ComplaintsforPortsmouth Ford Used Car Center

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 f150 on 10/3/22. After a month of having the truck I started having problems with it. It’s been to the shop 13 times with no resolution to the issue.3 dealerships and one local mechanic. This dealership hasn’t tried to help or assist me. When I called to ask them to help fix it I was told I would need to rent a car for 45/day. I’m a single mom and needed a reliable vehicle and this truck is anything but reliable. I paid $47000 for this truck with payments of 735/month. When I attempted to do a buy back from Ford Motor Company I was denied because the vehicle was bought/sold in Canada. Also, when ford put my vin in their system there is no record of my truck being at Portsmouth Used Car Center. The last known address of the truck was in Canada. Ford told me that if it was certified they should be able to see it on their end, but again, there’s no record of it. I believe they didn’t certify it and sold it to me knowing it had issues. I fully believe they took advantage of me. Currently the truck is at a local dealership and has been for 2 weeks. All of my receipts are in the glove box.

  Business response

  03/23/2023

  ******,

  I first want to introduce myself, my name is Chris S***** and I am the General Manager/owner of Portsmouth Ford Used Car Center. I would like to apologize for any inconvenience and headaches that your 2019 Ford F-150 ***************** has brought you since you purchased in October 2022. I know this was not your first time doing business with my dealership as you had purchased a Ford Explorer from us back in 2018 *****************. I want to let you know that we are always here for our customers and never want you to feel like we are putting anybody out, I pride our store on customer service and hold my management team to a high standard. I know you had a good experience with your Explorer in 2018 and that may be why you came back to us for your F-150. I do sympathize and understand your frustration so far with your F-150 but I do want you to know we are here to help.

  After speaking with my management team, Jeremy W***** and Will S****, had both offered to assist in any way possible the moment your concerns were brought to their attention. I believe you spoke with Jeremy about a cracked rear taillight back in December of 2022 and he had told you we would replace the taillight and cover 100% of the cost once photos were sent over to confirm the damage, to my knowledge no photos were sent over and he had never heard back from you. Also in December we offered to facilitate a pick up and drop off with a loaner vehicle to address your concerns to a front end noise ( this was discussed via telephone between Will S****, my manager). However, due to the drive time from Laconia to Portsmouth I believe you and Will S**** had agreed to set you up with his father at Irwin Ford as he is the service manager at Irwin Ford in Laconia. After speaking with Bill it sounds like he has helped facilitate your concerns since you first dealt with them in November. On your second visit with Bill it looks like he physically went on a road test with you and did confirm in January a front end noise and further diagnosed for a replacement of your front left wheel bearing and integrated wheel end (IWE) under your factory warranty. I believe the current concern is for a similar noise but toward the front right, which Bill believes could be the same diagnosis and 100% covered under your factory warranty. This is all information that I have gathered from all parties involved since receiving this complaint, if I have missed anything throughout your concerns please let me know. 

  Your vehicle is indeed Ford Certified Pre Owned, please see attached the documents processed within Ford Motor Companies Certified Pre Owned program ( OASIS and signed CPO documents). I am not sure whom you spoke with at customer service but I would like their contact information so I can clear this up with them. This was originally registered in Canada and Ford Motor Company indeed honors the factory warranty as these warranties are valid throughout all of North America. We do purchase a handful of vehicles from Canada, process them through the Canadian - U.S. border and title them within the United States ( please see attached US title). This is not uncommon as thousands of Canadian vehicles are sold within New England each year. Please see attached a copy of the Carfax that clearly shows on page 2 of the truck being reported and titled being issued to the Ohio DMV on 09/13/2021. 

  In regard to the Ford Motor Company buy back program ( lemon law), this process is only applicable to a new vehicle purchase. We did a thorough 172 multi point required CPO inspection on your vehicle and paid upwards of $2,000 to our service department to meet the CPO requirements ( please see attached Repair Order). It looks like you have put about 15,000 miles on the truck since you took delivery in October which is upwards of double the average daily driver. Unfortunately we do experience mechanical issues from time to time post delivery, this is not uncommon in the used car world and believe it or not, at our new car store, Portsmouth Ford, we even see brand new vehicles come back with mechanical issues post delivery. If your buyback resolution was brought to my attention back in November or December of last year, I would have considered your request to purchase the vehicle back for what you had paid. However, given the mileage you have driven and a new calendar year, I cannot buy this truck back for the $46,495 selling price you paid in October of 2022. If you would like to trade out of the vehicle and get in to a new one at my dealership, I would be happy to assist in putting some numbers together for you. If this is something you would like to pursue please let us know. 

  I am willing to reimburse you for any money that has been paid out of pocket ( please provide any receipts) and a complimentary 60k mile works package that can be performed at your local Ford dealer in Laconia ( this is on average $1,000 - $1,200), this is something that we can arrange with Bill the service manager.  I do want to thank you for your continued business with my dealership as I firmly believe my dealership did everything in our power to help facilitate your concerns from the moment you reached out to us. 

   

  Chris S*****

  General Manager

  Portsmouth Ford

  Portsmouth Used Car Center

  Wiscasset Ford

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

  *******@portford.com

   

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