ComplaintsforJohnson Brothers Ford Lincoln

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product Involved 2021 **** ESCAPE S Name of Company **** VIN# IFMCU9F67MUA45500"Date Incident Occurred 05 NOV 2021 Purchase Date 04 AUG 2021Amount Involved $37, ****** Company Phone Number ************** Company Name Johnson Brothers Ford Company Address ********************************************************** and Zip "**************** **** is neglecting my safety concerns on my 2021 **** escape. There has been a recall on the breaks my car has started to shake a little when i break, every time i break my car jerks and it is extremely loud almost sounding like something is grinding together. I have tried to get this issue resolved multiple times and all they say is that It is what it is, and it is a design issue on ****s part, and that they do not make that vehicle like that anymore. I have expressed to them my concerns over and over but i just keep getting shut down when i take it in to get serviced. They said they can not do anything for me but the issue is still there. On top of that there has been 8 recalls on my vehicle and I am genuinely concerned for me and my family's safety. I do not want to drive a car that was designed poorly with an increased risk of crashing.

  Business response

  02/16/2023

  The following is in response to a BBB Complaint filed by ************************* regarding a 2021 **** Escape S. 

  The first service record we have regarding *********************** 2021 **** Escape is dated 05/02/22.  The vehicle was brought to us to complete Recalls 21C31 & 22S21.  21C31 required our dealership to replace the front brake pads and 22S21 required a visual inspection of the right-hand engine oil separator.  At the time the right-hand engine oil seperator appeared to be intact with no cracks or leaks found.  At this time, the vehicle had ***** miles. 

  On 9/22/22, ************* brought her 2021 **** Escape to our dealership stating that her brakes were squealing.  We test drove and confirmed a minor squeal.  Upon further inspection we found a build up of brake dust.  We blew out the brakes and rotors, test drove the vehicle and confirmed the brakes where no longer squealing.  At this time, the vehicle had ***** miles. 

  On 9/27/22, ************** brought her 2021 **** Escape back to us stating the brakes were still squealing.  At this time, we test drove to confirm the noise.  We removed the wheels and inspected the callipers and rotors.  We found no leaks but did find heavy glazing of the rotors and pads.  We resurfaced front and rear rotors, replaced the brake pads and applied anti squeal to pads.  We test drove to confirm that vehicle was operating as it should and squeal was gone.  This work was completed at no cost to customer.  At this time, the vehicle had ***** miles.  

  On 12/07/22, ************* brought her 2021 **** Escape to us stating the vehicle shakes and shudders when slowing down.  We test drove the vehicle and were unable to duplicate the concern.  At that time, we returned the vehicle to the customer.  The vehicle had ***** miles. 

  We have confirmed that **** Motor Company recently issued a new recall that will effect *********************** 2021 **** Escape.  Recall 22S73 requires a PCM reprogram and drain tube installation. At this time, **** Motor Company has not given any dates as to when necessary parts will be available.  

  I am sorry to hear that ************** has had continual problems with her 2021 **** Escape, and would very much like the opportunity to work with her try and rectify her ongoing brake issues.  I am happy to set an appointment with our ****************** at her convenience.  Please reach out to me directly at ************ or ****************************************.  

   

  Thank you, 

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

  General Manager 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My *** Module Went out in December on my 2018 **** Focus I brought my car into the shop when they finally looked at my car they assured me it was a different sensor causing the issues. I accepted it and paid for the service. Not two week had gone by when my car was doing the same issues. I then called them up and was told I had to wait another three weeks to bring my car in. Afterwards they then said that it was indeed the *** sensor. I explained now that I was frustrated because just barley a month ago I spent almost $700 repairing my car and asked if they would fix what I asked them to do in the first place. they then said they do not guarantee there work and will fix it for another $900 I was then told that I could come pick up my car, but nobody in the area could fix it besides them. Sadly this is partly true because it is a specified piece and from what I found only the **** dealership can ************* up. Whats frustrates me in this experience is that I told them from the start that it was the *** and they would not replace that part from the beginning. instead they tell me to fix another part the ultimately was not the issue.

  Business response

  04/19/2022

  Hello ************,

  Thank you for taking the time to share your concerns.  Im sorry to hear of the issues youve had with you **** Focus and our Service Center.  Ive taken some time to review your previous service history with our dealership, as well as spoken with the Service Manager and technician familiar with your repairs.  Ive determined the following. 
  

  On January 25, 2022 your Focus came to us with several drivability concerns.  While in the shop, our technician pulled several codes that indicated there was an issue with the either the Clutch A or B Position Sensor Actuator Motor.  After further diagnosis, we found the internal fault was with the ********************** The ***************** Sensor was replaced.  The vehicle was road tested and found to be performing correctly with no further issues.  The cost for this repair was $680.59.  At this time, the Focus had ******* miles. 
  

  On March 14, 2022, your Focus was brought back to us with ******* miles, and again the had issues with drivability.  While performing diagnostic testing on the Focus, our technician determined that the *** was bad.  After the replacement of the ***, the technician was unable to reprogram due to a clutch actuator fault.  At this time, it was determined that the Clutch A Position Sensor Actuator was bad and required replacement.  We informed you of our findings and replaced the Clutch A Senor with your approval. 
  

  While the three repairs completed on your **** Focus are related to the transmission and clutch, they are three separate repairs.  The parts used to repair your vehicle do come with a 12 month/ 12 mile warranty.  This warranty would cover the replacement of the same part in the event it fails during within the first year or ****** miles, whichever comes first.  In your case, the *************** replaced during your first visit did not fail and was not the reason for the drivability issues you experienced in March, therefore there was no warranty or guarantee of service that wouldve covered the second repair. 
  

  I can certainly understand your frustration, and again apologize for the ongoing issues youve had with your 2018 **** Focus.  As a good-will gesture, Id like to offer you a refund of $700 to offset the expense of the repairs youve incurred.  If this is a suitable solution, please let me know, and I will have a check issued and mailed as soon as possible. 
  

  Thank you for taking the time to share about your experience.  I hope hear from you soon.
  

  
  Sincerely,

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

  General Manager

  Customer response

  04/19/2022

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

*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. ↩