ComplaintsforFord of Kirkland

• Initial Complaint

  04/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In February 2024, I purchased a new **** Mustang Mach-E from Ford of Kirkland.My initial excitement about the car quickly waned after the purchase was finalized.The very next day, the sales manager **** informed me that the monthly payment needed to be increased by $200, or I would have to return the car. This unexpected financial burden was incredibly frustrating, especially considering the time already invested at the dealership and the completed credit check.Although they adjusted the payment after my concerns, I was not given a realistic alternative other than returning the car. The pressure to return the car was particularly unsettling. Frankly, the initial increase and pressure tactics felt unfair. I sincerely hope this is not a common practice employed with other customers.This increase caused significant stress and seems like an unfair burden after finalizing the purchase.Since the initial agreement needed adjustment, I would be open to discussing alternative solutions that bring the payment closer to the original terms.

  Business response

  05/02/2024

  Good afternoon, 

  Per the BBB's request, the response to complaint ID ******** is attached above.

  Thank you!

  Customer response

  05/10/2024

  I am sorry to missed the response date. 

  Here is my response:

  Its simply not true.
  During the initial visit, I was requested to lift the freeze on all three of my credit bureau reports. After a one-hour wait to allow for review, all documents were signed, including a Release of Interest form.
  My understanding, based on federal regulations, is that this form finalizes the transfer of vehicle ownership. 
  After that the dealership cannot unilaterally change the agreed-upon monthly payment or other contract terms. The contract signed is binding, and any modifications require customer consent.
  Additionally, the Washington ************************* considers it an unfair practice for a dealer to pressure a customer into accepting new terms after the sale, especially if they threaten to repossess the car.
  Given these factors, I was surprised to be contacted after the sale regarding an increase in the monthly payment or the potential repossession of the vehicle. This situation has caused me considerable concern, and I believe it may be in violation of my consumer rights.
  I would appreciate the opportunity to discuss this matter further and reach a fair resolution.
  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a 2015 Escape (mid December) with a certified pre owned inspection filled out. The inspection noted everything as passing including automatic transmission fluid condition and did not recommend service. Upon delivery the coolant reservoir was empty due to a leaking cap, the passenger front seatbelt was cut and doesnt retract, and the right rear door alignment was off. All of the vehicles service history is at Ford of Kirkland as well. After 3 weeks of owning the vehicle I noticed the transmission felt strange so I took it to a local shop to check the fluid condition, they noted the fluid was black and smelt burnt. The dealer didnt have availability until mid March to look at the vehicle. Within one week the vehicle became undriveable. I towed the vehicle to Ford of Kirkland and they diagnosed the vehicle as needing a new transmission for $8700. They noted the certified inspection wasnt relevant nor the accuracy guaranteed as the vehicle is not actually certified through ***** I am very disappointed to have had the vehicle for less than 1000 miles and its no longer useable. The service manager as well as the sales manager claimed there is nothing that can be done. I feel I would not have purchased the vehicle had the certified inspection checklist been filled out accurately. There really is no reason to pay the dealership premium when the dealer will not accurately portray the vehicles condition prior to sale or stand behind the **** Certified pre owned inspection. While **** customer relations was sympathetic to the situation and offered an easy solution Ford of Kirklands sales manager was unwilling to cooperate.

  Business response

  02/23/2024

  Good evening, 

  Per the BBB's request, the response to complaint ID ******** is attached above. 

  Thank you!

  Customer response

  02/29/2024

   
  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

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing as I was coerced to sign a contract under duress& told by carsales-man that I had the right of a3 day cancellation(2)I was not put on as a registered owner in purchase of usedcar(3) and suspicious repair of **** Focus. WHAT HAPPENED:MyFocus was experiencing engine trouble; when I took it into repair nothing was wrong. Not too long afterwards my engine broke-down because of no oil, but the oil light never came on until after the engine broke-down.They said it would cost me $6000 to replace the engine or I could trade it in for a new-used car. We began the contract process but I said I wanted to wait because I was not feeling good because of *****. I was in pain and very out-of-it. I did not understand that they were taking my **** Focus as a trade-in but they were not putting me on the registration and contract for the purchase of a used car(Sonata).He said that I could cancel the contract within 3 days. So I agreed and found out there was nothing I could do. I told the sales-man I was not on the contract and registration and that I wanted my **** back but he said there was nothing I could do.But recently my friend told me that was illegal to tell me that I could cancel and thought I should at least contact the ** State ************************* and maybe the BBB. He also said that it sounded like the whole process was very shady.I know my **** Focus is probably already fixed and sold by Ford of Kirkland, but can I at least get back the $4500 - $4000 for the trade-in of my **** Focus and $500 for the cash deposit I had to make? Please understand that my daughter had only her permit at the time (as is the case now at the time of this writing, 8/25/24) - and the car salesman knew that the car was intended for me. There was now question of this. I don't know why he did this? Can you please, please help me get my money back or credit? I am disabled and have Lupus and feel I was taken advantage of and I have no place to go to find help.

  Business response

  02/03/2024

  Good afternoon,

  Per the BBB's request, the response for complaint ID ******** is attached above.

  Thank you!

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My New Car Purchased 2023 **** Mustang Mach-e has a GPS Tracking device installed on it which I do not want. My Brand New Cars finish is also scratched all over, likely from improper hand washing, also has additional damage on passenger outer window track. Asked for refund of GPS unit, this has not happened.

  Business response

  11/20/2023

  Good afternoon, 

  Per the BBB's request, the response to complaint ID ******** is attached above.

  Thank you!

  Customer response

  11/20/2023

   
  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

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in to Ford of Kirkland originally on 9/8/23over a month agofor a suspected electrical drain that caused the car not to start. It is currently still in their service department for a third attempt of repair, after they claimed twice that they have fully fixed it. There has been a total $650 charged (and paid by me) for repairs that did nothing to fix the problem. The service advisors and service manager ******************* have refused my request for an immediate refund. I no longer have faith in their ability to fix my car and want to remove my car, receive a full refund, and go to another auto shop. I have a full history with dates of interactions and repair included in the supporting documents.Not only have I waited patiently for over a month to have the work completed, Mr. ***** complete lack of professionalism and awareness about his team's work leads me to believe that I cannot get the support I need at this dealership. Instead of telling me that he would do everything necessary to remedy the situation, he questioned multiple easily verifiable statements on the phone. Examples include him questioning if his team had actually replaced the handle, and trying to convince me that the key is still the problem even though this has clearly documented as not the case. He had no idea what was going on with my car, and didn't even realize that my car was still in his care. He also admitted that even though this is the third time that their dealership is working on the car, no one has touched the car so far this week. There is a pervasive lack of care from anyone within this organization for the negative emotional, economic, and time waste that this experience has cause me. I intend to pick up my car from the dealership on 10/10. I cannot recover the time wasted by this experience, but I am requesting assistance from the BBB to fully refund my charges so I can have the funds needed to get the appropriate work done at an alternative auto shop.

  Business response

  10/18/2023

  Good evening, 

  Per the BBB's request, the response to complaint ID ******** is attached for your review.

  Thank you!

  Customer response

  10/25/2023

   
  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

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Greasy salesman sold my 80 year old, crippled father a car.My father took a yellow cab from his assisted living over to Ford of Kirkland with 10 grand cash and these *** took it. *** didnt let him test drive it, The *** test drove it for him. This *** called my sister asking for more money for insurance , she said DO NOT SELL HIM A CAR. My father crashed the car 10 minutes after he got behind the wheel. Morally they should have said no, came up with a 100 excuses for why they cant, The *** and this greasy dealership just saw 10 ********** and took it. Cant really expect more from a greasy *** used car salesman, its like getting mad at a fish for swimming , but I sure can do my part spreading the word.

  Business response

  07/18/2023

  Good afternoon, 

  Per the BBB's request, the response to complaint ID ******** regarding *************************** is attached above. Please note we have also included an exhibit above for your reference.

  Thank you!

  Customer response

  07/18/2023

   
  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

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction 4/26/2022 Total charges: $161.57 I had requested an oil change and a wiper blade as shown in the document uploaded. The service advisor did speak to me about other services such as a filter change but I had told him I had a filter change last time. **** I got home after paying I looked at the invoice and it seemed expensive for the services requested. I have uploaded a copy of the detailed invoice as well, which was not explained to me at time of payment, so I had assumed it was only for oil change and wiper blades. He had never mentioned a fuel system flush.I called on 4/27 and spoke directly with the service associate. He explained that the extra services are usually done at 60k miles (specifically the fuel system flush and gasket change), which currently my car is at 57k. He claims we discussed those services, but never okayed them. He claims it is a miscommunication on his part and that at least I won't have to get those services done at 60k miles. **** I asked him to explain each line of the invoice, and why extra things were done that I had not requested, he went over it with me and simply offered an apology but said that nothing else could be done. I am upset that I had pay for services I did not request, especially since they did not need to be done at the time of service. **** should have been only for line A "lube and oil change" and the two wiper blades on line A ($27.96) plus labor, which does not include anything else listed on Line A ****************** belts and hoses, filter change). I also should not have been charged for line D "fuel system flush" and the included labor as I did not request it . What is even more confusing is that I received an email today (4/27) saying that I missed my appointment which listed the requested services, which he did acknowledge in the phone call. I did not miss my appointment, as you can see from my invoice and receipt. Thank you,*******************

  Business response

  05/04/2022

  This is in response to **************** BBB complaint. We did in fact perform services on her vehicle. When she came in ****, our Service Writer, went over everything that she would like to have done. I have included a copy of this for your records. When **************** vehicle was ready, she went to the cashier and they told her the total amount due and she signed it and paid with a **** card. I have included that invoice as well. Never during that time did she question the total that was due. It has her signature on our copy with the **** stamp showing how she paid. She knew the total amount due before she paid as that is our procedure to avoid any mistakes. After ************ left she did call **** to have him go over the invoice. He went from one line to the next explaining everything to her. After **** spoke to her, she filed the BBB Complaint. I have had our Service Director, *********************** look over the invoice and speak to **** to confirm my findings. We performed the services at her request and we do need to be paid for that. We should not have to give her a refund when she requested these services and signed for them. If I can answer any other questions regarding this, please feel free to reach out to me. 

  Thank You,

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

  Customer Relations Manager

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

  Customer response

  05/04/2022

   
  Complaint: 17117269
  
  I am rejecting this response because:

  While I did sign the invoice in order to get my car back, if you refer to the requested services that I had uploaded, it specifies wipes and oil change only. However, if you look at the key tag (****.pdf) form that was uploaded by ***** my signature is not on the requested services. I dropped my car off believing that only the services of wiper blade change and basic oil change would be done. While **** did mention other services, I told him that those had previously been done. If I'm reading the form correctly, it even states that Cabin and other services are under "been worked on before" and not "items to perform". I was never shown this form, nor did I sign it. If you look on the right hand side (although it is cut off) there is a place for customer signature. I assume this is where the customer (me) would sign in order to OK additional services that were not originally requested. My signature is not there. I never saw this form nor signed it, therefore, was not expecting extra services to be done that were not needed.

  When I signed the invoice (**** 2.pdf), I was in a hurry to get back to work as the service had taken longer than I had originally expected. The invoice was not explained to me until I got back home and called ****. I called because I file all my car invoices in order to refer to previous work done. While filing the paperwork away, I saw that there were services listed that I neither wanted, nor expected. After I called **** he called it a miscommunication on his part but did not offer anything further. I would like a refund for the services that were not requested. 

  
  
  Sincerely,
  
  *******************

  Business response

  05/05/2022

  Per your request, and to resolve this issue we will refund you the cost of the fuel system service, $54.66 plus state tax of $5.52 for a total of $60.18. The oil change is the drain and refill of oil in the engine,the replacement of the oil filter as listed on your invoice. The wiper blades that you clearly state you wanted are also included on that oil change line. We will mail a check in 7 days to your listed address. We wish you luck in your future endeavors. Please email me if there are any further questions.

  Thank You,

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

  Customer Relations Manager

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

  
  

  Customer response

  05/09/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saw a ****** Truck advertised through CarFax at the Ford of Kirkland dealership. Made arrangements to go see the truck. Met with *************************. Told me that it had not yet completed its safety check but that it was in good shape. Let me ride in it but not drive it. We did discuss terms and a deposit of $1000 cash was given to the dealership to hold the vehicle pending completion of the safety check. The truck was subsequently found to need its *** System replaced Geoff called and tried to tell us that it would be too expensive (approx $2600) for the dealership to repair the *** and they wouldnt make any profit based on the deal they negotiated with me and wanted me to take the truck anyway knowing there was a safety issue. I declined to purchase the vehicle with a known safety issue and requested my $1000 deposit back. The salesman continued to try to force me to take the truck and decline to return my deposit. He finally agreed to return my money but not immediately. Bad busines.

  Business response

  09/03/2021

  We acknowledge that we owe the deposit back to our customer. He decided not to purchase this vehicle on 9/2/2021 and it is the morning of 9/3/2021. We need to do a check request and have the check printed and then have two managers sign the check. Our office is working on closing out the end of the month, but we will have a check for him next week. We apologize that we did not have his check back sooner, but we do have procedures in place when things like this occur. If there are any further questions, please let me know. 

  Thank You,

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

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

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

*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. ↩