ComplaintsforMorrie's Minnetonka Ford

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed a custom order for a new truck on 12/23/21. This order included 7 options (including an engine block heater) added to a base **** F150. The copy of the Order Summary that Morries Minnetonka **** gave me lists all of these options, the base vehicle, their respective costs, and a total cost of $X. I took delivery of the vehicle May 20th, 2022. The Retail Purchase Agreement that was completed that day includes a Cash Price of Vehicle, $X, which is the SAME value indicated on the Order Summary.While doing some maintenance on the truck this April (2024), I realized that the cord for the engine block heater was not present. I reviewed the window sticker for the truck and noticed that the engine block heater was not listed in the optional equipment section.So, I stopped by the dealership a few days later and spoke with a salesman about the situation. He couldn't do anything about this issue and provided me with the business card of the sales manager who called me back that evening. Initially, he incorrectly assumed that I would be willing to pay to have the option installed. Then, in a text message he indicated that I didn't pay for the option because it wasn't on the window sticker. Then, in a different text message he indicated that since I paid less than the **** on the window sticker that I didnt pay for the option.In the last text message I received on 4/10/24, he indicated that he needed to review their files and he would contact me by 4/12/24 at noon. He never called back. After a week passed with no response, I called and left him a voice mail asking what he had found, but he never returned that call either.If the cost on the Order Summary (which lists the missing option) is the same cost used on the Purchase Agreement, how is it possible that I didnt pay for this option??? The multiple varying excuses from the sales manager, lead me to believe that they are just that, excuses and that I did pay for, but never received the option.

  

  Business response

  06/20/2024

  To Whom it May ****************** vehicle was ordered with a Engine Block heater and **** left it off the build because it did not have the parts available to complete his build.  It is not on the invoice or window sticker so he did not pay for the accessory.  This was explained from the notes in the *** in May of 2021 when he took delivery.  The **** of the vehicle did go up from the time he built the **150 to the time he took delivery and paid $3560 less of **** when he took delivery in May 2021.

  Customer response

  06/24/2024

   I am rejecting this response because:
  

  The vehicle was delivered in May of 2022, not 2021 as you mentioned.
  
  What is CRM?  Can you provide a copy of these notes?  Did I sign them?

  If **** didn't have the parts to install the engine block heater option when the vehicle was built, did Morries provide me some type of refund?
  
  How does paying less than the **** have anything to do with not paying for an option?  With all of the incentives, rebates, and pricing plans I doubt that anyone pays the full **** price for a vehicle.  In my case, employee pricing is why I did not pay the full **** price for the vehicle.  Does that mean I didn't pay for the other options I did order and did receive - just because I paid less than the ****?

  There are a bunch of available options that are not listed on the window sticker because I didn't order them and obviously, I did not pay for them.
  

  However, the engine block heater is listed in the Order Summary that lists all of the options I did order, a cost for each, and a total vehicle price of $X (base vehicle + options).  This same price $X was used in the purchase agreement as the Cash Price of Vehicle.  If these two values are the same, how did I not pay for anything listed on the Order Summary?
  

  
  

  

  Business response

  06/27/2024

  You are right ************* it was *** of 2022 (my typo) but still 2 years prior. I have reviewed the deal and the engine block heater is not listed on the invoice nor the final build sheet.  It may have been ordered but was not equipped at time of purchase.  Most people were paying MSRP for these units at the time due to the limited availability so you did get a very good deal on this vehicle. You cant pay for something that is not equipped on the vehicle that is built from the manufacterer.  In sign of good faith,  I will send you a check for $90.  the cost of the item on your original order.

  Customer response

  06/28/2024

   I am rejecting this response because:
  
  So, there are no CRM notes that you can provide?

  Where did the value on the Cash Price of Vehicle line in my Purchase Agreement come from?

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my 2018 **** Escape from Morries Minnetonka **** in August of 2018 I have been very faithful to this dealer in taking care of my SUV. Besides the last 3 oil changes and some strut & shock work I've done everything there.Last week my engine failed because the motor is defective. I brought the vehicle to their dealership. Thinking I had a lifetime powertrain warranty.I come to find out I am Getting denied my claim because I did not change the cabin or engine filter. Each time I went in for service there. They said my filters were clean and that they did not need changing. Even though it was on the factory recommended service they said don't even bother with it.I'm writing this because this is not right. If I would have known This would have voided my powertrain warranty I would have changed them in a heartbeat. They have all the paperwork in house on my history.There is absolutely no way the cabin or engine filter would cause my engine to fail.I feel disrespected by this dealership. And mislead about their products. I would Them to make this right and get a new engine for my Escape. I took very good care of this vehicle and theirs no way it should have failed at only ****** miles

  

  Business response

  04/21/2023

  This is an extremely unfortunate situation. I know our service manager has reached out already to ******************** in an effort to explain this further. 

  Our responsibility is to report the condition of the vehicle at inspection. It is up to the customer to make a decision to approve /deny any work.

  The service contract that ******************** purchased has maintenance obligations that are clearly articulated on the first page. It is solely the decision of ******************** to adhere to those obligations.

  I and the store are more than happy to discuss this further but it is a 3rd party warranty company that makes the decision to approve/deny any claims. 

  Please feel free to contact me. 

  Thank you,

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

  Customer response

  04/21/2023

   I am rejecting this response because:
  I still haven't been contacted by the business. They state that their service manager has called me but he has not yet..

  This is terrible management and they should help their customers better. If they are going to sell a product, They need to explain at service intervals that we have to do this. Not give the option of not doing it at all because it's clean

   

   I am going to line up with the business to get my vehicle back, And i'm never coming back here again

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2016 **** Explorer was purchased in 2018 along with 100k mile extended warranty. We were told that mileage was on top of the miles already on the car from the previous owner. We were told this by the finance manager and the salesman ****. Now I have 107k miles and need a wheel bearing and cracked transfer case repaired and **** will not cover because they do not have the paperwork from the dealer. The service lady ******** has already confirmed she sees this detail on her end that aligns with what I stated but they have not corrected with ****. I have called for 3 weeks and not received one call back. I want this corrected with **** and the car repairs done.

  

  Business response

  10/10/2022

  I've been searching for *************************** in our system and nothing is coming up. Is there another name that the vehicle was purchased under? Please let me know, I'm more than happy to look into this for you. 

  Customer response

  10/13/2022

   I am rejecting this response because: It is under ***** and ***************************. We have been speaking with **** and they have confirmed the contract start mileage of 35k and that the extended warranty is valid through 135k. They have confirmed this is writing as ******** email. 
  
  
  

  

  Business response

  10/14/2022

  At this point, several Team members have had contact with Mr. and *********************. We have researched every aspect of this transaction and found that the extended service contract purchased in 2018 had a mileage restriction of ******* miles. *** vehicle currently is past that point and has no coverage left. We have spoken with the warranty company who states the same. We have offered to trade the customers into another vehicle and we are willing to offer an ****** fair number as trade value. This offer was rejected. i am more than happy to re-visit trading the ********** to another vehicle. 

  Thank you

  Customer response

  10/18/2022

   I am rejecting this response because:
  We have received no offer from **** as a trade nor would I likely accept due to the verbal insults received by Morries **** dealership. We have also been in contact with **** customer service as well as the warranty company where we have confirmed the exact opposite. In fact one of the Fire employees sent us an email with this information and was immediately silenced as soon as someone found out what she did. It sounds like there will be no resolution to this outside of legal action, is that accurate?
  
  

  

  Business response

  10/18/2022

  We have verified with both **** and the warranty company that the service contract had an end date of ******* miles. We had offered to trade you out of the vehicle in question but the offer was declined by ********************. I have in no way insulted anyone and have only looked to assist to my best ability. Thank you once again. Any further communication should be directed to *********************************. I sent his contact information in an email yesterday. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought truck with the indication that the truck was in good working order based off their complete and thorough inspection. Along with an alignment. Brought into another shop for inspection. Found there are ball joints with excessive play. Found both the front and rear differentials have bearings that are making noise and requiring repairs very soon. Transmission pass through connector leaking and and transmission being low on fluid, and possibly needing future repairs do to running low on fluid. Also the heater fan making noise when cold, seems go away once warm. Did not hear because sales had truck warmed up before coming in for test drive. Feel like I was deceived regarding the condition of this truck.

  

  Business response

  11/29/2021

  ****************,

       We are more than willing to discuss your truck. I believe that the service inspection was disclosed at the time of purchase and there were service contract options offered and declined. Please reach out so we may discuss further. We have already left you a message as well. Thank you for your time. 

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