ComplaintsforLegacy Ford

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2022 I received a recall notice from ********************** stating that the Def Heater on my 2015 **** F350 was defective.Coincidentally, mine had just gone bad and I had already purchase the part from Legacy Ford in ******** ****** and had a mechanic in my area install it. The letter states they would reimburse.I called **** and they advised I go to a local **** Dealer.I have been going back and forth with the dealer for over a year.I wrote a letter to **** in June and just received a letter yesterday stating to file the complaint with Legacy Ford.All of this was done within their time frame.At one point, the person in charge said I didnt meet the criteria and he let my paperwork sit in his desk for two monthswhen I called back and asked why I had not been paid and he told me that, I asked him to read it again.he did, and he agreed with me and said a check would be comingwhen I called back again in a month, that guy wasnt therethe guy who I spoke with said **** told him to pound sand.thats when I wrote to ****.

  Business response

  09/05/2023

  I have been in contact with the customer regarding this complaint and am currently investigating the situation.  

  Customer response

  09/06/2023

   
  Complaint: 20525487
  
  I am rejecting this response because: I spoke with ***** at Legacy Ford and he told me he was trying to help me; however, persons from big **** and Legacy ford have been telling me that for over a year. What I want is the compensation they have been promising me for a very very long time.
  
  Sincerely,
  
  *****************

  Business response

  09/22/2023

  Have been in continued contact with the customer, whom I believe had a valid complaint with both ****************** and our dealership.  I've been informed by **** they intend to pay the reimbursement and have advised customer of this.  Will await final resolution before closing this complaint.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were able to complete a full sign-and-drive transaction through their website. They appraised my trade-in and checked our credit. **** Credit fully approved our application. We were scheduled to pick up the truck and sign any remaining documents. We detailed the trade-in, drove two hours, arranged to have cash on hand for a cash down payment, and I even chose to forgo the purchase of an amazing 2022 Tesla, which has since been sold, because my partner fell in love with this truck. We tried calling, but the internet sale's person was unavailable. we inquired on their website for that specific truck and received an email response stating from the internet sale's manager" Let's make a deal!" and if we wanted more information regarding the truck; we already read everything so we decided to complete steps outline from ****'s manager email to complete the credit application and set up pick up for the vehicle via their website. When we arrived an hour early for our scheduled pickup, we were greeted with cold looks and extremely rude behavior, in my opinion. We were informed that these trucks were being sold at a substantial premium over MSRP and that the truck in question was unavailable (at first, it was due to a customer order, then it was damaged, etc.). Even though we've completed all the paperwork for it and we're there to pick it up via their own system, but we were informed luckily that they had two more available for $119,000. The truck is listed at a price of $61,000 (which is still on their website for that price and availability). The amount of inconvenience and impact to our credit from losing out on two vehicles, losing out on the trade-in (I had the option to sell it but wanted to use it as a trade-in), having to take off work so we could drive two hours away and detail the car. when we finally get there, we being pressured into buying another vehicle that was nearly $60,000 more expensive put everything over the top.

  Business response

  02/10/2023

  This customer has a valid complaint.  We receive on average about one BBB complaint each year and historically the basis for these complaints is poorly founded but that is not the case here.

  For a period of time, we utilized a third-party software system to offer a web-based "sign and drive" process for purchasing vehicles.  This software imports inventory and pricing information from another of our internal software systems in order to support this process.  This software, like most, is supposed to be "hands off" from our side and smoothly provide accurate information but as is all too often the case with these things it would occasionally fail at this task and revert to pricing and availability information that was completely inaccurate.  We have now ceased our usage of this software and cancelled the service.

  In this particular instance, the F150 Lightning the customer rightfully believed they had purchased was actually ordered by another customer and had recently arrived at the dealership.  The truck required some repairs before delivery to the ordering customer and thus had not been removed from our "active" inventory in our software.  

  When the customers who lodged this complaint arrived at the dealership, no one here was aware whatsoever of their online transaction and were understandably befuddled as to what had happened.  I'm sure this confusion did not serve well towards explaining the situation and offering a solution or even an adequate apology.

  I have reached out to the customer and have not heard back as of yet, but we are prepared to of course pay for their fuel spent traveling here to finalize their transaction and to somehow compensate for their time and frustration.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They told us that we were as good as gold for a Yukon Hybrid that doesn't have a catalytic converter, which we found out later is against federal law.

  Business response

  11/05/2021

  After doing my best to translate and decipher this complaint, my best estimation of what the consumer was trying to say is: "They told us we were going to be approved for a loan to buy a Yukon Hybrid that has a malfunctioning catalytic converter, which we were fine with until we couldn't get approved for the loan and now we are upset with the dealer so we are making up a complaint".

   

  We forwarded this consumer's loan application to no fewer than 10 lending institutions.  We were able to obtain a conditional approval which required the consumer prove certain information in their application which they were unable to do.  ********* in question does have a "check engine" light on at the moment, which has been diagnosed as a partially plugged catalytic converter.  We are unaware of any federal law this plugged converter violates but would be interested in learning more.

*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. ↩