ComplaintsforBelk Ford Mercury Toyota, Inc.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started having issues with this business in 9/13/21 when I brought my vehicle in to have a purge valve replaced. While they replaced the purge, they also completed a tune-up and induction service. and replaced my spark plugs. After the "repair", my vehicle began smelling like exhaust/gas in the cabin. I was concerned and brought it back 3 months later in December of 21. They looked it over, replaced my cabin filter added Frigifresh, and told me that it was a smell that would go away, charged me $140 for what they replaced, and did not tell me they were doing any work or replacing anything. I felt defeated and like I was being brushed aside and gave up. The car continued to have issues and smelled like exhaust in the cabin while running. February of 2023, I decided to give it another shot and brought it back. They worked on my car and called me to come get it and did not charge me. I asked for a copy of the work they did. This is the Picking Ticket that I have uploaded. This document shows the second purge valve replacement they performed. The ticket notes that they spent 7 hours replacing the valve cover gasket and resealing it. I brought it in once more for a CV axle replacement in October of 2023. They also replaced the radiator air purge hose and replaced my valve cover gasket due to an oil leak once more. 3 months later I started my car up, heard a loud BANG, and then it sounded awful. Had to pay for it to be towed to the dealership once more for this 2/1/24. They called me back Friday 2/2 and said that the sound I heard was a spark plug that blew out of the cylinder and banging on the hood. They advised there was no engine damage, but they wanted to complete another full tune-up and replace the ignition coil and that they did not know who replaced the spark plugs. They are the only place to work on my car or replace the plugs. Called me today to say the engine is too damaged and needs to be replaced for 11k.

  Business response

  02/08/2024

  Good afternoon,

  The issue at hand is the damaged motor caused by a spark plug that has blown out of the cylinder head.  Ms. ****** has us replace the spark plugs in September of 2021.  Since then, our dealership has worked on her car replacing a CV axle, resealing  a valve cover and a few other smaller issues that are all completely unrelated to the spark plugs.  Although the vehicle was not purchased here, we still sympathize with Ms. ******' problems and therefore did not charge her any labor in replacing the valve covers (the 7 hours referred to  and a credit of over $800.00).

  Considering that the replacement of the spark plugs was approximately two and a half years and over 38,000 miles ago, it is extremely unlikely that this would be related to an error in installation.  This was most certainly a component failure.  When the spark plug failed and blew, it stripped out the threads in the casting of the cylinder head itself, leaving scrap metal inside the engine.  If the spark plug was installed incorrectly, it would have caused the engine to misfire and the plug to fail shortly after installation in 2021.

  It is very unfortunate that Ms. ******' vehicle had had so many issues.  This is not typical of most Ford vehicles.  Repairing the engine would involve extensive disassembly and parts replacement.  This is why we recommended and  priced out replacing the engine itself, which would include the manufacturer's warranty.  We are more than willing to minimize our margins and work with Ms. ****** to find a solution that is as economical as possible.  

   

  ****** ******,  GM

  Belk Ford/Oxford Toyota

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1.5.2024, Service Technician informed me that they did NOT have a POWER STEERING FLUID PUMP - PART# 6S4Z-3A674-ARM, available to purchase at their location, so I had to order online at myfordpart.com.When I asked to return the core to this dealership (since it is closer) - service technician said NO. I then asked to speak with the Service Manager- who REFUSED to provide his full name and ****** said, ***** Office administrator later provided his full name, which is *******************. He was EXTREMELY RUDE to me and provided POOR, COLD, HORRIBLE CUSTOMER SERVICE! He yelled, "WE WON'T ACCEPT A CORE RETURN THAT WAS NOT PURCHASED HERE" then ABRUPTLY hung up the phone!! He was VERY CRUEL towards me, but I'm not quite sure WHY!!! This is NOT how customers should be treated! This dealership REFUSED to accept a core return although this is a **** part -regardless of WHERE it was purchased! I also spoke with a different **** dealership, which advised that I CAN RETURN the core to ******** dealership to receive the core return credit of $70.00.As a resolution, I am requesting the core return of $70.00 immediately.

  Business response

  01/22/2024

  **************** was instructed to send the core back to **** Parts with the return shipping label that should have been included in the original shipping container from whomever she purchased the part from.    No **** dealer is required to take parts returns on parts that are not bought through that dealership.  *********** has assured me that he was neither rude nor disrespectful to ******************  We have a recording of the conversation that substantiates this.  

   

  Thank you,

  *************************, General Manager

  *************/Oxford Toyota

   

  Customer response

  01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21107906

  I am rejecting this response because: Please forward that recording ?  ********* dealership is fact required per the consumer law to accept the core return at ******** dealership within *****************. A **** representative DID in fact CONFIRM this information-

  Regards,

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

  Business response

  01/22/2024

  It is company policy that we do not  give refunds or exchanges on parts not purchased here.  I'm sorry we couldn't help.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a preowned Nissan Sentra less than two weeks ago from Belk Ford. Within 30 minutes I had warning lights coming on. Shop manager ***** (don’t know his last name) said it was a faulty sensor and Cannon Nissan would reset it at no charge. He said my bumper-to-bumper warranty would cover everything. After all this, Nissan wants to charge me $2,000 to fix and Belk Ford refuses to pay it. ((I want to point out that ******** ******, the sales lady, did everything she could but was over-ruled. My complaint SHOULD NOT include her.)) I want Belk Ford to pay to fix it.

  Business response

  02/28/2023

  To whom it may concern,

      In responding to this complaint, we offer the following reply.

  ***** ***** bought a 2019 Nissan Sentra from us and left with no issues and had signed an as is, where is document.  It was purchased on Saturday and he took delivery of it on Monday.  On Wednesday he contacted us saying a light was on  indicating the collision warning system had been compromised.  We sent the vehicle to have the issue repaired to the local Nissan dealership who reported to us that the car had collided with an object apparently after the vehicle was delivered to the customer.  There was no light on when the vehicle left our dealership and because of it being on in relation to having hit something, warranty does not provide coverage.  The customer is responsible for any collision he may have had and needs to file a claim with his auto owners insurance.  If there are any further questions, please feel free to contact me.

   

  Thank you,

  ****** ******, General Manager

  Belk Ford/Oxford Toyota

  Oxford, Ms.

  *************@oxfordtoyota.com

  *** *** ****

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