ComplaintsforCronin Ford North, LLC

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a ****** ****** 15 months ago and have been given the run around on its production date. They have had poor commination over the issue. They closed my case file with Ford with know resolution. I asked for my money back and still haven't received a refund.

  Business response

  09/19/2024

  We at Cronin Ford North understand *** ******** frustration.  We unfortunately are at the mercy of Ford Motor Company to provide us with the allocation to fulfill customer's custom orders.  *** ******** refund of $100 has been mailed to his home address on 9/12/2024.  He should be receiving it soon.  

  Customer response

  09/25/2024

  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, reasons for rejection are included below.

   

  I reject this based on the fact I still have not received any money back. They continue to lie. I was told on the 10th that it had been sent and would take 5 days. I have copy’s of the emails.
  
  
  Regards,
  
  ******** ******
  

  Business response

  09/25/2024

  I checked with the Business Office; confirmed that check was mailed on the 12th but when confirming the address discovered the zip code was incorrect.  I called and spoke to *** ****** today.  Informed him that we would be overnighting his refund and I confirmed the correct address.  

  Customer response

  09/27/2024

  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.  I did receive the refund. I still find them less than honest. No communication skills at all.  Only took action once I started a case with BBB
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/6/24 My husband, *****, took our **** **** ***** in for TCM warranty work. Dealership said it was a clutch actuator. After fixing that, said it was the clutch. Paid all that money to fix it. Got the car back and less than 24 hours later, the same issue. Paid to have it towed back to Cronin Ford North for them to say it was the actuator and were gonna charge more than the first actuator. We decided to take it somewhere else where they scanned it and the code for TCM showed. They fixed the problem and replaced the other actuator which was caused by the faulty TCM. We have reached out to Ceonin Ford multiple times with no answer or call back. We called Ford customer service 3 times and they left messages for the service manager to call us back also. I was told to file a complaint with BBB.

  Business response

  07/26/2024

  After TJ M*****, Service Manager, spoke with the customer, it was determined that we did not communicate properly why we were charging them for the second actuator. TJ explained the reason and how we diagnosed the issue and the customer agreed to a total refund of $475.30 for the combined repair and tow bill to have the vehicle moved to another shop. Based on this we consider this case resolved. Customer stated they will be adjusting their survey response as well.

  Customer response

  07/26/2024

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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is so much I need to go into detail about. I will give you a very, very short recap. This dealership sold me a **** ******** ******** that has had issues since we purchased it. It’s been in and out of their shop 6-7 times with NO outcome. I’m told it’s a normal issue with the maker of the vehicle. It is having a transmission or engine issue. It is knocking and the dealership is refusing to fix it. It also failed the certified pre-owned inspection. They told us they couldn’t get us approved for anything else when we tried getting out of it. If someone wants to give me a call I can go more into detail. It’s just a lot to type out. I want them to pay off our negative equity and give us a check for a down payment for a new vehicle at a different lot. OR to fix the vehicle. As in a new engine or transmission. The vehicle isn’t safe.

  Business response

  02/09/2024

  
  
  
  
  February 9, 2024
  
  
  
  Case# ********
  
  
  Customer Statement: It also failed the certified pre-owned inspection
  1. The vehicle was pre-sold. When the vehicle arrived at the dealership, it was rushed
  through inspection with an oil change, air filter and wiper blades replacement.
  When brought to our attention after the sale, we corrected the oversight by
  replacing 4 tires, repairing windshield, machined front rotors, alignment, fixed hood
  dent at a cost of $2500. Additionally, we refunded the customer $650 which was
  the dealership’s cost of CPO Fee.
  
  Customer Statement: It’s been in and out of shop 6-7 times with NO outcome
  1. At no charge to the Customer, we have replaced the backup camera, replaced the
  center console, replaced the battery, and resolved a front wheel knocking noise
  concern. CFN Goodwill $1700
  
  Customer Statement: It is having a transmission or engine issue. It is knocking and the
  dealership is refusing to fix it.
  1. The vehicle has been in three times for an engine/transmission rough idle. Twice
  the Service Technician was not able to duplicate the concern. On the third visit, a
  tune up was performed. CFN Goodwill $700
  
  Customer Statement: They couldn’t get us approved for anything else when we tried
  getting out of it.
  1. The Customer’s credit situation had changed. We were not able to obtain approval
  from a lender with whom we do business under the circumstances. At the time of
  the ******** purchase in March 2023, the Customer rolled $7800 of negative equity
  into the loan.
  
  Since the purchase of the ******** in March 2023, Cronin Ford North has spent nearly
  $3000 in goodwill. We would gladly coordinate a service appointment with our ********
  store to address additional mechanical concerns; however, Customer’s purchased
  Extended Service Contract coverage would come into play. The Customer also has the
  choice to use their Extended coverage at any ******** store of their choosing.
  
  

  Customer response

  02/12/2024

  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, reasons for rejection are included below.
  

  I do not agree with the response for these reasons… I feel the car a lot should have had to pay the $3000 to fix the vehicle considering it failed inspection and should have had those things fixed before we purchased the van. I have had the van in there for the transmission issue multiple times and I am told there’s nothing wrong with the car. The van is knocking and the transmission is slipping so hard it shakes the entire vehicle. I would either like the $7800 in negative equity to take to a different lot for a down payment. Or we want the transmission or engine whatever the problem is replaced. Nothing is going to come out of me bringing the van back as we already know I’m not taken seriously. Every time I mention the transmission slipping, they tell me they don’t feel it. 
  Regards,

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

  Business response

  02/20/2024

  The vehicle in question did not fail inspection.  The CPO inspection was not performed at the time of sale.  This was rectified by refunding the customer $650 for the CPO fee and by replacing all 4 tires, repairing the windshield, machining front rotors, performing an alignment and repairing a dent in hood, all items that would have been done prior to sale through the proper reconditioning process, but done afterwards to rectify the wrong.  The vehicle has been to our Ford shop and ******** shop for transmission/engine concerns three times; two not able to duplicate and one where we performed a tune up; at no cost to the customer.  We recommend that the Customer set a service appointment at a ******** store of their choosing and use the Premier Limited Warranty they purchased at the time of sale.  Or we will gladly make an appointment for Customer at our ******** store.  

  Customer response

  02/20/2024

  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, reasons for rejection are included below.
  
  

  We would like to be provided with the warranty info. We should not have to pay out of pocket for a vehicle that was never properly looked over. You can set up an appt but they aren’t going to do anything about. The last time I brought the vehicle in they told us it’s a normal issue with *********. It’s not normal for the vehicle. The transmission or engine one knocking and thumping and shaking the vehicle when it does. It is not normal  

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They did a hard inquiry on my credit without my consent.

  Business response

  07/31/2023

  Customer filled out online request.  IP address attached.

  Customer response

  08/04/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service appointment for the 2008 Expedition was 1/27/23. The R/O Number is ********1 at the Middletown Ford location. The check engine light came on about two weeks earlier. The vehicle several times would not shift out of park. I had to shut off the motor each time several times to put the transmission into drive. I took the vehicle to our local Auto Repair location to replace two rear light bulbs. I asked them also to check why the check engine light was on. Nine codes P1260-Anti-Theft, B1317, B1318, UO100, U2013, B1600, B1602, U2472, P0016. I tried to get the service manager at Middletown Ford to make a copy of the paperwork from the local repair location, but I do believe he made a notation on the computer about the PCM. The staff at the local repair location did further testing of the vehicle's electrical system since some of the codes were related to that system. The electrical system was checked out as operational. Their conclusion was the Engine Control Module or PCM needed to be looked at by the Ford Dealer. The ford tech said, "has timing codes and way out of time, due to the mileage and unknown history of the service with this engine, i recommend a long block" or engine. Did the ford tech check the timing to see if the codes were correct?? We have been driving the car during, before, and after the appointment in Middletown. The car idles and accelerates like it has since she purchased it in 2009. A vehicle that is "way out of time" would have trouble starting, idling, and accelerating. I am not a professional in the PCM system and it's reliable but I believe the ford tech only checked codes and no other testing of the timing of the engine was checked as this is not shown on the bill. I am asking for a full refund. Thank you

  Business response

  02/15/2023

  Mr. edition was looked at and reviewed as you asked.  We did our own diagnostic report and we stand by the results.  You might not like them but they are the professional opinion from a senior tech and we do not feel its in anyone best interest to throw parts at 2008 Expedition hoping got clear dozen of codes.  Your fee was to pay for the time and training our senior techs spent.  Their time is valuable and why we charge.

   

  Thank you

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** **********

  Dealer

  Wow, "and we do not feel its in anyone best interest to throw parts at 2008 Expedition hoping got clear dozen of codes."  Is this the dealer's or Ford's opinion? It would be nice if the service advisors would tell you your car is too old to work on before an appointment is scheduled. I will just continue to drive my 2008 Expedition. 

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

   

*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. ↩