ComplaintsforTeam Ford Lincoln

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought Lincoln Aviator 2023 from Lincoln **** on March 1st. I traded my 2022 ******************, and they kept it that day, they agreed to pay it off. Two weeks after the puchase I received a letter saying that my 2023 ****** was paid off from ************ So I immediately took the letter to *********************** at **** Lincoln. He said that they paid off the wrong car! I asked him how were you able to pay it off without any info on the ******, because they had my trade the alfa in the dealership with them. They told me they would fix it So I talked to *************************** the general manager of Lincoln **** and he said the same thing. A few days later, they called and said that they had already sold the Alfa and they couldn't get it back. I asked them how were you able to sell it, if it's still under my name and you haven't paid it off. He said that there was a law saying they could sell it without a title being clear. I told them I was in the process of selling my home and buying another. They once again said they would take care of it. Until now May 7, they have not fixed anything yet. Now my home was sold and the new home loan has been stalled because we need the payoff letter for the Alfa ***** for the new home loan to go through. We are now paying rent on our on old house. I tried to email, text, call, and in person and they refuse to talk with me. I'm stuck with this problem that they aren't willing to fix. This has caused BIG PROBLEMS. I have to still pay the Alfa because it's under my name, Lincoln's loan company said they had an order to dissolve the loan, but I have to make a payment on that too, I have to pay the new owners of my old house 83 per day because the loan is stalled. My name is ********************************* **************************************** ************

  Business response

  06/11/2024

  We have made reasonable attempts to address and rectify the issue with the customer according to ******************** guidelines. However, due to the complexity of the situation, it is now being handled by our company attorneys to ensure a fair and proper resolution. We take customer concerns seriously and are committed to finding a satisfactory outcome.

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

  General Sales Manager

  Team Ford Lincoln

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

   

  Customer response

  06/21/2024

  They are now suing us for ******.  We paid for the new car already.  We wanted a resolution from the start.  We offered to take the vehicle back to them and by a lesser car that we could afford and they refused.  We almost lost the loan on our new house.  We had to pay rent at our old house.. we had to pay for 2 months on the trade in that they sold. This company has not taken any responsibility for the mess they caused.  My husband was so stressed out he ended up in the hospital because a vein had burst.  They fixed nothing.  

  Customer response

  06/21/2024

   
  Complaint: 21681844
  
  I am rejecting this response because:

  They are now suing us for ******.  We paid for the new car already.  We wanted a resolution from the start.  We offered to take the vehicle back to them and by a lesser car that we could afford and they refused.  We almost lost the loan on our new house.  We had to pay rent at our old house.. we had to pay for 2 months on the trade in that they sold. This company has not taken any responsibility for the mess they caused.  My husband was so stressed out he ended up in the hospital because a vein had burst.  They fixed nothing.  

   

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

  Business response

  07/09/2024

  This matter has been escalated to a dealership attorney.  A demand letter has been sent to the customer for payment which they have thus far refused.  We believe this customer complaint and dealership resolution will be attained through litigation with the customer.  Every effort was made with the customer prior to involving an attorney.  There are no other details to provide at this time.

  Business response

  07/09/2024

  The Alpha ***** has been paid off and this is now in litigation with our attorney.  ******************** difference between the payoff on the Alpha ***** and the ****** was around $21,000.  **************** has not remitted the difference to Team Ford and therefore, we have contacted our attorney.  **************** was already served papers regarding this matter.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Team Ford is the Dealership that I take my vehicle to for services. In 2022 **** released a recall (22S22) on my vehicle for the transmission. Since that time Team ford has told me that I need to leave my truck with them for weeks to months without a rental vehicle, due to a lack of resources to address the recall. Not offers to call me when a spot is open, no, they want me to leave the truck on there lot waiting for weeks to be services. Rather than ensure this saftey issue is fixed the dealership simply says **** will not pay to have a rental during the time the truck sits. The truck is how I get to work and ensure my livelyhood. I need it fixed ASAP>

  Business response

  02/20/2024

  We do not have lists for customer to be on, due to shop loading ************** was last at dealership on March 31st 2023

  As you can see from the attached recall that the customer is referring to. It was then an advanced notice issued on March 29th 2023.  I have contacted the customer from the voicemail he left me on 2/19/2024 advising customer via a voicemail I had left **************, being very Informative, that due to only having one certified transmission technician available at this time, I had reached out to our sister store *************, who have three certified Technicians.  They can assist the customer at their location on ************, they have a 7 day appointment window for the customer to drop off at ***************** and the customer would need to set up a convenient appointment and drop off date with them direct. I also left my contact number should he have any further questions to no avail.

  Please note this recall can be performed at ******** or Lincoln Location within *******

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

  Service Manager

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

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/28/21, i dropped off my **** **** Expedition with ******* miles to team ford lincoln quick lane for *************** including spark plugs. Vehicles calls for spark plugs to be replaced at *******. from July 2021 thru April 2023 my spouse and I only put **** miles on the vehicle. this was due to *****, being a retired veteran. On 4/6/23, my spouse drove the vehicle to dentist and vehicle had bad misfire and shuttered real bad. Service engine light came on-misfire. I drove to Team Ford Lincoln quick lane and they checked vehicle out. Explained need to take somewhere else as we're not willing to work on it with numerous misfire and codes. Had vehicle towed to Sunset Auto, Explained had spark plugs just done **** miles ago, Due to Team Ford's negligence and not replacing worn out, burnt spark plugs, this caused a domino effect . Sunset found bad ignition coil and replaced that. My transmission was replaced. Truck still had misfires and shudders-Sunset Auto checked the spark plugs-found burnt and metal tips missing. Team Ford was directly responsible for not performing spark plug change which caused a massive domino effect. $$2350.95 worth of damage was done to this vehicle. ***************************** was advised-she was absulutely rude, condescending and her words "this is supposed to mean something to me?".

  Business response

  08/15/2023

  In response to this case we have recieved two days earlier a demand letter from ** ***** Services was responded to, please see the reponse that is still in process.

  Please advise if further information is required.

   

  Customer response

  08/16/2023

   
  Complaint: 20453520
  
  I am rejecting this response because:  I ****** that Team Ford Quick Lane on ****** did not change the spark plugs in my Expedition.  I have the burnt, crispy spark plugs to prove this.  I have independent witnesses to prove that through Team Ford fraudent actions- I suffered damages.  I am going to go to small claims court with this matter.   Another life long **** man lost.  I hope Quick Lane can provide video footage of this service-  there was none!!   Another deny, deny, deny
  
  Sincerely,
  
  ***************************

  Business response

  08/22/2023

  Good Afternoon

  Please find the attached letter in response.

  Regards

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

  Business response

  08/23/2023

  Good Afternoon

  Please find the attached letter in response.

  Regards

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 113 2023 my vehicle which is a **** 2019 **** mustang was towed to *************** at ******************************************************** was towed there because it had a brake issue at the time I got a hold of ********* at T4 who informed me that it was going to cost me approximately $900 to get this sensor changed at which time I was OK with and during this time I had an accident and fractured my tibia which I was doing painkillers does it hurt very bad trying to get a hold of team forward. No one will talk to me after a while and theyve had my car ever since January 1 13th of 2023 after having my car there for so long he came back and told me that the brake issue and you have another issue which is you have a rod a valve or something of this nature on your engine, which cant be changed which means total engine change which is approximately $8000 and going through all my records team Ford is the only people who have touched my car to include oil changes and all other aspects of maintenance furthermore, when I initially purchased the vehicle in May 2019, I was informed that I should get an extended warranty at which time I ask how much it would be and I was quoted $3000. We went to ***** Fargo on a test drive of the vehicle and I took the money out of the bank to pay for the extended warranty but now Im being told that the extended warranty that I paid for was a down payment on an extended warranty which I was supposed to be making payments on which I never made one payment because I thought I already purchased the extended warranty and no one wants to talk about that team Ford its a total runaround and it seems like I gave them $3000 for absolutely nothing.

  Business response

  03/15/2023

  Attached are a copy of the call log, the diagnosis sheet and the contract Mr **** states he put a  $3000 down payment, as you can see he ****** paid $500 and unfortunately payments were not made and the contracted company ***** cancelled his warranty. He has been advised to contact them numerous times. Attached is copy of an email sent to Mr **** today March 15th. Which is very specific as to why ****************** will not cover his repairs. A total of three visits have been made to Team Ford Lincoln since purchase in 2019. A warranty wiper repair 05/19/19, an oil change on 01/16/20 and a second oil change on 01/02/21. 

  Mr. ****
  Every effort has been made on behalf of Team Ford Lincoln to contact you and discuss your concern regarding the repair of the mustang. We have requested oil change records from you, since the date of purchase the records show only two oil changes have been performed. The last one was on  1/16/2020 at **** miles.
  The vehicle now has ****** miles on it and was towed in for a brake pedal that is super hard and wasnt able to stop car, in which a typical repair would require a vacuum pump cost approx. $860. However upon further inspection to determine failure of the component the vehicle required a heavy line diagnosis, and you were advised on Feb 13th, after numerous calls were made by your Aunt ( in which we did not have your permission to discuss your car with) we informed you that the engine was sludged due to lack of maintenance and a broken camshaft.  We have explained in order for us to submit to ****************** in an attempt to get the repair covered under your powertrain warranty of 5 years/60,000 miles you would need to provide records of oil changes performed after 2021.
  To date we still have not received these records and have provided you with an estimated cost of repair for the Engine replacement, in which you have not made a decision.
  On march 8th we texted you and called and advised you to contact the dealership, in an attempt to avoid storage fees, with no return call or Text Messages received from yourself.
  On march 14th I have received information of a complaint, that you state your aftermarket warranty was paid for and will not cover the repairs. Unfortunately as you have been explained to by *********, your deposit paid with the finance department was $500.00 and an agreement was signed by yourself that you would make payments for the aftermarket contract as attached. This was not upheld and therefore the contract was cancelled by ***** for nonpayment. ********* informed you, that you would have to contact *****. However this is a separate issue as to why the car is still here.
  Today I personally, reached out to you to explain the situation which was also sent via the text message that was sent to you on March 8th , that due to non-receipt of required documentation from you regarding the oil changes Team Ford Lincoln requires to be towed out as no work has been performed, due to no decision from yourself on moving forward with a customer pay repair. I am extremely sorry, for the fact you are angry and hung up the phone. But please understand to resolve your concern of your cancelled contract that would require you to reach out to ***** the company whom you were contracted to make your payments to and then for ****************** to proceed on any repairs at any Facility in the future you would require the proof of maintenance documents. We request that due to the advised tow out date of 3/14/23 has passed, we would request the vehicle to be removed as soon as possible to avoid storage fees.
  I hope this email outlines your questions, if I can be of any further help please do not hesitate to contact me.
  Regards
  
  *****************************
  Service Manager
  Team Ford Lincoln <*****************************************;
  **********************************************************
  ************
  ************************************
  
  P Consider the environment. Please don't print this e-mail unless you really need to.
  Warning: This email transmission, and any documents, files or previous emails attached to it, may contain confidential information that is legally privileged. If you are not the intended recipient or the person responsible for delivering it to the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED. If you have received this transmission in error, please immediately  destroy the original transmission and its attachments without reading them. This email is non-encrypted, therefore is non-secure and Team Ford Lincoln shall not be held responsible for any release of information which occurs through transmission of this correspondence.

   

  If i can be of further assistance please do not hesitate to contact me Regards *****************************

  
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came in to have the brakes on my vehicle replaced on 02/16/2023. Team Ford Lincon Quick **** They also replaced the engine air filter and the lug nuts on the wheels but this complaint is only about the brake job.After the brakes were replaced, they felt spongy, the pedal was sinking to the mat, and was harder to stop when driving home from the garage. None of these things were happening before I brought the car in and it is dangerous to drive a car with brakes performing like this.I took the car back and explained what was going on. A technician drove my car around the block and back, he said there was nothing wrong with the brakes, they were new. I asked if it was possible there is air in the line. He again said the brakes were fine. I asked him if he was willing to put that in writing. My car was put up on the lift and I don't know what was done to it at that time. My keys were returned to me. I asked if there was air in the line. My question wasn't answered but I was informed my brakes are fine. I needed to take my car into an empty parking lot, drive around and then slam on the brakes a few times to seat the calipers. I left and the brakes felt exactly the same.I was not going to waste my time going back to them another time even though I had just spent $684.01 for brakes and a brake fluid change, $420 of which was labor at their business. Two days later, on 02/18/2023, I took my car into a different garage and explained how my brakes felt. The technician that drove my car said he felt exactly what I was describing. They performed a fluid flush, bleed, and adjusted the brake system. The new garage informed me there was air in the lines, just as I had expected. I drove away and my brakes now feel and worked exactly as they should. I had to pay another garage to service the brakes correctly and make my vehicle safe to drive. I would be happy with a refund of the labor costs charged for the brake services since they were performed incorrectly.

  Business response

  02/28/2023

  The ****************** Manager, ***************************, reached out to ************* to discuss and come to a satisfactory resolution to the above-mentioned issue concerning the service she received at our Quick Lane facility. A refund for the service in question was offered to ************* and was found by her to be acceptable. A refund payment is currently being processed by our business office and will be presented to ************* when completed. ************* has offered to provide a favorable response to the BBB once she has received her refund. The estimated timeline for ***************** refund is 3/1/2023, *********** Manager will contact her when he has received her refund check and will deliver in a manner acceptable to *************, either in person or by US Mail.

  Customer response

  03/07/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for service in the last week of July when my a/c went out. I have a Car Shield warranty that is supposed to fix the issue. I have taken my car there many times without any issues till now. Here it is November 29th 2022 and my car is still at Team Ford. My understanding is that the worker *******, not sure how her name is spelled was the person I was dealing with. Thru our communication there were other issues wrong with my car that I was unaware of. I only authorized an a/c vent to be fixed, a cracked fuel line and the thermostat because my car has some overheating issues, along with a possible cracked coolant bottle to be replaced. She said since I am a loyal customer she could save me money and then came back to me with a cost of around $1400 dollars. Later they said my transmission has issues and that they fixed other things that was supposed to be covered under the warranty. Later thru lack of communication and long delays from responding, they later told me I owe 4k in repairs. A new person has taken over named ****** along with a change in their new computer systems they are looking for all the documentation that they did on my car. I had to do some of the work for them and to send over all the texts that the previous customer service rep had in response to my questions. I understand Car Shield is jerking them around but to have my car for four months is ridiculous with lack of communication. I also have appeared in person multiple times to speak to ******* and ******* I keep getting told that they are working on it and that they have had issues with the warranty company. I contacted the warranty company and they claimed that Team Ford did not send them the proof for the repairs or to show why a part was being replaced. I should not have to pay more than $1,500 in repairs as that was my limit and I told them that. The last conversation I had via text didn't get a response for a week till I re texted ******* Poor communication!Please help!

  Business response

  01/03/2023

  Customer has been advised that his after market warranty company have his case under review within there legal department to see if they are going to authorize replacement of an ac compressor. ******** has also been in contact with his ******************* whom have not made a decision to date. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to the dealer because my car broke down on the freeway. My wife was driving and she got lucky to pull over took the car **** adge to the dealer **** ****** las Vegas. I explain to ******************************* service adviser about the situation..well to make the story short. They fix a flexplate on my car I pay over 3000$. When getting my car, my wife noticed oil leak so I took it back to them. I explain that my car was not leaking at all, when fixing my flexplate they should of look and inspect anything around the area that was damaged...the rear main zeal was damaged do to the flexplate that was broken them it broken down on the freeway.....they don't wat to fix the leak because they have to do the same process they did when fixing my flexplate they neglect incompetent they dint not perform the job professional. On September I resive a letter from **** motor about a satisfaction program about that my car could be damage from a broken flexplate the dealer must fix flexplate turquer converter and transmission fluid pump free of charge so they don't wat to do it. And they don't wat to take responsibility for the leak that is coming from the area they were working on the real main zeal.....and I should get my refund back, do to the recall letter I got, about the flexplate they fix and I pay over 3000$....I have not received any refund back and they don't wat to help me they told me the mechanic and the manager to just clean the car from the leaks and trade it for another car

  Business response

  01/03/2023

  Customer has since received a check refund for $3120.51 and has cashed the check on 12/12/22 according to our accounting department.

  Customer response

  01/05/2023

   
  Complaint: 18462820
  
  I am rejecting this response because:  the check that I got back from the dealer belong to me has a refund do to a letter that I got from ********** on September...a letter of customer satisfaction program...that in the letter it says that the dealer should fix my flexplate, torque converter and transmission pump free of charge do to a recall..they only fix the flexplate after fixing my flexplate we noticed a leaks coming from the rear main zeal that is connected to the flexplate.  My car is leaking oil and before was not leaking oil....I have take my car before to oil change s and I have never had a oil leak...there mechanic told me that was from the rear main zeal..that means that  to gett my car fix from the leak they have to do the same process they did when fixing my flexplate.  They neglect my car by not performing a correct inspection when removing the transmission to fix the flexplate....all I ask is to fix the leak from the rear main zeal, to fix my torque converter and my transmission fluid pump that is written in n the satisfaction program form that was send from ********** 

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

  Business response

  01/15/2023

  Customer has received the refund in full, and the dealership has inspected the car and investigated the customer's oil leak, diagnosis was performed complimentary and was determined that due to age and mileage the location of the leaks are not connected to **** Motor's recall. Customer has been advised to seek a secondary diagnosis at another **** Dealership, and has also been in touch with **** Motor Company whom have also advised customer of the same.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct. 24th my husband took our 2019 **** Edge to Team Ford because the car starting making some noise. He was told that they only had one person working and that he might have to leave it overnight. I picked my husband up. The next day our car was not ready nor did anyone look at it. We did not hear from anyone until Friday Oct 28th, saying that it might be a coolant intrusion(that might be covered under the **** Warranty). But they would have to put it on the Heavy Line to be fully diagnostic and they are about 2.5 months out. We informed them that we need a loaner car or a rental. But my husband has to get to work, our kids need to get to school and I have work. They responded that they can not offer a loaner until the car completed diagnosed. Ever since then we have been renting cars and paying out of pocket. We have followed up with **** a few different times for a status check and if we can get a loaner. They continue to indicate that their policy is that the car needs to be filly diagnoses in order to give a loaner. We can not afford to continue to rent cars paying out of pocket. At this point we would really appreciate a loaner or anything. Thank you

  Business response

  12/14/2022

  Vehicle was brought into Team Ford Lincoln on November 2nd by Carmax, advised of the shop loading times, and agreed to leave the vehicle . The diagnosis was expedited and The customer's vehicle has since been repaired on November 22nd 2022, customer was unable to collect until November 25th 2022 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday July 25th around 5:30pm to have my vehicle check as I was experiencing an issue with it. I was advised by Damien the advisor that he couldn't do anything because I did not have an appointment and was told this would take a month to get it diagnosed and I asked what am I supposed to do with it in the meantime, drive it around and get it worst. The advisor said that I could drop off the vehicle and wait for the appointment because they are behind with their technicians. I asked for a rental/loner and I was told that I couldn't get one until the vehicle had been diagnosed, which this does not make any sense as to how I am supposed to be without a vehicle for a month just to get it diagnosed. The advisor then said to take it on Wednesday first thing in the morning to be the first in line to get checked in to have it diagnosed. I arrived at 7am, which is when they open and drop off my vehicle. That same day I went back to the dealership since I forgot my garage door control, which they took about 30 minutes just to get my control and was told that my vehicle was already taken back and having it looked at, so I was like great, they are viewing it now. Then the next day, I dont get a call so I called to see if there was an update, I was told no update. I did the same thing on friday of that week and the same thing again, no update. So then I showed up on saturday and asked for an update. Thats when I was told that I couldnt get a rental as the vehicle needed to have a full inspection for the Coolant Intrusion issue and that I was not covered for the bumper to bumper warranty, which I couldnt get a rental/loner. Which it does not make sense because 8 months ago I had taken my vehicle for the same issue but they said nothing was wrong with it. So I became update and started arguing with the lady at the front desk. It is unacceptable to wait 6 weeks just to get a diagnostic and have no vehicle while I am paying for my car payments.

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/08/08) */ We have checked our Database and have no customer's name or contact information for ***** ****** or a vehicle here do you have fu***er information? Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can they say they have no record of my information when I received a phone call from the agent who is handling the BBB complaint and the information was obtained. The account owner is ********* *******, the VIN # of the vehicle is *****************. Business Response /* (4000, 9, 2022/08/24) */ The vehicle belongs to ********* ******* and was brought into the dealership for diagnosis for "hard shift and transmission light comes on when vehicle is hot" on 7/27/22. The vehicle was looked at by a transmission technician on 7/29/22 and codes were present that require the vehicle to be moved over to a heavy line technician in the engine department. Communication was made to the owner and advised the wait time for vehicle diagnosis was 6 weeks. There are many vehicles ahead and all reservations were full. ********* and her husband visited the dealership on Saturday July 30th, 2022 and spoke with Carla D**** the Manager on shift and a second manager was also present. It was explained to the customer that until a heavy line technician can diagnose the vehicle there would not be a rental vehicle available through Ford Motor Company's extended service plan and due to our current reservations, and work load here at the dealership the Customer was advised to make contact with the other Three Ford Service departments and the Lincoln dealership to explore the opportunity of an available opening in the hopes they could expedite the diagnosis sooner. The customer was given the telephone to Ford Customer Service to call and open a case to see if they would make an exception to their rules of the loaner care coverage and the couple then left the office. They returned a few minutes later with the man that had originally dropped the car off for the original diagnosis. It has now been determined it was their son. He entered the managers office and used threating verbiage and profanity regards his "mother's" car that he evidentially drives. After the young man was screaming and yelling at the managers it was then requested by him to give him his f******* car back and he will go somewhere else. The paperwork was then closed and then son and mother were informed to see the cashier and take the vehicle and leave the property due to his unprofessionalism and threatening behavior. The Mother and Father were both informed that we are ladies and gentleman doing business with ladies and gentleman and will always remain professional. They then left the dealership. Then following week, on the 3rd the customer then made contact with another manager Dustin O*** who explained the same situation with regards to diagnosis time and customer agreed to leaving the car, he also submitted a request to Ford Motor Company to review the customers case regarding a loaner, while waiting on diagnosis. To date the customer does not have an open case with Ford and has not asked for any type of assistance. Team Ford Lincoln submitted a case on the 3rd to advise Ford of the situation and the case remains in process with no authorization to issue a rental. The customer has been advised that they are still currently 12th in line for diagnosis, and Dustin O*** has been in contact with the daughter, whom upon investigation is ***** ******. Team Ford Lincoln will continue to communicate with ***** ****** and update accordingly. Consumer Response /* (4200, 11, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this as a resolution. The issue is still here where the vehicle is not diagnosed yet. Which is unacceptable. 6+ weeks waiting on the vehicle is still not diagnosed. Team Ford needs to either hire more people or have their techs work more hours as cars keep pilling up for services and revisions. Business Response /* (4000, 13, 2022/09/11) */ Customers Mustang has been repaired and returned to customer. Consumer Response /* (4200, 19, 2022/09/13) */ Hello, the case cannot be closed yet as my vehicle is not repaired. It was returned to me in worst conditions. I have an appt to take my vehicle today to have it inspected, therefor, my issue is not resolved. Please reopen my case. Business Response /* (4000, 21, 2022/09/17) */ Every effort was made to repair the customer's heavy line concern and expedited, completed and returned on to the customer's son. The vehicle was then driven 368 miles and customer's daughter contacted the manager and informed of another concern different from the original drop off, Team Ford expedited the diagnosis and it was determined to be an arching spark plug. vehicle came in on 9/13/22 and was returned completed to customer's son on 9/15/22. Vehicle has left the dealership repaired

• Initial Complaint

  02/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my Ford F-150 in to have the sun roof repaired. My aftermarket insurance paid over $4000.00 to have it repaired. When I got the truck back the sunshade is flapping in the wind and is very annoying. It never did that before I took it to them. They now want me to pay more to fix what they broke. They are claiming my grandkids broke it after the fact. This is a lie. They claim they would pay for half of it now. This is unacceptable. Team Ford should pay for all repairs plus.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/03/02) */ Contact Name and Title: Rachel H******* Contact Phone: ********** Contact Email: rh*******@teamford.com Team Ford Lincoln and Ford Motor Company have reached an amicable solution with Mr. ******* to perform a no cost, one time repair to his sunshade that was pulled out of it's Track. Mr. ******* has been scheduled to return to the service Department week commencing March 7th 2022. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Team Ford only reached their "amicable" solution only after Ford Motor Company stepped up to pay the other half of the repair that Team Ford broke. Originally Team Ford informed me I was going to have to pay for the whole repair of over $500.00 . They saw my displeasure then said I would only have to pay for half. I left because my anger at that time was over the top. I went home and called Ford Motor Company customer service. Customer service said they would see what they could do by covering the other half of cost. The kind lady (Sierah ext: *****) said she would call me back on Monday to let me know if they could cover the cost. She did call me back and said they would cover cost. Team Ford Service Manager called me Tuesday/or Wednesday to inform me she got Ford Motor Company to agree to pay for the other 50% of cost so there would be no out of pocket. She also said as soon as I dropped my case against them through the BBB #******** she would schedule my repair. This infuriated me even further to the point of not wanting to retract my complaint. If the Service manager would not have lied to me I probably would have let this drop. I feel as though me and my For F-150 are being held hostage in order for the Service Manager to '***'. This is unacceptable. Therefore I stand by my original solution: Team Ford should refund the over $4000.00 it billed my insurance company and they and they alone should pay the total cost of the repair of my sun roof. Business Response /* (4000, 9, 2022/03/16) */ Customer has returned to the dealership on Friday 11th March 2022 for the repairs to be completed and the cost of the repair was split between Team Ford Lincoln and Ford Motor Company. No monies were charged to the customer or his aftermarket warranty. After repairs were complete the customer and Service representative performed a Quality Control check on his concern and Mr. ******* agreed that everything was satisfactory and no further issues were found. Customer has since been followed up, via the telephone on 3/16/22 and customer is Satisfied with the repairs and stated they have been handled. A phone call was also made to his aftermarket warranty, since they paid the initial $4000 repair bill, we have advised them of the goodwill repair we made after the initial repair and they were appreciative that the Dealership was able to assist there customer due to this repair would not of been covered by them.

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