Vehicle was sold with preexisting electrical problem. The dash lights stay on all night causing the battery to die. The car dies while driving. Unsafe
On 4/1/2015 I financed a 2007 Ford Edge XXXXXk with Choice Auto Center. A couple of weeks after having the Ford I addressed a problem with the Dashboard lights being illuminated for no reason with Choice Auto, they tried to re-set the dash lights on the Ford and this did not work. After a month of dealing with the problem employee '***' offered $400 for me to 'go away' and 'have someone else deal with it'. I was treated very rude. I was given the run around and was scheduled for an appointment when the mechanic had the day off. I work 2 jobs with one of them being from the hours of 9am-5pm. The only time that Choice had open for me was every other Saturday 9am - noon. I was told that I would have to leave my car with them for a few days to try to find the problem and they were not responsible for replacement transportation, I live in Boston. With that known, I continued with the every other Saturday appointments with no success. I have lights on the dash that stay on all day and night with that car off and key out. They are the entire back round of the dashboard as well as the high beam light (on the dash). When the car is started it is the Tire pressure light, high beam light, door open light, traction control light and a red brake light. I also do not have turn signals or hazard signal controls and the automatic locks on the doors have shut down and the dome light does not work properly. I was told by Choice Auto that I was "adding lights to the problem" and that they would only fix some of the lights and not all of them. They spoke to me as if I were a liar,they treated me very badly. The lights that stay on continuously, cause the battery to drain. The Ford died on 7/22/2015 while I was driving. This car is not safe and I am afraid to drive it. I called Choice Auto on that day stating that I no longer wanted the Ford because of the problems, I was informed that I would "have to take it up with the bank". On 7/23/2015 I called the financing bank and they informed me it was indeed the dealers responsibility and they were just the lender. I called Choice Auto on 7/23/2015 and left a message at 9am with NO Return call all day. On 7/24/2015 I called Choice Auto to let them know that I am very concerned for my safety while driving the Ford. I pleated for a replacement car and also asked " are you not concerned for my safety" and the response that I was given was a quick, rude and non concerning "NO". He was not saying "no" because he thought the car was alright to drive, he was saying "no" because he did not care about me or my well being or my life. I do not feel safe with this car and would like a refund for the amount of $3000. I would like Choice Auto to take the 2007 Ford back. The car currently has XXXXXk miles, some of which was from traveling to the appointments that I have had with Choice Auto.
I now have to find another vehicle, a safe and reliable car so I am able to get to and from work (I travel on the expressway). I would like Choice Auto to take this car back as it is not safe or reliable.
I would like Choice Auto to take the car back. I would like a refund for $3ooo.oo for the down payment, value of trade in, time lost from work and payments made for the Ford. I last contacted Choice Auto on 7/24/2015
Ms. *****, as she stated purchased this car back on 4/1/15 with 67,531 miles on her vehicle. It is now, 8/4/15 with 76,212 miles on the vehicle. So in the 126 days that she has owned it, she has put on 8,681 miles on it. Her car came with a 60 Day/2,500 mile warranty. She is clearly far past both of the numbers in her warranty. Also, according to Ms. *****, her vehicle died on 7/22/15, also way past her warranty. Ms. ***** wants us to essentially give her a lifetime warranty on this vehicle. When she took the car, these lights were not on. So the pre-existing issue that she claims was there is completely inaccurate. The car would not have passed ************* state safety inspection if it had on the lights that she claims were on. She did bring the car in once during her warranty period and our technician put a rear wiper on it and there were no lights on the dash.
Nobody on our staff ever told Ms. ***** to "go away" or offered her money to go away. What she was told was that her warranty is expired and if she does not have the time to bring her vehicle to us, then she should take it to the Ford dealership closest to her. We truthfully did everything we could to help her. Our lead technician can testify to the fact that Ms. ***** had 3 different appointments, as recent as Saturday August 1, 2015 that she has completely no showed to. We opened up a lift, cleared our schedules and didn't book anything else so that we can just focus on her vehicle and she never came in and never called. This costs our dealership money as we cannot service retail jobs and our own vehicles for delivery during her scheduled times.
According to the mileage she's driven in the amount of time she's had the car, Ms. ***** puts on an average of 68.90 miles per day. Using those numbers, her warranty roughly expired within 36 days of her purchasing the car. Here we are 90 days after that date hearing about these issues again. We were trying to help her by scheduling these appointments for her and doing the work at house cost. A dealership that does not care about their customers wouldn't do something like that. Her accusations against us are not true and simply unwarranted. We have gone out of our way by trying to assist her over the phone and by setting up appointments (that she has blown off continuously).
At this point, we simply wish Ms. ***** the best of luck with everything since everything we have offered her is not good enough. We cannot afford to keep setting up time for her to come in, only to have her no show on our staff again. If the car had these problems and it drained the battery when she got the car, she would've done everything to make sure the car was here immediately. She did no such thing. Clearly, the problem is not that bad considering that she still has not brought the vehicle to us and has driven it almost 9,000 miles. She is way past her warranty and we have no obligation to her whatsoever. We will still look at her car for her and try to solve the issue, but it will be at full retail cost. If it is an electrical issue, we would need the car for more than a few hours in order to properly diagnose it.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response.
My vehicle is not safe to drive and I have to replace it.
It seems as if Choice Auto is more concerned about the car warranty period than the overall safety and reliability of the vehicle. The concern was brought to the attention of Choice Auto during the warranty period (2nd week of April) and is the same problem that presents currently. I had the car inspected during the 1st week of April - again the problem presented itself on the second week of April. I have had my Boyfriend with me every single time I have been there, so I was not by myself. If the car had no problems then Choice Auto would not have heard from me again. I have not "blown anyone off" (their choice of words is horrible) I was in the process of filing my complaints before and around Aug 1st after I was treated horribly on 7/24/15.
I have tried to bring my car to Choice many times and was denied, once because of a Birthday Party, as if they wanted to warranty to expire so they will not have to deal with the repair. I was offered money to go away and have someone else deal with it and after they heard the statement being made to me they tried to fix the situation by having me deal with another associate. My story if far from a lie.
Their statement was: "Nobody on our staff ever told Ms. ***** to "go away" or offered her money to go away. What she was told was that her warranty is expired and if she does not have the time to bring her vehicle to us, then she should take it to the Ford dealership closest to her."
This is not the truth-
First) The first name of the staff that told me to go away is ***.
Second) At this point in time when I was offered the money to go away my vehicle was still under warranty as this conversation was had in April.
Third) It was MY idea to go to Ford as it was closest to where I live and I wanted to get right to the cause of problem. They told me that they would not pay the bill from Ford if I decide to go there, as my warranty was with Choice Auto.
Choice Auto has chosen to lie in this response to my complaint. This response is unacceptable.
Final Business Response
Ms. ***** needs to understand that her car does not come with a lifetime warranty. If someone owns a car that has tremendous safety concerns that makes the driver feel unsafe to drive it, then that person would normally do everything in their power to make sure that car would go to the dealership during the warranty period. She did not do this. She could only do Saturdays and our shop is only open every other Saturday. I am sure that Ms. ***** takes no personal days off at her job, however, on one occasion; our technician did for his sons 2nd Birthday. We apologize that he had the nerve to take a day off for such a silly reason. Outside of that one occasion, our shop is only open until 1pm on Saturdays when our tech is working. Out of the other Saturdays that he was on shift during her warranty period, she no showed three separate occasions. Now, one would think that someone with an unreliable car that is unsafe would make sure to be there right away for any of those.
Yes, we are bringing up the warranty period frequently because that is the time frame that we are responsible for the cars safety and performance.
Ms. ***** seems to enjoy throwing around that we are constantly lying in everything we say, yet she turns around and says that she never no-showed an appointment to have her car looked at, which is an absolute false statement. She was never denied bringing in her car. We cleared our schedule for her three separate occasions only to be left there doing nothing. We even told her just bring the car in and drop it off with us for a few days as this could be an extensive diagnosis. Her response was that she couldn't do that as she had no other forms of transportation. Ms. *****, a rental car is roughly $30 a day. Isn't roughly $150 worth it to fix your car that is "unsafe"? Yet, we are the unreasonable ones.
She did bring the car in once, and the light was off so there was nothing for us to fix since the problem did not exist at the time. We still as a precaution cleaned the battery terminals and checked for a draw and there were none present.
She is out of her warranty period (both by date and mileage). We would like to request one thing of Ms. ***** however. When Ms. ***** first contacted BBB she claimed that her vehicle had 76,212 miles on it at the time (meaning she put on 8,681 miles on it since delivery). We would like to request that she provide both the BBB and ourselves with a picture of the current miles on the car. If it is indeed unsafe to be driven due to all these issues, we want to make sure she is infact not driving it.
Again, we are offering her a chance to bury this. You are past your warranty period. You say that this issue happened early and the car has been unsafe, yet it has been safe enough for you to put on almost 9,000 miles over the last four months. We will look at your car and see if there is an issue. The warranty period is past, but we will do this service for you for now even less than retail cost of $95/hour. We will do this for $80/hour to show you that we are willing to work with you. We however, will not fix your car for free. It does not work like that. You have driven over 9,000 miles on this car so it is a little far-fetched that this car is not safe for you. Perhaps you haven't done proper maintenance on it since you took ownership. These are the things that we cannot know about. Thus, we feel like our offer to you is fair, and even though we do not have to do anything for you, we are willing to do that. If you do not accept, then we wish you the best of luck.