Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago I dropped off my 2014 Transit Connect for a mysterious coolant leak that wasnt hitting the ground, just draining the coolant tank every week or so. They called and said it was the water pump and thermostat, so they were replaced at a very expensive cost. I pick up the vehicle only to still have the mysterious coolant leak, which is now leaking on the ground, not just draining the coolant tank. So back to Lakewood Ford I go because the work is supposed to be warranted. I drop the vehicle off and get a call after a couple hours that there is no leak they can find. Im asked more questions and back to work they go trying to find the leak. End of day I get a call back saying theres two bad hoses located near top of engine that are bad and leaking and will cost $700 to fix. WOW! After being told originally that the problem was water pump and thermostat, how were two bad hoses not found if they did the pressure test that they said they did after installing new water pump and thermostat??? Im older now, but have worked on many of my own vehicles in the past and have a solid understanding of a vehicle cooling system and how it works. These are supposed to be the professionals with all the special tools and gauges to properly diagnose and repair coolant leaks. Its a pressurized system and really shouldnt be that tough to find a leak in a hot pressurized system with your fancy pressure gauges? So no, I dont believe my water pump and thermostat were bad to begin with.I also do not believe that they performed a simple pressure test after installing the new pump and thermostat, otherwise the two bad hoses that will cost a ridiculous $700.00 after they charged $1,800.00 for stuff I didnt need? This place needs to be sued!!! Totally corrupt and dishonest dealership that you do not want to take your vehicle to, ever!

  Business Response

  Date: 08/26/2024

   

  On Nov *******,  Repair order ******, miles *******.  **************** came in stating he had a small coolant leak. Uses 1 gallon every couple months, can't see the leak, but smells coolant and coolant level drops.  We verified coolant level low, pressure tested system and found leaks at the water pump and thermostat housing. We replaced both water pump and thermostat housing,refilled cooling system, test drove and re-pressurized system and found to be holding pressure.
  
  On July *******, Repair order ******, miles ******* **************** returned stating his vehicle is using coolant, check history.  We found coolant bottle was a cup low on coolant. Racked vehicle and inspected, no signs of coolant leaks. Installed pressure tested, ramped pressure up to 30 PSI, needle after about 10 minutes drops to 3 pounds. Inspected water pump with camera, no signs of leaks, also checked thermostat housing, water outlet housing and all hoses,no witness stains at all.  Test drove vehicle on long test drive and will let heat soak to see if coolant leak appears. After heat soak, raised vehicle and found coolant on floor, inspected and found coolant coming from heater core hoses.  Replaced both heater lines, performed vacuum test, passed. Filled system and test drove. No leaks found.
  
  From what I gather, he had multiple small leaks.  At first, he did not have any leaks on his floor, after we repaired the water pump and thermostat that unfortunately caused more pressure to the heater lines which caused the leaks on the floor.   
  

  One of our senior technicians, ****, worked on this vehicle. The only thing that we could have done better was to recommend the hoses at the time of the first repair. This would have potentially saved the customer some labor costs.  *********** manager, ***************************** reached out to the customer to discuss the situation - he did not return her call.  *********** director, *********************, also reached out and left a message - the customer did not respond then either.  In order to help the customer, we need to be able to communicate with him.  Note that at the time of the 2nd repair, we did discount the repair $110.  If the customer would like additional help, please have him call our service manager or service director.  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 21941426
  
  I am rejecting this response because:
  I inspected the water pump and thermostat housing many times prior to bringing the vehicle to Lakewood Ford and never found any amount of coolant leaking or seeping from either location. I have worked on my own vehicles many times throughout my life, so I have a solid understanding of a vehicles cooling system. What I believe is that **** never did a pressure test after replacing the water pump and thermostat that did not need to be replaced, but did it anyways because they couldnt located the leaky heater core hoses during the pressure test they claim they did that costs customers money. They state it themselves in their response, that they did a pressure test, but couldnt find a leak. They eventually found leaks, plural, according to them. These are supposed to be the professionals for our **** vehicles. They charge lots of money because they are, or are associated with the actual manufacturer of the vehicle. This rip off level of either purposefully ripping customers off, or incompetence is totally unacceptable and should be investigated by the state attorney general or other consumer protection agency that could actually do something. We are totally at the mercy of whatever these so called professionals tell us when it comes to vehicle repair. They come across in communications very rudely and without respect to what a customer is explaining. They are the professionals, so anything a customer says is always wrong. ********************** is a corrupt company. Thats the experience of myself and apparently many others going by online reviews. When will something be done about highly exploitative businesses like Lakewood Ford? Completely dishonest!

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

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my vehicle off on 10/27/23 for a repair with Lakewood Ford. The dealership has not been in communication with me regarding the delays to the repair on my vehicle. I cannot get the service manager or customer relations manager to call me back or meet with me. As of today, 11/27/23, I still don't have my vehicle and have no accurate estimate of when it will be completed. I just want my car back. I feel like it is being held hostage.

  Business Response

  Date: 01/31/2024

  We were able to finish the repair, and the guest has picked up her vehicle.

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Yukon Denali for near ******. I had it in my possession less then a year when the motor blew. This was in October. I was told I would be responsible for ***** for a new motor because without my knowledge Lakewood ford used my warranty to fix items we had agreed that they would fix prior to the purchase of this vehicle. I have not had a vehicle since October and it is February. I reached out to the general manager ***************************** multiplies who said he was giving it to the global director. That was early December. We have heard NOTHING BACK. I have sent numerous emails and left many of phone calls. I feel like Im being avoided. How is it okay to have a vehicle less then a year , have it blow up and be completely worthless and then have to pay thousands of dollars ???

  Business Response

  Date: 03/02/2023

  ***********************, our ************* Director has been working with Mr. and ******************* on this situation.  The Bradleys vehicle is currently in our *************** ******** Chevrolet location awaiting backordered components needed to complete the repairs.  *****-Will and *************** have been participating in the costs of the repairs. 

   

  ******************* had mentioned to *********************** that she was trying to pull her complaints from the BBB since **** was on top of helping them out, apparently that has not gone through. We apologize for the delay in our reply.

   

   

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

  Executive Administrator

  *****-Will Auto Group

  ************  Direct line

   

   

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lakewood Ford has had my vehicle since August 26th. I have been paying for a loner car this entire time because they do not offer loner cars. After waiting for warrent to come out 2 separate times they requested my engine be taken apart to look at it. They only have one giys working on outside vehicles other than fords. After taking the engine apparent he put my engine back together and put it back in the Jeep even though we were getting a new engine we were just waiting on warranty approved a new engine. During all this we have had a guy quit while working my case on my jeep so they have had to pass the job to a new person. On top of all that, they lost a brand new engine, so had to reorder a new new engine. We've talked to multiple people and none of their stories lineup. They are very bad at promising An end date. We were told 3 different days we could pick up my Jeep and each day they said it was taking longer than expected. When the engine did finally get done a week after they said it would be done. They told us they found a pin leak hole in my radiator and it would be $850 to fix. They have had my Jeep for 4 months and they just now found a leak. When they checked out the Jeep in August they didn't mention anything of a leak. They were not willing to work with us at all with the radiator. Makes me think the machinic did something to it because if was leaking when we dropped it off they havnt mentioned it the entire time he has been working on it. He took my old engine out 2 time and put a new one in and didnt notice it at all. They clearly caused the leak weather it was on purpose or not they whete just wanting to make money off of us.

  Business Response

  Date: 01/11/2023

  The pinhole leak was not able to be diagnosed until we had a properly operating engine. While this repair was unfortunate, there is no evidence that points to the mechanic causing a pinpoint leak. We will not be able to pay for the repair. We will work on getting better with giving accurate times for repairs. The past 3 years have been very challenging for service departments and customers, as parts delays have been at historic levels. 

• Initial Complaint

  Date:06/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *****Buyer Beware*****I purchased an SUV from Lakewood Ford, paid a little over $16000 cash with a $3,000 gold package all inclusive warranty. It was marketed as total protection coverage and would give me total piece of mind. Less than 2 months later and less than ***** miles driven and the car started overheating. The total protection extended protection refused to pay for the Fan control motor and I was quoted $1166.00 for the repairs by ****** at the service center in *******. I contacted ************************* who was the sales guy who sold me the suv and mentioned this to him after having the vehicle towed at the direction of the warranty coverage and my expense to the **** in ******* **. **** refused to respond to my numerous messages. I had to call him in order to get a response. When I called him he mentioned they were trying to work something out with the manager whom I later found out is *********************. That call was over two weeks ago with no follow-up phone call. Fast forward to today and I drove up to Lakewood Ford and was given another run around answer. The dealership said it was not their fault and they are waiting on JV the manager to sort out the details. They have no answer as to when my vehicle will be fixed or how they will resolve the situation. They brag about their vehicles going through inspection by a mechanic who has done inspections for numerous years. It's clear they don't otherwise they would have caught this. Their response was mechanical things happen, I can completely agree with that but not after putting less than ***** miles on an suv that I purchased for over $16000 cash less than 2 months ago.**** refused to acknowledge us when we went in and continued selling a car to another unsuspecting couple. This dealership is by far the worst dealership to deal with. They will not return your calls after a purchase, they will tell you what you want to hear in order to get you to buy their warranty and will avoid making the situation right when

  Business Response

  Date: 06/05/2022

  **************** texted us on the 28th of May (8 days ago) to report that his Edge had overheated and was at the **** dealership in *******. Since this dealership is not affiliated with us, **** told **************** that he would get with his sales manager to resolve it. He contacted me on Monday and explained the situation. I verified that although ******************** warranty is the best one we offer for a 12 year old vehicle and covers quite a few components, it does not cover the fan relay. I contacted my Service Director to see if our ***** dealership could help with this repair. He got back to me and said they should be able to, and asked if I wanted him to take it over from there. It appears that did not happen, and for that I apologize. We would like **************** to bring his Edge over to *****-Will Chevrolet so that we can repair it for a reasonable cost to ****************. While I agree that it's frustrating that his $2250 warranty does not cover this repair, I can assure you that it covers many other repairs, minor and major. And there is no way to forecast an overheating problem in a 12 year old vehicle, even with the thorough inspections that we perform. Again, I understand the frustration that **************** is experiencing, and I hope we can repair his Edge at a cost that is agreeable with him. 

  Customer Answer

  Date: 06/11/2022

   
  Complaint: 17322519
  
  I am rejecting this response because:

  my vehicle is still not repaired nor is there a plan that has been set to repair my vehicle. I have had four calls telling me that my vehicle is still not repaired and there is no plan figured out to do so. I am beyond frustrated that a repair has not even been started. This has put my job and life on hold and at risk. At the purchase of my vehicle it was found through a pre inspection that the battery, serpentine belt needed to be replaced and the power steering filter had a leak from one of the hoses. When I brought this up it was stated to me that this would also be repaired and no attempt had been scheduled to fulfill this. I am hopeful yet discouraged that **** will ever live up to its promise of happy fulfilled customers by selling them a good quality product. I am again going out of my way to deliver the vehicle to the other facility they own at gm of olympia tomorrow as they cannot seem to be able to pick the vehicle up across the street. The repairs need to be completed by Wednesday of this week and my vehicle in running condition. This is my last honest attempt at full transparency in getting this resolved before this situation is escalated further. I look forward to a resolution that is in my best interest and that of Fords reputation. 
  
  Sincerely,
  
  *********************