ComplaintsforAsheboro Ford, Lincoln-Mercury, Inc.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 14th 2023 my father and brother dropped my **** **** ****** off at Asheboro Ford for a diagnostic that was supposed to take place the following day of September 15th 2023 at 3pm. The car was parked and the attendants were notified that the car was there and they verified that the car was there. I left with them the key fobs to the car and my father and brother proceeded to leave the dealership. On september 15th my fiance kristen kilbourn called to inquire about my car as I asked her too and the service department said they would not be able to get to my car that day even though the appointment was set for that day at 3pm. They assured me and my fiance that they would get to it the following day september 16th. On september 16th we called again and they assured us that they would get to the car on Monday September 18th as they had been backed up with other customers. Monday September 18th, my mother and I decided to go to the dealership to see what was going on with my car, and when we got there noticed that my car door was unlocked and open and my car battery dead, and my speaker and amp were stolen from my car. The service attendant said that he locked my car doors and maybe someone had jammed my car door, but my car only locks from the key fob, and the attendant had my key fob there is no other copies to my car key fob but the one he had. The police were contacted and camera footage was hard to obtain, but the dealership insists they did nothing wrong, but if they had locked my car doors nothing would have been stolen. On top of that as of that morning they still had not done the diagnostic. I told them not to touch my car until I returned with the police, but they did the diagnostic anyways and I had to pay them $186.83. Till this day they have not helped me in recovering my missing items.

  Business response

  10/04/2023

  It is unfortunate that the vehicle was vandalized according to the customer.  The vehicle and its contents were not inspected as the car was towed on to the property.  As to doors being left open or being able to be locked in a certain fashion also wasn’t told to the staff.  The police just this past tues arrived to view any footage, as our system holds only 2 weeks worth of material and we were not informed as to when the items were taken it was almost impossible to find the possible offending individuals.  The customer can request compensation thru their insurance company as we unfortunately are not responsible for items left in the car.   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a 2013 **** ***** **. Around June 30 2023 our car was having transmission problems among other things and broke down. Since I was told the problem I was having was related to the transmission control module. I called the Ford Motor Company thinking my car issue may be covered under a recall. The person from the Ford Motor Company who told me this was named Abayomi. The confirmation # was cas-********. I was told that the problem to my car was the transmission control module. I called Asheboro Ford in Asheboro NC to inquire about this problem I was told was wrong with my car. They told me that the recall did not apply to my car because it had over 190000 miles on the odometer. From there I instructed them to tow my cat to my current address at **** ****** ***** ***** ** ****** **. Instead of towing the car there they towed it to there dealership. When I asked them why they did this they made up a lie that I told them to tow it there. Which I did not tell them to do that. I wanted the car towed to my home address. Now they are charging me $125 for the tow bill and $150 for the diagnostic they did to it. They did this without my consent and tried to say that I consented to this when I called and asked for my vehicle back. I did not ever consent to that. They totally made that up. Now they are holding my vehicle and will not give it back until I pay them $283. I can't afford to pay them this outrageous price and I don't think I should have to given that I did not give them permission to tow my vehicle to their dealership and perform this diagnostic on it. I need my vehicle back. These people are scam artists. They towed my vehicle to their dealership without my consent. I would like the BBB to make them give me back my vehicle at no charge and have it towed to my home address at **** ****** ***** ***** ** ****** ** but I will not pay them for the diagnostic or towing my vehicle to Asheboro Ford. Please help me and my husband resolve this issue.

  Business response

  07/19/2023

  *****
  You and I spoke on the phone regarding the problem you were having with your car. You told me that when you called Ford Motor Company, Abayomi told you that your problem was likely the transmission control module and that there was a recall on it. The problem is that component is not covered by Ford when the vehicle has 190,000 miles on it. Also, you told me that you called the tow company to have your vehicle towed here to have it diagnosed. When a vehicle is no longer under any type of warranty, the expense for towing and repairs falls to the owner of the vehicle. Since you own this vehicle, it is your responsibility. Asheboro Ford did not contract the towing company, you did.
  Since you, in fact, called to have your car towed to the dealership, how is Asheboro Ford responsible for having it towed to your house? We had to pay the tow company the $125.00 that they charged you to have it dropped off here. The balance of the bill is for the service department to diagnose your problem with your car which you requested, plus tax. All of this is customary when vehicles break down and the owner of the vehicle is responsible for the expenses that occur.
   Why would you have had the vehicle towed here in the first place knowing you were going to have a bill to pay if you couldn’t pay it? Also, why are you assuming a Ford Motor Company receptionist can diagnose your vehicle concern over the phone.  
  
  Mike D** (Asheboro Ford General Manager)

  Business response

  07/29/2023

  I would like to ask the assistance of the bbb in the collection of the funds owed from this individ**l, we have provided the information and details surrounding the sit**tion, we paid for the individ**ls tow as is customary for a customer and now we are left holding the bag.   Please assist in explaining the responsibility of the customer when they contract the dealership in regards to diag and towing l. 

  Business response

  07/30/2023

  So let me understand this service is free to consumers which u automatically take there side list in a public forum and act**lly and actively seek funds for the consumer, and me to be a client but provide nothing in return as to assistance in regard to the contract that the consumer entered.  I don’t think this is a very fair and equitable arrangement.  As to sending me to a debt service, isn’t really that what u are a debt collection agency with a pretty name.  Yes I would love to discuss this further

*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. ↩