ComplaintsforAutoFair Ford

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 6/6/2024 I was contacted by Autofair Ford because I have a "desirable vehicle" they would like to purchase. On 6/24/2024 I brought my 2020 F350 for a trade assessment. While they looked at my vehicle I looked at a few different vehicles on the lot. When returning from a few test drives I was given a written trade assessment of ****** dollars with the offer to purchase a new 2024 F350 for ******. I raised concern about how to accept the trade credit for my truck but then to purchase the new vehicle in my business name and the ** said that he would treat them as separate transactions: Purchase my truck for ****** and give me a check, and then sell me a truck for ******. I went home and noticed the truck was actually listed as "Sale Pricing" for ****** at their website. They then told me that they would simply offer me the difference less from my trade. I asked for a copy of the factory invoice to factor in any plan pricing available and they obliged by printing it and handing me a copy. When I mentioned that now offering me less was likely an FTC violation and attempted to take photos of my deal paperwork the finance manager slapped the paperwork from my hands including other personal paperwork and wouldn't give it back. Only after pleading was I able to retrieve my vehicle title which was taken from me. A police report was filed for simple assault charges. Other pertinent paperwork was never returned.

  Business response

  08/05/2024

  Customer was trying to combine offers that did were not compatible. Customer did not like our explanations and escalated the situation so far that he is no longer welcome at this dealership ever again.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a new ****************************** visiting family. Husband is active duty military, so we claim residency in NH but live and register in ** due to military orders. When we bought the vehicle, we were assured they would send us everything we needed to register it overnight, as the title person was not there that day. We had to leave to drive back to ** the next morning. I made sure the finance rep wrote that on the we owe form so we have in writing that we would get the docs to register overnighted. They called after we had gotten back to ** and said they couldnt send us the documents and instead we had to use a 3rd party that would title and register for us because their title rep ***** have ability to title in **. We asked for them to make the exception for us to get the paperwork and do it ourselves, as we only had a 20 day plate that they gave us and we were concerned it wouldn't be done on time. They refused. Thus breaking the we owe document signed by both parties. I gave them all information and today marks day 21. My plate is now expired and I cannot drive the brand new car I just bought because the company they used has not completed the registration. I called and asked for a rental car to be paid for as I can not work and take my child to daycare without a vehicle. The assistant ** said he could not approve that and the ** would call me at 9am the next day. I did not receive a call and called twice leaving voicemail once and speaking with the sales manager who said he would let him know. They are responsible for the registration paperwork as it is in our signed documents that they would overnight them. By refusing to send the documents directly as was agreed upon in writing, my car is now not registered and unusable. I would like my rental car reimbursed and my car registered and titled as I had to pay their 3rd party to complete it and obviously it is still not done.

  Business response

  08/05/2024

  Vehicle has since been registered since the complaint was opened. Title number attached for proof.

  **************
  ************, ******************* Vehicle Dept.
  ************, **************************, **
  Title Number ***************Jacksonville, ******************* #***************

   

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle sent to **** from another dealership (******** ****** and Auto ********* was supposed to fix my lack of power my vehicle suffered from and did not the first repair. They said my vehicle was repaired and test driven so I opted to have additional service done as preventative maintenance. Upon picking up my vehicle I instantly noticed it was not resolved and complained. The next day they said I needed 3200 dollars in engine work so I complained formally with ******************* I reluctantly agreed to this repair and after the second repair my engine had a horrible knocking sound that auto fair **** said would cost me more money so I decided to bring my vehicle to another repair shop that said I needed a whole new engine and the work done by auto fair **** should have never been done and they should of told me about the additional damage to my engine and notified me before any of these repairs they did.

  Customer response

  06/23/2024

  I have noticed that the business  has not responded at all and I would like the BBB to take action on its part to finalize this complaint against the business in a negative fashion. Thank you ****************************;

  Business response

  08/05/2024

  Customer was fully aware of diagnostic process the entire time. Each time we came to a new problem he was given three options. 1) we can stop work right were we are. 2) there is a chance a certain part might fix his problem. 3) the only sure fire repair would be a new engine. At the end of the day there was an internal engine failure and option three would have been the solution and much less painful and expensive if we started with that. No one wants a repair to go this way but there was nothing misleading that we did.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a 2017 ***** Silverado 1-1/2 years ago with over 89k miles on it. They included a 24k power train warrantee. Transmission went this past week and they are not helping us with the process with the service records for the warrantee company. They are ignoring our calls and emails. The vehicle at dealership that can do the work. So we are down to one vehicle and we both work in different cities. Please help us we are at our **** end.

  Business response

  03/22/2024

  To Whom it may concern,

  This vehicle was not purchased nor serviced at our location.

  Respectfully,

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

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

  Customer response

  03/23/2024

   
  Complaint: 21016793
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2020 KIA Sportage on August 22,2023. The vehicle came with one key. The key unlock the vehicle electronically but has a secret hidden lock the in case the battery dies the vehicle can be unlocked. When inspecting and test driving the vehicle it was never brought to my attention that the key that was provided only worked in the ignition but would not manually unlock the vehicle. I feel this is a true safety issue that should have been brought to my attention. It was not till I brought the vehicle to a locksmith to have a second key made did I find out the the ignition key would not work on the door. The locksmith indicated that this was odd as normally ignitions and door locks are keyed the same. After contacting the dealer concerning the issue I was basically told it was my issue. It was less the 24 hours since purchasing

  Business response

  08/28/2023

  Send me the bill and I will reimburse the cost. *******@autofairford.com 

  Customer response

  08/29/2023

   
  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

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car, in January this year. Since I bought it I've had nothing but problems with it. 3 days in the motor needed to be replaced. I had rentals more then my own car. It had very low miles, pistons went after I got my car they took it back. Went on a trip a month later a d the sensors gave out causing it to die while I was on the high way leaving me and my children on the side of the road. Now the sun roof just recently died. Within the 7 months of owning my car I've had it maybe 5 months total. I am now 12k upside down. After they did all the work on it. I don't want this car with the amount of issues it keeps having!

  Business response

  09/27/2023

  Customer came in to the dealership on 8/22/23 to try and trade out of the car. We got her to the same monthly payment as she has now on a newer larger vehicle same brand. This required no money out of pocket and appeared to be a very viable solution. Customer stated she was tired and had to take care of her kids so we paused for the day. After which we attempted the following communication without connecting with the customer. 8-23, 8-24, 8-25, 8-27, 8-29, 8-30, 8-31, 9-06. After the no return communication we placed the file in long term follow up status. There is no argument that this car has needed work. To my knowledge the work has been covered through warranty and extended service contracts but has been extensive. We will need the customer to return in order to trade her out and get her into something more reliable. Hopefully this will get us back in contact.

  Customer response

  09/28/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: They offered to get me in a new car but with 12k less so any car they put me in will be adding 12k too- when all the work wasn't my fault!
  
  Sincerely,
  
  ****** *************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  46 days after purchasing a car it was having issues and throwing codes on our personal reader. It was a cash sale and sold Autofair Certified. Called Ford as “service stabilitrak” lit up to ask if covered under my limited PT warranty. No other lights on but a few codes as stated. “J” scheduled us 2 days later as I stated I wasn’t coming in if not covered and wanted to speak to someone first. “J” said I would get a call the night before and I said “great I’ll inquire then.” That call never came so I called early morning & left mssg asking for call back ASAP. No call again so I didn’t show for appt. Email reminder noted “engine light diagnostic” I called again, spoke to “N” in Service, who said he would research coverage and call me. No call again. That same day the car wouldn’t start at the gas station so I called Ford & stated on 7th try it started but I’m still needing answers as to coverage as I’ve asked now 3 times at least. I would be going straight to my garage of 20 years if not covered. Why can’t I get answers? Dropped car to Ford from gas station to avoid towing it if it didn’t start next day as discussed with “J”. Dropped off with Tech “J” and stated “I was NOT here for diagnostic,not sure why it says that in email and I'm only asking if a specific issue was covered under my warranty and want nobody touching my car until I get a phone call first.” “Will do, sign here and we’ll reach out.” Next,the car is ready for P/U and the bill is $165 for diagnostics I never asked for,needed or approved. Could’ve got same test/result at my garage Free had I been told “not covered” here from start. I’m not sure where the disconnect was. Wasn’t my end.Stated my case, no one cared.“You signed paperwork at drop off” was response. Phone calls are recorded and CCTV exists correct? FWIW-I was told all day I had no warranty until I asked to see original Buyers Guide and said I have screenshots of sale post. THEN the 5th CSR I spoke to acknowledged it existed. SHADY!

  Business response

  08/28/2023

  There is no way to determine if a part is covered by a service contract without diagnosing the problem. Customer did authorize diagnosis and we did diagnose the problem. Customer did refuse repair because it was out of the terms of the service contract. 
  

  Customer response

  08/28/2023

   
  Complaint: 20462919
  
  I do not accept the business's response as a resolution to my complaint because: 

  So are you saying that the paper Jesse presented me when I dropped the car off was my authorization? 
  Can you show proof? 
  So what about the numerous phone calls i made that day speaking to at least five different people with my same story and asking the exact same questions? 
  Where is the video of me standing at Jesses station saying “don’t touch this car I’m just waiting for someone to get back to me about coverage” 

  My voicemail message asking for a call back? There is a printed transcript of that message on the paper quote I walked out with saying “please have someone call me I want to speak to someone before I bring the car in” 

  Everyone has amnesia and I bet you don’t have security cameras right?? 
  How convenient for you.
  
  By the way, I declined the work being done on my vehicle because I never asked for the diagnosis in the first place.I would NEVER be getting the work done at the dealership unless under warrantee. 
  My own garage would’ve found and fixed any issue outside of what I was inquiring about had it been covered.

  I was waiting on confirmation wether or not a specific issue that was lit up on the dashboard would be covered or not.

  NOBODY was answering my question.

  It’s part of the con job I see.
  Janice tells you to make the appointment and bring your car down while evading your questions and concerns, Jesse slips the paper in front of you with ZERO mention of money whatsoever. 
  
  Also, just to let you know, whether you already know this or not,the purge valve that you quoted $250 to replace is a Chevrolet RECALL so it will cost me nothing to replace. I did a little research of my own after being conned out of $165. 

  
  We just have to wait for the check engine light to come back on and bring it back to Chevy. Since you guys wiped all the lights and codes that I was pulling earlier that very same day now  the purge valve codes aren’t even showing. 
  
  You cannot just perform work on someone’s vehicle and then tell them they owe you at pickup. That is just wrong.
  

  I am not the only one this dealership has pulled this kind of stuff with. I have about twenty others whose stories are just as shady. 
  We live in a day of Social Media so it wasn’t hard at all to find the others I speak of. I just wonder how you have been able to conduct such shady business for so long.  

  Sincerely,
  **** ******

  Business response

  09/27/2023

  Customer was aware of the cost to Diagnose the vehicle prior to work. Until we have a part as the root cause of fault there would be no way of knowing if it was a covered repair. Once the failure was identified we submitted it and was in fact denied. The diagnosis fee would have been applied to the repair however customer chose to take vehicle elsewhere. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in a 2016 ford fiesta for service. Prior to bringing the car to auto fair ford, I brought the car to two other businesses. Both places troubleshoot the problems, and like Auto Fair Ford, I was told the root cause was this, only to find out that this wasn't the problem. It started with the timing chain wasn't properly installed this migrated to other things. By that time I spent ~ $4500 on the car, so I decided to bring the car to Auto Fair Ford. When scheduling the appointment in person, I clearly explained the symptoms. The next business day I learned that it was summarized to the customer needs a new key! This was a shock since Sullivan's tires just made a new key. Once all the symptoms were re-communicated, it was determined that clutch transmission needed to be replaced. In separate conversations with service tech, two people questioned Ford's diagnostics in detail only to be told they were HIGHLY confident that the root cause was the clutch transmission (engine lights, engine light, and engine malfunction have serviced now). At the time I explicitly asked, please explain ... but I never saw the connection. After spending another $3275.00, none of the symptoms changed. I brought the car back. It was determine that the cam shaft sensor and the starter needed to be replaced, After two days, I have not experienced any problems. The clutch/transmission didn't need to be replaced. I'm being told that the fault lights/codes pointed to the clutch transmission. After months I knew that the clutch/transmission wasn't the root cause of car's symptoms. So, now, I've spent ~ $8000.00 to replace/fix things that didn't need to be fixed. I left two voice message with service manager and I have not heard back. Mike has been nice and understanding but that does not resolve this problem. It's obvious that the car was not properly diagnosed, and I was stuck with an unnecessary bill. (Pictures, video, VM, etc) Note: wrench illuminated post clutch transmission replaced

  Business response

  06/22/2023

  >    I just followed up with every person involved with this transaction and have confirmed that the car did in fact need transmission work. There is also no argument that there was more than one issue with this vehicle. That is clear by your description of the number of issues you have been chasing with the other service centers. Yes, you did have additional issues with the vehicle shortly after you picked the vehicle up because of the work performed by one of the other service centers. I do not know why we offered to repair free of charge. Maybe the people involved with the transaction felt bad for what you have experienced with this vehicle but please know we typically do not pay to fix other peoples work. 
  >    To conclude the work performed was work you needed. The work on the starter was free because sometimes dealerships do feel bad for customer situations. You did mention that you are an engineer and know all about these types of repairs and could not find the correlation between the symptoms and repair. Do not take my word for it but please research the DPS6 transmission and you will soon find that there are a wide range of symptoms and issues associated with them. I know this has been a burden on you, but we did do go work and provide good customer service in this situation. The only further thing I would be willing to assist in is trading you out of the vehicle into a different one that might provide you with a better experience. 
  > 
  > Charles H*****
  > 
  > General Manager 
  > AutoFair Ford
  

  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday 05/10/23 went for annual inspection as well as an oil change…other than wipers it passes without an issue, headed home, on the way home heard intermittent squealing sounds coming from what was thought to be from the tires that would come and go…it wasn’t heard all the time so even questioned if it was actually coming from the vehicle. Went home parked the car til Sunday…I work weekends, so after work we went on a ride after work and we heard it, this time it was obvious it was from our car and it still was intermittent but we were hearing it more than not. My husband went back to Autofair Ford on Monday 05/15/2023 and ask what’s going on…they came back with a cost of $365.17 saying that a a brake pad clip broke and that they need to replace the pads and and resurface the rotors…the clip itself could not be just replaced…that it didn’t work that way…….I can not understand how a complete inspection of my vehicle passed with flying colors to 5 days later needing all of this…a total miles difference of about …I believe that during the initial inspection of the brakes, the clip got snapped…we have the part..it is a clean clip break and it is no sign of corrosion…this car is a 2012 Ford Mustang in prestige shape…it gets stored away during winter months and has not seen a snowflake…but that alone is irrelevant to this..I’m requesting that I get reimbursed for the brake job because I believe it was deemed their fault…I tried speaking to the service advisor and she was just pointing out that they do not touch the brakes when they do inspections …

  Business response

  08/09/2023

  Customer did come in for service and the vehicle only failed for wipers. Customer did leave and while driving at some point in the near future her brakes did in fact break. She claimed it was our fault so we promptly got the vehicle back into the shop for diagnosis. It was found that the vehicle was equipped with aftermarket pads and a portion had broken. we reduced pricing to accommodate the bad timing of this but we never removed breaks during inspection. A motor vehicle inspection of the breaks does require removal. There is an access slot so that measurements can be made just by removing the wheel. This was bad timing 

  Business response

  08/14/2023

  Brakes are not removed during inspection. That was a typo it should have said does not. We intend to keep our decision where it stands.

  Customer response

  08/15/2023

  In all of their correspondence to me since the start it has always been excuses ..” oh that was a typo”..At the end of the day, I know that that clip was snapped by the mechanic, not with malice but it was clipped, whether they remove the tires or not they did have to measure those calipers and the tool they used is what snapped it…My husband told me that when he brought the car there  for an inspection and asked for a tire rotation as well as an oil change…so we looked on his receipt and of course that part was left out…maybe that part was malice. You might ask why we didn’t question that…well he asked for it, got everything else done…why would he even questioned it. Just really bad representation of service…the GM is going to believe his mechanic and the mechanic is going to continue with his story, he may not even noticed if he clipped them, but either way I still believe it was snapped at their mechanics hands, even Shannon * ******* ***** *said erosion, rust causes that…no! Check the car fax…we have it! You’ll see how well that car was cared for year after year.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Autofair to trade in my vehicle on 5/5. I brought the new vehicle to a different Ford dealership and was told it was in terrible shape and did not qualify as a Certified Pre-Owned vehicle under Ford standards. They sent me a video of the rust covered bottom of the truck, along with paperwork showing Autofair was aware of the problems with the transmission ahead of selling it to me. I attempted to rectify with the GM at Autofair and was told my options were to sell the truck back or find a different one on their lot. I told him I did not trust anything they said and wanted my trade-in back. He said I would have to pay for the work they did. His initial estimate was $2200. After balking at that ridiculous amount he conceded to $1039, the cost of the tires. I told him I shouldn't be put out of pocket for something they lied about and his response was that was the best he could do. I have had to contact the BBB, consumer protection agency, and a lawyer. It seems my only way forward is through the courts.

  Business response

  08/09/2023

  Vehicle did pass Ford CPO at the time of service. After purchase there was a drive ability concern that was taken to another dealer. Customer refused to let us fix the concern and wanted to return the truck. We had already invested money in the vehicle he traded in. Customer refused to pay a dollar of it. I offered to just buy the truck back for exactly what he paid and keep his trade where as he still wanted another vehicle just not one of ours. There was no reason with this customer unless we absorbed the cost of all repairs to his vehicle that he wanted back and took ours back. We chose to lose the money to avoid the fight. We do not have any of his money and he has the original vehicle he attempted to trade in back in his possession in better shape then when he brought it here to trade in.

*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. ↩