ComplaintsforSewell Ford Lincoln

• Initial Complaint

  03/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been waiting on a **** Bronco Raptor for 2 years now. They tried to make me sign a shady piece of paper that states the Have first right or refusal. Then gave me an ultimatum charging me over what my order is for. Shady and unethical business practices. I have been accused of trying to flip the vehicle and have been insulted by the sales staff at Sewell **** of Odessa. I am a paying customer, wanted to seek legal counsel to before signing a right of refusal and now they have changed saying only way I can buy my order is for $20k over MSRP.

  Business response

  03/07/2023

  We are working through solutions to this issue and have a time set for Thursday to discuss the solution. I assume this complaint was done before **** and I talked.

   

  To clarify, the document we needed signed is recommend by ************** Should they client want to sell it, we get first right of refusal. We will buy it back for what the client paid. Should we offer less, the client is free to sell it. See attached.

  There is no timeframe on this document. My team was confused, because we have another Document for a **** GT, that has a 2 year timeframe. They stated that the timeframe was 2 years on this document, which was incorrect.

  Based on my investigating both internally with my team and outside of the organization, it does appear that the intention was to flip this Bronco for a profit.

  Thank you,

  ****

   

   

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see the attached word document, 'BBB Sewell Midland' for a thorough explanation of the events that have transpired. This BBB complaint is to serve as an official complaint against Sewell Midland for poor business practices, lack of communication, neglectful practices with official documentation and overall, an extremely poor customer experience. I still have not had my requested resolved.

  Business response

  09/02/2022

  *****,

  My name is ***********************. I am the General Manager for the Sewell Family of Delaerships. I have opened an investigation into these issues. I or ********************* (GM of Sewell Midland) will be in touch soon. I am very sorry for the troubles we have caused.

  Thank you,

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

   

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently made an appointment with Sewell **** to troubleshoot the reverse parking sensors on my 2020 F250 Limited 4WD. Please note that the consumers F250 was purchased new with 990 miles prior to relocating to Midland for my job and the dealership refused to cover the warranty repairs under the nationwide **** factory warranty. Please reference the first attached pdf for the full description of events that took place between Sewell **** and the consumer. The second pdf contains pictures of the rear bumper bolts comparing the bolts and locations of the consumer's 2020 F250 to a new 2021 and 2022 F250 sitting on the dealer's lot.

  Business response

  11/29/2021

  Hello and thank you for reaching out.  Please see the attached invoice regarding the customer's concern.  You will see the customer's concern on repair line 1. Guest reason for visit  It reads "Customer states the parking sensors in the rear of the vehicle have never beeped since the vehicle has been owned brand new. Guest states a message comes up on the *** that states park aid not available. This concern is constant and happens as soon as the vehicle is started. Report."  

  Under that concern you will read our technicians findings which are thorough. 

   

  As you continue on the invoice you will see customer's concern 2. Guest reason for visit  "Customer states the passenger rear brake seems to be squealing intermittently but all the time, rather moving forward and braking at any speed or whenever reversing and braking at any speed. Report."

  Under that concern you will read our technicians findings. We were unable to replicate the concern. Please also note that we gathered more information about this concern from the customer in effort to find the problem.  The extra information was - "he said the brakes will do the noise whenever its warm outside like today and is driven about 15 miles. He feels they may be glazed over."  We performed that sequence and we were unsuccessful in re-developing the concern. 
  

  At this time we will offer a one time goodwill repair of the reverse parking sensors and wiring harness as quoted for $1,450 to resolve the customers concern. 

   

  Customer response

  11/30/2021

  Complaint: ******** reject response for the following reasons:

  
  

  1).  Sewell **** contacted the consumer and informed me they were working with **** to diagnose the rear parking sensors.  *** service advisor informed me and my wife via speaker phone that it could take 24 - 72 hours to receive a response from ****.  All was fine on Friday November 5th when Sewell started diagnosing the rear parking sensors.  I don't think it was coincidence that the consumer received a phone call from the service advisor almost 72 hours later on Monday November 8th informing the consumer that the parts would not be covered under the factory warranty.  A thorough technician would have brought any evidence of potential tampering with the rear bumper to Sewell ****'s attention prior to starting diagnosing the rear park aid sensors.  Again, this issue was never mentioned or brought up to the consumer on the Friday phone call.

  
  

  2.)  Sewell **** wants me, the consumer, to purchase the most recent part numbers recommended by ****.  Sewell **** is trying to convince the consumer that the rear parking aid sensors, the parking aid sensor wiring harness and the rear bumper are the wrong parts because Sewell **** is only considering the newest part numbers recommended by ****. Sewell **** is not considering the part numbers that supersede the newest part numbers recommended by ****.  *** part numbers that Sewell **** recommends are as follows:

  LU5Z15K859A - 4 new rear park aid sensors, price $51.27 * 4 = $205.08

  LC3Z15K868A - wiring harness for the rear parking aid sensors,  price $83.67

  Total cost of parts w/tax:  $312.57

  
  

  Sewell **** is also including the cost of a new rear bumper to accommodate the most recent parts numbers recommended by **** brining the total to $1,450 with installation.  Sewell **** is trying to convince the consumer that a new rear bumper is required for the repair to accommodate the latest rear park aid sensors that **** recommends: LU5Z15K859A.  LU5Z15K859A  only fits 2020 - 2022 F250/F350 Super Duty, therefore, requiring the consumer to purchase a new rear bumper.  

  
  

  *** diagnosis of the rear parking aid sensors does not require a new rear bumper as the following parts can be purchased to work with the factory bumper.  HC3Z15K868A is the part number for the rear parking aid system wiring harness that supersedes the recommended replacement part by Sewell **** (LC3Z15K868A).  HC3Z15K868A fits a 2017 - 2020 F250/F350 Super Duty; therefore a new rear bumper is not required for this replacement part.  *** consumer can purchase HC3Z15K868A today online, therefore, Sewell **** should have access to the same replacement part from ****.  HC3Z15K859A is the part number for the rear park aid sensors that supersedes the recommended replacement parts by Sewell **** (LU5Z15K859A).  HC3Z15K859A fits the following: 2015 - 2020 F150, 2015 - 2021 F250 Super Duty, 2015 - 2020 F350 and 2015 - 2016 F450; therefore a new rear bumper is not required for this replacement part.  *** consumer can purchase HC3Z15K859A as of today online; therefore, Sewell **** should have access to the same replacement part from ****.  

  
  

  Sewell **** is only focused on the newest part numbers recommended by **** and is not considering the part numbers that were originally installed from the factory.  Sewell **** can make extra revenue for their dealership by convincing the consumer that the newest part numbers are required to fix the rear parking aid sensor malfunction.  Sewell **** started diagnosing the rear park aid sensors and starting speculating that the wiring harness, the rear park aid sensors and the rear bumper were replaced because they didn't match up with latest recommended parts from ****.  Sewell **** refused to track down the original part numbers that were used to build the consumers truck when I asked them.  Sewell **** is looking out for the best interest of their dealership by trying to convince an educated consumer that all new parts are required to repair the rear park aid sensor malfunction.  *** fix for the rear park aid sensors will consist of a new wiring harness (HC3Z15K868A) or a combination of a new wiring harness (HC3Z15K868A) and new parking sensors (HC3Z15K859A).  A new rear bumper is not required to fix the rear park aid sensor malfunction. 

  Regards,
  
  ***************

  Business response

  12/08/2021

  Good morning.  Customer is correct, the bumper will not need to be replaced.  This was a miscommunication between Sewell to customer.  Only the sensors and harness will be replaced along with new insert clips for the sensors. Sewell **** is interested in repairing the customers vehicle so that the reverse sensing system works as designed. We will be able to install the correct parts on to the current bumper and we will be performing this repair at no cost to the customer. 

  Customer response

  12/10/2021

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

*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. ↩