Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a coolant leak on my 2013 Ford F150 truck so I called Ford of Latham and made an appointment for November 2024. Once they looked at the truck, they determined that the water pump was leaking coolant and they recommended that I have it replaced. This was the only coolant leak they said was on my truck, so I had them replace it. They finished the work and called me to come pick up the truck. That night I noticed another coolant leak under the truck. I took it to them again and told them that there was another leak. They took the truck in again and determined that the water pump they just installed had failed and was leaking. They replaced the water pump again conducted a pressure test to check the water pump and got the truck back. That night I noticed that I had another coolant leak. I took it back to the dealer for a 4th time where they conducted a pressure test and I got a message saying that new coolant leaks were not from the work that they had done but new leaks that I would need to pay for them to fix. Ford of Latham sends you a video of the inspection they do so I reviewed the video they sent me of the inspection and noticed that they performed a pressure test of the coolant system but the pressure they used was above max operating pressure. Max pressure on the coolant system is 16 psi as dictated by the service manual and they pressurized it to 24-25 psi for 2-3 hrs. The service manual states not to go above max pressure because it can damage components. When I called them out on the improper test they said that that’s just the way they do it. The improper pressure test caused 4 new coolant leaks that were not there when I first took the truck in. One on each turbo and 2 on the heating core connectors. I asked for them to fix the leaks that they caused and they said “well your truck is at the mileage that those unions would fail anyways so we aren’t going to cover it.”

  Business response

  02/24/2025

  I am the new Service Director at Ford of Latham. I will be inviting the customer in so we can inspect the vehicle and review the previous work done on the vehicle.

  Ron D*****, Service Director.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 **** ******** in nov 2023 from Latham Ford it was returned in a few weeks for engine noise and transmission problems was there for about 5 weeks no repairs sent to another dealer got trans replaced still same problems got back sent to Latham again for same problems was there for weeks was sent to a different dealer got a timing chain did not fix problems got car back and had for a short time went back to Latham they sent to a different dealer again was there 7 weeks no repairs made got back ..car is not safe to drive will shut off while driving smells like fuel while driving and motor makes weird noises it has been at the dealer more than I have had it they are billing my ins.thats I bought.and are not covering it an there dime which they should be so there stealing money from company with that said it is still not fix..it has shut off at 70 mph on the highway while driving and crossed 2 lanes of traffic and went in to center to grass and they are aware of this there also a where that it is leaking fuel on the motor...and it's a lot..will run on the ground.and there a where of the engine noise I was there to say and got told sorry no one here to talk with I here that all the time I also went to a different dealer today and had them look at it they said it has problems and that I should not be driving it and they would not of let me drive it off the lot that it's not safe can case a accident or even start a fire .

  Business response

  11/22/2024

  The vehicle is at ****** **** having the motor rebuilt. They at the time did not have a loaner vehicle so we put the customer in one of ours. I'm told it will take some time to rebuild the motor, but the customer should be all set.

  Thank you,

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business in January 2024. I received the title for said vehicle approximately a month after purchase. The mileage presented on the title was approximately 15,000 miles over the mileage on the vehicles odometer. I contacted the dealership about the discrepancy and was told to mail the title back and they would fix the title through NYS DMV. It has been approximately 4 months since I sent back the title and I have yet to receive the new title. I have contacted the dealership multiple times over the last week requesting to speak to a supervisor about the matter. They have not contacted me back and the operator either sends me to a voice mail or hangs up on me. I am concerned that the vehicle’s odometer was tampered with prior to me purchasing the vehicle and that this may be a case of fraud.

  Business response

  07/31/2024

  Response taken by phone:  I will contact the customer.  There was an honest mistake made when the title was submitted.  We have been working with NY State DMV and have been assured that the title should be ready in the next few days.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 F-150 Raptor from Ford of Latham on February 3, 2024 using a **** business auto loan. I was given a temporary tag which expired on March 2, 2024. I have called multiple times to inquire but have been given zero answers on when I should be getting my tags and was advised by their management staff to drive the truck with the expired temp tag, which is obviously illegal. This week, I was informed by the finance manager that my registration is with NJ DMV. After calling NJ DMV, they have no record of the vehicle or its VIN. They also refused to send any tracking information on sending out the documents as they claimed.

  Business response

  04/19/2024

  Response taken by phone:  The incorrect information was provided when we initially sent the registration to New Jersey DMV for processing.  Once we received the correction we resubmitted it. 

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new vehicle on September 30 2023 and 8 weeks later, still have not received the registration for it. I waited 3 weeks before contacting them. I spoke with Zack, who assured me he would look into it and be in touch. I received a 'tracking' on the registration, only to show that the 'package' is still sitting in NJ. Over the past 2 weeks, I have called every single weekday, only to be forwarded to voicemails. I've sent emails, none of which are responded to. We even texted our sales person in hopes of speaking with someone. I spoke with the receptionist and expressed that I did not want to go to voicemail (again), so she took a message...still no call back. We are now over 2 months beyond when we purchased the truck and have no registration for it. Our new truck is not road legal without a registration and this dealership has failed over and over to process the paperwork.

  Business response

  12/07/2023

  Good afternoon. I put a phone call in to our office who spoke with ****** the 3rd party company we use for out of state registrations. I was informed that this is held up at Vermont DMV waiting to be processed. I will check daily to see if any progress is being made on VT DMV. 

  Customer response

  12/08/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was provided with a tracking number from Zachary A***** from Ford of Latham, who indicated the envelope that has our registration information that was sent to ****** for processing is ***** Tracking ************* According to the tracking number from ****** this package of documents is still sitting in NJ, waiting to be picked up.  Given the terrible customer service (complete lack of response from multiple attempts to contact Ford of Latham), I don't want to 'accept the reply' given this tracking info indicates the registration packet was never delivered to ******.Is there proof of delivery of the documents to VT DMV?

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at the dealership to look at a truck. I explained I was a buyer who had finances to pay in full. "Will" and I discussed the possibility of financing to ease the hit to my finances. I explained I did not want or approve of a full "hard" c credit check. "Will" stated he could pre qualify me with only a "soft pull" credit check 2x. They took my information and went and did the full credit pull which was a hit to my credit which Ive been working extremely hard to improve. Im feeling violated and fraudulently affected by this business.

  Business response

  12/04/2023

  Good afternoon. ****** ******* filled out a credit application while at the Dealership where he had to give personal information for us to get approved. In order for this to happen he filled a credit application out. Being he did not buy the vehicle we shred the credit application to protect our customers. He willingly gave us his credit information for us to obtain financing. There is nothing that the Dealership can do to make Mr. ******* happy in this situation. If there is any further information needed please reach out. Thank you

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Saturday I went into latham Ford for a service appointment for a recall on a bushing for a transmission cable. Thursday I went to drive to the store. The first time I drove my truck because I have a work vehicle. On the way back my truck stopped moving! After getting it back to my house I calling the center leaving a message because they were closed for Mr M******* the service manager. The following day still no call back I stopped there to discuss what I needed to do. The guy basically told me it was on me to get it back to them even know I could not drive my truck. He offered no help. Very upset I called the gentleman that normally does my truck work. He came up to discuss the situation. After a few minutes and the guy behind the counter telling us they didn't tow or are not liable for any of it. The manager comes out and we ask him for a minute. After speaking he agrees to send a mobile unit out. I felt as a women they were trying to disregard me and the story changed after my guy getting there. Than they tryed to offer him a job! They send a mobile unit out. With no return call I gwy home to my truck in same condition plus the tech left my windows open and didn't even look like he moved my truck. I than called and left more messages. Only to finally receive a call this Saturday afternoon to be told the samething. They are not liable and will not tow my car to the dealer ship to find out what the issue they cause! I feel as if they again are disregarded me because I'm a women and not know details. I have contacted 3 other mechanics that are telling me it could be a few issue but they are the ones who cause it from the "work" the did on my transmission! That I had no issues with the entire time I have had my ford.

  Business response

  05/02/2023

  Good Morning, While the dates and basic account are correct, Ms. ********* was not dismissed in any way. I offered to send our Mobile service Van out to her location immediately, simply for convenience. The recall we performed on her vehicle was on an external component of the transmission shift cable.  Upon our inspection of the work performed, our technician noted it was done correctly, however, a whine noise from inside the transmission was heard and recorded. This is indicative of an internal transmission failure and is in no way related to the replacement of the transmission shift cable bushing.  (Please see attached video recording)Our Service Advisor, Harold, is a relatively new hire, and was not sure on how to handle this type of concern. I involved myself as soon as I heard their conversation to alleviate any unnecessary frustrations. Ms. ********** seemed notably upset. The gentleman she had with her stated he was an ASE certified technician and questioned if the recall may be related. I did offer him a job as a technician as there is a shortage of technicians currently in our industry, and I am always trying to recruit quality technicians. We have not diagnosed her vehicle as of yet, she stated in her survey she would be bringing it to her mechanic for diagnoses. During our conversation in the service write up area, she seemed to be understanding of the situation. It was my understanding that she was appreciative of our sending the Mobile Van out to verify the repairs. I am open to performing the diagnostics on her vehicle at no charge to her, however I do not offer a tow service and the customer would be responsible for the tow to get the car to the dealership.    

  Customer response

  05/03/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Good Afternoon, First I would like to say of course i was upset. I was told the recall was a simple task. I was not expecting to have major transmission problems to follow my service appointment. Transmission problems that could cost me hundreds or even thousands of dollars. I have now been without my vehicle for over a week.  I attempted many times to get in touch with manager. Calls and leaving voice mails so he would be aware of the situation and help resolve it. I understand with the gentleman behind the counter being new. If this was the case instead of dismissing me he could have ask for another's opinion, like a manager.  The mobile unit was not offered until I brought the gentleman in to help me because obviously I am not a mechanic and seeked his advice.  As well as the other mechanic i consulted with the issue. They all advised me that Latham Ford was last to touch the transmission. They should be liable to fix it or at the least discusspossibleissue and ways to resolveit.I had absolutely no prior issue with my transmission before Latham Ford services my recall. As for doing a diagnostic. I had already had one completed.  It is not coming up with any codes. Yet I still can not drive my vehicle due to issue at hand.I would like to have another Ford dealer ship look at it. There is another one located in Mechanicsville, I believe ******** Ford. Following there determination of the issue have Latham Ford take care of the bill if they are the ones that caused the issue. I would also like to add they being a dealers ship and garage. I'm not understanding why they do not have tow options or services to give to their customers.  Or even advice on who to use for that service.  They offer me none of this. Not even some type of loaner vehicle to use while mine has been down and needed to be worked on due to there failure. Latham Ford Services replaced a part the was a component of my transmission. Now my vehicle will not drive! Regards, ***** **********

  Business response

  05/04/2023

  Thank you for the reply, unfortunately, the shifter cable bushing is an external part of the transmission, the issue we detected during our Mobile Service Visit is an internal concern. The pump inside the transmission is making noise and causing the transmission to not engage gears.  The actual recall is 36 minute repair and is not intrusive. It is not out of the question that at 83167 miles there could be a failure in the transmission, it is unfortunate that it happened now. However, this failure in no way is related to the recall. We will of course be willing to have our technician perform diagnoses on the transmission, there would be a diagnoses fee and a tow bill to get the vehicle into our dealership for examination as there is no warranty on this vehicle because it is out by time by more than 2 years. As a dealership, we like most dealerships do not have an inhouse tow truck therefore the customer would be responsible to arrange and pay for towing.  Unfortunately, we do not have loaner cars in fleet, however we do have rentals for warranty repairs that are covered under warranty.  Thank you,Thomas M*******Service ManagerFord of Latham

  Customer response

  05/10/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ********** Good morning,  Well thank you for denying all liability for the work you did on my vehicle.  Latham Ford is the only ones to work on my transmission.  Now I need a new transmission.  Almost five thousands dollars set back. Not sure how your business did a recall on my transmission, now I need a new one and your not somewhat liable. And the way you treat your customers.  Women especially.. You will never have my business again and further more. I will never buy a Ford again. Your Ford corporation has not even reached out after filling the complaint with them as well. That does not sound like good business to me.  Hope you have the day you deserve. ***** **********

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 Ford Focus and had it two days and the transmission blew. I was asked to come in and look at the other focus which I was originally interested in but wasn't ready at my time of purchase. I came in purchased the 2018 Ford Focus that was now ready to be sold. I had the car less than two months and the engine blew up. They have had my car now for over a month and I'm still getting the run around. Come to find out the car had aftermarket performance parts on it and that's why I couldn't purchase it originally. Well those parts and the performance tune caused engine damage which results in needing a new engine. Ford won't honor the powertrain warranty because the car had aftermarket spark plugs which were in it when I purchased the car from Ford of Latham. Luckily I purchased an extended warranty which they are going to try to use to replace my engine but it should be on Ford or Ford Of Latham. I'm on the verge of filing a lawsuit and make them held responsible for the Engine. I'm done being taken advantage of here! Thanks for the loaner car which I'm great full for, being I've made two payments on my car since they have had it. Get your stuff together Ford of Latham people spend good money on vehicles and don't want to be inconvenienced or taken advantage of! I need to be a priority I spent allmost 30k on my car and would like to enjoy it at somepoint.

  Business response

  03/20/2023

  **** ****** has brought his vehicle in for internal engine failure, something we would have not known about during our used vehicle inspection. Mr. ****** does have an extended warranty, we submitted a claim that required a physical inspectionfrom an independent adjuster for the warranty company. The claim was ultimately declined due to aftermarket spark plugs.

  We have since ordered a replacement engine for Mr ******'s vehicle and expect to have it completed in the next week or so. We are waiting for the engine to arrive from the manufacturer. We are covering the repair internally at a dealership level. 

  Mr. ****** is certainly not being taken advantage of, we are fully prepared to make the necessary repairs to his vehicle. Unfortunately, there are certain steps we have to take to determine cause of failure, who is paying, and how best to proceed.

  Further, Mr. ****** is getting a new engine from Ford vs. a used engine. We have all the parts needed with the exception of the Short Block, we expect that on or about Wednesday 22 March 2023. 

  I have attached the parts order sheet from our parts department to reflect the parts we ordered.  

  Please notify me should you need further information regarding Mr. ****** or his Ford Focus.  

  Regards, 

  Thomas M*******

  Service Manager

  Ford of Latham

  637 Columbia St

  Latham NY 12110

   

  Customer response

  03/24/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I havent heard anything from them for over a week. The communication is ridiculous. I understand they are making strides towards correcting the issue. however I'm not comfortable saying we are reaching a resolution to the matter when I'm not seeing anything being done. My car sits in the same spot next to a garbage can which has caused a blemish in my drivers rear door which again was brought to there attention and still hasn't been addressed. Move the car or the can is what I asked and no call back and car still sits same spot. Bbb gave me 5 days to respond or they assume it's been resolved. I was hoping I would be able to say it was but as of 3/24/23 there's no call back at all and the car is still sitting untouched.
  Regards,
  
  **** ******
  

  Business response

  03/27/2023

  Good morning, 

  As I stated in my previous response, the short block (Engine Block) was due to arrive on or about 3/22, we received it and are in the process of assembling it for installation into Mr. ******s vehicle. This is a time-consuming repair that will require some additional patience. This is not a repair we can rush or speed through.  

  As for the blemish in the door, I have spoken to everyone in the service department, and no one has any knowledge of this concern.  While his vehicle is parked near a cardboard only container, that container has not moved from its location in many months. 

  I will be happy to assist with this concern, and would have already had I known about it. 

   Regards, 

  Thomas M*******

  Service Manager

  Ford of Latham

   

• Initial Complaint

  03/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In December, I went to Latham Ford to buy out my car's lease. The car's price was $16,000. My father wrote a check, and gave it to the finance guy, Rob, as a down payment for the car, so that I would only be taking a loan for $10,000. My father is older and although I'm a teacher, I looked as carefully as I could through the contract and it looked ok, but apparently not carefully enough. A month later, I was checking my ****** ***** account, and saw that I had taken a loan out for $16,000. I figured that couldn't be correct. My fiance had me take out my paperwork and we looked through it only to discover the finance guy had taken the $6,000 that my dad gave him as a down payment (that was stated multiple times) and put it into the loan to purchase a $6,000 car warranty. I have since discovered that the price of that warranty is outrageous and he basically took the down payment and added it into my car loan. I have called multiple times asking for the finance manager, Josh, and yesterday, I emailed one of the GMs of Lithia. I know that they have to refund the warranty, but am still stuck with this higher car payment. Please help me with a resolution to this issue. I'm afraid if I go in there to talk about it, they are going to do something that I won't understand and possibly not issue the refund.

  Business response

  03/20/2023

  Hello, A full refund of the warranty is being refunded to the bank. Customer asked for the money to be returned to her. This is impossible. When the warranty is cancelled the refund goes directly to the bank unless the customer paid cash for the entire vehicle. Apologies for any confusion. Thank you,John C***

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 3 weeks ago, my fiancé (*****) and I purchased one vehicle each from Lithia Latham Ford in Latham, NY. He has owned the vehicle for 3 weeks. The vehicle has been in the shop 3 times and been out of his possession for an entire week (overall). The vehicle was sold with bad spark plugs, a filthy air filter, a filthy cabin filter, a dirty fuel system (needs a fuel injection), a shoddy tire, and a bad belt. These items would have been found had the service department looked at the vehicle prior to purchase. These issues would have been identified had the service center would have actually looked at the vehicle during the service calls. They initially refused to pay any of it. I was on the phone back and forth constantly about this. They then covered the inspection fee, the spark plugs, the tire, and the fuel injection. The vehicle has a 30/60 day warranty, and ***** paid extra for the Gold Maintenance Package. The belt is squeaking very loudly and is unsafe to drive. The service center is trying to make ***** wait until next Tuesday with this shoddy belt. They also refuse to get him into a different vehicle. This shop is incredibly rude, and they are not properly inspecting vehicles prior to sale. Any assistance in this matter would be greatly appreciated.

  Business response

  10/28/2022

  I (Service Manager) spoke with our client ***** directly regarding his belt noise, and personally suggested he bring the vehicle in the next day.  Further he requested I switch him into a different vehicle, I explained that is not something addressed from the service department, he would need to speak with sales for this request. When ******* brought the vehicle in, he explained the Jeep was not making any noise when he drove it in. We inspected the vehicle, performed a test drive and could not reproduce the concern. A visual inspection of the belts and pullies revealed all are in working condition and operating as designed, no repair was necessary. The first diagnoses was for a check engine light, we found a faulty purge valve and replaced it at no charge to client. The second visit was from another dealer for recommendation of maintenance items. We again made the recommended repairs at no charge to the client. This visit was a "Could Not Duplicate Concern" I along with my Service Advisor Matthew have been involved with the issues from the start, I personally felt our relationship between client and dealer was sound. At this time all requests and required repairs are complete and no further action is needed.  Sincerely,Thomas M******* Service Manager Ford of Latham 

*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. ↩