ComplaintsforTwin Pine Ford

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Date of the Transaction: 7/25/2023 Offer to purchase a used car $47,900.00 A $2,000.00 trade-in credit for any vehicle brought in I informed them that I had a trade that met the criteria and they refused to reserve the vehicle. I was informed by the salesperson that he went to management and the offer was denied. VIN: ***************** Stock: ******

  Customer response

  08/21/2023

  The dealer informed me that their polcy is not in writting. They also advised me that they do allow trade-ins on cars that have leans and need time to clear. This seems to be discriminatory to a buyer with no lean on a trade in.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2020 my wife and I purchased a 2019 Ford ********** *** along with the extended warranty. I was informed by the salesman that since I live an hour away that if I ever needed to use the warranty I could go to my local Ford dealership to have the work done there. On March 1st my ********** *** was at **** ******* Ford in Phoenixville for its yearly inspection and it was discovered that the right rear axle seal was leaking and needed to be replaced. I contacted Twin Pine Ford and informed then about this and was put in touch with ***** who runs the warranty program at Twin Pine Ford. She told me that the axel seal was covered and told me to have **** ******* Ford reach out to her. I did this and was called by **** ******* Ford later that afternoon that they submitted all the paperwork and emailed them to Juila for the axel seal work that was required. A couple hours later **** ******* Ford was about to close and I needed my car for work and my 4 kid's actives the next day so I paid for the work because **** ******* Ford would not release the ********** until payment was received. ***** called me Monday afternoon, 4 days later and informed me that since I paid for the repair work already thay my claim can not be approved. I asked for a copy of the warranty I purchased and there is nothing in the contract that states this. I'm 100% Disabled Combat Veteran, and it is absolutely horrible how Twin Pine treats their customers.

  Business response

  05/11/2023

  *** **** stated that he had contacted me and said that I told him that the item was covered. I never tell a customer that the item is covered without seeing the diag paperwork from the dealership the vehicle is at. I let him know that **** ******* Ford needed to reach out to me to make the claim. In doing that, **** ******* sent me an email at 4:45pm, March 2nd, 2023. We close our service department here at 5pm. I had called **** ******* Friday morning when they had left me a voicemail later on that Thursday (3/2/23). When I called **** *******, they had stated that *** **** had paid for and picked up his vehicle. I then had called *** **** and informed him that I could not reimburse him because he had already paid for the vehicle, the work was already done, and I did not authorize the repair.
  
   
  
  He had asked me for a copy of his contract and I had sent it to him on Monday March 6th. On Tuesday March 7th, he responded to me. It does state in the contract that he signed “authorization is required prior to the commencement of all repairs.” Due to what he is stating, they had already done the repair before submitting it to me for approval which in turn voids this part of the contract. It is also not a covered component.

  Customer response

  05/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Please do not start lying now because you did tell me it was a covered part over the phone. Also, please explain to me how is it that the rear hub is not an covered part when the warranty states; "drive axel housing and internal parts" The hub is part of the axel housing. Look at the Ford diagram I uploaded for reference.

  Also, your service department closes at 1700 not 1645 so no excuses there and you were called multiple times and right after it was sent by **** ******* Ford. Also, millions of Americans work past their planned shift to help there customers, you can too. I work 60 hrs week so I don't want to hear it was 1645 and I leaving. Furthermore, you called me 4 day's later to tell me you couldn't authorize this repair because it was already fixed, not that the part wasn't coved. Yes, I needed my truck so the hub had to be replaced. I can't wait on you because I would've been waiting 4 days and had a broken truck just sitting when I have work and sports for 4 kids. You could do the right thing and reimburse me for this Authorized or according to you "Unauthorized repair" because you care about your customers or you could lose a Ford customer for life. I will never own (even if it was free] a ford or buy one for any of my 4 children.
  
  Regards,
  
  ******* ****

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi I purchased a used car from the dealership. I was told at the time of purchase if I purchased the extended warranty and not use the warranty coverage to have the car repaired during the 3yrs of the warranty coverage, I would get the amount I paid for the warranty coverage returned to me. I attempted to get the money back after the 3yrs were up this coming October but they refused to give it back. My wife and I know 100% thats what we were told. We were lied to and feel we were ripped off!

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