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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Leased my **** explorer st in 9/21. I was advised the triple care that I purchased for $841 included Rim coverage. In 5/24 I went to use my rim coverage and **** protect denied it stating I did not have cosmetic coverage despite **** of Freehold telling me I did and paying for it at time of lease. **** protect continues to deny covering the rims on my vehicle. **** customer service states there is nothing they can do except file a complaint and they may or may not get back to me. If they absolutely refuse to honor what they told me I was paying for in 2021, including not repairing/replacing my rims, I would like a full refund. I have a print out from a separate **** dealer stating I have the coverage which **** protect continues to deny.Business response
05/11/2024
I confirmed that ************** definitely has *********** which does cover cosmetic damage on his wheels. I'm not sure why **** is denying him coverage. I would urge ************** to reach out to me at his convenience to discuss further. I will put him in contact with our service department to assist in handling his claim.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 28th my car got towed to freehold ford. The next week I was told it needed a new engine block covered under warranty. My car has been there 4 weeks. One excuse after another. Now today they told me no time frame. Was not given a loaner car. I still have to make my monthly payments. They also will not let me out of my lease as it is due in November. I live alone with no way to get around and cannot afford a rental. No one is even trying to help me. I have been very patient but at a loss what to do now. I hope you can help me. Thank you. ************************************.Business response
08/25/2022
Unfortunately, ************************** vehicle did suffer an engine failure on July 28th. The parts were ordered and are now in. We have one engine rebuilder on staff . ****************** does not provide alternate transportation as a provision of the
warranty. ********************** should contact ****************** and voice her displeasure. Freehold Ford makes every effort to be fair to all customers that need major repairs.
We would not repair any vehicle before ************************** that arrived to us after
**************************. To put her vehicle in front of others that came in before her vehicle wouldn't be fair to the other customers that are waiting for the same or similar repair. We can understand the hardship that having a new vehicle breakdown brings.
********************** should call **** at **************.Freehold Ford will everything in our power to expedite repairs to ************************** vehicle on a fair and equitable basis.
Initial Complaint
05/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was sold to me in august of 2020 without them telling me that the car had been in a prior accident. I purchased this car as I was told it was brand new, no prior owners, and when I asked for the car fax they told me that it couldnt be provided as there was no prior owner so a report didnt exist.Business response
05/14/2022
It should be noted that Freehold Ford was not made aware that the vehicle was involved in a very minor accident while being utilized as a loaner car. No damage was sustained on either vehicle involved. This matter has been handled on May 14th by management and the customer.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.