ComplaintsforMiracle Ford, Inc.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in Oct of 22 and found out that the carfax was inaccurate. The car had been damaged more than reported. Notified the dealership in Feb of 23 and they offered to make it right with me. I have since been waiting on them to do this and to call me back. I have called multiple times and left my number and never got a call back. They asked me what I wanted done and we came to an agreement of what they could do. This is the second time I have posted to BBB about this situation and the first one has been removed for some reason. I just want the business to do what they agreed to do.

  Business response

  08/05/2023

  *******, 

   *********************** I am aware had spoken with you back a few months ago. He is out of town and should be back in the office week of 8/21. We will get the message to him asap to reach out to you once he arrives. In the meantime could you send me an email to ******************************************* explaining what he had spoken to you about in regards to assisting. Thank you

  Customer response

  08/12/2023

   
  Complaint: 20377549
  
  I am rejecting this response because: I have sent an email per your request and still havent gotten a response. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a PDF with a full timeline - here is a brief description of the issue... We took a vehicle that was 10 days old to the body shop due to an accident with a deer on Feb 21st. at the end of May after getting told many different stories we went to see the car - it has been sitting outside getting wet on the interior since the body shop removed the windows. They completely admit fault due to a manager that has since left.... however their resolution is to hire a third party to remediate the water damage - we were told going as far as to removing carpeting. However this does not address all the electrical and the safety sensors that could be damaged due to their negligence. They will not discuss any other options to make this right, again after completely acknowledging their errors. This vehicle was 10 days old when we took it to them, we took it right from the dealer the day after it arrived off the truck. It is a 2022 *********. We want a new vehicle - we did not damage the inside and it is inexcusable it was not covered this entire time.

  Business response

  06/27/2022

  Business Response /* (1000, 14, 2022/06/20) */ Ms. ********, Attached you will find the mold inspection we promised on your vehicle. Per the report, there is no indication of water intrusion to your vehicle. We are confident the vehicle will be repaired to specifications and to your satisfaction. Should a problem with our work arise, you can count on us to make things right. Since there is no evidence of water intrusion, in the future; should a problem arise with the sensors, we will not be held liable. However, if something should arise, you may take the vehicle to your local Kia dealership for work that maybe covered under the manufacturer warranty. We stand behind our work 100%, this you can count on. We look forward to delivering your car to you and trust this matter is now resolved. Should you have any questions or concerns, as always, I am here to help. Sincerely, ****** ******* Consumer Response /* (3000, 16, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) My original request was completely ignored, I have been asking since day about the electronic and sensors, that has been our main concern. *ven prior to ****** submitting this response to the BBB I addressed the issue that the ************* company did not check for water intrusion - he said they did - emails below from the company state he is not correct. We are getting absolutely nowhere, and running around in circles - ****** is giving false information. It is very frustrating, because I believe we came up with a very amiable comprise since they would not agree to replacing the vehicle - however they have not even responded to this. They state they are not liable for water intrusion because their report indicates there was no water intrusion.... This is 100% FALS* - this again is confirmed in the emails below. We have two very simple solutions to this problem - all we ask is that we have in writing something that will answer us. Solution #1: *verything you have agreed to do in the letter dated and signed on 6/9/2022. **** will pay no money out of pocket for any repairs Miracle Ford will continue to pay for the rental vehicle as they originally stated they would do until the vehicle is complete. If at anytime during the original manufacture warranty, there is a defect that is not covered by ***** warranty due to any discovered water damage Miracle Ford will cover all cost to cure. We agree that there will be no negative media of any kind regarding this issue and will resolve the BBB complaint as a satisfactory outcome. Solution #2: Purchase the vehicle from us for $50,000 and keep all money already paid by insurance. ************************************************ *mails to ***** ************* regarding the mold report that ****** from Miracle mentioned. On Mon, Jun 20, 2022 at 2:42 PM **** ******* <********@******************.com> wrote: Not necessarily. If water intrusion occurred, it could have been dried before mold had a chance to grow. On Mon, Jun 20, 2022 at 2:40 PM ***** ******** <**************@gmail.com> wrote: If there is no presence of mold does that indicate there was never water intrusion? ***************************************************** On Mon, Jun 20, 2022 at 10:36 AM PM **** ******* <********@******************.com> wrote: It was only a test to determine if mold was present or not. If you have any questions please do not hesitate to contact me. Thank You **** ******* ***** ************* ********, LLC *** ******** Road, Suite * **************, TN XXXXX XXX-XXX-XXXX office XXX-XXX-XXXX cell ********@******************.com On Mon, Jun 20, 2022 at 2:40 PM ***** ******** <**************@gmail.com> wrote: If there is no presence of mold does that indicate there was never water intrusion? Thank you - I truly appreciate your time. ***** ******** Business Response /* (4000, 22, 2022/06/24) */ Since we are operating on a "what if" situation there is no way to determine without a fact that water did not enter your vehicle. At this time, everything on the vehicle is working as it should. We promised to repair the vehicle to specifications and we will do so. I want to point out that when shopping for a vehicle the number #1 way to spot water damage to a vehicle is the smell of mold and musty in the vehicle. If the vehicle received significant water inside there WOULD be a musty/mold smell. Since all the components are in working order, and there is no indication they wouldn't be, there is not much more that can be done. I offered the report for a piece of mind so it would assist in easing your concerns over the matter. It was not intended as a weapon for you to use to attack my character and knowledge. I have been in the car business for over 25 years and would like to think I know a little bit about the situation at hand. I'm sorry you feel nothing we do is the right thing, but this is the only thing I can offer to you since, like I already stated, there is no evidence of any of the components in your vehicle not working. As far as Miracle is concern this case is closed.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********** set up with Miracle Ford for my car to be fixed after a wreck on 2/22/22 due to flooding. I took my car in on March 10th. After the initial estimate, the shop told insurance once they looked it needed suspension work so insurance approved the parts and I was told that my car would be ready on ***** 8th. On that date it was not ready and I was told another week. Every week since then, I have been told a different date that it would be ready and every time I am given another reason why it is not. I was told on ***** 15th that Miracle had already been paid approximately 3 weeks prior. They painted it the wrong color, not once but TWICE and then when it was supposed to be ready this past Friday I was told that the wheel had to be replaced. The manager of their shop sent me pictures of the paint being wrong and you could tell in those that the wheels had not been repaired. The insurance adjuster supervisor told me the wheels should have been taken care of first thing. Also, they had to send my car to another car dealership to have something done because they couldn't figure out how to do it. Today I get told that the other dealership said there was a strange noise coming from the suspension that Miracle Ford told me that they fixed. My insurance only covered 30 days of rental and I had to pay taxes on that. I can't afford to rent a car on my own so I have been having to get rides or borrow a vehicle to get to work. I have spent hundreds on gas during all of this and here I am again this week with no idea if I'll ever get my car back and no ride to work unless I borrow a gas guzzling vehicle from my parents again. They have waived my deductible which I was grateful for but at this point I feel I should be compensated for all the money I have lost in gas trying to get rides and borrow cars because Miracle Ford would not give me a loaner or finish my repairs in a timely manner.

  Business response

  05/11/2022

  Business Response /* (1000, 6, 2022/05/05) */ All repairs have been completed and the vehicle delivered. Fuel compensation has been offered to the customer as well. Consumer Response /* (3000, 9, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unless they are counting the deductible being waived, no money was offered for gas compensation. If that is what they are talking about my deductible was $400 and I spent $560 in gas after the rental was turned in. Business Response /* (4000, 11, 2022/05/09) */ We offered fuel compensation to put gas in the customers vehicle that is it. not fuel $560 worth of fuel. We already paid the $400.00 deductible plus adding fuel to the vehicle. any questions the customer can text me at XXX-XXX-XXXX and i will make arrangements to fuel the customers car. AS far as Miracle is concerned this case is closed.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our vehicle was in a crash on 2/7/22. I chose Miracle Ford for our repair shop thinking that the dealer would be our best choice in getting our 2019 F-150 repaired, which we bought new. Since our car has been at the auto-body shop, we have had nothing but issues and delays from Miracle Ford. The original supplement was issued from our insurance to Miracle Ford on February 22, 2022. The autobody shop proceeded to ask the insurance for a second supplement for additional damages found upon another appraisal, to which the insurance issued on March 16th. I called Miracle Ford on March 18th to ask about the supplement being received and where that had got to in the process of the vehicle, to which they could provide me no information and stated that the person who was responsible for our appraisal was out of the office, and they would not be able to help me until he was back in the office a week later. The also originally stated they were never issued a second supplement by the insurance, which was incorrect. After our appraiser at Ford arrived back in the office, and I was told a third supplement was requested by the insurance. Our insurance denied this request because Miracle Ford requested supplement for parts and labor that were totally inappropriate. During this entire time, Miracle Ford still had not even taken our truck apart yet for a full appraisal of all the damage. Current damages from visual inspection were approximately 30,000. I was notified 2/28 that our vehicle was going to be submitted as a total loss, and we were waiting on Miracle Ford to submit it as a total loss to the insurance. It is now April 6th, nine weeks after the accident. Miracle Ford has still not submitted our car for total loss, and we have not been issued payment for our loss from the insurance. I have also called multiple times and either no one has answered the phone, or I was told someone would call me back and no one has reached out to me regarding this issue.

  Business response

  04/27/2022

  Business Response /* (1000, 8, 2022/04/20) */ To whom it may concern, We deeply regret Ms. ***** loss of her vehicle,and acknowledge her aggravation with the slow pace of the process. Miracle Ford Collision always strives to provide excellent customer service and satisfaction in all situations and are saddened to hear of this complaint. Unfortunately for the customer, we feel that most of her dissatisfaction with this vehicle loss process lies with the slow pace and/ or lack of responses from the ********* ********* Company. This lengthy back and forth with ********* (who is working thru a 3rd party, independent appraiser) impacted our ability to provide the customer with timely information, due to our inability to obtain any. Please be aware, this vehicle was severely damaged, with the left side sustaining heavy impact, and the rear suspension nearly being ripped out. As we dived deeper into this job it became apparent that the vehicle may be a total loss, and from that point on we have to stop and wait for insurance approval or denials. ********* initially wanted to press on forward, while we were reluctant to proceed with repairs as our estimates showed being past the total loss threshold. Finally, ********* advised us that the vehicle was a total loss. It did take some time though. We regretfully acknowledge and apologize for this delay. We always proceed with caution in these sorts of situations, when it comes to discussing potential Total Loss situations with he customer, as this can be a sensitive conversation that really needs to be between the client and her/ his insurer. I have attached a log of all of the communications regarding this customers vehicle. Please take notice of some of the time delays waiting on responses from the insurance, especially toward the end of the process. It runs into the weeks at a time, and several times it is noted that customer understood this. I have also notations of where it appears the customer was trying to make things happen on her own and take charge of the process, which unfortunately, again, is governed by the insurance company. In review of this outcome, we regret that we did not provide more timely communications with the customer during this process, to help them better understand the reasons for delays and/ or the lack of progress. We hope this explanation provides a little clearer picture of this customers grievance. Sincere Regards,

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Husband and I purchased 2021 Ford ******** from Miracle Ford on 8/07/21, it was the loaner car and the only ******** on the lot at the time for us to test drive. There were some minor issues, however over all the car looked and test drove fine. We went ahead with purchasing the loaner car; the dealership offered extra points for any service issues since it was a loaner car. After driving the car a week, we noticed there was a gap between what I refer to is seat coving and the seat, getting larger as the electronics of the seat were now exposed. I contacted our sales rep and told him about the problem and was told to bring the car in for service to look at. We decided to wait until the license plates arrived at the dealership so we could pick them up and have the car looked at during the same time. Early September 2021 we brought the car in, picked-up the plates and showed our sales person the issue. He had us drive over to the service bay, where we spoke with a person by the name of ******, explained the issue and she took a picture of the seat. We knew there were distribution issues in the country, however we hadn't heard anything about the part come early November 2021. I brought the car in for an oil change and that is when I met ** the service department supervisor/manager. He looked up the service record and told me the order for the part was never placed. It was started, however never completed. ** came out and took pictures of the seat and told me there was a plastic piece missing off the seat coving. He would place the order and let us know when it came in. Since that time, I still do not have a resolution to the issue and have placed several calls to service, with no response. I've emailed the GM, left detailed messages and still no response. We paid $47,621.04 for the vehicle.

  Business response

  03/02/2022

  Business Response /* (1000, 8, 2022/02/28) */ Vehicle has been repaired and customer is happy after last visit. Consumer Response /* (2000, 10, 2022/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The dealership contacted me and arranged to fix the issue with the driver's seat. As of 2/22/22 the seat was repaired to my satisfaction.

*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. ↩