ComplaintsforDover Ford, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid nearly $3000 for a repair. None of the repair I paid for got done except for tires and an inspection. Tires are now worn to nothing because the wheel bearing they were suppose to fix never got fixed. Now Im out that money and I can go to them to get it fixed because they are now closed.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We took my wifes 2017 Escape in for an oil change and recall back in September. They never put oil back in it, engine seized 5 miles up the road (no the oil light never came on). 4 hours later they finally got it towed. I explained, and showed receipts, that the motor in the Escape only had 30k miles on it, even though the odometer said 101k, we had recently replaced the motor. They said they would get a remanufactured motor and have it done in a week. 3 weeks later they finish and then inform me they put a used motor in it with 96k miles on it. I was not happy but I tried to make a deal with the sales department on the Jeep Cherokee that we were in as a loaner. I knew what the Jeep was worth and what my Escape was worth so I offered to write a $8k check for the difference between them and walk away. They had the audacity to say it would take $19k difference to trade them, they were still trying to MAKE money off of me, I explained that they really needed to figure out that sometimes breaking even from a bad situation is the best scenario. I made an appointment to meet with **** (the owner) and I tried to leave in the Escape. It started squealing and missing as soon as I started it, they tried to convince me that it was coolant on the drive belt causing the squealing, I knew it wasnt so I said take the belt off and start the car, the squeal was still there. 2 days later they said they fixed it and claimed that the timing belt had been put on backwardsmy mechanic friends are all scratching their heads right now because that would never cause a squeal, the belt fits into notches. I met with **** and explained that I really had no faith in the repair and I offered the same deal on the Jeep Cherokee again, he claimed that a $16k difference would be as good as he could do (still trying to make money off a rightfully angry customer). He offered to write up a 12mo/12k mile warranty on this engine that they put in, I agreed as long as the letter covered me anywhere (we spend our ******* in ***********). We left with the letter and the Escape and got it loaded onto our trailer behind the ** to head south. My wife drove it a few times when we got back to *********** and said it felt like it was shifting weird, I blamed it on the adaptive transmission relearning since the computer had probably been cleared when they worked on it. Nope, shifting got worse and warning lights popped on, car died. I got it to a local mechanic shop and they immediately started sending me pictures of missing bolts in the bell housing and turbo bracket along with a transmission cooler line that has been pinched between the motor and the frame. Transmission fluid was low and jet black (should be red), it was burnt due to the pinched line. Turbo and transmission replacement was quoted at $7k. I called and talked to **** and he claimed to not remember the whole previous situation (really? How many times have your people forgot to put oil in a motor??). He gave me an email and I sent ***** letter, all the pics and quote to the overall service manager, ****. Without my approval they called the mechanic shop and paid $4k of the bill, I immediately emailed **** and said I never approved a partial payment and that they needed to cover the full repair. He said **** told him thats all he would pay. I asked for **** to call me and explain why, that never happened. I started pursuing legal action but then I decided I dont have time to deal with that. I was nice throughout the ordeal by refraining from bad-mouthing them, but I gave them plenty of chances to make things right and they failed every time.

  Customer response

  02/09/2023

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/7/22 traded in my 2016 ***** Silverado perfect condition. For a 2018 **** f250. 11/7@ approx. 5pm reported heat didn't work to *********************** whose was my sales rep. *** stated "that's not good let's get that fixed asap. 11/8 truck dropped off at union auto to be fixed per **** in the dover service department. 11/9 multiple calls to union auto to figure out what was going on no answer. Called dover who told me to keep trying. I called dover back as I was frustrated at this point of lack of communication. Spoke to owner **** who stated he was short staffed and he'd call to figure out what was going on. A call back from **** revealed the truck would be ready and good to go around 5 or 6 that night keys will be above the visor. 11/9@aporox 6pm picked truck up at Union auto throughout my ride home truck still presented no heat. Travel distance was 28min.11/10 call to dover Ford in am. There solution was to come pick the truck up asap and drop off a loaner. I found this unacceptable as I was at work and needed to take out personal items in the truck. 11/11-11/14/22 they keep delaying solutions and pushing the ****er at this point I am upset and feel helpless. I have 3 young kids that travel with me and with no heat its very uncomfortable for them. Winter is approaching fast.

  Customer response

  11/26/2022

  I have not heard from the business in response to my complaint. They finally fixed my truck never once communicated I had to keep calling every day. Finally get my truck back and it has an additional 500 miles on it, also came back covered in mud, and had cigarette ashes all over the truck... Not happy not good business, not professional, and I hope I never have to deal with them again worst dealer I've worked with hands down.

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