ComplaintsforLewis & Clark Ford

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used 2015 F 150 from Lewis and Clark Ford on May 6th 2023 for $26,200. At that time I was aware of the work that had been done to it and was happy with it, but I had asked if there was any warranty on the truck and was told no EXCEPT on the work that had recently been done to it by a "master technician". At that time I asked for a warranty paper and was told that there wasn't one and that they would have it on record, and was told it was 24 months or 2 years on the work they recently done, so I agreed and wrote them a check for the pickup. Four days later the engine was leaking fuel so bad that it wouldn't even start, so I contacted the service manager and they said they would try to find a tow truck. As the days went by and myself without a vehicle I decided to call back again and they still hadn't found a tow truck. All I kept getting told was that the service manager was going to talk to his manager. A week has gone by so I called again and asked if I found a tow truck if they would pay for it and the service manager said he would have to talk to his manager again. Another day went by and I called again asking if I could just take it to my local shop a mile down the road and at that point they said they would pay for the tow and diagnostics on the fuel problem (safety issue). The owner of the shop found the problem which were o-rings on the fuel injectors and he told me it wasn't put back together right so I showed him the papers that they had sent to me(attached). I was told at that point that Lewis and Clark had all of that apart and should have been fixed. The owner of the shop called and e-mailed the estimates to lewis and Clark ford and to this day still hasn't heard back from them whether to fix or not. Myself without a vehicle and 3 weeks later I told my local shop to fix it and send them the bill and maybe they would call him then. As of today I haven't heard anything from them and neither has the owner and I recieved the bill AGAIN 30 days OD

  Business response

  07/18/2023

  The repair facility was contacted via phone on 7/14/23. A credit card payment was issued and the invoice was paid in full. 

  Customer response

  07/19/2023

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My son, Jake ********** and I have a 2013 Ford F-150 truck. The truck was making a noise, somewhat of a ticking noise. We took the truck to Lewis & Clark Ford ** ******* ** on Friday, December 16, 2022. He left the truck there for them to look at. They had told him it was the timing chain and would cost $******* to fix. They called him back a couple of days later and told him it was going to be $*******. They called Jake on Friday, December 23, 2022 and told him the truck was done and he could pick it up. He picked up the truck later that day. We paid them a total of $*******. He drove the truck home and it continued to make the same noise and also shook terribly. He called me and told me the truck was in the same condition if not worse. I told him to come pick me up and let me ride in it. He picked me up and it was definitely the same if not worse. Lewis & Clark Ford was already closed for the day. I called them right away that next morning, Saturday, December 24, 2022. I spoke with Brent ********, Service Manager and explained to him what the situation was and that we just paid them a lot of money and nothing is fixed and it is worse. Brent said to bring the truck back in and they would look at it again on Tuesday, December 27, 2022. Jake dropped off the truck by noon that day, the 24th. Jake and I stopped to talk to Brent ******** on Wednesday, December 28, 2022 to check on the status of the truck. He then told us it was really cylinder 4 not firing. It was not the timing chain as they had told us and charged us $******* to fix. Brent said they would order a coil to fix it and there would be no cost. I asked him about all of the money we just paid him to fix something that didn't need fixed. He said he would need to talk with his boss. On December 29, 2022 Brent ******** called Jake and told him that they test drove the truck after fixing and the motor froze up. They still have the truck, needs a new motor.... Have more details, but am out of room to type....

  Business response

  01/19/2023

  The vehicle arrived at our dealership with a concern of an internal engine noise. The noise was diagnosed as coming from the timing components which are located at the front of the engine. An estimate was provided and authorized by the customer. Upon completion of the repair it was determined that the noise could still be heard and the vehicle was returned for further diagnosis. During the diagnostic test drive an internal engine failure occurred within the #1 cylinder which is located at the front of the engine behind the timing components. The failure that occurred was one that had been developing over time and was not caused by any repair that we performed since we did not open up the crankcase of the engine. On 1/11/2023 a $**** reimbursement was issued to the customer to cover his prior expenses.

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have contacted the dealer on three occasions requesting an itemized statement of the work they did the second time they worked on the vehicle. We have yet to receive anything. We did receive an emailed invoice of the first work they did with a hand written note stating "This is most recent document I have. I can look into it some more but as of right now this is all I have". We have yet to receive any information as to what exactly they did to the truck when the drove it and blew up the motor. We would like to know exactly what work was done, who did the work, and what their credentials are. We are now without a running vehicle, for over a month now. If they claim that the failed motor had been developing over time, then why did they not contact us to advise of this prior to doing any work on it, either their first or second repair. We would like to receive the information requested above. We have tried talking with the service managers boss and received terrible customer service. He told us that we could not speak to the owner of the company regarding this matter and he hung up. Also, we are in the process of finding a motor and having it installed. We feel they need to make this right since this was due to their negligence.

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