ComplaintsforDamerow Ford Company

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 2nd, 2024 I dropped off my 2020 **** Fusion Hybrid at Damerow ****, to the "Service Advisor" ***********************, for an oil change and a problem with the automatic door handles not working. After dropping it off, I was informed that I also needed a battery replacement, and I was quoted ~$550 for the repairs. When I got back there to pick up the car, they charged me $654.61 with no explanation of why it was ~$100 more, now. I purchased the best extended warranty/service plan that was available when the car was purchased back in March of 2020. It includes things like oil changes and general maintenance. It turns out that the extra ~$100 from this visit was for the oil change, which should have been covered. I did not realize what all the charges were until I got home. I called to clarify, and I got the response that he (***********************) did not realize I had a service plan (even though we discussed it in person). He said he would refund the oil change charges. Today is May 31st and I still have not been refunded. I asked if the other maintenance and charges were covered by my warranty. At that point, **** had very bad attitude and reluctantly said he would look into it. I never heard back about it. The maintenance on the door handles was unsuccessful, so I had to bring it back to get them fixed, which was on Monday, May 13th. I was told it would be ready by Friday May 17th - It still is not ready, 18 days after dropping it off. I have tried many times to contact *********************** to get updates, and he has been slow to respond, and has had a negative attitude. He has not once contacted me with an update, despite delays, and I've not gotten so much as a "Sorry about this" from him. *********************** has a very poor attitude, awful customer service and is just unpleasant.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a used car from Damerow in Feb 2023. It turned out to be faulty, and after a year of working on it (I had purchased, at Damerow's suggestion, am extended warranty) they said I would have to take it elsewhere to get the latest issue taken care of. This was early March of 2024. When I complained up the chain, they then said they would "make it right" and to bring in the faulty used car (2014 ***** Cruze) and they would take it back and get me something reliable. My understanding was they would take back faulty car and take care of loan on that car (which I had been paying faithfully for a year). I went in on Sat March 9, and picked out a 2013 Prius, for what I thought was *****. I purchased an extended warranty, for what I thought was 1440 for 3 years, and ************* for $600-800. I signed all the docs and took car home. I'd seen an amount in the all mess of papers of $******0+/-, which I took to be the total I would pay (principle and interest) after the 7 year loan was completed.They contacted me the next day and said the original lien holder has refused the loan, and they then searched for someone that would take it. I returned to Damerow several times to sign additional paperwork, and finally on March 27 Damerow sent a contacted courier to my work for the last signing. They never sent me any of the paperwork from this signing, even after I requested it. Several weeks later I looked more carefully at loan details and discovered that the ****** was principle. Damerow hadn't taken back the original faulty car at remaining loan balance, had given me some crazy "trade-in value, had charged me almost $2700 for my warranty, making the total loan before interest the $******. I have been going around and around with both credit union and Damerow about this for the last 6 weeks, and can't even get Damerow to respond now to take off the extended warranty and gap insurance, so I can afford this car.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Damerow **** sold a lemon vehicle to a disabled mother. Damerow **** was aware of the needs of the car and encouraged the mother to get an extra warrenty without explaining why. The mother has had to replace the transmission, the engine & the catalytic converter in less than a year. The car has been in their sister shop more than with the family. The car should have not been on their lot to sale, Damerow **** need to be responsible for their malpractices.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new 2023 **** Escape on 2/18/24. After the paperwork was completed and I was leaving the dealership, it was noted that the basin in the trunk that holds the spare tire was full of standing water. The dealership removed the water and placed towels in the soaked fabric. After 3 weeks, the trunk was still wet and a speaker had blew in that area. I returned the car to the dealership on March 20th as it was was covered under warranty. It has now been 3 weeks with very little communication and no answer for why water is accumulating in my brand new car. They still have my car.

  Customer response

  05/01/2024

  Damerow **** had my car for a total of 30 days. The rattling issue with the speaker was not resolved. The supposed leak was fixed with the sealing around the liftgate. Unfortunately, during the 30 days my car was there, it sat in the sun, wet, which proceeded to mold and have a very musky smell. The detailing they provided only helped the smell for one week. I was forced to find another dealership to fix the speaker issue and use baking soda to help absorb the odor. 

  Customer response

  05/01/2024

  Damerow **** had my car for a total of 30 days. The rattling issue with the speaker was not resolved. The supposed leak was fixed with the sealing around the liftgate. Unfortunately, during the 30 days my car was there, it sat in the sun, wet, which proceeded to mold and have a very musky smell. The detailing they provided only helped the smell for one week. I was forced to find another dealership to fix the speaker issue and use baking soda to help absorb the odor. 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  03/16 - arrive to Damerow **** dealership to purchase a 2024 **** bronco sport outerbanks. We meet with ***************************** where he then suggests that I allow my trade in to be repossessed so that I have more buying power. When I said no, he then wrote my spouses name down and used my salary as the income. He explained it in a way that somehow made sense so we proceeded with the purchase. Three days later they realized that the *** was incorrect on the contract so we had to drive back out (hour long drive) at this point, they tried to change the payment amount to $729 but we caught it and he reluctantly made the correction. 2 weeks later they tell us that they cant finance the Bronco and we now have to return it. We are out $500 for the down payment, the tank of gas that was promised to us for driving out the day we had to re-sign the paperwork and car insurance money for the new car. Apparently what ***** did wasnt correct and the finance ***************** said no bank would ever approve a loan with another persons salary. They ran my credit and my wifes credit several times and ***** wouldnt stop messaging or calling. Keep in mind, they held on to my trade in keys even after us wanting to leave but we couldnt. They kept us there for 5 1/2 hours

  Customer response

  04/01/2024

  I was notified today that ********************** has a fraudulent document stating that my partner filled out an online application stating that she made $5,000 a month. Which she never did. She never filled out an online application and she never gave them her social security number. In my initial submission, I have an email where I told them she wasnt working. He replied stating they can model it in a way to get an approval. Hes the one whos writing is on the application where he wrote down that she was a housewife and used my old salary from my previous employer. He will stop at nothing to get his way, even if it means forging a signature or faking an application. This is the same man who just sent a 72 year of man on his day off to pick up the vehicle. 

  Customer response

  04/01/2024

  This is the initial thread. So if you have an online application dated after the 14th, it wasnt us. We went in that Saturday the 16th and he wrote down all of the information on the application. ***** see a difference in the writing as to what was filled out by us and what he wrote down. He (*****) as I previously mentioned, suggested that I allow my vehicle to be repossessed so that it would free up more buying power in the future. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On December 3, 2023 I was asked to come into Damerow **** to discuss the status of my lease on my 2021 **** F-150 PowerBoost. The lease was ending on or near January 29, 2024 and this was an opportunity to discuss the option of leasing a new 2023 **** F-150 PowerBoost that was supposed to be the exact model as the ************************************ keeping the 2021 model. During the summer of 2023 the salesperson that I worked with on the ****************************************** regards to ordering this vehicle. The salesperson verbally committed to getting me the vehicle I wanted. On the 3rd of December I entered the dealership with the intention of determining the best scenario depending on cost. As expected, the dealership used a variety of pressure tactics and time (4+ hours) to entice me to take the new 2023 model. The dealership showed me the 2023 model, but did not review all specifications in detail. After significant "haggling", I was convinced to take the 2023 model with the "Quote Worksheet". I ended up agreeing to the quote and was informed that I would owe $1900 at time of lease to take this vehicle. I was encouraged to leave my 2021 vehicle that evening. At NO POINT was I told that any other cash was due. Fast forward to January 2024 and I received a statement from **** Credit stating I owe $2,865.04, which includes $460.82 for the prior lease (this is incorrect; ownership transfer occurred on Dec 3rd), $2,180.00 (mileage), $189.66 (tax on excess charges), and $34.56 (late fee). I received a phone call on February 13, 2024 from **** Credit claiming I owe these charges. I vehemently disagree, and claim the dealership was deceitful in their statements in regards to the cash due. Secondly, I learned shortly after taking the vehicle that one critical feature was absent -- Blue Cruise. I was told this can only be fixed by ordering ANOTHER vehicle in the *********************************************************** the vehicle I wanted.

  Business response

  02/15/2024

  The customer ordered a new ***** from us, his second from our store and we had double checked the build with him before submitting the order with a representative from Damerow  **** both approved and signed for the equipment on the new build. During the purchase of the new truck, we had run scenarios on both trading and grounding the existing lease. All parties determined it to be more advantageous to the client to terminate  the existing lease rather than trade it in on the new truck. We discussed the lease termination  fees that would be charged by **** Credit at the time of the purchase and these were far less than the deficiency balance that would need to added onto the new financing should the truck be traded instead of terminated . I believe the real concern here is the absence of the Blue Cruise feature on the new vehicle. The client realized that his order did not have this functionality after driving the truck for  a month after the purchase and then voiced his concerns to us. The truck that was delivered was built exactly as the client requested and further double checked with our staff. We value his business and offered to build a new truck as Blue Cruise cannot be installed after the Truck has been built . Regarding the lease end fees, these are normal and expected per conversation with client during the transaction which the client was aware of.

  Customer response

  02/15/2024

  
  Complaint: 21288577
  
  I am rejecting this response because:

  There are two separate issues with this complaint, not one.

  (1)The "record" that Damerow **** references of the ************************ the attachment "f150 ******", which lists 41 separate line item "features". This document is signed as of August 21, 2023. When looking back now at the 2021 sticker I count 74 separate line item "features". The one-page "order form" obviously does not include all 74 featured line items. It is clear that as the consumer, I took for granted that the dealer was acting in my best interest and was taking into account all of the features that I wanted, which was communicated in advance of this "record". In fact,you can see that in the attached email from August 20, 2023 where I reference the build I created via the online tool. This online tool is the one I was asked to use by the dealership. On page 3 it clearly states "**** BlueCruise 1.0 with Active Park Assist 2.0 and Forward Sensing System". Now, if that is in fact, not "Blue Cruise" technology then there's an entirely different issue then in terms of consumer understanding.Additionally, you see that I wrote that I picked a different color interior.This new interior color was not present when I entered the 2023 vehicle for the first time, and I let that go in a verbal comment to the salesperson as it was not the most important thing. It was a "nice-to-have". In hindsight,I should have questioned further to see what else was incorrect versus what I ordered. It is obviously a false statement that "the truck that was delivered was built exactly as the client requested and further double checked with our staff." 

  (2) The dealership staff -- salesperson, finance person, general manager, and finance processer -- never once mentioned that there would be additional monies owed on trading in the 2021 truck. However, they spent over four hours with me explaining ALL of the other costs associated with leasing the 2023 vehicle, but not once bothering to mention what was remaining to be owed on the 2021 truck. They presented me with many different versions of "Quote Worksheets" so that we could get to a deal. They even presented the fact I owe $1900 at signing, but completely and conveniently left out how much I owed on the 2021 vehicle due to over-mileage charges. They did not even bother finding the amount. I disagree with this statement -- "We discussed the lease termination  fees that would be charged by **** Credit at the time of the purchase and these were far less than the deficiency balance that would need to added onto the new financing should the truck be traded instead of terminated ." At best the dealer was negligent and at worst they were deceitful. There is no red flag to throw and get a replay so it cannot be proven one way or the other because, again, this was conveniently not documented in the transaction paperwork. It is highly likely I would have reserved my decision for another day given that information. And definitely would not have taken the vehicle had I known it did not have BlueCruise.

  In summary, unlike buying a house and signing a mortgage, there is no auditing function in play here that summarizes the total costs to the consumer. There is no notary that is acting on behalf of the customer. The customer is left to fend for themselves and even someone like me, who works in the "money world", can fall prey and be taken advantage of. Dealerships use the same tactics that law enforcement does -- "keep '************* enough and they will crack." As much as Damerow **** claims to be different. They are just like every other auto dealer. If they valued my business, then they would not answer this complaint in this manner. If they valued my business, they would not ignore my email on January 23rd asking for help with why I was receiving a bill from **** Credit. It is true they only have one incentive -- get as many **** vehicles on the road to keep their status as the "#1 Dealer in the **** And in doing so, they run a fine line between whats right and whats wrong.

  At the end of the day, I only needed, and wanted, two things --(1) receive the truck I built online and expected to be in the lot on Dec 3rd,and (2) get the 100% truth on the costs I was incurring. I got neither one of those.
  I have never had anything close to this kind of trouble with any other company before. I may have burned bridges by now, and if so, so be it. But, if Damerow **** values my business then they can make it right by ordering me the truck I wanted and delivering to me with the same, or better, financial arrangement as the current 2023 truck. Additionally,**** Credit should remove the December lease payment and any late fees associated with the delay in receiving payment for the over-mileage fees.

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

  Business response

  02/21/2024

  Unless we have something in writing that states we are covering any excess wear and tear or excessive miles the consumer put on while driving his truck , then the consumer like anyone that Leases a car/truck is responsible for their own charges . No dealer or leasing bank covers excessive charges which are clearly stated on a lease contract unless its part of the agreement between dealer and consumer during the purchase/lease of the new vehicle  and it is in writing signed by both parties .

  Customer response

  02/24/2024

   
  Complaint: 21288577
  
  I am rejecting this response because: Dealership has yet to take responsibility and correction for incorrect truck ordered.
  
  Sincerely,
  
  *********************

  Business response

  03/18/2024

  we consider this matter resolved

  Customer response

  03/30/2024

   
  Complaint: 21288577
  
  I am rejecting this response because no resolution was completed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new vehicle and it has been in the shop for 60 days+. When I call to get an update, I get the run around or I get no calls returned until several days later. The sales team put me in one car through a different financial company and then said they didnt approve me so I came back and they put me in a lemon. The entire engine has to be replaced and it is a 2023.

  Business response

  01/12/2024

  ..We sincerely apologize that this customer has experienced such a significant part delay with a new vehicle.  We have been working with ********** Company to expedite receipt of the part.  Unfortunately,we are still waiting on a back order part.  We have directed the customer to contact the ***************************** who will be in the best position to assist the customer with financial assistance options.  Damerow **** stands ready to make an immediate repair as soon as **** can provide ** the parts to remedy. Until then, we are happy to help the customer in contacting the **** CRC
  
  Dustin 

  Business response

  01/12/2024

  ..We sincerely apologize that this customer has experienced such a significant part delay with a new vehicle.  We have been working with ********** Company to expedite receipt of the part.  Unfortunately,we are still waiting on a back order part.  We have directed the customer to contact the ***************************** who will be in the best position to assist the customer with financial assistance options.  Damerow **** stands ready to make an immediate repair as soon as **** can provide ** the parts to remedy. Until then, we are happy to help the customer in contacting the **** CRC
  
  Dustin 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damerow ****** ********* ** Services promised me to reimburse rental car for the whole months that they kept my car in their shop due to not having the parts to fix my vehicle. I have been reminded them for at least three months and they said that they have not gotten a chance to get it done. Three months passed, I am still have not heard from them . I called managers, left messages and do not call me back.

  Business response

  01/03/2024

  Tell us why here...This customers vehicle was part of an extended repair campaign by ********** Company.  Unfortunately, parts were not available,and the customer obtained a third-party rental vehicle on their own.  Once the repairs were complete, Damerow ***** on the behalf of the customer, submitted a request to **** to reimburse the customer for the rental vehicle.  Since the rental vehicle was not arranged by **** originally,**** declined that request.  However, **** gave instructions on how the customer can directly submit through the **** Customer Response Center for consideration on having this rental bill reimbursed.  We recently reached out to the customer directly to confirm instructions on how to request this were received and understood.  We provided further information to the customer to help the request go as smoothly as possible.  Damerow **** does not provide rentals that are not covered and offered by ********** Company.  The customer will need to direct their request to ********** Company.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used vehicle in July 2023. There were two repairs that required parts that were needed to be ordered. I was able to pay for those repairs in the price of the vehicle and take the vehicle until the parts arrived. I was never contacted for the parts and in September, I reached out. The parts were never ordered and I was treated badly by the employees. To such, the general manager, ****, promised a resolution with compensation. The agreement reached with ******, his service manager, was the repairs would be completed ASAP, and once completed, he would compensate me $400 for my trouble. Additionally, the repair I paid for was roughly $400. Weeks after this conversation, there was no follow up. I reached out again, and had one repair, the one that was required and I did not pay for, completed. At this time, they were able to see the other part needed and promised to order it. This was end of September. I reached out again, several times over the past two weeks and left three messages for ****, the general manager. No contact returned and my repair I paid for is incomplete. Additionally, have not received the $400 compensation as promised.

  Business response

  11/16/2023

  ****** is working very hard to satisfy the customer and will continue in his efforts. 

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I had taken my truck into this dealership to get diagnosed and the work done. It took 4.5 months for the technician to diagnose it. Then when he took the motor out he put a majority of the parts in the bed out in the open during winter (I have photos) to rust. It took 2.5 months to fix it, with the motor coming out a total of 3 times (1 to take it apart to fix it, 2 came out again because the machine shop they sent the block to messed up and didn't set the camshaft correctly, and a 3rd rime because the technician didn't check the block to make sure all freeze plugs were in and at least one was missed). This whole time I did not have a loaner vehicle for the whole 7 months (this is my primary vehicle) until a week before it was completed and now after work is completed, I have a small front main seal leak, possibly other leaks, squeaky pullies due to the rust on the parts that were sitting out in the weather for months. And during the work, they were not professional at all, would refuse to talk to me for updates on my vehicle along with estimates and the service writer assigned to my vehicle would refuse to ask the technician for updates, and was rude. A camshaft job would have taken 2-4 weeks to complete anywhere else and cost half the price.

  Business response

  11/16/2023

  Our service Manager and Director will be reaching out to get more details from the customer. 

  Customer response

  11/20/2023

   
  Complaint: 20858130
  
  I am rejecting this response because:

  They have not attempted to contact me to resolve the issues. With it coming into a holiday week, it is not likely they will respond regardless.
  
  Sincerely,
  
  ***********************

  Business response

  12/06/2023

  We have tried to reach out on a couple of occasions.  A phone number we have on record does not have an email setup.  Please provide the best email address and phone number to reach you and our manager will contact you immediately.

  Customer response

  12/07/2023

   
  Complaint: 20858130
  
  I am rejecting this response because:

  The number that is on record is still in use, has not been contacted at all. My email is ************************* home#: **********. 
  
  Sincerely,
  
  ***********************

  Business response

  12/18/2023

  Received, thank you for providing the contact info. I will forward this to *************************, our Fixed Ops Director right away. I am no longer over Damerow **** but since they have not hired a GM I will still assist as best *********** still in the company, just over a different store. 

*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. ↩