ComplaintsforMooresville Ford

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 2022 **** Escape (6000 miles on it) in with brake issues as they were dragging when taking off from a stop and has been getting worse. I was told that they wouldn't fix or look at it as they said it falls under a TSB (well 3 with a 4th to come out later this year: also dragging from a stop isn't covered under the TSB's and verified via other dealers in/out of state and online resources). With that they told my mom to keep driving this vehicle with the dragging brakes despite them even agreeing it is and it being know to cause excessive wear and tear. This is not a good thing to be telling people to keep driving a vehicle with a brake issue and not even offering some sort of fix/patch in the mean time (like checking pins/greasing pins). Other dealers in area said at minimum they should have greased the pin but ********************** **** did nothing other than say keep driving and hope it lasts.

  

  Business response

  07/10/2024

   It is of our upmost interest and desire to repair each and every vehicle that comes into our service department in a timely manner. We represent FoMoCo and their fine brand of vehicles. As a **** dealership there are also certain guidelines and operating procedures we have to adhere to. The manufacturer dictates our steps in vehicle diagnosis, the repair procedures as well as our technician's training. They are very thorough throughout the process to ensure a consistent ***** accurate repair. In some special cases as in this one is, it takes the engineering staff a little bit of time to go back to the drawing board, so to speak, in order to then release a bulletin to all dealers in how to rectify the situation correctly. If at any time FoMoCo thought that there would be a concern for anyone's safety, they would have released a safety recall. Just like they have done in the past in certain situations. However, that wasn't deemed necessary in this case.

                    The technician noted on the repair order that there is a ******* Support Message ********, addressing this exact issue. However, the verbiage states that there will be a solution for this condition by the 4th Quarter of 2024. The customer was made aware of this. Due to his concern of brake system functionality, I drove the vehicle myself. I then drove a comparable '22 Escape and noticed that both vehicles drove exactly the same. The customer was unhappy with my findings being that the vehicle was safe to drive and wanted to speak with the General Manager, ***************. At which time I notified Grant ***** he communicated with ************** and our position as the dealership. I will share that perspective from ************** Shoe now.

   

  My interaction with ******************* was a concern resolution. 

   

  He was notified by **** of an advanced notice recall issu

  e without a fix for the rear brake system until 4th qtr 2024.

   

  Generally speaking - the recall may not affect all Escapes in that year model range. We ran all our normal processes to diagnose the Escape to see if any braking issues occurred. We arrived at the braking system was not affected and operated normally. That being brought to ****************** attention he was not happy with hearing that or that **** didn't have a fix for the recall they notified him about. 

   

  I personally got involved when the customer couldn't be persuaded that his vehicle was in normal working condition, and he requested it back repaired when there was no braking issue to repair. After hearing ******************* out about his experience and offering other solutions like trading the Escape in for another version or product, I offered to cover a set of rear pads at no cost to ****. This he found agreeable, we shook hands on it and our word was given. That is where I left it with ****, ball in his court to schedule the pad replacement. He left somewhat Happy, at least that was my impression.

   

  As you can see, we feel that we have went out of our way to do the right thing. I've attached the *** *****. That gives you the same information that we see from FoMoCo on how we are to handle this condition at the present time.

   

  We appreciate your time in looking over this matter. If there's any questions you may have or additional information you would like, feel free to contact me. 

   

  Thank you,

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

  Mooresville **** - ******* Manager

  Customer response

  07/10/2024

   
  I am rejecting this response because:
  
  The vehicle is unsafe to drive as the brakes are dragging and Grant **** saw this. Even ***** admitted that the replacement pads/rotors were just a patch as he knows the issue will return shortly after any work (we were also told the dealership would contact us about the scheduling of the replacement by *****). Replacing pads/rotors once doesnt ensure they will last long enough until **** or the dealership fixes the dragging issue which is not covered in the attached paperwork. (Vehicle at this time only has 6100 miles on it and shouldnt even need pads/rotors if it was normal) At this time the only acceptable remedy is the repurchase (we get back what we put down into the purchase of the current vehicle) of the vehicle to where we can purchase a vehicle that we can safely use and not worry if the vehicle will have a brake failure due to the dragging.

  

  Business response

  07/26/2024

  Good morning,                       

                             After much consideration in regard to this concern, we stand firm on our initial response & offering to **************. We appreciate your time & effort in mitigating this case. 

   

  Thank you,

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

  Mooresville ****** ******* Manager

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

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a vehicle from this dealership in August of 2022. The dealership at this time was very engaged and responded to all calls and texts. The car sales woman promised to provide car mats with the vehicle upon delivery with no added expense stating Thats no problem when I asked if they could be added in with no charge. When the car was delivered at the end of December, and I asked about the mats the dealer (his name is ****) that I spoke with was unsure about the delivery of mats and spoke with the previous dealer who ordered my car (her name is ***). **** proceeds to promise to order the mats and says they will be delivered to me. In February I text **** and ask about an update on the mats. He states As soon as they come in well get them shipped to you. I hear nothing, so I text *** in February inquiring about an update on the car mats. She never replies. I then proceed to call and leave voicemails on **** office phone and three times on the managers phone from May until June. No one has responded or even attempted to get back to me. The front desk assistant (****) has taken my name and number in addition to leaving the voicemails several times promising that someone will reach out to me, but no one has. At this point I would just like to receive the promised mats and never do business with them again and recommend no one go there since their customers are not valued unless they are in the process of buying a vehicle.

  

  Business response

  06/30/2023

  I apologize but to my knowledge this is the first we actually received on the complaint. I was able to speak with *** this morning.

  She and **** sent the floor mats out to ************. She received them on June 24^th.

   

  We strive to have great customer service.  Please let me know if you need any further assistance.

   

  Thank you,

   

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

  Controller

   

  Mooresville Ford

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to get 2 recalls and the torque converter looked at. I took it in April 14th. It sat at Mooresville **** over the weekend until **************** picked it up to fix it. They had it for 2 weeks I picked it up April 27 to find my windshield is completely cracked. I do not know if it happened at Mooresville **** or at ****************. I took the vehicle in for other repairs a d got it back damaged. I was also told from ****** at Mooresville **** that I'm no longer allowed on their premises or they will call the police.

  

  Business response

  05/24/2023

  This was an unfortunate matter that did not happen on our premises. Our service manager gave her his card to call him to help resolve the matter.

  As of to date he has not heard back from her. We take pride on customer satisfaction and are willing to have the windshield replaced for her off site.

   

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

  Controller

   

  Mooresville Ford

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2015 Jeep from Mooresville **** at the end of May 2022. On the sales day, we were very happy with how the salesmen handled everything. Unfortunately, we started having an issue with the Jeep the first time we had more than two passengers. We thought maybe it was a suspension issue as the back tires would rub on the wheel ***** and make a horrible sound. It was also making a rub pattern on the tires, which can't be good for the tires. My husband, ***************************, called, explained the issue and made an appointment. All before the first payment was even made. After looking at the Jeep, he was contacted and told that the suspension was fine. The issue was due to the tires on the Jeep being too big. The service persons solution was to either get the correct sized tires or get a lift done on the Jeep. My husband just wanted to be able to put our kids in the backseat so he told her he didn't really care which fix was done. She went on to inform him that Mooresville **** is not responsible. She said, "for all we know, you could have put the wrong size tire on and saying this to get a free lift". Totally untrue, and the pictures Mooresville **** had of the Jeep show those tires on it. We are furious that they accused us of being dishonest people. They were supposed to do an inspection on the vehicle before purchase and they told us all was fine. No one told us that the tires were the incorrect size. Obviously, had we known that the wrong tires were on the Jeep making the backseat unusable, we would have considered that in the price of the vehicle. My husband spoke with the service department, our salesperson and the sales manager and Mooresville **** feels that they have zero responsibility for selling us this Jeep without telling us we would have to spend approximately $1000 for either 4 new tires or a lift just to make the Jeep usable. It would be fair for them to either replace the tires or pay for the lift

  

  Business response

  07/14/2022

  We here at Mooresville **** care about our customers. Please know we have reached out to **************** and at this time have not received a reply back.

  Our General Sales ****************** would like to speak with her and see if we can come to a mutual agreement.

   

  With best regards,

   

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

  Controller

   

  Mooresville ****

*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. ↩