Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a used 2019 Ford Escape from them, 2 days later I took the car to run errends and before I could get to the end of the block the car started to shake and rattle. I call the dealership and they said that they would come and pick up the car, they came the next day and picked up the car to fix the problem. While they had the car I called several times to find out what was wrong with it, and I was never given a straight answer. They did give me a rental car but they had the car for two weeks. While they had the car they told me not to tell the finance company the car was in the shop to be fixed or they might not send me tags for the car, when they sent the car back there was a 4 page long invoice on the passenger seat to show what was done to the car. A week later while on my way home a power system failure light flashed across my screen of the dashboard and the car cut off and then cut back on, I didn’t know what it was and didn’t think anything of it then the next day again on my way home from work the same thing happened again. This time the power system light came on and the car cut off while I was on the road on my way to pick up my kids. When the car cut off the steering wheel locked up and wouldn’t move, I barely was able to steer the car off to the side of the road. I call the dealership back and informed them of what happened they then sent a tow truck out to pick up the car and gave me another rental. This time they had the car for a week, which I called several times again to find out what was going on they told me that they we’re running tests on the car because they couldn’t find anything wrong with it. I asked them if there was a way to change the car out for another they told me no I would have to take this car and I could talk to the finance company about doing that. They said that they drove the car for about 100 miles and couldn’t find anything wrong so they sent it back. Now fast forward to last week the car has cut off again saying the same thing and they don’t want to take the car back to fix it

  Business response

  08/22/2023

  Thank you for reaching out to us; we apologize if you feel that you've had a less than positive experience at our dealership. We have been unsuccessful in reaching you. We have called every phone number that we have on file. Our records show that the last time the vehicle was in our shop was in February. I would like to speak with you further regarding this matter, please call me directly at 252.338.4783. 

  ***** ****** General Manager
  Hall Ford Hyundai Elizabeth City
  

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