Complaints

This profile includes complaints for Fairway Ford Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fairway Ford Inc

  2323 Laurens Rd Greenville, SC 29607-3246

• 

  Fairway Ford Inc

  723 Keith Dr Greenville, SC 29607-2642

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had leased a 2021 ********* * for 3 years without incident. Upon lease end, I selected the same model, expecting similar reliability. Instead, the vehicle has shown persistent issues from the outset, remain unresolved despite multiple service attempts through Lincoln centers. Within a month, the vehicle began jerking & shifting into manual mode without input. I reported instability in the front left tire, especially over bumps raising safety concerns. I contacted the Asheville, NC dealership, which referred me to Greenville, SC due to my residence. Greenville scheduled an appointment 6 weeks out but canceled, stating only Asheville could service the vehicle as it was new. Asheville was then unreachable for over 6 weeks due to a hurricane. I escalated to ******* *********, expressing concern over delayed access to service for a potentially unsafe vehicle. Their representative scheduled me at Fairway Lincoln in Greenville—another 6-week wait. That service visit confirmed transmission issues, resulting in a full replacement. Despite the new transmission, the issues returned within a few hundred miles—jerking & rough shifting, especially < 35 mph and after highway driving. I informed ********* that I no longer felt safe driving this vehicle with my * young children. I requested lease termination. They declined, instructing me to return to the dealership. Fairway told me to drive 750 miles before further evaluation. I returned after 900, but was told no issues were found. I experienced excessive delays & lack of timely service. Inconsistent guidance between dealerships. Major transmission failure requiring early replacement. Ongoing performance & safety issues. Dismissal of valid concerns. Lack of accountability from Lincoln.

  Business Response

  Date: 04/09/2025

  Fairway Ford Lincoln has reviewed the customers’ concerns on April 1st, 2025, ref Ro ****** and at this time no evident issue is present, the vehicle is operating within manufacture specs. Fairway Ford Lincoln will offer to help the customer through a process to determine if the manufacturer will consider buying back the vehicle, this will be a decision made by the manufacturer or the selling dealer. Fairway has spoken to the customer on April 9th, 2025, and informed the customer of the process and offered the customer to bring the vehicle into the dealer with no appointment if the concern continues.

• Initial Complaint

  Date:04/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2025 Crosstrek from Fairway Subaru in Greenville SC. As part of the purchase process, I was presented a selection of additional services I could buy for the auto. I decided to purchase the “Smart Shield” package. I had a long conversation with the financial officer (sales person) regarding the Products and how they would be applied. I was told that the auto would receive a full 3 step decontamination process including a wash with a clay bar treatment, iron removal, and IPA wipe down. I was also to receive a 9H ceramic coating with a 10-year warranty on the outside of the auto with a ceramic coating for all interior surfaces that would make them waterproof/stainproof. When I took the car to the Fairway Auto Body shop, I inquired about the products that would be used. I was told that I would receive retail store treatments that included a spray on sealant for the outside surfaces (6 month average lifespan) and an interior treatment with a product by the same company. When I explained what I had been “sold” by the sales person I was told that there had been meetings with the sales force to have them stop selling a ceramic coating package because it was not included in the “Smart Shield” package. I have tried over the last two months to reach, by e-mail and/or phone, either the financial sales manager or Dealership sales manager in an attempt to resolve the issue. To date I have not received a response from either.

  Business Response

  Date: 04/14/2025

  We apologize for any misunderstanding are refunding *** ********  We use Smartshield, which is a polsilazane coating, which has also reexplained to *** ********

  
  Polysilazane and ceramic coatings both offer excellent paint protection, but polysilazane coatings are known for their exceptional durability and hardness, while ceramic coatings are more widely known for their ease of application and hydrophobic properties. 
  Here's a more detailed comparison:
  Polysilazane Coatings:
  Composition:
  Polysilazanes are inorganic polymers containing silicon (Si) and nitrogen (N). 
  Durability & Hardness:
  They are known for their outstanding surface hardness and resistance to scratches and abrasions. 
  Chemical Resistance:
  Polysilazanes offer excellent resistance to chemicals, weathering, and corrosion. 
  Application:
  Polysilazane coatings can be applied to various surfaces, including automotive paint, and are used for their long-term protective benefits. 
  Examples:
  iShine iCeramic Polysilazane Ceramic Coating 
  Ceramic Coatings:
  
  Composition: Typically made from silica-based liquid polymers. 
  Durability & Hardness: While durable, they may not be as hard as polysilazane coatings. 
  Hydrophobicity: Ceramic coatings are known for their strong water-repelling (hydrophobic) properties, making them easy to clean and maintain. 
  Application: They are commonly used for automotive paint protection, providing a protective barrier against dirt, grime, and UV rays. 
  Longevity: Ceramic coatings can last for several years, depending on the type and application. 
  Examples: 9H, Silica, Quartz, TiO2 
  
  Key Differences & Considerations: 
  Durability:
  Polysilazane coatings are generally considered more durable and harder than traditional ceramic coatings. 
  Hydrophobicity:
  Ceramic coatings excel in hydrophobicity, making them easy to clean and maintain. 
  Application:
  Ceramic coatings are often easier to apply and may be available in spray-on or wipe-on formats. Polysilazane coatings may require more specialized application techniques. 
  Cost:
  Ceramic coatings can vary in price, with some being more expensive than others. Polysilazane coatings may also vary in price depending on the brand and application method. 
  
  
  

  Customer Answer

  Date: 04/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  It seems that more training is needed for sales staff.  If the Smart Shield coating is superior I am not sure why I was told that it was a ceramic coating rated at 9H hardness with a 10 yr warranty.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck from Fairway Ford on November 20 of 2024. Before going into the finance office the general sales manager Josh C*****r and I had a conversation because I noticed multiple scratches and dents on the vehicle that I previously had not noticed. Josh assured me that they would correct all of the damage to make it exactly like new as I was buying a new vehicle. I’ve had it to their Dent person twice and both times not only was the damage not corrected but the vehicle came back dirty inside and out. I also found a completely torn tow strap hanging from the frame of my vehicle a few days after purchasing. Josh said that Ford electric vehicles are kept in Statesville at an overflow lot and that they use shoddy transporters with single carrier trailers a lot of the time and they don’t do good work.. I have pictures and have documented this entire process and I still have the strap which I have shown multiple times to management over there. I’ve given them multiple opportunities to honor their word but all I’ve gotten from Josh C****** is various Band-Aid type solutions that seem to want me to just go away. Speaking for Fairway Ford he stood in the finance office and guaranteed me that they would do whatever it took To make the truck as it should have been in the first place. Currently I am getting no help with this matter from Fairway Ford or there management team.

  Business Response

  Date: 02/11/2025

  ***** is a former Sales Consultant here at Fairway. He selected and purchased the vehicle for himself, receiving Ford’s employee pricing per the guidelines set by Ford Motor Company for dealership employees.
  We spoke with the vendors who repaired the dents and scratches at *****’s request, and they stated that when they spoke to him, he seemed satisfied with their work and the results. We have reached out to ***** multiple times to bring the vehicle back to the dealership so we can inspect the truck again and address his concerns. However, he has refused to do so.
  When he last visited our service department for routine maintenance, he appeared extremely happy and did not mention any issues with the truck. Please see the attached ****** review for reference.
  We are more than happy to reassess the truck at his convenience.

   

  Business Response

  Date: 02/20/2025

  Again, *** **** selected and purchased the vehicle himself. At the time of purchase, he was an employee at Fairway Ford, which entitled him to employee pricing set by Ford. Fairway Ford adhered to these guidelines, and *** ****, being highly familiar with Ford’s employee pricing, was fully aware of the terms. We categorically deny any deceptive or illegal tactics.
  *** **** has been asked multiple times to bring his vehicle in so we can assess his concerns. We have also offered to place the vehicle on a lift, where one of our master-certified technicians and our foreman would inspect it for any frame damage, he is also welcome to be present during the inspection process. Additionally, we have informed him that he is welcome to take his truck to another dealership for an inspection. However, he has yet to do either.
  The options remain as follows:
  Bring the vehicle to Fairway Ford, where he can point out the specific issues he is referring to. We will lift the vehicle, and he may accompany the technician and foreman during the inspection for any frame damage.
  Take the vehicle to an independent shop and provide Fairway Ford with their findings.
  It is also important to note that since *** **** purchased the truck, it has sustained significant damage to the rear and side of the vehicle.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
    Again, fairway Ford definitely used illegal and deceptive practices (reference the issuance of refunds for monies I believe  I was illegally charged for add-ins without my knowledge) at multiple points before during and after my purchase. That is not the point of my complaint.
  Whomever is responding to these complaints for the dealership clearly it’s just not understanding or is purposely evading what I’m asking for in this complaint. I own the vehicle therefore I fully understand that I can take it to any place of my choosing at any time for any reason. What is missing in Fairway’s ultimatum of “bring it there or take it to an independent shop” is the assurance that they will pay for the assessment for the damage to the body of the truck prior to my purchase and additionally if it turns out there is frame damage as a result of being mishandled prior to my purchase ( Refer to the pictures I provided and note the transport strap ripped in half hanging from the frame of the vehicle While on their premises time stamped prior to my purchase date) I have shown the vehicle to them multiple times, as well as provided one of their managers Gavin with multiple pictures upon his request. I want an assurance that they will buy the vehicle back.   Again, my purchase is on November 20 I made every effort to allow them to take care of this to the point that their vendors told me there was nothing else I could do and when I reported this to the sales manager Kent and the general sales manager Josh I was completely Stonewallled. At that point they used my status as an employee and I feel held the threat of me no longer having a job if I complained more about this over my head. 
  No, I do not trust anyone at that dealership to Give me a straight and fair answer about frame damage and I I’m not comfortable with their body shop making the body repairs at this point. 
  

  All Fairway Ford has to do to satisfy this claim is given an insurance that if there is a charge for inspecting my vehicle when I take it to another shop that they will take care of the charge, that seems the very least they could do at this point. After having time to review the assessment I would like for them to pay for repairs to the body from transport damage prior to me purchasing this vehicle and provide transportation during that time. Nothing more. In addition, none of the damage we are discussing is on the rear or side of the vehicle where the respondent claimed (without any proof) there is significant damage. 
  For Fairway to keep referring to I selected and purchase the vehicle, and to throw in whether or not I was an employee, and whether or not I received a discount from Ford, not Fairway, and to Continue to prolong this is in my opinion a perfect example of their deceptive business practices. 
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not use an add on feature on my new car and was told in October I would be getting a refund. It is now January and after many phone calls to salesperson and finance manager I have yet to get refund. I am very upset about this and need help resolving issue. I don’t want to get a lawyer to sue but I will if you can’t help me

  Business Response

  Date: 01/21/2025

   We apologize for the miscommunication regarding the cancellation of the product. A refund check has been issued."
   

• Initial Complaint

  Date:10/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of today, it has been 60 days since purchasing a pre-owned vehicle from Fairway Ford on 8/3/2024 and I still have not received a registration for my vehicle! In addition, it has been 30 days since I submitted all paid receipts and invoices for repairs in the amount of $767.76 that I had to have made and was promised, in writing, reimbursement for after the dealership confirmed they sold me a vehicle without ever having inspected it. I have emailed no less than half a dozen employees and managers at the dealership about these issues but I do not get informative responses regarding what is happening and why I have not recieved my registration and reimbursement. I need help dealing with this business as they do not seem to care to respond, follow up, or take any action for their customers. I have all contact attempts and correspondence in writing and am reaching out to several agencies and organizations to get this matter resolved.

  Business Response

  Date: 10/07/2024

  First and foremost, Fairway would like to sincerely apologize for the delay in payment. Our used car manager approved the customer reimbursement; however, the authorization was misfiled in the accounting office. Additionally, our dealership was without power, internet, and phone service for seven business days due to Hurricane Helene. We apologize if our management team did not return any communication with *** ***** during this time. A refund check has been *** ** *this morning.
  The title and registration are being expedited as well. The title had to be processed through the Ohio DMV, after which it was sent to our third-party company, ***** which handles out-of-state title registration. **** then works with the Florida DMV to finalize the car registration for *** *****

  A copy of the title, check and *** ** tracking number are attached.

  Thank you for your understanding.

  Gavin H********* 

  General Manager Fairway Automotive

  ******************************* 

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I received the requested refund vid ***** today, 10/14/2024, thank you. However we are now on 70+ days since I purchased this vehicle on 8/3/2024 and I still have not received my registration and I am afraid it will not come because no one reached out to me about any delays. Hurricane Helene occurred more than 50 days after this initial transaction, after my temporary registration expired and I had to reach out and escalate this concern at the dealership level. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 10/21/2024

  We understand the customer's frustration. As previously explained, we had to wait for the Ohio DMV to process the title. Once that was completed, VITU processed the additional paperwork, which is now with the Florida DMV. They will handle the registration and send it to *** ****** He should receive his registration shortly.
  Please note that the two hurricanes have caused delays in processing times. Thank you for your patience.

• Initial Complaint

  Date:02/21/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ****** dealership seems to be involved in a "spot delivery" scam. We purchased a car on a weekend with an approval letter from a bank and verification with the finance rep that the signed documents with approval letter was sufficient for our car purchase and financing through a bank of our choosing. The approval had a date of with a 30 day approval and the date clearly stated at the top of the letter. After not receiving any further paperwork or online notifications of an auto loan with our approved bank, we called the dealership. The information given was there were bank delays and the information was processing but would be fine and not to worry about payments. Now, we have a call that our approval is cancelled due to lapse of 30 days and our options are to finance for a lower rate with Subaru, reapply for our other bank with a higher rate, or pay off with cash. The dealer even suggested it would be best to get a regular loan just to payoff to make the transaction easier. This would not even be an auto loan but a person loan; and, imagine the interest rate on that. Also, the demeaning personal finance conjecture from this place for our options is insulting. The bank and the dealer are both pointing fingers at each other, and we are stuck with terms that were not honored.

  Business Response

  Date: 03/02/2024

  I sincerely apologize for the inconvenience and frustration you've encountered during your recent car purchase at our ****** dealership. We understand the significance of your concerns, and we are fully committed to addressing them promptly.
  I deeply regret any confusion and dissatisfaction arising from the miscommunication regarding your bank approval and subsequent financing issues. Transparent and honest transactions are paramount to us, and it's evident that there was a breakdown in our communication and procedures. I want to assure you that it is never our intention to engage in any deceptive practices or mislead our valued customers.
  Regarding your current predicament, we recognize the inconvenience caused by the lapse of the 30-day approval period and the subsequent cancellation. Our managers have proactively reached out to assist you in resolving this situation. Fortunately, we have been in contact with your bank, and they have made an exception due to some errors on both sides. The bank has agreed to process your loan as initially approved.
   
  Once again, I sincerely apologize for any inconvenience and frustration this situation has caused. We value your business, and we are committed to making things right for you. 
  Thank you for your understanding.

  Customer Answer

  Date: 03/04/2024

  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like for there to be an alert for this business as I did have to cash investments thinking that my paperwork had fallen through.The issue was only resolved after multiple attempts on my part and finally speaking to a Vice President at my bank and noted it WAS NOT fixed by the dealership in any way (in fact my option was to finance at a better rate with the dealer, apply for another loan, or pay cash per the dealership). The bank had notified me that  the finance representative for this dealership cancelled the loan on the date of expiration; therefore, it is peculiar that the dealer seemed to be forcing financing through the dealership on the premise the bank loan was expired. I hope consumers are not being misled  or forced into financing or warranties through deceptive practices here at this dealer.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Ford F-250 from Fairway Ford in March of 2021. The truck has had nothing but issues since i purchased it. It has had electrical issues. The fuel system has been replaced in which i had to pay out of pocket for a part to prevent it from breaking again. The dealership has replaced the starter and flywheel for what will be the 5th time. they are now saying an engine issue is causing the starter to go bad and they will be replacing the engine. Engines are currently on back-order and have been. I have already been without my truck for 2 months, not including the 4 months it was broken from December- March. I drove it for 2 and a half months for it to break again at the first of May. this does not included the times it was in the shop for a few days or a week at a time for all the other issues. Ford company has declined to buy-back the truck. i am currently on the verge of losing my job because I cannot do my job without a truck.

  Business Response

  Date: 06/13/2023

  Customer has be informed this is a Ford Motor Company issue due to a back ordered part, we at Fairway are working with the customer to help support his needs. we have proved transportation and working with Ford to see if there are any other alteratives.

   

   

   

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've attached the email thread regarding my refund request for my $1,000 deposit for a Ford Bronco order in February 2022. As a brief timeline: February 13, 2022 - 2022 Bronco order placed in-person with Jason and Kent. Paid $1,000 deposit via credit card. September 21, 2022 - Requested my 22 order be moved to a 23 order given order banks were about to open for existing unfulfilled 22 orders. Jason responded that Kent would call me. No call was ever received, and no further communication was ever sent to me on how to convert my order to a 23. December 5, 2022 - Ability to move existing 22 order to 23 order bank had closed. Requested that my $1,000 deposit be refunded via email since there was no effort made to move my order and no communication from Fairway has been received. February 14, 2023 - After no response to my email. I called and spoke via phone with Jason T******* on this matter and he mentioned he would talk to Kent on what to do. No follow-up has been received since. April 21, 2023 - Email to Jason T*******, Kent P*** and Gary M******** with the timeline above and the request for a refund of a deposit since the Fairway Ford did not maintain an active order for me after they failed to move my order during the 22 order -> 23 order window. No response was ever received. I would like to understand the status of my refund as I believe that my order is no longer valid since Fairway Ford never converted my original order to a 2023 order. I fulfilled my end of the agreement in trying to move forward with the order given my interactions with my salesperson, but there was no follow-through made by Fairway Ford. I want this issued resolved after countless attempts to get a response from the dealer.

  Business Response

  Date: 05/12/2023

  First and foremost, we apologize for the lack of communication from Fairway Ford. Our salesperson, Jason T*******, has reached out to ***** ***** to apologize and arrange for the refund.

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a vehicle in the shop at the dealership. The car warranty expired at 60000 miles. which now it has driven 9000 miles out of warranty. I tried to call purchase a extended warranty Ford said they didn't provide one. I call the dealership earlier this year and let them know my vehicle had a service now light on and I wasn't going to make it the two months it would take to schedule my appointment. Long story short Ford repaired what they thought was the issue and now they're saying the engine is done. The POC at Ford sent Ford the company and email asking to help. They replied to get the last two oil changes receipts. I called both locations one has me on file but can't print it and the other has me as a new customer. So it had been to long in there system. So I have 16000 left on my car loan which I found through Ford and they're saying it catastrophic that my turbo assembly went out but that has dire and severe damage to the engine where it will not stay at a normal engine temperature. So I would really appreciate some help here. Not bashing the company I just need help resolving this matter. The car is literally right outside of warranty and it's looking (to me) as if I'm going to be stuck with this car that doesn't run and 16000 auto loan. When Ford could simply replace the engine. Keep a happy customer. I put oil in the car and drove the car this year but to imply that operator error is the cause. No sir or ma'am. It's oil jugs in my car so I know I topped off my fluid. Once I saw I lost boost the following weeks it's was literally 4-5 days and the car stop running before my repair appointment. I'm a veteran truck driver with a wife and kids. I need some help here seriously. Please assist in anyway possible

  Business Response

  Date: 01/17/2023

  Fairway Ford, Inc. has no control over the manufacturer warranty, this is between the customer and the manufacturer. The customer could have gone to any Ford dealer to try to get an earlier appointment, it is unfortunate that this problem has occurred. The customer would need to contact Ford Customer Service **************. Please have the customer to reach out to Fred Sizemore Service Director at Fairway Ford he will be glad to help them with the process to get Ford Motor Company involved.

  Customer Answer

  Date: 01/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  *** *******

  Customer Answer

  Date: 01/23/2023

  The service guy or whoever responded to the BBB is completely incorrect and false in what he is saying. I called around to all the Ford dealers in the area and all had appointments booked out past JAN 15. So no sir I could not take it to any other dealership to get it fix. They were already scheduled to months out for my appointment on a Service issue. Which directly quoting the error message "engine fault, service now" I told them the car wasn't going to make it to the appointment time two months later. Two months later we had catastrophic loss of turbo pressure, no boost. Then they tried to say I didn't perform oil changes, in which I did on my own. Simply Because I don't have receipt doesn't mean they were not performed. A car can't drive 20000 miles with no oil. The dealer could've possibly bumped another appointment for this more serious Engine error code. In which they did not. They have the records of me calling and I told the lady who answered and the service rep. When I went in to see if the 2500 turbo assembly replacement fixed my car. They replied NO, and said I need to purchase a 8000 long block for the car. So I reached out to you guys. It's not right. Ford didn't reach out to extend the warranty and the dealership showed ZERO care or prompto to get the car in the shop and work on. Instead it catosphically failed and I had to tow it in. Only for them to charge me and still not have the car fixed and running. To put this on the customer and to say it my fault and to make it appear as incompetence is HIGHLY distasteful and low down BAD Business.

  
  

  Also I was talking to the Ford rep the entire process I'll attach her info as well. The rep at the dealership lied and is trying to tip toe around the lack of customer service and care.

  
  

  Also the service gentleman when I brought in the receipt he handed it right back to me and said Ford going not going to accept that. Instead forwarding the requested documents up and LET FORD email you with THEIR decision. So as you can see it's not good customer service/care nor experience. 

  
  

  This is my second car with Ford. I like the company but this is an UTTERLY AND COMPLETELY UNACCEPTABLE  WAY TO HANDLE CUSTOMER SERVICE.

  
  

  The Ford Customer rep info

  
  

  Ford: You are signed up for text messages regarding case *******************.
  

  
  

  Ford: Ford Motor Company ®

  Michaeya S****

  Customer Experience Specialist

  ****************** ************

  ** ************ **** *****

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On december 2021 my third brake light cracked again on my 2015 Lincoln MKT 33,341 was the mileage and now it is 35600 vin ***************** and also my windshield wash fluid again is not working even with a brand new pump

  Business Response

  Date: 12/21/2022

  Instruct the customer to call and schedule an appointment to review.

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********