ComplaintsforMcFarland Ford Sales, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date 12/22/2023 Ordered rear seat entertainment system, portable by Voxx $1,019.00 and Installation services (part number 1N5TA11) for $120 for a total of $1,139. I paid part of the charges using Ford Pass reward points valued at $561.11 and the remaining balance of $577.89 was paid via credit card. Parts were shipped to McFarland Ford in Exeter, NH where they currently remain in the possession of the part department. I decided I no longer want the parts or the installation and McFarland Ford has refused to return my money. I don't care about the reward points, but I would like the money returned to my credit card. After speaking with Ford Accessories an additional time the confirmed the part is non-returnable because it is an electronic part, which makes sense, had I taken possession part, but the part never left Ford custody.

  Business response

  03/08/2024

  ****, we most certainly will refund the credit card portion of your payment. I apologize for the inconvenience. We will work with Ford on how best to get this part returned. I am sending you an email now to confirm amount and whether or not we credit your card or get a check out to you. Thank you for letting us know! Talk soon, Chris

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We have concerns about a used vehicle we purchased in August 2022 and are hoping that you can provide some assistance. The undercarriage of the truck is rusty, but we were assured when we purchased it that it was 'surface rust'. Moving forward to its first inspection outside of the dealership in July 2023 and the mechanic at ****** ***** ***** reported that the truck could not pass inspection and the issue was so grave that it would have taken more than 11 months to develop. There is a hole so large in the body of the truck that it can no longer be described as being attached to the frame. We believe that McFarland Ford's inspection team missed or failed to report this issue.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my 2005 ford f350 to McFarland ford to have them diagnose the vehicle. I told them it did not stay running and it may be the computer. I asked them to evaluate the situation and re flash the new computer to the truck. I told them it starts but will eventually shut off and do not keep cranking it over. (They continued to crank it over and fried my starter)They never called me to update me I had to reach out to them. They finally came to the conclusion and they said they assumed there was a hole in cylinder number four and that it needed a whole new motor. They replaced the motor and that total came to $10,500 including the starter that they fried. I got a call it was all set to go and that it had been test drove and everything checks out. I went to pick it up with my husband that night. I fueled it directly across the street and got onto the highway, less the 30 seconds from the dealer ship. On the onramp the truck was hesitating and shaking I didn't even make it onto the high way before the check engine light came on, it over heated, blowing white smoke and shut off we poped the hood and there was absolutely no antifreeze in it. We got it towed to ford. Called the next day and they insisted there was a bubble in the system (we looked it was BONE dry). They had multiple techs check it out and said it was fine now and all set to go. The general manager informed me if something happens (my concern was when it over heated it warped or even cracked my heads)it has a 3 year warranty and if it breaks its fine because of the warranty. I asked for a new motor and was told that was not an option and he will only reimburse me for the starter they fried, my fuel and the tow. Service nor the GM could explain the labor price I got as it only started $4100 with no hourly rate or how many hours worked on it even after asking for a detailed receipt multiple times. I don't feel the truck was fixed correctly afterthe motor was installed and they dont want to fix the issue.

  Business response

  12/22/2021

  Business Response /* (1000, 8, 2021/12/06) */ ****** and ***, Thank you for reaching out to us through the BBB. It was nice speaking with you both on the phone over the past couple of weeks despite the unfortunate circumstances around your 2005 F-350 dump truck. Again, I apologize for the issue you had with your truck upon pickup and the time you had to take out of your day to get it towed back here. On such a big repair like an engine replacement, we should have done a better quality control check. McFarland Ford has been family owned and operated for 64 years and has consistently emphasized a personal relationship with our customers and employees. Our customers are not just numbers to us, but rather individuals we genuinely care about with families and livelihoods that often revolve around their vehicles operating appropriately. I appreciate you trusting us with your truck and picking us to do the engine replacement. Unfortunately, Austin, who performed the engine replacement, did not fill the coolant to the appropriate level and you experience what you did upon pickup. Austin is a great technician and made a mistake not topping off the coolant. We do all make mistakes from time to time but it's how we own up to them that makes the difference. It's always tough when performing engine swaps on older vehicles with higher mileage as you never know what you might encounter during the repair. Regardless, we take full responsibility for not topping off the coolant and ensure you both that if something happens to the engine, McFarland Ford is going to take care of it -both parts and labor whether or not it's covered under the 3-year engine warranty. If it turns out there was some kind of unforeseen damage (like warped or cracked heads like you mentioned) due to our mistake, we will gladly pay to have it repaired at no cost to you. If you would like, we would be willing to bring it to an independent automobile shop (of your choosing) for them to provide a second opinion on the repair. This would of course be at our expense as well. We want you to be confident in our engine replacement and know that we stand behind our work. After we spoke on Friday (11/23) in the afternoon, I thought you and *** were comfortable with the service department's explanation of the labor time/rate. I must have misunderstood and will have Don, our service manager, put together a more detailed explanation that describes how many hours each step of the repair took and e-mail you with a copy. Also, I trust you received the check for $448.64 - for the tow charge, starter, and for fuel to top off the gas tank. We had our recon department do a quick wash/vac of the cab as well. The check engine light came back on after we initially thought the repair was completed as well as dashes where the odometer should read. After quite some time troubleshooting, we tracked down the code to find that the check engine light and dashes were related to a sensor issue. We replaced the R/F wheel speed sensor, rear differential speed sensor, turbine shaft speed sensor, and output shaft speed sensor. On 12/6, we test drove the vehicle and installed a new fuel pump driver module as well. Over the past two weeks, we have been regularly test driving the truck to make sure any lights related to the engine repair are off as well as cold starts in the morning. Again, I apologize for the missteps on your '05 F-350 and inconvenience this has caused you. I hope that you and *** will be confident that you will get quite a long life out of your new engine.

*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. ↩