ComplaintsforDutro Ford Lincoln Inc

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my vehicle August 5th for oil change due to local company will no longer perform routine oil changes on the 2023 Nissan rogues. After 2.5 hours of waiting I had 2 gentleman come out and inform me that the piece (plug) in the oil pan has broke and it is on national backorder and not sure when the piece will be available. I was in shock when this happened so I stated well I guess I need to find a way home (50 minutes away). I didnt even think about a loaner or asking for another vehicle to drive because I was now worried about getting home. I was informed that sales were in til 7 so I had a few hours to figure it out. There was zero concern for me. After finding a ride and leaving the realization kicked in that I dont know when getting car back and I have to drive to and from work. So I called later that evening and left message asking about a loaner car. The next day I waited for a return phone call and in the afternoon I call back (no one returned my first call) and talked to someone and asked about a loaner and was told I would get a call back. So the next day (again no call back) I called and left message and asked about a car. Still never received any call backs so we made a claim with Nissan. It is now day 21 without a car or a call from the dealership. Today at 11:30 I called because we were told by Nissan the part would arrive on the 24th of August. It did not arrive and after a lengthy wait I talked to someone who informed me that piece did not show up so I again asked about a loaner and was told that they thought one was back but someone else would have to call me back. I dont look to get that phone call. I will never go back to this dealership. I let them know that they have not contacted me this entire time of having my vehicle. They are mad I made a claim with Nissan.

  

  Business response

  08/26/2024

  The customer took the vehicle to a local oil change facility which damaged the oil pan on their vehicle. The customer brought the vehicle to the dealership and we ordered the parts which happens to be on a national back order.  We are not obligated to fix the vehicle due to the other company's mistakes but have agreed to fix the vehicle under good will warranty.  There are no loaner vehicles available at this time, the service mgr has not received any calls from the customer but we do apologize if one of our employees did not return her call.

  Customer response

  08/29/2024

  I was ok with response I received yesterday please close

  

  Business response

  08/29/2024

  We still have the original oil pan showing that it was over torqued when we received the vehicle, we are doing this all free of charge under good will warranty as previously stated, the bolt is scheduled to arrive tomorrow and we will have the vehicle completed ASAP. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was in a little water about an 8of an inch. It was taken to Druto ford in **********.they said it would be there for 2 weeks.That turned into 3 months. Got it back last Tuesday,no interior lights. Went back today and they said if it was from the water they would fix it. If the light worked before they worked on it .I said they did and ***** the body shop manager said he didn't know that, I said they did and he said he didn't know that.To me that was calling me a liar. Told me if it was not from from the water then I would have to pay for the repairs. They took all of the wiring from under the dashboard out. Now they say they are not making any money from this I am just feed up with the run around that I am getting.

  

  Business response

  06/17/2024

   ********

  Per our Body Shop Manager, her vehicle sat here because of a backorder on parts from the manufacturer and it wasn't drivable.  She was communicated this on multiple occasions, and I personally spoke with her on a daily basis during the time of her repairs informing her on a daily progress. The vehicle parts came in and service replaced the floor wiring, seat belts and sensors as needed from water.  The body tech replaced the carpet insulators and the carpet and reinstalled the interior. Neither tech was in the headliner area for repairs.  She called back stating dome lights or other courtesy lights were not working in the top area of her vehicle.  I asked her to check the switch to be sure they were on, so she didn't drive up here for no reason.  The switch was on.  I advised her she could stop at her convenience, and we would check some areas that were in the vicinity of our repairs.  The fuse box under the dash was checked and even the one under the hood we didn't work in was checked. The fuses were good.  The left pillar trim was removed, and the connector was verified to be secure.  Further diagnosis was going to be timely, and she was in our waiting area.  She also showed me where a fender liner clip was missing.  I advised here we didn't work in that area but provided and installed a retainer at no charge to her as something had impacted that lower bumper/mudguard area. I walked her out to the parking lot and showed her the areas that were checked and advised that the headliner wasn't worked on by us, but we would look into it and would need more time to do so.  I worked with her on her timeline and scheduled the appt for 7-8-24 in the am.  After speaking with one of the advisors of the situation we thought it best to go to the local dealer and made the appointment for the same time.  She was advised that this may or may not be related and I had no way of knowing until we had it diagnosed.  She stated the lights did work and I did advise her I couldn't speak to that since I didn't know, and the determination of the issue would be up to the tech as to relevancy to her claim.  The appointment is still set but we are unsure if she will keep it after the voice mail she left *****.    

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So we have a 2015 Ford Escape it only has 81,000.So we have had our escape to Dutros several times concerning a issue we was having with our vehicle.The issue was when we would go down a incline so down a hill it would idle real high,No engine light ever came on that indicates there was a problem with the transmission. So the end of April of 2022,we was driving it and all of a sudden it guit moving so had it towed to Dutros. So they did a diagnosis then we where called and said the transmission was out and the cost was$5000.So I had reached out to Ford Motor Co right away bc was trying to get financial assistance bc my husband is disabled and don't have the money to fix it.And the service manager **** at Dutros was no help bc he didn't fill out the paperwork for us when I called him,concerning the issue with getting help.I feel like they didn't care.We have been Ford owners for 37 plus yrs. We have never had any of there's issues and needed help it's very sad that you can't get anyone to do there job.Very disappointed in the service will never be back there,we have to have our escape towed back to our house.

  

  Business response

  03/02/2023

  The vehicle was brought to us on 5-2-22.  Customer stated transmission was slipping. we priced out a new transmission but customer declined and took the vehicle. Customer returned on 11-8-22 with transmission issues and now the vehicle won't move. We called Ford and they declined any assistance. In order to open a case, the customer needs to call Ford. The vehicle is still on our lot and needs to be picked up or we will begin charging $35 per day for storage.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/16/2022 The key fob had the key missing from the slot and they wouldn’t fess up to what happened then I noticed it was dropped

  

  Business response

  12/19/2022

  The dealership paid for and replaced the key the same day. We offered to pick the key up for her but she stated the she would be driving that way and would pick it up herself.  We met with the General Mgr and the Body Shop Mgr about leaving keys and repair orders on the counter and will not do so in the future, that area typically does not see customers but due to the hail repair we experienced, there have been some customers in and out of there so we appreciate her bringing this to our attention.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased this truck and with it a warranty. On Jan 6, 2022 while traveling we broke down and the warranty covered a tow to their service department. We have called and called leaving messages to find out about the status of our truck and no return calls except one where the service department manager told us that the engine was blown. We knew it wasn’t and I told him this to which he replied that he must’ve mixed up which truck we had and he would call us back. That one week ago. We are at this point paying close to 1,000 per month for this truck to sit untouched in their parking lot. We know untouched because we have drove by several times and see it in the same spot and covered in snow. We have pictures dated today that show the snow on the truck and covering the ground showing the truck has not been moved. I would like to have this fixed and back to us as we need vehicle.

  

  Business response

  02/01/2022

  customer purchased this vehicle on 3-29-21 AS-IS with 127k miles, he did purchase an powertrain extended service contract that would cover an engine up to $5000. the vehicle now has over 140k miles.  we had already previously replaced the transmission for this customer at our expense. later the customer broke down out of state and he was towed back here. Service mgr called customer on 1-31-22 and advised customer that #1 cylinder exhaust valve broke and scarred the cylinder wall and cylinder head, advised customer engine needs replaced but no stock available thru GM and is under national control with no ETA. Customer asked if he could get a second opinion which we encouraged. Advised used engines are roughly $9k and customer stated he did not want to do that. Customer stated he would be in contact with us in a couple days. 

  Customer response

  02/02/2022

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  ****** ****

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