ComplaintsforLakewood Ford

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  01/31/2024

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

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *****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

  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 response

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

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/8/22, my son, *******************, took his ********************************** in, described what the car was doing needing a diagnoses and the problem fixed. After not hearing anything for 6 days, I called on 4/14/22 and was told the clutch was causing the problem and needed to be replaced. My son picked the car up on 4/22/22 and I paid $2779.37. Within a day, the car started doing the same thing. My son took the car back in and **** who he had been working with told him they needed to drive it to get the problem to duplicate. My son did this twice and both times **** said they couldn't get the problem to duplicate but said the codes he was getting indicated an electrical problem which was not what we were originally told. My son took the car and when it started to act up again, called **** and left a vm and never received a return call. My son took the car back in again, but **** was not there. He asked for another tech to drive the car so they could see the problem was still occurring but was told no one was available. I called on 5/10 to try and get this problem resolved, left a vm for a manager with no return call. I called again on 5/11 & had to leave another vm for the manager. It is 5/13 and I still haven't heard back. **** needs to either return my money for misdiagnosing the problem and fixing the wrong thing or fix the problem with no additional charge. It is not okay for a business to not return customers phone calls especially after the customer has paid almost 3K for the wrong thing to be fixed. Car repairs are not cheap and I would like for **** to resolve this issue.

  Business response

  05/16/2022

  When the vehicle was originally brought in, it had multiple issues. One was a wiring harness that ***** had discontinued and was not available. The second issue was the clutch, which was repaired. We suspect that the current issue is related to the obsolete wiring harness encountered in the first visit. We can't cover a new repair, as it's unrelated to the original repair. My service manager will reach out to the customer with some options.

  Customer response

  05/16/2022

   
  Complaint: 17199750
  I am rejecting this response because:The problem we are still experiencing is the problem we went in there for. **** should not have fixed anything if the problem was related to a part that is discontinued. I would not have paid for something if the problem was going to continue and could not be fixed. The clutch shouldn't have been fixed if it wasn't causing the problem we went in for even if they felt it needed replacing in addition to the harness. We should have just been told the harness was the primary problem and it can't be fixed. I feel they were just trying to make money and leaveus with a broken car. It's unfortunate because I purchased my **** from there in 2017 and they have been going downhill in the service department ever since. Sincerely,Kianee ***

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Inquired about possibly purchasing a new vehicle. Dealership agreed to not run credit, the only requirement was a finance form. My credit was ran the following day on 4/28/2022. Very dishonest business.

  Business response

  05/09/2022

  This was an obvious misunderstanding. The customer signed a credit application authorizing a credit inquiry, but then asked that the salesperson not run his credit. This was not communicated to the sales manager. We are sorry for the confusion, the customer is more than welcome to reach out to us for another resolution. We have not received any request for that by the customer. 

  Customer response

  05/09/2022

  There is no misunderstanding. Your employee told me filling out this form would not affect my credit score whatsoever. If you're company doesn't understand how credit inquiries in general work, then they shouldn't be advising people to sign forms regarding their credit. I expressed verbally to your consultant that the issue preventing us from purchasing a vehicle was our credit.The procedures/tactics being used at Lakewood Ford are disturbing and damaging. It almost feels intentional, as if this would be a way to get more money out of us if we were to purchase the EcoSport in question. Again, there was no misunderstanding. Your employee verbally communicated to me that my credit would not be affected.
  
  *************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lakewood Ford advertised a **** Bronco on their website for $39,350. Upon speaking to the sales person, I was informed that this wasn't the actual price of the vehicle and that it would be marked up $10,000. The vehicle was a customer order that fell through. I feel as though I was a victim of false advertising as they knowingly displayed one price on their website to engage with me and then turned around and told me they would be marking it up, simply because they could. I feel this is a deceptive business practice. I've attached screen shots of the vehicles being advertised and my text messages with the sales person ******* who told me about the markup. I even offered to purchased the vehicle with a reduced markup, as I figured SOME markup might be consistent with what one might see while shopping for a new car. The markup on this vehicle to be clear is 25%. I also want to throw out there that there was no issue with the sales person here. She was friendly and helpful, and indicated that this is a decision by the general manager.

  Business response

  05/18/2022

  This vehicle was automatically listed on our website when the customer declined their order by the factory. We do not practice deceptive selling tactics. This was an honest mistake, and again was listed by the manufacture for us on our website before it could be priced properly. We are more than willing to put in a factory order for this customer when the order banks open, and we will accept MSRP on that order.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have attempted to call and FAILED to be able speak to the ** at Lakewood Ford MULTIPLE times, either not in their office or voicemail is full. We have tried sending emails but for some reason no one will give us an email that actually works, so this is the next option. Heres what my husband and I have to say, We have had our vehicle a few days shy of a month and we got a call about the loan not being approved. ALMOST A MONTH LATER! ????????1) we are being threatened to have the vehicle be taken from us 2) they should NOT have had us leave WITH the vehicle without a secured loan, we spoke with the bank, have given EVERYTHING everyone asked for and it got messed up royally, we had to switch jobs due to the issues already 3) they are going to make either my husband or I lose our jobs because of this issue if you take the vehicle back from us because we work in different locations and will not be able to commute to work without two vehicles plus daycare. 4) we told them they need to figure out how to fix this ASAP and finance this internally plus my $2,200 they have that we put towards this vehicle we wanted back 5) ****** in the finance department due to his SERIOUS disrespectful attitude and the way he spoke to me the last we spoke. He was insanely rude, accused me of being disrespectful and threatened to take my vehicle when I voiced my frustrations and not fully understanding where things got so royally messed up, spoke over me, interrupted, and laughed at me when I told him I didnt appreciate his behavior towards me. We informed them that we were going to the Better Business Bureau due to what they have done and the lack of ability to reach anyone. This is NOT okay. This is highly unprofessional, and you are messing with a families lives and employment. If wages are lost this is not going to be good at all. Thank you,McKenzee and *****************************

  Business response

  12/27/2021

  This case has been closed by Lakewood Ford. We could not secure financing because of fraud on the credit application. 

  Business response

  01/04/2022

  Date Sent: 1/3/2022 12:28:09 PM
  We finally retrieved the vehicle that the customers were driving without approved financing. We secured financing for them, but because of fraudulent claims with their income, the bank would not satisfy the loan. We do not wish to have any further communications with the customer. We have refunded the down payment of $2000 to the card on file.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd 2021 Lakewood Ford incorrectly installed the oil drain plug during an oil change. This resulted in $10,000 worth of damage to my cars engine which was verified by a mechanic at ********************* Motor Shop on. The entire engine now needs to be replaced and I believe that Lakewood Ford is responsible for paying for the resulting damages and rental car fees. Although they initially promised to pay half of the cost I havent not received any money or communication with them.

  Business response

  09/28/2021

  We have offered to cover half the repair as a gesture of good will. The customer drove the vehicle over ***** miles. ******** stated that the check engine light came on as a warning, and they continued to drive it to a repair shop. They didn't make it, because the engine seized due to lack of oil. There is no possible way that the customer drove the vehicle **** miles with the drain plug improperly installed. Had the vehicle not been driven past the warning signs, the engine would not need to be replaced. Our good will offer stands to cover half of the repairs....

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle at this dealer. I was unable to take immediate possession of the car due to it needing serviced and detailed I finally got to pick up the vehicle 2 days later after I had called several times a day for updates. They gave me an old traded in used car as a loaner sticky smelled like cigarettes not clean. Got my purchased car. My check engine light has come on 4 times in the 5 weeks since Ive had the vehicle and I have fixed the issues. The light keeps coming back but the dealership has to keep my car over night or several days for a diagnosis??? No loaner they said I can purchase a rental with enterprise. They did the same when I went in last week for a recall. No curtsey car for a problem that **** had recalled?? I had to heckle the dealership to fix the recall and let me wait in the lobby for the service instead of dropping off for several days. Im an active duty service member with two kids I cant not have a car for several days and I cant get the car fix.

  Business response

  09/28/2021

  The repairs have been finished on this vehicle. 

*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. ↩