ComplaintsforFord Groves

• 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.  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this dealership because the radiator was leaking. It took 2-3 days to fix and when I got it back it was leaking transmission fluid. Now they want me to take it up there so they can do a diagnostic on it, which I would have to pay for. These guys are draining all of my money.

  Customer response

  10/14/2021

  I took my car into this dealership to have work done on the radiator. They said they fixed it for me. I paid $795.00. I have a receipt for it. The car is still leaking and running bad. I don't think they did the work, maybe just a patch. The first receipt they gave me was only for $180 but the bill was for $795.00. I asked for another receipt. The second receipt has a part on it that the first one doesn't. The car is working worse now. Now they have the car again. They want me to pay them for additional work.

  Business response

  10/26/2021

  The consumer brought in a vehicle with over 200,000 miles for a problem with his radiator, we found it to be due to a leaking hose, we completed the repair, then later the consumer returned stating there was another hose issue, we tightened that hose at no additional charge to the consumer. The consumer has also had other repairs done by our shop after submitting this complaint. To our knowledge the consumer is happy and this has all been resolved.

*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. ↩