ComplaintsforBest Ford Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 40k mustang from carmax with 30k down, and purchased the extended warranty. After a few months the check engine light came on and i took it to Best Ford. They said they diagnosed the issue and the car became undriveable after a few days. Took it back to Best Ford and they ended up holding the car for months because they were unable to get the manifold that was needed (and that was under warranty). I also have photos where they left my vehicle in the rain with the door cracked and window open. They finally accepted a manifold that I FOUND on **** and installed it. Again, after a few days the car became completely undriveable, almost throwing me off the road. Best Ford is now not willing to fix the car again and i just had to have it towed to a new dealership, when this all happened because of "repairs" they made.

  Business response

  07/16/2024

  Please see attached. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought a 2010 **** F150 truck to Best Ford to reprogram an ECU for PATS. It is called a parameter reset. I was told to pick up the vehicle that the procedure was unable to be done by the technician & to pick up vehicle. When I picked up on 6/26/24 service advisor ************************* said charge was $199.90 & the truck was still in the same condition as when I dropped it off. The next day I found a locksmith that was able to do the procedure in about 10 minutes. I went back to Best Ford & told the service ************ refused to compensate me in any way. He said his technician did the procedure so he has to compensate the technician. I feel this is unfair as nothing was accomplished at Best Ford.

  Business response

  07/02/2024

  Please see attached. 

  Customer response

  07/02/2024

   
  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. I paid $199.90 cash for this repair order. How do I get the $50 compensation that was given?
  
  Sincerely,
  
  *************************************

  Business response

  07/03/2024

  To Whom It May Concern, 

  Best Ford will mail a check in the amount of $50 to the name and address on the repair order.

  Sincerely, 

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

  General Manager

   

   

   

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this company and the vehicle has been in and out of their shop consistently, I have tried to get them to purchase it back, and went through the buyback process which was denied due to where the vehicle was first sold to the first customer, and attempted the lemon law. as of today the vehicle has been in their possession once again for the same issues for more than 5 weeks. I had dealt with their previous service manager who was blatantly lying to me about the issues and not being truthful. I have spent way more money and time on this vehicle than should have and it continues to bring me issues. I do not want the vehicle anymore nor do I want the company's business and would like them to refund my money and be done with them completely.

  Business response

  06/10/2024

  Please see attached.

  Customer response

  06/10/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: they sold me a vehicle, no matter warranty or not that has cost mere money than was spent on the vehicle alone. I purchased a vehicle to help my and my business, however, it has only hindered and caused problems. Time and money spent over countless months and repeated visits have cost me. I no longer want the vehicle, as this wouldnt be the first time I have been told by the business my vehicle was fixed and that theres nothing wrong with it. I no longer want the vehicle and want it bought back. 
  
  Sincerely,
  
  *********************

  Business response

  06/12/2024

  Please see attached. 

  Customer response

  06/13/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: regardless of the warranties and whatever else may be given, the fact is I have not driven ****** miles, nor has the vehicle been in my possession for 365 days since Ive bought it. The odometer may show there has been ****** miles out on it, however, the business is responsible for at least ***** of those miles. I do not know who was driving the vehicle that much but someone was driving my vehicle regularly when I best fords possession and may have even driven over ***** total. The miles recorded from the company at not accurate and show it leaving with the same number of miles as it went in with and was in their possession for over a month. No record of driving, yet when I brought the vehicle back after 11 days of having it, the mileage in was up thousands of miles and I did not drive thousands of mile in just over a week
  
  Sincerely,
  
  *********************

  Business response

  06/17/2024

  Please see attached

  Customer response

  06/18/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: the mileage is 100% not in the repair orders. I have all of them and multiple times was not reflected.

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

  Business response

  06/21/2024

  Please see attached. 

  Customer response

  06/24/2024

   
  Complaint: 21824593
  
  I do not accept the business's response as a resolution to my complaint because: now you have falsely stated I refused to pick my vehicle up. The vehicle has already been picked up. You guys lie and continue to lie and deceive your customers. Absolutely the worst experience of any dealership Ive dealt with. You are liars and continue to lie. 
  
  Sincerely,
  
  *********************

  Business response

  06/25/2024

  Please see attached. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from Best Ford a 2021 KIA Sorento X-Line. The vehicle didn't have any title. The dealership has been giving me nothing but the run around regarding when the title is supposed to arrive at the dealership. My first car payment is due soon and I haven't even been able to drive the vehicle because of the title issue. Last I checked it's illegal to sell a vehicle without the title.

  Business response

  03/20/2024

  
  Better Business BureauMarch 20, 2024   
  
  Re: ******** ******* 
  Your Files No. ****6000 
  
  To Whom It May Concern,  

  
  Best Ford had paid off the pervious loan on the vehicle Mrs. ******* purchased and was awaiting the tile. We have received the title and Mrs. ******* new registration is in process and expected by Friday 03/22/2024. Best Ford will give ******** ******* a check for her first payment of $490.18 and deliver her vehicle to her as a courtesy.  

  We apologize for any inconvenience this may have caused and hope that we have resolved this concern. 

  Please feel free to call or email with any questions  

  
  Sincerely,  
  Michael F******* 
  General Manager 
  Best Ford  
  579 Amherst Street 
  Nashua, NH 03063 
  603-889-0161 Ext 50107 
  *********@bestfordnh.com 

  Customer response

  03/20/2024

  #21456000

  Hello, Best Ford received the title as of yesterday for the vehicle I purchased. They resolved the issue and offered a resolution for the miscommunication and conflict regarding the missing title for over 4 weeks. 

  I will no longer need to proceed with the complaint against Best Ford. 

  Sincerely, ******** ******* 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Best Ford about a refund on their protection plan and Gap insurance. When we signed up for it the amount was never disclosed to us. On February 2nd, we filled out their required paperwork and were told the money would not be sent prior to the first payment which was a couple of weeks ago. We are still waiting. I emailed Mike the GM twice and have never received a response from him. Obviously the money came out of our account quite swiftly. I think over a month to return it is unacceptable. We are being charged interest daily for this $4000.

  Business response

  03/06/2024

  
  Better Business Bureau  March 3, 2024 
  
  Re: ****** ******* ******** 
         Your Files No. ******** 
  
  To Whom It May Concern,  
  The fact are as follows: 

  *On or about 02/02/2024 ****** canceled her warranty products.  
  *Best Ford informed her that the process would take 6 to 8 weeks.  
  ******* has called and emailed multiple times checking the status and has been told multiple time of the time frame.  

  
  Best Ford has informed the customer that the process of canceling the warranties takes 6 to 8 weeks. As soon as I received an email from her, I ensured that the finance manager was in contact with her and that her cancelation was indeed being processed. We are unsure why ****** is still inquiring at this time. Should the funds not be received by the expected date of 03/29/2024, please inform ****** to contact us at that point.  

  
  Feel free to email or call with any questions,  

  
  Sincerely,  

  
  Michael F******* 
  General Manager 
  Best Ford  
  579 Amherst Street 
  Nashua, NH 03063 
  603-889-0161 Ext ***** 
  ************************ 

  Customer response

  03/07/2024

  
  Complaint: ********
  
  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 3 cars around the last week in May, 22 F250, 20 Escape, 22 Edge, the issue is with the Edge. I went to pick up the car, which we were told it was a new 22 Leftover and it had 5800 miles (problem 1) the car had damage all over, the hood, the passenger side roof, the tailgate, the rear wheel wells, dent to the passenger front wheel well/ fender, and scratches throughout. All were pointed out and they promised to repair the issues (problem 2), the interior smelled like cigars, I don't smoke and neither does my wife, it made us nauseous, the interior also had damage which we pointed out and they promised to get rid of the smells and repair the interior (problem 3) they also gave us two of the cars without gas (gas light on) and two of them need an oil service ( problem 4)(they did resolve this, serviced the vehicles and put gas in them) the 20 Edge still has unresolved mechanical issues ( problem 5). Again I bought the cars the end of May. The 22 Edge which they promised to fix and get rid of the smells I drove for a day and they took it back to repair it. The put me in a loaner car ( which is fine) so yesterday they call me and tell me the Edge is fixed. GREAT, I went to pick it up and exchange the Edge so the mechanical issues with the Escape can be fixed, except the Edge still smells like cigars, still has body damage, and still has interior damage. I was obviously not happy, they tried telling me that doesn't smell but my wife and I smelled cigars, they tried telling me that they said they were going to fix it as best as they could and it would be perfect, which is unacceptable, I finally told them I don't want the car and to put me in something else. They said they'll see what they can do, come back next week, which I agreed to do. On the way home, I was called my Bill and he told me I spoke with the GM we are not fixing anything else, drop off the loaner immediately. I still have the loaner and this is where we are at.

  Business response

  08/15/2023

  Please see attached. 

  Business response

  08/29/2023

  The fact are as follows:

  * Best Ford clearly informed the customer the vehicle was a service loaner and that is why it had milage in it. 

  *Best Ford told the customer at the time of sale that it would not be fixing any of the body damage or other. The customer signed a "WE OWE" listing only to add leather interior -  stating nothing else promised. 

  *In the interest of customer satisfaction Best Ford not only had the vehicle professionally odor controlled but installed bran new carpets and sealed the flooring to ensure help with any long term odor issues. 

  *In the interest of customer satisfaction Best Ford had the front and rear bumper painted as well as the hood the vehicle to remove any scratches. 

  It appears that anything Best ford attempts to resolve this concern is not enough the customer keeps on adding new items to his list. 

  Best Ford will offer the customer $500.00 resolve the concern. 

  As the vehicle is still on the property, Best Ford will begin to charge $25.00 storage beginning on 09/01/2023. 

   

   

   

   

  Customer response

  08/29/2023

   
  Complaint: 20463906
  
  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.]

  The fact are as follows:

  
  * Best Ford clearly informed the customer the vehicle was a service loaner and that is why it had milage in it. 

  You have said this multiple times, you are either being fed false information by Nick or Terry or intentionally telling lies. The car was disclosed as a loaner on 6/16 from Terry the New Car sales manager. Those are the facts

  
  *Best Ford told the customer at the time of sale that it would not be fixing any of the body damage or other. The customer signed a "WE OWE" listing only to add leather interior -  stating nothing else promised.

  Nothing of the sort was discussed because I did not know about the damage, the car was sold as new, new as never being registered and new condition, at the very least we could agree that the car is not in new condition. The car was NOT disclosed as loaner until 6/16 by Terry the NEW car sales manager when the plates were being put on and I pointed out the damage to NICk the salesman. Terry made the promise after it was pointed out to make things right and get it fixed. He made it to me and made it to my wife. Again, we are not liars.

  
  *In the interest of customer satisfaction Best Ford not only had the vehicle professionally odor controlled but installed bran new carpets and sealed the flooring to ensure help with any long term odor issues.

  Im not disagreeing with any of that but the car still smells of cigars and still has exterior and interior damage, which your manager promised to fix. When I dropped the car back off on 6/19 at his behest, he took notes of all the issues and again promised to make this right and fix these issues but here we still are. I am sure you have cameras on the property, check the tape and you'll see Terry going around the car with me and my wife taking notes but I'm sure you already know that. 

  
  *In the interest of customer satisfaction Best Ford had the front and rear bumper painted as well as the hood the vehicle to remove any scratches. 
  It appears that anything Best ford attempts to resolve this concern is not enough the customer keeps on adding new items to his list. Why paint some things and not all. At this point we are talking about a rear tailgate scratch, the rear bumber is still scratched, and the dents over the passenger door, all were discussed on 6/16 and again on 6/19 as well as the drivers door interior panel and the smell. NOTHING NEW HAS BEEN ADDED. ITS the SAME COMPLAINT FROM 6/16 day one of me seeing the car and  again on 6/19 when Terry took all his notes. One of us is being dishonest, and its not me, have some integrity.

  
  Best Ford will offer the customer $500.00 resolve the concern. We can start by fixing the damage as your company promised to do.....
  As the vehicle is still on the property, Best Ford will begin to charge $25.00 storage beginning on 09/01/2023.  Im not even acknowledging this last statement.

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was deceived into buying a suv in October of 2022 under the premise it was a vehicle that had never been in an accident. I found out recently that the vehicle had been in a serious accident when I went to try and trade it in for a sedan in another state and was rejected. That car salesman at another dealer showed me what had been done on the car and that I also was a 5th owner of the car. Had I known all of that information beforehand then I would not have bought the car in the first place. When this information was brought to their attention they made a meager attempt to buy the vehicle back at under the value and leave me with a small balance on my principle loan. I would also like to mention that the vehicle I had beforehand was a fully equipped special edition Ford sedan. apparently the salesman saw the car and wanted to get their hands on the car very badly and they low balled me on my vehicle. That is covered under New Hampshire's state laws of bait and switch, deceptive trade practices. I was naive as I don't know anything about car buying. They took full advantage through deception and manipulation and ignorance with cars to make a tidy profit. When I contacted them a salesman attempted to victim blame and said it was more or less my fault for not asking for the car fax or car history. The salesman should've offered that information so I could've made a more informed opinion. If something can't be worked out I may have to seek legal action. Whether with an attorney or on my own.

  Business response

  06/07/2023

  The facts are as follows:

  On or about 10/26/2023 ****** ****** came to Best Ford test drove and negotiated for the purchase of a 2013 ford Escape Vin # *****************.
  At that time Mr. ****** signed the following documents

  
  *Motor vehicle purchase agreement
           Stating the vehicle did not carry an express warranty.
  *Buyer’s guide
           Stating the vehicle was sold AS IS – no dealer Warranty.
  *NH State Dealer warranty Disclaimer
           Stating the vehicle was being sold AS IS
                   **THE ENTIRE RISK AS TO QUALITY AND PERFORMANCE OF THE GOODS IS WITH THE BUYER; AND IF THE GOODS PROVE DEFECTIVE AFTER PURCHASE. THE BUYER, NOT THE MANUFACTURER, DISTRIBUTOR OR RETAILER, SHALL ASSUME THE ENTIRE COST OF ALL NECESSARY SERVICING OR REPAIR. THE SELLING DEALER HEREBY EXPRESSLY DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NEITHER ASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR IT ANY LIABILITY IN CONNECTION WITH THE SALE OF THIS VEHICLE. PURCHASER SHALL NOT BE ENTITLED TO RECOVER FROM THE SELLING DEALER ANY CONSEQUENTIAL DAMAGES, DAMAGES TO PROPERTY, DAMAGES FOR LOSS OF USE, LOSS OF TIME, LOSS OF PROFITS, OR INCOME, OR ANY OTHER INCIDENTAL DAMAGES. THIS AGREEMENT IS MADE UNDERAND GOVERNED BY NEW HAMPSHIRE LAW. PURCHASER ACKNOWLEDGES THAT HE HAS READ. UNDERSTANDS AND ACCEPTS ALL OF THE PROVISIONS OF THIS DEALER WARRANTY DISCLAIMER COVERING THE VEHICLE ABOVE IDENTIFIED.
  

  Best Ford at no time in any way acted unfair or deceptive. Best Ford sold the vehicle AS IS and Mr ****** signed all the required disclosure documents accordingly. Carfax is a customer facing company for consumers to research a vehicle history prior to purchasing the vehicle. Best Ford is in no way obligated to provide or disclose any information with reference to Car Fax. Best Ford does, however, provide free Carfax on its website for all the vehicles it sells for the customers’ convenience. Best Ford has attempted to help trade in the vehicle and was not successful. 

  Customer response

  06/08/2023

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

  They initially offered to trade my vehicle in and offered way less than the vehicle was worth on KBB just like they did when they ripped me off on my special edition Ford Focus 2011, which they turned around and capped a profit of ten thousand dollars. The second time we had words they were very rude, crass, and overall disrespectful to me on the phone, and then played the victim blaming game on me and said it was my fault that I didn't know everything was wrong with the car. Since I had the car - the battery went dead in the parking lot last winter leaving me stranded in a parking lot in ten degree weather in the middle of the night. The battery they had in the car had been in there since the car was nearly released originally. I know because after the I have been taking the car to Ford of Londonderry since to have any/all maintenance performed on the car. So let's not pretend anymore and let's say what this is really about. This is about their reputation and all of the negative reviews they have all around the state, and how they treat people. How they lie, steal, and take advantage of people, especially people with cognitive disabilities. 
  
  I was heavily pressured by the salesmen to take that particular vehicle which apparently had been sitting in a back lot forgotten about for a good long while. The person who was rude to me on the phone told me it was my job to look up the carafe or anything else. This was my first vehicle I had ever purchased from a dealer by myself as an adult. I had no idea how to fully work the process completely. I did feel pressured by the salespeople I am guessing so they could make a quota of some sort. Since I am a person who suffers from a mental health disability I am protected in the realm of commercial business impropriety by the Americans with Disabilities act. What started this complaint was when I went to go trade this vehicle in for a smaller vehicle at a dealership in Mass and they OFFERED to provide (unlike) (Worst Ford) - the car fax who tried to hide things from me. They brought out printed documents and showed me how the vehicle had been in a major front end collision. I immediately became upset and wanted to cry. The dealership in Nashua purposefully and willfully withheld that information from me hoping I would never find out. 
  
  Whether this ,matter can get settled here or if I have to go through the Department of Justice - the FTC or the state of New Hampshire's antitrust. I hope we can come to some type of agreement. 

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 20 2022 I brought my 2017 GT350 Shelby mustang to best ford for its routine maintenance service. First time going there and since then my car has been having problems. Leaking oil, not running correctly. I’ve called and asked to speak to the service manager who never returns my calls. I’ve spoken to the GM and said he would send a technician out to my house and hasn’t. Basically just getting the run around and not fixing my car. I’ve brought my car previously to ******** **** *n mass and I’ve never had an issue with them. Now I have a $60,000 car sitting in garage leaking oil and best ford doesn’t care to fix my issues. Or atleast give me a refund for my oil change. I barley drive this car, it’s a show car and I’ve missed out on shows I prepaid for. I need answers on to why they are not getting back to me. They screwed up and need to take responsibility for this issue.

  Business response

  10/24/2022

  
  Please see attached. 
  
  
  

  Business response

  10/24/2022

  Better Business Bureau                                                                                                                          Oct 24, 2022

   

  Re: ******** ****

         Case # 18298721

   

  To Whom It May Concern,

  The fact are as follows:

  ?       On or about 08/29/22 **** ******* came to Best Ford and requested the following services:

  ?       Multipoint inspection

  ?       Lube, Oil and filter change

  ?       At that time the above services were completed and the bill of $166.27 was paid in full.

  ?       On or about 10/04/22 ******* ******* called and informed Best Ford that her boyfriend **** ******** Mustang was leaking in their garage.

  ?       We informed Mrs. ******* that we would pay to have the vehicle towed to Best Ford and we would resolve the concern

  ?       Mrs ******* informed Best Ford that this was not acceptable and that she wanted Best Ford to pay top have it towed to the shop of her chpoise and to refund the oil change.

  ?       We informed Mrs ******** that until we inspected the vehicle to see what was wrong with it that we could not take responsibility.

  ?       Multiple calls and conversations later, Best Ford agreed to send a technician to her house to attempt to diagnose the concern. This was to occur on 10/22/22.

  ?       During this conversation we agreed to confirm the time on the Friday prior 10/21/22

  ?       On 10/21/22 I made two calls to Mrs ******* to confirm the time and discuss the diagnosis. Both times I left a message on her voicemail.

  ?       I did not receive a call back on 10/21/22

  ?       On 10/22/22 I received a call fromMrs ******* wondering what time we would be on site for the diagnosis. Having not been able to confirm the day before as agreed and in the interest of customer satisfaction, I agreed to pay to have the vehicle towed to a shop of her choice near here (She had mentioned prior the shop was located in the same town as her).

  ?       I informed her that she could text me the tow bil and I would forward a check accordingly.  Best Ford has made every attempt to resolve this concern. ******* ******* has my cell phone to contact me directly anytime she needs anything. I have answered every call from her and will continue to help resolve the concern.

  Please feel free to call or email with any questions or concerns,

  Sincerely,

  Michael F*******

  General Manager

  Best Ford

• Initial Complaint

  01/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Best Ford they never told me that the car I bought from them 2017 chevy taho had bad transmission, and I went to them and they told me that the car has no warranty. You already signed nothing can do i only drive the car for 10 minutes and it left me on the road. I had to pay for a tow truck. I think it's not fair .

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/01/28) */ Please see attached Better Business Bureau January 28, 2022 Re: ****** ********* Your Files No. ******** To Whom It May Concern, The fact are as follows: • On or about 01/24/2022 Merlin ********* came to Best Ford and purchased a **** ********* ***** VIN # ***************** • At that time Mr. ********* signed the following forms o Motor Vehicle Purchase Contract ï�� Initialing the box stating “This vehicle does not carry an express warranty” o WE OWE form stating the vehicle must be towed off the property o Vehicle sale type Stating the following ï�� Vehicle has not been inspected in any way ï�� Warranty – AS IS ï�� Was not tested for NH inspection ï�� Buyer guide stating AS IS – No Dealer warranty ï�� Dealer warranty disclaimer • NH AS IS form ï�� Notice of unsafe vehicle form • NH Motor Vehicle form ï�� Notice of Sale of Vehicle That Does Not Pass ***** Emissions Testing • NH Motor Vehicle Form • On or about 01/26/2022 Mr. ********* came to Best Ford and stated he had a problem with the vehicle. • At that time, we asked if he wanted us to put the vehicle into service and determine what is wrong and Mr. ********* stated he did not want the vehicle further • Best Ford further attempted to discuss options with Mr. *********, however he refused to even listen to any option we may have had • Mr. ********* stated that if we would not take the vehicle back that he was leaving it anyways • Best Ford informed him at that time that he would be subject to towing and storage if he abandoned his vehicle. • At that time Mr. ********* removed his plates from the vehicle, left the keys and departed from Best Ford. • Best Ford has attempted to contact Mr. ********* in an attempt to resolve his concern and has been unable to contact him. • Best Ford had the vehicle towed by 5 Star Towing as an abandoned vehicle. Mr. ********* signed multiple forms stating the vehicle he purchased was AS IS and did not include a warranty. Mr. ********* had the vehicle towed off the property for delivery of the vehicle. Best Ford followed all rules and process of the sale of an AS IS vehicle. Best Ford made numerous attempts to help Mr. *********. This vehicle was sold approximately $7000 under retail value, Best Ford **** in no way renegotiate a purchase after the fact. Mr. ********* had ample time and opportunity to have the vehicle inspected prior to his purchase and refused to do so. Please feel free to call or email with any questions or concerns, Sincerely, ******* F******* General Manager Best Ford *** ******* Street ******, NH ***** ***-***-**** Ext *** *********@bestfordnh.com

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a 100,000 mile check on 9/25/21. The vehicle was running fine before I brought it in to Best Ford. They performed the 100,00 mile check-up. I picked up the vehicle and was told that everything was fine. A few days later, about 3-4 days later, I hear a whirring sound when I start my vehicle. This has never happened until now. I decided to drive it a while longer to monitor the sound to see if it went away-it did not. I made an appointment with an independent mechanic, ******** **** in ******, NH. I explained what was happening as well as explained that my gas mileage had suddenly decreased. They did a complete diagnostic check and found a code P0218 which is a trans temp over temp code. They test drove the vehicle and found that the gear points were off and that the vehicle was slow to shifting even though the RPMs were ramping up normal. They proceeded to verify that a transmission flush was indeed done and found when they pulled the fill plug fluid poured out and determined that the transmission was overfilled which in turn caused the issues. They test drove the vehicle after and it was shifting fine. I drove it and I noticed right away the smoother shifting between gears and that the gas mileage was back to what it was. I reached out to Best Ford and Craig told me to bring it in to have it looked at. the vehicle was at ******** **** and I had no way to get there. I was also told that since the vehicle has over 100,000 miles on it this is to be expected. This is simply not true as I've had other vehicles with higher miles and have had the same procedure and no problems. I want my money back which is $836 as the procedure was not done properly and now I am unsure how badly damaged the transmission is. The whirring sound still occurs. I would not expect such bad service from a dealership. I have the paperwork from the second mechanic as proof of what was done on their part and their recommendations.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/11/04) */ Contact Name and Title: Michael F******* General Contact Phone: ***-***-*** Contact Email: *********@bestfordnh.com Better Business Bureau November 4, 2021 Re: *****, **** Case # ******** To Whom It May Concern, The fact are as follows: On or about 09/25/2021 **** ***** came to Best Ford and requested the following services: See attached repair order number ******* Multipoint inspection Perform the BEST pkg - oil filter rotate res Transmission flush cooling service replace cabin air filter replace air filter replace spark plugs On or about 09/25/2021 the above services were completed The bill was itemized as below: $0.00 - - - Multipoint inspection $64.27 - - - Perform the BEST pkg - oil filter rotate res $279.95 - - - Transmission flush $182.95 - - - Cooling service $59.95 - - - Replace cabin air filter $39.95 - - - Replace air filter $190.87 - - - replace spark plugs $18.47 - - - Shop supplies $4.32 - - - Hazardous materials $836.41 Total ************************************************ Best Ford Lincoln Parts and labor are warrantied for 24 months unlimited miles and must be performed at Best Ford. Best Ford will in no way warranty repairs or diagnosis performed at a non-Ford facility. Best Ford did not receive the opportunity to inspect the vehicle to confirm a diagnosis even though it was requested. In the interest of customer satisfaction Best Ford will refund $139.97 equal to 1/2 the fee of the transmission service through its goodwill program. Proper documentation must be signed prior to release of funds. Please feel free to call or email with any questions or concerns, Sincerely, Michael F******* General Manager Best Ford ******************************************************** *********@besordnh.com Consumer Response /* (2000, 7, 2021/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the offer of the refund of $139.97 back to the form of payment I used.

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