ComplaintsforLiberty Ford

• 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!

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am still waiting for the truck to be fixed or traded. I have to turn the rental in today and I am once again without a vehicle. Ford has had my truck for 8 days or more and I haven't gotten a response from anyone there for the day. This truck needs to be exchanged by Carmax. It has been in the shop 4 times within 8 months. Someone please help.

  Business response

  11/17/2022

  Business Response /* (1000, 6, 2022/09/23) */ Thank you for the opportunity to look into this concern and respond. This vehicle was brought into our shop in May 2022 with the concern of a "wrench light" illuminated and a brake concern. Our technician discovered the wiring harness was laying on the exhaust and was melted. The wiring harness was repaired. The technician also replaced the brake master cylinder to repair the brake light concern. The cost of the repairs were covered by the customers extended service contract. At this time, the vehicle is currently in our shop with an illuminated "wrench light" and the vehicle will not start. This vehicle has large aftermarket wheels and tires on it and they have damaged the wiring harness on the left front because they rub when turning. We have a wiring harness and powertrain control module on order to repair the vehicle. The PCM is on backorder at this time, unfortunately this is out of our control on how quickly we receive it. Additionally, we have advised the customer that if he leaves those wheels and tires on it, the wiring harness will get damaged again. Loaner vehicles are provided for warranty covered repairs, however, this vehicle is out of warranty. We will continue to update the customer on the status of the backordered part as we get information. We certainly understand our customer's frustrations, but want to ensure you that Crown Ford is performing work as quickly as they can. Consumer Response /* (2000, 8, 2022/09/23) */ The complaint with Crown Ford has been resolved. Thank you.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  january 26,2022 I purchased a used 2016 toyota tundra pick up truck from crown ford in fayetteville nc. the salesperson told me the vehicle had 1 prior accident and no tows etc. but whenever i talked to the insurance company to insure the vehicle, they informed me otherwise. so i kind of felt deceived and lied to about that and i dont think that's fair to me to be tricked and lied to by a sales agent at a dealership, especially since im a disabled veteran. furthermore, i believe the finance guy said he would call me about something concerning some kind of warranty coverage that i paid extra money for and he never called me about that. so that's another lie right there. also they said there was only one previous owner. i looked up carfax report and there are 3 previous owners instead of just one. i got the nc department of justice involved and i will be calling the bank about this too

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/02/11) */ Thank you for the opportunity to respond. We have reached out to our customer and gone over all the documents again to clear up any misunderstand he had. He expressed to us he is 100% happy.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Crown Ford did a recall for the Transmission clutch assembly I took it in last year only to be told that I would have to get it done again because the motor was no good for that particular vehicle, I was also told that my best bet would be to get rid of the vehicle. Now if we had of known about this before we purchased the vehicle we would not have bought it. Now I bought it back to Crown Ford 01/24/2022 only to be told that there is no longer a warranty. And I am telling them it is still a recall and was told that they would have to work on it. So now I have spoken to 2 different people, the first I didn't write down his name, but he told me that he would have to get with his specialty team and he would get back to me. Still have not heard from him or them. That was 01/24/2022. The next person I spoke to was named Sarah told what was happening and she tells me the same thing and I told both that my car is at Crown Ford and they are waiting to see if they can go ahead and work on it. I am still waiting to hear back from someone soon. How long does it take for a specialty team to make a decision. I spoke to Sarah Friday.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/02/02) */ Thank you for the opportunity to look into this concerns described in this complaint. We replaced the clutch on this vehicle in May of 2020 under Ford's extended warranty coverage program 19N08. It is not unusual for that component to fail and that is why Ford extended the coverage on it. Mr. ******** vehicle is no longer eligible for coverage under that due to age and mileage, this is not at the discretion of the dealership but made by the manufacturer. Crown Ford does have a transmission control module on order for Mr. ******** vehicle that is covered under Ford program 14M02, however, it is on national back order with no estimated time of arrival. This is also something out of the control of the dealership. We certainly understand how frustrating this situation is for our customer and will do everything we can on our end to repair as quickly as the part is available. There are other issues with the vehicle that we have diagnosed as well, but Mr. ******** has declined repairs at this time. Consumer Response /* (2000, 7, 2022/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩