ComplaintsforLiberty Ford

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Liberty Ford to get my TPMS reset and after the mechanic put the car in service mode it began to give the alternator low current code. It might of messed up the internal voltage regulator thats found inside the alternator. They didnt even want to atleast diagnose the car and immediately began talking about pricing. When i explained that it happened after, they kept trying one didnt have anything to do with the other. I am a mechanic myself and have been one for over 7 years.

  Business response

  05/09/2024

  Good afternoon, 

  My name is ********************* and I am the General Manager here at Liberty Ford of Fayetteville. I would like for you to reach out to me directly, as this is the first I am hearing of this issue. I pride myself on excellent customer service. Please email me a few times that you can bring yourself and the vehicle to the store so we can discuss in greater detail and come to an amicable resolution with all parties involved. 

   

  ********************;

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently purchased my vehicle on February 16th of 2024 and noticed that the ** on the driver side was blowing only hot air and not cold. Therefore I called the dealership to get it fixed and i had the 3 year or ****** miles warranty and I only have ****** miles on my vehicle. Now they called me and told me that I have to pay 3200 dollars to fix my truck. This replacement should be covered under warranty due to it being like that since the day I purchased it. They shouldve also ran tests to make sure everything worked properly.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a vehicle From this Company in November and Stated giving problems in March 2024.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a car warranty with Chex and I took my 2017 **** Explorer to Liberty Ford to get work on and through the inspections. Liberty Ford discovered it was the torque converter car checks sent out an inspector to verify and now want another inspector to verify with Liberty Ford opening the transmission for the determination which is a $4000 job 20 hours labor, Liberty Ford disagreed with Carte requirements and asked me to decline it when I called Car chex they explained this is their protocol so I called Liberty Ford back and explained to them to go ahead and open the transmission now Liberty Ford wants me to issue a credit card I declined and said no they called me back and said they need $1000 deposit because they dont trust Car chex determination . I said this is a wrong decision to charge me $1000 when this wasnt brought about from the beginning they are only saying this because they feel like the warranty company will decline so now I am stuck in between two companies trying to get my car repaired that cant come to an agreement. I have been roughly misled by both companies.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had my truck sent into the ************************* at Liberty Ford of Fayetteville twice, the first time being around the end of September where in sat in their lot for a month before they looked at it and the second the beginning on November. Both times my truck has been the the shop I have had to have it towed, which has cost me a total of $400. Both times the shop has informed me that my truck was ready to be picked up I have gone in, paid the fee and left with my truck, but both times I have picked up my truck it has ran for about an hour and then broke down again with the same symptoms as before. I have paid the ************************* almost $2,000 for repairs that have not solved my issue. As a soldier I cannot afford to continue to keep having my truck towed back to **** and paying them for not completing the service properly. I have spoken to the ************** representative and he has stated that he will not reimburse me for a tow or any of the prior services as it is not on them that my truck is continuing to have the same issue unless it is something they did to the truck. I cannot recall the exact amount that I have paid them for both services but the first service was over $1,000 and the second was about $555, I am sure they keep a file on how much they received.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/21/2023, I purchased a 2019 **** Explorer at Liberty Ford (****** ***************** after returning home from 2yr international deployment. At time of this purchase the vehicle had @76,000 miles. I put ******* as down payment to off set the monthly payments as I also purchased ************* along with the Extended Warranty. All this in conjunction with the lifetime power train warranty ****** attaches to their vehicles. Nine days later, I fully relocated to my current city and military base. Late August, I took my truck to the local **** dealership as the engine was running irregular. I learned the electrical panel had a short circuit. Once fixed, the engine light came on. I immediately took it back same day to same dealership to learn the engine was blown after a diagnostic test was ran. That same week I called to Liberty to acquire the extended warranty information as it was not in my sales paperwork. No response or return call/email. On Sept 4th, I asked my girlfriend to go to dealership and retrieve the paperwork. She did. 2 wks later she spoke with GM ************************* (at my request as I am out of state and, my work schedule would not permit me at the time) regarding the situation and to inquire re lifetime power train warranty. He stated to her that he would have the truck shipped back to ** and fix under warranty. I gave the go ahead with shipping back to Fayetteville, **. Approximately, 2wks later he retracted the offer and cease communication with her. He has since will not return or accept any of my phone calls. I called the corporate office of ****** Automotive with the same outcome.Now the vehicle remains at dealership since August 30th and warranty company wants me to pay @2000.00 to break down engine before they will ok any work done. I have been without a vehicle and the warranty company does not cover a rental car. I am at lost of words by the complete lack of communication/ customer service this dealership had given thus far.

  Business response

  11/15/2023

  Mr. ********************** did purchase his vehicle from Liberty Ford and also an extended service contract. He is relaying inaccurate information with regard to the process necessary for a claim to be filled for the repairs he is seeking. He did send his girlfriend in to get a copy of his service contract and I spoke with her. After gathering the information I found that the vehicle was located in Alabama at a local **** Dealership near him. I called to inquire as to the status of the vehicle and spoke to the Service Manager there and he informed me they had been trying on more than a dozen documented times to get Mr. ********************** to return their call and authorize the service. I made his girlfriend aware that we are not responsible to make the repairs and the dealership that has his vehicle can provide instruction and assistance to get the repairs completed. She did request we go get the vehicle and perform the repairs in ** but I explained the dealership he had taken it too had already performed services and that it  would be who to contact moving forward. It seems him using the girlfriend for all his communications has not worked out and would advise him to contact the dealership directly that has his vehicle to get the repairs completed. I am happy to provide him with any copies of paperwork we have that *** be of assistance. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 7/28/23, our vehicle was totaled while we were out of state. We had our Uber driver take us to Liberty Ford so we could replace our vehicle and return home. We were sold a 2021 Chrysler Pacifica and an extended warranty that will only cost you about $1/day and will cover everything except tires and brakes. (Actual cost was closer to $3/day.) Later that night, a notification light came on telling us the auto start needed serviced. We called as soon as we were home on Monday for the warranty info and went to a local dealer in **. We had to pay $175 for diagnostics, and learned we needed $775 in repairs- none of which were covered under our warranty. An actuator was out on the van, which fried the auxiliary battery, and was beginning to cause other issues. Today, 8/12/23, the passenger a/c went out! If these things were actually covered under the $6000 warranty we were sold OR the dealer was willing to make them right, that would be satisfactory. However, due to their unresponsiveness to our daily calls, it seems they received their money and they dont care about their reputation or righting their wrongs. At this point, wed like a refund on the warranty, an apology for their misleading sales tactics and repairs to our vehicle to be covered by them.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Car (2013 **** C-Max ******* broke down on Easter and was towed to Liberty Ford on the 14th. Come Monday it will be 2 months and there is no word on when the car will be fixed. Im the owner, but the main driver, and co-owner cannot get them to call her back. The people who helped tow the car to Liberty Ford cannot get an answer either, even though their name is listed as the person who dropped it off. We just want to know what is wrong with the car, how much it will cost, and when will it be fixed.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a **** I'm bored ranger that I was having an issue with the temperature gauge not working properly and my heat was not working.. I take my vehicle to Crown **** for A diagnostic And they told me I needed new sensors and a new heater coil. They replace the sensors And didn't solve any issues that I had. They told me I need a new heater coil, I had electrolysis in my antifreeze but they were totally wrong. I replaced my water pump and it solved all my issues. They gave me a wrong diagnosis and everything but charged me 440$. I don't feel like that is right. Actually I know it's not right

  Business response

  03/15/2023

  Good Afternoon,

   

  Customer concern was temp gauge reading cold and no heat.  This is a **** Ranger with ******* miles.  We diagnosed the concern and found it had a faulty coolant temp sensor and also bad temp sending unit and the heater core was clogged.  The coolant was also contaminated.  There was no indication of a failed water pump at the time.  A failed water pump typically will not cause the temp gauge to read low.  The customer gave authorization to replace the sensor and sender unit but declined heater core replacement.  We advised the customer that the cooling system needed to be flushed and that there were signs of electrolysis in the cooling system.  

  I have attached an internal copy of the repair order.  

  Please contact me via email at *************************************** or via phone at ************.

   

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

  Service Director

  Liberty Ford of Fayetteville.

   

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2022 I bought a "Certified" 2014 Ford C-Max Hybrid from Crown Ford in Fayetteville, NC. There are 139 items on the "Blue Certified Vehicle Inspection Checklist" and the options for each item are: Passed, Repaired, Replaced and N/A. Just over 400 miles later, I learned that rear break rotors "Need immediate attention" with a $584 estimate (at Crown Ford) and was told brakes were not covered under "Certified" warranty. I also discovered that the exhaust system has a leak. The estimate for that, at another dealer, was almost $2,400. If both brakes and exhaust system "Passed" the inspection, how is it that both went bad that fast? The Carfax said brake rotors were "resurfaced" but does not state the only the front rotors were done. I was given the option to return the vehicle for a full refund. I want to keep the vehicle, but I want Crown Ford, to repair/replace the brakes and the exhaust system, and provide me with a "true, correct and complete" copy of the 139 point inspection checklist for the vehicle. For the first time in 40 years of owning used cars, I have purchased an extended warranty, since I can't trust that Crown Ford actually passed/repaired/replaced all the 139 items on the checklist. Also, I feel my trade-in was undervalued, and I have spent more than 10 hours dealing with this matter. My hourly rate as a Tutor/Other is $25/hour. Correspondence from Crown Ford has been very slow and undated. Ford "Customer Relationship Center" has not responded to my letter of September 4. Others have to me about "bait & switch" and other problems when doing business with Crown Ford.

  Business response

  01/08/2023

  Business Response /* (1000, 5, 2022/11/01) */ Crown Ford is aware of Ms. *******'s concerns regarding her 2014 C-Max. On several occasions the general manager attempted to speak to Ms. *******, however, she advised she only wanted him to write a letter and mail it to her; she advised this was her preferred method of communication with the dealership. After several letters and attempts to resolve her concerns, up to and including providing a 100% refund and we would take back the vehicle, she was not happy with any recommendations. On September 19th, Crown Ford sent a certified letter to Ms. ****** providing her with four local authorized Ford dealerships that would honor the certified warranty; given the fact that she stated she had lost confidence in Crown Ford and refused to work on a resolution directly with us. We respectfully decline to honor her request for refund and consider this matter closed. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the vehicle was indeed "Certified" as advertised, why did the "Passed" systems fail so soon? And, when I had it in the shop, no test drive was done to determine cause of front end shimmy and unknown engine noise, which I later learned was a faulty exhaust system. All they said at that time was that the brakes needed attention immediately. And I am still waiting for a reissued refund of the overcharge for my plates. USPS "Informed Delivery" says I will be getting a letter from Ford in Dearborn, MI in the next day or two. Once I have read that I will decide what to do next. P.S. the Certified warranty Crown Ford is referring to expired in August!

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