ComplaintsforPower Ford

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am sending, since I don't know who I exactly communicate with. I purchased or financed a used car in October 2021 at Power Ford, Albuquerque, NM. The vehicle is a 2018 Ford Escape. My concern is the Used Car Warranty I purchased. Used car warranty is from ** *********. The warranty documents, which were signed in the Finance office of Power Ford. What I received at that time, is exactly what I have today. Nothing was mailed or emailed to me after the purchase. My engine light came on approximately 1.5 weeks ago, which I had checked at ********** auto parts store. According to the engine light code, it was recommended to replace spark plugs and ignition coils. I reached out to ** *********, they confirmed that my vehicle was registered in their data base. Thereafter I was transferred several times, finally spoke with an agent. I asked if the "ignition cell's" were covered with the warranty. The ** ********* agent stated No, however the document provided to me by Power Ford in my opinion did cover the ignition coil's (1 ignition coil at roughly $66+ each x 4 = $264+). Next the ** ********* stated your warranty is no longer valid, I asked why? Agent stated 100,000 miles or 72 months, whichever comes first. I stated I'm not even close to the date nor the miles. Then the ** ********* agent started reading and stating Page numbers, mentioning language of contract, wording, specific areas, page numbers. I stopped the agent and let him know I did not have the additional pages he was referencing. I requested from ** ********* to email the missing pages, which they did within an hour. I reached out to Power Ford, 1/6/24, on two instances, 1st time spoke with a male who attempted to get me to a manager, and also submitted my concern to them on their website, unfortunately was not able to keep a copy. But I am sure they have a copy of my email to them. On 2nd time, I spoke with a **** (did not give his last name, only he was in sales. Bottom line no call from Power Ford only a text stating they would get back with me. I have not contacted ** ********* again. My issue is not getting the additional pages from the dealership at time of purchase. The Power Ford Finance Manager only explained you have 72 months and 100,000 miles of nsumer Protection Agency able to assist? Is NM Better Business Bureau able to assist? th nk you) y personal emall is: ****************

  Business response

  02/06/2024

  To Whom It May Concern:

  Power Ford remains one of the most highly rated and fastest-growing automotive dealerships in the State of New Mexico. We pride ourselves in having one of the industry’s most open and transparent sales processes. When one of our clients has an issue, we respond with the care they deserve. In the case of Mr. ******, the notice sent by your office was the first my office heard of any concern.

  Mr. ****** purchased a vehicle service contract at the time of sale. This service contract was submitted to ** ********* promptly after the sale, but a small administrative error on their part caused the contract to show as expired. A simple phone call to them cleared this up, and Mr. ******’s contract is now active. 

  ** ********* provides some of the best mechanical coverage available for pre-owned vehicles, but it does not cover all component failures. Mr. ****** can be confident he will be protected against the expensive cost of mechanical breakdown in accordance with the language of the contract.

  In regards to the specific replacement of the engine’s ignition coils after a diagnosis by ******** **** *****, this would normally not be covered. ******** **** ***** is not a certified repair facility in the State of New Mexico and does not staff ASE-certified technicians. The contract he purchased does not require him to return to Power Ford or any other franchised dealership, but it does require that he have the diagnosis and repair completed at a state-licensed repair facility. 

  We have been in contact with Mr. ****** since being notified of his concern, and in the essence of the exceptional customer service that Power Ford has a reputation for providing, we are covering reasonable costs associated with this repair, which is $256.84 based on his ******** **** ***** receipts. These will be reimbursed to Mr. ******. However, in the future, Mr. ******’s coverage will fall under the specific guidelines of the contract he purchased.

  Customer response

  02/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Oct 7, 2023 I purchased a 2017 Mini Countryman from Power Ford at **** ******* ** *** *********** ** *****. At that time I also purchased additional Gap insurance with the verbal assurance that I could cancel it at any time. This verbal statement was later supported when they sent me the ******* forms to complete in order to cancel the extra products (received 11/14/2023). On Oct 26 I left a voicemail with ***** Montoya (the finance person i worked with at Power Ford) in which I stated that I was canceling the extra products. I got no response and left additional messages on Oct 30 and November 1st. On Nov 7 I spoke with a different man from the financial department. He said the cancellation would be back dated to Oct 26th and he would get this fixed that day. He never called back. Also on November 7th I received a call that they had not yet received the inspection paperwork. I informed them that I had sent it in the envelope they had provided more than a week ago. On Nov 8th I received a text asking me to get and send it again. I agreed and told him that I was still waiting for the promised refund. He said he would remind them. I left more messages for ***** on Nov 13 and 14th. On the 14th he called me back and told me he had emailed the forms. I called him back when I couldn’t find that email and he sent them again. On Nov 15 I completed and emailed back the forms (One form required the lenders address, I sent 2 copies, one with the PO Box and the other with the physical address). Also on Nov 15 I ******* the inspection documents and sent a text picture of the tracking document. On November 27 I left a message that I had sent the forms and had still not received the refund. On December 5 I sent a notarized and sign for delivery letter detailing all the steps I had taken and demanding that the refund be processed immediately. They signed for that letter on December 8th. No refund has been deposited into the car loan as of December 17, 2023.

  Business response

  12/22/2023

  Hello – Thank you for making us aware of this complaint. We have attempted to contact ****** ****** via phone and will continue to do so. The refund for the cancelled products has been signed and mailed to the lender, *******. Once they receive the check, they will apply the credit to the balance of the loan. If the loan has been paid off, the lender will mail the check to ****** ******. It usually takes a few weeks for the lender to process the check and credit the balance of the loan. 

  I appreciate your understanding and sincerely regret any discomfort this may have caused. We value our relationship with you, and we never intended to jeopardize it. If you have any further concerns or specific requests, please feel free to reach out to us directly. Our General Sales Mangers direct line is ************. 

  Customer response

  01/01/2024

  Complaint: ********
  
  I am rejecting this response because:  The amount owed in refund is $4234.85 and they have refunded just $800.00.  There is still an outstanding refund balance of $3434.85.  I have included proof of partial refund and a picture of the refund form where I checked off all listed options for refund.  I have also included the text where the salesman stated he had received approval for the purchase of the car to be $18,500.00 including TTL.  Also I included the receipt for the down payment of $1000.00.  Thus the loan amount, including all agreed upon cancellable ad-ons should have equalled $21,734.85.  But it was $22,945.50.  This difference of $1210.65 must be additional fees that I failed to catch.  I am not asking for my mistake to be refunded.  I am demanding that the refundable items ALL be refunded.  I have returned every missed call and responded to every voicemail and text received.  Their claim that I am unreachable is false.
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  01/10/2024

  Hello,

  I am writing to provide you with a detailed update regarding the recent cancellation requests and the corresponding financial transactions.

  On November 14th, 2023, we received a request to cancel a specific service. This request was promptly processed the following day, on November 15th, 2023. Subsequently, the confirmation of the Gap cancellation was acknowledged, and a refund amounting to $800 was duly issued to ******* on December 8th, 2023.

  Furthermore, the Vehicle Service Contract cancellation, also initiated on November 14th, 2023, has been successfully processed. A prorated refund of $3,259.10, after the deduction of a $50 cancellation fee, has been arranged. This refund is to be transferred directly to *******, the lienholder, and will be applied towards the outstanding balance of the loan. We expect this transaction to be completed and the monies applied to the loan within the next week.

  I would also like to address our communication attempts with Mr. ******. Despite multiple efforts to contact him via phone and email, we have not been able to establish communication. We remain committed to resolving this matter and will continue our efforts to reach out.

  Please feel free to contact me should you require any further information or assistance regarding these matters.

   

   

  ***** ******
  General Sales Manager ************

  Customer response

  01/16/2024

  Complaint: ********
  
  I am rejecting this response because: the Power Fords general sales manager claimed the refund for the vehicle service contract was initiated November 14, 2023.  I contend that it was not.  I have sent documents proving that (attached to prior communications through BBB).  They contend that they have processed the refund but have not attached any proof.  Nor have they provided any contact information nor documentation proving third party responsibility for said outstanding debt.  Since the $3209.10 refund has NOT been received, no proof of processing refund has been provided, and no proof of 3rd party responsibility has been provided I reject that this matter is resolved.  Power Ford has also repeated the same erroneous claim that I do not respond to calls or texts, without providing any documentation to support their claim.  In previous BBB attached documents I showed all returned calls and texts, I do not answer calls from unknown numbers but I have called or texted back every voicemail, text, and email received.  Since the content of phone calls can not be proven and Power Ford has shown a poor memory for promises made by phone call, I am now only responding via text, email or BBB.  
  
  
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle for cash and trade from this business. I requested that my New Mexico license plates be transferred to the new vehicle from my trade. As of this date, the temporary tag has expired and I have not received a new registration or a title for the new vehicle. I had called on two occasions during the past week and was assured I would be receiving a new, temporary registration, but have not received it.

  Business response

  12/22/2023

  Hello – Thank you for making us aware of the concern of Mr. ******. We spoke with Mr. ****** on the phone on December the 12th. During that conversation, our Title Clerk, ****** *******, communicated that she had his temporary registration and it was good for 45 days. She said he would receive one in the mail along with a license plate. She explained to him that the license plate he receives will have the same plate number as the one he already has. It seemed like Mr. ****** did not think that was necessary because his other license plate was already a new plate, we explained that this was the process of the DMV. 

  Mr. ******'s temporary registration was mailed out on December 12. It typically takes 10-12 weeks for the permanent license plate to be received from the DMV. We value the relationship we have with Mr. ******, and we never intended to jeopardize it. We will continue to keep Mr. ****** updated on the status of his license plate. The direct line to our Title Clerk, ****** *******, is ************* 

   

  Customer response

  12/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Power Ford in Sep 2022. Spent 20k on 2018 Ecosport with 60k miles. Out of the 12 months I have owned the vehicle it has been in the PF service center for 4+ months over 6 trips. Broken down on the freeway while going 65pmh 5 times. Half of visits require a tow to get the vehicle to the shop. The check engine light began turning on shortly after purchasing. Brought it in, was told they fixed an issue that was causing it to come on unnecessarily. Less than a month later the engine oil pan exploded, faulty wiring was found and a variety of other issues have ensued from Feb 2nd and are still ongoing as of today Sep 26th. The warranty I purchased did cover a portion of these issues. I am still out over $1600 in repairs, dozens of hours of my time, missed work shifts, hundreds in rental car costs, and still without a working vehicle. No courtesy vehicles offered since April of this year. General disregard for my time and money. Never communicated. When I purchased the vehicle I told them I had concerns regarding longevity of the vehicle due to how frequently I drive. They assured me that this make and model would be the best fit for me. They failed to disclose any issues on the vehicle as well as failed to inform me that this make and model of car was being discontinued which would result in a dramatic lowering of its market value. Went to the sales department to find a resolution and was told to "take advantage of my gap insurance" (**** ******* and crash my car or have it stolen otherwise my $320 monthly payment would go up to $750 minimum on a used vehicle. Would only give me up to $8000 trade in value which matches the current market but does not take my experience into consideration. Have an 800+ credit score, no accidents, no traffic violations or tickets, have shopped with Ford for close to 10 years and was completely disregarded and that "I had made a mistake" when purchasing the vehicle from them. No real solutions offered.

  Business response

  09/28/2023

  Hello – I understand that you are frustrated, disappointed, and inconvenienced by your experience with your 2018 Ford Ecosport purchased from Power Ford. No one should have to go through the litany of issues you've detailed, especially when you expected reliability and longevity from your purchase. We genuinely regret that you're experiencing this, but that doesn't mean we are at fault.
  
  We understand that your journey with this particular vehicle has been far from ideal, which is why we are willing to offer you over-fair market value for your car should you choose to trade it in. I hope you understand that offering over-fair market value is an unusual step for us, taken in light of the particular circumstances you're facing. However, I must clarify that a refund for a vehicle purchased over a year ago is not something we can offer. 
  
  Regarding the discontinuation of the make and model, manufacturers take various factors into consideration when deciding to discontinue a vehicle model. This information is not readily shared with dealers until an official announcement is made, so we had no knowledge of this event at the time of your purchase. I hope you can appreciate that certain developments are out of our control.
  
  We sincerely want to do everything within reason to assist you moving forward, even though we can't offer a refund for your vehicle. If you would like to discuss your options for trading in your vehicle for a car that you are more comfortable in for more than fair market value, please feel free to reach out to our sales management staff. 

  Customer response

  10/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have reached out to the sales department on multiple occasions over the past year. There has been no trade in solution offered that is even close to a reasonable price. 
  

  Ive reached out to try to have someone from your warranty department call me twice in the last week and multiple times before this with no response. If I have to stay in this current vehicle I would at least like to know my options on keeping an appropriate warranty. I request that you reach out to my provided contact information so I stop wasting my time leaving my number and waiting for contact. 
  

  I also still do not understand why I paid $1200 out of pocket on an engine wiring “fix” that did nothing and was noted to still be reporting issues once it had returned to the shop. No explanation of issue given upon final delivery of vehicle and the man who dropped it off nearly took my keys with he left so fast.

  Reaching out on my own is proving to go nowhere. Please have someone contact me with legitimate solutions. 

  Regards,
  
  **** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/13/2023

  Hello – Based on your response, we have attempted to contact you at the phone number listed. We have not been able to reach you by phone and we left three messages on three different days. At this time, we are going to consider this closed based on our initial response to the complaint. If you are interested in speaking with someone about an additional warranty. Please reach out to our General Sales Manager, ***** ******* ** ************. Thank you. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went with my autistic son into Power Ford on 6/20/2023 to buy a used 2021 Ford Escape. It was advertised (I have proof) and was told (repeatably by salesperson ******* and finance manager ***** that it did) that it had a "Ford Gold Certified" warranty. My son and ex-wife drove it back to California (where they live). a few weeks later they brought it into **** ******** Ford for some service and were told it does Not have this warranty according to Ford Records. I have been trying ever since to get Power Ford to rectify this. I've left approximately 10 messages. Actually someone did call back once and said he would take care of it, but my son checked with the dealership in Ca. and they have not. Now Power Ford won't call back at all. It's a Simple Fix for them (according the to dealership in Ca.), but they aren't doing it. It means a lot to avoid a costly repair that is needed for his safety!

  Business response

  08/31/2023

  Hello – Thank you for making us aware of this concern. We are in contact with the client and the dealership the vehicle is at for service to rectify this. They vehicle is a certified vehicle and that will show in Ford records. Our General Sales Manager, ***** ******, is in communication with Mr ****** to ensure this concern is taken care of. 

  Customer response

  09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used certified vehicle on 7/3/23 within 3 days of purchase the check engine light came on. It took 13 days to be fixed while having multiple issues of no contact with the service department, leaving messages every day with no answer, and being put on indefinite hold. Each time sales department made promises to exchange the vehicle if the problem persisted. Now just over a month later the vehicle is going in for the 4th time, sales has completely backed out of any assistance offered including giving me a low offer to just trade in the vehicle. Not sure if they knew they were selling me a vehicle with so many problems but the amount of complete lies told to me by the sales department is matched only by the difficulty to get any communication from the service department.

  Business response

  09/07/2023

  Hello,
  
  Thank you for bringing your concerns to our attention. I regret that Mr. ******* had a less than satisfactory experience with Power Ford. We always aim for clear communication with our clients, and if there were any shortcomings on our end, I sincerely apologize.
  
  To give a clear picture, Mr. ******* purchased his vehicle on 7/3. Since then, it's been in our service department on three separate occasions:
  
  1. The initial issue was a check engine light due to an evaporative leak in the fuel system which hadn't previously existed. We addressed this according to Ford Motor Company's warranty guidelines.
  2. The vehicle was returned because the initial repair did not fully address the issue. At this point, we replaced a canister purge valve and bracket under warranty.
  3. On its third visit, we replaced a metal line that had a small hole likely caused by vibration. After this, we test drove the vehicle to ensure the repairs were comprehensive and effective. Since this last repair, we haven't noted any other concerns with the vehicle.
  
  It's unfortunate that Mr. ******* had to visit our service department multiple times. Please understand that while working under warranty, we are bound by specific procedures and processes set by the manufacturer.

  On August 14, Mr. ******* expressed interest in trading in the vehicle. Despite our best efforts, we couldn't reach an agreement on a new vehicle. It's important to note that his 2021 Explorer is in good condition and safe for driving. We genuinely hope Mr. ******* finds joy in using his vehicle and is content with his choice.
  
  As of August 18, when Mr. ********* vehicle was ready for pickup, there have been no subsequent concerns. 

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 27, 2023 my Ford Mustang was towed in to Power Ford for repairs. I had called ahead and they had said that could accept it. At no point did they advise me that they were short staffed, or jobs were backed up etc. The only thing they did tell me was that sometimes dealing with the insurance company could be a lengthy process. Because I was going through the insurance and Because Power Ford is outside of my insurance company's network it required that the insurance company also have their claims adjuster approve of the repairs. A date was set for the claims adjuster to look at the quote and after some urging Power Ford quoted the repairs. According to the app on my phone that tracks my vehicle, my vehicle wasn't even brought into the shop for a proper inspection before submitting the quote to the insurance. My car continued to sit and Power Ford had one excuse after another. One excuse being that they were still waiting on the insurance, which we informed them that as they had already been told, the insurance had already approved it and had already cut us a check directly. It took over a month for the car to even be taken into the shop and once they got it into the shop, they started finding more things wrong and needing more parts etc. Today is March 21st, my car has been in their care for almost 2 months now for maybe a four hour job, and I still do not have it back. I was borrowing vehicles and ended up taking my truck to another shop for ball joints and an alignment, so I could drive it (the other shop had it back to me in 2 days.) Power Ford has not offered me a loaner vehicle or any type of customer accommodations to make up for this. I want my vehicle fixed and returned and I feel like my deductible or at least a portion of my deductible should be waved as well as any additional costs that may have been accrued after the insurance claim got paid due to them not properly inspecting it in the first place.

  Business response

  03/22/2023

  Hello – Mr. ****** ****** picked up his vehicle yesterday. We don't like that his vehicle was in are possession for the amount of time it was, but due to a nationwide parts shortage, we were not able to get the parts necessary to complete the repairs until this week. The repairs have now been completed and Mr. ****** has picked up his vehicle. Thank you. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several Issues-Upon purchasing our new Ford escape we found several parts in trunk not installed on vehicle. Our Trade in we left a cd in -Vanished-Could not recover. The finance lady who we finalized car with at purchase agreed to free oil changes for 2 years. Find out later not put in system. Had to take vehicle in to install parts left off vehicle, fixed. They honored 1 oil change that's all. Never recovered cd. All employee's originally working, finance lady, sales manager no longer working. Now we have recall on vehicle...Called to have fixed. Called service department, no answer left message and email no response Called sales manager received a call back and told me he would walk over to service department and have them call me. 2 days no response. Called to speak with General manager, was told busy, asked for voicemail hung up on. Called back several times no response. Most unprofessional business ever. Personal property missing, Did not receive what was promised at sale. Now won't fix recall by ford or even respond.

  Business response

  03/18/2023

  Hello – I hate to hear this was the type of experience that Mr. ******* received. Our team has reached out to Mr. ******* and he is scheduled to visit Power Ford on Wednesday for us to complete his recall and speak with him. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ****** **** purchased a new Ford F-150 from Power Ford in October 2021. Electronic problems begin May of 2022. Truck has been in and out of the service department of Power Ford since then. Total time in the shop is about 4 months over 6 or 7 visits for the same exact problem. At this time, the truck is in the shop and the problem is not solved. I have lost confidence in the truck, the dealership and Ford's ability to fix the problem. I requested a buyback and Ford refused. I have requested a replacement truck and have been given the runaround.

  Business response

  02/06/2023

  Mr, ********* – Thank you for making us aware of the situation. We want you to have your truck back and have been working diligently to solve the concern you reference. You mentioned a buy back and we worked with Ford Motor Company on your behalf to process a buy back. Due to the truck being purchased under a business name and not a persons name Ford Motor Company declined the buy back. Any buy back is completed between Ford Motor Company and the retail customer. We, the dealer, help guide you through the steps to complete that. But once Ford has declined the buy back, then we cannot do anything more with a buy back. While Ford said no, we at Power Ford tried to trade you out of the vehicle but due to the financial components of a vehicle transaction, we were not able to reach an agreement with you on a potential trade. 

  We are working diligently on your vehicle, but due to supply chain shortages and parts availability, that has caused delays. We have our best technicians working on the truck, and want you to feel confident driving it. Speaking with our Service Manager, *** ******, you can expect to have your truck back to you within the next 7-10 days. 

  Customer response

  02/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  

   

  From Power Ford's response: "Power Ford tried to trade you out of the vehicle but due to the financial components of a vehicle transaction, we were not able to reach an agreement with you on a potential trade." 

   

  This is not the reason that a trade did not go through.  The real reason is that Power Ford did not have a truck the same color as mine. 

  My truck, which is still in Power Ford's service department, has a color-matched camper shell.  Power Ford would not give me any value in the trade for the camper shell.  In order to salvage the value of the camper shell, I would like to trade for a truck the same color as mine so I can re-use the camper shell.

   

  At this time, Power Ford has a truck the same model and color as mine, and I have tried to get help with a trade, but I have not had much luck.  I've spoken to Cassandra and *** ******** about this, but they haven't been able to put a deal together. 

   

  I'm not sure what the trouble is.  

   

  As to the truck being ready in 7-10 days, it has been in the shop for five weeks as of this writing, all to fix the problem that wasn't fixed in the 3 previous months in the service department.  I have little faith in the Power Ford's ability to fix the problem.  I have lost trust in the dealership, the truck and the brand.

  
  Regards,
  
  *********** * *********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  12/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a car from power ford, late July. This was a trade in. We returned 2 set of keys. The new purchase did not have a second key. The car salesman mentioned we could come in to get the spare key made. A date and time were provided from salesman to bring in the car and key in order to make the key. This was confirmed via text messages with car salesman. We went in to get this done and did not hear back. We were told it could take a couple weeks. So we waited and took their word for it. After failed attempts to get a response via phone. We decided to go in. We went in 12/26 for a 3rd time. We were told it was our fault for waiting so long. Even though we did go in on the date the car salesman requested. I asked for a manager’s number to complain and was told he did not have one. He said there was no email he could provide but his own. It is not a customers fault that they lacked in providing proper training or that they have such bad turn over. Because they also tried to mentioned that the cars salesman did not work there anymore. All we want is the spare key that was promised.

  Business response

  12/28/2022

  Hello – Thank you for reaching out about Ms. *********. Ms. ********* is stating that Power Ford promised her a second key when she purchased her vehicle. Each time a vehicle transaction is made it includes a We Owe form that states what the customer owes us and what Power Ford owes them. When I pulled the We Owe form from the paperwork of the vehicle transaction is states that Power Ford owes Ms. ********* a spare tire (which she received). This document does not state anything about a second key. Unless the second key is listed on the We Owe then a second key was not a part of the transaction. 

   

  We are happy to have a second key made for Ms. *********, but it will come at a cost to her. However, I am happy to provide a 10% customer loyalty discount on her purchase of a second key if she chooses to have one made at Power Ford for up to 30 days from today, December 28, 2022. 

*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. ↩