ComplaintsforHarrisonburg Ford, Inc

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12, I took my car to the Harrisonburg Ford dealership. They kept my car for four hours before telling me I do not qualify for the recall put on my car. After further investigation from another dealership and Ford corporate, I do qualify. I’ve had to drive a car that was completely unsafe for drive and it should have been fixed there

  Business response

  07/31/2023

  Good Morning Please review the attached Documents in the above PDF.  This is a Ford Motor Company document and what we pulled up in the Ford Corporate system. We run a detailed report through the Ford OSAIS system which is Ford Corporate as she refers to.  Keep in mind, it is in Our best interest to fix a car, it is how we get paid. So, if the Focus would have qualified for any repairs when we ran the Vin number. I promise we would have done it. The Factory picks up the bill and we get paid immediately.  As You will read,  the car is OUTSIDE of the miles that Ford EXTENDED the warranty coverage. Normal Powertrain warranty is 5yr or 60K miles. The extended coverage is 7 years or 100K from the in-service date. She stated that this was a recall, that in FACT is not true. This is a Customer Satisfaction Program ***** as You will read in the Documents provided.  The Customer stated she was her on July 12 and Our records reflects that. Just Fri July the 21st 9 days later her father was here and ask if we could trade her focus. The car in question was not present. We offered to try and help trade the car sight unseen. Her father sent her out to the field where it was parked and said not drivable at that time to send Us pictures. We offered a number to try and help. However, due to a LARGE amount of negative equity based on what she owed, we were unable to assist them.   Recalls are reimbursable, with some exceptions. However, we do not get to determine this a dealership level. Fact, Her car is not under a RECALL, although a Customer satisfaction program. This program ended at 100K miles. She bought her car from an independent dealer Nov of 2022 with miles already well over 100K and the coverage already ended at time of purchase. I am  Thanks 

  Customer response

  08/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I’ve never denied what they said was wrong with the car. But there’s more to it that I DO qualify for that they didn’t mention. I did get a letter from corporate well after visiting the dealership. It was after I called them. I’ve also attached a photo of my fathers code reader. That code as well as an ECM code appears several times, which is the 8 codes pictured. This code has appeared since the day I returned from the dealership.My father did come to the dealership to see the value of a trade for my car, I won’t deny that either. It was done without my knowledge though. I didn’t know until he arrived at Ford. I turned their offer down because it was not worth my time. That is not however relevant. Yes, I am attempting to trade the car in because it’s not safe to drive. It jerks and stalls in the middle of the road. Nobody would want to drive that. And I’ve been told by the ford dealership that even with the transmission fixed, it is likely to happen again. THEY recommended me to trade it in during my original visit. I have the letter from corporate. That takes care of the repair problem. I’ll go elsewhere I no longer want that from Harrisonburg Ford as I no longer trust that they have my best interest in mind. All I want is a refund. I feel that they did not correctly diagnose my problem, which was the cause for the diagnosis fee. Regards, ******** *****

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had my car towed to my local ford dealership about two months ago. I had $1600 in brake work down to my 2013 ford edge. While I was dealing with this company to get my car fixed I became very frustrated and aggravated with the lack of communication and customer service skills. When I arrived about a week later to pick up my car I was approached by the Big Dog as she put it "Owners Daughter" to talk about a solution to the lack of communication and customer service skills. Her solution was to trade the car in, She said that when cars get age and milage that things start to go wrong. I responded with Shut Up. I don't want to hear that as a solution to the problems. She flagged me and told me I was not aloud back. Now today June 22nd 2023 I go out to start my car this morning and my car tells me to check brake system and brake fluid level. Upon checking my brake fluid reservoir it was found to be empty. So I called the local ford dealer to let them know what was going on as I have a 24 month 24,000 mile warrantee on the parts and work done to the car. The service department supervisor ***** told me to take the car somewhere else. That I could not come back or bring the car back. They would not honor the warrantee. I informed her that it was unprofessional, and I was going to report it to the BBB. She laughed and said ok. I need something to be done about this. This company is so unprofessional and rude its not even funny. Customer should never be treated this way. What happened to keeping the customer happy? What happen to customer service and professionalism?

  Business response

  06/26/2023

  We unfortunately was left with no choice but divorce this customer. His individual actions and manner in which he conducted himself towards Our employee's will not be tolerated.  This is why we were unable to invite him back to relook at his issue. 

  Customer response

  07/07/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I reject their response because had they had proper communication and customer service skills I wouldn't have had gotten frustrated. They wanna make me out like I'm this horrible customer because I told the owners daughter to shut up. I was me being polite when your standing there downing my car trying to get me to trade it in instead of actually trying to address the real issues and concerns. Instead of placing all the blame on me the customer, Let's talk about your staff and how things were handled. I've worked customer service myself for many years myself. So I know how a good trustworthy business should be trying to resolve this issue. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Harrisonburg Ford has had my vehicle 3 different times from a leaking head gasket needing to be replaced to replacing the motor and now transmission or clutch issues. They have had my vehicle in total a year. They have yet resolved the issues and are trying to say since I have extended my warranty that it isn't there fault for the problems they have failed to fix. They had the car in the shop for a 9 months, to 5 months and who knows how long they will have it this go around. I have been nothing but nice and civil with the company but they're not putting the customer in there best interests.

  Business response

  09/19/2022

  His current issue is unrelated to previous issues performed. Previously we have replaced the engine and it was covered by his service contract. That extended service plan has expired by coverage limits. His new issue is the transmission and is not covered. Upon investigation we found metal shaving in the transmission, burnt fluid the clutch assembly was a burnt. Customer was informed with the estimate of repair and the customer stated he was not paying anything and was on going to contact Ford Motor Company. We offered the number for him to call the customer service center.  We gave priority to this customer and his issue. In addition to that we will not charge this customer for the diag. fee. Should Ford Motor Company be willing to offer assistance, we will be here to help!

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9, 2021 I replaced the clutches in my 2014 Ford Focus, Harrisonburg Ford replaced it and I paid $1668 out of pocket. When I purchased my vehicle in 2018, it was a Ford certified vehicle. There was a recall on 2014 Ford Focus for transmission issues and clutch problems. My car is now having the transmission jerking again. I need a reliable car to take my children to doctor appointments and to go to work. That is why I bought a certified vehicle. Here I am sitting without a car once more and I feel as if since this car has known issues and I already replaced this once I should not be held responsible for paying for this to be replaced again.

  Business response

  05/13/2022

  Good Morning,When the customer purchased the car. As she mentioned, it was a certified pre-owned. That gives her 7yr./100,00 from the in service date whichever occurs first with only a 100 deductible. Her Extended warranty can to a completion on 12-09-2020. She did not purchase any extended coverages to protect her investment beyond that. I looked and did not see that she has brought her car in since the replacement from March of 2021. Since she bought the parts and paid for labor on March 3, 2021 and the problem is found to be the parts we installed have failed, she has parts coverage for 2year/unlimited miles. Should the problem be something different she will be responsible for the repairs and check out amount. I can provide the Ford Motor company customer service number up on request.  Thanks

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car stayed at this dealership for seven months (Sept 2021-April 2022) due to staffing and supply chain issues for a warrantied part. I had to rent a car and eventually buy a car because they were not able to fix the maintenance issue on my 2017 Ford Explorer in a timely manner. I placed a complaint with Ford that was not addressed by the dealership. I talked with a service manager who was unable to address my concerns. Due to factors outside my control, I was left with a heafty bill of rentals, car loans without a car, purchasing a third vehicle, and no customer service or support from this company.

  Business response

  04/08/2022

  Ms ****** has been contacted since we received this issue from the BBB. Harrisonburg Ford has contacted Ford Motor Company with a warranty allowance request for rental reimbursement and car payment request for time down. There is no guarantee that Ford Motor Company will assist with this request. However, we have made the attempt on the customers behalf. Harrisonburg Ford is providing her with a check she will receive in the mail for fuel reimbursement. Ms. ****** was advised by Our service Mgr she will follow up with her with Fords decision for the above stated request. We sincerely apologize for all the parts back orders, delays and inconvenience this has caused. 

  Customer response

  04/09/2022

  The service manager stated she would submit for reimbursement of the purchase of the third vehicle due to the extended down time of the Ford Explorer. That is not stated in the dealership's response, however, the service manager stated that was not an option on the standardized form to request reimbursement and she would have to attempt a different route for that request. I would like to see that request submitted. I appreciate the collaboration and assistance from all parties to resolve this complaint. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me on the condition above.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******

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