ComplaintsforMagic City Ford Lincoln

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an F150 from Magic City in 2022. The vehicle currently has 6k miles on it and is still under warranty. I put my windows down today and the rear passenger window will not go back up. I called Magic City to ask if I could come in to get help with getting the window put back up and I was told no. The first appointment that they have available is at the end of October. With this being a warranty issue, I do not feel like I should have to leave the window down for a month and a half. My truck will not fit inside of my garage so it could easily be damaged during this time. When I purchased the vehicle, Magic City put a major scratch on the side of it when detailing it so I had to take it back to be painted. I did not complain. I feel like I should be getting better service from them now,

  

  Business response

  09/11/2024

  I am sorry to hear that we couldn't get you in.  I will pass this on to my service manager and have her reach out.  We have a limited number of techs that specialize in certain areas which can create a delay in getting in.  ******** will reach out and hopefully find a time to get you in sooner. Sorry you are having this issue.*****

  Customer response

  09/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vehicle from them,a month ago...they said they had inspected it and when it arrived...the tire pressure sensors was removed, causing the dash light to continually staying on and no spare tire....now I have called the ****. County Clerk, and they haven't paid the taxes or requested a license plate for me.I need these paid for and license plate requested

  

  Business response

  10/31/2023

  After researching your complaint, we have to use a 3rd party to do out of state dmv work.  The DMV work was sent out as soon as it was ready to the out of state DMV processor.  The 3rd party company has been in possession of the paperwork since the first of October.  My title clerk has been corresponding with them on a weekly basis.  Once this complaint was filed, we sent a copy of it to the out of state DMV company, and they have now processed the DMV work.  I am sorry for the delay.  Once it leaves the dealership we are at the mercy of the 3rd party DMV.  We do not ever want our customers upset and we try very hard to keep this from happening.  Please feel free to reach out to me directly if you have further questions.Thank you****** *****

  Customer response

  10/31/2023

  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.They  are right,about the dmv,but they've not reimbursed me for the tire pressure monitor systems,that was removed from tire,I which they said was inspected and the spare tire, that had been removed from vehicle  prior to me purchasing the vehicle.  Regards, *** ******

  

  Business response

  11/03/2023

  Good afternoon,After looking at the paperwork for this purchase, this was an as is purchase.  The customer signed multiple forms showing he understood he was buying as is.  As far as the spare tire is concerned, Ford replaced the spare tire in these vehicles with a mobility tire kit.I have attached supporting documents.Feel free to have Mr. ****** reach out to me ************ *** ***Thank you,***** 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 10th 2022 I paid a repair bill at Magic City Ford/Lincoln for an engine rebuild. Aside from 6 weeks of zero communication on the progress of my repair, it was a part of a class action lawsuit from 2020 for the exact reason I had to have a "short block" rebuild. In July of 2022 I received a recall notice from Ford Motor Company in the mail noting that if I had had an engine failure I could submit a claim for reimbursement The letter instructed me to take the original receipt/invoice to the dealer and they would submit it to Ford Motors. I called Ford's customer service in September for an update on the claim only to find out that it had not been submitted. The customer service person called Magic City and conferenced them in the call where they informed us that since there were 2 other small recall notices on the vehicle they were "going to wait until they were complete" (actual quote) knowing there was a deadline to file. I did have them perform the recall tasks and again on February 10, 2023 I called Ford Motor customer service for an update and Ford at this point have no record of Magic City having submitted any claim on my behalf as is clearly stated for them to do. Even though the filing deadline was November 30, 2022 Ford customer service called me back on February 13th telling me to resubmit the originals to Magic City along with case #***********. I am due compensation for this and the local Ford dealer was to be my advocate in this matter and have been nothing except absent. I have original documents in hand as well as notes. I know that big corporations are slow to process payouts so I hadn't pushed too hard.

  

  Business response

  02/27/2023

  Good afternoon, I have spoken with my service manager.  At the time this request was made she wasn't the service manager.  The service manager Mr. ***** dealt with is no longer with the company.  ******** went into Fords system where open cases are and the case number Mr. ***** is referencing isn't a valid case number.  Please ask Mr. ***** to double check his case number from Ford or call Ford Motor Company back to verify the case number.  Once we have a valid case number from Mr. ***** we can proceed with submitting the documents.  Mr. ***** is welcome to work directly with my service manager, ******** ****.Thank you, *****

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Magic city Ford November 4th,2021, I purchased the extended warranty signed a couple papers.By the time March got here I started to have issues with my car, because my car is a Honda; I decided 2 go 2 the Honda dealership they couldn’t tell me what was wrong with my car it was a 50-50 chance that my fuel injectors went bad or that I need a valve adjustment they decide to go with a valve adjustment first because it was a cheaper option I paid out-of-pocket for that because my extended warranty did not cover I did not know that my extended warranty didn’t cover external parts of my engine I was only told that purchasing the extended warranty would cover engine transmission etc. so that was an issue there. valve adjustments done that was not the issue 600 dollars down the drain.decided to leave and get a second opinion. 2nd opinion told me that they believe it was not my fuel injectors. I was told from that place that it was not a mechanical issue it was more of an electrical issue so I scheduled an appointment with someone who specializes in electrical issues once they diagnose my car they said it’s not an electrical issues it’s actually your fuel inJectors took it back 2 the Honda dealership and got my fuel injectors done that was the issue with the car the fuel injectors.however my extended warranty didn’t cover another 2000 and something dollars down the drain once I figured out that my extended warranty covered absolutely nothing I was on my way 2 the car dealership in my car stops working just to find out that my alternator went out I had 2 have my car towed I called the extended warranty number for roadside assistance for them 2 tell me that it was not covered so I had 2 call Another towing company to come and get my car 2 take. Original place where I Purchase the extended warranty didn’t know What 2 do so I have been back-and-forth back-and-forth with them sent my invoice to them no response I text the gentleman no response. refund tow

  

  Business response

  07/06/2022

  I am sorry to hear Ms. ******** is having issues with her vehicle.  When a vehicle has age and mileage on them, it is hard to gauge what problems you may encounter.  Ms. ******** purchased a 2 year 24,000 mile powetrain warranty when she purchased her vehicle from Magic City.  I have attached a copy of her contract showing the powertrain coverage would expire 11/14/23 or at 163,686 miles whichever comes first.  I have attached a copy of the brochure that shows all the covered components under this powertrain warranty.  I understand the frustration of purchasing a warranty and then the failure be outside of the coverage.   Ms. ******** does have towing coverage as long as she isn't outside of the warranty parameters that would pay for the vehicle to be towed.    I am happy to speak with Ms. ******** and review the documents I have attached.  Ms. ******** does have the ability to cancel her warranty and receive a prorated refund based on the time and mileage left on the contract.    Thank you, *****

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 3rd 2021, my daughter and I went to Magic City Ford to find a used car to buy for my daughter. ***** ****** at Magic City Ford  told her to test drive a 2012 Ford Focus **** ****************** with roughly 76,500 miles on it. She talked to him about any issues with the car because the last one she had (another Ford) had an open recall that we could not get the part for (during COVID times when chips and parts were very hard to get) and subsequently the recall failed and she ended up totaling the car. We were only told of the following recall: THE PCM SOFTWARE MAY NOT ADEQUATELY DETECT A STUCK-OPEN CANISTER PURGE VALVE (CPV) WITHIN THE FUEL VAPOR SYSTEM. However, the dealership failed to tell us about the TCM will go out and the one on her car has not been replaced, meaning that it would go out and would have to be replaced. They also failed to tell her that the TCM was under an extended warranty due to a multi million dollar lawsuit that had just been settle the year before. Furthermore, they failed to tell us when it does go out, that you will have to wait 8+ months to get the part to even try to fix the car because Ford fails to make enough TCMs to cover those on the wait list even 2 years after the known issue became known from the court. The buyer’s guide, dealers are to let you know the major mechanical and electrical components of the car and possible issues that can occur with the car. I believe an issue that ended with a lawsuit to the tune of multi millions should definitely be disclosed to the purchaser of the car so that an informed decision can be made. On June 14th, 2022 my wife reached out to the dealership where we purchased the car. The first person I spoke with was the Service Manager ****** *******, folled by *****, the General Manager. Please see the attachment for additional details

  

  Business response

  07/06/2022

  I have spoken to Ms. ******** prior to this email and I have also responded to a complaint from the Attorney Generals office.  I advised Mr. ******** to contact Ford Motor Company to seek assistance for the repair.   At this time I am working with Ms. ******** trying to trade her out of the car.  Please advise if you need more details. Thanks, *****

  Customer response

  07/11/2022

  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. At this time, the dealership is only offering $2k-$3k (they were still waiting on pictures of the car). This is a complete slap in the face after paying 2-3 times that amount in the sale. We did nothing wrong. We went to purchase a safe and reliable car, and was not informed of the HUGE safety issue with the Transmission Control Module known by the dealership for this car Regards, **** ********

  

  Business response

  07/28/2022

   Ford Motor Co. sets the warranty guidelines on their automobiles.  We put our vehicles through a complete inspection before they go on our lot to sell.  If the vehicle is not showing any signs of problems, we can't predict future problems.   We purchased the vehicle back from the ********s. Thank you, 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment to drop my 2021 Ford Bronco Sport off this morning for service (check engine light is on for the 2nd time and vehicle has less than 3,000 miles on it). It took me multiple calls before someone called me back to set up appointment and then appointment was over a week out. I was promised a loaner vehicle. When I dropped my vehicle off this morning, their system was down so they had no record of my appointment and did not have a vehicle for me. *** was very nice and said she would find me a vehicle is mine is not available this afternoon but this is not what I was promised. I have had issues with Magic City Service in the past and was hesitant to buy from them but I was guaranteed that the service department had improved but I am not seeing that. Also, I called and asked to speak with ******* *******, the manager of the dealership, and was advised he is no longer at that location. I do not believe that. I think that the receptionist was blocking me from complaining.

  

  Business response

  03/16/2022

  Good evening, I am ***** ***** the General Manager of Magic City.  I am sorry you experienced some issues this morning.  We are in the middle of a computer conversion and we are working through some issues.  We strive very hard to take care of our customers and sometimes we let you down.  The computer conversion on top of some key personnel not being with us has made for some challenges for sure.  I hope you will understand and not let this keep you from doing business with Magic City in the future.  I am happy to discuss this with you in person or on the phone so you will have my direct contact information.  As far as ******* *******, he is not at the dealership on a daily basis.  He trust that I can take care of the issues that arise and communicate them to him.  Please feel free to call me or email me.  ************ **** *** or my email address is **************************** Thank you, ***** *****

  Customer response

  03/17/2022

  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. The service department of Magic City was unable to determine why the Check Engine light was on when my vehicle was in the shop on Tuesday (3/15).  I was asked to bring my vehicle back in if the light came back on.  This morning, while driving to work, the light came back on.  I immediately took it back to Magic City.  The gentleman who assisted me was very nice and helpful but was still unable to determine why the light is on.  He thinks that it may be caused by a wire connector and stated that he will need to look closer at the vehicle to determine the exact cause.  He asked that I bring the vehicle back on 3/24 and promised to have a loaner vehicle for me.  If this is done as promised and my vehicle is repaired, then I will accept Magic City's response.   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. ↩