Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased brand new 2023 **** on 8/17/23 and paid $300 to have it delivered. Truck arrived covered in tree sap with severe damage to the roof and all plastic moldings/trim on the truck. Dealership arranged to come back and pick up the truck to have it repaired. They brought the truck back a second time on 9/24/23 and had only partially repaired/removed the tree sap. It even came back with tree sap covering the entire bed of the truck which wasn't there when they took it back the first time and they installed a bedliner in an attempt to cover it up instead of fixing it. They were also supposed to supply a front license plate bracket, which they did, but it's not the correct one for this truck. Dealership is now refusing to come back and get the truck to repair and remove the remaining tree sap issues. One would think that you wouldn't have a need to look at a brand new truck prior to purchasing and that you'd be safe in paying them to deliver it, but this has certainly been a lesson learned. We just want the damage repaired and the remaining tree sap removed before it causes even more damage to the plastic and paint. Given that this dealership is so far away (over 4 hours) and we paid the delivery fee, we do not feel that we should be responsible for taking the truck back. We even offered to take it to a Sheehy dealership in Virginia but they said no.

  Business Response

  Date: 10/18/2023

  We professionally repainted the roof and removed the tree sap from the remainder of the vehicle. We also replaced the door belt moldings and rear window run channels. We also installed at no charge a bed liner which is in lieu of any additional sap removal in the bed as it is covered with the liner. We did bring a loaner truck to him and bring his vehicle back to make these repairs. Following the repairs we returned his vehicle to him. At this point we have done all the items for complete satisfaction. We have also stated that we would take care of additional items if needed. However, we would not be able to accommodate any additional pick up and deliveries from his home. 

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my parents a brand new Ford ******* ****** on July 25, 2023. Two weeks later when using the back seat for the first time they noticed a small cut on the seat right on the stitching. I texted the sales person on August 10, 2023 with an image and he never responded. Then I called a week later and his mailbox was full. Then my parents called and talked to the general sales manager and he said there is nothing i can do since I don't know how it happened. If that is their policy then they should do a thorough inspection with the buyer at purchase with photos. They said they are not responsible.

  Business Response

  Date: 10/13/2023

  It appeared that the vehicle had damage to the rear seat that occurred after the sale of the new vehicle. The vehicle and features are shown before the customer takes delivery and the customer signs a sheet showing that nothing was owed. The seat didn't fit the guidelines for the manufacturer warranty as it was not a fault of the product but damage. 

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the business can not provide photos of the rear seat as being undamaged prior to selling the vehicle. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a service appointment and dropped my vehicle off the night before. The next day, the service department called and told me that my vehicle could not be looked at for 2 weeks. We therefore came to pick the vehicle up. I called the scheduling service and requested another appointment for which I was told that the earliest was 3 weeks. I made the appointment for the new date. Two weeks after the original appointment, I receive a call from this dealership that I can bring the vehicle in. It was taken into the dealership that day (Monday). Wednesday the service department called to say the vehicle will be ready in an hour and that we would get a call to come pick it up. We never received the call. It is now Thursday at 6:30pm and still no call. I therefore called the dealership to see what was happening with my vehicle. An agent answered and transferred me to the service department. The phone just kept ringing and ringing until she picked it back up. She again put me through the same loop and the phone rang and rang until she picked back up. She sent me through the loop again and this time when she picked the phone back up once more, I stated that  it’s “still me waiting” and she smirked and hung up on me! This is the first **** I have ever owned and it will be the last. This dealership is terrible and their customer service even worst if that's even possible.

  Business Response

  Date: 06/19/2023

  Voicemail left on customers daytime phone number this afternoon. I will try again tomorrow and update.

  Business Response

  Date: 06/28/2023

  I spoke with the customer last week. She and I discussed her experience in detail. She just wanted to express her disappointment in how the communication went throughout the process. She had the vehicle repaired elsewhere so I was unable to correct her concern. The conversation went very well. She can reach out to me directly with any future service needs.

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2014 I purchased a 2014 Ford ****** from Sheehy Ford in Gaithersburg, MD. Part of my purchase included Sheehy's maintenance plan called the VIP Club. At the time I was under the impression that the VIP Club included a lifetime of oil changes for the new vehicle that was purchased. Since 2014, I was never charged for a oil change at Sheehy Ford. Unfortunately, the free oil changes ended today on 3/11/2023 when I was told that my VIP Club maintenance plan ended in June 2021 and to continue receiving the benefits of the VIP Club, including free oil changes, I would have to pay $199.00 which will cover the next 3 years. I visited Sheehy multiple times since June 2021 and was never charged for a oil change. At the time of my purchase of the vehicle, in 2014, I was never told I would have to pay additional fees after 7 years to keep the benefits of the VIP Club. Most off the advertising for the VIP Club states "a lifetime of benefits", but doesn't mention the plan only lasts 7 years and you'll need to pay $199.00 for every 3 years afterwards. Sheehy needs to change their advertising for the VIP Club.

  Business Response

  Date: 04/28/2023

  4/28/2023 

  Response from Sheehy Ford Lincoln of Gaithersburg: 
  

  After viewing the point-of-sale pamphlets and the original VIP contract I see terms listed on both. His contract did expire in 2021 and 2 services were completed after the expiration date. Those visits were absorbed by the dealership based on the service advisor not realizing the expiration date. Once discovered the plan had expired the customer was offered the continuation membership. 
  

  Thank you,

  ***** ****. Service Director 

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the signs used to advertise the VIP Club says you get a lifetime of value making you think you pay one price and get benefits for the lifetime of the vehicle. Instead you have to pay $199 after 7 years for 3 years off benefits.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2016 Ford **** in for service with a cooling fan running after the engine was off. 1st visit they said nothing was wrong and sent me on my way. Problem continued to happen the same day plus now the engine light was on. Scheduled and returned to Sheehy Ford for service. Now they said they replaced a relay switch. Asked if that solved the problem including the engine light being on. They said yes. "All Set". Problems only got worse as the engine light came back. Took back a third time and now they said the engine block was cracked and there was coolant infusion in the cylinders. Quoted me $9200.00 to replace the engine and said it would be 4-5 weeks before they could get the parts and install it. Having to rent a car for 4-6 weeks would cost me about $600-700/week so I decided to buy a new car. Met with the salesperson who had my car appraised. After the back and forth games they play they said they would offer me $11,000 as a trade-in. I said i needed a week to decide how to proceed. the following week I decided to purchase a car elsewhere and called Sheehy Ford back to tell them I wished to sell the car and they reduced their offer to $9500 since it was going to be a trade-in. I offered to meet them in the middle and the sales manager said he would ask his manager and call me back shortly. After playing phone tag, the original salesman called me and said they decided not to buy the car at all. They are playing bait and switch with me to buy a new car from them. Their service dept and sale dept have treated me very poorly. I treated them fair and was always honest. They were not.

  Business Response

  Date: 09/28/2022

  ---------- Forwarded message ---------
  From: Greg W************ <***************@sheehy.com>
  Date: Tue, Sep 27, 2022 at 2:53 PM
  Subject: Complaint # ********: ***************** - Sheehy Ford Lincoln of Gaithersburg
  To: [email protected] <[email protected]>
  Cc: Shawn L********** <**********************@sheehy.com>
  

   

  Complaint #******** (*****************).

   

  To Whom it May Concern,

  We have worked with ************ to remedy the situation regarding a repair needed outside of the Extended Service Contract. He has noted two incidents, with the first one being the repair of the vehicle. We were able to get assistance from the Manufacturer and reduce the price out of pocket for the customer from $9556.98 to a final paid amount of $2,503.86. ************, has paid that bill and taken possession of the vehicle at this point. The second concern he brought up was the Trade In of the vehicle while it was broken. At the time of appraisal we were not aware/guaranteed any assistance from the manufacturer to make the necessary repairs needed for resale. While negotiating a deal we gave the customer a significant amount more value than it was worth by taking the profit margin of the selling vehicle to raise the value of the broken one. Because the customer decided to purchase a vehicle from a competing dealer, we no longer had the margin in the replacement vehicle to use and inflate his trade value. Therefore, we were stuck with offering him the actual appraised value.

   

  Greg W**********

  General Sales Manager

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

  Sheehy Ford Lincoln of Gaithersburg