ComplaintsforTown & Country Ford, Inc.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 09/25/2023 l purchase a Ram250 2018 from **************************** Ford.The truck had a noise and I was told that it was nothing,that they were going to fix it for me. We arrange and I took the truck for service and they didnt fix the noise on the truck now when I put the truck in R, when I am backing up theres a noise that maybe the transmission. I complained to them but,they are not showing a lot of interest so I feel very anxious because I dont want to pay $36,000 for a truck that is not in perfect condition like it should be.Please help. I want the truck in perfect condition if not they can take it back.

  Customer response

  10/19/2023

  The dealer call me and said they were going to fix the truck. I want to put this complaint on hold for now,

  

  Business response

  11/27/2023

  This complaint was received today 11/27/23 by Town & Country Ford.  Since the submission date of the complaint the customer has already been in for a repair on 11/22/23 prior to Thanksgiving.  The customer was wise in that they did purchase a *************** Contract, our TotalCare which is the most comprehensive we have available.  Being that his Ram is a Used Vehicle, it was purchased As-Is.  The mechanical repairs are covered by his VSC.  Any mechanical issues should be brought to the attention of the ******************* as he has already done.

  Customer response

  11/27/2023

   
  Complaint: 20750183
  
  I am rejecting this response because: I explained to him about the loud  noise on the truck when we put it in reverse and they didnt fix the noise problem. I took the truck once and he told me that the warranty company was going to *** me for taking the truck so many times, he use inappropriate lenguaje and was intimidated with his tone of voice.He told me from the beginning that nothing is wrong with the truck, we purchase this truck to haul a trailer and we have not being able to use it because it sounds like something is very wrong. He told us to take it to Dodge dealer and we will tomorrow but I feel that he need to fix the problem since he told me that he was going to from the beginning.

  The manager told me that I need to take this vehicle somewhere else after I 
  
  Sincerely,
  
  ***************************

  

  Business response

  11/29/2023

  I believe the customer taking it to a Dodge dealer is a great idea since it is a Ram 2500.  Our service department determined it is a normal operating characteristic with respect to the sound heard when shifting into reverse and the transfer of power the truck creates.  We have witnessed it in other makes including the Super Dutys that we sell and service on a regular basis.  Hoping to hear how the service visit at the Dodge dealer goes.

  Customer response

  12/01/2023

  I was told by the Dodge dealer that the noise is normal on a **** motor. l am hoping they are correct. Thanks for all the help. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped my car off on 6/8/2023. Was told it would be a few days before they could do diagnostics on it. 2 weeks later they finally did a diagnostics and I was told that it would be another week or so before I would have my car back. Part of the job was finished and done under and extended warranty. The engine repair was done under a warranty/ recall. 2 weeks later they still had not started on my car, said they were waiting on the part to arrive. Finally the part arrived and I was promised it would be another week or so before the car would be finished. On 7/12, I was promised it would be finished 7/17. On 7/17 I called and was told that they were sorry that it would be 2 more days that the technician was putting the engine back in the vehicle. Called today, 7/19 and talked to the manager as I have now had to reschedule multiple Doctors appointments since they did not provide a loaner vehicle and my warranty did not cover more than 10 days of a rental. The manager was very rude and told me he took the technician off my car to work on another car that had been there longer and that it does take 6 weeks to replace 2 wheel bearings and the short block of an engine. I informed the manager I have been lied to multiple times and he even tried to lie and tell me they were about to start on my car and when I pointed out that either him or his employee was lying to their customers because they were suppose to be putting the engine back in my car he back traced and said that it takes 3 days to do that and today is only day 2 so my car would be ready for sure 7/21. They all lie and the manager offered nothing to make it better.

  

  Business response

  07/21/2023

  It is ready ahead of schedule.  Please see cashier.

  Customer response

  07/21/2023

   
  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

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a gas cap for a **** **** Ranger on for a total of $25.23. I told the lady that the check engine light came on, and when checked said that was the problem. I told her the one I have does not make the clicking sound and she promised me that this one will and will work. I asked her 4 or 5 times and she basically told me the same. I do that to make sure we are on the same page. At least 3 or more times the light came back on and says the same thing about the cap. God Bless and stay safe. ***********************

  

  Business response

  03/15/2023

  ********************, purchased a gas cap 12/5/22, then came back in and we replaced it on 2/14/23 after he complained about his check engine light coming on and was certain it was the gas cap.  Our recommendation would be that he gets his vehicle checked out for the check engine light issue at a reputable source.  In the meantime, we will be more than happy to have him return the gas cap for a refund.  If he feels strongly that it is the gas cap, he may want to try a gas cap from another source.  On a **** **** Ranger, there is not a way to know without proper diagnostics the true reason for the check engine light.

  Customer response

  03/16/2023

   
  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

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our wheelchair van would not start on 8/22/22. We had it towed to Ford Town and Country that day and we were told the would be able to look at the van in 3-5 days. On Friday, 8/26 they had not looked at it. On Monday they had not looked at it. I called on Tuesday 8/30 and left a message with ******* explaining that we would like to know what is wrong with the van as we have a daughter in a wheelchair and this is our only mode of transportation to take her to doctors appointments or even be able to leave the house with our four other children. ******* called me back 8/30 and stated that they were going to try and get it in the garage to look at it and try to call me back that evening. No one called. I called Wednesday afternoon and left a voice mail, which he promptly returned and said that the van was still in the lot and it was blocked in by a lincon with no wheel, but the thought the car got towed and they would be looking at my car that day (8/31), and to call back 9/1 and he would tell me how long it would be for the repair (and what is going on). I have called today, 9/1/22 and at 3pm I have not heard back. I cannot take my daughter anywhere, they will not communucate with me, and this is causing extreme hardship on my family to be without transportation for seven people (and one who needs a wheelchair). Thy have had my car for 11 days and to my knowledge not even looked at it.

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/09/05) */ Customer dropped off 2015 Transit with low fuel pressure issue. Vehicle needed fuel pump pressure parts, also had a recall campaign. While waiting for available technician, we ordered needed parts to repair vehicle and complete for customer. Customer picked up 9/2/2022 once vehicle was completed. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get my van back, and for that I am grateful, however, Ford T &C did not even look at my van until I complained to the manager on 9/2/22, after having my van towed to them on 8/22/22, 10 business days after it had been sitting in the lot. This was after a week of calling and being told they would look at it that day only to call back the next day to be told they did not get to it. The communication of the service rep was horrible and he was not forthright on many occasions. I have no doubts if I was not the squeaky wheel and had not gotten the manager involved that my van would still be sitting in the lot untouched. While technically this is resolved, they kept my wheelchair van for two weeks for an issue that took them less than a day to diagnose, order parts for and repair, after we were initially told they would look at it in 3-5 days. Business Response /* (4000, 9, 2022/09/07) */ I am sorry for the time it took to complete the repair. It is never our intent to keep a customer's vehicle longer than necessary. The sooner we get a customer's vehicle completed the sooner we can work on the next. We do our repairs based on 1st come 1st serve and not all technicians can perform all repairs. They have certifications and specialties for which repairs are given to them. We are sorry for the delay.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I left my car w/Town & Country Ford service near the end of June because of an engine issue (under warranty and common in this model). It is now mid August, and I finally got news this afternoon that my car was ready to be picked up, not by the service department calling to let me know, but rather myself and my father calling almost weekly for updates since dropping off. However, when I arrived to service today, the cashier told me she couldn't find my ticket and called in a manager to help. He came out to me and explained that while they were finishing up my car this afternoon, they hit the exhaust pipe and broke it. We will now be waiting who knows how long for the new part to come in and be installed- he was not able to give me an estimate. No one called me before my arrival to service to notify me it would no longer be ready today. Not only this, but throughout this entire process, I have been talked down to by almost everyone I've spoken to there. Most notably,**** ********, my service manager, who on one of these many phone calls just told me "nope. No update. No idea when." Full stop. No apology, not even a full sentence. My car had not even been looked at at this point, and it had been a full month since I had dropped it off. Not according to**** though, who argued with me about when I dropped it off. Unfortunately I have the tow truck charges on my credit card to prove my case. Then, a week later I asked my father to call for an update for me because I was so frustrated with how I had been treated. They told him the car had already been looked at, diagnosed, parts ordered and arrived, and would be ready in a week. I was also told by multiple people there that there was no rental or loaner program, only to find out that there was, because the woman who's in charge of warranties told my father. I have spent $1000+ on rentals. I feel like I have been lied to, jerked around, and disrespected by the service department because I am a polite girl in my early 20s.

  

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */ Miss ******** picked up vehicle on Saturday as it was completed. There were a great many parts involved in that repair, took up more than a page. Our warranty administrator advised Miss ******** on what was needed to submit and get some relief for the cost of the rental. She has her contact information.

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