ComplaintsforNick Mayer Ford

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my vehicle off at Nick ***** Ford dealership about a leaking of antifreeze coolant. Spoke with an advisor and explained that I have an extended warranty through car shield. Dealership accepted car shield warranty and will reach out to me about when vehicle would be ready. Service advisor from Nick ***** called and stated that cost of repairs would be around 2,000 dollars and advisor reached out to car shield and would only pay around 1,000 dollars. I wasn't satisfied and told ford advisor that I would call car shield and ask why I would have an out-of-pocket expense of 971.66. If I only have to pay the deductible of 150.00. Speaking to rep from car shield told me that according to the notes that she is reading that I only have to pay the deductible of 150.00. and to make sure, I hung up the phone from car shield and called again to speak to a rep and that rep stated the same thing. Nick ***** Ford called, filed a claim and customer(me) supposed to pay 150.00 deductible. I called Nick ***** and spoke with ford advisor, and I told advisor that I was supposed to pay 150.00 deductible for repairs. Nick ***** advisor stated that car shield was only going to pay so much money that it would leave me with a balance, but I spoke with 2 different reps from car shield and both times that company will pay the cost. Advisor from Nick ***** slipped up and stated that Nick ***** usually don't deal with car shield because of pretty much low balling from car shield. I called NTB about fixing car (radiator) with labor and cost was around 1,000 half the cost from what Nick ***** is charging. NTB will fix my car but of course, Nick ***** still want money, so I had to pay 213.79 for diagnostic which I wouldn't had to pay if car was fixed and so overpriced. Nick ***** is robbing innocent people from their hard-earned money and should not be in business... SHAME ON YOU NICK *****!!!!!!

  Business response

  07/26/2024

  ***** - we are very sorry the communication was not clear at the time of your vehicle being dropped off. Car Shield, along with other third-party warranties, often only cover aftermarket/used parts, instead of OEM parts. As a dealership, we use Ford parts from the Factory for quality purposes and it provides a parts warranty to the customer. We also use Ford labor guides. The difference in the price from Car Shield's approval to our quote is never intended to overcharge you, we only want to communicate the difference in cost with Factory parts and the Ford Labor Guide. Again, we apologize this was not explained in more detail when discussing the recommendations and we are actively working to train our staff on being more transparent in their communication.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took a 2015 Ford Escape to this dealer for a transmission issue to find out it was bad. Waited 10 months for car to be fixed as parts were on back ordered but than was fixed with non ford parts. We picked up the car with an amount owed of $2600.00 which we had it put on our in house credit line and took delivery of the car. After 32 days the transmission went again so we took it in for warranty repair. After three months it was repaired under warranty with no money owed. We went to pick up car and they would not release the car saying we owed for the repairs from last service which was put on our account and no money is owed for this repair but they wont release the car saying money is owed and no money is owed on the credit account not the car any longer so its a collections issue to collect not holding the car which is over the 75 day ohio law to put a lein on car

  Business response

  02/06/2024

  The original repair was finished in October and put on an account for AK Management. The account was never paid. 34 days after repairs were completed it came back for a warranty part replacement of a part that was replaced but never paid for. We have decided to hold the vehicle for non-payment. Bottom line is this guy owes us money. The original repair was around $6,000. When I arrived here the vehicle had been on site waiting for a decision to be made on repairs since February 2023. I spoke to **** and offered to repair the vehicle for approximately $2600 and get him his vehicle back. It was repaired and returned to him and the $2600 was put on an account under the name AK Management. It was at ****** request that we do this. So that is where this all stands. We were instructed by ******* ********* ******* *********** Attorneys that we are allowed to keep the vehicle until payment is received. 
  
  Jeromy *******
  Service Director here...

  Business response

  02/09/2024

  Company submitted additional information by email:

  Hello – per my conversation with a BBB rep yesterday on 2/8, she advised that we are still able to add comments to our claim. If you could please add the additional information and documentation to the case that was omitted at the time of the initial response:

   

  • Mr. ******* ****** dropped off the 2015 Ford Escape (titled under ** ********** on January 16, 2023, requesting the vehicle to be put on the charge account for ** **********. (attaching note stating “please put on account” for ** ********** and to call ****)
  • The 2015 Ford Escape is officially titled under ** Auto World (title attached), which is the same address of ** Management’s charge account information. ** ********** is a charge account that has been used in the past at **** ***** Ford Lincoln and was in good standing.
  • The 2015 Ford Escape was found to have a faulty transmission. The repair was quoted on January 16, 2023 and Mr. ****** was notified. Mr. ****** did not approve the repairs until September 25, 2023 when our Service Director, Jeromy *******, called him directly to try and assist him in making a decision.
  • As a notion of good faith, Jeromy ******* took the quoted bill of approximately $7,000 and reduced it to approximately $2,640 ($4,360 savings). A note was written on Repair Order 451543 with date and time stamp of when Jeromy ******* spoke to Mr. ****** and this amount was approved. (note states “OK by **** 9/25/2023 @1:04pm”).
  • During the time from January 16, 2023 when the quote was provided to September 25, 2023 when Mr. ****** approved the work, **** ***** Ford Lincoln did not require storage fees of $25/day, which is a fee notated on all repair orders if an estimate is not approved within 3 days. (249 days x $25/day = $6,225 in fees not charged)
  • On October 5, 2023 the 2015 Ford Escape was completed and Mr. **** ****** came to pick up the vehicle that he charged to the account for ** Management. However, ** ********** never paid for the repairs.
  • 34 days after Mr. ****** picked up the 2015 Ford Escape, he returned for a warranty repair on the vehicle. Mr. ****** was notified the previous repair was not paid for by ** ********** and he was notified that he would have to pay for the bill prior to taking the 2015 Ford Escape.
  • Mr. ****** refused to pay and mentioned to Jeromy ******* that he already paid the owner of ** Management, Dan ******, and it is Dan ******** responsibility to provide payment. (which ultimately is not our problem)
  • As of February 9, 2024, **** ***** Ford Lincoln has still not been paid for the repairs. The money is still owed to us, whether Mr. ****** had a deal worked out with Dan ****** or not. The vehicle will be released once the agreed to payment has been completed.

   

   

  Thanks so much for your help. Please reach out if you have any further questions,

   

  ___________________________________

   

  Emily *******

  Executive Assistant to the CEO

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took car in on Aug 2 2023 to get my key pad fixed. Covering my key pad is chrome.They told me that I would have to purchase a whole new chrome package, because they wouldn't be able to use the original chrome so I did that. Four days after picking up my car the chrome was coming apart. I called them several days straight, they could not be reached nor did they bother returning my calls after several messages I decided to go to dealership finally getting an appointment for 9/6/2023. Don't know what they did but I still have the same problem chrome not flush and coming loose. I told them before I left with the car what was going on Sean stated that he would call me on the 7th well I haven't heard from Sean and I've been calling the 7th and the 8th getting the run around. Lady answered and said a Mgr will call me no mgr called. Called today the 8th was told she would remind the mgr, no call. Called again got another lady she said mgr on the phone and he will call you as soon as he gets off the phone that was at 3:30pm its 7:06 pm still no call about my auto. They don't want to talk because they have to replace the chrome at their cost bad buisness

  Business response

  09/11/2023

  To whom it may concern,

  I will happily address this concern with you.  I will reach out to the customer in order to set up a day and time for the customer to come in to evaluate the aftermarket chrome that was installed, and if we need to have the piece replaced due to an issue that the dealership caused then we will do so.  I will be in contact with the customer today. 

   

  Matt S******* 

  General Manager 

  Nick Mayer Ford Lincoln

   

  Customer response

  09/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20577368, and find that this resolution is satisfactory to me. 

  Yes Nick Mayer finally did the job they were suppose to do in the beginning. I should not have had to contact the BBB for this but Thank you BBB because they never would have did the right thing. 

  
  

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

  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Appointment for service was 08/11/2023. Myself and extended warranty provider (Carshield) tried reaching out to service rep Nick never answered his phone. I had reached out to Carshield and they explained to me that adjuster had tried to reach out to rep and no answer. I personally walked in service office on 09/01/23 to make service rep Nick to call adjuster. Nick explained that car will be in for service the following day. I haven't heard anything as of 09/05/23 so I decided to go to service area and one of the service rep stated that Nick no longer works there and also learned that part is back ordered and no one can tell me when part will arrive to their shop. Nick Mayer Lincoln is the worst that I ever dealt with. I have no transportation and communication there is not great. Apparently, someone there had dropped the ball, and I am very upset on how I was treated. Nick had me felt that I was bothering him every time that I walked in, and I also felt that he said anything to get me out. After my car is fixed, I will never take my car there for service. It was convenient because dealership is close to my job.

  Business response

  09/06/2023

  To whom it may concern,

  I spoke to Mr. ***** today and updated him on the status of his part, which is on national backorder.  We are working with car-shield his warranty company in order to see if we can get an entire valve body which is readily available.  I make him aware of loaner option which may be available to him if Car-shield will cover it through a third party.  Our employee that was working with Mr. ***** was terminated several days ago for lack of follow up with customers. We are working through some personnel changes currently and have made him aware of the changes and who he will be working with directly from this point forward.  We are working to repair the vehicle as soon as possible.  

   

   

  Matt S*******

  General Manager

  Nick Mayer Ford Lincoln

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I firmly believe that Nick Mayer Ford sold me a lemon of a vehicle. Within a month I was experiencing electrical issues with an 2019 Ford Ecosport and the front screen went out that operates, music, back camera, and other features. Called the dealership to inform and they mentioned it would be covered under warranty; which I had to negotiate before my purchase and I would have completely been at a lost. It took almost 4-5 months for the parts to come and during this time frame the exhaust pipe broke and my car sounded like a motorcycle. So now we got two issues less than 3-months of having the car. I was later informed that the warranty lapsed and the dealership shipped the 8-pin parts back to the manufacturer for the screen, but could fix the exhaust. The parts for the exhaust took 2 plus months to receive and at this point my anxiety is at an all time high. I live in Canal Winchester, which is 2hr 30 mins away from the dealership and expected to pay $617+ dollars a month for a horrible vehicle. So they fix the exhaust 2/27/23 and fast forward to 6/18/23 the engine die on the car and I needed to submit oil change receipts to the dealership for the manufacturer to send a new engine. Today 8/9/23 the car has still not been fixed and had Nick Mayer Employees tried to take the loaner vehicle without notice or no communication to update me. There reason was that, they received notice that I released the car to the bank. I agreed to no such thing. I’m two therapy sessions in behind this and experiencing emotional distress and my experience with both Nick Mayer Ford and Avid Acceptance has been horrible. No human or person should ever have to go through this or be sold a lemon car. Lack of professionalism from both parties. They say, the land of the free and how is legal for financial banks and dealerships to treat people like and impact their credit and cause trauma.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 2014 Ford Focus to Nick Mayer Ford in January 2023 for service/transmission malfunction. A TCM replacement was determined & I was placed in a loaner vehicle. 6/14 I was traumatized being pulled over & detained by police & accused of stealing the loaner vehicle. I reached Matthew S******* who filed the police report, he said "clerical error, sorry." 6/15 I emailed Chad M**** & explained what happened & how unacceptable it was. Chad blamed me for not providing a phone number, said my car was ready on 3/3, & that I forced his organization to report the car stolen & almost have myself arrested. 6/15 I responded that I had written documentation proving otherwise & received a call from the VP Greg B****. Greg said they had my phone #, it wasn't my fault, he can't change the past so let's move on. He then raised his voice, using a bullying tone, explained to me how grateful I should be that he let me drive one of their vehicles for free for 6 months. Hazmo returned my vehicle, never provided service documents which I watched him leave with in his hand, & when I questioned him about trash left in my vehicle by this business's employees, he grabbed it & took it with him. 6/16 my car immediately broke down as I was set to leave town & I had to make abrupt expensive travel adjustments, in addition to almost being stuck in an intersection & killed. Monday I spoke with Dan who said it was their responsibility to fix my car properly, & then Mitch who explained I would hear from Chad. I was finally emailed by Matthew who said find a new dealership and don't contact us. The new dealership determined my car was never diagnosed or repaired properly and I now had $3K worth of additional transmission work. Not a single person at Nick Mayer has ever taken responsibility for their mistakes or ever asked me what they could do to make this right, & have now cost me over $4K out-of-pocket because they were rushed, careless, & like to discriminate against & intimidate women.

  Business response

  07/07/2023

  To Whom it may concern,

  Customer brought vehicle in for service and vehicle that needed repaired 2014 Focus with 120,000 plus miles on it was put into a complimentary loaner when she dropped the car off.  The customers vehicle was repaired and finished in March and customer never returned our loaner vehicle to pick up her car.  After an inventory audit we found that the loaner was missing and had to report the vehicle stolen in case of unauthorized use.  The underlying problems of the vehicle outside of our repair which we will not take responsibility for.  We did not charge the customer for the loaner vehicle that she had for 6 months which would have equated to over $5000 in rental charges.  The customer was completely disrespectful to our staff and management team as was asked to not return to our dealership for further service.  We will not work on her vehicle now or in the future in efforts of shielding our staff from her tyrant behavior.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The 2017 GMC terrain I purchased from Nick M**** it has been in the shop several times. It started out a week after I purchase it with you 03/31/22 I sent it to the shop the week after I got it and it was working fine after that and then I turn around 2 weeks later and send it back to the shop. Then a few months later after that I send it back. February of this year and got it bad on my birthday which is March 17th. But before that I sent it to a shop of my own and they could not figure out what was going on with it. So I send it back to Nick M**** so they can send it to ganley of Chevrolet out in Aurora Ohio. And since then the car has been at that shop I have not retrieve the car because it is not running still and they told me it was an electrical problem which is not covered by the warranty that I didn't know I was paying for through my hair did not cover the issue what was going on with the vehicle which again it needs and electric Chrome steering gear. And why would they give me a warranty that I didn't know about that does not cover the part that's wrong with the car. And it was also a trading card not a vehicle from Nick M**** Ford Lincoln. And this is going to cross me $5,000 to fix out of pocket and I think that's ridiculous because I'm paying a car note of $256.70 every two weeks and I should not have to be putting money like that into a vehicle that I need to get back and forth to the doctor into work or school I think it should be replaced or the repair should be covered through them because they knew something was going on with this vehicle before they sold it to me. I think I need to be conversated because I haven't even came to near half of paying the car off and I need this for help is you to go back and forth to the doctor and also trying to work. Due to this I've been having issues with my job and on the verge of losing my time because of this.

  Business response

  06/01/2023

  Matt S******* returned call. The consumer purchased the vehicle 1 year ago with extended warranty. Supplied with loaner for 2+ weeks. The repair was not covered under the warranty. Did not return the loaner when asked to do so so now the business is not in a position to assist. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my 21 ford escape on 5/28/21. Within the first few days I noticed a vibration in the transmission, I deemed it as getting used to a new car but it never changed and I noticed it only happened at around 1500rpm. I bring into my dealer a couple months after purchase and am told that there is no issue and that the cars computer needs to learn how i drive. I bring it in again 1/16/23 for the same issue which would have been ample time to learn how i drive if that was the case and am told that it is the worst issue their tech has seen and that my transmission will need replaced but they need permission. 3 weeks go by and "magically" it is fixed with a firmware update, the issue is not fixed. When looking over my paperwork I see in the inspection that my rear shocks are failing and my dealer didn't not inform me of this, when I called to inquire about it, to this day I have not received a call back. I contacted ford directly to initiate a buyback of my car as it has been a lemon since day one, and i do not trust my dealer and want my money back. They denied it stating that it does not apply because it is past the 1 year threshold, except it was not past the threshold when i originally brought it into the dealer and it seems that I was told there was no issue and fed the story of the cars computer needing to learn how I drive so they would not have to repair/replace it at that time.

  Business response

  03/15/2023

  To whom it may concern,

  Mr ******** purchased his 2021 Escape from our store and has had it serviced with our service team.  When investigating his concerns, we follow the recommended steps from Ford Motor Company in efforts of resolving his issues and staying compliant with the manufacturer.  It is our goal to repair any vehicle according to Ford's recommendations and procedures.  Most often Ford's transmissions are reprogrammed or updated before they are deemed to be replaced.  It is not in our best interest or the customers interest for us not to replace a transmission if it is deemed faulty.  Ford compensates the dealer if the vehicle is under warranty.   If Mr. ******** would like us to further diagnose his concerns, we would be happy to do so.  If he would like to schedule directly with myself, he is welcome to do so.  He can reach me at 440-995-4020.  

   

   

  Matt S******* 

  General Manager 

  Nick Mayer Ford

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Certifed Pre-Owned 2020 Lincoln Corsair Reserve on Friday, Sept 9, 2022, at Nick Mayer Ford from Tim *********. I put 4,000 down and financed the remainder w/ ******** **** ***** ***. Tim told me that The Lincoln-certified pre-owned money-back guarantee covered the vehicle as stated on their website On Saturday, Sept 10, 2022, I returned to pick up my car. I asked about GAP insurance. He said he would check with Olivia *******, Compliance Manager. Upon asking Olivia she said "Why are you asking me about GAP insurance." Tim stated that "She wanted to know," referring to me. I spoke with Olivia, and she said, She said she would send me the papers via email to sign. I asked her if I could sign now because I was already there. She said, "No, I will send them electronically." On Tuesday, I received a voicemail from Tim saying I could get GAP through my insurance company. I called several insurance company none of them offered GAP. Two agents told me it should be offered through the finance company. I called Wednesday and spoke with Tim and Olivia. I was asked to put more money down to get GAP insurance, and I would need to come in to sign documents for GAP insurance. Olivia said she would have to check with the finance company if documents could be signed electronically. The discrepancies in what I was told prior about an electronic signature and adding GAP made me feel misled by the dealership. I requested a refund from Tim and the General Manager, Nick Stringer. I was told I could not get a refund and they would work it out, giving me GAP insurance and I refused. On Saturday, went to Nick Mayers Ford/Lincoln to resolve the issue. Tim processed to lie and say I declined it when he offered it to me. Tim said he couldn't give a refund, "It's Ohio Law." I asked to be shown in the warranty where it states I couldn't and could he honor what was advertised. He said he misspoke and he had no ill intent.I want them to honor the buyback promise.

  Business response

  09/20/2022

  To whom it may concern,

  Ms ********** purchased a certified pre-owned Lincoln from our dealership on September 9th 2022.  At the time of her purchase she was extremely happy with the transaction and the people involved.  She had asked about gap coverage for her vehicle and Olivia ******* our finance manager explained to her at that time that the bank had a maximum amount financed approval which was the best approval for her available to us at that time and that if she wanted gap insurance she could put more money down and we could include it in the loan with additional money down or she would have the option of going through an outside insurance company like her auto insurance company.  The client proceeded with the transaction and signed declining gap insurance on our menu and completed the purchase.  As for the buyback of the vehicle, we do not subscribe to the buy back program for Lincoln CPO vehicles and their program states that the dealer needs to be a participating dealer which we are not.  Our sales staff and management staff are fully aware that we are not a participating dealer in the CPO buyback program.   We have offered to restructure the loan for Ms ********** to include Gap insurance at and or replace a product that she purchased which she refused. 

  We would ask that Ms ********** please remove her new vehicle from the property of Nick Mayer Lincoln Mayfield and accept one of the solutions that we have offered to her or enjoy the vehicle that she purchased with the coverages that she has.  

   

  Matt ******** 

  General Manager 

  Nick Mayer Lincoln Mayfield

   

   

  Customer response

  09/22/2022

  [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:
  
  My emotions at the time of my purchase are irrelevant. My experience with the customer service and employees at Nick Mayer Ford was not only misleading but predatory. The issue is the false advertisement and the miscommunication of the CPO Buy Back Guarantee program on your website and GAP insurance. The matter of the CPO Buy Back program is something I will have to address with corporates. To move forward I would like to come in to remove the maintenance package and add GAP insurance as offered by Nick Mayers.

  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

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vehicle about 30 days ago and been having trouble with it since I purchased the vehicle. Mechanical issues possibly electrical issues. Was scheduled a service appointment but got denied because I wouldn’t pay for it

  Business response

  05/19/2022

  To Whom it may concern,

  Customer came in with concern of check engine light earlier this month.  We drove vehicle to gas station and put gas in the vehicle and tightened gas cap and the check engine light went off.  No other concerns where present at the time.  Customer has put 5000 miles on the vehicle on the vehicle in the one month of ownership and was bought as is from out dealership.  Customer will be responsible for his own repairs.  

  Matt S*******

*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. ↩