ComplaintsforFord of Port Jeff

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an owner of a 2018 F-150 with a 5.0L V8 Coyote. The vehicle had 30K miles on it and required a motor replacement - not uncommon for these vehicles/motors as there is currently a class action pending against **** for this issue and how they've mishandled it. My vehicle sat at the dealership for ~6 weeks before it was even looked at. Upon diagnosing I was told a motor would be ordered and arrive in a few weeks. A few weeks passed and no one followed up with the status of the parts or vehicle. I stopped in and was informed the parts were back ordered with a scheduled delivery of 11 months. I had contacted **** Motor Company directly and different regional leaders @ **** Motor Company (************************* (Sales) and *********************** (Service) who expedited and magically allocated a motor within 4 weeks. All told, the dealership had my vehicle for 4.5 month. The communication with the dealer was abysmal and was only when convenient for them (when they needed one loaner back while I was on vacation). They were condescending and rude, especially when I needed to pick up MY bed cover from my vehicle to use on the new loaner. Upon completion of my vehicle I noticed there were two parts (Fuel Injector Insulators) that were not reinstalled to my vehicle (**** Part #************ and ************). I reached out to ***********************, my **** Motor Company customer service rep who contacted the dealership. The dealership claims these parts were not on my vehicle. This is untrue as my vehicle was complete with all factory parts prior to the motor repair. Prior to this repair the motor and these parts were not worked on or touched. This dealership and **** Motor Company lack integrity and professionalism and have refused to make this right. These parts are $15 each and visible at the top of the motor. If they didnt install these, what other issues may I face or missing parts may there be from their repair that I cant see? I would like this made right by providing replacement parts.

  Business response

  12/04/2023

  To Whom it may concern

  Our opinion on the chain of events are a little bit different than the way ******************** is representing. The first thing I want to state is that we are a franchise dealership who sells and services **** vehicles, when a car suffers a failure the manufacture supplies the warranty on the vehicle and also sends the replacement parts. Unfortunately as with many other products in the world right now there is a shortage of these 5.0 ************** When ******************** brought this to my attention he was infact told the replacement motor would take 11 months! Like him I thought this was unacceptable and immediately jumped into action with the manufacturer. **** Motor ******* had an agent assigned to the case by the name of ***********************, through many efforts with ****** we were able to supply an engine within 4 months. In my opinion shortening the wait period was a success not a failure. ******************** has questioned my personal integrity and the dealerships integrity on multiple outlets, even in his complaint I am not sure how we defrauded him, or was dishonest with him in any way shape or form. He had a part fail that was on National back order, and we were able to outperform expectations by 6 months. I also want to make it clear that ******************** is the owner of a 2018 **** F150 and the entire time his vehicle was out of service he was provided with a brand new 2023 **** F150 to drive by Ford of Port Jeff. On 9/25 when the vehicle was ready for pick up ******************** refused to take the car until we proved to him that a usb charger was functioning correctly which it was, that evening he then reached out to *********************** claiming we did not put the engine cover back on his car. We sent ****** pictures from 3 different new trucks with the identical engine and verified that this model does not come with an engine cover. Now months later through this BBB complaint this is the first we are hearing of another missing part, we have had no discussions with him about this part. We cannot verify what went on all this time and based on the false claims with the engine cover we are not willing to do anything further for *********************

   

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The entire time the missing parts have been fuel injection covers. I am not a mechanic or **** parts salesperson so engine cover is the terminology I used initially. Images shared and correspondence with *********************** is what helped me to understand their actual nomenclature to be fuel injection covers. I have provided images to ************************** and ****** of **** CX team and again here in this complaint. This dealership claims success but forced me to represent myself and contact ************************* and *********************** along with other **** Customer Experience representatives to expedite parts and repair for my vehicle. This dealership lacks integrity and professionalism - for example being told by the owner that he didnt feel they needed to do more as he did not profit from the sale of my vehicle (because it was sold to me when the dealership was *********). Or disrupting my family vacation to switch loaner cars. The ultimate disappointment was they returned our vehicle without the factory parts it was dropped off with. I attempted to resolve this with ****** and through the dealership. If not for my persistence and diligence the replacement parts and motor would have remained unresolved for 11+ months. I have provided my experience and honest review on multiple outlets so other consumers do not suffer the same poor service from **** or this dealership as I have. Simply, I have sought for the Fuel Injection covers which were not reinstalled to be replaced. They didnt just go missing on their own and ******************************* is the only place my vehicle has undergone any repair that would have necessitated their removal.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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