ComplaintsforCourtesy Ford Lincoln

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a 2016 **** Fusion and it started adding up recalls. I had three that needed to be dealt with so I contacted Courtesy ****. I knew to make an appointment as to be courteous myself. That would be at the end of the month (May). It was over four weeks out but that is fine. I had made my appointment and I could wait.I was told it would be a day and a half if not two days. That's fine. Took it in on a Wednesday at 9am and they complimented me with an Uber ride home. I was told to call Wednesday to find out where they were in the process. When I called that morning either I got a fast busy or, at a different number, it would just ring and ring and ring.After about two hours of this, I called the main number. I told the operator that I was having trouble getting anyone in repair and she put me through to another number than just rang and rang.I called back. She said they were short-handed. I totally get that. She said she would go back and ask them where to send the call. She never came back. Again, OK, because she said they were short-handed. This went on and on and I never got a hold of anyone. OK, I guess they need the car another day. However, just a quick, "We need it longer. We are not sure when it will be ready," would have been fine. I never got anything. Thursday night I had needed my car for a work event. Now I had no car. I wish they could have filled me in sooner. I could have made the appropirate arrangements.Friday, same thing, all day long. I did get a few voicemail opportunites. Left message. "Know you guys are busy. It's OK if you don't know just please communicate. Even if 'don't know.'"NO ONE EV** CALLED ME.So Friday I never got my car.Saturday I ended up in the ** with a cornea abrasion. Added to stress. Not enough room here to go into but did get car Saturday (after sevice was closed) with no explation, no work order, no paperwork. No idea what was done .. if anything.Treatment of me was aggressively torturous at best. Why?

  Customer response

  06/28/2024

  Thank you for handling my complaint against Courtesy ***** ********, ***

  
  

  I spoke to your main office and was told that Courtesy **** received my complaint from the BBB at the beginning of the week of 6/3. Also, that they had opened it. Your main office told me to let you know of any communication between myself and Courtesy **** since you are in charge of my complaint.

  
  

  After the BBB complaint had been opened, after not hearing from Courtesy **** for over a week, I received a flurry of phone calls on June 5 aggressively calling me a liar (I was able to dispute this to their satisfaction).  I was then transferred to yet another service employee who apologized and asked what it would take to make me happy.

  
  

  At that time, I didn't know they had received and opened the complaint and I didn't know why all of a sudden they were finally contacting me. They also told me on June 5 that my car was "now done" and ready for me to pick up. However, I had ALREADY picked it up four days prior, on June 1!  They seemed not to have known where my car was or where it was in the process, which is another big part of the problem.

  
  

  Then, ***************************, from the Courtesy **** service department, called me (when I was in the hospital ** .. however, she had no idea that is where I was and I did not tell her) and wanted to come out and take a picture of my car door the next day. However, I had now already scheduled an appointment with Landmark **** in ********* to verify what, if anything, Courtesy **** had done to correct the three safety recall issues. I also asked the service coordinator at Landmark why Courtesy would need to come to my home and photograph my car. They said they couldn't imagine why Courtesy would be compelled to want to do that; so I cancelled Courtesy's photographer visit.

  
  

  The invoice they finally sent me after all the calls they made to me, fraudulently states Courtesy **** completed the work on all three safety recall issues. However, ************* confirmed they skipped one of them (and subsequently Landmark fixed that one). So, Courtesy **** allowed me to drive away in my still unsafe car --  housing a component inside the door latches which may break, causing the doors to fly open while driving, critically endangering the life of the driver.

  
  

  Please keep this confidential: this whole thing was so stressful I ended up in the ** on June 1 and again 5 days later with stress related nausea, migraine, confusion and other issues.

  
  

  I did send an email to the ** and other service personnel on June 7. Also let them know I would be back in touch the week of June 24. I did not know that I needed to let you know I had communicated this. Would you like me to send you a copy?

  
  

  I appreciate you working on it. Thank you so much.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a highly disappointing experience at Courtesy ***** which I strongly advise others to consider before using their service department. After having an oil change done on my 2021 **** Ranger (VIN: *****************) on March 15, 2024, at Courtesy ***** I encountered a serious issue. The oil drain plug was improperly installed, leading to oil leakage and loss of oil pressure, signaled by the oil warning light in my vehicle. This required a visit to another dealership, where it was found that the plug was so loosely fitted it could be removed with bare fingertips. This negligence could have caused significant engine damage. Based on this experience, I cannot recommend Courtesy **** for vehicle servicing or purchases. Their oversight has led to a filed investigation with **** corporate, underscoring the severity of the issue.

  Business response

  05/10/2024

  We are working with the customer on a resolution. I can't document the final outcome at this time but I didn't want this to be closed with No Response by the business. I'd be happy to update when things are wrapped up.

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a brand new **** expedition on 2/3/2024. They delivered it to my house with two deep scratches. Car is black the scratches are down to the metal and silver. We noticed them right away and the sales person assured us that they would get them taken care of. It was added to the repair report. He took photos and so did **** showed up a week later to my appointment to have them repaired and they had contracted a painter to touch them up. He even said in order to fix them the front would need a new paint job. I went in to get the manager on duty, ******. He took photos and said after talking with his other manager, *****, they would call me back. Likely would need to repaint the entire front. It has been over a week and no one will call me back. I have reached out to both, ***** and ****** and the *** ****.You do not slap a band aid on a 79k car. I bought a brand new car and was told they would fix it.

  Business response

  02/20/2024

  This was just a miscommunication internally. We have spoken with the customer. She is bringing her vehicle in this week and we are loaning her something to drive while we repair her front bumper.

  Thank you,

  ***************************
  Customer Relations Manager
  **********************

   

  Customer response

  02/28/2024

  Thank you for contacting them on my behalf. After you reached out to them I did receive a phone call and my car is currently in the shop for repair.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  21 October 2023, purchased a vehicle at Courtesy ***** I was not able to test drive the vehicle as it was a recent trade and had not gone through the inspection process. I was told by the salesperson that it will be safety inspected and any safety issues would be repaired and that they are not allowed to sell unsafe vehicles. I purchased the vehicle with a caveat that if the vehicle didn't pass inspection, that I would not take delivery. The vehicle needed some repairs per inspection findings. The repairs were made, supposedly, and took delivery 18 November 2023. The first time it was "test driven", when I took delivery. I immediately texted the salesperson that the vehicle was not repaired and had a major safety issue: the steering wheel would not self-center. Where you placed the steering wheel, it stayed. I dropped it back off at the dealer to return it. They had me take it to their ******************* and kept it for a couple weeks. I was phoned that it was "ready". I picked it up, was told that the steering was "fine". Immediately driving back to work, the steering issue was exactly the same. It was not fixed, and it was not fine. I took it to a local ******************* to see if it was something with the steering components (the dealer said they replaced the steering components and gave it a 4-wheel alignment). The tech at ****** noted that the steering components were new, so the dealer knew about the issue, but that solution would not work. It needs a new steering rack to solve the problem. He also performed a 4-wheel alignment, which was NOT done as the dealer claimed. The tech at ****** referred me to the local **** dealer to confirm the issue. Local **** dealer confirmed the issue, tried to get Courtesy **** to pay, but was not successful. I paid for the alignment and the steering rack repairs and am looking for compensation for repairing an unsafe vehicle. Total cost for the repair of the steering column and the 4-wheel alignment: $3,594.71 & $114.99.

  Business response

  02/21/2024

  This vehicle was sold As-Is with the customer signing an Acknowledgement of As-Is Statement (attached.)  In spite of that, after committing to the purchase, we agreed to the following repairs:

  *Front brake job w/rotors
  *Replace left and right lower control arms and end links
  *Replace left and right outer tie rod ends
  *Replace right tail light assembly
  *Replace rear wiper motor

  When we spoke to the Service Advisor at his local **** dealership he said he told ******************** that he got a *************** considering everything we had done to the vehicle. When ******************** called our Used Car Manager and asked to have this final job reimbursed,  his request was denied.

  Thank you.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Courtesy **** sold me a brand new truck without heat and have offered no remediation or mitigation of any kind. Once my check cleared, they all but stopped answering the phone.Unfortunately, it was a nice, warm, sunny day when I drove it off the lot. I had driven about 100 miles of the ~150 mile drive home to **** when it became apparent that the heater wasn't functioning. As it was getting darker and colder, I had no choice but to finish the drive home.It took more than 3 days for anyone at Courtesy to discuss this with me, and when they did, I was informed that the salesman who sold me the truck had quit, so they couldn't do much. That salesman had sent me a video of the truck saying it had passed all their quality checks, including heat.I then called them 5+ times a day, leaving voicemails at every sales desk, and even with the owner. I got a few stock text messages in return. After a week of this, they said they'd "see what they could do". Then they didn't respond again for almost 3 weeks.At this point, I'd already called in a personal favor to have the truck serviced at a different **** dealer in ****, and the truck has been with them for almost a full month.Courtesy has still offered no help and accepted no responsibility. The only thing they've told me is that I can "take it up with ****" and given me a phone number to call.

  Business response

  12/22/2023

  Hello,

  I have spoken with this customer multiple times over the past month trying to help. I got him an appointment at the other dealership to get his car serviced. I was even the one to follow up with the other dealership and give him updates on his vehicle until he told me he "took it up with ****** At the point I did stop responding. He reached out again and said we needed to give him a check for $1101 for the time he went without a car and the costs he had. I got on the phone with ***** called a few different numbers and found the ** Hotline. They said they would reimburse him he just needed to send receipts to them. I gave him the number so he could work with them to get that reimbursement.

  No one is happy about the situation but I definitely haven't ignored him. I have done my best to help in any way that I could.

  *************************************
  Sales Manager
  Courtesy Ford Lincoln
  ********************************************
  ************ Wed - Sun

   

   

  Customer response

  12/22/2023

   
  Complaint: 21042209
  
  I am rejecting this response because:
  

  Courtesy's response fails to address half of my complaint, and the points they do address are not reflective of what transpired. I've attached screen shots of our conversation, with time stamps, that directly refute their account.
  

  You need look no further than other BBB complaints to understand that lying is their M.O. - even if they know they've put it in writing.
  

  Specifically, First, Courtesy made no attempt to get me an appointment at any other dealership. I have a family member who works at the local **** dealer group, and he was the one able to make an appointment. When I
  dropped the truck off, they confirmed that no one from Courtesy had reached out in any capacity. **Having not heard from Courtesy, the more reputable dealer filed the initial case with Ford.**
  

  Second, I did not 'demand' any amount of repayment. I gave Courtesy the amount of money that the truck costs me, prorated for the time it has been down. And I told them that I'd be filing this complaint if they didn't want to make it right. That's exactly what happened.
  

  Thirdly, while it is true that Courtesy eventually gave me a hotline to call, it was FULLY ONE MONTH LATER. And I'd already been in contact with ****, on my own/via the local dealer, for WEEKS. They assured me that Courtesy had signed off on the truck's functionality, as is standard policy, and that malfunctioning vehicles - especially those that pose safety risks - was the sole responsibility of the dealership. I assume that Courtesy would not like to admit this for reasons related to liability.

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our truck into Courtesy **** on 6.6.23 for repairs. They were to fix a fuel leak. We paid for the repair when we picked up the truck the first time. When we got home, the fuel leak wasn't fixed. We had to return the truck a total of three times to have the issue fixed. We drove it home thinking the issue was fixed after the third time, but it was not. We had to take the truck to Landmark **** to be repaired. I have uploaded that receipt for your review.We have made a claim with our bank to reverse the charges on our credit card, and that is still in process. We have hundreds of dollars in rental cars as well as what we have out for the repairs for both dealership. What Landmark **** found when they fixed the issue was that Courtesy **** had damaged one of the wires to the fuel separator and the Courtesy **** technician used a zip tie to try and fix his mistake.

  Business response

  11/14/2023

  ****************** has been a customer of ********************** **** for a very long time and we definitely have worked hard to fix his fuel leak. While we do not agree that we repaired anything in his **** F-350 using a zip-tie, we will gladly reimburse him for the money he had to spend at Landmark **** to complete repairs of his fuel leak. We will mail a check to the address on file this week.

  Thank you,

  *********************
  Service Manager
  Courtesy ****

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an expensive extended warranty through this dealership. I brought my car to them in mid June because it was running unreliably. They took 6 weeks before they even looked at the car. Once they finally looked at it, they decided it was a transmission problem, but they didn't know the specific issue. They told me it would be 2 more months before they could get around to diagnosing the problem. They should not be selling expensive warranties if they can't manage the work on the covered vehicles. They would not provide a loaner or rental vehicle. There was no offer to refund part of the cost of the warranty. In fact, the only thing offered was rudeness and impatience when I'd call to check on the status of the 35k car I purchased from them. 3.5 months or longer to do warranty work on a warranty they sold is absolutely unreasonable. They need to find a way to get this work done now. More than 7 weeks is already too long to leave a person without transportation. I'm a senior with lots of doctor ************* and I can't afford to pay for a ride everywhere.

  Business response

  08/22/2023

  Hello ******************,

  We definitely understand your frustration and wish we had more technicians specializing in transmission repairs so we could get to all vehicles faster. The issue isn't with your warranty. When your vehicle was towed in, you were advised and it was written on *********** order that your vehicle would be on "tow-in standby." That means we will get to it as soon as we can for diagnoses but is some cases that can be several weeks. Once it was verified that the concern was transmission related it went to our transmission technician to get to as soon as possible but again that is several more weeks. If you were to call around town right now and ask for a transmission repair appointment, you will find that most places are scheduling for Oct-Dec already.  Our transmission tech is actively working on as many as 3 vehicles at a time, all in various stages of tear down. When one is finished, another one takes its place. There's just no way for him to get them done any faster than he is currently working. 

  At this point, it wouldn't make sense to cancel your warranty because a covered repair means you'll only be paying your deductible. If you cancel the warranty, *********** will be 100% out of pocket. If you want a quote to cancel, I can definitely get that for you but I would also strongly encourage you to not move forward with the cancellation.

  Finally, rental coverage through your warranty will kick in once we have a full diagnosis from the transmission technician. The downside is the maximum coverage for a vehicle is  $35/day for max ************************* Service Advisor is ******** and I know she will let you know as soon as we are able to get a diagnosis on your Fusion.

  Thank you
  ***************************
  Customer Relations Manager
  **********************

   

   

  Customer response

  08/23/2023

   
  Complaint: 20443401
  
  I am rejecting this response because: I never mentioned anything about canceling the warranty.  That is a complete misrepresentation of what I said.  When you sell a warranty like this, if you told anyone that they could easily wait 6 weeks to even get the car looked at, and 4 months to get it repaired, nobody would pay what you charge for that warranty, including yourselves.  It's a completely unreasonable time frame.  If you can't properly support the warranty, you shouldn't sell it.  At the very least, you should compensate people when you can't support your product in a reasonable time frame.  I get that you might have a manpower shortage, but making that my problem isn't appropriate.  If manpower is what you're short on, some effort to make amends in some other fashion should have been offered just on principle.  4 months is not only a huge amount of time in my 81 year old life, and amounts to substantial costs to me for transportation, it's also a significant percentage of the time the warranty covers.  You're literally eating up the money I paid you daily for my car to just sit in your garage.  Imagine paying for cable TV in advance for 6 months and having their service go down for 2 of those months because they don't have the manpower to fix it, but still charging you for those 2 months of no service.  That's what's happening here with your "tow-in standby" service. If your product allows you to do this, you need to tell people that up front before they hand you thousands of dollars.  It's way too important to hide in thousands of words of fine print.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke in detail with the first manager of the body shop expressing my wants and outcome, I was assured that they could do what I wanted and I paid.First, the outcome of the finish was awful, the manager **** even suggested that after the paint has had time to cure and it still looks bad bring it back.Second, I brought it back and found that most of the body shop team had quit including the manager, I was given the run around for months and months by the dealership manager.I've contacted the dealership multiple times including a month or so ago through BBB and never got a reply. I want all of my money back including the cost of the new fender that I was told to purchase to ensure a factory original finish. This has gone on way too long. I assume that this is the way they operate and they should be dealt with.

  Business response

  06/27/2023

  Hello ****,

  This is the first contact I have received regarding your **** Bronco and I'm sorry you've had such a difficult time getting this resolved. Unfortunately, we did go through some major upheaval in our Body Shop in 2022 and it sounds like you got caught in the middle of it. **** was not the manager, he was the estimator. ******* was the manager and I do show *********** order in his name but I do not remember if he was still here at that time. We have new management in our Body Shop and they are turning out excellent work. I would like the opportunity to see if they can make this right for you. I'm going to get with *************************** (manager) and *********************** (estimator) tomorrow. I'll see what they are able to access about the work that was done and I'll have one of them get a hold of you. I feel confident we can come to a resolution that will be satisfactory to all parties.

  Thank you,
  ***************************
  Customer Relations Manager
  ************

   

   

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 2019 **** F350 Super Duty in May 2019. We had a pretty bad experience but wanted the truck so we went ahead with the transaction. Since then, we have had the truck in at least 2 times because the ** quit working. The first time they said it was working and they couldn't find an issue. The second time, they found an issue, said they tried to fix it but weren't sure if it was a permanent fix, and if it happened again to come back in. It was still under warranty. We only have just over 16k miles on the truck and use is mainly during the summer months. And of course ** is generally not used during the winter, so when we tried to use it for the first time this month the ** was not working. We called the company and they said it's out of warranty and we'd have to pay for the fix. We have had it in at least 2 times prior to the warranty expiring. This is a known problem that they are refusing to fix. This is bad customer service at the least and a scam at the most. We are beyond frustrated. The truck is in brand new condition. This should not be an issue.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I seek information on a 2015 *********************owned vehicle (VIN x71921); at Courtesy **** since Feb 1, 2022. I request complete service records, to speak with a technician or service advisor familiar with all work done, and an update on when it will be ready to pick up. I have only been provided the service record/invoice from Feb 28, 2022; paid in full that day.From Feb 28th-Mar, 2022, we were told the van was ready to pick up three times, however each time it would not start when we arrived. We were then told it needed a new PCM that was backordered with no ETA. I asked Courtesy **** to obtain a PCM from one of the 3rd party US vendors who had it in stock and opened two cases with **** Customer Care for assistance getting a response. At the end of September, I was told that the part had been ordered and on Oct 27th our service advisor (*****************************) emailed that the service technician was going through the system to make sure everything is functional prior to us picking it up. After that I was not able to get any updates so I escalated through **** Customer Care and on Jan 11, 2023, I was told over the phone that, again, that the van was going through final checks prior to being ready for pick-up. I requested all records for work done since Feb 28, 2022, to review prior to picking up the van when ready. When no records were provided, I opened a 3rd case with **** on Mar 9, 2023, with Cheobrean Goodlitt from **** Pro. He has requested the records, however we have received minimal to no response from our new service advisor (***************************) or service manager (*********************). The Courtesy **** Service Department has been consistently difficult to reach, often taking weeks to over a month to respond to requests for information. With the help of the BBB I am requesting complete service records on the van, to speak with a technician or service advisor who is familiar with all work done since Feb 1, 2022, and an update on when it will be ready to pick up.

*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. ↩