ComplaintsforKeith Hawthorne Ford

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a forf expedition 10 months ago have had to repair several times once the coil packs and plugs I have receipts check engine light continues to come back on I've had 3 oil changes since purchasing ****** now won't pass inspection 7 codes including replacing catalog converters coil packs again plugs and 2 transmission codes now I am paying 700 a month for a car that is not legal plus insurance I've reached out in person I had ***** down for trade in explaining my problem the sales manager ran credit evaluated vehicle we were sent away told they would call me that was 5 days ago I called again he's in a sales meeting ect. Now they diagnosed this issue 6 months after I purchased and only got code for coil pack and plugs which thier prices are through the roof I paid to repair elsewhere of course was charged 150 to be told what I already knew about it misfiring certain plugs that's why I was there I bought an extended warranty only to be told doesn't cover any thing I'm out ****** against my credit if I can't fix this myself which is how I've been left going to call and surrender to them the lemon they got me financing just ruining my future purchases of buying

  Business response

  09/17/2024

  Mr. **** purchased a 2017 **** Expedition on 7/29/2023 which had ****** miles. This is a used car that was brought in 8 months later with over ****** miles since date of purchase that had a misfire code. Due to mileage and use of vehicle the misfire was caused by coil packs and spark plugs which would fall under a maintenance repair not applicable to warranty purchased. This was explained to customer and prices were quoted. We had gone so far as to offer some assistance by a goodwill gesture by reducing the cost. Customer declined repairs and took vehicle. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been dealing with these people since June and the nightmare unfortunately is not over. We brought our ********************* for a water leak (which was misdiagnosed by them last year) and a rear axle recall. Two weeks later we picked it up and on the way home I noticed my car was not shifting correctly and doing a hard kickback when I would accelerate (my car had NEVER done this before). After multiple days of calling and trying to get in touch with them, I brought it in for a diagnosis and was told my transmission was going out.I took it back to them July 6th, picked up on July 31st. August 1st my car breaks down on the interstate, locks itself in park and wont move. I was about 150 miles from home on the way to the beach and had to have it towed to another dealership. This whole saga has been a nightmare. My other complaint about this place is the absolute lack of communication. I cant speak for all the service advisors but **** ****** has got to be the absolute worst. Its almost laughable how hard it is to get in touch with these people, even when they have your car for over a month. **************** is a complete joke at this place. Its like they are trying to be bad at their jobs. Bottom line: NOTHING was wrong with my car before these incompetent people got ahold of it. They messed it up somehow, misdiagnosed whatever they messed up and now Ive got to start with this whole process again. Its too much of a coincidence that my car would magically have something wrong with it the day I pick it up from them. These people are shady. STAY AWAY!!

  Business response

  09/17/2024

  The ************************************************************ the right rear area of the vehicle. It was repaired and we also did a recall involving the rear axle bolt. These repairs were done in June 2024. Customer came back in July stating the transmission shifting erratically. We performed diagnosis since these two different issues are unrelated. . Findings were internal failure of the transmission due to a faulty valve body and CDF drum. Under warranty we repaired the valve body and CDF drum at $100.00 deductible cost to the customer. We followed protocol form ****************** and during this repair we tried as well as ************** to provide them with alternate transportation because the amount of time that a valve body and cdf drum repair takes. We here at ************* take pride in our workmanship and we also stand behind our work. With that being said we weren't give the opportunity to make it right. Were sorry for any inconveniences that this may have caused.

  Customer response

  09/20/2024

   
  I am rejecting this response because: Well, the pride you take in your workmanship is clearly unwarranted since our car is currently at a different dealership and needs a complete transmission overhaul. A way to make it right would be to reimburse us for our $100.00 warranty deductible since clearly you did not provide an accurate diagnosis. Im not sure why the $100.00 was even a topic in your response, would you have done a better job had it been an out of pocket job rather than warranty work? No offer of alternative vehicle was offered, except for a 5 day stint out of several weeks, after that absolutely nothing. You didnt get the opportunity to make it right because dealing with your dealership was an absolute nightmare. From the horrific communication to the poor workmanship, why in the world would we want to come back? If you really want to make it right, you can reimburse us for the deductible, the $317.00 tow bill, the gas to go the 250 miles to pick it up at the current dealership in ********* OR better yet, pay to have it hauled back to us from the dealership. This has been a hardship on our family not having our main family vehicle all Summer and now heading into Fall. Totally unacceptable. I do appreciate how quickly someone called me after I filed this report. Best communication weve had since dealing with Keith Hawthorne.
  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I visited Monday (4/29/2024) to cancel the 2 warranties I purchased on the vehicle, including a mandatory "Keith Hawthorne Advantage" pack. I was able to cancel the extended warranty, but manager **** refused to cancel/refund the "Keith Hawthorne Advantage" pack. Having reviewed the content of the "Keith Hawthorne Advantage" pack that I was forced to purchase "included" with the car, I noticed that any of the physical products applied to the car (window tint, door edge guards, paint coating, nitrogen filled tires, etc) were NOT actually applied.These products have no meaning to me, and very little actual added value to the consumer.Standard compressed air is already approx. 72% nitrogen. I am also getting a ceramic paint coat and protective film from a professional detailing shop performed for the same price. Window tint is applied from the factory. There is already a power train warranty that is more than sufficient for my use of the car as a factory option.The pack is NOT listed on the window sticker price of the car.I had asked before the sale several times to remove this as I did not want it but he told me it was on all their cars and required to be purchased, stating the work was already done. They refused to take it off the total bill before the sale. The sales representative, ******, confirmed the work was not performed when I returned on Saturday (4/27/2024), and I would need to come back to have the physical work done. He was supposed to contact me to schedule the "work". No contact was made, even before I had agreed to try and locate a replacement car on Friday. I was allowed to leave the dealership with the car after paying for a "service/product" that was not even performed, despite being told it already was.I do not want to change the car, nor do I want any parts added to it (per previous discussion not mentioned here), I just want to cancel/refund the Keith Hawthorne Advantage pack and be on my way.

  Business response

  05/17/2024

  I reached out to *************************** on 5/17/24 via phone. I apologized for the delay since I have been playing catch up from the tornado had touched down. I left him a message to give me a call at the store. Thanks, and I will be in touch.

  Customer response

  05/17/2024

   
  I am rejecting this response because:
  
  Did not get a voicemail, so I have no idea who called. Tried calling the dealership but the receptionist had no idea who called me, and the ** + his secretary were in a meeting. Called again an hour or so later and the same receptionist informed me the ** and his secretary have left for the weekend and advised I call back again Monday at 9am.

  Business response

  05/23/2024

  ******************** came to our dealership, test drove and picked out the vehicle that he purchased.   He reviewed and agreed to all the figures and signed all necessary paperwork in the ****************** .
  We did subsequently talk to him about  another vehicle with additional features so then  he put $4000 down and he changed his mind the next day.  Therefore, he declined the deal.  We have refunded his $4000 down payment.
  
  
  Please let me know if you need copies of any documents.
  
  
  Thank you and have a great day

  Customer response

  05/27/2024

   
  I am rejecting this response because:
  
  The response has nothing to do with my complaint. I will again reiterate that all I wanted to do was return/refund the "Keith Hawthorne Advantage" pack, as the physical services/products that were supposed to be applied to my car have not been applied per admission of the sales staff, no one has contacted me regarding it at all in the last month to have it applied, and I never wanted that to be added to the vehicle anyway.

  Business response

  06/06/2024

  We will reimburse the customer the ******* since the additional products hasn't been applied to the car. He signed the documents that evening for the additional products and now states he doesn't want them. We will reimburse him the money and the check will be cut on 6/7/2024. Let us know when will be a good time for pick up. 

  Customer response

  06/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  I am not sure what documents they are referring to specifically but I will be able to pick up the reimbursement any time the week of 6/10/2024 after 4pm.
  
  Thank you. 
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in December and I still dont have my plates for my car. I was told i would be receiving the plates by mail to my address then sky calls me back to tell me she wont send them out to me then proceeds to hang up the phone on me Also I was promised an extra remote key for the car along with a rear weatherproof mats for the trunk this was in the contract and has not been fulfilled as of the writing of this complaint Desired remedy is to pay for the mailing of the plates along with fulfillment of the contract which is to give me the remote key and mat along with a formal apology for how I was mistreated

  Business response

  01/22/2024

    The customer purchased a vehicle on 12/16/2023 from Keith Hawthorne Ford. She registered the vehicle in **** She contacted our tag and title clerk and with extreme profanity demanding we send the tag to ******** without providing the proper documentation. We request customers to come in and pick up their tag with proper documentation because of  the extreme amounts of fraud. The tag has recently been picked up by the daughter with the correct documentation. The key are set up as well as the floormats in the parts department but she will have to bring the vehicle in for the programming of the keys. 

  Customer response

  01/24/2024

   
  I am rejecting this response because:
  I never ever used profanity the business completely lied the car is not in NC any longer as i informed the dealership that i have moved. I know what happened to me is completely based on my race and not a reflection of me. They tecord their lines ask them to provide any recordings of me cursing. My daughter can pick up the spare remote key and mats and make sure they get back to me. We bought two cars from the dealership I dont even use profanity. 
  

  they can give my mats and remote key to my daughter or mail them to me i can not return there with the card as I have moved with the car put of state. And if i used so much profanity why is ot that they want me on their property it doesnt make sense 

  Business response

  01/25/2024

  The floor mats are in the parts department for pick up; however, the vehicle needs to be here for the key to be reprogrammed.  If the vehicle cannot be brought to the dealership, we are willing to reimburse the customer.  A copy of an invoice for the new key will be required before we can issue a reimbursement.  

  Customer response

  02/15/2024

   
  I am rejecting this response because:

  My previous cas was dismissed prematurely. The response I received from the business does not address the issue of repayment of my cost to have my license plate mailed out to me from ************** I have attached it for reimbursement. It was not the responsibility of my daughter to send it to me because the business was aware that I was moving when I made the purchase and said mailing it would not be an issue. Reimbursement can be sent to **************************************************************************** Also in regards to the key I will attach the quote for the key and service so that I can have my remote programmed to use with my car per the contract. Once Keith hawthorn pays for the key i will have it programmed for the car. I didnt agree to pay for the key then wait for reimbursement. Please do not close out my ticket until a complete agreement can be met. Also my wheatherproof mat for the rear back of my car has not been given to my daughter even though she has made many pickups to retrieve it.

   

  Reimbursement for my shipping of my plate. And the payment for my key to the quote attached as well as for the service charge to have the key programmed also give the mat to my daughter

  
  

  Business response

  03/01/2024

  We need to schedule a phone call. My office manager ******, has called the customer four times and she hasn't returned her call. She also gave her the direct line for my office manager. Lets try to schedule a time for a phone call, so we can obtain a resolution.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I TAKE MY *** TO THIS LOCATION BUT MY *** WAS NOT REPAIRED ON SEVERAL OCCIONS I WAS AT THE DEALER FOR A YEAR WAITING TO BE REPAIRED IN WHICH THEY CHARGED ME AROUND *********************************************** THE SAME CONDITION THE SAME PROBLEM I REQUEST THAT GIVE MY MONEY BACK BECAUSE THE *** WAS NOT REPAIRED. THEY ABUSED MY NOBLESS I HAVE EVERY RECEIPT FOR EVERY TIME I WAS CHARGED FOR DOING ANYTHING TO THE *** THE *** WAS BOUGHT IN THIS LOCATION AND IT CAME OUT DEFECTIVE AND THEY NEVER WANTED TO REPAIR IT, THEY DID NOT MAKE THE WARRANTY VALID THEN THEN I WANT MY MONEY BACK AND REPAIR MY *** OR AN EXCHANGE BECAUSE THEY SOLD ME SOMETHING THAT DOESN'T WORK. THANK YOU VERY GOOD AFTERNOON.

  Business response

  04/06/2023

  Can you do me a favor and get me a little more information on the customer please. I'm not seeing them in our system at all. Thanks, for all you do.;

  Customer response

  04/11/2023

   
  I am rejecting this response because:

   

  Please see attachment from the consumers.

  
  

  Business response

  04/11/2023

      We have reached out to the consumer and left them a message on 4/11/2023 at 4:06 pm. We want to find out what is going on with the vehicle. We will be back in touch with BBB as soon as the consumer contact's us back. Thanks...

  Customer response

  04/13/2023

   
  I am rejecting this response because:

  they charge me so much money my car still have the same problem. Why they want to talk to me now, why they did not put attention when 

  I went back to the dealer and told them that my car has that same problem I just need my money back so I can take my car somewhere else to repair

  Business response

  04/22/2023

        We have reached out to the customer several times in a search for resolution. If BBB can help us get in contact with the customer that would be greatly appreciated. We have only an assumption that the vehicle is still having some issues. We have only an assumption that the customer doesn't understand that the most recent  work performed is under warranty. If you or the customer would reach out to us via phone, it would truly be appreciated. We can be reached at **************. Thanks

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** **** f150 was taken to their shop May 2022 . I had to have it towed to my place of business, *********************, in *************, ** on June 13 2022 . The truck was not fixed . ********************* was the customer service writer . at the time, the total **** was labor $539.80 parts $87.53 misc. charge $12.28 tax ***** . Total **** was $704.92 . ********************* could not tell me what was wrong with the truck . After I got the truck at my shop , the timing was set, and new throttle position sensor was put on the truck . Total charge was $33.09, and my truck was fixed . ********************** said he would try to fix it but i was going to pay him more money when they clearly did not know how to fix it . I was not going to continue to pay for labor and parts .

  Business response

  08/03/2022

  He declined the remainder of repairs we wanted to make for the vehicle. He took it elsewhere to have the remainder of work finished. We did do the majority of repairs here. He is making it sound like it didn't need the repairs we did on it.

  No refunds will be given

  Customer response

  08/04/2022

   
  Complaint: 17643258
  
  I am rejecting this response because:

  They charged $704.92, Spent 1 hour of labor, and put a $33.00 part on, and charged me $87.53 for same part. I like a refund of $704.92 - $87.53 for the part = a refund of $615.39
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this dealership under the impression that they were going to install a tow package, which I have a written receipt signed by the sales manager stating that I would be getting this. WhenI went to have it installed they told me it wpuld be the hitch only. When I called dealership and spoke to *** he said that he did not say that, and it was to be a hitch only even when I had a receipt that he had signed. Not sure how to handle this now because he has told me and my husband that neither one of us are allowed in his dealership since I reminded him of this. He has neither honored this or apologized. So I still have a signed receipt that says tow package added with his signature and an incomplete tow package.

  Business response

  06/23/2022

  We have spoken with ************************** and resolved the issues.  We are paying her $ 350 for her inconvenience.

   

  Customer response

  06/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 **** Fusion bought at the Keith Hawthorne Ford Dealership at Belmont. Under ****** miles and covered by the dealership lifetime powertrain warranty. I got my vehicle towed from ********, ** to the dealership and they checked my car in on 2/22/22. The reason I had my vehicle towed there was because of an engine issue. More specifically it was a cylinder that was low on compression. I initially called the dealership before I had it towed and they front office person at the service shop said it could be 4-6 weeks before they could fix my vehicle. It has been 3 months now and nothing has been resolved. I called again after multiple phone calls every week to see if they had an update and there are no updates. I called today on 5/25/22 to ask for a timeline and the person on the phone, *********************, would not give me a timeline. They have done zero on their part to either provide me with updates, offer a loaner vehicle, or offer reimbursement for a rental vehicle. My care is still under warranty through their 3rd party "First Automotive" warranty and under the **** <****** mile warranty. Did did not go through their 3rd party warranty because I called First Automotive and they said they never received a claim. Which means they used the normal **** Warranty. I also called **** Motor Company and they refused to do anything either.

  Business response

  05/27/2022

  We currently have an appointment for ****************** vehicle.  We will have to get approval from our warranty company once the vehicle is here.  We are in contact with ****************** about resolution.

   

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 16, 2022 I visited KEITH HAWTHORNE FORD BELMONT. I went to see what cars they had available. I did not need a new car i was just browsing. At the time of visit which I was there for 5 hours I currently have a 2015 **** fusion that i only owe about $12,000 on. . I did allow my credit to be ran before I stated several times that I did not want to make a purchase today and was ready to leave. *** a sales man there was very pushy and kept trying to get me to look into my options. I told him at least 4 times no thank you. I just want to go home and think about it. Then *** suggested looking in to refinancing my car. I told him i only owed this $12,000 and i and trying to reduce my payments and pay my car off faster. At that time *** states " what if i can get you a 6.9% interest rate and i will throw in some warranty since you only have gap coverage". I said "as long as i don't have to pay anymore then what I am paying now for my car we can look at my options". so *** went away and i was then sent to the finance man ***********************. So when I go into his office he lets me know that we are trying to reduce my payments and add warranty. I stated to **** that " *** said he was throwing in warranty no cost to me". **** states ok then if that is what he said that's what we will do. Then he proceeds to show me the different levels of warranty cover they offer. I was offered from *** a lever two as explained by **** but he insisted and made me feel pressured that i have to get the level 4. After a very confusing visit my new payment would be $369 with the lever 4 coverage. My gap insurance now is $1200. So to my understanding if i was given a level 2 warranty why an i having to pay for a level 4. also now with my financing i now owe the bank $23211.72. From only owing $12,000 and payment of $380. How is this legal? they doubled my car. I am emotional , mentally exhausted. THE ** *********************** WILL NOT RETURN CALLS FOR EMAILS. I HAVE CALLED FOR 5 DAYS. HE IS NOT HELPING

  Business response

  04/26/2022

  ***********************, General Manager, has spoken to ********** on Friday the 22nd.  ****************** and ********** are discussing a resolution.

   

  Customer response

  04/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am still not completely satisfied with the response with ***** I am still paying over $3000 more then what I came in owing n 4/16/22. The only option I was given was to cancel the warranty and he did offer to pay my first month payment. I just feel more could have been done and that others future Customers need to ready everything that is put in front of them. I think they could have offered me more then one payment for all that has went on in 10 days. I am stilll not happy with this company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a deposit of **** dollars on a ***** Tahoe 2013 at Keith Hawthorne ford of Belmont. I was told after driving the vehicle as of November 2021 to February 2022 that had to bring the vehicle back after making car insurance payments and making on time payments for the vehicle. I was w told by ***********************, *********************- sales manager, and **** the manager over all that I would receive my Down payment in full once I brought the the truck back . I did so and did not receive my full payment back. I have been constantly calling since march to figure out when they are going to give me the rest of my money. I have never been lied too or treated badly the way I have at Keith Hawthorne ford . Once they take your money . Your sale rep and finance manager will not respond to u again . Im prepared to go to court

  Business response

  04/26/2022

  ****************** provided falsified income and length of employment on his credit application when he purchased the vehicle.  ******** verified the income and discovered that it was false; therefore the contract was not valid.  We contacted ****************** numerous times to return our vehicle, to which he ignored.  It took weeks for him to bring the car back to the dealership.  In the meantime, the vehicle was wrecked and damaged.  We were presented with a insurance check that was made out to the customer and to ******************, which was not cashable because Westlake did not buy the contract.  We deducted $1000 from his down payment to cover the damage to our vehicle, as well as the mileage put on the vehicle.

*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. ↩