Complaints

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Has had car since the middle of February. It was a recall. I need transportation to work. I am paying insurance and car note each month. There is no loaner car and I can't afford a rental. They ask him to pay for car out of his pocket. If they can't get parts then how can they fix it if he pays. Giving run around. It is not fair. Pleasehelp.

  Business response

  05/24/2024

  We are working to get them a loaner when one becomes available. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec. 18, 2023 I dropped my 2015 **** Edge off at Classic Ford of Smithfield for 1. the radio/screen not working 2. the driver's side heat/defrost not working 3. a tailgate warning light "not latched" coming on even when it was closed 4. and an oil change. On Dec 27, 2023 they called me to tell me my car was ready. After paying $3527.00 to get it fixed I went to my car, turned it on and went to turn on the radio...which was not working. I never even moved the car out of the space they parked it in. The radio was roughly $2200 of the total bill. I went back inside, told them it wasn't working and gave them my key. They took me home and said a technician would look at it the next day. Four business days later on Jan. 2 they said they thought it was a part under warranty that failed and that was on back order. On Jan. 4, they said they would bring the car back to me while they waited on the radio part to arrive, and that everything else was fixed. I got in the car to drive it and the driver's side heat/defrost were definitely NOT fixed. In fact, there was zero change from the point where I dropped it off on Dec. 18- no hot air, no warm air, no defrost. I texted my customer service rep immediately. No way they put any new parts in, and no way they tested it ... even though they drove it to my house from the dealership. I was told they would pick it up and get me a loaner car while we waited on the radio part and they fixed the heat. By Jan. 11, **** I still had no loaner and very few updates that provided any information about a loaner or when my car would get fixed. I asked for a refund to my credit card since the radio and heat were not fixed and they were not able to provide a loaner like they said they would. I said that I would write to the BBB and Yelp on Jan. 12, ****. At this point they offered to pick up my car the next morning to fix the heat issue that same day. They took the car around 10am. It's now Monday afternoon, Jan. 15, **** -- I had to ask for an update. The heat still isn't fixed. The radio still isn't fixed. There is no word of a loaner which they said I could get when they wrote me on Jan. ****and I'm still out $3527 with no offer of a refund or a loaner. While my customer service rep ******** to my texts it is the same information each time-- "still trying to figure it out" or "no loaner available" or "I have a meeting with my manager" -- the "manager" has never reached out. It has been a month now. They said they fixed my car on Dec. 27 and it was VERY CLEAR that it was not fixed, but they still took payment. Now I'm just getting the runaround. I gave them a couple extra days to make this right from when I said I would write a review, but I'm not sure if anything was even done within that time. I'm incredibly disappointed with my experience with the Classic **** Service Department and would not recommend anyone taking their vehicle there to get it fixed.

  Business response

  01/16/2024

  I apologize for the lack of communication with you. I am looking into this personally myself and will have you an answer today as well as a loaner if the repair has not been completed. 

  Customer response

  01/16/2024

   
  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

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The purchase of a vehicle is a significant investment, and one expects transparency from the dealership. Regrettably, Classic Fords failed in this regard. Upon taking possession of the vehicle, I discovered it harbored engine leaks that were not disclosed during the sale. Additionally, the broken key fob, hidden within a rubber key fob case, was a blatant act of deception, betraying the trust one should be able to place in a reputable dealership.Faced with these unexpected challenges, I promptly reached out to Classic Fords in an effort to resolve the issues. However, my attempts were met with frustration as the dealership consistently refused to address the problems. The lack of responsiveness and unwillingness to acknowledge the faults in the vehicle added a layer of disappointment to an already distressing situation.Recognizing my urgent need for a reliable means of transportation for my daily commute, Classic Fords took advantage of my situation. The dealership's failure to provide a vehicle that met the basic standards of functionality not only disrupted my daily life but also left me feeling exploited and disregarded as a customer seeking a fair and honest transaction.The repercussions of this ill-fated purchase extended beyond the inconveniences of daily commuting. The defects in the vehicle turned it into a financial burden, requiring extensive repairs that I was ill-prepared for. This unforeseen financial strain had a detrimental impact on my credit, compounding the challenges I faced due to the initial deception by Classic Fords.In conclusion, my experience with Classic Fords has been a profound disappointment. The deceptive sale, unaddressed issues. The resultant financial burden have collectively left me disillusioned with the dealership. The breach of trust and lack of accountability have not only tarnished my perception of Classic Fords but have also underscored the importance of consumer awareness and protection in the automotive industry.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/07/2023 was the transaction. I went in for a warranty issue. Upon follow up they advised that it would be another $1308.53 for what I could not tell you because I never received a receipt or an explanation of charges. Due to the length of repair I needed another vehicle which I was advised would be refunde to me which was over$200 on top ot the $1308. They said that they would send me a receipt and check after everything was fixed on thier end. This was over a month ago. A few days later my brakes were grinding so I took it back for them to check. They said it would require all the calipers, brakes, and rotors to be replaced for an additional $2500. Keep in mind I had no issues with my brakes prior which added to my distrust on them touching my vehicle. I took it to my normal mechanic which stated not all of that needed done and they only needed to change my brakes and rotors which was only $475. At the end this business cannot be trusted to be honest.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  when I test drove the vehicle the low pressure warning light was on. The sales person said she will have it checked. When i picked up the car the light was off. As i drove the car it kept listing to the right and suddenly I lost control of the car for a moment. It could have caused a serious accident had I not corrected the direction of travel. I brought it to a tire shop and had to buy a new tire $****** because the puncture was on the sidewall and industry standards dictate you can't patch a sidewall. After the tire was removed I discovered a patch had already been put on. The patch was in a place which didn't meet thickness and should not have been done in the first place. This is extremely dangerous lives could have been lost.I have an existing issue with case number ******** this tire issue was not listed on that case. I bought one tire because of funds, we all know tires should be replaced in a set of two. I am seeking damages of ******, i spent ****** already and want to be reimbursed for another tire. I can't bring the car to this dealer for obvious reasons. Please address this issue with the dealer I am a senior only have limited funds.Thank you

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to Classic **** on or about 2-8-23 and test drove a 2012 **** mustang gt convertible. After the test drive I told my salesman ************************* that A/C was not blowing cold and fabric on the door needed to be reattached. I came back the next day and they said it was all taken care of. Came back again and asked was the a/c charged and fabric attached again I was told it was taken care. I was told this by ************************* and ********************************** who was helping another customer said it was all good. I picked up the car on 2-15-23 while driving home I called ***** and told him the a/c was not blowing cold and the fabric is falling off. He said he would speak to his manager *************************** and call me back. He never called me back and I called and spoke with *************************** and he said he would not fix the issues.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Early august about August 10 2022 my car was broke down. Covered under warranty I scheduled and brought it to Classic Ford of Smithfield Sept 6th. The appointment was bogus. It is now October 19 and no one has even looked at the car. The service advisor has lied so many times I can't count. The service manager refused to ever call me back until I made a bad review on Facebook. Had a one on one meeting with **** ********* the service manager Friday October 14th and he guarantees it will be in the shop and torn down by Wednesday October 19 for a diagnosis. We arranged for me to meet again today. I show up he is not there of course and my car is still sitting in the parking lot indefinitely. Today after i realize he is a no show and my car is no where to be found I personally call his direct phone number that he provided at our first meeting on the 14th of October and once again I get more excuses and lies. Upon further research it seems I'm not the only one this has happened to and I think people in the area really need to steer clear of this business.

  Business response

  10/20/2022

  I spoke to the customer yesterday evening(10/19/2022) and apologized for the delay and communication. I also informed him that his vehicle was in the shop and had been diagnosed. I informed him that it will need and engine.  Also informed him that the vehicle has modifications on it and if too many mods were installed, it could void the warranty. I told him that we were going to submit it for warranty hopefully today. 

  Customer response

  10/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Update:

  Yesterday (10/19/2022) The GM reached out to me after posting to social media and talking to people. Word travels fast. I was told yesterday evening they had miraculously got diagnosed 2 hours after I was standing inside of their service department and my car was no where to be found. I was also asked to stop ruining their business name online by telling my story. 

  Today- (10/20/2022)I received a call from the GM stating he had talked to one of his engineer friends at ford and skipped all the testing required to get an approval for a new engine. 30 seconds later I was asked again that they wanted me to stop telling my story. I told the GM I've been on a loaner list for 2.5 months since August when I originally called this place and I wouldn't do no such thing but I would consider. I was told he would see what he could do and call me back shortly. No call here we are again and soon WRAL TV will be involved. 
  
  Sincerely,
  
  *** *****

  Business response

  10/22/2022

  Mr. ****** is in a loaner as promised

  Customer response

  10/24/2022

  
  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

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to dealer to buy part for my car which I end up trading for mustang Eco 10 ********. I was fixing car when salesman came to help. Dumb as I am, I went into purchase with him. He was more "helpful" than needed. I was softly convinced to buy car despite at time showing interest in cars which were then not in stock. Salesman and higher up were pushing more and more. "You said the salesman is nice guy? wouldn't you buy car from nice guy?" The higher up inquired. "Girls like mustangs not ****** you won't get girls with ******* The finance and paperwork went by with no input from myself, no encouragement for questions. he didn't encourage test drive in town. Only drove on lot. It was almost closing time, that *** be a reason. Salesman said I will "get a deal" on car in stock as opposed to waiting for one. Later i would dispute that. I had a check engine three days in row. I had to get brakes and tires soon after. I had differential leak which costed 400. I did not go to dealer as they were supposedly booked. One staff suggested that I had caused misaligned headlight (I didnt and it still not lined up) He told me stop coming to dealer. I was on side of road first night pumping air in tire. Had to replace another stem also. Looks like there was minor incident and they never told me. They didn't tell me alot. They later tell me it has new motor. Motor still idles little low and shakes. Car makes noises and transmission is odd. They told me they had replaced spark plugs, did something with vacuum hose, (I also spent time and money on purge valve from them $100 put in myself). They told me gas I used caused issue (2 or 3 fillups when half empty or so). manual says any fuel can be used. They told me I shouldn't use manual mode. They personally insult me for complaining. They act nice until time to fix problem they cause with poor vehicle upkeep. They saw me and said "let's sell this junk car" I paid too much for it. This was my first solo car purchase. Will never go back

  Business response

  09/19/2022

  Customer decided to purchase the car after talking to his Mother. She was here with him when the purchase was done. So this was not a solo purchase. As far as the issue with the vehicle, the customer was driving it in manual mode and not changing the gears at the required time which caused the failure of the part. The customer was asked not to come back because he was approaching customers in the showroom, service area, and lounge speaking negatively about the dealership. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/19/22 that my vehicle was ready to be picked up. I went to pick up my vehicle and as soon as I pullked out of parking lot, my check engine light came on. I immediately turned around, took the car back and advised my check engine light is on and the car was not running as it should. The mechanic worked on it for about 45 minutes and said it was fixed. I asked if he had fixed the issue or just cleared the code that was causing the engine light to come on. He advised, he cleared it. Code was misfire in 2 of 8 cylinders. It is now 9/13/22 and not only do I not have my car, I do not have a loaner and cannot even get the manager to call or even text me when he says will. I went into the dealership in person 8/9/22 and was assured by ***************************, Serv Mgr, he would call or text me with an update each day , as they are having to order a new engine, which they knew 7 days prior to my "pop-in", yet nothing was done during that time. He said he didn't have a loaner available but would reimburse up to $50 for a rental. I asked how long would I need a rental for, as this is necessary information to provide rental car company, and to date, still have no answers or updates. The service department NEVER answers the phones, NEVER provides any information over the phone and on the rare chance they DO answer, you cannot ever get a call back from the "person handling my case". Requested return calls from supervisor(s), never received. When I visited in person 8/9/22. i explained my car has been there over 2 months now and less than 7 actual days of work has even been done to the vehicle. At that time, he promised to call or text me each day with an update. Cannot get this, I have to text or call him for a response. Was advised I would receive a call by 11am today, 9/13/22 regarding status of engine that has been "ordered", nothing. I purchased an extended warranty for the ability to have a loaner for this very situtation, yet nothing.

  Business response

  09/24/2022

  This matter has been resolved. Customer was provided a loaner car. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2021 Ford Ecosure from this dealer in March after my car, another Ford, had issues with the transmission. It was suggested to trade the older car, and after looking at several vehicles, one was brought forward that I initially loved. We came to an agreement and I received the car, which was said to be brand new and still under warranty. Around May 11th, the transmission went out on this car, and I had it towed back to Classic Ford. I was advised it might take awhile to fix due to supply issues. NINETY DAYS LATER and now on transmission number 2 in the car, week after week I have been told it would be ready by week's end. No loaner has been provided and I have been told several times, they have none to offer me, despite my car being under warranty. I asked to trade this car, but was flat out told I need to wait until I have more equity in the car and I needed a cosigner, DESPITE, I bought this car with no co signer and paid $600 down. I asked to speak with the sales manager and was told he had no time to discuss this matter with me DESPITE me telling them when I purchased this car I am on a fixed income. I have had to arrange my own transportation and not able to reside in my residence so I can have transportation to and from work to make the payments on this car.

  Business response

  08/22/2022

  I am sorry that you are having trouble with your vehicle. I will look into trying to get a loaner for the customer.  Our loaners come from our new car inventory and with the shortage of vehicles nationwide, we only have a few. 

  Business response

  08/22/2022

  I am sorry that you are having trouble with your vehicle. I will look into trying to get a loaner for the customer.  Our loaners come from our new car inventory and with the shortage of vehicles nationwide, we only have a few. 

*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. ↩