ComplaintsforFairway Ford Inc

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  12/21/2022

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

  Customer response

  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,
  
  ***** ********

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The first time was July 19 I took my truck in. The leather seat passenger side had a defect in it. They looked at it tried washing it off and scratching it off. Than they took pictures of it and sent it to Ford. Ford Responded back saying it looked like something abrasive did it, that was the person at Fairway Ford scratching at it thinking it would come off. Ford said they would do nothing to resolve it. Fairway took no responsibility for making it worse. I bought the Ranger Lariat just for the leather seats. Someone needs to take responsibility for the defect in the seat or for making it worse. I talked to Who I believe is the manager over the service department, his name is Fred. Fred told me that Ford said that it looked like something abrasive had done it. I told Fred that was from the person in the service department scratching at it. Now I have a seat with a defect and from them scratching at it it will just keep getting worse. I do have pictures of the defect before Fairway Ford used a cleaner on it.

  Business response

  09/13/2022

  Respectively, the customers concern is a none warrantable repair. The manufactory Ford Motor Company has decline the repair stating its none warrantable. Fairway Ford did not make the concern worse by reviewing and touching the area. The area appears little to no difference from the customer showing the dealer than when the pictures were  submitted to Ford Motor Company.  Note: as a goodwill jester Fairway Ford will be willing to repair the seat for the customer. The customer can contact Fred Sizemore for more information.

   

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went there on 8/13/22 for "The Works Package" at the service center. When I got there and checked my car in there were no issues with my car. I waited in the lobby for my car, they came to get me and told me that they have finished with my car and brought my car around. I paid the 60.00 for the services and got in my car. Once I reached the end of the exit my tire monitor came on and so I checked my dash system and I was loosing air out of my driver side tire. I called the store and nobody answered. So I took my car to the tire shop and they stated that there was a hole on the inside side wall of my tire. I took my car back to the dealership on 8/17/22 and told them what was going on and they took my car back to the shop again and came back out and told me that this wasn't on the dealership. I explained to the service writer that the tire shop I took my car to had stated that the only way that could have happened was when they went to pull my car on the rack that they misjudged and hit the actual arm on the rack with my tire. The service writer then told me that he watched them pull my car on the rack and they didn't hit the rack. I know that isn't true because the service writer was back at his desk on the inside of the building when they took my car. They can pull the cameras on that. I have a brand new car with brand new tires that had no issues when I pulled in that service bin and then they pull it out of the service bin and I have air coming out of my tire. I need my tire replaced and for them to make it right

  Customer response

  08/17/2022

  Hello,

  Jessica from Fairway Ford has reached out to me this afternoon and has agreed to make things right and replace the damaged tire. She was very helpful and understanding, they have ordered my replacement tire and I have an appointment with them on Friday 8/19/2022 at 7:30am to replace the tire. Since they are standing behind the work that was done and the damage that was done, then I will return to the dealership and also refer folks that I know to them. I want to say that Jessica did go beyond to make this right. 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/02/2021 I went to Fairway Ford in Greenville, SC to look at a 2013 Ford Mustang V-6. The salesman, Chris C*******, told me this was a one owner vehicle and had never been involved in any accidents. Fairway Ford and I worked out a deal for the vehicle at $19,000.00. A short time later I found the last owner's insurance card in the glovebox. As it turned out I had met this person earlier working at Publix. After several attempts to see this person again, I finally was able to see her. At that time, she told me that she was not the first owner of this car. She had purchased it used at ****** **** in Easley, South Carolina. The vehicle had originally come from ************ Ford, in ************, North Carolina. From there went to *******, South Carolina, then to ****** ****, in Easley, South Carolina, then to Fairway Ford, in Greenville, South Carolina. The last owner, Ms. ******* ***** said I was definitely not the second owner. A short time later I noticed that the paint was chipping off the leading edge of the hood. I could see the Bondo under the paint telling me that the front of the car had been damaged and repaired. That was the second lie the salesman told me. This was NOT a one owner car and had been involved in an accident. Then we had a very rainy day. The passenger's side of the car had filled with water, front and back. This meant either the firewall was cracked open or the bottom of the body of the car was cracked open allowing water from the road to enter the vehicle on the passenger's side. This was the last straw. I called Fairway Ford and spoke to the salesman, Chris C*******. I told him everything I found out about the car and about the lies he had told me. I told him I wanted to return the car and he was to replace it with another Mustang. He said he was going to talk to his manager and get back to me. NEVER HEARD BACK FROM EITH THE SALESMAN OR HIS MANAGER. I want this fraud corrected.

  Business response

  04/23/2022

  To whom it may concern,

  We reviewed Carfax and Carfax shows that at time of purchase it was a was a one owner vehicle per Carfax.

  The vehicle had been inspected and passed our internal inspection process. 

  Fairway would be happy to repurchase or offer to trade the vehicle in for another vehicle using current market values.

   

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a vehicle from Fairway for our daughter. Upon filling it up with gas the first time, she noticed that it was a chore to do so with the pump clicking every couple of seconds as if it was full, but it wasn't. When the tank was eventually filled (took 15 minutes), gas poured out. Contacted Fairway and they said there was no issue when we bought the car, but to try a different gas station. Two weeks later, tried to fill up again, different station, same issue. We've used a different station every time and it had the same problem. Salesmen again said it was fine when we got the car, but car only had half a tank of gas when purchased so it was obviously never even filled. We finally got an appointment with the Fairway service department, and after a 3 week wait for the appointment, it is costing $1500 to fix an issue that is causing the gas fill up problem (several parts need to be replaced according to their own service department, plus an additional $1000 to replace the catalytic converter that has gone bad as a result. Husband tried to contact the sales team several times to give Fairway a chance to resolve the issue, but has been ignored and neither he nor I have received a call back. We are paying to get it fixed because our daughter needs the car for work, but we expect to buy a car that works and are seeking a proper resolution.

  Business response

  03/22/2022

  Fairway Fords Used car manager has been in contact with the guest and has offered financial assistance to help resolve the concern.

  Customer response

  03/29/2022

  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. The business offered to call me back with a resolution but I have yet to receive a call. I would rather resolve this directly with the Fairway, but it seems that they have no intention of wrapping this up in a timely matter.
  Regards,
  
  ******* ********

  Business response

  03/30/2022

   Fairway Fords Used car manager has been in contact with the guest and has offered financial assistance to help resolve the concern. Mr. ******** has spoken to our used car manager and thanked him for the offering financial assistance 

  Customer response

  03/30/2022

  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,
  
  ******* ********

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was looking at a used 2020 Honda Accord on 02/16/22. I was interested in purchasing such vehicle, and needed a $500 to hold car, which I made with my ***** credit card. I purchased car, and they did not take off the $500 toward the purchase of the car, and will not refund me the $500, they keep stating their credit card machine is "not working" I have spoken to Justus W***, which did nothing , and Kent P***, the sales manager, which was extremely rude to me, stating that it had been issued, ***** customer service for the mastercard denies such refund, I have it in writing. I just want my $500 back, or for them to purchase this automobile back.

  Business response

  03/04/2022

  The guest has been fully refunded.

  There was a glitch with the credit card system.

  Fairway has refunded the guest 3 different times totaling $1500.00 we are now waiting on the guest to refund Fairway the $1000.00 that was over refunded. 

  Business response

  03/07/2022

  The guest has been fully refunded.
  There was a glitch with the credit card system.
  Fairway has refunded the guest 3 different times totaling $1500.00 we are now waiting on the guest to refund Fairway the $1000.00 that was over refunded. 

   

   

  Customer response

  03/07/2022

  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. Even though none of this was not my fault, Fairway Subaru refuses to give me an apology, for such disrespectful attitude Kent P*** spoke to me.  I will be returning the $1000 over refunded amount on 3/10/22 when I come to the dealership for repairs of the car. 
  
  Regards,
  
  ******* *****

*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. ↩