ComplaintsforPhil Long Ford of Raton

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had bought a 2010 Mazda CX-9 from Phil Long Ford in Raton back in early February 2023. I was told that the vehicle was sold as is with no warranty. I was reviewing the paperwork that I kept from the time of sale which I was noticing does not specify the New Mexico State Law about the Lemon Laws. My issue is that I took it to their service department on 7/29/2023 to have them do a courtesy inspection due to a brake issue and they reported a "metallic fluid leak" by the A/C compressor which it never had before and that the brakes were not working correctly. I managed to take the car to ********* ***** in Santa Fe on 7/30/2023 for a service appointment for the brake issue that may have been covered on under a warranty fixed. When I got the report back from Mazda they told me that the entire engine would have to be replaced due to the coolant leaking from the head gasket and the brake booster was failing. I purchased the vehicle for a little over $10,000 and the total cost of repair is going to be $10,000 or more. I feel that I have been cheated by Phil Long because they failed to properly inspect the vehicle during all service phases and I also noticed on my contract a fee for a tire service which I never agreed to in the first place and the sales manager did not allow me to look over all paperwork before signing it. The fluid leak could have been easily diagnosed as a coolant leak because after the service inspection I could smell it and noticed that my coolant level went from full to almost empty. I need a good working vehicle because I have step-kids that I help financially support as well as I have to travel throughout the state for work. I can also find more than 10 people who can support my claim that Phil Long sells vehicles that within months or weeks break down costing people thousands to get fixed.

  Business response

  07/10/2023

  TelThank you for bringing this customer complaint to our attention. We take all customer concerns seriously and strive to address them promptly and effectively. We understand the importance of maintaining a high level of customer satisfaction.
  
  Please note that this is the first time I' have been made aware of this particular complaint. We value our customers' feedback and are committed to resolving any issues they may have. We will be reaching out to the customer directly to inquire further about their complaint and gather all the necessary details to investigate the matter thoroughly.
  
  We appreciate your assistance in ensuring a fair and transparent resolution. Our goal is to provide excellent customer service, and we will work diligently to address this complaint and resolve any underlying issues.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  **** *********
  General Manager
  Phil Long Ford of Raton

  Customer response

  07/10/2023

  [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,
  
  ******* **********

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