Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience began on April 28th when I left my car overnight for an 8:00 am. appointment on April 29th. I had asked prior to leaving my car for a loaner car and was told "we don't do that" by *******. So, I rented a car from ***** I also shared that I have an extended warranty through ***************** Services. He said, "he'd have to look into it." I have been in contact with ******* in the service department on 4/29, 5/2, 5/8, 5/9 twice, 5/20, and 5/21. The first issue was the panel above my keyless entry pad. It had come loose from its adhesive. I was informed by ******* that to fix this, it would take a $600 new part to replace it. I asked if new adhesive could be put on it and just stick it back like it had been. He told me no. When I mentioned this TSB, ******* said, haven't seen that." I told him I wasn't interested in paying $600 for a new panel when some adhesive would fix the issue.The next issue I requested on my car was about the radio. . I was told by ******* that this would require the removal of my dash and other major parts, taking around 8-10 hours labor at $100 an hour. Essentially costing me $1800-2000 in diagnostic fees.the radio needed to be rewired. He said that the warranty service wouldn't cover it b/c "it didn't need a new part." It was just some reconnecting. I asked if he needed an answer right away. ******* then said, "we put it all back together." I called Fidelity warranty services i was told no one from Ford Groves had ever called them. then i asked about the Brakes, rotors, cb joints, axel, suspension, etc. ******* informed me he had driven my car & 3 other guys, on the intestate and in town, none of them felt the vibrations. He said they rotated my tires and tires were wearing good, rotors were good, Brakes good, everything was good. **** told me i had a platinum coverage warranty and services i wanted should be covered. I've paid ******* to have car fixed elsewhere with no warranty coverage

  Business response

  07/12/2024

  In response to ***************************** Statement:
  We are very sorry to hear about the experience that she previously had at Ford Groves. We addressed the issues that were of question at the time of her visit.  The warranty that ****************** has on the vehicle is not a warranty that was purchased through our dealership. So, if she feels this warranty should cover these types of services, she should have been able to get the warranty service done at another location.  Since ****************** was not able to get a loaner from us, she took it upon herself to get a rental vehicle.
  Our technicians were not able to replicate the vibration issue. Our technicians did a rotate and balanced the tires, checked the brakes and the rotors at no charge to the customer.  Most warranty companies do not cover items that are related to wear and tear on a vehicle, such as the items listed.
  One of the technicians working on her vehicle accidentally dropped their driver's license in her vehicle and ****************** was so upset and told the Service Mgr. that she was not going to return the drivers license back to the technician. ****************** confronted several people in the dealership about her problem, which had nothing to do with the service issue.  We felt with all the issues through this process that we would release the vehicle back to the owner after doing the work above at no charge.  

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