ComplaintsforMatthews Ford

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of December. I took my wife's car to the quick lane at Matthew's Ford in broken arrow ok. I talk with Mike ******** the service manager about tires we purchased from them back on 3-22-21. I mentioned that the tread had worn down faster than it should have. Mike explained that around that time there was a problem with there machine that does front end alignments, which I had them perform on my wife's car the same day we purchased the tires. Mike and I talked about being able to purchase new tires to replace the bad ones at a discounted price. On 1-21-23 we had the tires installed on her car. When I went to inspect the work, I found that the technician had deeply scuffed the rims while putting the lug nuts on. I told Mike that this was unacceptable. Mike agreed. He took pictures of the damages on the rims and is going to talk with his service advisor about compensation. The bill was going to be for $395 which is the difference between the old tires and the new ones.

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2023/01/31) */ We have contacted the Mr. *********** and have made arrangements to get his wheels fixed.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are the absolute worse, I cant even put it all into words how bad they have done me but I will try my best to sum it up. I have a whole compile of information I need to get to the proper source. I've already gotten in contact with my lawyer and he told me to get in contact with the car commission. 2020 Ford fusion titanium sold as knew that was a total loss from auction I got the car almost shortly a month after this And the first car they sold me was with the wrong Vin, so I had insurance on a car that was totaled and I was driving around the car with no insurance. Still a fusion just a different year it was a 2017, then, after that, they tried to make it better so to speak and give me a good deal with this other fusion, which turned out to be a near total, if not total totaled vehicle. You can tell by the tags in the picture that they are matching. Please get back to me as soon as possible and let me know the next step please and thank you Here's some pictures on the vehicle I have now that was claimed to have no accidents even through Carfax. That last one is the car they sold me with a total vin and gave me a car with the wrong then, but it was the same make and model, and then they canceled my bank loan underneath my nose. I'm just lucky enough that I caught it. They also never did my warranty on my tire and rim protection, I called ******* and they didn't have any information on my vehicle or who I even was. I am calling Nation auto care to see if they did the same with my Gap, I wouldn't put it past them to forage my signature to do what ever they need to do to what they want. They are now avoiding my calls and never returning my voicemails Brian **** is the GM and he personally was suppose to help me with my 2nd vehicle because of their 1st "mistake" with selling me a car with the complete wrong VIN, then the list goes on and on. Back frame is ruined and the Trunk fills with water. They got it from ****** on a Russian website.. like really

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2022/12/15) */ Mr. **** was sold a 2022 Ford Fusion Titanium with 41,702 mileage on 04/06/2022. We purchased this vehicle from an online auction through ******* Dallas OVE, vehicle was on a lot in Lewisville, Texas on 03/07/2022 and the vehicle arrived to the lot on 03/22/2022. When we received the vehicle we noticed that the paint match was not perfect due to an accident in the rear of vehicle that was repaired. Although paint did not match the vehicle was still in good enough condition to keep and retail on our lot. Vehicle also had a clean green title. Vehicle was not a total loss. Matthews Ford does not sell total loss vehicles to the public. Vehicle had a full inspection with minor reconditioning repairs needed. Inspection report shows that it needed an alignment an air filter a cabin filter an oil change and new wiper blades. Report shows that it had visible previous body work and some minor curb rash on wheel. Report also shows that vehicle had new tires rated at a 10 and new rear brakes rated at a 10. Front brakes were rated at an 8 out of 10. Mr. **** was informed of the previous accident as stated on the CarFax. A day or two after his purchase he contacted me regarding some issues he wanted addressed and the paint work concern. I told him I would take care of all concerns other than re-painting the vehicle or I would be happy to unwind this deal and find another Fusion but the cost will be higher as I was able to get this at a deeply discounted price due to paint. He said he did not want to spend more money and he could live with the paint imperfection as long as we took care of his other concerns which were a door lock cover, another alignment, check transmission as it felt jerky between certain gears. We handled all those concerns on 4/16/2022 other than the cover which was on order and had to be painted once it arrived. He re-took delivery of his car and was very happy and never contacted us back about any other concerns he had till 5/09/2022 for his appointment to get his door lock cover. On this date he stated his rear tire was losing air and asked us to check it out. It was determined there was a hole in tire and we patched it for him.The next time we hear from Mr. **** is on 8/18/22 stating rim is rough and vehicle wobbles while driving, wants and oil change and tire rotation and check for leaking tire. While inspecting vehicle we found that the heat shield under vehicle was damaged and hanging loose and that his wheel was severely bent. It was evident that the vehicle ran over something or hit a curb. On 10/03/2022 we had an open ticket for the wheel concern. He purchased a Tire and Wheel Warranty with the vehicle purchase so we put a claim in with the warranty company to get his bent wheel covered and replaced. On 10/19/2022 the warranty approved his claim to replace his wheel. We have been attempting to reach him since then to schedule an appointment to come in to get his wheel replaced and never called up back to schedule his appointment. Customer was sold a Vehicle Warranty, Wheel and Tire Warranty and Gap Insurance. He signed all corresponding documents and signed an As-Is Buyers Guide. Consumer Response /* (3000, 7, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been trying to reach Mike ****** the manager over the quick Lane. He did call once and leave a voicemail and ever since I have been calling and talking to Bre I have left several voicemails and when they said I had a bent rim that may be true but I know that the frame in the back is completely bent and I found that out through ******* Tires after trying to get the lineman because when I got it service at Ford they told me I just had a bent rim I didn't say anything about the alignment and I've been burning through tires. You can see in the pictures that I sent that the tire is already facing in wards before they even purchased the vehicle, I've already sent all the paperwork to the Oklahoma Car Commission and I will continue to send paperwork until we get a resolution because I don't think the frame can be fixed. Because they did a total loss on my last vehicle that was sold with the **** *** and my bank loan was taken from me under false pretense and then they try to cancel my Gap. So this isn't the first time I am trying to do this the best way possible so if you can fix the frame and replace the rims, we can maybe work out a deal but when I spoke to you about the paint job, you said that there's nothing you can do And you haven't changed your stance on your position. I have probably called 15 times and have been redirected multiple times and then eventually just hung up on. I had one service technician call me back about my trunk that keeps filling up with water and it smells like mold, so obviously there was a full inspection done, and if there was, you would've saw the bed frame because in the picture you can tell that the Tire is already facing inwards. They said that there was minor damage to it well, that is false. I know it is I can see that is false. They had to replace the doors the back in all the sides but one. I would like a resolution, but they haven't offered one, I will call the quick lane again. To get my rims replaced along with tires because the brand new ones I just bought I had to replace about a week ago and they are already burning out as well. They were like slicks and then trying to push the blame off on the customer instead of just taking responsibility if I knew that the frame was completely bent I would've took you up on trading this car in for a the other fusion I was looking at. So we will talk to the car commission and the Better Business Bureau and hopefully we can solve this issue easy. I am at work right now so I will call the quick Lane right after work. Thank you respectfully ****** **** and on the second photo, you can tell where the Tire is already bending inwards Business Response /* (4000, 9, 2022/12/20) */ Thank you! We look forward to assisting you with replacing your rim. Thank you for your patience on this matter. See you soon. Consumer Response /* (4200, 11, 2022/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need more than just a rim replacement sir, if you didn't see the pictures I sent. The back whole frame is bent inwards and to the side, I have tried calling several times and I keep getting sent to a voicemail that is already full. No one wants to help, I have my trunk filling up with water my back tires wearing out in 2 weeks for used and 2 months with brand new, at this point I would like to trade this back for a new Ford Fusion Titanium. I have been having issues with it since the first couple weeks and I have let everyone know my issues then I found out the back frame is completely ruined. You can see that it is in the salvaged pictures I found on that Russian website. Unless the frame and tires and rim can be fixed I need a new vehicle and honestly I am afraid to have your people do any work on it. 1st, they told me it was just a rim when then did my service and then a couple months later the tire blows out on me from a brand new tire. If this would of happened on a major highway I could have been seriously hurt, I need a new vehicle period. I wish someone would work with me on this instead of just avoiding blame here. I have tried calling over 20 times now, same thing keeps happening ever since I texted you it's been like you have no care absolutely about customer service. I will just have to come up there to speak with you in person because no one will talk to me except one person in service and he offered no loaner vehicle while mine gets checked an serviced. So how could I get my self to work to pay for this vehicle without going to work so I have just been replacing the back two tires every month since then and it has been a nightmare. I have been having to fill back right tire up everyday 3x daily just to get to work and back and I just got these tires two weeks ago. I already told you that Hibddon Tires Told me my back frame is so bent that it can not be aligned and that is what is causing my tires to be burned up so quickly the last pair I got was 250 a tire with a 50,000 mile warranty and they got burned up in a matter of two months, I have had this car since April and have already gone through 6 tire repairs on the back end. I do not believe that back frame can be repaired, I will come up there tomorrow and talk to you in person and show you in person the issues. Please try to work with me on getting this taken care of because I cannot keep paying for tires every 2 to 4 weeks like this and I cannot afford for the frame to be fixed. I have done everything I can do and I have not done anything to the car to cause such damage the rims were already scratched beyond belief after I noticed the off color of the paint and I have been trying to get help ever since then I was forced to goto Hibbdon because I had a blow out on the back right tire on my way home from work. It is getting worse out and I can not keep replacing tires just to make it to work and back, also if you want to service my car without offering a loaner like you did when you revoked my loan / Warranty / Gap / everything with the car you first sold me. is just a little bit unnerving and honestly I am afraid to deal with you, I just want honest help instead of everything I have been forced to deal with. I am just blown away, I want to return this vehicle as soon as possible and be placed in a car that is reliable, that's all I am asking for. Is that to much to ask for? am I being unreasonable? Please help with this situation because it is very serious, it is potently my life at stake here if I have a blow out on the highway at 75mph which I drive on everyday on my way to work and back. Can you please help? or what is going on here?

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my F-150 in for it's 50,000 mile service. Received truck back damaged in several places. Dealer has refused to repair the damage. They promised to setup a time to do the repairs and I never received a call. It's been 2 months since the damage was done. I think they are hoping I will just give up. They damaged it and they should be responsible for fixing it. Simple enough. I'm not asking for the moon, just want my truck back to the condition it was in when I dropped it off to them that morning.

  

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/08/24) */ I am so sorry that we haven't been able to get a hold of you. Our manager that is over that department just got back from being sick. He will call you to make sure you get taken care of ASAP.

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