ComplaintsforAlphorn Ford-Lincoln-Mercury

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2023 Me and my husband walked into this d Alphorn Ford. To purchase a 2014 Chevrolet equinox vehicle that we had viewed online. I test drove the vehicle and liked the vehicle. I then asked if there were any major issues with the vehicle. And I was told no, and I was given a ********* buyer's guide indicating that there was nothing seriously wrong with the vehicle to only have driven. The vehicle for ***** miles to now. Be told that I have to replace my entire engine and that. My vehicle has excessive oil consumption which has burned out the age of my engine. The mechanic also told me that my vehicle is under a class. Action lawsuit involving the oil burning excessively causing engine damage and serious injury to people. I purchased the vehicle 4 months after this class action lawsuit was in place and feel that I was lied to about the safety of the vehicle and then also charged more for the vehicle, which had affected my husband's credit until 2 months after going back-and-forth with them, they finally paid the amount and corrected our balance. It has been nothing but unfair practice, deceitful, And lies from this company and something needs to be done. I would like them to resolve the matter. Otherwise I will have no choice but to seek legal counsel.. Because I strongly believe that I have a case against them. And I have everything to document it. Including emails going back and forth with them about them overcharging us four thousand dollars. And to clarify by what was overcharged. As there was an added warranty that we did not agree upon. And we were charged almost four thousand dollars on to our loan balance which affected our credit score and it took them over two months to fix the problem. We would like to be reimbursed with a new vehicle that will work and not have any major issues. Because that is the reason why we purchased that vehicle. Because there was no indication that there were major issues. We would like to be refunded For any money that was put into this vehicle for repairs or towing.

  Business response

  01/02/2024

  We traded the customer out and the customer is satisfied. Thanks

  Customer response

  01/11/2024

  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 

  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 
  I am only satisfied to have a "working vehicle". On May 2nd 2023 When I walked into Alphorn Ford to trade in my working vehicle with no major issues that would have costed me $10,000+ plus and $1000 cash( $2000 total down payment). I had decent Credit enough to land a comfortable payment  under $300 a month and a decent interest rate. Since then Our family has taken on more financial debt, As far as increased balances Which had affected my score and it dropped. Which is natural in those situations. The score decrease caused issues when trying to trade in the Unreliable vehicle I was sold. That I only drove ***** miles to be exact. There should have been no need for a trade. And because of that situation, credit was ran again, scores were not as high. And I now have a payment which is more than double than before and an interest rate more than double. I was given only one vehicle choice to trade and was not told about the Extensive hail damage Which covers the whole vehicle until after they ran the paperwork. I also was not given a full reimbursement for the unreliable vehicle and they rolled over a balance of $1300 onto this new vehicle loan. So am I satisfied? No, am I happy to have a vehicle to get me where I need to go. 
  
  Regards,
  
  ***********************
  
  Regards,
  
  ***********************

  Business response

  01/16/2024

  ***, 

  We are very sorry your not satisfied with the ***** Equinox you purchased. We strive to provide high quality vehicles with top-notch customer service. We have an extensive reconditioning process to ensure our vehicles are top-notch. Higher mileage vehicles (*******) unfortunately have a higher fault rate. After driving the vehicle for seven months and **** miles the transmission had issues. We do offer every customer extended warranty options, in this case the warranty was canceled. After talking with you there were limited options due to the credit but gave you near a full refund even after the warranty was cancelled. I understand that this isn't ideal and must be frustrating and I apologize for any inconvenience this has caused. Please understand that we did everything we could to make this right for you and want to give top-notch customer service in the future. 

  Thanks,

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

  Alphorn Ford

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to coming to Monroe on January 22, 2022, we asked if the huge rip in the front seat was repaired and we were told that yes it was. Therefore, we had a contract written up and received the loan on the contract. Upon arriving in Monroe we were met with a truck that was not only absolutely filthy in the interior but the rip was still here. After talking with ***, he said that the seat would be fixed, the interior was cleaned (cleaned in the laziest sense ever), and the battery replaced. Once we got home there was issue after issue popping up with the truck. I understand it's a used truck, but I would assume that due diligence would have been done by the business to ensure that they are selling and they would feel proud to stand behind. So, upon advice from ***, the agent, we brought the truck back for repairs. The truck has sat there for two weeks now, and we barely gets communication from Alphorn. We call, then get the runaround, are told we will get a call back, and then we wait to yet have to call again because Alphorn service has yet to call us back. The truck is still sitting at the dealer on Friday, Feb. 11 at 11:55 with no response from the dealership on when the truck will possibly be done.

  Business response

  03/15/2022

  Dear ***************************,

  Thank you for reaching out to us with regard to the negative experience you had. At Alphorn Ford our number one goal is customer satisfaction. After receiving your feedback we made sure your complaints were heard and promptly mediated them. We repaired the seat, serviced the vehicle, and dropped it off in a timely manner. Please accept our apology for any inconvenience we have caused. Thank you for your business, we hope to serve you and our future customers better.

  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. ↩