ComplaintsforMiddleton Ford

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 **** Edge on 7/3/23. Significant mechanical problems began after I drove the vehicle a mere 20 miles, resulting in a new engine having to be installed. There is now a persistent rattle coming from the vehicle which Middleton Ford has (thus far) been unable to fix. There is also a squeak that they "fixed" for me using double sided tape. There has been a lack of responsiveness from my salesperson and the director of service. I have tried to work with the director of sales to return the car. The remedy offered (giving me a trade- in allowance of $19,200 for the Edge when I paid $22,761 for it on 7/3/23) and selling me my ***** for $17,850 when I was given $16,580 as a trade- in allowance for it on 7/3/23) is unacceptable to me. I believe it would be unacceptable to most reasonable people. Full details of my contacts with Middleton Ford and it employees are provided in the attached chronology. I am happy to provide additional details upon request.

  

  Business response

  09/28/2023

  Customer purchased vehicle and had a check engine light come on 105 miles after purchase.  We found there was coolant intrusion in the engine and without hesitation we put a new engine in the vehicle at no cost to the customer.  The complaint of the rattle was ***** miles after the engine replacement.  Repair Orders attached with documented mileage.  When the customer came back they dealt with the sales manager and was offered her vehicle back for the trade in value plus the amount of repairs that we made to the car to get it ready for our lot.  We didnt **** it up at all.  This is the first time I personally am hearing about the complaint.  This customer had not yet talked/attempted to talk with me the GM/Owner to discuss/resolve this concern.  The double sided tape is what is used to secure many panels/parts on the vehicle even from the factory. We would be happy to look at the rattle for the customer but we will not offer a refund/return of the vehicle at this time.  

  Customer response

  10/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am disappointed in the response I have received from Middleton Ford. ***y chose to respond to very few of the things I pointed out in my complaint and the attached chronology. In addition, several facts have been mis-stated in the response.
  

  First, the engine light went on 20 miles after I took ownership of the vehicle on 7/4/23, not 104 miles as noted by Middleton Ford. I assume that Middleton Ford is using the difference between the odometer reading that was taken on 6/30/23 (****** miles) and the odometer reading that was taken when I brought the car in to have the engine replaced on 7/5/23 (****** miles) to arrive at 104 miles. ***  beginning odometer reading used in calculating this number of miles was recorded 3 days before I took ownership of the vehicle.
  

  Second, the initial complaint of the rattle was made the day after I picked up the vehicle after the new engine was installed, not after I put **** miles on the vehicle. I sent a text to *********** on 7/16/23 at 5:****. *** text reads:
  

  Hi ****,
  I picked up my car yesterday. Something is definitely not right. When I approach or exceed 60mph, it starts making a horrific noise. I am unable to drive it at highway speed. Looks like your service department opens at 7am tomorrow. Ill be there between 7 and 8. Hoping to talk to you and a member of management about what my options are at this point. Cancel the sale and get my ***** back (assuming it is still there)? Trade this vehicle for a vehicle that is mechanically sound? Get a refund? Being a repeat customer at your dealership, I know this is not typical of the cars you sell. Im confident that we can work something out. ***************************
  

  Unfortunately, the salesman failed to respond to that text.My complaint was completely ignored, which is why I contacted the service department, the Sales Director and the Service Director directly.  
  

  It does appear that I put **** miles on the vehicle between the date I bought it and the date that I was finally able to bring it in to try to have the rattle addressed. ***re was a significant delay before your service department was able to get my car in for service. I was told you had several mechanics on vacation and that there were limited appointment times available. I was told repeatedly (by the service tech and the Sales Director) that the problem I was having was not a safety issue and that driving it while it was rattling would not worsen the problem (diagnosed over the phone as a loose heat shield).  I explained that I had a road trip planned and that I was concerned about driving. I was told there was nothing that could be done to get me in any sooner. I was transferred to the Service Director to further air my complaint. Unfortunately, the Service Director ignored my complaint and chose not to return my phone call and/or address the voicemail I left for him.
  

  I have owned many vehicles over time. I have talked to countless people over the course of the past few weeks. I have yet to find anyone who has had a vehicle repair completed using double stick tape. I also have yet to find anyone who thinks that fixing a vehicle using double sided tape is reasonable.
  

  Lastly, you did, in fact, mark up my ***** and offer me less than what I traded it in for. You also depreciated the value of the **** that I purchased and offered to buy it back from me for significantly less that what I paid for it.
  

  I complained to four different members of Middleton Ford,including two members of management, prior to filing this complaint. ***y were all very well aware of my dissatisfaction and did little or nothing to address it.  It is unfortunate that we have not been able to get this situation resolved. 
  
  Regards,
  
  ***************************

  

  Business response

  10/10/2023

  At this point we fixed the edge by putting a new engine in the car on our dime.  We also fixed the rattle.  We offered to trade her back into her car at our cost of repairs we did on it plus what we gave her on trade.  I wouldn't expect that we would have to maintain/safety her car and get it fixed for free either.  She declined that offer.  Since then we have sold her trade in since we hadn't heard from her after that day.  There was no communication with me as the ** and Owner of the company.  We fixed her car to working condition.  Not sure what else we could do/and is expected of us.  

*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. ↩