Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monday, 10/2/23, my son had a service appointment scheduled in which he reported a squeaking noise coming from the rear of his vehicle when driving over bumps. Ford keep his vehicle for three (3) days before servicing. Per the service department, it was because of their workload. This was strange seeing that he scheduled the appointment a week in advance. When the service tech, Justin Ostendorf, contacted him with a diagnosis, he stated that push pins and a bolt were missing from the rear hatch panel. He also informed Kam*** that he needed a new wheel (because it was bent), 2 new tires (due to wear and tear), and brakes. The total price for the repair was $1,599.24. After looking at the bill carefully, I discovered that there were MULTIPLE DIADNOSTIC FEES. Per the Service Advisor, ***, $168.50 diagnostic fee was charged/applied for the issue with the rear hatch and another $168.50 diagnostic fee was charged/applied for determining he needed tires and brakes. All the years I have owned a vehicle and have had it serviced; I have NEVER been charged MULTIPLE DIADNOSTIC FEES. I feel that this was a scam and a way for Ford to take advantage of a customer. My desired outcome to settle this matter is as follows: 1) No other customer receives this type of treatment. 2) A refund in the amount of $337.00 spent for the MULTIPLE DIAGNOSTIC FEES. Your prompt attention regarding this matter is greatly appreciated.

  Business Response

  Date: 10/10/2023

  Good afternoon,

  I Remember this customer coming in to pick up her sons vehicle.  service advisor involved *** had in fact gone over the charges with her son who utilized our night drop so he was not in fact here in person at the time of the conversation. *** assured me that he had (and his track record with this is good) gone over the diagnostic fees associated with the scope of work he was requesting. When his mom came in to pick up and he was not present and questioned the fee's *** did in fact explain it to her as well specifically mentioning that we have to pay the technicians for each item they spend time addressing which is the reason for the multiple charges. She thanked him for the explanation but still didn't agree with it and had paid the bill already and left. We unlike other facilities are very ******* with each customer were as in my experience other places will "waive" the fee if the work is performed however all they are doing is including it in the repair cost so that is does not show as a diag fee. as they are still collecting and paying the techs for that scope of work. In our industry like all time spent has to be collected for and we understand that sometimes that is hard for people to understand. As a good faith gesture, I will be refunding **** **** 1 of the diag charges she paid towards isolating the problems on her sons vehicle that he approved and requested us to look at.

   

   

  Business Response

  Date: 10/10/2023

  We would like for you to not share our offer with the customer until we have had a chance to get more details from the customer in the matter.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Ford Schicker on 9/13 due to there being a recall on my vehicle. This was a scheduled appointment for my vehicle. While scheduling the appointment I mentioned that my back up camera was out. When I arrived 9/13 I was met by ****. he told me my car would be ready in a couple hours. By 5 o’clock I had not heard anything from **** and decided to call. I was told they hadn’t got to my car. First issue lack of communication. The next day 9/14 I called to check on my vehicle: I was told they found some other issues and they were almost done with my recall. I went to pick up my car and was told by **** he was going to check with my warranty company to determine if the issues they found were covered. He did not give me any paper work that showed the issues found. He also didn’t give me any paperwork showing the the work done for the recall was completed. He called me the next day and told me none of the issues found were covered by my warranty company. I asked him to send me an email with the issues that were found. He never sent the email. I called the next week and left a message for him to contact me. He called me back on 9/21 asking me what I wanted to do with my car and I needed to come pick it up. My car had been picked up since 9/14 so it showed me he’a unorganized. I again asked him to provide me with the paperwork showing the issues found. He tells me he will send it via email again. By the afternoon I still had not received an email: I decided to drive up to ford. He gave me a hand written note of the issues: I proceeded to call my warranty company. I was told that the issues he said wasn’t covered indeed was covered. I call the claims company and there is no record of him calling to determine if it was actually covered. I find this to be a bad business practice. I could have paid for the repairs and they were indeed covered. He never actually checked. I have called the service manager **** and left a message. I have yet to receive a call back.

  Business Response

  Date: 09/25/2023

  I reached out to this customer and together we determined that the extended service contract she has is handled differently than the normal process. The service advisor Did in fact make the correct contact with Ford and we Do have the papers showing the items to NOT BE COVERED under her contract. However, upon further investigation and talking with the customer we found that this is a different type of contract than what we usually see, and it was a simple oversite on our part. We are reaching out to the warranty company to verify all coverages and get her rescheduled for the repairs. As far as her not getting any paperwork the advisor based on his last conversation with the customer was not aware she was coming in to pick up as he was waiting on a call from her to see how she wanted to proceed. She will be getting all copies of her paperwork including the warrantable repairs when the work is all completed.  

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ford Expedition on May 23 2023. It was a new vehicle with 2300 miles and had been used less than 10 days. While I was driving I noticed the auto GPS wasn't working and as I was driving many messages popped up regarding system errors, transmission and engine malfunctioning errors and alerts.  My whole speedometer went black while I was driving and my brakes went completely out. Thankfully I was not on an interstate driving at a high rate of speed or crossing and intersection.  I was on a 25mph road with 2 of my children in the car and again thankfully we were not killed.  I took the car there immediately and they told me they couldn't fix it.  I submitted a buy back claim to Ford. They have now had my car for 2 weeks Ford Credit told me they can cancel the loan using a Flat cancel policy. l I have been in contact with the dealership multiple times and they said its not their problem its Fords problem. The manager at Ford told me they do not buy things back as they are not Walmart. Ford Credit told me they can submit the policy and cancel my deal with them. For some reason the dealership is not responding to my issue.  I want this resolved immediately.  I have email correspondence to support my claim against them.  No one should be treated the way I have by this company.

  Business Response

  Date: 06/16/2023

  Customers vehicle had a radio control module go out,that caused the warning light to go on. Vehicle has been repaired under Ford warranty. The warranty is backed by Ford motor company,not Schicker Ford. Cusrtomer states she does not want it any more and Ford has saaid that she does not qualify for a buy-back.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to get some suspension work done on my car, after the work was done I paid $733.94. He put the back tires on the front. When I left I heard some dragging on my car, I made it back home and it was the piece that they replaced. I returned to the shop and the tightened up piece. Then another piece broke from the piece that he tightened up that he attached to the piece that fell off. I returned the car and they informed me that they could not do anything about until I replace the piece that broke off. Today I received a call today from the owner and they informed me that the reason the piece broke off was due to pot hole, and that he could not do anything about it but he could insure me for the piece. He hung up on me twice and he stated that he would refund me in the amount of $75.00 for the piece. I would like for the part cost to be refunded in the amount of $900.00 which would include the price of control arm part.

  Business Response

  Date: 05/16/2023

  My name is **** ****** and I am the service manager here at Schicker Ford, I have spoken with this customer on multiple occasions and he/she is correct in we refunded them $75.00. I am not sure if this was submitted by Mr. ********** or his fiancé who had left me a message previously however yes the customer was in for suspension work on 2/17/23 at which time we replaced front sway bar links, Also at that time we had made mention to him of additional work needing done that would total about $2,212.00 plus tax at which he declined ( not necessarily relevant but just providing you all the information. Human errors due happen which we corrected, yes there is a tire size difference on his vehicel which is not standard on this model so when we serviced it we rotated the tires which should have NOT been done again that is not normal for this vehicle so the technician was doing what we normally due on this type of work. We did make that right by putting them back to the correct position and yes there was a bolt on the sway bar link that was loose which we tightened ( again an honest mistake nothing done with any intent to create a problem. Let's fast forward to May 3rd when the customer came back in for a rattle, there is now 5,197 miles more on the car since the original work was done and we found a broken sway bar link that is also physically damaged (bent) which can on happen from impact with something, yes I did mention that it was possible to be a pothole or even hitting a curb but since I was not the one driving that was purely speculation. I spoke in person with Mr. ********** offering to put the car on a lift to show him what we saw indicating that yes the bracket on the front strut is in fact broken and that is allowing the sway bar to Now drag the ground (mind you 5,197 miles after install) We also see evidence that they may have hit something due to fresh impact type damage on the wheel in that corresponding spot of the vehicle. At that time he left and called a day or so later asking for us to refund the price on the link in question, I explained all this to him again letting him know that if we felt any responsibility for this we would have taken care of it, However until the strut is replaced (which is what that link attached to) there is nothing I can do to replace the link, again He is the one that asked for the link refund. Even though we see no evidence of anything we cause in good faith I agreed to refund what he requested as it was an inexpensive part. There was other work done at that first visit as well just for your informational purposes. It was after that call that I had received a voicemail from his fiancé asking for a full refund. Since Mr. ********** and I had already spoken and I agreed to what HE asked for I did not feel the need  to call her back.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off at Schicker Ford because of a check engine light and P0756 transmission codes. They said they did a diagnostic. I paid for these things to be corrected and my car is still having the same problems. My car was never fixed. They charged me a diagnostic fee which they didn't do and charged me $800 to fix the problem that I brought it up there for but my car is still doing the same thing, nothing ha been changed.

  Business Response

  Date: 04/18/2023

  Mr. ***** had his vehicle diagnosed at another repair shop and then brought it to us to see if we could fix the issue.  The customer dropped off the vehicle after hours and filled out information stating what the other shop told him, "the pcm de-energized too early causing a problem", in additional to the other shops diagnosis he also stated he "just started having an issue with the vehicle not going in reverse", nothing related to the transmission.  Before performing our diagnosis, we called the customer to verify, and they specified to only look at what “the other shop” told him first.  We ran our diagnosis and did not show a code related to the other shops diagnosis, we showed P0302 (cylinder 2 misfire code), as well as showing that the battery tested bad, again nothing related to the transmission.  The customer approved us replacing the battery- during the replacement of the battery we found the number 2 spark plug damaged, the oil dip stick was broken, valve cover was leaking, motor mounts were bad, and the heater hose was leaking- none of which were transmission related.  The customer approved us to replace the spark plugs and declined any other work.  We never addressed anything with the transmission, and he was never charged a diagnosis for the transmission either.  There is no refund being offered, as we did perform the diagnosis based on initial issues stated and made recommendations based on that. It is very possible that the leaking valve cover is allowing oil to contaminate the spark plugs we replaced and causing performance issues. There would be an additional charge for a transmission diagnosis, as that was an unrelated concern to the initial service visit.

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2004 Lincoln Towncar to this company to get it repaired on 11/4/22. I knew there was an issue with the door. They repaired the door. They told me I needed a new battery. Then they contacted me again and told me there was an issue with the clusters and they have to send it to another company. They have not contacted me to update me on the repair and how long it would take for completion. It's been six weeks and this is not reasonable.

  Business Response

  Date: 12/23/2022

  We have reached out to the customer with an update on his vehicle and will continue to do so. Mr. ******* has an 18 year old car that is not produced any more and that creates  parts shortages and more so now in todays environment. His part is on back order and we are keeping him updated as he request

• Initial Complaint

  Date:07/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a vehicle from this dealership. And discovered the door was defected. And the air bag system lights kept coming on less than a week I requested a refund they kept given me the run around and I asked how did the car pass safety inspection with a broke door and air bag lights kept coming on. Went to dealership over 10 times they refused to give my money back. They finally tried to fix door 4 months later. And when I seen my vehicle the window was broke and in wrose shape than before.and I also needed brakes within a month the employee that claims he owns the place is rude. They refuse to give my refund for the vehicle. And they also charge more than the vehicle was worth.

  Business Response

  Date: 07/06/2022

  Her car has been repaired,detailed, full of gas and customer received a 500.00 check for inconvienence.