointment at Apple Ford for 7/20 and they gave me an invoice and too my knowledge fixed all three recalls that were on my car ( one of which was TCM issues). Around 8/6 my check engine light came on and my gear shift started slipping while I was driving . I took my car into autozone 8/7 and tan a diagnostic to find out that it was my Transmission Control Module acting up. I called Apple Ford and they wanted to make an appointment for me to come in for 8/26 but I stressed the fact that my car was almost completely inoperable and a danger to drive. They told me to bring it in when I got the chance so they could run their own diagnostic , but if it was the TCM the parts were on national backorder. Around this time i have spoken to the service manager MULTIPLE times about trying to get a loaner vehicle . I got the car towed to the dealer on 8/11 and haven't heard bac

  Business response

  01/12/2022

  Business Response /* (1000, 7, 2021/08/26) */ DEALER REQUESTED RENTAL ASSIST FROM FORD AND IT WAS APPROVED. CUSTOMER IS UNDER AGE SO RENTAL COMPANIES WILL NOT RENT HER A VEHICLE. PART IS ON NATIONAL BACKORDER WITH NO ETA AT THIS TIME. THANKS Consumer Response /* (3000, 9, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The part is on National Back Order and it's been in the shop for almost a month now . I have no transportation to work or appointments. Dealership did offer a rental but they also only wanted to cover 35$ a day which will leave me paying an extreme amount of money for a rental car. Which is ridiculous because my car is in the shop because of the dealership and the Ford Motor Companies mistake. Attached is an image of the first invoice in July I received stating that they KNEW I had a recall on the tcm, however they didn't even try to order the part then . Business Response /* (1000, 13, 2021/09/09) */ 9/9/2021 VEHICLE REPAIRED AND RETURNED TO CUSTOMER

*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. ↩