ComplaintsforHeritage Ford

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by the dealership that I was able to reserve a new vehicle as I couldn't make it soon and was told the vehicle may sell by the time I can come in. Was then offered to do a REFUNDABLE $100 deposit to reserve the vehicle. Upon arrival the reserved vehicle wasn't even at the dealership. Even so, upon reviewing their offer for financing in which I didn't like and decided not to purchase the vehicle. I then asked to receive my deposit back multiple multiple times through cell phone that they told me was refundable and no response.

  Business response

  01/23/2024

     The Customer agreed on pricing to purchase a vehicle. He would not be able to come in for a few days. Customer gave me a deposit to put the vehicle on hold. The customer scheduled an appointment for Friday or Saturday. He was aware the vehicle is in Transit. I informed him the deposit is 100% refundable if he decides not to purchase. I informed the customer that I would not be in office when he comes in. Those are my days off. He was told to speak with my floor Manager ****** when he arrived to work on the deal. He arrived at our dealership at 4:10pm Friday. When he decided not to purchase it was about 6pm. He asked ****** for his refund and ****** told him he had to wait for me to come back to refund it. He does not have access to refund customers. The Customer started texting my work CRM with demands and accusations that I was keeping his deposit. He threatened he was filing a police report. He knew I was not in the office, and he proceeded with threats. Our business office is closed on the weekends. We must get a check cut from our business office. That is normal how a company works. Our accountant must cut the check for the refund. He was told that by ****** in a call from ****** after ****** saw he was texting. He was told I would be in on Sunday. I reached out to him on Sunday and reassured him I would refund the deposit as promised. I explained I must wait till Monday to get his check cut. I gave him the opportunity to pick it up or I would mail it out. He requested my last name and even though I confirmed his deposit would be returned as promised, he decided to put in a complaint stating false accusations toward our company. I have attached proof of conversations with the customer that will show you the customer is making false accusations.
   
  Attachment #1 This will show you that I did in fact tell the customer the vehicle is still in transit.
  Attachment #2 Proof of me telling the customer his deposit is refundable.
  Attachment #3 Proof I informed customer I would not be in office when he arrived.
  Attachment #4 Showing the customer showed up to dealership after office hours.
  Attachment #5 Showing what time the customer started requesting a refund after Office hours.
  Attachment #6 Customer texting when he knew I was not in office.
  Attachment #7 Customer being contacted and confirming I will be refunding his deposit Again before he put in this complaint.
  Attachment #8 More confirmation I will be sending out his check.
   
  His refund was sent out through Mail per customers request. If you need a copy of the check I can provide.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive taken my vehicle to the dealership vin ***************** five times for the infotainment screen shutting off while car is on. Dealership attempted to fix the problem but found no problem on the fifth time and could not duplicate the issue. *** requested buyback and they declined it.

  Business response

  01/18/2024

  The customer bought his vehicle in a few times to have his screen looked at. His complaint was that it kept shutting off while using the vehicle. Every time the vehicle was in service the screen was working. We were not able to find the issue to fix. The customer was upset and demanded we buy his vehicle back. He didnt purchase his vehicle with our dealership so we were not able to buy it back. We helped him file with ***** **** declined his buy back. We as a dealership did everything we could to try and find the issue and fix it but, we were unable to see the problem. Customers complaint is with **** the company for not buying it back.

   

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2019 dodge challenger into get fixed on June 27th 2022 to heritage ford solely because my insurance recommended them . They released my vehicle back to me on August 5th ********************************************************************************************** On September 1st 2022 my transmission went out on my vehicle . I then had it towed to a dodge dealership to get a diagnostic on it to see what the problem was . They explained to me that the transmission cooler lines were not locked in properly causing my transmission to go out .I looked over my paperwork from herritage **** showing that they replaced this during my claim . I was instructed by dodge that ************** would be liable to replacing my transmission do to that the lines werent secured properly . Herritage **** is now saying they are not liable for the damaging when I clearly have a diagnostic stating what the cause was . Please contact me with what steps I need to take next .

  Business response

  06/02/2023

   We did repair this Challenger per their insurance claim. When he brought it back to us stating we were at fault, his ***************** came out and inspected the Vehicle.  At That time, the customers insurance reported to find that the vehicle was being driven at high speeds upon plugging into the vehicle. The insurance said we were not at fault after finding a leaking hose, possibly due to hard driving causing to much pressure. Hose was repaired and customer has had no further contact with our company.  
   
  *******************************

  Customer response

  06/02/2023

  I am rejecting this response because: I took my vehicle to a transmission specialist and he clearly stated that this company did not secure the parts properly . He also said he would be willing to confirm that on my behalf . 
  

  Business response

  01/18/2024

    The customers insurance came out and inspected his vehicle and found customers driving to be the cause.  Its his insurance that cleared ** from wrongdoing. As for the transmission company, there has been no contact from them or the customer with these accusations Once the vehicle left our dealership after it was repaired and cleared.

   

        At this point his insurance cleared us. His vehicle was repaired. If he is upset that his insurance cleared us, then his complaint should be with his Insurance company.

   

   

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 27, 2022, I took my car into Heritage Ford, ******** ** for maintenance on my 2012 ******* MKZ for the Air Conditioner. I was informed that my warranty was no longer valid, so I paid over $400 for the repair. August 30, of 2022, I took my car in again for the same reason. Thursday, September 1, 2022, I received a call from service ****************** stating that my car would be ready either that night (Thursday) or Friday morning. Friday September 2nd, I received a call from the service rep **** from Heritage Ford in ******* ** stating that he ordered a part and placed it on my car, and the cost would be $1,500 + dollars. I stated, I did not authorize any work to be done to my car. I informed the service rep the repairs were too expensive, and to undo the work that was done, and I would find someone else to do the work. Service Rep **** insisted that he spoke to me on the 31st of August, which happened to be the same day I dropped off my vehicle, not when the repairs were done. The issue was Heritage Ford in ******* had completed the repairs without my consent and preceded to charge me for the repairs. I asked to speak to his supervisor. After 2 hours later, the service rep called back and asked if I still wanted them to take the part off? I said Yes! He then said, if he would make the price $700, would I be OK with that. I told him yes. I Picked up my car Friday evening and drove it home. Saturday evening, I went shopping locally and by the time I got home, my car overheated. It had been leaking fluid. I called and left a message; however, it was the weekend of Labor Day, therefore the office was closed and wouldnt be open until Tuesday the 6th of September. n the 6th of September, I made several calls and left several messages but no response. I hadnt driven the car once it overheated. I had to have my car towed to the dealership. I spoke to the service rep ***** and he said, If we did anything wrong, we would fix it.

  Business response

  09/15/2022

  Customer came in on 06/27/2022 had ******* miles at the time. Customers concern was that the ** was not blowing cold. Tech performed diagnostic, evac and recharge system vehicle was low 7 oz and ******* Valve leaking. Tech recharged system and add dye to system and re-chacked for leaks and no other where present at the time. Customer was notify that vehicle was ready and no other leaks where found at the time. However the ** system had dye just in case vehicle had other leaks that we could see at the this time. Vehicle was release and customer took vehicle. the amount  was $509.83. That would be $249.95 for evac and recharge, $27.30 for 7oz of Freon, $165.00 labor for inside door handle replacement, and $60.65 on parts for the second concern that she had. Driver inside door handle was broken. 
  
  Customer came back on 8/31/22 had ******* miles, that's 58 day's and ***** miles later stating that the ** stopped blowing cold. Once again tech performed Evac and Recharge system and this time vehicle was 12oz low. Tech trace dye to ** Condenser that was leaking Freon. I called the only number that we have on file  ************ at 2:31pm on 8/31/2022 and explained to the Male who answer the phone at the time that the Extended Warranty had expired at *******, at that pint I continue to explained the repair and cost. I can hear the person on the phone explaining the cost and repair to **** in the back round.  She ok the repair and we continue. I called the customer on 9/1/2022 and told customer that i Would have her vehicle ready on that Thursday after noon or Friday Morning that we where still waiting on her part to come in. If Customer did Not ok any Repairs at that time why did she Not question what parts and or that she did Not authorized any Repairs. She stated ok call me when vehicle is ready. The next Day on 9/02/2022 I called her to let her now that her vehicle was ready and at that time I told her her Total and Now she want to question the repair and stating that she was not going to pay for her bill because we had done some work almost Months ago. I proceed to and told my Service Manager and he advice me to notify customer that if she does not want to pay her bill we would do a lean sell. I called the customer and told her if she did not want the repair done I would put her old parts back or being that she had authorized the repair on 8/31/2022 at 2:31pm I would Split the cost with her. She agreed and came in and took her car. The way I see it is if She Did Not Authorized the repair in the first place why did she agreed to pay for the repair if I would to give her a discount. Her amount to pay that day was $700.41 that's $360.00 in labor and ****** parts. plus tax. 
  
  
  Customer came in 09/06/2022 Stating that now her vehicle was overheating and she just work on her **. Once again Tech performed diagnostic and I waved the Diagnostic charge as a one time courtesy. Tech went over his work and nothing was found as far as the ** work and or anything related to the ** unit. How ever he did verified customers concern  vehicle is overheating and this is his findings. "CHECKED AND NO VISUAL SIGNS OF COOLANT LEAK. COOLANT BOTTLE IS LOW, REFILLED WITH 3 GAL OF WATER/COOLANT MIX AND KEPT GOING EMPTY. CHECKED OIL AND FILLING CRANK CASE NOW LEAKING AT BELL HOUSING - BLOWN HEAD GASKETS BAD, JUST FILLS ENGINE WITH COOLANT WASHED OUT CYLINDER. * BLEW HEAD GASKET AND LOST COOLANT INTO BLOCK, FILLED BLOCK UNTIL LEAKED OUT BELLL HOUSING/TRANS. We can't foresee and or recommend something that is not present when the vehicle is here. I explain to the customer that the ** repair would not create Blown Head Gasket.  This statement was made by *********************** Service Advisor. ********************* read and agree to  statement and believe we did nothing wrong however if bbb feels different please advise me. THANK YOU ****************;

• Initial Complaint

  08/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/10/2022 I had driven from *****, ** to Heritage Ford in Modesto, ** to get a spare key made for my 2011 **** Escape, which costed me $363.78. During the time they where working on getting the spare key made for my automobile they tried to do a battery test which I was not notified about. The battery test required them to open the hood of my car to directly test the battery. They had attempted at opening the hood of my car by pulling on the lever inside of my vehicle for the hood to open. After the service for the spare key was completed, I had payed for the service for the spare key I had initially went in for and proceeded to leave the dealership to go back to *****, **. After I had left the dealership I proceeded to get on the highway. Approximately seven minutes within my drive the hood of my car flew open. The hood of my automobile collided with the windshield and roofing of my automobile. The force of the hood colliding caused the windshield to completely shatter resulting in glass being propelled onto me causing my right hand and face to suffer minor cuts. The force of the hood also dented the roofing of my car as well as the hood being damaged itself.

  Business response

  06/05/2023

    A week before this incident the customer came in to buy a pre owed Mustang in which he was not approved to finance and trade his Escape in. 

   

      The customer came in and needed a duplicate key made. **** requires all customers visiting the service department to have a battery check done.  After departing our service bay the customer arrived about 45 minutes later with a cracked windshield.  Both the customer's insurance and our Insurance got involved and found our dealership not to be at fault. Every vehicle has a safety lock on the hood to prevent these kinds of accidents. After ************* found our dealership to not be at fault, the customer abandoned his vehicle, and it remains here at our dealership till this day. This may be a fraud attempt. 

   

   

   

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

  Internet/Customer Relations Manager

• Initial Complaint

  08/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called and spoke with a ****** who made an appointment for aug 1st 2022 she stated with making that appointment to make sure to send the insurance estimate to ************************************** i even verified the email and sent the estimated to that email on 6/21/22 the same day the appointment was made no confirmation was every received but when i called days before the appointment date they showed no appointment but in calling was the first and only time **** the manager even looked at the email its his email but he was relying on others to tell him he had an email estimate everyone just passes the customers off to each other not taking accountability for their actions when i called ***************** and spoke to customer relations manager **** they are also slacking off with not giving a resolution to a problem of an appointment im always gaving to call because they arent and why i already waited over a month and then because they dont want to deal with it they push me off to the end of Nov they gave me no alternative but to hang up frustrated which i doubt they care about should i already not trust them they would mess with the car in other ways because i made complaint against them.

  Business response

  06/05/2023

  During the time of *** needing repairs, it was a difficult time to get the parts needed. We and the whole world were having so many commodity issues. Vehicles were not being able to be repaired in a timely manner. *** was highly upset her vehicle would have to wait. We tried to explain we needed the parts and couldn't move forward with the repairs until we had them. She continued to blame our store. Her vehicle was eventually repaired, and she is now back on the road. 

   

   

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

  Internet/Customer Relations Manager

  2100 *************

  Customer response

  06/05/2023

  I am rejecting this response because: its a lie they never had to get parts because the appointment they messed up on was for evaluation of damage they are putting their inability to handle business needs with blaming the general public (poor Excuse) they never fixed my car to be on the road again as they say and I would like to say WOW 

  
  

*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. ↩