Complaints

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a 2019 Ford ****** the 3g network got shut down. So i need the upgrade kik to 4g. I got told by Ben ( service manger) at Apple Ford Whitford rd in york pa 17402. He told me this is a upgrade. How is this an upgrade when i lost the features I lost when the 3g network shutdown an upgrade. This is not an upgrade my car is still under bumper to bumper warrany. I want this put in free of change and fixed asap. Or i will file a class action lawsuit

  Business response

  05/04/2022

  Good afternoon,

  We received a message from Ford Motor Company on February 25, 2022, notifying all dealers that the3G network would be decommissioned effective that date. They also communicated that this would effect some of the applications on the Ford user application, and to restore functionality the customer would need to install a 4G upgrade kit. As noted below this upgrade is not covered under the manufacturers warranty, and if the customer chooses to install the upgrade it would be an out of pocket expense. 
  Please be advised that the decommissioning of the 3G network is not a defect eligible for coverage under
  the new vehicle warranty or Ford/Lincoln Protect Extended warranty coverage. However eligible
  customers still within the complimentary subscription trial period that activated with the vehicle sale
  date will be eligible for partial upgrade support outlined in FSA *****.
  We escalated his concern to Ford, and had him speak with a representative on the phone, and when they communicated that it would not be covered he became angry with one of our service advisors using and elevated tone, and inappropriate language. Our service manager intervened and attempted to explain why it is not covered, and he got frustrated and pushed one of our tire towers over.
  As always we stand ready to execute the services required, but this is not a covered repair and would require *** ****** to pay for the upgrade to 4G. If *** ****** chooses to have us install the upgrade we ask that he communicate with our teams in an appropriate fashion.
  Respectfully,
  Kevin M*********

  COO

  Apple Automotive Group

  Business response

  08/23/2022

  As stated within the original complaint response by Mr. M******-Ford Motor Company made the decision to do away with the 3G connectivity.  Please refer to the attachment sent within the original complaint response, from Ford Motor Company outlining the reasoning for the decision and available options for each Ford vehicle owner.    The upgrade costs are not covered under Ford Motor Co's warranty therefore the responsibility of vehicle owner if he/she so chooses to proceed.    I would recommend consumer reach out to Ford Motor Co's assistance hotline for possible resolution.   I am providing the telephone number as reference ###-###-####.

  In closing, Apple Ford of York holds zero obligation/responsibility in this matter.   Consumer needs to raise issue with Ford Motor Company directly.

  Customer response

  08/23/2022

  [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:
    you should be able to help in this matter im not paying $1,000 for the upgrade if i got to pay this ill do the stupid thing myself
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our 2020 custom-built Ford * ***** started transmission issues in January 2022. My husband is self-employed & relies on this truck to make an income. We took it to Apple Ford of York & they did not find a problem. The transmission issues continued into February 2022 & we contacted Ford again. We took the truck in on 2/21/22. Ford diagnosed the faulty part & ordered the replacement which was on backorder. Ford received the new part on 3/14/22 & tore the transmission apart to replace the part. Ford realized there was ANOTHER faulty part which is ALSO on backorder with no ship date known to this day. Ford warranty only covers up to $35/day for 10 days for a rental vehicle, which is NOT enough days NOR enough money to cover the rental that we need. After receiving advice from Apple, we called Ford Corporate on 3/18/22. Due to Ford not being thorough in their diagnosis & already being patient & OUT OF INCOME for 25 days, we requested full rental reimbursement of a similar vehicle to the *-***. Since our situation was different the supervisor we spoke to said to get a quote for the rental vehicle we need & then the she would get it approved as well as reimburse us for any payments made on the vehicle while it was out of commission. We submitted the quote but did not hear back & this supervisor would no longer take our calls. We have spoken to at least 10 different employees/supervisors who keep sending us in circles, but said that both vehicle and payment reimbursements would be approved. However, we could never talk to someone to get official approval. On 3/22/22, we spoke to a senior supervisor who said we were given inaccurate information & Ford will not approve such a reimbursement. After telling us we were lied to, he hung up on us. We have been out of a vehicle & income for 30 DAYS NOW. THIS IS THE WORST CUSTOMER SERVICE WE HAVE EVER EXPERIENCED & WE WILL NEVER, EVER PURCHASE ANOTHER VEHICLE FROM FORD. 

*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. ↩