ComplaintsforTimbrook Ford of Oakland, Md.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchace: 12/20/2022 (Purchased while under Manufactures Warranty) Product Purchased: 2018 Ford F-150 2.7L Eco Boost Milage: 38,500.00 List price: $38,000.00 + Taxes, Titles, & Tags Additional Costs: Extended Warranty - $4,000.00 + $499.99 Dealer Fee I bought a 2018 Ford f-150 2.7L Eco Boost Vehicle in December of 2022. This vehicle was still under manufacturers warranty. Shortly after purchasing it transmission isues started to arise, listed below is the series of events that unfolded over the last year. Repair #1 - Valve Body Replaced (Failed) Repair #2 - Replaced Valve Body - Did no Fix Issue Repair #3 - Transmission Cooler Replaced -Blew out on I-68. Causing the truck to jerk and slam violently a t70 MPH with my Wife in the vehicle Repair #4 - Tourque Converter Replaced - Did not fix origional Issue -Transmission Cooler Blew out again on I-68. Causing the truck to jerk and slam violently at 70 MPH this time with my Wife & Kids in the vehicle) Repair #5 Transmission Rebuilt - This lasted 12 days and it failed again on I-68. Causing the truck to jerk and slam violently at 70 MPH this time with my Wife & Kids in the vehicle When this truck failed on us on I-68 its was a very violent action. I do not feel this truck is safe. My wife and kids are now afraid to ride in it. I have worked with the dealership and Ford Customer Service. the vehicle is now sitting at another dealership since Timbrook of Oakland dosnt know what to do. I was informed that the new dealership cannot even look at it for a few weeks, Than its waiting for parts, and than to be repaired. This truck has either been waiting for parts, to be repaired on in the garage since i bought it. I have not missed a truck payment and yet i am driving vehicles that are not mine and they are affecting my daily life by limiting what i can do with these Loaner vehicles. I am also reaching out to to West Virginai's Attorney General for help

  Business response

  11/08/2023

  As the complaint states this used f-150 was purchased with warranty from Ford and we as a dealer addressed the trucks malfunctions as directed by Ford in steps that lead up to the complete rebuild. when the truck came back i was very disappointed that doing what Ford said did not fix the problem. we then, with the customers knowledge sent the truck to another dealership not because as the customer states "doesnt know what to do" but to double check us. all was well except a small amount of excess fluid was added to the transmission which caused the last problem. the excess was removed. The truck was tested, driven 40 plus miles and returned to the customer. None of the last part of the complaint was true. There were no parts ordered and the truck was back in the owners hands a much shorter time period. This may well have been a miscommunication from for customer service. At no time did the owner go without a loaner which is not required by Ford. during the 11 months of ownership the customer has logged over 12,000 miles. we feel that a full refund including tax and fees to unreasonable.

   

  Customer response

  11/29/2023

  Firstly, Weather by blood or marriage I do NOT have any relation that works at Timbrook Ford of Oakland, I personally know a few employees and I am close to two of them as I date their aunt Michelle whom I call “My Wife” so I am “Considered” “U

  ncle Justin”. I do not feel that I received any better service than any other customer. They keep pointing out milage as their argument with Swanson pointing out it is not uncommon for vehicles to come back into the shop once after purchasing. I would agree with that statement, but my truck has been back six times in 11 months. If we do a little math
  6 Visits to Service Dept for transmission issues / 11 months of ownership = 1 Visit to Service Dept every 1.83 Months
                                                                               Or
  6 Visits to Service Dept for transmission issues / 12,000 Miles = 2,000 Miles per Visit to Service Dept
  The issues with this truck did not start at 12,000 miles, they started less than 2,000 miles after the purchase of the truck and continue to this day. When it comes to the milage that truck has acquired thought the year. I was told by the Service Dept to drive it while parts were on back order multiple times, and to drive 1,000 miles every time something was repaired to let the adaptive shifting learn itself before they would look at the issue again. The truck has never functioned properly and is still not functioning properly the entire time I have owned it has been nothing but a nuisance.
  These issues affect everyday life in my household. Yesterday 11/28/20, we cancelled an allergy appointment for our son. We were scared that if the truck were to fail on the highway in the conditions yesterday that it would most definitely cause an accident. Swanson talks about having a vehicle stop on his wife on the highway on a curve and selling it for a loss. My vehicle was under a manufacturer warranty when purchased and failed under that warranty. When this truck failed on the highway, all THREE times it was not just a vehicle coming to a stop. This was a violent Jerking action that shook the entirety of the truck slamming everyone and everything with ferocity. It was severe and inflicted fear into the hearts of my kids and Michelle to the point they do NOT want to ride in this truck.  
  Which the issues are still NOT repaired as the transmission is not functioning as it should, jerking into certain gears and clunking into others. We have yet to drive it on the highway, as we fear it will fail on us again leaving us stranded in the winter months or causing a major accident on slick roads.
  I also now must go out of my way now to take my truck to a different dealer as the last meeting I had with Swanson he informed me it would be “Best if I took my truck elsewhere from now on for any service or maintenance issues” so he basically told me not to come back.
  What Timbrook offered me for buy back I would not be able to replace my truck with a comparable truck, with similar miles, warranty, and trim package. With their offer I would be able to pay off what I have financed and that’s it. On their own website they are selling a 2019 ford F-150 with 78,883 Miles for $34,995 my truck has 48k miles and they say mine is worth $23,000 – $26,000.
   I feel for all the grief, trouble, fear, and ill effects on personal life this vehicle has caused me. A full refund is only fair, because this truck has us nothing but issues since we purchased it and continues to do so. 
  
  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. ↩